Charles Egge
Sjefskonsulent
charles.egge@capgemini.com
Bygg løsninger for CRM og
Saksbehandlingsløsninger med Salesforce.com på
Force plattformen
•
106 000+ ansatte
•
Tilstede i over 30 land
•
Omsetning på 8.4 milliarder Euro i 2009
Norge
•
Ca 750 ansatte
•
Kontorer i
•
Bergen
•
Fredrikstad
•
Lillehammer
•
Oslo
•
Stavanger
•
Trondheim
Viktige forretningsdrivere
§
Fra CapEx til OpEx (unngå låsing av kapital)
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Skalering ut/inn
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Automatisk håndtering av sesongbetonte peaks
(julehandel, påske, årstider, …)
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Innovasjon
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Rask lansering og testing av nye tjenester
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Kort ledetid. Ingen etablering av HW og SW til utvikling, test og produksjonsmiljøer
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Ekstremt kort implementeringstid
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Rask vei til markedet
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Respondere mht endringer i markedet
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Testing av nye tjenester (først ute med nye tjenester, konkurransefortrinn)
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Svare opp konkurrenter raskt
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Lav risiko
§
Stordriftsfordeler
Eksempler på tjenester
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, attrition, earnings, revenues, or other financial items and any statements regarding
strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include –but are not limited to –risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, subscriber attrition, interruptions or delays in our Web hosting, breach of our security measures, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K filed and our quarterly report for the most recent fiscal quarter ended October 31, 2008. These documents are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Delivering Great Service Has Never Been More Important
2001 2002 2003 2004 0 20 40 60 80 -20 -40 DJIA: - 5% S&P 500: - 19%ACSI Highest Rated Service Companies:
+75%
C h a n g e in St o c k Pri c e (% )Source: Journal of Marketing, “Customer Satisfaction and Stock Prices”, January 2006
Success Means Connecting with Customers
Everywhere
Phone Email Chat
Your Contact
Center
Sales Marketing Resellers OEMsYour Business
& Partners
Self-Service ForumsYour Website
The Cloud
Community
While Staying Responsive To Today’s Market Realities
Do More….
…With Fewer Resources
More Products
More Complexity
More Knowledge
Fewer Employees
Shrinking Budgets
Yesterday’s Service Applications Aren’t Keeping Up
Slow to Deploy & Change
Capital & Resource Intensive
Client/server
And Can’t Connect With Today’s Customers
But Can’t Connect Here:
Built for This:
Discussion Forums
The Cloud Community
Company Websites
Contact Center
Today’s Applications Are Moving to the Cloud
Today
Cloud
Computing
1980’s
Client/server
More Connected
More Responsive
Source: Gartner, Magic Quadrant for CRM Customer Service Contact Centers, Michael Maoz, Published April 3rd, 2009
The Cloud Computing Model:
Right for These Times
Multi-Tenant:
Pay As You Go:
Elastic:
No Capital Expenditure
Predictable Operating Costs
Scales With You
Multi
Pay As
Search Email & Chat
Partners Customer Portal Call Center Social Community Service Cloud Manager Collaboration
Service Cloud 2 Keeps You Connected Everywhere
Contracts & Entitlements En En En En Process Manager Contracts Unlimited Real-Time Customization Granular Security & Sharing Programmable User Interface Real-Time Mobile Deployment Real-Time Analytics 750+ Integrated Applications
Join Every Conversation with a Cloud Computing Platform
Multitenant Kernel Proven, Real-Time Scalability Programmable Cloud Logic Real-Time Sandbox Environments Integrated Content Library Real-Time Web Sites Real Time Proven Real-Time Integration Proven Reliability Real-Time Upgrades
3 Global Data Centers & Disaster Recovery Real-Time Query Optimizer Real-Time Transparent System Status ISO 27001 Certified Security Real-Time Workflow & Approvals Salesforce to Salesforce
Salesforce Leads the Market with Service Cloud 2
Customer
Success
Product
Innovation
Leader
3 Releases a
Year
3 Releases a
Market
Leadership
8,000 +
Service Cloud Customers
Magic Quadrant for Customer Service
Call Centers
Salesforce.com Positioned in the “
Leaders
” Quadrant
of the Magic Quadrant for CRM Customer Service Contact Centers
The Gartner Magic Quadrant is copyrighted 2009 by Gartner, Inc., and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from salesforce.com.
Magic Quadrant for CRM Customer
Service Contact Centers
April 3rd, 2009 Michael Maoz
Helping Over 8,000 Service Organizations Move to the Cloud
95%
Will Continue to Use Salesforce
93%
Would Recommend to Others
75%
Have Already Recommended
Source: Independent third party, MarketTools Inc. survey conducted June 2009 across 6,000 customers.
Source: Salesforce.com Customer Relationship Survey conducted June 2009, by an independent third-party
MarketTools Inc on 6,000+ Customers randomly selected.
Service Cloud 2 Customers Are Wildly Successful
Search Email & Chat
Partners Customer Portal Call Center Social Community Service Cloud Manager Collaboration
Service Cloud 2 Keeps You Connected Everywhere
Contracts & Entitlements En En En En Process Manager Contracts
Run Your Contact Center in the Cloud
Quicker On-Boarding
More Productive Agents
Faster Case Resolution
Complete Case Management
Workflow, Escalation, Call-Scripting
CTI, Email & Chat Integration
Contracts and Entitlements
Email & Chat
Phone Call Scripting
Contracts & Entitlements
Drive Higher Service Levels and New Service Revenue
Visual Timeline of Service
Milestones
Easy-to-Configure
Per-Asset Contracts
At-a-Gance Customer
Entitlements
Manage Service Costs
Deliver Higher Levels of Service
Grow Service Contract Revenue
Point-and-Click Visual
Process Designer
Flexible Agent
Call-Scripting
Support Complex
Cross-App Service Processes
Introducing Firefly Process Manager for Service Cloud
Accelerate Agent Ramp-up
Keep Agents Consistent
Faster Case Resolution
Available as optional add-on to Service Cloud
Introducing Collaborative Customer Service:
Service Cloud 2 and Salesforce Chatter
Collaborate instantly in the
Service Cloud app
Stay on top of critical case
and SLA updates
Locate expertise anywhere
across the enterprise
In-context collaboration in the App
Improved levels of service
Agents find answers faster
Powering Call Centers of All Types & Sizes
C
o
m
p
le
x
ity
o
f
Pr
o
c
e
s
s
1,000’s
Volume of Monthly Transactions
1,000,000’sAddress change New Account Setup
50%
increase
in agent
productivity
s
s
50%
reduction
in service &
support costs
Cuts
60 Seconds
off average
call time
Se
e
e
Achieves
99%
accuracy in case
assignment
e
e
Case handling
time down
26%
Eliminated
8
separate legacy
systems
50%
reduction
t
ts
o
o
a
a
t
t
50%
Reduction
in case
processing time
Service Cloud 2 Helps NJ TRANSIT Keep Rolling
150 Customer Service Agents
Inquiries Handled:
Up 600%
New Agents Required:
0
Response Time:
Down 36%
Tim Wierzbicki, Manager Tim Wi Mana
Deliver Service Across Your Entire Business
Partners
Increase Loyalty:
360
㼻
Customer Visibility
Increase Revenue:
Cross & Up-Selling
Increase Efficiency:
Collaborate with Partners
Share Cases & Customer Info
TransUnion Increases Improves Service While
Increasing Sales with a 360
㼻
View
500 Support Agents & Sales Reps
First Call Resolution:
Up 200%
Call Handling Time:
Down 60 Seconds
Same Day Win Rate:
Up 182%
Global leader in credit & information services
Matt Brady, Director Matt B Direct
Bring the Best of the Web to Your Customers
Track Service Cases, Find Knowledge
…And Lower Service Costs
Deliver Help & Training, Customize the Experience
Connect with Customers, Capture Answers & Ideas
Deliver Faster, Any-Time Service
Drive Customer Adoption
Build Your Customer Community
$7.50
50¢
Call Center Interaction
Self-Service Interaction Source: Garnter How to
Justify a Self-Service Implementation, Dec, 18, 2007
Use the Power of the Community for Better Service
Ask anything, rate
the best answers
Best answers rise to
the top
T
rack what’s open
and resolved
Faster Answers for Customers
Customers Drive Innovation
Answers Enrich Knowledge
Compass Learning Cuts Costs and Raises
Loyalty With A Customer Service Portal
Customer portal becomes single
destination storefront
Improved loyalty
with rich customer
experience
Increased service revenue
due to
portal
Agent productivity:
98% of calls
answered within 60 sec
The Leader in innovative education services
Join Community Conversations in the Cloud
Public Knowledgebase
Force.com Sites Salesforce for Twitter
How do I fix this product? Search
Facebook Answers
Cloud-Native Platform
Search Social Social
Comcast-Spectacor Creates Passionate Fans in the Cloud
Mark DiMaurizio
VP Technology
Solutions
Manage service issues for
100,000’s of season
ticket holders
Deployed to
180 users in 3 months
Faster case resolution, improved visibility
Join Twitter conversations to
increase loyalty
World’s First Knowledge Base Designed for the Cloud
Multi-tenant platform
Serves every channel
Completely integrated
Automatically upgraded
䘠
䘠
䘠
䘠
-Hugh McKellar
Editor in Chief, KMWorld
100 Companies that Matter, 2009
Introducing The World’s First Collaborative Customer
Service Application
Collaborate with Experts
Get the Right Answer, in Real-Time
Close Complex Cases Faster
Cloud Computing Platform Lets You Deploy Quickly
Our Customers Deploy in…
80 Days
37 Days
Enterprise:
SMB:
Source: Independent third party, MarketTools Inc. survey conducted Dec. 2008 across 3,000 customers.
A Platform That Keeps You Responsive
Ease of Clicks
Power of Code
55,400
Customers…
28
Major Releases
Thousands
of Integrations
Millions
of Customizations
All Upgraded….Automatically
Your New MarketsYour New Channels Your New Processes
A Platform That Works With Your Existing Investments
80+ Compatible Systems Pre-Built Connectors
Your Telephony
Financials… Order Management…
RMA…
More Productive Service
Your Back-Office
No Switching Applications