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Bygg løsninger for CRM og Saksbehandlingsløsninger med Salesforce.com på Force plattformen

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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

(2)

Viktige forretningsdrivere

§

Fra CapEx til OpEx (unngå låsing av kapital)

§

Skalering ut/inn

§

Automatisk håndtering av sesongbetonte peaks

(julehandel, påske, årstider, …)

§

Innovasjon

§

Rask lansering og testing av nye tjenester

§

Kort ledetid. Ingen etablering av HW og SW til utvikling, test og produksjonsmiljøer

§

Ekstremt kort implementeringstid

§

Rask vei til markedet

§

Respondere mht endringer i markedet

§

Testing av nye tjenester (først ute med nye tjenester, konkurransefortrinn)

§

Svare opp konkurrenter raskt

§

Lav risiko

§

Stordriftsfordeler

(3)

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.

(4)

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 OEMs

Your Business

& Partners

Self-Service Forums

Your Website

The Cloud

Community

(5)

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

(6)

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

(7)

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

(8)

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

(9)

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

(10)

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

(11)

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

Ÿ

More Productive Agents

Ÿ

Faster Case Resolution

Complete Case Management

Workflow, Escalation, Call-Scripting

CTI, Email & Chat Integration

Contracts and Entitlements

Email & Chat

Phone Call Scripting

Contracts & Entitlements

(12)

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

Ÿ

Deliver Higher Levels of Service

Ÿ

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

Ÿ

Keep Agents Consistent

Ÿ

Faster Case Resolution

Available as optional add-on to Service Cloud

(13)

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

Ÿ

Improved levels of service

Ÿ

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’s

Address 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

(14)

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

Customer Visibility

Increase Revenue:

Cross & Up-Selling

Increase Efficiency:

Collaborate with Partners

Share Cases & Customer Info

(15)

TransUnion Increases Improves Service While

Increasing Sales with a 360

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

(16)

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

Ÿ

Customers Drive Innovation

Ÿ

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

(17)

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

(18)

World’s First Knowledge Base Designed for the Cloud

Multi-tenant platform

Serves every channel

Completely integrated

Automatically upgraded

-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

(19)

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 Markets

Your New Channels Your New Processes

(20)

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

Qualcomm Opens New Support Channel In One Week

Mark Silber

IT Systems Architect

$11B Chip Manufacturer

20,000 customers

(engineers) that require

24/7 tech support

Deployed first customer portal In

1 week

Retired 40 servers

and

11 databases

(21)

Takk for

oppmerksomheten

charles.egge@capgemini.com

Tlf. 934 18 730

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