A New Era of Field Service in a Connected World

A New Era of Field Service in a Connected World Connect to Your Customers in a Whole New Way

 Chet Chauhan  VP Product Management, Service Cloud

[email protected]  In/chetchauhan

Forward Looking Statement

 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 product or service availability, subscriber growth, 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, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, 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 for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures 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 presentations, 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.

16 Years of Disruption & Technology Shifts

All Markets Are Being Disrupted

Telcomms & Media

Manufacturing & CSG

Financial Services

Healthcare & Life Sciences

High Tech

Any Industry

1:Many

1:1

Products

Services

Generic

Personalized

Reactive

Preventative

On-Premise

Cloud

Business First

Customer First

IoT

Data Science

Social

Mobile

Cloud

LAN/WAN

Client

Server

The Age of the Customer  Everything and everyone is connected

Billions connected things of customer interactions

Trillions Millions Thousands

Mainframe

SNA

Terminal

“Customer experience has overtaken price and product as the key brand differentiator.”

#1

The Future is All About Customer Experience

Source: Customers 2020 Report

Price Product Customer Experience

The Connected World has Changed Customer Expectations

Connected products by 2020

75B

Field Service Was Not Built for the Connected World

Your company Your customers Disconnected from:

Systems Customers Employees

Connected Faster Smarter Personalized

Demand service that is:

52%

Source: Salesforce Service Excellence Survey 2016

Customers Are Expecting a Connected Service Experience From Phone to Field

Mobile

Community Social

Email Apps

On-site


of executives believe they need to adapt their service models in order to keep up

with customers’ needs

92%

www.stanleyhealthcare.com

Support 17,000+ hospitals and senior living communities worldwide

Empower healthcare professionals with solutions to advance quality of care

Leveraging Lightning Console to put tools and analytics at agents’ fingertips

Delivering fast, precise support through connected products

Stanley Healthcare VIDEO

54%

Field Service Management is Challenging

Siloed teams and processes Poor resource allocation

Disconnected from CRM

of companies are using manual methods to handle field service

Lack of mobile support

Current systems are inefficient and costly


Extend the Connected Customer Experience into the Field

Faster time-to-value Easy to integrate Flexible & scalable Mobile enabled

Modernize your field service solution to deliver a complete service experience

Customer Success Platform

Connect your Entire Workforce Empower agents, dispatchers, and mobile employees to deliver end-to-end support

Schedule Jobs and Work Intelligently Automate scheduling based on essential criteria to optimize on-site service and turn data into action Streamline Mobility in the Field Receive information and share job updates anytime, anywhere from any device

54% of companies are using manual methods to handle field service

Field Service in a Connected World


Streamline Operations Across the Entire Service Chain

Service Agent Dispatcher Field Technician Customer

Faster Personalized Smarter Connected

Connect customers, agents, dispatchers, and service technicians on a single platform

Karen Hendrickx Lead Solution Engineer, Service Cloud

DEMO

Connect Your Entire Workforce on One Platform

Single view of the customer

Omni-channel engagement

Intelligent productivity, scheduling, and dispatching tools

Power a connected experience across the customer experience lifecycle

Increase employee productivity

Anticipate needs

Spot service trends

Increase CSAT

Automatically assign appointments to the right technician based on skills, location, or availability Visibility into key metrics and real-time insight to make smarter decisions View business and service operational data from multiple systems in one place

Schedule Jobs and Work Intelligently  Get smarter about your customers and your field service operations

Streamline Mobility in the Field Access to critical information and resources anytime, anywhere via any mobile device

360 degree customer view

Real-time job status updates

Access to knowledgebase and community

Instantly connect to experts

65% of executives say field services agents still print out their service tickets and bring them to customer sites

Learn About Salesforce Field Service Lightning

Get more insight into Field Service Lightning

See Field Service Lightning in Action

Learn field service management best practices

Experience So Much More!

Field Service Webinar21st June

Visit servicecloud.com

See demos in our Product Showcase

Customer Success Expo

Speak with your Account Executive

thank y u

A New Era of Field Service in a Connected World

Technology

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