Iulian Mitrea 26 th June 2014
description
Transcript of Iulian Mitrea 26 th June 2014
Iulian Mitrea26th June 2014
Salesforce
a quality journey to happy
customers
Agenda
1. Product Overview. • Statistics about customer service • Salesforce, a necessary tool to improve customer experience • A closer view of Salesforce platform
2. Salesforce workflow used in Technical Support. • Manage Customer Relationship Share Information - Improve Collaboration - Better follow up • Streamline company service Respond quickly - Improve Productivity - Increase satisfaction • Salesforce ticketing workflow management • Salesforce Statistics and Reports facility • Demo session
3. Salesforce as a connection between CRM and R&D. • Salesforce and Jira integration • Demo session
Product Overview
Statistics
41% of consumers expect an e-mail response within six hours. Only 36% of retailers responded that quickly.
Source: Forrester Research Inc
Statistics
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
Resolve a complaint in the customer's favor and they will do business with you again 70% of the time.
Source: White House Office of Consumer Affairs
Source: Lee Resources
In 2011, 86% of consumers quit doing business with a company because of a bad customer experience
A typical business hears from 4% of it's dissatisfied customers.
Statistics
Source: “Understanding Customers” by Ruby Newell-Legner
Source: Customer Experience Impact Report by Harris Interactive/RightNow
Improve customer experience
Companies that are using Salesforce have seen....
Salesforce.com
Improve customer experience
With Salesforce you can:
identify & categorise leads
focus on high quality leads
create more customized pitches
OBTAIN BIGGER & BETTER CONTRACTS
more efficient C.S. team
happier and loyal customers
referrals are more likely MORE REVENUE
Close more deals
Increase revenue and referrals from existing customers
Improve customer experience
With Salesforce you can:
gather feedback from customers
better understand their needs
improve products/services
INCREASED CUSTOMER SATISFACTION
track campaigns report outcomes optimize & literate campaigns
IMPROVED BUSINESS RESULTS
Improve your product/service
Measure and optimise your performance
Improve customer experience
The benefits of cloud based CRM software - Salesforce
FasterDeployment
Scaleable Automatic Software Updates
Cost Efective
Increased Collaboration
Work from any device anywhere
Salesforce platform - close look
Salesforce.com was founded to provide customer relationship management (CRM) software delivered entirely over the internet (cloud computing).
Goals:
Increase sales revenue Increase visibility between departments Decrease operating costs Streamline business process
Salesforce platform - close look
Salesforce
CRM Custom Apps
AppExchange
Sales Cloud
Service Cloud
The Salesforce services are delivered primarily through 2 products :
Sales Cloud - gives organizations the sales and marketing tools to streamline the process of capturing quantifying and selling to new and recurring customers. Service Cloud - streamline processing support request, validating and enforcing support contracts and providing customer sales service resources.CustomApps - you can build your own custom application on Salesforce. AppExchange - allows Salesforce partners to develop and distribute custom.
Salesforce workflow in Support team
Customers have 2 options to send their requests:
Log a Support Case using the company support platform
Call a Support Engineer
Salesforce workflow in Support team
General perspective for the issues logged on a web support platform
Customer Support Center
Registration &
Installation
Product Support
Customers with a current support contract with product related issues
License transfer to other users
Increase registration limit Registration related needs
Internal workflow
Salesforce workflow in Support team
Registration &
Installation
Product Support
Submit Case
Salesforce Installation&Registration
Queue
Salesforce Support Queue
Salesforce workflow in Support team
Customer Logs a Case
Case Is Routed
Case Closed
Gather Insight
Customer Portal
Find Solutions
The workflow for a Support Case in Salesforce
Salesforce workflow in Support team
…things are changed when the customer is calling the support engineer
A Customer Calls
Search Salesforce
Assign Tasks
Gather Insight Follow Up
Update Information
Measure what’s working
The workflow for a Support Case in Salesforce
Search - any term within Salesforce and it will display the results from any records or index files that contain that search term.
Chatter - chat with your co-workers located in different offices. Send questions to specific people or groups.
Accounts - search the company account to observe if the issue was reported before by other employees. View the status of the company active licenses
Contacts - you can view if the same customer has reported the same behavior before on the
same environment or others. See if the customer has different cases opened and if they are related to the issue
you are handle it.
Ticketing management in
Salesforce
Demo session
Statistics and Reports
The Reports tab makes it easier to find, organize, and manage both your reports and dashboards in one place.
Statistics and Reports
The Reports tab makes it easier to find, organize, and manage both your reports and dashboards in one place.
You can:1. Create reports or dashboards2. Access standard reports3. Organize and share items in folders4. Move items between folders5. Customize the list view6. Search and filter items7. Manage reports and dashboards8. Schedule and follow items
Dashboard offer a way to consolidate, and access in real time, custom reports and metrics, and visually represent this data using charts, graphs and other tools.
A Dashboard will cover a broad area of performance and will consist of various custom reports that give further insights into a specific area.
Statistics and Reports
CRM –Salesforce – R&D
Customer logs a product request using a salesforce.com case
Support team receives Customer request, and begins reviewing the case
The Support team realizes it needs to raise an issue with the Development team
The Support team clicks the “Create JIRA Issue” button in salesforce.com
The case is then replicated to a JIRA issue, where the Development team begins its work
The Development and Support teams begin collaborating on the case / issue
The Development team solves the issue, and marks it as resolved in JIRA
The Support team is notified that the Case has been closed and begins working with the customer to resolve their request
Demo session
Summary
As far as we’ve seen Salesforce platform is a mix of technologies brought all together to fulfill complex requirements.
All the teams involved in the business process have access to specific tools that are developed to build great products and strong solution for the end users.
Support, Marketing, Sales, R&D and Management team can easily communicate share information and dramatically increase the efficiency of their daily tasks.
Depending on your needs the platform can be easily customized.
Here’s the funny part where you ask
you hope that I have
Questions&
Answers
Thank you!