Progressing with Salesforce.com

Become a Customer Company Connect With Your Customers in a Whole New Way

Corporate Pres – PowerPoint Template – 4x3 FY14.pptx

London April 18th 2013 Afternoon Session

Agenda

•  Nicola O’Gorman, RVP, salesforce.com - Introduction & A Journey with Salesforce.com

•  Karl Goggin, Sales Engineer, salesforce.com - Progressing with Salesforce.com

•  Mark Dunn, Head of Corporate Sales, New Voice Media - The Case for CTI

•  Q&A

•  Drinks Reception

A journey with salesforce.com Groupon Continues to Build on the Salesforce Platform


Nicola O’Gorman Regional Vice President [email protected]

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 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.

190+ Categories �of goods and services �

•  Shopping website featuring daily deals on top goods, services & cultural events"

•  Win-win for local shoppers & business owners"

•  For shoppers, Groupon brings unbeatable deals on top local experiences"

•  For businesses, new way to market themselves and drive new customers to their establishments"

Why Salesforce?

•  Groupon has been using Salesforce since 2008.

•  When we first started we needed a simple way to store our Leads and Accounts.

•  Every time we had a new process, we would build it on to Salesforce.

•  Lead Gen => Sales Intelligence => Sales => Deal Qualification => Account Management => Planning => Editorial

Leverage Force.com automation to streamline our

business.

We have over 430 workflow rules.

Automate where you can, when you can.

We need to move a lot of data.

How do you keep multiple systems in sync when the schema can change?

We use APIs to limit integration access

for external partners we work with.

Our API is our ‘contract’ with other development teams at Groupon.

They know what data and data types should be returned.

How can management keep track of the deals?

How do we make sure the deals we put on our site

are good for our merchants and our customers?

Each deal is approved by the

manager of the market.

Workflows REST APIs Approvals

“Everything about our deals lives in Salesforce. We use it to manage the entire business process, from pre-sales to close.”

“Favourite Salesforce feature? Dashboards because they give us instant on-demand visibility—from executives to managers to reps.”

“We love Salesforce for its ability to scale right alongside our company—and we’re growing fast!”

“Groupon time is like dog years—lightning fast. So we need a system that moves with us. That’s why we love Salesforce.”

“We’ve improved collaboration with Chatter.” Chris Bland – Sr Developer, Groupon

Progressing with Salesforce


Karl Goggin Sales Engineer [email protected]

Complete Insight

Increase Productivity

Grow Pipeline

Improve Rep Performance

Demonstration

Grow Pipeline

•  Find new pipeline with Data.com

•  Market right with Campaigns

•  Team Selling

•  Find insight from Similar Opportunities

Data.com Video

Increase Productivity •  Salesforce on the move

•  Connect & collaborate with Chatter

•  Work faster in the Service Cloud Console

•  Automate processes

•  Maintain focus with SLA Management Mobile Video

Improve Rep Performance

1.  Lighten the load with Portals

2.  Ensure right steps taken with Flows

3.  Assist selling with Sales Coach

4.  Extend via the Appexchange

Complete Insight

1.  Single data hub with our API

2.  Analyse with Enterprise Analytics

3.  Automate what you cannot see with Workflow & Approvals

API Video

Cloudforce in a box

18th April Mark Dunn

Commercially in Confidence

•  UK Consumers that are irritated, furious

or annoyed with Customer Service

2003 - 15%,

2006 - 17%

2010 - 27%

•  Those rating phone service as poor or

very poor has almost trebled in that time

8% - 23%

Is the Voice Channel Delivering


What is CTI?

Originally an ‘Enterprise’ only

solu3on

CTI Adaptor ContactWorld for Salesforce (Open CTI)

CAPEX On-‐premise

Expensive

No flexibility Long ;me to value

On-‐premise Install onto every work sta;on

Basic func;onality

Not na;ve to SFDC Heavy programming and

integra;on project

OPEX Cloud 2 cloud integra;on

Intelligent call rou;ng

Na;ve to Salesforce – repor;ng True mul;-‐tenant service

Flexible and scalable to manage changes as required

Full resilience


CTI is now available for every business

•  Click-to-dial – efficient outbound calling

•  Inbound screen-pop of recognised callers details

•  Automated call logging – complete visibility of every customer

interaction – stats are fundamental, FCR, AHT, answered in

•  All calls recorded – coaching, training, monitoring, legislative

•  Case based routing

•  Dynamic call routing

•  Real-time visibility of performance and team availability

through wallboards

•  Post call surveys – linking customer feedback into Salesforce


Why would you consider CTI?

•  You don’t have to be a contact centre!

•  In reality, it is a team of people that use the phone


What is important in CTI

1.   Reliability – trust

2.   AppExchange

3.   Multi-tenant – true cloud, who owns the code?

‘The only CCaaS provider to publish live service availability and performance data to its customers and prospects’


ContactWorld for Salesforce Technology Overview

Customer Call

Caller Data delivered via Salesforce UI

Call delivered to agents DDI

number

Cloud Integra3on delivering: Data-‐Driven Rou;ng

Click to Dial Inbound Screen Pop

Integrated Stats + reports

Stats and Reports

Call Recording

Call Queuing + Distribu;on

Real-‐Time Global View of Contact Centre

Updates + Upgrade

Interac;ve Voice

Response


•  Company –  ContactWorld platform launched

2006 –  Customer retention rate 97% since

launch •  Company Structure

–  Global sales team –  UK marketing, service delivery and

development teams –  Trust Site - Performance, availability,

security are in our operational DNA •  Customer base

–  200+ customers –  300 Call centres in 28 countries –  8,000+ Agents

NewVoiceMedia Overview


CTI screen-pop and data directed routing


Lead to Customer Process

New

Nurture

Qualified

Opportunity

Won

Lost

Telemarketing

The Calling List: “Next Call Back”


“Next Call Back”

•  Custom “Date Field” on leads and contacts.

•  Marketo triggers updates based on lead creation and program responses.

•  Calls prioritised on Lead Score

•  Manually updated after call by Telemarketing team:

–  Custom buttons to update to 1/7/30/90 days.

–  Directly editing the field for a specific call back date.


The Calling List


Updating the Calling List


Reporting & Dashboards


About SHL –  Behavioural and Ability Assessment Tools –  150 Agents, HQ in Thames Ditton –  Presence in 50 Countries –  FT Top 100 Growing Companies in 2011 What we helped them do –  Consolidate from 20 into 4 contact centres (UK, US, South Africa and Sweden) –  Virtualised into a 24/5 follow the sun operation –  Language Based Routing –  Prioritise callers returning to the queue –  Schedule Outbound Calls based on Activity Levels The Results –  SLA went from 80/20 to 90/20 –  Calls Abandoned reduced from 5% to 1.3% –  Net Promoter Scores increased from 30 to 50 –  Upsell Increased by 100% –  First Call Resolution increased from 70 – 95% –  Screen Popping reduced AHT by 30 Seconds –  Best Small – Mid Award at European Contact Centre and Customer Service Awards 2012

A Success Story


Thank you

Mark Dunn

Head of Corporate Sales

[email protected]

Progressing with Salesforce.com

Business

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