Service Cloud: The Perfect Pitch for Telesales
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Service Cloud: The Perfect Pitch for Telesales
Dianne Conely, K12.com,
VP of Marketing Operations
and Technology
@dianneconley
Chris Bland, Groupon.com,
Sr. Developer
@chrisbland
BlandCode.wordpress
Sawan Deshpande,
Salesforce.com,
Principal Solution Engineer
@sawandeshpande
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Agenda
• Intro to Service Cloud for Telesales
• Product Demo
• Telesales @ K12.com
• Telesales @ Groupon.com
• Q&A Panel
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Safe harborSafe 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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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.
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Is your Telesales Contact Center Social?
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7 Necessary Transformations for Telesales
Yesterday Today
1. Traditional Media
2. All Customers Are The Same
3. Swivel Chairing
4. Simple Rules
5. PDF
6. Hard-coded flows dependent on IT
7. Constant Post-mortem Analysis
1. Social Media
2. Segmented customer base
3. Agent focus on successful business outcomes
4. Sophisticated Upsells / X-sells
5. Your Favorite Tablet
6. #Rockstar Business Analysts
7. Bottoms-up “social” Enterprise
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Why Salesforce for Telesales
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
PERFECT FIT
+27%Sales
World’s #1 Sales Application
+34%Customer
Satisfaction
World’s Leading Social Customer Service App
+
+29%Increase in Innovation
World’s Leading Cloud App Platform
+
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① We Got All the Basics…. And MORE
Lead & Campaign Management
Forecasting & Pipeline Funnel
Run 5X Faster at ½ Cost with Force.com
Single Customer Profile
Life to your CRM Data
SocialProfile
+32%Improved lead conversion rate
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② Empower Your Agents with a Rich Desktop
www.salesforce.com/service
Built-in “Open” CTI
Optimized for high volume operations
Bring in Your Legacy Backend
Enabled for Multi-Channel
Real-time Performance Management
Multi-Channel
+36%Increase in agentproductivity
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
AgentConsole
HighVolume
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③ Create Consistency in Your Sales Processes
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+25%Higher Close Rates with Salesforce
Automate Sales Processes
Onboard and Train Agents Faster
Agent Call Scripting
Integrated Knowledge Base
Appexchange
Knowledge
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④ Unleash Your Business Team
+44%Improved Forecast Accuracy
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Point & Click Analytics
Proactive Alerts
Swarm with entire enterprise
On Any Device
Make IT focus on “Strategic”
Analytics
ChatterALERTS
IT Heroes
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⑤ Initiate Your Customer Journey on a High
+28%Increase in customer retention
Single customer profile
Integrated customer self-service
Entitlements for customer segmentation
Build new relationships
Maximize existing relationships
SocialProfile
Communities
Upsell / X-sell
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
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① We Got All the Basics…. And More
② Empower Your Agents with a Rich Desktop
③ Create Consistency in Your Sales Process
④ Unleash Your Business Team
⑤ Initiate Your Customer Journey on a High
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Dianne Conley
Vice President, Marketing Operations and
Technology
K12, Inc
@dianneconley
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K12 Inc
• America's largest provider of
online k-12 education
• Individualized learning
customized to each child
• Full-time programs,
supplemental courses, blended
models
• District, charter, private and
consumer customers
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Our Unique Customer Lifecycle
Inquire Understand Enroll Meet Compliance
SupportApproval
• Very seasonal• Heavily researched, emotional decision • Geo-based eligibility and compliance • Struggling/gifted students, athletes/performers, homebound, military/expat
families, etc.• Hundreds of Enrollment Counselors in 5 global locations, millions of inbound
calls annually
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• Phase I: Legacy platform parity; data cleanup
• Phase II: Reporting, efficiency optimization, CTI and Outlook integration
Evaluation for New CRM
JAN-2012
Vendor Selected +
Implementation Kick-Off
• Enrollment Live
• Support , Ops Live International Live
• Support , Ops, International Live
• Finance Roll-out• Marketo
Spring 2010 AUG-2011 MAR-2012
• CTI Integration• Legacy
Platform Retired
JUN-2012
Our Salesforce Story
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Why did we select Salesforce and Appirio?
Time To Value
Force.com Platform
Real-time Visibility
Vendor Vision and Roadmap
Implementation expertise
Major Company Milestone
Marketing, Enrollment, Operations, and IT all agree…FOR ONCE!
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• Improved Conversion Rate: more informed, relevant conversations with
prospects/customers
• Improved Retention: prospect segmentation strategy, improved customer
care
• Improved Agent Productivity: Customized console: custom interaction
log, related leads, school search by zip
• Increased Visibility for Management: Real-time and Actionable
• Smarter Operations: Better routing and business intelligence
Impact on Business
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• Lead Temperature
• Lead Geography
• Lead Program Interest
• Agent Skills
• Agent Rating
• Agent Capacity
Smarter Operations: Lead Routing
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What’s Next
1. Click-to-chat and Web Callbacks
2. Radian6 for social monitoring
3. Chatter
4. Analytic snapshots for Reporting team
5. Additional lifecycle phases on Force.com: prospect,
application, approval, support (customer portal)
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Chris Bland
Sr. Developer
Groupon.com
@ChrisBland
BlandCode.wordpress
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Groupon Today
• 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 market themselves and drive new customers to their establishments
190+
Categories of goods and services
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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
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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 APIsApprovals
& Force.com
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CTI with
How can you make life easier?
• How long does it take to find a phone number in Salesforce?
• How long does it take to dial?
• How long does it take to log the results of a call?
These were all problems that we wanted to make easier for our sales team!
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Call Me Maybe
Making a call is easy enough, but what else can we do?
Emails? Voicemail?
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Power Dialing – Create Smart Lists
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Analytics
Do you know the answers to these questions?• How many calls does it take to reach the decision maker?
• What is the best time to reach your prospects?
• What is the average time you must spend on the phone with a prospect before you
convert it?
• Are your agents having meaningful conversations?
• What is the right contact cadence?
Start with the data at the top of your funnel to get you really understand your pipeline.
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