Transform your customer service

Conor O’Malley

Manager, Small &

Medium Business Sales

Webinar with Salesforce.com and SureFlap Ltd

Agenda & Speakers

• Introduction to Service Cloud - Conor O’Mally - Manager , Small & Medium Business Sales, salesforce.com

• How we use Salesforce - Sarah Metcalfe - Customer Service Manager, SureFlap Ltd.

• Service Cloud Demo - Manoj Shivji - Lead Sales Engineer, salesforce.com

Questions: • Questions box in on the right of the screen or on Twitter #servicecloud

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

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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

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Any unreleased services or features referenced in this or other presentations, press releases or public statements are not

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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.

Service Everywhere with the Service Cloud

Can You Deliver Service at the Speed of Now?

Can your customers

connect with you

anytime, anywhere?

Do your agents have tools

to effectively engage

customers?

Do your managers

have the right data to

make the best

decisions?

The World’s #1 Customer Service Solution

Agent

Collaboration

Motivate & Perform Social

Deliver Service at the Speed of Now

with Service Cloud

Delight Your Customers

Everywhere

Turn Your Agents into

Superheroes

Help Your Managers Make

Informed Decisions

Phone &

Email Communities

Agent

Console

Knowledge

Base Analytics Mobile Mobile Self-

service

Decrease in Support Costs

35% +37%

Customer Retention

+34%

Faster Case Resolution

Grow Customer Satisfaction Across Every Major Metric

Agent Productivity

+40%

Average Percentage Improvements Reported by Customers

Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party,

Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.

+37% Customer

Satisfaction

Power Every Customer Service Interaction

Social

Customer Service

Social

Contact Center

Self-Service

Communities

Service Cloud Powers the Social Contact Center

Improved Agent Productivity Reduced Cost

Higher Customer Satisfaction

Service

Cloud

Console

Analytic

s

Agent

Console

Collaboration

Knowledg

e

Social

Profile

Multi-

Channel

Social Case Management

Workflow

Business Rules

Service Cloud Powers Self-Service Communities

Company and community knowledge Instant help with Live Agent

Self-service Communities Mobile Access

Collaboration

Self-Service

Communities

Knowledg

e

Social

Profile

Partner

Service

Mobile Access

Service Cloud Powers the Social Conversation

Monitor social conversations Integrated with cases and knowledge

Prioritize social influencers and analyze trends

Collaboration

Communities

Social

Monitoring

Knowledg

e

Social

Profile

Multi-

Channel

Sentiment

Monitoring

Sarah Metcalfe Customer Service Manager, SureFlap Ltd.

Email: s.metcalfe@sureflap.co.uk

Phone: 01954 266003

Twitter: @AskSureFlap

Who is SureFlap?

“I can't think of anything that you could do to improve the customer service .

The service I experienced was excellent and is going to be the benchmark by

which I judge other companies.”

SureFlap – a brief history of cats

£ 367% 186% 30% 50%

500,000

2012 2008 2009 2010 2011 2013 2014

54%

Why is Customer Service important?

80% Companies believe they have

Good Service

vs 8%

Of their customers agree

95% of people who experience a bad experience share that with others.

54% of them share it with more than 5 other people.

Using Salesforce as an SME

• Using the power of cloud based technology we

manage global customer service in 4 languages from

3 locations covering 17 countries

• Our focus on customer service, partnered with our

cloud based solutions have lead our amazing growth

40X

How we use Salesforce – Integral to our business • SALES

• All Business Account details in one place

• Sales Team have all information in one place (desktop or on the road)

• Tracking orders

• Tracking revenue

• Anytime business snapshots

• MARKETING

• Campaign creation, growth and results based monitoring

• ROI tracking

• Targeted Campaigns – through segmentation & data analysis

• Exact Target email platform

• CUSTOMER SERVICE

• All Customer details and contact recorded in one place

• Creating Amazing Customer Service

• Follow up with our customers to ensure they are happy with our products &

services

• ENGINEERING

• Recording all faults

• Feedback received from Customers & Customer Service

• Consistently improving products

• Catching problems before they become wide-scale issues

How can you use Salesforce

in your business

Cloud based technology – easy for our business

• Salesforce & New Voice Media have allowed us to run a

global, multi-language contact centre with minimum staff

• Make it easier to do business on a global scale

• Companies who are open and transparent create better

workplaces

• Sharing information makes it easier for people to do their

jobs.

Salesforce Chatter - easy for our employees

• Our staff can get and give feedback immediately

Salesforce - easy for customer service teams

NewVoiceMedia

• NVM allows us to route all customers to the same

agent (if available)

• Customers to route through to multi-language agents

depending on which country they are calling from

• This works seamlessly, without the customer ever

seeing the system working (like magic!)

Salesforce - easy to follow up

• Feedback circles so our customer feedback counts!

• Use it to run surveys automatically after purchase and receipt of

customer service.

• We can (and do) respond to every customer who doesn’t score us

a 9 or 10.

• We follow up to solve the persons problem

• We can surprise them with proactive solutions

• Salesforce integrates with outside survey tools so everything is

branded SureFlap

Salesforce - easy for your customers

• Easy is the new great in customer service

• Salesforce allows us to manage our customer contact by

• Phone

• Email

• Contact Us Form

• Social Media

• Live Chat

• Bespoke Programmes

• Each contact appears the same and we can give the same

answers across all of our platforms

SureSolve –bespoke customer service tool

linked to salesforce Solve problems… troubleshooting

Reducing call numbers (Beta trial – 3 – 5 calls/day)

Easily notifying agents through workflow/flow.

Agents deal with cases in the same way – spare parts/solutions sent out

automatically.

Customers feel their problems are solved, even if our offices are closed.

One Week After Purchase One Month After Purchase

Measuring Success – NPS as a journey

87% 91%

94% 3% 2.5% 0.5%

100% Satisfaction 90% Satisfaction 80% Satisfaction < 80% Satisfaction

Measuring Success – NPS as a journey

80%

69%

70%

UK (2012) US (2013) DE (2011)

NPS

Leaders by

Sector (Satmetrix)

1 2 3

Global Customer Service NPS Scores

>99% >90% >99% >96% >85%

Salesforce – easy for our future The world is making connections that inform us of ourselves, our

cars, our toothbrushes…

Actions speak louder than words, imagine if your pets actions could

talk to you. Are they at home or outside enjoying their freedom? Now

imagine doing that from anywhere in the world.

Nick Hill – SureFlap Founder

“ ”

…but what if you knew more about your pets?

Thank you!

Sarah Metcalfe

Email: s.metcalfe@sureflap.co.uk

Phone: 01954 266003

Twitter: @AskSureFlap

Want to find out more?

• If you are already a Salesforce customer, then please speak

to your AE with any queries or to follow up

• Visit our Salesforce1 Service Cloud page: http://bit.ly/1g8pJut

• Webinar recording and slides to follow next week by email

• View previous webinar recordings and sign up for upcoming

sessions: http://www.salesforce.com/uk/events/webinars/

• Join us for our next webinar: Thursday 9th October at 10:00

a.m. – “The three waves of customer experience” – with

Ventana Research.

Register here: http://sforce.co/1uSA5dq