John Ball
Vice President
Service and Support Product Line
Track: Service and SupportKeynote
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding,and concerning the potential market for our existing service offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2007. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
What’s Happening at Dreamforce
Hear first hand from customers about best practices : Track Support I: Becoming Customer-Centric
Track Support II: Advanced Strategies
What’s Happening at Dreamforce
Campground
Call Center booth
Customer Portal Booth
Win an i-Phone!
Schedule one-on-one with product team
Service and Support Party
Tuesday 9/18 at 6:30 pm
Welcome
The world is changing…
Over 70M blogs created120,000 new blogs created/day
1.5 million posts/day
Every voice is now heard
2003 2004 2006 2007
2M
70M
28M
Num
ber o
f Blo
gs T
rack
ed
2005
Over 100 Million Users on MySpace
Individuals are more connected than ever
People are tapping into collective wisdom
What does this mean for Customer Service?
80%
of British Airways short haul passengers at Heathrow never have to stand in long check-in lines
Self-Service has Become a Way of Life
Offline and Online
Self-Service is the Fastest Growing Customer Interaction Channel
0
10
20
30
40
50
60
Percent of Contacts
Internal Call Center
OutsourcedCall Center
Self-Service
2006
2009
Contact volumes
increasing 8% per year
Customers are Connecting with their Peers
1M+ visitors on YouTubesaw a cable technician asleep on a customer’s couch
holding for the company call center
Your brand can be destroyed with a single click
Individuals Have a Stronger Voice
But, your old problems remain…In fact they are getting worse…
% of companies who believe they are serving their customers well 80%% of their customers who agree 8%
Source: Bain & Company
Kick off
Requirementsgathering
3 months
Customization & development
9-12 months
Testing User
acceptance Go live
Business requirementshave changed
18 months
6 months
Traditional Software is Often Obsolete by the Time it is Deployed
Now you are stuck
Go Live Faster than Traditional Solutions Can
Even Be Designed with
Requirementsgathering
Days
Customizationin days
Go live
Weeks Customize in hours
Customize in hours
“It took one person less than a week to customize, brand, and fully deploy the Salesforce Customer Portal in production”.
Mark Silber,
Deployments in 1 to 3 Months on Average
1.5 months
<3 months
3 months
3.5 months
3 months 1 month
1.5 months
<1 month
3 months
2 months
1.5 months3 months
2 months3.5 months
2 months
2.5 months
<2 months <1 month <2 months 3 months
• Personalized Experience
• Powerful Self-Service
• Create and Share Custom Apps
• Expose AppExchange Applications
• Customize with Clicks and/or Apex
Next Generation of Customer Self-Service
• Single view of customerinteractions across channels
• Full customer history frommarketing & sales to support
• Deliver promised levels ofservice through entitlements
• Make customers more successful by suggestingadditional products/services
• Turn any browser into acall center desktop
• Blazingly fast & easy to use• Single click access to all
the right information • Soft-phone that works
with 80+ telephony platforms• Respond faster with call-
scripting, click-to-dial, screen- pops, and call logs
• Stay on top of customer SLAsto ensure on-time resolution
• Optimize agent workload & performance
• Manage telephony and support metrics to improvecustomer experience
• Create reports and dashboard with a few clicks
360 Degree Customer View
Integrated Agent Desktop
Reports and Dashboards
Award Winning On-Demand Call Center
Customer Service for the Web 2.0 World
Empower your agents to Delight
Customers
Turn Customers intoEvangelists
Get up and running in weeks with on-demand
David CorkenOperations Director, Cars.com
“Salesforce Service and Support moves at the speed of our fast growing business. We can tweak the system and create new customer processes within hours and days instead of months and quarters.”
Qualcomm has standardized on Salesforce.com
Standardized on Salesforce across all divisions
Rolled out Salesforce Call Center across 4 major divisions
Salesforce Customer Portal used by 2000+ users for customer self-service
Salesforce Call Center used by over 500 Customer Service agents
Deployment lengths vary from 1 week to 4 months
Corporate Express is Using
1,300 Support Users of Case Management
Create over 50,000 cases per month which are tracked and analyzed for trends and root cause identification
Over 1,200 assignment rules, escalations, notifications, and approvals
“Case Management allows Corporate Express to manage workflow across multiple sites, measure performance, analyze trends, and identify root cause.”
Join us for Cocktails and Appetizers
AndWin an iPhone
Tuesday September 18th at 6:30 pm TWO San Francisco