Community Cloud - Gemeinsam geht alles Besser - Kundenbindung stärken mit der Salesforce Community Cloud
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The document highlights Salesforce's Community Cloud as a tool for enhancing customer engagement and collaboration among employees, partners, and clients in various industries, particularly in the aviation sector led by IATA. It discusses the implementation of the Community Cloud for improving communication and efficiency, exemplified through case studies such as the IATA CIO Forum and the IATA ISS Portal. Additionally, it includes a forward-looking statement regarding potential risks and uncertainties affecting Salesforce's business operations.
Community Cloud - Gemeinsam geht alles Besser - Kundenbindung stärken mit der Salesforce Community Cloud
- 1. Gemeinsam geht alles besser: Kundenbindung stärken mit der Salesforce Community Cloud Birk Angermann Lead Solution Engineer [email protected] Julian Scharf Senior Account Executive [email protected] Lisa Grotenrath Business Development Representative [email protected] Tim Grosser Head of Digital Transformation IATA [email protected]
- 2. 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. Safe Harbor
- 3. Vernetzen Sie sich mit Ihren Kunden auf neue Art und Weise. Werden Sie zur Customer Company Sales Service Marketing CommunityApps Analytics
- 5. Unternehmen orchestrieren ein äußerst komplexes Ökosystem Angestellte Partner Kunden Daten Apps Lieferanten Reseller AgenturenProzesse
- 6. Zusammenarbeit mit Kunden, Partnern und Mitarbeiter neu erfunden Verbunden mit allen Endgeräten Verbunden mit Ihrer Marke Verbunden mit Ihren Prozessen
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- 10. Das Einbinden Ihres Ökosystems erzielt klare Vorteile Source: Salesforce Customer Relationship Survey conducted March-April 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary. Kunden 48% + Schnellere Problemlösung 43% + Mehr Geschäft über Partner 46% - Weniger Zeit, um Experten zu "nden Reseller Angestellte bit.do/sfwt
- 11. IATA
- 13. Vielen Dank
- 15. Salesforce Community Cloud Tim Grosser Head of Digital Transformation
- 16. IATA in Brief Global trade association for the world’s airlines 240 passenger and cargo carriers 84% of global air traffic Meeting our members’ needs
- 17. 3 Vision
- 18. Core Activity FINANCIAL SETTLEMENT $387B 99.99% $17B REDUCE COSTS AND INCREASE EFFICIENCY ACROSS THE AVIATION VALUE CHAIN FINANCIAL SAVINGS REGULATORYADVOCACY OPERATIONAL
- 19. Key Issues Continually improve aviation safety Increase value through partnership Protect the interests of the industry Reduce environmental impact
- 20. Backbone of global, interconnected industry Global / Regional / Local advocacy Protecting airline $ Promoting Aviation Setting global standards Commercial services Minimal annual dues IATA Value Proposition
- 21. Salesforce at IATA Sales Cloud Campaigns Leads Opportunities Service Cloud – Customer Service for the Financial Clearing Global footprint from 5 hubs, MIA, BJS, SIN, MAD, AMM 400,000 cases annually Multiple Channels, Phone Email Webforms Custom Applications - using workflow Ie: Agency approval
- 22. IATA CIO Forum We needed a tool to promote collaboration within the Airline CIO community We have a community with (potentially) 200-300 Airline CIO’s and senior IT executives to promote innovation Needed to be Modern / clean design, “Facebook style” Mobile Represent the innovation we are trying to promote Low cost
- 23. An Introduction to IATA - June 2015 9 IATA CIO Forum
- 24. IATA CIO Forum
- 25. IATA CIO Forum What did we do Built in 2.5 days, using Communities cloud (VeraSolutions.org) Home page – new template look and feel, which linked to Groups Each Topic used the Chatter feed page Usage Virtual Product Development Group Collaboration on key “Digital” topics Pre-discussions for our the IATA CIO Forum (in October each year) Benefits Low cost Modern look, very simple to use Email weekly digest
- 26. IATA ISS Portal Our Problem No clear mechanism for agents to manage interaction with IATA We Needed: Wanted to build one customer portal to Increase customer satisfaction Acknowledge receipt of query Fully visibility Single sign on Reduce number of questions by leveraging knowledge database
- 27. IATA ISS Portal
- 28. IATA ISS Portal
- 29. IATA ISS Portal
- 30. IATA ISS Portal Launched in January 2014 Now 32% of cases are logged via the portal 94,000 users access the portal, Average of 25,000 logons per week Full visibility for the customer Increased customer satisfaction
- 31. An Introduction to IATA - June 2015 17 Tim Grosser Head of Digital Transformation [email protected]