Service Cloud Kundenservice von morgen heute schon bereitstellen
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This document discusses how Salesforce is leading in customer engagement and the need for modern customer service solutions. It highlights new features in Smart Agent Console and Analytics Cloud for Service that provide intelligent, fast and simple tools to improve agent productivity and the customer experience. Customer case studies show improved satisfaction, faster issue resolution, higher agent productivity and lower support costs with Salesforce. The presentation concludes with comments from Adidas on their experience with Salesforce solutions.
Service Cloud Kundenservice von morgen heute schon bereitstellen
- 2. Kundenservice von morgen heute schon bereitstellen Thomas Reissner Service Cloud Co-Prime
- 3. Safe Harbor “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation contains forward-looking statements, the achievement or success of which involves risks, uncertainties, and assumptions. If any such risks or 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. The risks and uncertainties referred to above include – but are not limited to – risks associated with possible fluctuations in our financial and operating results; our rate of growth and anticipated revenue run rate, including our ability to convert deferred revenue and unbilled deferred revenue into revenue and, as appropriate, cash flow, and our ability to grow deferred revenue and unbilled deferred revenue; errors, interruptions or delays in our service or Web hosting; breaches of our security measures; the financial impact of any previous and future acquisitions; the nature of our business model; our ability to continue to release, and gain customer acceptance of, new and improved versions of our service; successful customer deployment and utilization of our existing and future services; changes in our sales cycle; competition; various financial aspects of our subscription model; unexpected increases in attrition or decreases in new business; our ability to realize benefits from strategic partnerships; reliance on third-party computer hardware and software; the emerging markets in which we operate; unique aspects of entering or expanding in international markets; our ability to hire, retain and motivate employees and manage our growth; changes in our customer base; technological developments; regulatory developments; litigation related to intellectual property and other matters, and any related claims, negotiations and settlements; unanticipated changes in our effective tax rate; factors affecting our outstanding convertible notes and credit facility; fluctuations in the number of shares we have outstanding and the price of such shares; foreign currency exchange rates; collection of receivables; interest rates; factors affecting our deferred tax assets and ability to value and utilize them, including the timing of achieving profitability on a pre-tax basis; the potential negative impact of indirect tax exposure; the risks and expenses associated with our real estate and office facilities space; and general developments in the economy, financial markets, and credit markets. Further information on these and other factors that could affect the financial results of salesforce.com, inc. 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 most recent Form 10-K. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. 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 their purchase decisions based upon features that are currently available.
- 4. VIDEO
- 5. Salesforce ist seit Jahren führend bei Customer Engagement This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Magic Quadrant for CRM Customer Engagement Center 27. April, 2015 Analyst: Michael Maoz, Jim Davies Gartner bewertete Salesforce als das führende Unternehmen hinsichtlich Umsetzbarkeit und Vollständigkeit der Unternehmensvision. Source: Gartner (April 2015)
- 6. Unsere Kunden erzielen fantastische Ergebnisse +45% höhere Kunden- zufriedenheit +48% Schnelleres Schließen von Tickets +47% Agenten- Produkti- vität +45% schnellere Bearbeitungs- zeit +45% Kunden- bindung +45% geringere Support- kosten Erzielte Ergebnisse von Salesforce-Kunden im Durchschnitt Quelle: Ergebnis einer Kundenzufriedenheitsumfrage vom Mai 2015 durch das unabhängige Unternehmen Confirmit Inc.
- 7. Die Kundenerfahrung wird zum entscheidenden Faktor Source: Customers 2020 Report “Die Kundenerfahrung ist heute ein wichtigeres Differenzierungsmerkmal als der Preis und das Produkt selbst.” Preis Produkt Kunden- erfahrung Nr. 1
- 8. Die Lücke in der Kundenerfahrung Herkömmliche Customer Service Lösungen Ihre Kunden Nicht für Mobilgeräte ausgelegt Personalisiert: erwarten passende Antworten immer und überall Intelligenter: die richtige Antwort zur richtigen Zeit Schneller: ständige WeiterentwicklungKeine verknüpften Kundendaten Zu langsam
- 9. NEW Neu: Smart Agent Console Einfach: Höhere Agent-Produktivität durch neues, modernes Layout Schnell: Alles im Blick - die richtigen Antworten schneller finden und liefern Feed-first: Höhere Effizienz durch Erstellen, Verwalten und Anzeigen von Tickets im neuen Compact Feed Intelligenter Featuring: Die Service Intelligence Engine
- 10. NEW Neu: Analytics Cloud for Service Plattform: Integration aller Service-relevanten Daten Einfach: für Mitarbeiter, Partner und Manager konzipiert Mobil: Alle Geschäftsdaten immer dabei und griffbereit Intelligenter …alle Daten HR- Daten Field Service Daten WFM Daten Kunden- treue Kunden- umfrage- ergebnisse Alle CTI - Daten Produkt - Daten Retouren
- 11. Thomas Reissner Account Executive Service Cloud Swen Borgmann Senior Solution Engineer
- 12. Anupam Kaul Global Program Manager Adidas Eduard Spitz Senior Director CRM / Loyalty / Marketing Intelligence Platforms Adidas
- 13. Danke