The Evolution of Customer Service.

Transform the customer experience with Service Cloud

Sales
Service
Marketing

Apps Community
Analytics
 In the Connected World…
… Every Customer Needs Service

75%
of all interactions are with
Customer Service
Everything Else

Source: Gartner, Agenda Overview for Customer Strategy and Experience Management,
2013, 1.2.13
Evolution of Customer Experience
Yesterday Today Tomorrow
Web Self Service Twitter & Facebook Mobile Messaging Channels
Phone Communities Personalized Journeys
Email Responsive Mobile Support Embedded Service
Chat Unified Agent Desktop Connected Products
Systems of Record Systems of Engagement Systems of Intelligence
The Customer Experience Gap

Yesterday’s Customer
Your Customers
Service Solutions

Not built for mobile Personalized: want answers wherever they are, in context

Disconnected customer data Smarter: want the right answers the first time

Not built for speed Faster: needs constantly evolving

Customer Service Should Be…

Pain Free Proactive

Productive
Personal
Service Platform for Customer Success
Transform the customer experience with Service on Salesforce

Personalized Smarter Innovate

Service Support Faster
Connect 1:1 with every Empower agents and Build and scale at the
customer, anywhere managers with the right speed of your customers
tools and intelligence
 Customers Succeed Across All Metrics
Agent Faster Case
Customer Decrease in Resolution
Productivity

47 48
Retention Support Costs
+

45 45
+ - +
% % % %

45
+
Customer
%

Satisfaction

Average Percentage Improvements Reported by Salesforce Customers

Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Sustained leadership through continuous investment

Magic Quadrant for the Customer Engagement Center

2012 2013 2014 2015

#1
Market
Share: 7.5% 9.6% 12.4% 15.7%
Thank you