A New Era of Field Service in a Connected World Connect to Your Customers in a Whole New Way
Chet Chauhan VP Product Management, Service Cloud
[email protected] In/chetchauhan
Forward Looking Statement
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.
16 Years of Disruption & Technology Shifts
All Markets Are Being Disrupted
Telcomms & Media
Manufacturing & CSG
Financial Services
Healthcare & Life Sciences
High Tech
Any Industry
1:Many
1:1
Products
Services
Generic
Personalized
Reactive
Preventative
On-Premise
Cloud
Business First
Customer First
IoT
Data Science
Social
Mobile
Cloud
LAN/WAN
Client
Server
The Age of the Customer Everything and everyone is connected
Billions connected things of customer interactions
Trillions Millions Thousands
Mainframe
SNA
Terminal
“Customer experience has overtaken price and product as the key brand differentiator.”
#1
The Future is All About Customer Experience
Source: Customers 2020 Report
Price Product Customer Experience
The Connected World has Changed Customer Expectations
Connected products by 2020
75B
Field Service Was Not Built for the Connected World
Your company Your customers Disconnected from:
Systems Customers Employees
Connected Faster Smarter Personalized
Demand service that is:
52%
Source: Salesforce Service Excellence Survey 2016
Customers Are Expecting a Connected Service Experience From Phone to Field
Mobile
Community Social
Email Apps
On-site
Source: Salesforce Service Excellence Survey 2016
of executives believe they need to adapt their service models in order to keep up
with customers’ needs
92%
www.stanleyhealthcare.com
Support 17,000+ hospitals and senior living communities worldwide
Empower healthcare professionals with solutions to advance quality of care
Leveraging Lightning Console to put tools and analytics at agents’ fingertips
Delivering fast, precise support through connected products
Stanley Healthcare VIDEO
54%
Field Service Management is Challenging
Siloed teams and processes Poor resource allocation
Disconnected from CRM
of companies are using manual methods to handle field service
Lack of mobile support
Current systems are inefficient and costly
Source: Salesforce Service Excellence Survey 2016
Extend the Connected Customer Experience into the Field
Faster time-to-value Easy to integrate Flexible & scalable Mobile enabled
Modernize your field service solution to deliver a complete service experience
Customer Success Platform
Connect your Entire Workforce Empower agents, dispatchers, and mobile employees to deliver end-to-end support
Schedule Jobs and Work Intelligently Automate scheduling based on essential criteria to optimize on-site service and turn data into action Streamline Mobility in the Field Receive information and share job updates anytime, anywhere from any device
54% of companies are using manual methods to handle field service
Field Service in a Connected World
Source: Salesforce Service Excellence Survey 2016
Streamline Operations Across the Entire Service Chain
Service Agent Dispatcher Field Technician Customer
Faster Personalized Smarter Connected
Connect customers, agents, dispatchers, and service technicians on a single platform
Karen Hendrickx Lead Solution Engineer, Service Cloud
DEMO
Connect Your Entire Workforce on One Platform
Single view of the customer
Omni-channel engagement
Intelligent productivity, scheduling, and dispatching tools
Power a connected experience across the customer experience lifecycle
Increase employee productivity
Anticipate needs
Spot service trends
Increase CSAT
Automatically assign appointments to the right technician based on skills, location, or availability Visibility into key metrics and real-time insight to make smarter decisions View business and service operational data from multiple systems in one place
Schedule Jobs and Work Intelligently Get smarter about your customers and your field service operations
Streamline Mobility in the Field Access to critical information and resources anytime, anywhere via any mobile device
360 degree customer view
Real-time job status updates
Access to knowledgebase and community
Instantly connect to experts
65% of executives say field services agents still print out their service tickets and bring them to customer sites
Learn About Salesforce Field Service Lightning
Get more insight into Field Service Lightning
See Field Service Lightning in Action
Learn field service management best practices
Experience So Much More!
Field Service Webinar21st June
Visit servicecloud.com
See demos in our Product Showcase
Customer Success Expo
Speak with your Account Executive
thank y u