Service Cloud: The Perfect Pitch for Telesales Dianne Conely, K12.com, VP of Marketing Operations and Technology @dianneconley Chris Bland, Groupon.com, Sr. Developer @chrisbland BlandCode.wordpress Sawan Deshpande, Salesforce.com, Principal Solution Engineer @sawandeshpande
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Service Cloud: The Perfect Pitch for Telesales
Dianne Conely, K12.com,
VP of Marketing Operations
and Technology
@dianneconley
Chris Bland, Groupon.com,
Sr. Developer
@chrisbland
BlandCode.wordpress
Sawan Deshpande,
Salesforce.com,
Principal Solution Engineer
@sawandeshpande
Agenda
• Intro to Service Cloud for Telesales
• Product Demo
• Telesales @ K12.com
• Telesales @ Groupon.com
• Q&A Panel
Safe harborSafe 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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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.
Is your Telesales Contact Center Social?
7 Necessary Transformations for Telesales
Yesterday Today
1. Traditional Media
2. All Customers Are The Same
3. Swivel Chairing
4. Simple Rules
5. PDF
6. Hard-coded flows dependent on IT
7. Constant Post-mortem Analysis
1. Social Media
2. Segmented customer base
3. Agent focus on successful business outcomes
4. Sophisticated Upsells / X-sells
5. Your Favorite Tablet
6. #Rockstar Business Analysts
7. Bottoms-up “social” Enterprise
Why Salesforce for Telesales
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
PERFECT FIT
+27%Sales
World’s #1 Sales Application
+34%Customer
Satisfaction
World’s Leading Social Customer Service App
+
+29%Increase in Innovation
World’s Leading Cloud App Platform
+
① We Got All the Basics…. And MORE
Lead & Campaign Management
Forecasting & Pipeline Funnel
Run 5X Faster at ½ Cost with Force.com
Single Customer Profile
Life to your CRM Data
SocialProfile
+32%Improved lead conversion rate
② Empower Your Agents with a Rich Desktop
www.salesforce.com/service
Built-in “Open” CTI
Optimized for high volume operations
Bring in Your Legacy Backend
Enabled for Multi-Channel
Real-time Performance Management
Multi-Channel
+36%Increase in agentproductivity
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
AgentConsole
HighVolume
③ Create Consistency in Your Sales Processes
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+25%Higher Close Rates with Salesforce
Automate Sales Processes
Onboard and Train Agents Faster
Agent Call Scripting
Integrated Knowledge Base
Appexchange
Knowledge
④ Unleash Your Business Team
+44%Improved Forecast Accuracy
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Point & Click Analytics
Proactive Alerts
Swarm with entire enterprise
On Any Device
Make IT focus on “Strategic”
Analytics
ChatterALERTS
IT Heroes
⑤ Initiate Your Customer Journey on a High
+28%Increase in customer retention
Single customer profile
Integrated customer self-service
Entitlements for customer segmentation
Build new relationships
Maximize existing relationships
SocialProfile
Communities
Upsell / X-sell
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.