Unlock the Power of the Salesforce Service Cloud

Unlock the Power of the Service Cloud

• Salesforce Service Cloud, Brendan Callum– What’s new and what’s coming

• Q&A

• Instant Insights, Robert Perry– Performance analytics for contact centers

• Q&A

Agenda

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Perficient is a leading information technology consulting firm serving clients throughout

North America.

We help clients implement business-driven technology solutions that integrate business

processes, improve worker productivity, increase customer loyalty and create a more agile

enterprise to better respond to new business opportunities.

About Perficient

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• Founded in 1997

• Public, NASDAQ: PRFT

• 2013 revenue ~$375 million

• Major market locations throughout North America• Atlanta, Boston, Charlotte, Chicago, Cincinnati, Cleveland,

Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New Orleans, New York City, Northern California, Philadelphia, Southern California, St. Louis, Toronto and Washington, D.C.

• Global delivery centers in China, Europe and India

• >2,000 colleagues

• Dedicated solution practices

• ~90% repeat business rate

• Alliance partnerships with major technology vendors

• Multiple vendor/industry technology and growth awards

Perficient Profile

Business Solutions• Business Intelligence• Business Process Management• Customer Experience and CRM• Enterprise Performance Management• Enterprise Resource Planning• Experience Design (XD)• Management Consulting

Technology Solutions• Business Integration/SOA• Cloud Services• Commerce• Content Management• Custom Application Development• Education• Information Management• Mobile Platforms• Platform Integration• Portal & Social

Our Solutions Expertise

• Combined strength of two well established Salesforce.com Gold Cloud Alliance Partners– Previously known as Clear Task and CoreMatrix

• More than 450 customers across many industries

• Completed ~3,000 Salesforce engagements

• Expertise spans many Salesforce Clouds: sales, service, marketing, chatter, communities and development on Force.com

• One of the highest Salesforce.com customer satisfaction ratings: 9.5 out of 10!

Salesforce.com Business Unit

Salesforce Service Cloud

Unlock Service Cloud

• Service Console• Current: Lookup components, recent tabs• Future: Similar cases, knowledge sidebar

• Case Feed• Current: Custom publishers, milestone tracker• Roadmap: More standard publishers, co-browse

• Mobile Support• Current: Mobile service package• Roadmap: Salesforce1, Site.com widgets

Poll

Did you attend Dreamforce ‘13?

• Yes

• Yes… but I partied too hard and missed the Service Cloud roadmap session

• No

Service Console

Current State

• Best place for agents to work

• Tabs and sub tabs for handling multiple cases/records

• Lookup components for objects allow easy display of related data (contacts, accounts, etc.)

• Recent Tabs allows for quick navigation (like recent items)

Service Console

Roadmap

• Similar cases widget will be powered by predictive analytics engine

• Revamped knowledge sidebar will allow quick create of article, faster searching

• Ability to split console components or pin them to separate tabs/windows

Poll

• Do you use the Case Feed Page today?

• Yes

• No

Case Feed

Current State

• Shows all case interactions in a single feed (enabled by default as of Winter ‘14)

• Milestone Tracker allows for simple view of case milestone status/SLA

• Basic feed access available in Salesforce 1 (feed view, some post options)

Case Feed

Roadmap

• Additional standard feed actions available

• Initiate co-browse from case feed (allow instant screen sharing with customers)

• Enhanced ability to respond to cases via Salesforce 1

Poll

• Do you have a mobile friendly/optimized support experience?

• Yes

• No

• No – and our customers don’t use mobile devices

Current State

• New free AppExchange package for mobile support pages

• Knowledge Base and Chatter Answers Search

• Login and basic case management

• Multi-channel support options (phone, chat, web)

Mobile Support

https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B4ahjEAB

ROADMAP

• Salesforce1 standard pages available for customers

• Standard configuration options for apps and pages

• Responsive widgets for Site.com (to display cases, kb articles, other standard data)

Mobile Support

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Instant Insights

What is Instant Insights?

• New product/managed service solution

• Medium to large, high-volume contact centers

• Leverage contact centeranalytics to manage and train CSRs

• Currently in beta

• Future AppExchange and offered as a service

• Potentially a very high ROI solution

Contact Center Challenges

How Do Contact Centers Manage Quality and Performance today?

• Most contact centers perform random QA• Lack immediate ability to respond

to problem calls• Contact centers do not group their CSRs

in performance categories• Companies have little visibility into

business processes and efficiencies

For quality assurance and/or training purposes, do you randomly listen to calls in your contact center today?

• Yes

• No

• Not sure

Poll

Goal: Better Contact Centers

Leverage the power of Salesforce to become a better contact center

• Don’t listen to random calls

– ID outlier, problem calls and listen efficiently

• ID poorly performing CSRs, listen to their calls, provide coaching, monitor progress

• Quartile CSRs by performance. Manage, train and schedule based on objective performance measures

• ID inefficient business processes, rework, re-train and monitor progress

• Visually compare results from different teams or BPOs

• Real time, instant insights into contact center performance

People: a CFO’s ROI

• Similar efforts have seen a 20-second reduction for every 4 minutes (8+%) of average talk time (ATT)

• ROI holds in smaller contact centers as well

• Easy to calculate ROI

• Burden rate x the # of CSRs and supervisors

• ATT x cost per second x .08 = ROI

• Reduce cost via headcount or working hours

Secret Sauce

• Leverage the capabilities of Salesforce– CRM & CTI are integrated together for analytics

• Unique visualizations and drill-down capability

• Written in APEX and third-party tools on Force.com

• It’s real time

• It’s in Salesforce

• And it’s in the Chatter case feed

Is your telephony system currently integrated with your CRM/Contact Center management system?

• Yes

• No

• Not Sure

Poll

Process - Value Delivery

WHICH METRIC? WHICH PEOPLE?

WHICH SKILLS? WHICH CALLS? COACH!

Measure and Monitor

Top Problem Calls List

Activity Record

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Listen to Calls Immediately

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Take Action Now

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CSR Quartile Report

CSR Outliers Report

Powerful Additional Charts

Chatter Feed

Customizations Available

In The Box

CRM/CTI Info Average Talk

Time

Case Resolution Time

SLA Performance

Offers and Acceptances

Downstream Purchases or

Retention

Customer Satisfaction

Statistics

Custom and Side-by-Side Dashboards

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Thank You!

For more informationcontact: [email protected]