Welcome to the Customer Success Platform for Communications Connect with Customers through 1:1, Effortless Journeys Andrew Baer SVP, Salesforce Industries Communications and Media [email protected]
Jul 14, 2015
Welcome to the Customer Success Platform for Communications Connect with Customers through 1:1, Effortless Journeys
Andrew Baer SVP, Salesforce Industries Communications and Media [email protected]
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LAN / WAN
Client
Server
Thousands Millions Trillions Billions connected things
customer interactions
Connect With Your Customers in a Whole New Way
Mobile
Cloud
LTE
SNA
Terminal
Mainframe
The Customer Gap
Your Company
Service Agents
Salespeople Marketers
Customers
77% of customers are not engaged with companies
Not engaged with:
Your mobile apps Your communities Your employees
Today, Customers Demand Personalization
Financial Services
Healthcare
Retail
Communications
& Media
Manufacturing & Automotive
Government
Personalized, Effortless Journey
Personalized Engagement Anytime
Personalized Care
Personalized Shopping Everywhere
Personalized Coaching
Personalized, Fast engagement
Personalization Pull
And Companies are Pressured to Engage Deeper
Financial Services
Healthcare
Retail
Communications
& Media
Manufacturing & Automotive
Government
Personalized, Effortless Journey
Personalized Engagement Anytime
Personalized Care
Personalized Shopping Everywhere
Personalized Coaching
Personalized, Fast engagement
Personalization Pull Deeper Engagement Push
New Reimbursement Rules (ACA)
Consumer focus (Volcker Rule)
Internet of Things
Online pressure (Amazon)
Expectation & Trust Gap
Over-The-Top Disruption (Whats App)
Systems of Record
Companies Need a Customer-Centric System of Engagement
Infrastructure
Transactions
Treatment
Merchandising
Products
Products Systems of Engagement Mobile Cloud Social
Data
Science
Competitive & Margin Pressures Driving Shift Towards Customer
Over-the-Top Disruption
Industry Consolidation
New Providers
Bandwidth Explosion
Disruptors Setting New Bar for Customer Demands Need for 1:1, Effortless Journeys
OTT Video
App Store
Data
M2M
OTT Messaging
OTT Voice
Telcos Must Reimagine Engagement
1:1, Omni Channel, Effortless Customer Journey Easy & personalized journey right for every situation
IT Agility for Business Agility Agile platform that keeps up with changing needs
Collaborative Employee and Partner Journey Empower employees & partners to collaborate around customer
Omni-Channel Engagement Platform
ü Shared Engagement Platform ü Customer-Centric Data Model ü Connected Experiences ü Accelerated Innovation ü Shared Analytics Across Channels
Provisioning Billing Serviceability TN Mgt Service Assurance Product Master
WFM
Order Mgt
Single Platform of Engagement Across Agent & Unassisted Channels
Systems of Record Optimized for Transaction Processing
MDU Self Service .COM
Social Care
Field Techs
Direct Sales
Indirect Channel Retail
Call Centers eCare Comm-
unities Apps
Customer Success Platform For Communications
Connected Customer Subscriber Ordering Subscriber Service Business Customer Lead To Order
360 View of Customer
Enhanced Self-Service
Content and Offer Recommendations
Subscriber Analytics
Consumer Facing Apps
Communities of Interest
Customer Facing Apps
Predictive Intelligence
Acquisition and Retention Through Social and Mobile
Campaign Management
Troubleshooting App
eBilling/EBPP
Agent Trouble Management
Agent Billing Inquiry & Resolution
Account Management
Enterprise Sales
SMB Sales
Mobile Sales & Ordering
Complex Order Configuration
Enterprise Account Mgt
Salesforce Industry Solutions for Both B2B & B2C
Customer Success Platform For Communications
Salesforce Works with your BSS/OSS Environment
Product Catalog Marketing Sales Customer
Management Order Capture Trouble & Case Management
Billing Inquiry & Resolution
Network
Rating & Billing
Service Assurance
Problem Management Diagnostics
Billing
Order Management
Product Master
Order Orchestration Supply Chain Workforce
Management
Order Management
Provisioning Activation
Service & Resource Inventory
Billing
Rating & Billing
Policy & Real-time Charging Mediation
Orders Trouble Tickets Billing Products Inventory Scheduling
Common Objects
Channels Retail Indirect Channel
Direct Sales MDU Call
Centers Field Techs
Self Service.com
eCare & Social Care
Commu-nities Apps
BSS
OSS
Network
Telephony
Connecting to Customers in a Whole New Way Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer
Enterprise Multi-Tenant Cloud for Business and IT Agility
Omni-Channel with Social Integration for Effortless Journeys Everywhere
Cloud Collaboration to harness Crowd Sourcing Of Employees, Customers, Partners, and Networks
Proven Technolgy Sales Cloud, Service Cloud, Marketing Cloud, Salesforce 1 Platform
Quadstar omni-channel experience
Xfinity HD TV
Customer Director
Analytics Product
Chat
Apps
Store
Social
Meet Jake