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]