Atelier thématique du Salesforce World Tour Paris 2015

1. Community Cloud :
réinventez votre engagement client
Salesforce World Tour Paris – 25 juin 2015
Fabrice Talbot, Product Management Director
ftalbot@salesforce.com
@fatalbot

2. Safe Harbor
Déclaration conforme à la directive « Safe Harbor » contenue dans la loi américaine intitulée « Private Securities Litigation Reform Act » de 1995 :
Cette présentation est susceptible de comporter des déclarations conditionnelles, qui impliquent nécessairement une certaine prise de risque, des incertitudes et
des hypothèses. Si l'une de ces incertitudes se concrétise ou si certaines hypothèses se révèlent incorrectes, les résultats de Salesforce, Inc. pourraient être
sensiblement différents de ceux explicitement ou implicitement avancés par nos déclarations conditionnelles. Toutes les déclarations ne portant pas sur des faits
historiques peuvent être considérées comme conditionnelles, y compris les projections de disponibilité des produits ou des services, d'augmentation du nombre
d'abonnés, de bénéfices, de chiffre d'affaires ou autre valeur financière, toute déclaration concernant les stratégies ou les plans de gestion des opérations à venir,
toute opinion personnelle, toute déclaration concernant les services ou les développements technologiques nouveaux, planifiés ou mis à niveau, ainsi que les
contrats clients et l'utilisation de nos services.
Les incertitudes et les risques susmentionnés concernent, sans s'y limiter, les risques associés au développement et à la fourniture de nouvelles fonctionnalités
pour notre service, aux nouveaux produits et services, à notre nouveau modèle commercial, nos pertes d'exploitation antérieures, les éventuelles fluctuations de
nos résultats d'exploitation et de notre taux de croissance, les interruptions ou les retards de notre système d'hébergement, les failles des mesures de sécurité,
l'issue des litiges, les risques associés aux fusions et acquisitions réelles et éventuelles, la jeunesse du marché dans lequel nous évoluons, notre historique
relativement limité, notre capacité à développer, fidéliser et motiver notre personnel et à gérer notre croissance, les nouvelles éditions de notre service, ainsi que
le déploiement réussi chez les clients, notre expérience limitée en matière de revente de produits tiers, et l'utilisation et les ventes à de grands comptes. Vous
trouverez plus d'informations sur les facteurs pouvant influencer les résultats financiers de Salesforce, Inc. dans notre rapport annuel (formulaire 10-K) pour
l'exercice fiscal le plus récent et dans notre rapport trimestriel (formulaire 10-Q) pour le trimestre fiscal le plus récent. Ce rapport et d'autres documents contenant
d'importantes informations sont accessibles sur notre site web dans la partie Informations Investisseurs, section Documents pour la Commission des opérations
de bourse (SEC).
Certains services ou fonctions qui ne sont pas encore commercialisés et sont mentionnés ici ou dans d'autres présentations, communiqués de presse ou
déclarations publiques, ne sont pas encore disponibles et ne seront peut-être pas livrés à temps, voire pas livrés du tout. Les clients qui achètent nos services
doivent prendre leur décision sur la base des fonctions actuellement disponibles. Salesforce, Inc. n'est pas tenu et n'a pas l'intention de mettre à jour
ces déclarations conditionnelles.

3. Community Cloud fête ses deux ans
Notre mission en 2013 :
Mettre un terme aux portails traditionnels
Révolutionner vos processus métiers et les rendre
collaboratifs
Connecter vos clients, partenaires et collaborateurs

4. Réinventez le lien avec vos clients, partenaires et
collaborateurs
Clients + Marketing
Engagement client
Portails collaboratifs
Gestion des réclamations
Collaborateurs
Helpdesk RH
Coaching commercial
Intranet collaboratif
Partenaires
Canaux de distribution
Marketing et ventes conjugués
Gestion des opportunités

5. Un outil de gestion des données… et d’engagement
Outil de gestion des données Outil d’engagement
Données métiers Fil d’actualitésFichiers Groupes Profil
Clients PartenairesCollaborateurs

6. Innovation continue : + de 200 nouvelles fonctionnalités
Mobile Branding
Custom Mobile Apps
Expertise on Topics
Topics on Records
Unlisted Groups
Group Announcements
Community Feed
Managed Topics
Private Video Library
Support Case Creation
Support Case Escalation
Q&A Deflection
Community Designer
Console de gestion de communautés
Partner Integration
New Follow Model
Mobile Recommendations in Feed
Feed Recommendations
Email Attachments to Groups
Search Engine Optimization
Custom Domains
File Permissions
Unlisted Groups
Public Community Access
Files Connect for Microsoft
Community Dashboards
Gamification
Community Moderation
Federated Search
Q&A in the Feed
Google Drive Search, Share, Edit
Profile Based Rollout
Sunlight Search New Preview Links
Chatter Tasks
Search in Groups
Public Group Posts Salesforce Communities
Find in Feed
New Chatter Mobile
Connect in Apex
Customizable Communities
Group Digests
Profile Tabs
Topic Permission Sets
Salesforce Files
Expertise
Merged Topics
Files Connect
Community Builder
Trending Topics
Endorsements
Application mobile Salesforce1
User Reputation and Scoring
Communautés prêtes à l’emploi
Real-time Analytics
Advanced Moderation
Custom Actions in the Feed
Case Escalation to Agent

7. +48%
Vitesse de résolution
des requêtes
Nos réussites clients
+43%
Ventes partenaires
+45%
Satisfaction clients
+48%
Engagement des employés
Source : enquête sur les relations avec les clients de Salesforce, réalisée en mai 2015 par le cabinet indépendant Confirmit Inc. auprès d'un échantillon aléatoire de plus de 4 600 clients.
Le nombre de réponses varie selon les questions.

8. Quelques exemples concrets de réussites clients
connecte son
réseau de
franchisés
connecte ses
clients au
self-service
connecte
ses équipes
marketing
mondiales
connecte ses
hôtels
connecte ses
revendeurs et
clients
connecte
assureurs et
clients

9. Sylvaine Maury
Digital Services Director
Alstom Transport

10. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 10
Alstom Transport Services
Customer portal

11. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 11
Alstom Transport
Four activities
TRAINS SYSTEMS*
SERVICES SIGNALLING
*Including Infrastructure

12. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 12
Alstom Transport Services : problem solving ?
• Create /re create a link : a simplified access to customized and
value added services
• New ways of working
Customer relationship
• Increase notoriety
• A new distribution channel
Visibility
• Middle and long term : new business opportunities
• New services
New growth drivers

13. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 13
Customer portal value proposition
An access to :
Expertise (FleetCenter, Technical support, Safety and obsolescence alerts, installed base, FAQ)
People (Alstom new contacts, Collaborative tools chatter)
Documentation ( eCatalogue, News…)
An e-Business solution : PartsFolio
 A lifelong support in the management and operation of the fleet
 A continuous assistance, even after the end of warranty
 A new way of working : self-service, proximity, collaboration, personnalized information

14. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 14
The Customer Portal project
New Customer Experience
CRM
Enhancem
ent
Existing
Application
s
Citadis Fleet
Approach
 Technical Data management
 Technical support and content
. Added value services
 CRM Enhancement
 Opening CRM to customers
 CRM driver
 Integration : PartsFolio,
eCatalogue
 Digital leverage
Tool :
The Customer Portal
Processes :
Reactivity,
Transparency,
Collaboration
Approach :
Test & Learn
3 building blocks :

15. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 15
The Customer Portal : http://services.transport.alstom.com

16. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 16
The Customer Portal, a unique tool enabling
Services continuity througout the train’s life :
One environment – One access – One community
http://services.transport.alstom.com

17. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 17
Thank you

18. Questions - réponses

19. Merci !
1
2
3
Donnez votre avis aux bornes d’enregistrement ou en ligne et recevez un cadeau.
Profitez du cocktail networking dans le salon Cloud Expo dès 17h45.
Rendez-vous à Dreamforce à San Francisco du 15 au 18 septembre.
Plus d’infos sur : Dreamforce.com

20. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 20
Back up

21. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 21
An authenticated space - Homepage
News space
Collaborative
space (Chatter)
Contact Form
Latest alerts,
bulletins &
requests
Quick access to
my Alstom
Contacts

22. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 22
An authenticated space – « My Profile »
User personal
information
Customized
information
on Installed
Base
Quick access to
your Technical
Alstom contacts

23. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 23
An authenticated space - « Fleet Support »
Access to Fleet : e
catalog
FAQ
Request
Technical News
Space
Latest alerts,
bulletins and
requests
Quick access to
your technical
Alstom contacts
Latest shared
documents

24. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 24

25. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 25
An authenticated space – “PartsFolio”
Access to PartsFolio
features
Notification box
Quick access and
shortcuts

26. © ALSTOM 2013. All rights reserved. Information contained in this document is indicative only. No representation or warranty is given or should be relied on that it is complete or correct or will apply to any
particular project. This will depend on the technical and commercial circumstances. It is provided without liability and is subject to change without notice. Reproduction, use or disclosure to third parties, without
express written authority, is strictly prohibited.
Presentation title - 24/06/2015 – P 26
An authenticated space – “Tips & Tutorials”
Access to Training
catalog
Access to Training
sessions
Tips & Tutorials
News space