An overview of why organizations should strongly consider adoption of salesforce.com and utilize the flywheel group to assist them in customizing and deploying the solution.
2. s
u cces
f or S
nda go
Age i d it
he re d
–w tu re is
CRM g? e fu
ron th
w n d– r
D ema st ome
On- r cu
ere… fo
h ru les
ew ss
he n e succe
T rvic t
se y le men
e stud u imp
Cas l p yo
u s he
Let
2 www.theflywheelgroup.com
3. s
u cces
f or S
nda go
Age i d it
he re d
–w tu re is
CRM g?
wron e fu
th
n d– r
D ema st ome
On- r cu
ere… fo
h ru les
ew ss
he n e succe
T rvic t
se y le men
e stud u imp
Cas l p yo
u s he
Let
2 www.theflywheelgroup.com
4. CRM - The Promise
Driving Performance through Customer Focus
Executives
- How do I improve service level provision to all citizens?
- How can I understand anticipate and manage the current and future
service needs of citizens?
- How can I simplify the process of dealing with my authority?
Managers
- How can I understand where to apply resources?
- How can I my team have access to all available services?
- How can I make sure open enquiries are being responded to on time?
Employees
- How do I spend more time serving citizens and less time “tracking
things down”?
- How can I spend less time reporting to my management?
- How do I solve my customer’s problem on the first call?
3 www.theflywheelgroup.com
5. CRM – The Usual Problems
Expensive Deployments with Minimal Returns
High Cost High End User Rejection
$15-20K per seat to deploy Poor usability results in poor data
• High set-up/implementation costs • Hinders sales productivity
• Significant IT resource support • Limited executive insight & reporting
• Expensive & complex upgrades
High Complexity High Failure Rate
“We have heard the same story from ……
“55% of traditional CRM projects are a
customers and prospects, that they do
failure and 42% of licences purchased
not need 200-plus CRM modules, more
are shelfware” - Gartner
than 1,500 tables, and an interface
capable of landing the space
shuttle” – AMR, November 2002
4 www.theflywheelgroup.com
6. s
u cces
f or S
nda go
Age i d it
he re d
–w tu re is
CRM g? e fu
ron th
w n d– r
D ema st ome
On-
here… ules fo
r cu
r
he new ccess
u
T rvice s t
se y le men
e stud u imp
Cas l p yo
u s he
Let
5 www.theflywheelgroup.com
7. The Internet Disrupts All Modern Life
1.7 billion users and counting
6 www.theflywheelgroup.com
8. The Internet Changes Enterprise
Software
Client/Server On-Demand
IBM/DEC Mainframes
Systems Utilities
1970 1990 2000
7 www.theflywheelgroup.com
9. Disruptive On-Demand Utility Model
Traditional Software On-Demand Utility
Build Your Own Plug In & Subscribe
8 www.theflywheelgroup.com
10. Ron Hess - Neoforma
“Moving from trading excel
spreadsheets to using an on-demand
model for true information sharing”
9 www.theflywheelgroup.com
11. s
u cces
f or S
nda go
Age i d it
he re d
–w tu re is
CRM g? e fu
ron th
w n d– r
D ema st ome
On- r cu
ere… fo
h ru les
ew ss
he n e succe
T ervic
s y men
t
le
e stud u imp
Cas l p yo
u s he
Let
10 www.theflywheelgroup.com
12. New Rules For Customer Service
Success - http://www.supportforce.com/uk/landing/new-rules.jsp
ld
d Wor
De man
-
a n On et
ce ss in Intern
Suc for
the
t
Buil se
to-u k
asy- an d ris
E cost e
o w to valu
L ti me
Fast i sab
le
stom te
Cu int egra
asy -to- lutio
n
E so
l ete ies
omp pa bilit
C a l ca
Glob
11 www.theflywheelgroup.com
13. Supportforce.com Delivers Success
ld
nd Wor
D ema
On- et
in an In tern
c ess the
Suc ilt fo
r
Bu se
to-u k
asy- d ris
E an
ost e
c valu
L ow to
t ime
Fast isab
le
m te
C usto nt egra
to-i ion
asy-
E s olut
mp lete ilitie
s
Co cap
ab
al
Glob
12 www.theflywheelgroup.com
14. Supportforce.com Delivers Success
ld
nd Wor
D ema No software
On- et
in an In tern
c ess the No hardware
Suc ilt fo
r
Bu se Lower cost
to-u k
asy- d ris
E an Lower risk
ost e
c valu
L ow to
t ime Less complexity
Fast isab
le
m te Easy to use
C usto nt egra
to-i ion
asy-
E s olut Faster time to value
mp lete ilitie
s
Co ab Industry Leading Partners
al cap
Glob experience success.
12 www.theflywheelgroup.com
16. Salesforce.com: The On-Demand CRM
Leader
The On-Demand CRM Leader
Award-winning on-demand CRM
Award-winning on-demand platform
55,400 customers, 1.5 million subscribers
Adding 10x the new subscribers of nearest
public competitor2
Democratizing success for companies of all
sizes, including first 3,000+ user deployment
14 www.theflywheelgroup.com
17. 55,400 Success Stories – Solution for Every Industry
1.5 million Subscribers
Business Services Consumer Services Public Sector Healthcare/Pharma Manufacturing
UK Ministry
of Defence
Financial Media/Internet Technology Telecom Transport/Logistics
15
Approximate figures as of 10/31/04. www.theflywheelgroup.com
18. in Public Sector
New Jersey Transit call centre handling
complaints and resolutions
Environmental Protection Agency – web based self
service and workflow routing
http://www.ergweb.com/projects/ccli/enroll/form1.htm
http://www.ergweb.com/projects/ccli/supporter/join.asp
US Department of Transport – citizen polling application
State of Maryland – general citizen contact centre
State of New Mexico – department of tourism,
handling of general enquiries and complaints
16 www.theflywheelgroup.com
19. What does Customer Service require?
Communication Channels
Phone Email Web
• An easy way for customers to
communicate with your company
Communication Layer
A Customer Service “Application” Case mgmt. Knowledge Service
Mgmt. Analytics
• UNDERSTAND the Customer
• RESOLVE the issue
• MEASURE Performance
The “Platform”
• Integrate and Customize
Customization Platform
• Seamless exchange of data and
business logic Integration Platform
17 www.theflywheelgroup.com
20. Not all channels are created equal
Cost/Request
Phone
Phone: $7- $30
Channel
Email: $2 - $9
Email
Web: $.50 - $.75
Web
Low Hi
Cost and Service Quality
18 www.theflywheelgroup.com
21. Complete Functionality
Integrated CTI Case Management
• State-of-the-art telephony • Create, track, and manage
integration with STAPI customer service requests
• Rules-based routing with context- • Integrated with contract
sensitive screen-pops management
• Outbound dialing and support for
call scripting
Email Management Service Process Workflow
• Auto acknowledgements with • Case queues to manage agent
rules-based personalization workload
• Library of email responses • Rules-based case assignment
• Email tracking and monitoring • Customizable business processes
• Integration with leading email
clients
Unified Agent Desktop SLA Tracking & Management
• Single desktop for all supported • Contract management and
channels service level commitments
• Simple and intuitive user interface • Escalations and notifications
• Follow-the-sun support
19 www.theflywheelgroup.com
22. Robust Performance Analytics
Service Analytics
• Track metrics like case
response times, first call
resolution rates
• Measure industry-specific
key performance indicators
(KPIs)
• Identify service trends
Performance Monitoring
• Track agent workload and
performance
• Easily integrate with workforce
management systems
Dashboards Manage Your Service Organization More
• Real-time snapshots of Effectively with Real-Time Analytics
service performance
• Easy-to-use wizards
20 www.theflywheelgroup.com
23. Industrial-Strength Infrastructure
On Demand Expertise
• Scalability (1.5 million + users)
• Reliability (>99.9% uptime)
• Performance (< 250ms response)
• Disaster Recovery (N+1 redundancy)
• Security (128 Bit SSL)
Customer Benefits
• World Class Infrastructure
• Stable Environment
• Platform to Grow
• Salesforce.com CIO Expertise
21 www.theflywheelgroup.com
24. s
ucces
f or S
nda go
Age i d it
he re d
–w tu re is
CRM g? e fu
ron th
w n d– r
D ema st ome
On- r cu
ere… fo
h ru les
ew ss
he n e succe
T rvic t
se y le men
e stud u imp
Cas p yo
t us hel
e
L
22 www.theflywheelgroup.com
26. Misys
9th largest software company in the world
• Provide IT and Outsourcing facilities in banking, healthcare and FS
$1.6B Revenue, 6,000 employees
Want to become the SAP of the Banking world (long term trend -
banks are moving from in-house to 3rd party packages)
Customers…1,400 banks
• 3 Core systems
Midas 450 Wholesale and international banks
Equation 270 Retail banks
BankMaster 190 Retail and Universal banks
• 4 Departmental solutions
Summit 110 treasury & capital markets operations
Opics 130 treasury departments
GMS 800 banks, funds and corporates
Loan I/Q 30 banks
• Enterprise Risk
Risk Vision 30 banks
24 www.theflywheelgroup.com
28. Business Problem
Insufficient
Member Research
Infrastructure
contact
Member Events
Payments
No Reliable MI DBS
Non DBS
Commissions Account
Commissions Management
Manual Procedures Compliance
Assured
Services
Helpdesk Mortgage
No Audit Trail Mi-solution Applications/
Services
Helpdesk Exits
Multiple Support
Systems
Pension Sesame
Solutions Direct
Lack of Ownership
Unhappy members
26 www.theflywheelgroup.com
29. Misys Web-based Service Strategy
• Enhance the quality and breadth of offering
• Deliver an improved customer experience
• Higher customer satisfaction
• Accelerated product growth
• Integration of web services with telephone allows
greater value to be delivered at significantly lower
costs
27 www.theflywheelgroup.com
30. Major Deliverables
Customer Registration
• Call submission, Solution search, Progress reporting
Case Management
• Case assignment and routing, Managing SLA’s, Escalation, Use of
KB, Customer feedback
Knowledge Management
• Knowledge Capture (new knowledge=valuable), generating,
editing, reviewing, publishing knowledge
Management Reporting
• Service agent dashboard, productivity reporting, product quality
metrics
28 www.theflywheelgroup.com
31. Resolution Sesame Member contact
0845 122 1515
1st line First line Contact Complex queries
Centre
support …maximising ‘dialled & dealt’ query resolution…
2nd line Member BMU
Compliance Technology
Commissions Mortgages Helpdesk
support Support
Integrated Contact Management System and Knowledge Base (200 users)
indicates
29 www.theflywheelgroup.com
32. s
u cces
f or S
nda go
Age i d it
he re d
–w tu re is
CRM g? e fu
ron th
w n d– r
D ema st ome
On- r cu
ere… fo
h ru les
ew ss
he n e succe
T rvic t
se y le men
e stud u imp
Cas l p yo
u s he
Let
30 www.theflywheelgroup.com
33. Denise Carr – American Medical
Response
“we didn’t know what was going on”
31 www.theflywheelgroup.com
34. Contact us
for services to
adopt the cloud:
www.theflywheelgroup.com
32 www.theflywheelgroup.com