Salesforce offers the Service Cloud platform to help companies transform their customer service experience. Key capabilities of Service Cloud include empowering agents with tools and intelligence to provide personalized service across any channel. It also aims to connect agents directly with customers, build and scale customer service at the speed of customers' needs, and power customer service with artificial intelligence like Einstein. Customers report benefits like increased customer satisfaction, reduced costs, and faster case resolution times when using Service Cloud.

1. Salesforce for Service
Transform the Customer Service
Experience
kburton@salesforce.com
Katrin Burton
Director – Service Cloud Alliances

2. “Customer experience has
overtaken price and product
as the key brand differentiator.”
#1
The Future is All About Customer Experience
Source: Customers 2020 Report
Price Product Customer
Experience

4. The Conversation Gap
Service communication is transactional, personal communication is
conversational
Skype
WhatsApp
Viber
SnapChat
Messenger
WeChat
Your Company or Agency
The Citizen
Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: on any device
Thousands
of Calls
Twitter
Allo
SMS

5. Transform the Customer Experience
Innovate FasterSmarter SupportPersonalized Service
Empower agents and
managers with the right tools
and intelligence
Connect 1 to 1 with every
customer, anywhere
Build and scale at the speed
of your customers

6. On Any Channel

7. “We put the customer, the user, the passenger at
the center of everything.”
Tan Lye Teck – Executive Vice President
A consolidated platform that integrates CAG's various channels &
backend data sources
CAG needed a tool to deliver a consistent, quality, first class customer experience to every passengers who
arrive, depart or in transit of Changi Airport Terminals.
The platform channels & consolidates feedback collected from airport customers via touch-points including
websites, emails, the CAG contact centre and instant feedback systems located across CAG airport terminals.

9. Live Agent Chat - Connect 1:1 instantly on Any Device
Personalized, real-time online chat with
customers and prospects in multiple languages
Flexible routing rules, sneak peek, and
keyboard shortcuts to maximize agent
productivity
Build a smarter team with manager whispering
and chat metrics
agent productivity
+
30%

10. SMS Line
Live
Agents
Intelligent
Bots
MessengerWeChat
Salesforce LiveMessage
Seamlessly engage in conversations with your customers on any messaging app
Introducing

11. agent productivity
+
28%
Omni-channel routing & supervisor
Instantly route cases to the right agent and make adjustments
in real time with a full operational view
Productivity tools
Work faster with macros, recommended knowledge,
and a 360º customer view across any channel
Powered by Einstein
Use intelligence to predict customer needs and recommend
solutions
Empower every agent & manager to be their best
Service Cloud Lightning Console
NEW
NEW

12. “One of our fastest and most
successful customer facing
projects delivered to date”
One of the country’s most recognized brands, delivering >90M mail items weekly locally & abroad
Service Cloud is managing 30M+ customer interactions annually via multiple channels
Strong social brand with >300K followers – we integrated Facebook & Twitter into Service Cloud
Delivered Single view of customers with Service Cloud Console.
Australia Post live on Social Customer Service in under 3 weeks!
Brady Jacobsen, GM Customer Contact Channels

14. EmpowerAgents with an Intelligent Service Console
• Recommended Case Classification
• Recommended Response
• Sentiment Analysis
• Next Best Action
• Similar Cases
Help agents be their best
CSAT increase
+29%

16. Customer Satisfaction
Customer Attrition Reduction
Customer Effort Reduction
Employee (agent) Satisfaction
Success with Intelligence
Employee (agent) on-boarding time
Costs for service operations
Increase Revenue

17. Powered by
Einstein
Intelligent routing
Auto - Response
Happy Customer
Direct Support Agent
Recommend Response
Classification -
Sentiment -
Time to Close
Cases and Customer
Interactions
Our goal for 2017
Case classification
Predict common fields which
describe the problem
Predictive close time
Based on other similar issues,
predict how long it will take to
close the case
Recommended response
Recommend what the agent
should reply based on other
Replies, QuickText or Macros
Sentiment Analysis
Analyse the sentiment trend
among the interactions which
allow pro-active actions
Predict parent-child
case relationships
Identify Similar problems across
incoming cases

18. Jennifer Hall
Chief Customer Care Officer
increase in tNPS
+
20
Give customers instant access to help
Make it easy for customers to get help with In-App Chat, Knowledge,
Cases, or Tap to Call
Answer questions faster with context
Provide the best answer the first time based on where the customer
is within your app or website
Personalize conversations with SOS video support
Deliver one-of-a-kind service with 1- or 2-way video, screen share,
and on-screen agent annotation
Easily embed conversational service into every mobile or web app
Service Cloud Lightning Snap-Ins

19. Omni-Channel Presence & Routing
Smart, connected support across channels
Intelligent routing
Dynamically route the right cases to the right
agents, fast
Real-time presence
Manage agent availability and push cases at the
right time
Seamless interaction
Preserve the conversation across every channel,
on any device

20. Social customer service at 1/6 of the cost of a call center
Listen to conversations across 1 billion social
sources and respond in-channel
Automatic case creation and routing for quick
response
Provide personalized responses with
connected customer data
Connect Social Conversations to Your Business Process
Increasein customer retention
+ 34%

22. Put the Right Answers at Agents’ Fingertips
Knowledge base
Articles suggested in the context of solving
cases
Deliver Knowledge in one click to any
channel and to any device
Expose Knowledge to your website or
community
Apply knowledge management best
practices with KCS verification
Faster caseresolutiontime
+ 37%

23. reduction in
scheduling time
+60%
Intelligent scheduling & dispatch
Automate and optimize scheduling based on skills,
availability, and location
Manage & enhance productivity
Update work orders and track job status on site
or in the contact center
Dedicated mobile app
Empower mobile employees with offline capabilities,
instant updates, and knowledge on-the-go
Built mobile-first and offline-first to
connect your entire workforce
Field Service Lightning
NEW

24. Field Service is a Huge Growth Area
17% of the total addressable Service Market.
The market is forecasted to grow at 19% per year
of companies are still using an on-
premise field service solution
The global market for field service
management is huge and growing
$2.4B
by FY20
77%

25. Retail Associates Home Health Nurses Field TechniciansFinancial Advisors
Connect Every Mobile Worker to the Conversation

26. 54%
Field Service Management is Challenging
Current systems are inefficient and costly
Siloed teams and processes Poor resource allocation
Disconnected from CRM
of companies are using manual
methods to handle field service
Lack of mobile support
Source: Salesforce Service Excellence Survey 2016

27. Industries Ready for Field Service Lightning
Safety & Security
Installation & repair of
security systems
Retail
Big box stores...TV
installs, etc.
Energy & Utilities
Solar panel installation,
meter reading, etc.
Local Municipalities
Trash removal, water,
street maintenance, etc.
Think beyond traditional “hardhat” break-fix Field Service. Any organization with people in the field doing:
● Inspections & surveys
● Deliveries & pickups
● Site assessment

28. “Service Cloud enables us to have a tighter long-term
relationship with our customers by putting them at the
center of our business”
Stanley Healthcare Connects with Customers in a Whole New Way
Support patients, clinicians and senior living residents to
provide security and safety
Increasing call and ticket volume made delivering efficient
service a challenge
Allow field technicians to access information and additional
support via mobile device
Tech support has improved scheduling time by 55%
360°view of the customer saved agents the equivalent
of 60 hours a week
Technical services saw $11.2M increase in revenue
with improved renewal rates

29. Video

30. Continuing Leadership in Customer Engagement
Magic Quadrant for CRM Customer Engagement Center
May 4, 2016; Analyst(s): Michael Maoz, Brian Manusama
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's
research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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8YEARS IN A
ROW NAMED A LEADER

31. Service Cloud Drives Customer Satisfaction
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
+ 45%
Customer
Retention
+ 45%
Decrease in
Support Costs
Faster Case
Resolution
+ 48%
+ 47%
Agent
Productivity
Increase in
Customer
Satisfaction
+ 45%

33. Customer Story

34. 20 years of delivering high-speed trains
Reduce the number of applications in call center
Customers expect answers in minutes or hours
Service Cloud is at their core of their contact center
1 customer view for agents
Increased quality of answers to customers
Eurostar Aims to Be the Most Loved Brand with Salesforce
Antoine de Kerviler, CIO
Customer Story
“One company had a vision
of a global customer and
that was Salesforce.”

35. “I was used to 10-15%
downtime with Siebel – I have
experienced 0 with
Salesforce to date!”
Philips One EMS is a leader in cardiac care, acute
care and home healthcare
Needed flexible system that worked across multiple
lines of business
Unreliable homegrown system
Large scale cost avoidance by moving off Siebel &
legacy apps
Decreased average handle time by 15%
Increased system availability across contact center &
field service
Philips Decreases Average Handling Time by 15% with Service Cloud
Customer Success Story

36. “We now use best-in-class, industry specific cloud
applications to engage our customers.”
Leading provider of pay TV in Italy, serving over
13 million viewers
Legacy CRM system not flexible across channels
Needed self-service, social, and mobile solutions
Easily resolve enquiries across channels
Transformed customer experience across
customer service, billing, and history
Reduce average call handling time with Service
Cloud
Sky Italia - Providing An Omnichannel Experience
Chief Technical Officer, Sky Italia
EBU

37. What is the Opportunity for Salesforce?
• Sony’s contact centres in the region manage a
significant number of customer contacts a year:
Everything from product pre-sales to post-sales;
telephone calls about product features and price; email
requests to clarify setup instructions; live chat to
discuss product warranty; product registration
information funnelled from web forms
• It’s a lot to consolidate and manage, drawing
information from service partners and an ERP system
Benefits for SONY:
• customer cases are managed as one unified agent
experience. A single customer view allows Sony’s
contact centre agents to quickly pinpoint the right
information about customers
• Sony is also using Dashboards and Reports to report
regional performance and provide managers with real-
time reporting across a number of metrics
• Able to spot emerging patterns & potential pain points
and change its operation accordingly
Contact centre & Customer support (B2C)

38. “We take more orders than
ever with Salesforce.”
Part of $24B European airline
60 Agent Social Media Engagement Hub
Social Profile used for KLM Surprise
Twitter support channel powered by Service
Cloud
Reduced first call resolution rate to 1 hour
Awarded Best Digital Marketing NIMA
KLM Reinvents Customer Experience with Social

39. Proactively Communicate To Your Customers - KLM
Customers want to be proactively notified over all channels
about topical information about the products and services
they have purchased
With Salesforce Social Customer Service, KLM transformed
into a socially connected business that can intelligently and
efficiently collect and track all social conversations, measure
brand sentiment on the Web, and achieve their goal of one-
hour response/24-hour resolution time. And, they introduced
the first social media-driven flight schedule, which led to
loyal, positive ambassadors for the airline.
Proactive

40. “Service Cloud helps
us better serve our
customers.”
DuPont is the world's fourth largest chemical
company
Reduce speed to resolution of customer issues
Unable to capture and document customer
interactions
Customer Service teams work collaboratively &
consistently
Complete view to close cases faster
Seamless SAP integration for order processing
DuPont Improves Customer Service Across Business Units With Service Cloud
Carol Dandolos, Program Director
EB
U

41. Flexible, Scalable, Metadata Platform
Workflow
Data &
Objects
IdentityAnalyticsCollaborationMobile UI
2,700+ Partner Apps
Largest Enterprise Ecosystem
Cloud
Mobile
Social
Data Science
Trusted Multitenant Cloud
Fast App Dev & Customization
Customer Salesforce Platform
AnalyticsCommunityMarketingServiceSales AppsComplete CRM
4 B Transactions per day
External Systems