Extending Your CRM with World-Class Service and Support

Extending your CRM with World-Class Service and Support Track: Advanced PE System Administrators Erica Stowe, R.L. Polk & Co. Keith Overbay, American Water Heater Company

Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]

Salesforce Service & Support “ Salesforce Service & Support is the Hidden Gem in Salesforce.com’s Product Offering” - Ovum

Thousands of Customer Success Stories

Enabling Closed Loop Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CLOSED LOOP ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

360 Degree View of your Customer Making Salesforce Service & Support the Automatic Choice for Any Organization Using Salesforce SFA ,[object Object],[object Object],[object Object],[object Object]

Erica Stowe CRM Process Manager [email_address]

Company Introduction ,[object Object],[object Object],[object Object],[object Object],INDUSTRY: Premier provider of automotive intelligence EMPLOYEES: 1,300 GEOGRAPHY: Offices in USA (MI, CA, NJ), Canada, UK, Germany, Spain, France, Australia, China, Japan PRODUCT(S) USED: SFA, Service & Support, Marketing, 13 Custom Objects, # USERS: 400

Case Study – Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Case Study – The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS

Case Study – Solution Details ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Case Study – Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Keith Overbay Supervisor of Warranty Administration [email_address]

Company Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Manufacturing EMPLOYEES: over 1300 GEOGRAPHY: National SOLUTIONS: Service & Support, Warranty Registration, Returns and A/P Processing # USERS: 60

Case Study – Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Case Study– The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Case Study – Solution Details ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Case Study – Implementation & Training ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Case Study – Future Plans ,[object Object],[object Object],[object Object],[object Object],[object Object]

Question and Answer… ,[object Object],[object Object],[object Object],[object Object],[object Object]

Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 117, #### For example, “ Session 123, 5555 ” Session ID: 117 Session ID # Scores for 4 categories SMS Voting powered by:

Extending Your CRM with World-Class Service and Support

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Destaque

Destaque (17)

Semelhante a Extending Your CRM with World-Class Service and Support

Semelhante a Extending Your CRM with World-Class Service and Support (20)

Mais de dreamforce2006

Mais de dreamforce2006 (15)

Último

Último (20)

Extending Your CRM with World-Class Service and Support