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How Salesforce.com Uses Service & Support

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dreamforce2006
dreamforce2006
Economy & FinanceBusiness
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How salesforce.com Uses Service & Support Karen Hennessy, salesforce.com, Premier Support Manager Lateef Johnson, salesforce.com, Basic Support Manager Track: Service & Support Executives
Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]
Salesforce.com ,[object Object],[object Object],[object Object],[object Object],INDUSTRY: On-Demand EMPLOYEES: ~ 2,000 GEOGRAPHY: Global EDITION: Unlimited PRODUCT(S) USED: SFA, Service & Support, PRM, 9 Custom Applications, 70 Custom Objects; IPCC Integration # USERS: ~ 2,000
Session Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]
Service & Support: Business Value Challenge ,[object Object],[object Object],Basic Support Services Reactive Premier Services Preventive Premier Services Value-Added Services Issue Troubleshooting Application Support Increased Response Time Increased Access Hours Global Language Support Regression Testing Analysis of Metrics Best Practice Guidance Administration Services Application Optimization Business Analysis Customer Success, Satisfaction, & Value Baseline Support
Challenge: Enabling Customer Self-Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Solution: Knowledge Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Solution: Self-Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Challenge: Managing Cross-Functional Escalation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Solution: Customization & Automation ,[object Object],[object Object],[object Object],[object Object],[object Object]
Challenge: Managing Multiple Service Levels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Solution: Specialized Case Management ,[object Object],[object Object],[object Object],[object Object]
Solution: Service Entitlements ,[object Object],[object Object],[object Object],[object Object],[object Object]
Support Automation Project ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Managing Through Metrics - Operations
Managing Through Metrics - Financials
Summary of Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
QUESTIONS?
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 154, #### For example, “ Session 123, 5555 ” Session ID: 154 Session ID # Scores for 4 categories SMS Voting powered by:

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