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On-Demand Customer Service & Support The On-Demand Market Leader #1 Market Share 20,500 customers 399,000 subscribers 67% year-over-year revenue growth 76% year-over-year subscriber growth Introducing More than 3x market share of the nearest competitor! #3 #2 #4 7% #5 7% 4%

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On-Demand Customer Service & Support


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introducing
The On-Demand Market Leader

#1 Market Share

20,500 customers

399,000 subscribers

67% year-over-year revenue growth

76% year-over-year subscriber growth

Introducing

More than 3x market share of the nearest competitor!

#3

#2

#4

7%

#5

7%

4%

14%

All others

18%

50%

salesforce.com

Source: IDC, Worldwide On-Demand Customer Relationship Management Applications Market 2004 Vendor Analysis, August 2005, rounded to nearest full percent.

leading the business web
- Leading the Business Web
  • Pioneered on-demand CRM
  • Six-year lead
  • First-to-market with key innovations

On-Demand

Client/Server

  • Firstenterprise edition
  • Firstintegration platform
  • Firston-demand platform
  • Firston-demand exchange
  • Firston-demand CRM
  • Firstoffline edition
  • Firstcustomization suite
  • Firstbest practice community

Software

Applications

slide4

Salesforce.com Corporate StrategyA New Approach to Long Term CRM Success

Applications

Platform

Services

democratizing customer service support salesforce service support over 2 000 successful customers

Knowledge

Mgmt.

Knowledge

Mgmt.

CTI

CTI

Web Portal

Web Portal

ACD/PBX/

IVR

Agent

Desktop

Agent

Desktop

Field

Service

Field

Service

Email

Email

Reporting

Reporting

Democratizing Customer Service & SupportSalesforce Service & Support- Over 2,000 Successful Customers

Traditional Model:

Build your Own

New Model:

On-Demand Customer Service & Support

ACD/PBX/

IVR

Subscribe Configure Live

Procure Implement Integrate

Test Use

on demand customer service requirements for a best in class solution
On-Demand Customer ServiceRequirements for a Best-in-class Solution

Packaged Applications

  • Intuitive vs. Learning
    • Intuitive tab-based user interface
    • High-speed console view
  • Configurable vs. Programmable
    • Point and click customization
    • Real-time reports and dashboards
  • Low vs. High Risk
    • Cross-channel solution
    • No capital expense; Faster time to value

Traditional Tradeoffs:

Packaged Solution

or

Custom IT Deployment Project

Business

IT

IT Custom Development Project

world class customer service solution easy to customize use and deploy all on demand
World Class Customer Service SolutionEasy to Customize, Use and Deploy – all On-Demand

The Must-Have Service Features

  • Integrated CTI
  • Multi-channel Support
  • Case Management
  • Knowledge Management
  • Web Self-Service
  • Email Management
  • Service Process Workflow
  • SLA Tracking & Management
  • Unified Agent Desktop
  • Performance Analytics
complete multi channel solution anytime anywhere support for customers
Complete Multi-Channel SolutionAnytime, Anywhere support for Customers

Multi-channel / Multi-service

Productivity / Monitoring

Web-Based Support

  • Web-based self-service with Web-to-case and integrated knowledge management
  • Comprehensive knowledge management and solution tools

Email Management

  • Inbound and outbound email tracking and monitoring
  • Email-to-case with queuing, routing, and rules-based personalization

Telephony / CTI Integration

  • State-of-the-art telephony integration with ATAPI toolkit
  • Partnerships with leading premise-based and hosted CTI vendors

Knowledge & Case Management

  • Publish solutions with cases for both self-service and agent access
  • Create, track, and manage service requests

Business Process Workflows

  • Queuing and rules-based routing to manage agent workloads and service levels
  • Customizable workflows to meet your business requirements

Real-Time Reporting-SLA Tracking

  • Track agent workload and performance
  • Escalations and notifications to meet service-level commitments
easy to use web self service lower service costs with web self service

… then publish via Web self-service

Find Solutions

Log New Cases

View Case Status

Easy to Use Web Self-ServiceLower Service Costs with Web Self-service

Manage internally…

  • Knowledge Base
    • Build a centralized solutions knowledge base
    • Powerful knowledge search and retrieval
  • Knowledge Administration
    • Embedded, multilevel solution review process
    • Knowledge management permissions
    • Customer response templates
  • Knowledge Workflow
    • Workflow rules to automate knowledge management
    • Auto-task creation and notifications
    • Customizable business processes
slide10
Easy Integration with Existing InfrastructurePre-packaged Integration with Leading Telephony platforms

AppExchange Telephony API (ATAPI) Toolkit

  • Easy to integrate
  • Leverage your existing telephony investment
  • Available at: www.salesforce.com/developer

ATAPI

echopass benefits to
Echopass Benefits to
  • Higher revenues at lower cost per conversion
  • Helps supervisors manage their local and remote teams more effectively
  • Shorter service calls
  • Increased first call resolution
  • Remote representatives have the same capabilities as those at corporate headquarters
integrated service and support solution

Agent

Marketing Automation

Customer/Merchant

Sales ForceAutomation

Service & SupportManagement

Integrated Service and Support Solution

Telephone

PSTN

Voicemail

Fax

E-Mail

SFDC integration & Skills Based Routing

SFDC XML API

Co-Browse

WWW

Text Chat

Web Callback

call center and crm solution from echopass salesforce com
Call Center and CRM Solution from Echopass & salesforce.com
  • Affordable, enterprise-strength, end-to-end automation of both contact management and customer relationship management (CRM)
    • Boost productivity of customer support and help desk teams
    • Close customer service cases faster
    • Manage online communications more effectively
    • Monitor all the activities of your customer-facing teams in real time
robust performance analytics monitor and improve agent productivity
Robust Performance AnalyticsMonitor and Improve Agent Productivity
  • Service Analysis
  • Track metrics like case response times, first call resolution rates
  • Measure industry-specific key performance indicators (KPIs)
  • Identify service trends
  • Agent Performance Monitoring
  • Track agent workload and performance
  • Easily integrate with workforce management systems
  • Dashboards
  • Real-time snapshots of service performance
  • Easy-to-use wizards

Manage Your Service Organization More Effectively with Real-Time Dashboards

six steps to better customer service closed loop process for improving customer interactions

6. Survey

  • On-line Customer Survey
  • Capture feedback
  • 1. Qualify
  • Service Level Agreement
  • Valid Support Contact
  • 5. Close
  • Wrap-up with Resolution details
  • Close Case
  • 2. Record
  • Interaction details
  • Customer tracking

CLOSED LOOP

  • 4. Communicate Solution
  • Email / Phone Communication
  • Publish Solution on Portal
  • 3. Research & Resolve
  • Search Knowledge Base
  • Route and/or Escalate
Six Steps to Better Customer ServiceClosed Loop Process for Improving Customer Interactions
the only fully mirrored on demand infrastructure maximum reliability performance and security
The Only Fully Mirrored On Demand InfrastructureMaximum Reliability, Performance and Security

Unmatched Reliability

  • Two mirrored production data centers plus a production-class lab facility
  • Near real-time data replication
  • Seamless disaster recovery

Maximum Performance

  • Carrier neutral network strategy
  • No single points of failure
  • Carrier level scalability
  • Extensive use of high availability server and network technologies

Trusted Security

  • World-class security specs
  • SAS 70 Type II and SysTrust Certified
  • Secure point-to-point data replication

Back-Up Production Data Center (VA)

Production Class Development Lab & Tape Archive (CA)

Main Production Data Center CA)

delivering world class customer service more than 2 000 customers across all segments
Delivering World Class Customer ServiceMore than 2,000 Customers. Across All Segments.

Business Services

Comms. / Media

Consumer Services

Financial

Manufacturing

Healthcare

Technology

Travel / Transportation