How salesforce'com Uses Service

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How salesforce.com Uses Service Support
Track Service Support Executives

• Karen Hennessy, salesforce.com, Premier Support
  Manager
• Lateef Johnson, salesforce.com, Basic Support
  Manager

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Safe Harbor Statement

• Safe harbor statement under the Private
  Securities Litigation Reform Act of 1995 This
  presentation may contain forward-looking
  statements the achievement of which involves
  risks, uncertainties and assumptions. If any such
  risks or uncertainties materialize or if any of
  the assumptions proves incorrect, our results
  could differ materially from the results
  expressed or implied by the forward-looking
  statements we make.  All statements other than
  statements of historical fact could be deemed
  forward-looking, including any projections of
  subscriber growth, earnings, revenues, or other
  financial items and any statements regarding
  strategies or plans of management for future
  operations, statements of belief, any statements
  concerning new, planned, or upgraded services or
  technology developments and customer contracts or
  use of our services.
• The risks and uncertainties referred to above
  include - but are not limited to - risks
  associated with the integration of Sendia
  Corporations technology, operations,
  infrastructure and personnel with ours
  unexpected costs or delays incurred in
  integrating Sendia with salesforce.com, which
  could adversely affect our operating results and
  rate of growth any unknown errors or limitations
  in the Sendia technology any third party
  intellectual property claims arising from the
  Sendia technology customer and partner
  acceptance and deployment of the AppExchange and
  AppExchange Mobile platforms interruptions or
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  business model breach of our security measures
  possible fluctuations in our operating results
  and rate of growth the emerging market in which
  we operate our relatively limited operating
  history our ability to hire, retain and motivate
  our employees and manage our growth competition
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  obligation and does not intend to update these
  forward-looking statements, except as required by
  law.

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Salesforce.com

• Global Leader in On-Demand Customer Relationship
  Management
• Using Service Support Functionality for
  Technical Support, Sales Operations, Internal IT
  Support, Applied Engineering
• 120 Technical Support Analysts Engineers across
  5 geographic locations
• Using Salesforce applications to support
  customers using Salesforce applications!

INDUSTRY On-Demand
EMPLOYEES 2,000
GEOGRAPHY Global
USERS 2,000
EDITION Unlimited PRODUCT(S) USED SFA, Service
Support, PRM, 9 Custom Applications, 70 Custom
Objects IPCC Integration
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Session Agenda

• Discuss the value of Service Support within an
  Organization
• Review three common challenges Customer
  Self-Enablement, Cross-Functional Escalation,
  Managing Multiple Service Levels - and the
  solutions implemented by Salesforce Global
  Support
• Discuss the role of integration automation in
  support delivery
• Discuss the role of key metrics performance
  indicators, using salesforce.com service
  support analytics
• Learn how salesforce.com has customized and
  scaled to meet the needs of it's growing,
  on-demand customer base

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Service Support Business Value Challenge

• Value-Added
• Partnership

Customer Success, Satisfaction, Value
Value-Added Services
Administration Services Application Optimization
Business Analysis
Preventive Premier Services
Regression Testing Analysis of Metrics Best
Practice Guidance
Reactive Premier Services
Increased Response Time Increased Access
Hours Global Language Support
Basic Support Services
Issue Troubleshooting Application Support
Baseline Support
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Challenge Enabling Customer Self-Service

• Business Challenge
• Rapid growth of customer base, from 100,000
  subscribers to over 500,000 subscribers
• Rapid technology development
• Continuous cycles focused on hiring, training,
  and scaling the organization
• Technology Challenge
• Knowledge silos not connected
• Content not accessible or navigable to customers

• Customer Dependency on Live Support Interaction
• Inefficient Creation Maintenance of Content
• Increased Response Resolution Time
• Decline in Support Margins

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Solution Knowledge Management

• How did we address the challenge?
• Knowledge Management Program
• Implemented Solution Categories
• Implemented Solution Workflow
• Enhanced Solution Visibility Search in
  Self-Service Portal
• Result
• Ability to navigate 10,000 solutions in 4 clicks!
• Relevant accurate search results

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Solution Self-Service

• How did we address the challenge?
• Focused on Self-Service Portal
• Connected Help, Solutions, Community Blogs in
  portal
• Implemented key word triggers to promote customer
  training content in portal
• Enabled customer visibility communication to
  support inquires in portal
• Result
• Over 1.4 million portal page views monthly!

9
Challenge Managing Cross-Functional Escalation

• Business Challenge
• Rapid growth exceeded organizational procedures
• Key contributors skill sets not differentiated
• Lack of effective engagement method with
  cross-functional groups
• Technology Challenge
• No means to quantify severity of issues
  escalations
• No standardized infrastructure for escalation
• No defined tool to capture key escalation
  information

• Inefficient Issue Handling Escalation
• Inability to Respond Appropriately to Customer
  Escalations
• Inability to Leverage Technical Expertise
• Wide vs. Deep Product Knowledge
• Decline in Customer Satisfaction

10
Solution Customization Automation

• How did we address the challenge?
• Subject Matter Expert Program Tiered Support
  Model
• Customized Case Page for Technical Escalation
• Implemented Escalation Workflow
• Implemented Management Escalation s-control

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Challenge Managing Multiple Service Levels

• Business Challenge
• Rapid Growth in customer base
• Increased penetration rates of revenue generating
  support
• Varied support commitments (SLAs) to groups of
  customers
• Technology Challenge
• Support Level information not connected to call
  center
• Limited call center flexibility
• Manual configuration model for customer
  activation

• Inefficient Issue Routing for Customers
• Lack of Management Ability to Activate
  Deactivate Customer Access
• Support Skill-set Groups not Optimized
• Increased Cost per Case

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Solution Specialized Case Management

• How did we address the challenge?
• Organized Basic Premier Teams
• Designated Support Level Support Analyst per
  Customer
• Implemented Case Queues, Assignment, Escalation
  Rules

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Solution Service Entitlements

• How did we address the challenge?
• Service Entitlements Program
• Implemented Service Entitlement Object
• Implemented Designated Support Contacts
• Integrated Entitlements with Support Call Center

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Support Automation Project

• Use CTI to integrate Service Entitlements with
  Call Center
• Key Requirements
• Drive IPCC call routing based on Service
  Entitlements Data
• Optimize Expertise Resources with dynamic call
  routing
• Priority route Premier Designated Contacts
• Key Benefits
• Enable Management control over Support Delivery
• Enable Customers to Access Optimal Support
  Resources

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Managing Through Metrics - Operations
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Managing Through Metrics - Financials
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Summary of Results

• What did we achieve?
• Optimization of the Service Support tools based
  on defined business processes rather than
  technical capabilities
• Improved support center efficiency, support
  delivery, customer satisfaction with simple
  customization solutions
• Decreased operating costs increased margin with
  support center automation
• Improved renewal rates premier penetration
  rates with Service Entitlements visibility
• Optimized employee knowledge increased employee
  satisfaction with process automation
• Customer Satisfaction!

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QUESTIONS?
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