Deliver the future of customer service today

VIDEO Energy Opener Deliver the Future of Customer Service Today Bobby Amezaga Director, Product Marketing @bamezaga bamezaga@salesforce.com Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc 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 developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers Further information on potential factors that could affect the financial results of salesforce.com, inc is included in our annual report on Form 10-K for the most recent fiscal quarter This document and others are available on the SEC Filings section of the Investor Information section of our Web site Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all Customers who purchase our services should make the purchase decisions based upon features that are currently available Salesforce.com, inc assumes no obligation and does not intend to update these forward-looking statements Connect with Your Customers in a Whole New Way Cloud Social Mobile Server Server Mainframe LAN //WAN LAN WAN SNA Client Client Terminal Systems of Systems of Record Record Systems ofof Systems Engagement Engagement 75B connected products The Future is All About Customer Experience #1 “Customer experience has overtaken price and product as the key brand differentiator.” Price Source: Customers 2020 Report Product Customer Experience The Customer Experience Gap Yesterday’s Customer Service Solutions Not built for speed or mobile Disconnected customer data Painful upgrades & maintenance Your Customers Personalised: want answers wherever they are, in context Smarter: want the right answers the first time Faster: needs constantly evolving Introducing the New Service Cloud Deliver the future of customer service Today Personalised service Smarter support Go faster SOS for Apps Service Communities Console Analytics S1 Mobile Desk Deliver the Future of Customer Service Today Personalised Service Smarter Support Go Faster NEW Announcing: SOS for Apps Connect 1:1 with personalised service in every mobile app Personalised: Deliver a 1:1 experience in any mobile app Immediate: Deliver service instantly Connected: In-context service in any mobile app Personalised NEW Introducing: Smart Agent Console Featuring: The Service Intelligence Engine Easy: Drive agent productivity with new, modern layout Fast: Find and deliver the right answers faster with a single agent view Omnichannel: Deliver a consistent experience across multiple channels Smarter NEW Announcing: Analytics Cloud for Service Product 
 Data Product 
 Returns 
 Data Platform: Integrate all your service data Easy: Designed for your employees, partners, and managers Mobile: Your business metrics in the palm of your hand Full CTI 
 Data WFM Data HR 
 Systems 
 Data Field Service Data Customer Survey Data Brand 
 Loyalty Data …Any Data Smarter Kate Mirkin Service Cloud Product Marketing DEMO Antoine de Kerviler CIO Deliver the Future of Customer Service Today Personalised Service Smarter Support Go Faster Introducing the New Desk.com Fastest path to growing your service Fast to Get Started: Get up and running in a day Fast to Connect: Engage customers on all channels Fast to Grow: Seamless transition to Service Cloud Faster Fastest Path to Success Starts with the Cloud The Salesforce Advantage Trusted, Multitenant Cloud Continuous security & performance improvement Faster ROI Subscription model Focus on Growth & Innovation Three seamless upgrades per year Faster Customers Experiencing Phenomenal Results +38% Net Promoter Score +39% customer retention +40% +40% support cost savings agent
 productivity +42% faster case 
 resolution +40% increased 
 customer
 satisfaction Salesforce Continues Leadership in Customer Engagement Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant 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.
 Magic Quadrant for 
 CRM Customer Engagement Center April 27th, 2015 Analyst: Michael Maoz, Jim Davies 
 Source: Gartner (April 2015) 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   Deliver the Future of Customer Service Today Personalised Service Smarter Support Go Faster Learn More 27 May Today Campground & Workshop Webinar 23 June Service Performance Excellence Event London salesforce.com/uk/events Thank you [...]... to back end customer data for agents to engage in context Personalised VIDEO Deliver the Future of Customer Service Today Personalised Service Smarter Support Go Faster NEW Introducing: Smart Agent Console Featuring: The Service Intelligence Engine Easy: Drive agent productivity with new, modern layout Fast: Find and deliver the right answers faster with a single agent view Omnichannel: Deliver a consistent... 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   Deliver the Future of Customer Service Today Personalised... de Kerviler CIO Deliver the Future of Customer Service Today Personalised Service Smarter Support Go Faster Introducing the New Desk.com Fastest path to growing your service Fast to Get Started: Get up and running in a day Fast to Connect: Engage customers on all channels Fast to Grow: Seamless transition to Service Cloud Faster Fastest Path to Success Starts with the Cloud The Salesforce Advantage...Introducing: Social Customer Care in Service Cloud Turn social conversation into social customer service Connect social engagement to your business process Personalised: Deliver responses in-context with connected customer data Fast: Automatic routing and case creation for quick response Personalised Announcing: Self -Service & Community Templates Deliver personalisation at scale Mobile:... Service Product 
 Data Product 
 Returns 
 Data Platform: Integrate all your service data Easy: Designed for your employees, partners, and managers Mobile: Your business metrics in the palm of your hand Full CTI 
 Data WFM Data HR 
 Systems 
 Data Field Service Data Customer Survey Data Brand 
 Loyalty Data …Any Data Smarter Kate Mirkin Service Cloud Product Marketing DEMO Antoine de Kerviler CIO Deliver. .. 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.
 Magic Quadrant for 
 CRM Customer Engagement Center April 27th, 2015 Analyst: Michael Maoz, Jim Davies 
 Source: Gartner (April 2015) Gartner does not endorse any vendor, product or service depicted in its research... year Faster Customers Experiencing Phenomenal Results +38% Net Promoter Score +39% customer retention +40% +40% support cost savings agent
 productivity +42% faster case 
 resolution +40% increased 
 customer satisfaction Salesforce Continues Leadership in Customer Engagement Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders... this research, including any warranties of merchantability or fitness for a particular purpose   Deliver the Future of Customer Service Today Personalised Service Smarter Support Go Faster Learn More 27 May Today Campground & Workshop Webinar 23 June Service Performance Excellence Event London salesforce.com/uk/events Thank you  ... the future of customer service Today Personalised service Smarter support Go faster SOS for Apps Service Communities Console Analytics S1 Mobile Desk Deliver the Future of Customer Service Today. .. Field Service Data Customer Survey Data Brand 
 Loyalty Data …Any Data Smarter Kate Mirkin Service Cloud Product Marketing DEMO Antoine de Kerviler CIO Deliver the Future of Customer Service Today. .. any warranties of merchantability or fitness for a particular purpose   Deliver the Future of Customer Service Today Personalised Service Smarter Support Go Faster Learn More 27 May Today Campground