Transforming the customer experience webinar with eurostar

Transforming the customer experience Webinar with Eurostar and Salesforce ​Daniel Kolodynski Customer Experience Specialist, Salesforce Housekeeping • All lines are muted •To ask a question, please use the question box on the Go To Webinar tool or use #eurostarwebinar on Twitter • Questions will be answered after the presentation Agenda & Speakers • Introduction to Service on Salesforce - Daniel Kolodynski – Customer Experience Specialist, Salesforce • Putting the customer first - Laurent Bellan – Head of Customer Systems, Eurostar • Demonstration -Daniel Contreras –Solutions Engineer, Salesforce •Q&A and wrap up - Daniel Kolodynski + Laurent Bellan Questions: • Ask your questions in the questions box on the right of the screen or on Twitter #servicewebinar 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 forwardlooking statements we make All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, 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, new products and services, 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, the outcome of any litigation, risks associated with completed and any 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 year and in our quarterly report on Form 10-Q for the most recent fiscal quarter These documents and others containing important disclosures 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 presentations, 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 SNA LAN LAN //WAN WAN Client Client Terminal Thousands Millions Billions connected things Trillions customer interactions 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 Become a Customer Company Connect with your customers in a whole new way Sales Service Marketing Apps Community Analytics Service Cloud Transform the customer experience with Service on Salesforce Sales Service Marketing Apps Community Analytics The Customer Experience Gap Yesterday’s Customer Service Solutions Not built for mobile Your Customers Personalized: want answers wherever they are, in context Disconnected customer data Not built for speed Smarter: want the right answers the first time Faster: needs constantly evolving Introducing the New Service Cloud Deliver Today the future of customer service Personalised service Smarter support Go faster SOS for Apps Service Communities Console Analytics S1 Mobile Desk NOT THE MOST LOVED EXPERIENCE! Customers expect a prompt answer, online if possible, but does not work www Legacy Reservation System Our customers have to call and wait online at our contact center Eurostar contact center Legacy Reservation System Not quite the most loved travel experience… Not delightfully easy IMPROVE SERVICE TO CUSTOMERS Customers goes online to request an exchange or refund, create a case in SalesForce www Eurostar advisors process customer cases, exchange, refund and respond to customers Eurostar contact center Legacy Reservation System Email confirmation To cope with volume and increase throughput, why not crowdsource the processing of requests in the company? MARCH ND , 2015 : SHOW TIME 12:30 LET’S GO ! MAR 11:30 Fatality in Kent 11:30 high speed line closed 11:40 all trains held in stations 17:45 line reopens 17 Trains cancelled trains delayed more than 2hrs 5000 passengers concerned Call volumes doubled (5600) MAR MAR MAR 16:10 23:30 10:00 Web form is online > 1000 cases in hrs 1000 customers request processed Additional 1000 cases 1090 customer requests processed, using single purpose app 2 FROM THE CUSTOMER VIEWPOINT www Were you travelling on a cancelled train? What can we for you? Information to recontact you SEEN BY A EUROSTAR ADVISOR www Eurostar contact center Legacy Reservation System Email confirmation – ½ mins / case Accelerate process Increase throughput Create a single purpose application to reduce processing to 30-50 secs / case Crowdsource the processing in the company and potentially get 10x more people working cases SINGLE PURPOSE APPLICATION IN ADDITION TO SALESFORCE Rebook on next available train Find customer reservation Simple enough, that lines are enough to explain how it works 30 seconds process, can be done by almost anyone… KEY BENEFITS Advisors are happy to be off the phone from time to time Cases handled in order of urgency : travel tomorrow morning done first… Customers don’t have to wait on the phone Despite cancellations, our customers are happy and know they can trust us FUTURE SALESFORCE EVOLUTIONS  360 view of the customer in Salesforce  Better Email targeting  More applications developed on Force.com  Automated disruptions and operational emails  Personalise client experience based on profile and history 29 Daniel Contreras – Demo Solutions Engineer, Salesforce Questions To ask a question, please use the question box on the Go To Webinar tool… …or use #eurostarwebinar on Twitter Find out more? • If you are already a Salesforce customer, then please speak to your AE with any queries or to follow up • Visit our website to learn more about Service on Salesforce: www.salesforce.com/uk/service-cloud • Watch out for a follow-up email next week with a link to this webinar recording • Visit our website to view previous webinars and sign up for upcoming sessions: www.salesforce.com/uk/events/webinars Next Up Service Excellence Event London, 23rd June Register today www.salesforce.com/uk/service-excellence Thank you [...]... System Our customers have to call and wait online at our contact center Eurostar contact center Legacy Reservation System Not quite the most loved travel experience Not delightfully easy IMPROVE SERVICE TO CUSTOMERS Customers goes online to request an exchange or refund, create a case in SalesForce www Eurostar advisors process customer cases, exchange, refund and respond to customers Eurostar contact... question, please use the question box on the Go To Webinar tool… …or use #eurostarwebinar on Twitter Find out more? • If you are already a Salesforce customer, then please speak to your AE with any queries or to follow up • Visit our website to learn more about Service on Salesforce: www.salesforce.com/uk/service-cloud • Watch out for a follow-up email next week with a link to this webinar recording •... Best loved travel experience in Europe EUROSTAR KEY FACTS SALESFORCE IN EUROSTAR  Salesforce Service Cloud implemented in November 2013 at the call centre for call tracking, compensations and emails  FAQs developed with Salesforce  Marketing cloud implementation for campaign management  Disruption management application  Intranet based on Salesforce 16 THE DISRUPTION BUSINESS CASE THE DISRUPTION... 4,100+ customers randomly selected Response sizes per question vary 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. .. urgency : travel tomorrow morning done first… Customers don’t have to wait on the phone Despite cancellations, our customers are happy and know they can trust us FUTURE SALESFORCE EVOLUTIONS  360 view of the customer in Salesforce  Better Email targeting  More applications developed on Force.com  Automated disruptions and operational emails  Personalise client experience based on profile and history... implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose April 27th, 2015 Analyst: Michael Maoz, Jim Davies Source: Gartner (April 2015) Laurent Ballan Head of Customer Systems, Eurostar SALESFORCE AT EUROSTAR AND DISRUPTIONS HANDLING Laurent Bellan Head of Customer Systems EUROSTAR • Created in 1994 • 10 millions trips in 2014 • 150 Millions customers... 16:10 23:30 10:00 Web form is online > 1000 cases in 2 hrs 1000 customers request processed Additional 1000 cases 1090 customer requests processed, using single purpose app 2 2 3 FROM THE CUSTOMER VIEWPOINT www Were you travelling on a cancelled train? What can we do for you? Information to recontact you SEEN BY A EUROSTAR ADVISOR www Eurostar contact center Legacy Reservation System Email confirmation...Helping Customers Succeed Across All Metrics Net Promoter Score Customer Retention Decrease in Support Costs Agent Productivity Faster Case Resolution + % 42 % % 40 40 38% 39% 40 + + + + + % Customer Satisfaction Average Percentage Improvements Reported by Salesforce Customers Source: Salesforce Customer Relationship Survey conducted March 2014 - May... is available upon request from Salesforce Magic Quadrant for CRM Customer Engagement Center 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... CASE Fire in the tunnel Tunnel is closed JAN One tunnel reopens Speed restrictions JAN Sat 17 JAN Sun 18 39 trains cancelled 19 JAN 20 Both tunnels reopen without restrictions JAN 21 JAN 22 JAN 23 JAN 24 JAN 25 JAN 26 JAN 27 186 trains delayed by more than 15 minutes Normal w-e : 1600 calls Received 8750 x 5,5 ~25 000 customers on cancelled trains ~120 000 customers on delayed trains The largest European ... Customer Experience Become a Customer Company Connect with your customers in a whole new way Sales Service Marketing Apps Community Analytics Service Cloud Transform the customer experience with. .. Trillions customer interactions The Future is All About Customer Experience #1 Customer experience has overtaken price and product as the key brand differentiator.” Price Source: Customers 2020... Analytics The Customer Experience Gap Yesterday’s Customer Service Solutions Not built for mobile Your Customers Personalized: want answers wherever they are, in context Disconnected customer