Salesforce for communications exceeding customer expectations

Salesforce for Communications ​ Exceeding Customer Expectations ​ Andrew Baer ​ SVP, Salesforce Industries ​ Communications and Media ​ abaer@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 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 Our Mission: Connect With Your Customers in a Whole New Way Cloud LTE Mobile Server Server Mainfram e SNA Terminal Thousands LAN //WAN LAN WAN Client Client Millions Billions connected things Trillions customer interactions Growth in Communications Driven by Customer Success The Comms Industry Is Experiencing a Radical Transformation ​ Rapid disruption, and revenue & margin pressures ​ Video Disruption ​ Connectivity Disruption ​ Industry Consolidation ​ Connected Life Services Pressures Are Accelerating the Pivot to the Customer ​ Customer Expectations Are Cross Industry Know Me Give Me Control Help Me as a Team Make It Simple Adapt to My Situation But Communications Companies Are Not Keeping Pace Customers 14NPS Service Providers average in telecom 72NPS for new entrants* Customer Service Sales & Order Management * Satmetrix Benchmark 2014 Service Providers Must Reimagine Engagement Become Agile New services, business models to address disruption and changing needs Regain Customer Trust 1:1, omni-channel, simplified customer journey Monetize Customer Data Leverage data science to monetize new services, business models A conversation with Jason Butcher Head of Enterprise Sales Tools & Enablement Vodafone Puts the Customer at the Center of Everything ​ Global Operation Strengthened by 1:1 Engagement COMPANY SNAPSHOT •  438 million mobile customers •  93,000 employees •  Mobile operations in 26 countries and network partners in 50+ more WHAT VODAFONE WANTS TO ACHIEVE FOR CUSTOMERS •  Always best connected •  Unmatched customer experience in store, online, & on the phone •  Integrated, worry-free solutions Reliance on Systems of Record Prevents Customer Focus ​ Optimized for Transaction Processing, Not Engagement Not Customer-centric Siloed touch points with limited/no mobile or social deliver inconsistent, impersonal journeys Not Agile Complex integration & customization prevents launching new services & business models fast Not Data-driven Data silos prevents 3600 view of customer needed to monetize customer data Systems of Record Billing Order Management Provisioning Service Assurance Product Master WFM TN Mgt Serviceability Service Providers Need a Single System of Engagement Customer-centric Omni-channel, mobile & social for consistent, simple, 1:1 customer journey to build trust Agile Cloud-based open system with easy integration, configuration & extension for business agility Powered by Data Science Customer intelligence around profile, usage and behavior accelerates monetization Data Cloud Social Mobile Science System of Engagement Systems of Record Billing Order Management Retail Provisioning Indirect Channel Service Assurance Direct Sales MDU Product Master Call Centers Field Techs WFM Self Service COM Social Care TN Mgt eCare Communities Apps Serviceability Salesforce Works with Your BSS/OSS Environment Channels Retail Indirect Channel Direct Sales MDU Call Centers Field Techs Self Service.com eCare & Social Care Communities Apps Telephony Common Objects Product Catalog Product s BSS Marketing Orders Customer Management Sales Inventory Scheduling Order Management Product Master Order Orchestration Supply Chain Network Provisioning Trouble & Case Management Trouble Tickets Billing Inquiry & Resolution Billing Billing Service Assurance Workforce Management Order Management OSS Order Capture Problem Management Service & Resource Inventory Activation Network Rating Rating&& Billing Billing Diagnostics Billing Policy & Realtime Charging Mediation Customer Success Platform for Communications ​ Powerful Communications Solutions for Both B2B and B2C Connected Customer: Create 1:1 Journeys Design the journey Personalize content Generate demand Subscriber Ordering: 1:1 Omni-channel Journey Find & learn Configure & collaborate Capture & validate Subscriber Service: 1:1 Omni-channel Service Understand context Diagnose problems Resolve the issues Customer Success Platform for Communications Cloud Mobile Social Data Science Lead-to-Order: Increase Revenue in B2B Sales Improve customer interaction Configure-Price-Quote Order management The Only Agile Omni-channel Platform for Engagement ​ Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer Enterprise Multi-Tenant Cloud for business and IT agility Customers Field Service Sales Reps Call Center Reps Order Operations Partners A Single Omni-channel Platform for effortless journeys everywhere Cloud Collaboration to harness crowd sourcing and social interactions of employees, customers, partners, and networks Proven Technology Sales, Service, Marketing, Communities, Analytics, Apps Industry Solutions Connected Customer Complete CRM Sales Service Marketing Community Analytics Apps Open Ecosystem Billing Accounts Assigned Products Orders Services Network Devices Subscriber Ordering Subscriber Service Scalable Metadata Platform Trusted Multitenant Cloud Business Customer Lead to Order Proven Customer Success Scalability Agility Trust Used by more than 20,000 B2C call-center agents Launched project in a fraction of anticipated time Full Siebel replacement Openness Full Omni-channel transformation integrated with 40 back end systems Demonstration Retail Experience Mark Woodward, Salesforce Master Solution Engineer Thank you, London! Stop at Registration, leave feedback for this session, and receive a free gift! Meet our experts and see our products and solutions in action at the campground Check out salesforce.com/industries to learn more! Thank you [...]... Resolve the issues Customer Success Platform for Communications Cloud Mobile Social Data Science Lead-to-Order: Increase Revenue in B2B Sales Improve customer interaction Configure-Price-Quote Order management The Only Agile Omni-channel Platform for Engagement ​ Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer Enterprise Multi-Tenant Cloud for business and IT agility Customers Field Service... Resolution Billing Billing Service Assurance Workforce Management Order Management OSS Order Capture Problem Management Service & Resource Inventory Activation Network Rating Rating&& Billing Billing Diagnostics Billing Policy & Realtime Charging Mediation Customer Success Platform for Communications ​ Powerful Communications Solutions for Both B2B and B2C Connected Customer: Create 1:1 Journeys Design the... Scalable Metadata Platform Trusted Multitenant Cloud Business Customer Lead to Order Proven Customer Success Scalability Agility Trust Used by more than 20,000 B2C call-center agents Launched project in a fraction of anticipated time Full Siebel replacement Openness Full Omni-channel transformation integrated with 40 back end systems Demonstration Retail Experience Mark Woodward, Salesforce Master Solution... Master WFM TN Mgt Serviceability Service Providers Need a Single System of Engagement Customer- centric Omni-channel, mobile & social for consistent, simple, 1:1 customer journey to build trust Agile Cloud-based open system with easy integration, configuration & extension for business agility Powered by Data Science Customer intelligence around profile, usage and behavior accelerates monetization Data... of Record Prevents Customer Focus ​ Optimized for Transaction Processing, Not Engagement Not Customer- centric Siloed touch points with limited/no mobile or social deliver inconsistent, impersonal journeys Not Agile Complex integration & customization prevents launching new services & business models fast Not Data-driven Data silos prevents 3600 view of customer needed to monetize customer data Systems... Reps Call Center Reps Order Operations Partners A Single Omni-channel Platform for effortless journeys everywhere Cloud Collaboration to harness crowd sourcing and social interactions of employees, customers, partners, and networks Proven Technology Sales, Service, Marketing, Communities, Analytics, Apps Industry Solutions Connected Customer Complete CRM Sales Service Marketing Community Analytics Apps... WFM Self Service COM Social Care TN Mgt eCare Communities Apps Serviceability Salesforce Works with Your BSS/OSS Environment Channels Retail Indirect Channel Direct Sales MDU Call Centers Field Techs Self Service.com eCare & Social Care Communities Apps Telephony Common Objects Product Catalog Product s BSS Marketing Orders Customer Management Sales Inventory Scheduling Order Management Product Master... Demonstration Retail Experience Mark Woodward, Salesforce Master Solution Engineer Thank you, London! 1 Stop at Registration, leave feedback for this session, and receive a free gift! 2 Meet our experts and see our products and solutions in action at the campground 3 Check out salesforce. com/industries to learn more! Thank you ... Billing Policy & Realtime Charging Mediation Customer Success Platform for Communications ​ Powerful Communications Solutions for Both B2B and B2C Connected Customer: Create 1:1 Journeys Design the... Agile Omni-channel Platform for Engagement ​ Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer Enterprise Multi-Tenant Cloud for business and IT agility Customers Field Service... 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