Salesforce for logistics how TNT connect to their customers in a whole new way

How TNT connect to their customers in a whole new way Salesforce World Tour London 21st May 2015, ExCel Click to add photo or paste an image in box 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 Post NL Video Industry Trends Christmas “Peak” Deliveries Total Online Shopping Spend YoY Black Friday Poor Delivery Experience 18% 421% 810M 35% + + £ + % Customer Satisfaction Source: Accenture spend trend report 2014, Parcels2Go.com & IMRG 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 Does your Company have a 360°view? Your Customers 77% of customers are not engaged with companies More demanding than ever: Instant Answers Greater Choice More Control Service Agents Salespeople Deliveries How TNT connect to their customers in a whole new way ​ ​Phil Parkin ​UK CIO ​phil.parkin@tnt.co.uk ​@PhilParkin Add image TNT UK Connecting to customers in a whole new way phil.parkin@tnt.co.uk @PhilParkin Overview – A Global Brand “One of the Leading B2B Express Delivery Companies in the UK” UK Global 9,500 Employees 58,000 Employees 3,500 Vehicles 200+ Countries 1000+ Locations 70 Locations 54 Aircraft 1m+ Items Daily Overview – A Global Brand Intercounty Express Outlook Legacy Customer Service – Burning Platform SPEECH SELF SERVICE TELEPHONY QUOTE BOOK TRACK CLAIMS CASES Why Salesforce.Com 2007 2010 2011 2014 Minimum Viable Product Customer Services Supplier Base SPEECH SELF SERVICE Operations TELEPHONY INTEGRATION service cloud QUOTE CASES BOOK UK Customer Base TRACK Express Sales CLAIMS Special Services Central Admin Sales Business Solutions Sales Demonstration Telephony integration, service console, customer 360°, case management … Ease of Implementation Discover Design Develop Deploy UK Service Cloud - Milestones Pilot + Roll Out Phase Benefits Tracking Phase Added Value Phase Business Benefits Agent On-boarding Agent Productivity 1st Time Call Resolution Metrics + Analytics So What… Employee Engagement Customer Experience Connecting To Customers In A Whole New Way Our Journey Add image Add image 2014 QTR 2015 QTR Demonstration A day in the life of an account manager … Connecting To Customers In A Whole New Way Our Journey Our Vision Add image Add image Add image Add image 2014 QTR 2015 QTR 2016 QTR 360°view of the Customer Summary Choose the right platform & partners Set achievable and iterative targets (MVP) Test the solution against customer expectations Add image 22962854 Questions ? Connecting to customers in a whole new way Thank you, London! Stop at registration, leave feedback for this session, and receive a free gift Visit the Campground to meet our experts and see products and solutions in action Check out salesforce.com/industries to learn more! Thank you [...]... New Way Our Journey Add image Add image 2014 QTR 4 2015 QTR 3 Demonstration 2 A day in the life of an account manager … Connecting To Customers In A Whole New Way Our Journey Our Vision Add image Add image Add image Add image 2014 QTR 4 2015 QTR 3 2016 QTR 1 360°view of the Customer Summary Choose the right platform & partners Set achievable and iterative targets (MVP) Test the solution against customer... integration, service console, customer 360°, case management … Ease of Implementation Discover Design Develop Deploy UK Service Cloud - Milestones Pilot + Roll Out Phase Benefits Tracking Phase Added Value Phase Business Benefits Agent On-boarding Agent Productivity 1st Time Call Resolution Metrics + Analytics So What… Employee Engagement Customer Experience Connecting To Customers In A Whole New Way. .. Test the solution against customer expectations Add image 22962854 Questions ? Connecting to customers in a whole new way Thank you, London! 1 Stop at registration, leave feedback for this session, and receive a free gift 2 Visit the Campground to meet our experts and see products and solutions in action 3 Check out salesforce. com/industries to learn more! Thank you ...Meeting Our Stakeholder’s Expectations Simplify & Transform Vision Methodology To transform the TNT IT systems to ensure they are Easier, Faster and Better To use proven cloud or package based technology where possible, implementing a Minimum Viable Product (MVP) approach for short deployment time frames to enable the business to realise benefits quickly (Buy not Build) Customer Journey Easier Faster... Better Legacy Customer Service – Burning Platform SPEECH SELF SERVICE TELEPHONY QUOTE BOOK TRACK CLAIMS CASES Why Salesforce. Com 2007 2010 2011 2014 Minimum Viable Product Customer Services Supplier Base SPEECH SELF SERVICE Operations TELEPHONY INTEGRATION service cloud QUOTE CASES BOOK UK Customer Base TRACK Express Sales CLAIMS Special Services Central Admin Sales Business Solutions Sales Demonstration ... Service Agents Salespeople Deliveries How TNT connect to their customers in a whole new way ​ ​Phil Parkin ​UK CIO ​phil.parkin @tnt. co.uk ​@PhilParkin Add image TNT UK Connecting to customers in a whole. .. 2015 QTR Demonstration A day in the life of an account manager … Connecting To Customers In A Whole New Way Our Journey Our Vision Add image Add image Add image Add image 2014 QTR 2015 QTR 2016...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