DreamForce 2012 presentation

1. Service Cloud: The Perfect Pitch for
Telesales
Chris Bland, Groupon.com,
Sr. Developer
@chrisbland
BlandCode.wordpress
Dianne Conely, K12.com,
VP of Marketing Operations
and Technology
@dianneconley
Sawan Deshpande,
Salesforce.com,
Principal Solution Engineer
@sawandeshpande

2. Agenda
• Intro to Service Cloud for Telesales
• Product Demo
• Telesales @ K12.com
• Telesales @ Groupon.com
• Q&A Panel

3. 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 intellectual property and other
litigation, 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 10Q for the most recent fiscal quarter ended July 31, 2012. This 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.

4. Is your Telesales Contact Center Social?

5. 7 Necessary Transformations for Telesales
1. Traditional Media
2. All Customers Are The Same
3. Swivel Chairing
4. Simple Rules
5. PDF
6. Hard-coded flows dependent on IT
7. Constant Post-mortem Analysis
Yesterday
1. Social Media
2. Segmented customer base
3. Agent focus on successful business outcomes
4. Sophisticated Upsells / X-sells
5. Your Favorite Tablet
6. #Rockstar Business Analysts
7. Bottoms-up “social” Enterprise
Today

6. Why Salesforce for Telesales
+
+
PERFECT
FIT
World’s #1 Sales
Application
World’s Leading Social
Customer Service App
World’s Leading
Cloud App Platform
+27%
+34%
+29%
Sales
Customer
Satisfaction
Increase in
Innovation
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

7. ① We Got All the Basics…. And MORE
Lead & Campaign Management
Forecasting & Pipeline Funnel
Run 5X Faster at ½ Cost with Force.com
Social
Profile
Single Customer Profile
Life to your CRM Data
+32%
Improved lead
conversion rate

8. ② Empower Your Agents with a Rich Desktop
Agent
Console
Built-in “Open” CTI
www.salesforce.com/service
High
Volume
Optimized for high volume operations
Bring in Your Legacy Backend
MultiChannel
Enabled for Multi-Channel
Real-time Performance Management
+36%
Increase in agent
productivity
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

9. ③ Create Consistency in Your Sales Processes
Automate Sales Processes
Onboard and Train Agents Faster
Agent Call Scripting
Knowledge
Integrated Knowledge Base
Appexchange
+25%
Higher Close Rates with
Salesforce
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

10. ④ Unleash Your Business Team
Point & Click Analytics
Analytics
Proactive Alerts
Chatter
ALERTS
Swarm with entire enterprise
On Any Device
IT Heroes
Make IT focus on “Strategic”
+44%
Improved Forecast
Accuracy
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

11. ⑤ Initiate Your Customer Journey on a High
Single customer profile
Social
Profile
Integrated customer self-service
Communities
Entitlements for customer segmentation
Build new relationships
Upsell / X-sell
Maximize existing relationships
+28%
Increase in customer retention
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

12. ①
② Empower Your Agents with a Rich Desktop
③ Create Consistency in Your Sales Process
④ Unleash Your Business Team
⑤ Initiate Your Customer Journey on a High

13. Dianne Conley
Vice President, Marketing Operations and
Technology
K12, Inc
@dianneconley

14. K12 Inc
•
America's largest provider of
online k-12 education
•
Individualized learning
customized to each child
•
Full-time programs,
supplemental courses,
blended models
•
District, charter, private and
consumer customers

15. Our Unique Customer Lifecycle
Inquire
•
•
•
•
Understand
Enroll
Meet
Compliance
Approval
Support
Very seasonal
Heavily researched, emotional decision
Geo-based eligibility and compliance
Struggling/gifted students, athletes/performers, homebound, military/expat
families, etc.
• Hundreds of Enrollment Counselors in 5 global locations, millions of inbound
calls annually

16. Our Salesforce Story
Evaluation for New
CRM
Vendor Selected +
Implementation
Kick-Off
Spring 2010
• Enrollment Live
• Support , Ops Live
International Live
AUG-2011
• Support , Ops,
International Live
• Finance Roll-out
• Marketo
JAN-2012
MAR-2012
• CTI Integration
• Legacy Platform
Retired
JUN-2012
•
Phase I: Legacy platform parity; data cleanup
•
Phase II: Reporting, efficiency optimization, CTI and Outlook integration

17. Why did we select Salesforce and Appirio?
Time To Value
Force.com Platform
Real-time Visibility
Vendor Vision and Roadmap
Implementation expertise
Major Company
Milestone
Marketing, Enrollment,
Operations, and IT all
agree…FOR ONCE!

19. Impact on Business
• Improved Conversion Rate: more informed, relevant conversations with
prospects/customers
• Improved Retention: prospect segmentation strategy, improved
customer care
• Improved Agent Productivity: Customized console: custom interaction
log, related leads, school search by zip
• Increased Visibility for Management: Real-time and Actionable
• Smarter Operations: Better routing and business intelligence

20. Smarter Operations: Lead Routing
• Lead Temperature
• Lead Geography
• Lead Program Interest
• Agent Skills
• Agent Rating
• Agent Capacity

21. Improved Productivity: Custom Interaction Log

22. Improved Productivity : Related Leads

23. Improved Productivity : School Search by Zip

24. What’s Next
1. Click-to-chat and Web Callbacks
2. Radian6 for social monitoring
3. Chatter
4. Analytic snapshots for Reporting team
5. Additional lifecycle phases on Force.com: prospect,
application, approval, support (customer portal)

25. Chris Bland
Sr. Developer
Groupon.com
@ChrisBland
BlandCode.wordpress

26. Groupon Today
• Shopping website featuring daily deals
on top goods, services & cultural events
• Win-win for local shoppers & business
owners
• For shoppers, Groupon brings
unbeatable deals on top local
experiences
• For businesses, new way market
themselves and drive new customers to
their establishments

27. Why Salesforce?
• Groupon has been using Salesforce since 2008.
• When we first started we needed a simple way to store our Leads and
Accounts.
• Every time we had a new process, we would build it on to Salesforce.
• Lead Gen => Sales Intelligence => Sales => Deal Qualification => Account
Management => Planning => Editorial

28. & Force.com
Workflows
Leverage Force.com
automation to streamline
our business.
We have over 430
workflow rules.
Automate where you
can, when you can.
Approvals
How can management
keep track of the deals?
How do we make sure the
deals we put on our site
are good for our merchants
and our customers?
Each deal is approved by the
manager of the market.
REST APIs
We need to move a lot of data.
How do you keep multiple systems
in sync when the schema can change?
We use APIs to limit integration access
for external partners we work with.
Our API is our „contract‟ with other
development teams at Groupon.
They know what data
and data types should be returned.

29. CTI with
How can you make life easier?
• How long does it take to find a phone number in Salesforce?
• How long does it take to dial?
• How long does it take to log the results of a call?
These were all problems that we wanted to make easier for our sales team!

30. Call Me Maybe
Making a call is easy enough, but what else can we do?
Emails?
Voicemail?

31. Power Dialing – Create Smart Lists

32. Analytics
Do you know the answers to these questions?
•
How many calls does it take to reach the decision maker?
•
What is the best time to reach your prospects?
•
What is the average time you must spend on the phone with a prospect before you
convert it?
•
Are your agents having meaningful conversations?
•
What is the right contact cadence?
Start with the data at the top of your funnel to get you really understand your pipeline.