The Flywheel Group Salesforce.com Overview

On-Demand Enterprise CRM
Stop Using Software - www.theflywheelgroup.com

1 www.theflywheelgroup.com

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CRM - The Promise
Driving Performance through Customer Focus
Executives
- How do I improve service level provision to all citizens?
- How can I understand anticipate and manage the current and future
service needs of citizens?
- How can I simplify the process of dealing with my authority?
Managers

- How can I understand where to apply resources?
- How can I my team have access to all available services?
- How can I make sure open enquiries are being responded to on time?

Employees
- How do I spend more time serving citizens and less time “tracking
things down”?
- How can I spend less time reporting to my management?
- How do I solve my customer’s problem on the first call?


CRM – The Usual Problems
Expensive Deployments with Minimal Returns

High Cost High End User Rejection

$15-20K per seat to deploy Poor usability results in poor data
• High set-up/implementation costs • Hinders sales productivity
• Significant IT resource support • Limited executive insight & reporting
• Expensive & complex upgrades

High Complexity High Failure Rate
“We have heard the same story from ……
“55% of traditional CRM projects are a
customers and prospects, that they do
failure and 42% of licences purchased
not need 200-plus CRM modules, more
are shelfware” - Gartner
than 1,500 tables, and an interface
capable of landing the space
shuttle” – AMR, November 2002


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The Internet Disrupts All Modern Life

1.7 billion users and counting


The Internet Changes Enterprise
Software
Client/Server On-Demand
IBM/DEC Mainframes
Systems Utilities

1970 1990 2000


Disruptive On-Demand Utility Model

Traditional Software On-Demand Utility

Build Your Own Plug In & Subscribe


Ron Hess - Neoforma

“Moving from trading excel
spreadsheets to using an on-demand
model for true information sharing”


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New Rules For Customer Service
Success - http://www.supportforce.com/uk/landing/new-rules.jsp
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Supportforce.com Delivers Success

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Supportforce.com Delivers Success

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CRM Success in 30-90 days


Salesforce.com: The On-Demand CRM
Leader
The On-Demand CRM Leader
Award-winning on-demand CRM

Award-winning on-demand platform

55,400 customers, 1.5 million subscribers

Adding 10x the new subscribers of nearest
public competitor2

Democratizing success for companies of all
sizes, including first 3,000+ user deployment


55,400 Success Stories – Solution for Every Industry
1.5 million Subscribers

Business Services Consumer Services Public Sector Healthcare/Pharma Manufacturing

UK Ministry
of Defence

Financial Media/Internet Technology Telecom Transport/Logistics

15
Approximate figures as of 10/31/04. www.theflywheelgroup.com

in Public Sector

New Jersey Transit call centre handling
complaints and resolutions

Environmental Protection Agency – web based self
service and workflow routing
http://www.ergweb.com/projects/ccli/enroll/form1.htm
http://www.ergweb.com/projects/ccli/supporter/join.asp

US Department of Transport – citizen polling application

State of Maryland – general citizen contact centre

State of New Mexico – department of tourism,
handling of general enquiries and complaints


What does Customer Service require?
 Communication Channels
Phone Email Web
• An easy way for customers to
communicate with your company
Communication Layer

 A Customer Service “Application” Case mgmt. Knowledge Service
Mgmt. Analytics
• UNDERSTAND the Customer
• RESOLVE the issue
• MEASURE Performance

 The “Platform”
• Integrate and Customize
Customization Platform
• Seamless exchange of data and
business logic Integration Platform


Not all channels are created equal

Cost/Request
Phone
Phone: $7- $30
Channel

Email: $2 - $9
Email

Web: $.50 - $.75

Web

Low Hi
Cost and Service Quality


Complete Functionality
Integrated CTI Case Management
• State-of-the-art telephony • Create, track, and manage
integration with STAPI customer service requests
• Rules-based routing with context- • Integrated with contract
sensitive screen-pops management
• Outbound dialing and support for
call scripting

Email Management Service Process Workflow
• Auto acknowledgements with • Case queues to manage agent
rules-based personalization workload
• Library of email responses • Rules-based case assignment
• Email tracking and monitoring • Customizable business processes
• Integration with leading email
clients

Unified Agent Desktop SLA Tracking & Management
• Single desktop for all supported • Contract management and
channels service level commitments
• Simple and intuitive user interface • Escalations and notifications
• Follow-the-sun support


Robust Performance Analytics
Service Analytics
• Track metrics like case
response times, first call
resolution rates
• Measure industry-specific
key performance indicators
(KPIs)
• Identify service trends

Performance Monitoring
• Track agent workload and
performance
• Easily integrate with workforce
management systems

Dashboards Manage Your Service Organization More
• Real-time snapshots of Effectively with Real-Time Analytics
service performance
• Easy-to-use wizards


Industrial-Strength Infrastructure
 On Demand Expertise
• Scalability (1.5 million + users)
• Reliability (>99.9% uptime)
• Performance (< 250ms response)
• Disaster Recovery (N+1 redundancy)
• Security (128 Bit SSL)

 Customer Benefits
• World Class Infrastructure
• Stable Environment
• Platform to Grow
• Salesforce.com CIO Expertise


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Misys Case Study


Misys
 9th largest software company in the world
• Provide IT and Outsourcing facilities in banking, healthcare and FS
 $1.6B Revenue, 6,000 employees
 Want to become the SAP of the Banking world (long term trend -
banks are moving from in-house to 3rd party packages)
 Customers…1,400 banks
• 3 Core systems
 Midas 450 Wholesale and international banks
 Equation 270 Retail banks
 BankMaster 190 Retail and Universal banks

• 4 Departmental solutions
 Summit 110 treasury & capital markets operations
 Opics 130 treasury departments
 GMS 800 banks, funds and corporates
 Loan I/Q 30 banks

• Enterprise Risk
 Risk Vision 30 banks


Misys Support


Business Problem
 Insufficient
Member Research

Infrastructure
contact
Member Events
Payments

 No Reliable MI DBS
Non DBS
Commissions Account
Commissions Management
 Manual Procedures Compliance
Assured
Services
Helpdesk Mortgage
 No Audit Trail Mi-solution Applications/
Services

Helpdesk Exits
 Multiple Support
Systems
Pension Sesame
Solutions Direct

 Lack of Ownership
 Unhappy members


Misys Web-based Service Strategy
• Enhance the quality and breadth of offering
• Deliver an improved customer experience
• Higher customer satisfaction
• Accelerated product growth
• Integration of web services with telephone allows
greater value to be delivered at significantly lower
costs


Major Deliverables
 Customer Registration
• Call submission, Solution search, Progress reporting
 Case Management
• Case assignment and routing, Managing SLA’s, Escalation, Use of
KB, Customer feedback
 Knowledge Management
• Knowledge Capture (new knowledge=valuable), generating,
editing, reviewing, publishing knowledge
 Management Reporting
• Service agent dashboard, productivity reporting, product quality
metrics


Resolution Sesame Member contact

0845 122 1515

1st line First line Contact Complex queries
Centre
support …maximising ‘dialled & dealt’ query resolution…

2nd line Member BMU
Compliance Technology
Commissions Mortgages Helpdesk
support Support

Integrated Contact Management System and Knowledge Base (200 users)

indicates


s
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f or S
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Age i d it
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–w tu re is
CRM g? e fu
 ron th
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h ru les
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
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Denise Carr – American Medical
Response

“we didn’t know what was going on”


Contact us
for services to
adopt the cloud:
www.theflywheelgroup.com


The Flywheel Group Salesforce.com Overview

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