Today, it's not enough to gain customer loyalty just on a great product or service. To be successful you have to provide a memorable, connected experience. That's why Great Canadian Heli-Skiing (GCHS), a provider of world class heli-skiing tours, turned to Salesforce and Traction on Demand to develop a customer community to enhance their guest experience.

1. Salesforce Communities
The power of your platform in the hands of your customers
July 28th, 2015

2. • About Traction
• The Rise of Advocate Marketing
• Defining Communities & Business Impact
• What is the Right Community for Your Business
• Customer Success: GCHS
• Salesforce Communities
• Takeaway Insights & Considerations
Today’s Agenda

3. Chris Peacock
VP, Alliances – Traction on Demand
cpeacock@tractionondemand.com

4. Traction on Demand
 9 years implementing and developing the Salesforce platform
 Largest dedicated Salesforce partner in Canada
 First 500 certified on Salesforce.com
 450+ customers, 1700+ projects & 300+ custom Force.com
apps
 Experts in bending cloud technologies
 White label service provider for Salesforce.com
 One of DocuSign’s top three finalists for Partner of the Year 2015
 Salesforce Marketing Cloud award for fastest ramped partner (2014)
 Top ten Best Place to Work in Canada in 2014 & 2015
 Traction for Good

5. Traction’s Customer Community

6. 92% of B2B sales are
influenced by word-of-
mouth marketing
http://influitive.com/blog/how-to-use-csat-other-customer-satisfaction-metrics-to-discover-brand-advocates/

7. The Shift in the
Balance of Power

8. Companies Need to Engage
with their User Network(s)

9. Online Communities Aren’t New…

10. But They’ve Definitely Improved

11. Communities Optimize the
Entire Experience
Collaborate
Educate
Sell Market
Service
Analyze

12. Community Types
Sales
Joint marketing and selling
Partner recruitment and education
Deal management
Service
Customer self-service
Collaborative case resolution
White-glove premium communities
Marketing
Campaign management and alignment
Centralized agency management
Prospect engagement

13. Average reported percent
improvements from Communities
48%
46%
48%
45%
43%
Faster
resolution time
Increase in
partner
engagement
Increase in
employee
engagement
Increase in
partner sales
Increase in
customer
satisfaction

14. Partner Community
Sales
• Joint selling to close deals
• Partner recruitment and deal registration
• Partner education and alignment
Service
• Customer self service
• White glove premium communities
• Collaborative case resolution
Marketing
• Campaign management and alignment
• Centralized hub for agencies
• Prospect engagement

15. Customer Community
Sales
• Deeper knowledge on customer needs
• Upsell/cross sell
• Product innovation
Service
• Customer self-service
• Collaborative case resolution
• Reduced overhead
Marketing
• Targeted marketing
• Centralized hub for agencies
• Prospect engagement

16. Taking Guest Experience to
New Heights with Communities
Featuring Great Canadian Heli-Skiing
Greg Porter & Chris Peacock – July 28th, 2015

17. Pioneers of boutique heli-skiing
adventures in North America
Avg. Vertical Skied Daily
Provides full boutique resort
experience
7,200m+
World class pilots and heli-guides offering
flexible trips and personalized experiences15

18. • Islands of data in different systems (operations,
reservations & sales)
• Reduced visibility and understanding of guests
• Limited data segmentation and customer outreach
• Unable to provide level of service to meet brand expectations
• Pre-trip administration paperwork was taking away from
the guest experience
• Required to complete multiple liability waivers
• Completed upon arrival
• Heavy administrative burden on GCH staff to input and manage
• Restricted to 7-day trips due to timely admin process
(standard, but not always desired)
Challenges

19.  Developed a fully branded, custom Salesforce guest community
 Self-service community allows for all pre-trip administration to be done prior
to guest arrival
 Sales Cloud integration for lead and opportunity management
 Integrated with backend systems to collect and action on data
 Marketing automation integration for lead nurture with enhanced
customer 360 view
 DocuSign integration for waiver signature and pre-trip
administration
Solution

20. Let’s See it In Action

21. A better guest experience inline with GCH’s brand
promise (while reducing administrative burden)
Increase in skier days from ‘13/14 to ’14/15
Revenue growth in 2014/2015
Increase in leads attributed to targeted email
marketing campaigns with better data
‘14/15 DocuSign envelope completion rate
(significant increase from 13/14)
Results
21%
15%
90%
>68%

22. Takeaway Insights
3. You’re collecting extremely valuable data – use it!
4. Communities should be a part of your long term strategy
1. One community does not fit all
2. Engagement is earned, not given – invest

23. Think about how your business interacts
• Customers?
• Employees?
• Partners?
• Products?
• Where is the opportunity?
• Knowledge, ideas, customer self service,
case deflection, collaboration, sell…
Takeaway Considerations

24. Questions?
Chris Peacock – cpeacock@tractionondemand.com