Service Cloud Console as a Platform

Service Cloud Console as a Platform
Service & Support Professionals
Cindy Durnal, Honeywell Aerospace Derald Sue, Inside Track Michael Ramsey, salesforce.com

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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 10-Q for the most recent fiscal quarter ended July 31, 2011. 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.

Agenda
 Service Cloud Console Overview  Customer Presentations  Q&A

Michael Ramsey
Director Product Management, Service Cloud

Robust Customer Interaction Platform
 Next Gen User Interface  Manage Multiple Interactions  Right Context / Right Time  New Ability to Customize the User Experience  3rd Party Application and Data Integration

Recent Features & Roadmap
Accelerating Innovation

Winter’11

Integration Toolkit

Winter’11

Highlight Panels

Winter’11

Interaction Log

Spring’11 Suggested Knowledge

Winter’12 Pinned List Views

Summer’11 Sub Tab Components

Winter’12

CTI 4.0

Winter’12

Dynamic Lists & Detail Pages

Short Term Primary Tab Components

Short Term Custom Logos

Mid Term

Application Components

Mid Term

Configurable Hotkeys

Pinned List Views, Visual Force & Web Tabs
 Access Lists while Viewing & Updating customer records  Left Sidebar or Header Orientation  Call Down Lists  Web & Email Case Queues

Dynamic Detail and List Views
 Push Notifications to Increase Agent Productivity  Automatically Refresh Lists  Alert Agents to Record Level Changes  Visual Notification of Field Level Changes

Service Cloud Console Resources
 API Documentation  Service Cloud Console Integration Toolkit  Blogs  Providing More Context For Your Agents  Not just Agent Console 2.0  Where's my Home Tab?  Zero Click Data with Custom Console Components

Derald Sue
Chief Information Officer

We have a national graduation crisis

800,000 of the 2 million students who start a bachelor’s program each year will never graduate

We need to focus on success and access

The US has done a good job of increasing access to college, but without an equal focus on college success, our efforts won’t achieve their desired result.

We’ve been driving student engagement and success for more than a decade
• More than 350,000 students Coached • 15% impact on retention and graduation
Home Office: San Francisco, CA Coaching Centers: Portland, San Francisco

Solution overview

Coaching Management Systems drive impact and deliver deep insights into the student experience InsideTrack Catalyst
Salesforce Platform
Drop detail
Health and Support Managing 8% Commitment s 12% Other 15% Unknown 15% School Community 4% Finances 27% Commitment to Graduation 19%

Retention rates
Coached
89.0% 84.6%

Contro l
90.1% 85.1% 88.5% 85.5%

• • •

Detailed records of every student/coach interaction Structured capture of qualitative information Power analytics and reporting

Cohort A

Cohort B

Cohort C

Rate of student satisfaction
100% 80% 60% 40% 20% 0% Low Medium High

Visualforce & CTI Adatper 3.0 Development
Incoming Call Pop to Contact Custom Visualforce Page

Salesforce platform roadmap template
Migration New/Expansion
Q1

Major Theme Release Minor Release/Bug Bucket
Q2 Q3

Salesforce Release

Q4

Phase I

Phase II

Phase II

Phase I

Phase II

Phase III

Phase IV

Theme #1

Theme #2

Theme #3

Theme #4

Mini Sprint #1

Mini Sprint #2

Mini Sprint #3

Mini Sprint #4

Mini Sprint #5

Mini Sprint #6

Summer ‘xx

Winter ‘xx

Spring ’xx

Long and short term development process
Migration New/Expansion
Q1

Major Theme Release Minor Release/Bug Bucket
Q2 Q3

Salesforce Release

Q4

Phase I

Phase II

Phase II

Phase I

Phase II

Phase III

Phase IV

Theme #1

Theme #2

Theme #3

Theme #4

Mini Sprint #1

Mini Sprint #2

Mini Sprint #3

Mini Sprint #4

Mini Sprint #5

Mini Sprint #6

Summer ‘xx

Winter ‘xx

Spring ’xx

Development takeaways
- Compatibility - JavaScript speed - Lack of expertise

- Highly customizable - UI benefits - Workflow alignment

• Success developing against CTI 3.0 Toolkit in Service Console • Enhanced task/activity logging (call data) • Optimized workflow

Key Deployment Takeaways
 Rebuilt CTI integration between SDFC & AVAYA using Salesforce.com CTI adaptor API  Key Features utilized: – Ability to open multiple tabs and traverse between each without having to open new windows (i.e. Accounts, contacts, cases) – Quick view on top of each record to show important information – Customizable/collapsible interaction log on each record to create an activity – Collapsible Soft Phone on bottom right to allow for more visibility of data on the screen – Search All functionality on top to allow for searching on all objects  Customizations that Honeywell added: – New advanced console development toolkit – Creation of My Task Visualforce page to provide agents visibility to their tasks on the console – Transfer with call/case context – Issue with IE7 for console users – text skipping while typing; use of Firefox resolved the issue

Cindy Durnal
Sr Manager,CRM

Honeywell at a Glance
Aerospace

 Honeywell Intl - $36 billion in revenues, ~130,000 employees in 100 countries  Honeywell Aerospace integrated avionics, engines, systems and service solutions  Enhance customer value through safety, reliability and cost-effectiveness

$11B

Current Business Volumes
2010 • Initial Deployment - 2,000 users • Sales and Services Clouds • Email2Case and Web2Case – (50K cases/month) • Custom Objects for existing business processes 2011 • Expanded user base by 20% • Customer Training application - Leverage NetExam LMS App • Deployed Chatter across the platform • Real-Time Web Portal (API) Integration

Solution Overview
 Transfer of existing functionality to Salesforce.com  Feature Retention
– Customer contact recognition – Queue management – 360-degree customer perspective

 Improved Productivity
– Navigation – User friendly soft phone

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Case Study: Service Cloud Console

Agents login to the softphone that registers then with the PBX and AVAYA applications

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• News calls are identified on the soft phone

Case Study: Service Cloud Console

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[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] xxxxxxx xxxxxxx xxxxxxxx

• MULTIPLE contact records matched • Search results screen opens • Agent to selects the correct customer contact

Case Study: Service Cloud Console
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• Agent selects contact record • Edit contact info, open new or existing case, look at activity history

Case Study: Service Cloud Console
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• Utilize Tabs and Search

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Demo
Cindy Durnal Sr Manager CRM

Service Cloud Console Use
 300 call center agents and 300 back office agents  Order Management and Technical Operations representatives  Cases, Solutions, Service Requests, Skills, Feedback, My Tasks  13K phone calls per month, 50K Web2Case/Email2Case

CTI 4.0

CTI Overview
Computer Telephony Integration enables call management via a computer

Customer inquiry over voice

CTI Server. Provides call information , IVR, routing etc

Agent receives call and call information

salesforce.com CTI

The salesforce.com softphone

CTI Partners & Adapter Options
 32 partners  100 different adapters  80 different platforms
Enterprise Platforms Midmarket Platforms On Demand Telephony System Integrators

Key Capabilities
 Call Control from Softphone  Click-to-dial  Automatic Call Logging  Screen Pop any Object  Easy Call Center and Softphone Setup

The All New CTI – 4.0
Use Any Browser (No Add-Ons or Plug-Ins) Based on Standard Web Technologies

Complete Source Code

Easy Deployment

More Innovation

More Stability

More Compatibility (32 bit vs 64 bit)

Easy Debugging

High Level Architecture
Partner Toolkit (shared code between salesforce.com and partner) Salesforce.com Agent Desktop

Browser

AJAX SalesforceCTI (EXE)

salesforce.com

Telephony System

CTI Adapter (Partner DLL)

Questions & Answers

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