Putting the customer experience at the heart of your company

Putting the customer
experience at the heart
of your company
Webinar with VAX and Salesforce

Andrew O’Connor
Regional Vice President, UKI Sales
@andrewjoconnor


Housekeeping
• All lines are muted
•To ask a question, please use the question box on the Go To
Webinar tool
• Questions will be answered after the presentation


Agenda & Speakers
• Introduction to Service on Salesforce

- Andrew O’Connor – RVP UKI Sales, Salesforce
• VAX Customer Success Story
- Carole Edwards – Head of Contact Centre, VAX UK Ltd.
• Demonstration
- John O’Mahoney – Principal Solutions Engineer, Salesforce UKI
•Q&A and wrap up
- Andrew O’Connor + Carole Edwards
Questions:
• Ask your questions in the questions box on the right of the screen

Future Looking Statements
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uncertainties materialise or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially
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forward-looking statements.


It’s All About Customer Experience
Customers are increasingly switching providers due to poor customer experience

64%
46%

51%

52%
of the Fortune 500 firms
from 2000 do not exist

2012

2013

2014

Source: Accenture, Customer 2020
Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”


75 Billion

connected products by 2020


58

connected products
per person

in the world’s most connected countries


Customer Service Has to Evolve

Customers are expecting connected service everywhere

Phone
1990s

Social
2000s

Everywhere
Today


The Customer Experience Gap is Widening
Companies
Disconnected
from:

Customers
Systems
Customers
Employees

Demand
service that is:

Faster
Smarter
More Insightful

The Salesforce Advantage
Power customer experience on the Salesforce Customer Success Platform

Multi-tenant
Cloud Model
Salesforce
Success Services

Success
Ecosystem

Customer
Success

/

2 million members
/
/

/

Sales

IoT

Apps

Analytics

Service

Marketing
Community

Trusted Cloud Platform

Fast App
Customization
Scalable, Meta-data
Driven Platform


Driving Customer Success Across All Metrics
Faster Case Resolution

Faster Average Handle
Time

Support Cost Savings

Agent Productivity

+48%
+47%
+45% +45%

+45%
Customer Satisfaction

Average percentage improvements
reported by Salesforce customers

Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary


Salesforce Continues Leadership in Customer Engagement
Gartner has positioned Salesforce
highest for ability to execute and
furthest for completeness of vision in the
Leaders quadrant

Years
in a row
Magic Quadrant for
CRM Customer Engagement Center
April 27th, 2015
Analyst: Michael Maoz, Jim Davies

This graphic was published by Gartner, Inc. as part of a larger research document and should be
evaluated in the context of the entire document. The Gartner document is available upon request
from Salesforce.
Gartner does not endorse any vendor, product or service depicted in its research publications, and
does not advise technology users to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions of Gartner's research organization
and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of merchantability or fitness for a
particular purpose.

Growth Driven by Customer Success


Customer Success Story


Put Customer Experience
at the Heart of your Company

“With Salesforce, you can be as
ambitious and as brave as you
want to be. There are no limits”

Carole Edwards
Head of Contact Centre, Vax UK LTD


About Us

Founded in 1979
UK's best-selling floor care brand
Midlands Contact Centre of the Year 2015


Before Salesforce

We didn’t know our customers!

On premise helpdesk
solution and telephony

solutions had limited
capabilities

Manual, paper driven
processes constrained
by software limitations

No single view of
customer information

Numerous systems
deployed but no join
up between them

Bad experience for
customers having to
repeat information


Our Salesforce Journey
8 week implementation
Customer Warranty Registration Integration
Ecommerce Direct Order Integration
Marketing Cloud
Integrated Live Agent Chat and Social Media posts


How Salesforce Helped
•
•

•
•

•
•
•
•
•
•
•

We now have over 2.5 million customer records together in one place
We can now create a customer journey personalied to a customer using the Marketing Cloud.
We can now route our customers using intelligence based on customer information
We can now personalise relationships – creating cross sell/upsell opportunities sales conversion
by agent increased 10%
We can ‘Chat’ with our customers – now 3.5% of interactions with 91% of customer positively
recommend this as a channel
We can do the right thing - First Contact Resolution 87%
We can be easy to do business with ‘Effortless’ - 95% NPS positive result
We have improved email response - average response is within 24 hours
We have the highest employee survey results within the business with 9 point overall increase
We have 50% reduction in staff attrition rates – an effortless experience for our agents as well
as our customers
We ‘Chatter ‘ - used to communicate and share information

They helped us become award winning!


“We now have the tools and architecture in

place to create a personal and effortless
customer experience that is faster, more
dynamic and ready for the future”


John O’Mahoney – Demo
Principle Solutions Engineer, Salesforce


Questions
To ask a question, please use the question box on
the Go To Webinar tool…


Find out more?
• If you are already a Salesforce customer, then please speak
to your AE with any queries or to follow up
• Visit our website to learn more about Service on Salesforce:
www.salesforce.com/uk/service-cloud
• Watch out for a follow-up email next week with a link to this webinar
recording
• Visit our website to view previous webinars and sign up for upcoming
sessions: www.salesforce.com/uk/events/webinars


Thank you