Welcome to the customer success platform for communications

Welcome to the
Customer Success Platform
for Communications
Connect with Customers through 1:1, Effortless Journeys
Andrew Baer
SVP, Salesforce Industries
Communications and Media



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 any litigation, risks associated with completed and any 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-K for the most
recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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.


Connect With Your Customers
in a Whole New Way

Cloud
LTE
Mobile

Server
Mainframe
SNA
Terminal

Thousands

LAN / WAN

Client

Millions

Billions connected
things

Trillions

customer

interactions


The Customer Gap
Customers

Your Company

77%

of customers are not
engaged with companies

Not engaged with:
Your mobile apps
Your communities

Service Agents

Your employees

Salespeople
Marketers


Today, Customers Demand Personalization
Personalization Pull
Financial Services
Healthcare
Communications

& Media

Personalized Coaching
Personalized Care
Personalized, Effortless Journey

Retail

Personalized Shopping Everywhere

Government

Personalized Engagement Anytime

Manufacturing
& Automotive

Personalized, Fast engagement


And Companies are Pressured to Engage Deeper
Personalization Pull

Deeper Engagement Push

Personalized Coaching

Consumer focus (Volcker Rule)

Personalized Care

New Reimbursement Rules (ACA)

Personalized, Effortless Journey

Over-The-Top Disruption (Whats App)

Retail

Personalized Shopping Everywhere

Online pressure (Amazon)

Government

Personalized Engagement Anytime

Expectation & Trust Gap

Personalized, Fast engagement

Internet of Things

Financial Services
Healthcare
Communications
& Media

Manufacturing
& Automotive

Companies Need a Customer-Centric System of Engagement

Products

Treatment
Infrastructure
Merchandising
Transactions
Products

Systems of
Record

Systems of
Engagement

Cloud

Mobile

Social

Data
Science


Complete, Customizable CRM

Communications Industry


Competitive & Margin Pressures Driving Shift Towards Customer

​ Bandwidth
Explosion

​ Over-the-Top
Disruption

​ Industry
Consolidation

​ New
Providers


Disruptors Setting New Bar for Customer Demands
​ Need for 1:1, Effortless Journeys

App Store

OTT Voice

M2M

OTT
Messaging

Data

OTT
Video


Telcos Must Reimagine Engagement

1:1, Omni Channel, Effortless Customer Journey
Easy & personalized journey right for every situation

Collaborative Employee and Partner Journey
Empower employees & partners to collaborate around customer

IT Agility for Business Agility
Agile platform that keeps up with changing needs


Omni-Channel Engagement Platform

ü  Shared Engagement Platform
ü  Customer-Centric Data Model
ü  Connected Experiences
ü  Accelerated Innovation
ü  Shared Analytics Across Channels


Single Platform of Engagement Across Agent & Unassisted Channels

Retail

Indirect
Channel

Direct
Sales

MDU

Call
Centers

Field
Techs

Self Service
.COM

Social
Care

eCare

Communities

Apps

Customer Success Platform For Communications

Billing

Order Mgt

Provisioning

Service
Assurance

Product Master

WFM

Systems of Record
Optimized for Transaction Processing

TN Mgt

Serviceability


Salesforce Industry Solutions for Both B2B & B2C
Connected Customer

Subscriber Ordering

Subscriber Service

Business Customer Lead To
Order

360 View of Customer

Communities of Interest

Troubleshooting App

Enterprise Sales

Enhanced Self-Service

Customer Facing Apps

eBilling/EBPP

SMB Sales

Content and Offer Recommendations

Predictive Intelligence

Agent Trouble Management

Mobile Sales & Ordering

Subscriber Analytics

Acquisition and Retention Through
Social and Mobile

Agent Billing Inquiry & Resolution

Complex Order Configuration

Account Management

Enterprise Account Mgt

Consumer Facing Apps

Campaign Management

Customer Success Platform For Communications


Salesforce Works with your BSS/OSS Environment
Channels

Retail

Indirect
Channel

Direct
Sales

MDU

Call
Centers

Field
Techs

Self
Service.com

eCare &
Social Care

Communities

Apps

Telephony

Common
Objects

Product
Catalog

Products

BSS

Marketing

Customer
Management

Sales

Orders

Inventory

Scheduling

Order Management
Product
Master

Order
Orchestration

Supply Chain

Network

Provisioning

Trouble & Case
Management

Trouble
Tickets

Billing Inquiry &
Resolution

Billing

Billing

Service Assurance
Workforce
Management

Order Management

OSS

Order Capture

Problem
Management

Service &
Resource
Inventory

Activation

Network

Rating
Rating&&
Billing
Billing

Diagnostics

Billing
Policy & Realtime Charging

Mediation


Connecting to Customers in a Whole New Way
​ Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer

Enterprise Multi-Tenant Cloud
for Business and IT Agility

Omni-Channel with Social Integration
for Effortless Journeys Everywhere

Cloud Collaboration
to harness Crowd Sourcing Of Employees, Customers,
Partners, and Networks

Proven Technolgy
Sales Cloud, Service Cloud, Marketing Cloud, Salesforce 1
Platform


Omni Channel Demonstration

Quadstar omni-channel experience
Meet Jake

Customer Director

Xfinity
HD TV

Product

Social

Chat

Email

Store

Apps

Analytics


Thank you