Community Cloud OverviewReimagine Customer, Partner, and Employee Engagement

Todd GoodykoontzDirector, Community Cloud Alliances

tgoodykoontz@salesforce.comIn/toddgoodykoontz

The digital experience platform to connect customers, partners, and employees

across the workplace — transforming the way companies sell, service, market, and innovate.

LIGHTNINGFastest Way to Launch a Community or Portal

ARTIFICIAL INTELLIGENCE Connect Users to the Best Content, People, and Data

MOBILEAccess from Any Device

PRODUCTIVITYCollaboration in Context

Community Cloud Mission

10KActive

Communities240K

Chatter Orgs

90100K+ Member Communities

90MCommunityMembers

Reaching New Heights of Customer Success

Leading Brands Are Building Next Generation Customer Experiences

B2B E-commercePortal

EmployeeCommunity

Channel Sales Portal

Customer AccountPortal

Trip Planning Portal

+45%Increase in CSAT

+43%Increase in Channel Sales

Customer Service Community

The Community Cloud Journey

Portals

Lightning Templates

Chatter

2010 2013 20152007

SalesforceCommunities

Data and

Security

Collaboration

Mobile

2016

Partner-BuiltLightning Components

Branding

Speed

2011

Intelligence

Community Cloud Combines the Best of Three WorldsCommunities Connect Your Ecosystem

Social Community Cloud

+ + =

Websites Portals

Expose Business Data to Customers

and Partners

Custom Branding and Slick Mobile Responsive UI

Direct Connection to Other Customers

and Experts

Community Cloud: Unified Platform, Built for Success

Engagement

Groups, Topics, Profiles Gamification

Fully Branded and MobileRich Formatting

Business Integration

Business/CRM DataCommerce

Files WorkflowAnalytics

Speed

Lightning BoltLightning Community BuilderLightning ComponentsPartner Ecosystem

Einstein

RecommendationsExpertiseRelated Questions and ArticlesTrends

Introducing Salesforce Communities

Application (for internal or external users)

Multi device Business Purpose Collaboration / Knowledge Building /

Documents

Secure Data Access

+ + + +

=APIs

2,700+ Partner AppsOpen Ecosystem

WorkflowData & Objects Identity

Fast App Dev & Customization

AnalyticsCollaborationMobile UI

Scalable Metadata Platform

Trusted Multitenant Cloud

+

EmployeeDealer Portals/ FRMPRM

Customer Success Across Use Cases

Customer Portal Self-Service

Customer

Customer Account Portal

Customer Self-Service

Commerce and Brand Engagement

Partner

Channel Sales and Marketing

Dealers and Brokers

Franchise and Retail

Employee

Social Intranet

HR Helpdesk

Sales Enablement

Connecting Employees, Customers, and Partners

No CommunitiesYes Communities

Community Cloud is a Huge Opportunity in Every Customer

92%

Proportion of Existing Accounts with Communities

…and 20% of Community customers purchased multiple communities

33,000,000Customers

328,000Brokers

30,000 Employees

6,000Service

1,000Sales

Sales CloudConnected Agents & Inside Sales

Service CloudConnected Service Reps

Customer CommunitiesConnected Agents & Customers

Employee CommunitiesConnected Employees

Partner CommunitiesConnected Agents

Multiply Solution Reach with Communities!

Customer Community

Enable customers to access and act on their account informationDeliver Easy-To-Use Account Tools

Faster Speed of Service

40%

Account Portal

Integrate Business ProcessesEmpower customers to manage their accounts on one platform

Deflect Service CallsGuide customers to knowledge articles and Q&A to find answers

Deliver Personalized ContentRecommend products and services in a fully branded environment

Launch a Community in DaysBuild a community quickly with Lighting Bolt Solutions

Account Portals Builds Customer Loyalty

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.

Average Percentage Improvements Reported by Salesforce Customers

+ 51%

Quicker Case Response Time

+ 46%

Finding Experts

+ 45%

Increase in Customer Satisfaction

Increase in Net Promoter

Score

+ 33%

“Community Cloud gives the agility and scalability to meet our millions of customers needs”.

Ron Guerrier, CIO

Delivered easy to use self-service tools for Quoting, Policy, Claims, Payments, Profiles

Increased Net Promoter Score by breaking down silos between Distribution, Claims, and Marketing

Reduced claim times down to 3 minutes from 12 minutes

“The community is allowing us to start meeting today’s customer expectations. Beth Osburn, Director of Customer and Account Servicing

Delivered a consistent, branded experience for over 2 million customers

Reduced call volume, giving customers a quick overview of all key account details

Simplified payments, processing 20,000 transactions daily

Empower your customers to find answers fast with intelligent self-serviceHelp Customers Help Themselves and Each Other

Increase in customer satisfaction

45%

Deflect Service CallsGuide customers to knowledge articles and Q&A

Ensure No Question Goes UnansweredEscalate cases to the service desk with Einstein

Provide an Engaging ExperienceHighlight and reward your most active customers

Launch a Community in DaysBuild quickly with Lighting Bolt Solutions

Self-Service

Self-Service Drives Customer Satisfaction

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.

Average Percentage Improvements Reported by Salesforce Customers

+ 51%

Quicker Case Response Time

+ 46%

Finding Experts

+ 48%

Faster Case Resolution Time

Increase in Customer

Satisfaction

+ 45%

“Community Cloud has created a lot of collaboration across the globe.”Kelly Cole, Chief Customer Officer

Delivered easy to use self-service tools in 6 weeks using a Lightning Bolt Solution

Deflected service calls by 20% Q/Q after implementation

Reduced time to launch successive communities for different brands to 4 days

“We want to focus on the human side of the business by offering super service with our community.”Matt Bullock, CEO & Founder

Launched a Self-Service Community in 4 days with a Lightning Bolt Solution

Reduced service tickets by 50% after implementing self-service

Reduced average response time from 65 minutes to 16 minutes

One Channel. One Connected Customer Experience.

Engage AnywhereLaunch and evolve a mobile engagement hub at the speed of business with Lightning Bolt Solutions.

Develop AdvocatesRecognize and reward your most valuable members with customizable badges and leaderboards.

Increase RetentionDeliver personalized content, products, and services in a pixel perfect environment that matches your brand.

Provide Stellar ServiceIntelligently guide customers to the experts, articles, and support they need to increase customer satisfaction.

Community Cloud Transforms Digital Engagement

Increase Sales

40%

Brand Engagement

Engagement Improves the Bottom Line

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.

Increase in Sales

+ 40%

+ 40%

Quicker Response Time

+ 43%

Increased Customer

Engagement + 53%

Improved Customer Retention

Average Percentage Improvements Reported by Salesforce Customers

“Salesforce is a robust, up-to-date database for all boat owner information, so staff and customers can now find the answers they need in one easy place.”Shelby Kirby, Senior Marketing Manager

Sea Ray charts new course for customer experience with Community CloudSea Ray’s dedicated owner community wanted an official online platform to share their passion and loyalty for the Sea Ray lifestyle.Worked with 7Summits to implement a robust Sea Ray Owners Club with Community Cloud.

Eliminated more than 1,000 manual data entries per year by centralizing boat owner resources.

Expanded Sea Ray Owners Club community to second and third-time boat owners.

“Community Cloud has given us the ability to talk to our travelers and get to know them much sooner than we ever have before. We didn’t need to look any further than Salesforce.”Kristen Lund, Business Systems Specialist

REI Adventures climbs to higher efficiency with Community CloudREI Adventures was experiencing rapid expansion, but a 15-year-old snail mail system was inhibiting company growth and progress.Streamlined trip planning by centering all traveler paperwork in one easy to use, digital platform with Community Cloud.

Eliminated 75,000 sheets of paper annually, aligning with companywide stewardship ethos.

Refocused staff on building lasting connections with REI Adventures travelers.

MySymantec: Lightning Based Customer Community

Customer Support with: Case Collaboration, Live Agent and Federated Search with Inquira (KB)

Personalized:My Cases and Products Purchased

Using AEM for CMS Content and Adobe Omniture for Web Analytics

Consolidated 9 Portals Into 1 Customer View with Multiple Third-Party Integrations in <1 Month

Association of Support Professionals — 2016 Top 10 Support Website

Logitech: Lightning Bolt Self-Service Community

Reduction in Service Calls

20%

Language selector pick list

Einstein trending and recommended articles

Customizable header to match your brand’s look and feel

Partner Community

Accelerate Channel Sales with Community CloudThe Leading Platform for Partner Relationship Management

Connect Fast with Lightning Bolt Create Your Own Partner Portal with Clicks, Not Code

Optimize Channel SalesGet Full Visibility Into Channel and Partner Performance — All Integrated with Your CRM

Empower Partners AnywhereEnable Partners Access to CRM Records, Files, and Experts from Any Device Close Deals Faster Provide Partners Frictionless Access to Information, Approvals, and Support

Increase in Partner Sales

43%

Community Cloud Drives Partner Success

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.

Average Percentage Improvements Reported by Salesforce Customers

Increase in Partner Sales

+ 43%

+ 46%

Increase in Partner Engagement

+ 33%

Deal Registration

+ 35%

Partner Collaboration

Salesforce is the Gorilla in the PRM Market Today

...with more customers and ecosystem partners and global support resources than other PRM vendors by an order of magnitude.

Salesforce’s PRM solution, an extension of its Community Cloud offering, is strongest in some of the foundational elements of PRM.

The Forrester Wave: PRM Platforms 2016

John Deere: Marketplace Community

WYSIWYG Drag-and-Drop Components Where Sellers Can Customize Marketing Offers

Featured Apps Controlled by John Deere to Push High Priority Apps (if Dealer Bought Licenses to Sell)

Customizable Banner Header for Sellers to Brand Their Marketplace

Partner Community5,000 Dealers

Adidas: B2B E-commerce Community

Manage Accounts (View Order History, Invoices, Documents, File Complaints, Returns, Track orders, Etc.)

Access, Browse, and Purchase Adidas’s Entire Product Catalog Digitally

Branded Environment to Match Look and Feel of Adidas

Re-Order In-Season Merchandise

Employee Community

One Platform to Connect Employees to the People, Content, and Apps They Need to be Productive

Instantly Get Personalized Updates

Easily Access All of Their Business Apps

Collaborate with Peers on Files and Business Data

Take Action Anywhere, from Any Device

Transform the Employee Experience with Employee Community

Increase in Employee Engagement

48%

Employee Community Increases Employee Engagement

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.

Average Percentage Improvements Reported by Salesforce Customers

Increase in Employee

Engagement

+ 48%

+ 46%

Find Experts Faster

+ 46%

Real-Time Feedback

+ 51%

Faster Collaboration

AB InBev: Lightning-Based Employee Community

Provide a Fully Branded Experience for Employees to:

● Access Content● Search for Answers● Ask Questions● Browse Topics● Collaborate

Seamless Case Management with Service Cloud

AB InBev Using Lightning Template to “Transform the EmployeeExperience” HR Processes:

● Vacation Request● Assignment Change● Create New Position● Termination● Case Management

(Service Cloud)

SAP Data Surfaced in the Community:- Vacation Days- Org Chart- Start Date- Compensation

Targeted150,000 Employees

Solution Integrator: Partnership Between SF Services and Bluewolf

Safelight: Lightning Employee Community

Targeted12,000 Employees

App Cloud: Extensibility to Replace Sharepoint Intranet in the Future

Buyer: SVP, Customer Brand and Technology

Employees: Field Technicians Who Replace Windshields

Use Case: Community for Field Technicians, People Who Replace the Glass; Keep Field Technicians Connected to Corporate and Each Other

Extend Salesforce to Your Entire Ecosystem

Accelerate Channel Sales

Measure PartnerPerformance

B2B and B2CE-commerce

Help Customers Help Themselves

Boost Employee Productivity

Engage Every Customer