welcome to 2U

A New Era of Service for the Connected World

Fernando Gallego Service Cloud Leader Iberia fgallego@salesforce.com +34 687 055 544

Safe Harbor

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 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.

Intuit Customer Story

Salesforce Continues Leadership in Customer Engagement

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.

Magic Quadrant for CRM Customer Engagement Center

April 27th, 2015 Analyst: Michael Maoz, Jim Davies

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

Years in a row 6

Growth Driven by Customer Success

FY15 FY10 FY11

Customer Story: Inspirato:

Driving Customer Success Across All Metrics

+45%

Faster Average Handle Time

+45%

Support Cost Savings

+47%

Agent Productivity

+48%

Faster Case Resolution

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

Customer Satisfaction

+45%

Average percentage improvements reported by Salesforce customers

75 Billion connected products by 2020

connected products per person

Trillions of Interactions

58 in the world’s most connected countries

Customer Service Has to Evolve

1990s

Phone Today

Everywhere 2000s

Social

Customers are expecting connected service everywhere

The Customer Experience Gap is Widening Companies Customers

Systems Customers Employees

Disconnected from:

Faster Smarter More Insightful

Demand service that is:

The Customer Experience Gap is Widening

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

of the Fortune 500 firms from 2000 do not exist

52%

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

64%

46% 51%

2014 2013 2012

Omni-Channel Presence & Routing Smart, connected support across channels

Intelligent routing Dynamically route the right cases to the right agents, fast

Real-time presence Manage agent availability and push cases at the right time

Seamless interaction Preserve the conversation across every channel, on any device

NEW

Service for Apps Connect to 1-to-1 with customers by embedding support into any native mobile app

Get the answers you need anytime, anywhere

Instantly connect to an agent without leaving the app

Live, interactive video support when you need it

Create and monitor cases from any mobile device

Live phone support with a single click in any app

Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for Apps Knowledge for Apps

thank y u