Self Service: the Ultimate Experience
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Transcript of Self Service: the Ultimate Experience
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Service Cloud:
Self Service: the Ultimate Experience
Eric Moore, salesforce.com, Sr. Program Manager
@ermooSF
www.linkedin.com/in/ericmichaelmoore
Chet Chauhan, salesforce.com, Director Product Management
@chetchauhan
www.linkedin.com/in/chetchauhan
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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 intellectual property and other l itigation, 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, 2012. 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.
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Heather Watkins
Sr. Manager of Customer
Communities & Programs
@Heather_Watkins
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All About Marketo
Marketo provides a complete marketing automation
software solution that is powerful and easy to use for
fast-growing small companies and global enterprises
alike.
#1 Marketing Software in Inc. 500’s Fastest Growing
Companies
#1 Fastest Growing Private Company of 2011 by the
Silicon Valley Business Journal
America’s Most Promising Companies by Forbes
Magazine
2011 AppExchange Awards for Best Chatter
Exchange & Best Marketing Automation
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What: Private customer community to answer technical
questions and discuss various best practices
Who: Marketo customers & partners – mostly marketing and
sales professionals.
About the Community
Best Closed Community Finalist - Embracing
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Life Before Salesforce
• Didn't match our brand
• Poor user experience
• No flexibility or customization
• Customers weren’t using it
• Not deflecting support cases
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Our Community Needs…
• Single portal experience for customers
• Matches Marketo’s ease of use
• Grows with our needs/ flexible
• Deflects cases per customer
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• Launched Community in December 2010
• Salesforce Answers, Ideas, Knowledge
• Launched Cases in June 2012
• Custom VisualForce Interface & Custom Objects
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Results
• 20,000 Users
• 4,600+ Questions
• 1,800+ Ideas
• Deflection in Cases!
*Via yotung on Flickr
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Case Deflection Statistics
December 2010
• 2.8 Cases / Customer
June 2012
• 2.04 Cases/ Customer
August 2012
• 1.91 Cases/ Customer
-27% -6%
-32%
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More Results
+338% +4,750%
0
500
1000
1500
2000
2500
3000
3500
Total Engagements
-
5,000
10,000
15,000
20,000
25,000
30,000
35,000
# of Visits
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Visitor Statistics
Average time on site: 9.5 min/visit
8k+ Visitors / Month
70% of Replies by Community
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What’s Next?
Launch Learning Management System
Backbone to Certification
Track Learning Behaviors
+ Gamification – Incent Learning & Usage Maturity
Rewarding Offline Activities
Events
References
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Tips for Success
Engage your partners to participate
Incent employees to participate
Spread the responsibility around
Launch with a beta group to add content
Keep your design SIMPLE
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Brian Smith
VP, Technical Operations
@Brian_J_Smith
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Tableau Software Inc.
Tableau helps people see and understand data. We make
rapid-fire business intelligence software.
Fastest growing business intelligence company in the world
Stanford Professor Pat Hanrahan and Dr. Chris Stolte re-
invented data visualization technology
Patented products are in use by 8500+ of customers
Headquartered in Seattle, WA
>600 Employees, >100% YoY Growth
Customers
• Apple
• Microsoft
• Wells Fargo
• Bank of America
• Walmart
• Safeway
• Pfizer
• Merck
• Ferrari
• GM
• CBS
+ 1000’s more
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Tableau Timeline
• Doubled sales bookings
• Grew customer
accounts by 40%
• Opened European
Operations
• Fastest growing BI
vendor: Gartner and IDC
•Launched Tableau
Digital
• Customer Conference
1,400 attendees – up
from 700
1997 - 2005
• Defense grant to
Stanford
• Stanford spin-out 2003
• First patents; invention
of VizQL™
• Launched Tableau
Desktop
• Hyperion global OEM
deal
2009
• Awarded “Product of
the Year” for 1st time
by PC Magazine
2006
• Launched Tableau
Server product
• More than doubled
revenue
2007 2008
• Tableau Server wins
multiple awards
•1st Annual Customer
Conference
(sold out)
•Global OEM deal
(expansion) signed
with Oracle
2010
• Inc. 500 list
• 2nd Annual Customer
Conference 67%
increase in attendance
• Deloitte Fast 500
• SQL Server Magazine
Best BI & Reporting
Tool
• 1st Year Magic
Quadrant Challenger
• Launched Tableau
Public
• Multiple awards
2011
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Self-Service Opportunities
Increase scalability of support processes
Self-service options were read-only
High touch product key & portal user management
Create fully branded and integrated support experience
Make it easy to find solutions across support assets
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Self-Service Projects
Customer Portal
Partner Portal
Knowledge Base
Online Case Management
Webstore
Federated Search
Single Sign-on
Community
Concept to completion in less than a year!
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Why Tableau selected Salesforce Service Cloud
Enterprise Class Scalability
Programmability and flexibility
Integration with our current workflow
Proximity to existing customer data
Strong ecosystem of partner tools
Best of breed all on one platform
History of continuous improvement
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Objective Results
High touch cases on the decline
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Tips & Takeaways
Executive Sponsorship; Partner with Marketing, Sales & Support
Beta your solution with a subset of users
Data architecture and quality are key to self-service scalability
Architect URL strategy before you build (custom URLs, KB, SSL)
Stay as native as possible and leverage javascript extensively
Parameterize page references to work around recent items
SSO - 1 IDP per Org, plan account assignment
Manage workflow in Apex
Understand sharing rules and impact of external users to your org
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Chet Chauhan
Director Product Management – Service
Communities & Social
@chetchauhan
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Announcing Salesforce Communities
First Community Platform with
Social and Business Process
• Collaboration between customers, partners
& employees
• Custom branding with CMS
• Integrated with business process
• 100% cloud, instant impact
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Communities are Portals Re-invented for Social Businesses
Salesforce Communities Salesforce Portals
✓ Supports all legacy portal licenses
✓ Get a community for each portal
✓ No data/workflow impact
✓ Changes limited to branding/setup
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Pilot in Winter ’13; GA in Summer ’13 (safe harbor)
Limited Pilot
October 2012
General Availability
June 2013
Pilot guidelines:
1. Open membership model
2. Up to 5 communities & 100k members
3. Willing to be a reference
Pilot nominations: Open (contact your account team)
Pricing:
Will announce closer to GA
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Heather Watkins
Sr. Manager, Customer
Communities & Programs,
@heather_watkins
Brian Smith
VP, Technical Operations,
@Brian_J_Smith
Chet Chauhan Eric Moore
Program Management
Director,
@chetchauhan
Sr. Program Manager,
@ermooSF
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Appendix
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Self-Service Success at Salesforce
Service Cloud Technology used
Salesforce Knowledge
Customer Portal
Sites
Decreased cases per customer
by 25% in 1 year!