Service Excellence Frankfurt

Service Excellence Event June 11, 2015

Michael Nösges

Regional Vice President

Service Cloud EMEA Central

Frankfurt, Germany- 11st June 2015 - Service Excellence

Agenda 12:30 Registrierung & Mittagessen

13:30 Begrüßung

Michael Nösges, RVP Enterprise Sales - Service Cloud, Salesforce

13:45 Keynote: Customer Experience

Prof. Dr. Michael Capone, Principal Business Analyst, DCX

Capgemini Deutschland GmbH

14:45 Our path to Service Excellence

Christian Baumgärtel, Manager Speed & Efficiency, ADVA

15:15 Kaffeepause

15:45 Salesforce Service Vision - Best Practices & Demo

Michael Grün, Enterprise Account Executive, Service Cloud, Salesforce

Call Center in action, Markus Ring, sogedes GmbH

Kai Braband, Principal Solution Engineer, Salesforce

17:00 Zusammenfassung

17:15 Networking Reception

Times have changed!

St. Peters Square

Election of Pope Francis

2013

Witness of Pope John Paul II's

2005

“Customer experience has overtaken price

and product as the key brand

differentiator.”

Price Product Customer

Experience

#1

Source: Customers 2020 Report

The Future is All About Customer Experience

Importance and Reality of Customer Service

Competitive Differentiation

60 % of organizations see

that customer service will

be the top source of

competitive

differentiation in the next

three years The Service Councils

Customer Importance

86 % of buyers would pay

more for a better

customer experience

Forbes, CEI Survey

Disconnected Systems

42 % of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications

Forrester

Omni-Channel Availability

12 Only 12% of businesses can

provide seamless hand-off

between channels. Others

are unable to support an

omni-channel customer

journey Forrester Wave CSS 2014

Frankfurt, Germany- 11st June 2015 - Service Excellence

Agenda 12:30 Registrierung & Mittagessen

13:30 Begrüßung

Michael Nösges, RVP Enterprise Sales - Service Cloud, Salesforce

13:45 Keynote: Customer Experience

Prof. Dr. Michael Capone, Principal Business Analyst, DCX

Capgemini Deutschland GmbH

14:45 Our path to Service Excellence

Christian Baumgärtel, Manager Speed & Efficiency, ADVA

15:15 Kaffeepause

15:45 Salesforce Service Vision - Best Practices & Demo

Michael Grün, Enterprise Account Executive, Service Cloud, Salesforce

Call Center in action, Markus Ring, sogedes GmbH

Kai Braband, Principal Solution Engineer, Salesforce

17:00 Zusammenfassung

17:15 Networking Reception

ROI von IoT Optimizing Service and Transforming Services

Prof. Dr. Michael J. Capone Principal Analyst, Digital

Service & Services

Service Activities during the purchase and consumption phases IoT enables companies to optimize products and service

Services Post-purchase activities IoT enables companies to optimize products and service and also create new revenue-generating services

Core Product Core Product Core

Product

Reactive Service Processes are Slow and Expensive

1. Driver reports an issue.

2. Customer service logs call. 3. Customer service dispatches roadside assistance. 9. Calls customer to notify vehicle ready. 3. Service Manage reviews case.

6. Checks part availability. Orders part.

7. Parts delivered.

5. Mechanic diagnoses problem. 8. Repairs vehicle.

It made a klunk klunk

kind of noise.

You have to bring it in for

diagnosis.

1. Reactive 2. Manual 3. Time-Consuming 4. Subjective 5. Dissatisfaction

Reactive B2B Service Process

1. Operator reports an issue, asks for help or orders parts.

2. Customer service creates a case. 6. Makes appointment with customer.

3. Account Management checks SLA. 4. Engineering determines resolution and creates ticket.

5. Service Manager checks availability of technician, parts, and tools. Orders parts. 7. Dispatches technician. 8. Technician performs repair and completes report.

9. Wrong problem, part or tool.

1. Reactive 2. Manual 3. Time-Consuming 4. Subjective 5. Dissatisfaction

Reactive Service Creates Opportunities for Dissatisfaction

Copyright © Capgemini 2013. All Rights Reserved

11 Connected World IoT Portfolio.pptx

t1 Issue t2 Problem t3 Recognition t4 Report t5 Record t6 Response t7 Resolution

Dis

sati

sfac

tio

n

Sat

isfa

ctio

n

1. An anomoly in operating data is identified that has a high-probability of impacting performance.

2. The issue manifests itself as a performance problem, failure or outage.

3. The customer is aware of the problem. Dissatisfaction is sensed, but not yet expressed.

4. The customer contacts the manufacturer. Dissatisfaction is expressed.

5. The manufacturer logs and reviews the case.

6. The manufacturer plans action.

7. The resolution is complete.

1 2

3

4

5

6

7

Recovery

When service processes are sucessfully executed, recovery is achieved. Recovery means the cause of dissatisfaction is resolved. Satisfaction is theoretically restored.

Stages of the IoT Transformation

M2M Machine-to-machine involves the communication between machines to improve productivity and safety. Connected devices is a pre-requisite for M2M.

IoT Internet-of-Things involves making the data from connected devices available in the cloud for monitoring and reporting. Connected THINGS are a pre-requisite for IoT.

CSX - 2 Steps Ahead Connected Service eXperience involves using the data from connected devices in real-time to identify a „Next Best Action“ and trigger 1:1 interactions between the sales, customer care, service and the customer. Connected devices and IoT are pre-requisites for CSX.

1

2 3

Control Tower Applications

Services Applications



75,000,000,000 connected devices by 2020.

Companies will invest >€2 Billion in IoT by 2020

Drivers Enablers

Consumerization of Corporate IT

consumer habits influencing workplace

Mobile 90%+ adoption rate

Cloud scaleable, low cost storage

Analytics powerful and real-time

Competition global competition forcing new USPs

The Gartner Hype Curve „Why are companies disillusioned?“

2,7 zetabytes of data today. 99% is latent. 1. They implemented IoT w/o

identifying the business cases first.

2. They have incomplete IoT solutions.

3. They have multiple, disconncted „smart“ solutions.

50%

40%

30%

20%

10%

0%

The IoT Evolution is Beginning

Innovators Early Adopters Early Majority Late Majority Laggards

Adoption Rate of Innovation

When we look at IoT maturity today, we see that most companies are just getting started.

Innovator 1. Few references 2. Risk averse 3. Slow sales cycle

Converting Data into Business Impact w/ CSX

Performance and usage data is acquired and transmitted every x seconds.

Data from many connected devices is aggregated and stored

When the data indicates an issue that can cause a problem or opportunity, a case is created and a resolution is selected

Action is taken: 1. Customer Care provides the operator

tips and instructions, 2. Sales & Marketing proactively sends

the customer offers and orders, and/or 3. Technical Service is dispatched to

perform maintenance or repair. 4. System sends messages to the machine

directly. New proactive services are created when data from

connected devices is used in real-time.

1

2

4 5

The resolution is recorded. Outages and accidents are prevented, sales are captured, and customer dissatisfaction is prevented.

6

Data is analyzed in real-time to identify issues.

3

Business Applications for IoT w/ CSX

Machines

Assets

Shipments

Products

Decrease Energy Costs Decrease Loss & Theft Decrease Misuse & Accidents Improve Efficiency & Productivity Decrease Assets

Decrease Unplanned Downtime Decrease Inventory Costs Decrease Labor Costs Decrease Cost of Waste Decrease Costs for Parts & Supplies Decrease Shipping Costs Extend Machine Life Improve Productivity

Decrease Energy Costs Decrease Mishandling & Loss Improve On-time Delivery

Grow After-Market Sales Decrease Misuse & Warranty Costs Decrease Accidents Offer Value-Added Services Improve First-Call Resolution Rate Improve Product Development Improve Customer Satisfaction

INT

ER

NA

L E

XT

ER

NA

L

People

OP

TIM

IZE

T

RA

NFO

RM

AT

ION

AL

New Revenue Models for Machine Data

• Mobility Guarantees, Uptime Guarantees & Pre-emptive SLAs. Instead of a 24-hour response time, the manufacturer will offer to service a product before it breaks and before the customer repotrs an issue. Example: Mobility Concierge.

• Pay-as-you-Use. Companies will offer pay-for-use, where price or rates reflect actual usage and behavior.

Customers will opt-in to save money. Example: Pay-as-you-Drive.

• New Subscription Services. Companies are developing new subscription services for customers. Customers

will subscribe to services in order to get tips to save fuel, improve performance, lower operating costs, and prevent accidents. Example: Car Net.

• Factory-as-a-Service or Product-as-a-Service. Products will be free. The company will replace the

one-time sale of a product with a recurring revenue model or subscription. Example: Grocery Services.

• Data Remarketing. Products will be free. The data generated by the product will be packaged and sold to third-

parties. This revenue will more than offset the cost of the product, because it is recurring, and the marginal cost of the data is almost zero. Example: Smart Lights.

Business Cases | Automotive



Productivity „Change the fan belt in 6 days to prevent A/C from

failing.“

Environment. „Improve your fuel efficiency by shifting

before 2.200 RPMs.“

Performance. „Extend the life of your vehicle and get

more power by using higher octane fuel.“

Performance. „Deactivate ECO Mode to get more

power for passing.“

Safety. „Avoid another accident by maintaining a 5 meter

distance.“

Service. „Stop ahead. Roadside assistance is

behind you.“ Sales. „Upgrade to a 5 series to get the performance you need.“

Economy. „Save money by down-

shifting instead of breaking.“

Sales. „Change your tires in 2 weeks to get improve

performance and ensure safety.“

Service. „Add coolant to prevent over-

heating.“



Performance. „Improve output 2% by opening air vent „A.“

Sales. „You need a new A27 fuse in 96 hours.“

Safety. „Avoid accidents by closing the lid before

activating the machine.“

Environment & Sales „Decrease emissions by using our new synthetic lubircant.“

Productivity. „This module will fail in 7 hours. A service technician is already on the

way.“

Productivity & Sales. „Your hopper will be empty in 3

hours.“

Efficency. „“Combine parts in trays to reduce tray inventory and reduce conveyor usage.“

Service & Sales. „Order parts or schedule service. This module has

not been turned on in 2 days.“ Safety & Productivity. „The

unit will over-heat in 3 hours. Add coolant or turn-

off.“

Safety. „Schedule training. This unit is not being operated

properly.“

Smart Lights



Customer Hella

Status Interactive Demo

Type Build

Sector Manufacturing Industry and Cities

Delivery Team DCX Germany

Project Scope

1. Ensure that streets, park houses and train stations are adquately lighted.

2. Cluster cases to decrease miles driven. 3. Make data available to third-parties such as marketing agencies.

M2M Functions A1 A2 A3 A4 A5

Build Design Run

Mobility Concierge



Customer Audi

Status Interactive Demo

Type Run

Sector Automotive

Delivery Team DCX Germany

Project Scope

Monitor the performance of 210 heterogeneous vehicles for VIP customers in Germany and Italy. Help 6 participating dealers in Italy and Germany to grow after-market sales by • monitoring vehicle condition, • predicting demand for parts and service • sending deales qualified leads. Improve • customer satisfaction by decreasing down-time.

M2M Functions A1 A2 A3 A4 A5

Build Design Run

5 Required Technologies for CSX



IoT Maturity Assessment, Architecture Framework & Project Plan

Functional Layer Description Technology

Action (A5) A task is automatically created for sales, contact center, or service.

Assignment (A4) A „Next Best Action“ is automatically generated.

Analysis (A3) Reports and dashboards are produced, relationships and anomolies are identified.

Aggregation (A2) Data from mutliple, different sources are consolidated.

Acquisition (A1) Data is created, collected, and transmitted. Sensor, gateway

www.capgemini.com

About Capgemini With more than 120,000 people in 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2011 global revenues of EUR 9.7 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model.

Rightshore® is a trademark belonging to Capgemini

The information contained in this presentation is proprietary. Copyright © 2013 Capgemini. All rights reserved.

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June 2015

Christian Baumgärtel, Manager Speed & Efficiency

Our path to Service Excellence with MAX

© 2015 ADVA Optical Networking. All rights reserved. Confidential.

28

• Who is ADVA Optical Networking?

• Let me introduce Max

• Max’s job today

• Max’s future role

• What have we learned from Max?

Agenda


29

ADVA Optical Networking Today

We bring differentiation, quality and ease-of-use to next-generation networks

Our MISSION is to be the trusted partner for innovative connectivity solutions that ADVANCE next-generation networks for cloud and mobile services.

Our QUALITY

TL 9000, ISO 14001

Award-winning supply chain

Our NUMBERS 1.500 employees

EUR 339m* revenue 20 years of innovation

Our CUSTOMERS

Hundreds of carriers

Thousands of enterprises

Mission Key Facts

*annual 2014


30

What We Do

Innovative Connectivity

Scalable, programmable and secure optical networking solutions for the digital age

Partners Phone

Cloud

Email

Social

Search

Community Chat

Mobility


31

What We, Customer Service, Do

We offer services:

• Build Services (Installations, Trials,

Staging)

• Care Services (Tech Support,

Spares, FLM, NOC)

• Enable Services (Training)

We deliver services:

• We support, empower, consult,

help, our customers


33

That‘s Max:


34


35

This is how we got to know MAX

• Started with SalesCloud in 2004 for the North American Sales Teams

• Global roll out of Sales and ServiceCloud in 2009

• Roll out of Customer Portal in 2010

• Roll out of Knowledge Base in 2012


36

MAX’s job today

• Case Management

• Customer Portal

• Knowledge Base

• Contract Management

• Entitlement

• Asset Management

• Project Management

• Service Partner Management

• Resource Triggers

Picture


37

MAX’s future role

• Focus: Customer Experience • Product, Process, People

• Goal: Customer Success • We want our customers to thrive

and grow with them

• Means: Our team incl. Max • Machine to Machine

communication

• Integration of business processes and products

• Usage data analysis


38

What we learned from/with MAX

• Change Management is key • 80% of our time!

• Repeat, repeat, repeat the basics

• Standard makes us happy • We benefit from 1000s of

developers releasing new features every 4 month

• We check what works for us and roll it out

• We try to get rid of custom solutions, we are not so special


39

Our successes with MAX

• Customers • Increased flexibility

• Self Service

• Personal touch

• People • Shared successes

• Visibility

• Focus

• Processes • Automation

• Clear triggers

• Speed & Efficiency

Thank You Christian Baumgärtel Manager Speed & Efficiency m +49 175 4365 877 [email protected] www.advaoptical.com

IMPORTANT NOTICE The content of this presentation is strictly confidential. ADVA Optical Networking is the exclusive owner or licensee of the content, material, and information in this presentation. Any reproduction, publication or reprint, in whole or in part, is strictly prohibited.

The information in this presentation may not be accurate, complete or up to date, and is provided without warranties or representations of any kind, either express or implied. ADVA Optical Networking shall not be responsible for and disclaims any liability for any loss or damages, including without limitation, direct, indirect, incidental, consequential and special damages, alleged to have been caused by or in connection with using and/or relying on the information contained in this presentation.

Copyright © for the entire content of this presentation: ADVA Optical Networking.

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http://advaopticalnews.tumblr.com/

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Salesforce Service Vision and Life Demo

Michael Grün

Account Executive, ServiceCloud

[email protected]

Kai Braband

Sales Engineer, ServiceCloud

[email protected]

Bernd Walz

Geschäftsfüher

[email protected]

Agenda

• Salesforce Service Vision und ServiceCloud Überblick

• Vorstellung von Sogedes mit einem Lösungsüberblick

• Demo der ServiceCloud auf Basis eines Kundenszenario

• Demo der Contact Center Lösung von Sogedes

• Demo der Reporting-Möglichkeiten auf Basis der ServiceCloud

“Customer experience has overtaken price

and product as the key brand

differentiator.”

Price Product Customer

Experience

#1

Source: Customers 2020 Report

The Future is All About Customer Experience

Connected World: Deliver a New Customer Experience

Cloud

Social

75 connected products

Billion

Yesterday’s Customer

Service Solutions Your Customers

Help lives in desktop portal Personalized: want answers wherever they are, in context

Smarter: want the right answers the first time

Faster: needs constantly evolving

Disconnected resources and applications

Not built for speed

The Customer Experience Gap

Service Platform for Customer Success Transform the customer experience with Service on Salesforce

Personalized

Service

Smarter

Support

Innovate

Faster

Connect 1:1 with every

customer, anywhere

Empower agents and

managers with the right

tools and intelligence

Build and scale at the

speed of your customers

Award-Winning Product Leader

Market Leadership Customer Success Product Leadership

Leader Customer Engagement Center

Leader Customer Service

#1 Contact Center Search

#1 Web Support

Leader: Customer Case Management

+25% increase in customer satisfaction



High increase in SLA compliance

Sources: Gartner, Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, April 2014.

The Forrester WaveTM: Customer Service, Solutions for Enterprise Organizations, Q2 2014, Kate Leggett, 4.7.2014.

Grand Stevie Award

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 27, 2015

Analyst: Michael Maoz, Jim Davies

Gartner has positioned salesforce.com

highest for ability to execute and

furthest for completeness of vision in the

Leaders quadrant

Source: Gartner (April 2015)

Helping Customers Succeed Across All Metrics

Support Cost Savings

Faster Case Resolution

48 %

+

45 %

+

Faster Average Handle Time

Agent Productivity

47 %

+ 45 %

+

Customer

Satisfaction

45 % +

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

45 %

+

Customer Retention

Increase

Increase

Increase

Increase

Increase

Increase

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &

Entitlements Collaboration Analytics

Analytics

Cloud

Salesforce1

Mobile App APIs AppExchange Desk

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Deliver a Next-Generation Agent Experience

Smart Agent Console

360 degree customer view in one place

Cross-channel engagement, and in-channel

response

Real-time recommendations on similar cases, topics,

articles, and experts

Combine multiple actions and pre-build responses

with macros

Smart Agent

Console

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Make Every Email a Seamless Conversation

High-volume Email Support

Create and route cases from incoming email

Dynamic template selection

Embed knowledge articles

Respond faster with predefined actions in 1

click using macros

Email

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Connect 1:1 with Personalized Service in Every Mobile App

SOS for Apps

Personalized: 1:1 support with live

video and on-screen annotation

Immediate: Embed a help button to

engage customers everywhere

Connected: Deliver answers in context

in any mobile app

Agent View

Customer View

SOS

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Instantly Recognize Customers on the Phone

Phone and CTI Support

100+ adapters to connect to telephony

systems

100% cloud based

Complete softphone capabilities

Phone/

CTI

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Self-Service & Communities

Unify self-service and community experience

Seamless integration between self-service and

assisted service

Build a branded community with Community

templates or the drag & drop designer

Responsive design to engage on any device

Help Customers Help Themselves with Communities

Self-Service

Communities

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Connect Social Conversations to Your Business Process

Social Customer Service

Listen to conversations across 1 billion social sources

and respond in-channel

Automatic case creation and routing for quick

response

Provide personalized responses with connected

customer data

Social Customer

Service

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Chat 1:1 Instantly On Any Device

Live Agent

Personalized, real-time online chat with

customers and prospects in multiple languages

Flexible routing rules, sneak peek, and keyboard

shortcuts to maximize agent productivity

Chat metrics and transcripts for continuous

improvement

Chat

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Put the Right Answers at Agents’ Fingertips

Knowledge Base

Articles suggested in the context of solving cases

Deliver Knowledge in one click to any channel

and to any device

Expose Knowledge to your website or

community

Apply knowledge management best practices

with KCS verification

Knowledge

Base

SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


SOS Self-Service

Communities

Mobile

Self-Service

Social Customer

Service Email

Phone/

CTI

Live

Chat

Agent

Console

Knowledge

Base

SLAs &


Analytics

Cloud

Salesforce1


Embed Service Everywhere

Service Cloud APIs

10X more APIs, including high

availability for B2C scale

Service is part of every app &

product

Provide customers with 1 touch

service everywhere

APIs

Introducing Cirrus

• Consumer electronics company

• Specialized reseller in audio and video equipment

• Headquartered in Frankfurt, Germany

• high revenue growth

• Customer Satisfaction is crucial

Introducing Cirrus Personas

Agent

Markus Ring

Agent

Kai Braband

• Customer Service Agent

specialized in Multimedia

customer interaction

• Customer Service agent

specialized in VOICE

customer interaction

Introducing Customer Personas

Alexandra

Baumann

• mother

Sandra

Baumann

• Daughter and maybe next

customer of Cirrus

Thomas

Baumann

• Father and big fan of

Audio and Video

equipment, loves BOSE

sogedes GmbH

Fabrikstationstrasse 45-49 • D-68163 Mannheim

T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159

M: [email protected]

W: www.sogedes.com

Salesforce Service Excellence Event 11. Juni 2015 Frankfurt

sogedes GmbH


T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159


W: www.sogedes.com

Seite 66

sogedes – das Systemhaus+

Our Vision

Customer Experience Technology

giving you more

Freedom and Success

Our Mission

Manage Customer Interaction,

Control Customer Experience &

Create Customer Engagement

sogedes GmbH


T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159


W: www.sogedes.com

Seite 67

Salesforce

Service Cloud

sogedes

VOCALCOM Cloud Contact Center Solution

360°

Customer Engagement

Rapid Deployment Service Cloud

+ =

All-in-one, from Day One

NO Integration, start right away

Simple, Secure, Efficient

sogedes GmbH


T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159


W: www.sogedes.com

Seite 68

Salesforce Cloud Contact Center Salesforce + Sprache aus der Cloud, vollständig integriert und mit

1 Benutzeroberfläche, 1 Log-In und

1 Datenbasis

Sofort einsatzbereit

Kein Integrationsaufwand

Pay as you go, pro Nutzer und Monat

Gewohnte Benutzeroberflächen

Native CTI Ein- und ausgehende Anrufe sind mit Salesforce Kontakten, Tickets, Opportunities usw.

verknüpft.

Zeitersparnis durch sofortiges Anzeigen von Anrufer Informationen

Direktes Anwählen von Kontakten

Anrufhistorie wird jeweiligen Kontakten und Mitarbeitern zugeordnet

ACD & Dynamic Routing Routing mit allen Features einer modernen ACD zur Steigerung der Customer

Experience

Routing und dynamische Überlaufszenarien nach

- Kundenstatus / VIP Routing

- Mitarbeiterkompetenzen (Skill Based Routing)

- jeglichen in Salesforce hinterlegten Daten

Blended Outbound Dialing Verschiedene Wählmethoden von Click-to-dial bis Predictive Dailing ermöglichen die

jeweils passende Kombination aus Qualität und Performance

Höhere Produktivität durch

- verschiedene Dialing Varianten incl. echtem Predictive Dialing

- Blending von In- und Outbound

Kampagnenselektion innerhalb von Salesforce

Real-time Datenspeicherung innerhalb Salesforce

Added Value

sogedes GmbH


T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159


W: www.sogedes.com

Seite 69

Call Back Management & Call Strategies

Automatisiertes Anwählen von Kontakten zu mit Kunden abgestimmten Terminen

Rückruftermine gehen nicht mehr verloren

Allgemeine Team Wiedervorlagen

Persönliche Agenten Wiedervorlagen

Live Dashboards

Überblick über alle aktuellen und relevanten Kennzahlen des Service Centers in Echtzeit

Real-time Steuerung Ihres Service Centers

Monitoring von Servicegrad und Effizienz

Analytics & Integrated Reporting

Alle relevanten Informationen wie z.B. Average Handling Time (AHT), durchschnittliche

Nachbearbeitung, Anzahl der Calls stehen direkt und ohne Synchronisierung innerhalb

des Salesforce Reporting zur Verfügung

All-in-one KPI's ermöglichen eine 360 Grad Übersicht über Ihre Kundenkontakte

Telefonie Daten können mit allen Salesforce Daten verknüpft werden

Customer Experience und Customer Engagement wird messbar

Self Service IVR

Intuitiv anwendbares GUI zur Erstellung von Call Flows und Sprachportalen

Zugriff auf Salesforce Daten, wie Kontakte, Tickets, Kundenwert, Zufriedenheitsindex

usw.

Added Value

sogedes GmbH


T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159


W: www.sogedes.com

Seite 70

Quality Management

Qualitätsmanagement mit Funktionen wie Listening, Whispering und Voice & Screen

Recording

Sicherstellung von Qualitätsstandards

Sicherstellung von Compliance

Coaching von Agenten

Text-to-Speech & Speech Recognition

Erstellen von Ansagen innerhalb eines Call Flows in kurzer Zeit über die Text-to-Speech

Funktionalität

Gesteigerte Flexibilität und Professionalität Ihrer Call Flows

Added Value

sogedes GmbH


T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159


W: www.sogedes.com

SOGEDES SOLUTION PARTNERS

Seite 71

SOGEDES GMBH

[email protected]

+49 621 490 93 130

www.sogedes.com

KONTAKT

Thank you

Service Excellence Frankfurt

Services

Transcript of Service Excellence Frankfurt