community cloud - gemeinsam geht alles besser - kundenbindung stärken mit der salesforce community...
TRANSCRIPT
Gemeinsam geht alles besser: Kundenbindung stärken mit der Salesforce Community Cloud
Birk Angermann Lead Solution Engineer [email protected]
Julian Scharf Senior Account Executive [email protected]
Lisa Grotenrath Business Development Representative [email protected]
Tim Grosser Head of Digital Transformation IATA
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Vernetzen Sie sich mit Ihren Kunden auf neue Art und Weise. Werden Sie zur Customer Company
Sales Service
Marketing
Community Apps
Analytics
Community Cloud
Sales Service
Marketing
Community Apps
Analytics
Unternehmen orchestrieren ein äußerst komplexes Ökosystem
Angestellte
Partner
Kunden Daten
Apps
Lieferanten
Reseller
Agenturen Prozesse
Zusammenarbeit mit Kunden, Partnern und Mitarbeiter neu erfunden
Verbunden mit allen Endgeräten
Verbunden mit Ihrer Marke
Verbunden mit Ihren Prozessen
Demonstration
Cirrus Tech Company
• Hersteller von Premium Audioequipment
• B2C & B2B Geschäft
Gewinnen Sie 1 von 2 iTunes €50 Gutscheinen!
Link: bit.do/sfwt
Das Einbinden Ihres Ökosystems erzielt klare Vorteile
Source: Salesforce Customer Relationship Survey conducted March-April 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Kunden
48 % +
Schnellere Problemlösung
43 % +
Mehr Geschäft über Partner
46 % -
Weniger Zeit, um Experten zu "nden
Reseller Angestellte
bit.do/sfwt
IATA
Fragen & Antworten
Vielen Dank
Salesforce Community Cloud
Tim Grosser
Head of Digital Transformation
IATA in Brief
Global trade association for the world’s airlines
240 passenger and cargo carriers
84% of global air traffic
Meeting our members’ needs
3
Vision
Core Activity
FINANCIAL
SETTLEMENT$387B 99.99%
$17B
REDUCE COSTS AND
INCREASE EFFICIENCY
ACROSS THE AVIATION
VALUE CHAIN
FINANCIAL
SAVINGS
REGULATORYADVOCACY OPERATIONAL
Key Issues
Continually
improve
aviation safety
Increase value
through
partnership
Protect the
interests of the
industry
Reduce
environmental
impact
Backbone of global, interconnected industry
Global / Regional / Local advocacy
Protecting airline $
Promoting Aviation
Setting global standards
Commercial services
Minimal annual dues
IATA Value Proposition
Salesforce at IATA
Sales Cloud
Campaigns
Leads
Opportunities
Service Cloud – Customer Service for the Financial Clearing
Global footprint from 5 hubs, MIA, BJS, SIN, MAD, AMM
400,000 cases annually
Multiple Channels,
Phone
Webforms
Custom Applications - using workflow
Ie: Agency approval
IATA CIO Forum
We needed a tool to promote collaboration within the Airline CIO
community
We have a community with (potentially) 200-300 Airline CIO’s and
senior IT executives to promote innovation
Needed to be
Modern / clean design, “Facebook style”
Mobile
Represent the innovation
we are trying to promote
Low cost
An Introduction to IATA - June 2015 9
IATA CIO Forum
IATA CIO Forum
IATA CIO Forum
What did we do
Built in 2.5 days, using Communities cloud (VeraSolutions.org)
Home page – new template look and feel, which linked to Groups
Each Topic used the Chatter feed page
Usage
Virtual Product Development Group
Collaboration on key “Digital” topics
Pre-discussions for our the IATA CIO Forum (in October each year)
Benefits
Low cost
Modern look, very simple to use
Email weekly digest
IATA ISS Portal
Our Problem
No clear mechanism for agents to manage interaction with IATA
We Needed:
Wanted to build one customer portal to
Increase customer satisfaction
Acknowledge receipt of query
Fully visibility
Single sign on
Reduce number of questions by
leveraging knowledge database
IATA ISS Portal
IATA ISS Portal
IATA ISS Portal
IATA ISS Portal
Launched in January 2014
Now 32% of cases are logged via the portal
94,000 users access the portal,
Average of 25,000 logons per week
Full visibility for the customer
Increased customer satisfaction
