track de producto: service cloud

#salesforceBCN

Welcome to a New Age of Connected Service

Fernando Gallego

Service Cloud Leader

[email protected]

Conecte con sus clientes de una forma completamente nueva

Forward-Looking Statements

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Gracias

Crecimiento impulsado por el éxito de nuestros clientes a nivel mundial

Crecimiento impulsado por el éxito de nuestros clientes en Iberia

La clave está en la experiencia del clienteLos clientes cambian de proveedor con una frecuencia cada vez mayor debido a una mala experiencia al cliente

de las empresas que aparecían

en la lista Fortune 500

del año 2000 ya no existen

52 %

Fuente: Accenture, Customer 2020

Fuente: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”

72 %

51 %64 %

201520142013

Conviértase en una empresa orientada a los clientes

Conecte con tus clientes

de una forma totalmente nueva.

Ahora puedes gestionar tu negocio

desde el móvil.

Crea experiencias

personalizadas.

Aporta inteligencia a tus

empleados y a tu negocio.

La plataforma de servicio líder para el cliente

Servicio más rápido

Experiencias más inteligentes

Potentes análisis personalizados

Conecte con sus clientes

de una forma totalmente

nueva

Bienvenido a una nueva era de servicio conectado

%Porcentaje de clientes que se ha tenido

que mantener en espera porque el agente

no sabía qué decir y tenía que comprobarlo.

Servicio más Rápido

Fuente: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre

Conecte con sus agentes de serviciode una forma totalmente nueva

Mejore la productividad

Presencia multicanal y enrutamientoAsistencia conectada e inteligente entre canales

Enrutamiento inteligenteAsigne de forma dinámica los casos adecuados

a los mejores agentes de forma automática.

Presencia en tiempo realGestione la disponibilidad de los agentes

y transfiera los casos en el momento adecuado.

Interacción contextualizadaMantenga la conversación a través de cualquier

canal y en cualquier dispositivo.

NUEVO

%Tiempo dedicado a las aplicaciones

al utilizar un Smartphone.

Fuente: comScore, U.S. Mobile App Report

Experiencias más Inteligentes

Cree customer journeys personalizados


Integre soporte personalizado

en cualquier App o Producto

Service for AppsConecte con los clientes de forma personalizada integrando la asistencia en cualquier aplicación móvil nativa

Obtenga las

respuestas que

necesita en cualquier

momento y lugar

Conecte de forma

instantánea con

un agente sin salir

de la aplicación

Soporte mediante

vídeo interactivo

cuando lo necesite

Cree y supervise casos

desde cualquier

dispositivo móvil

Soporte telefónico con

solo un clic en

cualquier aplicación

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

Autoservicio al cliente y comunidades de clientesAyude a los clientes a ayudarse y ayudar a otros

Dispositivos móvilesDiseño adaptable que permite interactuar a

través de cualquier dispositivo.

PersonalizaciónPersonaliza las plantillas de autoservicio

mediante los componentes de Lightning,

que solo tendrá que arrastrar y soltar.

Interacción ContextualizadaConexión con los datos de los clientes

para permitir una interacción contextual.

%Porcentaje de las interacciones con

los agentes que se verán afectadas por

los análisis en tiempo real en 2018.

Fuente: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer

Engagement, November 11, 2014

Potentes análisis

Mejore su inteligenciay predicciones sobre los clientes


Lightning ConsoleHerramientas de escritorio inteligentes con un nuevo diseño para mejorar la productividad de los agentes

NUEVO

Experiencia optimizadaEl nuevo marco de trabajo

de Lightning y su diseño permiten

mejorar la productividad.

Herramientas de productividad inteligentesCasos recomendados y macros que

permiten responder de forma más rápida.

Análisis en tiempo realExamine datos procedentes de cualquier

fuente para tomar decisiones inteligentes

con rapidez.

Call Center Contact Center Engagement Center On-site Support

Los clientes esperan Servicio Conectado

en Cualquier Lugar


Servicio más Inteligente Servicio PersonalizadoServicio más Rápido

Enrutamiento inteligente

multicanalDesarrollado para garantizar la

eficiencia con Lightning Console,

Knowledge y Chatter

Visión integral

del cliente

Conecte con sus clientes de una forma totalmente nueva

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

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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.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and

internationally, and is used herein with permission. All rights reserved.

Magic Quadrant for

CRM Customer Engagement Center

May 4, 2016

Analyst: Michael Maoz, Brian Manusama

Gartner ha posicionado a Salesforce

como líder en el Magic Quadrant

para CRM Customer Engagement

Center 2016 por su capacidad de

ejecución y su completa visión.

Yearsin a rownamed a Leader

Salesforce Continua Liderando el Customer Engagement

Corporate Update

233,000

employees

………………………..

100+ Global

Delivery Centers

…………………….

308

Strategic Clients…………….…...

. . . .…………………..

……………………….

Revenue

$12.42B in 2015

(21% YoY)

$3.20B in Q1 2016

Revenue Mix

NA: 78.0%, Europe: 16.4%,

RoW: 5.6%

. . . .…………………..

Fortune’sMost Admired Companies

Years in a Row

8Financial Times

Global 500

281ForbesFast Tech 25

9Newsweek’s

2015 World Green Rankings

93Fortune

500

288ForbesGlobal 2000

281

Founded in 1994(CTSH, Nasdaq)

Headquarters

Teaneck, NJ………………………..

Why Cognizant?

Global management team, “local” approach

CUSTOMER FOCUS

Practices like Consulting and BPS established

within industry practices and teaming with

clients

INTEGRATED SERVICE MODEL

Adapt as per customers’ business demands

— alliances, acquisitions, customer asset

leverage and re-badging

FLEXIBLE BUSINESS MODEL

Vertical organization and alignment; deep

domain depth; one of the largest recruiter of

MBAs

INDUSTRY DEPTH

Employer of choice in premier engineering

and B-schools; Training & development

TALENT MANAGEMENT

Reinvesting in relationships, innovation,

scalability and delivery excellence

STRATEGY OF REINVESTMENT

The Broker as the primary customer with a tailored value proposition and personalised management (digital acceleration)

Client briefResults/ Outcome / Client

BenefitsOur Approach/

Value propositionUK Financial services group with operations in over 50 countries and territories and around 48

million customers. The programme is focussed on the UK mortgages market and all the

intermediaries (independent) in the UK.

• Limited communication alternatives: Relationship Manager (RM), Contact Centre,

non-secure chat• Window of opportunity may be lost in some

cases if no answer is given in 30-45 minutes• Lack of visibility throughout the case

processing • Limited RM availability for being on the road

visiting up to 500 Brokers each• Non-personalised service experience – one

size fits all approach

Enable a Broker engagement solution based on Salesforce that,

• Facilitates brokers access to bank resources

• Connects the Broker with who, when and where they need and provides the Bank information

about the broker needs near ‘real-time’

• Provides a consistent and coherent window to the Bank’s processes

• Enables a secure environment -interact, collaborate, automate,

self-service and provide feedback to the Bank for offering best in

class service

The Key business objectives achieved with this

transformation include:

Significantly grow the business coming from

Brokers

Increase the NPS and service scores by massive

boost in customer experience

Become the first choice for a broker when dealing with

a customer

Client Challenges

Digital transformation: Intermediary Engagement

Welcome to a New Era of Connected Service

Smarter Experiences Powerful InsightsFaster Service

Gràcies