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Case Study - Salesforce.com

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Case Study - Salesforce.com Powered By Docstoc
					Extending your CRM with World-Class
Service and Support
Track: Advanced PE System Administrators

Erica Stowe, R.L. Polk & Co.
Keith Overbay, American Water Heater Company
Safe Harbor Statement
 “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-
 looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties
 materialize or if any of the assumptions proves incorrect, our results 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 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 the integration of Sendia
 Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating
 Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or
 limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer
 and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our
 service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating
 results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire,
 retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer
 acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in
 the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates.
 Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-
 Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-
 K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor
 Information section of our website at www.salesforce.com/investor.
 Any unreleased services or features referenced in this or other 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 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, except as required by law.




                                                                                                                                        2
Agenda
 Welcome & Introductions
 Service & Support Overview
 Case Study: R.L. Polk & Company
 Case Study: American Water Heater Company
 Question & Answer




                                              3
Thousands of Customer Success Stories




                                        5
Enabling Closed Loop Customer Service




             6. Survey                              1. Identify
             • Realtime Feedback                    • CTI Screen-pop, Email, Web
             • Comprehensive Analytics              • SLA/Entitlements/Support Contact
             • Customer Satisfaction


 5. Close                                                           2. Record
 • Wrap-up with                           CLOSED                    • Interaction details
   Resolution details                                               • Customer tracking
 • Close Case                              LOOP

          4. Communicate Solution                  3. Research & Resolve
          • Email / Phone Communication            • Search Knowledge Base
          • Publish Solution on Portal             • Route and/or Escalate




                                                                                            6
Erica Stowe
CRM Process Manager
erica_stowe@polk.com




                       8
Company Introduction

 We gather automotive data, compile
  it, analyze it and provide intelligence
  to the automotive market                  INDUSTRY: Premier provider of
                                            automotive intelligence
 Markets include automotive                EMPLOYEES: 1,300
  manufacturers, truck, aftermarket,        GEOGRAPHY: Offices in USA
  dealers, government, insurance,           (MI, CA, NJ), Canada, UK,
                                            Germany, Spain, France,
  market research, marketers                Australia, China, Japan
 Over 130 years in existence               # USERS: 400
 Salesforce users since January ’00        PRODUCT(S) USED: SFA,
                                            Service & Support, Marketing, 13
                                            Custom Objects,




                                                                               9
Case Study – Key Challenges

 Business Challenge
    Un-documented customer            Little visibility into
     calls regarding quality issues     customer issues

    Unsure of what products           Lack of
     were not performing in the         understanding into
     market                             the sources of
                                        customer issues
    Confused customers
                                       Customer
                                        Satisfaction needed
 Technology Challenge                  to be higher
    Before Salesforce there was
     not any technology



                                                                 10
Case Study – The Solution
 How did we address the challenges?
    Required that Sales People log a
     Case for every customer facing
     issue
    Our Production and Development
     Teams cannot investigate issues
     unless a Case is logged in                 DEPLOYMENT DETAILS

     Salesforce                                All available functionality
                                                deployed
    Required that all technical people        Increased the number of
     log cases before any work can be           users from 150 to over 300
                                               Training of all Salesforce
     done to fix data issues or technical
                                                users & Non-users
     issues

                                                                              11
Case Study – Solution Details
 Implementation History
    Piloted with 25 users in 2000
    Rolled out SFA in 2001
    Upgraded from PE to EE in July 2005
    Future plans include adding our work request process
 Groups using Salesforce Service & Support
    All internal Salesforce users who have customers (internal & external)
    Polk Product Help Desk
    Customer sponsored Help Desk
 Custom objects to track Corrective Action Reporting (CAR),
  Preventative Action Reporting (PAR) and Non-conforming Product
  Report (NPR) to ensure ISO compliance
 AppExchange app (Pollzter) to send customer satisfaction surveys



                                                                              12
Case Study – Results
 What were the results?
   Visibility into our customer issues went from 10% to
    100%
   Understanding the source of our issues when from
    10% to100%
   Increased customer satisfaction when asked:
    “I would recommend Polk to a colleague” from 85%
                    positive to 90%
    “Polk provides excellent customer service” from 81%
                      positive to 87%


                                                           13
Keith Overbay
Supervisor of Warranty
Administration
Keith.Overbay@awhc.com




                         14
Company Introduction
 Third Largest Manufacturer of Water
  Heaters in North America
 Sold over 2.1 million units in 2005
 Exclusive Worldwide Manufacturer of       INDUSTRY: Manufacturing
  Whirlpool Brand Water Heaters             EMPLOYEES: over 1300
 Exclusive Water Heater Supplier to
                                            GEOGRAPHY: National
  Lowe’s Home Improvement Warehouse
  Stores                                    # USERS: 60

 35% Market Share in Retail Channel        SOLUTIONS: Service & Support,
                                            Warranty Registration, Returns
  and 10 % Market Share in Wholesale
                                            and A/P Processing
  Channel in North America
 Direct Export Sales and Distribution in
  37 Countries



                                                                             15
Case Study – Key Challenges

 Business Challenge
    Lack of specific product
     failure and repair data
    Incorporating a remote        Poor visibility of product
     contact center
                                    reliability
                                   Low service levels
 Technology Challenge
                                   System downtime
    Antiquated warranty system
                                   Lack of system flexibility
     using outdated back end
     database
    Remote connectivity for
     second contact center
     needed

                                                                 16
Case Study– The Solution

 How did we address the challenges?
   The application was easily tailored to capture more
    detailed and product specific information
   Gave us flexibility in our service & support operation with
    a web-based system
   The product table is our first complete database of
    models and replacement parts
   The documents object replaced a sea of network folders
   We now have more tools for measuring contact center
    quality
   Case queues eliminated hundreds of internal e-mails
   Warranty labor invoices can be uploaded eliminating as
    much as 15 hours a week of data entry

                                                                  17
Case Study – Solution Details
 Key scenarios addressed with Salesforce implementation
    Customer service, warranty registration, and technical support
    Warranty repair authorization processing
    A/P check processing for Warranty parts and labor reimbursement
    RMA – return authorization for wholesale and retail sales outlets
 Integration with manufacturing system
    Nightly import of units sold into asset table
    Weekly export of warranty A/P check requests
 Custom objects built for RMA and A/P processes
 AppExchange applications used
    Office Edition – retrieve Salesforce reports from within MS Office
     applications
    Excel Connector – extract and edit live Salesforce data using MS Excel


                                                                              18
Case Study – Implementation & Training

 Astadia, a Salesforce partner, was enlisted to assist in our
  implementation
     Configure system for our processes and build all custom objects and
      processes
     Transfer historical data over from legacy system
         Over 8 million assets
         Over 2 million registered customers
         Over 1.5 million cases
     Train all users
 Training was needed for an initial group of 36 users
     Group of five “power users” were trained first with two four hour sessions
     Remaining staff was trained in one Saturday in two four hour sessions




                                                                                   19
Case Study – Future Plans

 Supplemental tier one support using partner call center in India
 Marketing department implementation.
    Our marketing department is looking into building upon the
     product table in Salesforce and potentially the solutions object to
     make a more interactive company website.
 Implementation of national warranty service company.
    Warranty service billing will be done electronically and uploaded
     into Salesforce eliminating data entry errors and reducing
     processing time.




                                                                           20
Question and Answer…

Don’t miss these other great Service & Support
  sessions!!

   Stump the Service and Support Pros – Tues 5pm


   Service & Support Happy Hour – at the W Hotel, Tues 6pm


   Meet the Service & Support Product Managers – Wed 9am


   What's New with Winter '07 and Roadmap for Service & Support –
    Wed,10:15am




                                                                     21
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posted:1/14/2013
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