Su éxito con BDLA Chile Ltda. y Salesforce.com

Presentación del tema: "Su éxito con BDLA Chile Ltda. y Salesforce.com"— Transcripción de la presentación:

1 Su éxito con BDLA Chile Ltda. y Salesforce.com
Service Cloud: Soporte y Servicios a Clientes

2 Descripción de nuestra firma - Agradecimientos
Contenido Disponibilidad – ubicuidad – movilidad – integración Estructura de Salesforce CRM – Componentes estándares Características Claves de Salesforce CRM Service Cloud Lo conecta con sus Clientes en forma Multicanal Nuestros Clientes de Salesforce Service Cloud Valor Agregado que obtienen los usuarios de Salesforce CRM Salesforce.com: la aplicación de CRM cloud computing más utilizada del mundo Descripción de nuestra firma - Agradecimientos

3 Cinco Grandes Tendencias de la Tecnología en nuestros tiempos
Cloud Sin Hardware Software ni sus problemas Móvil Touch Datos accesibles desde cualquier dispositivo Habilitado para tablets y pantallas táctiles Social Open Todos participan Abierta al mundo Intercambio de datos con cualquier sistema

4 1. Disponibilidad – ubicuidad – movilidad ”Acceso a sus datos desde cualquier parte y cualquier dispositivo con Salesforce CRM “ PBX Todos sus datos disponibles desde un solo lugar CTI Bases de Datos ERP Cobranzas Agentes y Operadores de Call Center: acceso vía PC y/o dispositivos móviles Facturación Productos: Catálogo – Listas de Precios – Stocks CRM Salesforce integrates seamlessly with on-premise solutions that you have already deployed in the enterprise. Proven by hundreds of customers, not only is the integration transparent, robust, and secure, it won’t break when we release upgrades. The examples here have all been readily accomplished by our customers. Because Salesforce is built on the Force.com platform, and all legacy systems connect directly to that platform, the applications that you develop remain intact, regardless of any upgrades or enhancements made to Salesforce. Cuentas – Contactos – Autentificados: acceso vía Internet

5 2. Estructura de Salesforce CRM – componentes estándares
Campañas Prospectos Informes Cliente Cuentas Dashboards Soluciones Pronósticos Contactos Casos Oportunidades Documentos Contratos

6 3. Características claves de Salesforce CRM
Características claves de CRM Experiencia y fundamento de Salesforce Funcionalidades de CRM para Ventas – Call Center, Marketing y Contenidos Ejemplos reportados por clientes de Salesforce muestran crecimientos de 20 a 60% en ventas anuales Mejoramiento de los servicios a clientes Aseguramiento de los SLA, Escalamiento y reporting en línea - 15% de aumento en el numero de casos cerrados el mismo día - Hasta un 50% de los casos se han podido manejar con una sola respuesta Gestion de Campañas de Marketing y Aumento en la generación de prospectos nuevos Salesforce registra aumentos del 20% en la generación de prospectos disminución de 50% en el tiempo requerido para seguimiento mejoría de 15% del control de seguimiento de prospectos mejor comprensión de la efectividad de campañas y de prospectos que se convierten en ingresos. Seguridad de clase mundial – Certificaciones y publicitación de sus servidores en Salesforce cuenta con las certificaciones de Seguridad: "SAS 70 Type II", y "Certificación ISO 27001". Certificaciones de Seguridad "VeriSign", "TrusTe Certified Privacy", “SysTrust Ernst & Young" y Sello "SafeHarbor EU & US" Department of Commerce USA. Time up y velocidad de respuesta los mas altos del mundo 99,999 % del tiempo de "time-up" - índice alcanzado desde Marzo de ver documento Press Release San Francisco, USA "Salesforce - Time-up 99,999%“ La velocidad promedio de respuesta de Salesforce es de 280 milisegundos (promedio al 5 de Octubre de 2010) - La velocidad de respuesta se publica en trust.salesforce.com permanentemente

7 Dificultad de Servir a sus clientes en todo lugar
Canales como silos Muchas Bases de Conocimiento No hay soporte “Social” Servicios inconsistentes en diferentes canales 92% Compañías que reportan baja en la satisfacción de clientes Muchas pantallas de servicio Muchas fuentes de conocimiento No conectados al back-office Baja productividad de los agentes 54% Agentes deben utilizar múltiples fuentes para atender Pobre experiencia de los clientes Clientes poco felices No hay un contexto Baja personalización Respuestas inexactas These shifting channels of customer service leads to some significant support challenges. Low Agent Productivity which leads to high operational costs The proliferation of channels and the complexity this brings has made agents increasingly less productive. Most agents have to navigate multiple screens to solve a customer’s problem and search across multiple sources for the answer. Their systems are typically not integrated with other front and back office systems which means executing an end to end business process like issuing a refund, closing an account, processing a return etc. requires logging into and accessing more systems. Inconsistent service across channels Customers get different answers and a different quality of service depending on whether they call, or go to your website. This is frustrating and leads to fragmented customer experiences and unhappy customers. Further many companies struggle to efficiently support newer channels like social, and chat. This is usually because of multiple siloed systems that support these channels including multiple knowledge bases. As a result 92% companies polled across industries reported a decline in customer satisfaction Poor Customer Experiences which leads to unhappy customers and churn Finally as a result of this the customer ends up having a poor customer experience. 86% of customers say they will stop doing business with a company after 1 bad experience. In today’s globally competitive marketplace, providing outstanding service and a superior customer experience is becoming necessary to retain customers and acquire new ones. 86% Paran de hacer negocios a la primera insatisfacción

8 Siete preguntas para llegar a ser una Compañía orientada al cliente
¿Como escucha a sus clientes? Como se implica usted en todos los canales? ¿Como da Servicio en equipo? a sus clientes en todo lugar? ¿Como crea comunidades de clientes, socios y empleados? ¿Como conecta sus productos? ¿Como se convierte en una Compañía Orientada al cliente? 1 3 5 6 But how do you build those deeper connections to customers? From what we’ve seen from our customers, there are seven questions you have to answer to become a fully connected customer company. 1.) How do you listen to every customer? You need to actively listen to what your customers are saying about your company and the quality of their service experience. Offer them the ability to openly communicate with you through traditional feedback mechanisms like survey or feedback forms and on new channels like Facebook, Twitter, YouTube, branded self-service communities and other forums—all easily accessible from your favorite mobile or handheld device. 2.) How do you engage customers on every channel? You need to engage your customers where they are and in a way they want to be engaged. With Service cloud you can listen to conversations across millions of social channels, filter only actionable posts that need follow-up, automatically route these customer requests to the right service agent and proactively respond in the social channel of the customer’s choice. 3.) How do you sell as a team? We've all heard the phrase “Service is the new Sales”. Yes its provocative, but oftentimes the most opportune time to offer and sell new products and services to customers is immediately following an outstanding customer service experience. With Service Cloud you automatically have all the amazing functionality of the Sales Cloud at the agents fingertips including the ability to automatically create a lead and/or an opportunity right there in the customer record. What's more, agents can easily collaborate with sales in real time, directly from the agent console getting the customer into the selling process fast. 4.) How do you service customers everywhere? You need to deliver outstanding service across all the traditional channels of customer interaction, like phone, , webchat and SMS, but also across the new rapidly emerging channels like Facebook, Twitter and YouTube, to name but a few—all from any mobile or handheld device. It is these new channels that are driving the new requirements of customer service. 5.) How do you create customer, partner, and employee communities? You need to build online self-service and mobile communities, which brings together the two worlds of peer-to-peer forums and self-service support portals and which are directly integrated with the customer service processes of the contact center and its agents. Here, customers can quickly find answers to tough service questions, easily access the companies knowledge base, and crowd-source answers from other knowledgeable customers. And your partner networks need to be part of the community as well. You need to connect your employees and customers directly with your partners allowing both contact center agents and customers to crowd-source expertise from your partner network and for your partners to communicate directly with your customers and employees wherever they are and whenever they need to. 6.) How do you connect every product? You need to build machine-to-machine communication networks, where products and devices self-diagnose service requirements that automatically generate cases which in turn automatically get routed to the contact center or partner network. Service agents can then mobilize preventative maintenance teams to ensure flawless performance and proactive repair scheduling. 7.) How do you become a software company? And finally, you’ve got to engage customers everywhere with amazing apps that make it easy for them to interact with your products and company while giving you incredible insights to service to them even more effectively. Every company has to become a software company to build and deliver those apps – web apps, mobile apps, social apps. 2 4 7

9 4. Service Cloud Lo conecta con sus Clientes en formas multicanal
Comunidad Portal de Clientes Socios y distribuidoress Busqueda universal Chat Integrado Social Integrado Teléfono Web Personal This is where the Service Cloud 2 offers a solution. The Service Cloud 2 bridges the gap between the call center, customer self-service and the social web The Service Cloud 2 offers all the key components to a traditional call center: phone, , chat. It offers all the new cloud elements for a portal, community site and partner connections. And of course it connects to where your customers are today on Google, Twitter, and Facebook. All the knowledge and expertise that you share with customers can all be managed in our world-class knowledge-base that also runs in the cloud. All of this runs on our Force.com platform giving you the advantage of making it easy to customize and fast to deploy. And right in the heart of the Service Cloud is Chatter… Call Center Gerente de Service Cloud

10 5. +34.000 Clientes exitosos con Service Cloud
Those 9,000 customers come in all sizes. We serve some of the large enterprises such as TD Ameritrade, Qualcomm, and Comcast who use us everyday to manage their customer service. And we also serve small businesses like Saveology.com or Enterasys who benefit from using the same applications as these large companies. And one of the things that we’re most proud of is that these customers are incredibly happy with our service. According to independent 3rd party surveys that we conduct every few months: 94% will continue to use Salesforce 92% would recommend us And 77% have already recommended Salesforce to a colleague Why is that? 95% Continuará utilizando Salesforce 94% Lo recomendará a otros 75% Ya lo han recomendado

11 Nuestros Clientes en Chile usuarios de pos-venta y Servicios a Clientes (muestra) 
Mas de 80 clientes de BLA Chile Ltda. han implementado Salesforce CRM – 20 de estos utilizan Service Cloud

12 6. Valor Agregado adicional que Ud. captura con Salesforce CRM
Opciones Wireless Integración con MS Outlook y Google Apps Offline y briefcase de datos en base PC - sincronización CTI – Computer Telephony Integration + ANI Integración Web: PKB – Portal de clientes y web-to-lead Infraestructura de Agendamiento de Actividades Gestión de conocimiento documentos y contenido Notificaciones automáticas mediante workflow Objeto de Mejores Prácticas e Ideas Chatter y mensajería instantánea Automatizaciones de Flujos de trabajo

13 Crecimiento en clientes
7. Salesforce.com: la aplicación de CRM cloud computing más utilizada del mundo Clientes corporativos 3.0 Billon de USD de Ingreso FY13 Fundada en 1999, Casa Matriz en San Francisco, CA Empleados; 40 Oficinas en 20 Países 12 Billones de transacciones por mes 32 Generaciones de producto con innovaciones <1% Clientes arrepentidos Crecimiento en clientes Clientes Salesforce continues to scale successfully. In addition to these benchmarks, one of the most impressive is that our platform (which we’ll talk more about in a minute) is now processing just over 3 Billion transactions every month. And, that number keeps growing. “Salesforce.com es la compañía mas innovadora del Mundo por dos años consecutivos – en 2011 y 2012 segun Forbes Magazines “

14 Continuación… Videos de Service Cloud y Chatter:
Video de Chatter: Service Cloud : Demostración de Salesforce CRM – Service Cloud 14

15 Visite www.bdlachile.cl
BDLA Chile Ltda. – Firma de Estrategias – procesos y tecnologías de venta BDLA se inició en 2001 como una red de Desarrolladores de Negocios – orientados a posicionar empresas chilenas en el mercado de los Estados Unidos. En 2002 BDLA Chile Ltda. es designado Agente de Sales OverDrive, LLP. Inc.– Sales OverDrive es una de las firmas de Sales Strategy y Sales Process Outsourcing de mayor prestigio y cobertura en los EEUU – su casa matriz está en Dallas, TX Desde Agosto de 2005, BDLA Chile Ltda. es Authorized Consulting Partner de Salesforce.com en Chile y presta servicios de implementación, integración, configuración, training y coaching, a empresas que utilizan Salesforce como plataforma y/o como aplicación de CRM. BDLA Chile Ltda. Es una prestigiosa firma de Consultoría y Outsourcing en Ventas – con las especialidades más sofisticadas, asociadas a Estrategias y metodologías de Ventas e implementaciones CRM. Visite 15

16 Agradecimientos Agradecemos la oportunidad de presentar nuestros Servicios Profesionales Tel.: 02 – Cel: 09 – 16