OnDemand CRM

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• On-Demand CRM
• The End of Software
• Simon OKane
• Director, Public Sector Business

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Agenda for Success

• CRM where did it go wrong?
• On-Demand the future is here
• The new rules for customer service success
• Case study
• A look at supportforce

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CRM - The PromiseDriving Performance through
Customer Focus
Executives

• How do I improve service level provision to all
  citizens?
• How can I understand anticipate and manage the
  current and future service needs of citizens?
• How can I simplify the process of dealing with
  my authority?

Managers

• How can I understand where to apply resources?
• How can I my team have access to all available
  services?
• How can I make sure open enquiries are being
  responded to on time?

Employees

• How do I spend more time serving citizens and
  less time tracking things down?
• How can I spend less time reporting to my
  management?
• How do I solve my customers problem on the first
  call?

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CRM The Problem
Expensive Deployments with Minimal Returns

• High Cost
• 15-20K per seat to deploy
• High set-up/implementation costs
• Significant IT resource support
• Expensive complex upgrades

• High End User Rejection
• Poor usability results in poor data
• Hinders sales productivity
• Limited executive insight reporting

High Complexity We have heard the same story
from customers and prospects, that they do not
need 200-plus CRM modules, more than 1,500
tables, and an interface capable of landing the
space shuttle AMR, November 2002
High Failure Rate 55 of traditional CRM
projects are a failure and 42 of licences
purchased are shelfware - Gartner
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Agenda for Success

• CRM where did it go wrong?
• On-Demand the future is here
• The new rules for customer service success
• Case study
• A look at supportforce

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The Internet Disrupts All Of Modern Life
800,000,000 users and counting1
1) Internet World Stats
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The Internet Changes Enterprise Software
2000
1970
1990
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Disruptive On-Demand Utility Model
Traditional Software
On-Demand Utility
Build Your Own
Plug In Subscribe
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Ron Hess - Neoforma

• Moving from trading excel spreadsheets to using
  an on-demand model for true information sharing

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Agenda for Success

• CRM where did it go wrong?
• On-Demand the future is here
• The new rules for customer service success
• Case study
• A look at supportforce

?
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New Rules For Customer Service Success -
http//www.supportforce.com/uk/landing/new-rules.j
sp
Success in an On-Demand World

• Built for the Internet
• Easy-to-use
• Low cost and risk
• Fast time to value
• Customisable
• Easy-to-integrate
• Complete solution
• Global capabilities

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Supportforce.com Delivers Success
No software No hardware Lower cost Lower
risk Less complexity Easy to use Faster time to
value Industry Leading Partners experience
success.
Success in an On-Demand World

• Built for the Internet
• Easy-to-use
• Low cost and risk
• Fast time to value
• Customisable
• Easy-to-integrate
• Complete solution
• Global capabilities

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CRM Success in 30-90 days
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Salesforce.com The On-Demand CRM Leader
The On-Demand CRM Leader Award-winning on-demand
CRM Award-winning on-demand platform 13,900
customers, 227,000 subscribers1 Adding 10x the
new subscribers of nearest public
competitor2 Democratizing success for companies
of all sizes, including first 3,000 user
deployment
1) Approximate figures as of March 31, 2005.
2) Compares salesforce.com Q2 subscriber growth
against publicly stated Q2 subscriber growth
estimates for CRM OnDemand.
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The Market Has Shifted No Turning BackToday
Over 13,900 Customers and 227,000 Subscribers

• Prediction Salesforce.com will be ranked third
  in customer relationship management (CRM)
  application spend by YE05
• Gartner
• Predicts 2005 Developments Among Top CRM
  Vendors, E. Thompson et al., January 2005

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13,900 Success Stories Solution for Every
Industry227,000 Subscribers
Manufacturing
Business Services
Healthcare/Pharma
Consumer Services
Public Sector
UK Ministry of Defence
Technology
Financial
Telecom
Media/Internet
Transport/Logistics
Approximate figures as of 10/31/04.
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in Public Sector
New Jersey Transit call centre handling
complaints and resolutions
Environmental Protection Agency web based self
service and workflow routing http//www.ergweb.co
m/projects/ccli/enroll/form1.htm http//www.ergweb
.com/projects/ccli/supporter/join.asp
US Department of Transport citizen polling
application
State of Maryland general citizen contact centre
State of New Mexico department of tourism,
handling of general enquiries and complaints
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What does Customer Service require?

• Communication Channels
• An easy way for customers to communicate with
  your company

Communication Layer

• A Customer Service Application
• UNDERSTAND the Customer
• RESOLVE the issue
• MEASURE Performance

• The Platform
• Integrate and Customize
• Seamless exchange of data and business logic

Customization Platform
Integration Platform
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Not all channels are created equal
Cost/Request
Phone
Phone 5-25
Email 1-6
Email
Channel
Web .025 -.50
Web
Hi
Low
Cost and Service Quality
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Complete Functionality

• Integrated CTI
• State-of-the-art telephony integration with STAPI
• Rules-based routing with context- sensitive
  screen-pops
• Outbound dialing and support for call scripting

• Case Management
• Create, track, and manage customer service
  requests
• Integrated with contract management

• Email Management
• Auto acknowledgements with rules-based
  personalization
• Library of email responses
• Email tracking and monitoring
• Integration with leading email clients

• Service Process Workflow
• Case queues to manage agent workload
• Rules-based case assignment
• Customizable business processes

• Unified Agent Desktop
• Single desktop for all supported channels
• Simple and intuitive user interface

• SLA Tracking Management
• Contract management and service level commitments
• Escalations and notifications
• Follow-the-sun support

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Robust Performance Analytics

• Service Analytics
• Track metrics like case response times, first
  call resolution rates
• Measure industry-specific key performance
  indicators (KPIs)
• Identify service trends

• Agent Performance Monitoring
• Track agent workload and performance
• Easily integrate with workforce management systems

• Dashboards
• Real-time snapshots of service performance
• Easy-to-use wizards

Manage Your Service Organization More Effectively
with Real-Time Analytics
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Industrial-Strength Infrastructure

• On Demand Expertise
• Scalability (200K users)
• Reliability (gt99.9 uptime)
• Performance (lt 250ms response)
• Disaster Recovery (N1 redundancy)
• Security (128 Bit SSL)
• Customer Benefits
• World Class Infrastructure
• Stable Environment
• Platform to Grow
• Salesforce.com CIO Expertise

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Agenda for Success

• CRM where did it go wrong?
• On-Demand the future is here
• The new rules for customer service success
• Case study
• A look at supportforce

?
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Misys Case Study
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Misys

• 9th largest software company in the world
• Provide IT and Outsourcing facilities in banking,
  healthcare and FS
• 1.6B Revenue, 6,000 employees
• Want to become the SAP of the Banking world (long
  term trend - banks are moving from in-house to
  3rd party packages)
• Customers1,400 banks
• 3 Core systems
• Midas 450 Wholesale and international banks
• Equation 270 Retail banks
• BankMaster 190 Retail and Universal banks
• 4 Departmental solutions
• Summit 110 treasury capital markets operations
• Opics 130 treasury departments
• GMS 800 banks, funds and corporates
• Loan I/Q 30 banks
• Enterprise Risk
• Risk Vision 30 banks

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Misys Support
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Business Problem

• Insufficient Infrastructure
• No Reliable MI
• Manual Procedures
• No Audit Trail
• Multiple Support Systems
• Lack of Ownership
• Unhappy members

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Misys Web-based Service Strategy

• Enhance the quality and breadth of offering
• Deliver an improved customer experience
• Higher customer satisfaction
• Accelerated product growth
• Integration of web services with telephone allows
  greater value to be delivered at significantly
  lower costs

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Major Deliverables

• Customer Registration
• Call submission, Solution search, Progress
  reporting
• Case Management
• Case assignment and routing, Managing SLAs,
  Escalation, Use of KB, Customer feedback
• Knowledge Management
• Knowledge Capture (new knowledgevaluable),
  generating, editing, reviewing, publishing
  knowledge
• Management Reporting
• Service agent dashboard, productivity reporting,
  product quality metrics

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Resolution
Sesame Member contact
0845 122 1515
First line Contact Centre maximising dialled
dealt query resolution
Complex queries
1st line support
Member Support
Mortgages
Commissions
2nd line support
Compliance Helpdesk
Technology
BMU
Integrated Contact Management System and
Knowledge Base (200 users)
indicates
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Agenda for Success

• CRM where did it go wrong?
• On-Demand the future is here
• The new rules for customer service success
• Case study
• A look at supportforce

?
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Denise Carr American Medical Response

• we didnt know what was going on

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Questions?