Service

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Service Support in the Media Industry
Track Industry Focus Media

• Anit Parikh, salesforce.com
• René Green, Standard Poors
• Todd Miller, San Francisco Chronicle

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Agenda

• Overview
• Customer Case Study Standard Poors
• Customer Case Study San Francisco Chronicle
• Questions Answers

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Overview

• Customer loyalty is top-of-mind to today's media
  organizations. New media companies require ways
  to scale their support organizations to keep up
  with the pace of their own innovations, while
  traditional media companies are urgently working
  to retain their valued customers.

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Todays Media Consumer Expects the 3 Ds
digital
(on) demand
democratic
digital
(on) demand
democracy
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Customer Attraction, Retention, and Expansion
Top Priority On The CIOs 2008 Agenda
Source Gartner, Inc., Executive Summary Making
the Difference The 2008 CIO Agenda, Jan. 2008).  
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Customer Service Investments Rising Rapidly
55 of the 14 Billion CRM Market

Delivering better service to customers is the
number one priority for CIOs for 2007. - CIO
Insight
55

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Salesforce Automation
Customer Service Applications
Source AMR Research, 2006
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Customer Service Challenges
Fragile Customer Satisfaction
Low Agent Productivity
How can I improve the customer experience?
How can I improve our agent effectiveness?
Inflexible process
How can I improve our responsiveness?
Poor Self-Service Adoption
Lack of Operational Reporting
How can we get our customers to use our portal?
How can I improve our service delivery?
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Executive View of Customer Support Performance
Most of the business (sales, products, marketing)
sees Customer Support as a black box - Support is
not a focus until things dont go well.
Top Measures for the Customer Support Executive
Customer Loyalty

• Satisfaction surveys, timely follow-ups to
  complaints and issues

SLAs

• Meeting customer and business SLAs
  (time-to-respond, time-to-resolve, first-call
  resolution, etc)

P L

• Renewal rates, upsells, revenue forecasts, sales
  enablement, cost control

Escalations

• Identifying and handling customer escalations
  quickly and efficiently with a single,
  widely-accessible version of the truth

Self Service

• Ability to point customers to a website to answer
  most questions

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Customer Case Studies

• Global implementation of Salesforce CRM Service
  and Support to manage customer service issues
  with clients.

Internal Help Desk implementation leveraging
Salesforce CRM Service and Support.
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Supporting the Worlds Investment Community
René Green Sr. Manager Customer Support
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About Standard Poors
A division of The McGraw-Hill Companies
(NYSEMHP). Standard Poor's is the world's
foremost provider of financial market
intelligence, including independent credit
ratings, indices, risk evaluation, investment
research and data. Standard Poor's is an
essential part of the world's financial
infrastructure and has played a leading role for
more than 140 years in providing investors with
the independent benchmarks they need to feel more
confident about their investment and financial
decisions.

• INDUSTRY Media Financial Services
• EMPLOYEES 8,500 employees, including wholly
  owned affiliates
• GEOGRAPHY 23 countries and markets
• USERS 875 for SP
• PRODUCTS USED Salesforce CRM Service Support,
  Customer Portal, Partner Portal

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Anatomy of Client Contact Support
Client Experience
2008 YTD Performance
Metric
Goal
Client Hits roadblock in successful decision
making, contacts Client Product Support Center
for assistance.
How many phone s/email addresses do I need to
get to someone who can help? How long before the
phone stops ringing? How many menu options before
I get to a live person?
1 phone / 1 email address
Ease of Contact
Average Speed of Answer
12 seconds
10 seconds
Prompts and sub prompts (Vectors)
No more than 3
Calls answered live
98
99
Skill based call routing Owning the client
beginning to end
How many times will I be transferred before I get
to someone who can help me?
Routes to trained staff only
Product Consultant Assists clients on
product, technology and content issues.
No xfers Status call every 4 hours (Internal Goal)
Resolution of Issue
How long will this take?
First Call Resolution Same Day Resolution Escalati
ons
68
65
76
75
18
20
Will I get a different answer if I call another
consultant?
Knowledgebase usage Consistency, accuracy and
timeliness of resolution
40
59
Client Resumes effective use of Standard
Poors information to be successful.
Quality the clients perception What was the
clients impression of their contact with
Standard Poors?
Weekly Client Satisfaction Surveys via email
99 Satisfied
96 Satisfied
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Denver Customer Support Center
We are dedicated to providing timely and
accurate customer support and contract
fulfillment with uncompromising integrity,
professionalism and a commitment to client
satisfaction.
Support 15 Platforms, 111 Products/Sub-products Co
mplex products that cross many client types CRM
to track client contacts across all of SP
History of our CRM Pen Paper Itrax ( HEAT-
FrontRange) Siebel Salesforce CRM
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Standard and Poors Systems

• Salesforce CRM Contact Case Management
• Systems Integrated with Salesforce CRM
• Knowledge Base Knova
• Disaster Recovery Remote rep full capability
  through VPN and Avaya IP Agent
• CSAT Survey ClickTools through Salesforce.com
• Sales Order Management
• Links to internal applications and websites
• Microsoft Outlook Plug-in
• Systems Not Integrated with Salesforce CRM
• Call Recording NICE
• AVAYA Wallboards

All systems are available to Client Services
Centers Globally
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Integration with Knova Knowledge Base

• Click button within Salesforce CRM
• Search KB based on Subject Product
• Paste back to the case

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Dashboards

• Product Dashboards
• Track product activity
• Resolutions
• Issues for Product Mgrs

• Management Dashboards
• Track daily activity
• Trends
• Agent stats

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Reports
BEST FEATURE Easy to create Easy to drill
down Easy to change
Report on any of the fields Funnel of information
for all areas Visibility of support Track
metrics/changes best practices Trace client
needs/history
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Customer Satisfaction Surveys

• Works within Salesforce CRM
• Workflow rule - auto-notification for
  dissatisfied surveys
• Respond to clients comments

• Can add surveys as needed
• Send data to other departments
• Sales
• Product Management
• Create charts
• Track consultants performance

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Internal Ideas Exchange on Salesforce CRM
Started this year to help organize changes to
Salesforce CRM
Advantages Consultants can vote See all the
ideas Approach CAB with a single idea
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Challenges

• Improve Account information
• Increase user adoption and acceptance across all
  areas
• Continue to track metrics for better performance
• Create Pop-ups to inform consultants
• Taking action on client requests-workflow rules
• Using client feedback to help direct product
  change

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What we would like to see

• Pulling the client experience together across
  all of SP
• Deliver better information - not just
  transactional data
• Help drive the organizational goals
• Customer Focus
• Growth
• Quality Innovation
• Talent Management
• Going to Dreamforce - new ideas
• Case type with Product Resolution Codes
• Information on Ideas Exchange

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Customer Service Inside the Walls
Todd Miller Chief Information Officer
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About San Francisco Chronicle

• The San Francisco Chronicle is the Bay Areas
  leading news and information source that has been
  connecting the Bay Area with its Pulitzer
  prize-winning journalism since its founding in
  1865.
• 12th largest newspaper nationwide
• Top 10 newspaper website SFGate.com
• Combined audience of 1.5M Daily / 1.6M Sunday
• Hearst Corporation

• INDUSTRY Media
• EMPLOYEES 1,400
• GEOGRAPHY Bay Area/Nationwide
• USERS 50
• PRODUCTS USED Salesforce CRM Service Support

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Customer Service Dilemma

• How do we streamline an IT helpdesk environment
  built upon decade-old technology?
• Obstacles
• Process Too Many Steps
• Responsiveness Not nimble
• Metrics No way to measure success
• Costs Impending Capital Outlay Maintenance
• Intellectual Capital Knowledge leak
• Visibility Difficult to view micro and macro
  view of operation

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Why Salesforce CRM Service and Support ?

• Hosted/Web-based
• Self Service Capabilities
• Workflow Enabled
• Flexible
• Scalable
• Extensible
• Management Tools Reporting/Dashboards
• Established Track Record

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Results

• Low-cost, web self-service capabilities enabled
• 30 of Cases submitted through Customer Portal
  versus 0 last year
• Estimating 50 of Cases will be submitted through
  Customer Portal after 4 months
• Goal 60-70 submitted via Customer Portal
• 100 Staff Usage
• 31 Pieces of Documentation Available and
  growing
• Comprehensive Dashboard
• 4,500 cases handled since go live
• Platform established for next phases

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Dashboards
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Whats Next

• Leverage platform deeper into IT infrastructure
• Customer Surveys
• Purchasing Application
• Asset Tracking
• SDLC/Project Management
• Change Control
• Preparation for migration to CRM
• Enable maximum support for Sales initiatives
• Incorporate portal technologies into sales
  process
• Exposure to 3rd party application integration
• Explore additional uses for Force.com platform

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Lessons Learned

• Define your scope
• Know your processes
• Standardize workflow as much as possible
• Find a good consultant
• Get hands on with the product before training
• Develop a marketing/communication plan
• Leverage portal technology
• Establish executive sponsorship

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Questions and Answers
Session Service Support in the Media Industry