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SalesForce Knowledge: The Power of the Right Answer

SalesForce Knowledge: The Power of the Right Answer. Track: Service & Support Executives. Frédéric Ghirardi, Orange Group Ty Patterson, Wachovia Chet Chauhan, salesforce.com. Salesforce.com Acquired InStranet in Aug’08 Technology Leader for CSS Knowledge Management. acquired:.

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SalesForce Knowledge: The Power of the Right Answer

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  1. SalesForce Knowledge: The Power of the Right Answer Track: Service & Support Executives Frédéric Ghirardi, Orange Group Ty Patterson, Wachovia Chet Chauhan, salesforce.com

  2. Salesforce.com Acquired InStranet in Aug’08Technology Leader for CSS Knowledge Management acquired: Industry-leading Knowledge Base Proven Choice for 350,000 Global Agents Game-Changing Technology

  3. Salesforce Knowledge Delivers A New Model For Success Dimensions Cross-Channel Find Just the Answer You Need, and Nothing You Don’t Consistent knowledge across all service & sales channels First call resolution  Self-service deflection Call handling time Knowledge Analytics Time to Success Find the knowledge gaps and track usage Rapid deployment and adapt quickly as business changes

  4. Frédéric Ghirardi Director of Group Customer Service Management & E-Care Support

  5. Our Vision : From product, process or channel specific CRM to customer centric CRM Customer Point of sale Call center Self service PresentationInterface • Direct sales • Indirect sales • Phone • Mail • E-mail • Web • IVR, Wap • SMS, MMS • USSD, ... Contact management • Customer360° view • Multi channel management • Campaign management • Contact history • Interaction management Support Decisioning (CRM/A) Sales Order • Product • Next Best Activity & Deal Calculator • Order capture and validation • Order follow up and delivery control • Sales forces automation (SFA) • Lead & opportunity management • Guided Selling • Trouble ticketing (cust. view) • Complaints • Information (invoice) • Problem follow up Referentials Business rules • Organization Customer analysis Predictive models Customer Segments

  6. 5 countries Deployed With Salesforce Knowledge Today Development Production Phase 2 Evaluation Orange UK Orange Romania Orange Switzerland Orange France Mobistar (Belgium) Orange Poland Orange Spain ? ?

  7. All Support, Sales and Product Content Accessed Using Salesforce Knowledge • Each subsidiary manages the same kind of content locally • Huge opportunity to share not only Salesforce Knowledge but also the content across subsidiaries

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