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On-Demand Customer Service & Support

On-Demand Customer Service & Support The On-Demand Market Leader #1 Market Share 20,500 customers 399,000 subscribers 67% year-over-year revenue growth 76% year-over-year subscriber growth Introducing More than 3x market share of the nearest competitor! #3 #2 #4 7% #5 7% 4%

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On-Demand Customer Service & Support

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  1. On-Demand Customer Service & Support

  2. The On-Demand Market Leader #1 Market Share 20,500 customers 399,000 subscribers 67% year-over-year revenue growth 76% year-over-year subscriber growth Introducing More than 3x market share of the nearest competitor! #3 #2 #4 7% #5 7% 4% 14% All others 18% 50% salesforce.com Source: IDC, Worldwide On-Demand Customer Relationship Management Applications Market 2004 Vendor Analysis, August 2005, rounded to nearest full percent.

  3. - Leading the Business Web • Pioneered on-demand CRM • Six-year lead • First-to-market with key innovations On-Demand Client/Server • Firstenterprise edition • Firstintegration platform • Firston-demand platform • Firston-demand exchange • Firston-demand CRM • Firstoffline edition • Firstcustomization suite • Firstbest practice community Software Applications

  4. Salesforce.com Corporate StrategyA New Approach to Long Term CRM Success Applications Platform Services

  5. Knowledge Mgmt. Knowledge Mgmt. CTI CTI Web Portal Web Portal ACD/PBX/ IVR Agent Desktop Agent Desktop Field Service Field Service Email Email Reporting Reporting Democratizing Customer Service & SupportSalesforce Service & Support- Over 2,000 Successful Customers Traditional Model: Build your Own New Model: On-Demand Customer Service & Support ACD/PBX/ IVR Subscribe Configure Live Procure Implement Integrate Test Use

  6. On-Demand Customer ServiceRequirements for a Best-in-class Solution Packaged Applications • Intuitive vs. Learning • Intuitive tab-based user interface • High-speed console view • Configurable vs. Programmable • Point and click customization • Real-time reports and dashboards • Low vs. High Risk • Cross-channel solution • No capital expense; Faster time to value Traditional Tradeoffs: Packaged Solution or Custom IT Deployment Project Business IT IT Custom Development Project

  7. World Class Customer Service SolutionEasy to Customize, Use and Deploy – all On-Demand The Must-Have Service Features • Integrated CTI • Multi-channel Support • Case Management • Knowledge Management • Web Self-Service • Email Management • Service Process Workflow • SLA Tracking & Management • Unified Agent Desktop • Performance Analytics

  8. Complete Multi-Channel SolutionAnytime, Anywhere support for Customers Multi-channel / Multi-service Productivity / Monitoring Web-Based Support • Web-based self-service with Web-to-case and integrated knowledge management • Comprehensive knowledge management and solution tools Email Management • Inbound and outbound email tracking and monitoring • Email-to-case with queuing, routing, and rules-based personalization Telephony / CTI Integration • State-of-the-art telephony integration with ATAPI toolkit • Partnerships with leading premise-based and hosted CTI vendors Knowledge & Case Management • Publish solutions with cases for both self-service and agent access • Create, track, and manage service requests Business Process Workflows • Queuing and rules-based routing to manage agent workloads and service levels • Customizable workflows to meet your business requirements Real-Time Reporting-SLA Tracking • Track agent workload and performance • Escalations and notifications to meet service-level commitments

  9. … then publish via Web self-service Find Solutions Log New Cases View Case Status Easy to Use Web Self-ServiceLower Service Costs with Web Self-service Manage internally… • Knowledge Base • Build a centralized solutions knowledge base • Powerful knowledge search and retrieval • Knowledge Administration • Embedded, multilevel solution review process • Knowledge management permissions • Customer response templates • Knowledge Workflow • Workflow rules to automate knowledge management • Auto-task creation and notifications • Customizable business processes

  10. Easy Integration with Existing InfrastructurePre-packaged Integration with Leading Telephony platforms AppExchange Telephony API (ATAPI) Toolkit • Easy to integrate • Leverage your existing telephony investment • Available at: www.salesforce.com/developer ATAPI

  11. Echopass Telecenter for

  12. Echopass Benefits to • Higher revenues at lower cost per conversion • Helps supervisors manage their local and remote teams more effectively • Shorter service calls • Increased first call resolution • Remote representatives have the same capabilities as those at corporate headquarters

  13. Agent Marketing Automation Customer/Merchant Sales ForceAutomation Service & SupportManagement Integrated Service and Support Solution Telephone PSTN Voicemail Fax E-Mail SFDC integration & Skills Based Routing SFDC XML API Co-Browse WWW Text Chat Web Callback

  14. Call Center and CRM Solution from Echopass & salesforce.com • Affordable, enterprise-strength, end-to-end automation of both contact management and customer relationship management (CRM) • Boost productivity of customer support and help desk teams • Close customer service cases faster • Manage online communications more effectively • Monitor all the activities of your customer-facing teams in real time

  15. Robust Performance AnalyticsMonitor and Improve Agent Productivity • Service Analysis • 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 Dashboards

  16. 6. Survey • On-line Customer Survey • Capture feedback • 1. Qualify • Service Level Agreement • Valid Support Contact • 5. Close • Wrap-up with Resolution details • Close Case • 2. Record • Interaction details • Customer tracking CLOSED LOOP • 4. Communicate Solution • Email / Phone Communication • Publish Solution on Portal • 3. Research & Resolve • Search Knowledge Base • Route and/or Escalate Six Steps to Better Customer ServiceClosed Loop Process for Improving Customer Interactions

  17. The Only Fully Mirrored On Demand InfrastructureMaximum Reliability, Performance and Security Unmatched Reliability • Two mirrored production data centers plus a production-class lab facility • Near real-time data replication • Seamless disaster recovery Maximum Performance • Carrier neutral network strategy • No single points of failure • Carrier level scalability • Extensive use of high availability server and network technologies Trusted Security • World-class security specs • SAS 70 Type II and SysTrust Certified • Secure point-to-point data replication Back-Up Production Data Center (VA) Production Class Development Lab & Tape Archive (CA) Main Production Data Center CA)

  18. Delivering World Class Customer ServiceMore than 2,000 Customers. Across All Segments. Business Services Comms. / Media Consumer Services Financial Manufacturing Healthcare Technology Travel / Transportation

  19. On-Demand Customer Service & Support

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