Sales, Service & Marketing erfolgreich vernetzen. Kundenerfahrungen optimal gestalten.

WEBINAR 27.03.2015

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•  Introduction & logistics •  Introduction Nefos •  Introduction Webinar topic •  Demonstration •  Questions & Answers •  Next Steps

AGENDA

Awards  Platinum Cloud Alliance Partner in D-A-CH

Integration Award for exceptional Salesforce-SAP integration at CWS-boco

Salesforce AppExchange Partner

Alliances  

Company Profile

• Focused on Salesforce and associated solutions from the Salesforce partner eco-system

• Capabilities to deliver the most challenging and complex Salesforce projects including bespoke development

• Provides services to deliver Salesforce projects end-to-end, including value proposition, transformation blueprint and design, Cloud configuration,legacy system integration and data migration, user training, communication, project management and global roll-out and ongoing support

       

           

         Nefos  employs  40  consultants  

Posi/oning   Offices  

Transforma4on  of  Customer/Partner  Experience  

Strategy  &  Business  Value  Plan  

Cloud  Design  and  Implementa4on  

Integra4on  and  Migra4on  Design  and  Implementa4on  

Enhancement  Design  and    Implementa4on  

End-­‐User  Training  

 &  

Roll-­‐Out  

Project  Management  

Service Portfolio

Support  

• Nefos Rapid Integration Template Approach (RITA)

•  Fast & reliable integration of Salesforce & SAP

Integration is a Nefos core competence

Specially  designed  for  iPad  &  iPhone    

Nefos  Mobile  •  Salesforce  App  for  Offline  •  PlaMorm  for  custom  solu4ons    

Mobiles solutions are a Nefos core competence

Services   Consumer  Goods   Media  

Manufacturing   Telco  /  High-­‐Tech   Medical  

Customer References

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Sales & Service Cloud Integration with Marketing Cloud

•  Standard integration allows this data to be synched to Marketing Cloud at regular intervals •  Selection of Salesforce objects related to Person Accounts, Contacts, Leads in Sales Cloud can

be associated to a template and scheduled for sending through Marketing Cloud. •  Key click parameters are passed back to Sales Cloud to show key campaign information from

Marketing Cloud campaigns for reporting. ü  CRM platform is extended with robust marketing automation and multi-channel marketing

capabilities. •  Tight integration to listening activities in Social Studio allows team to create respective records in

Sales Cloud e.g. support case initiated from a Tweet. ü  Allow a structured and professional social media presence extended with core CRM enterprise

functionality.

Welcome to the Customer Success Platform Connect  with  your  customers  in  a  whole  new  way  

The Customer Gap

Your  Company  

Service  Agents  

Salespeople  Marketers  

Customers  

77% of customers are not engaged with companies

Not engaged with:

Your mobile apps Your communities Your employees

Prospect   Customer   Recurring  Customer   Brand  Advocate  

Marke/ng  

Sales  

Services  Marke/ng  

Sales  

Services  

Connect with your customers in a whole new way Become a Customer Company

Sales Service

Marketing

Community Apps

Analytics

       

   

Single View of the Customer

Social Customer Service KLM liefert seinen Kundenservice mit Social Studio und Service Cloud •  KLM Kundenservice ist in 7 Sprachen, 7 Tage die Woche, 24 Stunden am

Tag erreichbar •  KLM hat eine Social Media Profile Datenbank von 3 Millionen Kontakten

aufgebaut •  KLM wird 25.000 pro woche erwähnt, was zu knapp 2.500 Konversationen

und 1.300 erzeugten Service Cases führt •  Die häufigsten Themen sind das Flying Blue Loyalty Program, sowie Fragen

zu Buchungen, Gepäck, Check-In

Resultate: •  Signifikante Kosteneinsparungen im Customer Service, effektivere

Kampagnen und mehr Proaktivität in der Problembehandlung

Activision liefert Social Customer Service Fokus auf schnellen Customer Service in Social Networks In der Zwischenzeit kommen die Hälfte der Anfrage via Social Media Deutliche Steigerung der Kundenzufriedenheit und positiver Sentiment nach Social Media Interactions