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Slalom Consulting, Southern California

CUSTOMER ENGAGEMENT PRACTICE

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In a world of social media, always-on consumers, and instant feedback, “joining the conversation” isn’t

enough

to maintain—let alone grow—your customer base. Engaging your customers means building and

maintaining

authentic and meaningful relationships.

We work side by side with your marketing organization to design and create complete, customer-centric

strategies

and solutions that draw from other Slalom service areas, like CRM, information management and

analytics,

and user experience.

These solutions help you connect new and existing data to gain a better understanding of your customer

interactions

and create micro-segmented campaigns based on personalization. They also enable you to unearth

valuable insights

for product and service development.

Connecting with customers on their terms

Customer engagement offerings

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CRM platform evaluation & selectionWe leverage our expertise in the world’s leading CRM platforms to find the best fit that meets our clients’ requirements.

CRM system implementationWe implement and integrate systems so that our clients can build authentic relationships with their customers.

Differentiated digital experiencesWe design and build beautifully rich and intuitive apps, sites and portals for an increasingly mobile world.

Change management & user adoptionWe facilitate behavioral change that supports adoption, improved performance and overall strategic goals.

Customer insight & strategyWe unlock new insights, create personas and journey maps, and define customer engagement strategies.

Customer intelligenceWe offer new ways to gain value from data and enable actionable decision making.

Agile project deliveryWe bring the right blend of lean and agile methods to accelerate time-to-benefit.

Portals & collaborationWe bring collaborative tools together with user-centered visual design for knowledge and document sharing.

Fast stats

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GOLDCertified Partners for Salesforce and Microsoft Dynamics CRM

91%Customer satisfaction

250+ CLIENTS

1,000+

PROJECTS30% Microsoft Dynamics CRM27% Salesforce42% Other Customer Engagement services

427Consultants with customer engagement expertise

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DENVER

LONDON

SAN FRANCISCO

SOUTHERN CALIFORNIA

PHOENIX

DALLAS

HOUSTON

MINNEAPOLIS

PORTLAND

SEATTLE

ATLANTA

CHICAGO NEW YORK

BOSTON

HARTFORD

A business and technology consulting firm with more than 2,500 consultants across 15 offices in North America and London.

We help clients from global brands to emerging companies

Local customer engagement projects

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Academy of Motion Picture Arts & SciencesCRM system implementation for the movie industry library and OSCARS® events.

Advantage Sales & MarketingCRM system implementation for in-store experience scheduling system for supermarkets.

American Homes 4 RentCRM system integration with SharePoint, website and accounting system for real estate.

The Active NetworkImplemented knowledge portal and agent console to increase self-service and lower cost-of-service.

Magento (acquired by eBay)Integrated CRM with chat and agent console to provide seamless customer service.

Toyota Motor SalesCRM platform evaluation and implementation for Toyota and Lexus.

Greystar Real Estate PartnersCRM system implementation to improve cross-BU communication and improve customer data quality.

Zodiac AerospaceCRM system implementation to standardize the sales process, increase productivity, data quality, and speed to market.

Neil BensonPractice Area Lead

Microsoft Dynamics CRM MVPCertified ScrumMaster

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Suman KonidanaPractice Area Lead

Salesforce Sales Cloud CertifiedCertified ScrumMaster

Charina PalmaPrincipal Consultant

Microsoft Dynamics CRM CertifiedCertified ScrumMaster

Todd BoergerPrincipal Consultant

Microsoft Dynamics CRM CertifiedSalesforce Certified AdminPMI Project Management Professional

Travis LacourConsultant

Salesforce Sales Cloud CertifiedCertified ScrumMaster

Cedrick HolmesConsultant

Microsoft Dynamics CRM CertifiedCertified ScrumMasterPMI Project Management Professional

Tiffany ChenConsultant

Salesforce Admin CertifiedSalesforce Sales Cloud CertifiedSalesforce Service Cloud Certified

Elyssa FoxConsultant

Salesforce Dev Certified

Stacy FairbrotherConsultant

Microsoft Dynamics CRM CertifiedSalesforce Certified Admin Certified ScrumMaster

Andy NauliConsultant

Microsoft Dynamics CRM CertifiedCertified ScrumMaster

Matt AkselConsultant

Microsoft Dynamics CRM CertifiedSalesforce Certified Admin Certified ScrumMaster

Slalom SoCal customer engagement team members

Juan RoblesConsultant

Salesforce Certified AdminSalesforce Certified Developer

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“An executive sponsor that espouses a clear vision, sets meaningful objectives and smashes roadblocks is vital. But only user adoption really matters. The best executives engage customers by first engaging employees.” – NEIL BENSON, PRACTICE AREA LEAD

SLALOM CONSULTING

APPROACH & CONTRIBUTION

• Over the course of three months, Slalom

employed a full-time solution architect with

part-time technical support to create

customizations.

• Out-of-box Service Cloud Console and Live

Agent protocols were configured and

integrated with standard and custom objects

• Custom Visualforce pages and Apex

controllers were created to handle

integration with go.magento.com and pass

customer pre-chat data through the

JavaScript-based Live Agent API.

RESULTS

• A Live Agent solution was implemented to work

seamlessly within the Service Cloud Console and

Salesforce Knowledge.

• Automated creation of Contacts, Accounts, and

Cases through the Live Agent API based on

customer data.

• Live Agent reports for agents to access during

analysis of chat sessions and integrate with Cases

and Entitlements.

• Integration with Magento Commerce customer

data for 1:1 matching with back-end databases

and Salesforce contact records.

Slalom consolidated customer service tools within Salesforce.com for Magento and eBay Inc., integrating Live Agent and the Service Cloud with the existing self-service portal to create a unified experience for both agents and customers.

BACKGROUND & VISION

• Magento and eBay Inc. sought to unify all

eBay subsidiaries on Salesforce as part of

the firm-wide “One Salesforce” initiative.

• Magento’s legacy customer service tools

were disjointed and not integrated within

Salesforce.com, leading to lost productivity

and out-of-sync reporting.

• Slalom was engaged to implement the

Service Cloud Console and Salesforce Live

Agent, integrating this solution into the

“Magento Go” self-service customer portal.

BACKGROUND

The Academy of Motion Picture Arts and Sciences (AMPAS) needed to replace a multitude of existing systems with a single, integrated enterprise architecture.

PROJECT

Slalom learned how AMPAS functioned as a business, then brought deep technical expertise blended with creative design to produce a dynamic, flexible, and original enterprise solution.

RESULTS

AMPAS now has significantly improved processes for tracking, relating, and archiving of assets through a single interface that uses Microsoft Dynamics CRM, Microsoft Dynamics GP, SharePoint, FAST, and Silverlight.

A new enterprise solution gets rave reviews

and helps the Academy of Motion Picture Arts and Sciences improve workflow.

analyze

design

deploy

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Biotech PharmaceuticalsFrom research and development to marketing and distribution, we help biotech and pharmaceutical leaders with some of their most strategic business challenges.

Business and Consumer ServicesWe help companies in this space grow their customer bases, improve their operations, and expand to new markets.

Financial ServicesWe partner with leaders in banking, and capital markets to develop and launch new operating models, identify and monetize new revenue sources, and gain more value from their compliance investments.

Food and BeverageWe bring strategic insights and solutions to some of the biggest food and beverage companies in the world.

HealthcareWe partner with healthcare providers and payers to strengthen their organizations, improve their systems, and empower their patients.

InsuranceWe work with insurers across healthcare, auto, life, and property to better determine risk, unlock information, and find new ways to reach customers.

Media and InformationWe help a wide variety of companies that share information, communicate their ideas and expand their audiences using the latest technology and services.

Non-profitWe help organizations that strengthen their communities better manage projects, budgets, and people.

Committed to your industry

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Real EstateWe help real estate-focused companies improve how they buy, sell, rent, and manage their commercial and residential properties.

RetailWe help retailers transform their organizations into seamless, customer-centric, omni-channel businesses, improve their supply chains, and develop and launch new products.

SoftwareWe design, develop, test, build, and manage software that powers our clients’ businesses.

TelecomWe help telecom leaders put the latest technology and thinking to work for their customers, employees, and organizations.

Utilities and EnergyFrom oil and gas to electric and renewables, we enable global utility and energy companies to improve their operations, connect their people across locations, and drive efficiency worldwide.

Committed to your success

We have won numerous awards for helping our clients and partners succeed,as well as topped countless rankings nationwide of best places to work.

NORTH AMERICAN ALLIANCE PARTNER OF THE YEAR 2013

© 2014 Slalom, LLC. All rights reserved. The information herein is for informational purposes only and represents the current view of Slalom, LLC. as of the date of this presentation.SLALOM MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.