Salesforce.com Webinar Series

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This Webinar will start at 11:00 AM

Open Universities Australia drives customer satisfaction with salesforce.com

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Connect with Customers to Deliver Amazing Service Everywhere

Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

#1 in Cloud Computing and CRM

#1 World’s Most Innovative Company(2011, 2012, 2013)

#1 World’s #1 CRM

#1 (2012, 2013)Customer Engagement Centers

#1 CRM Customer Service

Market & Industry Leader Customer Success

+37%Customer

Satisfaction

TodayMobile

100x1x 1,000x10x

1980sPhone

1990sMulti-Channel

Web Self-service

Expectations of Customer Service Have Changed

2000sSocial

Is Your Service Built for the Social and Mobile Era?

Can your customers connect with you anytime,

anywhere?

Do your agents have tools to respond quickly and make

customers happy?

Do your managers have the right data to make the best

decisions?

Introducing the #1 Customer Service Solution

AgentCollaboration

Motivate & PerformSocial

Transform Your Customer Service with Service Cloud

Delight Your Customers Everywhere Turn Your Agents into Superheroes Help Your Managers Make Informed Decisions

Phone & Email

Communities Agent Console

KnowledgeBase

Analytics MobileWeb Self-service

Delight Your Customers Everywhere

Meet customers where they are

Consistent experience across traditional and social channels

Empower customers to help themselves with knowledge

Give customers a personalized experience

Increase satisfied self-service resolutions & build loyalty

+34%Increase in customer retention

Social CommunitiesPhone & Email Web Self-service

Demo

Open Universities Australia

Nick RentosDirector

Architecture and IT Strategy

Terina StokesLead Business

Analyst

Open Universities Australia

• Open Universities Australia is a national leader in online higher education for a reason: our passion for learning.

• For over 17 years, Open Universities Australia has opened the doors for students undertaking online higher education or professional development

Major Challenges

Students lifestyles demanded better ways to connect

Enrolments prioritised quick sales above student success

Call centre agents frustrated by unintuitive technology

Growth straining the current infrastructure

More data and better sharing needed to raise student experience

Approach to transformation

Sales cloud helps advisors collect and share meaningful data

Service Cloud delivers everything agents need in on one screen

Knowledge and prompts guide conversations to best outcome

Marketing Cloud delivers social insights to drive marketing direction

Chatter a key driver for change management success

Results

Shared data now the life blood for trusted student relationships

Students calls consistently met by a fully informed advisor

Alignment survey indicates huge rise in student advisor satisfaction

97% Chatter adoption right out of the gate

Salesforce is a scalable platform for future growth and innovation

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