Dreamforce '06 Videos & Slides
Service & Support Executives
Introduction
Target Audience:
Service managers and executives looking for strategic ways to increase
response times, first contact resolution, and overall customer
satisfaction.
Key Take-Aways:
An array of service and support experts will pass along strategies,
tips, and tricks for improving responsiveness, resilience, and
satisfaction. Discover the innovative ways customers use Salesforce
Service & Support to manage complex business processes and learn
about the instant timesavers available on the AppExchange.
How Salesforce.com Uses Service & Support
CRM technology plays a critical role in every customer service and support environment. In this session, we review the common challenges facing global on-demand support organizations and the key indicators of support performance and customer satisfaction. Get a firsthand look at the solutions salesforce.com has implemented using our Service & Support applications.
Track: Service & Support Executives
Date and Time: October 11, 2006 11:30 AM
Presenters:
- Karen Hennessy, Salesforce.com
Continue reading "How Salesforce.com Uses Service & Support" »
Crash Course in Service & Support
Join us for a quick, no-nonsense guide to the highlights of Case Management. This session covers practical advice for setting up and using everything from queues for team case management and escalation, to Service Level Agreements, and everything in between.
Track: Service & Support Executives
Date and Time: October 9, 2006 11:30 AM
Presenters:
- Bob Durstenfeld, Rae Systems Inc.
Best Practices for Measuring Critical Support Metrics
What are the key indicators that define the success of your service organization? How do you measure the health of your operations? And are you measuring the right parameters to achieve your business objectives? Attend this session to learn best practices for defining and measuring the correct support metrics.
Track: Service & Support Executives
Date and Time: October 9, 2006 02:00 PM
Presenters:
- Cheral Stewart, CallSource
- Mike Ferris
Continue reading "Best Practices for Measuring Critical Support Metrics" »
Three Use Cases for Service & Support
Looking for a few great new ways to get more value from Salesforce Service & Support? Join in on this session to hear real use cases from customer experts on how Service & Support helped dramatically improve their business processes.
Track: Service & Support Executives
Date and Time: October 11, 2006 09:00 AM
Presenters:
- Kimberly Jansen, Misys
- Steve Petrofsky, m-Qube
- Chris Robbins, Chevron
Stump the Service and Support Pros
Come armed with your toughest questions for salesforce.com's in-house service and support experts. Learn best practices from Salesforce professionals that know the application inside and out, and discuss solutions to the most frequently asked questions presented to the salesforce.com community.
Track: Service & Support Executives
Date and Time: October 10, 2006 05:00 PM
Presenters:
- Larry Robinson, salesforce.com
- Mitch Shaw, Salesforce
- Mike Milburn, Salesforce
Transforming the Customer Experience with IP Telephony in an On-Demand World
Adoption of IP communications technologies has enabled fundamental changes in customer service - the way customers reach you, the way your company responds, and the underlying business model. Listen in as customers provide insights on industry drivers, trends, and best practices for optimizing customer interaction.
Track: Service & Support Executives
Date and Time: October 9, 2006 03:15 PM
Presenters:
- Mark Newhall, Corporate Express, Inc
Continue reading "Transforming the Customer Experience with IP Telephony in an On-Demand World" »
Improving Customer Service with a Branded Self-Service Portal
We're making exciting changes to the Self-Service Portal! Come see how easy it is to extend your portal beyond traditional customer service processes by leveraging the power of the AppExchange. Learn how the collaborative nature of this easily configurable portal will allow your customers to interact with each other and share knowledge.
Track: Service & Support Executives
Date and Time: October 10, 2006 03:45 PM
Presenters:
- Steve Lehr, Postini, Inc.
- Mark Bloomquist, Postini, Inc.
Resources: Video
Continue reading "Improving Customer Service with a Branded Self-Service Portal" »
Leveraging Your Customer Service Function to Drive Sales=
Your customers want access to knowledgeable service staff and speedy resolution to their service issues. And your prospects want to talk to someone before they buy: In recent surveys, 41 percent of online users said access to live chat is important in their purchasing process. Attend this session to find out how to can improve customer satisfaction, reduce costs, and increase sales by implementing a live chat solution that is integrated with Salesforce Service & Support.
Track: Service & Support Executives
Date and Time: October 10, 2006 11:30 AM
Presenters:
- Patrick Ream, Next IT Corporation
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Running Your IT Helpdesk with Salesforce Service and Support
Want to know how salesforce.com runs its own IT help desk? Come learn how Salesforce Service & Support helps salesforce.com deliver exceptional IT service in our company. With nearly 120,000 IT tickets processed and asset management integration provided by Everdream, the salesforce.com IT department helps keep the company running smoothly - and offers best-practice tips and tricks for doing the same in your organization.
Track: Service & Support Executives
Date and Time: October 9, 2006 04:30 PM
Presenters:
- John Beattie, salesforce.com
- Brad Harrington, salesforce.com
- Mitch Shaw, salesforce.com
- Michael Morriss, salesforce.com
Continue reading "Running Your IT Helpdesk with Salesforce Service and Support" »
