Aurora Bank

Service Platform to Engage

Customers Everywhere
Luciana Belloni
Consultant Systems Engineer
Agenda

Aurora Business Scenario

Market Trends and Vision
SalesForce Service Cloud
Customer testimonials
Demo
Aurora Bank Business Objectives

Increase # of products per customer

reduce product development and service costs
provide a consistent and efficient service based on a full customer view
Aurora Bank constraints

Merge and acquisitions introduced new products, but increased the

applications consolidations and integration complexity
It takes long time to retrieve customer info and SL is poor
No integration with CRM
Calls and email are the actual media, but Aurora bank wants to introduce live
chat
Market Trends and Vision
Third Wave of Computing:
Internet of Things 50 Billion Connected Things

Cloud

Millions
LTE

Thousands Server

Mainframe
LAN/WAN

SNA
Client
Terminal

Social . Mobile . Cloud . Connected

New Ways to Engage Your Customers

Social 4.5
B Mobile
Aggregate 5B
Smartphones
Social Users
by 2017

50B
Connected
Products

1T
Cloud Connected Connected
Sensors
Satisfied Customers Are Loyal and Spend More

75%
have spent more due to
Positive Customer Service interactions

Everything else

Source: Gartner, Agenda Overview for Customer Strategy and Experience Management, Jan 2, 2013
Difficult to Engage Customers Everywhere
Fragmented Service Service Stuck Service Not
Channels in the Past Everywhere

Unhappy
Customers

Embed Service Everywhere

Inconsistent experience Outdated systems Cant embed service in apps
or products
Customers not empowered Siloed support organization
Cant access collective
Disconnected systems Solutions not agile company intelligence

Cant extend service with

High customer effort High agent effort apps everywhere
Cant serve customers
How do you engage customers everywhere?
SalesForce Service Cloud
The Service Platform to Engage Customers Everywhere

Engage customers anytime, anywhere

Embed service into every product and app
Solve cases faster with collaboration
2,000+ AppExchange apps
Deliver the Next Generation Agent Experience

Maximize productivity with

empowered agents
Multi-channel with cross-channel context
and in-channel response

Predictive intelligence for the right answer,

the first time, every time

Multi-monitor support for maximum screen

real-estate

Intuitive and configurable UI

+40%
Increase in agent productivity
Instantly Recognize Customers on the Phone

Close cases faster with automated

phone support

100+ adapters to connect to telephony

systems

100% cloud based

Complete softphone capabilities

Visual workflow for call scripting

Aurora Bank Benefits
Introducing the SF Console with the integration tool kit
Integrated desktop
Cloud based integration with Cisco
Data consolidation across multiple systems and channels
Reduction of call handling time and as a result the numbers of calls in queue
Respond Accurately to Every Email

Lower costs with high-volume email support

Create and assign cases from incoming email

Dynamic template selection

Embed knowledge articles

Auto-type common responses

Aurora Bank Benefits
Introducing the SF Cloud Service

Provide an efficient systems to manage email

Reduce the email response time
Template auto selection
Single click to attach documents
Quick Text facility allows agents to use shortcuts to type common phrases
Track the email communications with the customer
Easy integration with microsoft Outlook to synch email and events in SF
Monitor Real-time Service Metrics from Anywhere

Optimize your support infrastructure

Gain real-time insights into support metrics from

any device

Configure reports and dashboards without IT help

Customize reports on the fly to make decisions

more quickly

Receive notifications when metrics reach specific

thresholds

35%
Decrease in support costs
Aurora Bank Business Scenario proposal

Increase # of products per customer

Improve the customer experiece
Reduce the barriers to access to Customer services
reduce product development and service costs
Cloud Services adoption
provide a consistent and efficient service based on a full customer view
Integrate desktop
Reduce the time of first call resolution
Benefits of Multi-Tenant Cloud Computing:

Enterprise
Cloud Computing

Fast Easy Open Flexible Trusted

No Hardware Automatic Upgrades Any Device App Marketplace Transparency
No Software Scalable Data Portability Extensible Real-time Status
Customer Testimonials
 Challenge
Wells Fargo after SF Service Cloud adoption
Legacy system
Deployed segregated
CTI; integrated customer
with relationships
backend systems and bydata
line warehouse
of business,
Several with
Engage mergers and acquisitions
customers via Twitterhave fragmented the information systems slowed down response times
Integration
Mobile complexity
access enableswith
repsCRM, data Salesforce
to access fragmentation prevented
on the go the company having a 360-degree view
No360-degree
A real-time operational
view of thedashboards
customer and the agent console helped increase efficiency by 83%
 Demo
Follow up and next steps
Thanks