Support I: Becoming Customer-Centric

Even the best contact center technologies will be limited in their ability to enhance the customer experience unless the underlying processes have been designed to support a company’s strategy. Saaspoint provides business process best practices that can easily be deployed with Salesforce Call Center, to turn contact centers from a cost center into a competitive advantage. Saaspoint will also show how their new Mobile Field Scheduler can extend your existing solution to quickly assign work orders to your field service reps using salesforce mobile and text messaging.

Join us to learn how two great B2C companies are delivering world-class customer service to thousands of customers using the Salesforce Call Center solution. Find out exactly how GMAC Resident Bank exponentially increased the operations and productivity of its 200 agents after migrating to Salesforce Call Center from an inefficient client-based CRM. And see how Cars.com -- took its service from 0 to 60, earning CRM Magazine's Service Elite Award in the process. They'll share hard-hitting metrics on agent productivity and customer satisfaction -- and give you the full scoop on how they achieved them.

Quick start your Salesforce Service & Support implementation to achieve the highest levels of customer satisfaction. Get hands-on experience with email templates, assignment rules, and escalation rules to process and monitor the lifecycle of cases. Learn how to use suggested solutions to help your support reps close cases quickly. See how you can use dashboards to track key metrics and help your support reps stay in tune with your customers.

Elevate the self-service experience with the next generation Salesforce Customer Portal. In this session, learn how the Customer Portal revolutionizes self-service by offering a personalized online experience using multiple portals and profiles, enables entirely new self-service processes with custom objects and mashups and allows unlimited customization using the salesforce platform.

The rules of customer service are evolving, and individual customers have more power than ever before. With the increasing popularity of blogs, Web 2.0 sites, and online communities, every voice can now be heard... And that means your company’s brand can be destroyed with a single click. At the front lines of the battle for customer loyalty, your service and support department must constantly innovate in order to stay ahead of customers’ ever-increasing expectations. Join us to see how are the most innovative companies respond to this.

Every phone call is an opportunity to strengthen customer loyalty. People have long understood the benefits of integrating their service and support applications to their telephony system: customer information instantaneously delivered to them, automatic logging, faster call handling times. But the complexity and cost have always been a challenge. With Salesforce Service & Support, CTI is a snap. Listen as Transunion details how they've integrated their telephony systems and the benefits they've received.

As a small business, you pride yourself on great, personalized service. So why are you still using Excel spreadsheets or sticky notes to manage customer service? Join our panel of successful small- and medium-sized businesses as they talk about how they've used Salesforce Service & Support to deliver white-glove customer service.

Just starting out with Salesforce Service & Support? Want to know the killer features that most users overlook? Looking to make sure you start your Service and Support project on the best path for success? Join our Service & Support customers and experts as they give you insights and lessons learned from the implementation of their solution. Learn about the must-use features of Service & Support, and what key project steps to include in your project plan.

What does the future hold for Salesforce Service & Support? Join our product managers as they reveal where the application is headed -- and how it can empower you to build your community of loyal customers.