WIN AT CUSTOMER SERVICE IN AN OMNI-CHANNEL WORLD WITH SALESFORCE SERVI

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Salesforce Service Cloud enables service agents to cater to users switching between different channels or communicating through multiple channels simultaneously

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www.solunus.com USA | INDIA

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www.solunus.com USA | INDIA WIN AT CUSTOMER SERVICE IN AN OMNI-CHANNEL WORLD WITH SALESFORCE SERVICE CLOUD "Salesforce Service Cloud enables service agents to cater to users switching between different channels or communicating through multiple channels simultaneously At Solunus we are excited to offer our expert services around Salesforce portfolio bringing you the power world’s No. 1 of cloud-base CRM from advisory to implementation configuration and maintenance. As businesses around the world begin to catch on to the Cloud Solunus helps every customer get the maximum return on your Salesforce investment. If you want to know how Salesforce could help increase your productivities and profit we are just a phone call away ."

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www.solunus.com USA | INDIA An Omni-Channel World • The use of social networking via smartphones were unheard of a decade ago. This rapid evolution of technology has led to a paradigm shift in the challenges faced by companies seeking to engage with its customers—existing and potential—in a meaningful manner . • Technology has also led to the development of an omni-channel world where customers watch advertisements on television and on YouTube hear about offers on the radio check out feedback from actual customers on social media and use smartphones to compare prices between brick- and-mortar retailers and online stores before finalizing the purchase. How Can Salesforce Service Cloud Make a Difference Salesforce Voice of the Customer Survey Results May 2015 WIN AT CUSTOMER SERVICE IN AN OMNI-CHANNEL WORLD WITH SALESFORCE SERVICE CLOUD

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www.solunus.com USA | INDIA Average Percentage Improvements in Service and Support Performance Metrics • 48 faster case resolution • 48 decrease in time to first response • 47 increase in first contact resolution • 47 increase in agent productivity • 45 decrease in service/support cost • 45 increase in customer retention • 45 decrease in average handle time • 45 increase in agent ramp time/onboarding • 45 increase in customer satisfaction • Salesforce Service Cloud can help businesses enjoy the following benefits WIN AT CUSTOMER SERVICE IN AN OMNI-CHANNEL WORLD WITH SALESFORCE SERVICE CLOUD

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www.solunus.com USA | INDIA Intelligent Agent Console An agent console presents all relevant customer information including contact information product information billing activity and even social profile—making service agents work smarter and faster. High priority escalating cases are pushed into the feed so agents can create work orders and assign field technicians to solve a problem right away. Intelligent Service Agents • Service Cloud supports the agents with tools that help them find the most relevant resources and case history. The agents are able to give every customer the most informed answer and personalized user experience. • The data and analytics are no longer available to just the data analysts. Service agents gain insights from reports and customer survey data and use the information and knowledge to serve customers better. • The intelligent service agents are completely empowered helping them create a great customer experience. WIN AT CUSTOMER SERVICE IN AN OMNI-CHANNEL WORLD WITH SALESFORCE SERVICE CLOUD

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www.solunus.com USA | INDIA Social Integration Since social customer service is an integral part of Service Cloud agents can engage with customers and have access to all relevant details of the engagement irrespective of the current choice of channel—email phone chat social network or community. Customers may send queries through email and follow up with additional questions on Facebook. Service Cloud enables service agents to cater to social customers switching between different channels or communicating through multiple channels simultaneously. Greater Scalability With steady increase in number and complexity of channels Service Cloud will allow business to implement diverse and versatile customer engagement and handle varying volume of activity without compromising on efficiency. Service Cloud is a part of Salesforce1 platform that grows with the business which ensures companies don’t end up facing the situation of having grown too quickly in a very short period of time. WIN AT CUSTOMER SERVICE IN AN OMNI-CHANNEL WORLD WITH SALESFORCE SERVICE CLOUD

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www.solunus.com USA | INDIA Conclusion Leveraging omni-channel engagement and offering a seamless customer service set your business and your brand apart from the crowd. Businesses are recognizing that merely providing a quality product or service is inadequate. Today businesses have to combine great products with top-quality customer service to keep their customers happy. Now more than ever businesses of all sizes need Service Cloud and its tools to ensure the best customer engagement and customer experience that will ultimately enhance brand’s credibility capture the attention of prospects and win the loyalty of demanding customers. WIN AT CUSTOMER SERVICE IN AN OMNI-CHANNEL WORLD WITH SALESFORCE SERVICE CLOUD

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