Maintaining Service Level Agreements in Salesforce Sales Trusted

Maintaining Service Level Agreements in Salesforce Sales, Trusted Advisors & Field Services

Putting Customer Needs First Keeping Everyone on the Same Page How many times have you called into an organization to resolve an issue and you need to explain the issue to everyone you talk to. Frustrating? Of course it is. Customers remember these things. When a sales rep looks for a renewal of a contract; the client most times unloads about all of the things that went wrong. This is especially true when negotiating an SLA. To illustrate how Salesforce Lightning can help resolve this type of issue, lets take a look at 4 individuals using their existing SLA metrics with sales and field services to address issues with clients while maintaining their SLA agreements. Quality in a service or product is not what you put into it. It is what the customer gets out of it. 2

PERSONALITY BIO “ “I want to help my team • Focused month this new client has been unhappy about missed • Charitable pickups. Charlotte would like to have more insight as to • Empathy SLA’s are not being met. • recently acquired a large university as a client. In the last deliver great sales experiences” when her customers are experiencing issues and their Outside of the office she’s a sports-mad psychology grad. She enjoys reading sales blogs and will sometimes go to Behavior “ Sales Management Charlotte has been with the company for 5 years. She Prospecting sales conferences if they’re nearby. Writing Increase Sales Meetings Motivations IMPACT PROMOTION TEAMWORK CLIENT NEEDS Customer Records Influences Frustrations Goals CHARLOTTE WALKER • Break into new territories while • maintaining high customer satisfaction department’s activities • • SALES Improve visability of the company · COLLEAGUES · PSYCHOLOGY · TECHNOLOGY · SALES TRENDS Dealing with more bureaucracy than in her old job Frequently used apps brand • · TIER MID-LEVEL · BLOGS/ FORUMS with current clients 27, Los Angeles · STATUS SINGLE Getting buy-in for the sales · CREDIBILITY · SALARY + COMMIISSION $50 K • Grow the current sales team Communicating necessity for change to managemtn team Salesforce Office 365 Outlook 365

When a sales person opens their account listing, any account that has an open case that is impacting an SLA will be highlighted. Click the highlighted box to see the message.

The highlight will also appear as accounts are parsed by other criteria. Click the icon to see the message.

• • BIO Patient Jaime recently started a new job as a Trusted Advisor Social Skills still getting used to all the changes, particularly using the with the company. She moved over from a start-up and is • Empathy Salesforce Field Services interface. She’s excited to bring • Internal Motivation nervous because this is the first time she has used “ “I enjoy solving issues for my customers” a user-focused perspective to the department but Salesforce. Outside of the office she is involved with dog rescue groups. She transports and fosters abandoned animals. Behavior “ PERSONALITY Attentiveness She is also responsible for updating social networks for the animal rescue groups she supports. Updating Customer Information Learning New Features Social Skills Motivations CUSTOMER IMPACT PROMOTION TEAMWORK USER NEEDS Positive Attitude Influences Frustrations Goals JAMIE PATTERSON 22, Los Angeles TRUSTED ADVISOR · STATUS SINGLE • Become a better user of the Salesforce • system • Improve her issue close rate Not being fully versed on all of the issue resolution topics • · CREDIBILITY · COLLEAGUES · TECHNOLOGY Having customers become frustrated when it takes me longer to find a Frequently used apps solution to their isse. · SALARY $32 K Salesforce · TIER ENTRY-LEVEL · Office 365 Outlook 365

SLA Impact High An SLA impact warning will also appear on the service screen of the trusted advisor.

After checking the service schedule, the trusted advisor reschedules the clients delivery. She sends a confirmation email, copying the sales executive.

PERSONALITY BIO “ “I want to deliver a • Complete Accessibility accessible to his team as well as other members of the • Solid Communication university staff. • Unwavering Self-Confidence Outside of the office Davis enjoys time with his family. He • He manages 3 of the university properties. He is always is also an avid movie buff. He enjoys vintage as well as current movies. seamless experience for “ Flexible David has stellar organization and follow through skills. everyone at the University” Behavior Optimism Writing RFP’s Customer Service Meetings Motivations IMPACT PROMOTION TEAMWORK USER NEEDS Vendor Interaction Influences Frustrations Goals DAVID SAMUELS 32, Los Angeles • · TIER MID-LEVEL Unable to get updates about property issues sooner · BLOGS/ FORUMS · COLLEAGUES · EMOTIONAL INTELLIGENCE · TECHNOLOGY · • Improve communication with staff to • Dealing with vendor customer service Frequently used apps ascertain needs. • • · SALARY $60 K • necessities for both staff and students. OFFICE MANAGER · STATUS MARRIED Keep the university stocked with all · CREDIBILITY Billing issues from vendors Continue the open door policy of the department University of Arizona Office 365 Outlook 365

Client Satisfaction Seamless Collaboration – Trusted Advisors David receives the email and confirms with Jaime the date and time of delivery. Jaime updates the case within Salesforce. Charlotte can view the status letting her know that Davis is satisfied with the new date and time for delivery. Having alerts that span an organization is crucial to maintaining client satisfaction. Customers will enjoy having a team behind them that can anticipate and respond quickly to issues as they arise. Quality in a service or product is not what you put into it. It is what the customer gets out of it. 10

PERSONALITY BIO “ “I want to help my community • Realistic Conventional has a spotless attendance record and is always ready to expressed an interest in becoming a shift supervisor. He • Hard Working assist other drivers when they are in need of information • Responsible of a pickup/ at work and in my private life. ” “ • Eric has been with the company for 10 years. He has that relates to scheduling , truck maintenance or specifics Behavior Outside of the office, Eric coaches his son’s basketball team. He and his wife enjoy camping and fishing. They Maintaining Vehicles are also involved with their church’s homeless support group. . Updating Paperwork Maintaining Schedules Motivations ENVIRONMENTAL IMPACT PROMOTION TEAMWORK CUSTOMER NEEDS Influences Frustrations Goals ERIC DANIELS 39, Los Angeles WASTE DISPOSAL DRIVER • Become a shift supervisor · SALARY $45 K Breakdown of vehicles · CHURCH · COLLEAGUES · FAMILY · COMMUNITY • Improve the quality of my interactions • with customers Customers who do not bag their refuse properly Frequently used apps • Help customers understand the need to recycle and reduce our carbon · STATUS MARRIED • · CREDIBILITY • Co=workers who do not take pride in the job. footprint. Salesforce · TIER MID-LEVEL Office 365 Map. Anything

Seamless Collaboration – Field Service When Eric arrives for his shift he can see all of his appointments within the Salesforce Field Service Mobile App. Eric can continually update the open cases that he is assigned to and keep in contact with the trusted advisors as to the status of arrivals and departures. Quality in a service or product is not what you put into it. It is what the customer gets out of it. 12

Salesforce Field Service Mobile App