Transforming the Customer, Partner, and Employee Experience with Service Cloud

Steve Roberts

Accenture

Partner Electronics and High Tech

Renee' Mckaskle

VP, IT Governance Services, Symantec

Over 40 centers, 3000 + agents, 600k customers +

Salesforce for Support Objectives @ Symantec

-- Simplify the support experience for customers and channel partners with enhanced self-heal and self service

-- Improve agent experience with SOP and internal collaboration

-- Reduce cost to serve and decommission point solutions

-- Allow for rapid integration of mergers and acquisition

-- Internal collaboration during support roll out, they held cross functional input meetings and prevented individuals speaking in their native knowledge language.  For example, IT people could not use "IT speak" or heavily technical terms.  Important to come to a common ground for collaboration.

Symantec Service Cloud functionality

-- Log cases / view case history

-- Initiate real time chat session

-- Search multilingual kb

-- Request account and contact updates

-- Channel partners can also create cases on behalf of their customers

-- Consider building Self-Service once, for deployment in other areas

Salesforce for Support Learnings

-- Enable sponsors, engage stakeholders early on

-- Understand data and possible data challenges upfront

-- Incorporate Customer and Channel Partner perspective

-- Take care when combining Sales & Service in one "instance"

-- Proactively educate teams on Agile working methods

-- Challenge cross-functional teams to work differently & together

-- Use adaptive Change Management practices

-- Strive to implement salesforce.com with minimal customization

-- Coordinate multi-party delivery through a primary program office.