Delivering Service in the Cloud - Sponsored Whitepaper

Success in business today is harder than ever to achieve. Customers are becoming more demanding, competition is increasing, change is accelerating, and costs must be controlled. All these challenges are intertwined. Businesses do not have the luxury of being able to focus on just one at the expense of progress toward another. Winning, therefore, requires a higher level of agility; coupled with a dedication to improving the velocity with which value is delivered to customers, who are both the source and the subsistence of a company’s growth.

It isn’t easy. There is an unrelenting demand for growth by senior management, requiring companies to be more effective in keeping and growing the value of existing customers. As the rate of introduction of new products and services increase customer service organizations find it increasingly difficult to stay current with developments and deliver superior service experiences—especially under conditions where budgets are being cut.

In this white paper, these and other issues in the changing landscape of customer service will be explored—together with the “Service Cloud,” a practical approach from salesforce.com that uses the power of cloud-computing to not only solve many of the current obstacles faced by customer service organizations, but also to position them to engage in the evolving and expanding world of customer conversations occurring beyond the reach of traditional contact centers within social networking and online communities. The benefits of agility, velocity, and ROI will be documented, together with examples of companies that are realizing these advantages today.