1. SalesForce Knowledge: The Power of the Right Answer Frédéric Ghirardi, Orange Group Ty Patterson, Wachovia Chet Chauhan, salesforce.com Track: Service & Support Executives

2. Salesforce.com Acquired InStranet in Aug’08 Technology Leader for CSS Knowledge Management Industry-leading Knowledge Base Proven Choice for 350,000 Global Agents Game-Changing Technology acquired:

3. Salesforce Knowledge Delivers A New Model For Success Dimensions Cross-Channel Knowledge Analytics Find Just the Answer You Need, and Nothing You Don’t Consistent knowledge across all service & sales channels Find the knowledge gaps and track usage Time to Success Rapid deployment and adapt quickly as business changes  First call resolution  Self-service deflection  Call handling time

4. Frédéric Ghirardi Director of Group Customer Service Management & E-Care Support

5. Our Vision : From product, process or channel specific CRM to customer centric CRM Sales  Sales forces automation (SFA)  Lead & opportunity management  Guided Selling Contact management  Contact history  Direct sales  Indirect sales  Web  IVR, Wap  SMS, MMS  USSD,...  Interaction management Call center Customer Point of saleSelf service  Phone  Mail  E-mail  Multi channel management Predictive models Customer analysis Customer Segments Customer Segments  Campaign management Decisioning (CRM/A) Business rules  Next Best Activity & Deal Calculator  Product Referentials  Customer3 60° view  Organization Order Support  Order capture and validation  Order follow up and delivery control  Trouble ticketing (cust. view)  Complaints  Information (invoice)  Problem follow up Presentation Interface

6. 5 countries Deployed With Salesforce Knowledge Today DevelopmentPhase 2 Orange UK Orange Romania Orange Switzerland Orange France Mobistar (Belgium) Orange Poland Orange Spain Production Evaluation ? ?

7. All Support, Sales and Product Content Accessed Using Salesforce Knowledge DevicesSupport documentationMarketing / Sales  Datasheets –Handset –Box –Business cards –Accessories –Home phone  Bugs  Firmwares  User guide, manuals  Hints & tips  How to  Diagnostics, Scripts  Procedures  Offers  Products  Services Each subsidiary manages the same kind of content locally Huge opportunity to share not only Salesforce Knowledge but also the content across subsidiaries