Aan010 Young 091907


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  • Aan010 Young 091907

    1. 1. Portal Mania Extending Through the Web Presenter: Nigel Young, Salesforce.com Speakers: Bruno Rosati, Clarity Systems Ltd. Steven Frers, CompassLearning Inc. Track: Admin II Advancing to the Next Level
    2. 2. Safe Harbor <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding,and concerning the potential market for our existing service offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2007. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
    3. 3. Agenda <ul><li>Definitions </li></ul><ul><li>Background and History </li></ul><ul><li>Today’s Portals and Web 2.0 </li></ul><ul><li>Salesforce.com Portals </li></ul><ul><ul><li>Self-Service Portal </li></ul></ul><ul><ul><li>Customer Portal </li></ul></ul><ul><ul><li>Partner Portal </li></ul></ul><ul><li>Bruno Rosati, Clarity Systems </li></ul><ul><li>Steven Frers, CompassLearning </li></ul><ul><li>Summary: Getting Started </li></ul><ul><li>Q & A </li></ul>
    4. 4. Reality Check: What is a Portal? <ul><li>“ A door or opening” </li></ul><ul><li>“ An opening in the walls of a building… and especially a grand entrance to an important structure”. </li></ul>“… IT deals with the use of computers to store, manage and communicate information quickly, efficiently and securely”. A portal is a gateway to your most important structure, your information.
    5. 5. Portals are everywhere! <ul><li>Web portals on the internet </li></ul><ul><ul><li>Multiple services/applications in a single site </li></ul></ul><ul><li>Enterprise Portals on company intranets </li></ul><ul><ul><li>Internal sites to access company resources (corporate directories, HR forms, vacation requests, helpdesk tickets, etc.) </li></ul></ul>“ a site serving as a guide or point of entry to the World Wide Web”
    6. 6. Portal Mania: Then and Now <ul><li>History </li></ul><ul><ul><li>1990’s: companies scrambling to get on the web </li></ul></ul><ul><ul><li>Lack of integration, functionality </li></ul></ul><ul><li>Internet Evolution – Web 2.0 </li></ul><ul><ul><li>New technology, tools, applications </li></ul></ul><ul><ul><li>Improved functionality, networking and collaboration </li></ul></ul><ul><ul><li>Users are savvier, expecting and able to do MORE </li></ul></ul><ul><li>Generation Y </li></ul><ul><ul><li>High speed/bandwidth era (Echo Boomers, Internet Generation) </li></ul></ul><ul><ul><li>Tech savvy and “Portal Friendly” </li></ul></ul><ul><ul><li>Customers of today and tomorrow </li></ul></ul>
    7. 7. Why are customers using portals? <ul><ul><li>Access to integrated content and applications on demand – one stop shopping </li></ul></ul>Key benefits for the next generation of customers <ul><ul><li>Personalized user experience </li></ul></ul><ul><ul><li>24/7 service (no waiting in line!) </li></ul></ul><ul><ul><li>More collaboration and access to updated content/functionality that address changing needs </li></ul></ul>
    8. 8. Why are companies using portals? <ul><li>Reduce Costs </li></ul><ul><ul><li>Drive more interactions to the web </li></ul></ul><ul><ul><li>Free up resources to focus on your top customers and partners </li></ul></ul><ul><li>Increase Revenue </li></ul><ul><ul><li>Provide an exceptional customer experience (give them what they want) </li></ul></ul><ul><ul><li>Increase collaboration with your partners </li></ul></ul><ul><ul><li>Consistent and improved communication driving everyone’s SUCCESS </li></ul></ul>
    9. 9. Portals in the Salesforce.com CRM Solution Self Service Portal Customer Portal Partner Portal
    10. 10. Self Service Portal for Service & Support <ul><li>Case Management and Knowledge Base/Solutions </li></ul><ul><li>24/7 support offering </li></ul><ul><li>Part of your overall customer experience and web offering </li></ul><ul><li>Internal case management </li></ul><ul><li>Included with Professional Edition and above </li></ul>On demand self service
    11. 11. Customer Portal for Support and more … <ul><li>Advanced Case Management and Knowledge Base/Solutions </li></ul><ul><li>Exposure of custom objects and applications </li></ul><ul><li>Full customization features: Apex, S-Controls, mashups, web tabs </li></ul><ul><li>Support of multiple customer portals, account hierarchy & sharing rules </li></ul><ul><li>Even greater collaboration with customers </li></ul><ul><li>Available in Enterprise and Unlimited Editions </li></ul>Web 2.0 for the next generation
    12. 12. Partner Portal for Channel Effectiveness <ul><li>Collaboration with your top partners </li></ul><ul><li>Lead generation, accounts, opportunities and documents </li></ul><ul><li>Greater insight into channel performance </li></ul><ul><li>Available in Enterprise and Unlimited Editions </li></ul>On demand Partner Relationship Management
    13. 13. Summary: Salesforce.com Portals Please contact your Account Executive for detailed features and pricing. Leads, Accounts, Opportunities, Documents, Custom Objects, Approvals Cases, Solutions, Activities, Assets, Documents, Custom Objects, Approvals Cases, Solutions Object Sharing Enterprise and Unlimited Editions Enterprise and Unlimited Editions Professional Edition and above Availability Additional Licenses Required (per user basis) Additional Licenses Required (per user basis) Included Pricing Self Service Portal   Multiple Portals Customer Portal Partner Portal
    14. 14. Bruno Rosati Web & CRM Architect [email_address]
    15. 15. About Clarity Systems <ul><ul><li>INDUSTRY : Performance Management Software </li></ul></ul><ul><ul><li>(Budgeting, Forecasting, Planning, Consolidations & Reporting) </li></ul></ul><ul><ul><li>EMPLOYEES : 200 </li></ul></ul><ul><ul><li>CUSTOMERS: over 200 large to mid-market customers </li></ul></ul><ul><ul><li>GEOGRAPHY : USA, Canada, UK </li></ul></ul><ul><ul><li>SALESFORCE USERS : 45 </li></ul></ul><ul><ul><li>PRODUCT(S) USED : SFA, Support, 5 downloaded AppExchange applications </li></ul></ul>Clarity Systems delivers budgeting, forecasting, planning & reporting solutions to large and mid- market companies around the world. We combine our very own web-based performance management platform with dedicated consulting, advisory and training services. Our business advantage is that we don’t just deliver an excellent software package – we draw on over 12 years of experience in this niche market to work hand-in-hand with our customers in delivering a customized solution that is truly tailored to their needs. Company Logo Here
    16. 16. Our Timeline with Salesforce <ul><li>Implement Salesforce Automation (SFA) </li></ul><ul><li>Implement Salesforce Support (Case Management) </li></ul><ul><li>Integrate custom Web-to-Lead with our website </li></ul><ul><li>Integrate the Self-Service Support Portal with our website </li></ul>Jun ‘05 Dec ‘05 Oct ‘06 Feb ‘07
    17. 17. Objectives for our Self-Service Support Portal <ul><ul><ul><li>Expose our solutions knowledge base to our customers </li></ul></ul></ul><ul><ul><ul><li>Offer an alternative to emailing support tickets </li></ul></ul></ul><ul><ul><ul><li>Reduce the number of calls to our customer support team </li></ul></ul></ul><ul><ul><ul><li>Offer “http” software downloads for specific accounts and for </li></ul></ul></ul><ul><ul><ul><li>all of our consultants </li></ul></ul></ul><ul><ul><ul><li>Provide the ability to upload very large files to our support team </li></ul></ul></ul><ul><ul><ul><li>Offer our complete knowledge base to specific accounts and consultants (more solutions than offered to regular customers) </li></ul></ul></ul><ul><ul><ul><li>Minimize the ongoing management of the portal - automate as much as possible </li></ul></ul></ul><ul><ul><ul><li>Improved customer service = Improved customer satisfaction </li></ul></ul></ul>
    18. 18. The Clarity Systems Self-Service Solution <ul><ul><li>How did we meet these objectives? </li></ul></ul><ul><ul><ul><li>We gained experience and confidence with the Salesforce API after building our own custom web-to-lead process </li></ul></ul></ul><ul><ul><ul><ul><li>integrated with our website to capture and track lead referral source, search terms, campaign codes, visitor history, downloaded collateral and event registrations </li></ul></ul></ul></ul><ul><ul><ul><ul><li>elimination of duplicate records </li></ul></ul></ul></ul><ul><ul><ul><li>With this knowledge we built a custom portal solution that leverages the flexibility of the Salesforce self-service portal </li></ul></ul></ul><ul><ul><ul><ul><li>“ a portal within a portal” that maintains the look and feel of our website </li></ul></ul></ul></ul><ul><ul><ul><ul><li>300+ registrations to date with very little intervention </li></ul></ul></ul></ul>
    19. 19. Clarity Systems Customer Care Portal <ul><ul><li>The Customer Care </li></ul></ul><ul><ul><li>portal is offered on </li></ul></ul><ul><ul><li>our website for the </li></ul></ul><ul><ul><li>exclusive use of our </li></ul></ul><ul><ul><li>customers and </li></ul></ul><ul><ul><li>consultants only. </li></ul></ul><ul><ul><li>Registration is </li></ul></ul><ul><ul><li>required in order </li></ul></ul><ul><ul><li>to access the portal. </li></ul></ul>
    20. 20. Clarity Systems Customer Care Portal (Registration) <ul><ul><li>Once a user has registered, a temporary password is assigned and </li></ul></ul><ul><ul><li>a strict decision tree is followed based on data stored in Salesforce </li></ul></ul><ul><ul><ul><li>a single matching email address must be found on a contact record that belongs to an account of type “Customer” </li></ul></ul></ul><ul><ul><ul><li>custom settings on the contact and account record are read to determine the level of access to be granted in the portal: </li></ul></ul></ul><ul><ul><ul><li>CONTACT ACCOUNT </li></ul></ul></ul><ul><ul><li>Registrants are emailed their temporary password only if they pass </li></ul></ul><ul><ul><li>the credentials check on Salesforce - otherwise they move to a ‘pending’ queue where manual intervention is required </li></ul></ul>
    21. 21. Clarity Systems Customer Care Portal (Logging in) <ul><ul><li>Access checks made during each login: </li></ul></ul><ul><ul><ul><ul><ul><li>Has this username already registered for Customer Care? </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Are they a designated support contact? </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Is their account of type “Customer”? </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Does their account have knowledgebase access? </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Does their account have access to software downloads? If so, which folders are they allowed to access? </li></ul></ul></ul></ul></ul><ul><li>The menu options displayed in the portal depend on these access rights </li></ul><ul><ul><li>We currently distinguish between 5 levels of access </li></ul></ul><ul><ul><li>When users login to the portal, they first authenticate against our </li></ul></ul><ul><ul><li>local database. After that, all access rights and privileges are </li></ul></ul><ul><ul><li>determined from data residing in Salesforce (using email address) </li></ul></ul>
    22. 22. Demonstration: Clarity Systems
    23. 23. Feature Summary: Out of the Box <ul><li>Both the Case Management and Knowledge Base screens display Salesforce modules out-of-the box </li></ul><ul><ul><li><iframes> are used to display </li></ul></ul><ul><ul><li>these modules on our pages </li></ul></ul><ul><ul><li>Style sheets are sourced </li></ul></ul><ul><ul><li>directly from our web servers </li></ul></ul><ul><li>A custom object is used to log the history of all software downloaded </li></ul><ul><li>Standard API calls such as changing one’s Self-Service password </li></ul><ul><li>Workflow automation (e.g. Pending registration alerts) </li></ul>
    24. 24. Feature Summary: Custom <ul><li>Integration code was developed and written in C# against the Salesforce (APEX) API on a Microsoft .NET 2.0 platform </li></ul><ul><ul><li>Membership classes used for password management </li></ul></ul><ul><li>Two databases - one for managing authentication and one for managing privileges (Salesforce) </li></ul><ul><li>Almost all integration points are asynchronous (behind the scenes) </li></ul><ul><li>Single sign-on with no need to re-login to Salesforce </li></ul>
    25. 25. Lessons Learned <ul><ul><li>The Salesforce API is very flexible and easy to use, offering endless possibilities for your own integration </li></ul></ul><ul><ul><li>Automate! – use Salesforce workflows and assignment rules as much as possible </li></ul></ul><ul><ul><li>Take advantage of the many resources available: </li></ul></ul><ul><ul><ul><li>Forums.sforce.com </li></ul></ul></ul><ul><ul><ul><li>Your Customer Success Manager </li></ul></ul></ul><ul><ul><ul><li>Connect on Demand community network </li></ul></ul></ul><ul><ul><ul><li>(my id = brosati) </li></ul></ul></ul><ul><ul><ul><li>Successforce.com </li></ul></ul></ul><ul><ul><ul><li>Salesforce city tours - “Birds of a feather sessions” </li></ul></ul></ul>
    26. 26. Steven Frers VP, Technical Services [email_address]
    27. 27. About CompassLearning <ul><ul><li>INDUSTRY : Education </li></ul></ul><ul><ul><li>EMPLOYEES : 350 </li></ul></ul><ul><ul><li>GEOGRAPHY : US & Puerto Rico </li></ul></ul><ul><ul><li># USERS : 215 </li></ul></ul><ul><ul><li>PRODUCT(S) USED : SFA, Service & Support, Customer Portal </li></ul></ul>CompassLearning partners with school districts and other academic organizations to ensure that students achieve academic success. Our award-winning PreK-12 standards-based curriculum and assessment solutions support differentiated instruction, formative assessment, and targeted intervention and enrichment for all students including ELL. Our software is used in ~20,000 schools and serves ~11 million students nationwide. CompassLearning is headquartered in Austin, TX and a wholly owned business unit of The Reader’s Digest Association, Inc.
    28. 28. Objectives for the CompassLearning Customer Portal <ul><li>Business Objectives </li></ul><ul><ul><li>Improve customer satisfaction </li></ul></ul><ul><ul><li>Increase support contract revenue </li></ul></ul><ul><ul><li>Reduce live support interactions </li></ul></ul><ul><ul><li>Improve branding awareness </li></ul></ul><ul><li>Technology Objectives </li></ul><ul><ul><li>Consolidate technology platforms </li></ul></ul><ul><ul><li>Work with existing legacy architecture </li></ul></ul>
    29. 29. The CompassLearning Customer Portal <ul><li>How did we meet these objectives? </li></ul><ul><ul><li>Utilized existing investment in Salesfoce.com platform </li></ul></ul><ul><ul><ul><li>Short deployment time – leveraged existing configuration </li></ul></ul></ul><ul><ul><ul><li>Single source of record for customer data </li></ul></ul></ul><ul><ul><ul><li>Integrated with JD Edwards legacy system for account & entitlement data </li></ul></ul></ul><ul><ul><ul><li>Maintain account hierarchy </li></ul></ul></ul><ul><ul><li>Future: add Professional Development business unit </li></ul></ul><ul><ul><li>Moved previously “free” resources to Customer Portal which requires a paid support contract. </li></ul></ul>
    30. 30. Entitlement Offerings
    31. 31. Demonstration: CompassLearning
    32. 32. Feature Summary: Out of the Box <ul><li>Standard features leveraged: </li></ul><ul><ul><li>Custom objects sharing between existing Service & Support code and the Customer Portal. </li></ul></ul><ul><ul><li>Custom/AppExchange apps sharing </li></ul></ul><ul><ul><li>Account hierarchy & Sharing Rules </li></ul></ul><ul><ul><li>Single Sign On </li></ul></ul><ul><ul><li>Online help for customers </li></ul></ul>
    33. 33. Feature Summary: Custom <ul><li>Custom features leveraged: </li></ul><ul><ul><li>Combination of C# code utilizing APEX API and Orion Integrator for access to legacy JDE platform </li></ul></ul><ul><ul><li>Online help for intuitive navigation </li></ul></ul>
    34. 34. What were the results? <ul><li>What were the results of implementing the Customer Portal? </li></ul><ul><ul><li>Internal benefits </li></ul></ul><ul><ul><ul><li>Market share improvements – New deployment, TBD </li></ul></ul></ul><ul><ul><ul><li>Streamlined back office administration </li></ul></ul></ul><ul><ul><ul><li>Metrics </li></ul></ul></ul><ul><ul><ul><ul><li>Expect 20% improvement in service contract revenue. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Expect 10-20% reduction in live interactions. </li></ul></ul></ul></ul><ul><ul><li>External benefits </li></ul></ul><ul><ul><ul><li>Visibility – Contracted customer base </li></ul></ul></ul><ul><ul><ul><li>Accuracy – One common platform for entitled support offerings </li></ul></ul></ul><ul><ul><ul><li>Higher customer satisfaction – Initial reaction very positive </li></ul></ul></ul>
    35. 35. Lessons Learned <ul><li>How to apply what you’ve learned when you get home </li></ul><ul><ul><li>Focus on the User Interface – “You only get one chance to make a first impression” </li></ul></ul><ul><ul><li>Perform thorough Gap analysis of existing process – This will enable you to deliver more effective solution </li></ul></ul><ul><ul><li>Don’t be afraid to change your business process to fit the software – Future upgrades and integration points will be more smooth </li></ul></ul><ul><ul><li>Be fanatical about de-duplicating customer data – Your efforts will pay off in improved customer satisfaction </li></ul></ul>
    36. 36. Recap: Lessons Learned <ul><li>Don’t be afraid to revisit your processes </li></ul><ul><li>Focus on the user interface (first impressions count!) </li></ul><ul><li>Clean your data! clean your data! clean your data! </li></ul><ul><li>You are not alone – leverage the Salesforce.com community </li></ul><ul><li>Don’t be afraid of the API </li></ul><ul><li>Automate as much as possible (Workflow, Assignment Rules) </li></ul>
    37. 37. Where to begin <ul><li>Resources to get you started: </li></ul><ul><li>Talk to your Account Executive or CSM </li></ul><ul><li>Best Practices Website </li></ul><ul><li>Leverage the community experience </li></ul><ul><li>success.salesforce.com / </li></ul><ul><li>Apex Developer Network </li></ul><ul><li>www.salesforce.com /developer/ </li></ul><ul><li>Professional Services www.salesforce.com /services-training/professional-services/ </li></ul>
    38. 38. Bruno Rosati Web & CRM Architect Steven Frers VP, Technical Services Questions & Answers Nigel Young Customer Success Manager