Aen009 Balakrishnan 091907


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  • But before we get started – first a brief word from our sponsor, the US government…SFDC is a publicly traded company on the NYSE. Our ticker symbol is CRM. If for some reason you cannot read the entire safe harbor statement here, please visit our website.
  • Aen009 Balakrishnan 091907

    1. 1. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future 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. These documents are available on the SEC Filings section of the Investor Information section of our website at /investor ., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
    2. 2. Sandbox and Change Management Vidya Balakrishnan Alex deSantiago Ilene LaBarbera Admin III – Expanding into New Areas
    3. 3. Vidya Balakrishnan Principal Consultant [email_address]
    4. 4. Agenda <ul><li>Exercise </li></ul><ul><li>Introduction </li></ul><ul><li>Informa, Alex deSantiago </li></ul><ul><li>ADP, Ilene LaBarbera </li></ul><ul><li>Wrap Up </li></ul><ul><li>Q&A </li></ul>
    5. 5. Exercise <ul><li>Turn to your neighbor and discuss the following: </li></ul><ul><ul><li>What was your favorite part of Dreamforce? </li></ul></ul><ul><ul><li>What was your very first music concert? </li></ul></ul>
    6. 6. Imagine a World Without Change
    7. 7. Change Management <ul><li>Change is inevitable </li></ul><ul><ul><li>The only change you can count on in software development is the fact that it will change </li></ul></ul><ul><ul><li>What, when, how, and why to carry out change </li></ul></ul><ul><li>Define the Strategy </li></ul><ul><ul><li>Start at the top </li></ul></ul><ul><ul><li>Get buy in from every layer </li></ul></ul><ul><ul><li>Communication vehicles </li></ul></ul><ul><ul><ul><li>Start early </li></ul></ul></ul><ul><ul><ul><li>Set Expectations </li></ul></ul></ul><ul><ul><ul><li>Email Templates, Release Management </li></ul></ul></ul><ul><ul><li>Use a Phased Approach </li></ul></ul>
    8. 8. Sandbox – We can help! <ul><li>Effective Change Management Enabler </li></ul><ul><li>Test, Test, Test! </li></ul><ul><ul><li>Data Validation </li></ul></ul><ul><ul><li>Configuration Validation </li></ul></ul><ul><li>Release Management </li></ul><ul><ul><li>Use Salesforce! </li></ul></ul><ul><li>Multiple Sandboxes </li></ul><ul><li>Packaged Applications </li></ul><ul><ul><li>Custom Objects/Fields </li></ul></ul><ul><ul><li>Reports/Dashboards </li></ul></ul><ul><li>The Future </li></ul>
    9. 9. Alex deSantiago Director, Fusion Account Management [email_address]
    10. 10. All About Informa plc <ul><ul><li>INDUSTRY : Media </li></ul></ul><ul><ul><li>EMPLOYEES : 7,500 </li></ul></ul><ul><ul><li>GEOGRAPHY : Global </li></ul></ul><ul><ul><li># USERS : 1,121 </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Salesforce SFA, Call Center & Marketing, 40 custom objects… </li></ul></ul>Informa plc is the leading international provider of specialist information and services for the academic and scientific, professional and commercial business communities. Informa has over 150 offices in more than 40 countries and employs 7,500 staff around the world
    11. 11. Key Challenges – Complex Configuration <ul><li>20+ deployed Business Units (BU’s) </li></ul><ul><li>6 Competing BU’s </li></ul><ul><li>40 Custom Objects </li></ul><ul><li>136 Profiles </li></ul><ul><li>261 Record Types </li></ul><ul><li>379 Page Layouts </li></ul><ul><li>579 Roles </li></ul><ul><li>653 Custom Fields </li></ul><ul><li>3,300+ Reports </li></ul>
    12. 12. Key Challenges – Global Organization BUA – ESI BUA -ESI BUA – HW BUA – iMoneyNet BUA - Forum BUA – Professional BUA – Healthcare BUA – ITM BUA – Informa BUA - APAC PI BUA - IIR Dubai 2 SysAdmins - Informa SysAdmin - Informa Premier Support Salesforce BUA - Omega 2 SysAdmins -Informa BUA - T&F BUA - AG BUA - IBC BUA - IRS BUA - IIR South Africa SysAdmin - Informa
    13. 13. Key Challenges – Complex Environment <ul><li>Support Team </li></ul><ul><li>Implementation Team </li></ul><ul><li>20 Live Implementations </li></ul><ul><li>35+ Implementations to Go </li></ul>FAM Director Informa SysAdmin Informa SysAdmin Informa SysAdmin Informa SysAdmin FAM Director US Project Manager EMEA Project Manager Developer Trainer Trainer Data Migration Specialist Data Migration Specialist Business Analyst Business Analyst FAM Director Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator Business Unit Administrator
    14. 14. The Solution – Change Management Process <ul><li>4 Level Support </li></ul><ul><li>Service & Support application </li></ul><ul><ul><li>Cases </li></ul></ul><ul><ul><li>Assignment Rules </li></ul></ul><ul><ul><li>Escalation Rules </li></ul></ul><ul><ul><li>Automatic Notifications </li></ul></ul><ul><li>Reports & Dashboards </li></ul><ul><ul><li>Cases by Type </li></ul></ul><ul><ul><li>Cases by Owner, Age </li></ul></ul><ul><ul><li>Cases by Priority </li></ul></ul><ul><ul><li>Etc </li></ul></ul>
    15. 15. The Solution – Support Application
    16. 16. The Solution – Release Management <ul><li>Minor Release (Daily/Weekly) </li></ul><ul><ul><li>Minimal data migration impact </li></ul></ul><ul><ul><li>NO integration impact </li></ul></ul><ul><ul><li>NO Training Required </li></ul></ul><ul><ul><li>Examples: new field value, field positioning, new related list, etc </li></ul></ul><ul><li>Major Release (Monthly) </li></ul><ul><ul><li>Additional Training Required </li></ul></ul><ul><ul><li>Significant GUI Change </li></ul></ul><ul><ul><li>Data migration and/or Integration impacts </li></ul></ul><ul><ul><li>Example: new app from the AppExchange, configuration with significant process changes, new initiative, new integration, new page layout, new custom object, etc. </li></ul></ul>
    17. 17. The Solution – Multiple Sandboxes <ul><li>Multiple Releases </li></ul><ul><li>Multiple Implementation Projects </li></ul><ul><li>Multiple Trainings </li></ul>
    18. 18. Results – Happy Customers <ul><li>Greater Visibility </li></ul><ul><ul><li>400+ closed cases since March 2007 </li></ul></ul><ul><ul><li>130+ user activation/deactivation cases </li></ul></ul><ul><ul><li>120+ enhancement cases </li></ul></ul><ul><ul><li>~65 cases closed per month </li></ul></ul><ul><li>Consistency and Control </li></ul><ul><ul><li>All new fields, values, etc. go through one process </li></ul></ul><ul><ul><li>Same process across offices and/or geographies </li></ul></ul><ul><li>Improved Coordination/Communication </li></ul><ul><ul><li>Weekly BUA, SysAdmin, Steering Committee meetings </li></ul></ul><ul><ul><li>Monthly release emails </li></ul></ul>
    19. 19. Imagine it. Learn it. Use it. <ul><li>Establish & Enforce Change Management Process </li></ul><ul><li>Define Roles & Responsibilities </li></ul><ul><li>Establish a Steering Committee </li></ul><ul><li>Leverage Service & Support Application for internal use </li></ul><ul><li>Coordinate Sandbox usage </li></ul>
    20. 20. Ilene LaBarbera Director, SFA [email_address]
    21. 21. All About ADP <ul><ul><li>INDUSTRY : Business Services </li></ul></ul><ul><ul><li>EMPLOYEES : 40,000 </li></ul></ul><ul><ul><li>GEOGRAPHY : Global </li></ul></ul><ul><ul><li># USERS : 7,000 </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Salesforce SFA, Marketing & Call Center, 15 downloaded AppExchange applications </li></ul></ul>ADP, with nearly $8 billion in revenues and approximately 585,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging more than 55 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine and recreational vehicle dealers throughout the world.
    22. 22. All About ADP <ul><li>Traditional Field Sales and Inside Sales selling: </li></ul><ul><ul><li>Core Payroll Services </li></ul></ul><ul><ul><li>Benefits </li></ul></ul><ul><ul><li>Time & Labor </li></ul></ul><ul><ul><li>401k, 529 saving plans </li></ul></ul><ul><ul><li>Workers Comp & Health Insurance </li></ul></ul><ul><li>20 business units spanning the globe </li></ul>
    23. 23. ADP Change Management – Key Challenges <ul><li>Key Challenges </li></ul><ul><ul><li>20 business units in one org </li></ul></ul><ul><ul><li>304 Record Types </li></ul></ul><ul><ul><ul><li>34 account, 42 opportunity, 31 contact, 41 lead </li></ul></ul></ul><ul><ul><li>259 profiles </li></ul></ul><ul><ul><li>500 account custom fields (maxed out) </li></ul></ul><ul><ul><li>2785 roles </li></ul></ul><ul><ul><li>88 System Administrators </li></ul></ul><ul><ul><ul><li>6 Center of Excellence </li></ul></ul></ul><ul><ul><ul><li>10 Integration/Development </li></ul></ul></ul><ul><ul><ul><li>20 Field Administrators </li></ul></ul></ul><ul><ul><ul><li>52 Various support roles </li></ul></ul></ul>
    24. 24. Change Management Steering Committee <ul><li>Change Management Steering Committee </li></ul><ul><ul><li>Corporate Center of Excellence </li></ul></ul><ul><ul><li>20 BU representatives </li></ul></ul><ul><ul><li>Quarterly Meetings </li></ul></ul>
    25. 25. ADP Center of Excellence <ul><li>Center of Excellence </li></ul><ul><ul><li>Team of 3 / End User Support, System Configuration, Data Loads </li></ul></ul><ul><ul><li>2 Relationship Managers </li></ul></ul><ul><ul><li>Change Requests </li></ul></ul><ul><ul><ul><li>Templates </li></ul></ul></ul><ul><ul><ul><li>Cases </li></ul></ul></ul><ul><ul><li>Communications </li></ul></ul><ul><ul><li>Auditing </li></ul></ul>
    26. 26. ADP BAM – The field adminstrators <ul><li>20 business representatives called “BAMs” </li></ul><ul><li>Business Application Manager </li></ul><ul><li>Quarterly Meetings </li></ul><ul><ul><li>Share Best Practices </li></ul></ul><ul><ul><li>Demo Solutions </li></ul></ul><ul><ul><li>Review Vendors </li></ul></ul><ul><ul><li>Collaborate </li></ul></ul>
    27. 27. ADP CoE Voice <ul><li>Newsletter – ADP CoE Voice </li></ul><ul><li>Tips & Tricks </li></ul><ul><li>Key Figures </li></ul><ul><li>Project Updates </li></ul><ul><li>Spotlight on BU </li></ul><ul><li>Releases </li></ul><ul><li>BAM sessions </li></ul>
    28. 28. Change Management – Types of Requests <ul><ul><li>Level I </li></ul></ul><ul><ul><li>Level II </li></ul></ul><ul><ul><li>Level III </li></ul></ul><ul><ul><li>Communicate, Approve, Execute, TEST, Deploy </li></ul></ul>
    29. 29. Level 1 Changes <ul><li>Level 1 </li></ul><ul><ul><li>Report Writing & Sharing </li></ul></ul><ul><ul><li>Dashboard Writing & Sharing </li></ul></ul><ul><ul><li>List View Writing & Sharing </li></ul></ul><ul><ul><li>Template Writing & Sharing </li></ul></ul><ul><ul><li>Managing Users </li></ul></ul><ul><ul><li>Mail Merge Documents </li></ul></ul><ul><ul><li>Useful Links </li></ul></ul><ul><ul><li>Products and Price Book </li></ul></ul>
    30. 30. Change Management Document
    31. 31. Level II Changes <ul><li>Level II Change </li></ul><ul><ul><li>Field Adds, Deletes, Changes </li></ul></ul><ul><ul><li>Assignment Rules </li></ul></ul><ul><ul><li>Custom Indexes, External IDs </li></ul></ul><ul><ul><li>User Profiles w/Modify All Data </li></ul></ul><ul><ul><li>New Record Type </li></ul></ul><ul><ul><li>Data Migration </li></ul></ul><ul><ul><li>Custom Development </li></ul></ul>
    32. 32. Level III Changes <ul><li>Level III Changes </li></ul><ul><li>Changes of this type focus primarily on areas of the application that impact other Employer Services as a whole, and require funding beyond budget of CoE or sponsoring BU. </li></ul>
    33. 33. Imagine it. Learn it. Use it. <ul><li>How to apply what you’ve learned when you get home </li></ul><ul><ul><li>Central Team to Manage Change Management </li></ul></ul><ul><ul><li>Templates, Standard Communications </li></ul></ul><ul><ul><li>Meet Quarterly to share ideas, best practices </li></ul></ul><ul><ul><li>Come up with guidelines and procedures for different Salesforce admin functions </li></ul></ul>
    34. 34. Your Imagination… Our Expertise…Your Success! <ul><li>Visit the Services Booth located in the Campground and … </li></ul><ul><li>Talk to an Expert! </li></ul><ul><li>Sign up for Your Free 20 min Success Clinic </li></ul><ul><li>Get a Free Successforce Services Shirt! </li></ul><ul><li>Meet with a Services Representative </li></ul><ul><li>Witness the Power of S-Controls! </li></ul><ul><li>Visit the Campground Theater </li></ul>“ Salesforce consulting expertise was critical to the delivery of the perfect solution for my company, providing complete business visibility and ensuring 100% user adoption. Moreover, they delivered on-time and under budget.”
    35. 35. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>
    36. 36. Vidya Balakrishnan Principal Consultant Alex de Santiago Director, Fusion Account Management Ilene LaBarbera Director, SFA QUESTION & ANSWER SESSION