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S A S002 Milburn 091707


Full session information and video available on

Full session information and video available on

Published in Economy & Finance , Business
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  • 1. Best Practices for Implementing Salesforce Service & Support Track: Support II: Advanced Strategies Mike Hogan, KI Janelle Susuras, Medtronic Navigation John Lieto, CT Corporation
  • 2. Safe Harbor Statement “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. 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. 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, inc. assumes no obligation and does not intend to update these forward- looking statements, except as required by law.
  • 3. Session Agenda  Introductions – Mike Milburn  Speaker Presentations  Mike Hogan, KI  Janelle Susuras, Medtronic Navigation  John Lieto, CT Corporation  Wrap up and questions
  • 4. Mike Hogan Regional Operations Manager
  • 5. All About KI KI is the 6th largest office furniture manufacturer, #1 in the college and university market. We are a just in time manufacturer that works directly with the end user to determine what their needs are and develop solutions to meet those needs. • INDUSTRY: Manufacturing • EMPLOYEES: 3,000 • GEOGRAPHY: Global • # USERS: 75 • PRODUCT(S) USED: Service & Support
  • 6. Case Study Template – Key Challenges  Business Challenges • Lack of visibility to customer service workload • No comprehensive database of activity • Minimal customer service metrics  Technology Challenges • Integration between systems • Account & contact information stored in multiple locations
  • 7. Case Study Template – Key Challenges, Cont.  Corporate Challenges • High Costs • Change management • Training logistics • Corporate wide acceptance
  • 8. Case Study Template – The Solution  How did we address these challenges? • Started small – pilot group and customer service only • Built familiarity when we could i.e. utilized Lotus Notes edition – minimize upheaval caused by change • Pilot exposed most issues/challenges – were able to address high % prior to larger roll out – reduced “glitches” Deployment Details *Service & Support Modules *75 Users *Lotus Notes, BPCS *Full day of training *Business Units affected: Sales operations directly & sales, Mfg & Transportation indirectly
  • 9. Implementation Strategies  How long did it take you implement?  Started in Jan. ’07 and totally implemented in May ’07 (less than 5 months)  Describe your project team  Executive sponsor, project manager, department manager, 2 administrators, training specialist, 7 project coordinators/CSR’s (actual pilot group)  Lessons learned?  Starting w/service & support instead of sales reps was highly effective – control use and minimize disruption  Piloting with a small group was critical – identify & fix problems  Pilot team became advocates during roll out
  • 10. Education  What was your education strategy?  trained 3 trainers (1 training specialist and 2 back up trainers)  Did you train an Admin?  Yes, 2 – critical as we needed changes ASAP  Lessons learned?  Involvement of training specialist during configuration of the system major plus – buy in
  • 11. Case Study Template – Results  What were the results? • We have been able to identify bottlenecks in communication, customer response times • Establish benchmarks for volume by coordinator • Easier to spread workload across the entire group • Visibility – KI set up a work queue which allows us to track workload and measure response time
  • 12. Sample Screen Shot
  • 13. Imagine it. Learn it. Use it.  How to apply what you’ve learned when you get home • Small, aggressive pilot team • Start small and grow – provide examples of success • Implement first in areas that embrace change • Integrate as much as possible – minimize duplicate entry of information & have a central database of customer information
  • 14. Janelle Susuras Senior Project Manager
  • 15. All About Medtronic Navigation Medtronic Navigation manufactures and sells large pieces of capital equipment in an extremely competitive environment. • INDUSTRY: Medical Device Manufacturing • EMPLOYEES: 400 • GEOGRAPHY: Global • # USERS: 200+ • PRODUCT(S) USED: Sales Force Automation and Service & Support
  • 16. Case Study Template – Key Challenges  Shift in product mix demands change in service management  Need solution that provides evidence of service value  Need to be able to dispatch, track and teport on 24Hr field response and problem resolution for each customer  Regulatory compliance  Growing need for MNav to access/share data globally & with partners  Functionality enhancements to legacy system either costly or not possible
  • 17. Case Study Template – The Solution  How did we address these challenges? • Case Management – parent & child cases • Integrated with SAP • Change in asset management Deployment Details Products implemented –Service & Support Service Users - 60 Integration points - 2
  • 18. Implementation Strategies  How Long did it take you implement?  5 months: June – October 2007  Describe your project team Medtronic Business Sponsor Engagement Manager Business Lead(s) Project Manager IT Project Manager Senior Business Analyst Senior Developer Developer Contractor – BA role Technical Architect Data Migration Architect Curriculum Developer Instructor
  • 19. Implementation Strategies – cont.  Lessons Learned?  Initial estimates may change so plan budget accordingly • Customization • New Requirements  Salesforce rollout is quick and aggressive  Run design and actual configuration by business leads throughout the project
  • 20. Education  What was your education strategy?  would develop training material  would deliver ‘Train the Trainer’ classes to business leads  Business leads will train other users and become ‘experts’ in their departments  Did you train an Admin?  We purchased 2 training classes  Lessons learned?  TBD
  • 21. Case Study Template – Potential Results  What are we hoping for? • Easier to use system • Better data accuracy & reporting • Regulatory compliance • Successful field dispatch • Ultimately a 360’ view of the customer
  • 22. Imagine it. Learn it. Use it.  Custom functionality vital to our project  Account specific asset & contact lookup  Ability to view contract status from case  Part 11 compliant long-text field audits  Enforcement of part association to cases  Utilizing CongaMerge (3rd party product) to enable complex reporting and emailing capabilities
  • 23. John Lieto Support Implementation
  • 24. All About CT Corporation About CT CT, a Wolters Kluwer business, provides intelligent software and service solutions that empower legal professionals to more effectively manage dynamic information, speed workflows and make critical decisions. CT is the market leader for corporate compliance and governance services and solutions, including solutions for managing statutory representation, corporate transactions, and jurisdictional and securities compliance; UCC products and services for corporate due diligence, secured lending, bankruptcy, and real estate, among other areas; matter management and e-billing applications, litigation support software, and electronic discovery; and innovative trademark research offerings. CT is based in New York City. For more information, please visit About Wolters Kluwer Wolters Kluwer is a leading global information services and publishing company. The company provides products and services for professionals in the health, tax, accounting, corporate, financial services, and legal and regulatory sectors. Wolters Kluwer has 2006 annual revenues of €3.7 billion, employs approximately 19,900 people worldwide and maintains operations across Europe, North America, and Asia Pacific. Wolters Kluwer is headquartered in Amsterdam, the Netherlands. Its shares are quoted on the Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. For more information, visit
  • 25. All About CT Corporation • INDUSTRY: Legal Services • EMPLOYEES: 1000 + • GEOGRAPHY: Global • # USERS: 300 • PRODUCT(S) USED: SFA, Service & Support
  • 26. Case Study – Key Challenges  Business Challenges • Lack of automation, lack of workflow automation • Existing tool not configurable without steep learning curve • Limited Escalation configuration • Lack of detailed Cycle time measurements • Aging Technology • Only Basic Reporting supporting (CVS file exports) • Lack of searchable Solution database • Lack of Customer Communication templates (e.g. status notifications)  Technology Challenges • Aging, un-supported Issue tracking Tool • Installed on non-supported NT Server • Lack of integration with Business Applications
  • 27. Case Study – Key Challenges, Cont.  Summary of Challenges • Aging, non-supported technology • High upgrade cost and lack of an easily configurable system • Lack of workflow automation and notifications • Service and sales organization cannot not access issues in legacy system which results in lack of issue visibility
  • 28. Case Study – The Solution  How did we address these challenges? • Case Management Implementation • Workflow configuration including e-mail notifications • Outlook Edition/Lotus Notes Edition (Email to Case) • Integrated with JDE One World (CT’s ERP system) • Created customized forms • Created Validation rules • Custom Reports and Metrics Dashboards • Standardized Customer Communication templates Deployment Details Case & Solutions modules 40 users Integration point – ERP system Training – instructor lead Business Units affected - CT Ongoing improvements – Workflow and Dashboard development
  • 29. Implementation Strategies  Overall strategy – Configure Salesforce for internal and external customer issue tracking with minimal IT involvement and with our support team serving as the resource pool.  Project duration - 2.5 months  Once the decision was made to use Salesforce, I assembled a team made up of folks from within our support organization. Team members were partially allocated, participating in project tasks along with their support responsibilities. I served as the project manager and configuration lead.  Due to the highly configurable nature of Salesforce, we were able to complete 95% of the work without our IT departments involvement.  Lessons Learned – This project was highly successful, for the technical help we did require, we needed to identify these tasks a bit earlier on (Customer and User data uploading)
  • 30. Education  Education strategy – Train the Trainer and Instructor lead sessions. Step by Step Training guide created  Did you train an Admin? Leveraged existing CT SF Administrators
  • 31. Case Study – Results  What were the results? • Improved Issue communications between Level 1, 2 and 3 support groups via improved workflow • Improved Cycle time measurements • Customer issues now visible to Sales and Service teams • Improved Issue documentation • More detailed knowledge base via integrated Solutions module • Ease of use • Ease of Issue entry via Email to Case • Improved Status reporting • Improved Reporting to Executives
  • 32. Case Screen Shot
  • 33. Dashboard Screen Shot
  • 34. Imagine it. Learn it. Use it.  How to apply what you’ve learned when you get home • Automate • Use E-mail notifications to automate Case Escalations • Promote ease of use and data accuracy by utilizing pick lists and field validation rules • Use E-Mail to Case • Centralize • Promote 360 degree view of customer by having the Sales, Marketing, Service and Support teams use tool • Store all Customer attributes, product spend and issues in SF • Implemented • Empower Support Knowledge workers to configure tool to their spec • Set aggressive timelines • Integrate • Integrate with ERP where possible, edit one place, have retrieve customer data
  • 35. Session Feedback Let us know how we’re doing! Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:  Overall rating of the session  Quality of content  Strength of presentation delivery  Relevance of the session to your organization Additionally, please score each individual speaker on: Overall delivery of session We strive to improve, thank you for filling out our survey.
  • 36. QUESTION & ANSWER SESSION Moderated By: Mike Milburn Principal Consultant John Lieto Senior Manager, Operations Support Janelle Susuras Senior Project Manager Mike Hogan Regional Operations Manager