Unleashing Salesforce Service &
Support: Wireless Use Cases
Track: Support II Advanced Strategies
Moderated by:
Ethan Alexander
Director, Salesforce Mobile
Bruce Krohn
Director of Field Automation – Industry
Solutions Group
Marty Trull
Mobile & Wireless Sales
Director
Dan Rudolph
Director, Product Marketing
Motorola Good Technology Group

Agenda
 Introductions
 Basics of Salesforce Mobile
 Let’s hear from our mobile experts on CRM/SSS
 Key success messages to take back to the office
 Product demos
 Your Questions

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
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looking statements, except as required by law.

Basics of
 Extend Your Salesforce, Many Custom
Objects and AppExchange Apps
 Eliminate the Connection Confusion
 Deployment and management is OTA
 Updates occur in the background
 Seamless online / online use
 Relevant Data for the Field User
 Admin can designate mobile
configurations based on field needs
KEEP IT SIMPLE = Success

Expect to capture field data in the field
 Integrated Search
 Look up customer information
 Contacts
 Activity History
 Assign tasks from the field
 Log emails and calls
 Enter activity information (right after meetings)
 Check orders (custom objects)
 Lookup nearby accounts (views)
 View Reports (phase 1)

5 Steps to Mobile Success
1. Carefully Plan Your Mobile Project
Understand the scope, use cases, and involve end users in objectives
2. Know your Device before adding applications
Keep it simple as field adoption is crucial
3. Training and Guidance can lead you through the jungle
Engage services / authorized mobile partners / education teams to laser
focus mobile success
4. Pilot the mobile users
Start Simple – it’s easy to go from 5 – 25 – 100 to … than all at once
5. Get feedback from the pilot group and provide enhancements along the
way to enable high user adoption and overall success

Bruce Krohn Dan Rudolph
Director, Product Marketing
Director of Field Automation – Industry
Motorola Good Technology Group
Solutions Group
WIN ME!

A Truly Global Company and Innovator
 2006 Revenue: $44.5B
 Market Leader and Globally recognized innovation
 Employees: 65,000+ in nearly ever country
 Patents: 21,000+
 R&D: Over $4B
 Recent Acquisitions:
 Symbol – Leader in rugged devices
 Good Technology – Leader in application / device management
 Salesforce Licenses: 1100+
 Key Uses by Motorola of SFDC:
 Contact, Lead and Opportunity Management
 Forecasting, Solution Builder
 Updating Field meetings
 Mobility Pilot

Key Take-aways Today
 Motorola has a wide variety of Devices for different types
of mobile users
 Secure access to personal, corporate data and
applications
 Motorola’s acquisition of Symbol and Good Technology
 Enabling complete management of devices, apps,
support of field users
 Want to learn more? All the technical details plus
multiple live demos at the Motorola booth 215

Solutions across multiple industries
Field
Wholesale Transportation Manufacturing Government Mobility
Healthcare
Distribution & Travel

For Example: A Day in the Life of Motorola
 Field Industry Person
 Daily objectives:
 Barcode
 RFID
 Signature Capture
 GPS Positioning
 Wireless Printing
 Update all my applications on the fly
 Example: Scanner for Today’s Session plus others

Top Considerations for Mobilizing Field Forces
1. Platform & device suitability and flexibility
2. Security
3. Management & Support
4. Application Mobilization
5. User Experience

1. Devices: Different Users Require Different Devices
CXO Sales VP
• •
Heavy Phone Use Heavy E-mail Use
• •
Light E-mail Triage Heavy Phone Use
• •
No Application Use Light App Use
IT Field
• •
Heavy E-mail Use Heavy App Use
Manager Service
• •
Heavy App Use Moderate E-mail Use
• •
Moderate Phone Use No Phone Use
13

2. Security: Remote Control of the Handheld
Centralized Policy
Definition and
Remote Enforcement
Enterprise
Password Control
Device Control
FIREWALL
Application Lockdown
Encryption
Remote Data Erase
14

3. Management: Over-the-air Software
Management
Setup and upgrades completely
No desktop software or cables
OTA
No need for IT to touch devices Distribute third party software (OTA)

3. Management: Troubleshooting and Support
Limited Visibility
Avoid ??? ????????????
End-to-End Visibility
Best
Practice

4. App Mobilization: Growing Number of Apps
Intranets
SFA
Database Custom
Custom
Service
Other
Firewall

5. User Experience: The Goal
18

Are You Ready for Rapid Deployment?
Marty Trull
Mobile and Wireless Solutions Sales Director
marty.trull@agilysys.com

 Founded: 1922
 Presence: North America, Asia, & Europe
 Headquarters: Boca Raton, Florida
 Nasdaq: AGYS
 Revenues: $900 million
 Employees: 900
 Certifications: ISO 9001:2000
 Motorola Premier Solution Partner
 1st US Business Partner to Sell and Install MSP Device Management
Solution
 Salesforce Seats used by: 500+
 Client Representatives, Project Managers, Team Leads, Management
 Lead Management, Forecasting, Tracking
 Multiple Industries
 Retail
 Hospitality
 Enterprise Solutions (IBM, HP)
 Government, Banking, Healthcare, Manufacturing, Distribution…

Key Components For Rapid Deployment
 DEPLOY:
Out-of-the-Box Rapid Mobile Device Deployment
 Devices can be up and running in 5 minutes anywhere in the world
 MANAGE:
Centralized Mobile Device OS Upgrades
 Enable the right applications for the various user groups
 Enable automatic updates of OS and application packages
 SUPPORT:
Remote Control of Mobile Devices
 Trouble shoot field issues
 Security in managing lost units

Results
 Initial Deployment
 Lower IT costs through quicker,
fault-free staging
 Faster ROI
 Upgrades and Patching
 Close security gaps fast
 Push applications to in-service
devices

MSP Components and Ecosystem
MSP
Console
EMS/NMS
Integration
(Tivoli, OpenView, …)
Mobility Services
Platform –
Lite
or
Mobility Services
Platform –
SNMP On Wireless
Enterprise MSP Agents on
Switches and Mobile Devices
Access Points

DEPLOY:
Out-of-the-Box Rapid Mobile Device Deployment
Significantly reduce
deployment costs.
Devices can be up and
running in five minutes.

MANAGE:
Centralized Mobile Device OS Upgrades
Schedule and automatically
update all mobile devices with
the latest OS patches and
upgrades quickly and easily.

SUPPORT:
Remote Control of Mobile Devices
Ability to take control of device
supports troubleshooting and
enables remote training.

Summary
 Manage Devices
 Manage Software versions
 Manage Data transfer
 Full over the air management
 Overall Results:
 Simplicity in field use
 Higher end user satisfaction
 Happier customers

Key Messages to Take Back to the Office Team
 Salesforce Mobile is available today to extend your Salesforce globally
 We can manage CRM / SSS data from the field
 Customization of Salesforce can be made to work for Mobile
 No matter your industry there are experts who can help deliver your
applications in field
 choose the device that best suits your field user
 enable better data management
 stronger follow up and closure
 complete system management
 Total end to end solution is in use by many customers around the world with
the right partner
 devices -> carrier -> software -> management -> support/service

Live Demonstration
Dan Rudolph
Director, Product Marketing
Motorola Good Technology Group

Next Steps: Motorola Booth 215
 Technical advice:
 Speak with Motorola Experts and Agilysys
 Peripheral equipment and application capture
 Trials can help
 Try Good Free for 30 Days
 www.motorola.com
 Stop by the booth to sign up today
 Multiple demos in the booth
 Q giveaway time……

Questions and Answers
Ethan Alexander
Director, Salesforce Mobile
Bruce Krohn
Director of Field Automation – Industry
Solutions Group
Marty Trull
Mobile & Wireless Sales
Director
Dan Rudolph
Director, Product Marketing
Motorola Good Technology Group

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