Using the New Salesforce Customer Portal
for Customer Service
Support I: Becoming Customer Centric
Speakers
Mark Silber, IT Systems Architect, Qualcomm Incorporated
Mike Epner, SVP Worldwide Services and Support, Borland
Glenn Weinstein, Principal and Co-Founder, Appirio
Chet Chauhan, Customer Portal Product Manager, Salesforce.com

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New! The Salesforce Customer Portal
Drive Customer Loyalty and Reduce Cost
• Personalized Experience
• Advanced Self-Service
• Create and Share Custom Apps
• Expose AppExchange Applications
• Customize with Clicks and/or Apex

Mark Silber
IT Systems Architect
msilber@qualcomm.com

Background
Qualcomm Incorporated is a leader in developing and delivering
innovative digital wireless communications products and services based
on CDMA and other advanced technologies. Headquartered in San
Diego, California., Qualcomm is included in the S&P 500 Index and is a
2007 FORTUNE 500® company.
• INDUSTRY: High Tech
• EMPLOYEES: 11,000+
• GEOGRAPHY: Global
• # USERS: 890
• PRODUCT(S) USED: SFA, Service & Support, Customer Portal, Custom
Applications, AppExchange Applications
5

Business Challenges
 Not able to respond quickly to business
changes with existing on-premise solution
and externally facing support portal: 8-12
week release cycle
 Wanted a faster, lighter CRM solution with
more flexibility
 Provide better self-service capability to our
customers
 High total cost of ownership for ongoing
sustainability and low return on investment
 Divisions used CRM because they “had to”
not because they “wanted to”

Technology Challenges
 Reduce required CRM support infrastructure
needed to support numerous on-premise
CRM systems (40+ servers, 17 Virtual
Servers, 11 databases)
 Avoid monthly downtime for mandatory server
patches
 Costly replacement of unsupported hardware
 Difficult and expensive to upgrade to current
versions of on-premise CRM system
 Performance challenges with remote access
and global locations

Solution – New CRM and Customer Portal
 Service and support and customer portal in
QIS for QChat and BREW
 Service and support, sales force automation,
marketing, custom applications for QES
 Integration with internal business systems,
Cognos and planned integration with Oracle
ERP
 Migrated 130,000+ cases, and 100,000+ misc.
records including activities and attachments
Recent Deployment History
 23 days for QWBS CE, 55 users (1 analyst)
 2 weeks for QChat Service and Support with TIBCO integration (70 users)
 1 week for QChat Customer Portal (1 analyst)
 4 months for remaining QES - SFA, SSS, Custom Apps, TIBCO integration (200+ users)
 2 months for QIS BREW - SSS (200 users) & Customer Portal (1,500+ users)

Easy Personalization
 Different sets of customers can have
unique experiences on the portal –
without customization
 Home pages, case submission pages,
links and tabs can all be tailored towards
unique customer requirements
 Multiple record types drive unique
screen layouts to capture case details
 All configuration is done in Salesforce –
no new technology to learn and maintain
 Unlike most customer portal
technologies, the portal can be modified
in “real time” as necessary to meet
changing business requirements

Outstanding Results
 High user and customer satisfaction and
adoption
 Business now looks for new ways to leverage
Salesforce to solve business problems and
improve process – use it because “they want
to” – not just because “they have to”
 Ability to respond quickly to changing
business requirements
 Deployed first customer portal in 1 week;
Configuration not customization; “It took one person less than a
week to customize, brand, and fully
No on-premise infrastructure deploy the Salesforce Customer
Portal in production”.
 Retiring 40 servers and decommissioning 11 Mark Silber – IT Systems Architect
databases

Future Plans
 Continued deployments of Salesforce within
Qualcomm
 Deploy Customer Portal for QES
 Leverage the ability to expose custom
applications through the Customer Portal
 Deploy externally facing knowledge base
 Continue to leverage the platform to automate
“Salesforce Service and
and consolidate business processes Support gives us the ability to
react quickly to changes driven
by the business and to revise
 Additional integration to other business the app in minutes—not days
or weeks—using easy point-
applications, including ERP, using TIBCO® and-click capabilities.”
and web services
Mark Silber – IT Systems Architect
 Automated user provisioning

Mike Epner
SVP, Worldwide Services and Support
mepner@borland.com
Glenn Weinstein
Principal and Co-Founder
glenn@appirio.com

Background
Borland is a leading vendor of Open Application Lifecycle Management (ALM)
solutions – open to customers' processes, tools and platforms – providing the
flexibility to manage, measure and improve the software delivery process.
• INDUSTRY: Enterprise Software
• EMPLOYEES: 1,000
• GEOGRAPHY: Global
• # USERS: 974
• PRODUCT(S) USED: SFA, Service & Support, Customer Portal, PRM,
Eloqua

Customer Support – Key Challenges
 Business Challenges
• Unable to quickly customize legacy on-premise case tracking
application
• Unable to deliver a feature-rich customer portal
• Difficult to attract IT skills needed
• Customers, users and managers unable to generate reports
 Technology Challenges
• High annual maintenance fees
• High server operations costs

The Solution – SFDC Service & Support
 Migrated to Salesforce Service
& Support in 3 months
 Added SFDC Customer Portal 3
months later
 220 users – tier 1-3, managers,
admins, renewal reps
 Migrated 73,000 cases, 21,000 accounts, 37,000 contacts
 Extensive use of workflows, assignment rules, custom s-
controls, record types
 Email-2-case – 1,300 emails/week

The Solution – Customer Portal
 Migrated 3,000 users from
self-service portal
 Automated entitlement
checking against support
contracts
 Allows customers to submit
different types of requests
Bottom Line:
 A major improvement in Borland’s self-service customer
offerings
 Customers love it – survey results prove it

Customer Portal Administration
 Extremely similar to the rest
of Salesforce
 Page layouts, record types,
inline s-controls
 Users have profiles and roles
 Users update their own
profiles!
Administering the customer portal is as easy as maintaining any
other part of Salesforce

Portal Customizations
 Support contracts / entitlements
 Build to match Borland’s business model
 Customer portal enforces entitlements to cases and product
upgrades
 Case timeline
 Incorporates data from related objects
 Visible to customers via portal
 Reporting
 Customers can run basic case reports and analyze their
own metrics

The Solution – Deployment Details
 Global effort – team representation from Americas, EMEA, and
AsiaPac
 Handled like any major IT project –
 Formal requirements
 Traceability to test cases
 Defect tracking
 Go-live criteria
 1 Borland manager in charge, with final requirements approval
 Partnered with Appirio – team of 2 consultants + 1 principal
 Biggest challenges –
 Data migration rules & cleanup
 Reconciling support team’s customer data with SFA records

Results
 Significant cost savings (six figures annually)
 Support data easily accessible to sales reps
 Faster system performance in EMEA and AsiaPac
 Customization requests turned around in hours, not weeks
 Happier support engineers and customers

Live Demo: Borland’s Customer Portal

Appirio – Your Customer Portal Partner
 Former VP of Worldwide Support – Borland, webMethods
 Former support managers and directors
 Customer portal migrations and rollouts at –
 QUALCOMM
 Borland
 Several other salesforce.com customers underway
We fundamentally believe in the power of the Salesforce Customer
Portal to transform the user experience and drive traffic to your
website

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QUESTION & ANSWER
SESSION
Mark Silber
IT Systems Architect
Mike Epner
SVP Worldwide Service & Support
Glenn Weinstein
Co-Founder & Principal
Chet Chauhan
Customer Portal Product Manager