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S B C002 Chauhan 091707

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Full session information and video available on successforce.com.

Full session information and video available on successforce.com.

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  • 1. 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
  • 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 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.
  • 3. 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
  • 4. Mark Silber IT Systems Architect msilber@qualcomm.com
  • 5. 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
  • 6. 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”
  • 7. 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
  • 8. 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)
  • 9. 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
  • 10. 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
  • 11. 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
  • 12. Mike Epner SVP, Worldwide Services and Support mepner@borland.com Glenn Weinstein Principal and Co-Founder glenn@appirio.com
  • 13. 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
  • 14. 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
  • 15. 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
  • 16. 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
  • 17. 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
  • 18. 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
  • 19. 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
  • 20. 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
  • 21. Live Demo: Borland’s Customer Portal
  • 22. 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
  • 23. 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.
  • 24. 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