Turning Customer Support from Cost
Center To Competitive Advantage
Presented by: Frank McCracken and Jay Noble of saaspoint

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.

Overview
 The Process of Creating Competitive Advantage
 What does Competitive Advantage Look Like in Salesforce
 Extending Salesforce to Field Service
 Measuring Support Effectiveness
 About saaspoint

Creating Competitive Advantage
 Marketing Department gathers and analyzes customer profile information and behavior to
create a promotional offer to increase individual customer revenue.
2. Marketing identifies
1. Collect customer
service/product the
profile information
customer is likely to
is collected through
buy
customer
interactions
In this case, the
customer has
chosen Phone
and Web-based
contact as his
4. Marketing inputs preference.
promotional information
and sets up trigger
-Buying Habits 3. Marketing creates a according customer’s
-Demographics promotional offer contact preferences.
-Contact Prefs
The next time the customer calls in or accesses the
self-service website, the promotion will be presented to him.

Creating Competitive Advantage
 Upon the customer’s next contact to customer care (via the self-service website), he is
presented with a promotional offer.
4. Order is
processed
and set for
3. Customer
delivery
decides to
1. Customer is
accept the
notified of
6.
promotional
special promos
Dispatcher
offer 7. Product
uses MFS
installed at
to check
customer
FSR
5. Data is tracked
2. Promotional site
availability
back to
offer is
and
Marketing,
presented to 8. Queue to
schedules
Customer Care,
the customer outbound
most
and Finance customer care
efficient
group for follow-
route
up satisfaction
$$$ survey and
potential up-sell.
The customer accepts the offer and the order is automatically scheduled for
delivery. The order is tracked and the outbound customer care group is
prompted to contact the customer for follow up and possible up-sell.

Creating Competitive Advantage
 CSR does outbound follow-up and successfully up-sells additional products or service.
Customer uses online-chat session with CSR to resolve inquiry.
1. Customer 5. Customer
2. Customer 7. Customer gets
Care calls calls
accepts the offer email with
customer to customer
and the Rep satisfaction
ensure care with
creates an order; survey.
satisfaction and billing
attempts up-sell question
4. After
receiving a
6. CSR
bill, the
resolves
customer
inquiry and
decides to
8. Data is tracked
closes
3. Data is tracked inquire about
back to Marketing,
“ticket”.
back to Marketing, a charge
Cust. Care, and
Cust. Care, and
Finance
Finance
CSR contacts customer for satisfaction and up-sell. Customer completes pop-
up satisfaction survey

What does Competitive Advantage Look Like in
SFDC (demo)
 Marketing develops customer profile information based on information
relevant to them
 Marketing campaign is developed with specific promotional offer for targeted
customer segment
 Upon next visit to the customer portal promotional offer is presented
 Customer accepts offer and places order online
 Metrics are gathered on campaign effectiveness and ROI
 Delivery is scheduled with customer and field service is notified via MFS
 Field service agent closes service request and workflow creates follow up
customer satisfaction call
 During customer satisfaction call agent makes an additional cross-sell offer
 Customer accepts offer and order initiated
 Billing inquiries can be handled via phone or self-service portal depending on
the customer preference. Additional offers can be made based on service
channel selected to motivate customers to use lower cost service
mechanisms

Measuring Support Effectiveness (demo)
 Out of the box dashboards to measure industry standard support metrics
 Total Cases Created – How many total cases were created?
 Total Cases Created by Agent – Who is creating cases?
 Total Open Cases by Agent – Who owns open cases?
 Contact Role Report – Show Cases with contact roles
 Cases with Solutions – Show cases that have attached solutions.
 Case History Report – What is the data history of my case fields?
 Solution List – What are the solutions for my organization?
 Solution History Report – What is the data history of my Solution Fields?
 Advanced support effectiveness metrics
 First call resolution rate
 Total time to resolution rate
 Resource allocation based on call volume
 Field service rep productivity

Key Take Aways
 Connecting functional silos with an easy to use technology
platform dramatically increases the effectiveness of each
department
 Gather information at each customer touch point to
increase revenue and lower costs
 Customer knowledge consistently accumulated over the
life of the relationship increases customer satisfaction and
overall customer lifetime value
 A 360 degree view of the customer will provide a
competitive advantage in your chosen marketplace

About saaspoint
 saaspoint is a global company with a seasoned team of executives and
consultants that have successfully solved companies’ sales marketing
and support challenges for over 10 years
 saaspoint has implemented all aspects of Salesforce.com functionality
in hundreds of companies around the globe
 saaspoint’s exclusive focus on Salesforce.com means we will help our
customers realize the highest possible value from the implementation
 saaspoint focuses on solving our customer’s sales, marketing and
support problems by combining deep technical and functional
expertise with industry leading application experience

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.

Contact Information
success@saaspoint.com
Denver
California
10475 Park Meadows
440 N. Wolfe Rd
Drive
Sunnyvale, CA
Suite 600
94085
Lone Tree, CO 80124
(408) 524-3104
(720) 279-2380
Ireland United Kingdom
Glenair, Priory Road Quatro House Frimley
Delgany Co. Wicklow Road
Ireland Camberley Surrey GU16
Phone: +353 (0) 1 201 7ER
7020 Phone: +800 66 33 62 63