What to Know When Going Mobile
Sales I: Pipeline Basics
Moderated by:
Ethan Alexander
Director, Salesforce Mobile
Mireille Gotsis
Director, Industry Solutions| Business
Data Services
Ryan Klein
Relationship Manager /
Salesforce.com Admin
Shanna Alvarez
CRM Administrator

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Today’s Agenda
 A couple basics on Salesforce Mobile
 Let’s hear from our experts and customers
 Live Demos
 Top 5 “I wish I had know... before going Mobile”
 Your Questions

Puts Your Sales force to Work Where Your Team Works
On the Web … and … on the Road
Sales professionals on the road but Real-time access to data when
data is locked away on web browser needed with BlackBerry, Palm, WM5
and Apex Mobile

Works on the Latest Mobile Devices
BlackBerry Windows Mobile 5 / 6
Palm Treo
Pocket PCs
We do not currently support WM5
Smartphones like Motorola Q, HTC Dash,
BlackJack

at&t Mobility
Mireille Gotsis
Director, Industry Solutions| Business Data Services
Mireille.gotsis@att.com

A Day in the Life of a Sales Representative
Waiting
11%
Selling
26%
Other
Administration
11%
Sales
Administration
16%
Travel/Waiting
21%
Sales
Preparation
16%
Note: Yankee Group speaks frequently to sales representatives. This data is a representation of the average day for many representatives.
The total does not equal 100% due to rounding.
Source: Yankee Group, 2007

Mobility within the Sales Process
LEAD GENERATION
PR
OS
CA ING &
ING
PE
ST
CT
FO PORT
ING
RE
RE
Mobility Enhances
EVERY Stage of
N
the Sales Process!
TIO
CA
CL
IFI
OS
AL
E
QU
NEGOTIATION

SFA: Typical Pre-Wireless Process
Sales Order Quote & Commit
N
Sales rep
Customer Rep returns Customer
returns to office Rep provides
asks for a to customer approves
and gathers quote
quote site quote?
information
Product, price and
Y
inventory database
Rep gathers Rep Is order Inventory
Rep locates Rep returns
information Rep submits
completes form
Y committed
order form to office
from customer order
paper order complete?
to order
about order form
Rep confirms
N
information with
customer
N
KEY
TIME INTENSIVE/DELAYED Rep updates Does rep Rep notified
have
form with
Y to complete
information?
correct
ERROR PRONE form
information

SFA: Typical Post-Wireless Process Sales order quote & commit
Sales Order Quote & Commit WITH wireless
Eliminate process steps by
combining tasks (e.g., quote
and order in one visit)
Improve order accuracy
XX
N
Capture customer info (e.g.,
signature) electronically to
Sales rep
Customer Sales rep reduce processing costs
Rep returns Customer
returns to office Rep provides
returns to office
asks for a to customer approves
and gathers quote
and gathers
quote site quote? Faster order placement results
information
information
in happier customers and
increased sales volume
Product, price and
Y
inventory database
X XX Rep gathers Rep Is order Inventory
Rep locates Rep returns
information Rep submits
Rep locates completes form
Y committed
order form to office
from customer order
order form paper order complete?
to order
about order form
X Rep confirms
N
information
information with
with customer
customer
X XX
N
KEY
Does rep
TIME INTENSIVE/DELAYED Rep updates
Rep updates Does rep Rep notified
have
have
form with
form with
Y to complete
information?
information?
correct
correct form
ERROR PRONE
information
information

Wireless ROI
Mobility solutions deliver a real ROI for your sales force
Inc re as e Re ve nue s
Impro ve Pro duc tivity Reduce Costs
15% Decrease in Support
20% Increase in 10-15% Increase in
& Administrative Costs
Sales Visits Average Order Size
Average Order Size
Support & Admin $
Yearly Sales Visits
$100K
300 $1150
$1000
$85K
250
Before After Before After Before After
10% Savings in Sales 20% Decrease in
Management Admin Time Yearly Mileage
 Source:
120 5000
Weekly Admin Time
Yearly Mileage
Fisher Scientific - VP Sales
108
4000
CDW- Regional Sales Director
AmerisourceBergen- VP
Supply Chain Cardinal Health-
VP Distributor Relations
Before After Before After

Mobile Application Do’s and Don’ts
 Do
• Involve business partners early on
• Selectively choose what data and functionality to mobilize
• Take an incremental approach
• Change development paradigm for mobile devices
• Plan for future integration
• Incorporate mechanisms for gathering metrics
 Don’t
• Expect your mobile view to be the same as your web experience

Allstate Financial
Ryan Klein
Relationship Manager / Salesforce.com Admin
ryan.klein@allstate.com

Allstate Financial
Allstate Financial is a major subsidiary of The Allstate Corporation. The Allstate
Financial group of companies offers a broad array of personal financial products
and services through multiple channels
• INDUSTRY: P&C Insurance / Financial Services
• EMPLOYEES: 70,000 (Total) / 3,100 (Allstate Financial)
• GEOGRAPHY: Primarily United States
• # Salesforce USERS & Mobile Users: 275 & 30
• PRODUCTS USED: SFA, Salesforce Mobile, Multiple AppExchange
Packages, Apex Data Loader, Excel Connector, Others

Why We Needed Salesforce Mobile
 Disconnect between field and home office
 Field users would print out daily spread sheets
 When change happens, nothing happens
 Information and follow up was delayed until the
Sunday night data dump party into Salesforce
 Rushed process
 Lost details
 Confused follow up

Success!
 Salesforce Mobile and the at&t Blackberries:
• Improved quality of entered data
• Downtime is now productive time
• We Have Real-time access to sales data
• Internal and external teams are now synchronized

User Response to Salesforce Mobile
 “Thank you for giving me my Sunday back!”
 “I seriously love having the technology.” from a very
basic user to a near expert in usage
 “My 2:00 cancelled. I used the custom view & specific
data fields we created to find someone in the same
city. I called and got the appt. My first success story!”
 “I booked 2 appointments in the 4 hours I’ve been
using it”
 “Salesforce.com on my Blackberry makes me
omnipotent to my producers”

How We Were Successful
• Executive buy in is KEY
• Find a tech-friendly pilot group to gather pre-rollout feedback
• Choose your device based upon field needs
• Mobile and web are very different experiences – expectations are
important to share with field
• Keep it simple – work within device and field user capabilities of
Salesforce
• Train the field
• Solicit feedback whenever possible
• Find, develop, and nurture your evangelists
• Review & submit new ideas for enhancements via the IdeaExchange
(http://ideas.salesforce.com/popular/mobile)

Shanna Alvarez
CRM Administrator
ShannaAlvarez@bayviewfinancial.com

Bayview Financial, L.P. is a multi-billion dollar, full-service mortgage finance
company. Bayview and its subsidiaries deliver a wide array of products and
services, including the purchase of residential and commercial real estate loans,
the origination of small-balance commercial real estate loans and the provision of
1031 exchange services to real estate investors. Bayview is one of the largest
financial institutions headquartered in Florida.
• INDUSTRY: Mortgage Finance Company
• EMPLOYEES: 2,300
• GEOGRAPHY: National
• # Salesforce USERS and Mobile Users: 35
• Salesforce Products in Use: SFA, Salesforce Mobile, Adoption Dashboards,
Sales Dashboards, Excel Connector

Key Challenges Driving Mobile
 Business Challenges
• Poor data quality and consistency
• No ability to mine data and lead generation
• No remote access
• Lack of automation
• Lack of real time access to data for both inside and outside
reps
 Technology Challenges
• Data uniformity
• Remote access
• Data security

Requirements - Benefits
 Key Requirements
• Support mobile sales team
• Consistent uniform data entry
• Executive visibility
• Tighter control over outside sales
 Key Benefits
• Consistent data
• Accessibility
• On-demand pipeline visibility

The Solution(s)
 How did we address these challenges?
• Implemented Salesforce Mobile solution
• Automated lead generation and distribution process
• Customization to capture all pertinent field meeting
details
• Implemented email campaigns
• Implemented work flows, email alerts, and
notifications

Results
 What were the results?
• Accessibility
• Improved business processes
• Improved customer and market intelligence
• Improved lead conversion ratios
• Improved customer service per quarterly customer
service surveys
• More transparency and vision into our customers

Field Reaction and Live Bayview Financial Demo
 ‘Salesforce mobile allows me to be remote and still
feel like I’m in the office, it’s great!’
 ‘It’s just convenient.’
 ‘It’s changing the way we do business.’
 Key Field Uses and Let’s Show you Demo:
 Call logging
• Email and Phone calls
 Appointment Scheduling
 Checking Activity History

Thank YOU!
Shanna Alvarez
Salesforce Administrator

What I wish I had Known……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 usability is crucial and get functions you need
3. Training and Guidance can lead you through the jungle
Our services / authorized partners / education teams can really help
guide your team to success
Is the web view the same as the mobile device view? Nope
4. Pilot the mobile users
Start Simple – it’s easy to go from 5 – 15 – 35 - 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 field success

How to Follow up
 Talk with our mobile customers in at&t booth
 Live demos on multiple mobile device options
 Sign up for a free device
 Talk to your AE about Mobile for your company
 Take your knowledge back to your team to enable
your field and home office success

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THANK YOU
Your Questions and our best Answers
Mireille Gotsis
Director, Industry Solutions| Business
Data Services
Ryan Klein
Relationship Manager /
Salesforce.com Admin
Shanna Alvarez
CRM Administrator