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Business Process Automation Made Simple: Introducing Visual Process Manager
 

Business Process Automation Made Simple: Introducing Visual Process Manager

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Gain some useful insight and information about the new features available in Salesforce to help you streamline your critical business processes. You'll hear from product experts how Visual Process ...

Gain some useful insight and information about the new features available in Salesforce to help you streamline your critical business processes. You'll hear from product experts how Visual Process Manager can help "spark" the automation of important business functions within your organization.

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Business Process Automation Made Simple: Introducing Visual Process Manager Business Process Automation Made Simple: Introducing Visual Process Manager Presentation Transcript

  • Business Process Management Made EasyIntroducing Visual Process Manager
    Administrators
    Peter Chandler: salesforce.com
    Steve Wood: salesforce.com
    Barry Newman: Saveology.com
  • Safe Harbor
    Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
    The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2010. This documents and others are available on the SEC Filings section of the Investor Information section of our Web site.
    Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • Today’s speakers
    Peter Chandler – Principal Consultant/salesforce.com
    Steve Wood –VP Product Management/salesforce.com
    Barry Newman – VP Information Technology/Saveology.com
  • Agenda
    What is Visual Process Manager/Flow
    Live Demo
    Saveology.com User Story
  • Key Terms
    Spark – business process build using Visual Process Manager
    Flow – salesforce.com’s upcoming (winter 11) release of Visual Process Manager as part of the overall workflow/approval offering
    Additional releases will enhance platform version/offerings
  • Visual Process ManagementMaking life easier
    Flow
    Page flow and dynamic forms
    Rule flow, actions and integration
    Drag-and-drop designer
    Approval Processes
    Record routing & approval
    Multi-user task management
    History logging
    Workflow Rules
    Activity monitoring
    Triggers
    Alerts & actions
  • What is Flow?The fastest way to design and deploy business processes
    Force.com Flow
    Form
    Decision
    Lookup
    Easy to learn/use
    Rapidly design your process
    Instantly deploy to the cloud
    Quickly adapt to business change
    No Hardware required
    Separate license required
    Sub Process
    Statement
    Question
  • How does Flow work?Page and rule flow in the cloud
    1. Draw the spark as they’d click it
    2.Save it
    3. They follow a wizard
    Bam!
    Flow does all the hard work:
    Manages
    data
    Generates
    documents
    Performs
    calculations
    Sends
    emails
    Integrates
    with systems
    Executes
    business rules
    Provides
    Forms
  • Common use cases for Flow
    Online
    Web self-service guides
    Trouble-shooting wizards
    Front office call center:
    Customer Support
    Inbound/outbound sales
    Order management
    Back office processing centers
    Insurance: claims processing
    HR: pensions
    Tax: invoice processing
  • Steve Wood
    VP Product Management
  • DemoA day in the life of Sarah, an insurance adviser…
  • Barry Newman
  • Topics
    Who is Saveology
    Why VPM
    How we use it today
    Plans for the future/Support
  • Who is Saveology.com?
    • Technical Support covering over 30,000 products
    • Residential, Business Plans
    • Over 50,000 Knowledge articles integrated with Salesforce
    • App available in the AppExchange for Call Center upsells
    • Provide consumers with valuable
    cost savings
    • Comparison shopping site for key home services
    • Satellite TV, High Speed Internet, Phone
    • Home Security
    • Others
    • 800 agents within 6 centers
  • Saveology.com Properties
  • Saveology Call Centers
    Call centers distributed throughout the US
    Variety of Products offered from a number of partners
    Training curriculum involves 2 week training class, two weeks hands on with coaches
    Goal:
    Reduce Training Time
    Increase Use of Consistent Messaging
    Improve Customer Experience
  • Why VPM
    Prior to VPM
    Call center was paper based
    Training was more difficult
    Agents used paper bound books for scripts
    Updates involved “addendums”
    Flipping through sections for rebuttals/FAQ
  • What we were looking for
    New Phone System
    New Call center platform
    Streamlined Approach
    What we found
    • Integrated All in one Platform – “The Hat Trick”
    • InContact
    • Salesforce
    • VPM
  • Call Flow
    Call Routed to Agent
    Common Customer Information
    Captured
    SF Lead Created Via Incontact
    VPM Script Pops
    Inbound Call
    Intro Script Determines Appropriate Path and sub script(Spark) based upon Incoming Phone Number
    Upon Sale Completion, Upsell/Cross sell Page offered
    FAQ/Rebuttals in VPM a “click” away
    Product offerings and checkout presented as Iframe embedded in VPM.
    Disclaimers and other information displayed for agent
  • Final Intro Script
  • CRM - Salesforce
    When a call comes in, the phone will expand and the Saveology Order Entry Instructions page will appear, then click the Start Call Introduction button
    When the call is delivered the agent will hear a whisper indicating the provider or campaign associated with the call.
  • Address is captured to determine the services available in the customer’s area.
  • All Rebuttals must begin with a transition statement: For example: I understand your concern, Test Lead, but…
  • Efficiencies Achieved
    Reduced Training time by 25%.
    Agents are on the floor taking orders and being productive faster
    Reduced talk time, ability to handle more calls, lower abandonment rate
    Higher QA Scores – Improved partner performance
  • Staffing/Resources
    Is this a business function or an IT function?
    Depends on your organization
    Started as Call center resource
    Moved to IT as requirements became larger and more system integration
    What skills are required
    Basic HTML
    Workflow Management
  • Future Plans for VPM
    Integrate with Knowledge/Content for SupportSquad Technical Support business
    Add Google Analytic tracking to determine script performance and improve
    Customer Service
    Roll out to our customer service staff for consistent customer service experience and scripting
    Refactor
    Update look and feel to more web 2.0
    Update flow for maintenance vs reusability
    Train business to manage scripts with new VPM Designer
  • Questions?
  • Resources
    Contact your salesforce.com AE for more information
    Helpful Links
    VPM page on salesforce.com site
    VPM datasheet
    Developerforce page for VPM
    Includes:
    Link to download Firefly Process DesignerArticles and presentations
    Product documentation
    7 tutorials for self directed training
  • D I S C O V E R
    Visit Customer Success Team at Campground
    the products, services and resources
    that help you achieve
    S U C C E S S
    Learn about how to win prizes including 10 iPads& more!
    Find us at the Customer Success Team area of Salesforce.com Campground at Moscone North
    Discover Training Learning Paths
    Meet Success Experts
    Learn about Customer Resources
    Experience Product Demos
  • How Could Dreamforce Be Better? Tell Us!
    Log in to the Dreamforce app to submit
    surveys for the sessions you attended
    Use the Dreamforce Mobile app to submit surveys
    OR
    Every session survey you submit is a chance to win an iPod nano!