Generation Automation: Using Workflows & Approvals to Increase Efficiency

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Workflow rules and approval processes are great tools to automate and streamline your key business processes. This session will focus on how you can capitalize on these tools to drive high value to …

Workflow rules and approval processes are great tools to automate and streamline your key business processes. This session will focus on how you can capitalize on these tools to drive high value to your organization. Turns out maximum efficiency isn't an oxymoron after all...

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  • 1. Generation Automation Using Workflow and Approval to Increase Efficiency
    Administrators
    Vaughn Abbey: salesforce.com
    Leyna Hoffer: Merrill Corporation
    Maggie Jolitz: VinSolutions
  • 2. 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 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 fiscal year ended April 30, 2009 and our other filings. These documents 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.
  • 3. How can you automate business processes in your company?
  • 4. Session Goals
    Mission: Show you the tools you need to automate key business processes in your company
    We will show you
    • Why Workflow matters to your business
    Our vision of workflow and approval
    How to automate your key business processes
  • 5. Workflow Rules
    Capture key business events with automated actions
    Email Alerts
    Tasks
    Field Updates
    Web Service Outbound message
  • 6. Approval Processes
    Simple and Sophisticated Routing to Automate Manual Approval processes
    Route to Manager
    Route to queues
    Dynamic Routing (Apex)
    Email approvals
    Parallel approvers
  • 7. Workflow is…
    Definition of a set of rules…
    Send email
    ~~~~~~~~
    ~~~~~~~~
    Update field
    ~~~~~~~~
    ~~~~~~~~
    Create task
    ~~~~~~~~
    ~~~~~~~~
    Send outbound
    Message
    ~~~~~~~~
    …for actions…
    …which pass documents,
    information or tasks…
    …among participants*…
    *participant = resource (human or machine)
    …to automate a business process, in whole or part.
  • 8. Where do Workflow and Approvals fit in?
  • 9. Workflow matters to your business because…
    ..when you…
    …you enable…
    …which helps you strategically…
    Define the processes
    critical to your business
    &
    rulesto automate
    those processes
    Reduce risks
    Improved Efficiency
    Process Improvement
    Better process control
    Flexibility
    Lower costs
    Improve Customer Service
  • 10. Salesforce.com workflow tools continue to evolve
    Graphical Approval Process Editor
    Personalized Email Alerts
    Richness of Workflow Offering
    Campaign Member Workflow
    Approval Email Settings
    Process Visualizer
    2011
    2010
  • 11. Write out the steps involved
    Identify the objects
    Map out the data flow
    Create the process in salesforce.com
    Measure and refine
    A guide to automate a business process
  • 12. Write out the steps of the process
    Case is entered for a Feature Request
    Email sent to the product manager
    The product manager prioritizes the feature request
    Release built into the roadmap
    Product manager sends release details back to the rep
    Details returned to the customer
  • 13. Identify the Objects
    Case is entered for a Feature Request
    Email sent to the product manager
    The product manager prioritizes the feature request
    Release built into the roadmap
    Product manager sends release details back to the rep
    Details returned to the customer
  • 14. Map out the Data Flow
    Case is entered for a Feature Request
    Email sent to the product manager
    The product manager prioritizes the feature request
    Release built into the roadmap
    Product manager sends release details back to the rep
    Details returned to the customer
  • 15. Create in Salesforce
  • 16. Measure and Refine
  • 17. Leyna Hoffer
    Merrill Corporation
  • 18. All About Merrill Corporation
    • Headquartered in St. Paul, Minnesota
    • 19. Founded in 1968 – 40+ years strong
    • 20. ~$1 Billion company
    • 21. More than 5,000 employees in 85 global locations
    • 22. From Europe to Asia to Australia and more
    • 23. Global infrastructure, local presence
    Company Logo Here
  • 24. All About Merrill Corporation
    • Main business segments
    • 25. Legal and Financial Transaction Services (LFTS)
    • 26. Marketing and Communication Services (MCS)
  • All About Merrill Corporation
    Implementation/Rollout highlights:
    • 303 Current Users
    • 27. Rollouts planned for 2011
    • 28. Canada
    • 29. International
    • 30. 350 Total Users
    • 31. Phased Rollout beginning 9/09 – 2/11
  • Customer and Prospect Data Locations
    Salesforce.com
    Eloqua
    Prospects
    API Synch
    Leads
    Leads
    Contacts
    API Synch
    Contacts
  • 32. Customer Contact Responsibility
    • Prospects
    • 33. Marketingcultivates those names with national campaigns designed to provide highly targeted, relevant materials, and ultimately drive response and conversions.
    • 34. Leads
    • 35. Marketing is ultimately responsible to ensure that each person in the leads module has touch points.
    • 36. Contacts
    • 37. All touch points are managed by the Sales Reps. Are limited to the number of Contacts they can have – based on Product Line and Manager’s discretion.
  • Rep-Entered Lead Routing - Workflow
  • 38. Workflow Demonstration
  • 39. Rep-Entered Lead Routing
    • Post Salesforce/Workflow
    Pre Salesforce/Workflow
  • 40. Sales Reps and Campaigns – Approval Process
    • Email Campaigns sent to < 250 Contacts, Rep is responsible to send on their own using:
    • 41. Campaigns
    • 42. Marketing Created Templates
    • 43. Segmentation criteria gathered on the Contact record
    • 44. Email Campaigns sent to >250 names, Eloqua Administrator deploys the Campaign
    • 45. Uses an Approval workflow in Salesforce.com to alert the appropriate Eloqua Administrator
  • Approval Process Demonstration
  • 46. Approval Process Diagram
  • 47.
  • 48. Thank You
  • 49. Maggie Jolitz
    VinSolutions
  • 50. All About VinSolutions
    VinSolutions is an industry-leading developer of Internet-based automotive specific CRM, Internet lead management (ILM) and Inventory Management software.
    • Headquartered in Overland Park, Kansas (Kansas City)
    • 51. Founded in 2006
    • 52. 672% growth over last 3 years
    • 53. 150 employees
    • 54. >10 Million in Sales
    • 55. Aug 2010 named the 33rd fastest growing software company in the US by Inc Magazine
  • Implementation Hi-lights
    • 120 Enterprise Users and 18 Platform Users
    • 56. Self deployed but later realized benefits of a consulting partner doing implementation
    • 57. 6 App Exchange objects
    • 58. 12 Custom Objects
    • 59. 2 API Interfaces
    • 60. 1 force.com sites
    • 61. Deploying Customer Portal Jan 2010
  • Company Structure- Sales
  • 62. Company Structure- Implementation
  • 63. Company Structure- Training
  • 64. Company Structure- Support
  • 65. Integrating Graphic Design Team into Projects
    Graphic Designers were not using Salesforce
    Emails were being sent for requests
    No visibility to volume of assignments
    No visibility to issues around design work
    No Quality Assurance process
    Customers complaining taking too long to get sites live
  • 66. Process Flowchart
  • 67. Object Layout
  • 68. Process Workflow – Request/Submit
  • 69. Process Workflow – Request
  • 70. Process Workflow – Request
    Hovers quickly get users to the related lists
    Custom Buttons
  • 71. Process Workflow – Request Comp
    Fields are auto-filled based on button selected
  • 72. Process Workflow – Email
    Email to Designer
  • 73. Process Workflow – Task
    New Task on Home Page
  • 74. Process Workflow – Field Update
    Field Update
  • 75. Process Workflow – Submit
    • User clicks on applicable button
    • 76. Form auto-populated
    • 77. Workflow sends email, assign tasks, updates fields
  • Approval Process
  • 78. Approval Process Setup
    Easy to setup – walks you through entire process
  • 79. Approval Process - Diagram
  • 80. Approval Process - Diagram
  • 81. Approval Process – Submit for Approval
    One Click triggers multiple actions
  • 82. Approval Process Actions > Send Email
    Email with details of New Design to Approve
  • 83. Approval Process Actions – Items to Approve
    Added to “Items to Approve” on Home Page
  • 84. Approval Process Actions – Field Updates
  • 85. Approval Process – Approve or Reject
    Approved
    Email Project Manager – Design Approved
    Field Update – Awaiting Customer Approval
    Rejected
    Email Designer– Design Rejected
    Field Update – Revisions Submitted
  • 86. Workflow/Approval Process Benefits
    • Increased Data Integrity
    • 87. Improved efficiency – less clicks, more productivity
    • 88. Increased visibility to assignments
    • 89. Approval Process addressed Quality Control issues
    • 90. Complete Visibility to Directors thru Dashboards and Reporting
  • Thank You!
  • 91. Summary
    Start using workflow and approval processes to automate and streamline your business.
    Automating business processes helps you to improve consistency, lower cost and reduce risk in your organization.
    Workflow is dynamic and not static, update your workflows to meet the changing needs of your business. Continually refine your automated business processes.
  • 92. Resources at your disposal
  • 93.
  • 94. Q & A Ask Questions, get expert answers
  • 95. 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!