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 your organization. Turns out maximum efficiency isn't an oxymoron after all...

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Generation Automation: Using Workflows & Approvals to Increase Efficiency

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

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