Portal Mania
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Portal Mania

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Which portal is right for you? What considerations do you need to evaluate when developing your portal strategy? Every deployment is different. Join us to learn how easy it is to integrate your ...

Which portal is right for you? What considerations do you need to evaluate when developing your portal strategy? Every deployment is different. Join us to learn how easy it is to integrate your partners, resellers, and even customers into your critical processes to enhance visibility, increase collaboration, and help them join the conversation. It's portal mania, and it starts right here.

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  • This is the future view.Wouldn’t this be easier? Imagine if you had one place to look. You have one place where you can ask your question and find your answer. Coming up in Customer Portal is this exact capability. I will be able to pose my question to numerous places through one page. One interface. With a click my question can get posted to the user community, and to Customer Service. So, it posts a question to the community and opens a case with Customer Support. Your answer is now provided via the power of collaboration. A community member may provide an answer, or the customer service rep could provide one. Where is the collaboration? The rep has the ability to view any comments from the community and see if they need to provide a better answer. If they do, they then have the option of making their case comments in the public forum or by keeping them private. Now, as a customer service rep, I need to make sure the public answer is responded to. So I do that and select my answer as the best one and off I go.So that’s what’s coming up for Customer Portal… Now that we have that done, we can move onto Partner Portal
  • We can’t talk about Portals and Salesforce unless we include Partner Portal, which is available in Enterprise and Unlimited Editions. This product has great benefits for you and your partners. For you, it helps you with lead generation, and also helps to reduce partner conflict. With Partner Portal you have an easier way to be able to ensure that you don’t have partners working the same deals. Prior to this, if you were using something like an excel spreadsheet, that would have been harder to manage. We can also make our Partners more productive by giving them access to tools like Content so they have the right tools to help them sell for us. Of course, having all of our Partners working in our app, doing things like updating Opportunities gives us a better view into Channel performance.You may also be wondering if Partner Portal is customizable or brand-able. The answer to that is absolutely. And you may just see something like that from our presenters.
  • So, what’s coming for Partner Portal? In a word Chatter. This is really the next place we want to take PRM. We have the ability inside Salesforce but this will prove to be very beneficial to a lot of our Partners as well. We don’t have an exact release for this one identified but watch for it. Its on the way.
  • Contract execution: using EchoSign for online signaturesFax automation: using eFax for integrated inbox

Portal Mania Portal Mania Presentation Transcript

  • Portal Mania
    Administrators
    Darren Kemp: salesforce.com
    Amee Cooper: VMware
    Matt Brady: TransUnion
  • 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.
  • Darren Kemp
    salesforce.com
  • What are we talking about today?
    Portals Functionality Overview
    Implementation Approaches
    Approaches to Adoption
    Evolving Your Portal / Effective Change Management
    What’s coming your way?
    Q & A
  • Reality Check: What is a Portal?
    “A door or opening”
    “An opening in the walls of a building… and especially a grandentrance to an important structure”.
    “…IT deals with the use of computers to store, manage and communicate information quickly, efficiently and securely”.
    A portal is a gateway to your most important structure, your information.
  • Portals are everywhere!
    Web portals on the internet
    Multiple services/applications in a single site
    Enterprise Portals on company intranets
    Internal sites to access company resources (corporate directories, HR forms, vacation requests, helpdesk tickets, etc.)
  • Why are companies using portals?
    Reduce Costs
    Drive more interactions to the web
    Free up resources to focus on your top customers and partners
    Increase Revenue
    Provide an exceptional customer experience
    Increase collaboration with your partners
    Consistent and improved communication driving everyone’s SUCCESS
  • Salesforce.com Portals
    Customer Portal
    Self-Service Portal
    Partner Portal
  • Self Service Portal for Service & Support
    On demand self service
    Case Management and Knowledge Base/Solutions
    24/7 support offering
    Part of your overall customer experience and web offering
    Included with Professional Edition and above
  • Customer Portal for Support and more…
    Web 2.0 for the next generation
    Advanced Case Management and Knowledge Base/Solutions
    Exposure of custom objects and applications
    Full customization features: Apex, mashups, web tabs, VisualForce
    Support of multiple customer portals, account hierarchy & sharing rules
    Customizable home page and branding
    Personalized customer experience
    Available in Enterprise and Unlimited Editions
  • What’s Coming for Customer Portal?
    Ex.: Solving Problem Now
  • What’s Coming for Customer Portal? Ex.: Solving Problem with one Flow
    One Flow for Questions and Cases. 
    One Flow that integrates Community and Customer Service. 
  • Partner Portal for Channel Effectiveness
    On demand Partner Relationship Management
    Collaboration with your top partners
    Lead generation, accounts, opportunities and documents
    Greater insight into channel performance
    Reduce Channel Conflict
    Increase Partner Productivity
  • What’s Coming for Partner Portal?
  • Summary: Salesforce.com Portals
    Please contact your Account Executive for detailed features and pricing.
  • Amee Cooper
    ManagerAdoption, Change Mgmt, & TrainingField Automation and Services Team
  • Who We Are
    VMware (NYSE: VMW), the global leader in virtualization and cloud infrastructure, delivers customer-proven solutions that significantly reduce IT complexity and enable more flexible, agile service delivery. VMware accelerates an organization’s transition to cloud computing, while preserving existing IT investments and enabling more efficient, agile service delivery without compromising control. With more than 190,000 customers and 25,000 partners, VMware helps organizations of all sizes lower costs, preserve freedom of choice and energize business through IT while saving energy—financial, human and the Earth’s.
    • Founded 1998
    • Employees: more than 8,200
    • 2009 Revenue: $2 billion, 5th largest infrastructure software company
    • Market Category: Virtualization and Cloud Infrastructure
    • Products Used:
    • Deployed: PRM, CRM
    • Deploying: Service Cloud
    • Current Partner Central Usage: 25,000+ Partners, 2,000+ Internal Users
  • Desire to Improve Ease of Doing Business with VMware
    • 275% growth in Partners from prior year
    • Corporate Initiative to re-launch Partner Programs
    • Flexibility to meet yet unchartered needs
    • Business Driven Project
    • Ease of Administration
    • Reliability
    Why we needed a new portal vendor
  • Our Vision: Improve Ease of doing Business with VMware
    “One Stop Shop”
    Integrations with Oracle EBS, BI, CCI
    Personalized, Targeted Content Delivery
  • Our Implementation Timeline
    2009
    Q1
    Q2
    Q3
    Q4
    Phase 1
    Partner Accounts
    Partner Users
    Partner Programs
    Partner Locator
    Content
    Custom Group Administration Solution
    Reports / Dashboards
    Integrations / SSO
    Learning Mgmt Solution
    Partner Rebate Payment Application
    MDF, Leads, OppReg (Legacy Solution)
    Downstream Back office Applications
    Phase 2
    Leads
    Opportunity Registration
    Additional Reports / Dashboards
    Integrations / SSO
    MDF
    Reporting DBs
    Marketing Generation Tool
    Partners: 22,000 Partner Users: 128,000 Internal Users: 2,000+
    Winter ‘09
  • Our Solution: SFDC Partner Portal
    Tabs displayed based on Program, GEO, Individual
    Content is managed and delivered via custom solution
  • Our Solution: “One Stop Shop”
    Partner University links to Learning Mgmt Solution
    Look and Feel is supported throughout Portal – whether SFDC or other Application
  • Our Solution: SFDC Sites
  • Our Solution: SFDC Cases
    Partners can log a Support Case from Portal
  • Key Success Factors / Lessons Learned
    • Senior Management support and participation
    • Partner Participation should be throughout the entire Project lifecycle
    • Keep objective foremost in mind
    • Select System Integrator expertise specific to needs
    • Keep it simple
    • Build excitement with realistic expectations
    • It takes a village…
  • Adoption / Feedback
    • 75%Increase of logins by Partner Users
    • Partner participation in education, benefits, entitlements, and program promotion increased dramatically
    • Partner quotes:
    • The new Partner Central is the best vendor website / tool to date.
    • To the guys that designed the new Partner Central. That search engine with filtering is priceless.
  • Change Management Lifecycle
    Execution
    Submission
    Qualification/Prioritization
    Project(s)
    Project(s)
    Maintenance
    Releases
    (Bugs, Quick Wins and
    Minor Enhancements)
    Business Strategy Drivers
    Support & Maintenance Track
    Field
    Ops
    Teams
    Weekly/bi-weekly releases
    Enhancements
    or
    Ideas
    Qualification Process
    Production Issues
    Project(s)
    Project(s)
    Project Track
    Project SDLC
    Quarterly/major releases
  • SFDC Eco-System Evolution
    July 2009
    Partner Central – Infrastructure, Programs, Partner Locator
    November 2009
    Partner Central – Entitlements
    May 2010
    Sales Force Automation
    COMING SOON: Spring 2011
    Services & Support
  • Matt Brady
  • Who We Are
    TransUnion is a global leader in credit and information management. For more than 30 years, we have worked with businesses and consumers to gather, analyze and deliver the critical information needed to build strong economies throughout the world.
    • INDUSTRY: Financial Services
    • EMPLOYEES: 3,000
    • GEOGRAPHY: Global
    • #USERS: 625
    • PRODUCT(S) USED:
    • Sales Cloud (Marketing, Sales, Analytics, Workflow)
    • Service Cloud (Call Center, Customer Portal, Email, Partner Portal, SF-to-SF, Community)
    • Custom Cloud (Apex, VisualForce, Sites, Content, numerous custom applications)
  • Streamline Customer Registrations
    Business drivers:
    Allow applicant to sign agreement packet electronically
    Simplify applicant process to submit paper documents
    Solution options:
    Manual / In-Person
    Mail / Fax
    Online / Electronic
  • Applicant portal
    Customizedstyle sheet
  • Applicant portal
    Dynamiccontent
  • Applicant portal
    Multi-page “wizard”
  • Applicant portal
    Fieldvalidations
  • Applicant portal
    Loopinglogic
  • Applicant portal
    Gatedprocess
  • NEW
    Applicant portal
    Efficientchoices
  • NEW
    Applicant portal
  • NEW
    Applicant portal
  • NEW
    Applicant portal
    Expedited response
  • NEW
    Applicant portal
    No morefax machine!
  • NEW
    Internal CRM
  • NEW
    Internal CRM
    ExternalServiceIntegration
    Automated Signature Tracking
  • NEW
    Internal
    CRM
    Integrated Document Storage
  • Streamline Customer Registrations
    Direction:
    Enhanced Customer Portal with online signature tool
    Converted fax machines to online fax accounts
    Lessons Learned:
  • Streamline Customer Registrations
    Results
    Sales: cycle times, visibility
    Operations: centralized, robust
    IT: capacity, focus
    1 week
    1 week
    1 week
    1 week
    14 days
    >50% reduction
    $75K -- $200K savings
  • Question & Answer
    Darren Kemp
    Principal Support Account Specialist
    Amee Cooper
    Director - Sales Automation - SFA / CRM
    Matt Brady
    Director - Sales Automation - SFA / CRM
  • Describe the different Portal Offerings
    Plan, Plan, Plan
    Empower your users
    Evolve your Portal
    Gear up for what’s coming!
    Key Take Aways
  • 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!
    Discover Training Learning Paths
    Find us at the Customer Success Team area of Salesforce.com Campground at Moscone North
    Meet Success Experts
    Learn about Customer Resources
    Experience Product Demos
  • Portal Mania
  • 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!