Sales Reps in Outlook: Use Email Integration to Build a Single 360 View

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Leading sales organizations know that the best practice for requiring sales reps to change is not to. With Salesforce for Outlook, you can maintain up-to-date 360 views of your customer while requiring zero extra work from reps. Join us to hear from customers about their easy experiences with rolling out this critical integration.

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Sales Reps in Outlook: Use Email Integration to Build a Single 360 View

  1. 1. Sales Reps in Outlook?Use Email Integration to Build a Single 360 Customer View Ken Wakamatsu, Senior Product Manager at Salesforce.com Cody Royster, IS Manager at Intercall William Behr, Director of CRM at Gannett
  2. 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 product or service availability, 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, new products and services, 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-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures 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 presentations, 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. 3. Ken WakamatsuSenior Product Manager@kwakamatsu_sfLinked-in: wakamatsu
  4. 4. You Manage Customer Data in Two Worlds Salesforce Outlook
  5. 5. But These Worlds Are Not Connected Alt-tab Copy and Paste Extra clicks Waste of time
  6. 6. Disconnect Comes at a Price Your customer view CRM is incomplete You can’t get data when you need it Bottom line: You’re less effective at your job
  7. 7. Vision for a New Architecture: Salesforce for Outlook Simple Email Logging Set-it-and-forget-it Sync Painless Administration Make Outlook Better with the Cloud
  8. 8. Continued Adoption of Salesforce for Outlook
  9. 9. Cody RoysterIS Manager, salesforce.com Application atIntercall@CodyRoysterLinked-in: cody-royster
  10. 10. All About InterCall InterCall was founded in 1991 and today is the leading global conferencing solutions provider with products in audio conferencing, web coloration meetings, video conferencing, virtual events, and unified solutions. We have 4,000 of employees around the world and service over 80% of the Fortune 100 companies and the Fortune 500 companies.  We have been using salesforce.com for 8 years since 2004  We support 2,700 global users within our Salesforce application  For the past 3 years we have worked to define our Salesforce/Outlook integrations  Operated Outlook Connect for 2 years  Globally launching Salesforce for Outlook in the Summer of 2011  We manage two outlook configuration settings  Sales = add email and event syncing  Service = add email, event syncing, and add case
  11. 11. Sales in Outlook • Our goal is to create a 360 from Outlook to Salesforce natively • One configuration globally with one process globally • 980 sales employees | training & support | defined metrics
  12. 12. Adding Emails! Today we average thousands of emails per month from Outlook into Salesforce
  13. 13. Adding Emails! Task & Events Report Task & Events Report Created user = Tom Tumberland Name = Lucy Lu
  14. 14. Tracking Events! Average time spent with customers Number of meetings per employee Labor Cost per customer or per agent on Number of meetings meetings by customer
  15. 15. Tracking Events
  16. 16. Tracking Events RGO - Managed Growth Retention - Organic Growth Account Review/Contract Negotiation Activiation Meeting Cloud Profiler Finance/Billing Review Frist Meeting Follow Up Meeting Implementation/Roll-Out Product Demo Product Upsell Service Support/Training SLA/Operations Review
  17. 17. Tracking Events
  18. 18. Customer 360
  19. 19. William BehrDirector, CRM at Gannett@WBehr_Gannett
  20. 20. All About Gannett Gannett is a media and marketing solutions company with a diverse portfolio of broadcast, digital, mobile and publishing companies – 82 U.S. daily newspapers, including USA TODAY, that reach 12 million readers – 23 TV stations reach 21 million households, covering over 18% of the population – Local and national media organization web sites that reach 52 million unique users monthly
  21. 21. Gannet Sales & Communication in 1906
  22. 22. Fast forward to 2012….
  23. 23. Not Just A Man and His Wagon Anymore Field Field Sales VP PresidentOperations Sales Manager
  24. 24. Salesforce for Outlook to Gather and Process Data
  25. 25. In Just One Year We Are… Installed in ~75 Offices ~2600 users Syncing Over 1,000 Events a Week Syncing Hundreds of Tasks a Week
  26. 26. What’s Next for Gannet and Salesforce for Outlook? Step 1: Elevate usage across organization Customer Sales Field Ops Field Sales VP President Interactions Manager Tasks ✔ ✔ Events ✔ ✔ ✔ Emails ✔ ✔ ✔ Step 2: Leverage information in development of strategy
  27. 27. Ken WakamatsuSenior Product Manager@kwakamatsu_sfLinked-in: wakamatsu
  28. 28. Recurring Events in Winter ‘13
  29. 29. Side Panel Beta with Email Associations in Winter ‘13
  30. 30. Ken Wakamatsu Cody Royster William BehrSenior Product Manager IS Manager at InterCall Director, CRM at Gannett @kwakamatsu_sf @CodyRoyster @WBehr_Gannett @salescloud
  31. 31. @salescloud

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