Social Enterprise - Accelerating service provider profitability
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  • 1. Social EnterpriseAccelerating Communications Service ProviderProfitability and Growth /salesforce @dbilimoria64 In/dave-bilimoria
  • 2. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation maycontain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertaintiesmaterialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differmaterially from the results expressed or implied by the forward-looking statements we make. All statementsother than statements of historical fact could be deemed forward-looking, including any projections ofsubscriber growth, earnings, revenues, or other financial items and any statements regarding strategies orplans of management for future operations, statements of belief, any statements concerning new, planned, orupgraded 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 developingand delivering new functionality for our service, our new business model, our past operating losses, possiblefluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach ofour security measures, risks associated with possible mergers and acquisitions, the immature market in whichwe operate, our relatively limited operating history, our ability to expand, retain, and motivate our employeesand manage our growth, new releases of our service and successful customer deployment, our limited historyreselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Furtherinformation on potential factors that could affect the financial results of salesforce.com, inc. is included in ourannual report on Form 10-K for the most recent fiscal year ended January 31, 2012. This document and othersare 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 notcurrently available and may not be delivered on time or at all. Customers who purchase our services shouldmake the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumesno obligation and does not intend to update these forward-looking statements.
  • 3. Who Remembers This? September 2005
  • 4. Social Revolution: Social Eats the Web Social Network Usage Rest of the Web Usage 8 hours per month on social media2007 2008 2009 2010 2011Source: Comscore, “Top 10 Need-to-Knows About Social Networking and Where It’s Headed” December 2011
  • 5. Social Revolution: Social Networking Surpasses Email Social Users Email Users 1.9 users billion social 2007 2008 2009 2010 2011Source: Comscore, June 2011
  • 6. Social Revolution: Next Generation Devices Changing How We Access the Web Tablets Smartphones 1.8 Laptops Desktop billion mobile devices by 2014 2006 2007 2008 2009 2010 2011 2012E 2013E 2014ESource: Gartner Research, Smartphone, Tablet, and PC Forecast, December 2011
  • 7. Social Revolution: Products Now Connected to Social Networks 1.8 Billion 3.5 Billion Networked ProductsNetworked Computers Total of 5.3 Billion Connected Devices 2014Source: IDC Predictions: 2012 competing for 2020. December 2011
  • 8. Telecoms are heading for a massive crunch Bandwidth & Services Revenue Time
  • 9. What are the Strategies?
  • 10. Delight Your Employees and Customers in a Whole New WayEmployee Social Customer Network Social Network Social Collaborate Profile Market Work Service Extend Sell
  • 11. DemonstrationBen MetcalfeArchitect, Communications Industry
  • 12. Social Revolution: High Return for Social Enterprise Social Enterprise BenefitsSource: McKinsey & Company, “The rise of the networked enterprise, Web 2.0 finds its payday.” December 2010
  • 13. Grant BouchIT Director
  • 14. The eunetworks journeyPresented by: Grant BouchDate: May 2012
  • 15. Company Overview•  euNetworks is a European based bandwidth infrastructure provider (SGX: H23:SI).•  15 fibre based metro networks across Europe, with 13 operational.•  High capacity intercity backbone covering 37 cities in 9 countries.•  Capable of provisioning up to 15,000 fibres.•  Offering a portfolio of metro and long haul Ethernet and Internet Protocol services. © 2011 euNetworks . All Rights Reserved. 15
  • 16. Objectives from the business Friction Free Collaborative Acquisitions Future-Proof Platform © 2011 euNetworks . All Rights Reserved. 16
  • 17. What does that mean ? Customer Marketing Sales Delivery Billing Finance Service •  One source of information to update / report fromCustomers •  Globally supported application Partners Vendors •  Easy to access anywhere •  Support the business process end to end © 2011 euNetworks . All Rights Reserved. 17
  • 18. Architecture - 2012 Cloud Based Force.com Portals – Customer & Partner Telephony Marketing Purchase Contract CSD - Leads Orders Mgt Email Leased Customer Sales Billing Lines Service Teliris Inventory - NIM Server Farm Physical Servers Navision Network GIS Finance Systems Actively Decommissioned RemedySAP TG/ LNC Legacy Ellis - Other – TG Portal Tkt LNC Portal Inventory Vendors euN System © 2011 euNetworks . All Rights Reserved. 18
  • 19. Next challengesConstantly changing landscape but key next steps•  Extending the NIM data model•  Architecting and integrating to GIS•  eSignature / Contract Management•  Content management•  Data warehouse – accessing data on a broader basis -  Better reporting across SF-navision-GIS•  Be prepared for or to adapt / change as the business changes © 2011 euNetworks . All Rights Reserved. 19
  • 20. Overview of Benefits and ChallengesBenefits Challenges•  Rapid development meets •  Building out new functionality business needs whilst acquiring / integrating other companies•  Easy access to key data – broader business usage of •  Limitations on platform dashboards and reporting •  Resources who really know•  Fast results – e.g. integrated two platform companies in 6-9 months, built many applications •  Some things are not suited to platform•  Less in house support and maintenance •  GIS•  Less diversity of skill sets •  Licensing to support our diverse required (in house) user set across the business (the whole business are effectively users) © 2011 euNetworks . All Rights Reserved. 20
  • 21. Steve MannelGlobal Industry ExecutiveMedia & Communications
  • 22. State of the IndustryTwo Different Perspectives Operators want to Customers expect … differentiate with … … tailored products, … personalized and services and timely care at every devices on great interaction networks
  • 23. Industry built for (hyper) growth, but operating in a new reality (PwC) Post-pay and pre-pay bifurcation Doesn’t everyone have 4G? It’s all about the smartphone … and marketplace for me Smartphone data usage and network requirements growing faster than revenues Don’t market a mobile broadband lifestyle that’s capped Loyalty averaging 48 months, trending down How to differentiate beyond network, devices, plans and apps?Source: PwC, “No wires attached. Changes and trends in the North American wireless industry” March 2012
  • 24. Industry built for (hyper) growth, but operating in a new reality (ACN)Mobile device proliferationIncreased customer sophisticationNetwork commoditizationNew class of competitorBilling systems preventing agilityAccenture recommends a billingtransformation … ??Source: Acceture, “How Communications ServiceProviders Can Transform TelecomBilling Operations to Support aNew Convergent, Digital Business” March 2012
  • 25. But the social revolution has created a social divide.
  • 26. The Social Divide – Customers and Companies Your customers and What about employees are social. your company?
  • 27. The Social Enterprise Delivered
  • 28. Verizon Think Forward“The Social Enterprise …We are completely aligned.”Bob Toohey VES Quick Facts:President, •  Implemented in 14 weeksVerizon Business •  Consolidated 6 sales systems into one for first ever unified forecast •  Over 12k users in production •  Expecting over 80k Chatter+ users •  Over 2600 groups by March •  Accelerating “merge” of VzB, VzW and Terremark
  • 29. Rogers Loyal Customers Reserve the Hottest DevicesNRS Quick Facts: Implemented in 6 weeks Processed 22,000 orders in first 24 hours Processed 48,000 orders in first week Almost 1M page views on launch day Deflected +10Ks of calls to contact center7 Day Business Case: 48,000 orders * $55 ARPU * 12 Months = $31,680,00 Before competition had inventory available
  • 30. PANEL
  • 31. Don’t Forget to Submit Your Survey! Please stop by the registrationkiosks to complete your session surveys - Each survey returned enters you to win a £250 Apple gift card. Thank you!