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Hello
Boosting your Business with Salesforce.com
7th November 2013
Introduction
agenda

Key Note
Sales Cloud
Service Cloud
Engaging a Salesforce Partner
at a glance
Tquila by the numbers

4

167

+311%

14

KEY GEOGRAPHIES: UK,
GERMANY, INDIA & JAPAN

REVENUE GROWTH
2011/201...
why
we’re
different

OUR COMPANY

10%

SALESFORCE
OWNED

TECHNICAL LEADERSHIP

230+

MAN-YEARS OF
SALESFORCE
EXPERIENCE

U...
how we help
Companies leverage value

Integration with complex back-end systems
Help create better insight
Help you make b...
Become a Customer Company
Connect with your customers in a whole new Way
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
Small businesses are driving the economy

13+Million
People in the
UK
And delivering great experiences is paramount

69%
Source: Accenture, “Defining Customer Experiences that Enable High Perf...
But small businesses already have their hands full

Driving
growth

Managing
Scale

Keeping Up
Daily Operations
How can small businesses deliver engaging
customer experiences AND grow your business?
Become a Customer Company: Connect with Customers and
Grow Your Business With Salesforce

Connected
Employees

Connected
P...
Our Mission:
Cloud Computing Driver, Catalyst and Evangelist

Mainframe

1960s

Client/Server

1980s

Enterprise
Cloud Com...
Our Cloud Technology Is Unlocking Amazing Value

Fast
Auto
UpgradesScalable

Easy
No
HardwareNo
Software

Open
Any DeviceD...
#1 in Cloud Computing and Customer Relationship Management

#1

World’s #1 CRM
System

#1

Innovation
2011, 2012

#1

#1

...
Expanding Our Presence in Europe

Salesforce European Data Centre
Signed Agreement with NTT
Support for Our Fastest Growin...
A Technology Revolution

Mainframe
Computing

1960s

Mini
Computing

1970s

Client Server
Computing

1980s

Cloud
Computin...
Customer Revolution
Social
Apps

Mobile
Cloud

Community
Trust
Social & Mobile Revolution
Reach customers and connect employees anywhere
Listen & respond to every conversation on any ne...
Apps & Community Revolution
Empower customers, employees, partners
Empower users to take action on their own terms
Build C...
Cloud & Trust Revolution

Salesforce.com: #1 Enterprise Cloud Vendor
$111 Billion Industry in 2012
Trusted by businesses o...
Customer Companies deliver real results
Just ask our some of our customers
Connect Your Sales Team with the World’s #1 Sales Application
Sell as a Team with the Sales Cloud
Hard to Sell as a Team if Sales Process is Broken

Not Enough
Pipeline

Not Enough
Time Selling

Underperforming
Reps

Lim...
World’s #1 Sales Application

Close more deals to grow your business
Grow Your Revenue in the Sales Cloud

Cloud

.

Mobile

.

Social

+28%
Grow
Pipeline

Increase Sales
Productivity

Improv...
Grow Pipeline
Find and Connect to New Customers Faster
Get more and better leads directly
inside Salesforce
Accounts and contacts in one...
Increase Sales
Productivity
Sell Anywhere on Any Device with Salesforce Chatter
Mobile
Stay productive on the go
Connect and collaborate with your
tea...
Improve Rep
Performance
Automate Sales Processes
Help your reps take the
right actions at the right time
Business process design with
drag & drop ...
Extend the Sales Cloud with the AppExchange
Transform your business with
powerful apps
1,800+ cloud & mobile apps
Solution...
Complete
Insight
Drive Sales Performance with Real-Time Dashboards

Get a complete picture of your
business at a glance
User-built dashboar...
Grow Your Business Along Every Major Metric

+36%
Sales
+26%
Win

+38%
Lead

+45%
Forecast
Accuracy

Conversion

Productiv...
Become a Customer Company
Connect with Customers to Deliver Amazing Service Everywhere
#1 in Cloud Computing and CRM
Customer Success

+37%

Customer
Satisfaction
Expectations of Customer Service Have Changed

1980s
Phone

1x

1990s

2000s

Today

Multi-Channel
Web Self-service

Socia...
Is Your Service Built for the Social and Mobile Era?

Can your customers
connect with you
anytime, anywhere?

Do your agen...
Introducing the #1 Customer Service Solution

Transform Your Customer Service
with Service Cloud

Delight Your Customers
E...
Delight Your Customers Everywhere
Increase satisfied self-service
resolutions & build loyalty
Meet customers where they ar...
KLM Reinvents Customer Service with Social
Part of $24B European airline
60 Agent Social Media Engagement Hub
Social Profi...
Turn Your Agents into Superheroes
Give agents the tools to be fast
and effective
Reduce swivel chair with next
generation ...
Salesforce.com was the core of the operation. We
now have a much happier workforce.
- David Corken VP, Operations, cars.co...
Help Your Managers Make Informed Decisions
Empower front line managers with
analytics to improve performance
Keep track of...
Extend and Scale Your Business
Innovate with enterprise
security, reliability and scale
Integrate with back-office
applica...
Grow Customer Satisfaction Across Every Major Metric

35%

+34%

Decrease in
Support Costs

+37%
Faster Case

+40%

Agent
...
Engaging a Salesforce partner
Tquila Delivery Framework
Delivering value
Delivering value
regularly in
regularly in
managed
managed
iterations.
iteratio...
Tquila Roles
Who

Role

TBC

Senior Consultant
•Day-to-day execution of project tasks
•Facilitate workshops and design ses...
Customer Roles
Who

Role

TBC

Executive Sponsor
•Project champion and visionary
•Assures project has resources to deliver...
Agile Methodology
Project Operations: status reporting
• Issued weekly
• Summary of achievements
during the current week
• Summary of plans ...
Typical SMB Engagements
• New Implementation
• Further Development
• Consultation
• Training
• Support
• Communities & Mob...
THANK YOU!
Contact us: enquiries@tquila.com / +44 203 429 1300
www.tquila.com
@tquiladotcom
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Boosting your business with Salesforce 7th November 2013

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The implementation of your Salesforce solution is just the beginning of the journey. Salesforce enables you to increase revenue, enhance customer satisfaction and drive user adoption.

With quick access to records, reports, and automation of many keys day-to-day tasks, it's the surest way to give your business the boost it needs to stay ahead of the competition.

This presentation will cover how to drive all value available from your Salesforce solution:

- Maximise your return on investment
- Improve your sales productivity by closing deals faster
- Encourage your employees with simple interfaces
- Gain better customer insight to build loyalty and increase satisfaction

Published in: Technology, Business
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Transcript of "Boosting your business with Salesforce 7th November 2013"

  1. 1. Hello Boosting your Business with Salesforce.com 7th November 2013
  2. 2. Introduction agenda Key Note Sales Cloud Service Cloud Engaging a Salesforce Partner
  3. 3. at a glance Tquila by the numbers 4 167 +311% 14 KEY GEOGRAPHIES: UK, GERMANY, INDIA & JAPAN REVENUE GROWTH 2011/2012 194 SALESFORCE CERTIFICATIONS ©Tquila | Client Name | Date 29 SERVICE CLOUD CERTIFIED 27 EMPLOYEES GLOBALLY NATIVE LANGUAGES SALES CLOUD CERTIFIED 82 DEVELOPER CERTIFIED
  4. 4. why we’re different OUR COMPANY 10% SALESFORCE OWNED TECHNICAL LEADERSHIP 230+ MAN-YEARS OF SALESFORCE EXPERIENCE UX ONLY PURE-PLAY SALESFORCE COMPANY WITH A DEDICATED USER EXPERIENCE TEAM TQUILA LABS 2 of 8 CERTIFIED TAs IN EMEA WE’VE DEVELOPED LOW-RISK, LOWCOST ACCELERATORS ONLY SALESFORCE PRODUCT DEVELOPMENT PARTNER IN EMEA SALESFORCE PLATINUM PARTNER SINCE THE PROGRAMME LAUNCHED HEROKU PLATINUM PARTNER ©Tquila | Client Name | Date 1 of 3 MVPs IN THE UK 15% OF ALL UK CERTIFICATIONS ARE IN TQUILA
  5. 5. how we help Companies leverage value Integration with complex back-end systems Help create better insight Help you make better decisions Many customers fail to drive all the value available from Salesforce Challenge your processes Rapid delivery decreases time to value Design experiences that users love ©Tquila | Client Name | Date
  6. 6. Become a Customer Company Connect with your customers in a whole new Way
  7. 7. 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, 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 quarter. This document 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.
  8. 8. Small businesses are driving the economy 13+Million People in the UK
  9. 9. And delivering great experiences is paramount 69% Source: Accenture, “Defining Customer Experiences that Enable High Performance” of customers have taken their business elsewhere over the past year due to a poor customer experience
  10. 10. But small businesses already have their hands full Driving growth Managing Scale Keeping Up Daily Operations
  11. 11. How can small businesses deliver engaging customer experiences AND grow your business?
  12. 12. Become a Customer Company: Connect with Customers and Grow Your Business With Salesforce Connected Employees Connected Partners Connected Customers Connected Products Cloud Mobile Social Community
  13. 13. Our Mission: Cloud Computing Driver, Catalyst and Evangelist Mainframe 1960s Client/Server 1980s Enterprise Cloud Computing Today
  14. 14. Our Cloud Technology Is Unlocking Amazing Value Fast Auto UpgradesScalable Easy No HardwareNo Software Open Any DeviceData Portability Flexible App MarketplaceExten sible Trusted TransparencyRea l-time Status
  15. 15. #1 in Cloud Computing and Customer Relationship Management #1 World’s #1 CRM System #1 Innovation 2011, 2012 #1 #1 Cloud Computing Market Sales, Service, Marketing Product Share #2 Highest Performing
  16. 16. Expanding Our Presence in Europe Salesforce European Data Centre Signed Agreement with NTT Support for Our Fastest Growing Region Opening in early 2014 Located in United Kingdom 5M€ Challenge for European Start-ups ADD INNOVATION CHALLENGE! www.salesforce.com/uk/Challenge
  17. 17. A Technology Revolution Mainframe Computing 1960s Mini Computing 1970s Client Server Computing 1980s Cloud Computing Social Networking 1990s 2000s Mobile Computing 2010s
  18. 18. Customer Revolution Social Apps Mobile Cloud Community Trust
  19. 19. Social & Mobile Revolution Reach customers and connect employees anywhere Listen & respond to every conversation on any network 4.5 Billion Aggregate Social Users 1.7 Billion Touch Devices Shipped in 2012
  20. 20. Apps & Community Revolution Empower customers, employees, partners Empower users to take action on their own terms Build Customer Loyalty Create public and private experiences
  21. 21. Cloud & Trust Revolution Salesforce.com: #1 Enterprise Cloud Vendor $111 Billion Industry in 2012 Trusted by businesses of all sizes Earn the TRUST of customers, employees and partners
  22. 22. Customer Companies deliver real results
  23. 23. Just ask our some of our customers
  24. 24. Connect Your Sales Team with the World’s #1 Sales Application
  25. 25. Sell as a Team with the Sales Cloud
  26. 26. Hard to Sell as a Team if Sales Process is Broken Not Enough Pipeline Not Enough Time Selling Underperforming Reps Limited Insights Missed Missed Target Target No lead routing No mobile access Poor data quality Hard to find information & experts No social insights Time wasted on emails & approvals Inconsistent selling process Lack of reporting flexibility Limited coaching and feedback No real-time visibility Limited automation Too many spreadsheets
  27. 27. World’s #1 Sales Application Close more deals to grow your business
  28. 28. Grow Your Revenue in the Sales Cloud Cloud . Mobile . Social +28% Grow Pipeline Increase Sales Productivity Improve Rep Performance Complete Insight +38% +36% +26% +45% Improved lead conversion Higher productivity Higher win rate Improved forecast accuracy Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary. Sales Sales
  29. 29. Grow Pipeline
  30. 30. Find and Connect to New Customers Faster Get more and better leads directly inside Salesforce Accounts and contacts in one click Leading business data Cross-sell and up-sell +26% Increase in sales opportunities
  31. 31. Increase Sales Productivity
  32. 32. Sell Anywhere on Any Device with Salesforce Chatter Mobile Stay productive on the go Connect and collaborate with your team from anywhere Access CRM data and analytics Take custom actions specific to your business needs +34% Improved sales productivity with mobile
  33. 33. Improve Rep Performance
  34. 34. Automate Sales Processes Help your reps take the right actions at the right time Business process design with drag & drop simplicity Real-time approvals from Chatter feeds Automate price approvals, expenses and more
  35. 35. Extend the Sales Cloud with the AppExchange Transform your business with powerful apps 1,800+ cloud & mobile apps Solutions for every business requirement Fast and simple access 1.8 million+ Installs
  36. 36. Complete Insight
  37. 37. Drive Sales Performance with Real-Time Dashboards Get a complete picture of your business at a glance User-built dashboards Drill-down into data Access insights anywhere
  38. 38. Grow Your Business Along Every Major Metric +36% Sales +26% Win +38% Lead +45% Forecast Accuracy Conversion Productivity +28% Sales Rate Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
  39. 39. Become a Customer Company
  40. 40. Connect with Customers to Deliver Amazing Service Everywhere
  41. 41. #1 in Cloud Computing and CRM Customer Success +37% Customer Satisfaction
  42. 42. Expectations of Customer Service Have Changed 1980s Phone 1x 1990s 2000s Today Multi-Channel Web Self-service Social Mobile 100x 1,000x 10x
  43. 43. Is Your Service Built for the Social and Mobile Era? Can your customers connect with you anytime, anywhere? Do your agents have tools to respond quickly and make customers happy? Do your managers have the right data to make the best decisions?
  44. 44. Introducing the #1 Customer Service Solution Transform Your Customer Service with Service Cloud Delight Your Customers Everywhere Social Phone & Email Web Self-service Communities Turn Your Agents into Superheroes Agent Console Knowledge Base Agent Collaboration Help Your Managers Make Informed Decisions Analytics Motivate & Perform Mobile
  45. 45. Delight Your Customers Everywhere Increase satisfied self-service resolutions & build loyalty Meet customers where they are Consistent experience across traditional and social channels Empower customers to help themselves with knowledge Give customers a personalized experience +34%retention Increase in customer Social Phone & Email Web Self-service Communities
  46. 46. KLM Reinvents Customer Service with Social Part of $24B European airline 60 Agent Social Media Engagement Hub Social Profile used for KLM Surprise Reduced first call resolution rate to 1 hour The best Digital Marketing NIMA Award
  47. 47. Turn Your Agents into Superheroes Give agents the tools to be fast and effective Reduce swivel chair with next generation console Collaborate and swarm to resolve cases Close cases faster with knowledge base Integrated to backend systems +40% Increase in agent productivity Communities Agent Console Knowledge Base Agent Collaboration
  48. 48. Salesforce.com was the core of the operation. We now have a much happier workforce. - David Corken VP, Operations, cars.com Cars.com Increases Agent Productivity Agent productivity increased by 50% Case handling time decreased by 26% Overall agent workload increased 33%
  49. 49. Help Your Managers Make Informed Decisions Empower front line managers with analytics to improve performance Keep track of your business with powerful analytics Greater insight with mobile, real-time dashboards Improve support team performance and motivation 35% costs Decrease in support Analytics Motivate & Perform Mobile
  50. 50. Extend and Scale Your Business Innovate with enterprise security, reliability and scale Integrate with back-office applications Extend your service process to meet your needs with ISVs Support seasonality and global service Automate service processes and workflows 71 billion+ Transactions per quarter
  51. 51. Grow Customer Satisfaction Across Every Major Metric 35% +34% Decrease in Support Costs +37% Faster Case +40% Agent Productivity Resolution Customer Retention +37% Customer Satisfaction Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
  52. 52. Engaging a Salesforce partner
  53. 53. Tquila Delivery Framework Delivering value Delivering value regularly in regularly in managed managed iterations. iterations. Full Service Consultancy Consultancy Managed Managed Services Services Engaging Engaging Stakeholders. Stakeholders. Support Support
  54. 54. Tquila Roles Who Role TBC Senior Consultant •Day-to-day execution of project tasks •Facilitate workshops and design sessions •Internal project communications and status TBC Consultant •Engage in workshops and design sessions •Development of specifications •Training and testing TBC Technical Architect/Developer • Leads creation of customizations and integrations • Ensures data model integrity
  55. 55. Customer Roles Who Role TBC Executive Sponsor •Project champion and visionary •Assures project has resources to deliver •Leads steering committee of governance board TBC Project Owner/Manager •Day-to-day execution of project tasks •Marshalls client resources for all project activities •Overall project communications and status TBC Subject Matter Experts • Knowledge of business processes/customers • Engages in requirements and configuration decisions TBC Systems Administrator or Power User •Learns Salesforce.com to assist in configuration and manages ongoing operation •May be business or technology focused role
  56. 56. Agile Methodology
  57. 57. Project Operations: status reporting • Issued weekly • Summary of achievements during the current week • Summary of plans for the following week • Overall status of project vs plan • Financial statement • Highlights risks and issues for management attention Tquila Implementation Plan Template 1 Tquila Implementation of Salesforce.com Phase 1 - Define Sales handover Kickoff call Send workshop advance materials Conduct process workshops Follow-up and document prep Send final discovery workbook and charter Phase 2 - Design Schedule and prep design workshops Conduct design workshops CRM goals Sales cloud Service cloud Analysis and prepare specifications System configuration Customizations Data management Intregrations Create system testing plan Create user adoption.training plan Send specs/plans to client for review Client signoff on design (via workshop if needed) Phase 3 - Develop Project spec review with dev leader Secure resources and plan dev effort Implement config checklist in system Manage dev activity Week 1 Daily scrums Dev effort Reviews with consultants/clients Week 2 Daily scrums Dev effort Reviews with consultants/clients Week N Daily scrums Dev effort Reviews with consultants/clients Conduct system testing per plan Create training curriculum Conduct system signoff with client Phase 4 - Deploy Prepare go live plan/checklist Conduct training Invitations/scheduling Class 1 Class 2 Class N Go Live per checklist Provide post go live support Transition to managed services Secure client reference 2 3 1 1 1 0 3 3 1 1 1 1 1 4 Week 6 5 7 8 9 10 11 0 0 0 0 0 0 0 0 0 3 5 3 0 0 0 0 0 0 7 1 1 1 4 4 1 0 0 3 4 1 1 1 1 1 1 1 1 1 1 0 0 0 0 1 0 1 1 1 1 1 1 1 1 1 1 1 0 0 0 0 0 0 1 0 1 0 2 1 1 1 1 1 1 1 1 1
  58. 58. Typical SMB Engagements • New Implementation • Further Development • Consultation • Training • Support • Communities & Mobile
  59. 59. THANK YOU! Contact us: enquiries@tquila.com / +44 203 429 1300 www.tquila.com @tquiladotcom
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