0 to 60 in 45 Days - Implementation Best Practices


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0 to 60 in 45 Days - Implementation Best Practices

  1. 1. 0 to 60 in 45 Days: Implementation Best Practices Rafael Contreras, Salesforce.com Mike Kennedy, Superior Access Insurance Services Tess Amolsch, Educational Testing Service Inc. Track: New System Administrators
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor . </li></ul><ul><li>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 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, except as required by law. </li></ul>
  3. 3. Agenda <ul><li>Salesforce.com Implementation Best Practices </li></ul><ul><ul><li>Implementation Team </li></ul></ul><ul><ul><li>Customize </li></ul></ul><ul><ul><li>Clean Data </li></ul></ul><ul><ul><li>Adoption </li></ul></ul><ul><ul><li>Next Steps </li></ul></ul><ul><li>Superior Access Insurance Implementation </li></ul><ul><ul><li>Challenges, Solutions and Results </li></ul></ul><ul><li>Educational Testing Service Implementation </li></ul><ul><ul><li>Implementation Strategy, Keys to Success, and Screenshots </li></ul></ul>
  4. 4. Implementation Best Practices ROI Time Go Live ~ 12 Months Risk 27 month Breakeven Time Go Live ~ 6 Weeks Value to Customer Source: Gartner, Customer Surveys Risk Client/Server Software ROI 6 month Breakeven
  5. 5. Implementation Team <ul><li>Executive Sponsorship </li></ul><ul><ul><li>CRM Champion </li></ul></ul><ul><li>Steering Committee </li></ul><ul><ul><li>Stakeholder Involvement </li></ul></ul><ul><li>Salesforce Administrator </li></ul><ul><ul><li>Understands Business Process </li></ul></ul><ul><li>Salesforce Developer (If Needed) </li></ul><ul><ul><li>I.T. or Professional Services </li></ul></ul>
  6. 6. Customize the Application <ul><li>Before You Begin </li></ul><ul><ul><li>Self-Implementation / Professional Services </li></ul></ul><ul><ul><li>Business Process Review </li></ul></ul><ul><ul><li>Understand Salesforce Terminology </li></ul></ul><ul><ul><li>AppExchange </li></ul></ul><ul><li>Model Salesforce to Your Business </li></ul><ul><ul><li>Leads </li></ul></ul><ul><ul><li>Contacts </li></ul></ul><ul><ul><li>Accounts </li></ul></ul><ul><ul><li>Opportunities </li></ul></ul><ul><ul><li>Custom Objects </li></ul></ul>Qualified? Win? Qualify Lead Lead Assignment Check for Duplicates Work Lead & Adjust Lead Status Sales Cycle Marketing Campaign Lead Capture Active Customer Lead Conversion
  7. 7. Data Cleansing <ul><li>Data De-Duplication </li></ul><ul><ul><li>Manual </li></ul></ul><ul><ul><li>3 rd Party </li></ul></ul><ul><ul><li>Prof. Services </li></ul></ul><ul><li>Standardize Field Responses </li></ul><ul><ul><li>i.e. S.F., San Francisco, Frisco, “The City” </li></ul></ul>
  8. 8. <ul><li>Training </li></ul><ul><li>Reports and Dashboards </li></ul><ul><li>Homepage </li></ul><ul><li>Carrot and the Stick </li></ul><ul><li>“ If It’s Not in Salesforce, </li></ul><ul><li> It Doesn’t Exist” </li></ul>User Adoption
  9. 9. Next Steps – Beyond the Rollout <ul><li>Phased Deployment </li></ul><ul><ul><li>Evaluate Phase I </li></ul></ul><ul><ul><li>Phase II and III </li></ul></ul><ul><li>Re-Visit Implementation Project List </li></ul><ul><ul><li>AppExchange </li></ul></ul><ul><li>Expand Usage </li></ul><ul><ul><li>360º Customer Visibility </li></ul></ul>
  10. 10. MIKE KENNEDY DIRECTOR OF MARKETING [email_address]
  11. 11. Company Introduction <ul><li>Principal leader in Property & Casualty Insurance distribution services </li></ul><ul><li>Early adopter and innovator of web-based quoting systems </li></ul><ul><li>10 + years operating history </li></ul><ul><li>US domestic organization with more than 4000 subscribers and 70 insurance carriers </li></ul><ul><li>$13 Million Annual Revenue </li></ul>INDUSTRY: Insurance EMPLOYEES: 120 GEOGRAPHY: US Domestic PRODUCT(S) USED: SFA, Service & Support, 3 downloaded AppExchange applications # USERS: 40
  12. 12. Superior Access Case Study – Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Need to better understand & manage the community of stakeholders </li></ul></ul><ul><ul><li>Approach with Internal business operations did not match product development </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Lack of core business support & management system </li></ul></ul><ul><li>No confidence in reporting </li></ul><ul><li>Inefficiency across all corporate functions </li></ul><ul><li>No ability to scale the organization </li></ul><ul><li>Reduced revenue </li></ul>
  13. 13. Superior Access Case Study – The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Determined need for CRM Focus </li></ul></ul><ul><ul><li>Developed a customer –focused strategy </li></ul></ul><ul><ul><li>Identified existing data and org knowledge and developed a plan to capture the missing pieces </li></ul></ul><ul><ul><li>Selected an integrated, fast implementation approach </li></ul></ul><ul><li>SalesForce as Core with ExactTarget, Google AdWords, & WebEx </li></ul><ul><li>40 Users </li></ul><ul><li>Integration points – AppExchange implementation tools </li></ul><ul><li>Training – Introduction of system with new business processes </li></ul><ul><li>Business Units affected – Sales, Marketing, Operations, Customer Care </li></ul><ul><li>Ongoing improvements – Data Management, creation of EDW </li></ul>DEPLOYMENT DETAILS
  14. 14. Superior Access Case Study – The Solution <ul><li>Superior Access Project Plan? </li></ul><ul><ul><li>ID the implementation team </li></ul></ul><ul><ul><li>ID stakeholder relationships </li></ul></ul><ul><ul><li>ID organizational business needs (Sales, Marketing & Beyond) </li></ul></ul><ul><ul><li>Managed to a 60 day implementation timeline </li></ul></ul><ul><ul><li>Delivered prototype within 15 days so team could correlate system to process </li></ul></ul><ul><ul><li>Developed training materials during Q/A testing </li></ul></ul><ul><ul><li>Initial deployment to Sales & Marketing within 43 days </li></ul></ul>May 15, 2006 May 31, 2006 June 16, 2006 June 30, 2006 July 17, 2006
  15. 15. Superior Access Case Study – Results <ul><li>What were the results? </li></ul><ul><ul><li>Went from manual tracking and reporting with custom databases to a centralized and integrated system </li></ul></ul><ul><ul><li>Sales process cycle went from 3 days to 3 hours, internal processing of agreements and regulatory checks was improved through the elimination of 6 process steps </li></ul></ul><ul><ul><li>Immediate user adoption through the operational groups and ability to track clients through a single source system </li></ul></ul><ul><ul><li>Monthly releases ongoing to address needs of the other business units </li></ul></ul>
  16. 16. TESS ERB AMOLSCH DIRECTOR, SALES OPERATIONS Educational Testing Service [email_address]
  17. 17. Educational Testing Service <ul><li>Non-profit organization providing a range of educational products and services to advance learning worldwide. </li></ul><ul><li>Inside sales reps, field sales reps, external sales vendors, sales consultants nationwide </li></ul>INDUSTRY: Education EMPLOYEES: 2,800 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, AppExchange applications, Appforce # USERS: 150
  18. 18. Implementation Strategy – 10 Weeks <ul><li>Who </li></ul><ul><ul><li>Team of 3, non-IT </li></ul></ul><ul><ul><li>SFDC Professional Services Team </li></ul></ul><ul><ul><li>Sales Execs, Managers, Reps, and Marketing </li></ul></ul><ul><ul><li>IT and data resources – on call </li></ul></ul><ul><li>What </li></ul><ul><ul><li>Business process review </li></ul></ul><ul><ul><li>Total custom configuration </li></ul></ul><ul><ul><li>Legacy data clean-up and import </li></ul></ul><ul><ul><li>Weekend cutover to SFDC </li></ul></ul>
  19. 19. Data Quality <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Third party de-dupe </li></ul></ul><ul><ul><li>Criteria for determining relevant data </li></ul></ul><ul><ul><li>Transfer only relevant data </li></ul></ul><ul><ul><li>Batch imports: legacy and vendor data </li></ul></ul>
  20. 20. Training Strategy <ul><ul><li>SFDC online training and tutorials prerequisite/mandated </li></ul></ul><ul><ul><li>Weekend cutover to SFDC </li></ul></ul><ul><ul><li>Concurrent hands-on nationwide sales training </li></ul></ul><ul><ul><li>Sales vendor training </li></ul></ul><ul><ul><li>Fully functional post training </li></ul></ul><ul><ul><li>Continuous refresher and advanced training via Live Meeting </li></ul></ul>
  21. 21. Beyond Implementation <ul><li>Expansion </li></ul><ul><ul><li>Finance – Forecasting, Reporting, and Billing </li></ul></ul><ul><ul><li>Account Management – Logging Contracts and Cases </li></ul></ul><ul><ul><li>Client Services – Assets, AppExchange: expense reports </li></ul></ul><ul><ul><li>Marketing – Web-to-Lead, Eloqua integration, campaign management </li></ul></ul>
  22. 22. Keys to Success <ul><li>Recommendations </li></ul><ul><ul><li>Successforce.com! </li></ul></ul><ul><ul><li>SFDC Professional Services Team </li></ul></ul><ul><ul><li>Senior Leadership buy in </li></ul></ul><ul><ul><li>Dedicated staff for transition </li></ul></ul><ul><ul><li>Weekly team meetings </li></ul></ul><ul><ul><li>Detailed project plan </li></ul></ul><ul><ul><li>Access to third party resources </li></ul></ul><ul><ul><li>CSM! </li></ul></ul>
  23. 23. Account Customization
  24. 24. Custom Tabs
  25. 25. App Exchange
  26. 26. Campaign Management
  27. 27. SuccessForce.com <ul><li>Best Practice Website </li></ul><ul><li>User Guides, Presentations, and Demonstrations </li></ul>
  28. 28. Summary <ul><li>Salesforce.com Recommended Best Practices </li></ul><ul><li>Superior Access Insurance </li></ul><ul><ul><li>Deployed to Sales, Marketing, Operations, Customer Care </li></ul></ul><ul><ul><li>Phase 1 Implemented in 43 days </li></ul></ul><ul><li>Educational Testing Service </li></ul><ul><ul><li>3 Person Implementation Team </li></ul></ul><ul><ul><li>Deployed in 10 Weeks </li></ul></ul><ul><ul><li>Concurrent Nationwide Training </li></ul></ul>
  29. 29. Tracks and Sessions – Additional Information <ul><li>New Administrator Track </li></ul><ul><ul><li>Data Data Data: How to Minimize Data Duplication </li></ul></ul><ul><ul><ul><li>Tuesday, October 10, 11:30 AM </li></ul></ul></ul><ul><ul><li>Meet Salesforce, Your New Employee </li></ul></ul><ul><ul><ul><li>Tuesday, October 10, 12:45 PM </li></ul></ul></ul><ul><ul><li>Easy Adoption: Making Salesforce a Rep's Best Friend </li></ul></ul><ul><ul><ul><li>Wednesday, October 11, 9:00 AM </li></ul></ul></ul>
  30. 30. RAFAEL CONTRERAS Customer Success Manager MIKE KENNEDY Director of Marketing TESS AMOLSCH Director, Sales Operations QUESTION & ANSWER SESSION
  31. 31. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 102, #### For example, “ Session 123, 5555 ” Session ID: 102 Session ID # Scores for 4 categories SMS Voting powered by:
  32. 32. Project Team Kickoff Meeting Model Salesforce.com to Your Business Identify Your Project Team Business Process Review Take Online Training Greenlight Your Implementation Plan Send Kickoff Email Activate All Your Users Implement Change Requests Monitor and Improve Adoption and Data Quality Gather Feedback, Prioritize New Features and Change Requests Develop an Ongoing Training Program Provision Key Materials (Documents, Email Templates, Mail Merge) Build Dashboards for Your Team (Key Business Metrics, Leaderboard, Competitive Analysis) Manage to the Application (If It’s Not In Salesforce It Doesn’t Exist) Reiterate Business Value and Promote Adoption amongst Managers and Executives Build Your Personal Reports and Dashboards Build Your Email Templates Install Outlook Edition Send Monthly Newsletter to Your Users and Execs Evaluate Partner Applications and AppExchange Components Adoption Dashboards Go Live with Salesforce.com Kickoff Meeting Meet Regularly with Your Administrator and Project Team to See Where They Need Support Website Integration Best Practice Presentations Post Questions to the Discussion Boards Custom Fields and Page Layouts Processes and Workflow Rules Users and Roles Migrate Your Data Rollout New Features and Custom Apps Manage Users, Roles, Profiles, and Groups Take Online Training In Person Training Online Help, Training, Support Leverage Online Help and Best Practice Resources Leverage Successforce.com and Local User Groups Receive Kickoff Email 100% Adoption Successforce Implementation Map This map outlines tasks and milestones associated with a Successful CRM Rollout. You can edit the map, adjusting dates and individual tasks for your implementation. For more detailed information, visit Successforce.com and search on the key words below. Explore the AppExchange Developer Network Take Online or In Person Training Take Online Training Best Practice Presentations Integrate Salesforce with Your Other Business Systems Find New Integration Points and Build Custom Apps Build Custom Apps and Advanced Website Integration Leverage AppExchange Developer Network Take Online or In Person Training Guide the Project Team and Enforce Project Deadlines Measurable Productivity Gains Increased Revenue Improved Customer Satisfaction Validate Data and Customizations Managers and Executives IT and Developers Project Team Salesforce Administrator End Users Executive Sponsor Successforce Professional Services Week 1 Week 2 Week 5 Week 6 Week 3 Week 4