AppExchange 101 - Building Custom Apps to Extend Salesforce

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AppExchange 101 - Building Custom Apps to Extend Salesforce

  1. 1. AppExchange 101: Building Custom Apps to Extend Salesforce Barry James, HomeGain.com Piotr Smol, HumanConcepts Jeanine Thorpe, salesforce.com 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: AppExchange 101 <ul><li>AppExchange Overview </li></ul><ul><li>HomeGain.com </li></ul><ul><ul><li>Drive Process Improvement </li></ul></ul><ul><li>HumanConcepts </li></ul><ul><ul><li>Solve business issues with the Unlimited Edition </li></ul></ul><ul><li>Considerations for building custom apps </li></ul><ul><li>Q&A </li></ul>
  4. 4. AppExchange Overview <ul><li>What is the AppExchange? </li></ul><ul><ul><li>Is it a place? </li></ul></ul><ul><ul><li>Is it a platform? </li></ul></ul><ul><li>AppExchange directory </li></ul><ul><ul><li>http://www.salesforce.com/appexchange </li></ul></ul><ul><ul><li>Download free pre-built applications </li></ul></ul><ul><ul><li>Download & purchase 3 rd party apps </li></ul></ul><ul><ul><li>RSS feed to stay up to date </li></ul></ul>Directory of On-Demand Business Apps
  5. 5. AppExchange Overview <ul><li>The AppExchange platform </li></ul><ul><ul><li>Imagine it, build it, deploy it! </li></ul></ul><ul><ul><li>Create & deliver brand new applications </li></ul></ul><ul><ul><li>Setup -> App Setup -> Build </li></ul></ul><ul><ul><li>Support your unique requirements </li></ul></ul><ul><ul><li>Available in all editions </li></ul></ul>
  6. 6. Why are Customer Building Apps? What if you could extend CRM to automate other sales, marketing and support business processes? What if new apps you developed were automatically integrated with your salesforce.com CRM data? What if you could extend your success with salesforce.com to other departments? Ease of Integration Automate More Business Processes Extended CRM
  7. 7. Opportunities to Extend Success With AppExchange Human Resources Recruiting Vacation Requests Training Finance Expense Reports Purchase Orders Budgets Operations Project Management Event Managment Professional Services Management IT IT Asset Tracking Bug Tracking Feature Requests Which users have been left out? Which business processes are still manual?
  8. 8. If You’ve Customized CRM You Can Build Apps! Business User Power User Administrator Business Analyst Professional Developer Configure Apps Customize Apps Develop Apps <ul><li>Declarative </li></ul><ul><li>Point and Click </li></ul><ul><li>Meta-Customization </li></ul><ul><li>Procedural Code </li></ul><ul><li>Multiple languages </li></ul>Personalize Apps Browser User Excel User Excel Power User Basic DB Knowledge Light VBA or JavaScript SQL Expertise Java / .NET
  9. 9. Build New Apps Without Coding or Scripting Customize with Clicks not Code <ul><li>Point-and-Click Model Delivers: </li></ul><ul><li>Data model customizations </li></ul><ul><ul><li>Add tables </li></ul></ul><ul><ul><li>Add fields </li></ul></ul><ul><ul><li>Create relationships </li></ul></ul><ul><li>User interface customizations </li></ul><ul><ul><li>Diverse page layouts to support multiple business processes </li></ul></ul><ul><li>Workflow </li></ul><ul><li>Custom applications </li></ul>All Customizations Are Upgraded With Zero Customer Effort
  10. 10. Drive Process Improvement with the AppExchange Barry James, VP Operations
  11. 11. HomeGain.com <ul><li>Leading online resource to connect real estate professionals with home buyers and sellers </li></ul><ul><li>40 In-house Sales </li></ul><ul><li>25 Customer Service </li></ul>INDUSTRY: Real Estate EMPLOYEES: 140 GEOGRAPHY: US PRODUCT(S) USED: SFA, Service & Support, Marketing automation # USERS: 72
  12. 12. CallMonitorForce – Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Insufficient Sales </li></ul></ul><ul><ul><li>Unmeasured service </li></ul></ul><ul><ul><li>Lost customers </li></ul></ul><ul><ul><li>Lost opportunities </li></ul></ul><ul><li>Obstacles </li></ul><ul><ul><li>No ability to track or evaluate monitoring results; lack of an automated call performance tracking and reporting system </li></ul></ul><ul><ul><li>Inability to use monitoring results to identify training and performance issues </li></ul></ul><ul><ul><li>Overloaded tech queue i.e. no available resources to build a customized tracking system </li></ul></ul><ul><li>Solution </li></ul><ul><ul><li>Identify, track and correct sub par sales and service representative call performance </li></ul></ul>
  13. 13. CallMonitorForce - The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Identified required sales and services phone call behaviors </li></ul></ul><ul><ul><li>Created Salesforce custom app with monitor form, scoring & weighting </li></ul></ul><ul><ul><li>Developed performance reporting </li></ul></ul><ul><ul><li>Developed feedback process </li></ul></ul><ul><ul><li>Calibrated </li></ul></ul><ul><li>Call monitoring custom app </li></ul><ul><li>Monitoring: 10; Reporting 60 </li></ul><ul><li>Training – Monitors </li></ul><ul><li>Sales & Customer Service </li></ul><ul><li>Integrate with ShoreTel in 07 </li></ul>DEPLOYMENT DETAILS
  14. 14. CallMonitorForce – Results <ul><li>What were the results? </li></ul><ul><ul><li>Implemented in July </li></ul></ul><ul><ul><li>Early returns being used to </li></ul></ul><ul><ul><ul><li>Identify baseline performance and calibrate scoring </li></ul></ul></ul><ul><ul><ul><li>Better communicate sales and service expectations to staff </li></ul></ul></ul><ul><ul><ul><li>Jumpstart counseling sessions and evaluate individual performance </li></ul></ul></ul><ul><ul><ul><li>Improve training </li></ul></ul></ul><ul><ul><ul><li>Determine procedure improvements </li></ul></ul></ul><ul><ul><ul><li>Raise the performance bar across all representatives </li></ul></ul></ul>
  15. 15. CallMonitorForce - Demo <ul><li>Department: Sales /Customer Service </li></ul><ul><li># Users: 10 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Consistent approach to monitoring </li></ul></ul><ul><ul><li>Easy to use & report out </li></ul></ul><ul><ul><li>Visibility into call effectiveness </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Quickly highlight problem areas </li></ul></ul><ul><ul><li>Printable forms to use for training, performance discussions </li></ul></ul>
  16. 16. Solve Business Issues – Unlimited Edition in Action Piotr Smol, Director Internal Systems [email_address]
  17. 17. Company Introduction <ul><li>Leader in Workforce Modeling </li></ul><ul><li>Used by 400 of the Fortune 500 </li></ul><ul><li>100 employees in US and Europe </li></ul><ul><li>Global Partner Network </li></ul>INDUSTRY: Software EMPLOYEES: 100+ GEOGRAPHY: Global PRODUCT(S) USED: SFA Unlimited, Service & Support, 2 downloaded AppExchange applications, Sandbox # USERS: 70
  18. 18. How We Use Salesforce <ul><li>Business Platform </li></ul><ul><ul><li>Sales & Marketing </li></ul></ul><ul><ul><li>Service & Support </li></ul></ul><ul><ul><li>Professional Services & Training </li></ul></ul><ul><ul><li>Transactional System </li></ul></ul><ul><li>Integrations </li></ul><ul><ul><li>Email marketing </li></ul></ul><ul><ul><li>Software registration (auto-responders) </li></ul></ul><ul><ul><li>Online store for E-commerce </li></ul></ul><ul><ul><li>Accounting - QuickBooks </li></ul></ul>
  19. 19. The Power of Unlimited Edition – AppExchange Apps <ul><li>Executive Project Tracker – custom app </li></ul><ul><ul><li>Tracks Projects within the organization at a high level </li></ul></ul><ul><ul><li>Serves as a communication tool between executives and management </li></ul></ul><ul><li>Release Manager – custom app </li></ul><ul><ul><li>Task oriented release management tool </li></ul></ul><ul><ul><li>Improves collaboration between marketing and engineering </li></ul></ul>
  20. 20. The Power of Unlimited Edition – AppExchange Apps <ul><li>Professional Services Manager – AppEx download </li></ul><ul><ul><li>Business Challenge </li></ul></ul><ul><ul><ul><li>Lack of visibility into customer commitments </li></ul></ul></ul><ul><ul><ul><li>Difficult to determine resource needs </li></ul></ul></ul><ul><ul><li>Results </li></ul></ul><ul><ul><ul><li>Provides ROI on services & training </li></ul></ul></ul><ul><ul><ul><li>Project pipeline visibility improves resource planning </li></ul></ul></ul><ul><ul><ul><li>Real-Time event notification </li></ul></ul></ul><ul><ul><ul><li>Improved responsiveness to customer issues </li></ul></ul></ul>
  21. 21. Overall Salesforce Results <ul><li>Business Improvements </li></ul><ul><ul><li>Ability to track Professional Services activities, including ROI </li></ul></ul><ul><ul><li>Platformization of IS systems </li></ul></ul><ul><ul><li>Improved responsiveness to customer needs </li></ul></ul><ul><ul><li>Improved Executive reporting and data visibility </li></ul></ul><ul><ul><li>150 % Increase in On-line training sessions scheduled using Pro-Services Manager </li></ul></ul><ul><ul><li>Operating efficiency and increased productivity as a result of elimination of manual processes </li></ul></ul>
  22. 22. Demo – Pro Services Manager <ul><li>Department: Professional Services </li></ul><ul><li># Users: 25 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Support Professional Services Team </li></ul></ul><ul><ul><li>Track Pro-Services ROI </li></ul></ul><ul><ul><li>Executive visibility </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Capture Field Agent activities </li></ul></ul><ul><ul><li>Improved ability to forecast resource needs </li></ul></ul><ul><ul><li>Capability to proactively address issues before they escalate </li></ul></ul>
  23. 23. Considerations for Building <ul><li>Use Case </li></ul><ul><ul><li>What problem does application solve </li></ul></ul><ul><ul><li>Is the solution simple? Is it unique? </li></ul></ul><ul><li>Data Model </li></ul><ul><ul><li>What information is stored in Salesforce, and where? </li></ul></ul><ul><ul><li>What native features use the data? (e.g. Workflow, analytics) </li></ul></ul><ul><li>User Experience </li></ul><ul><ul><li>What is look & feel of application? </li></ul></ul><ul><ul><li>How do you train users on app? </li></ul></ul>
  24. 24. Leverage the AppExchange Directory <ul><li>Saves time and effort </li></ul><ul><ul><li>No need to reinvent the wheel </li></ul></ul><ul><ul><li>Simple customizations to meet your needs </li></ul></ul><ul><li>Creative ideas to re-energize your implementation </li></ul><ul><ul><li>Extend to new groups and/or functions </li></ul></ul><ul><ul><li>Apps often include reports & dashboards </li></ul></ul><ul><li>Incorporate best practices </li></ul><ul><ul><li>Leverage community’s experience </li></ul></ul><ul><li>Makes you look like a hero … </li></ul>
  25. 25. Lessons to Take Away <ul><li>The AppExchange applies the benefits of Salesforce (e.g. ease of use, adoption, analytics, etc.) to custom applications </li></ul><ul><li>Applications can be built with a minimum amount of development effort </li></ul><ul><li>High cost development resources can be applied to higher value projects </li></ul><ul><li>Customers are already successful doing this </li></ul><ul><li>Your only limit is your imagination! </li></ul>
  26. 26. Barry James VP Operations PIOTR SMOL DIRECTOR, INTERNAL SYSTEMS QUESTION & ANSWER SESSION
  27. 27. 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 104, #### For example, “ Session 123, 5555 ” Session ID: 104 Session ID # Scores for 4 categories SMS Voting powered by:

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