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Improving Productivity with Outlook and Notes Integration
 

Improving Productivity with Outlook and Notes Integration

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    Improving Productivity with Outlook and Notes Integration Improving Productivity with Outlook and Notes Integration Presentation Transcript

    • Improving productivity with Outlook/Notes Integration Pat Mozzoni, DuPont Brad Mattick and Eric Hood, salesforce.com
    • Safe Harbor Statement
      • “ 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.
      • 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.
      • 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 .
      • 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.
    • Agenda
      • Outlook and Notes overview
      • Deployment Best Practices
      • Customer Case Study -Lotus Notes at DuPont
      • Roadmap and Outlook 3 Pilot
      Brad Mattick Salesforce.com Pat Mozzoni DuPont Brad Mattick Salesforce.com Eric Hood Salesforce.com
    • Brad Mattick Senior Product Line Manager Salesforce.com [email_address]
    • Win themes
      • Outlook or notes are the same
      • Productivity
      • Config then deploy
    • Outlook/Notes Edition Overview
      • Designed to enhance sales reps productivity
        • Eliminates double data entry
        • Let’s them work with CRM data in Outlook/Notes
      • Outlook/Notes Edition provides seamless integration between Outlook/Lotus Notes and Salesforce
        • Flip email to a task or case
        • Keep calendar/tasks in sync
        • Keep contacts accessible while on the road
      • Based on shared technology
    • Conceptual Diagram
      • Notes/Outlook Edition is a client plug-in
        • Installs on the user’s laptop/client side
        • Talks to Salesforce using the AppExchange API
        • Talks to Notes client using Notes API
        • Does not talk to Domino/Exchange
      Lotus Notes/ Outlook Domino/ Exchange
    • Eric Hood Senior Consultant Salesforce.com [email_address]
    • Best Practices
      • Roll-out
      • Use scripted installer to deploy
      • Use Desktop Administration
      • Partner with IT
      • Configuration
      • Common configuration
      • Contact data quality key
      • Tweak for performance
    • ACME – Key Challenges
      • Business Challenge
        • Sales Users wanted an easier way to enter contact information
        • User’s wanted to work in Outlook as well as Salesforce.com
        • High % of reps were mobile
      • Technology Challenge
        • No standard mobile device
        • Tight integration with back-office applications
      • Increased collaboration between Inside Sales & Outside Sales Reps by providing easy way to log email activity
      • Provided way to synchronize Salesforce.com contacts with Outlook
      • Synchronization with Outlook provided standard for mobile users to sync with multiple applications
    • ACME – Project Team
      • Strong cross-functional team
        • Executive Leadership – VP, Global Sales Operations
        • Business Team Project Management
          • 5 Testing & Training Resources
        • Technical Project Management
          • 1 Testing & Deployment Resource
          • IT involvement to assist with deployment
        • Salesforce.com Professional Services & Product Management involvement
          • Services: 1 Functional & 1 Technical Resource
      • Strong Project Planning
        • Adequate time to test, design, and deploy a solid solution
        • Testing resources became trainers that knew product inside and out
      • Outlook Edition 2.0
      • 1000+ sales users
      • Train-the-Trainer approach
        • Delivered via online sessions
      DEPLOYMENT DETAILS
    • ACME – Environment and Configuration
      • Environment
        • Users did not have administrative rights to their computers
      • Configuration
        • Developed common XML configuration file to control Outlook Edition permissions
        • Pushed out Outlook Edition program using standard MSI file via SMS
        • Updated XML configuration file using SMS
      • Roll-out
        • Staggered roll-out approach allowed deployment & training to occur on a manageable schedule
        • Help Desk & Support were trained prior to rolling out application
      • Outlook Edition 2.0
      • 1000+ sales users
      • Train-the-Trainer approach
        • Delivered via online sessions
      DEPLOYMENT DETAILS
    • ACME – Results
      • 1200 Users successfully deployed across the globe
      • # of Support calls related to O2 functionality – Need to get metrics from Emily & Nick M.
      • Users love the Outlook Edition email functionality – Need to get user quotes from Emily
    • Pat Mozzoni CRM Applications Manager DuPont Chemical Solutions [email_address]
    • Background - Who We Are
      • DuPont Chemical Solutions
      • Founded in 1802
      • Operating in over 70 countries
      • $2 Billion in Revenue
        • 70% - Industrial Chemicals
        • 30% - Specialty Chemicals
      • Sales at DuPont
      • 80% Direct Sales
      • 20% Distributors
      • Wide range of innovative offerings
        • Formulations for raw materials
        • Clean/disinfect facilities, farms, etc.
        • Extend equipment lifetime
    • Background - Who We Are
      • 300+ users, 20 business units, 30+ business segments
        • International users with Canada, Latin America, EMEA, AP
        • Consolidated over 15 databases into Salesforce.com
        • Rollout to 300+ users in less than 12 months
      • Key Business Drivers
        • Standardization of a sustainable sales process supported by a single SFA application across all business units and segments
        • Adaptability to growing and changing businesses
        • Reduce the learning curve of sales associates and professionals moving across businesses
        • Leverage and cross-sharing of business unit and overall knowledge
    • Key Business Issues
      • Business issues
        • Why was integration perceived as important?
          • Increase productivity of sales professionals
          • Allow sales professionals to concentrate on the process instead of the tool
          • Increase adoption of Salesforce.com
        • Which users were demanding it?
          • Both Sales Leaders and Sales Professionals found it difficult to work in multiple systems at one time
      • Previous approach
        • Previously had no automated method of synching calendars, activities, and emails between Lotus Notes and Salesforce
          • Cumbersome workarounds such as cut and paste, updating two calendars, entering contacts twice
    • Goals
      • Usability and familiar interface
      • Low to zero additional support costs
      • Seamless integration into DuPont environment
        • No template modifications
        • Client side installation
      • Goals defined by
        • Corporate Lotus Notes team
        • Corporate System Architecture team
        • Business leadership
    • Configuration – Key Features
      • Synchronization of calendars, events, and activities
        • Version control
        • Visibility on-the-road
      • Easily add emails and attachment to Salesforce
        • Increase productivity and adoption of sales professionals
        • Less effort to keep SFDC up-to-date
        • Increase likelihood of tool use
      • Synchronizing contacts with personal address book
        • Data integrity
        • Ease of contact (email addresses, phone numbers, etc.)
    • Configuration – Details
      • Followed Best Practices Recommendation
      • Open configuration in Pilot mode
      • Lock down configuration in November and deploy with .MSI
        • Modification of synchronization direction
        • Modification of field mappings
        • Custom template classes
    • Team
      • Partnership with IT was essential
        • Formalized business led IT project with collaboration from DCSE IT, Corporate Lotus Notes, Corporate System Architecture, and Corporate IT-CRM Application Owner, DISO, CRIM, and Email Origination
    • Deployment Timeline January March April November
      • User Acceptance Testing
      • Five Salesforce users
      • Supported DuPont custom template
      • Connected or island mode
      • Gathered user feedback
      • Beta Testing
      • Began testing in LN 7
      • Confirmed fixes
      • Expanded Beta
      • Larger test group – 20 users
        • Testing with DuPont LN 7 custom template
        • Confirmed expanded functionality operational
      • Limited Release
      • Architecture review success
      • Training produced
      • Best practices documented
      Full roll-out to 300+ users
    • Results
      • Metrics reviewed
        • Weekly calls with both DuPont and Salesforce to document progress of testing, fixes, and rollouts
        • Monthly contact with test and pilot teams
      • Challenges Encountered
        • DuPont policy to not modify server mail template
          • No buttons added to Lotus Notes
          • Actions menu utilized instead
        • Difficulty with installation of add-in due to non-standard DuPont installation of Notes
        • Issues with synching
          • Lag time of network
          • Unexpected due dates or calendar entries
          • Unexpected tasks generated
          • Check mark in Notes not removed after synch
    • Results
      • Lessons Learned
        • Do involve representatives from all aspects of IT as well as business end users
        • Do lock down user ability to change preferences by deploying with .MSI
        • Do deploy in manageable groups to aid in issue resolution and training
        • Begin deployment with influential power users
      • Unexpected Surprises
        • Strong partnering with Salesforce Product Management team
          • Knowledgeable and responsive product development
          • Willingness to seek solutions for client issues
          • Rapid issue resolution
          • Greater functionality than expected
      • LN/SFDC synchronization most requested new functionality
      • Sales professionals excited to participate in test pilot
        • Pleased with initial functionality
        • Upgrades in functionality exceeded expectations
        • Expanded team during pilot
      • Functionality exceeded or met expectations overall
      • Some initial frustration with less experienced users
        • Resolved with hands-on demonstration/training and step-by-step learning guide
        • User tip sheet modified for DuPont users
      User Reaction and Feedback
    • Brad Mattick Senior Product Line Manager Salesforce.com [email_address]
    • Roadmap
    • Notes /Outlook Edition 3.0
      • Attachment synchronization – Tie key business documents to salesforce records
      • Contextual sync – Associate Notes meetings and to-do’s with relevant people and entities in Salesforce
      • Quick create – Create contacts, leads and accounts on the fly from Notes
      • New UI – Looks/feels like Salesforce, assign tasks/cases to other users
      1 2 3 4 We support Lotus Notes versions 6.0.1 – 7 , Outlook 2002 -2003
    • Client Automatic Updates and Administration
      • Automatic updates – Alert users of new client products and updates
      • Version management – Require/prevent users from updating
      • Access Control – Enable/disable client access for your users
      • Check for Updates – Interactively view installed client applications
      1 2 3 4
    • Brad Mattick Senior Product Line Manager QUESTION & ANSWER SESSION CRM Application Manager Pat Mozzonni
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