Leading the Insurance Industry with On-Demand CRM John Caine, The Phoenix Companies Lisa Lawrence, Liberty Northwest Insurance Corp Sal Caruso, salesforce.com Track: Financial Services

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“ 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 Welcome & Introductions Phoenix Case Study Liberty Northwest Insurance Case Study Extending CRM to your agents Q & A

Welcome & Introductions

Phoenix Case Study

Liberty Northwest Insurance Case Study

Extending CRM to your agents

Q & A

CRM Challenges facing Insurance Companies Today Moving from a direct to independent agent model Offering a wider range of products to drive revenue Lacking a unified view of the customer Accessing multiple legacy systems for key data Having poor or ineffective tools to manage the relationship with producers and clients Regulatory Compliance

Moving from a direct to independent agent model

Offering a wider range of products to drive revenue

Lacking a unified view of the customer

Accessing multiple legacy systems for key data

Having poor or ineffective tools to manage the relationship with producers and clients

Regulatory Compliance

Customer Success in Insurance

John Caine Director, Technology Strategy [email_address]

The Phoenix Companies, Inc. 155 years old IPO in 2001 Manufacturer and wholesaler of financial services products Life Insurance Division: 85 wholesalers, 11 regional managers, 80 sales support staff 5 custom apps, 33 custom objects, 20 custom tabs INDUSTRY: Financial Services EMPLOYEES: 1,200 GEOGRAPHY: United States PRODUCT(S) USED: SFA, 1 AppExchange partner (ExactTarget), AppExchange API # USERS: 210

155 years old

IPO in 2001

Manufacturer and wholesaler of financial services products

Life Insurance Division:

85 wholesalers, 11 regional managers, 80 sales support staff

5 custom apps, 33 custom objects, 20 custom tabs

Phoenix – Key Challenges Business Challenge Evolving business model Large sales territories Regional inconsistencies Technology Challenge Legacy environment Offshore software development Outsourced technology infrastructure Rapid change Inefficiency “ Flying blind” – no pre-sales/pipeline metrics

Business Challenge

Evolving business model

Large sales territories

Regional inconsistencies

Technology Challenge

Legacy environment

Offshore software development

Outsourced technology infrastructure

Rapid change

Inefficiency

“ Flying blind” – no pre-sales/pipeline metrics

Phoenix – The Solution How did we address the challenges? Identified & captured key metrics Integrated with legacy data stores Focused on positive user experience Designed tools to collect data transparently (while helping users) Re-positioned technology emphasis Unlimited Edition 210 users 4 AppExchange API integration points; 2 Web integration points Used by sales, marketing Mobilizing to Blackberry in Q4 DEPLOYMENT DETAILS

How did we address the challenges?

Identified & captured key metrics

Integrated with legacy data stores

Focused on positive user experience

Designed tools to collect data transparently (while helping users)

Re-positioned technology emphasis

Unlimited Edition

210 users

4 AppExchange API integration points; 2 Web integration points

Used by sales, marketing

Mobilizing to Blackberry in Q4

Phoenix – Results What were the results? Key development efforts in half the time, 25% the cost Better visibility into pre-sales activity & pipeline (illustration to application to offer) Broad user and executive support: 96% adoption 2005 - sales grew 33% TIME COST Our old (J2EE) process Salesforce.com

What were the results?

Key development efforts in half the time, 25% the cost

Better visibility into pre-sales activity & pipeline (illustration to application to offer)

Broad user and executive support: 96% adoption

2005 - sales grew 33%

Lisa Lawrence Sales Resources Manager [email_address]

Liberty Northwest Insurance (LNW) Part of Liberty Mutual Group Since 1983, HQ in Portland, Ore. Offer business & consumer insurance Commercial auto, property & liability Personal lines Workers’ compensation Distribution: Direct & Agency INDUSTRY: Insurance EMPLOYEES: 1,000 GEOGRAPHY: Northwest Region (AK, ID, MT, OR & WA) PRODUCT(S) USED: Enterprise Edition, SFA, 11 Custom Objects, 11 Custom Tabs, Applications Downloaded – Exact Target # USERS: 80 – 86% login rate USER GROUP LEADER : Portland

Part of Liberty Mutual Group

Since 1983, HQ in Portland, Ore.

Offer business & consumer insurance

Commercial auto, property & liability

Personal lines

Workers’ compensation

Distribution: Direct & Agency

Challenge: No Visibility Into Sales Rep Activity Reams of inadequate quarterly reports Delayed notice of deal status Scheduled servicing events in Excel spreadsheets No uniform lead qualification Added complexity of multi-channel distribution No documented client activity No evidence that sales reps use selling methodology Sales tracking uses a paper transmittal system Inability to focus sales efforts, poor activity management!

Reams of inadequate quarterly reports

Delayed notice of deal status

Scheduled servicing events in Excel spreadsheets

No uniform lead qualification

Added complexity of multi-channel distribution

No documented client activity

No evidence that sales reps use selling methodology

Sales tracking uses a paper transmittal system

Create 360-Degree View of Sales Rep Activity Customize Salesforce Use out-of-the box functionality—Big bang Dashboards, customize layouts, custom objects, Office & Outlook Editions, Excel Connector, activity history, custom reports Implement best practices Company initiatives Unique business processes Selling methodology Create monitoring tools You can’t manage what you don’t measure!

Customize Salesforce

Use out-of-the box functionality—Big bang

Dashboards, customize layouts, custom objects, Office & Outlook Editions, Excel Connector, activity history, custom reports

Implement best practices

Company initiatives

Unique business processes

Selling methodology

Create monitoring tools

You can’t manage what you don’t measure!

Liberty Northwest Solution: 360-Degree View On the Spot View Instant Notices Detailed View Drill into Data Summary View Manage Activity Create Multiple Views Best Practice Adoption (Custom Reports) Sales & Renewal Production (Dashboards) Client Relationships (Contact Roles, Partners) Instant Notification Won/Lost Deals (Auto Alerts) Product Book (Custom Opportunity Layout) Prospect Qualifying Activity (Custom Object & Tab Views) Client Interactions (Activity History) Sales Rep Activity 360 Degree View

On the Spot View Instant Notices

Detailed View Drill into Data

Summary View Manage Activity

360-Degree View: Prospect Qualifying Activity Insight into sales rep ranking rationale Targets prospects with greatest LNW fit Zeros in on client’s pain Viewed easily by others Identifies performance gaps Increased visibility

Insight into sales rep ranking rationale

Targets prospects with greatest LNW fit

Zeros in on client’s pain

Viewed easily by others

Identifies performance gaps

360-Degree View: Client Interactions Log of client & sales rep interactions View upcoming appt’s Log of completed & planned servicing events Increased visibility

Log of client & sales rep interactions

View upcoming appt’s

Log of completed & planned servicing events

360-Degree View: Sales and Renewal Production Keeps appropriate staff in communication loop Deals at risk Single source for results Actual against goal Increased Visibility

Keeps appropriate staff in communication loop

Deals at risk

Single source for results

Actual against goal

360-Degree View: Client Relationships Servicing team Agency partners Account hierarchy Key decision-makers Increased Visibility

Servicing team

Agency partners

Account hierarchy

Key decision-makers

Liberty Northwest: Results Increased visibility Everyone can access the data they need, when they need it Can view results online, in real-time, and get immediate notifications. Sales managers report results from a single place. Increased productivity Standard processes = focused sales rep activity = more efficiency. Less time spent looking for information. Eliminate deal-tracking transmittal process & dedicated staff position. Better decision-making Objective prospect ranking and evaluation process. Use trending analysis to be more competitive & responsive. Conducting performance reviews using Salesforce. Use predictive modeling.

Increased visibility

Everyone can access the data they need, when they need it

Can view results online, in real-time, and get immediate notifications.

Sales managers report results from a single place.

Increased productivity

Standard processes = focused sales rep activity = more efficiency.

Less time spent looking for information.

Eliminate deal-tracking transmittal process & dedicated staff position.

Better decision-making

Objective prospect ranking and evaluation process.

Use trending analysis to be more competitive & responsive.

Conducting performance reviews using Salesforce.

Use predictive modeling.

Sal Caruso Principal Solution Consultant [email_address]

Why Partner Relationship Management (PRM) for Insurance? Over 150,000 + independent agents Loyalty and mind-share New product introductions Visibility to sales activity Productivity Common Agent Management Challenges Products mostly sold through independent agents

Over 150,000 + independent agents

Loyalty and mind-share

New product introductions

Visibility to sales activity

Productivity

Common Agent Management Challenges

Introducing Salesforce PRM My CRM One Pipeline. One Application. One Salesforce. My SFA Consolidated Visibility Increased Agent Adoption Complete Agent Lifecycle Management Optimized Agent Coverage Global Agent Program Management My PRM

Consolidated Visibility

Increased Agent Adoption

Complete Agent Lifecycle Management

Optimized Agent Coverage

Global Agent Program Management

First Point and Click Customization for Agent Portal Custom Branding Custom Messages Custom Tabs Custom Layouts Custom Lead Forms Custom Fields Custom Help Custom Workflow Customize Anything! Customize with Clicks not Code Brand Message Tabs Fields Help Workflow Layout

Custom Branding

Custom Messages

Custom Tabs

Custom Layouts

Custom Lead Forms

Custom Fields

Custom Help

Custom Workflow

Customize Anything!

Complete Producer Agent Lifecycle Management Increase agent effectiveness Automate Recruitment Market Sell Measure View Every Metric Improve Effectiveness Generate Loyalty Recruit Sales Analytics Agent Production Dashboards Data Quality Management Agent Recruitment Agent Account Management Producer Training Producer Territory Plans Lead Management Agent Communications Funds & Budgeting Management Document Management Client Registration Opportunity / “Case” Management Activity Management Policy Management Workflow

Sales Analytics

Agent Production

Dashboards

Data Quality Management

Agent Recruitment

Agent Account Management

Producer Training

Producer Territory Plans

Lead Management

Agent

Communications

Funds & Budgeting Management

Document Management

Client Registration

Opportunity / “Case” Management

Activity Management

Policy Management

Workflow

PRM Demo Key Workflows Agent Profile Management Opportunity / "Case" management Producer agent training Product and process updates Producer licensing management New agency registration Key Benefits Gaining a unified enterprise view of customers Driving agent pipeline Fully integrated partner programs

Key Workflows

Agent Profile Management

Opportunity / "Case" management

Producer agent training

Product and process updates

Producer licensing management

New agency registration

Key Benefits

Gaining a unified enterprise view of customers

Driving agent pipeline

Fully integrated partner programs

John Caine Director, Technology Strategy Lisa Lawrence Sales Resources Manager Sal Caruso Principal Solution Consultant QUESTION & ANSWER SESSION

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