Quote Management Made Easy Through Salesforce and the AppExchange

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Quote Management Made Easy Through Salesforce and the AppExchange

  1. 1. Quote Management Made Easy Through Salesforce and the AppExchange Harpreet Ahluwalia, Salesforce.com Kevin McHugh, Symbol Technologies, Inc. Benjamin Taft, Foundry Networks, Inc. Ryan Borders, PlantCML Track: Sales Executives
  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. Common Quoting Challenges Customer Experience Product Complexity <ul><li>Configurable products </li></ul><ul><li>Multiple channels </li></ul><ul><li>Pricing variations </li></ul><ul><li>Global divisions </li></ul>Sales Efficiency <ul><li>Disconnected sales tools </li></ul><ul><li>Manual approvals </li></ul><ul><li>Poor pipeline visibility </li></ul><ul><li>Ease of doing business </li></ul><ul><li>Proposal accuracy </li></ul><ul><li>Branding </li></ul>Results… <ul><li>Lost Sales Opportunities </li></ul><ul><li>High Cost of Sales </li></ul><ul><li>Fragmented Customer Data </li></ul><ul><li>Margin Erosion </li></ul><ul><li>Inaccurate Forecasts </li></ul><ul><li>Inaccurate Orders </li></ul>“ I have a problem” “ I don’t have a solution”
  4. 4. Quote Management with Salesforce and AppExchange <ul><li>Identify critical quoting functions – configuration, pricing, approvals, proposal generation, offline capability, channel enablement, online storefronts </li></ul><ul><li>Find the right solution – 17 pre-integrated quoting solutions on AppExchange, including 1 from salesforce.com or build your own using the AppExchange platform </li></ul><ul><li>Ensure 2-way integration with salesforce.com – for efficient opportunity management and accurate forecasting </li></ul><ul><li>Integrate with ERP systems - for back-office productivity </li></ul>Opportunity Quote Quote Quote Quote Order Forecast
  5. 5. Kevin P. McHugh Director, Worldwide Sales Operations [email_address]
  6. 6. Symbol Technologies <ul><li>Founded in 1975 </li></ul><ul><li>Leading Mobile Computing and Barcode Scanner Manufacturer </li></ul><ul><li>Over 900 Patents in Wireless, Mobile Computing and Scanning Technology </li></ul><ul><li>Worldwide Operations in over 50 Countries </li></ul><ul><li>Highly Channel Centric with Over 10,000 Partners </li></ul>INDUSTRY: Manufacturing EMPLOYEES: 5,000 GEOGRAPHY: Global PRODUCT(S) USED: Sales Force Automation, AppExchange API, Briefcase Client, MS Outlook Client, MS Office Client and Sandbox # USERS: 900
  7. 7. Key Challenges with Previous CRM System <ul><li>Business Challenge </li></ul><ul><ul><li>Unintuitive User Interface </li></ul></ul><ul><ul><li>Account Manager Administration Time Excessive </li></ul></ul><ul><ul><li>Poor Forecast Visibility </li></ul></ul><ul><ul><li>Tool Very Inflexible </li></ul></ul><ul><ul><li>Competing Stakeholders </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Slow Response Times </li></ul></ul><ul><ul><li>Multiple Integration Points </li></ul></ul><ul><li>Loss in Field Productivity </li></ul><ul><li>Moderate Adoption in Field </li></ul><ul><li>Forecasts not Accurate </li></ul>
  8. 8. Symbol CRM – The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Symbol CRM: Two Applications that are Tightly Integrated </li></ul></ul><ul><ul><li>salesforce.com: Fast, Flexible and Intuitive for Field Sales – Out of the Box </li></ul></ul><ul><ul><li>Comergent: Custom and Very Controlled for Sales Finance </li></ul></ul><ul><ul><li>Address Core Requirements only in Phase One </li></ul></ul><ul><ul><ul><li>Opportunity Management </li></ul></ul></ul><ul><ul><ul><li>Forecasting </li></ul></ul></ul><ul><ul><ul><li>Real Time Reporting </li></ul></ul></ul><ul><ul><ul><li>Quotations </li></ul></ul></ul><ul><ul><ul><li>Deals Desk Approval </li></ul></ul></ul><ul><ul><li>Integrate with SAP ERP, SAP Business Warehouse and Siebel PRM Systems </li></ul></ul><ul><li>Proof of Concept August 2005 </li></ul><ul><li>Project Start November 2005 </li></ul><ul><li>APAC Pilot in January 2006 </li></ul><ul><li>May 2006: Worldwide Deployment completed in 6 months </li></ul><ul><li>900 Users </li></ul><ul><li>Integrations: Comergent, SAP, Siebel </li></ul><ul><li>High Touch Field Training </li></ul><ul><li>Key Stakeholders: Field Sales and Sales Finance </li></ul><ul><li>Futures: Mobile PDA, Campaign/Lead, Case Integration </li></ul>DEPLOYMENT DETAILS
  9. 9. Symbol CRM Intuitive, Easy to Use and Fast Online, Offline or Mobile Real Time Forecasting Territory Management Tool Robust Out of Box Features Managed by the Business Easy to Extend and Integrate Legacy Product Configurator Guided Selling – 6,000+ Products Complex Quoting Scenarios Real Time SAP Pricing Deal Desk Workflow Approval Audit Trail Custom Solution AppExchange API
  10. 10. Symbol CRM – Results <ul><li>What were the results? </li></ul><ul><ul><li>Field Associates: Satisfaction and Adoption High </li></ul></ul><ul><ul><li>Less Time Spent with the Tool – More Time with Customers </li></ul></ul><ul><ul><li>Role Based Management Visibility to Pipeline </li></ul></ul><ul><ul><li>More Accurate Real Time Forecasts </li></ul></ul><ul><ul><li>Faster Time to Market with System Changes </li></ul></ul><ul><ul><li>More Accurate Quote Configurations </li></ul></ul><ul><ul><li>Faster Price Exception (PE) Approvals </li></ul></ul><ul><ul><li>Automated PE Routing and PE Approval Notification </li></ul></ul>
  11. 11. Launching Solution Builder Comergent (Solution Builder) Login Data Migration Using AppExchange API Link to Product Catalog Configurator
  12. 12. Selecting Products – Guided Selling 6 Divisions 200 Product Families 6,000 Part Numbers Drill Down Product Catalog Starting at Product Division
  13. 13. Building a Quote Rules Based Product Family Top Down Approach Build Product List for Quote Technically Accurate Quotes
  14. 14. Real Time Pricing & Discounting Multiple Quote Iterations Real Time SAP Pricing Call Override Standard Pricing
  15. 15. Price Approvals Submit a Price Exception for Approval Notes & Attachments Sales Team Retrieval using AppExchange API Generate HTML Print Views of accurate and approved quotes
  16. 16. Updating the Opportunity for Accurate Forecasting Timed Update Using AppExchange API No Forecast Amount Override
  17. 17. Symbol CRM – In Summary <ul><li>Key Requirements </li></ul><ul><ul><li>Easy to Use Territory Management Tool </li></ul></ul><ul><ul><li>Improve Forecast Accuracy </li></ul></ul><ul><ul><li>Automate Quotation and Price Exception Process </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Improved Field Productivity and Satisfaction </li></ul></ul><ul><ul><li>Management Real Time Forecast Visibility </li></ul></ul><ul><ul><li>Improved Quote Accuracy </li></ul></ul><ul><ul><li>Faster Deal Approval Times </li></ul></ul><ul><li>Futures </li></ul><ul><ul><li>Implement Mobile Client </li></ul></ul><ul><ul><li>Implement Lead Management Functionality </li></ul></ul><ul><ul><li>Enhance Quote Output Formatting </li></ul></ul><ul><ul><li>Quote Integration to SAP Order Entry System </li></ul></ul>
  18. 18. Benjamin Taft Vice President, Marketing Foundry Networks, Inc.
  19. 19. Foundry Networks <ul><li>Leading Manufacturer of Switching & Routing networking solutions and technology </li></ul><ul><li>200 sales reps covering 50+ countries </li></ul><ul><li>400 Million annual revenue (‘05) </li></ul><ul><li>7 Straight years of profitability </li></ul><ul><li>Over 10,000 worldwide customers </li></ul>INDUSTRY: Manufacturing EMPLOYEES: 900 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support # USERS: 200+
  20. 20. Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Existing tool lacked security and adherence to SOX </li></ul></ul><ul><ul><li>Quote tool lacked features to Address Scaling/Growth (excel spreadsheet based approach) </li></ul></ul><ul><ul><li>No central forecasting and demand planning integration </li></ul></ul><ul><ul><li>Garbage in, Garbage out… </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Integration between systems </li></ul></ul><ul><ul><li>Legacy architecture </li></ul></ul><ul><li>SOX Compliance </li></ul><ul><li>Poor Forecasting Results </li></ul><ul><li>Duplication of data = error prone system </li></ul><ul><li>Lack of systems communication </li></ul>
  21. 21. The Solution <ul><li>The Players: </li></ul><ul><ul><li>Bluewolf Group (development and integration) </li></ul></ul><ul><li>How did we address the challenges: </li></ul><ul><ul><li>Conducted requirements gathering from key stakeholders </li></ul></ul><ul><ul><li>Hired 3 rd party developer for creation of customized application residing in Opportunity tab </li></ul></ul><ul><ul><li>Allows field sales to create/edit custom quotes and orders for customers and prospects </li></ul></ul><ul><ul><li>Build of Materials from quotes pushed to opportunity level for demand planning/forecasting purposes </li></ul></ul><ul><ul><li>Oracle integration on horizon, implemented with that in mind </li></ul></ul>
  22. 22. The Results <ul><li>What were the results? </li></ul><ul><ul><li>“ True” adoption rates are climbing (nearly 90%) </li></ul></ul><ul><ul><li>Quality/Timeliness of opportunity information improving </li></ul></ul><ul><ul><li>Operations now has valid, usable demand planning data </li></ul></ul><ul><ul><li>Quote tool output/input now meets SOX requirements </li></ul></ul><ul><ul><li>Integration of quoting/ordering to pipeline creates closed loop </li></ul></ul><ul><ul><li>Field rep turnover “catch-up” time minimized </li></ul></ul><ul><ul><li>Currency module allows localization of quoting/ordering </li></ul></ul><ul><ul><li>Required fields providing more information about our customers/prospects </li></ul></ul><ul><ul><li>Eventual migration to Oracle/Online order entry will reduce Quote to Cash time by 75% </li></ul></ul>
  23. 23. Solution Snapshot <ul><li>Department: Field Sales, 200+ Users </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Support mobile sales team (online and offline) </li></ul></ul><ul><ul><li>Ability to generate quote from opportunity tab </li></ul></ul><ul><ul><li>Eventual Integration with Oracle </li></ul></ul><ul><ul><li>Ability to PDF Quotes/Orders for customer use </li></ul></ul><ul><ul><li>Executive visibility to demand plan, BOM updates </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Migration from Excel spreadsheets to online tool </li></ul></ul><ul><ul><li>Centralized forecasting (forecast accuracy up 50%) </li></ul></ul><ul><ul><li>Quoting/Order Too is now “real time” </li></ul></ul><ul><ul><li>Improved Pipeline accuracy and opportunity information </li></ul></ul>
  24. 24. Launching Quote Tool Link to Quote Tool From Opportunity Detail Page
  25. 25. Screenshots Quote Header Multiple Quotes Per Opportunity Offline Availability
  26. 26. Screenshots
  27. 27. Final advice (Lessons) <ul><li>Hire the right partner (Bluewolf Group) </li></ul><ul><li>Keep It Simple, Stupid (KISS) </li></ul><ul><ul><li>If it turns out too complicated, you did it wrong, go back and try again </li></ul></ul><ul><ul><li>Because it is possible, doesn’t mean it’s a good idea. </li></ul></ul><ul><li>Do It Right The First Time (DirtFt) </li></ul><ul><ul><li>Don’t fall into the trap of “not enough time now, will get it right later” </li></ul></ul><ul><ul><li>Otherwise you’ll be doing work-arounds to flawed designs and building on that, and future hacks get even uglier </li></ul></ul><ul><li>Stick with the plan </li></ul><ul><ul><li>Minimize exceptions – everything works the same everywhere </li></ul></ul><ul><ul><li>Automated tools and processes then work consistently </li></ul></ul><ul><li>Eat your own dog-food </li></ul><ul><ul><li>Before finalizing the design, build a prototype and live on it for a while. </li></ul></ul>
  28. 28. Ryan Borders Sales Operations Manager [email_address]
  29. 29. <ul><li>Leading provider of mission critical communications systems </li></ul><ul><ul><li>Computer Telephony Integration </li></ul></ul><ul><ul><li>Computer Aided Dispatch </li></ul></ul><ul><ul><li>Geographical Information Systems </li></ul></ul><ul><ul><li>Digital Logging Recorders </li></ul></ul><ul><li>40 sales reps in 2 countries </li></ul><ul><li>Recently acquired Dialogic Communications Corporation </li></ul>PlantCML INDUSTRY: Software Development EMPLOYEES: 525 GEOGRAPHY: North America PRODUCT(S) USED: SFDC, Service & Support, Firepond CPQ OnDemand, Project Management application downloaded from AppExchange # USERS: 148
  30. 30. Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Inefficient applications </li></ul></ul><ul><ul><li>Excessive opportunity administration </li></ul></ul><ul><ul><li>Complex configurations </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Integration with ERP system </li></ul></ul><ul><ul><li>Lack of server infrastructure </li></ul></ul><ul><li>Less time selling </li></ul><ul><li>Additional headcount </li></ul><ul><li>Configuration errors </li></ul><ul><li>Lost revenue </li></ul><ul><li>Long quote cycle times </li></ul><ul><li>Poor customer satisfaction </li></ul>
  31. 31. PlantCML – The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Firepond CPQ OnDemand </li></ul></ul><ul><ul><ul><li>6 week implementation </li></ul></ul></ul><ul><ul><ul><li>Business user administration </li></ul></ul></ul><ul><ul><li>55 users </li></ul></ul><ul><ul><ul><li>Sales Operations </li></ul></ul></ul><ul><ul><ul><li>Field Sales </li></ul></ul></ul><ul><ul><ul><li>Channel partners </li></ul></ul></ul><ul><ul><li>Integration points: </li></ul></ul><ul><ul><ul><li>Opportunities </li></ul></ul></ul><ul><ul><ul><li>Products </li></ul></ul></ul><ul><ul><ul><li>Quotes </li></ul></ul></ul><ul><ul><li>Training </li></ul></ul>
  32. 32. PlantCML – Results <ul><li>What were the results? </li></ul><ul><ul><li>Reduced opportunity administration </li></ul></ul><ul><ul><ul><li>More time selling </li></ul></ul></ul><ul><ul><li>Higher adoption rate </li></ul></ul><ul><ul><li>Accurate forecasting </li></ul></ul><ul><ul><li>25% Reduction in quote cycle time </li></ul></ul><ul><ul><li>Higher visibility </li></ul></ul><ul><ul><ul><li>Marketing </li></ul></ul></ul><ul><ul><ul><li>Management </li></ul></ul></ul><ul><ul><li>Error reduction </li></ul></ul><ul><ul><li>“ Easier to do business with”…….. multiple customers comment </li></ul></ul>
  33. 33. Launching Application and Selecting Products Launch Firepond Quoting Application Select Product lines with Multiple Branches and Products Underneath
  34. 34. Configuration Wizard - Making Complex Simple <ul><li>Questions vs. component selection </li></ul>Wizard Driven Configuration Questions
  35. 35. Advanced User Editing User Alerts for Incompatible Items
  36. 36. Automated Pricing and Configuration Updates Automatic Pricing Updates
  37. 37. Quote Development Included Products
  38. 38. Proposal Generation Select Quote Proposal Content
  39. 39. Automatic Opportunity Updates Products and Prices are Automatically Populated Opportunity Value is Updated for Accurate Forecasting Proposal is Automatically Attached to Opportunity
  40. 40. Salesforce & Firepond <ul><li>Departments: Sales Operations, Sales, Sales Engineering </li></ul><ul><li>Firepond Users: 55 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Automated configuration </li></ul></ul><ul><ul><li>Business user maintained </li></ul></ul><ul><ul><li>Integration at the opportunity level in salesforce.com </li></ul></ul><ul><ul><li>Intuitive interface </li></ul></ul><ul><ul><li>Flexibility </li></ul></ul><ul><ul><ul><li>Override configurator </li></ul></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Reduced headcount needs </li></ul></ul><ul><ul><li>Pricing and design accuracy </li></ul></ul><ul><ul><li>Shorter quote cycle times </li></ul></ul>
  41. 41. Kevin McHugh Director, Worldwide Sales Operations Benjamin Taft Vice President, Marketing Ryan Borders Sales Operations Manager QUESTION & ANSWER SESSION
  42. 42. 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 189, #### For example, “ Session 123, 5555 ” Session ID: 189 Session ID # Scores for 4 categories SMS Voting powered by:

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