Quote Management Made Easy Through Salesforce and the AppExchange

Slideshow Transcript

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