Using AppExchange to Automate Complex Business Processes

Using AppExchange to Automate Complex Business Processes Ly Townsend, salesforce.com Chip Vanek, Magma Design Automation, Inc. Maryann Najmola, Cigna International Track: Advanced EE System Administrators

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.

Ly Townsend Customer Success Manager [email_address]

What is ?
The AppExchange is a directory of applications which allows users a way to browse, test drive, share, and install applications developed on salesforce.com's AppExchange platform.
With just a few clicks, these apps can be installed into a company's salesforce.com environment and begin delivering added functionality immediately.

Why the AppExchange?
Saves you Time
Why create something new when you can leverage existing functionality?
Ability to download applications and then customize – no need to start from scratch!
Easier to automate complex processes with existing solutions.
Saves you Money
No need to hire additional resources to develop new functionality when you can download it.
We host it – you run it! Don’t spend money on the additional hardware.

Getting Started
Understand what your business needs are first to leverage the Appexchange.
Find the right AppExchange for your organization:
“ Search” for programs on the AppExchange:
Demo the Application:
Download:
Setup & Customize
Rollout to your users
Drive Adoption with the AppExchange!

Helpful Hints
Most applications developed by salesforce.com are free!
Use the “Search” box to find matching functionality
Leverage “Components” such as s-controls and adoption dashboards to receive quick results.

Chip Vanek Director of Corporate and CRM Applications [email_address]

Magma Design Automation, Inc.
The Fastest Growing EDA Company
Software used to create chips
Excels with Leading Edge Software
Customer projects drive the software
Smaller chips require innovative software tools.
Distributed R&D and Support Teams
R&D centers in India, Netherlands, Texas, California
Support centers near our customers
INDUSTRY: Software EMPLOYEES: 680 GEOGRAPHY: Santa Clara, CA
PRODUCT(S) USED:
SFA
Service & Support
6 custom applications
2 customizations of downloaded AppExchange applications
# USERS: 600

Key Challenges
Business Challenge
Lack of R&D coordination
Unscalable support process
Product delivery delays
Increasing complexity
Technology Challenge
One view worldwide
Integration between systems
Constant process change
Rising operating costs
Inefficiency
Low customer service
Missed revenue opportunities

Software Development Process Solution
Common view of issues & changes
Capture all customer issues & assign
Link to committed changes in software
Notify users & measure for managers
Integrate with production flows
ClearCase and Linux command line
Mirror with AppExchange objects
Approval of code reviews
Result is one view of fixes in build
Optimize time from fix to delivery
8 R&D Locations
70 R&D Teams
68 Custom Objects
272 R&D users
135 Product components
linux command prompt
DEPLOYMENT DETAILS

The Order Management Solution
Quote form from Opportunity
Capture pricing & product guidelines
Create proposals & notify teams
Quote process to capture key info
Signed NDA and Contracts
License delivery & support information
Automated Order processing
License key generation and delivery
Update of Customer into SAP
Load of Order into SAP Sales contract
52 Sales People
4,000 product SKUs
5 quotes per order
Tight SAP integration
DEPLOYMENT DETAILS

Results
Salesforce has allowed us to stay lean in explosive growth
200 to 680+ employee in 3 years
Headcount for product development not operations
One view of customer is optimizing field headcount growth
Consistently collect data for quality management
AppExchange has allowed us to model the tool to our business
Higher customer satisfaction with customer cases and portal
Marketing leading products that work as one coordinated whole

Software Development Process
Developers create branches
Use scripts to link CRs
Branches have a list of the CRs and fields for comments.
Managers approve branches
Approvals are linked to branches and enforce fields.
SCM merges branches
Builds are the result
CRs fixed in a build
Customer interested in CR .

Managing Customer Projects
High Level View of Projects
Large customer can have many active Tech Campaigns
Distributed Sales & Support teams can see other TCs
Standardized vocabulary
Tracking of Builds
Special builds for specific projects on specific versions.
Key element of next projects

CaseWatcher – Notification rules
We needed a flexible way for users to be notified of changes
Triggered by Cases linked to a Team, Component, TC or user
Watches certain fields and sends email immediately or digest

Maryann Najmola Database Administrator [email_address]

CIGNA International
CIGNA International Expatriate Benefits (“CIEB”) is the only company that exclusively focuses on employee benefits coverage for U.S. and non-U.S. expatriates. All of our services and systems have been expressly designed to support international companies and their globally mobile employees.
North American Operations
18 sales reps in 13 regional offices including Canada
33 account managers located in the home office
European Operations
6 European field sales offices located in England, Spain, Germany, Benelux, Switzerland and the Middle East
INDUSTRY: Healthcare Insurance (Expatriate) EMPLOYEES: 360 GEOGRAPHY: Delaware (home office)
PRODUCT(S) USED: SFA
AppExchange:
Vertical Response
Demand Tools
Rainmaker
Mass Contact Address Change
# USERS: 190

Key Challenges
Business Challenge
Key Stakeholder Sponsorship
Inconsistent communication process
Incomplete business representation
Unreliable data quality
Technology Challenge
Integration between systems
Lack of IT support
Strict/Lengthy process flow
High Costs
Inefficiency Metrics
Low customer service

The Solution
How did we address the challenges?
Implemented centralized email campaign and distribution methods
Integrated Sales/Account Management compensation plan
Deployed a mobile solution
Increased customized trainings
(Design Stage) Automate internal implementation process
(Planning Stage) Additional support for administrative team

Results
What were the results?
Measurable Improvements in Sales Projects
Visibility
Accuracy
Higher customer satisfaction
Reduction in duplication of work
Clear and consistent implementation process

Application Demonstration
Department : Sales, Account Management, & Client Services Operations
# Users : 6
Key Requirements:
Executive visibility
Consistent company branding model
Support mobile sales/account management team
Key Benefits:
Eliminated manual emailing processing
Increased data quality
Ability to monitor and track marketing campaigns
Measurable return on investment

Chip Vanek Director of Corporate and CRM Applications Maryann Najmola Database Administrator QUESTION & ANSWER SESSION

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Using AppExchange to Automate Complex Business Processes

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