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Using AppExchange to Automate Complex Business Processes
 

Using AppExchange to Automate Complex Business Processes

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    Using AppExchange to Automate Complex Business Processes Using AppExchange to Automate Complex Business Processes Presentation Transcript

    • 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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