franchise flywheel overview




Clint Lee,
The Flywheel Group


Bryan O’Rourke, MBA
The Flywheel Group
Overview

             We’ll Discuss...
           ✓ Key Considerations
           ✓ Specific Requirements
           ✓ Fr...
Key Considerations



                ✓ Meets Your Unique Needs
                ✓ Delivers Exceptional Value
             ...
Specific Requirements
In addition to meeting all key considerations, a solution should assist with
Systematizing the follo...
Key Consideration #1:
Delivering Exceptional Value
Why Salesforce.com?




                ✓ Proven Market-Leader in Sales
                  Force Automation
               ...
The Cloud Computing Model



     Multi-tenant
     Automatic Upgrades                                                    ...
The Cloud Serves Companies of Every Size
Key Consideration #2:
Availability of Support
Salesforce Support vs. The Flywheel Group


   Salesforce                        Flywheel Group

  ✓ Dedicated Account Exe...
Key Consideration #3:
Ease of Use
Intuitive User Interface




✓ Web-Based
✓ Easy to Navigate
Mobile Access




         ✓ View and Edit Data
         ✓ Review Dashboards
         ✓ And more...
Key Consideration #4:
Integration with Other Tools
Microsoft Outlook Integration




     Synchronize your contacts, tasks, and calendar events

   ✓ Associate Outlook email...
Google Apps Integration



               ✓ Business Gmail

               ✓ Google Talk - Instant Messaging

            ...
Force.com API - Connecting the Clouds




       What if you could combine platforms to
       create the best of all worl...
Key Consideration #5:
Meets Unique Needs
Franchise Sales
Franchise Sales Process
Generate More Leads
Plan and execute marketing campaigns that generate demand for your product or ...
Franchise Sales Process
 Optimize Lead Flow
 Create a closed-loop follow-up process so leads don’t slip though the cracks....
Franchise Sales Process
 Close More Deals
 Close deals faster by providing a single place for updating deal information, t...
Key Consideration #5:
Meets Unique Needs
Franchise Support, Launch & Admin
Franchisee Support Process
   Funnel Cases from Disparate Customer Touch Points
   Effective customer service benefits eve...
Franchisee Support Process
   Streamline Your Case Resolution Process
   Make sure your service and support organization o...
Franchisee Support Process
   Provide 24/7 Self-Service Support with the Customer Portal
   In an increasingly connected w...
Key Consideration #5:
Continues to Meet Emerging Needs
Emerging Needs?




✓ Chatter - an internal collaboration tool

✓ Twitter for Salesforce - social media integration


    ...
Key Consideration #6:
Implementation & Pricing
Very Affordable
Salesforce.com Pricing




✓ Per-User Pricing    ✓ No Set-Up Fees
✓ Multiple Editions   ✓ No Software/Hardware Investment
Flywheel Group Support Pricing


✓   Available for further customization
✓   Available for implementation support
✓   Avai...
Application Pricing



 $10.95 per user per month

 ✓ Monthly Pricing

 ✓ No Set-Up Fees Required

 ✓ No Hidden Fees
Implementation Plan




     ✓ Per User Fee for System
     ✓ No charge for mobility
     ✓ No charge for integration
CONTACT US



 www.franchiseflywheel.com
            Presented By:

        The Flywheel Group
     March 2010 - all right...
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Franchise Flywheel Overview

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This provides an overview of benefits and features of the franchise flywheel salesforce.com application.

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  • Never been a better time for Cloud Computing

    Core tenets of cloud computing: multi-tenant, pay-as-you-go, elastic

    - Cloud computing offers the right answer for today’s economy: no capital expense, modest operating expense, scales with your business
  • Salesforce serves small, medium, and large sized companies

    Small companies benefit with access to enterprise apps and infrastructure that they might not be able to afford

    - Large companies benefit with the innovation, rapid scalability, and rapid deployment of people and apps in the cloud

























  • Franchise Flywheel Overview

    1. 1. franchise flywheel overview Clint Lee, The Flywheel Group Bryan O’Rourke, MBA The Flywheel Group
    2. 2. Overview We’ll Discuss... ✓ Key Considerations ✓ Specific Requirements ✓ Franchise Flywheel Solution & Demo ✓ Pricing ✓ Follow Up
    3. 3. Key Considerations ✓ Meets Your Unique Needs ✓ Delivers Exceptional Value ✓ Availability of Support ✓ Ease of Use ✓ Integration With Existing Tools ✓ Near Term Implementation
    4. 4. Specific Requirements In addition to meeting all key considerations, a solution should assist with Systematizing the following... Franchisee Support Franchise Sales Process Pre-Opening Process Process
    5. 5. Key Consideration #1: Delivering Exceptional Value
    6. 6. Why Salesforce.com? ✓ Proven Market-Leader in Sales Force Automation ✓ Leader in Cloud-Computing Model ✓ Continuous Innovation ✓ No Capital Investment for Customers
    7. 7. The Cloud Computing Model Multi-tenant Automatic Upgrades 5 Times Faster Pay-as-you-go Half the Cost Real-time IDC White Paper sponsored by Salesforce.com: “Force.com Cloud Platform Drives Huge Time to Market and Cost Savings”, Doc # 219965, September, 2009
    8. 8. The Cloud Serves Companies of Every Size
    9. 9. Key Consideration #2: Availability of Support
    10. 10. Salesforce Support vs. The Flywheel Group Salesforce Flywheel Group ✓ Dedicated Account Executive ✓ Initial Configuration Guide ✓ Access to Phone/IT Help Desk ✓ Configuration Videos ✓ Extensive Online Documentation ✓ Hourly Rate Consulting ✓ Online Training Classes ✓ Robust Community of Users
    11. 11. Key Consideration #3: Ease of Use
    12. 12. Intuitive User Interface ✓ Web-Based ✓ Easy to Navigate
    13. 13. Mobile Access ✓ View and Edit Data ✓ Review Dashboards ✓ And more...
    14. 14. Key Consideration #4: Integration with Other Tools
    15. 15. Microsoft Outlook Integration Synchronize your contacts, tasks, and calendar events ✓ Associate Outlook email messages with salesforce.com records ✓ Create cases from Outlook email messages ✓ Map custom fields in Salesforce.com to fields in Outlook ✓ And much more...
    16. 16. Google Apps Integration ✓ Business Gmail ✓ Google Talk - Instant Messaging ✓ Documents ✓ Spreadsheets ✓ Presentations
    17. 17. Force.com API - Connecting the Clouds What if you could combine platforms to create the best of all worlds?
    18. 18. Key Consideration #5: Meets Unique Needs Franchise Sales
    19. 19. Franchise Sales Process Generate More Leads Plan and execute marketing campaigns that generate demand for your product or service. Capture those leads through a variety of channels including your Web site. Campaign ROI Top Search Terms Leads by Source Lead Quality Web Site Visitors Web Form • Organic Web traffic • “Contact me” request • AdWords referrals • Free trial • Email responses • Event registration Plan and Execute Marketing Campaign • Google AdWords Inbound Calls Create New Leads Lead Capture • Email Marketing • Direct Mail • Yellow pages • Search for the customer in Salesforce • Set up auto-response emails • Cold Calls • Google Maps • If one doesn’t exist, create a new lead -”Thank you for your interest” • Word-of-mouth referrals -Your trial information • Partners -Event details • TV • Radio • Set up lead assignment rules -Geography • Events Lists Import Data -Company size • Trade Shows -Product of interest • PR • Purchased list • Use the import wizard or • Trade show Excel connector • Legacy data
    20. 20. Franchise Sales Process Optimize Lead Flow Create a closed-loop follow-up process so leads don’t slip though the cracks. Establish a lead qualification process to make sure all sales reps use the same consistent methodology. Lead by Status Lead Conversion % Converted Leads by Month Top Sales Reps My Open Leads Duplicate Lead? Working Leads Establish Contact? Qualified? Yes Yes Set up different views to The find duplicate button When you’re working a lead, No No Create a set of qualification manage your leads. For searches for similar leads you’ll set up a series of tasks, questions, such as current example, today’s leads or or contacts in Salesforce. which might vary based on the situation, product of interest, leads sorted by lead type. type of lead. For example: timeframe, key decision If a lead turns out to be a makers duplicate, easily merge the Day 1: Personalize mass email Keep an archive of your dead leads. two records. Day 2: Call/voicemail If the lead is qualified, convert Day 4: Call/voicemail Use email marketing and call downs to it into a contact, with an Salesforce has a number of Day 7: Personalize mass email re-market to your archived leads. associated opportunity and AppExchange partners that account. provide high volume de- duplication and data cleansing tools.
    21. 21. Franchise Sales Process Close More Deals Close deals faster by providing a single place for updating deal information, tracking opportunity milestones, and recording int ractions. e Easily analyze your sales pipeline so you can quickly identify and eliminate any bottlenecks in the sales cycle. Top 10 Deals Month-to-Date Trending Closed Business by Month Top Sales Reps Sales Marketing Open Opportunities Presentation Proposal Negotiation Won Yes You can monitor your Customize Salesforce to fit your internal No New Customers Support opportunities reports and sales methodologies and processes, making dashboards to keep track it easier to monitor your sales pipeline. Salesforce gives your entire company a of your top deals and 360-degree view of your customers and prioritize your time. facilitates collaboration across your Keep an archive of your dead opportunities. organization, helping you build strong, lasting customer relationships. Use email marketing and call downs to re-market to your archived opportunities.
    22. 22. Key Consideration #5: Meets Unique Needs Franchise Support, Launch & Admin
    23. 23. Franchisee Support Process Funnel Cases from Disparate Customer Touch Points Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, the Web, and chat. Cases by Type y yp Cases by Source y Cases by Customer y Case Volume ? Log a Case Online • Customer Portal Case Deflection With the customer portal, you • Web-to-Case can set it up so the customer receives a suggested solution before submitting a case Call Support CTI Integration (optional) Your Customer Has a Question • Press 1 for Support The customer’s information • Press 2 for Billing automatically pops up for the • Technical Support support rep Case Is Created • Billing Question • Feature Request • U d t d Account Info Updated A tI f Email Support Email-to-Case (optional) • support@acme.com You can setup email-to-case • billing@acme.com so that a case is automatically created based on an incoming email. Call Sales Log a Case Manually • “While I have you on the phone…” The salesperson creates a •” I don’t know who to call but…” case on behalf of the customer 1 2
    24. 24. Franchisee Support Process Streamline Your Case Resolution Process Make sure your service and support organization operates with maximum efficiency and accuracy. Streamline complex customer service processes, automate workflow, and increase service quality and consistency. Top Agents p g Case Status Most Used Solutions Avg. Response Time g p Customer Satisfaction Case Is Assigned Verify Entitlements Identify Solution • Suggested solution Communicate Solution • Over the phone Resolved? ! Case Closed Yes • Standard queue • Level of support • Search solutions • Email template • Log call notes No • Premier queue • Primary contact • Browse solutions • Customer Portal • Cl Close case • US queue • Installed products • Create a solution • Send survey • EMEA queue Rework the Case • Tier 1 queue • New information is gathered • Tier 2 queue • Comments added to the case Case Is Reassigned Case Is Escalated • Brought to the attention of the support manager • Took too long to solve the case • Assigned to a tier 2 rep or tier 2 queue • Need tier 2 help to solve the case 1 2 3
    25. 25. Franchisee Support Process Provide 24/7 Self-Service Support with the Customer Portal In an increasingly connected world, customer self-service has become a way of life. Drive greater customer loyalty through customer-driven communities and unprecedented online access to information and resources. # of Customer Logins g Self-Service Transactions # of Posts, Comments, Votes , , Popular Ideas p Top Contributors p Use your Web site and email correspondence to drive customers to the self service portal, where they can log self-service portal Customer Portal Login Self-Registration Self Registration cases, check the status of cases, and connect with the online community My Home Page My Cases Knowledgebase Salesforce Ideas Custom Apps You can create multiple Customers can log a case Users can search or Let customers post, vote post With the standard portals for different types online and come back to browse through solutions on, and discuss ideas with customer portal you can of customers each, with check the status or case in the online one another: you can deploy your own custom its own custom home history knowledgebase and capture feedback or applications to customers page provide feedback on those manage feature requests solutions they found helpful New Case is Created Cases logged to the portal will be routed and assigned to a queue for an agent to work 1 2 3
    26. 26. Key Consideration #5: Continues to Meet Emerging Needs
    27. 27. Emerging Needs? ✓ Chatter - an internal collaboration tool ✓ Twitter for Salesforce - social media integration What’s Next?
    28. 28. Key Consideration #6: Implementation & Pricing Very Affordable
    29. 29. Salesforce.com Pricing ✓ Per-User Pricing ✓ No Set-Up Fees ✓ Multiple Editions ✓ No Software/Hardware Investment
    30. 30. Flywheel Group Support Pricing ✓ Available for further customization ✓ Available for implementation support ✓ Available for interfacing with existingn systems ✓ Available to migrate from existing platforms ✓ Initial on-site or on-line consultation ✓ Specific performance proposal to support @ $85 / hour
    31. 31. Application Pricing $10.95 per user per month ✓ Monthly Pricing ✓ No Set-Up Fees Required ✓ No Hidden Fees
    32. 32. Implementation Plan ✓ Per User Fee for System ✓ No charge for mobility ✓ No charge for integration
    33. 33. CONTACT US www.franchiseflywheel.com Presented By: The Flywheel Group March 2010 - all rights reserved
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