0
Salesforce Communities Webinar
Drive Efficiencies and Reduce Costs through
Increased Collaboration
June 17, 2014
facebook....
Speakers
Dustin Johnson
Senior Director,
Business Solutions
Brendan Callum
Service Cloud &
Communities Architect
Perficient
• Founded in 1997
• Public, NASDAQ: PRFT
• Major market locations throughout
North America
• Global delivery centers in Ch...
• More than 450 customers │ Completed ~ 3,000 Salesforce engagements
• Expertise: Sales and Service Clouds, Chatter, Porta...
Practice Overview
• Service & support communities
• Multi-channel support
• Knowledge & self-service
• Live chat
• Mobile/...
Agenda
•MedAssets & Salesforce
•Objectives of Client Community Portal
•Community Functionality
•Highlights of Deployment
•...
MedAssets & Salesforce
• Deployed in 2011
• 1,600 Unlimited Edition
• Sales, Service, Marketing Clouds
• Custom Applicatio...
Client Community Portal Objectives
• Support entire customer
lifecycle
• Accommodate all
products/services
• Increase self...
Approach
• Use out-of-the box functionality as much as possible
– Profile
– People
– Files
– Groups
• Maintain corporate b...
Home Page
• Open support case
• Call to action
widgets
• Central “My Feed”
• “My Project” –
product
implementations
1. Define projects related to program
2. Upload files
3. Manual share access to customers
Program Implementation Setup
Program Implementation Site
• Project team
collaboration
• Status of individual
projects
• Integrated Chatter files
with d...
Product Ideas
• Built on top of free
AppExchange App
“Ideas Widget Library”
• Topics = product
families
• Idea themes - be...
Products News Landing Page
• Open to entire
community
• Rich-text field
• Events widget
• “My Products”
pages controlled b...
Product Page
• Rich-text field
• Events widgets
• Document widget
• Product specific
collaboration
Deployment
• Customer Communication
– Two minute marketing video http://communities.medassets.com
– Email communication (p...
Lessons Learned
• Test data queries in full sandbox (full data set)
• Change management for employees
– What goes between ...
Enter in Chat Window
Thank You!
For more information email us at
sales@perficient.com
Upcoming SlideShare
Loading in...5
×

Using Salesforce Communities to Drive Efficiencies and Reduce Costs Through Increased Collaboration

563

Published on

There are very few companies that aren’t looking to lower their costs, enhance their operational efficiency and improve revenue performance. Connecting the dots in your ecosystem ─people and processes─ is vital to accomplishing these objectives.

Learn how one of our clients is engaging and supporting their clients with the power of Salesforce Communities.

You’ll learn how to:

Create an interactive community home page.

Use Chatter and collaboration with customers in a community.

Connect customers to the product management & development cycle.

Support complex case access and sharing controls.

Develop engaging UX/UI with CSS and Visualforce.

In this slideshare, our client, MedAssets, will tell the story of how they have improved the quality and effectiveness in healthcare with Salesforce Communities.

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
563
On Slideshare
0
From Embeds
0
Number of Embeds
8
Actions
Shares
0
Downloads
10
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Using Salesforce Communities to Drive Efficiencies and Reduce Costs Through Increased Collaboration"

  1. 1. Salesforce Communities Webinar Drive Efficiencies and Reduce Costs through Increased Collaboration June 17, 2014 facebook.com/perficient twitter.com/Perficientlinkedin.com/company/perficient
  2. 2. Speakers Dustin Johnson Senior Director, Business Solutions Brendan Callum Service Cloud & Communities Architect Perficient
  3. 3. • Founded in 1997 • Public, NASDAQ: PRFT • Major market locations throughout North America • Global delivery centers in China, Europe and India • >2,100 colleagues • Dedicated solution practices • ~85% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards Perficient Profile
  4. 4. • More than 450 customers │ Completed ~ 3,000 Salesforce engagements • Expertise: Sales and Service Clouds, Chatter, Portals, Communities, Mobile and Custom Development on Salesforce Platforms • Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail • One of the highest Salesforce.com customer satisfaction ratings: 9.4 out of 10! Salesforce Practice
  5. 5. Practice Overview • Service & support communities • Multi-channel support • Knowledge & self-service • Live chat • Mobile/embedded support • Zendesk/RightNow migrations • Complex community sharing models Our Current Focus A Few of our Successes Communities & Service Cloud Practice
  6. 6. Agenda •MedAssets & Salesforce •Objectives of Client Community Portal •Community Functionality •Highlights of Deployment •Lessons Learned •Q&A
  7. 7. MedAssets & Salesforce • Deployed in 2011 • 1,600 Unlimited Edition • Sales, Service, Marketing Clouds • Custom Application Development • Prior Customer Portal was on the Salesforce • Authenticated sites platform and was primarily only for support cases
  8. 8. Client Community Portal Objectives • Support entire customer lifecycle • Accommodate all products/services • Increase self-service support resources • Build a secure customer community
  9. 9. Approach • Use out-of-the box functionality as much as possible – Profile – People – Files – Groups • Maintain corporate brand • Team effort – Client support – Account management – Product management – Corporate & segment marketing – Client training product implementations – IT
  10. 10. Home Page • Open support case • Call to action widgets • Central “My Feed” • “My Project” – product implementations
  11. 11. 1. Define projects related to program 2. Upload files 3. Manual share access to customers Program Implementation Setup
  12. 12. Program Implementation Site • Project team collaboration • Status of individual projects • Integrated Chatter files with document related list
  13. 13. Product Ideas • Built on top of free AppExchange App “Ideas Widget Library” • Topics = product families • Idea themes - beta
  14. 14. Products News Landing Page • Open to entire community • Rich-text field • Events widget • “My Products” pages controlled by account “live” assets
  15. 15. Product Page • Rich-text field • Events widgets • Document widget • Product specific collaboration
  16. 16. Deployment • Customer Communication – Two minute marketing video http://communities.medassets.com – Email communication (pre and post) – Customer conference & regional user group meetings • Metrics & Measurement – Dashboard • Logins • Questions • Ideas • Most active users – Google Analytics • Browsers/screen size • Page flow • Average session time / # of pages in session • Which pages being viewed • Tip: Remember to filter out your domain/IP Addresses to not artificially inflate numbers by employees – In the future Chatter Analytics
  17. 17. Lessons Learned • Test data queries in full sandbox (full data set) • Change management for employees – What goes between internal org versus community • Nurturing a community is harder then deploying the technology
  18. 18. Enter in Chat Window
  19. 19. Thank You! For more information email us at sales@perficient.com
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×