Aan003 Spreiter 091707


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  • Aan003 Spreiter 091707

    1. 1. Getting Your Users Addicted without them Knowing Courtney House, Envision Telephony Suzette Godwin-Romer, ADP Daryl Spreiter, salesforce.com Admin II: Sneak Attack
    2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, 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 service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, 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. </li></ul><ul><li>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. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
    3. 3. Today’s Agenda <ul><li>Introducing the Sneak Attack </li></ul><ul><li>The Impact of User Adoption on Business Performance </li></ul><ul><li>Customer Showcase: Envision Telephony </li></ul><ul><li>Customer Showcase: ADP </li></ul><ul><li>Recap of Session Highlights </li></ul><ul><li>Q&A with Speakers </li></ul>
    4. 4. The Sneak Attack <ul><li>Going beyond Sticks & Carrots </li></ul><ul><li>Creating the Wow! Factor </li></ul><ul><li>Save Time </li></ul><ul><li>Be More Productive </li></ul><ul><li>Improve Performance </li></ul>
    5. 5. The Impact of User Adoption on Business Performance <ul><li>Why Adoption is Important to YOU </li></ul><ul><ul><li>Negative Impacts </li></ul></ul><ul><ul><li>Positive Impacts </li></ul></ul><ul><li>Strong Adoption Drives Business Performance </li></ul><ul><ul><li>Productivity </li></ul></ul><ul><ul><li>Efficiency </li></ul></ul><ul><ul><li>Greater Visibility </li></ul></ul><ul><ul><li>Quality Data </li></ul></ul>
    6. 6. Readying the forces… Courtney House Project Manager Suzette Godwin-Romer Manager, Sales Technology How would someone want to use this tool ? How will Salesforce help them all day every day ? How can I engage my users and make them more productive ?
    7. 7. Courtney House Project Manager / Salesforce.com Administrator Envision Telephony, Inc. [email_address]
    8. 8. All About Envision <ul><ul><li>INDUSTRY : Software </li></ul></ul><ul><ul><li>EMPLOYEES : 85 </li></ul></ul><ul><ul><li>GEOGRAPHY : Global </li></ul></ul><ul><ul><li># USERS : 65 </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Salesforce SFA & Call Center, Surveyforce </li></ul></ul>Envision is a global software company that utilizes the &quot;voice of the customer&quot; to improve agent, call center and enterprise performance to deliver legendary customer experiences.
    9. 9. What is User Adoption for Envision <ul><li>Combination of the following: </li></ul><ul><ul><li>Login Statistics </li></ul></ul><ul><ul><li>Multiple Department Participation </li></ul></ul><ul><ul><li>Workflow Integration </li></ul></ul><ul><ul><li>Data Integrity </li></ul></ul>
    10. 10. Envision’s Journey to Adoption Implemented professional services into Salesforce User Adoption: ~98% 2007 Downloaded multiple apps from the AppExchange & implemented Monthly Salesforce Newsletter to users. User Adoption: ~95% 2006 Implemented Service & Support & started internal Salesforce Committee User Adoption: ~85% 2005 Focus on data integrity, customization and integration. User Adoption: ~80% 2004 New Salesforce Administrator Hired User Adoption: ~65% April 2003
    11. 11. Web Link Integrations <ul><li>Google Maps </li></ul><ul><li>Yahoo News </li></ul><ul><li>This Day in History </li></ul>
    12. 12. Monthly Newsletter to Drive User Adoption <ul><li>Combination of the following: </li></ul><ul><ul><li>Tips and Tricks </li></ul></ul><ul><ul><li>New Features & Functionality </li></ul></ul><ul><ul><li>Hidden Game </li></ul></ul><ul><ul><li>Login Statistics </li></ul></ul>
    13. 13. Automate Processes
    14. 14. Dashboards to Track Corporate Goals <ul><li>Create a company wide dashboard to match annual corporate goals. </li></ul>
    15. 15. User Adoption – Beyond Statistics <ul><li>What Helps Drives User Adoption </li></ul><ul><ul><li>Web Link Integrations </li></ul></ul><ul><ul><li>Newsletters – Envision Specific Salesforce Information </li></ul></ul><ul><ul><li>Workflow – Automated Processes </li></ul></ul><ul><ul><li>Highlight Progress Towards Company Goals With a Dashboard All Users Can Access </li></ul></ul><ul><li>What Measures User Adoption </li></ul><ul><ul><li>Reliable Data </li></ul></ul><ul><ul><li>Participation </li></ul></ul><ul><ul><li>User Satisfaction </li></ul></ul>
    16. 16. Courtney House Project Manager / Salesforce.com Administrator Envision Telephony, Inc. [email_address]
    17. 17. Manager, Sales Technology ADP National Account Services Suzette Godwin Romer [email_address]
    18. 18. World Class Service Fortune 200 NYSE: ADP More than 570,000 clients worldwide 2006 and 2007 Payroll Provider of the Year (HROA) 1 of 5 companies AAA rated by Standard & Poor’s and Moody’s 40,000 ADP associates Founded in 1949 ADP is the largest provider of mission-critical, cost-effective transaction processing and information-based business solutions.
    19. 19. <ul><li>Help employers worldwide staff, manage, pay and retain their employees </li></ul><ul><ul><li>ADP Employer Services: National Account Services </li></ul></ul><ul><li>Serve 5,000 clients, with 93% client retention </li></ul><ul><li>Pay 1 in 5 workers in the United States </li></ul><ul><li>Pay more than 9 million people in the U.S. each payday </li></ul><ul><li>Serve 25-30 million people with all products and services </li></ul><ul><li>Touch approximately 50% of all employees in companies with more than 1,000 employees </li></ul><ul><li>6,000 associates </li></ul><ul><li>Offer dealer management systems for automotive, heavy truck and power sports vehicle retailers </li></ul>
    20. 20. <ul><li>Paperless Payroll </li></ul><ul><li>Tax Compliance </li></ul><ul><li>“ ADP Check” </li></ul><ul><li>“ PayCard” </li></ul><ul><li>“ Positive Pay” - Check Recon & Escheatment </li></ul><ul><li>Garnishments </li></ul><ul><li>W-2’s </li></ul><ul><li>On-line Pay Stmts. & W-2’s </li></ul><ul><li>Payroll Hosting </li></ul><ul><li>Global Solutions </li></ul><ul><li>Tax Credit Services </li></ul><ul><li>Tax Filing </li></ul><ul><li>PTO Accruals </li></ul><ul><li>Deduction in Arrears </li></ul><ul><li>New Hire Reporting </li></ul><ul><li>Check Production and Distribution </li></ul><ul><li>General Ledger </li></ul><ul><li>Payroll Administration </li></ul><ul><li>CD-Rom Services </li></ul><ul><li>Delivered in Traditional or HR BPO Model </li></ul><ul><li>Career Centers </li></ul><ul><li>Online Sourcing and Recruiting </li></ul><ul><li>Applicant Tracking </li></ul><ul><li>Onboarding </li></ul><ul><li>Background Checking </li></ul><ul><li>Reference Verifications </li></ul><ul><li>Substance Abuse Testing </li></ul><ul><li>Employment Tax Credits </li></ul><ul><li>I-9 Compliance </li></ul><ul><li>Job Fit Assessment </li></ul><ul><li>Negotiated Business Incentives </li></ul><ul><li>Integrated HRMS (Web Native) </li></ul><ul><li>Position Management </li></ul><ul><li>Compensation Management </li></ul><ul><li>Performance Management </li></ul><ul><li>Health & Safety </li></ul><ul><li>Compliance Tracking </li></ul><ul><li>Training & Skills Management </li></ul><ul><li>Self Service ESS, MSS, Workflow </li></ul><ul><li>Reporting Tools </li></ul><ul><li>Application Hosting or HRO Admin </li></ul><ul><li>Health & Welfare Admin </li></ul><ul><li>Open Enrollment </li></ul><ul><li>Carrier Enrollment </li></ul><ul><li>Call Center </li></ul><ul><li>Total Compensation Statements </li></ul><ul><li>Flexible Spending Account Admin </li></ul><ul><li>Commuter Benefits Admin </li></ul><ul><li>COBRA/HIPAA Administration </li></ul><ul><li>Premium Administration </li></ul><ul><li>Employee Communication Services </li></ul><ul><li>Time and Attendance </li></ul><ul><li>Data Collection </li></ul><ul><li>Scheduling </li></ul><ul><li>Absence Management </li></ul><ul><li>Activity Tracking </li></ul><ul><li>Labor Standards </li></ul><ul><li>Labor Forecasting and Budgeting </li></ul><ul><li>Labor Analytics </li></ul><ul><li>Payroll Integration </li></ul><ul><li>Defined Contribution Plans </li></ul><ul><li>Third Party Administered Defined Contribution Plans </li></ul><ul><li>SIMPLE IRAs </li></ul><ul><li>Executive Deferred Compensation Programs </li></ul><ul><li>Premium Only Plans </li></ul><ul><li>Unemployment Claims Mgmt </li></ul><ul><li>Web-Based Accounts Payable </li></ul><ul><li>Automation Services </li></ul><ul><li>Consulting </li></ul><ul><li>Sarbanes-Oxley Compliance </li></ul><ul><li>Employment Verification Services </li></ul>PRE- EMPLOYMENT SERVICES HUMAN RESOURCES BENEFITS ADMIN PAYROLL & BACK-OFFICE ADMIN TIME & LABOR MGMT RETIREMENT OTHER
    21. 21. ADP and SFDC <ul><li>6,700+ active Salesforce users worldwide </li></ul><ul><li>ADP National Account Services: </li></ul><ul><ul><li>Deployed Salesforce in July 2004 </li></ul></ul><ul><ul><li>675 active users </li></ul></ul><ul><ul><li>Many custom objects and downloaded AppExchange applications </li></ul></ul><ul><ul><li>Office, Outlook and Offline editions </li></ul></ul><ul><ul><li>Integrations with OneSource, Miller Heiman, Eloqua </li></ul></ul><ul><ul><li>Force.com Mobile pilot starting </li></ul></ul>
    22. 22. Getting Our Users Addicted to Salesforce <ul><li>One Stop Shop for sales </li></ul><ul><li>Save them time </li></ul><ul><li>Leverage & integrate existing tools </li></ul><ul><li>Reduce administrative burden </li></ul><ul><li>Use workflow to automate manual processes </li></ul><ul><li>Monitor data quality </li></ul><ul><li>Embed Salesforce into your sales process </li></ul><ul><li>Get them trained from the start – and keep them there </li></ul><ul><li>Leverage mobile edition </li></ul>
    23. 23. One Stop Shop for Sales SFDC Targeted Client & Prospect Demographics Marketing Campaigns Campaign Effectiveness/ROI Eloqua Integration Opt Outs Undeliverables Lead Capture & Qualification Lead Assignment & Routing Alliances – Lead Referral & Tracking Pipeline Reporting Competitor & Win/Loss Analysis Excel Integration Manager Dashboards Data Integrity Dashboards Account Intelligence Contact Management OneSource Integration Billing Information Bubble Up/Down Acquisition Migrations Quarterly Updates with D&B Marketing Automation Reporting & Analytics Team Selling/ Communication Opportunity Management Lead Automation Account & Contact Management <ul><li>PBR/Pipeline Analysis </li></ul><ul><li>Competitor Analysis </li></ul><ul><li>Blue Sheet Integration </li></ul><ul><li>SC Resource Assignment </li></ul><ul><li>Deal Sheet/Pricing Review & Sales Order </li></ul><ul><li>Links to MSA Database & eStart </li></ul>Account & Sales Teams Territory Realignment Activity Management Cross B/U Data Sharing Inside Sales Team Outlook Integration Notes & Attachments Got It! Submissions Product Incident Reporting
    24. 24. Save them time Frequent announcements on Salesforce Home Page Central hub to other internal & external websites Easy access to frequently referenced information
    25. 25. Save them time Post tip sheets & training links Send them to Salesforce to get files, instead of clogging their Blackberries with large attachments Post policy documents for easy reference
    26. 26. Leverage & Integrate Existing Tools NAS was an existing OneSource client Integrated OneSource to Salesforce using Account Intelligence AppExchange application
    27. 27. Leverage & Integrate Existing Tools NAS was an existing Miller Heiman client Integrate Miller Heiman Blue Sheets to Salesforce using SAM AppExchange application
    28. 28. Reduce Administrative Burden Eliminate Need to Manually Populate Data into Forms by leveraging the Office edition
    29. 29. Reduce Administrative Burden
    30. 30. Use Workflow to Automate Manual Processes
    31. 31. Monitor Data Quality Create Data Quality Dashboards
    32. 32. Monitor Data Quality Create Data Quality Dashboards Link to internal systems
    33. 33. Monitor Data Quality Create Data Quality Dashboards Link to internal systems Utilize third-party vendors
    34. 34. Monitor Data Quality Create Data Quality Dashboards Link to internal systems Utilize third-party vendors Create a Data Stewards team “ According to a report from the Seattle-based Data Warehousing Institute, poor data quality cost U.S. businesses more than $600 billion annually. Business data decays at a rate of 1.5% to 3% every month. “ www.searchcrm.com
    35. 35. Embed Salesforce into your Sales Process
    36. 36. Get them trained from the start – and keep them there
    37. 37. Leverage Force.com Mobile <ul><li>Provides anytime, anywhere access to Salesforce information </li></ul><ul><li>Capture & view account team interactions in real time </li></ul><ul><li>Initiate Blackberry emails or calls directly from a Salesforce Mobile Contact record – and log as activity </li></ul>Make them effective and productive – wherever they are!
    38. 38. Lessons Learned <ul><li>Don’t send attachments via email - drive them to Salesforce to view them </li></ul><ul><li>Eliminate duplicate data entry </li></ul><ul><li>Get them addicted to Salesforce from the start </li></ul><ul><li>Provide refresher training along the way </li></ul><ul><li>Make Salesforce part of their daily culture </li></ul>
    39. 39. Manager, Sales Technology ADP National Account Services Suzette Godwin Romer [email_address]
    40. 40. It doesn’t have to be an uphill battle! <ul><li>Integration & Mashups  Greater Productivity </li></ul><ul><li>Desktop Integration features  Efficiency </li></ul><ul><li>Data Quality  Good Business Decisions </li></ul><ul><li>Newsletters  improve adoption </li></ul><ul><li>Dashboards  Drive User Behavior </li></ul>
    41. 41. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>
    42. 42. Courtney House Project Manager Suzette Godwin-Romer Manager, Sales Technology Daryl Spreiter Customer Succcess Manager QUESTION & ANSWER SESSION