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Simplifying Customer Engagement
Mobile Data Sponsorship as a Catalyst for
Customer Engagement
TM Forum Catalyst Project
Co...
Contents
Copyright © 2016 Salesforce. All rights Reserved.
Executive
Summary
Business
Case
Solution Use Cases
Process
Flow...
EXECUTIVE SUMMARY
Executive Summary
Ø  Expanded brand
awareness and customer
reach
Ø  Customer affinity &
satisfaction
Ø  Increasing releva...
Mobile Data Sponsorship Overview
​ Disrupting the Mobile Data Value Chain
MOBILE DATA SPONSORSHIP VALUE CHAIN
Low cost acc...
Mobile Data Sponsorship Business Drivers
Customers expect
ubiquitous and real-time
engagements
Mobile devices are key
enab...
Copyright © 2016 Salesforce. All rights Reserved.
Mobile Customers Enterprises Sponsoring Mobile Data
Communications
Servi...
Mobile Data Sponsorship
​ TM Forum Catalyst Project
MOBILE DATA SPONSORSHIP
​ Mobile data sponsorship
enables enterprises ...
MOBILE DATA SPONSORSHIP VALUE CHAIN
SALESFORCE PLATFORM OF ENGAGEMENT
ChargingOffers
Sponsorshi
pOrdersINNOVATION
ECOSYSTEM...
COMPTEL
ONLINE CHARGING
POLICY MANAGEMENT
BALANCE MANAGEMENT
MEDIATION DATA
ANALYTICS
COMPTEL.COM
DATAMI
DATA SPONSORSHIP
...
Business Case
Meeting Customer Expectations
Copyright © 2016 Salesforce. All rights Reserved.
​ Success Strategy: Proactive Engagement w...
Engaging Customers on Mobile Devices
​ Solution
Copyright © 2016 Salesforce. All rights Reserved.
Engaging Customers
1 to ...
Mobile Devices
​ The Most Effective Means of Engaging Customers
Copyright © 2016 Salesforce. All rights Reserved.
Informati...
Engaging Customers on Mobile Devices
​ Challenges
Copyright © 2016 Salesforce. All rights Reserved.
Personalize
Sponsor
• ...
Business Case Summary
Customers expect
ubiquitous and real-time
engagements
Mobile devices are key
enablers of customer
en...
Solution:
Mobile Data Sponsorship for Customer Engagements
Mobile Data Sponsorship
ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain
Business
Support Systems
Co...
Mobile Data Sponsorship
ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain
Business
Support Systems
Co...
Mobile Data Sponsorship Catalyst Solution
ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain
Business
...
SALESFORCE FOR COMMUNICATIONS ECOSYSTEM CAPABILITY MAP
SALESFORCE CAPABILITY PARTNER CAPABILITYPARTNER CAPABILITY BUILT ON...
Salesforce Communications Ecosystem Solution
Copyright © 2016 Salesforce. All rights Reserved.
​ Capabilities Leveraged in...
Solution Architecture Overview
​ Multi-sided Business Model
COMPTEL DATAMI
OFFERS
OFFERS
SIGMA
SIGMA
PROVISION PROVISION
S...
SIGMA
COMPTEL
CLOUDSENSE
SALESFORCE
DATAMI
OFFER
PRESENTATION
ORDER
CAPTURE
DATA SPONSORSHIP
CAMPAIGNS
SPONSORED DATA
USAG...
​ Usage Flow
Solution Architecture Overview: Sponsored Data Usage
Mobile operators sell wholesale data
packages to enterpr...
Copyright © 2016 Salesforce. All rights Reserved.
Mobile Data Sponsorship Solution
​ A complete plugin into the communicat...
Copyright © 2016 Salesforce. All rights Reserved.
Devices
Launch Mobile
App
Yes
No
Initiate Activity Complete Activity
Sen...
Use Cases
Copyright © 2016 Salesforce. All rights Reserved.
Use Case 1: Enterprise-internal Sponsorship
​ B2E Mobile Data Sponsorshi...
Copyright © 2016 Salesforce. All rights Reserved.
Employees
Mobile Data Sponsorship Solution
​ B2E Process Flow (Using Sal...
Copyright © 2016 Salesforce. All rights Reserved.
Use Case 2: Sponsoring Special Engagements
​ B2E + B2C Engagements with ...
Copyright © 2016 Salesforce. All rights Reserved.
Mobile Data Sponsorship Solution
​ B2E + B2C Process Flow (Engagement wi...
Copyright © 2016 Salesforce. All rights Reserved.
Use Case 3: Sponsoring ANY Engagement
​ Engagements, Promotions & Market...
Copyright © 2016 Salesforce. All rights Reserved.
Mobile Data Sponsorship Solution
​ B2E + B2C General Process Flow
Salesf...
Process Flows
MOBILE CARRIERS
•  Provides business
services (entertainment,
financial services, M2M
etc.) to consumers
•  Purchases whole...
Enterprise Apps
​ CLOUDSENSE​ SIGMA ​ COMPTEL​ SALESFORCE ​ DATAMI
MARKETING
SALES
SERVICE
COMMUNITY
ANALYTICS
CLOUDS
USER...
Customer Apps
​ ENTERPRISE
SPONSORED DATA OFFERS
Web
Sponsorship
Campaign
Design and
Configuration
​ MOBILE CARRIERS
ENTERP...
Offers
​ ENTERPRISE
SPONSORED DATA OFFERS
Campaigns
Try Before You Buy
Promotions
Ads
Services
OTT
M2M
Customer Care
Conten...
Consumer Offer Configuration
​ CLOUDSENSE​ SIGMA
Step1Step2Step3
​ COMPTEL ​ SALESFORCE
MRC
NRC
Quotas
Consumer
Offer
Package...
Enterprise Offer Configuration
​ CLOUDSENSE​ SIGMA
Step1Step2Step3
​ COMPTEL ​ SALESFORCE
MRC
NRC
Quotas
Consumer
Offer
Packa...
Sponsorship Offer Configuration (EPC-Driven)
​ DataMi
Step1Step2Step3
​ COMPTEL ​ SALESFORCE
Sponsored
Data
Offers
Sponsored
...
Sponsorship Offer Configuration (EPC-Driven)
​ SIGMA​ DataMi
Step1Step2Step3
​ COMPTEL ​ SALESFORCE
Sponsored
Data
Offers
Spo...
Ordering Process Summary
​ ENTERPRISE​ MOBILE CARRIERS ​ CONSUMERS
Enterprise
Wholesale
Data Offers
Purchased
Packages
Spon...
Consumer Ordering Flow
​ CLOUDSENSE
Step1Step2Step3
​ SALESFORCE ​ COMPTEL
Order
Capture
Order
Management
Create
CustomerB...
Enterprise Ordering Flow
​ CLOUDSENSE
Step1Step2Step3
​ SALESFORCE ​ COMPTEL
Notification
C
CloudSense Desktop App
And/or
A...
Consumer Usage Activities
​ SALESFORCE​ DATAMI
Step1Step2Step3
​ CUSTOMER ​ COMPTEL
Uses App
Content
Support
Etc.
Usage
Va...
Enterprise Usage Activities
​ SALESFORCE​ DATAMI
Step1Step2Step3
​ ENTERPRISE ​ COMPTEL
Sponsorship
Event
Records
Uses App...
Offers
MOBILE CARRIERS
•  Provides business
services (entertainment,
financial services, M2M
etc.) to consumers
•  Purchases whole...
Customer Offer
Sponsored Data Catalyst
​ Enterprise Data Offers
OFFERS
Brokerage Model
Single eCommerce /
CPQ platform selli...
Options & Accessories
Sponsored Data Catalyst
​ Consumer Mobile Communications Offers
OFFERS
Add 0.00 for 16 GB
Add 50.00 f...
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
Mobile Data Sponsorship
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Mobile Data Sponsorship

  1. 1. Simplifying Customer Engagement Mobile Data Sponsorship as a Catalyst for Customer Engagement TM Forum Catalyst Project Contact: Mustafa Oyumi Director Product Management – Communications Salesforce Industries moyumi@salesforce.com April 2016 – V9.0
  2. 2. Contents Copyright © 2016 Salesforce. All rights Reserved. Executive Summary Business Case Solution Use Cases Process Flows Sample Offers
  3. 3. EXECUTIVE SUMMARY
  4. 4. Executive Summary Ø  Expanded brand awareness and customer reach Ø  Customer affinity & satisfaction Ø  Increasing relevance of products & services Ø  Personalized products & services Ø  Revenue growth Ø  New data service value- chain: seamless B2B2C value delivery chain Ø  Additional value-added services Ø  Expanded customer reach Ø  Enterprise customers affinity & satisfaction Ø  Additional revenue streams & higher profit margin Ø  Enhanced B2B2C customer engagement enablement Ø  Enhanced B2E2C engagements using mobile devices Ø  Value-added functionality Ø  Enhanced support for B2B2C, B2E2C and B2P2C business model enablement Ø  New Salesforce deployment opportunities Ø  Business success hinges on meeting customer expectations Ø  Customers expect personalized and contextual engagements Ø  The mobile device has emerged as customer- preferred means of engagement Ø  Limited data packages, capacity, roaming etc. pose barriers to mobile data spend ​ Mobile Data Sponsorship as a Catalyst for Customer Engagement Background Enterprise Benefits CSP Benefits Salesforce Benefits Enterprise mobile data sponsorship removes barriers to engagement Meeting customer expectations; improved profitability New revenue stream, higher margins, new business opportunities Enhanced customer engagements, new business opportunities Copyright © 2016 Salesforce. All rights Reserved.
  5. 5. Mobile Data Sponsorship Overview ​ Disrupting the Mobile Data Value Chain MOBILE DATA SPONSORSHIP VALUE CHAIN Low cost access to data services and premium content New revenue streams and higher network utilization Increased brand visibility, offer uptake and profitability SERVICE PROVIDERSENTERPRISES CUSTOMERS Data sponsorship enables enterprises to give customers free access to specific content on their devices Copyright © 2016 Salesforce. All rights Reserved.
  6. 6. Mobile Data Sponsorship Business Drivers Customers expect ubiquitous and real-time engagements Mobile devices are key enablers of customer engagement Mobile data spend inhibits customer engagement strategies Enterprises flexibly sponsor mobile data spend to drive customer engagement Copyright © 2016 Salesforce. All rights Reserved.
  7. 7. Copyright © 2016 Salesforce. All rights Reserved. Mobile Customers Enterprises Sponsoring Mobile Data Communications Service Providers Mobile Data Sponsorship ​ Overview CSP Sponsored Events & Services Traditional Data Usage 0.91 GB Remaining 18 days 2.92 GB Sponsored DataDevices CUSTOMER Data Plan 5GB/Mo Mobile Wallet Sharing Entertainment KnowledgeSocial OTTSupport Offers Promos IoTApps Cloud Ads Enterprise Mobile Wallet 2 TB Campaign A 2 TB Campaign B 1 TB Campaign C
  8. 8. Mobile Data Sponsorship ​ TM Forum Catalyst Project MOBILE DATA SPONSORSHIP ​ Mobile data sponsorship enables enterprises to give customers free access to specific content and services on their devices SOLUTION DESCRIPTION •  E2E data sponsorship solution on Salesforce Communications Ecosystem •  Concept-to-cash process support with critical components (BSS to consumer app) pre-integrated •  Open API and standard for brokering data sponsorship events •  Pluggable into B2B2C business model OPPORTUNITIES Ø  New opportunities:   Marketing, Community, Analytics Cloud Ø  Expansion opportunities:   Sales and Service Clouds Ø  Long-term opportunity: IoT Cloud v  B2B2C sponsored data brokerage platform (e.g., SFDC deployed by operators to provide concept-to-launch sponsored data offers and settlement capabilities v  Innovative positioning of SFDC in B2C/ B2B2C v  Showcasing Salesforce communications ecosystem solution v  Thought/innovation leadership exhibition PARTNERS Lead: Salesforce CSP Sponsor: Orange Group ISV Partners CloudSense, Sigma, Comptel, DataMi CUSTOMER PARTICIPANTS Contact: Mustafa Oyumi ​ Director Product Management Communications ​ Salesforce Industries ​ moyumi@salesforce.com ​ +1 415 823 6419 SALESFORCE PLATFORM OF ENGAGEMENT ChargingOffers SponsorshipOrdersINNOVATION ECOSYSTEM SALESFORCE PLATFORM OF ENGAGEMENT ENABLING DATA SPONSORSHIP VALUE CHAIN Low cost access to data services and premium content New revenue streams and higher network utilization Increased brand visibility, offer uptake and profitability CUSTOMERS SERVICE PROVIDERS ENTERPRISES
  9. 9. MOBILE DATA SPONSORSHIP VALUE CHAIN SALESFORCE PLATFORM OF ENGAGEMENT ChargingOffers Sponsorshi pOrdersINNOVATION ECOSYSTEM SALESFORCE PLATFORM OF ENGAGEMENT ENABLING DATA SPONSORSHIP VALUE CHAIN Low cost access to data services and premium content CUSTOMERS SERVICE PROVIDERS ENTERPRISES New revenue streams and higher network utilization Increased brand visibility, offer uptake and profitability CALL TO ACTION •  Learn more about the innovation and the business cases (click here). •  Contribute to the initiative •  Invite customers in any industry (e.g., Media, Financial Services, Retail, Healthcare etc.) to participate in the data sponsorship catalyst initiative as customer sponsors. •  Invite customers to select from various participation options: •  High-level concept validation (only requirement for participation) •  “No-obligation” internal concept trial •  Contribution of business and technical use cases •  Presence at TM Forum Live! •  Participation in joint-marketing activities Mobile Data Sponsorship ​ TM Forum Catalyst Project Copyright © 2016 Salesforce. All rights Reserved.
  10. 10. COMPTEL ONLINE CHARGING POLICY MANAGEMENT BALANCE MANAGEMENT MEDIATION DATA ANALYTICS COMPTEL.COM DATAMI DATA SPONSORSHIP CAMPAIGNS SPONSORED DATA SESSION MANAGEMENT INTEGRATION TO MOBILE NETWORKS DATAMI.COM SALESFORCE CUSTOMER ENGAGEMENT DATA SPONSORSHIP ENABLEMENT PLATFORM INTEGRATION APIS SALESFORCE.COM CLOUDSENSE E-COMMERCE CPQ CUSTOMER ORDER MANAGEMENT CLOUDSENSE.COM SIGMA SYSTEMS ENTERPRISE PRODUCT CATALOG ORDER MANAGEMENT SIGMA-SYSTEMS.COM ORANGE GLOBAL COMMUNICATIONS SERVICE PROVIDER PROVIDING INNOVATIVE SOLUTIONS TO CONSUMERS, ENTERPRISES AND PARTNERS ORANGE.COM SALESFORCE PARTNERSMOBILE DATA SPONSORSHIP Copyright © 2016 Salesforce. All rights Reserved.
  11. 11. Business Case
  12. 12. Meeting Customer Expectations Copyright © 2016 Salesforce. All rights Reserved. ​ Success Strategy: Proactive Engagement with Customers CUSTOMER EXPECTATIONS KNOW ME ADAPT TO MY SITUATION GIVE ME CONTROL MATCH MY LIFESTYLE SIMPLIFY Mobile Experience Communities Analytics Personalization Customer Centric Innovation
  13. 13. Engaging Customers on Mobile Devices ​ Solution Copyright © 2016 Salesforce. All rights Reserved. Engaging Customers 1 to 1 EverywhereReal-time Self-service Advertising Offers & Micro Purchases Trouble Resolution Video Chat Promotional Content & RewardsOrders Solution 10001000101001Data010101101010101 Valued Commodity Mobile Device Usage Mobile Data Usage Mobile CX Social ​ Customers Prefer and Respond to Engagements on Mobile Devices
  14. 14. Mobile Devices ​ The Most Effective Means of Engaging Customers Copyright © 2016 Salesforce. All rights Reserved. Information & Browsing 23% Gaming & Multimedia 32% Commerce & Transportati on 22% Social Networking 12% Other 11% 150 Avg. number of times a phone is checked 2 Avg. number of hours spend on the mobile phone daily 50 Percentage of OTT multimedia growth on mobile devices 74 Percentage of people in the US preferring to buy a $50+ item using the mobile device 90 Percentage of all purchases subject to social influence 5 4 1 2 3 ​ Sources: •  NCTA 2015 •  InfoGraphic 2015 •  IDC 2015 •  KPCB Internet Trends 2015 •  Social Annex 2015 1 2 3 4 5​ Mobile Device Usage Trend
  15. 15. Engaging Customers on Mobile Devices ​ Challenges Copyright © 2016 Salesforce. All rights Reserved. Personalize Sponsor •  Offers •  Engagements •  Experiences •  Connectivity •  Content •  Events •  Proactively •  Contextually •  Real-time Engage ​ Sponsoring Mobile Data Spend on Personalized Customer Engagements Challenges Limited Capacity Content Density Customer Awareness Data Usage Inhibitors !
  16. 16. Business Case Summary Customers expect ubiquitous and real-time engagements Mobile devices are key enablers of customer engagement Mobile data spend inhibits customer engagement strategies Enterprises flexibly sponsor mobile data spend to drive customer engagement
  17. 17. Solution: Mobile Data Sponsorship for Customer Engagements
  18. 18. Mobile Data Sponsorship ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain Business Support Systems Copyright © 2016 Salesforce. All rights Reserved. Platform of Engagement ChargingOffers SponsorshipOrdersPersonalization Customer Experience Innovation Ecosystem Partners Self ServiceConsumers Field Service SocialWebMobileCommunitiesRetail Call CenterBusiness Mobile Experience Communities Analytics Personalization Customer Centric Innovation Enterprise ​ A Catalyst for Customer Engagement
  19. 19. Mobile Data Sponsorship ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain Business Support Systems Copyright © 2016 Salesforce. All rights Reserved. Platform of Engagement Innovation Ecosystem Mobile Data Sponsorship PartnersSelf ServiceService CommunitiesSales Call Center Promotion Notifications ContentApps Operator B Operator C Operator A Enterprise ​ Disrupting the Value Chain
  20. 20. Mobile Data Sponsorship Catalyst Solution ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain Business Support Systems Copyright © 2016 Salesforce. All rights Reserved. Salesforce Platform of Engagement PartnersSelf ServiceService CommunitiesSales Call Center Promotion Notifications ContentApps Comptel Data Intelligence & Charging Operator B Operator C Operator A Enterprise ​ Salesforce Collaboration with Customers and Partners Sigma Product Catalog & Provisioning CloudSense E-Commerce, CPQ & Order Capture DataMi Mobile Data Management & Sponsorship Campaigns Innovation Ecosystem
  21. 21. SALESFORCE FOR COMMUNICATIONS ECOSYSTEM CAPABILITY MAP SALESFORCE CAPABILITY PARTNER CAPABILITYPARTNER CAPABILITY BUILT ON SALESFORCE BUSINESS FUNCTIONS BUSINESS PROCESSES SALESFORCEECOSYSTEMSOLUTION PRODUCTS & SERVICES MARKETING CAMPAIGNS FIELD SERVICE RESOURCES BILLING & FINANCIALSSALES CUSTOMERS CHARGINGCUSTOMER CAREORDERS CONTRACTS SERVICE ORDER MANAGEMENT NETWORK AND SERVICE INVENTORY INTEGRATION [API, COMMUNICATION, DEVELOPMENT ENVIRONMENT] CONTACT CENTER WEB MOBILE CHANNEL PARTNERS SOCIALRETAIL SERVICE CATALOG CENTRAL ORDER MANAGEMENT CONTRACT MANAGEMENT BUSINESSINTELLIGENCE ENTERPRISE PRODUCT CATALOG ORDER CAPTURECPQ CUSTOMER CARE CHARGING BALANCES PAYMENTS BILLING INVOICING COLLECTIONS E-COMMERCE WORKFORCE MANAGEMENT SERVICE MARKETING SALES KNOWLEDGE MANAGEMENT CUSTOMER MANAGEMENT PARTNER MANAGEMENT CONCEPT QUOTE ORDER CASH CARE ANALYTICS ANALYTICS Salesforce Communications Ecosystem Solution Copyright © 2016 Salesforce. All rights Reserved. ​ E2E Capability Map
  22. 22. Salesforce Communications Ecosystem Solution Copyright © 2016 Salesforce. All rights Reserved. ​ Capabilities Leveraged in Mobile Data Sponsorship Catalyst Solution SALESFORCE FOR COMMUNICATIONS ECOSYSTEM CAPABILITY MAP SALESFORCE CAPABILITY PARTNER CAPABILITYPARTNER CAPABILITY BUILT ON SALESFORCE BUSINESS FUNCTIONS BUSINESS PROCESSES SALESFORCEECOSYSTEMSOLUTION PRODUCTS & SERVICES MARKETING CAMPAIGNS FIELD SERVICE RESOURCES BILLING & FINANCIALS SALES CUSTOMERS CHARGINGCUSTOMER CAREORDERS CONTRACTS SERVICE ORDER MANAGEMENT NETWORK AND SERVICE INVENTORY INTEGRATION [API, COMMUNICATION, DEVELOPMENT ENVIRONMENT] CONTACT CENTER WEB MOBILE CHANNEL PARTNERS SOCIALRETAIL SERVICE CATALOG COMMERCIAL ORDER MANAGEMENT CONTRACT MANAGEMENT BUSINESSINTELLIGENCE ENTERPRISE PRODUCT CATALOG ORDER CAPTURECPQ CUSTOMER CARE CHARGING BALANCES PAYMENTS BILLING INVOICING COLLECTIONS E-COMMERCE WORKFORCE MANAGEMENT SERVICE MARKETING SALES KNOWLEDGE MANAGEMENT CUSTOMER MANAGEMENT PARTNER MANAGEMENT CONCEPT QUOTE ORDER CASH CARE ANALYTICS ANALYTICS NOT IN CATALYST SCOPE
  23. 23. Solution Architecture Overview ​ Multi-sided Business Model COMPTEL DATAMI OFFERS OFFERS SIGMA SIGMA PROVISION PROVISION SALESFORCE CUSTOMER ENAGEMENT PLATFORM MOBILE OPERATORS WHOLESALE OFFERS RETAIL OFFERS Enterprises Customers CLOUDSENSE B2B ORDER CAPTURE B2C ORDER CAPTURE SPONSORED DATA OFFERS SPONSORED DATA USAGE
  24. 24. SIGMA COMPTEL CLOUDSENSE SALESFORCE DATAMI OFFER PRESENTATION ORDER CAPTURE DATA SPONSORSHIP CAMPAIGNS SPONSORED DATA USAGE OFFER DESIGN Commercial Offers 1.  Consumer Data Offers 2.  Enterprise Data Sponsorship Offers 3.  Data Sponsorship Offers Product Configuration 1.  Product Catalog Sync 2.  B2B Product Configuration 3.  Eligibility, Compatibility Tariff Plans 1.  Usage Rate Plans 2.  Product Catalog Sync Sponsorship Campaigns 1.  Campaign Definition 2.  Product Catalog Sync Sales & Marketing 1.  Campaign Definition Commercial Offers 1.  Mobile E-Commerce (B2C) 2.  CPQ (B2B) Commercial Offers 1.  Salesforce 1 (B2B) 2.  Mobile Self-care Order Management 1.  Mobile E-Commerce (B2C) 2.  CPQ (B2B) 3.  Provisioning Order Management 1.  Salesforce 1 (B2B) 2.  Mobile Self-care Sales & Marketing 1.  Campaign Definition Sales & Marketing 1.  Product Configuration 2.  Allocation of data to various sponsorship campaigns Charging 1.  Usage Event Collection 2.  Charging & Adjustments 3.  Balance Management 4.  Usage Analytics Customer Care 1.  Salesforce 1 (B2B) 2.  Mobile Self-care Order Management 1.  Customer provisioning 2.  Enterprise provisioning Order Management 1.  Customer provisioning 2.  Enterprise provisioning Enterprise Campaigns 1.  Campaign Definition Usage Event 1.  Usage Event Generation Process Flow
  25. 25. ​ Usage Flow Solution Architecture Overview: Sponsored Data Usage Mobile operators sell wholesale data packages to enterprise customers Enterprises use data to sponsor engagements (orders, care, promotions etc.) with customers Customers do not pay for data used to engage with the enterprise Sponsored data sessions tagged, measured and sent to operators Customers Enterprises Usage Aggregation Usage Aggregation Operator A Operator B Operator C
  26. 26. Copyright © 2016 Salesforce. All rights Reserved. Mobile Data Sponsorship Solution ​ A complete plugin into the communications wholesale business architecture Communications Service Provider v Voice Data TV Internet Consumer Enterprise Prepaid Postpaid Partners VAS1… VASn PSTN Internet MSC SGSN GGSN/PDN MSC 3G MME PGW LTE SGW TV FIXED INTERNET IMS Business & Operations Support Systems Policy Mediation OCS OFCS Billing Settlement Order Management Catalog Customer Engagement Enterprise API Enterprise Mobile App Mobile Data Sponsorship Campaign Manager Data Sponsorship Mobile App Plug-in Mobile Data Sponsorship Application SDK Mobile Data Sponsorship Event Transaction Records EnterpriseCustomers Mobile Data Sponsorship Management One-time Customization Design-time Configuration
  27. 27. Copyright © 2016 Salesforce. All rights Reserved. Devices Launch Mobile App Yes No Initiate Activity Complete Activity Send Data Usage Record to Customer’s Mobile Service Provider Profile Exists Users Charge Enterprise for Data Usage Event Track Data Usage Retrieve Sponsorship Campaign Details Generate Sponsorship Event Record Customer Responsible for Data Usage Customer Activity Record Mobile Data Sponsorship Solution ​ Sponsored Data Usage Process Flow
  28. 28. Use Cases
  29. 29. Copyright © 2016 Salesforce. All rights Reserved. Use Case 1: Enterprise-internal Sponsorship ​ B2E Mobile Data Sponsorship Marketing Sales ServiceAnalytics Community Apps IoT Business Consumers M2M Enterprise Operator A Operator B v  Use Case 1: •  Business to employee mobile data sponsorship v  Data Spend •  Salesforce Clouds v  Users: •  Enterprise Salesforce users v  Scenario: •  All mobile interactions with Salesforce Clouds are sponsored by the Enterprise •  User are do not spend personal data on Salesforce activities for business using mobile devices •  Activities include: sales, customer service, case resolutions, engagements (e.g., video chat, screen sharing, co- browsing etc.)
  30. 30. Copyright © 2016 Salesforce. All rights Reserved. Employees Mobile Data Sponsorship Solution ​ B2E Process Flow (Using Salesforce) Devices Launch Mobile App Yes No Complete Activity Send Data Usage Record to Customer’s Mobile Service Provider Profile Exists Charge Enterprise for Data Usage Event Generate Sponsorship Event Record Customer Responsible for Data Usage Customer Activity RecordSalesforce 1 Retrieve Sponsorship Campaign Details Track Data Usage Initiate Activity Embedded Function within Mobile AppCustomer Interaction with Mobile App Mobile Service Provider Actions MarketingServiceSalesAnalyticsCommunity
  31. 31. Copyright © 2016 Salesforce. All rights Reserved. Use Case 2: Sponsoring Special Engagements ​ B2E + B2C Engagements with Salesforce v  Use Case 2: •  Enterprise Applications Usage v  Applications •  Salesforce Clouds v  Users: •  Customers v  Scenario: •  All mobile interactions with Salesforce Clouds by customers are sponsored by the Enterprise •  Customers do not spend personal data on Salesforce activities using mobile devices •  Activities include: sales, customer service, case resolutions, engagements (e.g., video chat, screen sharing, co- browsing etc.)Operator A Operator B Operator C Operator D Enterprise Marketing Sales ServiceAnalytics Community Apps IoT Operator C Operator D BusinessConsumersM2M
  32. 32. Copyright © 2016 Salesforce. All rights Reserved. Mobile Data Sponsorship Solution ​ B2E + B2C Process Flow (Engagement with Salesforce) Salesforce 1 Enterprise Mobile App Devices Launch Mobile App MarketingServiceSalesAnalyticsCommunity MarketingServiceSalesAnalyticsCommunity Initiate Activity Complete Activity Yes No Send Data Usage Record to Customer’s Mobile Service Provider Profile Exists Charge Enterprise for Data Usage Event Generate Sponsorship Event Record Customer Responsible for Data Usage Customer Activity Record Retrieve Sponsorship Campaign Details Track Data Usage Customers Employees
  33. 33. Copyright © 2016 Salesforce. All rights Reserved. Use Case 3: Sponsoring ANY Engagement ​ Engagements, Promotions & Marketing v  Use Case 3: •  Engagements, Promotions & Marketing v  Applications •  Offers, Content, MMS, Notifications etc. v  Users: •  Customers v  Scenarios: •  Promotional video (e.g., movie preview) •  Try-before-you-buy •  Content subscription •  High-touch sales process support •  Gifts •  Surveys •  Notifications Operator A Operator B Operator C Operator D Enterprise Operator C Operator D PartnersSelf ServiceService CommunitiesSales Call Center Promotion Notifications ContentApps BusinessConsumers
  34. 34. Copyright © 2016 Salesforce. All rights Reserved. Mobile Data Sponsorship Solution ​ B2E + B2C General Process Flow Salesforce 1 Enterprise Mobile App Devices Launch Mobile App MarketingServiceSalesAnalyticsCommunity MarketingServiceSalesAnalyticsCommunity Initiate Activity Complete Activity Yes No Send Data Usage Record to Customer’s Mobile Service Provider Profile Exists Charge Enterprise for Data Usage Event Generate Sponsorship Event Record Customer Responsible for Data Usage Customer Activity Record Retrieve Sponsorship Campaign Details Track Data Usage Customers Employees SupportContentAdsOffersSales
  35. 35. Process Flows
  36. 36. MOBILE CARRIERS •  Provides business services (entertainment, financial services, M2M etc.) to consumers •  Purchases wholesale data from CSPs to sponsor specific engagements with consumers •  Subscribes to mobile services (voice, data, VAS, etc.) from CSPs •  Enjoys services, premium content and engagements with enterprises without using personal subscription data ENTERPRISE CONSUMERS •  Provide mobile services (data, voice, VAS etc.) to enterprise and retail customers •  Sells wholesale data packages to enterprise customers for specific customer engagements Actors
  37. 37. Enterprise Apps ​ CLOUDSENSE​ SIGMA ​ COMPTEL​ SALESFORCE ​ DATAMI MARKETING SALES SERVICE COMMUNITY ANALYTICS CLOUDS USER/CUSTOMER EXPERIENCE BUSINESS FUNCTIONS PLATFROM CLOUD INFRASTRUCTURE SALESFORCE 1 MOBILE APP AGENT DESKTOP SERVICE CONSOLE ENTERPRISE PRODUCT CATALOG COMMERCIAL OFFER DESIGN & PUBLISHING (Exposed in SFDC) ECOMMERCE CPQ (Exposed in SFDC) CHARGING SETTLEMENTS INTELLIGENT DATA MEDIATION ECOMMERCE CPQ ORDER MANAGEMENT SPONSORSHIP CAMPAIGNS DESIGN AND MANAGEMENT CLOUD INFRASTRUCTURE CLOUD INFRASTRUCTURE CLOUD INFRASTRUCTURE CLOUD INFRASTRUCTURE SPONSORED DATA EVENTS MANAGEMENT EMBEDED SDK NOTIFICATIONS ANALYTICS USAGE EVENST (Exposed in SFDC)
  38. 38. Customer Apps ​ ENTERPRISE SPONSORED DATA OFFERS Web Sponsorship Campaign Design and Configuration ​ MOBILE CARRIERS ENTERPRISECONSUMER Mobile eCommerce Device Purchase Mobile Plan Subscription Self-care Web/ Mobile eCommerce Mobile Plan Subscription Self-care CloudSense CPQ Mobile App Mobile Sponsored Data Events Enterprise Activities DataMi App + SDK Salesforce 1 DataMi Portal Not In Scope
  39. 39. Offers ​ ENTERPRISE SPONSORED DATA OFFERS Campaigns Try Before You Buy Promotions Ads Services OTT M2M Customer Care Content VOD Premium Content Other ​ MOBILE CARRIERS ENTERPRISE OFFERSRETAIL OFFERS Devices Make Model Color Storage Accessories Data 2/5/10 GB Unlimited Text Voice Unlimited VAS Content OTT … •  Device Purchase Fee •  Subscription Bundles •  Monthly Subscription Fee •  Included Data, Voice & Text •  Data Overage Charges •  Wholesale Data Subscription Bundles •  Included Data •  Data Overage Charges Data 5/10/50 TB * * Optional Demo Feature
  40. 40. Consumer Offer Configuration ​ CLOUDSENSE​ SIGMA Step1Step2Step3 ​ COMPTEL ​ SALESFORCE MRC NRC Quotas Consumer Offer Packages Product Catalog Compatibility Eligibility Bundling Discounts A B - B C - B
  41. 41. Enterprise Offer Configuration ​ CLOUDSENSE​ SIGMA Step1Step2Step3 ​ COMPTEL ​ SALESFORCE MRC NRC Quotas Consumer Offer Packages Product Catalog Compatibility Eligibility Bundling Discounts A B - B C - B
  42. 42. Sponsorship Offer Configuration (EPC-Driven) ​ DataMi Step1Step2Step3 ​ COMPTEL ​ SALESFORCE Sponsored Data Offers Sponsored Data Tariff Plans Product Catalog Manual Coordination of Usage Rate Plans for the Purpose of the Demo
  43. 43. Sponsorship Offer Configuration (EPC-Driven) ​ SIGMA​ DataMi Step1Step2Step3 ​ COMPTEL ​ SALESFORCE Sponsored Data Offers Sponsored Data Tariff Plans Product Catalog Sponsored Data Offers NOT IN SCOPE FOR PHASE 1
  44. 44. Ordering Process Summary ​ ENTERPRISE​ MOBILE CARRIERS ​ CONSUMERS Enterprise Wholesale Data Offers Purchased Packages Sponsored Data Usage Sponsored Data Offers Purchased Bundles Consumer Retail Offers Step1Step2Step3
  45. 45. Consumer Ordering Flow ​ CLOUDSENSE Step1Step2Step3 ​ SALESFORCE ​ COMPTEL Order Capture Order Management Create CustomerB B’ Notification C Consumer eCommerce Mobile App A
  46. 46. Enterprise Ordering Flow ​ CLOUDSENSE Step1Step2Step3 ​ SALESFORCE ​ COMPTEL Notification C CloudSense Desktop App And/or App on a Tablet Order Capture Order Management Create CustomerB A
  47. 47. Consumer Usage Activities ​ SALESFORCE​ DATAMI Step1Step2Step3 ​ CUSTOMER ​ COMPTEL Uses App Content Support Etc. Usage Validated & Recorded Retrieves Events Charges Settles Queries Usage Records Validation Fails Notifies Customer E A B C D
  48. 48. Enterprise Usage Activities ​ SALESFORCE​ DATAMI Step1Step2Step3 ​ ENTERPRISE ​ COMPTEL Sponsorship Event Records Uses App Salesforce 1 Or Desktop Queries Usage Records Retrieve Event Records A B C
  49. 49. Offers
  50. 50. MOBILE CARRIERS •  Provides business services (entertainment, financial services, M2M etc.) to consumers •  Purchases wholesale data from CSPs to sponsor specific engagements with consumers •  Subscribes to mobile services (voice, data, VAS, etc.) from CSPs •  Enjoys services, premium content and engagements with enterprises without using personal subscription data ENTERPRISE CONSUMERS •  Provide mobile services (data, voice, VAS etc.) to enterprise and retail customers •  Sells wholesale data packages to enterprise customers for specific customer engagements Actors
  51. 51. Customer Offer Sponsored Data Catalyst ​ Enterprise Data Offers OFFERS Brokerage Model Single eCommerce / CPQ platform selling packages for multiple operators AT&T •  1 TB/5 TB/10 TB/ 50 TB / 100 TB packages •  5000.-/20 000.-/35 000.-/100 000.-/ 180 000/Mo O2 •  1 TB/5 TB/10 TB/ 50 TB / 100 TB packages •  5000.-/20 000.-/35 000.-/100 000.-/ 180 000/Mo ORANGE •  1 TB/5 TB/10 TB/ 50 TB / 100 TB packages •  5000.-/20 000.-/35 000.-/100 000.-/ 180 000/Mo DTAG •  1 TB/5 TB/10 TB/ 50 TB / 100 TB packages •  5000.-/20 000.-/35 000.-/100 000.-/ 180 000/Mo Enterprise Sponsored Data Offers Mobile Operators Selling Wholesale Data Packages to Enterprises for Data Sponsorship DTAG Orange O2 AT&T Mobile Operators
  52. 52. Options & Accessories Sponsored Data Catalyst ​ Consumer Mobile Communications Offers OFFERS Add 0.00 for 16 GB Add 50.00 for 32 GB Add 100.00 64/128 GB Core Services: Data, Voice & Text EXTRAS Customers may add on services, options accessories and discounts iPHONE 6 6S 6S Plus TABLETS iPad Pro iPad Galaxy Tab SAMSUNG Galaxy S7 G S7 Edge GJ1 COLOR Gold Silver While Black COLOR Silver While Black COLOR Silver While Black STORAGE 32GB 64GB 128GB STORAGE 16GB 32GB 64GB STORAGE 16GB 32GB 64GG PRICE 599.- 699.- 799.- PRICE 499.- 699.- 159.- PRICE 999.- 599.- 499.- SERVICES PREPAID BUNDLES 400 Min/4GB 50.00 Top-up 100 Min / 1GB 15.00 POSTPAID BUNDLES 5GB/Unlimited Voice & Text 50.00 Data Overage 0.25/MB SHARING Same as Postpaid bundle 0.00 First Line 15.00 2nd Lines 10.00 Additional Lines CONTRACT Term 2 years Device Credit 250.00 Early Termination 350.00 Consumer Prepaid Postpaid DISCOUNTS •  25% discount on video service •  10% discount on content service •  20% discount on select extras SERVICES •  Video (OTT) 25.-/Mo •  Content (Games, Apps, Music, Movies) 30.-/Mo OPTIONS •  Facebook Package 6.-/Mo •  QoS 10 Mbs for Video Service 10.-/Mo •  Cases 25.- •  SD Card 30.- •  Earphone – 50.- •  Data Dongle 60.- DEVICES
  53. 53. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. 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 product or service availability, 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 developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, 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 the 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.
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Mobile Data Sponsorship as a Catalyst for Customer Engagement

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