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Business Process Automation Made Simple: Introducing Visual Process Manager


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Gain some useful insight and information about the new features available in Salesforce to help you streamline your critical business processes. You'll hear from product experts how Visual Process Manager can help "spark" the automation of important business functions within your organization.

Published in: Business
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Business Process Automation Made Simple: Introducing Visual Process Manager

  1. 1. Business Process Management Made EasyIntroducing Visual Process Manager<br />Administrators<br />Peter Chandler:<br />Steve Wood:<br />Barry Newman:<br />
  2. 2. Safe Harbor<br />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, 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 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.<br />The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, 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 intellectual property and other litigation, risks associated with 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2010. This documents and others are available on the SEC Filings section of the Investor Information section of our Web site. <br />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 the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.<br />
  3. 3. Today’s speakers<br />Peter Chandler – Principal Consultant/<br />Steve Wood –VP Product Management/<br />Barry Newman – VP Information Technology/<br />
  4. 4. Agenda<br />What is Visual Process Manager/Flow<br />Live Demo <br /> User Story<br />
  5. 5. Key Terms<br />Spark – business process build using Visual Process Manager<br />Flow –’s upcoming (winter 11) release of Visual Process Manager as part of the overall workflow/approval offering<br />Additional releases will enhance platform version/offerings<br />
  6. 6. Visual Process ManagementMaking life easier<br />Flow<br />Page flow and dynamic forms<br />Rule flow, actions and integration<br />Drag-and-drop designer<br />Approval Processes<br />Record routing & approval<br />Multi-user task management<br />History logging<br />Workflow Rules<br />Activity monitoring<br />Triggers<br />Alerts & actions<br />
  7. 7. What is Flow?The fastest way to design and deploy business processes<br /> Flow<br />Form<br />Decision<br />Lookup<br />Easy to learn/use<br />Rapidly design your process<br />Instantly deploy to the cloud<br />Quickly adapt to business change<br />No Hardware required<br />Separate license required<br />Sub Process<br />Statement<br />Question<br />
  8. 8. How does Flow work?Page and rule flow in the cloud<br />1. Draw the spark as they’d click it<br />2.Save it<br />3. They follow a wizard<br />Bam!<br />Flow does all the hard work:<br />Manages<br />data<br />Generates<br />documents<br />Performs<br />calculations<br />Sends<br />emails<br />Integrates<br />with systems<br />Executes<br />business rules<br />Provides<br />Forms<br />
  9. 9. Common use cases for Flow<br />Online<br />Web self-service guides<br />Trouble-shooting wizards<br />Front office call center:<br />Customer Support<br />Inbound/outbound sales<br />Order management<br />Back office processing centers<br />Insurance: claims processing<br />HR: pensions<br />Tax: invoice processing<br />
  10. 10. Steve Wood<br />VP Product Management<br />
  11. 11. DemoA day in the life of Sarah, an insurance adviser…<br />
  12. 12. Barry Newman<br />
  13. 13. Topics<br />Who is Saveology<br />Why VPM<br />How we use it today<br />Plans for the future/Support<br />
  14. 14. Who is<br /><ul><li>Technical Support covering over 30,000 products
  15. 15. Residential, Business Plans
  16. 16. Over 50,000 Knowledge articles integrated with Salesforce
  17. 17. App available in the AppExchange for Call Center upsells
  18. 18. Provide consumers with valuable </li></ul> cost savings<br /><ul><li>Comparison shopping site for key home services
  19. 19. Satellite TV, High Speed Internet, Phone
  20. 20. Home Security
  21. 21. Others
  22. 22. 800 agents within 6 centers </li></li></ul><li> Properties<br />
  23. 23. Saveology Call Centers<br />Call centers distributed throughout the US<br />Variety of Products offered from a number of partners<br />Training curriculum involves 2 week training class, two weeks hands on with coaches <br />Goal:<br />Reduce Training Time<br />Increase Use of Consistent Messaging<br />Improve Customer Experience<br />
  24. 24. Why VPM<br />Prior to VPM<br />Call center was paper based<br />Training was more difficult<br />Agents used paper bound books for scripts<br />Updates involved “addendums”<br />Flipping through sections for rebuttals/FAQ<br />
  25. 25. What we were looking for<br />New Phone System<br />New Call center platform<br />Streamlined Approach<br />What we found<br /><ul><li>Integrated All in one Platform – “The Hat Trick”
  26. 26. InContact
  27. 27. Salesforce
  28. 28. VPM</li></li></ul><li>Call Flow<br />Call Routed to Agent<br />Common Customer Information<br />Captured<br />SF Lead Created Via Incontact<br />VPM Script Pops<br />Inbound Call<br />Intro Script Determines Appropriate Path and sub script(Spark) based upon Incoming Phone Number<br />Upon Sale Completion, Upsell/Cross sell Page offered<br />FAQ/Rebuttals in VPM a “click” away<br />Product offerings and checkout presented as Iframe embedded in VPM. <br />Disclaimers and other information displayed for agent<br />
  29. 29. Final Intro Script<br />
  30. 30. CRM - Salesforce<br />When a call comes in, the phone will expand and the Saveology Order Entry Instructions page will appear, then click the Start Call Introduction button<br />When the call is delivered the agent will hear a whisper indicating the provider or campaign associated with the call.<br />
  31. 31. Address is captured to determine the services available in the customer’s area.<br />
  32. 32.
  33. 33. All Rebuttals must begin with a transition statement: For example: I understand your concern, Test Lead, but…<br />
  34. 34. Efficiencies Achieved<br />Reduced Training time by 25%.<br />Agents are on the floor taking orders and being productive faster<br />Reduced talk time, ability to handle more calls, lower abandonment rate<br />Higher QA Scores – Improved partner performance<br />
  35. 35. Staffing/Resources<br />Is this a business function or an IT function?<br />Depends on your organization<br />Started as Call center resource<br />Moved to IT as requirements became larger and more system integration<br />What skills are required<br />Basic HTML<br />Workflow Management<br />
  36. 36. Future Plans for VPM<br />Integrate with Knowledge/Content for SupportSquad Technical Support business<br />Add Google Analytic tracking to determine script performance and improve<br />Customer Service<br />Roll out to our customer service staff for consistent customer service experience and scripting<br />Refactor<br />Update look and feel to more web 2.0<br />Update flow for maintenance vs reusability<br />Train business to manage scripts with new VPM Designer<br />
  37. 37. Questions?<br />
  38. 38. Resources<br />Contact your AE for more information<br />Helpful Links<br />VPM page on site<br />VPM datasheet<br />Developerforce page for VPM<br />Includes:<br />Link to download Firefly Process DesignerArticles and presentations<br />Product documentation<br />7 tutorials for self directed training<br />
  39. 39. D I S C O V E R<br />Visit Customer Success Team at Campground<br />the products, services and resources <br />that help you achieve<br />S U C C E S S<br />Learn about how to win prizes including 10 iPads& more!<br />Find us at the Customer Success Team area of Campground at Moscone North<br />Discover Training Learning Paths<br />Meet Success Experts<br />Learn about Customer Resources<br />Experience Product Demos<br />
  40. 40. How Could Dreamforce Be Better? Tell Us!<br />Log in to the Dreamforce app to submit<br />surveys for the sessions you attended<br />Use the Dreamforce Mobile app to submit surveys<br />OR<br />Every session survey you submit is a chance to win an iPod nano!<br />