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Portal Mania

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Which portal is right for you? What considerations do you need to evaluate when developing your portal strategy? Every deployment is different. Join us to learn how easy it is to integrate your partners, resellers, and even customers into your critical processes to enhance visibility, increase collaboration, and help them join the conversation. It's portal mania, and it starts right here.

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Portal Mania

  1. 1. Portal Mania<br />Administrators<br />Darren Kemp: salesforce.com<br />Amee Cooper: VMware<br />Matt Brady: TransUnion<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 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 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 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 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.<br />
  3. 3. Darren Kemp<br />salesforce.com<br />
  4. 4. What are we talking about today?<br />Portals Functionality Overview<br />Implementation Approaches<br />Approaches to Adoption <br />Evolving Your Portal / Effective Change Management<br />What’s coming your way?<br />Q & A<br />
  5. 5. Reality Check: What is a Portal?<br />“A door or opening”<br />“An opening in the walls of a building… and especially a grandentrance to an important structure”.<br />“…IT deals with the use of computers to store, manage and communicate information quickly, efficiently and securely”. <br />A portal is a gateway to your most important structure, your information.<br />
  6. 6. Portals are everywhere!<br />Web portals on the internet <br />Multiple services/applications in a single site<br />Enterprise Portals on company intranets<br />Internal sites to access company resources (corporate directories, HR forms, vacation requests, helpdesk tickets, etc.)<br />
  7. 7. Why are companies using portals?<br />Reduce Costs<br />Drive more interactions to the web<br />Free up resources to focus on your top customers and partners<br />Increase Revenue<br />Provide an exceptional customer experience<br />Increase collaboration with your partners<br />Consistent and improved communication driving everyone’s SUCCESS<br />
  8. 8. Salesforce.com Portals<br />Customer Portal<br />Self-Service Portal<br />Partner Portal<br />
  9. 9. Self Service Portal for Service & Support <br />On demand self service<br />Case Management and Knowledge Base/Solutions<br />24/7 support offering<br />Part of your overall customer experience and web offering<br />Included with Professional Edition and above<br />
  10. 10. Customer Portal for Support and more…<br />Web 2.0 for the next generation<br />Advanced Case Management and Knowledge Base/Solutions<br />Exposure of custom objects and applications<br />Full customization features: Apex, mashups, web tabs, VisualForce<br />Support of multiple customer portals, account hierarchy & sharing rules<br />Customizable home page and branding<br />Personalized customer experience<br />Available in Enterprise and Unlimited Editions<br />
  11. 11. What’s Coming for Customer Portal?<br />Ex.: Solving Problem Now<br />
  12. 12. What’s Coming for Customer Portal? Ex.: Solving Problem with one Flow<br />One Flow for Questions and Cases. <br />One Flow that integrates Community and Customer Service. <br />
  13. 13. Partner Portal for Channel Effectiveness<br />On demand Partner Relationship Management<br />Collaboration with your top partners<br />Lead generation, accounts, opportunities and documents<br />Greater insight into channel performance<br />Reduce Channel Conflict<br />Increase Partner Productivity<br />
  14. 14. What’s Coming for Partner Portal?<br />
  15. 15. Summary: Salesforce.com Portals<br />Please contact your Account Executive for detailed features and pricing.<br />
  16. 16. Amee Cooper<br />ManagerAdoption, Change Mgmt, & TrainingField Automation and Services Team<br />
  17. 17. Who We Are<br />VMware (NYSE: VMW), the global leader in virtualization and cloud infrastructure, delivers customer-proven solutions that significantly reduce IT complexity and enable more flexible, agile service delivery. VMware accelerates an organization’s transition to cloud computing, while preserving existing IT investments and enabling more efficient, agile service delivery without compromising control. With more than 190,000 customers and 25,000 partners, VMware helps organizations of all sizes lower costs, preserve freedom of choice and energize business through IT while saving energy—financial, human and the Earth’s.<br /><ul><li>Founded 1998
  18. 18. Employees: more than 8,200
  19. 19. 2009 Revenue: $2 billion, 5th largest infrastructure software company
  20. 20. Market Category: Virtualization and Cloud Infrastructure
  21. 21. Products Used:
  22. 22. Deployed: PRM, CRM
  23. 23. Deploying: Service Cloud
  24. 24. Current Partner Central Usage: 25,000+ Partners, 2,000+ Internal Users</li></li></ul><li>Desire to Improve Ease of Doing Business with VMware<br /><ul><li>275% growth in Partners from prior year
  25. 25. Corporate Initiative to re-launch Partner Programs
  26. 26. Flexibility to meet yet unchartered needs
  27. 27. Business Driven Project
  28. 28. Ease of Administration
  29. 29. Reliability</li></ul>Why we needed a new portal vendor<br />
  30. 30. Our Vision: Improve Ease of doing Business with VMware<br />“One Stop Shop”<br />Integrations with Oracle EBS, BI, CCI<br />Personalized, Targeted Content Delivery<br />
  31. 31. Our Implementation Timeline<br />2009<br />Q1<br />Q2<br />Q3<br />Q4<br />Phase 1<br />Partner Accounts<br />Partner Users<br />Partner Programs<br />Partner Locator<br />Content<br />Custom Group Administration Solution<br />Reports / Dashboards<br />Integrations / SSO<br /> Learning Mgmt Solution<br /> Partner Rebate Payment Application<br />MDF, Leads, OppReg (Legacy Solution)<br /> Downstream Back office Applications<br />Phase 2<br />Leads<br />Opportunity Registration<br />Additional Reports / Dashboards<br />Integrations / SSO<br /> MDF<br /> Reporting DBs<br /> Marketing Generation Tool<br />Partners: 22,000 Partner Users: 128,000 Internal Users: 2,000+<br />Winter ‘09<br />
  32. 32. Our Solution: SFDC Partner Portal<br />Tabs displayed based on Program, GEO, Individual<br />Content is managed and delivered via custom solution<br />
  33. 33. Our Solution: “One Stop Shop”<br />Partner University links to Learning Mgmt Solution<br />Look and Feel is supported throughout Portal – whether SFDC or other Application<br />
  34. 34. Our Solution: SFDC Sites<br />
  35. 35. Our Solution: SFDC Cases<br />Partners can log a Support Case from Portal<br />
  36. 36. Key Success Factors / Lessons Learned<br /><ul><li>Senior Management support and participation
  37. 37. Partner Participation should be throughout the entire Project lifecycle
  38. 38. Keep objective foremost in mind
  39. 39. Select System Integrator expertise specific to needs
  40. 40. Keep it simple
  41. 41. Build excitement with realistic expectations
  42. 42. It takes a village…</li></li></ul><li>Adoption / Feedback<br /><ul><li>75%Increase of logins by Partner Users
  43. 43. Partner participation in education, benefits, entitlements, and program promotion increased dramatically
  44. 44. Partner quotes:
  45. 45. The new Partner Central is the best vendor website / tool to date.
  46. 46. To the guys that designed the new Partner Central. That search engine with filtering is priceless.</li></li></ul><li>Change Management Lifecycle<br />Execution<br />Submission<br />Qualification/Prioritization<br />Project(s)<br />Project(s)<br />Maintenance <br />Releases<br />(Bugs, Quick Wins and<br />Minor Enhancements)<br />Business Strategy Drivers<br />Support & Maintenance Track <br />Field<br />Ops<br />Teams<br />Weekly/bi-weekly releases<br />Enhancements<br />or<br />Ideas<br />Qualification Process<br />Production Issues<br />Project(s)<br />Project(s)<br />Project Track<br />Project SDLC<br />Quarterly/major releases<br />
  47. 47. SFDC Eco-System Evolution<br />July 2009<br />Partner Central – Infrastructure, Programs, Partner Locator<br />November 2009<br />Partner Central – Entitlements<br />May 2010<br />Sales Force Automation<br />COMING SOON: Spring 2011<br />Services & Support<br />
  48. 48. Matt Brady <br />
  49. 49. Who We Are<br />TransUnion is a global leader in credit and information management. For more than 30 years, we have worked with businesses and consumers to gather, analyze and deliver the critical information needed to build strong economies throughout the world. <br /><ul><li>INDUSTRY: Financial Services
  50. 50. EMPLOYEES: 3,000
  51. 51. GEOGRAPHY: Global
  52. 52. #USERS: 625
  53. 53. PRODUCT(S) USED:
  54. 54. Sales Cloud (Marketing, Sales, Analytics, Workflow)
  55. 55. Service Cloud (Call Center, Customer Portal, Email, Partner Portal, SF-to-SF, Community)
  56. 56. Custom Cloud (Apex, VisualForce, Sites, Content, numerous custom applications)</li></li></ul><li>Streamline Customer Registrations<br />Business drivers:<br />Allow applicant to sign agreement packet electronically<br />Simplify applicant process to submit paper documents<br />Solution options:<br />Manual / In-Person<br />Mail / Fax<br />Online / Electronic<br />
  57. 57. Applicant portal<br />Customizedstyle sheet<br />
  58. 58. Applicant portal<br />Dynamiccontent<br />
  59. 59. Applicant portal<br />Multi-page “wizard” <br />
  60. 60. Applicant portal<br />Fieldvalidations<br />
  61. 61. Applicant portal<br />Loopinglogic<br />
  62. 62. Applicant portal<br />Gatedprocess<br />
  63. 63. NEW<br />Applicant portal<br />Efficientchoices<br />
  64. 64. NEW<br />Applicant portal<br />
  65. 65. NEW<br />Applicant portal<br />
  66. 66. NEW<br />Applicant portal<br />Expedited response<br />
  67. 67. NEW<br />Applicant portal<br />No morefax machine!<br />
  68. 68. NEW<br />Internal CRM<br />
  69. 69. NEW<br />Internal CRM<br />ExternalServiceIntegration<br />Automated Signature Tracking<br />
  70. 70. NEW<br />Internal <br />CRM<br />Integrated Document Storage<br />
  71. 71. Streamline Customer Registrations<br />Direction: <br />Enhanced Customer Portal with online signature tool<br />Converted fax machines to online fax accounts<br />Lessons Learned:<br />
  72. 72. Streamline Customer Registrations<br />Results<br />Sales: cycle times, visibility<br />Operations: centralized, robust<br />IT: capacity, focus<br />1 week<br />1 week<br />1 week<br />1 week<br />14 days<br />>50% reduction<br />$75K -- $200K savings<br />
  73. 73. Question & Answer<br />Darren Kemp<br />Principal Support Account Specialist<br />Amee Cooper<br />Director - Sales Automation - SFA / CRM<br />Matt Brady<br />Director - Sales Automation - SFA / CRM<br />
  74. 74. Describe the different Portal Offerings<br />Plan, Plan, Plan<br />Empower your users<br />Evolve your Portal<br />Gear up for what’s coming!<br />Key Take Aways<br />
  75. 75. 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 />Discover Training Learning Paths<br />Find us at the Customer Success Team area of Salesforce.com Campground at Moscone North<br />Meet Success Experts<br />Learn about Customer Resources<br />Experience Product Demos<br />
  76. 76. Portal Mania<br />
  77. 77. 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 />

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