Cloudforce Essentials 2012 - Business Success Ask the Experts
Business Success for Small &Medium BusinessesAsk the ExpertsDana Feldman, salesforce.comCommercial SMB Manager, Australia & New Zealand
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 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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.
What do you do as a Business? Australia’s leading network of professional psychology practices,providing psychology services to both private and corporate clients Head Office: Melbourne, VIC National Support Centre servicing practices throughout VIC, NSW & QLD, Practices: 137including managing scheduling, administration and marketing of over 130 Psychologists: 208practices Support Staff: 16 Steven Whittington We had a busy call centre that was battling will increasing enquiry levels Chief Operating Officercoupled with a growing network of practices that weren’t being serviced wellenough by our current systems www.liferesolutions.com.au BRW’s eighth largest growing franchise in Australia, we needed a solutionthat was smart, flexible and capable of scaling with our business
Why Salesforce? Reviewed several CRM solutions including MS Dynamics, Net Suite and salesforce.com Our consulting partner, Aprika Business Solutions demonstrated salesforce.com had the flexibility to be easilycustomised to our requirements and the scalability to support our objectives for rapid network expansion Salesforce.com has an intuitive user interface and we were able to customise page layouts to make data entryswift and build workflow rules & triggers to automate common business processes that helped reduce call handlingtimes The power of the salesforce.com API was a key factor given we knew we would be looking to integrate our CRMsystem with other key business systems The licensing model made it a cost effective solution, enabling us to provide the national support team with a fullenterprise platform whilst using authenticated website licenses to provide access to key areas for practice staff
What are the results / outcomes? We have reduced our call handling time from 9 minutes to under 60 seconds We have a seamless business platform that manages our processes end toend, providing clear insight to the business KPI’s. Salesforce.com has allowed usto integrate with eHealth compliant practice management software whilst providingenterprise-level business system functionality Our team has really embraced Chatter, which provides us with a secure socialapplication to share information internally Aprika Business Solutions The ‘Virtual Briefcase’ portal keeps us connected to our practices, has automated Colin Johnsone-commerce functions, and has evolved the service delivery model of our business Managing Directorto enable us to achieve aggressive growth targets www.aprika.com.au Built a strong ongoing relationship with our Salesforce.com consulting partnerAprika Business Solutions who drove the entire project from needsanalysis, solution architecture through integration, custom appdesign, development and training. They have become an extension of our ownteam and stay engaged with the achievements of our business
What would you do differently? Build additional workflow / trigger functionality to automate more business processes Engage Aprika to deliver ‘End User’ training as well as ‘Train the Trainer’ training
What do you do as a Business?Fortress Systems are a Melbourne based manufacturer of high power, high voltage resistors for the mining, oil & gas,and utility industries. We manufacture most of what we sell in our Braeside facility.
Why Salesforce?• At the time we had no CRM system• We had just added a second sales person, and he didn’t have access to all of the information in my head• We needed to install a system quickly and we considered Salesforce low risk as it was a low cost to entry. If it didn’t work we would have moved onto something else.
What are the results / outcomes?• Dramatically improved our productivity and organisation of the sales process.• Greater visibility of opportunities and are able to capture much more IP. We use Chatter to monitor the amount of opportunity follow up activity. Good for managers.• We normally quote an opportunity to more than one OEM and we are able to tie together enquiries very effectively which saves a lot of time and enables us to provide consistent offers. We save 2-3 hours every time we identify we have quoted the same job previously.• We have expanded the use to other areas of the business, in particular Quality & OHS by building custom objects ourselves.
What would you do differently? • Build a relationship with our Salesforce Account Executive earlier. It was a 30 minute demo from her that really triggered our expansion of the system to other areas of the business. • Get in touch with a local Salesforce Consultant earlier. Some things we can do ourselves but others are a lot quicker done by the experts. The little bits of advice we have received have been invaluable. • Tackle roles, profiles, and permissions at the beginning, not after three years! • The decision maker needs to understand the capabilities of the system through some technical knowledge of it in order to be able to fully utilise its capabilities, especially if you are too small a company to have a full time Salesforce Administrator. • Spend more time working on reports and dashboards to allow more use of the information we gather.
What do you do as a Business? ParkLogic By Domain manage Domain Name Management (eg, www.lawyer.com) • Traffic flow – to multiple different destinations (rules based routing) • 400 Customers • Domain Acquisition and Sales tracking and • 5 Continents management • 1,500 Batches or ‘Portfolios’ of • Domain Registrations Domain Name assets • 400+ control, integrity and reporting fields • 1,000,000+ individual Domain Name per Domain Name Asset Assets
Why Salesforce?Core functionality Presentation & IntelligenceSales Customer Portal• Leads • External Presentation Layer• Contacts • Configurable / Visual Force• Accounts• Opportunities Flexible Data Integration • Web Services APIService • Visualforce / Flex mashups• Cases• Knowledge base Decision Support Intelligence• Help • Complex Calculations• Ideas and Answers • Analytic Snapshots / Data Management • Validation Robust, Secure, Scalable, Integrated Reporting • Alarms and alerts Fortune 500 Endorsed • History Tracking – who changed what?
What are the results / outcomes?From internaland externaluse ofcombinedanalytic andreportingengine
What are the results / outcomes?Toprofessionalexternalinterface . .
What are the results / outcomes?. . andpurpose builtinternalinterfaces foroperationalcontrol,reporting anddecisionsupport
What are the results / outcomes? Technical Operations Client Operations Daily 50k records; Controls 5m fields Instant Critical updates; alarms Daily 2m records; 100m fields Weekly 2m records; Accounts Sales 200m fields ParkLogic Web Client 200+ Customer Analytic Engine Management Portals
What would you do differently?Context• 3 of our team had worked with salesforce.com integration partners. We wouldn’t and couldn’t have done it without that!Aligned Data Models• The more you plan and continually refine the alignment the better; Master versus Slave decisions critical, as is understanding Salesforce.com data model and its evolutionDocument and test• Continual evolution is tempting, and valuable, but don’t forget to follow through rapidly before you forgetRead the Release Notes• The continual platform evolution solves many problems . . . and . . .Limit Relief• We would highly value selective relief on limits and better access to product managers on ‘new’ functionality
Chris LeaskCustomer Relations & WarrantyOperations Manager
What do you do as a Business?We are a wholly owned subsidiary of the Honda Motor Co. Japan • Honda Australia Motorcycles and Power Equipment Pty Ltd are the official importer/distributor of high quality Motorcycle, Power Equipment and Marine Products. • We also locally manufacture a comprehensive range of Lawn & Garden Products • We are also the most prominent provider of Motorcycle & ATV training via our Honda Australia Roadcraft Training facilities in VIC, NSW & QLD • In excess of 1 million products in operation within Australia everyday.
Why Salesforce?Honda Australia undertook an in-depth vendor selection process over an 18 month period looking for thefollowing criteria: Low cost of ownership (IT Resource, no maintenance or upgrades, hardware etc) Proven CRM Solution Ease of use Powerful Customisation to meet our particular business needs Streamlined case management process High level reporting capabilitiesAnd most importantly The ability to interact with our existing ERP systems
What are the results / outcomes?Within a relatively short period of time we achieved the following outcomes: Installation of Saleforce CRM Launch of system into Customer Service & Sales Divisions Creation of reports/dashboards for specific areas of the business High level of customisation to meet our business needs including: Inclusion of loyalty score Case management Product categories and pricing Inclusion of Dealer visit reports CSi surveys
What would you do differently? Include a greater number of stakeholders to improve the ownership experience within the company Consider a longer term customer relationship strategy Higher level of ongoing internal staff training Increase utilisation of Salesforce support via Account Managers & Help desk