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Enterprise-caliber Cloud BI 
WHEN SALESFORCE 
ISN’T ENOUGH 
ACCELERATE YOUR BUSINESS AND 
UNDERSTAND CUSTOMER BEHAVIOR 
Au...
2 
WEBINAR NOTES 
Please send questions 
using the online interface 
Attendees muted upon entry
3 
FEATURED 
SPEAKERS 
James Haight 
Analyst 
Blue Hill Research 
Pedro Arellano 
Sr. Director, Product Strategy 
Birst 
M...
4 
AGENDA 
• Increasing Efficiency and Customer Insight in 
Salesforce 
• Salesforce and Birst for Better Insight 
• Demon...
Enterprise-caliber Cloud BI 
IInnccrreeaassiinngg EEffffiicciieennccyy 
aanndd CCuussttoommeerr IInnssiigghhtt ffrroomm 
S...
6 
In Case You Didn’t Know… 
Salesforce is one of the most popular CRM systems out there with over 
100,000+ customers and...
7 
Salesforce Analytics 
Salesforce provides built in reporting and analytics capabilities 
This provides great options fo...
8 
Limitations of Salesforce Analytics 
Challenges reported to Blue Hill break out into two major areas 
Complexity Limita...
9 
Opportunities for BI Solutions 
As dedicated analytics engines, enterprise BI solutions present 
potential solutions fo...
10 
Potential Operational Benefits 
Blue Hill has typically observed two areas of benefit associated with 
integration of ...
11 
Translating Benefits into Business Value: 
Time Savings 
Opportunity to shift resources to 
more value added endeavors...
12 
A Real World Example: 
Large New England-based Insurance Company 
About the Subject 
o Specializing in health insuranc...
13 
How They Use Salesforce 
We use Salesforce a lot. We use 
it for just about everything 
besides contracting, HR and 
f...
14 
Pain Points: 
o Tracking customer acquisition and behavior required export to external 
tools such as Microsoft Access...
15 
Solution Criteria: 
Dedicated Analytics Platform 
“Scalability” 
o Storage Capacity 
o Ability to replicate across the...
16 
Solution Selected 
Birst selected because. . . 
o Appealing delivery model and perceived fast time to value 
o Complet...
17 
Business Value Reported 
Two primary areas of impact were reported 
o Operational efficiency 
oSingle tool to store, a...
18 
We are already seeing ROI with the four departments 
using it. By the end of the year we will have the 
entire senior ...
19 
Points to Consider 
o The subject’s experience of encountering the upper 
bounds of Salesforce’s analytic capabilities...
Enterprise-caliber Cloud BI 
Thank you! 
To join the conversation, follow us on 
Phone: +1 (617) 624-3600 
Contact Sales: ...
21 
SALESFORCE 
& BIRST FOR 
BETTER 
INSIGHT
22 
SALESFORCE 
REPORTING 
• Salesforce reports are ideal when: 
– You want to display your company’s sales pipeline 
– Yo...
23 
SALESFORCE 
REPORTING 
• But not so ideal when… 
– You need to understand historical trends 
– Perform cross-object re...
24 
BIRST GIVES YOU 
MORE 
• Report on any object in Salesforce - including 
custom objects 
• Better visibility into sale...
25 
SINGLE INTEGRATED BI 
PLATFORM 
ETL, DATA WAREHOUSE, LOGICAL LAYER, 
VISUALIZATIONS 
Enterprise Reporting Predictive A...
26 
BIRST FOR SALESFORCE 
POWERFUL ANALYTICS TO DRIVE GREATER SALES 
SUCCESS 
• Increase bookings / rep 
Rapid Time to Val...
27 
BIRST FOR SALESFORCE 
POWERFUL ANALYTICS TO DRIVE GREATER SALES 
SUCCESS 
• Pipeline Movement 
– Quarter Movement – Ch...
28 
DEMONSTRATI 
ON
29 
IDENTIFY TOP SALES 
MANAGERS TO RAPIDLY 
GROW A BUSINESS 
Results 
•Analysis of best market segments & customers who 
...
30 
ABOUT BIRST 
• Enterprise-Caliber BI 
Platform – born in the cloud 
• 10,000+ organizations rely 
on Birst across all ...
31 
LEADERS RELY ON 
BIRST 
Embedded Mid-market Enterprise
32 
Q&A
33 
LEARN MORE 
• Download Blue Hill Case 
Study 
– birst.com/insight 
• Join us for a Live Demo 
– Every Tues and Thurs @...
34 
THANKS
35 
SALESFORCE 
REPORTING 
• Some companies need more: 
Which of the following analytic capabilities would allow your orga...
36 
SOME COMPANIES 
NEED MORE 
• Improved Pipeline Management: 
“Do I have enough pipeline to meet my target? What 
if I i...
37 
SOME COMPANIES 
NEED MORE 
• Historical Analysis & Forecasting: 
“What’s changed in my pipeline? How does my 
pipeline...
38 
SOME COMPANIES 
NEED MORE 
• Insight Across the Enterprise: 
“Did my commit meet my forecast? What is the 
overall cos...
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When Salesforce Isn’t Enough: Using Birst to Accelerate Your Business and Understand Customer Behavior

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Organizations rely on solutions like Salesforce to run day-to-day operations and keep track of the massive amounts of data generated by daily customer interactions. As their business grows and their data analysis requirements evolve, these companies often find they need more robust reporting capabilities than what Salesforce offers out-of-the-box.

Join industry analyst James Haight from Blue Hill Research as he presents his new research paper, “Using Birst to Increase Efficiency and Customer Insight in Salesforce,” and describes how companies are turning to business intelligence solutions like Birst to help decision-makers glean greater insight from Salesforce data and deliver increased value to customers.

In this webinar, you will learn:

How a leading health insurance provider recognized it reached the upper limits of Salesforce reporting
The factors this organization considered when choosing a business intelligence solution
How this company transformed its business operations with greater efficiency and deeper customer insight.

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When Salesforce Isn’t Enough: Using Birst to Accelerate Your Business and Understand Customer Behavior

  1. 1. Enterprise-caliber Cloud BI WHEN SALESFORCE ISN’T ENOUGH ACCELERATE YOUR BUSINESS AND UNDERSTAND CUSTOMER BEHAVIOR August 26, 2014
  2. 2. 2 WEBINAR NOTES Please send questions using the online interface Attendees muted upon entry
  3. 3. 3 FEATURED SPEAKERS James Haight Analyst Blue Hill Research Pedro Arellano Sr. Director, Product Strategy Birst Matt Train Principal Solutions Engineer Birst
  4. 4. 4 AGENDA • Increasing Efficiency and Customer Insight in Salesforce • Salesforce and Birst for Better Insight • Demonstration • Q&A
  5. 5. Enterprise-caliber Cloud BI IInnccrreeaassiinngg EEffffiicciieennccyy aanndd CCuussttoommeerr IInnssiigghhtt ffrroomm SSaalleessffoorrccee Blue Hill Research James Haight, Analyst
  6. 6. 6 In Case You Didn’t Know… Salesforce is one of the most popular CRM systems out there with over 100,000+ customers and provides its own array of reporting capabilities How it is used: o Capture information from customer interactions o Manage customer accounts o Track sales and pipeline data o Identify leads o And a whole lot more….
  7. 7. 7 Salesforce Analytics Salesforce provides built in reporting and analytics capabilities This provides great options for things such as: o Reporting on sales pipeline o Tracking sales vs. forecast o Providing a snapshot of operational data o Quantifying customer inquiry requests …but presents challenges for analysis involving: o Highly customized dashboards o Extensive cross object reporting o In depth analysis of historical trends o Understanding interactions with outside data sources
  8. 8. 8 Limitations of Salesforce Analytics Challenges reported to Blue Hill break out into two major areas Complexity Limitations Salesforce is a fantastic solution, just not a dedicated analytics engine o Display limitations of rows of data in reports o Limited cross-object reporting capabilities o Limitations in connecting to outside data sources Contextual Limitations Reporting on customer trends over time and relative to other data feeds can be of great importance o Difficulties in providing analysis within the context of the broader organization o Difficulties in understanding interrelationships of data relative to history
  9. 9. 9 Opportunities for BI Solutions As dedicated analytics engines, enterprise BI solutions present potential solutions for: o More complex data discovery, visualization, and custom dashboard creations o Better understanding of historical trends and of relationships over non-standard time intervals o Painting the ‘whole picture’ by expanding cross-object reporting capabilities o Example: Trying to identify customer upsell opportunities based on service center calls and historical upgrade trends o Incorporating outside data sources such as alternative systems of record or net-new data streams such as machine sensor logs.
  10. 10. 10 Potential Operational Benefits Blue Hill has typically observed two areas of benefit associated with integration of Salesforce data into BI solutions o Operational Time Savings o Dependent on sophistication/demands of current reporting o Opportunity to replace time consuming processes of exporting data and running spreadsheet based o Collaboration o Enhanced Insight o Allows for view of previously undiscovered interrelationships o Opportunity to further democratize access to data o Ability to ask deeper question
  11. 11. 11 Translating Benefits into Business Value: Time Savings Opportunity to shift resources to more value added endeavors Enhanced Insight Identify cost saving and revenue generating opportunities
  12. 12. 12 A Real World Example: Large New England-based Insurance Company About the Subject o Specializing in health insurance and related services o Fortune 100 company o ~50,000 employees o Workforce spread across all 50 states o Customer network of over 20 million
  13. 13. 13 How They Use Salesforce We use Salesforce a lot. We use it for just about everything besides contracting, HR and finance. It has become pretty much ubiquitous and houses about 60-70% of our operational data in one form or another. – Business Unit Director How they use it o Heavy reliance on Salesforce for internal operational data o “Tool of choice” for data capture Scope of Use o 60-70% of enterprise operations tracking takes place within Salesforce
  14. 14. 14 Pain Points: o Tracking customer acquisition and behavior required export to external tools such as Microsoft Access or Microsoft Excel o These tools were unable to handle the large (and growing) data volumes o Unwieldy manually processes resulted o Historical trend analysis = charts and reports copied side-by-side in PowerPoint
  15. 15. 15 Solution Criteria: Dedicated Analytics Platform “Scalability” o Storage Capacity o Ability to replicate across the organization “Completeness” Relative ease of integration o Fast time to value o Salesforce and other data repositories Cloud-based desired ‘End to end’ analytics Enterprise support, experience, and usability
  16. 16. 16 Solution Selected Birst selected because. . . o Appealing delivery model and perceived fast time to value o Completeness of analytics platform Description of the solution deployed… o Implemented in four departments o Sits on top of Salesforce data o Uniting operational data from across the organization Initial engagement o Pilot to test business value o Would expand deployment if value was proved
  17. 17. 17 Business Value Reported Two primary areas of impact were reported o Operational efficiency oSingle tool to store, analyze, and report on data o Eliminated need to move data from solution to solution (i.e. Microsoft Excel, Access etc…) o Elimination of manual processes Finance: What’s the ROI / TCO? o Improved Insight oBetter customer management oDetermining price sensitivity of customers by demographic Technology: How do I implement / manage this? Line of Business: Does it improve business performance?
  18. 18. 18 We are already seeing ROI with the four departments using it. By the end of the year we will have the entire senior leadership on the tool and expect to see great visibility into our work and successes. —Business Unit Director
  19. 19. 19 Points to Consider o The subject’s experience of encountering the upper bounds of Salesforce’s analytic capabilities is not unique o Depending on current needs there may be significant value on improving reporting analysis operations o Consider the implications of improved analytical context on decision making
  20. 20. Enterprise-caliber Cloud BI Thank you! To join the conversation, follow us on Phone: +1 (617) 624-3600 Contact Sales: sales@bluehillresearch.com Contact Research: research@bluehillresearch.com
  21. 21. 21 SALESFORCE & BIRST FOR BETTER INSIGHT
  22. 22. 22 SALESFORCE REPORTING • Salesforce reports are ideal when: – You want to display your company’s sales pipeline – You want to report the number of deals closed in a quarter – You need to look at your sales data at this moment in time – Salesforce is your primary data source – Your custom analytics are spreadsheet-based
  23. 23. 23 SALESFORCE REPORTING • But not so ideal when… – You need to understand historical trends – Perform cross-object reporting – Incorporate outside sources of data – Analyze data by particular time frames – Display more than 2,000 rows in a report – Customize dashboards
  24. 24. 24 BIRST GIVES YOU MORE • Report on any object in Salesforce - including custom objects • Better visibility into sales pipeline for improved forecasting and increased deal closure • Dramatically reduce time and effort for sales analysis Dashboards Mobile BI Pixel-perfect reports Ad hoc reports
  25. 25. 25 SINGLE INTEGRATED BI PLATFORM ETL, DATA WAREHOUSE, LOGICAL LAYER, VISUALIZATIONS Enterprise Reporting Predictive Analytics Interactive Dashboards Visual Discovery Design Studio Mobile Analytics Unified Logical Layer Smart Analytic Engine Automated Historical & Analytic Data Store Automated Data Management 1 1 2 2
  26. 26. 26 BIRST FOR SALESFORCE POWERFUL ANALYTICS TO DRIVE GREATER SALES SUCCESS • Increase bookings / rep Rapid Time to Value • Reduce sales cycle time • Increase win rates • Improve forecast accuracy 4 week pre-defined engagement Automated data refinement Pre-defined sales analytics model Discovery Ready 300 attributes & 265 Measures Embedded Best Practices 45+ KPIs 22 best practice reports Customization Ready Custom object and field exposure 10 custom analytic attributes 5 custom analytic measures Extend with additional data sources
  27. 27. 27 BIRST FOR SALESFORCE POWERFUL ANALYTICS TO DRIVE GREATER SALES SUCCESS • Pipeline Movement – Quarter Movement – Chart – Quarter Movement Details • Pipeline Evolution and Velocity – Pipeline Velocity by Stage – Pipeline Count Evolution – Pipeline Revenue Evolution • Snapshot Analysis – Weekly Pipeline Growth – Opportunity Stage Drop Off • Pipeline Amount Change – Pipeline Amount Change Daily – Pipeline Amount Change - Detail • Sales Overview – Pipeline Funnel – Pipeline by Product by Opportunity Type – Average Deal Size by Sales Team – Pipeline by Team by Forecast Category – Opportunity Details • Sales Rep Performance – Sales Rep Contribution – Sales Rep Closing Performance – Sales Reps by Booked Revenue KPIs • Win Rate Analysis – Win Rate and Deal Size by Account Type, Deal Source, Industry, Oppty Type
  28. 28. 28 DEMONSTRATI ON
  29. 29. 29 IDENTIFY TOP SALES MANAGERS TO RAPIDLY GROW A BUSINESS Results •Analysis of best market segments & customers who would buy multiple time vs. once •Pipeline analysis to understand whether bottlenecks are customer, product, rep or region related •Revenue growth: 83% •TTV: 39 days Why Birst? •Salesforce solution accelerator •Analytic snapshots on Salesforce “For about the same amount of time we were idle with the previous analytic tool, we found ourselves actually up and running with Birst”. Lori Bush, President & CEO Challenges •Grow sales org rapidly by identifying top performing sales managers who can train new reps •Understand customer lifetime value to determine where to focus marketing and sales efforts •Quickly resolve pipeline bottlenecks Data Sources
  30. 30. 30 ABOUT BIRST • Enterprise-Caliber BI Platform – born in the cloud • 10,000+ organizations rely on Birst across all verticals • 80+ Strategic Partners 2014 Business Intelligence and Analytics Magic Quadrant “ No. 1 in product functionality and customer (that is, product quality, no problems with software, support) and sales experience.”
  31. 31. 31 LEADERS RELY ON BIRST Embedded Mid-market Enterprise
  32. 32. 32 Q&A
  33. 33. 33 LEARN MORE • Download Blue Hill Case Study – birst.com/insight • Join us for a Live Demo – Every Tues and Thurs @ 11:00 am PT/2:00 pm ET – birst.com/livedemo • Contact us – info@birst.com – (866) 940-1496 (or +1 415-766-4800)
  34. 34. 34 THANKS
  35. 35. 35 SALESFORCE REPORTING • Some companies need more: Which of the following analytic capabilities would allow your organization to realize more value from your SFA investment? – Recent Sales Force Automation Analytics Survey
  36. 36. 36 SOME COMPANIES NEED MORE • Improved Pipeline Management: “Do I have enough pipeline to meet my target? What if I increase my average deal size? What if I close deals faster?” –Complete visibility into pipeline and change analytics:  Sales rep scorecard  Win rate analysis  Pipeline stress test
  37. 37. 37 SOME COMPANIES NEED MORE • Historical Analysis & Forecasting: “What’s changed in my pipeline? How does my pipeline compare with the same period of time last quarter/year/month?” –Enable rich analysis across time:  Show current state  Show historical states  Enable conversion analysis  Show stage velocity
  38. 38. 38 SOME COMPANIES NEED MORE • Insight Across the Enterprise: “Did my commit meet my forecast? What is the overall cost of my leads that convert to closed/won deals?” –Create a single, holistic view:  Integrate financial bookings, ERP and any third party data sources  Ensure data consistency  Automate data consolidation

Organizations rely on solutions like Salesforce to run day-to-day operations and keep track of the massive amounts of data generated by daily customer interactions. As their business grows and their data analysis requirements evolve, these companies often find they need more robust reporting capabilities than what Salesforce offers out-of-the-box. Join industry analyst James Haight from Blue Hill Research as he presents his new research paper, “Using Birst to Increase Efficiency and Customer Insight in Salesforce,” and describes how companies are turning to business intelligence solutions like Birst to help decision-makers glean greater insight from Salesforce data and deliver increased value to customers. In this webinar, you will learn: How a leading health insurance provider recognized it reached the upper limits of Salesforce reporting The factors this organization considered when choosing a business intelligence solution How this company transformed its business operations with greater efficiency and deeper customer insight.

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