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Salesforce and Remedyforce ISV Tech Talk: Pushing New Versions of your App


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BMC Remedyforce was asked to present at Dreamforce 2015 on our seamless upgrades to thousands of users using the Salesforce App Cloud Push mechanism. Remedyforce is seen as a leader in the IT Service Management and Help Desk SaaS markets. Remedyforce help desk and service management is built on Salesforce and integrates with Service Cloud and other Salesforce App Cloud and AppExchange apps. Learn more:

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Salesforce and Remedyforce ISV Tech Talk: Pushing New Versions of your App

  1. 1. Salesforce and Remedyforce ISV Tech Talk: Pushing New Versions of your App Joshua Green Manager, SaaS Operations BMC Software, Remedyforce Dileep Burki Director, Product Management
  2. 2. 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 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 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 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., inc. assumes no obligation and does not intend to update these forward- looking statements. Safe Harbor
  3. 3. About BMC Software Digital Enterprise Management We help 82% of the Fortune 500 with High Speed Digital Innovation
  4. 4. About BMC Remedyforce ~10kper maintenance 35k+customer, prospect, & internal ~995production & sandbox MONTHLY TRIALS LIFETIME TRIALS ACTIVE INSTALLS ~3per year MAJOR VERSIONS ~4per major version PATCH VERSIONS ~15scheduled per year ANNUAL MAINTENANCES
  5. 5. Push Upgrade Value Proposition Manual Upgrades Version Control Dev. Impact Defect Rate Feature Delay Support Impact 2 YEARS AGO Without Push Upgrades • ~20 versions to maintain and QA • High development cost • High defect rate • Delayed features • High support cost • Customer satisfaction issues
  6. 6. Push Upgrade Value Proposition Push Upgrades Version Control Dev. Impact Defect Rate Feature Delay Customer Satisfaction TODAY With Push Upgrades • 1 version to maintain and QA • ~95% lower development burden • ~50% lower defect rate • More features, faster • Lower support cost • Higher customer satisfaction!
  7. 7. 1 Person 1 System 1 Day 6,582 Upgrades 0.001% Failure Rate 89% on Current Release Push Upgrade Value Proposition
  8. 8. Goals • High Customer Satisfaction • Low Cost Upgrade Methodology Organizational Support • Opt-In Philosophy • Customer Success Model • Effective Communication
  9. 9. Opt-In Philosophy Transparent Upgrades • New Features and Enhancements are Opt-In Flexible Schedules • Self Upgrade Windows (big window) • Automatic Upgrade Push Windows (small window)
  10. 10. Customer Success Focus • Customer Success Managers • Customer Enablement • High Usage and Adoption • Thought Leadership “We were able to quickly deliver a new application – far faster than on- premise – with fewer internal and external resources, resulting in improved quality and process efficiencies across the organization.” — Tom Schroeck, Ameritas “An identified and notable strength of the solution News UK adopted, BMC Remedyforce, is that of the solution’s extensibility. Because it is built on the platform it enables BMC Software to both proactively and reactively exploit innovative capabilities in response to customer demands and BMC’s own development.” — Adam Holtby, Ovum Research (NewsUK)
  11. 11. Effective Communication • Great Documentation • Maintenance Dashboard • Proactive Notifications • Enablement Kits
  12. 12. Existing Challenges Targeting Environments • Grouping and organizing environments • Global scheduling • Internal vs external environments • “All-or-One” targeting User Interface • No automation • Limited reporting/metrics
  13. 13. Upcoming Improvements
  14. 14. Pilot (Winter’16) Push API Get Subscriber Orgs Create Push Request Create Push Jobs for Push Request Schedule Push Query status of Push Process Errors Tooling API (SOAP or REST)
  15. 15. Lightning Push UI – Early Wireframe
  16. 16. Thank you