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Enhancing Sales Effectiveness with the AppExchange

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Enhancing Sales Effectiveness with the AppExchange

  1. 1. Enhancing Sales Effectiveness with the Appexchange Mike Rosenbaum, Salesforce.com Jane Isaac, Open Solutions Suzette Godwin Romer, ADP Track: Sales Operations
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . </li></ul><ul><li>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 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, except as required by law. </li></ul>
  3. 3. Mike Rosenbaum DIRECTOR of BUSINESS OPERATIONS [email_address]
  4. 4. Jane Isaac Director Sales Operations Suzette Godwin Romer Manager Sales Technology Mike Rosenbaum Director Business Operations Agenda
  5. 5. The Appexchange Directory <ul><li>Over 100 applications in the Sales category </li></ul>
  6. 6. The AppExchange Platform <ul><li>Unlimited opportunity to extend </li></ul><ul><li>Customize </li></ul><ul><li>Integrate </li></ul><ul><li>Create New Apps </li></ul><ul><li>Install Packaged Apps </li></ul><ul><li>Mobilize </li></ul>
  7. 7. JANE ISAAC DIRECTOR of SALES OPERATIONS [email_address]
  8. 8. Open Solutions, Inc. <ul><li>Technology solutions for financial institutions, life and property/casualty insurers, investment firms, corporations and payment processing centers </li></ul><ul><li>We design, build, integrate and operate advanced banking, investment and payment technologies systems. </li></ul>INDUSTRY: Financial services technologies EMPLOYEES: 1,400 GEOGRAPHY: HQ in Glastonbury, CT PRODUCT(S) USED: SFA, 1 downloaded AppExchange application, always checking out others # USERS: 200 CLIENT BASE: Approximately 4,400 - primarily USA and Canada based PRIMARY USER BASE: 5 major product line sales teams
  9. 9. Open Solutions
  10. 10. Commissions – Key Challenges <ul><li>Business Challenges </li></ul><ul><ul><li>Lack of automation </li></ul></ul><ul><ul><li>Multiple Compensation plans </li></ul></ul><ul><ul><li>Revenue sharing on some Opps </li></ul></ul><ul><ul><li>Hundreds of Opps every month </li></ul></ul><ul><ul><li>Reps couldn’t track what they had earned versus what had been paid </li></ul></ul><ul><li>Prone to errors </li></ul><ul><li>Inappropriate use of managers’ time </li></ul><ul><li>Lack of information to reps </li></ul><ul><li>Lack of centralized reporting and tracking </li></ul>
  11. 11. Commissions - The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Created custom calculated fields with proper viewing and editing rights </li></ul></ul><ul><ul><li>Built custom reports </li></ul></ul><ul><ul><li>Provided a salesforce.com user license to Finance </li></ul></ul><ul><ul><li>I trained an assistant to handle it </li></ul></ul><ul><ul><li>Everyone was happy……….. </li></ul></ul>Then AppExchange came along Researched some great applications on the Appexchange But… The solution I built for myself worked as well (for us) as anything I could find. The price was right. ($0) Platform functionality was the way to go.
  12. 12. Commissions Section on Opportunity Varying commission rates Some credit based on hardware margins, not actuals Revenue sharing with other reps/units Split commission payments based on key milestones
  13. 13. Example of a Calculation Once you have the proper fields in the system, its simply a matter of straightforward calculations like you would do in an Excel spreadsheet. This one determines how much is commissionable to this rep, based on their compensation plan.
  14. 14. Publishing to App Exchange <ul><li>Hesitations: </li></ul><ul><li>Why do it? </li></ul><ul><ul><li>No monetary benefit to me or my firm – this is not something we sell. There goes my vacation time……… </li></ul></ul><ul><ul><li>Spirit of community generated from salesforce.com </li></ul></ul><ul><li>I am not a developer – I am a Sales Manager SO….. </li></ul><ul><li>How to do it? </li></ul>
  15. 15. My First Publishing Experience – Day One <ul><li>Took a day of my vacation to do this (I love salesforce.com) </li></ul><ul><li>Downloaded all the paper/instructions from the website </li></ul><ul><li>Replicated the custom fields and reports from our own system </li></ul><ul><li>Populated numerous opportunities as examples </li></ul><ul><li>Tried to publish it BUT… </li></ul>It needed to be a custom object. My lack of technical understanding was showing…….
  16. 16. My First Publishing Experience – Day Two <ul><li>Waited until after vacation – spousal placation </li></ul><ul><li>Whined to my CSM – she was encouraging and patient – always available to help </li></ul><ul><li>Built the system as a Custom Tab / Object </li></ul><ul><li>Success – so far…… </li></ul>
  17. 17. Commissions Custom Tab Viewing and Editing rights based on Profile
  18. 18. The Next Step – Deploying & Choices <ul><li>The AppEx Structure requires certain steps </li></ul><ul><ul><li>Had to make time to document processes </li></ul></ul><ul><ul><li>The Structure is beneficial </li></ul></ul><ul><li>Make it Public or keep it Private question </li></ul><ul><ul><li>This is a sharing, not a revenue-based effort </li></ul></ul><ul><ul><li>How much was I willing to commit to support others? </li></ul></ul>
  19. 19. Almost there…..
  20. 20. Lessons Learned <ul><li>Read everything you can find about the process </li></ul><ul><li>Talk to your CSM about it </li></ul><ul><li>Try to demonstrate/explain it to another salesforce.com client </li></ul><ul><li>Keep it very simple – provide a foundation for others to customize. </li></ul><ul><li>Be willing to share but know what you are willing to obligate yourself to </li></ul><ul><li>Read the instructions again </li></ul>
  21. 21. In Summary <ul><li>I really like the Salesforce product </li></ul><ul><li>I really like the Salesforce company philosophy </li></ul><ul><li>I really like the CRM Community </li></ul>Share your ideas with others – it’s a great experience!
  22. 22. Suzette Godwin Romer Manager, Sales Technology National Account Services [email_address]
  23. 23. <ul><li>Leading provider of a broad range of mission-critical transaction processing and information-based business solutions </li></ul><ul><li>ADP Employer Services offers a wide range of HR, payroll and benefits administration solutions </li></ul><ul><li>Nearly $9 billion in revenues </li></ul><ul><li>More than 570,000 clients worldwide </li></ul><ul><li>Serves nearly 50 million employees worldwide every day; ADP pays 1-in-6 private sector workers in the U.S </li></ul>INDUSTRY: Computer Services EMPLOYEES: 46,000 GEOGRAPHY: Global – 26 countries around the world PRODUCT(S) USED: SFA, Service & Support, 4 downloaded AppExchange applications # USERS: 6,100
  24. 24. <ul><li>Designs advanced, flexible solutions, finely-tuned to match the needs of large employers and meet the challenges of a changing environment. </li></ul><ul><li>Deployed salesforce.com in July 2004 </li></ul><ul><li>575 active users </li></ul>
  25. 25. Challenge: Inaccurate and Incomplete Data <ul><li>Incomplete Data Impacts: </li></ul><ul><ul><li>Sales Productivity </li></ul></ul><ul><ul><ul><li>Time consuming research </li></ul></ul></ul><ul><ul><ul><li>Incomplete/missing data </li></ul></ul></ul><ul><ul><ul><li>Poor prospect prioritization </li></ul></ul></ul><ul><ul><li>Sales Effectiveness </li></ul></ul><ul><ul><ul><li>Lack of credibility on current information </li></ul></ul></ul><ul><ul><ul><li>Inaccurate targeting </li></ul></ul></ul><ul><ul><ul><li>Limited account insight </li></ul></ul></ul><ul><li>What industries are represented in my territory? </li></ul><ul><li>What is the ratio between publicly-held companies vs. private in my client base? </li></ul><ul><li>Who are the decision makers for my accounts? </li></ul><ul><li>Is this account information accurate? </li></ul>
  26. 26. Solution – OneSource Account Intelligence <ul><li>400 Users </li></ul><ul><li>Links on Account record and Home page to update accounts, add contacts and run reports </li></ul><ul><li>Pre-launch account matching </li></ul><ul><li>Customized training webinars and documentation </li></ul><ul><li>How did we address the challenges? </li></ul><ul><ul><li>By deploying OneSource Account Intelligence for salesforce.com </li></ul></ul><ul><ul><li>Account Intelligence leverages the content of OneSource from within salesforce.com </li></ul></ul><ul><ul><ul><li>Saves times </li></ul></ul></ul><ul><ul><ul><li>Improved Account Insight </li></ul></ul></ul>DEPLOYMENT DETAILS
  27. 27. Project Plan – Pre-Launch Prep <ul><li>Analyzed implementation options </li></ul><ul><ul><li>Custom Links vs. Custom tabs </li></ul></ul><ul><ul><li>How is access to links/licenses controlled? </li></ul></ul><ul><ul><li>Field mappings & implications: </li></ul></ul><ul><ul><ul><li>Which fields to overwrite </li></ul></ul></ul><ul><ul><ul><li>One-to-many picklist values </li></ul></ul></ul><ul><ul><ul><li>Parent Account options </li></ul></ul></ul><ul><ul><ul><li>WAIT – no Record Type support? </li></ul></ul></ul><ul><li>Implementation Decisions – Prospect tab as Phase II </li></ul><ul><li>Configured the Application </li></ul><ul><li>Developed Detailed Testing Plan & Performed Testing </li></ul><ul><ul><li>Extra time/step for Sales Rep to link the SFDC account to OneSource </li></ul></ul>
  28. 28. Lessons Learned <ul><li>The AI integration links the SFDC account record to the OneSource company record, using the OneSource Key ID </li></ul><ul><li>If the link has not been made, the user will be presented with an extra step to choose the correct company in the OneSource database: </li></ul>
  29. 29. What Did We Do? <ul><li>Added a OneSource Key ID custom field to account record </li></ul><ul><li>Used OneSource Match and Append service to link salesforce.com accounts to OneSource companies </li></ul><ul><ul><li>Extracted salesforce.com accounts & sent to OneSource </li></ul></ul><ul><ul><li>OneSource matched accounts & returned OS KeyID </li></ul></ul><ul><ul><li>Audited results and determined comfort level with match results </li></ul></ul><ul><ul><li>Updated tightly-matched accounts with OS Key ID </li></ul></ul><ul><ul><li>58% of our accounts were linked as a result </li></ul></ul><ul><ul><li>Added benefit – updated blank Account fields with OneSource data returned from the match </li></ul></ul>
  30. 30. Project Plan – Launch & Training <ul><li>Big Splash launch at Sales Rally – immediate benefit of improved data via Match & Append </li></ul><ul><li>9 Live Training Webinars for 3 weeks post-launch </li></ul><ul><li>Email blasts with links to User Guides & Quick Reference Sheets </li></ul><ul><li>Added to New Hire Training class </li></ul>
  31. 31. Implementation Considerations <ul><li>Mapping options </li></ul><ul><ul><li>What fields do you want to overwrite? </li></ul></ul><ul><ul><li>Parent Account options </li></ul></ul><ul><li>Record type considerations </li></ul><ul><ul><li>Some picklist mappings are org-wide, while others can be mapped at the Record Type level </li></ul></ul><ul><li>Government Spectrum Companies not included </li></ul><ul><li>Training Plan </li></ul>
  32. 32. Let’s Take a Look
  33. 33. OneSource Account Intelligence Account Updates <ul><li>Missing or inaccurate account information? </li></ul><ul><li>Click the Update Account from OneSource link added to Account record </li></ul>
  34. 34. OneSource Account Intelligence Account Updates <ul><li>Account fields from SFDC & OneSource are shown side-by-side for comparison. </li></ul><ul><li>Pick & choose which fields from OneSource you want to update. </li></ul><ul><li>Click Update . </li></ul><ul><li>Fields already populated are highlighted in yellow. </li></ul>
  35. 35. OneSource Account Intelligence Before Account Intelligence Salesforce.com account is updated with OneSource information with a few simple clicks After Account Intelligence
  36. 36. OneSource Account Intelligence Adding Contacts <ul><li>Missing or inaccurate contacts? </li></ul><ul><li>Click Add Contacts from OneSource link on the Account record </li></ul>
  37. 37. OneSource Account Intelligence Add Contacts from OneSource <ul><li>Contacts from OneSource are listed, with their name and title. </li></ul><ul><li>Potential Duplicates are Identified. </li></ul><ul><li>Pick & choose which contacts from OneSource you want to add. </li></ul><ul><li>Click Add to load the contacts into SFDC. </li></ul>
  38. 38. OneSource Account Intelligence Before Account Intelligence After Account Intelligence Selected OneSource contacts are added to the salesforce.com Account – with a few simple clicks Account lists 2 contacts identified. Account has 15 contacts identified.
  39. 39. OneSource Account Intelligence Reports <ul><li>Access OneSource reports tailored for an Account by clicking on the Get Reports from OneSource link. </li></ul><ul><li>Click the report you want to view. </li></ul>
  40. 40. OneSource Account Intelligence Reports <ul><li>Access OneSource reports tailored for an Account by clicking on the Get Reports from OneSource link. </li></ul><ul><li>Click the report you want to view. </li></ul>
  41. 41. OneSource Account Intelligence News <ul><li>Access OneSource database to search for news stories, articles or analysts’ reports for your most accounts in your pipeline </li></ul>
  42. 42. OneSource Account Intelligence Industry <ul><li>Access OneSource industry and market research from leading research firms and brokerage houses. </li></ul>
  43. 43. OneSource Account Intelligence Industry <ul><li>Access OneSource industry and market research from leading research firms and brokerage houses. </li></ul>Market Research Industry News Analyst Reports Top Participants
  44. 44. What Are the Results? <ul><li>In the 3 months we’ve been using the AI integration: </li></ul><ul><ul><li>1,200 of our salesforce.com accounts have been updated. </li></ul></ul><ul><ul><li>1,000+ contacts have been added to salesforce.com. </li></ul></ul><ul><li>41% of our Sales Reps have utilized the integration at least once. </li></ul><ul><li>OneSource Account Intelligence has improved our: </li></ul><ul><ul><li>Sales Productivity </li></ul></ul><ul><ul><ul><li>Less time consuming research </li></ul></ul></ul><ul><ul><ul><li>More complete data </li></ul></ul></ul><ul><ul><li>Sales Effectiveness </li></ul></ul><ul><ul><ul><li>Improved credibility on current information </li></ul></ul></ul><ul><ul><ul><li>More accurate targeting </li></ul></ul></ul><ul><ul><ul><li>Better account insight </li></ul></ul></ul>
  45. 45. Jane Isaac Director Sales Operations Suzette Godwin Romer Manager Sales Technology Mike Rosenbaum Director Business Operations QUESTIONS?
  46. 46. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 143, #### For example, “ Session 123, 5555 ” Session ID: 143 Session ID # Scores for 4 categories SMS Voting powered by:

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