Extending Salesforce Using the AppExchange


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Extending Salesforce Using the AppExchange

  1. 1. Extending Salesforce Using the AppExchange Heather Durden, salesforce.com Amit Saxena, First Advantage CREDCO Laurie Esch-Taylor, Quantum Track: Sales Executives
  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. Heather Durden DIRECTOR of PRODUCT MARKETING [email_address]
  4. 4. Why is Everyone So Excited About The AppExchange? 350+ Applications 15,000+ Installed Applications 150,000+ Test Drives Numbers as of October 2006
  5. 5. What’s on The AppExchange Directory? <ul><li>Apps from Salesforce.com </li></ul>Partner Apps Apps from the Community Components
  6. 6. What is the Value of All of These Apps and Components? What if you take advantage of the best ideas from a community of 24,800 customers? What if you could get partner solutions that worked ‘out of the box’? What if you could extend your success with salesforce.com to other departments? Ease of Integration Automate More Business Processes Extended CRM
  7. 7. My Favorite Apps – Advanced Call Scripting Branching Call Scripts – provide structured qualification scripts to your Telesales agents Scoring – a scoring engine will increase the quality of qualified leads and let agents know when leads can be converted Graphical Authoring Wizard – Easy to use interface to create update complex branching call scripts Record Updates – Simplify the data entry process by updating fields on parent records 1 2 3 4 1 2 3 4 Used for Telesales and Customer Service Scripts can be associated to Leads, Cases, Opportunities, Contacts, Accounts
  8. 8. My Favorite Apps – Koral Content Collaboration 1 One Click to Documents – Press button for one-click search for documents related to an opportunity Configurable Search – Search based on industry, products and competitors. You configure. Or use search bar for custom search See Details by Hovering – Hover over documents and you will see more document information Attach Files To Record – You can attach files so that they will be available throughout the life of the opportunity Preview – You can preview files online – without the need to download them 1 2 2 3 3 4 5 4 5
  9. 9. Amit Saxena Manager, Business Application Services [email_address]
  10. 10. AppExchange and North Pole <ul><li>AppExchange can help you build new and expand existing territories </li></ul><ul><ul><li>Less time worrying about sales methodologies, account research, incentive compensation, prospecting, data quality and many more… </li></ul></ul><ul><ul><li>More time selling and building relationships </li></ul></ul>
  11. 11. Company Introduction <ul><li>Subsidiary of First Advantage Corporation, member of the First American Family of Companies (Fortune 500) </li></ul><ul><li>Nation's #1 provider of merged credit reports </li></ul><ul><li>Processes millions of credit reports every month </li></ul><ul><li>Serves a broad range of markets: mortgage and home equity lenders, automotive dealers, and consumer lending </li></ul>INDUSTRY: Financial Services EMPLOYEES: 600 GEOGRAPHY: US PRODUCT(S) USED: SFA, Service & Support, 4 downloaded AppExchange applications and 6 AppExchange components # USERS: 230
  12. 12. Key Challenges <ul><li>Sales inefficiencies gathering account information </li></ul><ul><li>Data quality: </li></ul><ul><ul><li>Duplication across Leads, Accounts and Contacts </li></ul></ul><ul><ul><li>Inability to efficiently cleanse data </li></ul></ul><ul><li>Inefficient process to mass convert leads </li></ul><ul><li>Lost productivity due to password lockout (no single sign-on) </li></ul><ul><li>Compliance issues due to difficulty with Auditing and access control over sensitive corporate data </li></ul>
  13. 13. Our Solution - AppExchange <ul><li>Partner Apps </li></ul><ul><ul><li>DemandTools </li></ul></ul><ul><ul><li>Sxip Access </li></ul></ul><ul><ul><li>CardScan </li></ul></ul><ul><ul><li>Sell ASAP (Pilot) </li></ul></ul><ul><ul><li>Exact Target </li></ul></ul><ul><li>Components </li></ul><ul><ul><li>Account research </li></ul></ul><ul><ul><li>Mass Update opportunities </li></ul></ul><ul><ul><li>Opportunity Calculator </li></ul></ul>
  14. 14. How did we find the right solutions?
  15. 15. AppExchange Framework <ul><li>Compile Top 3 pain points </li></ul><ul><li>Existing monthly sales meetings etc </li></ul><ul><li>Research on AppExchange </li></ul><ul><li>Test Drive / Demo </li></ul><ul><li>Shortlist Apps/ components </li></ul><ul><li>Negotiate contract </li></ul><ul><li>Customize the application </li></ul><ul><li>Train users </li></ul><ul><li>Deploy application </li></ul><ul><li>Reports and adoption dashboards </li></ul><ul><li>Reward top users </li></ul><ul><li>Work with Administrator </li></ul><ul><li>Test (Dev instance) </li></ul><ul><li>Download Apps to Production </li></ul><ul><li>Deploy to Pilot users </li></ul>Identify Needs Rollout Pilot Research on AppExchange Measure Adoption
  16. 16. Example: Sales Inefficiencies <ul><li>Department: Inside Sales </li></ul><ul><li># Users: 10 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Account research </li></ul></ul><ul><ul><li>Lead Qualification </li></ul></ul><ul><ul><li>Time Saver </li></ul></ul>1 Multiple custom links – Need to click on one link at a time. 1 1
  17. 17. Before Multiple Windows - End up opening up to 4 windows which caused clutter. 1 2 3 4 1 2 3 4
  18. 18. Example: Quick Solution to Sales Inefficiencies AppExchange Library - download component from component library in AppExchange New custom link – replaced 5 custom links with 1 custom link for Lead or Account research No cut and paste – Account name and Address information is auto populated in web pages. 1 2 3 1 2
  19. 19. After (Benefits) Reduce cycle time - Reduced research time from 12 min to 5 min No Clutter – No need to leave Salesforce.com. Only 1 window pop-up Data Auto-fill – Account name and Address information is auto populated in web pages. 1 2 3 3 2
  20. 20. Overall Results <ul><li>What were the results at First Advantage CREDCO? </li></ul><ul><ul><li>Cycle time improvements by 22% </li></ul></ul><ul><ul><li>Increased Lead conversion rate by 40% </li></ul></ul><ul><ul><li>Unprecedented visibility and accountability through extensive use of dashboards </li></ul></ul><ul><ul><li>Improved data quality </li></ul></ul><ul><ul><li>Targeted marketing campaigns </li></ul></ul><ul><ul><li>Higher users satisfaction (above 90% adoption) </li></ul></ul><ul><ul><li>IT beloved: </li></ul></ul><ul><ul><ul><li>Minimal IT involvement – No Coding for customization/integration </li></ul></ul></ul><ul><ul><ul><li>Increase Security and Compliance and Better User Experience </li></ul></ul></ul>
  21. 21. Laurie Esch-Taylor Director, Business Process [email_address]
  22. 22. Company Introduction <ul><li>Leading storage manufacturer </li></ul><ul><li>200+ sales reps in 20 countries </li></ul><ul><li>Salesforce.com user since 2002 </li></ul><ul><li>Recent acquisition </li></ul><ul><li>Acquired company began using salesforce.com in April 2006 </li></ul>INDUSTRY: High Tech EMPLOYEES: 2,500 GEOGRAPHY: Global PRODUCT(S) USED: SFA, 3 downloaded AppExchange applications # USERS: 381
  23. 23. Key Challenges <ul><li>Inefficient process to convert and assign leads from Commergent </li></ul><ul><li>Data quality: </li></ul><ul><ul><li>Duplication of Accounts and Contacts </li></ul></ul><ul><ul><li>Inability to efficiently cleanse data </li></ul></ul><ul><li>Motivating sales force to regularly update opportunities </li></ul><ul><li>Acquisition – merging two salesforce.com orgs into one (high volume of data) </li></ul>
  24. 24. The Solution – Lead Conversion and Data Quality <ul><li>How did we address the challenge? </li></ul><ul><ul><li>DemandTools mass convert feature </li></ul></ul><ul><ul><li>Selection criteria for deal registrations </li></ul></ul><ul><ul><li>DemandTools deduplication wizard </li></ul></ul><ul><ul><li>Develop DemandTools assignment scripts </li></ul></ul><ul><ul><li>Run daily batch assignments </li></ul></ul><ul><li>What were the results? </li></ul><ul><ul><li>200 hours/year saved on lead conversion time </li></ul></ul><ul><ul><li>Deal Registration converted to opportunities in < 24 hours </li></ul></ul><ul><ul><li>Improved data quality and de-duping </li></ul></ul><ul><ul><li>Automated lead assignments </li></ul></ul><ul><ul><li>Reduced the number of required fields to 10 </li></ul></ul><ul><li>All 381 users worldwide </li></ul><ul><li>Administrator training </li></ul><ul><li>2,000 accounts merged </li></ul>DEPLOYMENT DETAILS
  25. 25. Example – Demand Tools Mass Convert
  26. 26. Example – Deduplication
  27. 27. Example – Mass Change
  28. 28. The Solution – Motivating Sales <ul><li>How did we address the challenge? </li></ul><ul><ul><li>Allow sales person to model commission </li></ul></ul><ul><ul><li>Add commissions tab in salesforce.com </li></ul></ul><ul><ul><li>Integrate forecasted deals with Compel </li></ul></ul><ul><ul><li>Assignment of fields to match comp plan filters </li></ul></ul><ul><li>What were the results? </li></ul><ul><ul><li>Ability to model commissions on pending deals </li></ul></ul><ul><ul><li>Improved timing and accuracy of deal updates </li></ul></ul><ul><li>85 Users (NA region) </li></ul><ul><li>Minimal training by compensation team </li></ul><ul><li>Improvements – worldwide rollout </li></ul>DEPLOYMENT DETAILS
  29. 29. Example – Compel Integration
  30. 30. The Solution – Acquisition (Migrate Data) <ul><li>How did we address the challenge? </li></ul><ul><ul><li>Data Migration with DemandTools and Excel connector </li></ul></ul><ul><ul><li>Territory realignment new hierarchy and mass change </li></ul></ul><ul><ul><li>Worldwide training sessions on changes </li></ul></ul><ul><ul><li>Adoption tools </li></ul></ul><ul><ul><ul><li>Compel integration </li></ul></ul></ul><ul><ul><ul><li>Dashboards </li></ul></ul></ul><ul><ul><ul><li>Win alerts </li></ul></ul></ul><ul><ul><ul><li>Exception reports </li></ul></ul></ul><ul><li>What were the results? </li></ul><ul><ul><li>Worldwide consolidated pipeline visibility in 2 days </li></ul></ul><ul><ul><li>Realigned Territory trends over 4 year history </li></ul></ul><ul><ul><li>Visibility to large deal closures worldwide </li></ul></ul><ul><ul><li>Awareness of data clean-up </li></ul></ul><ul><li>Increased from 131 to 381 users </li></ul><ul><li>Training – worldwide live and recorded on changes </li></ul><ul><li>Training – small group reinforcement of fundamentals </li></ul>DEPLOYMENT DETAILS
  31. 31. How to Get Started <ul><li>AppExchange Essentials highlights apps that: </li></ul><ul><ul><li>Are already popular with Salesforce users </li></ul></ul><ul><ul><li>Provide immediate value </li></ul></ul><ul><ul><li>Are simple and intuitive to deploy and use </li></ul></ul><ul><ul><li>Offer a free trial </li></ul></ul><ul><li>AppExchange Blog: http://blogs.salesforce.com/appexchange/ </li></ul><ul><ul><li>Helpful hints and tips </li></ul></ul><ul><ul><li>App of the Week </li></ul></ul>AppExchange Directory: http://www.salesforce.com/appexchange Over 100 apps in the Sales category
  32. 32. QUESTION & ANSWER SESSION Amit Saxena Manager, Business Applications Laurie Esch-Taylor Director, Business Process
  33. 33. 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 185, #### For example, “ Session 123, 5555 ” Session ID: 185 Session ID # Scores for 4 categories SMS Voting powered by: