Meet Salesforce, Your New Employee


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Meet Salesforce, Your New Employee

  1. 1. Meet, Your New Employee Joel Martin, Ross Bauer, Plum Benefits Track: New System Administrator
  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, 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 /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., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. Agenda <ul><li>Introductions </li></ul><ul><li>Job Posting </li></ul><ul><li>New Employee Orientation </li></ul><ul><li>Job Responsibilities </li></ul><ul><li>Lessons Learned </li></ul><ul><li>QA </li></ul>
  4. 4. Ross Bauer VP/Partner – Product Development [email_address]
  5. 5. Company Introduction <ul><li>Leading provider of employee perks programs </li></ul><ul><li>Aggregate discounts and offers to entertainment events (i.e. theater, sporting events, concerts, etc) and make available to corporate employees via password protected extranet sites </li></ul><ul><li>Currently provide service to over 20,000 corporations in the US </li></ul>INDUSTRY: Media & Entertainment EMPLOYEES: 25 GEOGRAPHY: US PRODUCT(S) USED: SFA, Service & Support, API, 3 downloaded AppExchange applications SFDC VERSION: Enterprise # USERS: 25
  6. 6. Plum Benefits Implementation Overview Salesforce Web Site Email Distribution Finance & Accounting Call Center Content Mgmt Tracking Movement of content from salesforce to the web Contact syncing
  7. 7. Job Posting <ul><li>Job Description </li></ul><ul><li>Efficiently perform repeatable tasks consistently and accurately </li></ul><ul><li>Coordinate flow of information between internal teams and processes </li></ul><ul><li>Empower employees by centralizing access to information and systems </li></ul><ul><li>Provide access to real-time information for decision making </li></ul><ul><li>Required Skills/Experience </li></ul><ul><li>Experience integrating with other systems </li></ul><ul><li>Ability to automate activities and ensure data quality </li></ul><ul><li>Demonstrated ability to successfully coordinate multiple teams </li></ul><ul><li>Willingness to be flexible with changes to business </li></ul>
  8. 8. New Employee Orientation <ul><li>Educate on How Your Business Works </li></ul><ul><ul><li>Map (configure) defined processes into system </li></ul></ul><ul><li>Introduce to Colleagues and Support Teams </li></ul><ul><ul><li>Provide appropriate teams access to system and instruct on use </li></ul></ul><ul><ul><li>Setup relevant information flow/integration points with other teams/systems </li></ul></ul><ul><li>Define Responsibilities and Expectations </li></ul><ul><ul><li>Determine which activities will be performed by/within system </li></ul></ul><ul><ul><li>Establish validation process to ensure expectations are being met </li></ul></ul><ul><li>Define Growth Path </li></ul><ul><ul><li>Plan future (potential) responsibilities for system </li></ul></ul><ul><ul><li>Determine who is responsible for development </li></ul></ul>
  9. 9. Job Responsibilities <ul><li>Job 1: Automate Repetitive Activities </li></ul><ul><li>Job 2: Coordinate Information Flow </li></ul><ul><li>Job 3: Organize and Empower </li></ul><ul><li>Job 4: Provide Visibility </li></ul>
  10. 10. Job 1: Automate Repetitive Activities <ul><li>Summary </li></ul><ul><ul><li>Efficiently perform repeatable tasks consistently and accurately </li></ul></ul><ul><li>Value </li></ul><ul><ul><li>Lower cost over time </li></ul></ul><ul><ul><li>Ensure consistency of activity </li></ul></ul><ul><ul><li>Single point of change </li></ul></ul><ul><ul><li>Allow for more rapid information flow </li></ul></ul><ul><ul><ul><li>Provide quick response times </li></ul></ul></ul><ul><ul><ul><li>Reduce bottle necks </li></ul></ul></ul>
  11. 11. Job 1: Automate Repetitive Activities Company Web Site Interested Prospect Enter search for duplicates If new, copy and paste information into system Email sent to Inbox Filter through records for dupes, update if found Determine owner based on rules and assign Send out intro email and respond to initial inquiry Review lead information to determine importance Qualified Lead Automatic search for dupe (custom/partner) Web-to-Lead captures lead information Updates existing records or creates new Automatically routes lead using Assignment Rules Auto Response rules generate initial email Formula field calculates and scores lead value Qualified Lead Capture Lead Information Manage Duplicate Data Route and Assign Ownership Initiate Communication Prioritize Efforts 0 min 2 min 5 min 2 min 10 min 10 min 5 min 0 min 0 min 0 min 0 min 0 min 0 min 34 min 0 min Manual Automated
  12. 12. Job 1: Automate Repetitive Activities <ul><li>Formula Fields </li></ul><ul><li>Auto Response Rules (external) </li></ul><ul><li>Workflow Alerts (internal) </li></ul><ul><li>Notification (activity, new records) </li></ul><ul><li>Assignment Rules </li></ul><ul><li>Change Ownership </li></ul><ul><li>Queues </li></ul><ul><li>Product Tools </li></ul><ul><li>3 rd Party </li></ul><ul><li>Custom </li></ul><ul><li>Web to Lead </li></ul><ul><li>Web to Case </li></ul><ul><li>Email Management </li></ul><ul><li>Custom Solution </li></ul>Features Valuation Routine Communication <ul><li>Assignment </li></ul>De-Duplication Data Capture Activity
  13. 13. Job 1: Automate Repetitive Activities <ul><li>We use the web-to-lead and web-to-case functionality that comes with </li></ul><ul><li>We also developed our own web-to-contact functionality using the salesforce API: </li></ul><ul><ul><li>All contacts that register on our web site are employees of corporations that already subscribe to our service </li></ul></ul><ul><ul><li>We use email address domains (attached to the account level) to validate new employee sign-ups on our web site </li></ul></ul><ul><ul><li>The application is also used to de-dupe and to write (and in some cases move) contacts into the correct salesforce accounts </li></ul></ul>
  14. 14. Web-to-Contact Process Flow 1 2 3 4
  15. 15. Validating Email Domain It’s a match! 1 2
  16. 16. Create User Profile 3 4
  17. 17. Job 2: Coordinate Flow of Information <ul><li>Summary </li></ul><ul><ul><li>Coordinate flow of information between internal teams and processes </li></ul></ul><ul><li>Value </li></ul><ul><ul><li>Ensure hand offs occur, are communicated and accountability is established through each step in the process </li></ul></ul><ul><ul><ul><li>Ownership, history, notifications </li></ul></ul></ul><ul><ul><li>Centralize management of changes by implementing rules </li></ul></ul><ul><ul><li>Develop collaboration points between individuals and teams, especially remote </li></ul></ul>
  18. 18. Job 2: Coordinate Flow of Information Marketing Inside Sales Sales Sales Support Customer Support <ul><li>Lead History </li></ul><ul><li>Converted Leads Report </li></ul>Record Assignment Workflow (Tasks, Alerts) Features Internal Teams <ul><li>Account and Sales Teams </li></ul><ul><li>Contract Approval </li></ul><ul><li>Case and Activity History </li></ul><ul><li>Escalation Rules </li></ul><ul><li>Lead Conversion </li></ul>
  19. 19. Job 2: Coordinate Flow of Information <ul><li>Customer Examples </li></ul><ul><ul><li>Automatically schedule SE/Production resource </li></ul></ul><ul><ul><li>Schedule task for legal review of Contract </li></ul></ul><ul><ul><li>Alert for need of approval based on deal size or discount </li></ul></ul><ul><li>Help Desk </li></ul><ul><ul><li>Internal Help Desk (i.e. “Help, I have a problem and cannot work efficiently”) </li></ul></ul><ul><ul><li>Workflows are built into our help desk application such that tickets are routed to the appropriate resources instantaneously </li></ul></ul><ul><ul><li>Escalation rules, accountability, and a good internal incentive structure ensure that items are closed down quickly </li></ul></ul>
  20. 20. Help Desk Process Flow 1 2 3
  21. 21. 1 2 3
  22. 22. Job 3: Organize and Empower <ul><li>Summary </li></ul><ul><ul><li>Empower employees by centralizing access to information and systems </li></ul></ul><ul><li>Value </li></ul><ul><ul><li>Provide single point of access for information </li></ul></ul><ul><ul><li>Reduce clutter, confusion and password post-its </li></ul></ul><ul><ul><li>Increased business user productivity </li></ul></ul><ul><ul><li>Reduce dependence on specialized skill sets and IT support </li></ul></ul>
  23. 23. Job 3: Organize and Empower <ul><li>Web Tabs </li></ul><ul><li>API Integration </li></ul><ul><li>Custom Objects </li></ul><ul><li>Custom Tabs </li></ul><ul><li>Web Tabs </li></ul><ul><li>AppExchange </li></ul>Features Reduced IT Dependence Single Access Point Value
  24. 24. Job 3: Organize and Empower <ul><li>Email Domain Management </li></ul><ul><ul><li>Control corporations’ access to our web site using email address domains </li></ul></ul><ul><ul><li>Store as custom object associated to account </li></ul></ul><ul><ul><li>Any new employee registering on our web site must have an email address that matches a domain stored in </li></ul></ul><ul><li>“ Portalize” all external systems into one under the salesforce umbrella </li></ul><ul><ul><li>Use Web Tabs to provide access to other internal applications </li></ul></ul><ul><ul><li>Call Center Management, Email Distribution, WebTrends, others </li></ul></ul><ul><li>Content Management </li></ul><ul><ul><li>Empower account managers to sell more product by giving them direct control/access to their clients’ offers as they appear on our web site </li></ul></ul>
  25. 25. Content Management
  26. 27. Salesforce Web Site
  27. 28. Job 4: Provide Visibility <ul><li>Summary </li></ul><ul><ul><li>Provide access to real-time information for decision making </li></ul></ul><ul><li>Value </li></ul><ul><ul><li>Real time information allows for real time decisions </li></ul></ul><ul><ul><li>Consolidated view across systems provides complete picture </li></ul></ul><ul><ul><li>Provide information to the people who need it </li></ul></ul><ul><ul><li>Alert people to new information available </li></ul></ul><ul><li>Workflow </li></ul><ul><li>Reports </li></ul><ul><li>Dashboards </li></ul>Features Alert of Information Real Time Information to the Right People Value
  28. 29. Job 4: Provide Visibility <ul><li>Email Campaign Performance Alert </li></ul><ul><ul><li>At Plum Benefits, email campaign performance is paramount </li></ul></ul><ul><ul><li>We evaluate open rates, bounce rates, unsubscribe rates, etc. and use as proxies to </li></ul></ul><ul><ul><ul><li>determine level of interest in our service, and </li></ul></ul></ul><ul><ul><ul><li>forecast future cash flows </li></ul></ul></ul><ul><ul><li>Implemented workflow to notify decision makers any time open rates fall 2 σ outside of rolling arithmetic mean </li></ul></ul>
  29. 31. Management Dashboard
  30. 32. Don’t Forget To … <ul><li>Take time to Plan </li></ul><ul><li>Test everything with your users before rolling out new functionality </li></ul><ul><ul><li>Form departmental task force/UAT teams </li></ul></ul><ul><ul><li>Collect feedback & listen to what they have to say </li></ul></ul><ul><li>Spend as much time training your users as you do developing applications </li></ul><ul><li>Build employee incentive programs around the data that resides within salesforce reports </li></ul><ul><li>Capture feedback from your users from within the application (like the help desk application discussed earlier) </li></ul><ul><ul><li>The best ideas come from those that use the system most </li></ul></ul>
  31. 33. Benefits of Your Employee <ul><li>Doesn’t take sick days or breaks </li></ul><ul><li>Hardest worker – goes 24/7 </li></ul><ul><li>Never has interpersonal issues </li></ul><ul><li>Improves skill set every year … for free! </li></ul><ul><li>Flexible to change as your business changes </li></ul><ul><li>Never complains or files grievances </li></ul><ul><li>Travels everywhere, without expenses </li></ul><ul><li>Integrated with a great community of people! </li></ul>
  32. 34. Joel Martin Manager, Customer Success Ross Bauer VP, Product Development QUESTION & ANSWER SESSION
  33. 35. 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 106, #### For example, “ Session 123, 5555 ” Session ID: 106 Session ID # Scores for 4 categories SMS Voting powered by: