Walt Sepaniac presented on connecting partners in Salesforce. Currently, partners lack resources and support, leads are not properly passed or followed up on, and there is a lack of visibility. Salesforce solutions like Sales Cloud and Communities can provide standard processes for partner support requests, lead assignment, collaboration and visibility to drive partner business. This will connect customers, partners, distributors and employees through a centralized platform.

1. Dreamforce ‘15 Presentation:
Connected Partners in Salesforce
Walt Sepaniac
Principal Solution Engineer, Salesforce
wsepaniac@salesforce.com
@2_wire
Connect with your customers, partners, suppliers and employees in a whole new way.

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3. Inadequate Support to Partners
Partners lack technical and business resources to pursue
opportunities. Calls and emails for help go unanswered.
Lead Passing is Broken
Leads get dropped or sent to the wrong distributor. Inadequate
follow-through on sales.
Lack of Channel Visibility
Cannot see key trends in distributor sales and product demand.
Lack of Proper Support to Distributors Causes Lost Revenue
Lead Passing and Support Processes are Broken
It’s like running a maze with dead-ends

4. Systems of
Record
Systems of
Engagement MobileCloud
Communit
y
Drive Distributor Business with Sales Cloud and Communities
Order
Placement
Product
Delivery
Invoicing
Inventory
Management
Standard work processes to
navigate the maze:
• Partner Support Requests
• Lead Assignment
• Collaboration
• Channel Visibility
Partner Relationship Management

5. The Connected Distributor
OPP
ACCOUNT
Sales Cloud
Communities
Service
Cloud
Customer
Partner/Distributor
Lead from Customer
Qualified Lead
Auto-Assigned
Follow-up
Create Account
Product
Timing
Value
And Opportunity
Sales Cycle
Need Assist
Assist CaseAuto-Route
Opportunity
Product
Timing
Assist Case
Sample Request via Chatter
Request
Sample Request
Action Assigned
Collaboration via Chatter
Discount CaseAuto-Route
Discount CaseSpecial Pricing Authorization
Price Problem
Sales
Collaborate
SPA
SPA
Customer Lead Comes In
Qualified Lead Routed
To Partner/Distributor
Partner Follows-up
With Customer
Partner Creates Account
And Opportunity
Partner Initiates
Sales Cycle with Customer
Partner Needs Assistance
From Major
Assist Case Created and
Auto - Routed
Major sees Subset of
Assist Case Data
Partner Sales sees
Enter Case Data
Major requests Sample
Via Chatter
Sample request creates
Action on Case
Major and Partner
Collaborate via Chatter
Price Problem .. Discount
Case Created and Routed
Major creates Special
Pricing Authorization
Partner Communities is
Hub for all Distributors
Partner
Operator
Monitors and Manages
The Business
Major Monitors and
Manages the Business
Manufacturer

6. Customers Partners DistributorsSuppliers Employees Products
Cloud
Mobile
Social
Data Science
MES
ERP
EDW
Machines
Demand
Planning
Logistics
Connected
IT SystemsUnlock ERP
Connected
Products
Inquire-to-
Order
Service
Excellence
Industry
Solutions
Trusted Multitenant Cloud
Complete
CRM
Scalable Metadata Platform
Open
Ecosystem
Pricing/Quoti
ng
Field Service
Warranty
Management
Device
Integration
Forecasting Configuration
The Customer Success Platform
AnalyticsCommunityMarketingServiceSales Apps

7. Key people in the demo…
John Major
Cirrus Manuf.
Fields incoming
lead
Rosa Abelto
Able Construction
Lead
Needs lubricants
for her equipment
Dan Distributor
PetroTech
Distributor
reselling Cirrus
products to Able
Construction
Chris Chemist
Cirrus Manuf.
Chemist
Elliot Executive
Cirrus Manuf.
Channel Sales
Price approval

8. Serve Everyone in the Channel
Distributor
Pricing ApprovalLead Management
Fast & Efficient
Supported &
Successful
End Customer
Satisfy Needs &
Build Brand
Preference
Product Expert
Supports Partner
and Drives
Revenue
Improve Sales by Better Supporting Distributors
Fix
Supports Deal and
Drives Revenue

9. Types of Service Cases
Sample Case Types in Salesforce Service Cloud, completely configurable
• Chemical Analysis
• Product Study
• Compliance Issue
• Delivery Issue
• Invoicing Issue
• Rebate Problem/Question
• Special Price Request
• Product Issue
• Technical Application Issue
• Product Suggestion
• Market Development Funds
Request
• Special Request
• General Question
• Value Selling Assistance

10. Channel Visibility
See the sales and volume trends in the distributor channel. Restrict visibility to pricing.

11. Where to Go Next
• Market Development Funds
• Channel Plans
• Partner Registration and Onboarding
• Partner Training & Certification
• Brand Compliance Surveys
• Audits
• End-customer surveys

12. Thank you