Coca-Cola looked to increase efficiency by implementing an eCommerce platform on Salesforce to enhance communication, scale its eCommerce business, and increase transparency. This resulted in a 6% increase in gross profit per outlet, 15% increase in average order size, and up to 85% reduction in cost per interaction. Walmart automated key business processes like knowledge base, prospecting and onboarding, and case management on Salesforce. This led to faster prospecting time reduced by over 93% and throughput increased by 5000%. Walmart is now focused on automated seller performance communications, rolling out to owned business units, document enhancements, platform rollout to new audiences, and scalability changes.

1. Who Wins When Sales & Service Teams Are on the Same
Platform
Impacting the bottom line with Sales Cloud Lightning and Service
Shannon Mathews
Senior Analyst,
Cloud GTM Strategy & Operations,
Salesforce
Marta Dalton
eCommerce Director,
Coca-Cola
Farrokh “Fa” Poorooshasb
Group Product Manager,
Walmart eCommerce

2. Forward-Looking Statements
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of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
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3. Marta Dalton
eCommerce Director,
Coca-Cola

4. “We realize businesses are ordering more online every day, so we’re excited to offer a
new online ordering solution with CloudCraze on Salesforce”
Marta Dalton, eCommerce Director, Coca-Cola
Increases gross profit per outlet 6% and average order size 15%
Reduces cost per interaction by up to 85%
Secures customer retention and increased satisfaction
Coca-Cola invests in digital and commerce
on Salesforce for measurable results

5. Enhance
communication
Scale eCommerce
business
Increase transparency
How did Coca-Cola look to increase efficiency?

6. Enhance
communication
Scale eCommerce
business
Increase transparency
How did Coca-Cola look to increase efficiency?

7. Enhance
communication
Scale eCommerce
business
Increase transparency
How did Coca-Cola look to increase efficiency?

8. Enhance communication Scale eCommerce business Increase transparency
Customer differentiation
Higher # of products per
order
eCommerce platform
accounts increased 20x in
13 months
Customer behavior
reporting
Predictive service wave
analytics
Personalized service with
mobile
Account management
One platform
Mobile and desktop
functionality
Tailored customer
messaging
App connectivity
Customer support
The Power of Sales and Service and eCommerce
Leveraging Salesforce to achieve high growth targets

9. Farrokh “Fa”
Poorooshasb
Group Product Manager,
Walmart

10. “We achieve our FY17 Marketplace goals by building and deploying an efficient operating
model supported by the right tools, processes and people”
Tri Huynh, Director of Business Development, Walmart eCommerce
Walmart is the Fortune 1 company
FY17 Walmart Marketplace Goals:
Expand seller count by 2300%
Expand SKU count by 229%

11. Walmart.com is the 2nd-most-
visited eCommerce site in the
US, with 80 million unique
visitors per month1
Walmart.com includes owned
inventory as well as
Marketplace
Marketplace had been
operating with a measured
approach for a few years
Aggressive acceleration of MP
growth begin in 2016
Tools, people and processes
required to operate at Walmart
scale
Annual revenue of $482.1B,
Walmart would rank as the
world’s largest retailer
Operates at a massive scale
Sales strategies includes bricks
and mortar coupled with digital
online sales
Walmart Walmart eCommerce Marketplace
1According to comScore
Walmart, eCommerce & Marketplace
An Introduction to the Businesses

12. Knowledge Base
Prospecting &
Onboarding
Case Management
Where did Walmart look to automate business processes?

13. Knowledge Base
Prospecting &
Onboarding
Case Management
Where did Walmart look to automate business processes?

14. Knowledge Base
Prospecting &
Onboarding
Case Management
Where did Walmart look to automate business processes?

15. Knowledge Base Prospecting & Onboarding Case Management
Automated curated
prospecting & contracting with
core technology
Impact:
Fastest prospecting time ↓ > 93%
Prospecting throughput ↑ 5000%
Total Count Live ↑ 966%
Onboarding Rate ↑ 1593%
SSO with core technology
Integrated with JIRA
Impact:
Case creation rate ↑ 261%
Integrated with core
technology
Customer comment centric
Impact:
Goodness ratio is at 83%
The Power of Sales and Service
Leveraging Salesforce to achieve high growth targets

16. Automated seller
performance
communications
Rollout to owned BU
Document enhancements
Platform rollout to new
audiences
Scalability changes
New business processes
Reports
Enhancements Major Projects Documentation
What is Walmart doing now?
Sitting on the beach is not an option…

17. Thank Y u

18. Questions?