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Find the Keys to Effective Franchise
Growth
Using Community Cloud to Connect to Franchisees
Jennifer Doyle
Director, Information & Technical Services
Papa Murphy’s
in/jendoyle
Joe Morse
Master Solution Engineer
Salesforce
in/joemorse
Safe Harbor
Safeharborstatementunderthe PrivateSecuritiesLitigationReformAct of 1995:
This presentationmaycontainforward-lookingstatementsthatinvolverisks,uncertainties,andassumptions.If any suchuncertaintiesmaterializeor if any of
the assumptionsprovesincorrect,the resultsof salesforce.com,inc.coulddiffermateriallyfromthe resultsexpressedor impliedby the forward-looking
statementswe make.All statementsotherthan statementsof historicalfactcouldbe deemedforward-looking,includingany projectionsof productor service
availability,subscribergrowth,earnings,revenues,or otherfinancialitemsandany statementsregardingstrategiesor plansof managementforfuture
operations,statementsof belief,any statementsconcerningnew,planned,or upgradedservicesor technologydevelopmentsand customercontractsor use of
our services.
The risksand uncertaintiesreferredto aboveinclude– but are not limitedto – risksassociatedwithdevelopingand deliveringnew functionalityforour service,
newproductsand services,our new businessmodel,our past operatinglosses,possiblefluctuationsin our operatingresultsand rateof growth,interruptions
or delaysin our Webhosting,breachof our securitymeasures,the outcomeof any litigation,risksassociatedwithcompleted andany possiblemergersand
acquisitions,the immaturemarketin whichwe operate,our relativelylimitedoperatinghistory,our abilityto expand,retain,and motivateour employeesand
manageour growth,newreleasesof our serviceandsuccessfulcustomerdeployment,our limitedhistoryresellingnon-salesforce.comproducts,and utilization
and sellingto largerenterprisecustomers.Furtherinformationon potentialfactorsthat couldaffectthe financialresultsof salesforce.com,inc.is includedin our
annualreporton Form10-K forthe most recentfiscalyear andin our quarterlyreporton Form10-Qforthe most recentfiscalquarter.These documentsand
otherscontainingimportantdisclosuresare availableon the SEC Filingssectionof the InvestorInformationsectionof our Web site.
Any unreleasedservicesor featuresreferencedin thisor otherpresentations,pressreleasesor publicstatementsare not currentlyavailableand maynot be
deliveredon timeor at all.Customerswhopurchaseour servicesshouldmakethe purchasedecisionsbaseduponfeaturesthatare currentlyavailable.
Salesforce.com,inc.assumesno obligationand doesnot intendto updatethese forward-lookingstatements.
We sell many things
I might talk about others
Buy what we sell now
#Haiku
Agenda
Introduction Joe Morse
PATHWAY Jenni Doyle
Discussion and Q&A All
Community Cloud
Accelerating Franchise Growth
Joe Morse
Master Solution Engineer, Salesforce
in/joemorse
Businesses Must Engage a Broad Ecosystem To Be Successful
Community Can Scale Franchise Success
Franchisor Franchisees
Corporate Stores
Franchisees
Knowledge
Data
People
Paper
Scaling the Traditional Way
Community Can Scale Franchise Success
Franchisor
Franchisees
Corporate Stores
Scaling the Modern Way
Architects
Consultants
Vendors
Community Can Scale Franchise Success
Scaling the Modern Way
Corporate Store
Franchisee
Consultant
Vendor
Architect
FranchisorEmployee
Franchise Businesses Drive the US Economy
Scale
Franchisers Others
4.5% of US GDP
4.5%
3000
700000US Franchises
Franchises
Others
SOURCES:
http://www.azfranchises.com/quick-franchise-facts/
http://www.slideshare.net/Buxtonco/15-franchise-stats-for-2014
3000+ US Franchisers 700,000 US Franchises
10% of US New Jobs
4% of Small Businesses 1 New Franchise every 8 Minutes
Franchise Businesses Drive the US Economy
Speed
SOURCES:
http://www.azfranchises.com/quick-franchise-facts/
http://www.slideshare.net/Buxtonco/15-franchise-stats-for-2014
4%
Average Investment: $250,000 Repeatable Plays
Franchise Businesses Drive the US Economy
Franchise-based businesses are ACCESSIBLE
SOURCES:
http://www.azfranchises.com/quick-franchise-facts/
http://www.slideshare.net/Buxtonco/15-franchise-stats-for-2014
$
Launched June 2013
“Cloud” on August 2014
Built on Salesforce Platform
Community Cloud — Connecting
Employees, Customers and Partners
+48%
faster case resolution
Tremendous Customer Success
Source: Salesforce Customer Relationship Survey conducted March-April 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected.
Response sizes per question vary.
+43%
partner sales
+45%
customer satisfaction
+48%
employee engagement
PATHWAY
A community for growing franchises
Jennifer Doyle
Director, Information & Technical Services
in/jendoyle
Agenda
About Papa Murphy’s
Our Opportunity
Why Community Cloud?
A Tour of Pathway
Our Roadmap
• “Take-n-Bake” Pizza founded in 1981
• Headquartered in Vancouver, Washington
• 5th largest pizza company
• 1,500+ stores throughout the US, Canada
and the United Arab Emirates
• Majority of stores are franchise owned. 100+
company-owned
Who is Papa Murphy’s?
Responsibilities of a Franchisor vs. Franchisee
Growth through Partnerships
Growing our Company-Owned Stores
Franchising 101
Our Opportunity
Challenge: Information Everywhere
Multiple online resources
17 checklists used by
various stakeholders
Email used throughout the
process
Limited awareness of
dependencies
Focus on Store Opening
date – not success in 1st
year
Challenges evolving
existing processes
 How do we grow our store footprint across the nation with existing and new
franchise owners?
 How do we streamline the existing store opening process?
 How do we integrate new steps into the opening process as we evolve our
processes, store design, and technology?
 How do we keep partners involved in the opening process?
 What can we do during the opening of a store to ensure higher sales volumes in
the 1st year?
Challenge: Expansion without Strain
• One site to engage in all Store Lifecycle Events
• Single version of the truth
• Mobile-friendly
• Secure & Scalable
• Learn from every opening
Our Vision
Put the facts in front of them
Set a vision for a bigger win
Let them experience the pain:
Gaining Business Case Approval
SVP Operations SVP Technology &
Operations
Why Community Cloud
OpportunitiesForecasting
& Analytics
AppExchange Accounts &
Contacts
Workflow
Partners + Solid Foundation = Increased Success
App
• Full-featured, collaborative project management
• Designed foreasy use andadoption
• Drag& drop interactions, deep Chatter integration,
reporting anddashboards
• 100%native toSalesforce platform
AppExchange
• Over 1005star reviews inSalesforce AppExchange
• Top 10Salesforce AppExchange app
• Top project management app inAppExchange
TaskRay - Modern Project Management
App Cloud
Workflow OpportunitiesAccounts &
Contacts
1. Daily Stand-ups – 15 minutes
2. Prioritization of scope
3. Testing in a day – Prep & Buddy System
4. Stay true to a “Single Site” – no documentation outside of the tool
5. Pilot for feedback & buy-in
Project Timeframe – 46 Days Start to Finish
PATHWAY Features
Key Information on a single screen
Key Information on a single screen
Store Security Model limits what a user sees
Contributors on page make delegation easy
Task Cards put key information up front
Feedback can be provided directly in the Community
Community provides assets in single location
No need to search your
Inbox for documentation,
videos, or other
information.
Our Roadmap
Collaboration opportunities across Franchise Owners
File sharing triggered on tasks
Single sign-on
Expansion into other store lifecycle event template types
Employee community
Our Roadmap is Evolving
Key Takeaways
• Know your priorities before starting a project
• Rapid timeline requires thoughtful planning
• Reduce risk through experienced partners
• Community Cloud has a solid foundation with expanding services – stay aware of changes
• Never under-estimate change management
• Plan on utilizing a variety of features to accommodate varying perspectives
• Start your roadmap early
Key Takeaways
Discussion & Q&A
Jennifer Doyle
Papa Murphy’s
Blakely Graham
Bracket Labs
Kristen Flewelling
Slalom Consulting
Jeff Gengler
Papa Murphy’s
Thank you

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Find the Keys to Effective Franchise Growth with Community Cloud

  • 1. Find the Keys to Effective Franchise Growth Using Community Cloud to Connect to Franchisees Jennifer Doyle Director, Information & Technical Services Papa Murphy’s in/jendoyle Joe Morse Master Solution Engineer Salesforce in/joemorse
  • 2. Safe Harbor Safeharborstatementunderthe PrivateSecuritiesLitigationReformAct of 1995: This presentationmaycontainforward-lookingstatementsthatinvolverisks,uncertainties,andassumptions.If any suchuncertaintiesmaterializeor if any of the assumptionsprovesincorrect,the resultsof salesforce.com,inc.coulddiffermateriallyfromthe resultsexpressedor impliedby the forward-looking statementswe make.All statementsotherthan statementsof historicalfactcouldbe deemedforward-looking,includingany projectionsof productor service availability,subscribergrowth,earnings,revenues,or otherfinancialitemsandany statementsregardingstrategiesor plansof managementforfuture operations,statementsof belief,any statementsconcerningnew,planned,or upgradedservicesor technologydevelopmentsand customercontractsor use of our services. The risksand uncertaintiesreferredto aboveinclude– but are not limitedto – risksassociatedwithdevelopingand deliveringnew functionalityforour service, newproductsand services,our new businessmodel,our past operatinglosses,possiblefluctuationsin our operatingresultsand rateof growth,interruptions or delaysin our Webhosting,breachof our securitymeasures,the outcomeof any litigation,risksassociatedwithcompleted andany possiblemergersand acquisitions,the immaturemarketin whichwe operate,our relativelylimitedoperatinghistory,our abilityto expand,retain,and motivateour employeesand manageour growth,newreleasesof our serviceandsuccessfulcustomerdeployment,our limitedhistoryresellingnon-salesforce.comproducts,and utilization and sellingto largerenterprisecustomers.Furtherinformationon potentialfactorsthat couldaffectthe financialresultsof salesforce.com,inc.is includedin our annualreporton Form10-K forthe most recentfiscalyear andin our quarterlyreporton Form10-Qforthe most recentfiscalquarter.These documentsand otherscontainingimportantdisclosuresare availableon the SEC Filingssectionof the InvestorInformationsectionof our Web site. Any unreleasedservicesor featuresreferencedin thisor otherpresentations,pressreleasesor publicstatementsare not currentlyavailableand maynot be deliveredon timeor at all.Customerswhopurchaseour servicesshouldmakethe purchasedecisionsbaseduponfeaturesthatare currentlyavailable. Salesforce.com,inc.assumesno obligationand doesnot intendto updatethese forward-lookingstatements. We sell many things I might talk about others Buy what we sell now #Haiku
  • 3. Agenda Introduction Joe Morse PATHWAY Jenni Doyle Discussion and Q&A All
  • 4. Community Cloud Accelerating Franchise Growth Joe Morse Master Solution Engineer, Salesforce in/joemorse
  • 5. Businesses Must Engage a Broad Ecosystem To Be Successful
  • 6. Community Can Scale Franchise Success Franchisor Franchisees Corporate Stores Franchisees Knowledge Data People Paper Scaling the Traditional Way
  • 7. Community Can Scale Franchise Success Franchisor Franchisees Corporate Stores Scaling the Modern Way Architects Consultants Vendors
  • 8. Community Can Scale Franchise Success Scaling the Modern Way Corporate Store Franchisee Consultant Vendor Architect FranchisorEmployee
  • 9. Franchise Businesses Drive the US Economy Scale Franchisers Others 4.5% of US GDP 4.5% 3000 700000US Franchises Franchises Others SOURCES: http://www.azfranchises.com/quick-franchise-facts/ http://www.slideshare.net/Buxtonco/15-franchise-stats-for-2014 3000+ US Franchisers 700,000 US Franchises 10% of US New Jobs
  • 10. 4% of Small Businesses 1 New Franchise every 8 Minutes Franchise Businesses Drive the US Economy Speed SOURCES: http://www.azfranchises.com/quick-franchise-facts/ http://www.slideshare.net/Buxtonco/15-franchise-stats-for-2014 4%
  • 11. Average Investment: $250,000 Repeatable Plays Franchise Businesses Drive the US Economy Franchise-based businesses are ACCESSIBLE SOURCES: http://www.azfranchises.com/quick-franchise-facts/ http://www.slideshare.net/Buxtonco/15-franchise-stats-for-2014 $
  • 12. Launched June 2013 “Cloud” on August 2014 Built on Salesforce Platform Community Cloud — Connecting Employees, Customers and Partners
  • 13. +48% faster case resolution Tremendous Customer Success Source: Salesforce Customer Relationship Survey conducted March-April 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary. +43% partner sales +45% customer satisfaction +48% employee engagement
  • 14. PATHWAY A community for growing franchises Jennifer Doyle Director, Information & Technical Services in/jendoyle
  • 15. Agenda About Papa Murphy’s Our Opportunity Why Community Cloud? A Tour of Pathway Our Roadmap
  • 16. • “Take-n-Bake” Pizza founded in 1981 • Headquartered in Vancouver, Washington • 5th largest pizza company • 1,500+ stores throughout the US, Canada and the United Arab Emirates • Majority of stores are franchise owned. 100+ company-owned Who is Papa Murphy’s?
  • 17. Responsibilities of a Franchisor vs. Franchisee Growth through Partnerships Growing our Company-Owned Stores Franchising 101
  • 19. Challenge: Information Everywhere Multiple online resources 17 checklists used by various stakeholders Email used throughout the process Limited awareness of dependencies Focus on Store Opening date – not success in 1st year Challenges evolving existing processes
  • 20.  How do we grow our store footprint across the nation with existing and new franchise owners?  How do we streamline the existing store opening process?  How do we integrate new steps into the opening process as we evolve our processes, store design, and technology?  How do we keep partners involved in the opening process?  What can we do during the opening of a store to ensure higher sales volumes in the 1st year? Challenge: Expansion without Strain
  • 21. • One site to engage in all Store Lifecycle Events • Single version of the truth • Mobile-friendly • Secure & Scalable • Learn from every opening Our Vision
  • 22. Put the facts in front of them Set a vision for a bigger win Let them experience the pain: Gaining Business Case Approval SVP Operations SVP Technology & Operations
  • 24. OpportunitiesForecasting & Analytics AppExchange Accounts & Contacts Workflow Partners + Solid Foundation = Increased Success
  • 25. App • Full-featured, collaborative project management • Designed foreasy use andadoption • Drag& drop interactions, deep Chatter integration, reporting anddashboards • 100%native toSalesforce platform AppExchange • Over 1005star reviews inSalesforce AppExchange • Top 10Salesforce AppExchange app • Top project management app inAppExchange TaskRay - Modern Project Management App Cloud Workflow OpportunitiesAccounts & Contacts
  • 26. 1. Daily Stand-ups – 15 minutes 2. Prioritization of scope 3. Testing in a day – Prep & Buddy System 4. Stay true to a “Single Site” – no documentation outside of the tool 5. Pilot for feedback & buy-in Project Timeframe – 46 Days Start to Finish
  • 28. Key Information on a single screen
  • 29. Key Information on a single screen
  • 30. Store Security Model limits what a user sees
  • 31. Contributors on page make delegation easy
  • 32. Task Cards put key information up front
  • 33. Feedback can be provided directly in the Community
  • 34. Community provides assets in single location No need to search your Inbox for documentation, videos, or other information.
  • 36. Collaboration opportunities across Franchise Owners File sharing triggered on tasks Single sign-on Expansion into other store lifecycle event template types Employee community Our Roadmap is Evolving
  • 38. • Know your priorities before starting a project • Rapid timeline requires thoughtful planning • Reduce risk through experienced partners • Community Cloud has a solid foundation with expanding services – stay aware of changes • Never under-estimate change management • Plan on utilizing a variety of features to accommodate varying perspectives • Start your roadmap early Key Takeaways
  • 39. Discussion & Q&A Jennifer Doyle Papa Murphy’s Blakely Graham Bracket Labs Kristen Flewelling Slalom Consulting Jeff Gengler Papa Murphy’s