Today, users expect connected, streamlined experiences across all of your internal applications, mobile apps, and every interaction they have with you. Excellent user experience turns your end users into Salesforce fans, and Salesforce fans empower businesses to make the smart decisions to fuel success.
Check out the Dreamforce '15 slide deck from Versature VP Operations Jonathon Moody and co-host Shane Jay Hayes, CIO of Net Claims, to learn how Salesforce can be sculpted to meet the needs for companies of all sizes and industries.
View now or download and save for later!
How to improve life on the Service Desk? Freshservice
At the end of 2015, the Service Desk Institute (SDI) and Freshservice jointly conducted research into life working on the IT service desk in 2016. This covered the key pain points for service desks and ITSM tools and vendors, as well as top service desk enhancements and priorities for 2016.
Watch this slide deck to know:
the survey results,
the root causes of service desk concern and friction, and
practical ways in which to tackle the most common obstacles and issues.
Find out how “normal” your service desk is and what you can do to improve things.
EMS Software: Enabling the Workplace of the FutureEMS Software
EMS Software: Enabling the Workplace of the Future
From Webinar July 21, 2016
Employee experience is one of the most important components of a comprehensive Workplace of the Future strategy. Workplace flexibility, hoteling, activity-based workspaces — all of these must be provided to employees in a seamless, easy way.
How to improve life on the Service Desk? Freshservice
At the end of 2015, the Service Desk Institute (SDI) and Freshservice jointly conducted research into life working on the IT service desk in 2016. This covered the key pain points for service desks and ITSM tools and vendors, as well as top service desk enhancements and priorities for 2016.
Watch this slide deck to know:
the survey results,
the root causes of service desk concern and friction, and
practical ways in which to tackle the most common obstacles and issues.
Find out how “normal” your service desk is and what you can do to improve things.
EMS Software: Enabling the Workplace of the FutureEMS Software
EMS Software: Enabling the Workplace of the Future
From Webinar July 21, 2016
Employee experience is one of the most important components of a comprehensive Workplace of the Future strategy. Workplace flexibility, hoteling, activity-based workspaces — all of these must be provided to employees in a seamless, easy way.
In an era that is seeing businesses transform themselves from a slow, paper-based organization to a fast, reactive digital enterprise, not ensuring that your help desk stays up to keep pace with your business goals and needs can be a crippling and, ultimately, costly detriment to your company.
Join George Spalding, Executive Vice President of Pink Elephant, and Adam OBrien, Product Marketing Manager for SunView Software, as they take a look at 5 key ways you can avoid the death of your service desk while optimizing your platform to meet the demands of today's high speed digital enterprise.
Coping and Leading the Change Rapid and breathtaking technology advances are forcing radical changes in how IT delivers serviced, the Service Desk supports these services and the business utilizes these services. "If you don't like change, you'll like irrelevance even less" stated four-star US General (Ret.) Eric Shineski reflecting on the consequences of not embracing change. This session explores the impact of rapidly changing technology and business trends on the Service Desk strategy, structure, services, processes, tools and most importantly – the Service Desk professionals. In coping with this accelerated change, Service Desk leaders must take action now. McGarahan will share lessons learned from Service Desks who are incorporating practices in supporting mobility, social knowledge, multi-generational and cultural customers, virtual and cloud computing and the change in service level expectations. Please join Peter McGarahan he relates insights into:
• The urgent and undeniable need for Service Desk leaders to assess their current strategy, structure, services and skills against the current realities of business and technology advances.
• Recent game-changing developments, including virtual and cloud computing (hosted services and software solutions) mobile computing, strategic sourcing, and remote / virtual workers.
• The resulting impact in designing services with the customer top-of-mind, delivering resolution closest to the customer and knowledge at the ‘speed of conversation’ by integrating best practices with the tools, people, and existing processes.
Banking Client Onboarding Process Powerpoint Presentation SlidesSlideTeam
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Banking Client Onboarding Process Powerpoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of fifty three slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. https://bit.ly/2P9MYTT
Roundtable: Best Practices in First Call Resolution (FCR) Sheri Greenhaus
Best Practices in First Call Resolution (FCR). Participants are Genesys, NICE Systems, OpenSpan and Virtual Hold Technology. Discussing first contact resolution, customer loyalty and predictive analytics.
Visit CRMXchange.com to join the premiere CRM community.
Losing customers due to long, paper driven onboarding process?
Need a fast, easy and effective system for onboarding the new age digital customers?
With uniserve onboard, start off your customer relationship by onboarding your customers at half the time.....
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Client Onboarding PowerPoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of fifty five slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. http://bit.ly/330FVzP
Marketing Effectively to Drive Adoption and Compliance Using Flow - Jeremiah ...Salesforce Admins
We actively market to our customers. How often do we think about marketing to our users? As Admins, it's important to keep the lines of communication open with internal customers. Join us as we show you how to use point-and-click development tools to foster internal relationships and drive adoption.
Every organization, large and small, struggles with adoption. In this webinar, we’ll talk about the three biggest barriers to adoption and how to overcome them.
Key Takeaways
-You are not alone! Getting other humans to do what you want is hard!
-The three biggest barriers to user adoption and how to overcome them.
-Where to get help, tips, and tricks.
Join Salesforce admin expert Mike Gerholdt (aka ButtonClickAdmin) as he walks you through the top habits and best practices of successful Salesforce Admins. We?ll show you amazing hacks that will make you a more efficient Salesforce Admin, make your users more productive and drive success for you and your business.
Checkout the step-by-step instructions for each of our hacks here: http://www.slideshare.net/awesomeadmin/salesforce-admin-habits-hacks-handout-from-sfwt-nyc
Join Salesforce admin expert Mike Gerholdt (aka ButtonClickAdmin) as he walks you through the top habits and best practices of successful Salesforce Admins. We’ll show you amazing hacks that will make you a more efficient Salesforce Admin, make your users more productive and drive success for you and your business.
In an era that is seeing businesses transform themselves from a slow, paper-based organization to a fast, reactive digital enterprise, not ensuring that your help desk stays up to keep pace with your business goals and needs can be a crippling and, ultimately, costly detriment to your company.
Join George Spalding, Executive Vice President of Pink Elephant, and Adam OBrien, Product Marketing Manager for SunView Software, as they take a look at 5 key ways you can avoid the death of your service desk while optimizing your platform to meet the demands of today's high speed digital enterprise.
Coping and Leading the Change Rapid and breathtaking technology advances are forcing radical changes in how IT delivers serviced, the Service Desk supports these services and the business utilizes these services. "If you don't like change, you'll like irrelevance even less" stated four-star US General (Ret.) Eric Shineski reflecting on the consequences of not embracing change. This session explores the impact of rapidly changing technology and business trends on the Service Desk strategy, structure, services, processes, tools and most importantly – the Service Desk professionals. In coping with this accelerated change, Service Desk leaders must take action now. McGarahan will share lessons learned from Service Desks who are incorporating practices in supporting mobility, social knowledge, multi-generational and cultural customers, virtual and cloud computing and the change in service level expectations. Please join Peter McGarahan he relates insights into:
• The urgent and undeniable need for Service Desk leaders to assess their current strategy, structure, services and skills against the current realities of business and technology advances.
• Recent game-changing developments, including virtual and cloud computing (hosted services and software solutions) mobile computing, strategic sourcing, and remote / virtual workers.
• The resulting impact in designing services with the customer top-of-mind, delivering resolution closest to the customer and knowledge at the ‘speed of conversation’ by integrating best practices with the tools, people, and existing processes.
Banking Client Onboarding Process Powerpoint Presentation SlidesSlideTeam
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Banking Client Onboarding Process Powerpoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of fifty three slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. https://bit.ly/2P9MYTT
Roundtable: Best Practices in First Call Resolution (FCR) Sheri Greenhaus
Best Practices in First Call Resolution (FCR). Participants are Genesys, NICE Systems, OpenSpan and Virtual Hold Technology. Discussing first contact resolution, customer loyalty and predictive analytics.
Visit CRMXchange.com to join the premiere CRM community.
Losing customers due to long, paper driven onboarding process?
Need a fast, easy and effective system for onboarding the new age digital customers?
With uniserve onboard, start off your customer relationship by onboarding your customers at half the time.....
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Client Onboarding PowerPoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of fifty five slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. http://bit.ly/330FVzP
Marketing Effectively to Drive Adoption and Compliance Using Flow - Jeremiah ...Salesforce Admins
We actively market to our customers. How often do we think about marketing to our users? As Admins, it's important to keep the lines of communication open with internal customers. Join us as we show you how to use point-and-click development tools to foster internal relationships and drive adoption.
Every organization, large and small, struggles with adoption. In this webinar, we’ll talk about the three biggest barriers to adoption and how to overcome them.
Key Takeaways
-You are not alone! Getting other humans to do what you want is hard!
-The three biggest barriers to user adoption and how to overcome them.
-Where to get help, tips, and tricks.
Join Salesforce admin expert Mike Gerholdt (aka ButtonClickAdmin) as he walks you through the top habits and best practices of successful Salesforce Admins. We?ll show you amazing hacks that will make you a more efficient Salesforce Admin, make your users more productive and drive success for you and your business.
Checkout the step-by-step instructions for each of our hacks here: http://www.slideshare.net/awesomeadmin/salesforce-admin-habits-hacks-handout-from-sfwt-nyc
Join Salesforce admin expert Mike Gerholdt (aka ButtonClickAdmin) as he walks you through the top habits and best practices of successful Salesforce Admins. We’ll show you amazing hacks that will make you a more efficient Salesforce Admin, make your users more productive and drive success for you and your business.
This webinar is designed for new Admins looking for key getting-started tips. Join our webinar live or watch the recording here to start your Admin career on the right foot by developing these essential habits!
This webinar is designed for new Admins looking for key getting-started tips. Join our webinar live or watch the recording here to start your Admin career on the right foot by developing these essential habits!
Learn how to administer your Salesforce org from anywhere using the SalesforceA mobile app! Join us as we explore the newly redesigned SalesforceA and learn how to get system updates, reset password and/or edit users, freeze & unfreeze users, and even access the Answers community using this incredibly useful app created specifically for Salesforce Administrators.
The Business of Flow - Point and Click Workflow ApplicationsDreamforce
Salesforce Visual Workflow is a power "clicks not code" tool you can use to automate work and build workflow applications. In this session we'll cover two in-depth real work workflow applications built by customers using Visual Workflow. They'll detail their use case, show how they got started, what it took to build, and demo their applications. Watch the video now: https://www.youtube.com/watch?v=2PhDeQgKzLY
Getting started with salesforce- deploy and empower your usersHarleen Mann ?
Deploy and empower your end users
Engage with your users and take action to
achieve your goals
BY "Your Getting Started with Salesforce Community Team"
Account Based Marketing: Technology, Strategy, and TeamworkVersature
Marketing Automation Isn’t the Future. It’s Now.
Anastasia Valentine, CMO, Versature
Are you getting the most out of your CRM and your marketing stack? Are you delivering personalized and tailored experiences that match your customer buying signals and conversion points? Does your Account Based Marketing end when the deal is signed or does it continue on through to Customer Success? Join Anastasia Valentine, CMO at Versature to learn how you can leverage marketing automation and artificial intelligence to scale, customize the client experience, and mine the hidden value laying dormant in your CRM data today. She will walk through the entire customer journey from the marketing experience through to customer success and advocacy, including investments in technology and people, measuring marketing and sales metrics and staying focused on delighting the customer using a powerful end to end technology stack.
It's been another standout year for the Versature Team!
From new integrations to awards and accolades to making a difference in our community, here are some of the accomplishments we’re most proud of this year.
Follow us to stay in the know:
twitter.com/Versature
linkedin.com/company/versature
facebook.com/Versature
instagram.com/versature_hpbx
Versature: Business Phone Service. Evolved. 2017 DeckVersature
Versature is the leader in Canadian SaaS- based business phone and communication solutions. Trusted by clients and partners across the country, Versature is an award winning company that is raising the bar with the highest quality phone systems, superior Communications as a Service
and operational system integrations, and Canadian-based technical support. Founded in 2003, Versature has a rapidly growing subscriber base and strong partner network from coast to coast.
ChannelNext Central 2016 - Guide to Building Your Business with VoIPVersature
Versature Sales Account Manager Keni Gibson and CTO Adam Sherman present on the Versature VoIP solution for MSPs at ChannelNext Central 2016 in Huntsville, Ontario.
Creating and Managing High Performing Virtual TeamsVersature
Versature Vice President of Marketing shares her thoughts on enabling and managing a dispersed team. Through technological breakthroughs and changes in modern corporate culture and benefits, more and more teams are opting to work remotely. How do you manage a team that may never actually meet face-to-face? How do you keep everyone on track, engaged, and motivated? Learn about this and more!
Relevance, Value and Business at the Speed of SocialVersature
Versature Vice President of Marketing Anastasia Valentine presents on Business at the Speed of Social for Public Sector employees at a Conference Board of Canada gathering. Find out what's changing in information gathering and sharing, how leadership can build strong communities, what to look for, and what to share in the ever changing world of social media.
ProductCamp Ottawa 2015 - PM in a Subscription Economy: Introducing Customer ...Versature
Versature VP Operations Jonathon Moody's presentation for ProductCamp Ottawa 2015 on the importance of dedicated customer success in today's subscription economy.
Got VoIP Blues? Step by Step Strategy to Add VoIP to your MSP OfferingVersature
*Award winning "Got VoIP Blues?" strategy session as presented by Versature's Keni Gibson - Sales Manager, and Adam Sherman - CTO, at ChannelNext Niagara!*
Been burned by VoIP providers? Let down by the “Big 3”? We understand MSP’s may have trust issues and want you to be aware of who you are really getting in bed with. Learn how you can add VoIP solutions without losing your customers, your reputation, your patience, and your sanity! See how the competition stacks up in the cloud-based Hosted PBX environment and how Versature has enabled partners to trust a phone company once again.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™UiPathCommunity
In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni.
📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath:
Autopilot per Studio Web
Autopilot per Studio
Autopilot per Apps
Clipboard AI
GenAI applicata alla Document Understanding
👨🏫👨💻 Speakers:
Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant
Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath
Andrei Tasca, RPA Solutions Team Lead @NTT Data
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024
How to Create an Amazing User Experience - Dreamforce '15
1. How to Create an Amazing
User Experience
Shane Jay Hayes
Chief Information Officer
Net Claims Now
@shanejayhayes
Jonathon Moody
VP Operations
Versature
@jonathonmoody
2. Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize
or if any of the assumptions proves incorrect, the results of salesforce.com, inc. 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 product or service availability, 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.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality
for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and
rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with
completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability
to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our
limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential
factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year
and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are
available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, 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 the 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.
Safe Harbor
4. 500+ Members Across the US and Canada
Over 26,000 Invoices Written Since Inception
Over $80 Million in Invoices Written and We
Work With Every Major Carrier
Net Claims Now is the Leader in Restoration Invoicing,
Collections and Business Services
6. • System was dated and expensive to keep running
• System was confusing and not intuitive
• Internal team required multiple systems to do their
job
• Any changes to the system took months to develop
and were outdated by the time they went live
• Worst of all, we weren’t in touch with our members
Getting Old is Painful
7. • The User Experience that our members have with our system is frequently the only
interaction they will have with our company in a given time period.
• Our mission is to give our members more time, more money and more control over
their business so ensuring a premium User Experience is essential to meeting that
mission.
• Our member demographic is mostly blue collar SMB owners, they don’t generally
have the time or inclination to learn new systems so we needed a low learning
curve.
Our Members User Experience
8. • Our team is tasked with performing quickly and accurately and that can only be
done in an easy to use environment
• Providing an environment with constant communication and feedback helps us
ensure we meet the needs of our members.
Our Teams User Experience
9. 1. It Takes a Community
2. Get it Together
3. Lead and Celebrate
Three Tips for Stellar Adoption
10. • Engage your customers/clients and listen to their needs
• Actively listen to their concerns and try to identify solutions before your clients
ask for them
• Let your clients know that their voice is important and you are listening
• Communities allow you to turn your clients into brand ambassadors
Tip #1: It Takes a Community
11. Combine all your services, portals and systems into one singular user experience
Tip #2: Get It Together
12. • Lead by example, get your managers
and executive team actively using
Chatter
• Use Chatter and THANKS to publicly
congratulate team members and
recognize their hard work
• The more your team see management
use the system the quicker they will
adopt it
Tip #3: Lead and Celebrate
14. Net Claims Now’s Results
New
Members
43%
Monthly Increase
Since Rollout
Average Invoice
Value
26%
Increase
Since Rollout
Days to
Close
41%
Reduction
Since Rollout
Opportunity
Value
38%
Increase
Since Rollout
16. Versature
COMPANY
• Coast-to-Coast (6k Miles)
>1000 Companies
• 100% Canadian Based
• Pure Play
PRODUCT
• Cloud based business
phone service
• Premium service
• Evolved to meet client
needs
CLIENTS
• Only Businesses
• Generally 10-100 Staff
• Originally early adopters
but now mainstream
18. Sales Cloud (5 Years)
• Quoting
• Reporting/forecasting
Service Cloud (3 Years)
• Cases
Platform (3 Years)
• Misc: Phone numbers, Regulatory, Inventory, etc
AppExchange (2.5 Years)
• Billing using Zuora
Marketing Cloud / Pardot (10 Months)
• Search Optimization, Email Drip
Making the Leap: Many Small Steps, One Giant Leap
19. Matches VP Ops Role
• Strategy
• Growth
• Planning
Reporting
• Connected
• Actionable
A Single Silo: VP Operations
20. Premium Product
• Not self-serve
• No excuses
• Client life-cycle in critical
• Need information to deliver
Garbage In > Garbage Out
• Team needs to use and engage with
Salesforce
• Team needs to understand the “why”
• Salesforce must benefit each staff
Our Team is our Product
21. Versature’s 3 Tips to Create an Amazing User Experience
#
1SINGLE
PLATFORM
#
2RESPONSIVE
ADMINISTRATION
#
3YOU ARE NOT
AN ISLAND
22. “If it isn’t in Salesforce it doesn’t exist”
• Teams find each others data
• See outside their own area
• Use Apps for functionality outside the core
No Excel Exports
• One way road out
• Enable users to create their own reports
Create objects to track everything!
• Misc: Phone numbers, Regulatory, Inventory, etc
Processes
• Once in Salesforce creating workflows, handoffs,
business processes is second nature.
• Automation is king!
Versature’s #1 Tip to Create an Amazing User Experience
Single Platform
23. Versature Example: Inbound Call
• Call comes in to technical team
• Case is opened and problem addressed
• Work is tracked and the case closed
Requests new equipment/service
• Pricing is looked up, quoted (if needed)
• Docusign quote is signed (if needed)
• Client is billed for change
• Change is made, equipment is shipped
• Drip is engaged with tips for new product
Past invoice question comes up
• Invoice is located and opened (PDF)
• Question is answered
Versature’s #1 Tip to Create an Amazing User Experience
Single Platform
24. Add fields, create new options in drop downs
• Good data comes from accurate options
• Accurate options from living systems
Reward Feedback
• Quick changes will encourage usage and feedback
Create objects to track everything!
• Misc: Phone numbers, Regulatory, Inventory, etc.
Processes
• Once in Salesforce creating workflows, handoffs, business
processes is second nature
• Automation is king!
Build it and they will come… Responsive Administration
Versature’s #2 Tip to Create to an Amazing User Experience
25. Example: Demo Phone Management
Connect Sales > OnBoarding > Inventory >
Management > Marketing
Salesforce to lead business change (not chase!)
Versature’s #2 Tip to Create an Amazing User Experience
26. Use Resources!
Local User Groups
• Hear how others address issues
• Think differently
• Step back and see the forest through the trees
Partners
• They have likely done it before
AppExchange
• Browse, learn what others are doing
• Find solutions to problems you do not yet have
• Videos and introduction for most AppExchange Apps.
Learn from others, you are not alone
Versature’s #3 Tip to Create an Amazing User Experience
27. Lessons Learned and Applied:
• Billing: Zuora
• Chatter: Swarms
• Surveys: Many
• Gamification: LevelEleven
• Esignatures: Docusign
• Popup Notifications: Riptide
• Document Generation: Conga
• Gmail Integration: Cirrus Insight
They have all contributed to our experience, processes, look, feel, approach even when not a client.
Learn from others, you are not alone
Versature’s #3 Tip to Create an Amazing User Experience
28. Versature’s Results
QUOTE ACCEPTANCE
Before
3 days
After
25% of quotes signed
in less than 1 hour
Average length of time to
sign:
3 hours
SUPPORT CASE TRACKING
Before
Case Opening <50%
After
Nearly 100% Case
Tracking Rate
PLATFORM SUPPORT
Before
Dedicated Development Staff
After
Development resource
re-focused on revenue
opportunities