The document discusses case studies of customer applications using Salesforce from various companies: - Magma Design Automation uses Salesforce across 600 users to improve software development processes and coordination across R&D teams. - Chevron Aviation uses Salesforce across 250 users to standardize global processes, automate manual tasks, and improve profitability analysis. - Optimum Lightpath uses Salesforce across 350 users including custom apps to better target fiber network deployments, maximize revenue from existing infrastructure, and centralize business data.

1. Inside the Enterprise: Case Studies of Customer Apps Clara Shih, salesforce.com (Moderator) Chip Vanek, Magma Design Automation Pam Shelton, Chevron Aviation John Merrill, Optimum Lightpath Track: New AppExchange Developer

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3. CHIP VANEK Director of Corporate & CRM Apps [email_address]

4. Magma Design Automation, Inc. The Fastest Growing Chip Design Software Company Customer-Driven Innovation Distributed R&D and Support Teams Around the World INDUSTRY: EDA Software EMPLOYEES: 680 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, 6 custom apps, 2 customized AppExchange apps # USERS: 600 Sales Service & Support Marketing Customer Delight Sales Service & Support Development Release Management Tech Campaigns Library Requests Finance Products Project Manager PR Manager Email Campaigns

5. Key Challenges Business Challenge Lack of R&D coordination Unscalable support process Product delivery delays Increasing complexity Technology Challenge One view worldwide Integration between systems Constant process change Rising operating costs Inefficiency Low customer service Missed revenue opportunities

6. Software Development Process Solution Common view of issues & changes Capture all customer issues & assign Link to committed changes in software Notify users & measure for managers Integrate with production flows ClearCase and Linux command line Mirror with AppExchange objects Approval of code reviews Result is one view of fixes in build Optimize time from fix to delivery 8 R&D Locations 70 R&D Teams 68 Custom Objects 272 R&D users 135 Product components Linux command prompt DEPLOYMENT DETAILS

7. The Order Management Solution Quote form from Opportunity Capture pricing & product guidelines Create proposals & notify teams Quote process to capture key info Signed NDA and Contracts License delivery & support information Automated Order processing License key generation and delivery Update of Customer into SAP Load of Order into SAP Sales contract 52 Sales People 4,000 product SKUs 5 quotes per order Tight SAP integration DEPLOYMENT DETAILS

8. Results Salesforce has allowed us to stay lean in explosive growth 200 to 680+ employee in 3 years Headcount for product development not operations One view of customer is optimizing field headcount growth Consistently collect data for quality management AppExchange has allowed us to model the tool to our business Higher customer satisfaction with customer cases and portal Marketing leading products that work as one coordinated whole

9. Software Development Process Developers create branches Use scripts to link CRs Branches have a list of the CRs and fields for comments. Managers approve branches Approvals are linked to branches and enforce fields. SCM merges branches Builds are the result CRs fixed in a build Customer interested in CR .

10. CaseWatcher – Notification rules We needed a flexible way for users to be notified of changes Triggered by Cases linked to a Team, Component, TC or user Watches certain fields and sends email immediately or digest

11. PAM SHELTON PROJECT MANAGER [email_address]

12. Chevron Corporation One of the world's largest integrated energy companies International leader in finding, producing, and marketing oil and gas, as well as other energy products Does business in 180 countries INDUSTRY: Energy EMPLOYEES: 53,000 GEOGRAPHY: Global PRODUCT(S) USED: Sales, Service & Support, Outlook edition, Custom-built applications # USERS: Approx. 250 Sales Service & Support Global Aviation Expense Tracker Quote Line Items Mass Update Related Oppty.

13. Key Challenges Business Challenge Improve bid to contract process Eliminate duplicate manual processes Improve profitability analysis Increase customer, competitor and market intelligence Standardize processes globally Improve compliance Technology Challenge Replace unstable, older Excel-based technology Integration of data globally Inefficiency Higher costs Reduced revenue Regional vs. global view

14. The Proposed Solution How will we address the challenges? Standardize processes globally Automate manual processes Provide analytical capabilities to improve profits Provide Sales planning and analysis Integrate data in a single system Chevron Global Aviation Products – Aviation fuel 125 Users Integration with SAP and internal systems Training – Power users and project team members DEPLOYMENT DETAILS

15. Solution Overview Department: Chevron Global Aviation # Users: 125 Key Requirements Standardize processes globally Automate manual processes Provide analytical capabilities to improve profits Provide sales planning and analysis Integrate data in a single system Key Benefits Capitalize on new revenue opportunities Reduce costs through operational efficiencies Improve organizational capability Improved SOX compliance

16. JOHN MERRILL Sales Systems Manager [email_address]

17. Company Introduction Optimum Lightpath Business telecom 4,000+ miles of fiber optic network 400+ employees 350+ Salesforce users Approx. $150,000,000 in annual sales PRODUCT(S) USED: SFA Service & Support 3 self deployed AppExchange applications Web to Case, Web to Lead, “Web To Survey” Sales Service & Support Product Management Event Management Add Comments Send Updates Sales Executive Account Intelligence

18. 3. New Build-out. Unlit and outside our foot print. Substantial survey and capital required 1. Lit Building . Location is already part of our fiber network and generating revenue. $ $ 2. Target Building. Location is unlit, but within our network footprint. Minimal survey and capital required. How the Fiber Business Works: 3 Types of Buildings REVENUE MINIMAL COST SUBSTANTIAL COST $ $ $

19. Key Challenges Business Challenge Identify opportunities in network footprint Maximize network penetration Manage installation turn-around to maximize revenue. Technology Challenge Cost effectively manage centralized data repository Facilitate location-based forecasting and revenue reporting Better target network deployment High Costs Reduced revenue Inefficiency Low customer service

20. The Solution Created custom object for Buildings that associates with Leads, Accounts, Opportunities Built out and centralized business processes to centralize and expose data Encouraged adoption of: increased access to centralized interdepartmental data. dynamic alert functionality Created 126 custom data points and imported legacy data Trained 20 people (5 departments) Developed alerts, dashboards, reports and processes pushing data out to drive revenue enhancing activity and maximize resource allocation. DEPLOYMENT DETAILS IT Development Platform

21. LEADS (Tenants) Status? Account Billing Revenue $$$ Building Penetration Revenue Pending Construction Installed Revenue Equipment Costs “ Qualified” Prospects? Potential $$$? Products? Processes Mapping Survey Electronics Survey Construction Survey Opportunity

22. Results: 40% Improvement in Survey Turnaround Time

23. Results: Ability to Accurately Quantify Building Revenue, both Pending and Real-Time Opportunities In Buildings Pending Construction Completion By State/Revenue/# of Deals Real-Time Building Revenue

24. Results: Automatically Initiate Campaigns for Tenants in Lit Buildings (the low-hanging fruit) Use of workflow, lead routing and reporting Lit Building Leads Status Dashboard

25. Results: Easily Model Business Cases for Build ROI Survey Process Stats 1) 2) 3) Building Funnel Build Costs

26. CHIP VANEK DIRECTOR OF CORPORATE & CRM APPLICATIONS PAM SHELTON SPEAKER TITLE HERE JOHN MERRILL SALES SYSTEM MANAGER Q&A Session

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