This document discusses extending CRM capabilities through the Salesforce platform. It begins with forward-looking statements and risks, then discusses how successful companies build experiences around customer needs. The rest of the document discusses how the Salesforce platform can be used to power sales, service, marketing, communities, and analytics capabilities to provide a 360-degree view of customers. It also provides examples of companies using the platform for applications like a warehouse management tool.

1. Extending CRM
Build Smart Experiences People Love
Patrik Ros
Platform Sales, Finland

2. Forward-Looking Statements
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.

3. Successful Companies Build Around Their Customers
Sales Service
Marketing
Product
HR Ops
Finance
ITR&D

4. Successful Companies Build Around Their Customers
Sales Service
Marketing
Product
HR Ops
Finance
ITR&D

5. Paavo Kotinurmi
Manager, Customer Operation Services
​ Wärtsilä

6. © Wärtsilä INTERNAL
Going beyond CRM at Wärtsilä
Case Marine Warehouse app
Paavo Kotinurmi
Manager, Customer Operation Services, Wärtsilä IM
10.5.2017 Salesforce essentials6

7. © Wärtsilä INTERNAL7
Our business areas
THIS IS WÄRTSILÄ
ENERGY SOLUTIONS
MARINE SOLUTIONS
SERVICES

8. © Wärtsilä INTERNAL8
A Comprehensive product portfolio
THIS IS WÄRTSILÄ
BALLAST WATER
MANAGEMENT
INERT GAS SYSTEMS OIL SEPARATION
PUMPS & VALVES WASTE, OIL & FRESH
WATER MANAGEMENT
SHIP DESIGN
NAVIGATION
THRUSTERSSEALS, BEARINGS &
STERN TUBES
ENGINES &
GENERATING SETS
GAS SYSTEMS
PROPULSORS & GEARS
EXHAUST GAS CLEANINGAUTOMATION
POWER ELECTRIC
SYSTEMS

9. © Wärtsilä 10.5.2017 [Salesforce essentials9
Sales Service
Marketing
Community
Apps
Analytics
• Custom
solutions for
various
business
processes
• Advanced
reporting for Sales
management
• Sales funnel
management
• Account
management
• Quotation
management
• Campaign
management
• Lead
management
• Customer portal
• Supplier portal
• Quantiparts portal
• Customer case
management
• Customer support
center
• Technical
Knowledge base
• Field Service
resource planning
and work reporting
Platform development driven by
IM in collaboration with
Salesforce certified partners and
IDCI
Provides 360° customer view
Enables core sales and
customer services processes
Agile, flexible and easy to
develop platform
No major upgrade projects
required
Salesforce @ Wärtsilä

10. © Wärtsilä
WAREHOUSE TOOL - BACKGROUND
10.5.2017 Salesforce essentials10
•2008 Finance crisis cancelled many sales projects
•Marine Solutions needed to be able to track products in intermediate
warehouses and change original destinations
•We had recently globally rollout out CRM and had force.com licenses..
•Solution on top of platform
•Centralized database
•Security model (warehouses can see only
their own inventory and internal users can
see complete inventory)
•Remote login
•Reporting
•Original implementation was done in 5 man days
of external work!
•Tool is later on enhanced with integrations

11. © Wärtsilä
SOLUTION LANDSCAPE
Warehouse Tool App
3rd party
intermediate
warehouses
10+
Internal users
Partners
Project Site
(Customer)
Suppliers
Wärtsilä
Delivery
Centers
Logistics
Information

12. © Wärtsilä

13. © Wärtsilä
TAKING USE OF VARIOUS DEVICES
•WoW with Barcode reading
• Tablet PC with Barcode and RFID reader
• Barcode on shelves (Placed On)
•Barcodes on Handling Units (Status update)

14. © Wärtsilä
HACKATHON CASE
•Marine warehouse tool was extended in Wärtsilä Salesforce hackathon April 2016
•Within the 48 hours Wärtsilä team extended the solution with possibility to charge inventory
carrying costs in case of delays
•Possibility to control costs of intermediate warehousing and turn those cost to additional
income
21.3.2016 Customer Operations team14

15. © Wärtsilä
WHY FORCE.COM?
•Quick development - clicks-not-code
•If you make a simple app on Force.com you also get:
•Collaboration
•Integrations
•Reports and dashboards
•Email integration
•Mobility
•Possibility for external access
•Scalability
•Evergreen solution

16. Jan Bol
​ Communities Sales, North Europe

17. Extend Salesforce to Your Entire Ecosystem
Accelerate
Channel Sales
Measure Partner
Performance
Integrate
eCommerce
Deliver Online
Self-Service
Boost Employee
Productivity
Drive Brand
Engagement

18. Leading Brands Are Building
Engaging Online Experiences
B2B E-commerce
Portal
Employee
Community
Channel Sales
Portal
Customer Account
Portal
Trip Planning
Portal
+45%
Increase in CSAT
+43%
Increase in Channel Sales
Customer Service
Community

19. Customer
Community
Online Self-Service
Account Management
Social eCommerce
Ratings & Feedback
Partner
Community
Indirect Sales
Franchise Management
B2B eCommerce
Agents and Brokers
Employee
Community
Social Intranet
HR Helpdesk
Sales Enablement
IT Support
Connecting Customers, Partners and Employees
Increase in CSAT
+45%
Increase in
Channel Sales
+43%
Employee
Engagement
+48%

20. Partners Don’t Have What They Need to Sell Effectively
Partners need the same resources as internal teams
Business Opportunities
Sales Tools & Product Expertise Strategic
Alliance
Regional
PartnershipValue Added
Reseller

21. Today’s Partner Solutions Impair Performance
Reliance on multiple outdated systems makes selling difficult
Widely Dispersed
Information
Archaic
Systems
No Mobile
Access

22. How can you enable partners to sell more,
faster?

23. Sell Faster
Power partners with a mobile responsive home to quickly
identify opportunities, track progress and close deals faster
Sell Smarter
Deliver the BI and automation partners need to sell the right
products, at the right time
Sell Together
Collaborate with partners and connect them to the experts,
content, and support they need to drive revenue
Accelerate Partner Sales from Lead to Close
Lightning Partner Community

24. Turbocharge Partner Sales with the Spring 17’ Release!
Salesforce CPQ Salesforce Wave
Analytics
Audience Targeting
Quickly deliver accurate quotes
and proposals to accelerate
partner sales from lead to cash
Power partners with a data to identify
the opportunities and eliminate friction
in channel sales
Intelligently recommend content
tailored for each region to
personalize the partner experience

25. Salesforce is the Gorilla in the
PRM Market Today
...with more customers and ecosystem partners and
global support resources than other PRM vendors by
an order of magnitude.
Salesforce’s PRM solution, an extension of its
Community Cloud offering, is strongest in some of
the foundational elements of PRM.
The Forrester Wave: PRM Platforms 2016

26. Lightning Partner Community Drives Success
Average Percentage Improvements Reported by Salesforce Customers
+ 46%
Increase in
Partner
Engagement
+ 33%
Deal
Registration
+ 35%
Partner
Collaboration
Increase in
Partner Sales
+ 43%

27. Build Fast With Salesforce
Lightning Bolt
All You Need In One Package
Bolt Solutions contain Lightning components,
CRM data, business logic and custom design.
Infused With Proven Best Practices
20 Bolt Solutions created with the expertise of
leading Salesforce partners.
Tailored To Your Business Needs
Bolt Solutions for multiple industries available on
the AppExchange.