Join Hemy Perry, director of IT and Operations at Valor Computerized Systems to learn how Valor leveraged Salesforce.com to provide a robust support solution.

1. Valor Customer Service Hemy Perry Director of IT & Operations Valor Computerized Systems hemy.perry@valor.com

2. Agenda The business challenge The solution Next steps – looking at the future

3. The business challenge Valor support process Managing a global support organization A complex support matrix (VP Customer service, App Specialists, App Eng.,R&D, PM…) Several Products Spread bysubsidiaries WW The challenge is to manage the support flow in a global organization that supports multiple products running on multiple platforms in different languages, time zone and cultures The goal – to make it work 

4. R&D Application

5. The solution – Salesforce.com Why Salesforce.com? The product One platform to serve Sales & Support (without interfaces between them) On the cloud… No HW, No IT (almost ) It is so easy to go live with SFDC… (IT, HW etc…) The background We failed once with a CRM solution (too much customization, bad performance) It helped to me minimized the requirements from the users The project Management commitment Dedicated team in Valor WW (IT & Users) Project management, Rollout was step by step, one module (roductubsidiary) at a time to gain success & confidence in the system No Shortcuts - Design, Customize, QA, UAT, Training, Go live

7. Sales - Lead to Order

8. Phase II

9. Service –

10. Full service lifecycle management

11. Customer Support Portal

12. Knowledge Base

13. Contracts - Ability to check if customers are under maintenance.

14. Phase III

15. Customer’s maintenance agreements and installed base.

16. Phase IV

17. Professional ServicesEach phase includes implementation in all subsidiaries in the following order:Valor NV, Valor Inc, Valor FE, Valor JP.

18. Salesforce.com – Status & Timeline © 2007 Valor. All trademarks are the property of their respective owners. 7 End of Pilot PS PS vManage Other=>> R&D Products, Contracts, Customer install Base Maint. Renewal Trilogy/ Enterprise Support vManage vPlan , vCheck Customer Portal Sales Americas, EMEA APAC Japan (?)

19. Help Cards – After training…

20. Meet Valor's New Customer Service Portal

21. Status + Next Steps Current Status Sales module Support Module – 1st tier, 2nd tier Talisma (Knowledge Base) – Internal only Enzigma (Attachments management, sync big files locally to the support user) iBolt sync with our web site (new leads) Self Service Portal for Customers Next steps – looking at the future Pilot - R&D for 3rd tier support to use SF instead of existing R&D application Talisma (Knowledge Base) – For External Users Customer Portal? PRM? Mashup with our internal licensing system …