- 1. Going Global:How to Take Your Implementation Global Hernan
Vera Ryder Scott Rames Dimension Data Steve Root salesforce.com
Admin II: Advancing to the Next Level
2. Safe Harbor Statement
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statements including but not limited to statements concerning the
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operating results and cash flows, rate of growth and anticipated
revenue run rate, errors, interruptions or delays in our service or
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losses, the possibility that we will not remain profitable, breach
of our security measures, the emerging market in which we operate,
our relatively limited operating history, our ability to hire,
retain and motivate our employees and manage our growth,
competition, our ability to continue to release and gain customer
acceptance of new and improved versions of our service, customer
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Salesforce.com, inc. assumes no obligation and does not intend to
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3. Agenda
- Ryders experience when planning to take their Salesforce
instance global
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- Hernan Vera Senior Director of Marketing, Global Supply Chain
Solutions
- What Dimension Data did to insure continued global success
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- Scott Rames Global Sales Automation Director
4. Key Take-a-ways From This Session:
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- What should you plan for initially?
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- Considerations for on-going change management &
support
5. Salesforce Capabilities for Global Deployments
- Historical currency exchange rates!
- Multi-lingual AppExchange packages
- 15 supported languages (Russian added)
6. Hernan Vera Senior Director of Marketing, Global Supply Chain
Solutions [email_address] 7. About Ryder
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- INDUSTRY : logistics, supply chain and transportation
management solutions
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- GEOGRAPHY : Global (Concentration in the U.S., Canada, Mexico,
Brazil, Argentina, Chile, UK, Germany, Singapore, China)
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- # USERS : 200+, 12 currencies
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- PRODUCT(S) USED : Salesforce SFA, Force.com Mobile, Territory
Management, 11 downloaded AppExchange applications
Ryder is a Fortune 500 provider of leading-edge transportation,
logistics and supply chain management solutions worldwide. 8.
Challenges Faced - Preparing to Go Global
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- International business units operating autonomously
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- Inconsistent nomenclature and processes
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- Mix of English and native speakers
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- Formal sales processes immature
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- Global Account Management push stalled
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- No common platform for Account management, pipeline management,
contract management
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- Implementing Salesforce domestically before International
9. The Solution
- How did we address these challenges?
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- Developed data model up-front
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- Exposed areas with obvious pain to influencers and
decision-makers
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- Phased implementation in by function Finance, then sales
- Tips, tricks & lessons learned
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- Approach International operations that we are flexible
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- Channel them to standardized process
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- Give a little on small things
10. Some Tidbits About Our Deployment
- Didnt use the Translation Workbench
- Multi-Currency is deployed
- Outsourced Admin and Premier support to salesforce.com
- We will deploy delegated administration
- Most advances in success from continued tightening of
management focus
11. The Dark Side They Dont Tell You About
- Private sharing model in matrixed structure
- The Sharing manually-intensive and difficult to maintain.
- Account ownership can take many forms and can limit or
emancipate you
- My versus All reporting feature maybe critical to adoption
12. They Now Also Have A Big Flashlight
- Territory Management is a very powerful
- Grouping accounts provide unique access for individuals
- Territory Management is powerful, but risky..
- Extremely flexible but, no going back
- Not just for global deployments
13. Thou Shalt Not
- Plan on deploying Internationally without a solid data
model/data strategy
- Deploy without actively engaging relevant functions in advance
to listen to feedback
- Customize for a Region or Country that will result in core
differences
- Deploy without multiple training modes (face-to-face, Web
conference, online)
14. Success! Results
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- All countries maintain their Accounts, Contract, Contacts and
Opportunities within Salesforce
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- We produce a global pipeline report
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- Visibility has allowed us to in-country validate execution
versus global strategy
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- Global Account Management Initiative has traction
15. Scott Rames Global Sales Automation Director Dimension Data
[email_address] 16. About Dimension Data
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- INDUSTRY : Systems Integrator
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- GEOGRAPHY : Global 38 Countries with Partners in over 100
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- # USERS : 1,655, 10 languages, 16 currencies
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- PRODUCTS USED : Salesforce SFA, Call Center & Marketing, 9
downloaded AppExchange applications,Exploring PRM and ERP
Integrations
A specialist IT services and solution provider that helps
clients plan, build and support their IT infrastructures. 17.
Achievements Dimension Data manages over US$12.5bn of network
infrastructure globally, through 6 Global Service Centres Dimension
Data has implemented more than 10,000 security solutions for over
5,000 clients in 38 countries Dimension Data manages over 7,700
servers and a petabyte of data globally Dimension Data has built
more than 2,000 IP networks, and deployed more than 500,000 IP
handsets globally In 2005, Dimension Data facilitated over 6
billion of our clients conversations with their customers in call
and contact centres built by our experts around the world 18.
Challenges Faced Migration Path
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- 70% of Employees Speak a Second Language
19. Challenges Faced -Ongoing Change & Support
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- Needed a Unified Sales Platform that Could Accommodate Regional
Requirements
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- First Completely Global Platform
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- Regional Communication Requirements
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- Locally Managed Sales Teams
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- Regional Business Requirements
20. The Solution Common Requirements
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- Salesforce Trialed in North America
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- Effort Quickly Mirrored in Australia and Asia
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- Regionally Driven Requirements
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- Leveraged ASP Model to Full Extent
21. The Solution Local Requirements
- Regional Initiative Regional Lead Model
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- Local Communications Control
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- Local Management Engagement
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- Natural Change Control Model
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- Local Administration and Training
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- Regional Record Types with Associated Page Layouts
22. What Can be Modified? System Capability
- We Found Salesforce.com to be a Incredibly Dynamic Tool
Workflows User Profiles User Roles New Users Standard Tab
Renaming Custom Objects Field Creation Page Layout Field Security
Dashboards Public Reports Public Groups Field Types Data Visibility
23. The Salesforce.com Golden Rule
- If the Item/Object you would like to Change Can
- another User or Region, a Change Request must be made and
approvedpriorto any work effort.
24. Regional Growth Our Approach Governance CoreFunctionality
E-mail Delivery Opportunity Profiler Data Enrichment E-mail
Delivery Opportunity Profiler Data Enrichment E-mail Delivery
Opportunity Profiler Data Enrichment E-mail Delivery Opportunity
Profiler Data Enrichment E-mail Delivery Opportunity Profiler
Pipeline Pipeline Pipeline Pipeline Pipeline Data Enrichment
Campaign ERP Campaign ERP Campaign ERP Campaign ERP Campaign ERP
25. Framework for Benefits Realisation Understanding
Engagement
- Implement new ways of working
- Sales MeetingsUsing SalesforceReports
Commitment
- If its not inSalesforce itdoesnot exist
Internalisation Awareness
Monitoring Proficiency 5 = Excellent (We do this regularly, with
continuous improvement) 4 = Good (We do this regularly and
systematically) 3 = Average 2 = Poor (We do this irregularly and in
an ad hoc manner) 1 = Non-Existent (We do not do this at all)
Importance 5 = Critical 4 = High Priority 3 = Medium Priority 2 =
Low Priority 1 = My Eyes Glaze Over 26. Success Results and
Findings
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- First Global Pipeline Visibility
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- Significantly Improved Inter-Regional Communications
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- Local Customisation was Possible
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- Local Customisations notAlwaysBest
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- Team Communications Critical
27. Imagine it.Learn it.Use it.
- How to Apply What Youve Learned When You Get Home
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- Leverage Best Practices Across Your Organisation
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- First, Come Together as a Team
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- Speed Can Have Advantages
28. Key Take-a-ways From This Session:
- Design solid data model up front
- Actively engage functional and geographic representatives
- Regional one-off changes may reduce effectiveness
- Follow-the-sun support leverage Premier Support
29. Hernan Vera Director of Marketing Supply Chain Solutions
Scott Rames Global Sales Automation Director Steve Root Customer
Success Manager QUESTION & ANSWER SESSION Ryder Dimension Data
salesforce.com 30. Session Feedback Let us know how were doing!
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31. Want More Detail? Dont miss the companion session Esplanade
308/306 11:30 Admin III: Internationalization: The Multis