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Een kennismaking met het bedrijf en de producten
Samengesteld door Richard ClaassensArchitectuur
Bijeenkomst Platform Architectuur ProductenDatum 14-02-2012
In June 2004, the company went public on the New York Stock Exchange under the stock symbol CRM, raising US$110 million
1999 2004 2012
Over Salesforce.com
The Company was founded in March 1999 by former Oracle executive Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez as a company specializing in software as a service (SaaS). Harris, Moellenhoff and Dominguez, three software developers previously at Clarify, wrote the initial sales automation software.
Type public company (NYSE: CRM)S&P 500 Component
Industry On-demand softwareFounded California 1999Founder(s) Marc Benioff
Parker HarrisHeadquarters One Market Plaza
San FranciscoKey people Marc Benioff
(Chairman & CEO)Parker Harris(Exec. VP of Technology)
Revenue ▲US$1.657 billion (FY 2011)Operating income ▲US$97.50 million (FY 2011)Net income ▲US$64.47 million (FY 2011)Employees Approx. 6,000 (2011)Website salesforce.com
Marc Benioff Parker Harris
Oprichting tot nu
Estimating: the revenue per paying subscriber per month is around $60
Over Salesforce.comEigen ontwikkelingen in combinatie met oplossingen door acquisities
How has Salesforce gone from small web based CRM to a market powerhouse in 5 years? By spending cash! And not just on development of new features but by acquiring a stable of companies that compliment their company’s vision and strategy
Multi-tenant kernel
The vision:Making business applications as easy to use as Amazon.com
At the heart of salesforce.com’s success has been its multi-tenant model. This software architecture approach is ideally suited for the on-demand market and supporting a multivendor integration and distribution environment
Two key benefits for the cloud provider
▲Efficiency and Sustainable Scalability:With a multi-tenant architecture, cloud providers have the ability to ensure the lowest cost of service delivery. Because practically no new software resources are required for each incremental customer, the cost of on-boarding a new customer begins to approach zero at full scale, resulting in ever-increasing marginal revenue associated with each new customer .
▲Dramatic reduction in operational cost and complexity over the product lifecycle Since application upgrades can be applied to all tenants by simply upgrading the single instance of the application, the cost savings fall directly to the bottom line.
0.2 0.03
1.35
CO2 Emissie - gram CO2 per transactie
On-premise Software
Wattuur per transactie statististieken zijn omgerekend naar gram CO2 per transactie
90% reductie
Multi-tenant kernel | een van de voordelen
►Een lage footprint
2011 ► 7,500 transactions per second.
Chatterbesloten sociaal netwerk voor het bedrijf
Sales Cloudverkoopteam automatisering en contactbeheer
Service Cloud klantenservice en -ondersteuning
Radian6monitoren van en betrokken zijn bij sociale media
AppExchangemarktplaats voor bedrijfsbrede cloud computing-applicaties
touch.salesforce.com app’s creëren op touch devices voor alle Salesforce en oorspronkelijke Force.com apps.(HTML5)
Open APIs Het aanroepen van functionaliteit vanuit andere applicaties op basis van de protocollen SOAP & REST en data formats XML & JSON
*)A polyglot is a computer program or script written in a valid form of multiple programming languages, which performs the same operations or output independent of the programming language used to compile or interpret it.
Platform overzicht 2012
Force.comapplicatie-ontwikkeling op maat in de programmeertaal APEX.
Database.com een enterprise cloud database
Herokueen agile polyglot*) programmeer and hosting platform voor programmeertalen: Ruby, Node.js, Clojure, Java, Python, and Scala
Data.com een database met actuele, downloadbare en volledige bedrijfs- en contactpersoongegevens. Deze database is beschikbaar direct vanuit de Sales Cloud.
Platform overzicht 2012 | Service cloud
Agent Chat Is een privé en veilig sociaal netwerk van uw bedrijfmedewerkers. Agents kunnen op allerlei lagen en met experts samenwerken in het bedrijf.
KnowledgeHet is een bedrijfsbrede knowledge base die gebruikt maakt van dimensietechnologie voor het vinden en leveren van antwoorden op maat aan klanten in elk kanaal.
Social communitiesHet faciliteren van sociale communities waar klanten elkaar kunnen helpen.
SearchZorgt ervoor dat uw klanten antwoorden vinden als ze op internet zoeken.
PartnersKlantenservice functionaliteit en data aan partners beschikbaar stellen om gezamenlijk de klant te kunnen bedienen.
Contracts & entitlementsContracten en rechtenBewaakt interne reactietijden om aan de SLA te kunnen voldoen waar een klant recht op heeft.
Emaile-mailtools om email naar agents te distribueren en efficiënt te beantwoorden.
Call scriptingVisual scripts om Callagents bij het geprek met de klant te assisteren en voor workflows om werkzaamheden tussen medewerkers te coördineren.
Dashboard & reportsDashboard en rapportages op basis van real-time data.
Social Monitoringmonitoren van conversaties op Facebook, Twitter, YouTube, LinkedIn, blogs en online communities, sociale profielen van uw klanten en ondersteuning van cases in sociale media.
Contact CenterEen allesomvattende user interface voor de agent waarbij het kanaal niet meer centraal staat. Telefonie, chat, email worden allemaal door dezelfde medewerker behandeld en kunnen worden gecombineerd
Social analyticsReal-time inzichtenvan conversaties op Facebook, Twitter, YouTube, LinkedIn, blogs en online communities.
Platform overzicht 2012 | Infrastructuur eigenschappen en onderdelen
*) VMforce is an enterprise cloud for Java developers and is jointly delivered by salesforce.com and VMware
*)
Platform overzicht 2012 | Infrastructuur
Ou
rIn
frastructu
re
Metadata
Multi-Tenant Application Code BaseApex Multi-version Virtual Machine
Yo
ur C
od
e
Java-like syntax
Strongly typed
Transactional
Object Oriented
Collections
Database-focused
Schema Aware
Governed
Secured
Testing
Visualforce is a framework that allows developers to build sophisticated, custom user interfaces that can be hosted natively on the Force.com platform. The Visualforce framework includes a tag-based markup language, similar to HTML
Apex Code is designed explicitly for expressing business logic and manipulating data, rather than generically supporting other programming tasks such as user interfaces and interaction. Apex Code is therefore conceptually closer to the stored procedure languages common in traditional database environments, such as PL/SQL and Transact-SQL
Spring'12 is the 38th major product release in 13 years
Platform overzicht 2012 | Infrastructuur
No Customers left behindEvery customer on the latest version of salesforce.com
All Customizations Upgraded Automatically
Break fix errors
End user experience enhancement with 146.8 release
Planned 146 release
Example
Unscheduled on as needed basis
Weekly for first 3-4 weeks after major releaseEvery other week there after
Approx 3 - 4 per year
Frequency
(No Downtime)
Wednesday evening
(No Downtime)
Friday night, Saturday(North America)
TYPICAL Time of the week
Fix production vulnerabilities
Bug fixes or minor functionality enhancement
Significant new functionality and enhancement
Release objective
E Release
Patch/Dot
Major
Release
• Coding. The heavy lifting of application development is reduced by 78%, savingb1.36 FTEs. While Force.com does provide a procedural language (Apex) similar to Java for the development of custom application logic, the polymorphic characteristics of Force.com allow much of an application to be developed through configuration setting rather than code. This accounts for the dramatic reduction in coding time.
• "Configuration. 25% of the companies responded that configuration time was essentially zero (reduced 60% overall).
• Assembly and integration. As with coding the simpler development structure supported with tools reduced requirements for assembly and integration by 81%.
• "Deployment. Deployment effort was essentially reduced to the push of a button.
Force.com | productiviteit van het ontwikkelplatform
Sprint
Level3AboveNet
MCI
Edge Routers Edge Routers
EquinixExchange
SiSi SiSi
Server VLAN Switches/Firewalls
RedundantLoad Balancers
RedundantFirewalls
RedundantCore Switches
NTT
Data centers en netwerk
• Carrier-class and carrier-neutral model: multiple transit vendors
AboveNet
MCI
Level 3
NTT
Equinix Exchange
Sprint
• Multi-gigabit IP transit for external customer service
• Lightning-fast performance worldwide
Data centers located at core Internet hubs
Access to thousands of global Internet peering points delivering global high performance access
Private peering with key carriers and partners (15+)
• MPLS/VPLS based backbone
Enables near real-time replication for availability and disaster recovery
Dec 15 2011Salesforce.com's first data center in Japan
Challenge
•The Japan Post Network has 24,000 post offices nationwide and is Japan’s largest bank, with 100+ million clients
•Privatized in 2007, Japan Post needed technology to streamline business processes and compete in new markets with minimal IT resources
•The company also needed to create an exclusive system for the newly established Japan Post Service Company that integrated the systems of the three existing companies: Postal Savings, Postal Life Insurance, and Postal Service
•The new platform had to support 6+ million insurance policies for Japan Post Insurance and 14 billion mail packages annually for Japan Post Service
Solution•Chose the Force.com cloud platform for its ability to adapt to Japan Post’s business, its fast deployment, and its popularity with users•Built 15 custom applications for banking, insurance, and mail business•New applications included:•A retail banking compliance application•A customer inquiry management application•Applications can be accessed from any of the 24,000 offices•Made extensive use of custom objects, Force.com code (Apex)•The interface and tabs can also be easily customized, even after deployment
Case : Japan Post Network
Results•Achieved a 360 view of the business for more-accurate business assessment and planning•Declarative development environment enabled rapid development•Real-time reports and dashboards track key performance metrics and provide transparency into the process•Management now has real-time visibility into business processes using reports and the dashboard
Japan Post Network builds 15 custom apps for 75,000 users at 24,000 post offices on Force.com