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Portal ManiaAdministrators
Darren Kemp: salesforce.comAmee Cooper: VMwareMatt Brady: TransUnion
Safe HarborSafe harbor 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 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.
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Darren Kemp
salesforce.com
What are we talking about today?
Portals Functionality Overview
Implementation Approaches
Approaches to Adoption
Evolving Your Portal / Effective Change Management
What’s coming your way?
Q & A
Reality Check: What is a Portal?
“A door or opening”
“An opening in the walls of a building… and especially a grand entrance to an important structure”.
“…IT deals with the use of computers to store,
manage and communicate information quickly, efficiently and securely”.
A portal is a gateway to your most important structure, your information.
Portals are everywhere!
Web portals on the internet – Multiple services/applications in a single site
Enterprise Portals on company intranets– Internal sites to access company resources
(corporate directories, HR forms, vacation
requests, helpdesk tickets, etc.)
Why are companies using portals?
Reduce Costs– Drive more interactions to the web– Free up resources to focus on your top
customers and partners
Increase Revenue– Provide an exceptional customer experience– Increase collaboration with your partners– Consistent and improved communication driving
everyone’s SUCCESS
Salesforce.com Portals
Partner Portal
Customer Portal
Self-Service Portal
Self Service Portal for Service & Support
Case Management and Knowledge
Base/Solutions
24/7 support offering
Part of your overall customer
experience and web offering
Included with Professional Edition
and above
On demand self service
Customer Portal for Support and more…
Advanced Case Management and Knowledge Base/Solutions
Exposure of custom objects and applications Full customization features: Apex, mashups,
web tabs, VisualForce Support of multiple customer portals, account
hierarchy & sharing rules Customizable home page and branding Personalized customer experience Available in Enterprise and Unlimited Editions
Web 2.0 for the next generation
What’s Coming for Customer Portal?
Ex.: Solving Problem Now
One Flow for Questions and Cases.
One Flow that integrates Community and Customer Service.
What’s Coming for Customer Portal? Ex.: Solving Problem with one Flow
Partner Portal for Channel Effectiveness
Collaboration with your top partners Lead generation, accounts,
opportunities and documents Greater insight into channel
performance Reduce Channel Conflict Increase Partner Productivity
On demand Partner Relationship Management
What’s Coming for Partner Portal?
Summary: Salesforce.com Portals
Self Service Portal
Customer Portal Partner Portal
Availability Professional Edition and above
Enterprise and Unlimited Editions
Enterprise and Unlimited Editions
Object Sharing Cases, Solutions
Cases, Solutions, Activities, Assets,
Documents, Custom Objects, Approvals
Leads, Accounts, Opportunities,
Documents, Custom Objects, Approvals
Multiple Portals
Pricing IncludedAdditional Licenses Required (per user
basis)
Additional Licenses Required (per user
basis)
Please contact your Account Executive for detailed features and pricing.
Amee Cooper
Manager
Adoption, Change Mgmt, & Training
Field Automation and Services Team
Who We AreVMware (NYSE: VMW), the global leader in virtualization and cloud infrastructure, delivers customer-proven solutions that significantly reduce IT complexity and enable more flexible, agile service delivery. VMware accelerates an organization’s transition to cloud computing, while preserving existing IT investments and enabling more efficient, agile service delivery without compromising control. With more than 190,000 customers and 25,000 partners, VMware helps organizations of all sizes lower costs, preserve freedom of choice and energize business through IT while saving energy—financial, human and the Earth’s.
• Founded 1998• Employees: more than 8,200• 2009 Revenue: $2 billion, 5th largest infrastructure software
company• Market Category: Virtualization and Cloud Infrastructure• Products Used:
• Deployed: PRM, CRM • Deploying: Service Cloud• Current Partner Central Usage: 25,000+ Partners, 2,000+
Internal Users
Desire to Improve Ease of Doing Business with VMware
275% growth in Partners from prior year
Corporate Initiative to re-launch Partner Programs
Flexibility to meet yet unchartered needs
Business Driven Project
Ease of Administration
Reliability
Why we needed a new portal vendor
Our Vision: Improve Ease of doing Business with VMware
“One Stop Shop”
Integrations with Oracle EBS, BI, CCI
Personalized, Targeted Content Delivery
Recruit
Enrollment / Registration
Program Management
Competency Management
Develop
Training & Certification
Incentive Programs
Lead Distribution
Deal Registration
Grow
Progression
Competency Achievement
Market Specialization
Partner Locator
Plan
Business Planning
Marketing Development
Fund
Retain
Compliance
Renewal
Our Implementation Timeline2009
Q1 Q2 Q3 Q4
Phase 1
Partner AccountsPartner UsersPartner ProgramsPartner LocatorContentCustom Group Administration SolutionReports / DashboardsIntegrations / SSO Learning Mgmt Solution Partner Rebate Payment Application MDF, Leads, OppReg (Legacy Solution) Downstream Back office Applications
Phase 2
LeadsOpportunity RegistrationAdditional Reports / DashboardsIntegrations / SSO MDF Reporting DBs Marketing Generation Tool
Winter ‘09
Partners: 22,000 Partner Users: 128,000 Internal Users: 2,000+
Our Solution: SFDC Partner PortalTabs
displayed based on Program,
GEO, Individual
Content is managed
and delivered via custom
solution
Our Solution: “One Stop Shop”
Partner University
links to Learning
Mgmt Solution
Look and Feel is supported
throughout Portal – whether SFDC or other Application
Our Solution: SFDC Sites
Our Solution: SFDC Cases
Partners can log a Support
Case from Portal
Partner logs
Case
Workflow routes
appropriate Support
Team
Resolve Partner Issue
Partner can trac
k Case progression via Portal
Key Success Factors / Lessons Learned
Senior Management support and participation
Partner Participation should be throughout the entire
Project lifecycle
Keep objective foremost in mind
Select System Integrator expertise specific to needs
Keep it simple
Build excitement with realistic expectations
It takes a village…
Adoption / Feedback
75%Increase of logins by Partner Users
Partner participation in education, benefits, entitlements,
and program promotion increased dramatically
Partner quotes:
The new Partner Central is the best vendor website /
tool to date.
To the guys that designed the new Partner Central.
That search engine with filtering is priceless.
FieldOps
Teams
Qualification Process
Project(s)Project(s)Project SDLC
Project(s)Project(s)Maintenance
Releases(Bugs, Quick Wins andMinor Enhancements)
Support & Maintenance
Track
Weekly/bi-weekly releases
Quarterly/major releases
Enhancementsor
Ideas
Production Issues
Business Strategy Drivers
Submission Qualification/Prioritization Execution
Project Track
Change Management Lifecycle
July 2009Partner Central – Infrastructure, Programs, Partner Locator
SFDC Eco-System Evolution
November 2009Partner Central – Entitlements
May 2010Sales Force Automation
COMING SOON: Spring 2011Services & Support
Director, Sales Automation
Matt Brady
Who We AreTransUnion is a global leader in credit and information management. For more than 30 years, we have worked with businesses and consumers to gather, analyze and deliver the critical information needed to build strong economies throughout the world.
• INDUSTRY: Financial Services
• EMPLOYEES: 3,000
• GEOGRAPHY: Global
• # USERS: 625
• PRODUCT(S) USED:
• Sales Cloud (Marketing, Sales, Analytics, Workflow)
• Service Cloud (Call Center, Customer Portal, Email,
Partner Portal, SF-to-SF, Community)
• Custom Cloud (Apex, VisualForce, Sites, Content,
numerous custom applications)
Streamline Customer Registrations
Business drivers:
Allow applicant to sign agreement packet electronically
Simplify applicant process to submit paper documents
Solution options:
Manual / In-Person
Mail / Fax
Online / Electronic
Customizedstyle sheet
Applicant portal
Dynamiccontent
Applicant portal
Applicant portal
Multi-page “wizard”
Applicant portal
Fieldvalidations
Applicant portal
Loopinglogic
Applicant portal
Gatedprocess
Applicant portal
Efficientchoices
NEW
Applicant portal
NEW
Applicant portal
NEW
Applicant portal
Expedited response
NEW
Applicant portal
No morefax machine!
NEW
Internal CRM
NEW
ExternalService
Integration
Automated Signature Tracking
Internal CRM
NEW
Integrated Document
Storage
Internal CRM
NEW
Streamline Customer Registrations
Direction:
Enhanced Customer Portal with online signature tool
Converted fax machines to online fax accounts
Lessons Learned:What How
Usability testing Leveraged sandboxes
Live, general training Conducted webinars
On-demand, focused training Created screencasts
Satisfaction tracking Automated surveys
Results
Sales: cycle times, visibility
Operations: centralized, robust
IT: capacity, focus
1 week 1 week 1 week 1 week
14 days>50% reduction
$75K -- $200K savings
Streamline Customer Registrations
Darren Kemp
Principal Support Account Specialist
Amee Cooper
Director - Sales Automation - SFA / CRM
Matt Brady
Director - Sales Automation - SFA / CRM
Question & Answer
Describe the different Portal Offerings
Plan, Plan, Plan
Empower your users
Evolve your Portal
Gear up for what’s coming!
Key Take Aways
D I S C O V E R
Visit Customer Success Team at Campground
Discover
Training
Learning Paths
Experience
Product
Demos
Learn about Customer
Resources
the products, services and resources
Meet Success Experts
S U C C E S S
Find us at the Customer Success Team area of Salesforce.com Campground at Moscone North
Learn about how to win prizes including 10 iPads & more!
that help you achieve
Portal Mania
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