boosting your business with salesforce 7th november 2013
DESCRIPTION
The implementation of your Salesforce solution is just the beginning of the journey. Salesforce enables you to increase revenue, enhance customer satisfaction and drive user adoption. With quick access to records, reports, and automation of many keys day-to-day tasks, it's the surest way to give your business the boost it needs to stay ahead of the competition. This presentation will cover how to drive all value available from your Salesforce solution: - Maximise your return on investment - Improve your sales productivity by closing deals faster - Encourage your employees with simple interfaces - Gain better customer insight to build loyalty and increase satisfactionTRANSCRIPT
HelloBoosting your Business with Salesforce.com7th November 2013
agenda
Introduction
Key Note
Sales Cloud
Service Cloud
Engaging a Salesforce Partner
DEVELOPERCERTIFIED
SALES CLOUDCERTIFIED194 SALESFORCE
CERTIFICATIONS
at a glanceTquila by the numbers
14NATIVELANGUAGES
2729 SERVICE CLOUDCERTIFIED 82
+311%REVENUE GROWTH2011/2012
167EMPLOYEESGLOBALLY
4KEY GEOGRAPHIES: UK,GERMANY, INDIA & JAPAN
©Tquila | Client Name | Date
©Tquila | Client Name | Date
why we’re different
OUR COMPANY
15%OF ALL UK CERTIFICATIONSARE IN TQUILA
1 of 3MVPs IN THE UK
2 of 8CERTIFIED TAs IN EMEA
230+MAN-YEARS OF SALESFORCE EXPERIENCE
ONLY SALESFORCE PRODUCT DEVELOPMENT PARTNER IN EMEA
TQUILA LABSWE’VE DEVELOPED LOW-RISK, LOW-COST ACCELERATORS
UXONLY PURE-PLAY SALESFORCE COMPANY WITH A DEDICATED USER EXPERIENCE TEAM
TECHNICAL LEADERSHIP
SALESFORCE PLATINUM PARTNER SINCE THE PROGRAMME LAUNCHED
HEROKU PLATINUM PARTNER
10%SALESFORCE OWNED
Many customers fail to drive all the
value available from Salesforce
how we helpCompanies leverage value Integration with complex back-end systems
Help create better insight
Help you make better decisions
Challenge your processes
Rapid delivery decreases time to value
Design experiences that users love
©Tquila | Client Name | Date
Connect with your customers in a whole new Way
Become a Customer Become a Customer CompanyCompany
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.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, 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, risks associated with 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 quarter. This document and others 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 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.
Small businesses are driving the economy
13+Million People in the UK
69%of customers have taken their business elsewhere over the past year due to a poor customer experience
Source: Accenture, “Defining Customer Experiences that Enable High Performance”
And delivering great experiences is paramount
But small businesses already have their hands full
Drivinggrowth
Managing Scale
Keeping Up Daily Operations
How can small businesses deliver engaging customer experiences AND grow your business?
Become a Customer Company: Connect with Customers and Grow Your Business With Salesforce
ConnectedProductsConnectedProducts
ConnectedCustomersConnectedCustomers
ConnectedPartners
ConnectedPartners
Connected
Employees
Connected
Employees
Mobile
SocialCommunity
Cloud
Our Mission:Cloud Computing Driver, Catalyst and Evangelist
Mainframe Enterprise Cloud ComputingClient/Server
Today1960s 1980s
Our Cloud Technology Is Unlocking Amazing Value
No HardwareNo
Software
EasyFastAuto
UpgradesScalable
OpenAny
DeviceData Portability
FlexibleApp
MarketplaceExtensible
TrustedTransparency
Real-time Status
#1 in Cloud Computing and Customer Relationship Management
#2 Highest Performing
#1 Sales, Service,
Marketing Product
#1 Cloud Computing
Market Share
#1 Innovation
2011, 2012
#1 Innovation
#1 World’s #1
CRM System
Expanding Our Presence in Europe
Salesforce European Data CentreSigned Agreement with NTT
Support for Our Fastest Growing Region
Opening in early 2014
Located in United Kingdom
ADD INNOVATIO
N CHALLENGE
!
5M€ Challenge for European Start-ups
www.salesforce.com/uk/Challenge
Mainframe
Computing
MiniComputi
ng
A Technology Revolution
Client Server
Computing
CloudComputing
SocialNetworking
Mobile Computing
1960s 1970s 1980s 1990s 2000s 2010s
Social Mobile Community
Apps Cloud Trust
Customer RevolutionCustomer Revolution
Reach customers and connect employees anywhere
Listen & respond to every conversation on any network
4.5 Billion Aggregate Social Users
1.7 Billion Touch Devices Shipped in 2012
Social & Mobile Revolution
Empower customers, employees, partners
Empower users to take action on their own
terms
Build Customer Loyalty
Create public and private experiences
Apps & Community Revolution
Salesforce.com: #1 Enterprise Cloud Vendor
$111 Billion Industry in 2012
Trusted by businesses of all sizes
Earn the TRUST of customers, employees and partners
Cloud & Trust Revolution
Customer Companies deliver real results
Just ask our some of our customers
Connect Your Sales Team with the World’s #1 Sales Application
Sell as a Team with the Sales Cloud
Missed TargetMissed Target
Hard to Sell as a Team if Sales Process is Broken
LimitedInsights
No lead routing
Poor data quality
No social insights
No mobile access
Hard to find information & experts
Time wasted on emails & approvals
Inconsistent selling process
Limited coaching and feedback
Limited automation
Lack of reporting flexibility
No real-time visibility
Too many spreadsheets
Not Enough Pipeline
Not Enough Time Selling
Underperforming Reps
World’s #1 Sales Application
Close more deals to grow your business
Grow Your Revenue in the Sales Cloud
+28%Sales
+28%Sales
Cloud . Mobile . Social
CompleteInsight
+45%Improved forecast
accuracy
Increase Sales Productivity
+36%Higher
productivity
Grow Pipeline
+38%Improved lead
conversion
Improve Rep Performance
+26%Higher win rate
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
Grow Pipeline
Find and Connect to New Customers Faster
Get more and better leads directly inside Salesforce
Accounts and contacts in one click
Leading business data
Cross-sell and up-sell
+26%Increase in sales
opportunities
Increase Sales Productivity
Sell Anywhere on Any Device with Salesforce Chatter Mobile
Stay productive on the go
+34%Improved sales productivity
with mobile
Connect and collaborate with your team from anywhere
Access CRM data and analytics
Take custom actions specific to your business needs
Improve Rep Performance
Automate Sales Processes
Business process design with drag & drop simplicity
Real-time approvals from Chatter feeds
Automate price approvals, expenses and more
Help your reps take the right actions at the right time
1,800+ cloud & mobile apps
Solutions for every business requirement
Fast and simple access
Extend the Sales Cloud with the AppExchange
Transform your business with powerful apps
1.8 million+Installs
CompleteInsight
User-built dashboards
Drill-down into data
Access insights anywhere
Drive Sales Performance with Real-Time Dashboards
Get a complete picture of your business at a glance
Grow Your Business Along Every Major Metric
Average Percentage Improvements Reported by Customers
LeadConversion
+38%Sales
Productivity
+36%ForecastAccuracy
+45%
WinRate
+26%
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
+28%Sales
Become a Customer Company
Connect with Customers to Deliver Amazing Service Everywhere
#1 in Cloud Computing and CRM
Customer Success
+37%Customer
Satisfaction
TodayMobile
100x1x 1,000x10x
1980sPhone
1990sMulti-Channel
Web Self-service
Expectations of Customer Service Have Changed
2000sSocial
Is Your Service Built for the Social and Mobile Era?
Can your customers connect with you
anytime, anywhere?
Do your agents have tools to respond quickly and make
customers happy?
Do your managers have the right data to make the
best decisions?
Introducing the #1 Customer Service Solution
AgentCollaboration
Motivate & PerformSocial
Transform Your Customer Service with Service Cloud
Delight Your Customers Everywhere
Turn Your Agents into Superheroes
Help Your Managers Make Informed Decisions
Phone & Email
Communities Agent Console
KnowledgeBase
Analytics MobileWeb Self-service
Delight Your Customers Everywhere
Meet customers where they are
Consistent experience across traditional and social channels
Empower customers to help themselves with knowledge
Give customers a personalized experience
Increase satisfied self-service resolutions & build loyalty
+34%Increase in customer retention
Social CommunitiesPhone & Email Web Self-
service
KLM Reinvents Customer Service with SocialPart of $24B European airline
60 Agent Social Media Engagement Hub
Social Profile used for KLM Surprise
Reduced first call resolution rate to 1 hour
The best Digital Marketing NIMA Award
Turn Your Agents into Superheroes
Reduce swivel chair with next generation console
Collaborate and swarm to resolve cases
Close cases faster with knowledge base
Integrated to backend systems
Give agents the tools to be fast and effective
+40%Increase in agent productivity
AgentCollaboration
Communities Agent Console
KnowledgeBase
Cars.com Increases Agent Productivity
Agent productivity increased by 50%
Case handling time decreased by 26%
Overall agent workload increased 33%
Salesforce.com was the core of the operation. We now have a much happier workforce.- David Corken VP, Operations, cars.com
Help Your Managers Make Informed Decisions
Keep track of your business with powerful analytics
Greater insight with mobile, real-time dashboards
Improve support team performance and motivation
Empower front line managers with analytics to improve performance
35%Decrease in support costs
Analytics MobileMotivate &
Perform
Integrate with back-office applications
Extend your service process to meet your needs with ISVs
Support seasonality and global service
Automate service processes and workflows
Innovate with enterprise security, reliability and scale
71 billion+Transactions per quarter
Extend and Scale Your Business
Decrease in Support Costs
35%+37%
CustomerRetention
+34%
Faster Case Resolution
Grow Customer Satisfaction Across Every Major Metric
Agent Productivity
+40%
Average Percentage Improvements Reported by CustomersSource: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
+37%Customer
Satisfaction
Engaging a Salesforce partner
Tquila Delivery Framework
Delivering value regularly in managed iterations.
Delivering value regularly in managed iterations.
Engaging Stakeholders.
Engaging Stakeholders.
Full Service
ConsultancyConsultancy
Managed ServicesManaged Services
SupportSupport
Tquila RolesWho Role
TBC Senior Consultant•Day-to-day execution of project tasks•Facilitate workshops and design sessions•Internal project communications and status
TBC Consultant•Engage in workshops and design sessions•Development of specifications•Training and testing
TBC Technical Architect/Developer•Leads creation of customizations and integrations•Ensures data model integrity
Customer RolesWho Role
TBC Executive Sponsor•Project champion and visionary•Assures project has resources to deliver•Leads steering committee of governance board
TBC Project Owner/Manager•Day-to-day execution of project tasks•Marshalls client resources for all project activities•Overall project communications and status
TBC Subject Matter Experts•Knowledge of business processes/customers•Engages in requirements and configuration decisions
TBC Systems Administrator or Power User•Learns Salesforce.com to assist in configuration and manages ongoing operation•May be business or technology focused role
Agile Methodology
• Issued weekly• Summary of achievements
during the current week• Summary of plans for the
following week• Overall status of project vs plan• Financial statement• Highlights risks and issues for
management attention
Tquila Implementation Plan Template
1 2 3 4 5 6 7 8 9 10 11Tquila Implementation of Salesforce.com
Phase 1 - Define 3 3 0 0 0 0 0 0 0 0 0Sales handover 1Kickoff call 1Send workshop advance materials 1Conduct process workshops 1Follow-up and document prep 1Send final discovery workbook and charter 1
Phase 2 - Design 0 1 3 5 3 0 0 0 0 0 0Schedule and prep design workshops 1Conduct design workshops
CRM goals 1Sales cloud 1Service cloud 1
Analysis and prepare specificationsSystem configuration 1Customizations 1Data management 1Intregrations 1
Create system testing plan 1Create user adoption.training plan 1Send specs/plans to client for review 1Client signoff on design (via workshop if needed) 1
Phase 3 - Develop 0 0 0 0 0 7 4 4 1 0 0Project spec review with dev leader 1Secure resources and plan dev effort 1Implement config checklist in system 1Manage dev activity
Week 1Daily scrums 1Dev effort 1Reviews with consultants/clients 1
Week 2Daily scrums 1Dev effort 1Reviews with consultants/clients 1
Week NDaily scrums 1Dev effort 1Reviews with consultants/clients 1
Conduct system testing per plan 1Create training curriculum 1 1Conduct system signoff with client 1
Phase 4 - Deploy 0 0 0 0 0 0 0 0 2 3 4Prepare go live plan/checklist 1Conduct training
Invitations/scheduling 1Class 1 1Class 2 1Class N 1
Go Live per checklist 1Provide post go live support 1Transition to managed services 1Secure client reference 1
Week
Project Operations: status reporting
Typical SMB Engagements
•New Implementation
•Further Development
•Consultation
•Training
•Support
•Communities & Mobile