Emerging Trends in Cloud ArchitectureSocial, Mobile, Connected

Trey RoldanDirector, Strategic Projects@treyroldan

Doug KamradtSr. Director, Program Architect@dougkamradt

Agenda

• Socialize

• Introductions

• Video

• Begin presentation

Trey Roldan

• Based out of SF / Dog Patch• 2 Kids

• 5/yr Victorian Bulldog• 2.5/yr Boy

• Passionate about all things tech • Salesforce Developer & Architect• Extensive Data & Integration Background

• Crossfit Enthusiast

@treyroldan

Doug Kamradt

Eight years with SFDCEighteen as Entreprenuer

Love the water

and the journey

Married, Kids

@dougkamradt

Audience Introductions

• Name

• Company

• Role

• Key Takeaway

Video

http://www.youtube.com/watch?v=jv25DodsoFo

Third Wave of Computing:“Internet of Things”

LAN/WAN

Client

Server

Millions

SNA

Mainframe

Terminal

Thousands

LTE

Cloud

Social . Mobile . Cloud .

Connected

50 Billion Connected “Things”

Behind every is a customer.thing

device

lead

app

post

Service ticket

chat

Insights

community

Intelligence

Build Your Social PipelineListen for the point of need and turn social product inquiries into leads

Sell Smarter with Social Sales IntelligenceListen to what’s being said about specific customers and industries on the social web

Get Competitive InsightsCapitalize on your competitor’s vulnerabilities and turn competitive issues into opportunities

Behind every customer is a social connection

Any Social Channel w Real-Time Engagement w Integrate with Leads and Opportunities

The intelligence we’ve gathered through social media monitoring has been invaluable.

“”

Dell Generates Leads

Tracks 22,000+ conversations / day

Monitors in 11 languages

Found Twitter reach greater than top 12

newspapers in U.S.

Generated $6.5M Sales through Social Media

Geoff KnoxSupervisor, Global Operations Community Team

Radian6 has transformed the way we bring consumer insights into the culture of Pepsi Co.

Pepsi Measures Marketing Feedback

Launched “Refresh Everything” Campaign

Monitored thousands of conversations overnight

Immediate feedback in Radian6

Changed ad spend for follow-up campaign

“”B. Bonin Bough

Global Director of Digital and Social Media

Caterpillar tracks B2B Social Media ROI with Radian6

Global industrial giant with purely B2B base

Tracks all social media marketing

Found positive ROI from social media efforts

Brand awareness, leads and service

We have pretty solid metrics that are proving the case for importance of social media in the industries where we participate….we are seeing positive momentum.

“

”Brian StokoeSocial Media Program Manager

Monitor Any Social ConversationMonitor real-time customer issues on Twitter, Facebook

Auto-Convert Tweets/Posts to CasesAuto-create cases using business workflow rules

Auto-Assign Cases to Expert Agents Prioritize incoming issues into agents’ queues

Resolve Cases On Any Social ChannelRespond to customers on their favorite social channel

Deliver Amazing Social Customer Service

Any Social Channel w Real-Time Engagement w Integrate with Case Management

CIO’s are Focused on Filling the Mobile App Gap in 2013

Mobile Apps Are Critical

Mobile Apps Deployed

60%

40%

20%

Mobile App Gap

Less than

1/2have

deployed apps

Perc

ent

of

Resp

ond

ents

Deploying Salesforce onto Mobile Devices is Priority #1 in 2013

Source: Salesforce.com Research conducted May 2013 by an independent third-party Confirmit. Number of responses = 8,557 votes from 462 Enterprise sales account

contacts.

Source: Economist 2013. 1,300 Global Executives Surveyed

Our Customers See Measurable Benefit

15

Mobile Users are 29% more productive

Mobile Users are 4X more engaged

Source: ComScore

Source: 5,500 Customers Surveyed

Two Great Ways to Build Your Mobile Portfolio

Salesforce1 Mobile AppConfigurable by Admins out of the box

Custom Mobile AppsBuilt by Developers with our Mobile Services

For employee facing apps For customer-facing experiences

All built on the Salesforce1 Platform

Standards-Based, Secure, and OSS

What’s an iBeacon?

• Standalone Bluetooth LE Device

• Constant Signal Broadcast

iBeacon Implementation

Conceptual Architecture Future State

The Connected World

ConnectedCustomers

ConnectedPartnersConnected

EmployeesConnected

Devices

ConnectedProducts

Embedding customer service into all Philips products

“Focus on the Customer” vision built on Salesforce

Deep Salesforce & SAP integration

Philips Connects Customers and Products with Salesforce

- Jeroen Tas, Global CIO

“Salesforce is helping us become a customer-centric company.”- Jeroen Tas, Global CIO

Sony Builds a Single View of Their Customers with Salesforce

Launched PS4 & player community integrated with Salesforce

Complete visibility into the customer journey

Engaging and publishing relevant content across mobile, social

and in-game experience

Lessons Learned

• Social discoveries are common

• Choose a flexible architecture

• Iterate

• Incorporate learnings going forward

• Plan for analytics up front

• That may include big data

Q & A

• What other technology trends are folks seeing?

• Big data uses?

• Single sign-on approaches• SAML, Oauth, tools

• Integration• Opensource tools

• Rest vs SOAP