Inside the Enterprise: Case Studies of Customer Apps

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Inside the Enterprise Case Studies of Customer
Apps
Track New AppExchange Developer

• Clara Shih, salesforce.com (Moderator)
• Chip Vanek, Magma Design Automation
• Pam Shelton, Chevron Aviation
• John Merrill, Optimum Lightpath

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CHIP VANEK
Director of Corporate CRM Apps
CHIP_at_MAGMA-DA.COM
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Magma Design Automation, Inc.

• The Fastest Growing Chip Design Software Company
• Customer-Driven Innovation
• Distributed RD and Support Teams Around the World

INDUSTRY EDA Software
EMPLOYEES 680
GEOGRAPHY Global
USERS 600
PRODUCT(S) USED SFA, Service Support, 6
custom apps, 2 customized AppExchange apps
Sales Service Support Marketing Customer Delight
Sales Service Support Development Release
Management Tech Campaigns Library
Requests Finance Products Project Manager PR
Manager Email Campaigns
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Key Challenges

• Business Challenge
• Lack of RD coordination
• Unscalable support process
• Product delivery delays
• Increasing complexity
• Technology Challenge
• One view worldwide
• Integration between systems
• Constant process change

• Rising operating costs
• Inefficiency
• Low customer service
• Missed revenue opportunities

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Software Development Process Solution

• Common view of issues changes
• Capture all customer issues assign
• Link to committed changes in software
• Notify users measure for managers
• Integrate with production flows
• ClearCase and Linux command line
• Mirror with AppExchange objects
• Approval of code reviews
• Result is one view of fixes in build
• Optimize time from fix to delivery

DEPLOYMENT DETAILS

• 8 RD Locations
• 70 RD Teams
• 68 Custom Objects
• 272 RD users
• 135 Product components
• Linux command prompt

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The Order Management Solution

• Quote form from Opportunity
• Capture pricing product guidelines
• Create proposals notify teams
• Quote process to capture key info
• Signed NDA and Contracts
• License delivery support information
• Automated Order processing
• License key generation and delivery
• Update of Customer into SAP
• Load of Order into SAP Sales contract

DEPLOYMENT DETAILS

• 52 Sales People
• 4,000 product SKUs
• 5 quotes per order
• Tight SAP integration

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Results

• Salesforce has allowed us to stay lean in
  explosive growth
• 200 to 680 employee in 3 years
• Headcount for product development not operations
• One view of customer is optimizing field
  headcount growth
• Consistently collect data for quality management
• AppExchange has allowed us to model the tool to
  our business
• Higher customer satisfaction with customer cases
  and portal
• Marketing leading products that work as one
  coordinated whole

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Software Development Process

• Developers create branches
• Use scripts to link CRs
• Branches have a list of the CRs and fields for
  comments.
• Managers approve branches
• Approvals are linked to branches and enforce
  fields.
• SCM merges branches
• Builds are the result
• CRs fixed in a build
• Customer interested in CR.

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CaseWatcher Notification rules

• We needed a flexible way for users to be notified
  of changes
• Triggered by Cases linked to a Team, Component,
  TC or user
• Watches certain fields and sends email
  immediately or digest

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PAM SHELTON
PROJECT MANAGER
PAMELASHELTON_at_CHEVRON.COM
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Chevron Corporation

• One of the world's largest integrated energy
  companies
• International leader in finding, producing, and
  marketing oil and gas, as well as other energy
  products
• Does business in 180 countries

INDUSTRY Energy
EMPLOYEES 53,000
GEOGRAPHY Global
USERS Approx. 250
PRODUCT(S) USED Sales,Service Support,
Outlook edition, Custom-built applications
Sales Service Support Global Aviation Expense
Tracker Quote Line Items Mass Update Related
Oppty.
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Key Challenges

• Business Challenge
• Improve bid to contract process
• Eliminate duplicate manual processes
• Improve profitability analysis
• Increase customer, competitor and market
  intelligence
• Standardize processes globally Improve compliance
• Technology Challenge
• Replace unstable, older Excel-based technology
• Integration of data globally

• Inefficiency
• Higher costs
• Reduced revenue
• Regional vs. global view

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The Proposed Solution

• How will we address the challenges?
• Standardize processes globally
• Automate manual processes
• Provide analytical capabilities to improve
  profits
• Provide Sales planning and analysis
• Integrate data in a single system

DEPLOYMENT DETAILS

• Chevron Global Aviation
• Products Aviation fuel
• 125 Users
• Integration with SAP and internal systems
• Training Power users and project team members

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Solution Overview

• Department Chevron Global Aviation
• Users 125
• Key Requirements
• Standardize processes globally
• Automate manual processes
• Provide analytical capabilities to improve
  profits
• Provide sales planning and analysis
• Integrate data in a single system
• Key Benefits
• Capitalize on new revenue opportunities
• Reduce costs through operational efficiencies
• Improve organizational capability
• Improved SOX compliance

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JOHN MERRILL
Sales Systems Manager
JMERRILL_at_CABLEVISION.COM
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Company Introduction

• Optimum Lightpath
• Business telecom
• 4,000 miles of fiber optic network
• 400 employees
• 350 Salesforce users
• Approx. 150,000,000 in annual sales
• PRODUCT(S) USED
• SFA
• Service Support
• 3 self deployed AppExchange applications
• Web to Case, Web to Lead, Web To Survey

Sales Service Support Product Management Event
Management Add Comments Send Updates Sales
Executive Account Intelligence
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How the Fiber Business Works 3 Types of Buildings
1. Lit Building. Location is already part of our
fiber network and generating revenue.

REVENUE
2. Target Building. Location is unlit, but within
our network footprint. Minimal survey and capital
required.

MINIMAL COST
3. New Build-out. Unlit and outside our foot
print. Substantial survey and capital required
SUBSTANTIAL COST
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Key Challenges

• Business Challenge
• Identify opportunities in network footprint
• Maximize network penetration
• Manage installation turn-around to maximize
  revenue.
• Technology Challenge
• Cost effectively manage centralized data
  repository
• Facilitate location-based forecasting and revenue
  reporting
• Better target network deployment

• High Costs
• Reduced revenue
• Inefficiency
• Low customer service

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The Solution
DEPLOYMENT DETAILS

• Created 126 custom data points and imported
  legacy data
• Trained 20 people (5 departments)
• Developed alerts, dashboards, reports and
  processes pushing data out to drive revenue
  enhancing activity and maximize resource
  allocation.

IT Development Platform

• Created custom object for Buildings that
  associates with Leads, Accounts, Opportunities
• Built out and centralized business processes to
  centralize and expose data
• Encouraged adoption of
• increased access to centralized interdepartmental
  data.
• dynamic alert functionality

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Building Penetration
LEADS (Tenants) Status?
Account Billing Revenue
Opportunity
Revenue Pending Construction Installed Revenue
Equipment Costs
Qualified Prospects? Potential ? Products?
Processes Mapping Survey Electronics Survey
Construction Survey
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Results 40 Improvement in Survey Turnaround
Time
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Results Ability to Accurately Quantify Building
Revenue, both Pending and Real-Time
Opportunities In Buildings Pending Construction
Completion By State/Revenue/ of Deals
Real-Time Building Revenue
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Results Automatically Initiate Campaigns for
Tenants in Lit Buildings (the low-hanging fruit)
Use of workflow, lead routing and reporting
Lit Building Leads Status Dashboard
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Results Easily Model Business Cases for Build ROI
1)
Building Funnel
2)
Build Costs
3)
Survey Process Stats
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QA Session
CHIP VANEK
DIRECTOR OF CORPORATE CRM APPLICATIONS
PAM SHELTON
SPEAKER TITLE HERE
JOHN MERRILL
SALES SYSTEM MANAGER
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