Enhancing Sales Effectiveness with the Appexchange

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Enhancing Sales Effectiveness with the Appexchange
Track Sales Operations

• Mike Rosenbaum, Salesforce.com
• Jane Isaac, Open Solutions
• Suzette Godwin Romer, ADP

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Safe Harbor Statement

• Safe harbor statement under the Private
  Securities Litigation Reform Act of 1995 This
  presentation may contain forward-looking
  statements the achievement of which involves
  risks, uncertainties and assumptions. If any such
  risks or uncertainties materialize or if any of
  the assumptions proves incorrect, our results
  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 the integration of Sendia
  Corporations technology, operations,
  infrastructure and personnel with ours
  unexpected costs or delays incurred in
  integrating Sendia with salesforce.com, which
  could adversely affect our operating results and
  rate of growth any unknown errors or limitations
  in the Sendia technology any third party
  intellectual property claims arising from the
  Sendia technology customer and partner
  acceptance and deployment of the AppExchange and
  AppExchange Mobile platforms interruptions or
  delays in our service or our Web hosting our new
  business model breach of our security measures
  possible fluctuations in our operating results
  and rate of growth the emerging market in which
  we operate our relatively limited operating
  history our ability to hire, retain and motivate
  our employees and manage our growth competition
  our ability to continue to release and gain
  customer acceptance of new and improved versions
  of our CRM service unanticipated changes in our
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  rates.
• Further information on these and other factors
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  time, including our Form 10-K for the fiscal year
  ended January 31, 2006. These documents are
  available on the SEC Filings section of the
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• 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 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, except as required by
  law.

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Mike Rosenbaum
DIRECTOR of BUSINESS OPERATIONS
mrosenbaum_at_salesforce.com
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Agenda
Mike Rosenbaum
Director Business Operations
Jane Isaac
Director Sales Operations
Suzette Godwin Romer
Manager Sales Technology
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The Appexchange Directory

• Rankings
• Reviews
• Test Drives
• Click to Install

• Over 100 applications in the Sales category

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The AppExchange Platform

• Customize
• Integrate
• Create New Apps
• Install Packaged Apps
• Mobilize

• Unlimited opportunity to extend

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JANE ISAAC
DIRECTOR of SALES OPERATIONS
Jane.isaac_at_opensolutions.com
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Open Solutions, Inc.

• Technology solutions for financial institutions,
  life and property/casualty insurers, investment
  firms, corporations and payment processing
  centers
• We design, build, integrate and operate advanced
  banking, investment and payment technologies
  systems.

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Open Solutions
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Commissions Key Challenges

• Business Challenges
• Lack of automation
• Multiple Compensation plans
• Revenue sharing on some Opps
• Hundreds of Opps every month
• Reps couldnt track what they had earned versus
  what had been paid

• Prone to errors
• Inappropriate use of managers time
• Lack of information to reps
• Lack of centralized reporting and tracking

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Commissions - The Solution

• How did we address the challenges?
• Created custom calculated fields with proper
  viewing and editing rights
• Built custom reports
• Provided a salesforce.com user license to Finance
• I trained an assistant to handle it
• Everyone was happy..

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Commissions Section on Opportunity
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Example of a Calculation
This one determines how much is commissionable to
this rep, based on their compensation plan.
Once you have the proper fields in the system,
its simply a matter of straightforward
calculations like you would do in an Excel
spreadsheet.
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Publishing to App Exchange

• Hesitations
• Why do it?
• No monetary benefit to me or my firm this is
  not something we sell. There goes my vacation
  time
• Spirit of community generated from salesforce.com
• I am not a developer I am a Sales Manager
  SO..
• How to do it?

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My First Publishing Experience Day One

• Took a day of my vacation to do this (I love
  salesforce.com)
• Downloaded all the paper/instructions from the
  website
• Replicated the custom fields and reports from our
  own system
• Populated numerous opportunities as examples
• Tried to publish it BUT

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My First Publishing Experience Day Two

• Waited until after vacation spousal placation
• Whined to my CSM she was encouraging and
  patient always available to help
• Built the system as a Custom Tab / Object
• Success so far

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Commissions Custom Tab
Viewing and Editing rights based on Profile
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The Next Step Deploying Choices

• The AppEx Structure requires certain steps
• Had to make time to document processes
• The Structure is beneficial
• Make it Public or keep it Private question
• This is a sharing, not a revenue-based effort
• How much was I willing to commit to support
  others?

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Almost there..
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Lessons Learned

• Read everything you can find about the process
• Talk to your CSM about it
• Try to demonstrate/explain it to another
  salesforce.com client
• Keep it very simple provide a foundation for
  others to customize.
• Be willing to share but know what you are willing
  to obligate yourself to
• Read the instructions again

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In Summary

• I really like the Salesforce product
• I really like the Salesforce company philosophy
• I really like the CRM Community

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Suzette Godwin Romer
Manager, Sales Technology National Account
Services
suzette_godwin_romer_at_adp.com
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• Leading provider of a broad range of
  mission-critical transaction processing and
  information-based business solutions
• ADP Employer Services offers a wide range of HR,
  payroll and benefits administration solutions
• Nearly 9 billion in revenues
• More than 570,000 clients worldwide
• Serves nearly 50 million employees worldwide
  every day ADP pays 1-in-6 private sector workers
  in the U.S

INDUSTRY Computer Services
EMPLOYEES 46,000
GEOGRAPHY Global 26 countries around the world
USERS 6,100
PRODUCT(S) USED SFA, Service Support, 4
downloaded AppExchange applications
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• Designs advanced, flexible solutions,
  finely-tuned to match the needs of large
  employers and meet the challenges of a changing
  environment.
• Deployed salesforce.com in July 2004
• 575 active users

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Challenge Inaccurate and Incomplete Data

• What industries are represented in my territory?
• What is the ratio between publicly-held companies
  vs. private in my client base?
• Who are the decision makers for my accounts?
• Is this account information accurate?

• Incomplete Data Impacts
• Sales Productivity
• Time consuming research
• Incomplete/missing data
• Poor prospect prioritization
• Sales Effectiveness
• Lack of credibility on current information
• Inaccurate targeting
• Limited account insight

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Solution OneSource Account Intelligence

• How did we address the challenges?
• By deploying OneSource Account Intelligence for
  salesforce.com
• Account Intelligence leverages thecontent of
  OneSource from withinsalesforce.com
• Saves times
• Improved Account Insight

DEPLOYMENT DETAILS

• 400 Users
• Links on Account record and Home page to update
  accounts, add contacts and run reports
• Pre-launch account matching
• Customized training webinars and documentation

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Project Plan Pre-Launch Prep

• Analyzed implementation options
• Custom Links vs. Custom tabs
• How is access to links/licensescontrolled?
• Field mappings implications
• Which fields to overwrite
• One-to-many picklist values
• Parent Account options
• WAIT no Record Type support?
• Implementation Decisions Prospect tab as Phase
  II
• Configured the Application
• Developed Detailed Testing Plan Performed
  Testing
• Extra time/step for Sales Rep to link the SFDC
  account to OneSource

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Lessons Learned

• The AI integration links the SFDC account record
  to the OneSource company record, using the
  OneSource Key ID
• If the link has not been made, the user will be
  presented with an extra step to choose the
  correct company in the OneSource database

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What Did We Do?

• Added a OneSource Key ID custom field to account
  record
• Used OneSource Match and Append service to link
  salesforce.com accounts to OneSource companies
• Extracted salesforce.com accounts sent to
  OneSource
• OneSource matched accounts returned OS KeyID
• Audited results and determined comfort level with
  match results
• Updated tightly-matched accounts with OS Key ID
• 58 of our accounts were linked as a result

• Added benefit updated blank Account fields with
  OneSource data returned from the match

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Project Plan Launch Training

• Big Splash launch at Sales Rally immediate
  benefit of improved data via Match Append
• 9 Live Training Webinars for 3 weeks post-launch
• Email blasts with links to User Guides Quick
  Reference Sheets
• Added to New Hire Training class

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Implementation Considerations

• Mapping options
• What fields do you want to overwrite?
• Parent Account options
• Record type considerations
• Some picklist mappings are org-wide, while others
  can be mapped at the Record Type level
• Government Spectrum Companies not included
• Training Plan

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Lets Take a Look
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OneSource Account Intelligence
Account Updates

• Missing or inaccurate account information?

• Click the Update Account from OneSource link
  added to Account record

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OneSource Account Intelligence
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OneSource Account Intelligence
Before Account Intelligence
Salesforce.com account is updated with OneSource
information with a few simple clicks
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OneSource Account Intelligence
Adding Contacts

• Missing or inaccurate contacts?

• Click Add Contacts from OneSource link on the
  Account record

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OneSource Account Intelligence
Add Contacts from OneSource

• Contacts from OneSource are listed, with their
  name and title.

• Potential Duplicates are Identified.

• Pick choose which contacts from OneSource you
  want to add.

• Click Add to load the contacts into SFDC.

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OneSource Account Intelligence
Before Account Intelligence
After Account Intelligence
Account lists 2 contacts identified.
Account has 15 contacts identified.
Selected OneSource contacts are added to the
salesforce.com Account with a few simple clicks
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OneSource Account Intelligence
Reports

• Access OneSource reports tailored for an Account
  by clicking on the Get Reports from OneSource
  link.

• Click the report you want to view.

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OneSource Account Intelligence
Reports

• Access OneSource reports tailored for an Account
  by clicking on the Get Reports from OneSource
  link.

• Click the report you want to view.

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OneSource Account Intelligence
News

• Access OneSource database to search for news
  stories, articles or analysts reports for your
  most accounts in your pipeline

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OneSource Account Intelligence
Industry

• Access OneSource industry and market research
  from leading research firms and brokerage houses.

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OneSource Account Intelligence
Market Research
Industry

• Access OneSource industry and market research
  from leading research firms and brokerage houses.

Industry News
Analyst Reports
Top Participants
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What Are the Results?

• In the 3 months weve been using the AI
  integration
• 1,200 of our salesforce.com accounts have been
  updated.
• 1,000 contacts have been added to
  salesforce.com.
• 41 of our Sales Reps have utilized the
  integration at least once.
• OneSource Account Intelligence has improved our
• Sales Productivity
• Less time consuming research
• More complete data
• Sales Effectiveness
• Improved credibility on current information
• More accurate targeting
• Better account insight

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QUESTIONS?
Jane Isaac
Director Sales Operations
Suzette Godwin Romer
Manager Sales Technology
Mike Rosenbaum
Director Business Operations
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