Projecting Big at a Smaller Company

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Projecting Big at a Smaller Company
Track Service And Support Executives

• Rodney Bell, Actuate Corporation
• Tim Hicks, Mystic Tan, Inc.
• Olivier Bouchard, Taleo Corporation

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Safe Harbor Statement
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Securities Litigation Reform Act of 1995 This
presentation may contain forward-looking
statements including but not limited to
statements concerning the potential market for
our existing service offerings and future
offerings. All of our forward looking statements
involve risks, uncertainties and assumptions. If
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to - risks associated with possible fluctuations
in our operating results and cash flows, rate of
growth and anticipated revenue run rate, errors,
interruptions or delays in our service or our Web
hosting, our new business model, our history of
operating losses, the possibility that we will
not remain profitable, breach of our security
measures, 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 service, customer and partner acceptance
of the AppExchange, successful customer
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update these forward-looking statements, except
as required by law.
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Moderated By
Andrea Miller
Senior Sales Engineer
salesforce.com
Rodney Bell
Manager, Applications Development
Tim Hicks
SVP Sales, Marketing Service
Olivier Bouchard
Director, Support Operations
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Speaker Bio

• Rod Bell is the Manager of Applications
  Development for Actuate Corporation.
• Rod Bell manages a team of admin, technical and
  functional staff who develop and maintain the
  systems primarily for the Actuate Customer
  Service and Finance Business Units.

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Speaker Bio

• Tim Hicks is the Senior Vice President for Mystic
  Tan, where he is responsible for U.S. and
  Canadian Operations including Marketing, Sales,
  Technical Support and Customer Service.
• Tims challenge and mission is to lead the effort
  to reenergize, restructure and recommit Mystic
  Tan to its customers by providing the Sales,
  Marketing and Support teams with the tools to
  improve their ability to manage and deliver
  outstanding customer service.

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Speaker Bio

• Olivier Bouchard is the Director of Support
  Operations for the Global Customer Support
  Organization at Taleo
• Olivier is leading teams responsible for
  maintaining the infrastructure that enables
  Customer Support including incident management
  systems, knowledge management, business
  processes, hiring training, new product
  introduction, telephony configuration, and
  reporting
• Olivier has a many years of experience managing
  Customer Support organizations with an extensive
  background in CRM systems

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Rodney Bell Manager, Application Development
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All About Actuate Corporation
Actuate Corporation is dedicated to increasing
the richness, interactivity and effectiveness of
enterprise data, for everyone, everywhere.
Actuate delivers the next generation RIA-ready
information platform for both customer and
employee-facing applications.

• INDUSTRY Software
• EMPLOYEES 577 as of June 30, 2008
• GEOGRAPHY Global
• USERS 2000
• PRODUCT(S) USED SFA, Service Support, DBAmp,
  RingLead

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Why salesforce.com?

• salesforce.com was in place as our SFA tool.
• SaaS is a good fit for our needs.
• We were looking for customer facing
  functionality.
• The Web Services API.

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How are we using the portal?

• Integrated seamlessly with our support website.
• Full case management functionality to our
  customers.

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How are we using the portal?

• Integrated with knowledge base.
• Utilizing the Salesforce.com security model.

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Our Experience?

• Portal functionality and Standard functionality
  works harmoniously.
• We found a rich web services API.

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What next?

• Continue to add spit and polish to our support
  website.
• Further enhance case management functionality.
• Provide richer customer profile functionality.
• Track and provide customer entitlement/compliance
  information.

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Tim Hicks SVP Sales, Marketing and Service
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• INDUSTRY Skin Care Color Management
• (This is a fancy way of saying Sunless Tanning)
• REVENUE 20Million
• ACCOUNTS 5000
• EMPLOYEES 60
• GEOGRAPHY Global
• USERS 25
• PRODUCT(S) USED SFA, Service Support, Customer
  Portal

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WHY CRM?

• Mystic Tan Needs
• Marketing Effectiveness
• Customer Satisfaction
• Organizational Efficiency
• Technical Support
• Data Management
• Quick Implementation
• Low Ongoing Support

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Why salesforce.com?

• Salesforce.com Strengths
• Campaign ROI
• Customer Portal
• Lead and Opportunity Management
• Service and Solution Module
• Integration Capabilities
• Web Based
• Premiere Support

• Mystic Tan Needs
• Marketing Effectiveness
• Customer Satisfaction
• Organizational Efficiency
• Technical Support
• Data Management
• Quick Implementation
• Low Ongoing Support

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THE CUSTOMER PORTAL

• Our Vision
• Technical Self Help and Incident Reporting
• Customer Specific History
• Online Order Processing
• Bright Ideas Program
• Training, Marketing and Support Materials

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OUR EXPERIENCE
Mystic Tan is excited about our new partnership
with Salesforce. The implementation and
integration with our existing systems has been
effortless. We believe the opportunity to improve
our internal Sales, Marketing and Service efforts
will only be outshined by the successful
implementation of the Mystic Tan Customer Portal
which will add significant value to our customers
and measurable positive impact to our operating
profit.
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Olivier Bouchard Director, Support Operations
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• INDUSTRY Software as a Service (SaaS)
• EMPLOYEES 1,000
• GEOGRAPHY Global
• USERS 350
• PRODUCT(S) USED SFA, Service Support, Customer
  Portal, CTI, SLA Management, Data Loader, Cast
  Iron, etc.

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Why salesforce.com?

• Decision between Seibel Salesforce
• One single view of our customers
• We selected Salesforce for
• Application Features, Configurability, Reports
  Dashboards, SLA Management, CTI, SSO
  Capabilities, etc.
• Specific to the Customer Portal
• Robust application
• Configurability was key
• Scalability for growth

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Customer Support Portal

• Global Migration Deployment
• Internal Portal
• Customer Portal
• Single Sign On
• 4000 Contacts
• 1000 New cases
• 32 Routing rules
• 25 Queues

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Incident Web Conversation

• Internal Comments (Public)
• Email Notifications (both ways)
• Transactional Survey

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Next Steps...

• Expose Internal Knowledge Base (Solutions tab)
• Deploy Customer Portal with recent acquisitions
• Deploy Customer Portal with Taleo Partners
• Case sharing between Accounts feature
• ODP Certification Audit Core Assisted modules
• Continue investing in certification programs
• Deploy other languages (WorkBench)
• Introduce Live Chat (AppExchange)

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QUESTION ANSWER SESSION
Rodney Bell
Manager, Applications Development
Tim Hicks
SVP Sales, Marketing Service
Olivier Bouchard
Director, Support Operations