Post on 14-May-2015
description
Portal Mania Extending Through the Web
Presenter: Nigel Young, Salesforce.com
Speakers: Bruno Rosati, Clarity Systems Ltd.
Steven Frers, CompassLearning Inc.
Track: Admin II Advancing to the Next Level
Safe Harbor
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding,and concerning the potential market for our existing service offerings. All of our forward looking statements involve 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.
The risks and uncertainties referred to above include - but are not limited 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 deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2007. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
Agenda
Definitions
Background and History
Today’s Portals and Web 2.0
Salesforce.com Portals Self-Service Portal Customer Portal Partner Portal
Bruno Rosati, Clarity Systems
Steven Frers, CompassLearning
Summary: Getting Started
Q & A
Reality Check: What is a Portal?
“A door or opening”
“An opening in the walls of a building… and especially a grand entrance to an important structure”.
“…IT deals with the use of computers to store,
manage and communicate information quickly, efficiently and securely”.
A portal is a gateway to your most important structure, your
information.
Portals are everywhere!
Web portals on the internet Multiple services/applications in a single site
Enterprise Portals on company intranets Internal sites to access company resources
(corporate directories, HR forms, vacation
requests, helpdesk tickets, etc.)
“a site serving as a guide or point of entry to the World Wide Web”
Portal Mania: Then and Now
History 1990’s: companies scrambling to get on the web Lack of integration, functionality
Internet Evolution – Web 2.0 New technology, tools, applications Improved functionality, networking and collaboration Users are savvier, expecting and able to do MORE
Generation Y High speed/bandwidth era (Echo Boomers, Internet
Generation) Tech savvy and “Portal Friendly” Customers of today and tomorrow
Why are customers using portals?
Access to integrated content and
applications on demand – one
stop shopping
Key benefits for the next generation of customers
Personalized user experience
24/7 service (no waiting in line!)
More collaboration and access to updated
content/functionality that address changing needs
Why are companies using portals?
Reduce Costs Drive more interactions to the web Free up resources to focus on your top
customers and partners
Increase Revenue Provide an exceptional customer
experience (give them what they want) Increase collaboration with your partners Consistent and improved communication
driving everyone’s SUCCESS
Portals in the Salesforce.com CRM Solution
Self Service PortalCustomer Portal
Partner Portal
Self Service Portal for Service & Support
Case Management and Knowledge
Base/Solutions
24/7 support offering
Part of your overall customer
experience and web offering
Internal case management
Included with Professional Edition
and above
On demand self service
Customer Portal for Support and more…
Advanced Case Management and Knowledge Base/Solutions
Exposure of custom objects and applications
Full customization features: Apex, S-Controls, mashups, web tabs
Support of multiple customer portals, account hierarchy & sharing rules
Even greater collaboration with customers
Available in Enterprise and Unlimited Editions
Web 2.0 for the next generation
Partner Portal for Channel Effectiveness
Collaboration with your top partners Lead generation, accounts, opportunities
and documents Greater insight into channel performance Available in Enterprise and Unlimited
Editions
On demand Partner Relationship Management
Summary: Salesforce.com Portals
Self Service Portal
Customer Portal Partner Portal
AvailabilityProfessional
Edition and aboveEnterprise and
Unlimited EditionsEnterprise and
Unlimited Editions
Object Sharing Cases, Solutions
Cases, Solutions, Activities, Assets,
Documents, Custom Objects, Approvals
Leads, Accounts, Opportunities,
Documents, Custom Objects, Approvals
Multiple Portals
Pricing IncludedAdditional Licenses Required (per user
basis)
Additional Licenses Required (per user
basis)
Please contact your Account Executive for detailed features and pricing.
Bruno Rosati
Web & CRM Architect
brosati@claritysystems.com
• INDUSTRY: Performance Management Software
(Budgeting, Forecasting, Planning, Consolidations & Reporting)
• EMPLOYEES: 200
• CUSTOMERS: over 200 large to mid-market customers
• GEOGRAPHY: USA, Canada, UK
• SALESFORCE USERS: 45
• PRODUCT(S) USED: SFA, Support, 5 downloaded AppExchange applications
About Clarity Systems
Clarity Systems delivers budgeting, forecasting,
planning & reporting solutions to large and mid-
market companies around the world. We combine our very own web-based performance
management platform with dedicated consulting, advisory and training services. Our
business advantage is that we don’t just deliver an excellent software package – we
draw on over 12 years of experience in this niche market to work hand-in-hand with our
customers in delivering a customized solution that is truly tailored to their needs.
Company Logo Here
Our Timeline with Salesforce
Implement Salesforce Automation
(SFA)
Implement Salesforce Support
(Case Management)
Integrate custom Web-to-Lead
with our website
Integrate the Self-Service Support
Portal with our website
Jun ‘05
Dec ‘05
Oct ‘06
Feb ‘07
Objectives for our Self-Service Support Portal
• Expose our solutions knowledge base to our customers
• Offer an alternative to emailing support tickets
• Reduce the number of calls to our customer support team
• Offer “http” software downloads for specific accounts and for
all of our consultants
• Provide the ability to upload very large files to our support team
• Offer our complete knowledge base to specific accounts and consultants (more solutions than offered to regular customers)
• Minimize the ongoing management of the portal - automate as much as possible
Improved customer service = Improved customer satisfaction
The Clarity Systems Self-Service Solution
How did we meet these objectives?• We gained experience and confidence with the Salesforce
API after building our own custom web-to-lead process
– integrated with our website to capture and track lead referral
source, search terms, campaign codes, visitor history,
downloaded collateral and event registrations
– elimination of duplicate records
• With this knowledge we built a custom portal solution that
leverages the flexibility of the Salesforce self-service portal
– “a portal within a portal” that maintains the look and feel of our
website
– 300+ registrations to date with very little intervention
Clarity Systems Customer Care Portal
The Customer Careportal is offered onour website for the exclusive use of ourcustomers and consultants only.
Registration is required in order to access the portal.
Clarity Systems Customer Care Portal (Registration)
Once a user has registered, a temporary password is assigned and a strict decision tree is followed based on data stored in Salesforce• a single matching email address must be found on a contact
record that belongs to an account of type “Customer”• custom settings on the contact and account record are read to
determine the level of access to be granted in the portal:
CONTACT ACCOUNT
Registrants are emailed their temporary password only if they passthe credentials check on Salesforce - otherwise they move to a ‘pending’ queue where manual intervention is required
Clarity Systems Customer Care Portal (Logging in)
Access checks made during each login:» Has this username already registered for Customer Care?
» Are they a designated support contact?
» Is their account of type “Customer”?
» Does their account have knowledgebase access?
» Does their account have access to software downloads? If so, which folders are they allowed to access?
The menu options displayed in the portal depend on these access rights We currently distinguish between 5 levels of access
When users login to the portal, they first authenticate against ourlocal database. After that, all access rights and privileges are determined from data residing in Salesforce (using email address)
Demonstration: Clarity Systems
Feature Summary: Out of the Box
Both the Case Management and Knowledge Base screens display
Salesforce modules out-of-the box
<iframes> are used to display
these modules on our pages
Style sheets are sourced
directly from our web servers
A custom object is used to log the history of all software downloaded
Standard API calls such as changing one’s Self-Service password
Workflow automation (e.g. Pending registration alerts)
Feature Summary: Custom
Integration code was developed and written in C# against
the Salesforce (APEX) API on a Microsoft .NET 2.0
platform
Membership classes used for password management
Two databases - one for managing authentication and one
for managing privileges (Salesforce)
Almost all integration points are asynchronous (behind the
scenes)
Single sign-on with no need to re-login to Salesforce
Lessons Learned
• The Salesforce API is very flexible and easy to use, offering
endless possibilities for your own integration
• Automate! – use Salesforce workflows and assignment rules as
much as possible
• Take advantage of the many resources available:
• Forums.sforce.com
• Your Customer Success Manager
• Connect on Demand community network
(my id = brosati)
• Successforce.com
• Salesforce city tours - “Birds of a feather sessions”
Steven Frers
VP, Technical Services
sfrers@compasslearning.com
About CompassLearning
• INDUSTRY: Education
• EMPLOYEES: 350
• GEOGRAPHY: US & Puerto Rico
• # USERS: 215
• PRODUCT(S) USED: SFA, Service & Support, Customer Portal
CompassLearning partners with school districts and other academic organizations to ensure that students achieve academic success. Our award-winning PreK-12 standards-based curriculum and assessment solutions support differentiated instruction, formative assessment, and targeted intervention and enrichment for all students including ELL. Our software is used in ~20,000 schools and serves ~11 million students nationwide. CompassLearning is headquartered in Austin, TX and a wholly owned business unit of The Reader’s Digest Association, Inc.
Objectives for the CompassLearning Customer Portal
Business Objectives
• Improve customer satisfaction
• Increase support contract revenue
• Reduce live support interactions
• Improve branding awareness
Technology Objectives
• Consolidate technology platforms
• Work with existing legacy architecture
The CompassLearning Customer Portal
How did we meet these objectives?• Utilized existing investment in Salesfoce.com platform
• Short deployment time – leveraged existing configuration
• Single source of record for customer data
• Integrated with JD Edwards legacy system for account & entitlement data
• Maintain account hierarchy
• Future: add Professional Development business unit• Moved previously “free” resources to Customer Portal which
requires a paid support contract.
Entitlement Offerings
Demonstration: CompassLearning
Feature Summary: Out of the Box
Standard features leveraged:
Custom objects sharing between existing Service &
Support code and the Customer Portal.
Custom/AppExchange apps sharing
Account hierarchy & Sharing Rules
Single Sign On
Online help for customers
Feature Summary: Custom
Custom features leveraged:
Combination of C# code utilizing APEX API and
Orion Integrator for access to legacy JDE platform
Online help for intuitive navigation
What were the results?
What were the results of implementing the Customer Portal?
• Internal benefits
• Market share improvements – New deployment, TBD
• Streamlined back office administration
• Metrics
• Expect 20% improvement in service contract revenue.
• Expect 10-20% reduction in live interactions.
• External benefits
• Visibility – Contracted customer base
• Accuracy – One common platform for entitled support offerings
• Higher customer satisfaction – Initial reaction very positive
Lessons Learned
How to apply what you’ve learned when you get home
• Focus on the User Interface – “You only get one chance to
make a first impression”
• Perform thorough Gap analysis of existing process – This will
enable you to deliver more effective solution
• Don’t be afraid to change your business process to fit the
software – Future upgrades and integration points will be more
smooth
• Be fanatical about de-duplicating customer data – Your efforts
will pay off in improved customer satisfaction
Recap: Lessons Learned
Don’t be afraid to revisit your processes
Focus on the user interface (first impressions count!)
Clean your data! clean your data! clean your data!
You are not alone – leverage the Salesforce.com community
Don’t be afraid of the API
Automate as much as possible (Workflow, Assignment Rules)
Where to begin
Resources to get you started:
Talk to your Account Executive or CSM
Best Practices WebsiteLeverage the community experience
success.salesforce.com/
Apex Developer Network www.salesforce.com/developer/
Professional Services www.salesforce.com/services-training/professional-services/
Bruno Rosati
Web & CRM Architect
Steven Frers
VP, Technical Services
Questions & Answers
Nigel YoungCustomer Success Manager