Internationalization: The Multis

Julie Akawie, ESI International

Vicky Schott, X-Rite, Inc.

Jim Stroka, salesforce.com

Admin III: Expanding into New Areas

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Agenda

Internationalization at ESI

• Julie Akawie, Business Analyst

Localizing Salesforce at X-Rite

• Vicky Schott, CRM Business Analyst

• Key Takeaways

• Q&A

Internationalization with Salesforce

Global company….. Local users

Internationalization with Salesforce

Summer ’07 Features

Historical currency exchange rates!

Delegated Administration

Translation Workbench

15 supported languages (Russian added)

Julie Akawie

Business Analyst

ESI International

jakawie@esi-intl.com

Sao Paulo

Belo HorizonteJohannesburgWindhoek

Cape Town

Durban

Dubai

MadridBarcelona

BernZurich

Frankfurt

London Hamburg

Stockholm

CologneMunich

Vienna

Beijing

Shanghai

Hong Kong

Tokyo

Singapore

Sydney

Canberra

Brisbane

Melbourne

Detroit, MI Montreal

Ottawa

Boston, MANew York

Washington, DC/Arlington, VA

Charlotte, NC

Orlando, FL

Chicago, IL

Atlanta, GA

Houston, TX

Dallas, TX

San Antonio, TXPhoenix, AZ

Las Vegas, NV

Denver, CO

Minneapolis, MN

San Diego, CALos Angeles, CA

San Francisco, CA

Seattle, WA

Vancouver

Mumbai

About ESI International

ESI provides complete integrated solutions designed to help our clients improve business performance in the areas of—

• Project Management• Contract and Vendor Management• Requirements Management • Business Skills.

About ESI International & Informa plc

ESI Informa

INDUSTRY Performance Improvement Information Distribution

EMPLOYEES 380 7500

GEOGRAPHY 12 countries 40 countries

USERS 150 1000

PRODUCTS USED: Unlimited Edition: Salesforce Automation, Marketing Automation,

Service & Support, Custom Integration

All Global Companies Face Similar Challenges

Multiple Currencies

Product Offerings

Languages

Time Zone differences

Cultural differences

ESI’s Challenges for Global Deployment

Business Challenges

• Forecasting Confusion

• Product Jumble

• User Support

The Solution

How did we address these challenges?

• Implementing Salesforce.com!

• Multicurrency

• Regional Pricebooks

• Business Unit and Delegated Administration

Multicurrency

Before….

• Excel Spreadsheets

• Is this Euros or Sterling?

• Time wasted with manual currency calculations

After….

• Forecasting in 13 currencies

• Managers see forecasts through eyes of their direct reports

• Automatic currency conversion

Begin Time End Time

1 USD = .5712 GBP1 USD = .5712 GBP

End Time

1 USD = .5611 GBP1 USD = .5611 GBP

Begin Time

1 USD = 0.5712 GBP1 USD = 0.5712 GBP

9/1/2006

Advanced Currency Management: How it works

1. Feature is activated

2. New rate is created

1 USD = .5611 GBP1 USD = .5611 GBP

End TimeBegin Time

1 USD = .5712 GBP1 USD = .5712 GBP

9/1/2006 10/1/2006

1 USD = 0.5510 GBP1 USD = 0.5510 GBP.5617 GBP

3. New rate created, Previous edited

Multi-Currency Feature Comparison

Advanced Currency Management

Accurate pipeline reporting – Utilize dated exchange rates when reporting on opportunities

“Freeze” amounts in historical opportunity records – Use dated exchange rates to display accurate converted amounts for opportunities and opportunity products

Accurate Campaign Statistics reporting – Utilize dated exchange rates when tracking closed won opportunities for a campaign

1

2

3

Multicurrency - Results

Simple

To use

To understand

Transparent

Intuitive

Users don't even have to think about it!

Localizing salesforce.com

Regional Pricebooks

• Product availability by currency and region

• Translated product names

• Integration to notify non-salesforce.com users at a

certain stage in the process

ESI EUR—200704—EV-BS (London)

ESI USA--200709--DM--CIO Lead Gen Campaign (Change Mgmt)

HW-DM-Creating Real Value WP

Cisco (APAC)—Hui Yen Ko– Business Skills 2007

Cisco (US)—Dana Carter—Vendor Management Q1 2008

Cisco (India)—Padma V.—PM 2008

Regional Home page components New Product Announcements

Local Training Schedule

Group Calendars

Profiles and Field Level Security Some fields just don’t apply to certain regions!

Naming Conventions Campaigns

Opportunities

Localizing salesforce.com

Delegated Administration

Global Organization… Localized User

Management

User Support

Views & Reports

Change Management

Sharing Best Practices

Login As User Delegation

Enable delegated user

administrators to login as users

they administer to troubleshoot

issues or provide assistance.

Unlock User Accounts

Now delegated administrators can

unlock the users they manage.

1

2

2

Summer ’07 Features for Delegated Admins

1

Admin Permissions

Some admin permissions get a “green light” for Delegated

Administrators

Others should be granted with caution…

Delegated Administration

Business Unit Admins

Receive Change requests from Users• Transmitting Requests to Change management Board

• Participation in Weekly Best Practice Meetings

Communicate Changes to Users• New Features

• New Functionality Rollouts

Results

What were the results?

• Global Standard for Pipeline and Forecast

Management

• Transparency in Product Portfolio

• Improved Communication across Geographies

• No surprises!

Internationalization – Key Takeaways

• Manage your Currencies = Manage your Pipeline

• Inclusion is Key to Adoption

• Leverage Local Resources

Vicky Schott

CRM Business Analyst

X-Rite, Inc.

vschott@xrite.com

About X-Rite, Inc.

• INDUSTRY: The Company serves a range of industries, including printing,

packaging, photography, graphic design, video, automotive, paints, plastics, textiles,

dental and medical

• EMPLOYEES: 1,000 employees worldwide

GEOGRAPHY: X-Rite serves customers worldwide from its offices in Europe, Asia

and the Americas

# USERS: 255

• PRODUCT(S) USED: Salesforce Enterprise Edition, SFA, Campaign

Management, Call Center, PRM (In Pilot), AppExchange: 2 vendors, 5

downloads

We are the global leader in color measurement and color management, offering hardware, software and services for measuring, formulating and matching color.

Key Challenges

Business Challenges• Needed global repository for customer relationships

• Regional CRM databases were in local language

• Many Users non-English speakers

• Multiple Business Systems in English

• 8 different currencies + 9644 Products = Complication

Deployment Challenges• Had to deploy Salesforce in 45 days!

• Translation into 8 languages

• Worldwide Training deployment

The Solution

How did we address these challenges?

• Planning!

• KISS principle – start from scratch

• Identified Internal Champions

• Systems Integration

• Integration with business systems using Force.com API

• Localization

• Translation Workbench

• Local training, Localized materials

Planning – Going from 0 to 60 in 45 days

Everybody played their part Champions

• Representation from every Department & Region

Sales Administration• Process reviews with Business Champions• Application configuration & Translation• End user training

IT • Big Bang - Data Migration

– Business System Data: MAPICS ERP

– Sales Data: ACT!, Outlook, Address books, Excel spreadsheets

• Evolutionary - Systems Integration– Lead capture from Website

– MAPICS ERP integration

Integration with the Apex API

0 to API from a programming geek (Jim Dornbush, X-Rite):

“The software development process for building the X-Rite custom interfaces to Salesforce felt like a combination of cramming for a final exam and rapid prototyping all at the same time.”

“For anyone attempting to recreate any of this in your environment the best advice is to study the API documentation front to back. There is a ton of stuff in there, and the updates keep coming that could have simplified some of the steps I took.”

Integration with the Force.com API

Lead capture

Automatic monthly update of Exchange Rates

Product and Price Book Integration

Product Pricing & Descriptions

Printable OnDemand Pricebook

Product and Price Book Integration

2.

1.

Product and Price Book Integration

On Demand Pricebook integration

Localization

8 languages Chinese (Simplified) Chinese (Traditional) English French German Italian Japanese Spanish Coming soon… Russian!

Localized training materials Regional training sessions

Translation Workbench

Translation Workbench

• Demo

Results

What were the results?

• Salesforce is our only translated business system

• Higher adoption rates in Europe vs North America

• Improved data quality

• Better regional customer relationships

• What’s in it for me? Pick your language!

Imagine it. Learn it. Use it.

Key Considerations for your Global Deployment

• Planning, Planning, Planning!

• Delegated Administration for local users

• Improve Adoption through Localization

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Julie Akawie

Business Analyst

Vicky Schott

CRM Business Analyst

Jim Stroka

Engagement Manager, Professional Services EMEA

QUESTION & ANSWER SESSION

ESI International

X-Rite, Inc.

salesforce.com