Building Mobile Apps with Salesforce Platform Webinar

27
Building Mobile Apps with Salesforce Platform Tuesday 3 rd December 2013

description

Review the slides here from our recent webinar with BSkyB, outlining how mobile apps can help businesses differentiate themselves from the competition, by better connecting with their customers and employees.

Transcript of Building Mobile Apps with Salesforce Platform Webinar

Page 1: Building Mobile Apps with Salesforce Platform Webinar

Building Mobile Apps with

Salesforce Platform

Tuesday 3rd December 2013

Page 2: Building Mobile Apps with Salesforce Platform Webinar

Agenda & Speakers

• Platform Overview

Adam Spearing – AVP Platform Sales, Salesforce.com

• How BSkyB use mobile apps

Nicola Band, Chatter Community Manager, BSkyB

• Demo: Building apps on the Salesforce Platform Keith Howling, Platform Architect, Salesforce.com

Questions: • Questions box in on the right of the screen or on

Twitter #platform

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Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995:

This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such

uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. 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 product or service availability,

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 developing and

delivering new functionality for our service, new products and services, our new business model, our past operating

losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach

of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers

and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand,

retain, and motivate our employees and manage our growth, new releases of our service and successful customer

deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise

customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included

in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2013. This documents and others

containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web

site.

Any unreleased services or features referenced in this or other presentations, 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 the

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.

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Terminal

Client

Devices

Products

LTE

SNA

Mainframe

LAN/WAN

Server

Cloud

50 Billion Connected “Things” 1,000,000s 1,000s

“Internet of Things”

Third Wave of Computing

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Companies are Unprepared to Build Next Generation of

Apps

2/3 of companies feel

unprepared for the

social & mobile world

IBM Study of 1,700 CMOs “From Stretched to Strengthened”

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“App Gap”: Difficult to Build Customer Apps

Complexity of form factors

Limited number of developers

Multiple operating systems

Multiple platforms

have

deployed

apps 1/2 <

60%

40%

20%

Pe

rce

nt o

f R

esp

on

de

nts

Mobile apps

are critical

Mobile apps

deployed

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Apps are

revolutionizing

every industry

Mobile is driving

massive adoption

Social is the new

normal

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Salesforce: #1 Enterprise Cloud Platform

Market Share #1

Leader

Wave for Rapid Developers

Wave for Coders

Wave for Application Deployment & Delivery

2,000 AppExchange

Apps

Apps built on the Platform

4M+

Records Stored

72B

AppExchange Installs

2M

1.5B Transactions

Per Day

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Salesforce1: A New Customer Platform for the Future

Salesforce1 Platform APIs

Salesforce1 App

Salesforce1 Platform Services

Force.com Heroku1 ExactTarget

Fuel

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A New Customer Platform for Everyone

Publish Next

Generation

Apps

ISVs

Peter Gassner

Veeva

Manage

Salesforce

from Anywhere

Experience

Salesforce1

on Any Device

Neil Kamireddy

Trunk Club

Admins

Build Next

Generation Apps

Developers

Geetha

Vallabhaneni

Luminix

Connect with

Customers in a

Whole New Way

Mariam Naficy

Minted

End Users

Every

Customer

Your

Customers

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Developers: Build Next Generation Apps New Platform Services for Developers

Data APIs

10X More API Functionality

Metadata & UI APIs

230 Calls & Methods

Visualforce1

Build any user interface

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ISVs: Publish Next Generation Apps

Docusign Box

Concur

Dropbox

FinancialForce LinkedIn

TAS Group ServiceMax FileBoard

HP

ScanBizCards

Evernote

Apttus

Kenandy

eVariant

BMC

Workday

Xactly

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End Users: Experience Salesforce1 on Any Device

AppExchange

Apps

CRM

Custom

Apps

All your past investments...

Feed First UI

Notifications Platform

Publisher Actions

…now in the future

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Customers: Connect with Customers in a Whole

New Way

Connect customers,

partners & products

Build customer

apps

Engage 1:1

with customers

Communities Heroku1 ExactTarget Fuel

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Nicola Band Chatter Community Manager,

British Sky Broadcasting

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Why Salesforce Chatter…

At Sky we want to offer the best service in the UK and we will do this by working together as one

team, making things brilliantly easy for our people and customers; while staying at the top of our game.

we’re setting the pace in the most exciting industry on the planet – entertainment and communications – you’ll

find that nothing stands still at Sky.

Sky is a valued part of everyday life in over 11 million homes. We entertain, excite and inspire customers with a

great choice of high-quality television in high definition. We connect people to each other and to the world with

our broadband and phone services. Directly employing 24,000 people and supporting a further 115,000 jobs in

27 locations throughout the UK,Ireland and India; our people are at the centre of everything we do.

With over 4000 members of our team working out in the field and never stepping foot in an office, senior

leadership need more than ever to stay close to their teams in a fast paced, ever changing business spread

right across the UK, Ireland and India we needed a solution to bring our people closer together, Chatter really

enables us to #Connect.Collaborate.Communicate.

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Why Salesforce Chatter…

“Leaders and Managers don’t know where

to go to find answers once they have

exhausted knowledge resources and

informal contacts” “ What are our engineers doing? We can

never get a hold of them and we seem to

be working for two different companies”

“As we grow our business,

geographical challenges presented

themselves”

“I want to be able to speak to my

colleagues in our Partner sites but can’t

because they don’t have email”

“What are the senior managers and

directors up too? I feel like they don’t

know what happens here”

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The Group Anatomy…

• We have a site noticeboard culture within the Customer

Operations Teams

• Every site has their own group for anything and everything

relevant to them

• Our largest group by far is the Customer Operations Contact

Centre group with 14,412 members

• Our Sky Sports and Sky Movies Groups are the most active

Group

s

Team

Groups

Department

Groups

Product

Groups

Content

Groups

Knowledge

Groups

Noticeboar

d

Groups

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It’s a Numbers Game

4.6 Million logins since

launch

120,000

visits per

month

On average

20,000 posts

per month

On average

50,000

comments

per month

Over

29,374

users

87% users

logged in at

least once in

the last 3

months

16,843 @

mentions

in posts and

comments

3,412 topics

used in the

last month

252 likes for

the most

popular

post in

October

An average of

3,670

posts and

comments per day

14,557

members in

our largest

group

33% Heavy

User Rate

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Going Mobile: Chatter in the Field

Our 4000+ field engineers exclusively use iPad mini’s as their main access

to Chatter; a large number of our population will never access Chatter via a

browser. The iOS Chatter application is central to everything our Home

Service & Supply teams do, It is important that we can deliver them the best

technology possible

This brings our field staff in direct contact with the rest of our Customer

Operations population for the very first time.

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Going Mobile: Chatter in the Field

Chatter mobile is the first time our field engineers have had direct contact with those who work in our offices up and down the country.

Chatter has become their main source of information and help, below are some ways in which they use it:

Stock

Updates

Onsite

Customer

Support

Vitual Team

Meetings

Idea’s

Sharing

Scheduling

and Job

Booking

Bonus

discussion

Recognition

Forum

Updates

Briefs and

Updates

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Chatter@Sky

In the end everyone worked together

to find an engineer in the area, he

visited the customer the very next

day, much to his delight.

83 comments on their story sharing

in the delight that we worked

together to get this sorted for the

customer, a couple of happy tears

and a lot of pride in what the team

achieved.

A super example of what Chatter does for us. The

advisor identified that this customer was going to be let

down by us due to technical issues and quickly called

on our engineers to give him a WOW experience.

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Supporting the Community To support the use of Chatter throughout Sky we have a number of self help guides available to users

through Chatter.

Chatter Playbook

Designed with management in mind, this document

helps explain what chatter is, and the steps that

should be taken for a rollout of Chatter in their area.

Chatter Bootcamp

Advanced guides for those with specific rights and

roles within the community:

• Group Owner Bootcamp

• Desktop and Mobile Bootcamp

• Moderator Bootcamp

Chatter User Guides

Different levels of user guides for different audiences:

• Beginner’s guide to Chatter

• Intermediate guide to Chatter

• Advanced guide to Chatter

ChatNav

An interactive guide around the Chatter

community. How to find what you are looking for,

and how best to drive value from the tool.

Follow Guide

The content in Chatter is defined by the people you

follow and the groups you join. This guide helps

users build up their content in a way that gives

them value.

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Nicola Band [email protected]

@nicolaband77

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Mobile App Demo

Keith Howling Solution Architect,

salesforce.com

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Want to find out more?

• If you are already a Salesforce customer, then

please speak to your AE for follow up

• Or visit our Platform page: http://www.salesforce.com/uk/campaigns/segment/platform.jsp

• Find out more about developing apps:

http://developer.salesforce.com/

• Download our App Development Guide:

http://bit.ly/1bXmS7L

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Thank you!