Sales Reps in Outlook?

Use Email Integration to Build a Single 360 Customer View

Ken Wakamatsu, Senior Product Manager at Salesforce.com

Cody Royster, IS Manager at Intercall

William Behr, Director of CRM at Gannett

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Ken Wakamatsu

Senior Product Manager

@kwakamatsu_sf

Linked-in: wakamatsu

You Manage Customer Data in Two Worlds

Salesforce Outlook

But These Worlds Are Not Connected

Copy and Paste

Alt-tab

Extra clicks

Waste of time

Disconnect Comes at a Price

Your customer view

is incomplete

CRM

You can’t get data

when you need it

Bottom line: You’re less effective at your job

Vision for a New Architecture: Salesforce for Outlook

Simple Email Logging

Painless Administration

Set-it-and-forget-it Sync

Make Outlook Better with the Cloud

Continued Adoption of Salesforce for Outlook

Cody Royster

IS Manager, salesforce.com Application at

Intercall

@CodyRoyster

Linked-in: cody-royster

All About InterCall

InterCall was founded in 1991 and today is the leading global conferencing solutions

provider with products in audio conferencing, web coloration meetings, video

conferencing, virtual events, and unified solutions. We have 4,000 of employees

around the world and service over 80% of the Fortune 100 companies and the

Fortune 500 companies.

We have been using salesforce.com for 8 years since 2004

We support 2,700 global users within our Salesforce application

For the past 3 years we have worked to define our Salesforce/Outlook

integrations

Operated Outlook Connect for 2 years

Globally launching Salesforce for Outlook in the Summer of 2011

We manage two outlook configuration settings

Sales = add email and event syncing

Service = add email, event syncing, and add case

Sales in Outlook

• Our goal is to create a 360 from Outlook to Salesforce natively

• One configuration globally with one process globally

• 980 sales employees | training & support | defined metrics

Adding Emails!

Today we average thousands of emails per month from Outlook into Salesforce

Adding Emails!

Task & Events Report

Created user = Tom Tumberland Task & Events Report

Name = Lucy Lu

Tracking Events!

Number of meetings

per employee

Number of meetings

by customer

Average time spent

with customers

Labor Cost per

customer or per

agent on

meetings

Tracking Events

Tracking Events

RGO - Managed Growth Retention - Organic Growth

Account Review/Contract Negotiation

Activiation Meeting

Cloud Profiler

Finance/Billing Review

Frist Meeting

Follow Up Meeting

Implementation/Roll-Out

Product Demo

Product Upsell

Service Support/Training

SLA/Operations Review

Tracking Events

Customer 360

William Behr

Director, CRM at Gannett

@WBehr_Gannett

All About Gannett

Gannett is a media and marketing solutions

company with a diverse portfolio of

broadcast, digital, mobile and publishing

companies

– 82 U.S. daily newspapers, including USA TODAY, that

reach 12 million readers

– 23 TV stations reach 21 million households, covering

over 18% of the population

– Local and national media organization web sites that

reach 52 million unique users monthly

Gannet Sales & Communication in 1906

Fast forward to 2012….

Not Just A Man and His Wagon Anymore

Field

Operations

Field

Sales

Sales

Manager

VP President

Salesforce for Outlook to Gather and Process Data

In Just One Year We Are…

Installed in ~75 Offices

~2600 users

Syncing Over 1,000 Events a Week

Syncing Hundreds of Tasks a Week

What’s Next for Gannet and Salesforce for Outlook?

Customer

Interactions Field Ops Field Sales

Sales

Manager VP President

Tasks ✔ ✔

Events ✔ ✔ ✔

Emails ✔ ✔ ✔

Step 1: Elevate usage across organization

Step 2: Leverage information in development of strategy

Ken Wakamatsu

Senior Product Manager

@kwakamatsu_sf

Linked-in: wakamatsu

Recurring Events in Winter ‘13

Side Panel Beta with Email Associations in Winter ‘13

Ken Wakamatsu

Senior Product Manager

@kwakamatsu_sf

Cody Royster

IS Manager at InterCall

@CodyRoyster

William Behr

Director, CRM at Gannett

@WBehr_Gannett

@salescloud

@salescloud