Getting Your Users Addicted without them Knowing

Courtney House, Envision Telephony

Suzette Godwin-Romer, ADP

Daryl Spreiter, salesforce.com

Admin II: Sneak Attack

Safe Harbor Statement

“Safe harbor” statement under the Private 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 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.

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Today’s Agenda

Introducing the Sneak Attack

The Impact of User Adoption on Business

Performance

Customer Showcase: Envision Telephony

Customer Showcase: ADP

Recap of Session Highlights

Q&A with Speakers

The Sneak Attack

Going beyond Sticks & Carrots

Creating the Wow! Factor

Save Time

Be More Productive

Improve Performance

The Impact of User Adoption on Business Performance

Why Adoption is Important to YOU Negative Impacts

Positive Impacts

Strong Adoption Drives Business Performance Productivity

Efficiency

Greater Visibility

Quality Data

Readying the forces…

Courtney House

Project Manager

Suzette Godwin-Romer

Manager, Sales Technology

How would someone want to use this tool?

How will Salesforce help them all day every day?

How can I engage my users and make them more productive?

Courtney House

Project Manager / Salesforce.com Administrator

Envision Telephony, Inc.

Courtney.House@EnvisionInc.com

All About Envision

• INDUSTRY: Software

• EMPLOYEES: 85

• GEOGRAPHY: Global

• # USERS: 65

• PRODUCT(S) USED: Salesforce SFA & Call Center, Surveyforce

Envision is a global software company that utilizes the "voice of the customer" to improve agent, call center and enterprise performance to deliver legendary customer experiences.

What is User Adoption for Envision

Combination of the following:

Login Statistics

Multiple Department

Participation

Workflow Integration

Data Integrity

Envision’s Journey to Adoption

April 2003 New Salesforce Administrator Hired

User Adoption: ~65%

2004 Focus on data integrity, customization and integration.

User Adoption: ~80%

2005 Implemented Service & Support & started internal Salesforce

Committee

User Adoption: ~85%

2006 Downloaded multiple apps from the AppExchange &

implemented Monthly Salesforce Newsletter to users.

User Adoption: ~95%

2007 Implemented professional services into Salesforce

User Adoption: ~98%

Web Link Integrations

Google Maps

Yahoo News

This Day in History

Monthly Newsletter to Drive User Adoption

Combination of the following:

Tips and Tricks

New Features & Functionality

Hidden Game

Login Statistics

Automate Processes

Dashboards to Track Corporate Goals

Create a company wide dashboard to match

annual corporate goals.

User Adoption – Beyond Statistics

What Helps Drives User Adoption

Web Link Integrations

Newsletters – Envision Specific Salesforce Information

Workflow – Automated Processes

Highlight Progress Towards Company Goals With a Dashboard

All Users Can Access

What Measures User Adoption

• Reliable Data

• Participation

• User Satisfaction

Courtney House

Project Manager / Salesforce.com Administrator

Envision Telephony, Inc.

Courtney.House@EnvisionInc.com

Manager, Sales Technology

ADP National Account Services

Suzette Godwin Romer

suzette_godwin_romer@adp.com

World Class Service

Fortune 200 NYSE: ADP

More than 570,000 clients worldwide

2006 and 2007 Payroll Provider of the Year (HROA)

1 of 5 companies AAA rated by Standard & Poor’s and Moody’s

40,000 ADP associates

Founded in 1949

ADP is the largest provider of mission-critical, cost-effective transaction processing and information-based business solutions.

Help employers worldwide staff, manage, pay and retain

their employees

ADP Employer Services: National Account Services

Serve 5,000 clients, with 93% client retention

Pay 1 in 5 workers in the United States

Pay more than 9 million people in the U.S. each payday

Serve 25-30 million people with all products and services

Touch approximately 50% of all employees in companies

with more than 1,000 employees

6,000 associates

Offer dealer management systems for automotive, heavy

truck and power sports vehicle retailers

• Paperless Payroll• Tax Compliance• “ADP Check”• “PayCard”• “Positive Pay” - Check Recon & Escheatment

• Garnishments• W-2’s• On-line Pay Stmts. & W-2’s

• Payroll Hosting• Global Solutions• Tax Credit Services• Tax Filing• PTO Accruals• Deduction in Arrears• New Hire Reporting• Check Production and Distribution

• General Ledger• Payroll Administration

• CD-Rom Services

• Delivered in Traditional or HR BPO Model

• Career Centers• Online Sourcing and Recruiting

• Applicant Tracking• Onboarding• Background Checking

• Reference Verifications

• Substance Abuse Testing

• Employment Tax Credits

• I-9 Compliance• Job Fit Assessment• Negotiated Business Incentives

• Integrated HRMS (Web Native)

• Position Management

• Compensation Management

• Performance Management

• Health & Safety• Compliance Tracking

• Training & Skills Management

• Self Service ESS, MSS, Workflow

• Reporting Tools• Application Hosting or HRO Admin

• Health & Welfare Admin

• Open Enrollment• Carrier Enrollment • Call Center • Total Compensation Statements

• Flexible Spending Account Admin

• Commuter Benefits Admin

• COBRA/HIPAA Administration

• Premium Administration

• Employee Communication Services

• Time and Attendance

• Data Collection• Scheduling• Absence Management

• Activity Tracking• Labor Standards• Labor Forecasting and Budgeting

• Labor Analytics• Payroll Integration

• Defined Contribution Plans

• Third Party Administered Defined Contribution Plans

• SIMPLE IRAs• Executive Deferred Compensation Programs

• Premium Only Plans

• Unemployment Claims Mgmt

• Web-Based Accounts Payable

• Automation Services• Consulting• Sarbanes-Oxley Compliance

• Employment Verification Services

PRE-EMPLOYMENT

SERVICES

PRE-EMPLOYMENT

SERVICES

HUMAN RESOURCES

HUMAN RESOURCES

BENEFITS ADMIN

BENEFITS ADMIN

PAYROLL & BACK-OFFICE

ADMIN

PAYROLL & BACK-OFFICE

ADMIN

TIME &

LABOR MGMT

TIME &

LABOR MGMTRETIREMENTRETIREMENT OTHEROTHER

ADP and SFDC

6,700+ active Salesforce users worldwide

ADP National Account Services:

Deployed Salesforce in July 2004

675 active users

Many custom objects and downloaded

AppExchange applications

Office, Outlook and Offline editions

Integrations with OneSource, Miller Heiman, Eloqua

Force.com Mobile pilot starting

Getting Our Users Addicted to Salesforce

One Stop Shop for sales

Save them time

Leverage & integrate existing tools

Reduce administrative burden

Use workflow to automate manual processes

Monitor data quality

Embed Salesforce into your sales process

Get them trained from the start – and keep them there

Leverage mobile edition

SFDC

Targeted Client & Prospect Demographics

Marketing CampaignsCampaign Effectiveness/ROIEloqua Integration Opt Outs

Undeliverables

Lead Capture & QualificationLead Assignment & RoutingAlliances – Lead Referral & Tracking

Pipeline ReportingCompetitor & Win/Loss AnalysisExcel IntegrationManager DashboardsData Integrity Dashboards

Account IntelligenceContact ManagementOneSource IntegrationBilling InformationBubble Up/DownAcquisition Migrations Quarterly Updates with D&B

Marketing Automation

Reporting & Analytics

Team Selling/ Communication

Opportunity Management

Lead Automation

Account & Contact Management

•PBR/Pipeline Analysis•Competitor Analysis•Blue Sheet Integration•SC Resource Assignment•Deal Sheet/PricingReview & Sales Order

•Links to MSA Database& eStart

Account & Sales TeamsTerritory RealignmentActivity ManagementCross B/U Data SharingInside Sales TeamOutlook IntegrationNotes & AttachmentsGot It! Submissions Product Incident Reporting

One Stop Shop for Sales

Save them time

Frequent announcements on Salesforce Home

Page

Central hub to other internal & external

websites

Easy access to frequently referenced

information

Save them time

Post tip sheets & training links

Send them to Salesforce to get files, instead of clogging their

Blackberries with large attachments

Post policy documents for easy

reference

Leverage & Integrate Existing Tools

NAS was an existing OneSource client

Integrated OneSource to Salesforce using

Account Intelligence AppExchange

application

Leverage & Integrate Existing Tools

NAS was an existing Miller Heiman client

Integrate Miller Heiman Blue Sheets to Salesforce using SAM AppExchange

application

Reduce Administrative Burden

Eliminate Need to Manually Populate

Data into Forms

by leveraging the Office edition

Reduce Administrative Burden

Use Workflow to Automate Manual Processes

Monitor Data Quality

Create Data Quality Dashboards

Monitor Data Quality

Create Data Quality Dashboards

Link to internal systems

Monitor Data Quality

Create Data Quality Dashboards

Link to internal systems

Utilize third-party vendors

Monitor Data Quality

Create Data Quality Dashboards

Link to internal systems

Utilize third-party vendors

Create a Data Stewards team

“According to a report from the Seattle-based Data Warehousing Institute, poor data quality cost U.S. businesses more than $600 billion annually. Business data decays at a rate of 1.5% to 3% every month. “

www.searchcrm.com

Embed Salesforce into your Sales Process

Get them trained from the start – and keep them there

Leverage Force.com Mobile

•Provides anytime, anywhere access to Salesforce information

•Capture & view account team interactions in real time

•Initiate Blackberry emails or calls directly from a Salesforce Mobile Contact record – and log as activity

Make them effective and productive – wherever

they are!

Lessons Learned

Don’t send attachments via email - drive them to

Salesforce to view them

Eliminate duplicate data entry

Get them addicted to Salesforce from the start

Provide refresher training along the way

Make Salesforce part of their daily culture

Manager, Sales Technology

ADP National Account Services

Suzette Godwin Romer

suzette_godwin_romer@adp.com

It doesn’t have to be an uphill battle!

Integration & Mashups Greater Productivity

Desktop Integration features Efficiency

Data Quality Good Business Decisions

Newsletters improve adoption

Dashboards Drive User Behavior

Session FeedbackLet us know how we’re doing!

Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:

Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization

We strive to improve, thank you for filling out our survey.

Additionally, please score each individual speaker on: Overall delivery of session

Courtney House

Project Manager

Suzette Godwin-Romer

Manager, Sales Technology

Daryl Spreiter

Customer Succcess Manager

QUESTION & ANSWER SESSION