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

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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