© 2011 VMware Inc. All rights reserved

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VMware’s Journey to the Cloud: VMStar Service Cloud

March 2012

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Project Description

� SFDC Service Cloud

• VMware’s Global Support Services (GSS) organization needed consistent best

practices to drive a positive customer experience from anywhere in the world.

• GSS needed a cloud-based global support solution for scalability, price-

performance and enterprise visibility.

• Integration with sales and partner platforms would drive further benefit through

a unified view of more customer touch points.

• Salesforce.com was selected as the SaaS solution that could help fulfill

business objectives.

• The project included implementation of SFDC Service Cloud, an integrated

Nirvanix cloud storage solution, to allow customers to upload large

attachments and integrate with other applications for Accounts/Contacts data

synchronization, entitlement verification, knowledge management, defect

management and IVR.

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Business Need

� Challenges

• VMware’s legacy support solution was dated, on-premise only and lacked

integration with email and web tools.

• IT needed a cloud-based, scalable solution to drive cost and operational

efficiencies.

• There was no real integration between SFA and Support environments —

customer data was siloed.

• There was no consistently applied customer support best practices.

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Solution

� SFDC Service Cloud drives consistent, global best practices,

regardless of location.

� There is now a unified view into support and sales history.

� The cloud-based solution drives low TCO and reduced IT overhead.

� Solution provides high scalability and improved agility.

� Workflow replaces email for reliable and expedited problem

resolution.

� User interface is intuitive, navigation is easy and the search

capabilities are robust. Multiple tabs can be opened simultaneously

so all needed resources are in front of the support representative

when they need it.

� CTI integration between Avaya and SFDC performs much better

than the previous solution, resulting in more efficient customer

support and increased agent productivity.

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Service Cloud Architecture

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Service Cloud Schema

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Implementation Details: Guiding Principles

� Simplify and improve our business processes

• Align towards global processes across contact centers

� Leverage out-of-box functionality wherever possible

• Reduce complexity

• Improve user experience

• Increase stability

� Embrace the opportunity to change!

• Be open to new methods and tools when working - and resolving - your

cases

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• Accounts

• Contacts

• Cases

• Case Creation

• Case Assignment

• Case Handling

• Case Management

• Account & Contact Management

• Escalation Management

• Reporting and Metrics

• Business Continuity (eForm)

Key SalesforceObjects

Stakeholder

Groups

Users

GSS Salesforce

Service Cloud

Scope

Functionality

Data

Conversion

Entities

Geography

• TSEs

• TSMs

• Licensing and CSC

• CS

• Escalation

• VCE

• GSS Management

• Accounts - ~100,000

• Contacts - ~600,000 with CN#s

• Cases - ~50,000 Open + 30 Day

• Activities - ~400,000

• Attachments

• AMERICAS

• APAC

• EMEA

Integration

• Activities

• Notes

• Attachments

• Products / Entitlements

Implementation Details: High-level Scope

• GSS Management

• GSS Senior Management

• Engineering

• Salesforce.com Leadership Council

• Business Leads

• Other?

• Accounts (UCM and EBS)

• Contacts (UCM and EBS))

• Customer Portal (Existing)

• KnowledgeBase (Knova)

• IVR / Admin Portal for Auto Entitlement

• CTI Screen Pops

• Entitlement Verification

• Script Server

• Bugzilla

• WebEx

• Existing Customer Surveys (CSAT)

• Internal Website

• Reporting and Metrics

• eForm – Business Continuity

• Email via Exchange

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Implementation Details: Use Case and Profiles

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Implementation Details: Use Case and Profiles

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Implementation Details: Use Case and Profiles

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Implementation Details: Use Case and Profiles

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Benefits

� Improved customer satisfaction with ability to upload large files

from the customer self-service portal

• With the previous solution, large files were sent via FTP to VMware, separate

from creating the SR

� Improved Avaya and SFDC IVR integration, resulting in quicker SR

screen pop when answering a customer call

• Screen pop took longer with the previous solution

� Consistently good SFDC SaaS performance globally, resulting in

satisfied and more productive support agents

• Previous on-premise solution had frequent location-specific performance

issues due to network latency and server capacity

� More robust email2case processing for technical and licensing

requests, resulting in improved email channel efficiency

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For more information

Ajay Sabhlok, IT Director, SFDC Technical Services

asabhlok@vmware.com

(650) 427-5619