Partnering with Strategic Services: A

Proven Formula for Implementation

Success

DevelopersMike Lingo: Astadia

Bryan Busse: salesforce.com

Tony Beller: salesforce.com

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Session Objectives

Understand when and how to engage with Strategic

Services to ensure implementation success (Offerings)

Understand how our Strategic Services can enable your

team on the job

Hear from your peers how they were able to leverage

Strategic Services for success

Agenda

Who is Strategic Services? What are the offerings that

Strategic Services have to partner towards

implementation success?

Who is Astadia?

From a partner perspective, how is it to work with

Strategic Services

Questions & Answers to Panel

Strategic Services

salesforce.com

Who is Salesforce.com Services?

Global Presence

North America

South America

Africa

Europe

Asia

Australia

JapanA global team of 800+

certified consultants,

trainers, support, and

adoption experts.

Salesforce Value

• Oversee complex and high impact

customer projects.

• Provide deep subject matter

expertise on key opportunities.

• Rescue implementations that

have gone wrong.

• Capture feedback for impactful

product development.

Partner Value

• Package learning's from early &

complex engagements.

• Leverage deep connections with

Product Management

• Augmented delivery for unified

value proposition to customers.

• Provide thought leadership on

establishment of cloud practices.

• Be integral to the ecosystem‟s

vitality and passion on the

salesforce.com portfolio.

• Knowledge growth *****

Strategic Services Specialization

Strategic Services & Customers for Life

JigsawData Cloud

Growth requires a focus on our core value proposition of deep subject matter expertise

on the Salesforce portfolio to enable successful execution of strategic deliverables.

Client Value

• Lead / underpin the most

complex, cutting edge

engagements.

• Enable a partner ecosystem for

scale, specialization and choice I

can trust.

• Provide architectural insight to

build a business on cloud

technology.

• Act as an ultimate escalation point

to resolve things that go wrong.

Depth and Breadth of large-scale, complex

global implementations

Validate and Optimize configuration and

architecture during the project lifecycle

Objective Assessment of proposed solution:

• Functional, Technical and Data Reviews

• Design, Build and Deploy Reviews

Leverage direct connection to our Product

Management organization

Validate and Ensure successful and

sustainable deployments

Leverage Our Capabilities and Expertise to

Ensure Sustainable Success

Augment Customer or Partner team with

new feature knowledge, experience & deep

connections to product managementExpert Assist

Functional and Technical Solution Design

Review and Build ReviewExpert Review

Ensuring Your Investment in Salesforce is Successful and

Sustainable, Every Step of the Way

Add a designated architect to your account for

wall-to-wall on-boarding and adoptionRetained Architect

These comprehensive appraisals of current

deployments assess how well such solutions

conform to best practicesArchitecture

Review

Pro

ject

Specific

Custo

mer

Specific

When to Use Expert Services ?

Mike Lingo

Astadia

Who is Astadia?

As the #1 salesforce.com

Partner for the last four years,

Astadia has proven that Cloud best

practices, strong global sales and

delivery execution, multi-SaaS

product solution packaging, and an

agile enterprise methodology can

maximize customer adoption of

cloud solutions and ensure project

success.

The Leading Saleforce and Cloud Integrator

Our Six Solution Focus Areas

Companies

navigating the

current economic

landscape need a

systematized,

predictable front

office.

We redefine how

companies

business processes

interact with their

customers.

Astadia Integrated Solutions

Astadia Implementation

Methodology

Astadia Implementation Methodology [AIM]

AIM is a proven approach born of:

4,800 successful SaaS implementations

Disciplines from many methodologies:

Agile Software Development

Six Sigma

RAD (Rapid Application Development)

XP (Extreme Programming)

Meet unique challenges of Cloud projects

Designed for all levels of engagements

Designed for The Cloud

Rapid builds support immediate ROI achievement

SFA, Marketing Automation, Social Networking

Proven frameworks that support

Legacy systems Integrations

Data cleansing/migrations

Interfacing with established SDLC and IT

„best practice‟ processes

Flexibility for Companies of All Sizes

Agile

RAD

Six Sigma

XP

Thousands of SaaS Projects

Leading Edge Process Documentation

Methods

Our Clients appreciate the value

Consultants learn the clients‟ vocabulary and can translate our experiences

Creates powerful tools for clients to use during Process definition Workshops

Move from an undocumented

process to Understanding

What do my people need to

do?

What will the system/s do to

support them?

Where are my Process Control

points?

Where do I need to measure

the process in order to

manage it?

Examples of

Strategic Services Success

DIRECTV is a media powerhouse with 16,000 employees and yearly

revenue exceeding $22 Billion. DIRECTV subscribers enjoy access to

over 285 channels of 100% digital picture and sound, exclusive

programming and a comprehensive collection of sports programming .

Challenges Inconsistent lead management and

customer care escalation for the

commercial sales business unit and

commercial sales Dealer Network

Need to insure CTI with existing Avaya

and Cisco telephony systems

Integration and real time queries with

various legacy customer databases

Need improved analytics to measure

team and Dealer effectiveness and

target areas for improvement

Solution 570 Seat implementation

Documented existing business

processes, data sources and

implemented refined processes using

salesforce.com

Leveraged salesforce.com Expert

Services to validate computer

telephony integration (CTI) vendor

selection and solution

Built necessary interfaces and real time

queries to legacy systems

Implemented Partner Portal to

communicate with and track

effectiveness of Dealer Partners

Created reports and dashboards to

show sales and support team

performance

Why Expert Services? Large data volumes

Real-time Call-Scripting integration with

external vendor

Mission-critical client project

Governor limits challenges

Heavy IT Governance requirements

Aggressive deployment needs based on

business schedules and product

offerings

Astadia Helps DIRECTV Streamline Customer

Care for Its Commercial Line of Business

With more than 80 million active users around the world, the AVG family of

security software products is distributed globally through resellers and

through the Web and supports all major operating systems and platforms.

Astadia Helps AVG Replace Genesys Helpdesk

Solution

Challenge

A fully integrated solution for

Sales/Marketing /Customer

Service, giving a combined view

of all customer interactions

A complex infrastructure

including legacy systems.

Required real-time and batch

integrations, CTI.

Solution deployed to a global

sales & service organization,

and Distributor/Re-seller

network

Solution Why Expert Services?

Replaced Genesys support

systems with Salesforce Sales,

Marketing, Service and Support.

CTI Integration with Avaya

Integration with diagnostic tools

that allow remote access to

client‟s computers

Real-time Integration of

salesforce.com with legacy

system (ICE) for Software license

generation.

Real-time integration and CTI-

enabled Service Cloud

Heavy legacy systems

integration requirements

Global Sales and Service

deployment

Multi-vendor telephony stack to

replace or integrate (Genesys

and Avaya respectively)

“Complex” Distribution/Reseller

model in a dynamic and fast-

growing business

Large High Tech manufacturing company implementing Service Cloud in a

“seed and grow” strategy, including new Salesforce Knowledge product

offering

Salesforce Expert Services Helps with Service

Cloud Implementation that Includes New

Salesforce Knowledge Product

Challenge

New product (Salesforce

Knowledge on the platform)

Large customer with mandatory

requirements not yet in the

product

Success key stepping stone to

larger license deal and

additional implementation

opportunities

Solution Results

Partner primes solution and has

overall project responsibility

Salesforce Strategic Services

owns Salesforce Knowledge

implementation

Salesforce Strategic Services

provides reviews of overall

architectural design

Tight coupling of strategic

services, development, and

product management allows

customer‟s requirements to be

met

Successful Global Deployment

Customer expanding Service

Cloud deployments to additional

groups

Insurance Provider is replacing a legacy environment with 20+ systems

that must be integrated prior to go live. Salesforce solution selected to

Salesforce Expert Services Helps Insurance

Provider with Complex Back-end Architecture

Integrating 20+ Systems

Challenge

Complex integration

environment – 20+ systems

being integrated into

Real-time and batch feeds

Middleware vendor not decided,

and no middleware in use at

client

Solution Results

Embed Technical Architect and

Application Architect as members

of the team during

implementation

Review overall solution

architecture to ensure scalability,

performance, and ongoing

maintainability

Work with partner ecosystem to

help select ideal middleware

platform

Partner and Strategic Services

working together develop a

scalable plan that can be

accomplished within the

timeframes desired by customer

Recommendations made to

back-end system architecture to

make effort easier

Help select right middleware

vendor to ensure long-term

customer goals

Provide code reviews during

build to ensure governor limits

will not be an issue

Benefits of Salesforce Strategic Services

Review of strategic design approaches – “Another pair of eyes”

Both functional and technical reviews maximize adoption

opportunities

Carries through the “what the client expected” in the sales cycle all

the way through implementation

Creates stronger application support capabilities within

salesforce.com team

Ensures applications or features at perceived “bleeding edge” get

delivered successfully

Best Practices in Using Expert Services

1. Involve Strategic Services Early - Engage Strategic Services early to

help scope the right expert services before a quote has been presented,

and have it be a part of the initial solution

2. Communicate Roles and Approach with Client – Do this early and

often in the sales cycle to avoid confusion later, and ensure the client

understands the value of Expert Services

3. Treat Expert Services as “part of the team” – integrate the teams to

enable knowledge transfer and a cohesive working team. Make sure

someone takes away the knowledge from what the Expert Services team

has done

4. Partners are experts, too – Expert Services is an added layer of deep

expertise on top of the knowledge the partner brings to the engagement

If you need help from Expert Services

please contact your Solution

Engagement Manager (SEM)

If you don‟t know who your SEM is,

contact your Account Executive

Questions?

Partnering with Strategic Services: A

Proven Formula for Implementation

Success

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