San Diego CRM ConsultingIntro 2015

San Diego CRM Introduction, Capabilities and Project Talking Points

SDCRM Definition of CRM

• CRM is a Relational Data-driven process that enables our clients to provide their customers and partners timely intersecting products, services, information and support for the life cycle of the customer relationship.

SDCRM Methodology• We actively listen to our customers and ask the right questions, the

answers of which lead us to additional questions that uncover the key customer information pointing us to the most intelligent design and blueprint that we can execute against.

• We work collaboratively with our customers to ensure they are active participants in all aspects of their projects to gain maximum buy-in and rapid adoption.

• We know that each project and situation is as much a learning opportunity for us as our customers and remain radically teachable to ensure that we stay cutting edge.

Why partner with SDCRM?• Objectivity - We have no ‘Horse in the race’ other than the success

of our clients.

• Visualization - We turn abstract and disconnected ideas and information into ‘complete sentences.’

• Communications Ability - We spend our days perfecting the ability to effectively communicate concepts and ideas to disparate customer groups.

• Open and Honest - We call things as we see them and say the hard things that others are hesitant to say.

Why partner with SDCRM?

• Experience and Training - We have developed and exercise the unique skill set that is created through years of experience while filling both IT and business roles. We have been on ‘both sides’ of the Help Desk.

• Grounded in Reality - We see things how they really are. We design and build enabling processes and systems which are the unseen catalysts for our client companies’ success.

SDCRM Investment Models

• Project Pricing - San Diego CRM advocates an “In for a penny, in for a pound” approach to Implementation or Development projects. The agreed-upon project price is THE price that will be paid. This allows SDCRM consultants to concentrate on delivering a stellar customer experience without the need to record hours, provide billing substantiation or other documentation. When the implementation stages are met, discussed and agreed to by both client and SDCRM, progress payment invoices are submitted for payment.

SDCRM Investment Models

• Monthly Retainer - San Diego CRM advocates a Retainer or Monthly fixed-fee approach to developmental or longer term projects. This is the preferred model for staff augmentation or outsourcing or as the run-up design phase of implementations that will shift over to Project Pricing once the project ‘edges’ are defined. For outsourcing, monthly deliverables and SLA’s will be set at the outset of the contract with scheduled touch-points prior to invoicing. For project run-ups the anticipated timeline and project inception date will be discussed and agreed upon with monthly progress meetings prior to invoicing.

SDCRM - Company Data

• San Diego CRM Consulting founded in 2000

• 19 Retained Consultants “Constellation of Consultants” - The best and brightest in their fields (Marketing, Sales, IT, data normalization - migration, web, API, PHP, custom applications)

• David Inniss, MBA principle CRM Consultant / Salesforce.com Architect/Implementation consultant

• 1250+ Complete CRM engagements across numerous vertical markets - including media marketing, sales, affiliates

Capabilities• Consulting

• SDCRM principals each have over 20 years full-time business/CRM consulting experience

• Best Practices for Marketing, Sales, Operations, CRM, Data

• Vendor Selection and management

• Support Agreements/Outsourced CRM Functions

• Contract COO/CTO/CIO/CMO/VP Sales

Capabilities

Process Mapping

•Integral for Company Transformation/Process Inception, Improvement•All Engagements begin with P.M.•Maps generated for all in-scope areas•Interactive generation - Live creation•Guarantees 100% process transparency

Campaign Insertion Object (IO) Process and Custom Objects

Adsmobi prepares IO in their own DB

Agencies

IO has unique ID as a specific advertiser -

External Key - Field with Auto-Generated ID

IO is Custom ObjectID

Agency (Master Detail) to Account

One to Many for potential multiple IO's per Agency

Daily Budget Cap?Specific End Date?

Agency Account

Agency Opportunity/Sale

IO (Proposal) fields in Opp? with Master Detail

to OppRequired:

Status of IO (Proposal, Ad-Ops Setup,

Campaign Tools SetupUnique ID

Daily Budget CapSpecific End Date

Billing Contact for IOCredit Limit from

Account? (Trigger)

Soma Is DB of record for operations tied to IO's

IO Performance Object Imported data Daily?

Data Loader with templates for loading

Rollup Summary against IO

Performance to show at IO Level

IO Proposal to ClientVerbally to client

Formalized Proposal not necc. at this time

Negotiation - Revised Proposal

Client Signs Off - Proposal attached to

SFDC

Ad-Ops then take over and creates rules about

IO

Workflow to notify AD-Ops about

status

IO/Campaign Goes Lives

Stat Data imported into SFDC?

Any person at point-of-contact responsible

Invoice/Payment Status

Quickbooks Online

Pervasive

Leads are more relationshal

When lead is created - Time based workflow for

follow-up

Last contacted data - sorted by date

CapabilitiesDesign

•Critical to successful project •Blueprints for system design•Iterative/Interactive process•Interactive generation - Live creation•Creates ‘End state’ target•Provides project milestones•Provides inherent training opportunities

Investment Organizations

Account Record Types

Land Owner Crushing Companies

Crushing CompaniesGovernment Agencies

Off Takers - RefinerOther Corporate/Misc

Plantation Management Companies

Custom Many to Many Object. Join Accounts to Plantation/Project Object

Investment

Custom Object: Plantation/Project.

Investor Contacts

Land Bank Contacts

Crushing Contacts

Other Contacts

Off Taker Contacts

Government / Country Contacts

Crushing Contacts

Management Contacts

Opportunity / Record typesContact Record Types

Plantation - Just buy seeds/products

Pilot/Project

Opportunities are Children of Accounts,

but will be connected to their appropriate

Plantations/Project. We can also do a many to many connector so

that one opp can be for multiple Plantations

Contacts are Children of Accounts, but will be

connected to their appropriate

Plantations/Project. We can also do a many to many connector so

that one contact can be individually connected

to multiple projectsCustom Object: Cultivars

High Level Overview of Design for Salesforce.com

Off Takers - ChemicalLocal Ag Partner

Regulatory Agency

Plantation

VIP - Service Only

Plantation Sponsor Companies

Capabilities

Training / Adoption•Live On-Site Training•Live Gotomeeting Training - Recorded and stored in p-word protected site on vimeo.com•Recorded Pre-requisite Training(http://vimeo.com/channels/sfdc101)•One on One C-Level training•Follow-up ‘Sharktank” Q&A Sessions

Case Study - LDK Capital

Goals1. Create Process and system to automate

purchase, remodel, market and lease/sell distressed homes

2. Create bid algorithms for auction strategies

Tools/Technologies

Process MappingForeclosureradar.com

salesforce.comforce.com

LDK Capital WorkflowForeclosureradar.com - Property up

for Auction

Filtering Criteria on the Foreclosure Radar. Homes that hit are

researched

Export list of Target homes in .CSV

Import list of homes into Salesforce/CRM

Drivers are assigned to check out the house.

Each County has a PM that assigns homes in his/

her county to drivers - Task generated with email

notification to Driver

Driver gets task email and logs in through Portal to

view house data, etc

Driver visits property and takes and uploads photos

and gets info about the property. Fields in

Salesforce. Driver enters date driven and workflow

checks "Ready for Appraiser" List - Workflow

fires and assigns appraiser based on county and status of Ready for Appraiser

Title Researcher #1 logs in through Portal and views list of properties

requiring review

Title Researcher #1 updates Property Record

fields that are theirs

Title Researcher #2 logs in through Portal and views list of properties

requiring review

Title Researcher #2 updates Property Record

fields that are theirs

Formulas inside system compare two fields and if different then flag them.

Workflow to check a box

Appraiser logs in through portal and pulls list of

properties in their country that have been driven and

are ready for review

Appraiser does his work and looks for comps in that area and updates

data in record.

Once Appraiser is done and Title Research is done, Record Status

changed to "Research Done" or some such. Record flagged by workflow so

that Auction Mgr knows to evaluate

If Flagged record, additional work done to validate, etc before it

moves on

Auction Manager reviews all fields and edits if needed. They should have option to

decline the property based on found results. They have to approve or decline the property before it goes on bid sheet

Approved Properties show up on the Bid Sheet / Report listing salient data for

person at Auction

Bidder at Auction on iPad pulls up list of properties that they can bid on, as

Properties come up they annotate the disposition of the property.

Delayed?Y NUpdate Property Record to show new

Auction Date

A

A

Case Study - Credit Union

Goals1. Improve Customer Data

processes across Commercial, Wealth Management and

Foundation2. Maintain security across all data

and departments

Tools/TechnologiesProcess Mapping

Trainingsalesforce.com

force.com

CH Accounts

Business AccountsClassical Account/Contact

Acme

ContactsContacts

ContactsContactsContacts

Bill Jones - CEObjones@acme.com

OpportunitiesDeals/XactionsOpportunities

Deals/XactionsOpportunitiesDeals/XactionsOpportunities

Deals/XactionsOpportunitiesDeals/XactionsOpportunities

Deals/Xactions

Commercial LendingBusiness Services

DepositsSBA

Bill JonesWM Client

bjones@gmail.comFirewall

Mary JonesWM Client

mjones@gmail.com

Law Firm of Michaels and Jones

Michaels

Relationship GroupRetirement

Sam SneedWM Client

Record Type: WM

Account Record Types1. Person Accounts - WM

2. Corp Accounts - Commercial

3. Business Accounts - Partners/Vendors

Smith - VENDORCPA

Person Accounts - Sole Prop

Soloman Smith, CPAContacts

Soloman Smith - CEOSmith@Smithcpa.com

Vendor

Consumer Lending

Checking Accounts

Saving Accounts

InterestsHobbies

Shirt SizeEtc

Case Study - Finance Company

Goals1. Increase throughput for delinquent accounts by 15%

2. Identify gaps in process and create application to automate data

process

TechnologiesProcess Designsalesforce.com

force.com

Finance CompanyDelinquent Account Workflow

Patient Custom ObjectLast Payment Date

Missed Payment Flag

Assumptions1. Account Exists for Practice and for Unique Patient (Upsert from E.C. into

Patient__C object)2. Flag Must be set inExtend Credit and that

data must move into SFDC When notified by Payment Processor that payment has been missed, then record is

flagged as Delinquent (PI List)

Patient Object contains demographic data about practice and patn and the loan that was

taken out.

Extend Credit

Nightly Export from EC

Upsert into SFDC Patients

Patient Delinquen

t?

Y N

As Evidenced by:1. Delinquent__C = True

2. Delinquency Date__C Not Equal to Blank3. Payment Issue Status__C Not Equal to Cleared

Immediate Email to Practice that Patient has

missed a paymentA

Moved to S03

Y N

As long as Delinquent__C = TRUE AND

Payment Issue Status__C NOT Equal to Cleared

Email to Practice telling them that Patient X has moved to Pending Hard

Collections

A

Notifications to Practices"Rules of the Road"

1. When patient goes delinquent2. When patient's status is Cleared

3. When patient's Sub-status is moved to S03 - Pending Hard Collections

Cleared?Y N

A

B

B

Immediate Email to Practice that Patient has

Cleared

Data Model

Enhanced Reporting Internal

Enhanced Reporting External

Practice Portal

Triggers for Communications to Practice

First Missed / Account is ClearedMove to different collections status (Soft/

Hard)

Loan is written Off

Less than 10,000 Users Planned

Case Study - Tony Robbins (RRI)

Integration PointsCRM System

MAS500 - AccountingWebsite

Credit Card ProcessingEvent Registration

Point of Sale Purchasing Technologies

Custom Controller (Interface Engine)Registration/Barcode/POS application (Adobe Flex)

Web Interface (API)Custom Automations (APEX Triggers)

Opportunity ready to Close

CC Application

Paypal Gateway

Authorization

Authorization

Controller - Data in Tables

Controller Sees Closed/Won and Pulls that data into Controller

Table - ONLY IF PRODUCT OPP

Now

Opportunity Closed/Won

Controller Pings MAS500 and says "I have new

Transaction"

Transaction still just Authorized, not captured

MAS500 Staging Table/Component of Contract

Mgmt

Data processed by MAS500

Process to pull all data from Controller to Staging

Table

MAS500 validates data against existing data in

MAS - Is data correct and UPSERT

Success?

Y

N

Product ShipMAS goes for Capture from Paypal

Error Message sent to Controller regarding trans

Transaction still just Authorized, not captured

Capture info passed to MAS500 from

Paypal

Contact Data

• Phone: (619)866-4276

• Email: sales@sdcrm.com

• Web: www.sdcrm.com

• Linkedin: https://www.linkedin.com/in/davei