SFDC Governance - March - 20150331v2

© 2014 Rovi Corporation. Company confidential.1

Technologies to Advance Usability and Monetization in Media & Entertainment

July 2014SFDC (CRM) Steering Committee MeetingApril 1, 2015


Business Initiatives Status Update


Completed Projects

Project name Sponsor

ServiceNow Problem Management Corry

ServiceNow HR Helpdesk Corry

Marketing Automation Burke (Foo)

Salesforce Enablement (Enabling Client Director Model) Burke (Slater)

Q2

Aprilr

Q1

January Febraury March

2015

Go-live date

today


Status of Prioritized Salesforce-Related Investments 2015

CPQ LiteLead-to-Contract

Phase 1

CLM – Sales contracts

Marketing Automation

Next Generation Customer Support

Portal

SPEED to Salesforce migration

1

2

4

5

6

Projects

• Pricing and Quoting automation (Configure – Price – Quote) • In Progress

• Contract Lifecycle Management automation

• Data Migration from LCR to CLM • eDocs migration

• In Progress

• Sales Enablement• Order Fulfillment• Ads Scheduling

• In Progress

• Event to Quote (Calendar, Campaign tracking, Opportunity Funnel)

• Creative Services, Press Release & Demand management

• Completed knowledge transfer session with IT Ops 30 day sustainment

• Evangelizing Condor subscription model

• Data Client Services Consolidation • PO and LCR approved schedule April Kick-off

• .NET Legacy App to SFDC • Improve integration and accuracy

of SPEED reporting• SLA enforcement and entitlement

• PO and LCR approved schedule April Kick-off

Status

ALF Integration and Reporting(ALF Phase III)

3

Slat

erSa

mov

arCo

llins

Vasis

htCo

llins

Colli

ns

Owner

prio

ritiz

edpr

iorit

ized


Execution Update

Project name Sponsor

Automation of Term-Sheet generation – CPQ Lite Burke (Slater)

Contract Lifecycle Management for Sales Agreements

Pamela Sergeeff (Kerry Samovar)

Ad Business Improvement (Alf Phase III) Burke (Shallow)

Marketing Automation Burke (Foo)

Next Generation Customer Support Portal Burke (Foo),Corry (Collins)

SPEED Migration into SFDC Assets Corry (Collins)

CPQ / CLM Phase II (New) Burke /Sergeeff

Q1

Jan

2015

Feb Mar

Q2

Apr May Jun

Q3

Jul Aug Sep

April 1

1

4

5

6

2

3

7


Execution Update

Enhancements

Client Director Model Data Changes Burke (Slater)

SFDC Production Instance Migration Corry

SFDC Account Object Cleanup Phase II Burke (Slater)

Service Provider Channel listing migration Corry

Calendar Anything Phase II Burke (Vasisht)

Automation of Revenue Forecasting from SFDC Snapshot to BI Burke (Slater)

Q1

Jan

2015

Feb Mar

Q2

Apr May Jun

Q3

Jul Aug Sep

April 1


WW Sales Operations

Focus What We’ve Done What We’re Doing Identified Next Steps

Business Alignment

• Improved Advertising workflow & data management• Added BG PM “Interlock” fields to Opportunities• Added BG PM Forecast Flag to Opportunities• Integrated SFDC with Birst for Sales analytics• Analyzed adoption metrics using SFDC Cloudpulse• Updated BG to Product Name mapping

• Updating Account Owner & Team, and Opportunity Owner & Team to reflect 2015 Client Director assignments (3/10 – 3/13)

• Developing potential Sales analytics & KPIs using Birst

• Review Opportunities to correct inaccurate Sales Stages & dates

• Expand account Contacts using Data.com Prospector

• Provide “Daily Prospect Reports” using Pardot marketing automation

• Update Product object to reflect new product hierarchy

UserAlignment

• Launched quarterly User Satisfaction Survey• Updated BG PM user profiles & opportunity access• Deleted ~700 unused reports & dashboards• Deleted unused Account record fields & lists• Deleted unused system-level packages

• Providing focused BG PM user training• Providing expanded Sales user support

using Sales Operations team• Developing Sales user training approach• Updating Sales user profile data

• Simplify account list (“Account Merge”)• Further cleanup Account records • Start cleaning-up Opportunity records

Technology Effectiveness

• Deployed Strategic Account Planning (Dealmaker)• Enabled Chatter for CLM platform users• Integrated trade show calendars (CED, phase 1)

• Driving Sales completion of Dealmaker eLearning & training

• Working with account teams to start building targeted Account Plans

• Designing new SFDC Sales Role hierarchy & opportunity security model

• Developing approach to expand available reports & dashboards

• Cleanup account Contacts using Data.com Clean

• Launch Chatter for Sales, Marketing & Services

• Provide automated Sales Agreements (CLM)

• Provide automated Term Sheets (CPQ)• Improve trade show calendar UI &

reporting• Access via mobile, PC + Mac Outlook

integration

Program Management

• Formalized SFDC Steering Committee• Analyzed Service Desk SFDC request performance• Enhanced IT Change Management processes

• Developing consistent & routine method for user communications

• Improving & scaling Service Desk support through off-shoring

• Reviewing functional license needs

• Expand analysis of cross-functional intersection points

SFDC Improvements based by Assessment & User Survey


Salesforce License Usage by EVP

Burke, John; 223; 69%

Corry, William K.; 62; 19%

Sergeeff, Pamela Anne; 21; 7%

Halt, Peter C.; 12; 4% Armaly, Samir B.; 5; 2%

Total: 323


Salesforce License Usage by Business Group (BG)

- COO is R & D- Sam Vasisht is the primary owner of “Corporate – Marketing”

Strategy

& C

orpo

rate

Develo

pment

Global

Servic

es & P

artne

rships

Analyt

ics

IP Licens

ing

COO

G&A - CFO

G&A - Leg

al

Corpor

ate - M

arke

ting

Discov

ery

Metada

ta

Infrastr

uctur

e & O

pera

tions

Sales

0

10

20

30

40

50

60

70

80

90

100

15 5 5 6

12

21

30

4044

62

92Total: 323


Salesforce License Usage by Manager

Long

aker,

Dav

id

Weidman

, Kath

y

Collins

, Deb

orah A

. (Deb

bie)

Java

id, O

mar

Vasish

t, Sam

rat

Sergee

ff, Pam

ela A

nne

Halt, P

eter C

.

Radov

anov

ic, Ig

or

Henry,

Mich

ael

Hoctor

, Joh

n Corn

elius

Rojas,

Pablo

May, D

arren

James

Foo, M

eliss

a

Armaly

, Sam

ir B.

Burke,

John

Corry,

William K

.

Kalina

, San

dy

Wuchte

r, Tere

sa M

arie

Patel, A

rvin

Ivins

, Bob

0

10

20

30

40

50

60

70

80

90

10092

4440 40

30

21

10 8 85 5 5 4 4 2 1 1 1 1 1

Total: 323


SFDC Support Dashboard


Executive Summary

• The volume of SFDC tickets is stabilizing around 50 tickets/month• Volume of pending tickets is increasing 3-5 tickets/month• Closure time for tickets is stable or decreasing:

– Tier I: 3 days, down from 21 days in November 2014,– Tier II: 3 days, down from 34 days in November 2014,– Tier III: 4 days, down from 5 days in November 2014,– Enhancements: 2 days, decrease from 6 days in November 2014.


Monthly Number of Incidents/Requests

Tickets Pending

Open/Closed Tickets Total Opened: 320

Total Closed: 345

Avg Opened: 53Avg Closed: 58

Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150

20

40

60

80

100

120

5067

48 42 60 5344

98

61 37 56 49 OpenedYTD Opened


102030405060 51

20

712 16 20


Resource Utilization and Support CostResource Utilization (FTEs)

Total Support Cost (6 mo): $163,200


0.51

1.52

2.53

3.5 3.3 3.3

1.8

1 1 1


5,00010,00015,00020,00025,00030,00035,00040,000

33,350 33,350 30,950

17,600 17,600 17,600

Cost ($)


Request Count & Average Closed daysEnhancements, Average closure days

Tier III Tickets, Average closure days Total Tier III requests closed: 55

Total Enhancements closed: 30


5

10

15

20

25

30Sep-2014;

22

Oct-2014; 28

Nov-2014; 6Dec-2014; 8

Jan-2015; 0Feb-2015; 2


2

4

6

8

10

12Sep-2014;

11

Oct-2014; 6Nov-2014; 5

Dec-2014; 4Jan-2015; 5

Feb-2015; 4


Request Count & Average Closed daysTotal Tier II requests closed: 106

Tier II Tickets, Average closure days

Tier I Tickets, Average closure days Total Tier I requests closed: 130


10

20

30

40

50

60

70Sep-2014; 60

Oct-2014; 26

Nov-2014; 34

Dec-2014; 2 Jan-2015; 4 Feb-2015; 3


5

10

15

20

25

30Sep-2014; 26

Oct-2014; 16

Nov-2014; 21

Dec-2014; 3 Jan-2015; 3 Feb-2015; 3


Thank You

SFDC Governance - March - 20150331v2

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