Strategies for Successful Enterprise Wide Salesforce Deployments
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Transcript of Strategies for Successful Enterprise Wide Salesforce Deployments
Strategies for Successful Enterprise-Wide Salesforce Deployments
Chris Coppa Chief Technology Officer University of Southern California Marshall School of Business
Deepak Rama Senior Engineer Stanford University Graduate School of Business @StanfordBiz
Agenda
• Drivers for Change • Salesforce Deployments • Measuring Success • Areas of Success • Challenges • Data Governance • Q&A
Drivers for Change
Marc Benioff Chairman & CEO
About USC Marshall School of Business University of Southern California Marshall School of Business
• Founded in 1920 as the College of Commerce and Business Administration, we are the oldest AACSB accredited school of business in Southern California.
• 2,000 Ph.D., Masters, and Graduate Certificate Program students • 4,100 Undergraduate Majors / 900 Minors • 250 full time faculty / 250 staff
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
Marc Benioff Chairman & CEO
Strategies for Successful Enterprise-wide Salesforce Deployments
• Drivers for Change • Searching for a foundation platform as opposed to applications • Looking for new and better ways to solve problems • Leverage new technology and cloud services • 360 degree view of all Marshall constituents
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
Marc Benioff Chairman & CEO
Strategies for Successful Enterprise-wide Salesforce Deployments
• Drivers for Change • Death to Excel!!! (No offense Microsoft)
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
Marc Benioff Chairman & CEO
About the GSB
First Last Name Title
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
• Founded in 1925, one of 7 schools
• Small : ~1000 students, ~120 Faculty, ~400 staff
• But Impactful: • 3 Nobel faculty
• Phil Knight(Nike), Mary Barra(GM), Charles Schwab
(Schwab)
• Highly collaborative lifelong network between students, faculty and alumni
Principal Drivers – Core CRM
• Institution-wide platform => Easy information sharing
• Track individual + organizational relationships
• Flexible + extensible => Richly attributed relationships
• Apps Ecosystem => Additional BI / Analytics to derive additional value
• Pure cloud solution => Reduced maintenance overhead
Principal Drivers – Custom applications (Force.com)
• Consolidate fractured legacy platforms (Java, .Net etc)
– Cloud based, reduce overhead
– PaaS IaaS
– Higher order capabilities compared to options like Azure or EC2
Salesforce Deployments
Marc Benioff Chairman & CEO
Strategies for Successful Enterprise-wide Salesforce Deployments
• Salesforce as a Platform • The goal of Salesforce is to establish a “cradle to grave” relationship management system for our most valuable resource – people.
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
Engage • Undergraduate
Admissions • Executive Education • Career Services • Graduate Admissions • External/Alumni Relations
Integrate • Student Information
Systems • Administrative
Information Systems • Central Advancement • Alumni Relations
Educate • Academic Alliance • Premier + Success
Plan • Integration into
Business Analyst Curriculum
Salesforce @ GSB - Chronology • Core CRM solution, Custom Applications Platform
Salesforce Footprint @ GSB Faculty Administration
Ø Promotion / Tenure
Ø Recruitment
Ø Faculty “HR”
MBA Program
Ø Class preferencing / allocation
Ø Study Trips preferencing / allocation
Ø Class catalog
Ø MyGSB Intranet Portal Integration
Ø Internship / Project Opportunities
Stanford Institute for Innovation in Developing Economies (SEED)
Ø Prospect Management
Ø Applicant lifecycle (apply, evaluate, decision)
Centers & Programs of Excellence (Entrepreneurial Studies, Social
Innovation, Value Chain Innovation etc)
Ø Individual / Corporate Relationship Management
Ø Events, Seminars
Executive Education
Ø Prospect Management
Ø Corp Relationships
Facilities
Ø Work Request Management
Ø Student Housing - Application and Allocation
Campus ERP (Peoplesoft) Alumni System
I N T E G R A T I O N S
M A N U A L
A N A L Y T I C S / B I
Career Management Center
Ø Employer Relationships
Measuring Success
Marc Benioff Chairman & CEO
Strategies for Successful Enterprise-wide Salesforce Deployments
• Measuring Success
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
Measuring Success
• Direct: – Pure cloud => Maintenance overhead – Zero overhead for building administrative interfaces
• ROI: – Rapid creation => Increased nimbleness of IT and business units – Flexible + extensible => Able to meet higher order needs, beyond tactical business
requirements
Areas of Success
Marc Benioff Chairman & CEO
Strategies for Successful Enterprise-wide Salesforce Deployments
• Areas of Success • Undergraduate Admissions
• Successful processing of 18,000 inquiry records and 8,700 applicant records
• Executive Education • Managing over 100 opportunities / 34 active campaigns / 54 active or planned events
• Data Governance Model • Custom built security model to allow data sharing between multiple user groups
• Integration with USC’s Central Alumni and Development Offices • All University alumni and fundraising activities and information will be accessible via Salesforce – with custom portals for each School within the University
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
Areas of Success – Core CRM
• Rapidly expanding demand across units:
– Career Management Center: Employer relationships
– Executive Education Opportunity Tracker
– Academic Programs : Full lifecycle (Prospect -2- Applicant -2- Admit) *
– Centers of Excellence (Entrepreneurship, Social Innovation etc): External entity relationships, internship opportunities
*In conjunction w/Marketplace apps - Exact Target etc
Areas of Success – Custom Applications
• Core platform for paperless office / process automation initiatives: – Student Housing - Application => Assignment – Faculty Promotion / Tenure Management
• Class Supply/Demand management (Gather preferences => Process => Allocate => Waitlist)
• Global Study Trips: (Gather preferences => Process => Allocate => Waitlist => Emergency Information (PHI data))
Challenges
Marc Benioff Chairman & CEO
Strategies for Successful Enterprise-wide Salesforce Deployments
• Challenges • Must have executive buy in! • Internal resources or strategic partners? • Data! Data! Data!
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
Challenges
• Data Governance
• Change management wrt business users – Explicit deliverable on each project
• Definitely early on growth curve as custom applications platform: – Development support (IDE / dev tools, build / deployment automation)
– Gaps in native capabilities (filtering, multi-column sort etc.,)
– Analytics, data integration
• Support Services (Premier Support)
• Ecosystem of business process partners, implementers
Data Governance
Marc Benioff Chairman & CEO
Strategies for Successful Enterprise-wide Salesforce Deployments
• Data Governance • Who owns the data? • Who controls the data? • How will you secure the data?
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
OR
Data Governance
• Cannot overemphasize, crucial to success
• School-wide governance group, sets and communicates rules to all business units
• Remains challenging however: – Gaps in platform native capabilities => business users can easily create duplicates etc – Apps Ecosystem more focused on enrichment than cleanliness
• Optimistic goal: 80% prevention + 20% repair – Ecosystem apps + homegrown rules + policies
Looking Ahead
• Expand CRM footprint – Alumni Relationship Management – Dean’s Dashboard
• Grow custom applications suite – Service Request Management (Case + Workflows)
• Augment platform capabilities
– Integrate Visualization / Analytics tools – Mobile-enable selected functions and applications
– Integrate into intranet portal
Q&A