Salesforce Communities WebinarDrive Efficiencies and Reduce Costs through

Increased Collaboration

June 17, 2014

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Speakers

Dustin JohnsonSenior Director,

Business Solutions

Brendan CallumService Cloud &

Communities ArchitectPerficient

• Founded in 1997• Public, NASDAQ: PRFT• Major market locations throughout

North America• Global delivery centers in China,

Europe and India• >2,100 colleagues• Dedicated solution practices• ~85% repeat business rate • Alliance partnerships with major

technology vendors• Multiple vendor/industry technology

and growth awards

Perficient Profile

• More than 450 customers │ Completed ~ 3,000 Salesforce engagements

• Expertise: Sales and Service Clouds, Chatter, Portals, Communities, Mobile and Custom Development on Salesforce Platforms

• Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail

• One of the highest Salesforce.com customer satisfaction ratings: 9.4 out of 10!

Salesforce Practice

Practice Overview

• Service & support communities• Multi-channel support• Knowledge & self-service• Live chat• Mobile/embedded support• Zendesk/RightNow migrations• Complex community sharing

models

Our Current Focus A Few of our Successes

Communities & Service Cloud Practice

Agenda

•MedAssets & Salesforce

•Objectives of Client Community Portal

•Community Functionality

•Highlights of Deployment

•Lessons Learned

•Q&A

MedAssets & Salesforce

• Deployed in 2011• 1,600 Unlimited Edition• Sales, Service, Marketing Clouds• Custom Application Development• Prior Customer Portal was on the Salesforce• Authenticated sites platform and was primarily only for

support cases

Client Community Portal Objectives

• Support entire customer lifecycle

• Accommodate all products/services

• Increase self-service support resources

• Build a secure customer community

Approach

• Use out-of-the box functionality as much as possible– Profile– People– Files– Groups

• Maintain corporate brand• Team effort

– Client support– Account management– Product management– Corporate & segment marketing– Client training product implementations– IT

Home Page

• Open support case

• Call to action widgets

• Central “My Feed”

• “My Project” –product implementations

1. Define projects related to program2. Upload files3. Manual share access to customers

Program Implementation Setup

Program Implementation Site

• Project team collaboration

• Status of individual projects

• Integrated Chatter files with document related list

Product Ideas

• Built on top of free AppExchange App “Ideas Widget Library”

• Topics = product families

• Idea themes - beta

Products News Landing Page

• Open to entire community

• Rich-text field

• Events widget

• “My Products” pages controlled by account “live” assets

Product Page

• Rich-text field

• Events widgets

• Document widget

• Product specific collaboration

Deployment

• Customer Communication– Two minute marketing video http://communities.medassets.com– Email communication (pre and post)– Customer conference & regional user group meetings

• Metrics & Measurement– Dashboard

• Logins• Questions• Ideas• Most active users

– Google Analytics• Browsers/screen size• Page flow• Average session time / # of pages in session• Which pages being viewed• Tip: Remember to filter out your domain/IP Addresses to not artificially inflate

numbers by employees– In the future Chatter Analytics

Lessons Learned

• Test data queries in full sandbox (full data set)

• Change management for employees– What goes between internal org versus community

• Nurturing a community is harder then deploying the technology

Enter in Chat Window

Thank You!For more information email us at

sales@perficient.com