Getting Your Users Addicted without them Knowing
Courtney House, Envision Telephony
Suzette Godwin-Romer, ADP
Daryl Spreiter, salesforce.com
Admin II: Sneak Attack
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
Today’s Agenda
Introducing the Sneak Attack
The Impact of User Adoption on Business
Performance
Customer Showcase: Envision Telephony
Customer Showcase: ADP
Recap of Session Highlights
Q&A with Speakers
The Sneak Attack
Going beyond Sticks & Carrots
Creating the Wow! Factor
Save Time
Be More Productive
Improve Performance
The Impact of User Adoption on Business Performance
Why Adoption is Important to YOU Negative Impacts
Positive Impacts
Strong Adoption Drives Business Performance Productivity
Efficiency
Greater Visibility
Quality Data
Readying the forces…
Courtney House
Project Manager
Suzette Godwin-Romer
Manager, Sales Technology
How would someone want to use this tool?
How will Salesforce help them all day every day?
How can I engage my users and make them more productive?
Courtney House
Project Manager / Salesforce.com Administrator
Envision Telephony, Inc.
All About Envision
• INDUSTRY: Software
• EMPLOYEES: 85
• GEOGRAPHY: Global
• # USERS: 65
• PRODUCT(S) USED: Salesforce SFA & Call Center, Surveyforce
Envision is a global software company that utilizes the "voice of the customer" to improve agent, call center and enterprise performance to deliver legendary customer experiences.
What is User Adoption for Envision
Combination of the following:
Login Statistics
Multiple Department
Participation
Workflow Integration
Data Integrity
Envision’s Journey to Adoption
April 2003 New Salesforce Administrator Hired
User Adoption: ~65%
2004 Focus on data integrity, customization and integration.
User Adoption: ~80%
2005 Implemented Service & Support & started internal Salesforce
Committee
User Adoption: ~85%
2006 Downloaded multiple apps from the AppExchange &
implemented Monthly Salesforce Newsletter to users.
User Adoption: ~95%
2007 Implemented professional services into Salesforce
User Adoption: ~98%
Web Link Integrations
Google Maps
Yahoo News
This Day in History
Monthly Newsletter to Drive User Adoption
Combination of the following:
Tips and Tricks
New Features & Functionality
Hidden Game
Login Statistics
Automate Processes
Dashboards to Track Corporate Goals
Create a company wide dashboard to match
annual corporate goals.
User Adoption – Beyond Statistics
What Helps Drives User Adoption
Web Link Integrations
Newsletters – Envision Specific Salesforce Information
Workflow – Automated Processes
Highlight Progress Towards Company Goals With a Dashboard
All Users Can Access
What Measures User Adoption
• Reliable Data
• Participation
• User Satisfaction
Courtney House
Project Manager / Salesforce.com Administrator
Envision Telephony, Inc.
World Class Service
Fortune 200 NYSE: ADP
More than 570,000 clients worldwide
2006 and 2007 Payroll Provider of the Year (HROA)
1 of 5 companies AAA rated by Standard & Poor’s and Moody’s
40,000 ADP associates
Founded in 1949
ADP is the largest provider of mission-critical, cost-effective transaction processing and information-based business solutions.
Help employers worldwide staff, manage, pay and retain
their employees
ADP Employer Services: National Account Services
Serve 5,000 clients, with 93% client retention
Pay 1 in 5 workers in the United States
Pay more than 9 million people in the U.S. each payday
Serve 25-30 million people with all products and services
Touch approximately 50% of all employees in companies
with more than 1,000 employees
6,000 associates
Offer dealer management systems for automotive, heavy
truck and power sports vehicle retailers
• Paperless Payroll• Tax Compliance• “ADP Check”• “PayCard”• “Positive Pay” - Check Recon & Escheatment
• Garnishments• W-2’s• On-line Pay Stmts. & W-2’s
• Payroll Hosting• Global Solutions• Tax Credit Services• Tax Filing• PTO Accruals• Deduction in Arrears• New Hire Reporting• Check Production and Distribution
• General Ledger• Payroll Administration
• CD-Rom Services
• Delivered in Traditional or HR BPO Model
• Career Centers• Online Sourcing and Recruiting
• Applicant Tracking• Onboarding• Background Checking
• Reference Verifications
• Substance Abuse Testing
• Employment Tax Credits
• I-9 Compliance• Job Fit Assessment• Negotiated Business Incentives
• Integrated HRMS (Web Native)
• Position Management
• Compensation Management
• Performance Management
• Health & Safety• Compliance Tracking
• Training & Skills Management
• Self Service ESS, MSS, Workflow
• Reporting Tools• Application Hosting or HRO Admin
• Health & Welfare Admin
• Open Enrollment• Carrier Enrollment • Call Center • Total Compensation Statements
• Flexible Spending Account Admin
• Commuter Benefits Admin
• COBRA/HIPAA Administration
• Premium Administration
• Employee Communication Services
• Time and Attendance
• Data Collection• Scheduling• Absence Management
• Activity Tracking• Labor Standards• Labor Forecasting and Budgeting
• Labor Analytics• Payroll Integration
• Defined Contribution Plans
• Third Party Administered Defined Contribution Plans
• SIMPLE IRAs• Executive Deferred Compensation Programs
• Premium Only Plans
• Unemployment Claims Mgmt
• Web-Based Accounts Payable
• Automation Services• Consulting• Sarbanes-Oxley Compliance
• Employment Verification Services
PRE-EMPLOYMENT
SERVICES
PRE-EMPLOYMENT
SERVICES
HUMAN RESOURCES
HUMAN RESOURCES
BENEFITS ADMIN
BENEFITS ADMIN
PAYROLL & BACK-OFFICE
ADMIN
PAYROLL & BACK-OFFICE
ADMIN
TIME &
LABOR MGMT
TIME &
LABOR MGMTRETIREMENTRETIREMENT OTHEROTHER
ADP and SFDC
6,700+ active Salesforce users worldwide
ADP National Account Services:
Deployed Salesforce in July 2004
675 active users
Many custom objects and downloaded
AppExchange applications
Office, Outlook and Offline editions
Integrations with OneSource, Miller Heiman, Eloqua
Force.com Mobile pilot starting
Getting Our Users Addicted to Salesforce
One Stop Shop for sales
Save them time
Leverage & integrate existing tools
Reduce administrative burden
Use workflow to automate manual processes
Monitor data quality
Embed Salesforce into your sales process
Get them trained from the start – and keep them there
Leverage mobile edition
SFDC
Targeted Client & Prospect Demographics
Marketing CampaignsCampaign Effectiveness/ROIEloqua Integration Opt Outs
Undeliverables
Lead Capture & QualificationLead Assignment & RoutingAlliances – Lead Referral & Tracking
Pipeline ReportingCompetitor & Win/Loss AnalysisExcel IntegrationManager DashboardsData Integrity Dashboards
Account IntelligenceContact ManagementOneSource IntegrationBilling InformationBubble Up/DownAcquisition Migrations Quarterly Updates with D&B
Marketing Automation
Reporting & Analytics
Team Selling/ Communication
Opportunity Management
Lead Automation
Account & Contact Management
•PBR/Pipeline Analysis•Competitor Analysis•Blue Sheet Integration•SC Resource Assignment•Deal Sheet/PricingReview & Sales Order
•Links to MSA Database& eStart
Account & Sales TeamsTerritory RealignmentActivity ManagementCross B/U Data SharingInside Sales TeamOutlook IntegrationNotes & AttachmentsGot It! Submissions Product Incident Reporting
One Stop Shop for Sales
Save them time
Frequent announcements on Salesforce Home
Page
Central hub to other internal & external
websites
Easy access to frequently referenced
information
Save them time
Post tip sheets & training links
Send them to Salesforce to get files, instead of clogging their
Blackberries with large attachments
Post policy documents for easy
reference
Leverage & Integrate Existing Tools
NAS was an existing OneSource client
Integrated OneSource to Salesforce using
Account Intelligence AppExchange
application
Leverage & Integrate Existing Tools
NAS was an existing Miller Heiman client
Integrate Miller Heiman Blue Sheets to Salesforce using SAM AppExchange
application
Reduce Administrative Burden
Eliminate Need to Manually Populate
Data into Forms
by leveraging the Office edition
Reduce Administrative Burden
Use Workflow to Automate Manual Processes
Monitor Data Quality
Create Data Quality Dashboards
Monitor Data Quality
Create Data Quality Dashboards
Link to internal systems
Monitor Data Quality
Create Data Quality Dashboards
Link to internal systems
Utilize third-party vendors
Monitor Data Quality
Create Data Quality Dashboards
Link to internal systems
Utilize third-party vendors
Create a Data Stewards team
“According to a report from the Seattle-based Data Warehousing Institute, poor data quality cost U.S. businesses more than $600 billion annually. Business data decays at a rate of 1.5% to 3% every month. “
www.searchcrm.com
Embed Salesforce into your Sales Process
Get them trained from the start – and keep them there
Leverage Force.com Mobile
•Provides anytime, anywhere access to Salesforce information
•Capture & view account team interactions in real time
•Initiate Blackberry emails or calls directly from a Salesforce Mobile Contact record – and log as activity
Make them effective and productive – wherever
they are!
Lessons Learned
Don’t send attachments via email - drive them to
Salesforce to view them
Eliminate duplicate data entry
Get them addicted to Salesforce from the start
Provide refresher training along the way
Make Salesforce part of their daily culture
It doesn’t have to be an uphill battle!
Integration & Mashups Greater Productivity
Desktop Integration features Efficiency
Data Quality Good Business Decisions
Newsletters improve adoption
Dashboards Drive User Behavior
Session FeedbackLet us know how we’re doing!
Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:
Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization
We strive to improve, thank you for filling out our survey.
Additionally, please score each individual speaker on: Overall delivery of session
Courtney House
Project Manager
Suzette Godwin-Romer
Manager, Sales Technology
Daryl Spreiter
Customer Succcess Manager
QUESTION & ANSWER SESSION
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