@SFDCFoundation
/Salesforce.comFoundation
@SFDCFoundation
/Salesforce.comFoundation
Innovative Solutions for Building Healthy
Communities
July 10, 2013
1% Time • Equity •
Product
495,000+
Hours Service
18,000 Non-profit
organizations
$40 M+ Grants
Featured Presenters
Lisa Hammitt VP, Marketing
salesforce.com
Zach Goldstein Director, Systems & Technology
Health Leads
Alexandra Quinn VP, Strategy & Leadership
Health Leads
Salesforce Communities Engagement Never Stops
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
How Do You Communicate the Constituent / Member - Centric Message to Your Communities Buyer?
Chief Marketing
Officer
7 questions to become a constituent / Member -centric organization:
How do you listen to every stakeholders / Member or constituents? How do you engage on every channel?
How do you work as a team to reach your mission? How do you service your constituents /members when and where they need it?
How do you create client, supporter, member, volunteer, and partner communities?
How do you connect your programs and / or services? How do you deliver social and mobile Apps to meet your mission?
5 6 3
4 7
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Become Constituent / Member - Centric with Communities
Crowd-source the best solutions /support by engaging the community of supporters and new advocates
Engage the entire stakeholder ecosystem to increase cause awareness, program reach, and the power of networks (new advocates).
Efficiently identify constituent and advocate needs while identifying program gaps and overlap
Leverage your networks for increased visibility and exposure.
5 6 3
4
7
1
2 Build mission success by servicing your clients / members anytime and everywhere
Deliver constituent / service oriented apps that provide expertise and tap into millions of ‘relevant’ conversations
Deepen engagement and increase support by engaging your constituents / members across every channel
Re-imagine every constituent (member) touch point
Donor Engagement Volunteer Engagement
Client Intake & Engagement Community
Engagement
Donor Prospecting Supporter Outreach Program Outreach
Donor Service Volunteer Support
Client Service Funder & Impact
Reporting
Outreach / Prospecting
Engagement
Service
What’s in it for my constituents?
CMO COO Programs Development CIO
What does this person care about?
Cause Awareness Prospect Generation
Brand Awareness Campaign Success
Partnerships Internal
Communication Mission effectiveness
Efficient case management
Better Client Service Ease of Service and
Reporting
Donor Growth Prospect Growth
Brand Equity
Organizational Success
Innovation
Efficiency
How do they measure success?
Prospect Conversion
Program/Donor Response
Cause Equity
Organizational efficiency
Gap Analysis
Client Success Retention
Resolution Time
Fundraising Growth Campaign Success
ROI
Adoption
Up-Time
What Challenges Do Communities' Buyers Face?
Outreach • Efficiently identifying influencers and active prospects in your issue/cause • Identifying successful outreach / prospecting campaigns • Unleashing the power of your stakeholder / partner networks to expand your reach
Engagement • Engaging when, where
and how constituents need / want it
• Providing access to experts, influencers and staff
• Consistent / member education, messaging and alignment
• Getting real-time community feedback and ideas
Service • Enabling client and
constituent self-service / awareness
• Real-time and collaborative case resolution
• Effective peer support • Sharing resources,
ideas and content
Cases Identity Canvas Touch Customization Collaboration REST &
SOAP APIs Workflow Reporting
Communities of Any Type
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Communities of Interest
Communities of Shared Purpose
Communities of Action
Communities is built off of the success of Chatter
Market Leadership Customer Success Strong PR Coverage
Magic Quadrant Leader
Total Economic Impact
#1 Enterprise Social Network
Technology of the Year
Innovative Company
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3
4
5
MAP – Map out goals
INVEST – Invest in a community manager
BUILD – Build Community with Community
ENGAGE – Engage Hearts and Minds
MEASURE – Measure, Learn and Repeat
ENGAGE to Build Thriving Communities
FIVE STEPS TO
CREATING A VIBRANT
COMMUNITY
.
Salesforce Delivers the Requirements for a Successful Community
Social Collaboration
Branding & Customization
Business Processes
Mobile Access
Security & Reliability
Social Intelligence
GE Capital: “Builders not Bankers”
$400+ Billion in Assets
1 Million Commercial Customers
Transforming Relationships through Communities
HealthLeads connects patients to doctors and clinics • College undergrads leverage doctor communities
• Rolling out to thousands of users and praised as the new social model by Michelle Obama
• High improvement in client satisfaction scores
Building Healthy Communi2es
Health Leads July 10, 2013
The Challenge
Doctors prescribe antibiotics to low-income patients living in a car or with no food at home that night.
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Doctors lack time, knowledge, & support to address patients’ basic resource needs – even though they impact health outcomes & costs.
Confidential – Do Not Distribute 17
The Challenge
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4 Poor health poverty yet worse health outcomes
Clinics lack sufficient infrastructure to address resource needs
Ex. Boston Medical Center 2 social workers for 24,000 pediatric patients
Confidential – Do Not Distribute 18
Study conducted by Harris Interactive on behalf of the Robert Wood Johnson Foundation in Fall 2011 among 1,000 physicians, of which 690 were primary care physicians and 310 were pediatricians.
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Health Leads envisions a healthcare system that
addresses all patients’ basic resource needs as a standard part of quality care
Health Leads’ mission is to catalyze this healthcare system by connecting patients with the basic resources they need to be healthy, and in doing so, build leaders with the conviction and ability to champion quality care for all patients.
Our Vision and Mission
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Health Leads’ Model
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Health Leads’ Model
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“Health Leads fills the gap in healthcare by providing extra support to patients that the current system doesn’t provide.”
--ED of a Health System in Maryland
“We discovered together that for our patients, the doctor acting alone is no longer good enough.”
--Medical Director in a NYC Hospital Center
Impact
23 Confidential – Do Not Distribute
“Health Leads helps health care providers to respond to concrete and essential patient needs… [and] frees up enormously valuable clinical time for clinical needs.”
--VP of Community Health in a Health System in Boston, MA
Expand Health Leads
Advise Health Care Institutions
Lead The
Movement
Catalyze
Health Leads’ Four-Year Strategic Plan: Expansion and Catalyze the Market
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LEARN
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ENGAGE BUILD INVEST MAP
Manage Clients
Mobile
Build Community
Hospital Integra2on
LEARN
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ENGAGE BUILD INVEST MAP
Clients
Advocates
Program Manager
Doctors
LEARN
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ENGAGE BUILD INVEST MAP
Manage Clients
Mobile
Build Community
Hospital Integra2on
Today
What is Next? Health Leads & Sector Evolution
Push Evangelizing a
Community Approach to meeting non-medical
needs
Pull 600+ expansion
requests
Lead Innovation Care Delivery
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How can we use this approach not only within health care but also in other sectors that serve vulnerable popula4ons?
Thank You
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