building mobile apps with salesforce platform webinar
DESCRIPTION
Review the slides here from our recent webinar with BSkyB, outlining how mobile apps can help businesses differentiate themselves from the competition, by better connecting with their customers and employees.TRANSCRIPT
Building Mobile Apps with
Salesforce Platform
Tuesday 3rd December 2013
Agenda & Speakers
• Platform Overview
Adam Spearing – AVP Platform Sales, Salesforce.com
• How BSkyB use mobile apps
Nicola Band, Chatter Community Manager, BSkyB
• Demo: Building apps on the Salesforce Platform Keith Howling, Platform Architect, Salesforce.com
Questions: • Questions box in on the right of the screen or on
Twitter #platform
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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 intellectual property and other litigation, risks associated with 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
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in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2013. This documents and others
containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web
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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.
Terminal
Client
Devices
Products
LTE
SNA
Mainframe
LAN/WAN
Server
Cloud
50 Billion Connected “Things” 1,000,000s 1,000s
“Internet of Things”
Third Wave of Computing
Companies are Unprepared to Build Next Generation of
Apps
2/3 of companies feel
unprepared for the
social & mobile world
IBM Study of 1,700 CMOs “From Stretched to Strengthened”
“App Gap”: Difficult to Build Customer Apps
Complexity of form factors
Limited number of developers
Multiple operating systems
Multiple platforms
have
deployed
apps 1/2 <
60%
40%
20%
Pe
rce
nt o
f R
esp
on
de
nts
Mobile apps
are critical
Mobile apps
deployed
Apps are
revolutionizing
every industry
Mobile is driving
massive adoption
Social is the new
normal
Salesforce: #1 Enterprise Cloud Platform
Market Share #1
Leader
Wave for Rapid Developers
Wave for Coders
Wave for Application Deployment & Delivery
2,000 AppExchange
Apps
Apps built on the Platform
4M+
Records Stored
72B
AppExchange Installs
2M
1.5B Transactions
Per Day
Salesforce1: A New Customer Platform for the Future
Salesforce1 Platform APIs
Salesforce1 App
Salesforce1 Platform Services
Force.com Heroku1 ExactTarget
Fuel
A New Customer Platform for Everyone
Publish Next
Generation
Apps
ISVs
Peter Gassner
Veeva
Manage
Salesforce
from Anywhere
Experience
Salesforce1
on Any Device
Neil Kamireddy
Trunk Club
Admins
Build Next
Generation Apps
Developers
Geetha
Vallabhaneni
Luminix
Connect with
Customers in a
Whole New Way
Mariam Naficy
Minted
End Users
Every
Customer
Your
Customers
Developers: Build Next Generation Apps New Platform Services for Developers
Data APIs
10X More API Functionality
Metadata & UI APIs
230 Calls & Methods
Visualforce1
Build any user interface
ISVs: Publish Next Generation Apps
Docusign Box
Concur
Dropbox
FinancialForce LinkedIn
TAS Group ServiceMax FileBoard
HP
ScanBizCards
Evernote
Apttus
Kenandy
eVariant
BMC
Workday
Xactly
End Users: Experience Salesforce1 on Any Device
AppExchange
Apps
CRM
Custom
Apps
All your past investments...
Feed First UI
Notifications Platform
Publisher Actions
…now in the future
Customers: Connect with Customers in a Whole
New Way
Connect customers,
partners & products
Build customer
apps
Engage 1:1
with customers
Communities Heroku1 ExactTarget Fuel
Nicola Band Chatter Community Manager,
British Sky Broadcasting
Why Salesforce Chatter…
At Sky we want to offer the best service in the UK and we will do this by working together as one
team, making things brilliantly easy for our people and customers; while staying at the top of our game.
we’re setting the pace in the most exciting industry on the planet – entertainment and communications – you’ll
find that nothing stands still at Sky.
Sky is a valued part of everyday life in over 11 million homes. We entertain, excite and inspire customers with a
great choice of high-quality television in high definition. We connect people to each other and to the world with
our broadband and phone services. Directly employing 24,000 people and supporting a further 115,000 jobs in
27 locations throughout the UK,Ireland and India; our people are at the centre of everything we do.
With over 4000 members of our team working out in the field and never stepping foot in an office, senior
leadership need more than ever to stay close to their teams in a fast paced, ever changing business spread
right across the UK, Ireland and India we needed a solution to bring our people closer together, Chatter really
enables us to #Connect.Collaborate.Communicate.
Why Salesforce Chatter…
“Leaders and Managers don’t know where
to go to find answers once they have
exhausted knowledge resources and
informal contacts” “ What are our engineers doing? We can
never get a hold of them and we seem to
be working for two different companies”
“As we grow our business,
geographical challenges presented
themselves”
“I want to be able to speak to my
colleagues in our Partner sites but can’t
because they don’t have email”
“What are the senior managers and
directors up too? I feel like they don’t
know what happens here”
The Group Anatomy…
• We have a site noticeboard culture within the Customer
Operations Teams
• Every site has their own group for anything and everything
relevant to them
• Our largest group by far is the Customer Operations Contact
Centre group with 14,412 members
• Our Sky Sports and Sky Movies Groups are the most active
Group
s
Team
Groups
Department
Groups
Product
Groups
Content
Groups
Knowledge
Groups
Noticeboar
d
Groups
It’s a Numbers Game
4.6 Million logins since
launch
120,000
visits per
month
On average
20,000 posts
per month
On average
50,000
comments
per month
Over
29,374
users
87% users
logged in at
least once in
the last 3
months
16,843 @
mentions
in posts and
comments
3,412 topics
used in the
last month
252 likes for
the most
popular
post in
October
An average of
3,670
posts and
comments per day
14,557
members in
our largest
group
33% Heavy
User Rate
Going Mobile: Chatter in the Field
Our 4000+ field engineers exclusively use iPad mini’s as their main access
to Chatter; a large number of our population will never access Chatter via a
browser. The iOS Chatter application is central to everything our Home
Service & Supply teams do, It is important that we can deliver them the best
technology possible
This brings our field staff in direct contact with the rest of our Customer
Operations population for the very first time.
Going Mobile: Chatter in the Field
Chatter mobile is the first time our field engineers have had direct contact with those who work in our offices up and down the country.
Chatter has become their main source of information and help, below are some ways in which they use it:
Stock
Updates
Onsite
Customer
Support
Vitual Team
Meetings
Idea’s
Sharing
Scheduling
and Job
Booking
Bonus
discussion
Recognition
Forum
Updates
Briefs and
Updates
Chatter@Sky
In the end everyone worked together
to find an engineer in the area, he
visited the customer the very next
day, much to his delight.
83 comments on their story sharing
in the delight that we worked
together to get this sorted for the
customer, a couple of happy tears
and a lot of pride in what the team
achieved.
A super example of what Chatter does for us. The
advisor identified that this customer was going to be let
down by us due to technical issues and quickly called
on our engineers to give him a WOW experience.
Supporting the Community To support the use of Chatter throughout Sky we have a number of self help guides available to users
through Chatter.
Chatter Playbook
Designed with management in mind, this document
helps explain what chatter is, and the steps that
should be taken for a rollout of Chatter in their area.
Chatter Bootcamp
Advanced guides for those with specific rights and
roles within the community:
• Group Owner Bootcamp
• Desktop and Mobile Bootcamp
• Moderator Bootcamp
Chatter User Guides
Different levels of user guides for different audiences:
• Beginner’s guide to Chatter
• Intermediate guide to Chatter
• Advanced guide to Chatter
ChatNav
An interactive guide around the Chatter
community. How to find what you are looking for,
and how best to drive value from the tool.
Follow Guide
The content in Chatter is defined by the people you
follow and the groups you join. This guide helps
users build up their content in a way that gives
them value.
Nicola Band [email protected]
@nicolaband77
Mobile App Demo
Keith Howling Solution Architect,
salesforce.com
Want to find out more?
• If you are already a Salesforce customer, then
please speak to your AE for follow up
• Or visit our Platform page: http://www.salesforce.com/uk/campaigns/segment/platform.jsp
• Find out more about developing apps:
http://developer.salesforce.com/
• Download our App Development Guide:
http://bit.ly/1bXmS7L
Thank you!