Download - I F H001 Mandar Parikh91707
High Tech Track
Mandar Parikh,
Product Strategy,
Salesforce.com
On-Demand Success in the Software Industry
Celia Gillen,
VP, Business Transformation,
CA
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.
Agenda
Salesforce Focus in Software
On-demand Success in Software: CA
Q&A
Software Firms Have Standardized on Salesforce
~5,000 Subscribers ~2,200 Subscribers ~2,000 Subscribers ~1,825 Subscribers
~1,500 Subscribers ~750 Subscribers ~630 Subscribers ~620 Subscribers
~500 Subscribers ~325 Subscribers ~250 Subscribers ~240 Subscribers ~220 Subscribers
~200 Subscribers ~200 Subscribers ~160 Subscribers ~135 Subscribers ~110 Subscribers
~1000 Subscribers
~4,000 Subscribers
Customer Use of Salesforce.com Has Evolved
CRM Applications
• Sales• Marketing• Service & Support
Platform
Customers building
new On-Demand
apps
Ecosystem
Partners building
integrated solutions
Beyond CRM: Using the Salesforce Platform
“How many businesses can truly say that they are building predictable talent pipelines ahead of demand?”
2007 Award Winner: Electronic Recruiting Exchange, Most Strategic Use of Recruiting Technology
“Apex accelerates the pace of our custom application development.”
SalesService & SupportMarketingCustomer Delight
SalesService & SupportDevelopmentRelease ManagementTech CampaignsLibrary RequestsFinanceProductsProject ManagerPR ManagerEmail Campaigns
Companies of All Sizes Win on AppExchangeLow-Risk, Strategic On-Demand Channel
Andrew WalkerFounder and Director, Clicktools
Steve LucasVP, On-Demand, Business Objects
High Tech
Celia Gillen, CA
On-Demand Success in the Software Industry
All About CA
• INDUSTRY: Management Software
• EMPLOYEES: 14,500
• GEOGRAPHY: Global
• # USERS: 4,000
• PRODUCT(S) USED: SFA
CA, Inc. (NYSE: CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. CA is headquartered in Islandia, NY, USA.
Goals for CA Sales
Enable field execution through:
People
Process
Technology
Three pillars for Sales:
Increase new contract value
Increase renewal rate and yield
Increase account penetration
Key Need: Global Pipeline Management and Forecasting
Our global challenge: lack of “one source of the truth”
SAP & Spreadsheet
Homegrown Homegrown
Homegrown
Our 4 Key Challenges…
1. Poor visibility • Solutions was not tailored for business needs
• Multiple, disparate systems across global regions prevented upper management from getting an overview of the entire sales organization
2. Limited, inaccurate forecasting• Spreadsheet-based forecasting
3. Poor adoption• Adoption of legacy systems and other tools were low and hence
data integrity questionable
4. Poor sales visibility and inadequate forecasting resulted in reduced revenue and missed growth opportunities
…And our 4 ways to solve it with Salesforce
Stand alone standard solution implementation
Strong Steering Committee
SPOC / Project team / End user involvement
Control Scope – Phased Approach
Deployment DetailsProducts implemented: SFA#Users: 4,000Integration points: 1Training: YesBusiness Units affected: 6Ongoing improvements: WIP
We needed to get to the cake….
+-
The Salesforce Solution?
The Salesforce Solution
Why Salesforce?
CA selected Salesforce Unlimited Edition for its global capabilities, extensive storage, tabs and Salesforce’s market leadership
Global Deployment
Leveraging SuccessForce Services, CA deployed Salesforce to more than 4,000 users across U.S., Europe, Asia, and Latin America with multilingual capabilities in 6 weeks
Mobile
Wireless integration equips
mobile reps with anywhere-
anytime access to Salesforce via
BlackBerry devices
Phased approach
Phase I: reporting and forecasting
Phase II: Account planning,
integration with Microsoft Outlook
calendaring, Leads, Technical
Sales
Salesforce Deployment Details
Sales-focused Opportunity Management Simpler opportunity-based model Sales milestone and forecasting
methodology stayed same Achieved higher adoption (90%)
Dashboards 200 standard reports produced
from single data source feed into dashboards to track pipeline, adoption and other key metrics
User-level access control Simple account model Sales Rep only sees his accounts View all opportunities in real time
Account Planning Single-view of Enterprise
customers Existing system is being retired
Integrated Marketing Manage automated campaigns
like email and online lead-gen. Sales gets higher quality leads
Product Hierarchy Custom tab provides intuitive map
of solution-sets to simplify complex catalog of offerings
Technical Resource Scheduling Sales Engineers are also using
salesforce.com Email-based notification
The results speak for themselves
Results
Sales management loves the visibility into pipeline Reporting tool for senior management Single, up-to-date global forecast View all opportunities in real time
Simplicity for AD/AM Easy to enter opportunity Pick only pertinent accounts Pick right solutions with Product Hierarchy custom object Outlook integration Mobile capability
Powerful, Accurate Forecasting AD/AM don’t need to do spreadsheets for forecasting
Results, Cont.
Salesforce centralizes sales data across global locations to
provide a consolidated view of the business
Weekly calls with the COO and SVPs are run off of easy-to-
use and comprehensive Salesforce reports and dashboards
Multilingual capabilities make for a unified global
implementation that folds all worldwide sales data under one
umbrella
Ease-of-use drives user adoption which in turn drives data
integrity and consistency and visibility into the sales pipeline
We identified 8 critical components to success
Executive sponsorship and weekly task force
Phased approach – Utilize own software
Involve end user in design & testing
Laser focus on process changes
In-person SPOC project team
Keep implementation lean
Use word “No” often, to avoid scope creep
Continuously reward and recognize your team
Go Live April 2nd - Don’t try this at home….
It’s amazing how a bottle of Veuve
Clicquotcan make you forget
that the SFDC implementation
gave you shinglesfrom stress
Moment of Truth…User feedback
1. Ease of use, very intuitive. 2. Account focus vs. the location – somewhat forces collaboration. 3. Ultimate integration to SAP and Outlook
---------This is the best overall sales tool i've seen at CA in the 6 years i've been here.
---------Better than Excel spreadsheets. Better than data entry in multiple places. Just better. I believe both the ADs / AMs and their managers are going to be very happy. Thank you!
---------It was a pleasure to work with Celia and her team. The solution is great and I look forward to using it!
Lesson
Learned
Lesson
Lesson
Lesson
Lesson
LearnedLearned
LearnedLearned
04/08/23 26
The Discontinuity of SFDC – The middle layer
Classic skill/knowledge
gap
Don’t forget the middle
man
“Upskilling” of SM’s
hard vs. priorities
between ops and exec.
Adoption % vs.
Adoption Quality
0
20
40 60
100
80
Executive
Sponsorship
0
20
40 60
100
80
Clear Sales
Strategy
0
20
40 60
100
80
Leading CRM
0
20
40 60
100
80
Sales Manager Skill Set
Questions?
Celia GillenVP Field OperationsCA, Inc.
Celia Gillen
VP, Field Operations
QUESTION & ANSWER SESSION
CA, Inc.
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