sales reps in outlook: use email integration to build a single 360 view
Post on 19-Oct-2014
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DESCRIPTION
Leading sales organizations know that the best practice for requiring sales reps to change is not to. With Salesforce for Outlook, you can maintain up-to-date 360 views of your customer while requiring zero extra work from reps. Join us to hear from customers about their easy experiences with rolling out this critical integration.TRANSCRIPT
Sales Reps in Outlook?
Use Email Integration to Build a Single 360 Customer View
Ken Wakamatsu, Senior Product Manager at Salesforce.com
Cody Royster, IS Manager at Intercall
William Behr, Director of CRM at Gannett
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Ken Wakamatsu
Senior Product Manager
@kwakamatsu_sf
Linked-in: wakamatsu
You Manage Customer Data in Two Worlds
Salesforce Outlook
But These Worlds Are Not Connected
Copy and Paste
Alt-tab
Extra clicks
Waste of time
Disconnect Comes at a Price
Your customer view
is incomplete
CRM
You can’t get data
when you need it
Bottom line: You’re less effective at your job
Vision for a New Architecture: Salesforce for Outlook
Simple Email Logging
Painless Administration
Set-it-and-forget-it Sync
Make Outlook Better with the Cloud
Continued Adoption of Salesforce for Outlook
Cody Royster
IS Manager, salesforce.com Application at
Intercall
@CodyRoyster
Linked-in: cody-royster
All About InterCall
InterCall was founded in 1991 and today is the leading global conferencing solutions
provider with products in audio conferencing, web coloration meetings, video
conferencing, virtual events, and unified solutions. We have 4,000 of employees
around the world and service over 80% of the Fortune 100 companies and the
Fortune 500 companies.
We have been using salesforce.com for 8 years since 2004
We support 2,700 global users within our Salesforce application
For the past 3 years we have worked to define our Salesforce/Outlook
integrations
Operated Outlook Connect for 2 years
Globally launching Salesforce for Outlook in the Summer of 2011
We manage two outlook configuration settings
Sales = add email and event syncing
Service = add email, event syncing, and add case
Sales in Outlook
• Our goal is to create a 360 from Outlook to Salesforce natively
• One configuration globally with one process globally
• 980 sales employees | training & support | defined metrics
Adding Emails!
Today we average thousands of emails per month from Outlook into Salesforce
Adding Emails!
Task & Events Report
Created user = Tom Tumberland Task & Events Report
Name = Lucy Lu
Tracking Events!
Number of meetings
per employee
Number of meetings
by customer
Average time spent
with customers
Labor Cost per
customer or per
agent on
meetings
Tracking Events
Tracking Events
RGO - Managed Growth Retention - Organic Growth
Account Review/Contract Negotiation
Activiation Meeting
Cloud Profiler
Finance/Billing Review
Frist Meeting
Follow Up Meeting
Implementation/Roll-Out
Product Demo
Product Upsell
Service Support/Training
SLA/Operations Review
Tracking Events
Customer 360
William Behr
Director, CRM at Gannett
@WBehr_Gannett
All About Gannett
Gannett is a media and marketing solutions
company with a diverse portfolio of
broadcast, digital, mobile and publishing
companies
– 82 U.S. daily newspapers, including USA TODAY, that
reach 12 million readers
– 23 TV stations reach 21 million households, covering
over 18% of the population
– Local and national media organization web sites that
reach 52 million unique users monthly
Gannet Sales & Communication in 1906
Fast forward to 2012….
Not Just A Man and His Wagon Anymore
Field
Operations
Field
Sales
Sales
Manager
VP President
Salesforce for Outlook to Gather and Process Data
In Just One Year We Are…
Installed in ~75 Offices
~2600 users
Syncing Over 1,000 Events a Week
Syncing Hundreds of Tasks a Week
What’s Next for Gannet and Salesforce for Outlook?
Customer
Interactions Field Ops Field Sales
Sales
Manager VP President
Tasks ✔ ✔
Events ✔ ✔ ✔
Emails ✔ ✔ ✔
Step 1: Elevate usage across organization
Step 2: Leverage information in development of strategy
Ken Wakamatsu
Senior Product Manager
@kwakamatsu_sf
Linked-in: wakamatsu
Recurring Events in Winter ‘13
Side Panel Beta with Email Associations in Winter ‘13
Ken Wakamatsu
Senior Product Manager
@kwakamatsu_sf
Cody Royster
IS Manager at InterCall
@CodyRoyster
William Behr
Director, CRM at Gannett
@WBehr_Gannett
@salescloud
@salescloud