Government On Demand

Mike Goodrich, Arlington Economic DevelopmentLisa Glass, NPower NYPeter Reis, Wyoming Business CouncilJonathan Vaughan, New Demand LLC

Industry Focus: Nonprofit, Government and Education

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.

Mike GoodrichDirector of Administration

Arlington Economic Development

mgoodrich@arlingtonva.us

All About Arlington Economic Development & BizLaunch

BizLaunch is Arlington’s small business assistance network, and your one-stop-shop for everything you’ll need to know about starting or growing a business in Arlington.BizLaunch partners with a wide variety of small business organizations to provide you with information on writing a business plan, taxes, permits, licensing, marketing, financing and just about anything else you’ll need to know to start or grow your business in Arlington. In addition, the BizLaunch center offers information, counseling, and research opportunities.

Arlington Economic Development (AED), is the Arlington County Government Department which is dedicated to the preservation and enhancement of an economically vital, competitive, and sustainable community by providing aggressive leadership and superior service to the commercial, visitors and housing development sectors of Arlington's economy.

INDUSTRY: Local Government

EMPLOYEES: 32

GEOGRAPHY: Mid-Atlantic

# USERS: 32

PRODUCTS USED: SFA, test drove AppExchange applications

All About Arlington Economic Development & BizLaunch, continued…

Key ChallengesKnowing our clients Capture all prospective BizLaunch clients through multiple channels Sort all communications and disseminate program information to clients Arrange consultations and a system to track the distribution of client

information Track events each client has attended

Servicing our clients Inform clients of upcoming events Recommend course of action Provide referrals to other small business service providers and vice versa

Performance reporting Conduct outcomes measurement Report on outcomes

The Solution

Capture and manage all relevant information:• Contact information• Source of referral to BizLaunch • Business type and stage of business formation • Type of services required• Workshops they have attended or would like to attend

Implemented automated (web2lead) and manual processes to capture BizLaunch clients as leads

Deployment Details

Products implemented SFA#Users 32Integration points 2Training NoBusiness Units affected 1Ongoing improvements Yes

The Solution, continued

Online form is filled out (Client or Staff)

Lead is created

Execute email campaigns to notify leads of upcoming events

Results

Increased visibility for BizLaunch program Increased visibility for the award winning staff

• Small Business Administration, Washington Metropolitan Area District Office, Minority Small Business Person of the Year – 2006

Increased accuracy of client information Higher customer satisfaction

• Achieved 99% satisfaction rating Focused performance metrics on outcomes

Keys to Success Program: Biz Launch # Users: 3 Key Requirements

• Share client information• Drive clients to integrated website• Achieve seamless client interaction

Key Benefits• Eliminated manual data entry• Data gathering completed prior to client meeting• Data accuracy is enhanced• Longitudinal data can now be tracked

Imagine it. Learn it. Use it. Customers can assist with data

integrity Understand and use outcome

measures Automate your website to the

greatest extent possible Streamline the data gathering

process Modify your business process to

drive clients to your website Continuously review your

business processes and don’t be afraid to modify

Lisa Glass, MSSWProject Manager

NPower NY

Lisa.Glass@npowerny.org

About NPower NY

• ROLE: Nonprofit technology service provider & Salesforce implementation partner

• TOTAL EMPLOYEES: 32

• SALESFORCE TEAM: 7

• NUMER OF MEMBERS: 536

• GEOGRAPHY: New York affiliate of National Network

• POSITION: Largest nonprofit Salesforce partner in the Northeast

• AWARD: Our client received the 2006 “Best Nonprofit Salesforce Implementation”

About 211-311

311 system Non-emergency requests for service, such as hazardous potholes, hydrant,

graffiti or parking violation 211 system

Connects citizens with needed human services, such as homeless, substance abuse treatment, and mental health services

Problem: Pothole

16

211-311 Call Management Approach

Option A

Call Center

311

**211

211

211

211211 ServiceProvider Cluster

211 211 ServiceProvider or MSO

Warm Transfer

ElectronicReferral

Option B

311 (211) **211

Warm Transfer

Electronic Referral

211 Call Center

211 Service Providers

Automatic routing of 211

** Basic contact information & service request type is logged

** Basic contact information & service request type is logged

Challenges

Most systems are expensive Time to get up and running Information transfer is cumbersome State reporting requirements take a lot of time Security of data is crucial Quality of the customer experience is critical

The Solution

18

1

21

2

3

Agent enters key words- “hunger” “no food”

Agent Takes Call and Opens 211 Case from Sally Sherman

Agent can request a suggested solution provider

Agent is able to refer the case to the recommended community service provider “Mercer Street Friends Pantry”

3

Recommended Solution

The Solution

1919

Case Manager at Mercer Street Reviews New Cases

Mercer Street Friends Pantry “Accepts” referred case and begins the process to help Sally.

Mercer Street eventually closes the Sally case – the Call Center gets updated.

4

5

6

4

5

Incoming Sally Sherman Case to Mercer Street

6“Closed” Sally Sherman Case

The Result

Pre-built integration with phone system= rapid deployment Significantly lower start-up and on-going costs Standardized user interface for greater productivity Integrated call control, tracking, reporting State reporting and data administration easier, real time data Capacity building: technology in the hands of nonprofits City to Nonprofit bridge Better service for the customer

The Result: Collaboration of Service Providers

Quality Outcomes

Person in need

Peter Reis

Chief Support Services Officer

peter.reis@wybusiness.org

All About Wyoming Business Council

• INDUSTRY: State Economic Development

• EMPLOYEES: 71

• GEOGRAPHY: State of Wyoming

• # USERS: 37

• PRODUCT(S) USED: Enterprise Edition

Wyoming Business Council

Mission: is “To Facilitate the Growth of Wyoming’s Economy.”

Community Development: Works with communities to develop infrastructure to become business-ready

Business Assistance: Helps retain and expand existing Wyoming businesses and industries

Business Recruitment: Recruits targeted businesses and their support businesses to the state

Biennium 2007-2008 Budget Community Development Business Assistance Business Recruitment

25

Business Assistance

The WBC helps businesses start, grow and expand through:

Agribusiness Assistance General Counseling Business Plan Development Financial Resources Marketing Product Development Intellectual Property Assistance Manufacturing Assistance

Business Recruitment & Community Development

Business Recruitment Markets Wyoming as a business destination

Locates prospect companies through in-house and contracted research and personal contacts & outreach efforts

Community DevelopmentThe WBC helps build attractive, high quality-of-life communities that

have “business ready” infrastructure through:

– Community assessments

– Grants ($100 million)

University of Wyoming Partners

Government Resources and Opportunities for Business Wyoming Market Research Center Manufacturing-Works Wyoming Research Products Center Wyoming Small Business Development Center (SBDC) Wyoming Women’s Business Center Small Business Innovation Research (SBIR)

Key Challenges

Collaboration and Information Sharing• Lack of automation

• Lack of a centralized database – every unit had its own

• No central contact information source for staff to use

• Integration between systems

• Very rural locations

• Numerous partnerships

The Solution

5 year search for CRM system that would meet our need• Interface with Outlook• Client Centric• Web based• Easily modifiable • Integrated with Partner’s systems effectively• Proven track record

Work in progress• Developing extensive dashboard reports

Salesforce Implementation

6 months Use of project team Customized standard system

• 3 custom tabs

• 18 record types

• Over 200 custom fields

User’s Guide

Outcome Based Performance Measurement

Previous Method Director’s manually tracked client information

Salesforce Provides:• An easy way to summarize service outcomes

• To meet requirements of the Wyoming Strategic Planning Process – which is tied to:

• Budget

• Headcount

• Governor’s report

Samples of Wyoming Strategic Plan Accountability Measures

Performance Measure #1: Percentage of cities, towns and counties receiving services from the Wyoming Business Council to total of 23 counties and 99 incorporated cites and towns

Communities Served (% of 122 Total Communities)

50%

60%

70%

80%

2004 2005 2006 2007

Projects To Be Completed:

Creation of Dashboards to match our Strategic Plan Graphs

Integration of our UW Partners in Salesforce Concern over the Privacy Protection for SBDC Clients –Section

15 USC 648

Selection and Implementation of Customer Satisfaction Survey – randomly generated by Salesforce

Salesforce Deliverables:

Single Operational View Accuracy and central

data source Proactive Services

Outcome based focus

Higher Customer Satisfaction Fosters collaboration among Partners

Visibility – Legislature, JAC, Public Track results

Imagine it. Learn it. Use it.

How to apply what you’ve learned when you get home• Automate

• Centralize

• Implement

• Integrate

Jonathan VaughanManaging Partner

jvaughan@newdemand.com

New Demand LLC

Case Study: Customer Service and Support

• PUBLIC SECTOR: Mass Transit

• EMPLOYEES: 11,000

• GEOGRAPHY: US - New Jersey

• # USERS: 150

• PRODUCT(S) USED: Service & Support, SFA, 3 downloaded AppExchange applications

Live since 2005Coming soon

Summary of Challenges

Response to change – too slow• Inability to respond quickly to new customer service

needs• Slow response to customers• Multi-channel service but

single channel systems• Un-analyzable information• IT infrastructure & resource

barriers

Specific Challenges

Business Issues• Separate customer service operations• Fragmented feedback channels to customers• No operational feedback loop• Poor customer knowledge• Poor information quality

Technology Issues• Multiple, proprietary, small-scale customer service systems• Complex business rules – complex customization• Cultural change – On Demand environment

Evolving SolutionA

B

C

D

Multi-Channel Case Capture

Custom ObjectsOperations Response

Personal PerformanceDashboards

AppExchange Partners: Clicktools, ActivePrime, Pervasive, Crystal Reports

Solution as currently implemented Customer Service for the general public # Users: 150 Key requirements met

Closed loop feedback to operations units Integrated multi-channel service Shared operational metrics

Key benefits achieved Doubled capacity with no additional staff Common information base for planning and

tracking results Eliminated multiple inconsistent systems Platform for innovation

The Dog that didn’t bark…..

No System crashes No disruption from new

Salesforce releases No need for consultants to

support the system once implemented

No data corruption problems

Unlike traditional IT systems, the NJ TRANSIT On Demand environment has continued to evolve. The Customer Service system has improved, new applications have been developed, and new capabilities, such as online customer surveys, have been easily integrated.

Mike GoodrichDirector of Administration

Arlington Economic Development

Kaveh VessaliVP, Public Sector SolutionsSalesforce.com

Moderated By:

Lisa GlassProject Manager

NPower New York

Peter ReisChief Support Services Officer

Wyoming Business Council

Jonathan VaughanManaging Partner

New Demand

QUESTION & ANSWER SESSION

Don’t miss these Activities:

Visit our Nonprofit, Government and Education Expo

Meet over 300 Attendees See 17 Partner Solutions Enjoy a Latte and Network in our

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