One Stop Shop for SMBs to Manage Their Entire Business
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Transcript of One Stop Shop for SMBs to Manage Their Entire Business
A One-Stop-Shop for SMBs:
How Salesforce Can Manage Your Entire Business
Tim Anderson, Customers for Life, salesforce.com
Dale McVeen, President, Bishop Technologies
Chris McVeen, Director Client Services, Bishop Technologies
David Ciccarelli, CEO, Voices.com
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 intellectual property and other l itigation, 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 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-Q for the most recent fiscal quarter ended July 31, 2012. This
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.
Session Objectives
• Learn from successful customers
• Think about Salesforce as a tool to run ALL of your Front-Office
• Leave session with solutions to specific businesses challenges
Agenda
Welcome – Tim Anderson, salesforce.com Customer Story – Bishop Technologies Customer Story – Voices.com Q&A
Delight Your Customers with the Social Enterprise
Cloud . Mobile . Social
Dale McVeen
President
Chris McVeen
Director, Client Services
All about Bishop Technologies
Electronic Messaging and Data Archive Migrations
• Founded in 2002
• Based in Chicago, IL
• 24 Sales Cloud, 2 Service Cloud, 20 Customer Portal
• Market carved out of email archiving and compliance
Our Early Challenges
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
Basic 1:1
Communication
Core Processes
and Structure
Developed
Early Salesforce
Implementation
Centralize
Accounts and
Support Model
Deeper
Development
Integration and
Automation
Initiatives Begin
Our Strategy…Ever Evolving
Quick
Growth
Streamline
Automation and
Collaboration
Marketing
Campaign &
Lead Management
ExactTarget
Sales
Opportunities,
Quotations & Forecasts
Accounting
Expense Control & Commission Management
Support
Customer Portal
Knowledge Base
SLA Timer
Engineering
Client Experience & Project
Management
Collaboration
CRM Data &
Project Status
One-Stop-Shop
Support Portal
SLA Timer
Client Website Inquiry
Quote Creation
Manage Entire Customer Lifecycle
Change Request
via Case
Analyzed by
Salesforce Admin
Review with Key
Stakeholders
Plan for
Implementation
Deployment via
Salesforce Admin
Governance
• Think big, but realistic
• Prioritize strategies from all roles
• Aim for functionality to be within two
degrees of top-line corporate goals
Key Takeaways
David Ciccarelli Chief Executive Officer
All about Voices.com
Online marketplace for professional voice over talents. We
transformed a 100 year old industry.
Founded in 2003
Based in London, Ontario
26 Unlimited Edition
How We Innovate
Audition and Hire Professionals From the Web, iPhone or iPad
We Run Our Whole Business on Salesforce
Marketing
Google Adwords and Act-On for
Marketing
Sales
PowerDialer for Inside Sales
Team
Support
Email, Web Forms, Chat and
Phone
Collaboration
Ideas and Do.com for Project
Management
HR
Time-off, Flex-Time &
Vacation
Analytics
Business Decision Made from “Single
Point of Truth”
We Score Leads with Act-On
Our Sales Team Loves PowerDialer
We Support Our Customers with LiveAgent
Everyone’s Got a Good Idea
Projects Are Managed in Do.com
Human Resources Made Simple
Top Lessons Learned
Start your search on AppExchange
Prequalify Vendors with their level of Salesforce integration
Use Admin Request from Premier Support
Systematize every department with Salesforce
Dale McVeen
President,
Bishop Technologies
Chris McVeen
Director Client Services,
Bishop Technologies
David Ciccarelli Tim Anderson
CEO,
Voices.com
Customers for Life,
salesforce.com