Emerging Trends in Cloud ArchitectureSocial, Mobile, Connected
Trey RoldanDirector, Strategic Projects@treyroldan
Doug KamradtSr. Director, Program Architect@dougkamradt
Agenda
• Socialize
• Introductions
• Video
• Begin presentation
Trey Roldan
• Based out of SF / Dog Patch• 2 Kids
• 5/yr Victorian Bulldog• 2.5/yr Boy
• Passionate about all things tech • Salesforce Developer & Architect• Extensive Data & Integration Background
• Crossfit Enthusiast
@treyroldan
Doug Kamradt
Eight years with SFDCEighteen as Entreprenuer
Love the water
and the journey
Married, Kids
@dougkamradt
Audience Introductions
• Name
• Company
• Role
• Key Takeaway
Video
http://www.youtube.com/watch?v=jv25DodsoFo
Third Wave of Computing:“Internet of Things”
LAN/WAN
Client
Server
Millions
SNA
Mainframe
Terminal
Thousands
LTE
Cloud
Social . Mobile . Cloud .
Connected
50 Billion Connected “Things”
Behind every is a customer.thing
device
lead
app
post
Service ticket
chat
Insights
community
Intelligence
Build Your Social PipelineListen for the point of need and turn social product inquiries into leads
Sell Smarter with Social Sales IntelligenceListen to what’s being said about specific customers and industries on the social web
Get Competitive InsightsCapitalize on your competitor’s vulnerabilities and turn competitive issues into opportunities
Behind every customer is a social connection
Any Social Channel w Real-Time Engagement w Integrate with Leads and Opportunities
The intelligence we’ve gathered through social media monitoring has been invaluable.
“”
Dell Generates Leads
Tracks 22,000+ conversations / day
Monitors in 11 languages
Found Twitter reach greater than top 12
newspapers in U.S.
Generated $6.5M Sales through Social Media
Geoff KnoxSupervisor, Global Operations Community Team
Radian6 has transformed the way we bring consumer insights into the culture of Pepsi Co.
Pepsi Measures Marketing Feedback
Launched “Refresh Everything” Campaign
Monitored thousands of conversations overnight
Immediate feedback in Radian6
Changed ad spend for follow-up campaign
“”B. Bonin Bough
Global Director of Digital and Social Media
Caterpillar tracks B2B Social Media ROI with Radian6
Global industrial giant with purely B2B base
Tracks all social media marketing
Found positive ROI from social media efforts
Brand awareness, leads and service
We have pretty solid metrics that are proving the case for importance of social media in the industries where we participate….we are seeing positive momentum.
“
”Brian StokoeSocial Media Program Manager
Monitor Any Social ConversationMonitor real-time customer issues on Twitter, Facebook
Auto-Convert Tweets/Posts to CasesAuto-create cases using business workflow rules
Auto-Assign Cases to Expert Agents Prioritize incoming issues into agents’ queues
Resolve Cases On Any Social ChannelRespond to customers on their favorite social channel
Deliver Amazing Social Customer Service
Any Social Channel w Real-Time Engagement w Integrate with Case Management
CIO’s are Focused on Filling the Mobile App Gap in 2013
Mobile Apps Are Critical
Mobile Apps Deployed
60%
40%
20%
Mobile App Gap
Less than
1/2have
deployed apps
Perc
ent
of
Resp
ond
ents
Deploying Salesforce onto Mobile Devices is Priority #1 in 2013
Source: Salesforce.com Research conducted May 2013 by an independent third-party Confirmit. Number of responses = 8,557 votes from 462 Enterprise sales account
contacts.
Source: Economist 2013. 1,300 Global Executives Surveyed
Our Customers See Measurable Benefit
15
Mobile Users are 29% more productive
Mobile Users are 4X more engaged
Source: ComScore
Source: 5,500 Customers Surveyed
Two Great Ways to Build Your Mobile Portfolio
Salesforce1 Mobile AppConfigurable by Admins out of the box
Custom Mobile AppsBuilt by Developers with our Mobile Services
For employee facing apps For customer-facing experiences
All built on the Salesforce1 Platform
Standards-Based, Secure, and OSS
What’s an iBeacon?
• Standalone Bluetooth LE Device
• Constant Signal Broadcast
iBeacon Implementation
Conceptual Architecture Future State
The Connected World
ConnectedCustomers
ConnectedPartnersConnected
EmployeesConnected
Devices
ConnectedProducts
Embedding customer service into all Philips products
“Focus on the Customer” vision built on Salesforce
Deep Salesforce & SAP integration
Philips Connects Customers and Products with Salesforce
- Jeroen Tas, Global CIO
“Salesforce is helping us become a customer-centric company.”- Jeroen Tas, Global CIO
Sony Builds a Single View of Their Customers with Salesforce
Launched PS4 & player community integrated with Salesforce
Complete visibility into the customer journey
Engaging and publishing relevant content across mobile, social
and in-game experience
Lessons Learned
• Social discoveries are common
• Choose a flexible architecture
• Iterate
• Incorporate learnings going forward
• Plan for analytics up front
• That may include big data
Q & A
• What other technology trends are folks seeing?
• Big data uses?
• Single sign-on approaches• SAML, Oauth, tools
• Integration• Opensource tools
• Rest vs SOAP
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