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

Celia Gillen

VP, Field Operations

CA, Inc.

[email protected]

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.

Don’t miss these Activities:

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Tue 12:15Enjoy a Latte and Network in our

Industries Lounge

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