Webinar: Ten Ways to Enhance Your Salesforce.com Application in 2013

10 Ways to improve your Salesforce.com Application in 2013

30 minute webinar presentation

February 6th, 2013

Emtec, Inc. Proprietary & Confidential. All rights reserved 2012.

Housekeeping

2

• This webinar is 25 mins

5 minutes set for questions

• Q&A at the end of the presentation

Please ask questions using the GoToMeeting Chat Panel

• The webinar is recorded

Follow up email will be sent to materials you can share with

your team


What you will learn today

• 10 ways to improve your Salesforce.com application in 2013

• We will discuss in each topic:

•Why the idea is valuable

•How to get started

•Implementation considerations

Who is Emtec?


Emtec… ‘Big enough to do the work, small enough to care’

EMTEC THE COMPANY

• Serving clients for over 46 years

• 14 locations, including 8 development centers

• Over 1,000 full-time professionals

• Voted One of the Top 100 Places to Work by Cranes

Chicago in 2012

• Our consultants have an average of 14 years of

experience. Nearly 45% have advanced certifications

• 73% of our PMs, Architects & Consultants worked at Tier

1 consultancies in a previous life

• $255M IT Services Provider

• Regularly compete & win against larger IT service

providers

EMTEC AROUND THE WORLD

US Locations

• Radnor, PA (HQ)

• Atlanta, GA

• Chicago, IL

• Dayton, Ohio

• Freemont, CA

• Jacksonville, FL

• Herndon, VA

• Minneapolis, MN

• Springfield, NJ

• St. Louis, MO

Global Offices

• Toronto, Canada

• Ottawa, Canada

• Pune, India

• Bangalore, India

EMTEC SERVICES AT A GLANCE

• Emtec has completed more than 1,100 Package Application

engagements, including:

- 200+ Oracle clients with more than 415 engagements

- 206 EPM / Hyperion & OBIEE clients and 323 engagements

- 186 Microsoft Dynamics and more than 255 projects

• Emtec is a premier provider of SaaS and Emerging

technologies consulting, including more than 75

Salesforce.com engagements, Including Sales Cloud, Service

Cloud and Custom Cloud

• Emtec has performed more than 6.3M hours of application

development and maintenance work ranging from Business

Analysis to Product Development

• Emtec has served more than 565 Infrastructure services

clients where we have:

- Deployed more than 1.85M servers, personal computers, tablets

and mobile devices

- Installed or provided more than 925 exabytes of storage

(That’s a whole lot…)

- Triaged more than 30,000 L1 support incidents

- Implemented service management solutions for more than 125

clients

5


Our Salesforce.com Practice

6

• Key Partnerships

• Dedicated Salesforce.com Practice

• Total of 60+ certifications, in Sales, Service and Custom Clouds.

• Project Work: 70+ SFDC projects delivered

• One of the fastest growing Emtec practices, 221% over last year.

• Very High Customer Satisfaction (CSAT) ratings with Salesforce.com (9.8/10)

Strategic Services Cutting Edge Functionality Easy to Engage

Implementations & Services

Application Strategy

Strategy Mapping

ROI and TCO Studies

User Adoption Studies

Realignment/Reconfiguration

projects

Mobile applications

Social Quick Starts

Advanced Reporting & Analytics

New release visioning

Salesforce.com implementation services

Application Integration

Salesforce.com Org merges

Managed Admin Services

Rapid prototyping

10 Ways to improve your Salesforce.com Application in 2013

#10 – Leverage Home Page as a ‘One Stop Shop’


#10 – Leverage Home Page as a ‘One Stop Shop’

• Why this idea is valuable •Allows users to stay within the application

•Aggregate links to critical systems for easy access

• Improves user adoption

• How to get started • Identify commonly used information sources

•Avoid clutter; simple is better

• Implementation considerations •Consider components such as:

–User customizable news feeds

–Links to portals, internal websites (leverage single-sign on)

–Consolidated analytics - embedded Analytics via Visualforce

•Group information by user function –Plan layouts by key functional areas

#9 – Foster collaboration by using Salesforce.com social tools


#9 – Foster collaboration by using Salesforce.com

social tools

• Why this idea is valuable

•Reduce email volume

•Accelerate collaboration via crowd-sourcing

•Shrinks the enterprise by bringing geographically diverse users together

•Gamification (Work.com) can improve performance

• How to get started

•Define use case and desired outcomes

•Create metrics and rewards

•Create usage guidelines

• Implementation considerations

•Monitoring and nurturing are key to adoption

•Executives should lead by example – use Chatter!

•Roll-out and training plan is critical

#8 – Support a multi-device mobile strategy


#8 – Support a multi-device mobile strategy


•Promotes user productivity by making key information available where users work

•Boost employee satisfaction


•Tailor the user experience to the device if you are BYOD. Not all devices are created equal

•Define key functionality and data needed

•Salesforce Touch


•Visualforce pages may render differently in Touch – test first

•Mobile licensing costs

#7 – Implement a user adoption & training strategy


#7 – Implement a user adoption & training strategy


•Maintaining user engagement and effectiveness protects your investment in Salesforce.com

•New employee ramp up time reduced


• Integrate into your new functionality release schedule

•Keep pace with Salesforce.com releases

•Define core concepts and functionality key to your specific implementation

•Define use cases based on user roles and function


•Leverage Salesforce.com training material for core concepts and components

•Quick Reference Guides can be very effective

#6 – Continuous Improvement


#6 – Continuous Improvement


•Streamline user experience by reducing clutter

•Increases adoption by keeping application simple and current

•Improves ease of maintenance


•Review role hierarchies, page layouts, unused fields, unused

reports, dormant users, simplify sales process

•Review findings and recommendations with governance team


•Communicate changes to users

•Test changes in Sandbox first

#5 – Audit your instance against new functionality


#5 – Audit your instance against new functionality


•Accelerate potential improvements in functionality

•Reduction of customizations


•Review release notes and training for each release.

•Identify new functionality that can benefit your users


•Evaluate existing requirements against new functionality

•Communicate planned changes to users prior to implementing

•Train users in new functions

•Test in Sandbox first

#4 – Use automation capabilities to reduce manual effort


#4 – Use automation capabilities to reduce manual effort


•Users can focus on activities that matter most

•Consistent processes

•Simplifies/eliminates data entry


•Identify manual processes as automation candidates

•Define automation paths (auto-approvals,flow, workflow)


•Not all functionality is available on all Salesforce.com editions

•Ensure exception flows are accounted for in the process

#3 – Bring other functional groups onto the platform


#3 – Bring other functional groups onto the platform


• Improve collaboration between functional groups

•Potential to eliminate redundant systems

•Reduce system maintenance costs


• Start from your core implementation and work outward

• Utilize core features (case management, approvals, forecasting, marketing automation)


•Review requirements against existing functionality

•Move stand-alone applications onto the platform

•Plan and communicate timing

•Test in Sandbox first

#2 – Enrich and improve your data


#2 – Enrich and improve your data


•Duplicate data causes reporting issues, reduces visibility, and can cause bad decisions

•Clean data promotes user confidence in system

•Augmented data can help identify new opportunities


• Implement scheduled data audits to identify and resolve duplicate records

•Consider Data.com for a crowd sourced (Jigsaw) database of contacts mixed with D&B data

•Augmented data can help identify new opportunities


•Define ownership of survivor records carefully

•Merging data impact visibility to records, existing reports, and view

#1 – Integrate Salesforce.com with key systems


#1 – Integrate Salesforce.com with key systems

• Why this idea is valuable •Adds value to your existing IT investments and Salesforce.com

• Improve end-to-end processes by reducing manual data sharing between systems

•Provide users with key organizational data regardless of system-of-origin

• How to get started • Identify key data that resides in systems external to Salesforce.com

•Evaluate need to summarize or transform the data

•Select an integration tool and strategy

• Implementation considerations •Decide whether real-time or batch is needed for integration

•Define security, source, and survivorship of data

•Decide if integrations are uni-directional or bi-directional.

Q & A


1. Integrate Salesforce.com with key systems

2. Enrich and improve your data quality

3. Bring other functional groups onto the platform

4. Use automation capabilities to reduce manual effort

5. Audit your instance against new

6. Continuous improvement

7. Implement a user adoption & training strategy

8. Support a multi-device mobile strategy

9. Foster collaboration by using social

10.Leverage home page as a ‘one stop shop’

10 Ways To Improve Your Salesforce.com Application In 2013

Webinar: Ten Ways to Enhance Your Salesforce.com Application in 2013

Technology

reduce manual

device mobile

user adoption

key systems

functional

automation

implementation

proprietary