Track: Administrators

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Track Administrators
How to Roll Out Force.com Mobile Successfully

• Suzette Godwin Romer, ADP
• Paul Eide, Sprint
• Matt OConnor, salesforce.com

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Mobile Product Overview

• Check/change case status
• Log new case
• Lookup solution
• Log emails and tasks
• Access customer information
• Close a case

• Look up customer data
• Modify opportunity status or amount
• Assign tasks from the field
• Log emails and calls
• Enter activity information
• Check orders
• Lookup nearby accounts

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Devices Supported

• Blackberry 7000 and 8000 series models, with
  Blackberry OS of 4.2 or higher
• Palm OS Treo 600, 650, 680, 700p
• Select Pocket PC devices running Windows Mobile 6
  
• iPhone and iPod Touch with OS 2.0 or higher

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Key Benefits

• Mobilize non-CRM applications
• Improved customer interactions
• Better adoption and happier users!!

• Increased productivity
• Real-time access to key data
• Improved data quality
• Improved collaboration

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Suzette Godwin Romer Director, Sales Technology
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ADP is one of the worlds leading providers of
technology-based outsourcing solutions to
employers, vehicle retailers and their
manufacturers

• INDUSTRY Computer Services
• EMPLOYEES 47,000
• GEOGRAPHY Global
• USERS 7,142
• PRODUCT(S) USED Salesforce CRM SFA, Service
  Support, Force.com Mobile, 17 downloaded
  AppExchange applications

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About ADP Who We Are
46,000 ADP associates
Fortune 300 NASDAQ ADP
1 of a handful of companies AAA rated by Standard
Poors and Moodys
More than 585,000 clients worldwide
World Class Service
Paid 33 million employees in 30 countries
Record client retention levels (average is 10
years)
Founded in 1949
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ADP Key Challenges

• Im too busy for salesforce
• Give me the kitchen sink
• Change is scary, overcoming natural resistance
• Pre Mobile Admin Console
• Building data set where to get started?
• Outlook as contact and event database

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ADP The Solution

• Clearly Defining and Selling the Value
• Anytime, anywhere access
• Capture account interactions in real-time
• Immediate data sharing no catch up
• Save time logging calls emails
• Take a test drive the Pilot
• Do we really need all of this data?
• Training requirements
• This wont make your coffee expectation setting
• Mobile different, but its also the same

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ADP The Solution

• Mandatory Training
• Reward based deployment
• Tying Force.com Mobile to existing BB use focus
  on the difference
• Tips sheet and training deck
• Process for managing new functionality
• Process for wiping the device
• User administration to support deployment
• New hire deployment

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ADP The Results

• 350 Mobile users actively using more on the
  way
• Time savings for logging calls emails
• Immediate access to information
• Improved overall Salesforce CRM adoption
• Cool factor - Me too!

What our sales associates have to say
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ADP The Results
I find the mobile version of Salesforce CRM to
be incredibly useful. You can always answer a
question about a prospect or client as soon as it
is asked. The information is always available.
I love it MUCH! I looked up a contact (while
traveling) the other day instead of trying to
call my admin.
Mobile is just wonderful. One of the better
technology tools that increases my productivity.
At 430 on a Friday afternoon I was out of the
office and received a call about a client issue.
The client sent me an email requesting
information. With Salesforce CRM on the BB I was
able to call the client immediately out of the
app and log the call. I then followed up with an
email from my BB to the client. Net effect was
that the client had 3 touches from us within 30
minutes and all were documented. It is a very
good tool.
This is a HUGE asset to me and saves me tons of
time! It is much faster than I expected. I was
very skeptical in the beginning but now I am a
raving fan! This has really saved me a few
times!
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ADP Key Take-Aways

• Make sure your Mobile device meets requirements
• Use a Pilot to refine the solution
• Clearly define the value for users
• Set clear expectations for users
• Training, training, training
• Keep getting feedback and tweak as needed

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Paul Eide Manager, Program Mgmt and Business
Analysis
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Sprint
Sprint Nextel offers a comprehensive range of
communications services bringing mobility to
consumer, business and government customers.
Sprint Nextel is widely recognized for
developing, engineering and deploying innovative
technologies, including two robust wireless
networks offering industry leading mobile data
services instant national and international
walkie-talkie capabilities and an award-winning
and global Tier 1 Internet backbone.

• INDUSTRY Telecommunications
• EMPLOYEES 64,000
• GEOGRAPHY Global
• USERS 21,600
• PRODUCT(S) USED Salesforce CRM SFA, Partner
  Networks, Force.com Mobile, 9 AppExchange
  applications

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Sprint Key Challenges

• Diverse device mix, frequent device refresh
• Diverse user population Sprint / Nextel,
  varying roles
• Manual double entry process, monitoring
• Lots of change for users
• Large amount of users gt 1,000

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Sprint The Solution

• Over-the-air deployment for all devices
• Force.com Mobile as a carrot
• Training and Support no shortcuts!
• 100 live sessions
• Mandatory hands on training, quick reference
  guides, dedicated support team
• GPS for non-CRM users
• Eliminate double entry
• Selling the value of Force.com Mobile

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Sprint The Solution
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Sprint The Results

• 1,000 users actively using
• 150 of different devices managed
• GPS integration, 5K forms created
• I LOVE it! Its so nice to have all my
  information on my BlackBerry. I dont have to
  rely on booting up my laptop while out in the
  field.
• Sprint Field Sales Manager

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Sprint Key Take-Aways

• Consider non-CRM use
• Training no shortcuts
• Know when to use Force.com Mobile
• Multiple devices, not a problem

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QUESTION ANSWER SESSION
Suzette Godwin Romer
Director, Sales Technology
Paul Eide
Manager, Program Mgmt and Business Analysis
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Customer Hero Suzette Godwin Romer
Kathryn Cooper, ADP Sales Executive Suzette is
one of the main reasons our sales team is
embracing salesforce.com. She and her team
somehow make every request for help or
modification a priority. I am constantly amazed
how they can make the requested enhancements so
quickly. She is a true hero to our organization.
Thank you, Suzette!
Fourth Year Presenting at DreamForceMost
Valuable Team Player Appy Award
Famed Statistics 95 Login Rate 148 Custom
Tabs 170 Custom Objects Apps Downloaded 17 SFA,
Marketing, Office Edition, Mobile
Suzette Godwin Romer Director, Sales
Technology ADP National Account Services

• Sessions
• Sales Process Excellence New Levels of
  Productivity and Effectiveness
• How to Roll Out Salesforce CRM Mobile Successfully

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Customer Hero Paul Eide
Daniel Sieff, Senior Manager for Sales CRM says
Paul is a Salesforce visionary. He has a
passion for making the application the best one
at Sprint. He works tirelessly on making sure
users understand the big picture and can see
whats in it for them. Paul has received many
accolades and awards at Sprint for making a
difference by building more critical pieces into
Salesforce.com. The users have constantly
expressed how in awe they are at Paul.
Famed Statistics 1,000 SF Mobile Users SFA
PRM 9 AppExchange Apps Downloaded
Paul Eide Manager, Program Mgmt and Business
Analysis
Session How to Roll Out Salesforce CRM Mobile
Successfully