BlackBerry: the Salesforce CRM Mobile Essentials

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BlackBerry the Salesforce CRM Mobile Essentials
Track Sales/Sales Operations Executives

• Justin Dupuis, Bombardier Aerospace -Business
  Aircraft
• Brian Fisher Papa Murphys Take n Bake Pizza
• Don Edwards - Honeywell
• Moderated by
• Ethan Alexander Salesforce CRM Mobile

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Justin Dupuis Salesforce.com Integrator
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All About Bombardier Business Aircraft
Founded in 1942, Bombardier entered the Business
Aircraft industry after its acquisition of
Canadair in 1986, and Learjet in 1990. Its
primary Business Aircraft product lines are
Learjet, Global and Challenger series.

• INDUSTRY Aerospace Manufacturing
• EMPLOYEES 28,000 (Bombardier Aerospace)
• GEOGRAPHY Global
• USERS / Mobile 200 / 45
• PRODUCT(S) IN USE SFA, Salesforce Mobile
  (Blackberry), Email Approvals, Analytic
  Snapshots, 7 downloaded AppExchange applications,
  24 custom objects,

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Our Objectives

• Increase adoption of Salesforce CRM within Sales
• Enable immediate access to relevant information
  on the road through Blackberry integration
• Implement a tool that was easy to roll out to
  users worldwide
• Provide an user friendly tool that would require
  minimal training to use, even for technically
  challenged users
• Support the company-wide initiative for an
  Amazing Customer Experience

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How We Went About Achieving the Objectives

• Created scaled Mobile Configurations for older
  and newer BlackBerry Devices

8300 Series
8800 Series
8700 Series
7200 Series
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How We Went About Achieving the Objectives

• Created scaled Mobile Configurations for older
  and newer Blackberry Devices

Low Capacity Dataset Definition
High Capacity Dataset Definition
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How We Went About Achieving the Objectives

• Excluded unnecessary fields and grouped fields
  under collapsible headings to ensure clean
  interface

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How We Went About Achieving the Objectives

• Created mobile views similar to reports already
  in use by users to allow quick sorting of
  information

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How We Went About Achieving the Objectives

• Pushed Salesforce CRM Mobile transparently to
  Sales organization through BES. Users only needed
  to log in

Step 2
Step 1
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The Results of the Efforts

• Adoption increased by 20
• 25 of mobile users primarily interface with
  Salesforce CRM through the mobile application
• 75 of mobile users use the application
  frequently
• Our Sales organization can now access customer
  information instantly from anywhere in the world

Actual results from a single sales region
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My Top Recommendations to You

• Talk to users about their needs
• Push the application through BES
• Exclude fields and create views to ensure a clean
  interface and easy-to-navigate information
• Scale mobile configuration to device performance.
  Users want as much data as possible, but without
  lag
• Test profiles for performance before deploying

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Brian Fisher Director Business Technology
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• Papa Murphys is the fifth-largest pizza chain in
  the country based on number of locations, and is
  the worlds largest take n bake pizza concept.
• EMPLOYEES 15,000 (including franchisees) 200
  (PMI Corporate)
• 1,000 locations in 30 states and Canada, 98
  franchise owned
• Salesforce users 83 EE, 34 Mobile
• Products SFA, Custom Objects, Outlook, Offline,
  Salesforce Mobile
• Salesforce and Mobile Implementation Partner
  Centerstance Portland, Oregon

Top 100 Food Beverage Company Inc. Magazine,
2007 2008 Best Pizza Chain in America 2003,
2004, 2005, 2006, 2007, 2008 Restaurants
Institutions magazine, Choice in Chains Consumer
Survey Pizza Chain of the Year 2001, 2006,
2008 -- Pizza Today magazine Highest Customer
Satisfaction in a Major QSR Chain, West 2004 --
J.D. Power and Associates
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Where work gets done In the stores NOT
very Laptop friendly. No room, no electric
plugs. Water, dough and other ingredients
everywhere.
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The Applications in Mobile Use
On the Blackberry
The mobile administration console
(Setup gt Administration Setup gt Mobile
administration)
(Main Screen gt Applications gt Salesforce Mobile)
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The Applications in Mobile Use

• Contacts
• Field Employees can create new contact records
  for new Store employees
• Track certification dates and store roles,
  associated to Gold awards
• Review Activity history associated with this
  contact

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The Applications in Mobile Use

• Tasks and Events
• Prompt DFOs to capture details of correspondence
  with Store owners
• Create task reminders while still onsite at a
  store
• Easily schedule follow-up meetings or store
  visits while face-to-face with an owner

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The Applications in Mobile Use

• Quality-Service-Cleanliness Review (QSC)
• 400 Custom fields roll up to Summary formula
  fields
• Compares Total Possible Score vs. Actual Score
• Includes Priority and Action Plan for improvement

Salesforce Online
Salesforce Mobile
Key summary fields only
400 custom fields!
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Custom Applications in Mobile Use

• Stores
• Custom object with store details including
  location and contact info
• Related data to each specific store viewable and
  accessible in the field

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Custom Applications in Mobile Use

• Customer Satisfaction Index (CSI)
• Monthly one-way push to Salesforce of Customer
  Survey information
• Store Owner
• Details ownership information for stores with
  multiple owners

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Salesforce CRM Applications
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Mobile Results

• Ability to access and update information as
  needed
• Salesforce data in the field just like BlackBerry
  gave us email
• Increase On-site, personal service to stores /
  owners
• Fast response to store requests and objectives
  captured and documented in Salesforce
• Customer voice is very valuable part of PMI team
• Managements visibility to key indicators of
  Store health and performance
• The BlackBerry devices are just solid for our
  field needs

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Thank YOU! Brian Fisher Director of Business
Technology Papa Murphys TakenBake Pizza
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Don Edwards CRM Coordinator
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BW Technologies by Honeywell
Established in 1987, for 20 years, BW
Technologies by Honeywell has been a
Canadian-based, industry-leading producer of
innovative gas detection instrumentation.

• INDUSTRY Manufacturing
• EMPLOYEES 500
• GEOGRAPHY Global
• USERS / Mobile 143 / 70
• PRODUCT(S) IN USE SFA, Salesforce Mobile,
  Service Support, 3 downloaded AppExchange
  applications, 4 custom objects

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BW Technologies by Honeywell
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(No Transcript)
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Why BlackBerry with Mobile Apps?

• Required a globally proven device
• Quick and simple to train and trouble shoot not
  only device issues but Mobile application needs
• Our field reps are constantly on the move so
  reliability coupled with ability to leave the
  laptop behind when needed yet have everything at
  the fingertips
• The BlackBerry can take a beating and not let
  anyone down. like our own products

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Typical Environment Field Needs

• Less time in laptop more time with clients
• Ability to access Records while in the field and
  without Internet (i.e. laptop) connectivity
• Ability to input Opportunities (although not able
  to add products)
• Increased usability amongst outside sales force
• Accessing Leads, Reports, Sales Figures (Custom)
• Viewing Sales Orders (Upcoming Custom Object)

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How We Went About Achieving the Objectives

• Sales Managers can view their Month-To-Date,
  Quarter-To-Date and Year-To-Date sales on their
  BlackBerry via a Custom Object which is updated
  continuously
• Mobile Views show their specific pipeline
  Opportunities and percentage to target
• A second custom object will show Daily Sales
  including all Sales Order details

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Custom Object MTD, QTD YTD Sales
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Our Wows

• Reps travel less and less with laptops thanks to
  Salesforce CRM Mobile on the BlackBerry
• Current sales data is always at the ready on the
  devices
• Field Quote
• Field Quote

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