A Tale of Three Teams

1
A Tale of Three Teams
Track Industry Focus Communications

• Jeremy Robinson, Shaw Cablesystems
• Jason Enneking, Embarq
• Mitchell Strack, Alltel
• Chris Morgan, salesforce.com
• Frank Loiseaux-Purcell, salesforce.com

2
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.
3
Introductions
Jason Enneking
Manager Technical Programs/Projects
Jeremy Robinson
National Manager, Major Accounts
Mitchell Strack
Staff Manager Channel Support
4
Jason Enneking Manager Technical
Programs/Projects
5
All About EMBARQ
EMBARQ delivers a suite of leading-edge
communications services to both residential and
business customers in 18 states.

• INDUSTRY Communications
• EMPLOYEES 18,000
• GEOGRAPHY United States (presence in 18)
• USERS 470 (390 Business, 80 Dev. Mkts)
• PRODUCT(S) USED Salesforce CRM SFA, Enterprise,
  Service Support, Trial of Force.com Mobile,
  AppEx Dashboards, AJAX Tools, Mass Update,
  Forecast, Campaigns, Solutions, Cases, Ideas

6
Business Objectives

• Implement a EQ Standard Sales Methodology
• Provide quick visibility to the Sales Funnel
• Account Management and Planning
• Opportunity Management
• Replace Lotus Notes custom Application

7
Salesforce CRM Solution

• Salesforce CRM SFA
• Standard Methodology, Funnel, Account Management,
  Opportunity Management, Replaces old System
• Utilize Professional Service
• Setup the Application
• Trained Admin
• Developed Reports
• Configured Integration
• Started a Trial in October, ended with full
  deployment to 300 plus users on 12/17/07

8
Embarq people
Our Team Structure
Salesforce people
Executive Sponsor
Senior Advisor / CSE
Engagement Manager
Program Manager
Project Manager
Project Manager
Business
Technical
Application Design Architect
Business Process Analyst
Technical Architect
Technical Architect
Senior/Developer
Deployment Lead
Executives Managers
Data Specialist
Data Architect
Network Specialist
Data Migration Specialist
Subject Matter Experts
Operations Specialist
Users
Curriculum Developer
Education Architect
Instructor
Instructor
9
Value

• Visibility
• Marketing, Product, and Sales Managers all have
  more visibility to the Opportunities than ever
  before
• Retired legacy application
• Salesforce CRM is THE SINGLE tool for Sales to
  use
• Dramatic decrease in offline reports
• One Version of the Truth

10
Lessons Learned

• Match Salesforce CRM and your own resources in
  parallel
• Professional Services provided more than we
  originally expected
• Forecasting module would have been worth
  implementing earlier
• Unifying incoming leads (single leads tool) helps
  agents focus on selling
• Executive sponsorship is critical
• The fun has just begun

11
Jeremy Robinson National Manager, Major Accounts
12
Shaw Cablesystems
Shaw Cablesystems provides broadband cable,
Internet, and Digital Phone service to over 2.2
million customers in Western Canada.

• INDUSTRY Communications
• EMPLOYEES 9,000
• GEOGRAPHY Western Canada
• USERS 200
• PRODUCT(S) USED Salesforce CRM SFA

13
Business Objectives

• Provide greater visibility into our major
  accounts business, specifically Multiple Dwelling
  Units (MDUs)
• Enhance our customer experience via records and
  data management
• Increase and enhance our reporting capabilities
  including pipeline management

14
Salesforce CRM Solution
15
Salesforce CRM Solution
16
Salesforce CRM Solution
17
Salesforce CRM Solution

• 200 users of Salesforce CRM SFA
• Significant customizations
• Create process to drop data from internal billing
  system into Salesforce
• Create custom objects for revenue and penetration
  data
• Business process review
• Custom reports
• Education Services
• Custom train the trainer sessions

18
Our team
Shaw people
VP of Sales (Sponsor)
Salesforce people
Project manager
Project Manager (IT)
Application design architect
Project manager
Business users and SMEs
Data Specialist (IT)
Network security specialist
19
Value

• New visibility and measurement of Sales
  Representatives and their targets
• Custom penetration reports provide visibility
  into best opportunities for sales - taking
  success rate from 5 to 12 in direct sales
  campaigns.
• Improvement in customer records has resulted in
  vast improvement in customer experience
• Significant value in contract management
  particularly rate increase and agreement expiry
  notifications

20
Lessons Learned

• Identify resources youll need eventually from IT
  and involve them as part of the initial team
• A dedicated system administrator is a necessity
  and get them involved in the design too
• Arrange group training sessions rather than
  train the trainer.
• The faster you incorporate Salesforce CRM into
  all business processes the better
• End user input into the design of the application
  is key
• Future Roadmap Professional Services to
  integrate Salesforce CRM to new billing system,
  sourcing AppExchange partners to improve Sales
  Reporting for Senior Management

21
Mitchell Strack Staff Manager Channel Support
22
Alltel, headquartered in Little Rock, Ark., owns
and operates the nations largest wireless
network. Alltels wireless footprint covers more
than half of the total landmass of the
continental United States. Alltel serves more
than 13 million customers in 34 states.

• INDUSTRY Telecommunications
• EMPLOYEES 16,000
• GEOGRAPHY US
• USERS 864
• PRODUCT(S) USED Salesforce CRM SFA, Customer
  Service Support, Force.com Mobile, 11 custom
  objects, 4 downloaded AppExchange applications

23
Business Objectives

• Provide visibility to enable consistent sales and
  operating processes
• Provide a robust solution to manage prospects
  through the sales cycle
• Streamline the order entry process and improve
  service levels
• Provide a flexible platform for specialized
  pricing approvals
• Territory management tool
• Campaign management tool

24
Salesforce CRM Solution

• Number Seats 864 licenses
• Launched 1/1/05 Upgraded to Unlimited Edition
  on 1/1/07
• Integration Points with Information Warehouse and
  Peoplesoft
• Partner Professional Services Astadia
• Customization
• Rollout
• SFDC Professional Services
• Implementation Oversight

25
Customization
Innate SFA Product Related List
Alltel Custom Product Configurator

26
Alltel Team Structure
27
Value

• Increased productivity
• Improved forecast tracking and accuracy
• Better insight into prospecting
• More insight into Campaign Management ROI

28
Lessons Learned

• Manage the culture shock to the Sales Teams
• Include users on project team from Day 1
• Training is key!

29
Roadmap for Alltel

• Split system into 2 separate orgs
• Org clone
• Mirror customization
• Data migration
• Duplicate integration points
• Testing

30
The road to success
Go Live
Begin with the end in mind
31
Session FeedbackLet us know how were doing and
enter to win an iPod nano!

• Please score the session from 5 to 1
  (5excellent,1needs improvement) in the
  following categories
• Overall rating of the session
• Quality of content
• Strength of presentation delivery
• Relevance of the session to your organization

Additionally, please fill in the name of each
speaker score them on overall delivery.
We strive to improve, thank you for filling out
our survey.
32
QUESTION ANSWER SESSION
Jason Enneking
Manager Technical Programs/Projects
Jeremy Robinson
National Manager, Major Accounts
Mitchell Strack
Staff Manager Channel Support