Using AppExchange to Automate Complex Business Processes

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Using AppExchange to Automate Complex Business
Processes
Track Advanced EE System Administrators

• Ly Townsend, salesforce.com
• Chip Vanek, Magma Design Automation, Inc.
• Maryann Najmola, Cigna International

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Safe Harbor Statement

• Safe harbor statement under the Private
  Securities Litigation Reform Act of 1995 This
  presentation may contain forward-looking
  statements the achievement of which involves
  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.  All statements other than
  statements of historical fact could be deemed
  forward-looking, including any projections of
  subscriber growth, earnings, revenues, or other
  financial items and any statements regarding
  strategies or plans of management for future
  operations, statements of belief, any statements
  concerning new, planned, or upgraded services or
  technology developments and customer contracts or
  use of our services.
• The risks and uncertainties referred to above
  include - but are not limited to - risks
  associated with the integration of Sendia
  Corporations technology, operations,
  infrastructure and personnel with ours
  unexpected costs or delays incurred in
  integrating Sendia with salesforce.com, which
  could adversely affect our operating results and
  rate of growth any unknown errors or limitations
  in the Sendia technology any third party
  intellectual property claims arising from the
  Sendia technology customer and partner
  acceptance and deployment of the AppExchange and
  AppExchange Mobile platforms interruptions or
  delays in our service or our Web hosting our new
  business model breach of our security measures
  possible fluctuations in our operating results
  and rate of growth 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 CRM service unanticipated changes in our
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  shares outstanding the price of such shares
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  rates.
• Further information on these and other factors
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  included in the reports on Forms 10-K, 10-Q and
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  ended January 31, 2006. These documents are
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• Any unreleased services or features referenced in
  this or other press releases or public statements
  are not currently available and may not be
  delivered on time or at all.  Customers who
  purchase our services should make purchase
  decisions based upon features that are currently
  available.  Salesforce.com, inc. assumes no
  obligation and does not intend to update these
  forward-looking statements, except as required by
  law.

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Ly Townsend
Customer Success Manager
ltownsend_at_salesforce.com
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What is ?

• The AppExchange is a directory of applications
  which allows users a way to browse, test drive,
  share, and install applications developed on
  salesforce.com's AppExchange platform.
• With just a few clicks, these apps can be
  installed into a company's salesforce.com
  environment and begin delivering added
  functionality immediately.

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Why the AppExchange?

• Saves you Time
• Why create something new when you can leverage
  existing functionality?
• Ability to download applications and then
  customize no need to start from scratch!
• Easier to automate complex processes with
  existing solutions.
• Saves you Money
• No need to hire additional resources to develop
  new functionality when you can download it.
• We host it you run it! Dont spend money on
  the additional hardware.

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Getting Started

• Understand what your business needs are first to
  leverage the Appexchange.
• Find the right AppExchange for your organization
• Search for programs on the AppExchange
• Demo the Application
• Download
• Setup Customize
• Rollout to your users
• Drive Adoption with the AppExchange!

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Helpful Hints

• Most applications developed by salesforce.com are
  free!
• Use the Search box to find matching
  functionality
• Leverage Components such as s-controls and
  adoption dashboards to receive quick results.

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Chip Vanek
Director of Corporate and CRM Applications
chip_at_magma-da.com
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Magma Design Automation, Inc.

• The Fastest Growing EDA Company
• Software used to create chips
• Excels with Leading Edge Software
• Customer projects drive the software
• Smaller chips require innovative software tools.
• Distributed RD and Support Teams
• RD centers in India, Netherlands, Texas,
  California
• Support centers near our customers

INDUSTRY Software
EMPLOYEES 680
GEOGRAPHY Santa Clara, CA
USERS 600

• PRODUCT(S) USED
• SFA
• Service Support
• 6 custom applications
• 2 customizations of downloaded AppExchange
  applications

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Key Challenges

• Business Challenge
• Lack of RD coordination
• Unscalable support process
• Product delivery delays
• Increasing complexity
• Technology Challenge
• One view worldwide
• Integration between systems
• Constant process change

• Rising operating costs
• Inefficiency
• Low customer service
• Missed revenue opportunities

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Software Development Process Solution

• Common view of issues changes
• Capture all customer issues assign
• Link to committed changes in software
• Notify users measure for managers
• Integrate with production flows
• ClearCase and Linux command line
• Mirror with AppExchange objects
• Approval of code reviews
• Result is one view of fixes in build
• Optimize time from fix to delivery

DEPLOYMENT DETAILS

• 8 RD Locations
• 70 RD Teams
• 68 Custom Objects
• 272 RD users
• 135 Product components
• linux command prompt

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The Order Management Solution

• Quote form from Opportunity
• Capture pricing product guidelines
• Create proposals notify teams
• Quote process to capture key info
• Signed NDA and Contracts
• License delivery support information
• Automated Order processing
• License key generation and delivery
• Update of Customer into SAP
• Load of Order into SAP Sales contract

DEPLOYMENT DETAILS

• 52 Sales People
• 4,000 product SKUs
• 5 quotes per order
• Tight SAP integration

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Results

• Salesforce has allowed us to stay lean in
  explosive growth
• 200 to 680 employee in 3 years
• Headcount for product development not operations
• One view of customer is optimizing field
  headcount growth
• Consistently collect data for quality management
• AppExchange has allowed us to model the tool to
  our business
• Higher customer satisfaction with customer cases
  and portal
• Marketing leading products that work as one
  coordinated whole

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Software Development Process

• Developers create branches
• Use scripts to link CRs
• Branches have a list of the CRs and fields for
  comments.
• Managers approve branches
• Approvals are linked to branches and enforce
  fields.
• SCM merges branches
• Builds are the result
• CRs fixed in a build
• Customer interested in CR.

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Managing Customer Projects

• High Level View of Projects
• Large customer can have many active Tech
  Campaigns
• Distributed Sales Support teams can see other
  TCs
• Standardized vocabulary
• Tracking of Builds
• Special builds for specific projects on specific
  versions.
• Key element of next projects

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CaseWatcher Notification rules

• We needed a flexible way for users to be notified
  of changes
• Triggered by Cases linked to a Team, Component,
  TC or user
• Watches certain fields and sends email
  immediately or digest

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Maryann Najmola
Database Administrator
maryann.najmola_at_cigna.com
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CIGNA International

• CIGNA International Expatriate Benefits (CIEB)
  is the only company that exclusively focuses on
  employee benefits coverage for U.S. and non-U.S.
  expatriates. All of our services and systems have
  been expressly designed to support international
  companies and their globally mobile employees.
• North American Operations
• 18 sales reps in 13 regional offices including
  Canada
• 33 account managers located in the home office
• European Operations
• 6 European field sales offices located in
  England, Spain, Germany, Benelux, Switzerland and
  the Middle East

INDUSTRY Healthcare Insurance (Expatriate)
EMPLOYEES 360
GEOGRAPHY Delaware (home office)
USERS 190

• PRODUCT(S) USED SFA
• AppExchange
• Vertical Response
• Demand Tools
• Rainmaker
• Mass Contact Address Change

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Key Challenges

• Business Challenge
• Key Stakeholder Sponsorship
• Inconsistent communication process
• Incomplete business representation
• Unreliable data quality
• Technology Challenge
• Integration between systems
• Lack of IT support
• Strict/Lengthy process flow

• High Costs
• Inefficiency Metrics
• Low customer service

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The Solution

• How did we address the challenges?
• Implemented centralized email campaign and
  distribution methods
• Integrated Sales/Account Management compensation
  plan
• Deployed a mobile solution
• Increased customized trainings
• (Design Stage) Automate internal implementation
  process
• (Planning Stage) Additional support for
  administrative team

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Results

• What were the results?
• Measurable Improvements in Sales Projects
• Visibility
• Accuracy
• Higher customer satisfaction
• Reduction in duplication of work
• Clear and consistent implementation process

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Application Demonstration

• Department Sales, Account Management, Client
  Services Operations
• Users 6
• Key Requirements
• Executive visibility
• Consistent company branding model
• Support mobile sales/account management team
• Key Benefits
• Eliminated manual emailing processing
• Increased data quality
• Ability to monitor and track marketing campaigns
• Measurable return on investment

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QUESTION ANSWER SESSION
Chip Vanek
Director of Corporate and CRM Applications
Maryann Najmola
Database Administrator
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