Dreamforce'12 - Automate Business Processes with Force.com
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The document discusses VMware's strategies for automating business processes using Salesforce's Force.com, focusing on partner management and productivity enhancements. It outlines key takeaways, company background, case studies, and the challenges VMware faced, including the complexity of managing partner relationships and the need for real-time access to content. Additionally, it covers successful solutions and best practices related to partner central automation and effort tracking within their customer service organization.
Dreamforce'12 - Automate Business Processes with Force.com
- 1. Automate Business Processes with force.com Enhance Partner Management and Support Productivity Mudit Agarwal (@2mudit) SFDC Solutions Architect, VMware Sri Vellimedu Senior Manager, Business Solutions, VMware
- 2. Mudit Agarwal Salesforce Solutions Architect VMware @2mudit
- 3. Sri Vellimedu Sr. Manager, Business Solutions, VMware
- 4. Key Takeaways 1. Highlight SalesForce Partner Content Management complexity at VMware 2. Learn how VMware has built innovative and scalable solutions within the governor limits 3. Gain Insight into building solutions which goes across platform/ technologies 4
- 5. Agenda About VMware Company Background Salesforce Journey Case Study -1 (Public group Automation) Case Study -2 (Effort Tracking) Closing 5
- 6. VMware is the Customer Proven Market Leader Company Overview $3.77 billion in 2011 revenues >$4.5 billion in cash and equivalents 30%+ operating margins As of mid-2011, ~11,000 employees worldwide 5th largest infrastructure software about 81% company in the world of installed VMs are Proven in the Trenches 300,000+ VMware customers VMware-based 100% of Fortune 100 100% of Fortune Global 100 Gartner, June 2011 99% of Fortune 1000 97% of Fortune Global 500
- 7. Single ORG VMware Salesforce Journey • Internal users: 8K • Partners & Users: 58K / 366K • Customers: 348K Phase 3 – Phase 1 Sales PRM Cloud Roadmap (2009) (2010) Releases Phase 2 – Phase 4 – Lead Mgmt Service (2009) Cloud (2011) 7
- 8. Case Study 1: Dynamic Group Assignment Problem Statement / Drivers Solution Approach Results: Benefits & Metrics Demo Best Practices 8
- 9. Problem Statement/Business Drivers Increasing Complexity of VMware’s Partner Central implementation – Personalization and Content Rapid growth of Partners and Partner Users Real time access to the content
- 10. Partner Central – Increasing Complexity A consolidated portal on Salesforce to effectively manage a large-scale, complex channel-driven operations and drive revenue through collaboration and enablement of go to market strategies 10
- 11. Partner Central - Growth 1400 10000 9000 1200 8000 1000 7000 800 6000 5000 600 4000 400 3000 ~1000 New Partners / Month 2000 Over 7500 New Users / Month 200 1000 0 0
- 12. Partner Central – Real time Updates Volume & Scalability Self-Service Changes • New partners & users - immediate • Automated Profile Adjustment access • Enrollment, Registration & • Changes to partners, program Progression memberships, user profiles, certifications Personalized Content • Programs, Levels & Certification • Geography • Partner User Attributes 12
- 13. All about Solution Group Setup / Evaluations Criterion Solution Approach Batch Chaining Salient Features Design Considerations
- 14. Group Setup Standard objects - Account, Contact & Public Group Profile Rules Custom objects - Program details, competency, certification, Subscription Rule-based Group Membership based on: • Account Attributes e.g. Name, Country, Geo Dynamic Group Assignment • Program Attributes e.g. Level, Type, Status • Competency Attributes e.g. Name, Status • Contact Attributes e.g. Profile, Type • Subscription Attributes e.g. Name, Status 14
- 15. Evaluation Criterion Account, Program detail, competency, certification, Subscription Profile & Partner User Rules Changes
- 16. Solution Approach Apex Triggers Rules User Apex Triggers Apex Triggers Account Contact Subscription Changes Creation Program Competency Certification Membership Apex Triggers Assignment Engine Group Admin Queue 16
- 17. Assignment Batch Chaining Engine Batch-1 Batch-2 Batch-3 Batch-4 • Assign Job ID • Pick ‘Insert’ and • Pick ‘Delete’ and • ‘Delete’ from • Assign action & given Job ID given Job ID Custom Obj. Status • Insert into Group • Delete from • Mark status as Member Group Member ‘Complete’
- 18. Design Salient Features Duplicate Batch Chaining record filtering Reduce transactions on setup object
- 19. Design Considerations – Governor Limits Can’t do CRUD operations on custom and standard objects in one context Expedite processing by Insert first before Delete Minimize Setup Object Locking Data Volume – 60k+ Partners, 360k+ Partners Users, 300+ Groups, 1500+ Rules – Heap Size (Apex batch) – Select (collection) – CRUD (Batch Apex chaining)
- 20. Results Reduce Locking Partner Personalization Partner Satisfaction High Volume Events, Processed near real time Group Assignment by Event Before After New partner user registration Hours/Days Minutes Digital River payment / SET Hours Minutes Account Attribute changes Days Hours
- 22. Best Practices Extensive Listen to Governor Design your users Limits reviews Data- Test, Test migration and Test 22
- 23. Case Study-2 (Effort Tracking) Problem Statement/ Drivers Approach Results: Benefits & Metrics Demo Best Practices 23
- 24. Business Drivers VMware's Customer Service organization needed the ability to Automated Standard track effort spent Solution Interface by all parties working on Customer Cases in Salesforce.com Management Reporting
- 25. Business Benefits Visibility into effort spent on Customer Cases Visibility on effort spent on supporting products Ability to put actual cost towards customer- Business reported issues Benefits Ability to track actual cost through the support life cycle Validate staffing model assumptions based on effort Ability to more accurately distribute resources globally
- 26. Time Tracking Categories Time is tracked for the following activities in a case Viewing a Case Editing a Case Sending Emails from within the Case Performing troubleshooting activities – WebEx sessions etc Browsing knowledge base And several other activities related to the Case
- 27. Example Use Case
- 28. Time Accrual View This view provides an ability for users to see the cases that have accrued time in that 24 hour period (to be reset every day)
- 29. All about Solution Logical View Transaction Flow Solution Highlights Design Considerations
- 30. Solution Approach – Logical View SFDC Call to Controller Record time Calculate on Case Time/ Event
- 31. Solution Approach – Transaction Flow Browser Events Browser Events Browser Events On Before On Load Has Focus unload Browser Events Time Recording Time Track Controller
- 32. Solution Highlights Tracking at Multi Tab Browser User level Support Close Event Manual time CTI pop ups entry
- 33. Track Total Time
- 34. Timer & time tracking per user
- 35. All time track Records
- 36. Design Considerations Browser User Impact Events Reduce calls to Salesforce
- 37. Results Visibility into effort spent on Customer Cases Ability to track actual cost through the support life cycle Identify issues/support cost per product Help in planning / Scheduling
- 39. Best Practices Thoroughly test compatibility across web browsers Positioning is key – customer support reps should not feel that big brother is watching Have a clear analytics plan to segment large amounts data generated from effort tracking Test, Test and Test 39
- 40. Closing Need for Getting most out Automating high of Salesforce impact business platform processes Operational Excellence
- 41. Mudit Agarwal Sri Vellimedu Salesforce Solutions Sr. Manager, Business Architect, VMware Solutions @2mudit