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- 1. Competitive Advantage in High-Tech Manufacturing Through Flexibility & Visibility Track: High-Tech Mark Silber, IT System Architect, Qualcomm Evan Randall, Manager, Strategic Sales Program, Spansion EJ Tavella, VP Solutions, Steelwedge Mandar Parikh, Sr. Manager, Product Strategy, 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. High Tech Firms Have Standardized on Salesforce ~500 Subscribers ~1,000 Subscribers ~70 Subscribers ~100 Subscribers ~800 Subscribers ~275 Subscribers ~45 Subscribers ~1500 Subscribers ~80 Subscribers ~150 Subscribers ~450 Subscribers ~125 Subscribers ~350 Subscribers ~230 Subscribers ~400 Subscribers ~890 Subscribers ~40,000 Subscribers ~14,000 Subscribers ~7,600 Subscribers ~1,600 Subscribers
- 4. Why are High Tech companies coming to Salesforce? Flexibility to support rapidly changing strategies Support new business models and operations Rapid reconfiguration and deployment Loved by the sales team Easy to use, any time, any where access High quality service with processes that meet company needs Leveraging visibility into customer demand True field sales and pipeline visibility Drive innovation and resource allocation to shifting needs
- 5. Mark Silber IT Systems Architect [email_address]
- 6. Background Qualcomm Incorporated is a leader in developing and delivering innovative digital wireless communications products and services based on CDMA and other advanced technologies. Headquartered in San Diego, California, Qualcomm is included in the S&P 500 Index and is a 2007 FORTUNE 500® company. INDUSTRY : High Tech EMPLOYEES : 11,000+ GEOGRAPHY : Global # USERS : 890 PRODUCT(S) USED : SFA, Service & Support, Customer Portal, Custom Applications, AppExchange Applications
- 7. Numerous divisions – QUALCOMM Internet Services (QIS), QUALCOMM Enterprise Services (QES), MediaFLO, QUALCOMM CDMA Technologies (QCT), nPhase, QUALCOMM Government Technologies (QGOV) Unique business and CRM requirements across divisions and departments Three instances of large on-premise CRM applications and three instances of Clarify Background
- 8. Not able to respond quickly to business changes with existing on-premise solution and externally facing support portal: 8-12 week release cycle Wanted a faster, lighter CRM solution with more flexibility to automate time-intensive manual processes Provide better self-service capability to our customers High total cost of ownership for ongoing sustainment and low return on investment Divisions used CRM because they “had to” not because they “wanted to” Business Challenges
- 9. Reduce required CRM support infrastructure needed to support numerous on-premise CRM systems (40+ servers, 17 Virtual Servers, 11 databases) Avoid monthly downtime for mandatory server patches Costly replacement of unsupported hardware Difficult and expensive to upgrade to current versions of on-premise CRM system Performance challenges with remote access and global locations Too many systems Technology Challenges
- 10. The Solution – Flexibility Incrementally deployed Salesforce across business units while proving viability and value Implemented for new “start-up” division to automate service & support (MediaFLO – 2005) Deployed Salesforce in 23 days (55 users) for first SFA and marketing group in QES Construction Equipment Extremely successful track record and ease of use drives adoption and desire to leverage Salesforce for other business process automation Lightweight & Customizable Quickly react to changing business requirements Eliminated performance and stability issues with existing on-premise CRM systems Products implemented : SFA, SSS, Customer Portal, Call Center Edition # Users : 890 Training : Developed in house Business Units : MediaFLO, QFT, QES, QIS QChat, QIS BREW DEPLOYMENT DETAILS
- 11. The Solution – Consolidation & Enforcement Before Too many systems, manual processes, scattered information, “dirty” and inconsistent data After Consolidated data-gathering and reporting across customers Extensive validation rules and tailored screens drive “clean” data On-screen data quality indicators and data quality dashboards Single system to view and maintain key customer information leveraging TIBCO integration to other business systems
- 12. The Solution – 360 Degree Customer View Numerous Account related custom objects to track key customer information Call Reports, Strategic Account Profiles, Competitive Threats, Messaging Invoices, Shipments, Contracted Products & Services, 3 rd Party Contracted Products & Services, NMC Accounts & Support Alerts More planned! Some custom objects have additional custom objects to capture even more detail (i.e., Strategic Account Profiles, Call Reports) Unique screens by Account type – T&L Strategic versus T&L District versus Construction Equipment
- 13. Strategic Account Profile Completed yearly – previous CRM solution only had capability to capture one profile – not as detailed and no way to review previous years Additional custom objects capture key details Available “real-time” Cognos report produces specific format with 7+ pages of detail
- 14. The Solution – Sales Visibility How is Salesforce used? Opportunity and pipeline management across product lines Comprehensive and targeted campaigns Single system to review key customer information Mobile device access and Outlook integration for Account Managers and Customer Service Reps Call Reports and Strategic Account Profiles Strategic Account Profile by year Call Reports capture detailed site visits Executive and Region Dashboards Established easy-to-use metrics, including “at-a-glance” usage and adoption dashboards System Integration Messaging Invoices Shipments Additional Oracle ERP integrations
- 15. Solution Summary Service and Support & Customer Portal in QIS for QChat and BREW Service and support, sales force automation, marketing, custom applications for QES Integration with internal business systems, Cognos and planned integration with Oracle ERP Migrated 130,000+ cases, and 100,000+ misc. records including activities and attachments Recent Deployment History 23 days for QES CE, 55 users (1 analyst) 2 weeks for QChat Service and Support with TIBCO integration (70 users) 1 week for QChat Customer Portal (1 analyst) 4 months for remaining QES - SFA, SSS, Custom Apps, TIBCO integration (200+ users) 2 months for QIS BREW - SSS (200 users) & Customer Portal (1,500+ users)
- 16. High user and customer satisfaction and adoption Replaced 2 of the 3 large on-premise CRM systems Aligned with strategic objectives Each division has their own instance of Salesforce Desire by the businesses to leverage additional features and take advantage of the flexibility and speed to implement to deploy additional functionality Changed the perception of CRM from “have to use” to “want to use” Results
- 17. Management buy-in – before AND after deployment Ability to respond quickly to changing business requirements Customization and configuration capabilities enable rapid deployment Ease of use drives high adoption rate Doing it right the first time drives credibility Take advantage of new features and functionality introduced by Salesforce to improve and enhance existing new and implementations Key Success Factors
- 18. Evan Randall Manager, Strategic Sales Program [email_address] EJ Tavella VP Solutions [email_address]
- 19. Spansion Background Background $3 billion High-Tech Semiconductor Manufacturer Largest Manufacturer Dedicated to NOR Flash Memory Worldwide Customer segments: Automotive, Consumer Electronics, Wireless Direct sales and distribution channels ~8,900+ Employees Worldwide 1000’s of Distributors and Customers Worldwide 10,000+ Part Numbers 2 Semiconductor Fab Locations & 4 Final Assembly Facilities
- 20. S&OP and Sales Forecasting Issues… “ Real-time” customer information not available Missing salesforce.com design-win opportunities Missing SAP Revenue, backlog, history Data analysis and modeling Current system lacks flexibility & scalability Manual entry and reconciliation Internally developed – hard coded “ Web intended vs. Web enabled” Data integrity & latency concerns Lack of timely data drives inaccurate plans and assumptions Multiple touch points: Customer, Rep Firms, Sales, BUs, Ops, Finance Static pricing information
- 21. The Solution – Design Win Opportunities How is Salesforce used? Streamlined opportunity, pipeline management for all design opportunities across product lines Single system to coordinate sales team activity logs Call Reports and Weekly Review Calls Call Reports capture detailed site visits Review dashboards real-time with mgmt on weekly calls Executive and Region Dashboards Established easy-to-use metrics, including “at-a-glance” usage and adoption dashboards
- 22. Steelwedge: Systematically manage sales forecast and marketing plan Capturing assumptions, events and exceptions. Performance reporting integrated out of the box Benefits: Simple “no training” tool for sales Increase forecast accuracy & ASP Visibility Visibility to exceptions The Solution – Sales Forecasting
- 23. Spansion Solution SFDC Contributing Elements Opportunities Pipeline Tracking Design Win Commission Tracking Spansion Sales Pipeline Sales Process Dashboards SAP Contributing Elements Actuals BBB Data Historical Data Inventory SW Contributing Elements Sales Pipeline Bridge Links sales opportunities from AppExchange to drive operations plan Enterprise-Enabled Excel Simple online & off-line sales input and collaborative planning tool Multi Level Planning Tops down, Bottoms Up, Middle out, across units, revenue & margin Performance Mgmt Dashboards comparing actuals versus plan, using plan of record Integrated Planning Platform for integrated Sales & Operations Planning (S&OP) Email-enabled Workflow Scheduled and exception based emails to engage distributed users
- 24. Cycle time down from 10 weeks to 3 weeks Real Time Data vs. Manual Data Bottoms Up Account Planning Tops Down Market Planning Performance Analytics
- 25. How Does Steelwedge Work? Executive Performance Review Sales Planning Process Record Plan of Record Open up planning template Review, Edit & Approve Plans Submit New Plan: Record reasons; Trigger action/process Update Plan or Scenario Executive Management Product Management/ Marketing Finance Operations Sales
- 26. Opportunity Pipeline Single Item Forecast Update Template Drill Down links to Opportunity Details
- 27. Benefits 70% reduction of forecast process support time Elimination of spreadsheet maintenance & manual data entry Creation of a single forecast data repository Improvement to Sales productivity Reduced time spent by Sales entering forecast data Less time spent gathering supporting data & reports Optimize revenue and reduce cost Improved margin and ASP analysis capabilities Reduce excess & obsolete inventory with better detailed mix Scalable tool that can meet global requirements Alignment with operations requirements
- 28. Mark Silber IT System Architect QUESTION & ANSWER SESSION Evan Randall Manager, Strategic Sales EJ Tavella VP Solutions
- 29. Don’t miss these Activities: Visit our High Tech Expo 16 Partner Solutions Software and High Tech Demos Meet 2000 High Tech Attendees Enjoy a Latte and Network in our Industries Lounge
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