Salesforce Essentials Helsinki 10.5.2017 ExtendCRM Track2
1 like405 views
This document discusses extending CRM capabilities through the Salesforce platform. It begins with forward-looking statements and risks, then discusses how successful companies build experiences around customer needs. The rest of the document discusses how the Salesforce platform can be used to power sales, service, marketing, communities, and analytics capabilities to provide a 360-degree view of customers. It also provides examples of companies using the platform for applications like a warehouse management tool.
Salesforce Essentials Helsinki 10.5.2017 ExtendCRM Track2
- 1. Extending CRM Build Smart Experiences People Love Patrik Ros Platform Sales, Finland
- 2. Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. 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 product or service availability, 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 developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, 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 the 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.
- 3. Successful Companies Build Around Their Customers Sales Service Marketing Product HR Ops Finance ITR&D
- 4. Successful Companies Build Around Their Customers Sales Service Marketing Product HR Ops Finance ITR&D
- 5. Paavo Kotinurmi Manager, Customer Operation Services Wärtsilä
- 6. © Wärtsilä INTERNAL Going beyond CRM at Wärtsilä Case Marine Warehouse app Paavo Kotinurmi Manager, Customer Operation Services, Wärtsilä IM 10.5.2017 Salesforce essentials6
- 7. © Wärtsilä INTERNAL7 Our business areas THIS IS WÄRTSILÄ ENERGY SOLUTIONS MARINE SOLUTIONS SERVICES
- 8. © Wärtsilä INTERNAL8 A Comprehensive product portfolio THIS IS WÄRTSILÄ BALLAST WATER MANAGEMENT INERT GAS SYSTEMS OIL SEPARATION PUMPS & VALVES WASTE, OIL & FRESH WATER MANAGEMENT SHIP DESIGN NAVIGATION THRUSTERSSEALS, BEARINGS & STERN TUBES ENGINES & GENERATING SETS GAS SYSTEMS PROPULSORS & GEARS EXHAUST GAS CLEANINGAUTOMATION POWER ELECTRIC SYSTEMS
- 9. © Wärtsilä 10.5.2017 [Salesforce essentials9 Sales Service Marketing Community Apps Analytics • Custom solutions for various business processes • Advanced reporting for Sales management • Sales funnel management • Account management • Quotation management • Campaign management • Lead management • Customer portal • Supplier portal • Quantiparts portal • Customer case management • Customer support center • Technical Knowledge base • Field Service resource planning and work reporting Platform development driven by IM in collaboration with Salesforce certified partners and IDCI Provides 360° customer view Enables core sales and customer services processes Agile, flexible and easy to develop platform No major upgrade projects required Salesforce @ Wärtsilä
- 10. © Wärtsilä WAREHOUSE TOOL - BACKGROUND 10.5.2017 Salesforce essentials10 •2008 Finance crisis cancelled many sales projects •Marine Solutions needed to be able to track products in intermediate warehouses and change original destinations •We had recently globally rollout out CRM and had force.com licenses.. •Solution on top of platform •Centralized database •Security model (warehouses can see only their own inventory and internal users can see complete inventory) •Remote login •Reporting •Original implementation was done in 5 man days of external work! •Tool is later on enhanced with integrations
- 11. © Wärtsilä SOLUTION LANDSCAPE Warehouse Tool App 3rd party intermediate warehouses 10+ Internal users Partners Project Site (Customer) Suppliers Wärtsilä Delivery Centers Logistics Information
- 12. © Wärtsilä
- 13. © Wärtsilä TAKING USE OF VARIOUS DEVICES •WoW with Barcode reading • Tablet PC with Barcode and RFID reader • Barcode on shelves (Placed On) •Barcodes on Handling Units (Status update)
- 14. © Wärtsilä HACKATHON CASE •Marine warehouse tool was extended in Wärtsilä Salesforce hackathon April 2016 •Within the 48 hours Wärtsilä team extended the solution with possibility to charge inventory carrying costs in case of delays •Possibility to control costs of intermediate warehousing and turn those cost to additional income 21.3.2016 Customer Operations team14
- 15. © Wärtsilä WHY FORCE.COM? •Quick development - clicks-not-code •If you make a simple app on Force.com you also get: •Collaboration •Integrations •Reports and dashboards •Email integration •Mobility •Possibility for external access •Scalability •Evergreen solution
- 16. Jan Bol Communities Sales, North Europe
- 17. Extend Salesforce to Your Entire Ecosystem Accelerate Channel Sales Measure Partner Performance Integrate eCommerce Deliver Online Self-Service Boost Employee Productivity Drive Brand Engagement
- 18. Leading Brands Are Building Engaging Online Experiences B2B E-commerce Portal Employee Community Channel Sales Portal Customer Account Portal Trip Planning Portal +45% Increase in CSAT +43% Increase in Channel Sales Customer Service Community
- 19. Customer Community Online Self-Service Account Management Social eCommerce Ratings & Feedback Partner Community Indirect Sales Franchise Management B2B eCommerce Agents and Brokers Employee Community Social Intranet HR Helpdesk Sales Enablement IT Support Connecting Customers, Partners and Employees Increase in CSAT +45% Increase in Channel Sales +43% Employee Engagement +48%
- 20. Partners Don’t Have What They Need to Sell Effectively Partners need the same resources as internal teams Business Opportunities Sales Tools & Product Expertise Strategic Alliance Regional PartnershipValue Added Reseller
- 21. Today’s Partner Solutions Impair Performance Reliance on multiple outdated systems makes selling difficult Widely Dispersed Information Archaic Systems No Mobile Access
- 22. How can you enable partners to sell more, faster?
- 23. Sell Faster Power partners with a mobile responsive home to quickly identify opportunities, track progress and close deals faster Sell Smarter Deliver the BI and automation partners need to sell the right products, at the right time Sell Together Collaborate with partners and connect them to the experts, content, and support they need to drive revenue Accelerate Partner Sales from Lead to Close Lightning Partner Community
- 24. Turbocharge Partner Sales with the Spring 17’ Release! Salesforce CPQ Salesforce Wave Analytics Audience Targeting Quickly deliver accurate quotes and proposals to accelerate partner sales from lead to cash Power partners with a data to identify the opportunities and eliminate friction in channel sales Intelligently recommend content tailored for each region to personalize the partner experience
- 25. Salesforce is the Gorilla in the PRM Market Today ...with more customers and ecosystem partners and global support resources than other PRM vendors by an order of magnitude. Salesforce’s PRM solution, an extension of its Community Cloud offering, is strongest in some of the foundational elements of PRM. The Forrester Wave: PRM Platforms 2016
- 26. Lightning Partner Community Drives Success Average Percentage Improvements Reported by Salesforce Customers + 46% Increase in Partner Engagement + 33% Deal Registration + 35% Partner Collaboration Increase in Partner Sales + 43%
- 27. Build Fast With Salesforce Lightning Bolt All You Need In One Package Bolt Solutions contain Lightning components, CRM data, business logic and custom design. Infused With Proven Best Practices 20 Bolt Solutions created with the expertise of leading Salesforce partners. Tailored To Your Business Needs Bolt Solutions for multiple industries available on the AppExchange.