Dreamforce ‘15 Presentation: Connected Partners in Salesforce

Walt Sepaniac Principal Solution Engineer, Salesforce wsepaniac@salesforce.com @2_wire

Connect with your customers, partners, suppliers and employees in a whole new way.

Safe harbor 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.

Safe Harbor

Inadequate Support to PartnersPartners lack technical and business resources to pursue opportunities. Calls and emails for help go unanswered.Lead Passing is BrokenLeads get dropped or sent to the wrong distributor. Inadequate follow-through on sales.

Lack of Channel VisibilityCannot see key trends in distributor sales and product demand.

Lack of Proper Support to Distributors Causes Lost Revenue Lead Passing and Support Processes are Broken

It’s like running a maze with dead-ends

Systems of Record

Systems of Engagement MobileCloud Communit

y

Drive Distributor Business with Sales Cloud and Communities

Order Placement

Product Delivery InvoicingInventory

Management

Standard work processes to navigate the maze:

• Partner Support Requests• Lead Assignment• Collaboration• Channel Visibility

Partner Relationship Management

The Connected Distributor

OPP

ACCOUNT

Sales Cloud

Communities

ServiceCloud

Customer

Partner/Distributor

Lead from Customer

Qualified LeadAuto-Assigned

Follow-up

Create Account

ProductTimingValue

And Opportunity

Sales Cycle

Need Assist

Assist CaseAuto-Route

OpportunityProductTiming

Assist Case

Sample Request via Chatter

Request

Sample RequestAction Assigned

Collaboration via Chatter

Discount CaseAuto-Route

Discount CaseSpecial Pricing Authorization

Price Problem

Sales

Collaborate

SPA

SPA

Customer Lead Comes InQualified Lead Routed

To Partner/Distributor

Partner Follows-up

With Customer

Partner Creates Account

And Opportunity

Partner Initiates

Sales Cycle with Customer

Partner Needs Assistance

From Major

Assist Case Created and

Auto - Routed

Major sees Subset of

Assist Case Data

Partner Sales sees

Enter Case Data

Major requests Sample

Via Chatter

Sample request creates

Action on Case

Major and Partner

Collaborate via Chatter

Price Problem .. Discount

Case Created and Routed

Major creates Special

Pricing Authorization

Partner Communities is

Hub for all Distributors

Partner

Operator

Monitors and Manages

The Business

Major Monitors and

Manages the Business

Manufacturer

Customers Partners DistributorsSuppliers Employees Products

CloudMobileSocialData

Science

MES

ERP

EDW

Machines

Demand Planning

Logistics

Connected IT SystemsUnlock ERP Connected

ProductsInquire-to-

OrderService

ExcellenceIndustry Solutions

Trusted Multitenant Cloud

Complete CRM

Scalable Metadata Platform

Open Ecosystem

Pricing/Quoting

Field Service

Warranty Managemen

tDevice

IntegrationForecasting Configuration

The Customer Success Platform

AnalyticsCommunityMarketingServiceSales Apps

Key people in the demo…

John Major Cirrus Manuf.

Fields incoming lead

Rosa AbeltoAble Construction

LeadNeeds lubricants for her equipment

Dan Distributor PetroTech

Distributor reselling Cirrus products to Able Construction

Chris ChemistCirrus Manuf.

Chemist

Elliot Executive Cirrus Manuf.

Channel Sales Price approval

Serve Everyone in the ChannelDistributor

Pricing ApprovalLead Management

Fast & Efficient

Supported & Successful

End Customer

Satisfy Needs & Build Brand Preference

Product Expert

Supports Partner and Drives Revenue

Improve Sales by Better Supporting Distributors

Fix

Supports Deal and Drives Revenue

Types of Service Cases Sample Case Types in Salesforce Service Cloud, completely configurable

• Chemical Analysis

• Product Study

• Compliance Issue

• Delivery Issue

• Invoicing Issue

• Rebate Problem/Question

• Special Price Request

• Product Issue

• Technical Application Issue

• Product Suggestion

• Market Development Funds

Request

• Special Request

• General Question

• Value Selling Assistance

Channel Visibility See the sales and volume trends in the distributor channel. Restrict visibility to pricing.

Where to Go Next

• Market Development Funds

• Channel Plans

• Partner Registration and Onboarding

• Partner Training & Certification

• Brand Compliance Surveys

• Audits

• End-customer surveys

Thank you