Salesforce for Communications

 Exceeding Customer Expectations

 Andrew Baer  SVP, Salesforce Industries  Communications and Media  abaer@salesforce.com

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

Our Mission: Connect With Your Customers in a Whole New Way

SNA

Terminal

Mainframe LAN / WAN

Client

Server

LAN / WAN

Client

Server

Thousands customer interactions

connected things Billions Trillions

LTE

Mobile

Cloud

Millions

Growth in Communications Driven by Customer Success

The Comms Industry Is Experiencing a Radical Transformation  Rapid disruption, and revenue & margin pressures

 Video Disruption  Connectivity Disruption  Industry Consolidation  Connected Life Services

Know Me Give Me Control Adapt to My Situation

Help Me as a Team

M a k e I t S i m p l e

Pressures Are Accelerating the Pivot to the Customer  Customer Expectations Are Cross Industry

But Communications Companies Are Not Keeping Pace

Service Providers Customers

* Satmetrix Benchmark 2014

Customer Service

14NPS average in telecom

72NPS for new entrants*

Sales & Order Management

Service Providers Must Reimagine Engagement

Become Agile New services, business models to address disruption and changing needs

Regain Customer Trust 1:1, omni-channel, simplified customer journey

Monetize Customer Data Leverage data science to monetize new services, business models

A conversation with Jason Butcher Head of Enterprise Sales Tools & Enablement

Vodafone Puts the Customer at the Center of Everything  Global Operation Strengthened by 1:1 Engagement

•  438 million mobile customers •  93,000 employees •  Mobile operations in 26 countries and network partners in 50+ more

COMPANY SNAPSHOT

WHAT VODAFONE WANTS TO ACHIEVE FOR CUSTOMERS •  Always best connected •  Unmatched customer experience in store, online, & on the phone •  Integrated, worry-free solutions

To b

e on

the

scre

en d

urin

g th

e in

terv

iew

Systems of Record

Not Customer-centric Siloed touch points with limited/no mobile or social deliver inconsistent, impersonal journeys

Not Agile Complex integration & customization prevents launching new services & business models fast

Not Data-driven Data silos prevents 3600 view of customer needed to monetize customer data

Reliance on Systems of Record Prevents Customer Focus  Optimized for Transaction Processing, Not Engagement

Billing Order Management

Provisioning Service Assurance

Product Master

WFM TN Mgt Serviceability

Systems of Record

Service Providers Need a Single System of Engagement

Billing Order Management

Provisioning Service Assurance

Product Master

WFM TN Mgt Serviceability

System of Engagement

Mobile Cloud Social

Data

Science

Customer-centric Omni-channel, mobile & social for consistent, simple, 1:1 customer journey to build trust

Agile Cloud-based open system with easy integration, configuration & extension for business agility

Powered by Data Science Customer intelligence around profile, usage and behavior accelerates monetization

MDU Self Service

.COM Social Care

Field Techs

Direct Sales

Indirect Channel Retail

Call Centers

eCare Apps Comm- unities

Salesforce Works with Your BSS/OSS Environment

Product Catalog Marketing Sales Customer

Management Order Capture Trouble & Case Management

Billing Inquiry & Resolution

Network

Rating & Billing

Service Assurance

Problem Management Diagnostics

Billing

Order Management

Product Master

Order Orchestration Supply Chain Workforce

Management

Order Management

Provisioning Activation

Service & Resource Inventory

Billing

Rating & Billing

Policy & Real-time Charging Mediation

Orders Trouble Tickets Billing Product

s Inventory Scheduling

Common Objects

Channels Retail Indirect Channel

Direct Sales MDU Call

Centers Field Techs

Self Service.com

eCare & Social Care

Commu-nities Apps

BSS

OSS

Network

Telephony

Customer Success Platform for Communications  Powerful Communications Solutions for Both B2B and B2C

Connected Customer: Create 1:1 Journeys Design the journey Personalize content Generate demand

Subscriber Ordering: 1:1 Omni-channel Journey

Find & learn Configure & collaborate

Capture & validate

Subscriber Service: 1:1 Omni-channel Service

Understand context Diagnose problems Resolve the issues

Lead-to-Order: Increase Revenue in B2B Sales

Improve customer interaction Configure-Price-Quote

Order management

Customer Success Platform for Communications Cloud Mobile Social Data Science

The Only Agile Omni-channel Platform for Engagement  Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer

Enterprise Multi-Tenant Cloud for business and IT agility

A Single Omni-channel Platform for effortless journeys everywhere

Cloud Collaboration to harness crowd sourcing and social interactions of employees, customers, partners, and networks

Proven Technology Sales, Service, Marketing, Communities, Analytics, Apps

Complete CRM

Analytics Community Marketing Service Sales Apps

Trusted Multitenant Cloud

Scalable Metadata Platform

Customers Sales Reps Call Center Reps

Field Service

Order Operations Partners

Subscriber Service

Business Customer Lead to Order

Connected Customer

Subscriber Ordering

Industry Solutions

Open Ecosystem Orders Services Network Devices Billing

Accounts Assigned Products

Proven Customer Success

Used by more than 20,000 B2C call-center agents

Launched project in a fraction of

anticipated time

Full Siebel replacement

Full Omni-channel transformation

integrated with 40 back end systems

Scalability Agility Trust Openness

Demonstration Retail Experience Mark Woodward, Salesforce Master Solution Engineer

Thank you, London!

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