HelloBoosting your Business with Salesforce.com7th November 2013

agenda

Introduction

Key Note

Sales Cloud

Service Cloud

Engaging a Salesforce Partner

DEVELOPERCERTIFIED

SALES CLOUDCERTIFIED194 SALESFORCE

CERTIFICATIONS

at a glanceTquila by the numbers

14NATIVELANGUAGES

2729 SERVICE CLOUDCERTIFIED 82

+311%REVENUE GROWTH2011/2012

167EMPLOYEESGLOBALLY

4KEY GEOGRAPHIES: UK,GERMANY, INDIA & JAPAN

©Tquila | Client Name | Date

©Tquila | Client Name | Date

why we’re different

OUR COMPANY

15%OF ALL UK CERTIFICATIONSARE IN TQUILA

1 of 3MVPs IN THE UK

2 of 8CERTIFIED TAs IN EMEA

230+MAN-YEARS OF SALESFORCE EXPERIENCE

ONLY SALESFORCE PRODUCT DEVELOPMENT PARTNER IN EMEA

TQUILA LABSWE’VE DEVELOPED LOW-RISK, LOW-COST ACCELERATORS

UXONLY PURE-PLAY SALESFORCE COMPANY WITH A DEDICATED USER EXPERIENCE TEAM

TECHNICAL LEADERSHIP

SALESFORCE PLATINUM PARTNER SINCE THE PROGRAMME LAUNCHED

HEROKU PLATINUM PARTNER

10%SALESFORCE OWNED

Many customers fail to drive all the

value available from Salesforce

how we helpCompanies leverage value Integration with complex back-end systems

Help create better insight

Help you make better decisions

Challenge your processes

Rapid delivery decreases time to value

Design experiences that users love

©Tquila | Client Name | Date

Connect with your customers in a whole new Way

Become a Customer Become a Customer CompanyCompany

Safe HarborSafe 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 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, 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, risks associated with 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 quarter. This document and others 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 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.

Small businesses are driving the economy

13+Million People in the UK

69%of customers have taken their business elsewhere over the past year due to a poor customer experience

Source: Accenture, “Defining Customer Experiences that Enable High Performance”

And delivering great experiences is paramount

But small businesses already have their hands full

Drivinggrowth

Managing Scale

Keeping Up Daily Operations

How can small businesses deliver engaging customer experiences AND grow your business?

Become a Customer Company: Connect with Customers and Grow Your Business With Salesforce

ConnectedProductsConnectedProducts

ConnectedCustomersConnectedCustomers

ConnectedPartners

ConnectedPartners

Connected

Employees

Connected

Employees

Mobile

SocialCommunity

Cloud

Our Mission:Cloud Computing Driver, Catalyst and Evangelist

Mainframe Enterprise Cloud ComputingClient/Server

Today1960s 1980s

Our Cloud Technology Is Unlocking Amazing Value

No HardwareNo

Software

EasyFastAuto

UpgradesScalable

OpenAny

DeviceData Portability

FlexibleApp

MarketplaceExtensible

TrustedTransparency

Real-time Status

#1 in Cloud Computing and Customer Relationship Management

#2 Highest Performing

#1 Sales, Service,

Marketing Product

#1 Cloud Computing

Market Share

#1 Innovation

2011, 2012

#1 Innovation

#1 World’s #1

CRM System

Expanding Our Presence in Europe

Salesforce European Data CentreSigned Agreement with NTT

Support for Our Fastest Growing Region

Opening in early 2014

Located in United Kingdom

ADD INNOVATIO

N CHALLENGE

!

5M€ Challenge for European Start-ups

www.salesforce.com/uk/Challenge

Mainframe

Computing

MiniComputi

ng

A Technology Revolution

Client Server

Computing

CloudComputing

SocialNetworking

Mobile Computing

1960s 1970s 1980s 1990s 2000s 2010s

Social Mobile Community

Apps Cloud Trust

Customer RevolutionCustomer Revolution

Reach customers and connect employees anywhere

Listen & respond to every conversation on any network

4.5 Billion Aggregate Social Users

1.7 Billion Touch Devices Shipped in 2012

Social & Mobile Revolution

Empower customers, employees, partners

Empower users to take action on their own

terms

Build Customer Loyalty

Create public and private experiences

Apps & Community Revolution

Salesforce.com: #1 Enterprise Cloud Vendor

$111 Billion Industry in 2012

Trusted by businesses of all sizes

Earn the TRUST of customers, employees and partners

Cloud & Trust Revolution

Customer Companies deliver real results

Just ask our some of our customers

Connect Your Sales Team with the World’s #1 Sales Application

Sell as a Team with the Sales Cloud

Missed TargetMissed Target

Hard to Sell as a Team if Sales Process is Broken

LimitedInsights

No lead routing

Poor data quality

No social insights

No mobile access

Hard to find information & experts

Time wasted on emails & approvals

Inconsistent selling process

Limited coaching and feedback

Limited automation

Lack of reporting flexibility

No real-time visibility

Too many spreadsheets

Not Enough Pipeline

Not Enough Time Selling

Underperforming Reps

World’s #1 Sales Application

Close more deals to grow your business

Grow Your Revenue in the Sales Cloud

+28%Sales

+28%Sales

Cloud . Mobile . Social

CompleteInsight

+45%Improved forecast

accuracy

Increase Sales Productivity

+36%Higher

productivity

Grow Pipeline

+38%Improved lead

conversion

Improve Rep Performance

+26%Higher win rate

Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected.  Response sizes per question vary.

Grow Pipeline

Find and Connect to New Customers Faster

Get more and better leads directly inside Salesforce

Accounts and contacts in one click

Leading business data

Cross-sell and up-sell

+26%Increase in sales

opportunities

Increase Sales Productivity

Sell Anywhere on Any Device with Salesforce Chatter Mobile

Stay productive on the go

+34%Improved sales productivity

with mobile

Connect and collaborate with your team from anywhere

Access CRM data and analytics

Take custom actions specific to your business needs

Improve Rep Performance

Automate Sales Processes

Business process design with drag & drop simplicity

Real-time approvals from Chatter feeds

Automate price approvals, expenses and more

Help your reps take the right actions at the right time

1,800+ cloud & mobile apps

Solutions for every business requirement

Fast and simple access

Extend the Sales Cloud with the AppExchange

Transform your business with powerful apps

1.8 million+Installs

CompleteInsight

User-built dashboards

Drill-down into data

Access insights anywhere

Drive Sales Performance with Real-Time Dashboards

Get a complete picture of your business at a glance

Grow Your Business Along Every Major Metric

Average Percentage Improvements Reported by Customers

LeadConversion

+38%Sales

Productivity

+36%ForecastAccuracy

+45%

WinRate

+26%

Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected.  Response sizes per question vary.

+28%Sales

Become a Customer Company

Connect with Customers to Deliver Amazing Service Everywhere

#1 in Cloud Computing and CRM

Customer Success

+37%Customer

Satisfaction

TodayMobile

100x1x 1,000x10x

1980sPhone

1990sMulti-Channel

Web Self-service

Expectations of Customer Service Have Changed

2000sSocial

Is Your Service Built for the Social and Mobile Era?

Can your customers connect with you

anytime, anywhere?

Do your agents have tools to respond quickly and make

customers happy?

Do your managers have the right data to make the

best decisions?

Introducing the #1 Customer Service Solution

AgentCollaboration

Motivate & PerformSocial

Transform Your Customer Service with Service Cloud

Delight Your Customers Everywhere

Turn Your Agents into Superheroes

Help Your Managers Make Informed Decisions

Phone & Email

Communities Agent Console

KnowledgeBase

Analytics MobileWeb Self-service

Delight Your Customers Everywhere

Meet customers where they are

Consistent experience across traditional and social channels

Empower customers to help themselves with knowledge

Give customers a personalized experience

Increase satisfied self-service resolutions & build loyalty

+34%Increase in customer retention

Social CommunitiesPhone & Email Web Self-

service

KLM Reinvents Customer Service with SocialPart of $24B European airline

60 Agent Social Media Engagement Hub

Social Profile used for KLM Surprise

Reduced first call resolution rate to 1 hour

The best Digital Marketing NIMA Award

Turn Your Agents into Superheroes

Reduce swivel chair with next generation console

Collaborate and swarm to resolve cases

Close cases faster with knowledge base

Integrated to backend systems

Give agents the tools to be fast and effective

+40%Increase in agent productivity

AgentCollaboration

Communities Agent Console

KnowledgeBase

Cars.com Increases Agent Productivity

Agent productivity increased by 50%

Case handling time decreased by 26%

Overall agent workload increased 33%

Salesforce.com was the core of the operation. We now have a much happier workforce.- David Corken VP, Operations, cars.com

Help Your Managers Make Informed Decisions

Keep track of your business with powerful analytics

Greater insight with mobile, real-time dashboards

Improve support team performance and motivation

Empower front line managers with analytics to improve performance

35%Decrease in support costs

Analytics MobileMotivate &

Perform

Integrate with back-office applications

Extend your service process to meet your needs with ISVs

Support seasonality and global service

Automate service processes and workflows

Innovate with enterprise security, reliability and scale

71 billion+Transactions per quarter

Extend and Scale Your Business

Decrease in Support Costs

35%+37%

CustomerRetention

+34%

Faster Case Resolution

Grow Customer Satisfaction Across Every Major Metric

Agent Productivity

+40%

Average Percentage Improvements Reported by CustomersSource: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected.  Response sizes per question vary.

+37%Customer

Satisfaction

Engaging a Salesforce partner

Tquila Delivery Framework

Delivering value regularly in managed iterations.

Delivering value regularly in managed iterations.

Engaging Stakeholders.

Engaging Stakeholders.

Full Service

ConsultancyConsultancy

Managed ServicesManaged Services

SupportSupport

Tquila RolesWho Role

TBC Senior Consultant•Day-to-day execution of project tasks•Facilitate workshops and design sessions•Internal project communications and status

TBC Consultant•Engage in workshops and design sessions•Development of specifications•Training and testing

TBC Technical Architect/Developer•Leads creation of customizations and integrations•Ensures data model integrity

Customer RolesWho Role

TBC Executive Sponsor•Project champion and visionary•Assures project has resources to deliver•Leads steering committee of governance board

TBC Project Owner/Manager•Day-to-day execution of project tasks•Marshalls client resources for all project activities•Overall project communications and status

TBC Subject Matter Experts•Knowledge of business processes/customers•Engages in requirements and configuration decisions

TBC Systems Administrator or Power User•Learns Salesforce.com to assist in configuration and manages ongoing operation•May be business or technology focused role

Agile Methodology

• Issued weekly• Summary of achievements

during the current week• Summary of plans for the

following week• Overall status of project vs plan• Financial statement• Highlights risks and issues for

management attention

Tquila Implementation Plan Template

1 2 3 4 5 6 7 8 9 10 11Tquila Implementation of Salesforce.com

Phase 1 - Define 3 3 0 0 0 0 0 0 0 0 0Sales handover 1Kickoff call 1Send workshop advance materials 1Conduct process workshops 1Follow-up and document prep 1Send final discovery workbook and charter 1

Phase 2 - Design 0 1 3 5 3 0 0 0 0 0 0Schedule and prep design workshops 1Conduct design workshops

CRM goals 1Sales cloud 1Service cloud 1

Analysis and prepare specificationsSystem configuration 1Customizations 1Data management 1Intregrations 1

Create system testing plan 1Create user adoption.training plan 1Send specs/plans to client for review 1Client signoff on design (via workshop if needed) 1

Phase 3 - Develop 0 0 0 0 0 7 4 4 1 0 0Project spec review with dev leader 1Secure resources and plan dev effort 1Implement config checklist in system 1Manage dev activity

Week 1Daily scrums 1Dev effort 1Reviews with consultants/clients 1

Week 2Daily scrums 1Dev effort 1Reviews with consultants/clients 1

Week NDaily scrums 1Dev effort 1Reviews with consultants/clients 1

Conduct system testing per plan 1Create training curriculum 1 1Conduct system signoff with client 1

Phase 4 - Deploy 0 0 0 0 0 0 0 0 2 3 4Prepare go live plan/checklist 1Conduct training

Invitations/scheduling 1Class 1 1Class 2 1Class N 1

Go Live per checklist 1Provide post go live support 1Transition to managed services 1Secure client reference 1

Week

Project Operations: status reporting

Typical SMB Engagements

•New Implementation

•Further Development

•Consultation

•Training

•Support

•Communities & Mobile

THANK YOU!

Contact us: enquiries@tquila.com / +44 203 429 1300

www.tquila.com@tquiladotcom