generation automation: using workflows & approvals to increase efficiency
DESCRIPTION
Workflow rules and approval processes are great tools to automate and streamline your key business processes. This session will focus on how you can capitalize on these tools to drive high value to your organization. Turns out maximum efficiency isn't an oxymoron after all...TRANSCRIPT
Generation Automation Using Workflow and Approval to Increase Efficiency
Administrators
Vaughn Abbey: salesforce.comLeyna Hoffer: Merrill CorporationMaggie Jolitz: VinSolutions
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How can you automate business processes in your company?
Session GoalsMission: Show you the tools you need to automate key
business processes in your companyWe will show you
Why Workflow matters to your business
Our vision of workflow and approval
How to automate your key business processes
Workflow Rules
Capture key business events
with automated actions– Email Alerts
– Tasks
– Field Updates
– Web Service Outbound message
Approval Processes
Simple and Sophisticated
Routing to Automate Manual
Approval processes– Route to Manager
– Route to queues
– Dynamic Routing (Apex)
– Email approvals
– Parallel approvers
Workflow is…
Definition of a set of rules…
…for actions…
…which pass documents, information or tasks…
…among participants*…
*participant = resource (human or machine)
…to automate a business
process, in whole or part.
Update field
~~~~~~~~
~~~~~~~~
Send email
~~~~~~~~
~~~~~~~~Create task
~~~~~~~~
~~~~~~~~
Send outbound
Message
~~~~~~~~
Where do Workflow and Approvals fit in?
Workflow matters to your business because…
..when you… …you enable…
Define the processescritical to your business
&
rules to automate those processes
Reduce risks
Lower costs
Improve Customer Service
…which helps you strategically…
Improved Efficiency
Process Improvement
Better process control
Flexibility
Salesforce.com workflow tools continue to evolve
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2011
Process Visualizer
Campaign Member Workflow
Graphical Approval Process Editor
Approval Email Settings
Personalized Email Alerts
2010
1. Write out the steps involved
2. Identify the objects
3. Map out the data flow
4. Create the process in salesforce.com
5. Measure and refine
A guide to automate a business process
Write out the steps of the process
1. Case is entered for a Feature Request
2. Email sent to the product manager
3. The product manager prioritizes the feature request
4. Release built into the roadmap
5. Product manager sends release details back to the rep
6. Details returned to the customer
Identify the Objects
1. Case is entered for a Feature Request
2. Email sent to the product manager
3. The product manager prioritizes the feature request
4. Release built into the roadmap
5. Product manager sends release details back to the rep
6. Details returned to the customer
Map out the Data Flow
1. Case is entered for a Feature Request
2. Email sent to the product manager
3. The product manager prioritizes the feature request
4. Release built into the roadmap
5. Product manager sends release details back to the rep
6. Details returned to the customer
Create in Salesforce
Measure and Refine
Leyna Hoffer
Merrill Corporation
All About Merrill Corporation
Headquartered in St. Paul, Minnesota Founded in 1968 – 40+ years strong ~$1 Billion company More than 5,000 employees in 85 global locations From Europe to Asia to Australia and more Global infrastructure, local presence
Company Logo Here
All About Merrill Corporation Main business segments
Legal and Financial Transaction Services (LFTS) Marketing and Communication Services (MCS)
All About Merrill Corporation
Implementation/Rollout highlights: 303 Current Users Rollouts planned for 2011
Canada International 350 Total Users
Phased Rollout beginning 9/09 – 2/11
Salesforce.com Eloqua
Leads Leads
Contacts Contacts
Prospects
API Synch
API Synch
Customer and Prospect Data Locations
Customer Contact Responsibility
Prospects Marketing cultivates those names with national
campaigns designed to provide highly targeted, relevant
materials, and ultimately drive response and
conversions.
Leads Marketing is ultimately responsible to ensure that
each person in the leads module has touch points.
Contacts All touch points are managed by the Sales Reps.
Are limited to the number of Contacts they can have –
based on Product Line and Manager’s discretion.
Rep-Entered Lead Routing - Workflow
Workflow Demonstration
Rep-Entered Lead Routing
Pre Salesforce/Workflow Post Salesforce/Workflow
Sales Reps and Campaigns – Approval Process
Email Campaigns sent to < 250 Contacts, Rep
is responsible to send on their own using: Campaigns
Marketing Created Templates
Segmentation criteria gathered on the Contact record
Email Campaigns sent to >250 names, Eloqua
Administrator deploys the Campaign Uses an Approval workflow in Salesforce.com to alert
the appropriate Eloqua Administrator
Approval Process Demonstration
Approval Process Diagram
Thank You
Maggie Jolitz
VinSolutions
All About VinSolutions
VinSolutions is an industry-leading developer of Internet-based automotive specific CRM, Internet lead management (ILM) and Inventory Management software.
• Headquartered in Overland Park, Kansas (Kansas City)• Founded in 2006• 672% growth over last 3 years• 150 employees• >10 Million in Sales• Aug 2010 named the 33rd fastest growing software
company in the US by Inc Magazine
Implementation Hi-lights
• 120 Enterprise Users and 18 Platform Users• Self deployed but later realized benefits of a
consulting partner doing implementation• 6 App Exchange objects• 12 Custom Objects• 2 API Interfaces• 1 force.com sites• Deploying Customer Portal Jan 2010
Company Structure- Sales
Fishing Pole• Call Prospects• Convert Leads
Webexer • Do Webinars
Regional
• Send Proposals• Set Events for onsite visits by Territory
Managers• Close Deals
Company Structure- Implementation
Project Specialist• Requirement Gathering• Product Implementation
Graphic Designer• Design Websites, Photo Overlays,
Banners
Project Manager • Keep timelines on schedule
Company Structure- Training
Virtual Trainer • Signup customers for web training
Onsite Trainer• Train CRM, ILM products• Submit Expense Reports
Project Manager • Keep timelines on schedule
Company Structure- Support
Level 1• Take all incoming phone, chat, email
and web issues: resolve or escalate
Level 2 and 3 • Resolve and close issues from Level 1
Support Manager • Manages workload and progress
Integrating Graphic Design Team into Projects
Graphic Designers were not using Salesforce
Emails were being sent for requests
No visibility to volume of assignments
No visibility to issues around design work
No Quality Assurance process
Customers complaining taking too long to get
sites live
Process Flowchart
Object Layout
Process Workflow – Request/Submit
Project Manager does a request
WorkflowEmail to Designer with assignment
Workflow Task for Designer
WorkflowField Update:
Date Requested
Designer completes taskClicks Button
Process Workflow – Request
Process Workflow – Request
Hovers quickly get users to the related lists
Custom Buttons
Process Workflow – Request Comp
Fields are auto-filled based on button selected
Process Workflow – Email
Email to Designer
Process Workflow – Task
New Task on Home Page
Process Workflow – Field Update
Field Update
Process Workflow – Submit
• User clicks on applicable button• Form auto-populated• Workflow sends email, assign tasks, updates fields
Approval Process
Request Approval
Email to Creative Director
New Item to Approve
Approve/Reject
Email to Designer/PM
Approval Process Setup
Easy to setup – walks you through entire process
Approval Process - Diagram
Approval Process - Diagram
Approval Process – Submit for Approval
One Click triggers multiple actions
Approval Process Actions > Send Email
Email with details of New Design to Approve
Approval Process Actions – Items to Approve
Added to “Items to Approve” on Home Page
Approval Process Actions – Field Updates
Approval Process – Approve or Reject
Approved
Email Project Manager – Design ApprovedField Update – Awaiting Customer Approval
Rejected
Email Designer– Design RejectedField Update – Revisions Submitted
Workflow/Approval Process Benefits
Increased Data Integrity
Improved efficiency – less clicks, more
productivity
Increased visibility to assignments
Approval Process addressed Quality Control
issues
Complete Visibility to Directors thru Dashboards
and Reporting
Thank You!
Summary
1. Start using workflow and approval processes to automate and
streamline your business.
2. Automating business processes helps you to improve
consistency, lower cost and reduce risk in your organization.
3. Workflow is dynamic and not static, update your workflows to
meet the changing needs of your business. Continually refine
your automated business processes.
Resources at your disposal
Q & A Ask Questions, get expert answers
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