Running a World-Class B2C Call Center with

Monique Bender, Program Manager, GMAC Bank

David Corken, Operations Director, Cars.com

Track 1: Becoming Customer Centric

Safe Harbor Statement

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding,and concerning the potential market for our existing service offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.

The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.

Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2007. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

Azita Martin

Senior Director Product MarketingService and Support Product Line

Moderated By:

David Corken

Operations Director, Cars.com

Monique Bender

Program Manager, GMAC Bank

Salesforce Solution for Customer Service

Monique Bender

Program Manager, GMAC Bank

Monique.Bender@gmacrescap.com

About

• INDUSTRY: Banking

• EMPLOYEES: 64

• GEOGRAPHY: Global

• # USERS: 206

• PRODUCT(S) USED: SFA, Service & Support, 1 AppExchange, 1 API

Connection for Data Feed

Established in 2001, GMAC Bank is an FDIC-insured internet bank, offering consumer banking services online, by phone and by mail. By combining the security and stability of a traditional bank with the speed and convenience of the internet, we offer our customers the best of both worlds. Our products include high-yield Money Market Savings Accounts and Certificates of Deposit that are flexible, secure and convenient. In addition, we offer a Private Education Loan program for undergraduate, graduate, and continuing education students. GMAC Bank is a Member FDIC and an Equal Housing Lender.

Key Challenges

Business Challenges GMAC Bank required a customer service and workflow solution to streamline

its outsourced operations and illuminate its call center data Previous tool did not provide insight into the status of customer requests Reports and benchmarks were difficult to produce Cases/Work Requests were routed manually, often resulting in errors and time

delays

Limitations of Previous Tool No data mining capability and no physical reports on open cases, aged items

and where they lived in the organization No functionality to re-open an existing case No capability to link the customers entire case history Limited security controls and was costly to customize

No inherent ability to seamlessly upgrade the client server application No ability to load information from the system of record

Summary of Challenges

High Cost

Inefficient & Inflexible

Poor customer service by vendor

No Management reporting

Outdated technology with no easy upgrade available

The Solution - GMAC Bank Call Centers

Allows GMAC Bank Call Centers to seamlessly handle 10,000+ cases per month

Allows 105 agents to route the case to the right place immediately

Acts as a Knowledge Management tool to assist CSRs in providing the correct answers to our Customers

Serves as a corporate notes system allowing any CSR to see the status of any case regardless of queue or ownership

The Solution - Management

System is being used to Work, Track and Manage all

customer service contacts with each customer

Corporate Workflow Tool allows us to measure call center

requests

Administrator Tool allows identification of bottlenecks in the

workflow process and ability make changes in the production

application immediately to improve efficiency

The Solution - Deployment

Total deployment time was 3 months

200 users at GMAC Bank using the system

Created over a hundred work flows that assigns each

case to the right agent or team

Migrated 100,000+ customer records from Fidelity

7 GMAC and 2 SFDC PS on the implementation team

Developed a nightly batch file that contains on average

400 + records. Updates SSS with key account

information from the system of record

The Solution - Deployment

In bound Call Center Reps – 80

Out bound Call Center Reps – 25

Customer Support/Management – 15

Operations Specialists – 30

System Administrator – 2

Correspondence Specialists – 15

Executive – 3

Back office Support -15

Help Desk Support - 20

205 Total Users

Created several hundred work flows to route cases to the right queue or person

12 Escalation Rules - ensure that customer issues are resolved in a timely manner 40 Assignment Rules – ensure that cases are handled by the appropriate specialist

Receive a nightly file from the Fidelity system of record to update customer database in Salesforce

Customization Was Easy

Created Custom “Quick Case” Screen For calls that CSRs close while still on the phone

with a customer

Enables agents to quickly capture once and

done calls

Allows us to capture and store as much

customer information as possible for future

marketing campaigns

Customized the basic case layout Switched the internal comments field with the

description field

All of our customizations took a total of

just a few weeks

Best Thing About Running a Call Center with Salesforce

Getting customer requests to the right place the first time Led to quick and efficient handling

Decreased the number of customer call backs

Improved overall customer satisfaction

Decreased average handle time of calls

Improved ease of agent training

Accelerated agent adoption

We have become an agile and dynamic organization and can respond quickly to business changes

System Administrators can implement changes immediately into the Production environment, when necessary

Measuring Results

Reporting Tool allows us to: Balance our workforce Identify bottlenecks in our workflow

processes Highlight improvement areas for

training and development

Management Tool measures metrics such as: Average Cases Handled Per Day Average Cases Escalated Per Day Average Cases Routed Correctly

Per Day Executive Management Dashboards

provide birds-eye view at the enterprise level focused on what lives in the organization and how old the items are

Results

Successfully manage and resolve 10,000+ cases per month and improved customer experience

Case Routing- 25% reduction in time to send case, based on preformatted templates

Case Routing- 50% reduction in time to send case, based on intelligent routing schematics

Case Routing- 60% reduction in error ratio of getting case to right place the first time, based on intelligent routing schematic

Average Handle Time of calls decreased by 54 seconds per call

Average age of case has decreased from 5 days to 4 days

Dashboards and service metrics enable GMAC Bank to better manage outsourced resources

David Corken

Operations Director, Cars.com

dcorken@cars.com

All About Cars.com

• INDUSTRY: Online Classified Advertising

• EMPLOYEES: 500

• GEOGRAPHY: National

• # USERS: 300

• PRODUCT(S) USED: SFA, Service & Support, Email-to-Case, 1

downloaded AppExchange application, API for data integration

Cars.com is the most comprehensive, fastest-growing online automotive marketplace for buyers, dealers and private-party sellers. We are part of Classified Ventures, a joint venture between leading media companies Belo Corporation, Gannett Company, The McClatchy Company, Tribune Company and The Washington Post Company.

Key Business Challenges

40% year over year customer growth and support requests annually

High turnover exceeding 25% Response times 2 to 3 times SLA’s Limited visibility into workload, capacity,

and activity metrics Exclusive dependence on email for

assigning owners to incidents, escalating, and tracking progress

Updating and referencing customer data across disparate systems

Low percentage of incidents resolved by a single owner

B2B and B2C support model Poor reputation with our customers

Key Technology Challenges

Limited technology resources to maintain and

improve applications

No established technology release schedule

Outlook, spreadsheets, and tick sheets for

reporting

40+ hours per month manually creating reports

Architecture didn’t support a centralized view

of the customer

The Solution –

SFA and Service & Support in June ’05 Partnered with Model Metrics Custom fields, workflow and page layouts Email-to-case Dashboards and reports Parent – Child “Sub-cases” > 1 account per case

Integrated with an Oracle-based data warehouse Customer, order history, customer activity, and fulfillment data Leveraged the Apex Web Services API

90 Users – Initial deployment 20 Frontline agents

5 Management and QA

65 Sales

The Solution – 15 Week Deployment

15 week deployment in conjunction with SFA

Deployment team 5 Core business SMEs (25% – 50%)

3 Technology resources (50% - 75%)

2 Model Metrics consultants (50%)

Two tier 1 support teams

20 workflow rules and email alerts Email-to-case feeding 5 support email accounts into 4 queues.

Dozens of custom fields and objects, S-controls, reports, dashboards, email templates

Nightly updates of customer data from the data warehouse

Internet

PublicFolders

ExchangeServers

E2C EmailAccounts

Salesforce.comEmail-to-

Case

How are we using the System (cont.)

Email-to-Case

• Eliminate duplicates• Filter unwanted emails• Prioritize “To” address• Store attachment locally• Create or attach case

How are we using the System (cont.)

Data Warehouse Integration

Data Warehouse(Oracle)

Peoplesoft

ProprietaryApplications

Third PartyApplications

Integration Code / Salesforce.com

WebservicesSalesforce.com

Salesforce.com Administrator

ErrorLogs

How are we using the System

300 Users June ‘07 45 Frontline agents 20 Tier 2 escalation 10 Management and QA 225 Sales

25,000 Cases per month

Dashboards and reporting Supervisor and team dashboards display productivity numbers and motivate agents

and provide supervisors real-time visibility into the “pulse” of the team. Building and running reports is easy and has reduced the effort to produce monthly

reports from 40+ hours to < 4 hours.

Solutions The internal knowledge database simplifies training, provides a quick reference while

the customer is on the phone, and speeds up resolution of common issues.

How Are We Using the System (cont.)

Case and Workflow Management

Ease of customization has allowed us to create different processes within B2B and B2C support.

Email-to-case populates work queues and allows agents to send/receive messages from within the Salesforce.com’s environment:

• 16 tier 1 and tier 2 email accounts• Prioritization and de-duplication• New case work queues

New Feature: “sub-cases” and primary and secondary accounts on cases enables us to support our multi-tiered customer structure.

• Automatic routing and task alerts for email on existing cases

• Saves attachments locally

How Are We Using the System (cont.)

Case and Workflow Management

Workflows escalate cases to/from tier 1, tier 2, and supervisors and alert them that they need to take action.

With custom objects and workflow, our agents get immediate QA feedback after a case is reviewed.

Web-to-case enables customers to submit cases via web form that creates cases directly in our work queues.

We are able to control the fields a user sees and their read/write capabilities by using different record types, page layouts, sharing rules and security profiles for different user groups.

Delivering World Class Customer Service

Improved agent efficiency, visibility for supervisors and the customer experience

All communication with the customer and actions by the agent are captured in one place.

Quicker Case Resolution: Email-to-case enables a significantly higher percentage of cases resolved by a single owner

Improved Response time: As our agents became more efficient our response times improved dramatically, agent capacity increased and we began offering more proactive outbound support services

• 18 months with response times better than SLA’s• Custom page layouts, automatic escalation, email

templates• Outbound calling services for issues resolution and

market intelligence gathering.

Delivering World Class Customer Service

Our QA program scoring and reporting are embedded

in Salesforce.com meaning agents get immediate

feedback and supervisors can address performance

issues quickly.

In less than 4 weeks, we rolled out integration with

Cisco IPT giving us contact and case screen pops

(automatically pops up the case that the customer

already has open)

Improved agent efficiency, visibility for supervisors and the customer experience

2007 CRM Magazine Service Excellence Award

Best Thing About Running a Call Center with

Moves at the speed of our fast growing business.• We can tweak the system and create new customer processes

within hours and days instead of months and quarters.

Gives us more visibility into the details of our business that we’ve never had before.

• We can quickly identify performance and training needs and issue trends.

Releases new functionality based on input directly from its customers.

Improved customer satisfaction and helped us regain the trust of our customers!

How we Measure Operations

Dashboards Operations team and agent level

productivity and quality metrics

Tier 2 productivity metrics

Extract data Communicate response metrics 3

times per day

Weekly QA summaries for supervisor/agent review

Monthly reports for senior management

B2C Email Response Times

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General feedback Queue – SLA 24 hrs

Dramatic Improvement in Email response Time

Sell it yourself customers – SLA 16 hrs

Business Results

Improved agent productivity by as much as 50% From 6 cases/hour 9 cases/hour Decreased case-handling time by 26%

Enhanced the efficiency of the dealer support team by as much as 33% Increased support capacity from 600 dealers/agent to 800

dealers/agent Reduced response times by more than 65% Consistently beating SLAs by more than 50%

Created greater visibility into support metrics for motivating agents, allocating resources, and calculating staffing needs

Significantly increased percentage of cases resolved by a single case owner

Improved overall customer service experience with quicker single-owner resolution

Azita Martin

Senior Director Product Marketing

David Corken

Operations Director, Cars.com

Monique Bender

Program Manager, GMAC Bank

QUESTION & ANSWER SESSION