Configero Proprietary and Confidential 1

August 31, 2012

Sales

Atlanta Salesforce User

Group

Configero Proprietary and Confidential 2

Paul Blanchard, Senior Project Manager • 25+ years of software development and IT experience

• Experience designing, deploying, and optimizing CRM technology for

maximum business impact

• Lead hundreds of successful deployments and optimization projects

ranging from a few users up to over 1,600 seats.

Configero is a certified Salesforce.com Partner, delivering

Configero delivers a clear and complete approach for

companies looking to optimize their CRM investment for

increased adoption, savings, ROI and revenue.

Broad Platform Experience

Introduction: Configero – Paul Blanchard

Configero Proprietary and Confidential 3

Session Agenda

Adoption Strategies:

Adoption Objectives

Adoption Strategies

Adoption Monitoring Tools

Review Check Points

Configero Proprietary and Confidential 4

Your Role

Adoption Evangelists

Configero Proprietary and Confidential 5

Your Role

Leaders, Facilitators and Advocates

Configero Proprietary and Confidential 6

Your Role

Leaders, Facilitators and Advocates

Expectations: Stay abreast of new features and functionality added by your

Organization (in-house or via Consultants)

Stay abreast of new Releases from Salesforce and new Apps on the

App Exchange

Assist in Data Quality efforts to help ensure that incomplete,

duplicate or incorrect data is not a pain point for End-Users

Raise visibility of the benefits of Salesforce features and functionality

to the Executive Team

Provide input that will help improve usability

Be a part of the Salesforce Community through Answers, Ideas or

any of the Groups on LinkedIn, Facebook and Twitter

Configero Proprietary and Confidential 7

Getting Started

Getting Started

Configero Proprietary and Confidential 8

Getting Started

Define your Organization’s Adoption Objectives

There are too many fields!

What are we paying for?!

We enter the same info over and over!

My Team has no input in how SFDC evolves!

I don’t trust the data!

We can’t find anything!

Our Partners and Customers have no visibility!

Configero Proprietary and Confidential 9

Getting Started

Define your Organization’s Adoption Objectives

Define the current pain points hindering Adoption:

Do your users state that Salesforce pages are overwhelming and have “too many fields to fill out

and too many options to choose from”?

Do your users state that they “do not trust the data entered into Salesforce today”?

Do your users state that “every time I enter information into Salesforce, it goes into a ‘black hole’”?

Do your users state that they are “entering the same information over and over multiple times”?

Do your users state that they “don’t know where to go in Salesforce to see my work to be

completed”?

Do your users state that they “can never find anything I need in Salesforce”?

Do your users state that “Salesforce is just another program that adds additional labor to my job”?

Do your users state that “I have no input regarding Salesforce functionality for my Team”?

Do your users state that “collaboration across Teams and Departments is difficult in Salesforce”?

Do your Customers and Partners state that “we have no visibility into Customer Service,

Marketing or Sales”?

Does your Executive Team state that “we have no visibility into Sales, Marketing or Operations

and we do not know why we are paying for Salesforce”?

Configero Proprietary and Confidential 10

Getting Started

Define your Organization’s Adoption Strategies

Configero Proprietary and Confidential 11

Getting Started

Define your Organization’s Adoption Strategies

Plan and implement strategies for Adoption:

Leverage Record Types and Field Visibility in order to streamline Page Layouts and Picklists for different teams or groups of

Users. If you are on Professional Edition and do not have Record Types nor customizable Profiles, leverage Dependent

Picklists.

If your Organization has multiple Business Units and a relatively “Open” Security Model, contact Salesforce Support about

enabling the Divisions feature to expedite Searches, List Views and Reports. Caveat: Salesforce does recommend that this

feature only be used in Organizations with 1 million+ records; however, they are relatively flexible if a solid Business Case

can be made for its use.

Leverage Custom Buttons for repeatable actions that the Users must do such as “New Activity” or “New Opportunity” rather

than having users create new records from Related Lists. The benefit of custom buttons is that you can also pass field

values from a Parent record to a Child record and set a default Record Type so that the User does not have to choose.

Leverage Custom Links for record-specific Reports such as “All Open Opportunities for {Account}” or “All Open Cases for

{Contact}” and Custom Sidebar Links for high-visibility Reports such as “Stuck Opportunities” or “Aged Cases”

Leverage AppExchange Apps for Data Quality such as Data Quality Analysis Dashboards (free from Force.com Labs),

DupeCatcher (free from Symphonic Source) or DupeBlocker 2.0 (paid from CRM Fusion) as well as the add-on Salesforce

feature Data.com for import of Accounts and Contacts.

Leverage Salesforce Automation (SFA) such as Workflow Rules, Approval Processes, Validation Rules, Formula Fields,

Lookup Filters and Triggers to reduce duplicate data entry and facilitate data accuracy. Caution on Approval Processes and

Validation Rules – consider usability when implementing these features, for example, if every user is required to submit

every Case for Approval before it can be closed or if Validation Rules have error messages that are unclear, then Adoption

will be negatively impacted. This is a great post from Salesforce for 100 Sample Formula Fields for Customization.

Configero Proprietary and Confidential 12

Getting Started

Define your Organization’s Adoption Strategies

Configero Proprietary and Confidential 13

Getting Started

Adoption Strategies (Continued)

Plan and implement strategies for Adoption (cont’d): Ensure that Public List Views are created and maintained by a small number of System Admins and Super Users to ensure

that List Views are meaningful (My Accounts versus Jen Nelson’s Accounts, Jared Miller’s Accounts…) and that the visibility

of List Views are relevant to Users by Role or Public Group so that they are not accidentally made visible to Customer or

Partner Portal Users.

Leverage SFA such as Escalation Rules, Assignment Rules and Workflow Rules to ensure that records are owned by the

right Users or Queues and that records do not remain stagnant (Opportunities that never close, Cases that linger for years,

Leads that never get converted)

Leverage Scheduled Reports and Dashboards to raise visibility of key issues such as Aged Leads, Cases or Opportunities

rather than sending email notifications one record at a time. Consider these two free Apps from the AppExchange created

by Force.com Labs: Service and Support Dashboards and Sales KPI Dashboard. Both allow for easy configuration for your

specific business needs.

Leverage Chatter and Chatter Groups for collaboration on records as well as on Group-specific topics such as Industry

Knowledge, Strategic Accounts and Hot Leads or Opportunities and increase collaboration across functional teams.

Review all Apps and Tabs and consolidate per Profile so that Users only have to navigate through the Objects and Features

that are relevant to their business functions. Customize Apps and Tabs with your Logo and cool icons!

Leverage Permission Sets in order to further consolidate Profiles and give “À la carte” permissions to Super Users

Configure Search Layouts and Lookup Filters for all objects to facilitate quicker and more efficient searches

Leverage internal Ideas and Answers Communities so that your End-Users have a voice in the evolution of Salesforce and

can share Knowledge quickly.

Implement Self-Service, Customer and/or Partner Portals to provide controlled access to your Salesforce data and reduce

phone and email communication.

Provide the Executive Team with “low effort” tools such as Chatter Desktop or Chatter Mobile, Dashboard Components in

Chatter, Chatter and Mobile Approvals and Scheduled Reports

Configero Proprietary and Confidential 14

Getting Started

Adoption Monitoring Tools

Implement tools to monitor adoption and refine the process as you

grow: Salesforce Adoption Dashboards – Free from Force.com Labs

Includes Login History metrics, New records created and Activity on existing records, Leads

and Opportunity metrics and is configurable by a System Admin or other user with the Manage

Public Reports permission

User Adoption Dashboard – Free from Arrowpointe Corp.

Includes metrics for Leads, Accounts, Contacts, Opportunities, Cases, Tasks, Events and

Users and is configurable by a System Admin or other user with the Manage Public Reports

permission

Chatter Usage Dashboards – Free from Force.com Labs

Includes 20 Dashboard Components, 25 Reports and 7 Custom Report Types and is

configurable by a System Admin or other user with the Manage Public Reports permission

The Chatter Game – Free from Force.com Labs

One of the hot topics at another User Group session this Summer was Gamification in the

Workplace and the discussion was around motivating and incenting users toward adoption

through competition and increased visibility. Several large organizations have gone to

gamification, particularly with the Chatter feature, as an additional mechanism for bringing together

Business Units in other regions or countries.

Configero Proprietary and Confidential 15

Review Check Point

Know your Adoption Objectives

Plan your Adoption Strategies

Implement Tools to monitor your End-User Adoption and refine

the process as your business grows.

Topics:

Force.com Success

Configero Proprietary and Confidential 17

Force.com Ecosystem

Force.com Success

specific use, broad application

Challenge Solution Result

World-class interactive communications

and marketing technology company

leveraged Force.com platform to

develop custom framework and

application to automate time-intensive

manual case management process.

Dynamically search up to 50,000 records by object

Filter down by multiple columns on any standard or custom field

Select the data set to be mass-edited Perform mass actions on record group in seconds

Force.com Example: Mass Edits/Inline Editing Limits

Configero Proprietary and Confidential 20

Getting Started… • In-house development vs. expert support?

• Gather requirements from key stakeholders

• Determine supporting technology framework or integration

that best aligns with your needs (APEX, VisualForce)

• AppExchange research

• Community Answers, Ideas

• Access universe of Developer Resources

Configero Proprietary and Confidential 21

Best Practices

• Develop clear business case for executive buy-in

• Determine roadmap for success and adoption

• Focus on PROCESS before technology

• Build incrementally and capitalize on platform flexibility

• Leverage mobile and social integration for increased visibility

and on-the-go access

• Utilize resources for QA, testing and enhancement feedback

Configero Proprietary and Confidential 22

Resources

• Developer Force - Force.com

Community

• Salesforce Power Users Group

• Force.com Developer Workbook

Configero Proprietary and Confidential 23

Thank you!

Get Started Today:

Business Process Review

Onsite Discovery Session

Force.com Demo

WEBINAR: Social Enterprise Comes to Life

at AVEDA Distributor on 9/12

Learn more at Dreamforce 2012

Contact Us www.configero.com