Best Practices Leveraging Salesforce1

Steve Faris Chief Platform Officer - Bluewolf

steve.faris@bluewolfgroup.com @SteveFaris

Shane Sugino Director, Higher Education - Bluewolf

shane.sugino@bluewolfgroup.com @ShaneSugino

A Sample of Current Customers: Higher Education

Marc Benioff Chairman & CEO

Best Practices Leveraging Salesforce1

• Platform • Architecture • Governance • Application Roadmap • Advanced Platform features for driving Student Engagement

Foundation Pres – PowerPoint Template – 16x9 FY14.pptx

Marc Benioff Chairman & CEO

Quick Poll • Who’s a “newbie” to Salesforce.com? • Who’s deployed a Sales, Service, or Marketing Cloud? • Who’s deployed a Salesforce Community? • Who’s deployed a Salesforce mobile app using the Mobile SDK? Salesforce Touch? Salesforce1 Mobile?

• Who has done an Org Merge? An Org Split? • Who has over 1000 users running Salesforce at your institution today?

Platform Considerations

Service Custom App Sales App

Exchange Marketing

Force.com Site.com

Database.com

AppExchange Apps

ERP

Any System

Finance

Systems of Record Social

Integration

Chatter

Data.com

Iden

tity

Technology Platform: Salesforce1

Heroku

API

s, W

eb S

ervi

ces,

Loa

der,

Oth

er T

ools

Multi-Tenant Cloud Infrastructure

Mobile Services Communities

Salesforce1: Have we got the right platform?

• Multi-tenant • Cloud-based • Saas AND PaaS • 3 non-disruptive Releases/yr bringing additional Value • Rich Applications AND a completely open platform • Internal AND External audiences • Employee AND Customer (Student) Communities • Social Integration • Data Cleansing & Enrichment

Architecture Considerations

Architecture

• “Accidental” vs. “Intentional” architecture • Single-Org vs. Multiple Orgs • “Build” vs. “Buy” vs. “Buy AND Build” • Data Model usage (Standard vs. non-Standard) • AppExchange Apps: Events, Email, Calendar, Survey, Volunteer Management, Payments, etc.

• Common standards: MDM, Integration Technologies, Identity & Access Management, etc.

The Kellogg School of Management: Pre-Salesforce.com

" Natural state of affairs: •  Information/data not naturally shared across

departments

•  Activities are often duplicated

•  Manual processes: Highly inefficient use of scarce resources

•  Not an ideal way to run a professional relationship-driven organization

" The alumni experience: •  Duplicate outreach

•  Lost alums / Ignorant of changes in careers •  Inundating “go to” alums for events

•  Reliance on “memory” or “who you know” for participation

•  Ignorant of alumni campus activities

Advance-ment

Corp Partner-

ships

NU Farley Center

HEMA

PhD Heizer Center for PEVC Real Estate

Career Management

Center Zell Center / Asset Mgmt

Levy Institute

Social Enterprise

Heizer Center for

PEVC

Real Estate

Career Management

Center

Zell Center / Asset Mgmt

Levy Institute

Social Enterprise

Phase 1 Phase 2 Phase 3

Advance-ment

Corp Partner-

ships

FTMBA Students NU Athletics

School of Cont Ed

PhD

HEMA

Alumni Mgmt

M.S. Comm

NU Farley

Exec Ed

Phase 4+

The Kellogg Salesforce.com Architecture

Gartner Pace Layered Architecture

Systems of Innovation

Systems of Differentiation

Systems of Record

Pace-Layered Application Strategy

Control

Agility Investment

Source: Gartner, 2012

“I know what I want and it

doesn’t have to be unique”

“I know what I want but it has to be

different from my competitors”

“I don’t know exactly what I want.

I need to experiment” Differentiation through rate and range of change …

Salesforce Org Strategy: Catalog of Single & Multi-Org Approaches

•  Independent Orgs (with Point-to-Point Integrations)

• Global Reporting Org

• Hub & Spoke Orgs

• Bus Configuration

• Hierarchical Orgs

• Federated Orgs

• Single (Consolidated) Org Tightly Coupled

Loosely Coupled

• Current State SFDC Footprint • Security Model & Sharing • 360 Degree View • Data Model • Degree of Customization • Enterprise Fit • Global Reporting • Administration • Standardization • License Efficiency

• Collaboration •  Integration Complexity • Application Isolation • Development Flexibility • Testing Flexibility • Upgrade Flexibility • Future Flexibility •  Identity Management/SSO • Governance • Platform (Governor) Limits

Single vs. Multi-Org Architectural Considerations

!

Affiliation Model Managing Extended Contact Attributes and Relationships

Governance Considerations

Why Governance? Managing the influx of change

Without Governance management of Salesforce can quickly become chaotic

Why Governance? Salesforce Innovation Cadence

• Rapid, Predictable Release Schedule –  Major Releases: Major new features, Integrations, heavy Training –  Minor Releases: Regular enhancements, Smaller Features –  Maintenance Releases: Weekly “sweep” of small changes

Q1 Q2 Q4 Q3

Why Governance? Continuous Innovation Strategy • Establish Policies, Processes, & Tools that sustain innovation • Goal: Continuous Enhancement with rapid (monthly, bi-weekly) releases …

… while feeding a larger roadmap and capability according to an agreed-up roadmap

Release 1.0

Release 2.0

Release 3.0

Release N

Admin/BA

Enh. Team

Quality Team

Release Mgr.

Super User

Deploy

Ticket entry

…

Other Governance Considerations

• Central vs. Distributed Governance Model • Demand Sources / Intake • Prioritization Process • Agile Development Methodology • Quality Assurance/Continuous Integration

• Release Management • Production Operations / Support • Standard Policies, Processes, and Tools

Bluewolf ALM (Application Lifecycle Management)

•  Manage the lifecycle of application changes from Capture to Delivery

•  Streamline/Automate Agile Development Processes

•  Automate QA •  Automate Release Management •  Create “living” documentation •  Ensure (and demonstrate)

Compliance

Requirements Capture

Knowledge Base

Requirements Management

Release Planning

Release Management

Continuous Integration

Quality Assurance

Dynamic Documentation

Compliance

25 Commercial Confidence 25 Commercial Confidence

Roadmap for Cloud Transformation

One Platform One Architecture

One Global Schema Agile Governance

Foundation

Build

Structure & Strategy

Adapt & Innovate

Phase 1 •  Reference Architecture •  Platform Standards •  Cloud Infrastructure •  Open Integration •  Enterprise Data

Considerations

Optimize

Phase 2 •  Social Platforms •  Mobile/Multi-Device •  Enterprise Analytics •  Cloud Governance

Phase 3 •  Operational Excellence •  Portfolio

Rationalization

Implement & Iterate

Application Roadmap

• Student Lifecycle –  Prospect –  Applicant –  Admittee –  Enrolled –  Student Experience / Retention –  Graduate –  Certified Practitioner –  Employee –  Alumni –  Repeat the cycle …

• Other Engagement / Relationship Management Processes –  Alumni Relationship Management –  Donor Relationship Management –  Partners / Parents / Sponsors –  Speaker Relationship Management –  Corporate Relationship Management –  Community Relations Management –  Business/Industry Alliance Management –  Commercialization Management –  Employee (Faculty, Staff) Management

Key Higher Ed Lifecycle Processes

Bluewolf Higher Ed Solution Roadmap

Attract: Recruit & Capture

Engage: Student

Life

Sustain: Professional

Life

Empower: Professional Development

Expand: Commercialization

& CRM

•  Marketing Automation (potential students)

•  Recruitment •  Application

Processing •  Admissions •  Registrar

•  Student Services / Engagement

•  Student Personas •  Campus

Communities - Students - Faculty - Staff

•  Student Life - Clubs - Speaker Sourcing - Academic Advising

•  Other Department- specific Req’ts

•  Retention & Analytics

•  Career Services - Counseling - Internships - Placement - Marketing Automation (employers)

•  Alumni - Contact Mgm't - Alumni Relations - Community - Marketing Automation - Advancement (fund-raising)

•  Executive Education (degree)

•  Professional Development Programs (certificate)

•  Open Enrollment Programs

•  Marketing •  Research &

Development •  Publishing •  IP Commer-

cialization •  Corporate

Relations •  Government

Relations •  Community

Relations

Student Lifecycle Management Extended Lifecycle Management

Creating the “Seamless” Student Experience … M

arke

ting

/ A

dmis

sion

s

Adm

issi

ons

Enro

llmen

t &

Fee

s

Fina

ncia

l Aid

Fina

nce/

Bill

ing

Cou

rse

Man

agem

ent

Ret

entio

n /

Stud

ent E

xper

ienc

e

Car

eer

Plac

emen

t

Adv

ance

men

t

Student Lifecycle Management

Service Custom App Sales App

Exchange Marketing

Force.com Site.com

Database.com

Integration

Chatter

Heroku

Multi-Tenant Cloud Infrastructure

Mobile Services Communities

Advanced Platform Features for Student Engagement

Community 1: Self-Service Community

Community 2: Partner Community

Community 3: Company Community

Community n: Any Community

Business Data

Cases

Community 1: Student Community

Community 2: Alumni Community

Community 3: Faculty/Staff Community

Community n: Any Community

Communities: Reach all key Higher Ed Audiences

Mobile: Reach all key Higher Ed Audiences

Mobile: Reach all key Higher Ed Audiences

And more …

+ Salesforce Mobile

SDK 2.1

Salesforce Mobile Packs

Bluewolf Nomad

•  Native iOS solution •  2 Tier menu structure •  Offline Support •  Supports a range of

standard and custom SF modules

•  Hybrid Support •  Enterprise Deployment •  Modular, ease of reuse

Match the UI to the Audience

Interface: Best For:

Standard User Interface (desktop) Back Office, Staff Salesforce1 Interface (mobile) Back Office, Faculty, Staff Communities Faculty, Staff, Students Mobile Faculty, Students