How to Support your Customers for Commercial Success

Chi Ho – Salesforce.com Nikolai Balba – Libra OnDemand division, Newmarket International

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Chi Ho ISV Technical Architect and Evangelist

Salesforce.com

Nikolai Balba

Chief Technology Officer

Libra OnDemand division, Newmarket Int’l

ISV Kickoff: Getting Started How to Architect & Design Your App Designing Social Apps (Workshop)

Extend Your Commercial Force.com App Team Development and Release Mgmt Building Secure Applications in the Cloud

Distributing & Licensing Your App Automate Your App Sales

Expanding Your Marketing Reach with AppExchange Marketing Best Practices in the Social Era Mastering the Direct Sales Model Selling Social Apps

How to Support Your Customers ISV PM Product Roadmap

DF12 ISV Success Sessions Great sessions for each phase of the lifecycle

Build Distribute Support Sell Plan

Follow sessions and join the Partner Success Group on

Delight your customers in everyway

Customer Success Channels

Your Customer

Email

Phone

Self-Service Portal

Premium Support

Subscriber-side

Debugging

Push Upgrade

Push Patch

Login as Subscribers Real Time

Visibility Tools

Success Formula

•  You cannot have support strategy isolated from release strategy

•  You must be aware of Salesforce events and process that impacts you

•  Use ISV technology as leverage

Release/Support Strategy + ISV technology = Customer Success

Process – Release Strategy

•  For development team –  Release Schedule – Major release dates should be public –  Environment management, Source code repository, Change management

–  Software Development Life Cycle (SDLC) doesn’t really change

•  For customers –  Education: Notifications and Webinars –  Documentation

–  Pilot and Beta Programs

Add New Features and Bug Fix

Test (Managed Beta Package)

Upload Managed Release Package Schedule Push

Technology – Push Major (GA in Winter 13) •  In Winter ’13, you can push a major version of your

package directly to any subscriber, not just patches

•  Solves the problem of subscribers being on multiple versions of your package

•  Best part? No need for a separate patch org!

•  Very Powerful, Exercise Caution!

It is the ISV’s responsibility to be “in the loop”

•  All release information are in the Partner Portal •  Know your Release Dates, Sandbox and Production

•  Don’t overlap Salesforce releases •  Read the Release Notes •  Try new features in the Pre-Release

-  A safe place to play with new features •  Test, Test, Test in the Sandbox after upgrade.

-  Encourage your customer to do the same!

Pre-Release Sandbox Testing

Enterprise Sandbox

Partner Enterprise / Platform Edition Org

Enterprise Sandbox

Vanilla Org

Org with Your Package

Timeline: 2 - 3 weeks until Salesforce Release, Sandboxes Upgraded

All about Libra OnDemand

100% Native Force.com App

•  Hospitality (hotels & restaurants) vertical •  Sales & Catering, Loyalty, Guest & Social Relations,

Email Marketing •  100+ objects, 6 apps •  Over 300 customers

Libra OnDemand Major Release Schedule •  Agile scrum methodology

–  14 day sprints; daily scrums; biweekly reviews

•  Release internally every 2 weeks

–  Patch updates pushed to customers •  Release new features to customers every 4 months

–  March, July, November

Release Management •  Master Environments

–  Development; Trialforce; Product Management; QA; Sales; Ed Dev

•  Internal Trialforce Forms to keep environments in sync •  Ed Dev focuses on end-user experience

–  New customers; Existing Customers; Internal Teams (Support and Prof Services)

Libra OnDemand Release Distribution

Dev Master

Demo TF

Master

New Customer

Orgs

Trial Form

Package Release Existing

Customer Orgs

Libra OnDemand Release Distribution

Dev Master

PM QA Demo

Ed Dev TF Master

New Customer

Orgs

Trial Form

Trial Form

Package Release Existing

Customer Orgs

Customer Support: Check List

  Define your Support Strategy •  Support Process? Key Metrics? SLA? •  Support Channels you’re covering?

  Update support info on your AppExchange listing   Setup the Enable Notify Apex for your Package   Leverage your ISV business org

•  Capture support issues (use Cases) and features request in Salesforce •  Create a Self-Service Portal

•  Subscriber Success Console (part of License Management Application)

•  Login-As •  Real-Time visibility into subscriber configuration

•  Subscriber Debugging

Libra OnDemand

Support Process

•  Three Support Tiers

-  First; Second; Advanced Technical

-  Developer support; Defect tracking

•  Follow the sun 24/7 coverage

-  Customer support portal

-  Internal use of Chatter

•  Salesforce Premier partner support - IMPORTANT

•  Knowledge base

•  Support vs. Prof Services

•  Change management

Libra OnDemand Service & Support App

•  Proactively monitors customer instances

-  API usage

-  Storage usage

-  Object usage

•  Alerts on integration issues

•  Enables service activations

Newmarket ISV Org

Customer Salesforce

Orgs

Service & Support App

Customer Integration

Agents

Demo

Scenario:

ACME Inc. released their 3.0 version of their application on Saturday morning, but shortly after, numerous cases came in through their web-to-case form reporting an Apex error.

Action:

Support sees the case, login as the user to debug in real-time, and quickly have the developer create an emergency hot-fix to be pushed out to all customers.

Result:

Majority of the customer did not experience the bug, they are just impressed by the new feature on Monday morning.

Key Take Away

•  Have a Release & Support Strategy! It is not optional with Customer Success.

•  Enhance your strategy with ISV technology

•  Follow us on Dreamforce Chatter to continue the conversation!

-  Presentation will be posted on Chatter

-  Links: Push Major, Push Patch, Support Console, Release for Partners

Why Work With a PDO A Few Reminders. . .

Survey (Session Record)

Partner Success Experts Innovation Theater and Lounge 1:1 Success Clinics Innovation Theater and Lounge Need to relax? Have a massage!

Check out the Partner Hub

Cloud Crawl (Thursday Night) 540 Howard Street

@partnerforce Follow us on Twitter

Why Work With a PDO Partner Hub – Speaker Debrief

Welcome Desk

Partner Success Clinics

Speaker Debrief

Area

Chi Ho

ISV Technical Architect

Salesforce.com

Nikolai Balba

Chief Technology Officer

Libra OnDemand division Newmarket International