Meet salesforce.com, Your New Employee

Joel Martin, salesforce.comRoss Bauer, Plum Benefits

Track: New System Administrator

Safe Harbor Statement

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves 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.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor.Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase our services should make purchase decisions based upon features that are currently available.  Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

Agenda

• Introductions• Job Posting• New Employee Orientation• Job Responsibilities• Lessons Learned • QA

Ross BauerVP/Partner – Product Development

rbauer@plumbenefits.com

Company Introduction

• Leading provider of employee perks programs

• Aggregate discounts and offers to entertainment events (i.e. theater, sporting events, concerts, etc) and make available to corporate employees via password protected extranet sites

• Currently provide service to over 20,000 corporations in the US

INDUSTRY: Media & Entertainment

EMPLOYEES: 25

GEOGRAPHY: US

PRODUCT(S) USED: SFA, Service & Support, API, 3 downloaded AppExchange applications

SFDC VERSION: Enterprise

# USERS: 25

Plum Benefits Implementation Overview

Salesforce

Web Site

EmailDistribution

Finance & Accounting

Call Center

Content Mgmt

Tracking

Movement of content from salesforce to the web

Contact syncing

Job Posting

Job Description• Efficiently perform repeatable tasks consistently and

accurately• Coordinate flow of information between internal teams and

processes• Empower employees by centralizing access to information

and systems • Provide access to real-time information for decision making

Required Skills/Experience• Experience integrating with other systems• Ability to automate activities and ensure data quality• Demonstrated ability to successfully coordinate multiple

teams• Willingness to be flexible with changes to business

New Employee Orientation

• Educate on How Your Business Workso Map (configure) defined processes into system

• Introduce to Colleagues and Support Teamso Provide appropriate teams access to system and instruct on useo Setup relevant information flow/integration points with other

teams/systems• Define Responsibilities and Expectations

o Determine which activities will be performed by/within systemo Establish validation process to ensure expectations are being met

• Define Growth Patho Plan future (potential) responsibilities for systemo Determine who is responsible for development

Job Responsibilities

• Job 1: Automate Repetitive Activities

• Job 2: Coordinate Information Flow

• Job 3: Organize and Empower

• Job 4: Provide Visibility

Job 1: Automate Repetitive Activities

• Summaryo Efficiently perform repeatable tasks consistently and accurately

• Valueo Lower cost over timeo Ensure consistency of activityo Single point of changeo Allow for more rapid information flow

Provide quick response times Reduce bottle necks

Job 1: Automate Repetitive ActivitiesCompany Web SiteInterested

Prospect

Enter search for duplicates

If new, copy and paste information into system

Email sent to Inbox

Filter through records for dupes, update if found

Determine owner based on rules and assign

Send out intro email and respond to initial inquiry

Review lead information to determine importance

Qualified Lead

Automatic search for dupe (custom/partner)

Web-to-Lead captures lead information

Updates existing records or creates new

Automatically routes lead using Assignment Rules

Auto Response rules generate initial email

Formula field calculates and scores lead value

Qualified Lead

Capture Lead Information

Manage Duplicate Data

Route and Assign Ownership

Initiate Communication

Prioritize Efforts

0 min

2 min

5 min

2 min

10 min

10 min

5 min

0 min

0 min

0 min

0 min

0 min

0 min

34 min 0 min

Manual Automated

Job 1: Automate Repetitive Activities

Activity Features

Data Capture • Web to Lead• Web to Case• Email Management• Custom Solution

De-Duplication • Product Tools• 3rd Party • Custom

Assignment • Assignment Rules• Change Ownership• Queues

Routine Communication

• Auto Response Rules (external)• Workflow Alerts (internal)• Notification (activity, new

records)

Valuation • Formula Fields

Job 1: Automate Repetitive Activities

• We use the web-to-lead and web-to-case functionality that comes with Salesforce.com

• We also developed our own web-to-contact functionality using the salesforce API:o All contacts that register on our web site are employees of

corporations that already subscribe to our serviceo We use email address domains (attached to the account level)

to validate new employee sign-ups on our web siteo The application is also used to de-dupe and to write (and in

some cases move) contacts into the correct salesforce accounts

Web-to-Contact Process Flow

1

2

3

4

Validating Email Domain

It’s a match!

1

2

Create User Profile

3

4

Job 2: Coordinate Flow of Information

• Summaryo Coordinate flow of information between internal

teams and processes• Value

o Ensure hand offs occur, are communicated and accountability is established through each step in the process

Ownership, history, notificationso Centralize management of changes by

implementing rules o Develop collaboration points between individuals

and teams, especially remote

Job 2: Coordinate Flow of Information

Marketing Inside Sales

Sales Sales Support

CustomerSupport

• Lead History• Converted

Leads Report

Record AssignmentWorkflow (Tasks, Alerts)

Features

Internal Teams

• Account and Sales Teams

• Contract Approval

• Case and Activity History

• Escalation Rules

• Lead Conversion

Job 2: Coordinate Flow of Information

• Customer Examples o Automatically schedule SE/Production resourceo Schedule task for legal review of Contracto Alert for need of approval based on deal size or discount

• Help Desko Internal Help Desk (i.e. “Help, I have a problem and cannot work

efficiently”)o Workflows are built into our help desk application such that tickets are

routed to the appropriate resources instantaneouslyo Escalation rules, accountability, and a good internal incentive structure

ensure that items are closed down quickly

Help Desk Process Flow

1 2 3

1

2

3

Job 3: Organize and Empower

• Summaryo Empower employees by centralizing access to

information and systems • Value

o Provide single point of access for informationo Reduce clutter, confusion and password post-

itso Increased business user productivityo Reduce dependence on specialized skill sets

and IT support

Job 3: Organize and Empower

Value Features

Single Access Point • Custom Objects• Custom Tabs• Web Tabs• AppExchange

Reduced IT Dependence

• Web Tabs• API Integration

Job 3: Organize and Empower

• Email Domain Managemento Control corporations’ access to our web site using email address domains o Store as custom object associated to account o Any new employee registering on our web site must have an email

address that matches a domain stored in saleforce.com

• “Portalize” all external systems into one under the salesforce umbrella o Use Web Tabs to provide access to other internal applicationso Call Center Management, Email Distribution, WebTrends, others

• Content Managemento Empower account managers to sell more product by giving them direct

control/access to their clients’ offers as they appear on our web site

Content Management

Salesforce Web Site

Job 4: Provide Visibility

• Summaryo Provide access to real-time information for decision

making• Value

o Real time information allows for real time decisionso Consolidated view across systems provides complete

pictureo Provide information to the people who need ito Alert people to new information available

Value Features

Real Time Information to the Right People

• Reports• Dashboards

Alert of Information • Workflow

Job 4: Provide Visibility

• Email Campaign Performance Alerto At Plum Benefits, email campaign performance is paramounto We evaluate open rates, bounce rates, unsubscribe rates, etc. and use as

proxies to determine level of interest in our service, and forecast future cash flows

o Implemented workflow to notify decision makers any time open rates fall 2σ outside of rolling arithmetic mean

Job 4: Provide Visibility (cont.)

• Email Campaign Performance Alerto At Plum Benefits, email campaign performance is paramounto We evaluate open rates, bounce rates, unsubscribe rates, etc. and use as

proxies to determine level of interest in our service, and forecast future cash flows

o Implemented workflow to notify decision makers any time open rates fall 2σ outside of rolling arithmetic mean

Management Dashboard

Don’t Forget To …

• Take time to Plan• Test everything with your users before rolling out new

functionalityo Form departmental task force/UAT teamso Collect feedback & listen to what they have to say

• Spend as much time training your users as you do developing applications

• Build employee incentive programs around the data that resides within salesforce reports

• Capture feedback from your users from within the application (like the help desk application discussed earlier)o The best ideas come from those that use the system most

Benefits of Your Employee salesforce.com

• Doesn’t take sick days or breaks• Hardest worker – goes 24/7• Never has interpersonal issues• Improves skill set every year … for free!• Flexible to change as your business

changes• Never complains or files grievances• Travels everywhere, without expenses • Integrated with a great community of

people!

Joel Martin

Manager, Customer Success

Ross Bauer

VP, Product Development

QUESTION & ANSWER SESSION