Building a Smarter, More Innovative Government

Transcription

1 Building a Smarter, More Innovative Government Putting Citizens at the Heart of Government Operations Richard Katrusiak Account Director Steve Geahry Customer Success Director

2 Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. 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 product or service availability, 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 developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, 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 the 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.

3 Dreamforce ,000 Customers 83 Countries 15 million online viewers 25 Keynotes 3300 Breakout Sessions Cloud Expo with 400+ partners Raised $3Million for RED and Global Fund to eliminate AIDS in Africa

4

5 I had an opportunity to write a product review for Gartner. Out of all the products and technologies I've worked with in the past, I wrote about Salesforce and gave you guys a great review. I think that was a reality moment for me. I think it was because I couldn't get over how much the end users loved the product (compared to how much they hated other products!) Just thought I'd pass that on as a bit of feedback - in IT we don't hear the good feedback often enough!!! Wency Lum

6 Proven Leadership Across Every Cloud Sales Cloud Service Cloud Marketing Cloud Community Cloud App Cloud Analytics Cloud Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The Gartner documents are available upon request from Salesforce.

7 Worlds Most Trusted Enterprise Cloud Five elements of trust Trusted Security Always on Availability Performance at Scale Global Data Centers Enterprise Compliance FY16 Availability 99.98% Q2 Transactions 323B YoY Transaction Growth 38% Global Data Centers 9 Transactions/Day 4.3B

8 The Platform for Government Is Changing AI IoT Mobile Social Cloud Mainframe / Terminal 100K mainframes Client / Server 10M PCs BILLIONS of connections TRILLIONS of customer interactions

9 Citizen Expectations Drive Everything Government needs to be as connected, fast, & informed as everything else in our lives 1-to-Many Reactive Transaction-based 1-to-1 Proactive Community-based

10 Put Citizens at the Heart of Your Operations Contact Center Case Management Employee Engagement Workforce Development Licensing & Permitting HHS Case Management

11 Colorado Puts Citizens at the Heart of Its Operations Reduced benefit screening time from 45 days to realtime analysis 2X applications per month - with the same number of employees & budget Puts control of public assistance benefits back in the hands of clients and increases self-sufficiency

12 NSW citizens can renew their driver s licences at the click of a button, with online licence renewals through the Service NSW Dominic Perrottet, Minister for Finance, Services and Property June 16, 2016 web and mobile sites. MyServiceNSW Community for All Citizen & Business Services Serving over 7 million citizens & 40 million transactions each year Unified 92 services that were previously disparate (including Transport) Launched 100% Online License Renewal Plans for fully digital drivers license by % faster case resolution time on average, from 12 hours to just 2 hours

13 Woodgreen Meets Toronto Syrian Refugee Crisis by deploying Housing app in 6 weeks. Housing, Donation, Volunteer Management App deployed in 6 weeks Robust Housing functionality for newcomers select housing versus overwhelm city resources Donation Management Same experience to match donations to those in need Volunteer Management Organizing overwhelming response of Toronto volunteers to best outcomes to benefit newcomers

14 Using Innovation to Transform and Disrupt how Core Social Services are Provided and Consumed Fully Digital, Omni Channel, Mobile Citizen First Experience End to End Solution Deployed in 7 Months Intake, Screening & Eligibility MLS Style Listing Service with Self Service Portals for applicants and Housing Providers Tenant& Waitlist Management, Maintenance & Inspections Financial Management inl payments, funding request and eligibity Reevaluation

15 Put Citizens at the Heart of Your Operations Contact Center Case Management Employee Engagement Workforce Development Licensing & Permitting HHS Case Management

16 Cloud Services for the Public Sector Achieve Business Value, Faster. Steve Geahry Customer Success Manager

17 Eight Leading Apps, One Platform Connect to your customers in a whole new way Tami Lau CRM Developer

18 Cloud Services helps you achieve business value, faster We provide prescriptive advice, best practices and Always-on expertise Data-driven insights experts at every stage of your journey Design-led innovation

19 Cloud Services 17 Years of Innovation in Customer Success Customer Success Customer Success Program Transformational Managers & Renewals Architects & Design Services Customers For Life Early Warning System Specialists & Accelerators 150k + 4, k+ Imitated CUSTOMERS PEOPLE ARCHITECTS CERTIFICATIONS BY MANY

20 Delivering results that matter 9.1 Customer Satisfaction Customers who engage Cloud Services have the highest satisfaction rate

21 Level of Complexity Cloud Services helps you achieve business value, faster We provide prescriptive advice, best practices and experts at every stage of your journey Always-on expertise Data-driven insights Design-led innovation We engage at a level that is appropriate for your business Accelerated Success Consultative Success Advisory Transformational Success Innovation & Transformation Center Experience Design Accelerators Mission Critical Support Strategic Projects Premier Success Plan Premier+ Success Plan Signature Success Plan Level of Ambition

22 Level of Complexity Accelerated Success products are dedicated to helping you drive adoption of your Customer Success platform Transformational Success Accelerated Success Adopt and advance, on any cloud. Premier Success Plan Featuring Accelerators Consultative Success Access senior level business and technical advice & implementation programs. Address complex organizational challenges and create disruption in order to win. Level of Ambition

23 Accelerated Success Premier Success Plan Premier Success has been critical to our success we could not operate without it. HCPF- Director of Client Services Access to Salesforce expertise, resources, support, and value Why does it matter: Proven correlation between Premier and adoption means your Salesforce plans will succeed Access exclusive Premier assets and communities, enhanced support SLAs, and Cloud Services such as Accelerators Success Resources Exclusive Apps Enhanced Support Expanded Training Access to Success Managers, Premier Points, and Success Programs Apps built & supported by Salesforce 24x7 tech support & developer support Online, role based, and customized training

24 Accelerated Success Accelerators Accelerator asked the right questions and helped us successfully deploy a customer community. CenturyLink- Community Manager Targeted engagements that are a feature of Premier designed to deliver the results your business demands Select from a portfolio of 70+ personalized 1:1 engagements Why does it matter: Benefit from best practices in order to ramp up new initiatives Receive a personalized consultative engagement without the complexity of a large project Focused on a unique need Full spectrum of Accelerators by Cloud and functional area (e.g., governance) Salesforce Specialists Remote and onsite engagement models Value-based deliverables Focused on meeting your KPI s

25 Accelerated Success Success Managers Our goal is to earn the right to be a Trusted Advisor to you, providing a strong point of view on how you can drive success with Salesforce. Accountable for your Success with Salesforce What we do and how: Provide strategic guidance to accelerate business value with Salesforce across all products, geographies and divisions Knowledgeable about your business, your industry, your architecture and your Salesforce implementation Understands your Drives Adoption and Aligns Global Salesforce Provides Strategic Objectives Value Resources Reviews Understands your business needs and helps align them to Salesforce vision and scope Helps plan your license consumption, adoption and change management strategy Aligns you with the right Cloud Regular reviews and assessments Services to meet your objectives

26 Thank Y u