World s Most Innovative 2011, 2012, #2 Highest Performing Company

Transcription

1 #dreamjob central

2 Safe Harbor Safe harbor 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 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, 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, risks associated with 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 ended January 31, This document and others 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 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 World s Most Innovative 2011, 2012, 2013 #2 Highest Performing Company

4 Michaela Harradine Senior Employee Success Program Manager, EMEA Background: 6.5 years at salesforce.com Masters in HRM Played a variety of roles in HR Operations, Compensation and Benefits and BP Support Personal: Lives in Bracknell, UK Keen swimmer, including open-water Biker chick Top volunteer for salesforce.com Foundation Responsible for: Designing, implementing and scaling global HR programs in region Development of global Shared Service Center Driving operational efficiency and system optimization across the mharradine@salesforce.com in/michaelaharradine

5 Agenda Background & Challenges Our Approach Solution Overview Key Accomplishments Questions You Ask. We Answer.

6 A new world requires a new approach Social New ways to interact with each other Mobile New ways to reach employees Cloud New ways to connect everything Community New ways to collaborate Trust New ways to build relationships

7 Hyper-growth requires hyper-innovation 12,000 Employees 500 Employees

8 HR Support challenges with fast-paced growth Lower Productivity Inconsistent Service Across Channels Threat to Employee Experience Multiple systems to navigate No single knowledge source Duplicated effort Siloed service channels Multiple knowledge bases Not making the most of social channels No context Not personalized Longer time to resolution

9 Employee s Top 3 Wishes for #dreamjob central One place to go Quality content Ability to search

10 Rethinking our approach to service delivery Our #1 goal: Enhance the employee experience Service Trusted proactive support Access anywhere Knowledge management (JIT) People Dynamic, real-time content creation by SMEs Expanded roles and responsibilities Opportunities for enhanced skills Product Integrated case mgmt Collaborative Real-time dashboards and analytics

11 Our Solution: #dreamjob central?s answered Search, chat, or call real-time Facts found Get knowledge articles written by subject matter experts, based on questions asked by employees Problems solved #dreamjob Specialists know who you are & provide fast, personalized service

12 Business Preparations for Go-live 27 Employee Voice sessions 8,750 promotional items 35 employee showcases globally Program overviews for 100+ stakeholders 22 impact assessments 11 instructor-led training sessions (Tier 1&2) 5 short, how-to videos no employee training!

13 Accomplishments Results After 2 Months Accessed by 43% of employees globally 499 articles published, 20% just-in-time 87% of articles viewed at least once 643 cases opened, 84% closed We ve exceeded expectations of more than 60% of survey respondents! The answers just pop up when I ask a question. So easy to find! It's awesome. Truly collaborative and a great HR use case for our customers to use Service Cloud, Answers, Communities etc. Keeping current and relevant up-to-date information is critical to success. Nice job.

14 Summary - Stakeholder ROI

15 Driving Helpdesk Success in the Cloud Employee Services Helpdesk 155 Users HR Helpdesk 65 Users HR & IT Service Desk 500 Users Web2Case + Knowledge HR Helpdesk 190 Users across 60 Countries IT/HR Helpdesk 130 Users Includes Self-Service Portal HR & Finance Shared Services Center 160 Users serving U.S. & EMEA HR Service Center 120 Users to support 60k Employees HR Helpdesk 50 Users ~3k cases/month

16 Questions?

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