Business Success for Small & Medium BusinessesBusiness Success for Small & Medium BusinessesAsk the Experts

Rhonda Robati, salesforce.com

Commercial SMB Manager, Australia & New Zealand

Safe harbor

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Session Objectives

• How successful companies transformed their business

• Gain insight into how salesforce.com solutions can

help grow your business efficiently and effectively

• Offer a benchmark to your checklist (people, process &

tools) in transforming your business to thrive, not just

survive

Agenda

Introduction – Rhonda Robati, salesforce.com

Customer Story – Ash Richardson, Nu Steel Homes

Customer Story – Ben Bradshaw, SponsoredLinx

Customer Story – Brian Boyd, RealEstateInvestor.com.au

Q&A

Small & Medium Businesses Are Driving the Economy

50%Private SectorEmployees

U.S. Department of Commerce, U.S. Small Business Administration, U.S. Census Bureau

64%Jobs Generated inPast 15 Years

But Small & Medium Businesses Face Unique Challenges

Business Struggles

Disconnected Systems

Limited IT Resources

Lack of Business Insight

Ash RichardsonAsh Richardson

Managing DirectorManaging Director

What do you do as a business?

Why Salesforce?

• Workflow – not just a sales database

• Intuitive usability – training / speed of change / adoption

• In-house customisation – every week

• Market leader + AppExchange growth

What are the results / outcomes?

• Fully automated sales process

• 210 steps from enquiry to “house keys”

• Staff roles allocated against each step – clear accountability

• Workflow triggers for x-team next steps

• Tailored reports/dashboards for every internal meeting

• Company policies and “how to” knowledge as individual Solutions

• Approvals/exceptions tracked per job

• Inbound calls and internal initiatives tracked

• Transparent client “weekly” and “milestone” satisfaction call checks

• Minimal but high impact custom code innovation:

• Supplier quotes and purchasing

• Materials deliveries and build schedules

• Tracking $ variations

What would you do differently?

• Run whole business on Salesforce from the start … sales / service / support / on-selling

• Avoid systems integration … use AppExchange or stay flexible

• 100% staff adoption requires less carrot and consistent stick … audits / bonus reductions

• Start implementation with all executives … rethink processes / KPIs / information / roles / outsourcing

Ben BradshawBen Bradshaw

CEO & FounderCEO & Founder

What do you do as a business?

• SponsoredLinX provide online marketing service & advice with total solutions

• Australia’s Largest Google Partner

• We service 1000’s of businesses Australia-wide

• Develop Web & Mobile Solutions

Why Salesforce?

• No infrastructure to maintain and look after

• Salesforce are able to scale to your business needs and requirements

• Ability to lock aspects of Salesforce to Roles and Profiles

• Centralised Dashboards and Sales Figures

• Extensive API usage & supported by a wide range of third party applications

What are the results / outcomes?

• Speed & flexibility including customisation specific to our business processes

• Improved productivity for staff - which filters through to happier customers

• Improved collaboration between staff and departments

• Centralised enquiry collection from all our websites

• Better workflow from initial enquiry, right through to accounts and contacts

What would you do differently?

• Rollout Salesforce in stages per department instead of company wide

• Spend more time training staff of the benefits during Salesforce rollout

• Setup Salesforce earlier rather then later in the business life-cycle

Brian BoydBrian Boyd

CEO CEO

What does your business do?

• Assist members / clients to create their own wealth through direct property ownership

• Research and identify investment ‘hot spots’ that will provide capital growth in the medium term

• Project manage client’s investment property construction

Why Salesforce?

We require….

• Ability to make small customisations ‘in house’

• Access by my mobile sales team and sales co-ordinator

What are the results / outcomes

• Ability to access excellent reporting

• Ability to make customisations as required

• Inability to maximise Salesforce as cannot

locate a ‘local’ partner that can adopt a sales

environment within the customisations

What would you do differently?

• Map out all processes in detail prior to engaging a consultant to customise

Salesforce