communities & dreamforce key takeaways

Communities & DreamforceKey Takeaways

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8:15am – 9:00am: Breakfast and Check-in

9:00am – 9:30am: Introductions and Dreamforce Recap

9:30am – 10:00am: Communities Update

10:00am – 10:30am: Q&A and Wrap Up

Agenda

Dreamforce Recap

McLure Foote, Regional Vice President, Salesforce

• Salesforce Analytics Cloud

• Salesforce1 Lightning Connect

• Salesforce Community Cloud

Product Announcements

Dreamforce 2014 Highlights

http://youtu.be/cRo96H-maeA

http://youtu.be/cRo96H-maeA

Analytics Cloud

Insight for Everyone

All Data Connected to

Salesforce

Cloud Speed & Scale

Explore Data on Any

Device

As Flexible as Your

Business

Get Answers,

Instantly

No Experts

Required

Share Insight to

Drive Business

Collaborate Across

Your Company

19X Higher

Profitability

Salesforce1 Reporting

Data in Salesforce

Single business process

Point-in-time status

“Analytics gives anyone in the company

answers to any question from multiple

business apps, databases and big data.”

“Gives sales, service & marketing teams

the ability to track & measure execution

in Salesforce”

Analytics Cloud

Multiple data sources

Across business processes

Current, historical & big data

Salesforce1 Lightning

Lightning: The Next Generation of the Salesforce1 Platform

Lightning App

Builder

Lightning Process

Builder

Lightning Community

Builder

The fastest way to build mobile apps

Lightning Components

Salesforce1 Lightning: The Next Generation of the Salesforce1 Platform

NEWIntroducing: Salesforce1 Lightning App Builder

Drag & DropBuild with standard and custom

Lightning Components

Any DeviceDesign apps for every screen

from one canvas

Easy for anyone to build apps faster

Introducing: Salesforce1 Lightning Connect

Fast Point and click integration in minutes

Real-time External data by reference – not copied

ExtensibleThe full power of Salesforce1 Platform behind external data

The fastest, easiest way to integrate any data source with Salesforce

Legacy Data

But Apps are Still Disconnected from Legacy Data

Custom Apps

Partner Apps

Employee Apps

Customer Apps

Salesforce Community Cloud

Salesforce Community Cloud UpdatePresented by Eric Scheel, CTO – Magnet 360

Eric Scheel

Chief Technical Officer

Magnet 360

Create a Thriving Community

ENGAGEMENT FOR OUTCOMESM a g n e t 3 6 0

/// Partner Since 2004

/// 2,000+ Platform Projects

/// 140+ Certifications

/// 9.0 Customer Satisfaction Score

CHICAGO | MINNEAPOLIS | NEW YORK | LOS ANGELES

Use to

introduce a

demo, video,

Q&A, etc.

Connected: Integrate any data, record,

or app into the community

Mobile: Build rich, consistent member

experiences for any device

Fast: Quickly and easily get your

community up and running

S A L E S F O R C E E X P E R T I S E

Partner

FacingContractor Self

Service

Advertiser

Production App

Supplier Portal

Field Service

Parts Supplier

Community

Airline

Registration App

Partner Broker

Community **

Agency

Collaboration

Employee Facing

Employee

Collaboration

Employee

Intranet

Recruiting &

Stock Plans

HR Help Desk*

Healthy Workplace

Employee

Intranet

60 HR Apps +

Social Intranet

Employee

Intranet

Customer

Facing

Gas Station

Retail

Doctor Portal

Travel Agent Self

Service

Student

Admissions App

Restaurant

Distribution

Inventory

Management

Consumer Self

Service

Retail

Distribution

• One of the earliest branded

communities on Force.com.

• Key element in turnaround at

Starbucks over the last five

years.

» 150,000 ideas submitted

» 2 million votes

» 250+ ideas were implemented

My Starbucks Idea

Key partner engagement tool

Post challenges and briefs for

innovation opportunities

Create direct connection

between General Mills and

partners

Connected to internal

resources and processes

General Mills Open Innovation Network

20,000 ideas in the first month

Each month, one employee is

recognized and rewarded by

management for idea submission

Improved employee loyalty through

visibility into ideas and action

The Home Depot – Driving Internal Innovation

Employees

Large public facing community

Customers, employees and

experts community

Advocate Engagement

Search Engine Optimization

The Home Depot – Driving Engagement

HomeOwners

Contractors Employees

Integration with Live event and

streaming video

Topic discussions pre and post

event

Legal and Regulatory Workflow

Medtronic – Connecting Doctors and Nurses with Experts

Medtronic – Live on Give On

Options to Create Communities

Salesforce1

(Internal Communities)

HTML5 and Native

Responsive Website

Templates

Mobile SDK

Native IntegrationsResponsive Website

Visualforce

Website - Responsive Templates

KB, Cases, Q&A,

Gamification

KB, Cases

with Images

KB, Cases

Use to

introduce a

demo, video,

Q&A, etc.

Customization: Component-based UI

Responsive: Build once, deploy everywhere

Platform: Build on the Salesforce1 platform

Access to Chatter: Feed first!

Responsive - Visualforce

Use to

introduce a

demo, video,

Q&A, etc.

Out of the Box: Configured based on community tabset

HTML5 and Native: On web or leverage native features

Access to Communities: Switch among communities

Access to Chatter: Feed first for users on the go!

Salesforce1 (Internal Communities)

Use to

introduce a

demo, video,

Q&A, etc.

Customization

Native, hybrid, or responsive

Multi-platform

Build for iOS or Android

Integration

Integrate with apps and the S1 platform

Mobile SDK

Honeywell… The Connected Contractor

http://www.magnet360.com/2014/10/14/magnet-360-story-honeywells-lyric-thermostat/

http://www.magnet360.com/2014/10/14/magnet-360-story-honeywells-lyric-thermostat/

/// Implemented a Salesforce community allowing contractors to access thermostat data to proactively follow up with customers for service and support.

/// Built the foundation for Honeywell’s universally-connected smart home.

/// Executed the first release in 90 days, with updated releases quarterly over the past two years.

Honeywell… Connecting consumers to HVAC Professionals

Use to

introduce a

demo, video,

Q&A, etc. Live Demo

Community Maturity Model

2 – Presence

•Stake your claim

•Direct partner and

customer

engagement

•Create feedback

loops

1 – Planning

•Listen & Learn

•Develop business

case

•Internal cultural

alignment

3 – Engagement

•Dialog Deepens

•Internal Users Engage

(Sales, Support,

Product Development,

Marketing)

•Profile / Identity

aggregation

4 – Formalized

•Organized at scale

•Global coordination

•Governance

•Optimized at scale

5 – Strategic

•Across enterprise

•Employee, partner

and customer

•Consolidation of

sites and channels

Functionality ExtensiveLimited

Bu

sin

ess I

mp

act

Hig

hLow

6 – Converged

•Community embedded

into products, services

and processes

The Collaborative Economy

• Company as a Service

• Motivate a Marketplace

• Resell

• Co-Op

• Share

• Provide a Platform

• Co-Ideate

• Co-Build

• Co-Market

• Co-Sell

Driving Communities ROI

Increase sales:

• Engaged customers in communities spend 19% more (University of Michigan 2013) • 55% of consumers would pay more for a better customer experience

• GE found engagement online resulted in a 15% increase in sales

Decrease costs:

• 10% case deflection providing $2.5M in savings

• Support can handle 3.8 issues simultaneously online vs. 1.2 over the phone.

• 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user

interfaces, and multiple applications

Build brand advocates (get closer to your customer/partner):

• 78% of community users 'research a problem' as part of their buying lifecycle

• 24x more conversations happen in a community than on social channels

• 11% share to other social networks via community (Facebook, Twitter, etc)

•2.3B social users by 2017

Community Revolution

Engage in a whole new way

Employees

HomeOwners

Contractors

Engage experts

Deliver self-service

All on mobile

•Create communities of action

Reimagine Customer & Partner Engagement

Connect

Smarter

Connect

Faster

Connect to

Business

1:1 content Analytics CommunityTemplates

BusinessIntegration

ActionsModeratorConsole

MAGNET 360 MemberEngage SOLUTION

MemberConnect: Engagement

EmailPhone Self-serviceMobile CommunitieseCare Social CareFace-to-face

Connected

Member

MemberConnect ENGAGEMENT Platform

Personalized

Marketing and

Member Nurturing

Experience

Member Self Service through single Web/Mobile portal

Omni-channel Service Console integrating backend Member

Sales, Service, Wellness & Billing

Makana Health - Individual Member Engagement Experience

Jane Smith, prospective member, tweets for more information on health plans.

Social conversations are routed based on rules in Radian 6.

Jane connects to Makana Community for more information.

Jane begins her customer journey with Makana Health.

Makana listens for Active Internet Mentions via Radian 6.

Makana engages in a social conversation via Service Cloud Console.

Does anyone have a

recommendation for

health insurance

providers?

DEMO VIDEO

Key Takeaways

Salesforce1

(Internal Communities)

HTML5 and Native

Responsive Website

Templates or Visualforce

Mobile SDK

Native Integrations

Use to

introduce a

demo, video,

Q&A, etc.

Demo of Responsive Community TemplatesStephen Hsu

Basic Slide Layout

Out of the box

HighlyCustomized

Employee & B2B Use Cases

B2C Use CasesWhich Option Should

You Choose?

Basic Slide Layout

Portals to Communities: A History

Spectrum of Customization Options

BASIC

Salesforce Tabs UI

Logo

Header & Footer

Background colors

Basic branding / theming

Email

Salesforce1 mobile app

S1 PLATFORM


ADVANCED

Visualforce pages

Apex code

SOAP API

Chatter API

Mobile SDK

S1 PLATFORM

BASIC

Salesforce Tabs UI

Logo

Header & Footer

Background colors


Email



S1 PLATFORM

ADVANCED

Visualforce pages

Apex code

SOAP API

Chatter API

Mobile SDK?BASIC

Salesforce Tabs UI

Logo

Header & Footer

Background colors


Email


COMMUNITY CMS

WYSIWYG

Community templates

Component libraries

Drag-and-drop Interface

Granular branding / theming

Custom Reg / Login pages

Responsive Design


S1 PLATFORM

BASIC

Salesforce Tabs UI

Logo

Header & Footer

Background colors


Email


ADVANCED

Visualforce pages

Apex code

SOAP API

Chatter API

Mobile SDK