How to Create an Amazing User Experience

Shane Jay HayesChief Information OfficerNet Claims Now@shanejayhayes

Jonathon MoodyVP OperationsVersature@jonathonmoody

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 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.

Safe Harbor

Jonathon MoodyVP OperationsVersature

Versature

COMPANY• Coast-to-Coast (6k Miles)

>1000 Companies• 100% Canadian Based• Pure Play

PRODUCT• Cloud based

business phone service

• Premium service• Evolved to meet

client needs

CLIENTS• Only Businesses• Generally 10-100

Staff• Originally early

adoptersbut now mainstream

BusinessSilosComplexity DataSilos

Versature Evolution

Sales Cloud (5 Years)• Quoting• Reporting/forecastingService Cloud (3 Years)• CasesPlatform (3 Years)• Misc: Phone numbers, Regulatory, Inventory, etcAppExchange (2.5 Years) • Billing using ZuoraMarketing Cloud / Pardot (10 Months)• Search Optimization, Email Drip

Making the Leap: Many Small Steps, One Giant Leap

Matches VP Ops Role• Strategy• Growth• Planning

Reporting• Connected• Actionable

A Single Silo: VP Operations

Premium Product• Not self-serve• No excuses• Client life-cycle in critical• Need information to deliverGarbage In > Garbage Out• Team needs to use and engage with

Salesforce• Team needs to understand the “why”• Salesforce must benefit each staff

Our Team is our Product

Versature’s 3 Tips to Create an Amazing User Experience

#1SINGLE

PLATFORM

#2RESPONSIVE

ADMINISTRATION

#3YOU ARE NOT

AN ISLAND

“If it isn’t in Salesforce it doesn’t exist”• Teams find each others data• See outside their own area• Use Apps for functionality outside the coreNo Excel Exports• One way road out• Enable users to create their own reports

Create objects to track everything!• Misc: Phone numbers, Regulatory, Inventory,

etcProcesses• Once in Salesforce creating workflows,

handoffs, business processes is second nature.

• Automation is king!

Versature’s #1 Tip to Create an Amazing User Experience Single Platform

Versature Example: Inbound Call• Call comes in to technical team• Case is opened and problem addressed

• Work is tracked and the case closedRequests new equipment/service

• Pricing is looked up, quoted (if needed)• Docusign quote is signed (if needed)• Client is billed for change• Change is made, equipment is shipped• Drip is engaged with tips for new product

Past invoice question comes up• Invoice is located and opened (PDF)• Question is answered

Versature’s #1 Tip to Create an Amazing User Experience Single Platform

Add fields, create new options in drop downs• Good data comes from accurate options• Accurate options from living systemsReward Feedback• Quick changes will encourage usage and feedbackCreate objects to track everything!• Misc: Phone numbers, Regulatory, Inventory, etc.Processes• Once in Salesforce creating workflows, handoffs, business

processes is second nature• Automation is king!

Build it and they will come… Responsive Administration

Versature’s #2 Tip to Create to an Amazing User Experience

Example: Demo Phone ManagementConnect Sales > OnBoarding > Inventory > Management > Marketing

Salesforce to lead business change (not chase!)

Versature’s #2 Tip to Create an Amazing User Experience

Use Resources!Local User Groups• Hear how others address issues • Think differently• Step back and see the forest through the treesPartners• They have likely done it beforeAppExchange• Browse, learn what others are doing• Find solutions to problems you do not yet have• Videos and introduction for most AppExchange Apps.

Learn from others, you are not alone

Versature’s #3 Tip to Create an Amazing User Experience

Lessons Learned and Applied:• Billing: Zuora• Chatter: Swarms• Surveys: Many• Gamification: LevelEleven• Esignatures: Docusign• Popup Notifications: Riptide• Document Generation: Conga• Gmail Integration: Cirrus InsightThey have all contributed to our experience, processes, look, feel, approach even when not a client.

Learn from others, you are not alone

Versature’s #3 Tip to Create an Amazing User Experience

Versature’s Results

QUOTE ACCEPTANCE

Before

3days

After

25%ofquotessignedinlessthan1hour

Averagelengthoftimetosign:3hours

SUPPORT CASE TRACKING

Before

CaseOpening<50%

After

Nearly100%CaseTrackingRate

PLATFORM SUPPORT

Before

DedicatedDevelopmentStaff

After

Developmentresourcere-focusedonrevenue

opportunities

Thank you