Een kennismaking met het bedrijf en de producten

Samengesteld door Richard ClaassensArchitectuur

Bijeenkomst Platform Architectuur ProductenDatum 14-02-2012

In June 2004, the company went public on the New York Stock Exchange under the stock symbol CRM, raising US$110 million

1999 2004 2012

Over Salesforce.com

The Company was founded in March 1999 by former Oracle executive Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez as a company specializing in software as a service (SaaS). Harris, Moellenhoff and Dominguez, three software developers previously at Clarify, wrote the initial sales automation software.

Type public company (NYSE: CRM)S&P 500 Component

Industry On-demand softwareFounded California 1999Founder(s) Marc Benioff

Parker HarrisHeadquarters One Market Plaza

San FranciscoKey people Marc Benioff

(Chairman & CEO)Parker Harris(Exec. VP of Technology)

Revenue ▲US$1.657 billion (FY 2011)Operating income ▲US$97.50 million (FY 2011)Net income ▲US$64.47 million (FY 2011)Employees Approx. 6,000 (2011)Website salesforce.com

Marc Benioff Parker Harris

Oprichting tot nu

Estimating: the revenue per paying subscriber per month is around $60

Over Salesforce.comEigen ontwikkelingen in combinatie met oplossingen door acquisities

How has Salesforce gone from small web based CRM to a market powerhouse in 5 years?  By spending cash! And not just on development of new features but by acquiring a stable of companies that compliment their company’s vision and strategy

Multi-tenant kernel

The vision:Making business applications as easy to use as Amazon.com

At the heart of salesforce.com’s success has been its multi-tenant model. This software architecture approach is ideally suited for the on-demand market and supporting a multivendor integration and distribution environment

Two key benefits for the cloud provider

▲Efficiency and Sustainable Scalability:With a multi-tenant architecture, cloud providers have the ability to ensure the lowest cost of service delivery. Because practically no new software resources are required for each incremental customer, the cost of on-boarding a new customer begins to approach zero at full scale, resulting in ever-increasing marginal revenue associated with each new customer .

▲Dramatic reduction in operational cost and complexity over the product lifecycle Since application upgrades can be applied to all tenants by simply upgrading the single instance of the application, the cost savings fall directly to the bottom line.

0.2 0.03

1.35

CO2 Emissie - gram CO2 per transactie

On-premise Software

Wattuur per transactie statististieken zijn omgerekend naar gram CO2 per transactie

90% reductie

Multi-tenant kernel | een van de voordelen

►Een lage footprint

2011 ► 7,500 transactions per second.

Chatterbesloten sociaal netwerk voor het bedrijf

Sales Cloudverkoopteam automatisering en contactbeheer

Service Cloud klantenservice en -ondersteuning

Radian6monitoren van en betrokken zijn bij sociale media

AppExchangemarktplaats voor bedrijfsbrede cloud computing-applicaties

touch.salesforce.com app’s creëren op touch devices voor alle Salesforce en oorspronkelijke Force.com apps.(HTML5)

Open APIs Het aanroepen van functionaliteit vanuit andere applicaties op basis van de protocollen SOAP & REST en data formats XML & JSON

*)A polyglot is a computer program or script written in a valid form of multiple programming languages, which performs the same operations or output independent of the programming language used to compile or interpret it.

Platform overzicht 2012

Force.comapplicatie-ontwikkeling op maat in de programmeertaal APEX.

Database.com een enterprise cloud database

Herokueen agile polyglot*) programmeer and hosting platform voor programmeertalen: Ruby, Node.js, Clojure, Java, Python, and Scala

Data.com een database met actuele, downloadbare en volledige bedrijfs- en contactpersoongegevens. Deze database is beschikbaar direct vanuit de Sales Cloud.

Platform overzicht 2012 | Service cloud

Agent Chat Is een privé en veilig sociaal netwerk van uw bedrijfmedewerkers. Agents kunnen op allerlei lagen en met experts samenwerken in het bedrijf.

KnowledgeHet is een bedrijfsbrede knowledge base die gebruikt maakt van dimensietechnologie voor het vinden en leveren van antwoorden op maat aan klanten in elk kanaal.

Social communitiesHet faciliteren van sociale communities waar klanten elkaar kunnen helpen.

SearchZorgt ervoor dat uw klanten antwoorden vinden als ze op internet zoeken.

PartnersKlantenservice functionaliteit en data aan partners beschikbaar stellen om gezamenlijk de klant te kunnen bedienen.

Contracts & entitlementsContracten en rechtenBewaakt interne reactietijden om aan de SLA te kunnen voldoen waar een klant recht op heeft.

Emaile-mailtools om email naar agents te distribueren en efficiënt te beantwoorden.

Call scriptingVisual scripts om Callagents bij het geprek met de klant te assisteren en voor workflows om werkzaamheden tussen medewerkers te coördineren.

Dashboard & reportsDashboard en rapportages op basis van real-time data.

Social Monitoringmonitoren van conversaties op Facebook, Twitter, YouTube, LinkedIn, blogs en online communities, sociale profielen van uw klanten en ondersteuning van cases in sociale media.

Contact CenterEen allesomvattende user interface voor de agent waarbij het kanaal niet meer centraal staat. Telefonie, chat, email worden allemaal door dezelfde medewerker behandeld en kunnen worden gecombineerd

Social analyticsReal-time inzichtenvan conversaties op Facebook, Twitter, YouTube, LinkedIn, blogs en online communities.

Platform overzicht 2012 | Infrastructuur eigenschappen en onderdelen

*) VMforce is an enterprise cloud for Java developers and is jointly delivered by salesforce.com and VMware

*)

Platform overzicht 2012 | Infrastructuur

Ou

rIn

frastructu

re

Metadata

Multi-Tenant Application Code BaseApex Multi-version Virtual Machine

Yo

ur C

od

e

Java-like syntax

Strongly typed

Transactional

Object Oriented

Collections

Database-focused

Schema Aware

Governed

Secured

Testing

Visualforce is a framework that allows developers to build sophisticated, custom user interfaces that can be hosted natively on the Force.com platform. The Visualforce framework includes a tag-based markup language, similar to HTML

Apex Code is designed explicitly for expressing business logic and manipulating data, rather than generically supporting other programming tasks such as user interfaces and interaction. Apex Code is therefore conceptually closer to the stored procedure languages common in traditional database environments, such as PL/SQL and Transact-SQL

Spring'12 is the 38th major product release in 13 years

Platform overzicht 2012 | Infrastructuur

No Customers left behindEvery customer on the latest version of salesforce.com

All Customizations Upgraded Automatically

Break fix errors

End user experience enhancement with 146.8 release

Planned 146 release

Example

Unscheduled on as needed basis

Weekly for first 3-4 weeks after major releaseEvery other week there after

Approx 3 - 4 per year

Frequency

(No Downtime)

Wednesday evening

(No Downtime)

Friday night, Saturday(North America)

TYPICAL Time of the week

Fix production vulnerabilities

Bug fixes or minor functionality enhancement

Significant new functionality and enhancement

Release objective

E Release

Patch/Dot

Major

Release

• Coding. The heavy lifting of application development is reduced by 78%, savingb1.36 FTEs. While Force.com does provide a procedural language (Apex) similar to Java for the development of custom application logic, the polymorphic characteristics of Force.com allow much of an application to be developed through configuration setting rather than code. This accounts for the dramatic reduction in coding time.

• "Configuration. 25% of the companies responded that configuration time was essentially zero (reduced 60% overall).

• Assembly and integration. As with coding the simpler development structure supported with tools reduced requirements for assembly and integration by 81%.

• "Deployment. Deployment effort was essentially reduced to the push of a button.

Force.com | productiviteit van het ontwikkelplatform

Sprint

Level3AboveNet

MCI

Edge Routers Edge Routers

EquinixExchange

SiSi SiSi

Server VLAN Switches/Firewalls

RedundantLoad Balancers

RedundantFirewalls

RedundantCore Switches

NTT

Data centers en netwerk

• Carrier-class and carrier-neutral model: multiple transit vendors

AboveNet

MCI

Level 3

NTT

Equinix Exchange

Sprint

• Multi-gigabit IP transit for external customer service

• Lightning-fast performance worldwide

Data centers located at core Internet hubs

Access to thousands of global Internet peering points delivering global high performance access

Private peering with key carriers and partners (15+)

• MPLS/VPLS based backbone

Enables near real-time replication for availability and disaster recovery

Dec 15 2011Salesforce.com's first data center in Japan

Challenge

•The Japan Post Network has 24,000 post offices nationwide and is Japan’s largest bank, with 100+ million clients

•Privatized in 2007, Japan Post needed technology to streamline business processes and compete in new markets with minimal IT resources

•The company also needed to create an exclusive system for the newly established Japan Post Service Company that integrated the systems of the three existing companies: Postal Savings, Postal Life Insurance, and Postal Service

•The new platform had to support 6+ million insurance policies for Japan Post Insurance and 14 billion mail packages annually for Japan Post Service

Solution•Chose the Force.com cloud platform for its ability to adapt to Japan Post’s business, its fast deployment, and its popularity with users•Built 15 custom applications for banking, insurance, and mail business•New applications included:•A retail banking compliance application•A customer inquiry management application•Applications can be accessed from any of the 24,000 offices•Made extensive use of custom objects, Force.com code (Apex)•The interface and tabs can also be easily customized, even after deployment

Case : Japan Post Network

Results•Achieved a 360 view of the business for more-accurate business assessment and planning•Declarative development environment enabled rapid development•Real-time reports and dashboards track key performance metrics and provide transparency into the process•Management now has real-time visibility into business processes using reports and the dashboard

Japan Post Network builds 15 custom apps for 75,000 users at 24,000 post offices on Force.com