Portal ManiaAdministrators

Darren Kemp: salesforce.comAmee Cooper: VMwareMatt Brady: TransUnion

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Darren Kemp

salesforce.com

What are we talking about today?

Portals Functionality Overview

Implementation Approaches

Approaches to Adoption

Evolving Your Portal / Effective Change Management

What’s coming your way?

Q & A

Reality Check: What is a Portal?

“A door or opening”

“An opening in the walls of a building… and especially a grand entrance to an important structure”.

“…IT deals with the use of computers to store,

manage and communicate information quickly, efficiently and securely”.

A portal is a gateway to your most important structure, your information.

Portals are everywhere!

Web portals on the internet – Multiple services/applications in a single site

Enterprise Portals on company intranets– Internal sites to access company resources

(corporate directories, HR forms, vacation

requests, helpdesk tickets, etc.)

Why are companies using portals?

Reduce Costs– Drive more interactions to the web– Free up resources to focus on your top

customers and partners

Increase Revenue– Provide an exceptional customer experience– Increase collaboration with your partners– Consistent and improved communication driving

everyone’s SUCCESS

Salesforce.com Portals

Partner Portal

Customer Portal

Self-Service Portal

Self Service Portal for Service & Support

Case Management and Knowledge

Base/Solutions

24/7 support offering

Part of your overall customer

experience and web offering

Included with Professional Edition

and above

On demand self service

Customer Portal for Support and more…

Advanced Case Management and Knowledge Base/Solutions

Exposure of custom objects and applications Full customization features: Apex, mashups,

web tabs, VisualForce Support of multiple customer portals, account

hierarchy & sharing rules Customizable home page and branding Personalized customer experience Available in Enterprise and Unlimited Editions

Web 2.0 for the next generation

What’s Coming for Customer Portal?

Ex.: Solving Problem Now

One Flow for Questions and Cases. 

One Flow that integrates Community and Customer Service. 

What’s Coming for Customer Portal? Ex.: Solving Problem with one Flow

Partner Portal for Channel Effectiveness

Collaboration with your top partners Lead generation, accounts,

opportunities and documents Greater insight into channel

performance Reduce Channel Conflict Increase Partner Productivity

On demand Partner Relationship Management

What’s Coming for Partner Portal?

Summary: Salesforce.com Portals

Self Service Portal

Customer Portal Partner Portal

Availability Professional Edition and above

Enterprise and Unlimited Editions

Enterprise and Unlimited Editions

Object Sharing Cases, Solutions

Cases, Solutions, Activities, Assets,

Documents, Custom Objects, Approvals

Leads, Accounts, Opportunities,

Documents, Custom Objects, Approvals

Multiple Portals

Pricing IncludedAdditional Licenses Required (per user

basis)

Additional Licenses Required (per user

basis)

Please contact your Account Executive for detailed features and pricing.

Amee Cooper

Manager

Adoption, Change Mgmt, & Training

Field Automation and Services Team

Who We AreVMware (NYSE: VMW), the global leader in virtualization and cloud infrastructure, delivers customer-proven solutions that significantly reduce IT complexity and enable more flexible, agile service delivery. VMware accelerates an organization’s transition to cloud computing, while preserving existing IT investments and enabling more efficient, agile service delivery without compromising control. With more than 190,000 customers and 25,000 partners, VMware helps organizations of all sizes lower costs, preserve freedom of choice and energize business through IT while saving energy—financial, human and the Earth’s.

• Founded 1998• Employees: more than 8,200• 2009 Revenue: $2 billion, 5th largest infrastructure software

company• Market Category: Virtualization and Cloud Infrastructure• Products Used:

• Deployed: PRM, CRM • Deploying: Service Cloud• Current Partner Central Usage: 25,000+ Partners, 2,000+

Internal Users

Desire to Improve Ease of Doing Business with VMware

275% growth in Partners from prior year

Corporate Initiative to re-launch Partner Programs

Flexibility to meet yet unchartered needs

Business Driven Project

Ease of Administration

Reliability

Why we needed a new portal vendor

Our Vision: Improve Ease of doing Business with VMware

“One Stop Shop”

Integrations with Oracle EBS, BI, CCI

Personalized, Targeted Content Delivery

Recruit

Enrollment / Registration

Program Management

Competency Management

Develop

Training & Certification

Incentive Programs

Lead Distribution

Deal Registration

Grow

Progression

Competency Achievement

Market Specialization

Partner Locator

Plan

Business Planning

Marketing Development

Fund

Retain

Compliance

Renewal

Our Implementation Timeline2009

Q1 Q2 Q3 Q4

Phase 1

Partner AccountsPartner UsersPartner ProgramsPartner LocatorContentCustom Group Administration SolutionReports / DashboardsIntegrations / SSO Learning Mgmt Solution Partner Rebate Payment Application MDF, Leads, OppReg (Legacy Solution) Downstream Back office Applications

Phase 2

LeadsOpportunity RegistrationAdditional Reports / DashboardsIntegrations / SSO MDF Reporting DBs Marketing Generation Tool

Winter ‘09

Partners: 22,000 Partner Users: 128,000 Internal Users: 2,000+

Our Solution: SFDC Partner PortalTabs

displayed based on Program,

GEO, Individual

Content is managed

and delivered via custom

solution

Our Solution: “One Stop Shop”

Partner University

links to Learning

Mgmt Solution

Look and Feel is supported

throughout Portal – whether SFDC or other Application

Our Solution: SFDC Sites

Our Solution: SFDC Cases

Partners can log a Support

Case from Portal

Partner logs

Case

Workflow routes

appropriate Support

Team

Resolve Partner Issue

Partner can trac

k Case progression via Portal

Key Success Factors / Lessons Learned

Senior Management support and participation

Partner Participation should be throughout the entire

Project lifecycle

Keep objective foremost in mind

Select System Integrator expertise specific to needs

Keep it simple

Build excitement with realistic expectations

It takes a village…

Adoption / Feedback

75%Increase of logins by Partner Users

Partner participation in education, benefits, entitlements,

and program promotion increased dramatically

Partner quotes:

The new Partner Central is the best vendor website /

tool to date.

To the guys that designed the new Partner Central.

That search engine with filtering is priceless.

FieldOps

Teams

Qualification Process

Project(s)Project(s)Project SDLC

Project(s)Project(s)Maintenance

Releases(Bugs, Quick Wins andMinor Enhancements)

Support & Maintenance

Track

Weekly/bi-weekly releases

Quarterly/major releases

Enhancementsor

Ideas

Production Issues

Business Strategy Drivers

Submission Qualification/Prioritization Execution

Project Track

Change Management Lifecycle

July 2009Partner Central – Infrastructure, Programs, Partner Locator

SFDC Eco-System Evolution

November 2009Partner Central – Entitlements

May 2010Sales Force Automation

COMING SOON: Spring 2011Services & Support

Director, Sales Automation

Matt Brady

Who We AreTransUnion is a global leader in credit and information management. For more than 30 years, we have worked with businesses and consumers to gather, analyze and deliver the critical information needed to build strong economies throughout the world.

• INDUSTRY: Financial Services

• EMPLOYEES: 3,000

• GEOGRAPHY: Global

• # USERS: 625

• PRODUCT(S) USED:

• Sales Cloud (Marketing, Sales, Analytics, Workflow)

• Service Cloud (Call Center, Customer Portal, Email,

Partner Portal, SF-to-SF, Community)

• Custom Cloud (Apex, VisualForce, Sites, Content,

numerous custom applications)

Streamline Customer Registrations

Business drivers:

Allow applicant to sign agreement packet electronically

Simplify applicant process to submit paper documents

Solution options:

Manual / In-Person

Mail / Fax

Online / Electronic

Customizedstyle sheet

Applicant portal

Dynamiccontent

Applicant portal

Applicant portal

Multi-page “wizard”

Applicant portal

Fieldvalidations

Applicant portal

Loopinglogic

Applicant portal

Gatedprocess

Applicant portal

Efficientchoices

NEW

Applicant portal

NEW

Applicant portal

NEW

Applicant portal

Expedited response

NEW

Applicant portal

No morefax machine!

NEW

Internal CRM

NEW

ExternalService

Integration

Automated Signature Tracking

Internal CRM

NEW

Integrated Document

Storage

Internal CRM

NEW

Streamline Customer Registrations

Direction:

Enhanced Customer Portal with online signature tool

Converted fax machines to online fax accounts

Lessons Learned:What How

Usability testing Leveraged sandboxes

Live, general training Conducted webinars

On-demand, focused training Created screencasts

Satisfaction tracking Automated surveys

Results

Sales: cycle times, visibility

Operations: centralized, robust

IT: capacity, focus

1 week 1 week 1 week 1 week

14 days>50% reduction

$75K -- $200K savings

Streamline Customer Registrations

Darren Kemp

Principal Support Account Specialist

Amee Cooper

Director - Sales Automation - SFA / CRM

Matt Brady

Director - Sales Automation - SFA / CRM

Question & Answer

Describe the different Portal Offerings

Plan, Plan, Plan

Empower your users

Evolve your Portal

Gear up for what’s coming!

Key Take Aways

D I S C O V E R

Visit Customer Success Team at Campground

Discover

Training

Learning Paths

Experience

Product

Demos

Learn about Customer

Resources

the products, services and resources

Meet Success Experts

S U C C E S S

Find us at the Customer Success Team area of Salesforce.com Campground at Moscone North

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