@SFDCFoundation

/Salesforce.comFoundation

@SFDCFoundation

/Salesforce.comFoundation

Yale University: Fostering Campus

Communities

August 14, 2013

1% Time • Equity •

Product

500,000+

Hours Service

18,000 Non-profit

organizations

$50 M+ Grants

Featured Presenters

Lisa Hammitt VP, Marketing

salesforce.com

Dave DeMichele Cloud Architect Yale University

Colleen Whelan Director, SaaS/PaaS Practices

Yale University

Salesforce Communities Engagement Never Stops

Safe Harbor

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.

How Do You Communicate with Your Students and Alumni?

Chief Community

Officer

7 questions to become a student centric organization:

How do you listen to every Student to increase success? How do you engage on every channel?

How do you connect students to faculty? How do you service your applicants, students & alumni, when and where they need it?

How do you create and manage applicant, student, and alumni communities?

How do you create a network of jobs and career services? How do you deliver social and mobile apps that create a positive ROI?

5 6 3

4 7

1

2

Become Student-Centric with Communities

Crowd-source the best solutions /support by engaging the community of parents and alumni

Engage the entire ecosystem to increase outreach on university affairs, events and programs

Efficiently identify student and faculty needs while identifying financial and academic gaps and overlap

Leverage your alumni networks for recruiting and career opportunities.

5 6 3

4 7

1

2 Build mission success by servicing your applicants/students/alumni/ faculty/staff anytime and everywhere

Deliver student-or service-oriented apps that provide expertise and tap into millions of ‘relevant’ conversations

Deepen engagement by reaching your students/constituents across every channel

Re-imagine every student (constituent) touch point

Parent Networks Volunteer Engagement

Student application and admission

Faculty Engagement

Q&A Alumni Outreach

Program Outreach

Course Selection Onboarding

Student Services Financial Aid Registration

Students

Engagement

Records

What Challenges Do Communities Buyers Face?

Outreach •  Efficiently identifying influencers and active prospects •  Identifying successful outreach / prospecting campaigns •  Unleashing the power of your stakeholder / partner networks to expand your reach

Engagement • Engaging when, where

and how constituents need / want it

• Providing access to faculty, staff, alumni

• Providing information about events and deadlines

•  Increasing student engagement to increase retention and student success

Service • Enabling constituent

self-service / awareness

• Real-time and collaborative case resolution

• Effective peer support • Sharing resources,

ideas and content

Cases Identity Canvas Touch Customization Collaboration REST &

SOAP APIs Workflow Reporting

Communities of Any Type

1

2

3

Communities of Interest

Communities of Shared Purpose

Communities of Action

Communities is built off of the success of Chatter

Market Leadership Customer Success Strong PR Coverage

Magic Quadrant Leader

Total Economic Impact

#1 Enterprise Social Network

Technology of the Year

Innovative Company

1

2

3

4

5

MAP – Map out goals

INVEST – Invest in a community manager

BUILD – Build Community with Community

ENGAGE – Engage Hearts and Minds

MEASURE – Measure, Learn and Repeat

ENGAGE to Build Thriving Communities

FIVE STEPS TO

CREATING A VIBRANT

COMMUNITY

.

Salesforce Delivers the Requirements for a Successful Community

Social Collaboration

Branding & Customization

Business Processes

Mobile Access

Security & Reliability

Social Intelligence

Yale  University:  Fostering  Campus  Communi6es  “Academic  Hub”  Proof  of  Concept  

 Dave  DeMichele        Colleen  Whelan    Cloud  Architect        Director,  SaaS/PaaS  Prac4ces    dave.demichele@yale.edu    colleen.whelan@yale.edu                  @DaveDeMichele  

August  14,  2013  

“Academic  Hub”  Safe  Harbor  Statement  

This  presenta;on  may  contain  aspira;onal  statements,  assump;ons,  and  personal  opinions  based  on  the  results  of  the  proof  of  concept  ac;vi;es  conducted  as  part  of  the  Salesforce  Communi;es  Pilot  period.    These  statements,  screen  shots,  and  other  images  are  illustra;ve  of  the  vision  and  work  completed  over  the  course  of  a  few  months.  Names  and  some  Yale-­‐specific  details  have  been  changed  for  the  purposes  of  this  presenta;on.    

     Et  cetera,  et  cetera.  

Higher  Ed  Technology  Expecta6ons  

The technology revolution is driving expectations higher as our constituents interact with state-of-the-art consumer technology side-by-side with applications developed and supported by Yale.  Consumerized  

Func;ons  and  feels  like  systems  found  on  the  consumer  web  Personalized  

Understands  who  I  am  in  the  context  of  what  I  am  doing  Democra6c  

Intui;ve  features;  don’t  need  a  manual  to  get  started  Social  

Includes  a  useful,  integrated  social  component  Mobile  

Func;ons  effec;vely  on  smart  phones    and  tablets  

 

Exis6ng  Student  Technology  Landscape  Over 100 pages of paper forms

No standard “Community” offering to University organizations

Disconnected systems requiring duplicate data entry

Exis6ng  Student  Technology  Experience  

Historically, Yale administrative departments have developed systems to meet specific administrative needs. This often resulted in a fragmented user experience.

We envisioned an opportunity to adopt a constituent-centric perspective and create an integrated experience for students, faculty, and staff.

Student  Life  

Academic  Pursuits  Administra6ve  Responsibili6es  

Harmonized  Systems  of  Engagement  &  Record  

To transition towards a constituent-centric vision, we propose the development of a world-class system of engagement integrated with legacy systems of record.

Cons;tuents   System  of  Engagement   Systems  of  Record  

“Academic  Hub”  Proof  of  Concept  Project  

       Project  par;cipa;on  from:  

 Yale  Informa;on  Technology  Services  

 Associate  Vice  President      

 Office  of  the  Registrar  

 Deans,  Masters,  administra;ve  personnel  

 Student  representa;ves  

 

   

Short duration project (3 months) to test drive our concept and the emerging Salesforce Communities platform.

Academic  “Hub”  Proof  of  Concept  Vision  

Enable an one-stop shopping experience for academic administrative tasks and processes. Create an interactive “Common Room” to transact and interact.

         Improve  flexibility  in  ini;a;ng  many  of              the  manual  administra;ve  processes  and              student  requests.  

         Increase  and  visibility  and  progress  tracking              of  requests.  

         Promote  collabora;on  and  an  enhanced              user  experience.  

Facilitate  Ac6ons,  Content,  and  Communi6es  

                                                             

University  

Courses  Ac;vity            

Semester  Arrival  Onboarding  Acceptance  April   May   June   July   Aug   Sept   Oct   Nov   Dec  

                                                             

Classes  

                                                             

Student  

Ac;ons  

Content  

Communi;es  /  Groups  

New  Student    Timeline   Onboarding  Ac;vity  

         

Admin  Ac;vity            

                                                             

Assigned  

                                                             

Elec;ve  

Illustra(ve  Scope  

Yale  Academic  Hub  Proof  of  Concept  Demo    

   

DEMO  

Yale  Academic  Hub  Proof  of  Concept  Demo    

   

DEMO  

       Tech  Stuff:  

 2  months  development  ;me  by  single  experienced  

programmer    

   -­‐  No  prior  Apex  experience.  

   -­‐  Would  have  taken  much  less  ;me  with  an  experienced  

 programmer!    

 Community  is  a  combina;on  of  out-­‐of-­‐the-­‐box  widgets  and  

tabs  as  well  as  custom  Visualforce  pages  and  Apex  code  

     

   

   

As we progressed through the development of the Academic “Hub” Proof of Concept, we realized the power and possibility of creating multiple, inter-connected communities.

Administra6ve  Responsibili6es  

Academic  Pursuits  

Student  Life  

Mul6ple,  Inter-­‐connected  Communi6es  

Administra6ve  Responsibili6es  

Teaching/  Learning/  Research  

Engagement  

Administra6ve  Responsibili6es  

Engagement  

Giving  

Engagement  

Students  

Faculty   Alumni  

Staff  

Ques6ons?    

   

Thank  You    Dave  DeMichele        Colleen  Whelan    Cloud  Architect        Director,  SaaS/PaaS  Prac4ces    dave.demichele@yale.edu    colleen.whelan@yale.edu                  @DaveDeMichele