A Tale of Three Teams


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A Tale of Three Teams
Track Industry Focus Communications

• Jeremy Robinson Shaw Cablesystems
• Jason Enneking Embarq
• Mitchell Strack Alltel
• Chris Morgan salesforce.com
• Frank Loiseaux-Purcell salesforce.com

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Introductions
Jason Enneking
Manager Technical Programs/Projects
Jeremy Robinson
National Manager Major Accounts
Mitchell Strack
Staff Manager Channel Support
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Jason Enneking Manager Technical
Programs/Projects
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All About EMBARQ
EMBARQ delivers a suite of leading-edge
communications services to both residential and
business customers in 18 states.

• INDUSTRY Communications
• EMPLOYEES 18000
• GEOGRAPHY United States (presence in 18)
• USERS 470 (390 Business 80 Dev. Mkts)
• PRODUCT(S) USED Salesforce CRM SFA Enterprise
  Service Support Trial of Force.com Mobile
  AppEx Dashboards AJAX Tools Mass Update
  Forecast Campaigns Solutions Cases Ideas

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Business Objectives

• Implement a EQ Standard Sales Methodology
• Provide quick visibility to the Sales Funnel
• Account Management and Planning
• Opportunity Management
• Replace Lotus Notes custom Application

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Salesforce CRM Solution

• Salesforce CRM SFA
• Standard Methodology Funnel Account Management
  Opportunity Management Replaces old System
• Utilize Professional Service
• Setup the Application
• Trained Admin
• Developed Reports
• Configured Integration
• Started a Trial in October ended with full
  deployment to 300 plus users on 12/17/07

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Embarq people
Our Team Structure
Salesforce people
Executive Sponsor
Senior Advisor / CSE
Engagement Manager
Program Manager
Project Manager
Project Manager
Business
Technical
Application Design Architect
Business Process Analyst
Technical Architect
Technical Architect
Senior/Developer
Deployment Lead
Executives Managers
Data Specialist
Data Architect
Network Specialist
Data Migration Specialist
Subject Matter Experts
Operations Specialist
Users
Curriculum Developer
Education Architect
Instructor
Instructor
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Value

• Visibility
• Marketing Product and Sales Managers all have
  more visibility to the Opportunities than ever
  before
• Retired legacy application
• Salesforce CRM is THE SINGLE tool for Sales to
  use
• Dramatic decrease in offline reports
• One Version of the Truth

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Lessons Learned

• Match Salesforce CRM and your own resources in
  parallel
• Professional Services provided more than we
  originally expected
• Forecasting module would have been worth
  implementing earlier
• Unifying incoming leads (single leads tool) helps
  agents focus on selling
• Executive sponsorship is critical
• The fun has just begun

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Jeremy Robinson National Manager Major Accounts
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Shaw Cablesystems
Shaw Cablesystems provides broadband cable
Internet and Digital Phone service to over 2.2
million customers in Western Canada.

• INDUSTRY Communications
• EMPLOYEES 9000
• GEOGRAPHY Western Canada
• USERS 200
• PRODUCT(S) USED Salesforce CRM SFA

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Business Objectives

• Provide greater visibility into our major
  accounts business specifically Multiple Dwelling
  Units (MDUs)
• Enhance our customer experience via records and
  data management
• Increase and enhance our reporting capabilities
  including pipeline management

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Salesforce CRM Solution
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Salesforce CRM Solution
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Salesforce CRM Solution
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Salesforce CRM Solution

• 200 users of Salesforce CRM SFA
• Significant customizations
• Create process to drop data from internal billing
  system into Salesforce
• Create custom objects for revenue and penetration
  data
• Business process review
• Custom reports
• Education Services
• Custom train the trainer sessions

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Our team
Shaw people
VP of Sales (Sponsor)
Salesforce people
Project manager
Project Manager (IT)
Application design architect
Project manager
Business users and SMEs
Data Specialist (IT)
Network security specialist
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Value

• New visibility and measurement of Sales
  Representatives and their targets
• Custom penetration reports provide visibility
  into best opportunities for sales - taking
  success rate from 5 to 12 in direct sales
  campaigns.
• Improvement in customer records has resulted in
  vast improvement in customer experience
• Significant value in contract management
  particularly rate increase and agreement expiry
  notifications

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Lessons Learned

• Identify resources youll need eventually from IT
  and involve them as part of the initial team
• A dedicated system administrator is a necessity
  and get them involved in the design too
• Arrange group training sessions rather than
  train the trainer.
• The faster you incorporate Salesforce CRM into
  all business processes the better
• End user input into the design of the application
  is key
• Future Roadmap Professional Services to
  integrate Salesforce CRM to new billing system
  sourcing AppExchange partners to improve Sales
  Reporting for Senior Management

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Mitchell Strack Staff Manager Channel Support
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Alltel headquartered in Little Rock Ark. owns
and operates the nations largest wireless
network. Alltels wireless footprint covers more
than half of the total landmass of the
continental United States. Alltel serves more
than 13 million customers in 34 states.

• INDUSTRY Telecommunications
• EMPLOYEES 16000
• GEOGRAPHY US
• USERS 864
• PRODUCT(S) USED Salesforce CRM SFA Customer
  Service Support Force.com Mobile 11 custom
  objects 4 downloaded AppExchange applications

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Business Objectives

• Provide visibility to enable consistent sales and
  operating processes
• Provide a robust solution to manage prospects
  through the sales cycle
• Streamline the order entry process and improve
  service levels
• Provide a flexible platform for specialized
  pricing approvals
• Territory management tool
• Campaign management tool

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Salesforce CRM Solution

• Number Seats 864 licenses
• Launched 1/1/05 Upgraded to Unlimited Edition
  on 1/1/07
• Integration Points with Information Warehouse and
  Peoplesoft
• Partner Professional Services Astadia
• Customization
• Rollout
• SFDC Professional Services
• Implementation Oversight

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Customization
Innate SFA Product Related List
Alltel Custom Product Configurator

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Alltel Team Structure
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Value

• Increased productivity
• Improved forecast tracking and accuracy
• Better insight into prospecting
• More insight into Campaign Management ROI

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Lessons Learned

• Manage the culture shock to the Sales Teams
• Include users on project team from Day 1
• Training is key!

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Roadmap for Alltel

• Split system into 2 separate orgs
• Org clone
• Mirror customization
• Data migration
• Duplicate integration points
• Testing

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The road to success
Go Live
Begin with the end in mind
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QUESTION ANSWER SESSION
Jason Enneking
Manager Technical Programs/Projects
Jeremy Robinson
National Manager Major Accounts
Mitchell Strack
Staff Manager Channel Support