UK Communications Industry Architecture Summit 30 September 2015 London 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 Summit Agenda Topic Schedule Breakfast 08:30 – 09:00 Welcome 09:00 – 09:15 Graham Rowe, Senior Director, Solution Engineering Building a Customer Success Platform for Communications Chris Bauschka, Snr Director,Salesforce Industries, Telecommunications and Media 09:15 – 10:00 Break 10:00 – 10:15 Reinventing BSS/OSS Architecture using Salesforce – A Customer Story 10:15 – 11:00 Guido Roda, CIO, Fastweb Future Digital Service Provider – New Business Models Erik Meijer, Strategy GPM, Deutsche Telekom AG Developer Garden 11:00 – 11:45 Break 11:45 – 12:00 Architects Round Table discussion 12:00 – 13:00 Building a Customer Success Platform for Communications Chris Bauschka, Senior Director, Salesforce Industries, Telecommunications and Media, Salesforce Agenda • Use a Platform of Engagement • How Operators are Using Salesforce as a Platform • How we are Adapting Salesforce for Communications • The TCO Benefits of the Salesforce Cloud Customers Expect Simpler Experiences Know me Give me control Help me as a team Adapt to my situation Streamline the Subscriber Ordering Journey Lengthy & Complex Ordering Process Fast & Intuitive Ordering Process Ordering Silo’d by Channel Omni-Channel Ordering Experience Order Errors Ensure Lead to Costly Rework Accurate Orders Ensure Flow-Through Activation Simplify the Subscriber Service Experience Swivel-Chair Access to Customer Data Unified Access to Customer Data Long Handling Time Rapid Call Handling Time Repeat calls and call transfers First contact resolutions Systems of Record Simply Cannot Deliver Effortless Customer Experiences Technology focused on internal operations, not engagement Systems of Record Billing Order Management Internal Focus Provisioning Service Assurance Product Master Content Delivery – Content Management – Infrastructure WFM A Platform of Engagement Enables an Omnichannel Experience Cloud Mobile Social Customer-centric Agile Powered by data science Data Science Platform of Engagement Systems of Record Billing Order Management Retail Indirect Channel Direct Sales Provisioning MDU Call Centers Service Assurance Field Self Service Social Techs COM Care Product Master eCare Communities WFM Apps Salesforce Communications Data Model Oppty Lead & Opportunities Split Customer and Account into two entities Contacts Profile Profile Contacts Dealer Dealer Contracts Customer Profile Account Products Assets Contracts Assets Orders Orders Profile Profile Products Ship Price Pricing Customer Account inventory Acct/Contact Relationship Account/Contact Rel $ Balances, Billing & Payments Location Line Items Orders Activities Location Cases Object Mastered in Salesforce Object Mastered in External Systems Salesforce Works with Your BSS/OSS Environment Channels Indirect Channel Retail Direct Sales Call Centers MDU Field Techs Self Service.com eCare & Social Care Communities Apps Telephony CommonProduct Catalog Objects Marketing Products BSS Customer Management Sales Orders Inventory Scheduling Order Management Product Master Network Trouble & Case Management Trouble Tickets Billing Inquiry & Resolution Billing Billing Service Assurance Order Orchestration Supply Chain Workforce Management Order Management OSS Order Capture Provisioning Problem Management Service & Resource Inventory Activation Network Diagnostics Rating Rating&& Billing Billing Billing Policy & Realtime Charging Mediation PLATFORM OF ENGAGEMENT Salesforce Works with Your BSS Environment Retail Indirect Channel Product Catalog Marketing Products & Promotions Amdocs Enterprise Product Catalog Door to Door Call Centers Sales Scheduling Amdocs Ordering Order Decomposition ERP (e.g., SAP) Order Fulfillment Social Care Communities Channels Function s Trouble & Case Management Billing Inquiry & Resolution Billing Inquiries Mobile Apps Billing Adjustments Bill Disputes Amdocs Convergent Charging & Billing Order Orchestration Amdocs Service Order Management Self Service Customer Management Order Capture Orders Inventory Field Techs Billing Account Management BSS Product Master Direct Sales Workforce Management (e.g., Click Software) Balance Management Rating, Charging and Billing AR and Collections Communications Enterprise Capability Map Salesforce On-platform Partner* Salesforce Extended Off-platform Partner *Application built on the Salesforce platform Product Service Concept Resource Catalog Management Quote Retail Contact Center Technical Service Catalog CPQ Cash Web Supplier Partner Management Order Management Partner Account Management Social Financial Management Customer Service Marketing Analytics Channel Partners Sales Accounts Management Workforce Management Application Integration Infrastructure Enterprise Management Care Mobile Order Capture Provisioning / Activation Order Fallout Mgmt Customer Order E-Commerce Enterprise Product Catalog Marketing /Sales Management Customer Selfcare Charging Supply Chain, Logistics Knowledge Management Network Inventory Contract Management Risk Management Business Intelligence Physical Inventory Integration [API, Communication, Development Environment] Salesforce Communications is Aligned with TMForum Frameworx TM Forum Frameworx Business Process Framework (eTOM) Common process architecture for both business and functional processes Application Framework (TAM) Describes systems and their functions Information Framework (SID) Common enterprise information model for end-to-end service management Integration Framework Blueprint for combining components using standardized SOAbased interfaces Telecom Application Map SFDC capability SFDC Partner Capability Customer Experience Perspective SFDC Extensible Capability Out of CEM Scope Product Service Resource Catalog Management Marketing /Sales Management Customer Order Fallout Management Supplier Partner Management Enterprise Management Application Integration Infrastructure Product Strategy Service Catalog Resource Lifecycle Catalog Federation Campaign Lead Management Customer Insight Order Handling Supplier Partner Account Management Knowledge Management Enterprise Application Integration Product Lifecycle Service Inventory Resource Inventory Product Repository Sales Account Mgmt Supplier Partner Product Management Customer Order Revenue Assurance Business Process Management Product Catalog Service Order Workforce Product Sync Channels Sales Customer Loyalty Supplier Partner Order Management Supply Chain / Logistics API Management Product Performance Service Quality Resource Location Partner Catalogs Sales Portals Customer Selfcare Supplier Partner Workflow Financial Management Service Problem Resource Order Analytics Customer Service Supplier Partner Portals HR Service Performance Resource Performance Contract Management Charging & Billing Supplier Partner Settlement Compliance Solution Management Payments & Collections Supplier Partner Reporting Admin Order Orchestration Provisioning Cloud TCO Comparisons Third Party Analysts confirm the TCO Savings of Cloud-based CRM Analyst reports validate TCO Savings from Cloud over On-premise Sep 2012: TCO for a Cloud solution is 48% lower than On premise Methodology - The data for this model was drawn from studies of over 50 companies Year TCO per User 0.48 0.38 Cloud cost savings IT labor/services Infrastructure Software 226.34 0.3 278.45 75.55 0.13 Infrastructure: server, networking and storage hardware, power and facilities 96.86 96.23 McKinsey IDC 169.65 Yankee Gartner Group Source: McKinsey “TCO Whitepaper- McKinsey Report on SaaS”, IDC “Cloud Software Market Opportunity Analysis”, Yankee Group “On-Demand & On-Premise Total Cost of Ownership” analysis and Gartner “Gartner- SaaS TCO is 13% Less Than On-premise” paper Examples of TCO Savings of a Cloud-based CRM Solution For a Sample Implementation in a Call Center of 50,000 users Cost Item Factor On Premise Software Salesforce Cloud Simple customization of out of the box functionality (e.g., add a field to a screen) including development and unit/system testing Cost (labor) 0.25-1 person months 1-2 person hours Cost ($) $5,000-$20,000 $40-$80 Duration to production Minimum calendar months calendar week to production Resources / Skillset The vendor’s professional services The customer (Salesforce administrator) Cost (labor) 3-5 person months person weeks Cost ($) $60,000-$100,000 $10,000 Duration to production 6-8 calendar months One calendar week Resources / Skillset The vendor’s professional services The customer (certified SF developer) Cost (labor) 2-4 person months person week Cost ($) $40,000-$80,000 $5,000 Duration to production 8-12 calendar months calendar month Resources / Skillset The vendor’s professional services The customer (certified SF developer) Complex customization (create a screen/ logic/ data objects) including design, development and unit/system testing API Integration to an external system including design, development and unit/system testing Summary • Current Situation & Platform of Engagement Approach • How Operators are Using Salesforce as a Platform • Salesforce Communications Architecture • TCO Comparisons Thank you Reinventing BSS/OSS using Salesforce – Customer Story Guido Roda, CIO, Fastweb (Restricted availability) Erik Meijer DTAG Presentation External PDF Architects Roundtable Discussion Facilitated by Chris Bauschka, Senior Director, Industry Business Unit, Telecommunications and Media, Salesforce Topics from the UK Comms Architect Summit • Product & Partner strategy • Our views on CPQ & Order Mgt partners • Salesforce fit with BSS/OSS Architecture & TMForum Frameworx • Continuous Integration • Integration to fulfillment & payment systems • Supporting complex business processes like Pega • Communications Analytics • B2C Model [...]... Store Telesales Salesforce Communications Architecture Salesforce Communications Data Model ​Specifically designed for e2e communications business processes ~37 entities Frameworx Shared Information Data Model (SID) Salesforce Comms Data Model ~37 Entities Salesforce Standard Entities ~25 new entities ~12 extended entities Salesforce Communications Data Model ~37 Entities Partners Salesforce Comms Data... Operators are Using Salesforce as a Platform • Salesforce Communications Architecture • TCO Comparisons Thank you Reinventing BSS/OSS using Salesforce – Customer Story Guido Roda, CIO, Fastweb (Restricted availability) Erik Meijer DTAG Presentation External PDF Architects Roundtable Discussion Facilitated by Chris Bauschka, Senior Director, Industry Business Unit, Telecommunications and Media, Salesforce Topics... Discussion Facilitated by Chris Bauschka, Senior Director, Industry Business Unit, Telecommunications and Media, Salesforce Topics from the UK Comms Architect Summit • Product & Partner strategy • Our views on CPQ & Order Mgt partners • Salesforce fit with BSS/OSS Architecture & TMForum Frameworx • Continuous Integration • Integration to fulfillment & payment systems • Supporting complex business processes... Workforce Management (e.g., Click Software) Balance Management Rating, Charging and Billing AR and Collections Communications Enterprise Capability Map Salesforce On-platform Partner* Salesforce Extended Off-platform Partner *Application built on the Salesforce platform Product Service Concept Resource Catalog Management Quote Retail Contact Center Technical Service Catalog CPQ Cash Web Supplier Partner... customers and 8000 Telefonica users across 12 countries Telus Created a CustomerCentered Culture using Salesforce Logo Fastest growing multi-play operator in Canada, leader in customer experience Successfully implemented Salesforce for B2B Sales, Service and Partner Management Then decided to expand Salesforce implementation into B2C for Omni Channel Experience 12% reduction in call transfers and repeat... Communications Cloud Mobile Social Data Science How Operators are Using Salesforce as a Platform Sky Italia Uses Salesforce to Take Customer Engagement to the Next Level, Across the Entire Lifecycle for Both B2B & B2C Logo The solution integrates more than 40 back-end and legacy systems, such as Comverse Kenan and Adobe AEM 6 Deploying Salesforce in B2C as a full Siebel replacement for call center, retail,...Sales Reps Customer Success Services Salesforce Customer Success Customer Success Platform Communications Platform for Solutions Communications Complete CRM Contact Center Agents Salesforce Success Services Field Technicians Customer Success Ecosystem Success Community CSM / Ignite / Program Architects MVPs... Inventory Contract Management Risk Management Business Intelligence Physical Inventory Integration [API, Communication, Development Environment] Salesforce Communications is Aligned with TMForum Frameworx TM Forum Frameworx Business Process Framework (eTOM) Common process architecture for both business and functional processes Application Framework (TAM) Describes systems and their functions Information Framework... Premise Software Salesforce Cloud Simple customization of out of the box functionality (e.g., add a field to a screen) including development and unit/system testing Cost (labor) 0.25-1 person months 1-2 person hours Cost ($) $5,000-$20,000 $40-$80 Duration to production Minimum 6 calendar months 1 calendar week to production Resources / Skillset The vendor’s professional services The customer (Salesforce. .. complete review of the way Sky is engaging and serving its customers The journey started in 2011 with B2B, and is now moving to full B2C adoption Salesforce helps us connect more closely with 600,000+ customers.” Logo DIRECTV Transformed Their Agent Experience with Salesforce Went from three disparate systems to one unified agent console Enabled Unified Agent, Call Flow Scripting, Next Best Action & Call ... (SID) Salesforce Comms Data Model ~37 Entities Salesforce Standard Entities ~25 new entities ~12 extended entities Salesforce Communications Data Model ~37 Entities Partners Salesforce Comms. .. Director, Industry Business Unit, Telecommunications and Media, Salesforce Topics from the UK Comms Architect Summit • Product & Partner strategy • Our views on CPQ & Order Mgt partners • Salesforce. .. Approach • How Operators are Using Salesforce as a Platform • Salesforce Communications Architecture • TCO Comparisons Thank you Reinventing BSS/OSS using Salesforce – Customer Story Guido Roda,