Generation Automation Using Workflow and Approval to Increase Efficiency

Administrators

Vaughn Abbey: salesforce.comLeyna Hoffer: Merrill CorporationMaggie Jolitz: VinSolutions

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How can you automate business processes in your company?

Session GoalsMission: Show you the tools you need to automate key

business processes in your companyWe will show you

Why Workflow matters to your business

Our vision of workflow and approval

How to automate your key business processes

Workflow Rules

Capture key business events

with automated actions– Email Alerts

– Tasks

– Field Updates

– Web Service Outbound message

Approval Processes

Simple and Sophisticated

Routing to Automate Manual

Approval processes– Route to Manager

– Route to queues

– Dynamic Routing (Apex)

– Email approvals

– Parallel approvers

Workflow is…

Definition of a set of rules…

…for actions…

…which pass documents, information or tasks…

…among participants*…

*participant = resource (human or machine)

…to automate a business

process, in whole or part.

Update field

~~~~~~~~

~~~~~~~~

Send email

~~~~~~~~

~~~~~~~~Create task

~~~~~~~~

~~~~~~~~

Send outbound

Message

~~~~~~~~

Where do Workflow and Approvals fit in?

Workflow matters to your business because…

..when you… …you enable…

Define the processescritical to your business

&

rules to automate those processes

Reduce risks

Lower costs

Improve Customer Service

…which helps you strategically…

Improved Efficiency

Process Improvement

Better process control

Flexibility

Salesforce.com workflow tools continue to evolve

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2011

Process Visualizer

Campaign Member Workflow

Graphical Approval Process Editor

Approval Email Settings

Personalized Email Alerts

2010

1. Write out the steps involved

2. Identify the objects

3. Map out the data flow

4. Create the process in salesforce.com

5. Measure and refine

A guide to automate a business process

Write out the steps of the process

1. Case is entered for a Feature Request

2. Email sent to the product manager

3. The product manager prioritizes the feature request

4. Release built into the roadmap

5. Product manager sends release details back to the rep

6. Details returned to the customer

Identify the Objects

1. Case is entered for a Feature Request

2. Email sent to the product manager

3. The product manager prioritizes the feature request

4. Release built into the roadmap

5. Product manager sends release details back to the rep

6. Details returned to the customer

Map out the Data Flow

1. Case is entered for a Feature Request

2. Email sent to the product manager

3. The product manager prioritizes the feature request

4. Release built into the roadmap

5. Product manager sends release details back to the rep

6. Details returned to the customer

Create in Salesforce

Measure and Refine

Leyna Hoffer

Merrill Corporation

All About Merrill Corporation

Headquartered in St. Paul, Minnesota Founded in 1968 – 40+ years strong ~$1 Billion company More than 5,000 employees in 85 global locations From Europe to Asia to Australia and more Global infrastructure, local presence

Company Logo Here

All About Merrill Corporation Main business segments

Legal and Financial Transaction Services (LFTS) Marketing and Communication Services (MCS)

All About Merrill Corporation

Implementation/Rollout highlights: 303 Current Users Rollouts planned for 2011

Canada International 350 Total Users

Phased Rollout beginning 9/09 – 2/11

Salesforce.com Eloqua

Leads Leads

Contacts Contacts

Prospects

API Synch

API Synch

Customer and Prospect Data Locations

Customer Contact Responsibility

Prospects Marketing cultivates those names with national

campaigns designed to provide highly targeted, relevant

materials, and ultimately drive response and

conversions.

Leads Marketing is ultimately responsible to ensure that

each person in the leads module has touch points.

Contacts All touch points are managed by the Sales Reps.

Are limited to the number of Contacts they can have –

based on Product Line and Manager’s discretion.

Rep-Entered Lead Routing - Workflow

Workflow Demonstration

Rep-Entered Lead Routing

Pre Salesforce/Workflow Post Salesforce/Workflow

Sales Reps and Campaigns – Approval Process

Email Campaigns sent to < 250 Contacts, Rep

is responsible to send on their own using: Campaigns

Marketing Created Templates

Segmentation criteria gathered on the Contact record

Email Campaigns sent to >250 names, Eloqua

Administrator deploys the Campaign Uses an Approval workflow in Salesforce.com to alert

the appropriate Eloqua Administrator

Approval Process Demonstration

Approval Process Diagram

Thank You

Maggie Jolitz

VinSolutions

All About VinSolutions

VinSolutions is an industry-leading developer of Internet-based automotive specific CRM, Internet lead management (ILM) and Inventory Management software.

• Headquartered in Overland Park, Kansas (Kansas City)• Founded in 2006• 672% growth over last 3 years• 150 employees• >10 Million in Sales• Aug 2010 named the 33rd fastest growing software

company in the US by Inc Magazine

Implementation Hi-lights

• 120 Enterprise Users and 18 Platform Users• Self deployed but later realized benefits of a

consulting partner doing implementation• 6 App Exchange objects• 12 Custom Objects• 2 API Interfaces• 1 force.com sites• Deploying Customer Portal Jan 2010

Company Structure- Sales

Fishing Pole• Call Prospects• Convert Leads

Webexer • Do Webinars

Regional

• Send Proposals• Set Events for onsite visits by Territory

Managers• Close Deals

Company Structure- Implementation

Project Specialist• Requirement Gathering• Product Implementation

Graphic Designer• Design Websites, Photo Overlays,

Banners

Project Manager • Keep timelines on schedule

Company Structure- Training

Virtual Trainer • Signup customers for web training

Onsite Trainer• Train CRM, ILM products• Submit Expense Reports

Project Manager • Keep timelines on schedule

Company Structure- Support

Level 1• Take all incoming phone, chat, email

and web issues: resolve or escalate

Level 2 and 3 • Resolve and close issues from Level 1

Support Manager • Manages workload and progress

Integrating Graphic Design Team into Projects

Graphic Designers were not using Salesforce

Emails were being sent for requests

No visibility to volume of assignments

No visibility to issues around design work

No Quality Assurance process

Customers complaining taking too long to get

sites live

Process Flowchart

Object Layout

Process Workflow – Request/Submit

Project Manager does a request

WorkflowEmail to Designer with assignment

Workflow Task for Designer

WorkflowField Update:

Date Requested

Designer completes taskClicks Button

Process Workflow – Request

Process Workflow – Request

Hovers quickly get users to the related lists

Custom Buttons

Process Workflow – Request Comp

Fields are auto-filled based on button selected

Process Workflow – Email

Email to Designer

Process Workflow – Task

New Task on Home Page

Process Workflow – Field Update

Field Update

Process Workflow – Submit

• User clicks on applicable button• Form auto-populated• Workflow sends email, assign tasks, updates fields

Approval Process

Request Approval

Email to Creative Director

New Item to Approve

Approve/Reject

Email to Designer/PM

Approval Process Setup

Easy to setup – walks you through entire process

Approval Process - Diagram

Approval Process - Diagram

Approval Process – Submit for Approval

One Click triggers multiple actions

Approval Process Actions > Send Email

Email with details of New Design to Approve

Approval Process Actions – Items to Approve

Added to “Items to Approve” on Home Page

Approval Process Actions – Field Updates

Approval Process – Approve or Reject

Approved

Email Project Manager – Design ApprovedField Update – Awaiting Customer Approval

Rejected

Email Designer– Design RejectedField Update – Revisions Submitted

Workflow/Approval Process Benefits

Increased Data Integrity

Improved efficiency – less clicks, more

productivity

Increased visibility to assignments

Approval Process addressed Quality Control

issues

Complete Visibility to Directors thru Dashboards

and Reporting

Thank You!

Summary

1. Start using workflow and approval processes to automate and

streamline your business.

2. Automating business processes helps you to improve

consistency, lower cost and reduce risk in your organization.

3. Workflow is dynamic and not static, update your workflows to

meet the changing needs of your business. Continually refine

your automated business processes.

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