Sales Cloud: Connect Your Sales Team to Grow Sales

Todd Enders, salesforce.com Dana Teahan, Australian Institute of Management Chris Tye, salesforce.com

Dana Teahan Australian Institute of Management Chief Information and Digital Officer

Today’s presentation

• Who AIM is

• Some of our challenges

• Path to overcoming them

• Why we selected Salesforce

• A case study – how we use Salesforce

• Benefits

• Some learnings and insights…

Our mission (and disclaimer)…

“Building better managers and better leaders for a better society”

So we give this presentation freely, for no benefit other than to help other businesses implement Technology more effectively as we see Technology requiring strong management and leadership to succeed.

All About AIM NSW & ACT

• A 70+ year old membership based organisation

• A training education provider

• An advocate for Management and Leadership

issues in Australia

• Independently operated in each state (or territory)

• Not for profit

Some big challenges…

A risky, old (i.e. 7 years), antiquated technology environment that didn’t support the business. In fact they hindered it.

Some big challenges…

The web was increasingly important in selling, servicing and delivering customer experience. If your systems aren’t built with the web in mind, how can you achieve this?

Some big challenges…

Significant sales and market pressure, we were on the down part of the cycle. Training sadly is discretionary spend, often cut in bad times.

Some big challenges…

Started there!!

Significant sales and market pressure, we were on the down part of the cycle. Training sadly is discretionary spend, often cut in bad times.

Some big challenges…

Going here!!

Significant sales and market pressure, we were on the down part of the cycle. Training sadly is discretionary spend, often cut in bad times.

How did we overcome these challenges?

We would agree some guiding principles.

We agreed these principles…

Commercial, off the shelf, best of breed applications

Find applications that we could adapt our business to, rather than the other way around.

We agreed these principles…

Configure – not customise.

Focus on systems that could be configured, rather than code development.

We agreed these principles…

Scalable – in both directions.

Find a solution that could grow (or shrink!!) with the organisation, but more importantly support a National rollout.

We agreed these principles…

We’re not a Technology Company

A hard won realisation. We focus on using and leveraging technology. Not running it.

Almost went down the wrong road…

CIO Management, Board, CEO, Passerby…

Some reasons why Salesforce…

Some reasons why Salesforce…

Met our principles.

Some reasons why Salesforce…

Supported our business processes – Especially Sales, Customer and Student Management.

Met our principles.

Some reasons why Salesforce…

Supported our business processes – Especially Sales, Customer and Student Management.

Met our principles. Was a platform for solutions, an ecosystem for capability not just a CRM.

Some reasons why Salesforce…

Supported our business processes – Especially Sales, Customer and Student Management.

Met our principles. Was a platform for solutions, an ecosystem for capability not just a CRM.

Was more cost effective than Alternatives and fast…

By fast we mean start to finish…

Telesales Pilot Sales & Ops Membership

Excluding a long period of planning and a few mistakes we implemented the system…

Start to finish…

Telesales Pilot Sales & Ops Membership

= 7 Months Excluding a long period of planning and a few mistakes we implemented the system…

A Sales Case Study

A web site Telesales + Customer Service

Sales people on the ground

(Lead Generation) (Inbound / Outbound) (Supports Mobility)

A lead…

A lead…

A lead…

An opportunity…

An opportunity…

Volumes

• 120,000 Contacts • 35,000 Accounts • Hundreds of Open Opportunities • Hundres of leads per month • 4 major integration points • 15,000 + students a year • Used by 80% of staff

Student registration…

Sophisticated Dashboards…

Benefits…

Held or grew slightly sales on many products in a market that has declined between 20-30%.

Benefits…

Operating on less staff, due sadly to market conditions but similar volumes. About 40% more efficient than previous system.

Benefits…

Immediate reporting and dashboards Management have information at Hand within minutes or hours.

Some learnings…

• It’s all in the planning • 30% is the system

implementation • 70% is change management • Clarity of business processes and

business process reengineering • Strong controls around data