1. Going Global:How to Take Your Implementation Global Hernan Vera Ryder Scott Rames Dimension Data Steve Root salesforce.com Admin II: Advancing to the Next Level

2. Safe Harbor Statement

Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.

The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.

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3. Agenda

Ryders experience when planning to take their Salesforce instance global

• Hernan Vera Senior Director of Marketing, Global Supply Chain Solutions

What Dimension Data did to insure continued global success

• Scott Rames Global Sales Automation Director

Key Take-away items

Questions

4. Key Take-a-ways From This Session:

Planning is Key!

• What should you plan for initially?

• Considerations for on-going change management & support

5. Salesforce Capabilities for Global Deployments

Historical currency exchange rates!

Translation Workbench

Delegated Administration

Custom object translator

Multi-lingual AppExchange packages

15 supported languages (Russian added)

6. Hernan Vera Senior Director of Marketing, Global Supply Chain Solutions [email_address] 7. About Ryder

• INDUSTRY : logistics, supply chain and transportation management solutions

• EMPLOYEES : 28,600

• GEOGRAPHY : Global (Concentration in the U.S., Canada, Mexico, Brazil, Argentina, Chile, UK, Germany, Singapore, China)

• # USERS : 200+, 12 currencies

• PRODUCT(S) USED : Salesforce SFA, Force.com Mobile, Territory Management, 11 downloaded AppExchange applications

Ryder is a Fortune 500 provider of leading-edge transportation, logistics and supply chain management solutions worldwide. 8. Challenges Faced - Preparing to Go Global

Business Challenges

• International business units operating autonomously

• Inconsistent nomenclature and processes

• Mix of English and native speakers

• Formal sales processes immature

• Global Account Management push stalled

Technology Challenges

• No common platform for Account management, pipeline management, contract management

• Implementing Salesforce domestically before International

9. The Solution

How did we address these challenges?

• Developed data model up-front

• Deployed domestically

• Exposed areas with obvious pain to influencers and decision-makers

• Phased implementation in by function Finance, then sales

Tips, tricks & lessons learned

• Approach International operations that we are flexible

• Channel them to standardized process

• Give a little on small things

• Sell them

10. Some Tidbits About Our Deployment

Didnt use the Translation Workbench

Multi-Currency is deployed

Outsourced Admin and Premier support to salesforce.com

We will deploy delegated administration

Most advances in success from continued tightening of management focus

11. The Dark Side They Dont Tell You About

Private sharing model in matrixed structure

can be a nightmare

The Sharing manually-intensive and difficult to maintain.

Account ownership can take many forms and can limit or emancipate you

My versus All reporting feature maybe critical to adoption

12. They Now Also Have A Big Flashlight

Territory Management is a very powerful

Grouping accounts provide unique access for individuals

Territory Management is powerful, but risky..

Extremely flexible but, no going back

Not just for global deployments

13. Thou Shalt Not

Plan on deploying Internationally without a solid data model/data strategy

Deploy without actively engaging relevant functions in advance to listen to feedback

Customize for a Region or Country that will result in core differences

Deploy without multiple training modes (face-to-face, Web conference, online)

14. Success! Results

What were the results?

• All countries maintain their Accounts, Contract, Contacts and Opportunities within Salesforce

• We produce a global pipeline report

• Visibility has allowed us to in-country validate execution versus global strategy

• Accuracy

• Global Account Management Initiative has traction

15. Scott Rames Global Sales Automation Director Dimension Data [email_address] 16. About Dimension Data

• INDUSTRY : Systems Integrator

• EMPLOYEES : 9,500 +

• GEOGRAPHY : Global 38 Countries with Partners in over 100

• # USERS : 1,655, 10 languages, 16 currencies

• PRODUCTS USED : Salesforce SFA, Call Center & Marketing, 9 downloaded AppExchange applications,Exploring PRM and ERP Integrations

A specialist IT services and solution provider that helps clients plan, build and support their IT infrastructures. 17. Achievements Dimension Data manages over US$12.5bn of network infrastructure globally, through 6 Global Service Centres Dimension Data has implemented more than 10,000 security solutions for over 5,000 clients in 38 countries Dimension Data manages over 7,700 servers and a petabyte of data globally Dimension Data has built more than 2,000 IP networks, and deployed more than 500,000 IP handsets globally In 2005, Dimension Data facilitated over 6 billion of our clients conversations with their customers in call and contact centres built by our experts around the world 18. Challenges Faced Migration Path

History & Background

• 5 Global Regions

• 16 Recognised Currencies

• 70% of Employees Speak a Second Language

19. Challenges Faced -Ongoing Change & Support

Business Requirements

• Needed a Unified Sales Platform that Could Accommodate Regional Requirements

• First Completely Global Platform

• Regional Communication Requirements

• • Local Messaging

• Locally Managed Sales Teams

• Regional Business Requirements

• • Currency Support

• • Local Products

20. The Solution Common Requirements

Platform Unification

• Salesforce Trialed in North America

• Effort Quickly Mirrored in Australia and Asia

• Obvious Solution

Global Platform

• Regionally Driven Requirements

• Leveraged ASP Model to Full Extent

21. The Solution Local Requirements

Local BPR Sessions

• • Regional Buy-In Required

• • Management Education

Regional Initiative Regional Lead Model

• • Local Communications Control

• • Local Management Engagement

• • Natural Change Control Model

• • Local Administration and Training

Local Customisations

• • Regional Record Types with Associated Page Layouts

• • Local Price Books

22. What Can be Modified? System Capability

We Found Salesforce.com to be a Incredibly Dynamic Tool

Workflows User Profiles User Roles New Users Standard Tab Renaming Custom Objects Field Creation Page Layout Field Security Dashboards Public Reports Public Groups Field Types Data Visibility 23. The Salesforce.com Golden Rule

If the Item/Object you would like to Change Can

• • • • be seen by

• • • • benefit

• • • • be used by

• • • • restrict

• • • • impact

• • • • limit

• • • • help

another User or Region, a Change Request must be made and approvedpriorto any work effort.

24. Regional Growth Our Approach Governance CoreFunctionality E-mail Delivery Opportunity Profiler Data Enrichment E-mail Delivery Opportunity Profiler Data Enrichment E-mail Delivery Opportunity Profiler Data Enrichment E-mail Delivery Opportunity Profiler Data Enrichment E-mail Delivery Opportunity Profiler Pipeline Pipeline Pipeline Pipeline Pipeline Data Enrichment Campaign ERP Campaign ERP Campaign ERP Campaign ERP Campaign ERP 25. Framework for Benefits Realisation Understanding

Implications

Risk/Benefit

Metrics

- Sign-off

Engagement

Implement new ways of working

Sales MeetingsUsing SalesforceReports

Sign-off

Commitment

Optimisation

If its not inSalesforce itdoesnot exist

Sign-off

Benefits Realisation

Documentation

Analysis

Functional Sign-off

Internalisation Awareness

Identify Change

Due Diligence

Change Request

Communication

Sign-off

Monitoring Proficiency 5 = Excellent (We do this regularly, with continuous improvement) 4 = Good (We do this regularly and systematically) 3 = Average 2 = Poor (We do this irregularly and in an ad hoc manner) 1 = Non-Existent (We do not do this at all) Importance 5 = Critical 4 = High Priority 3 = Medium Priority 2 = Low Priority 1 = My Eyes Glaze Over 26. Success Results and Findings

What were the Results?

• 87% Monthly Login

• First Global Pipeline Visibility

• Significantly Improved Inter-Regional Communications

Our Findings?

• Local Customisation was Possible

• Local Customisations notAlwaysBest

• Team Communications Critical

27. Imagine it.Learn it.Use it.

How to Apply What Youve Learned When You Get Home

• Leverage Best Practices Across Your Organisation

• Reduce Barriers

• First, Come Together as a Team

• Speed Can Have Advantages

• Extend From the Center

28. Key Take-a-ways From This Session:

Planning is key!

Design solid data model up front

Actively engage functional and geographic representatives

Regional one-off changes may reduce effectiveness

Training is vital

Follow-the-sun support leverage Premier Support

29. Hernan Vera Director of Marketing Supply Chain Solutions Scott Rames Global Sales Automation Director Steve Root Customer Success Manager QUESTION & ANSWER SESSION Ryder Dimension Data salesforce.com 30. Session Feedback Let us know how were doing!

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31. Want More Detail? Dont miss the companion session Esplanade 308/306 11:30 Admin III: Internationalization: The Multis