Aen005 Gradin 091807

Territory Management for Admins

William Gradin, salesforce.com

Barbara M Moore, salesforce.com

Herman Boyd, DuPont

Admin III: Expanding into New Areas

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“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.

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http://www.salesforce.com/investor

http://www.salesforce.com/investor

BARBARA M MOORE

PRINCIPAL CONSULTANT

HERMAN BOYD

SOLUTION DOMAIN LEADER

WILLIAM GRADIN

PRINCIPAL CONSULTANT

SALESFORCE.COM

Moderated By:

and

DUPONT

Barbara M Moore

Principal Consultant

[email protected]

Agenda

What is Territory Management

Why Territory Management

Implementation Approaches and Strategies

Territory Management Deployment

Territory Management Considerations

Q & A – Share Your Best Practices

BEFORE WE BEGIN…

Do you need Territory Management?

1) You have a matrix organization with account managers /sales representative that need to roll up opportunities to more than one manager or management structure.

2) You utilize the Account Team and Sales Team features to align your territories; however, it has become too difficult to manage.

Two of the most common reasons to implement territory management are:


What is a territory

A territory is a flexible collection of accounts and users where the users have at least read access to the account, regardless of who owns the account.

By configuring territory settings, users in a territory can be granted read, read/write, or owner-like access to the accounts in that territory; for example: to view, edit, transfer, and delete records.

Both Accounts and users can exist in multiple territories.

Accounts can be added manually to a territory or via defined assignment rules.

Opportunity and Case access can also be controlled for users in a territory regardless of who owns to record.


What is a territory

Accounts Users

Explicitly

Assigned

Implicitly

AssignedOpportunities

Accounts: An account may be in one or more territories

Users: A user may be in one or more territories

Opportunities: An opportunity may only be in one territory


Role Hierarchy versus Territory Hierarchy

Role Hierarchy Territory Hierarchy

A user has only one role A user can be in many territories

Account is owned by one user An account is accessible by all users in

territories to which it is assigned

User has one forecast based on role User has a forecast for each territory in

which they work with active opportunities

Manager can see everything below

them

Manager can see everything below them

related to accounts and opportunities in the

territory

Sales teams used for team

selling/overlays

Either sales teams or overlay territories may

be used for team selling

No custom fields Custom fields for integration


The Sharing Model and Territory Management

A

CB

A: Team Sharing

B: Ownership C: Territory

D: Role Hierarchy

D


Major FeaturesTerritory hierarchy – administrators set up a territory hierarchy for the entire sales organization

Territory driven access– sales reps and overlays have access to data based on territory assignment

Rules-based assignment– records are assigned to territories based on flexible rules

Seamless transfers and hold-outs – transferred reps can continue to work on opportunities in their old territory for a pre-determined amount of time

Forecast by territory– sales managers forecast opportunities by territory hierarchy with advanced options for overrides and customization

Opportunity Territory Bounding – Sales People can only assign an opportunity to a Territory that is common to them and the account they are relating the opportunity to

1

2

3

4

Real Tim

e

5

6


Forecasting by Territory

Joe submits a forecast for the

Commercial Territory and the

Enterprise Territory Separately

Each of Joe’s Territories and

therefore his forecast can roll up to

a different manager

Division

Region

Commercial Region

Commercial Territory

Enterprise Territory

Joe Account Manager

Enterprise Region

CommOppties

Ent Opties

William Gradin


[email protected]

Implementation Aspects

What needs to be evaluated when implementing TM?

Territory Structure

Scaling / Modeling

Integration Visibility TM Live Cut Over

Staggered Deployment


Tips on Modeling your Structure

Most often it is very similar to the Role Hierarchy structure

Model your structure outside of Salesforce

Best practice is to have one person per lowest level territory

Keep in mind that outside of Accounts and Opportunities Territory Management does not provide visibility to other objects


Rules Based Design

Rules defined at the territory and parent

Territory Levels drive account assignments

to Territories

Rules can be created via the API

Rules can cascade from parent to child.

Eg: Territory 2 are all accounts in CA with

Rating = Hot

TERRITORY 1State = CA

TERRITORY 2Rating = Hot

Cascade = True


Slaved system Design Typically Integration writes assignments

All User to Territory assignments from external system

All Account to Territory assignments from External System

Account to Territory

Assignments

User to Territory

AssignmentsSFDC

TerritoryStructure

`


Hybrid Design

Rules based and Slaved systems can coexist

Some Territories driven by external assignments

Some Territories driven by rules

Eg: Outside Sales is assigned by External system

but Inside sales driven by rules


Things to Think About

Account creation

Initial data migration

Ongoing maintenance reports

Cutover activities


What to review in Salesforce:

Reports

Folders

Views

Queues

Sharing Rules

Groups

Dashboards

Case Visibility

Lead Visibility

Account Visibility

Opportunity Visibility

Does ‘it’ need to be:

Updated?

Deleted?

Newly Created?

Remain as is?


Rules example: Given 500 Territories Each Territory can have up to 15 rules

Each rule can have up to 10 rule entries• Each entry can be ‘and’ or ‘or’ together

• Each entry supports ~1k Characters

Each rule supports ~10k Characters Each Territory supports ~150K Characters An org supports ~75M Characters Business Scenario: There are ~42k zip codes in the US

Each zip code is 5 Characters Total Characters for the US equals 210k

• Factoring in 1 comma for every zip each entry supports 166 codes

Each rule supports 1,660 codes Each Territory can support 24,900 codes Result: All zip codes in the US could be handled with 2 territories

Herman Boyd

Solution Domain Leader

[email protected]

Customer Hall of Fame

Herman BoydDuPont IT Solution Domain Leader

Famed Statistics:1500 Users55% Login Rate31 Custom Tabs13 Custom Apps76 Custom Objects20 S-Controls100 Apex Mobile

Want to hear more? Check out my case study.

Meet Me At:Track: Admin III Session Title: Territory Management for AdminsDate and Time: 9/18/2007 1:15 PM

Founded in 1802, DuPont puts science to work by creating sustainable solutions essential to a better, safer, healthier life for people everywhere. Operating in more than 70 countries, DuPont offers a wide range of innovative products and services for markets including agriculture, nutrition, electronics, communications, safety and protection, home and construction, transportation and apparel.

Copyright © 2007 E. I. du Pont de Nemours & CompanyAll rights reserved.

http://www.salesforce.com/customers/business-services/cox.jsp

Case Study – Key Challenges

Problem StatementDuPont Refinish is revising its automotive refinish jobbers incentive process. The revised process, covering all US geographies, will provided greater flexibility for the participating partner Jobbers.

Business Challenges• High-degree of security and visibility restrictions• Large number of competing external partners• Complex and overlapping sales territories• Expansive sales team

Technology Challenges• Account and Sales Team process too manual• Complex sharing rule maintenance


Territory Management Deployment Challenges

Security concerns by our Jobbers that “others” could see their data

– this made us rethink and revise our original TM structure

Each Jobber business entity needed a individual analysis of the

TM needs

TM is only used by the Refinish Business

Required us to build TM validation level rules that would assign

any Refinish Only Accounts to a Territory

Need to assess how TM will affect all of the Salesforce

constituents

Due to manual Jobber Territory Assignment – high degree of

ongoing interfacing, training & validation is required


DuPont Refinish US: Sales Districts


Territory Management Implementation

Leverage Sandbox. Ability to refresh Sandbox to return to pre TM state (with no impact to production environment

Manage Complexity. DuPont has a complex security environment – needed to ensure TM would not

negatively impact the total environment• Internal Users• External Customers/Partners• 3rd Party Relationships• Single Org with many internal businesses & complex legal entities

Once turned on TM cannot be turned off – no going back Rules-based access and visibility within and across territories

Go-Live Considerations. Thorough test of all aspects was required before moving to production

TM affects certain reports and views TM affect on Role & Rules based security


Territory Management Deployment Benefits

Allows very specific record assignment

Facilitates easy reorganization of your territories

Enables rapid response to organizational changes,

restructuring

Permits multiple territories per account – allowing different

“views” or segmentation (DuPont Mgmt, Jobber Users,

Market Segment – Aviation)

Allows for use of Territory (or Territory & Subordinates) as a

“Sharing Rule” for Views, Folders, Reports, etc.


Samples of Jobber Territory Design

Multiple Territories with Jobbers requiring specific Territories by Representative

Multiple Territories• Jobbers defined differentiation by Regions• Jobbers defined differentiation by Store

Location

Simple: One Jobber Territory • Two Territories• Jobber may self-assign Territories (Forecast

User)


Territory Management Business Benefits

Enables tracking of monthly engagements between DuPont and

Distributors

Provides a solid baseline of Customer Acquisition Cost – and enables

tracking by Competitor, by Distributor, by Sales District

Allows visibility of Sales Pipeline

Enables and drives Distributor and Customer Segmentation

Ensures visibility of Territory data controlled by Profiles General Ledger Expenses (Metrics) Contracts (Agreements)


Case Study – Results

Streamlined invoice notification process- from 2

business days down to 2 hours

Improved days outstanding (receipt, processing, and

incentive delivery) – by seven days

92% decrease in Past Dues

Greater than $1mm PTOI improvement

Significant improvement in customer satisfaction

Significant productivity improvement for DuPont and

Jobbers


Case Study – What’s Next?

100% of Champion Jobbers to be included

Sunset existing customized system (2008)

Integrate, interface with other enterprise solutions

Expand Salesforce Mobility solution to include most Champion Jobbers.


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WILLIAM GRADIN


BARBARA M MOORE


HERMAN BOYD

Solution Domain Leader

QUESTIONS & ANSWERS

Imagine it. Learn it. Use it.

Territory

IDNAME

PARENTTERRITORYIDDESCRIPTION

ACCOUNTACCESSLEVELOPPORTUNITYACCESSLEVEL

CASEACCESSLEVELFORECASTUSERID

CURRENCYISOCODERESTRICTOPPORTUNITYTRANSFER

LASTMODIFIEDDATELASTMODIFIEDBYIDSYSTEMMODSTAMP

UserTerritory

IDUSERID

TERRITORYIDISACTIVE

LASTMODIFIEDDATELASTMODIFIEDBYIDSYSTEMMODSTAMP

AccountTerritoryAssignmentRuleItem

IDRULEIDFIELDOPERATIONVALUESORTORDERSYSTEMMODSTAMP

AccountTerritoryAssignmentRule

IDTERRITORYIDNAMEISACTIVEISINHERITEDBOOLEANFILTERCREATEDDATECREATEDBYIDLASTMODIFIEDDATELASTMODIFIEDBYIDSYSTEMMODSTAMP

AccountShare

IDACCOUNTID

USERORGROUPIDACCOUNTACCESSLEVEL

OPPORTUNITYACCESSLEVELCASEACCESSLEVEL

ROWCAUSELASTMODIFIEDDATELASTMODIFIEDBYID

Group

IDNAMERELATEDIDTYPEEMAILOWNERIDCREATEDDATECREATEDBYIDLASTMODIFIEDDATELASTMODIFIEDBYIDSYSTEMMODSTAMP

User

IDUSERNAMECREATEDBYIDLASTMODIFIEDDATELASTMODIFIEDBYIDSYSTEMMODSTAMP

Opportunity

IDACCOUNTIDRECORDTYPEIDTERRITORYIDCREATEDBYIDLASTMODIFIEDDATELASTMODIFIEDBYIDSYSTEMMODSTAMP

OpportuntiyShare

IDOPPORTUNITYIDUSERORGROUPIDOPPORTUNITYACCESSLEVELROWCAUSELASTMODIFIEDDATELASTMODIFIEDBYID

Account

IDNAMECSC IDRECORDTYPEIDCREATEDBYIDLASTMODIFIEDDATELASTMODIFIEDBYIDSYSTEMMODSTAMP


Performance Characteristics Performance needed to be tuned to support large organizations Salesforce.com took the following measures to ensure success

Bulk Operation Before After

Territory Insert 1,000 /hr 438,000 /hr

Territory Update 5,000 /hr 350,000 /hr

Territory Delete 150 /hr 200,000 /hr

User Territory Insert 4,000 /hr 70,000 /hr

User Territory Delete 4,000 /hr 70,000 /hr

AccountShare* Insert 30,000 /hr 220,000 /hr

AccountShare* Delete 30,000 /hr 240,000 /hr

*AccountShare Updates equivalent to assigning accounts to territories

Test results were achieved on an org with 15K-20K territories Test results can vary dramatically depending on number off Opportunities and Accounts


Maintain

• Territory goals

• Territory strategy

• Analyze data

• What-if scenarios

• Normalize potential

• Mass reorganizations

• Model hierarchy(ies)

• Assign accounts

• Assign people

• Add, move, delete sales reps

• Add, move, delete sales accounts

• Add, change, remove territories

• Support hold-outs/forecast exceptions

• Report on exceptions

Reorganization

Model&

Assign

Plan&

Align

Economy & Finance

Aen005 Gradin 091807