Why Your Next Customer (and

Employee) App Should Be on

Salesforce

Dreamforce 2015

2

What Features Do You Want to Build In Your App?

What application Feature or

Functionality Are you Trying to

Build in Salesforce?

@mbianchi27 @lisa_fairbanks

3

Speakers

With over 14 years of experience in user interface, user experience, design and

front-end architecture, Michael Bianchi is a UX Product Manager within TCS’

Salesforce practice. As a leader in user experience, Michael works with clients

to design, develop and innovate new solutions around consumer-driven

applications on the Force.com platform.

@mbianchi27

in/michealbianchi1

Director of Product Management and Product Marketing for TCS’ Salesforce Practice. Lisa

is responsible for managing the complete lifecycle of new products from ideation through to

prototype and commercial release. With more than 12 years of experience working with

products in high-tech, telecommunications and life sciences, Lisa’s core product

competencies include analytics, customer insights, CRM, sales methodologies, customer

experience and marketing automation.

@lisa_fairbanks

in/lisafairbanks

@mbianchi27 @lisa_fairbanks

4

Business vs IT Tug a War Over Application Development

We have to

maintain

security.

We have to

demonstrate

adoption.

We have to

stay within the

budget!

@mbianchi27 @lisa_fairbanks

5

Application development is “costly, slow and frustrating”

56 percent of mobile

leaders surveyed say it

takes from 7 months to

more than one year to

build one app.

November 2014 Kinvey report based on a survey of CIOs and Mobile Leaders

18 percent say they

spend from $500,000 to

over $1,000,000 per app,

with an average of

$270,000 per app.

6

Salesforce1 Platform: Accelerate App Dev with Huge ROI

Salesforce 1 Platform Advantages

70% accelerated time to market

80% more applications launched per year

44% increase in application development capacity

while reducing IT costs

75-85% reduction in infrastructure costs

@mbianchi27 @lisa_fairbanks

7

As per Gartner’s prediction, 75% of

mobile applications will fail basic

security tests in 2015. The hackers

will continue to exploit security

gaps in mobile applications to crack

sensitive information.

Application Security Remains a Big Challenge

@mbianchi27 @lisa_fairbanks

8

9

The Handoff from UX Designer to SFDC Developer

@mbianchi27 @lisa_fairbanks

10

Making the Trade-Off: Building Apps on Salesforce 1 Platform

• Eliminate the need for upfront

investments

• Eliminates the time lags associated with

setting up development, testing, training

and production environments

• Multi-tenancy

• Unlimited Customizations

• Built-In Analytics and Reporting

• Support for ‘Any Device”

• Optimized User Experience

• User-Driven Design

@mbianchi27 @lisa_fairbanks

11

The Balance of Data and Design for Enterprise Applications

Customer data at heart

of enterprise

applications

Salesforce 1 is the #1 Platform

as a Service (PaaS) ….…but User Experience and Customer

Experience can not be compromised.

Missed Expectations

of customers

expectations met(Digital Clarity Group)

1%

Lost Customers

switchers say due

to poor experiences(Digital Clarity Group)

89%

Tech Obstacles

CMO’s omnichannel customer

strategy thwarted by a lack of

data / inadequate tools (Digital Clarity Group)

85%

Loyalty

Trust

Credibility

Profitability

Revenue

Satisfaction referrals

World Class Security

Performance

Reliability

52%building custom mobile

apps SDFC

60%increasing budgets to

build on SFDC Source: CIO Insight, December 2013

12

Salesforce Lightning to Solve for Design Limitations

Lightning is the next generation UX on Salesforce

• Brand new look and feel

• New Design System and Guide

• Leverages Bootstrap (responsive grid)

• A few limitations at the start

• TCS Can Help

@mbianchi27 @lisa_fairbanks

13

Application Feature List

Offline Data Entry/Access

Capturing and Storing Signatures

Creating and Storing Drawings

Usability Analytics

Push Notifications

@mbianchi27 @lisa_fairbanks

14

Offline is Not a Feature

Salesforce Mobile SDK

Provides SmartStore

Continue working offline in a secure environment

Stores Data as JSON documents

Single table based storage

HTML5 Application Cache (web app)

Invokes required pages for browser cache

Using manifest attribute <html manifest=“cache.manifest”>

Local and Browser based storage

@mbianchi27 @lisa_fairbanks

15

Capturing and Storing Signatures

@mbianchi27 @lisa_fairbanks

Demo of Signature

17

Hand-written, Original Drawings and Sketches

@mbianchi27 @lisa_fairbanks

Demo of Drawings

19

Salesforce User Behavior Metrics• # and Type of Document Downloads

• # of Logins, per User

• # of Activities Created, Updated, Closed

Traditional User Behavior Metrics• Engagement – i.e. Average session length,

page views per session, amount of scrolling.

• Entry and Exit Pages –accurately determine

where most people enter your site and where

they leave and present data elegantly.

• Segmentation - Break down a population of

users by demographics, sequence actions,

time, and able to build custom segments.

Experience Analytics, not Usage Analytics

VS.

@mbianchi27 @lisa_fairbanks

20

Push Notifications

Salesforce Mobile SDK

Messaging.PushNotification

Messaging.PushNotificationPayload

Chatter REST API

Limits based on the type of application

HTML5 Notifications API

Most recognized in Gmail

Extend with plugins (Notify.js, toastr)

@mbianchi27 @lisa_fairbanks

Questions?

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