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Slide 1: Talent Relationship Management with Salesforce HR, Finance, & Admin: BackOffice On-Demand Matt Kimball & Erik Emri Deloitte Consulting
Slide 2: Safe Harbor Statement “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forwardlooking 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. Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forwardlooking statements, except as required by law.
Slide 3: Matt Kimball Senior Manager TRM Project Manager mkimball@deloitte.com Erik Emri Senior Consultant Lead Developer eemri@deloitte.com
Slide 4: About Deloitte  About Deloitte • Deloitte Touche Tohmatsu is an organization of member firms around the world devoted to excellence in providing professional services and advice, focused on client service through a global strategy executed locally in nearly 140 countries. With access to the deep intellectual capital of approximately 150,000 people worldwide, Deloitte delivers services in four professional areas — audit, tax, consulting, and financial advisory services.  Strategic Alliance with Salesforce.com • Our strategic alliance relationship with Salesforce.com enables us to incorporate salesforce.com’s on-demand CRM solution capabilities into our integrated Customer Offering, thus helping our clients create and deliver end-to-end solutions.
Slide 5: Managing Talent – Key Challenges  Overview  Deloitte’s Experienced Hire and PDAT (Partner/Director Acquisition Team) sourcing teams had to keep track of thousands of recruiting candidates through hundreds of separate data sources. Given Deloitte’s constant need to attract top talent, we needed a more effective and efficient talent relationship management solution  Business Challenges • • • • Inefficient talent tracking and management tools Scattered data sources and reports Inadequate success metrics for sourcing and recruiting managers Time-consuming, non-standard processes  Technology Challenges • • • Dozens of disparate spreadsheets and databases for storing contacts Limited data management capabilities Inconsistent data accuracy and access
Slide 6: Managing Talent – The Solution  The customization features of Salesforce allowed Deloitte to uniquely address these challenges. The solution included: • Leads • Contacts • Opportunities • Accounts • Reports and Dashboards • S-Controls
Slide 7: Customization  Leads • Customized call scripting tool from AppExchange to provide a standard screening procedure for all candidates • Customized lead conversion requirements and processes • Customized de-duplication processes prior to lead conversion
Slide 8: Customization  Contacts • Built the TRM application to be contact centric • Kept PDAT and Experienced Hire data separate by utilizing various page layouts and security settings • Enabled tracking of specific candidate skill sets and developed an extensive skills tree to match internal skills matrices • Flagged candidates from audit clients to ensure compliance and integrity • Auto-populated certain fields on opportunities converted from contacts, reducing data-entry errors and streamlining processes
Slide 9: Customization  Opportunities • Built a Custom Object for tracking documents and applying security rights to that object in order to keep documents selectively accessible  Accounts • Implemented AJAX search-as-you-type interface. This interface only allows new account creation if the same account doesn’t exist, helping to spot similar accounts and avoid account duplication  S-Control Types • Enforced certain business processes – route to screens in nonstandard order • Utilized automatic field population
Slide 10: Managing Talent – Results • • • • • • • • • Users have visibility into all Leads and Contacts, reducing the chances of duplicating efforts or calling a Lead multiple times 360 degree view of the Contact History of call or interaction is captured, allowing for more effective follow-up Application is organized, accessible (from home or office) and in one central place Workflow created appropriate tasks which helps keep things from slipping through the cracks Improved management visibility into pipeline and agent workload through reporting Data accuracy and standardization improved with use of required fields and pick lists Consolidation of tools being used to manage Leads and Opportunities Application allows for collaboration
Slide 11: Managing Talent – Team Roles  Project Team Structure • 1 Senior Manager serves as the project manager (12 weeks, part time) • 1 Senior Consultant serves as the development lead and oversees all development and testing related issues (12 weeks, full time) • 1 Consultant responsible for customizations, data loading, and unit testing (12 weeks, full time) • 1 Consultant responsible for customizations, unit testing, and training (12 weeks, full time) • 1 Analyst supporting testing and training (8 weeks, full time)
Slide 12: Managing Talent – Challenges & Lessons  Challenges we faced • Data cleansing and migration was challenging because of various data sources (PDF, Excel, Word) and duplicate leads in purchased lists • Splitting data into various objects and creating relationships was time consuming  Lessons we learned • Account management needs a process for naming accounts to keep reporting accurate and standardized • AppExchange de-duper is preferred to standard option • Would like to see more customization options on certain pages
Slide 13: Imagine it. Learn it. Use it. The Deloitte team was responsible for all aspects of development • Defining requirements and build specifications • Configuring and customizing the application • Converting and uploading over 250,000 Lead, Contact, Account and Opportunity records • Creating training material and training over 100 resources across the U.S. and India • Coordinating Single Sign On (SSO) integration with Deloitte U.S. Firms’ IT • Deploying the application • Managing the relationship with salesforce.com for licensing and production support Using the core Salesforce SFA application, our development team configured and delivered a sophisticated Talent Relationship Management solution that is now used by over 100 Deloitte Touche Tohmatsu sourcers. Implementation was completed in just over 3 months.
Slide 14: Training  Web-based training with hands-on exercises  Over 100 users trained globally  Sample Training Materials
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Slide 16: Questions