1. Citizen Connection…Our Goal
(A View from Above the Cloud)
Richard Eyram
Area Vice President, Canada
salesforce.com

2. In Other Words: Everything That You See Here is Real
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report and on our Form 10-Q for the most recent fiscal quarter: these documents and others are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
In Other Words: Everything That You See Here is Real

3. “Digital” Camera? “Cellular” Phone? “Cloud” Computing?
“Someday, you’ll have to tell your kids about phones that had wires…and TVs that didn’t”
- Scott McNealy
“Digital” Camera?
“Cellular” Phone?
“Cloud” Computing?

4. This Is How Novelty Ends
“Digital Camera”: every December, it’s still news to someone
“Cloud Computing”: as more use it, fewer ask about it

5. The Computing Revolution
2010s
Social
Revolution
1960s
Mainframe
Computing
1970s
Mini Computing
1980s
Client Server
Computing
2000s
Mobile Computing
1990s
Cloud
Computing x
10x
100x
1,000x
10,000x
100,000x

6. The Computing Revolution: Connect With Your Citizens & Customers in a Whole New Way
Local
Cloud
Touch
Social

7. Government Solutions for the Social Era
Policy & Program Apps
Customer Service Apps
IT & Operations Apps
Financial & Budget Apps
New Media Monitoring
Social Websites
Social Engagement Hubs
Agency Connection Portals
Grants & Portfolio Management
Project & Program Management
Constituent Management
Partner & Vendor Management
Internal Agency Collaboration
Agency to Partner Collaboration
Agency to Industry Collaboration
Agency to Citizen Collaboration
Recruiting
Training /Learning Management
IT Help Desks
Performance Management
Case Management
Call Centers & Customer Service
Field Services & Inspections
Because our solutions are so flexible, we’re working with government to solve a wide variety of challenges. You may not see your particular category here, but that’s simply because we’re working in so many areas that we could not list them all. I’d like to briefly note a few:
The customers you highlight should be tailored depending on who you’re meeting with…
The U.S. Department of State – a third-party estimated that we helped save them more than $1.6 million a year (a 216% ROI) when we helped them implement a program to track nuclear disarmament opportunities across multiple countries in several languages. (cost, flexibility)
New Jersey Transit – they are the largest statewide public transit system in the nation and we’re the platform behind their award-winning customer service program that (INSERT). (scale, flexibility, collaboration, social)
The U.S. Census Bureau – in less than six weeks, we helped the Census Bureau implement a partnership-program for the decennial census used by more than 2,200 employees and volunteers to record, track and manage relationships with more than 170,000 geographically-dispersed partners. When the program scaled back, their subscriptions scaled back. (time to market and scale)
U.S. Department of Health and Human Services (ONC) – In less than 12 weeks, we helped them implement a nationwide program to help more than 100,000 doctors at more than 70 regional centers to upgrade to electronic health records. (time to market, scalability, ease of use)
Texas Department of Information Resources – we helped turn DIR into a modern-day app store where they can spin up social and mobile apps needed by different agencies. They've built more than 25 different apps ranging from an app helping HR at different agencies with employee performance reviews to apps helping to manage vendor contracts to project management apps helping agencies prioritize and allocate budget resources. They have avoided having to cost savings (ease of use; time to market; cost-savings)
The General Services Administration (GSA) – in mid-February, we started rolling out our Chatter collaboration platform. They’ve already added more than 8,000 of their employees to this private and secure social network that is transforming their workforce. (collaboration)
Minnesota Department of Employment and Economic Development -- implemented an economic development solution to centralize information and foster collaboration to more than 150 users in four weeks.
Incident & Event Management

8. Salesforce Powers Obama’s Billion Dollar Campaign
Constituent outreach handled 5.7 million voter inquiries and 1.5 million voter contacts, including Election Day spike of 80,000 inquiries
Customer service center instantly ramped to support hundreds of volunteers
Budgeting app enabled real-time battleground state spending decisions
VIP tracking app managed 4,000 political and entertainment influencers for more than 7,000 campaign rallies/appearances
Key to the campaign's success was a technology platform that allowed us to engage with constituents and make data-driven decisions in real time… Salesforce massively scaled to meet our real-time engagement and decision-making needs."
- U.S. Army
- Michael Slaby, Chief Innovation Officer

9. GSA Taps Salesforce for Rapid App Modernization
Easy
GSA Taps Salesforce for Rapid App Modernization
CIO replaces legacy IT with mobile and social apps and spurs innovation
Consolidated 1700 legacy apps to 15
Built over 26 apps in less than 6 months, including case management, customer service and geospatial apps
“Great Ideas Hunt” led to 635 ideas, 20K votes, saved $5.5M/year
“Project Central” manages nearly 300 projects across the agency
“IT Spend Tracker” saved $1.2M and $10M in cost avoidance

10. Boston Untangles Bureaucratic Maze to Spur Economy
Web portal for businesses to start, expand or relocate to Boston
Website seamlessly integrated into back-end data
Centralized business information from 10 agencies
Internal collaboration to crowd-source answers for entrepreneurs
External collaboration with partners & development experts
City of Boston
Boston Business Hub Untangles the Bureaucratic Maze to Spur Investment and Job Creation
The Point:
Leveraging technology to enhance the human touch to untangle the bureaucratic maze helps economic development efforts like the Boston Business Hub bring jobs and investment to their region
Setting:
The City of Boston is the 10th largest metropolitan area in the United States. It is in a very competitive region for attracting new businesses. Cambridge sits just across the river, home to the MIT and Harvard innovation hubs. Taxes are also lower there.
Complication:
City government plays a key role when businesses want to set-up shop, expand, or relocate. Just to open their doors, businesses have to interact with many different government agencies – for permitting, licensing, inspections, and more. Boston city officials received feedback from businesses and business assistance providers that working with the city was overly burdensome. It made starting a business far too unpredictable so many opted to go elsewhere.
Upstart businesses had to contact multiple agencies to get information they needed
Responses often took weeks and many times, businesses received conflicting information
Turning Point:
The Office of Business Development in Boston, working with Acumen Solutions, developed the Boston Business Hub on to provide businesses and entrepreneurs looking to start, relocate and expand customized customer service based on their specific needs
Customer centric -- centralizes information for businesses to connect to multiple (more than 10 different) agencies;
Internal collaboration -- staff crowdsources answers to walk businesses though approvals
External partner collaboration -- connects businesses with economic development experts to offer value-added information based on their needs, business type, location and stage of the business.
Seamless integration – easy-to-navigate site connected to the city’s back-end data
Resolution:
Boston Business Hub put the power of social networking to work in an online hub with everything a new business needs—and where multiple agencies and partners can collaborate -- to help that new business prosper and create new jobs.
Efficiency -- saving valuable time by streamlining and automating the city’s permit processes -- reduced response to 2 business days
Better service -- licensing wizard provides personalized road maps customized for each business
Culture -- city employees empowered to better serve their customers – questions get answered by the right people, right away
Our goal was to have a relevant response to every constituent inquiry within 2 days. We shattered that goal.
- Rafael Carbonell, Deputy Director, City of Boston Office of Business Development

11. Colorado Builds Award-Winning Transportation Budgeting App
One-stop portal for airports to manage capital planning, grant applications, and spending Streamlines operations and fosters collaboration across agencies
Implemented in less than 9 weeks
Better information  Better planning  Better services for Coloradans
Improving the Capital Budget in the DOT Aeronautics Division
The DOT’s Aeronautics Division manages funding for hundreds of local airports throughout the state. Previously their process had been supported through a series of s and spreadsheets. A Force.com application built on Authenticated Sites technology provides a "one-stop shop" portal for airports to manage and monitor capital planning, grant applications, spending, and tax funds in real time. The application eliminates much of the previously intense manual communication that was required by both local airport officials and DOT employees once grant applications had been submitted. The application has been showcased throughout the Department of Transportation and nominated for an award by the National Association of State Aeronautics Officials.
Salesforce can adapt and morph itself to fulfill our every need.
- Colorado Statewide Internet Portal Authority

12. Colorado Governor Personalizes Constituent Services
Governor’s office provides personalized engagement for over 5 million residents deployed in 2 weeks
Responding to thousands of daily letters, s, web forms, faxes and phone calls
Puts citizens first and personalizes official recognition for anniversaries, retirements, and other ceremonies e.g., Eagle Scouts
Managing the Governor’s Correspondence
The Governor and Lt. Governor receive thousands of letters and requests for assistance annually. The correspondence varies from irate citizens voicing their opinions, to requests to resolve missing unemployment checks to recognition requests for Eagle Scouts. Salesforce.com replaced a legacy application (CapCorr) to improve response time and team productivity while insuring that all deserving inquiries receive a response.
Key features include:
15 unique web forms that allow the public to submit a range of common requests such as Retirement and Anniversary congratulatory letters
Automated routing of all requests to the appropriate correspondence or citizen advocate team member for follow though
The ability to flexibly create standard replies to common issues and print personalized versions
Linking all correspondence to a unique record for each contact including all 2,000,000 registered voters in the State as well as the ability to segment elected officials, VIPs, and other constituencies for special handling
An automated process for engaging the Governor’s policy team when hot
Dashboards to track the quantity of all interactions and key metrics such as correspondence awaiting a response, average response time, etc.
Salesforce can adapt and morph itself to fulfill our every need.
- Colorado Statewide Internet Portal Authority

13. NJ TRANSIT Rolls on with Social, Mobile, Open Service
Largest US statewide public transit system (250M passengers/year)
Customer Service Portal with dozens of custom apps
Integrated social media engagement
Increased customer inquiry handling by 500%
Reduced response time by 35% without adding staff
The Point:
A social-enabled call center built on the world’s leading platform allows government agencies like NJTRANSIT to deliver world-class customer service and much more.
Setting:
NJTRANSIT is the nation’s largest statewide transit system. A provider of bus, rail, and light rail services, the agency needed a robust customer service system to capture feedback on 900,000 daily trips from over 250 million annual passengers who travel on 247 bus routes, 26 bus stations, 11 commuter rail lines, and 3 light rail lines.
Complication:
They had and aging legacy IT infrastructure. Their old system:
Was only available to a limited number of employees and at limited times
Did not track all the required customer information needed to be productive and effective
Did not provide management with real insight into agency’s operations
Did not allow them to interact with their customers (riders) where they wanted to interact.
Turning Point:
In 2005, NJTRANSIT was among the first government agencies to turn to the cloud. They rolled out a customer service solution in just a few months that instantly scaled to over 150 agents. All service reps were able to access the same knowledge resolution info and it was available The solution integrated directly with the NJT website and other systems and real-time dashboards provided actionable analytics for management.
Because it was built on the platform, NJT could easily continue to innovate incrementally; they have added more than a dozen different apps ranging from managing correspondence management, group sales, undercover fraud investigations to civil rights enforcement, and emergency response teams.
They downloaded an app from the AppExchange for Government (SassPoint) to better manage field investigations. The mobile field scheduler app that was available anywhere from any device. The one app alone saved them more than $200,000 in development costs and decreased the average response time from 7 days to 2 days without adding any additional staff.
NJT is also using the marketing cloud to listen to and engage with their riders everywhere they are speaking to -- and about -- them.
Resolution:
NJT is operating a call center for the social era that empowers them to deliver world-class service like the best private sector companies.
They drastically raised customer inquiry handling by 500%
They drastically reduced response time -- by 35%
And they are engaging with their riders where and when they want to engage.
All of this with the same headcount.
Products: Service Cloud, Marketing Cloud
Unlike traditional software, with Salesforce you can model the application around your business.”
- Anthony M. Grieco, NJ TRANSIT

14. City of Elgin Using Chatter to Improve Snow and Ice Removal
City’s snow command center on Chatter where public works staff, police, the fire department work collaboratively
All information – streets to be cleared, emergencies, how/who is addressing, even picture to show resolution – in one place
Part of broader comprehensive 311 solution for city services
Tonight the city of Elgin will be the first city to use #salesforce.com #chatter to manage snow and ice removal efforts.
- Dan Ault, City of Elgin

15. Canadian Public Sector Success

16. Canadian Leaders salesforce.com
Currently used by
6,000+ customers in Canada
all six national banks
five major insurance firms
all three national telco providers
high-tech leaders
various public-sector agencies

17. Thank You
reyram
linkedin.com/in/reyram