What’s Cooking in the Service Desk

Track: Service

Montu Mavi, Salesforce.com

David Schild, Phoenix Technologies
Amanda Roberts, Stone Cobra
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.

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 forward-
looking statements, except as required by law.
Salesforce.com and Your Service Desk

ƒ Overview
ƒ Implementing a Service Desk on salesforce.com
“You can do this”
David Schild, Phoenix Technologies
ƒ Best practices in Service Desk
+ Introducing Piit Viper
Amanda Roberts, Stone Cobra
 David Schild
Business Systems Analyst

“
Salesforce.com made it possible for us to roll out a new
corporate helpdesk system in 4 weeks…
”
 Introducing Our Customer
Phoenix Technologies Ltd. - the leader in PC 3.0™ products, services, and
embedded technologies - pioneers open standards and delivers innovative
solutions to the PC industry's top system builders and specifiers.

Headquartered in Milpitas, Calif. USA (Silicon Valley)

Offices in global business and technology centers, including China, India,

Japan, Korea and Taiwan
Salesforce Customer since 2002 Unlimited Edition
7 Customer Support groups, 2 sales groups, product management,
customer portal, and more.
 The Challenge: Fast, Flexible/Scalable, Easy to Design,
with Reports & Dashboards

It had to be out-of-the-box

The system needed to keep up with our growing teams and complex processes

Change Control Management

Reports had to be easy to design and readily available

Maintain an Updated Employee List through integration with OracleHR

 Phoenix Helpdesk with Email2Case and Customer Portal

Email2Case for internal Help tickets

Helpdesk configured with only standard functionality to include:

– 3 queues
– case assignment
– notifications to customers and technicians
– dashboards
– reports emailed to stakeholders
– SLA notifications
– change control w / approvals
– all standard functionality!

Customer Portal rolled out as Employee Portal on Intranet for managing tickets

Integration with OracleHR to populate employee data in salesforce.com using

CastIron

Workflows to create tasks to manage new hires & terminations

All support organizations under one roof

 Salesforce.com enables Phoenix to launch a new
Helpdesk in 4 weeks

The new system supported Helpdesk, Production Operations,

Change Management, and Business Systems/Project Requests

The flexibility of salesforce.com allowed us to incorporate feedback

real-time through an iterative design process

CastIron made integration between OracleHR and Salesforce easy

 Salesforce.com for Phoenix IT

Salesforce.com
Production Corporate Business
Operations Helpdesk Systems
Project Requests
Support Requests
Provisioning for Employee New Hire & Termination
Email2Case for Support Requests
Employee Portal (Customer Portal)
Auto-Assignment to Queue Routing
SLA Warning Notifications
Change Approval Logging
Reports / Dashboards
 Continued Growth for Phoenix…

• Other departments in the company saw the success

of the Helpdesk and are now looking at salesforce.com
for their needs

• Next steps include tighter integrations with our other

systems

• Visualforce components on the Phoenix Employee

Portal will make information easier to find

• Asset Management
The additional benefits of APEX Triggers and VisualForce
will enable Phoenix to quickly achieve measured success
within a short period of time.
Amanda Roberts
CEO, Co-Founder
All About Stone Cobra

Fueling world-class excellence in Service &

Support Organizations through the innovative
use of software and technology solutions.

• Specializing in Service & Support Processes and Technology
• Experts in Knowledge Centered Support (KCSSM)
• Integrated Industry Best Practices: KCSSM, ITIL®, TSIA
• PIIT Viper – native force.com application for IT Helpdesks
• BlackCRM – native application built on Salesforce CRM 
Case Management for World‐Class Support Centers
Audience Poll

Have you
®
heard of ITIL ?

The names ITIL and IT Infrastructure Library are registered trademarks of the
United Kingdom's Office of Government Commerce (OGC).
Audience Poll

Have you heard of

Knowledge Centered
Support (KCS )? SM

SM
KCS is a service mark of the Consortium for Service Innovation™
www.serviceinnovation.org
 SM
What is KCS ?

ƒ A business methodology that was developed to

improve…
9 Operational Efficiency
9 Employee Moral
9 Customer Satisfaction

ƒ KCS was developed by the Consortium for Service

SM

TM
Innovation , www.serviceinnovation.org

SM
KCS is a service mark of the Consortium for Service Innovation™
www.serviceinnovation.org
 ®
What is ITIL ?

Information Technology Infrastructure

Library (ITIL®)

…is a set of concepts and policies for managing

information technology (IT) infrastructure, development
and operations.
Complete IT Service Management
Why ITIL?

ƒ enterprises that effectively implemented ITSM strategies and ITIL

best practices to earn top-performance status, on average
achieved 86% of their SLA goals, which worked
out 139% better than all others

83% efficiency of IT processes or

ƒ experience
112% better than all others surveyed
ƒ experience 63% cost savings from their ITSM
implementations
-Aberdeen Group August 2009
Why KCS?

ƒ Solve Incidents Faster

9 50 - 60% improved time to resolution
9 30 - 50% increase in first contact resolution
ƒ Optimize Use of Resources
9 70% improved time to proficiency
9 20 - 35% improved employee retention
9 20 - 40% improvement in employee satisfaction
ƒ Enable eServices Strategy
9 Improve customer success and use of web self-help
9 Up to 50% case deflection

SM
KCS is a service mark of the Consortium for Service Innovation™
www.serviceinnovation.org
Benefits

ƒ HP Nonstop: Knowledge base content captured and

published quickly - 90% within 12 hours
ƒ Mentor Graphics: Lowered support to revenue margin
by 40%
ƒ Legato: Customer satisfaction rose to over 90%
ƒ VeriSign Security Services: Decreased customer
support issues 88%
ƒ Mentor Graphics: 78% web-based support success
Where Do I Start?

ƒ Incident Management
ƒ Problem Management
ƒ Knowledge Management

70% of respondents state that customer demand for faster

service issue resolution is a driving market pressure
-Aberdeen Group August 2009
An Example: PIIT Viper
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QUESTION & ANSWER
SESSION

AMANDA ROBERTS
CEO, CO-FOUNDER

David Schild
Phoenix Technologies
Get Started with Knowledge…for ½ the Cost

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