Salesforce.com CRM Overview

By: Acceler8 consulting

CRM market leader According to Gartner, Salesforce is 2012 CRM market leader in

Sales automation, customer service & contact center, and in social

CRM

Reliability and scalability

The Cloud Computing Saving

Technology Model:

Multi-tenant

Automatic Upgrades

World-Class Security

5x Faster, ½ Cost

Business Model:

Subscription

No Capital Expense

Pay-As-You-Go

Scales Easily

IDC White Paper sponsored by Salesforce.com: “Force.com Cloud Platform Drives Huge Time to Market and Cost Savings”, Doc # 219965, September, 2009

The Real-Time Cloud

Over 3 million CRM users, to mention some:

Cisco (20,000+ users)

Symantec (25,000+ users)

Japan Post (65,000+ users)

General Electric

Well Fargo Bank

Dubai Holding

Global Village

Al Etihad airlines

Emirates Airlines

DU telecom

Standard Chartered Bank

Dell computers

Thuraya

Ferrari World

SCTA Portal Workflows & Escalations

Offers Registration

Partners management

Marketing Reports &Analytics

Cases/ticketsManagement

Knowledge baseManagement

Partners Management (clients)

Capture and

manager partners

details

Qualify and register

partners

Track partners

Offers & activities

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2

3

Offers Management (Products, services)

Automate offers submittal, and registrations with search

function, based on city, region, type of offer…

Manage offers roll out and expiration

Track and manage offers, emails active offers based on

customers interest, and analyze response, using custom

made surveys.

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2

3

Case Management

Automate cases submittal &

routing (complains,

suggestions, requests)

Complete case lifecycle

management with full history

tracking and ability to attach

support related documents

Multiple support channels

(phone, email, chat, portal…)

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2

3

SCTA Portal

Gain real-time

visibility

Track partners

offers, and

customers

response

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2

Workflow and approvals

Marketing management

From leads

generation and

qualifying into

mass emails, and

campaigns ROI

tracking

SMS and email

integration

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2

Reporting & Analytics

On-Demand

Reports and

Dashboards

Customized for

your SCTA

needs

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2

360 view with SF dashboards

Capture offers

online or through

call center

Run reports

Track & analyze

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2

3

Social media integration

1000+ custom developed Applications