© 2010 VMware Inc. All rights reserved

Confidential

Partner Central Globalization Case Study

Naeem Randhawa (VMware)

David Wylie (VMware) Adam Blau (Lingoport)

Jeff Chang (VMware) Milen Epik (Lingoport)

2

Overview & Introductions

3

Webinar Agenda

Introductions

• Team intro

• VMWare Partner Central overview

• Why Lingoport?

Partner Central Globalization Story

• Challenges faced

• Solutions

• Results

• Lessons Learned

Q&A

4

Our love of acronyms

Internationalization (i18n): Process of making a single code base locale-

independent, so it can be localized without source code changes.

Localization (l10n): Translation & application of locale terms and style so that it

looks locale-specific, i.e. looks and reads like a product native to the respective

market.

Globalization (G11N): In the context of software includes both i18n and l10n.

SFDC: Salesforce.com

5

Introductions

Team Introductions

• Naeem Randhawa, Sr. Manager, Partner Portal Operations, VMware

• David Wylie, Partner Portal Manager, VMware

• Jeff Chang, Director of Corporate Globalization, VMware

• Milen Epik, Globalization Project Manager, Lingoport

• Adam Blau, VP Sales, Lingoport

6

VMware Overview

Global leader in virtualization and cloud infrastructure,

delivering customer-proven solutions that accelerate IT by

reducing complexity and enabling more flexible, agile

service delivery.

Over 400K customers and 95% of Fortune 1000 co’s.

Focus 1: Software Defined Data Center (SDDC)

Focus 2: Hybrid Cloud

Focus 3: End User Computing (EUC)

$4.61 Billion in 2012/ 17,000 Employees

VMW Portals: SFDC Customer (CRM)/ Service/ Partner (PRM)

85% Revenue through Partner Network

VMW Net Promoter Score 68% (best in class 70%)

7

VMware Partner Central Overview

50,000+ Global Partners/ 300,000+ Users

Multi-tier (Registered/ Pro/ Enterprise/ Premiere)

Partner Success Lifecycle: Enable> Create

Demand> Sell> Rewards

Visit Partner Central for:

Education/ Certs

Opportunity Registration

Product Information

Marketing Materials

Sales Tools/ ROI Calculators

Partner Reward Program Information

and much more!

8

English

(Content: 汉语

Français

Deutsch

Italiano

日本語

한국

Português

Русский

Español)

Partner University

Tie

r 2

Tie

rr1

English 汉语

Français

Deutsch

Italiano

日本語

한국

Português

Русский

Español

Incentive Platform

English

Opportunity Registration

English

中文

Sales Tools

Français Español Português

Deutsch Nederlands Čeština

Italiano Polski Русский

Svenska 简体中文 日本語

한국어 繁體中文

No Platform Localization Phone

Email

English

汉语

Français

Deutsch

Italiano

日本語

한국

Português

Español

Disconnected User Experience No Overall Alignment / Governance

Lack of Infrastructure Investment IT / PRB Prioritization

Tie

r 3

English

Marketing

VMW L10n As-Is State Overview

9

L10N/ I18N Program Objective

Unified translation platform serve

enhanced and quicker to market

communication

International data strategy in support

of Partner Central, publish once

and broadcast

Competitive advantage, direct impact

on revenue & market share

Defined Ownership and clear

governance structure on growing

localization needs

Integrated platform support

(SFDC), improved Personalization

and Search for local content

Lack a consistent and scalable

process for localizing and

translating content for our partners

worldwide.

Estimated usability of Partner

Central within Geo is less than

10% due to lack of localization

Limited growth of our partners

where local language translation is

required.

No governance or central

ownership of translated content

Partners have been asking for

localization for extended time

10

Q1 Q1 Q2 Q4 Q3 Q2

2013 2012

Da

ta L

aye

r C

on

ten

t L

ayer

Requirmnts.

QA Testing/ Performance/ Automation

SFDC Integration/ Development

L10N Integration/ Services (Content/ Data)

I18N Integration/ Services (Content/ Data)

Anlys.

Training

Support

Training

Governance

Design

Chinese

Japanese

100 Pages/

600 Widgets

20 VisualF Pgs

Deal Reg Form

8 Additional

Languages

100 Pages/

600 Widgets

Plus more…

VMware G11N Timelines

11

Why Lingoport?

VMware Corporate Globalization Team

• Focus on GTM Globalization

• GEO and Corporate teams

• Planning – Localization - Tools

VMware needed active participation, guidance and perspective with

the internationalization components of the project.

• Assessment – Needed to identify specific i18n issues in the code base and

provide recommendations on how to fix them.

• Technical dependencies – excellence in various programming languages for

i18n support, experience with TeamSite, SFDC

• Workflow – detecting which issues are priority & are part of the business case,

serving as advisor to implementation teams.

• Development and project plans – scanning code using Globalyzer to find i18n

issues, estimating project duration.

12

Why Lingoport?

Program Management Support to drive i18n and l10n

deployment.

13

Globalization Challenges

David Wylie & Milen Epik

14

15

Planning for G11N

Business Goals

Effort

Budget

BRD/FRD

Content Section

I18N Planning

Localization Planning

Process Design

POC Process Finalization

Budgets & Schedules

Trainings &

Kickoff

Process,

Schedule, and Budget

L10N Planning

I18N Planning

Content Selection

16

Challenges: Internationalization (I18N)

Internationalization

JP Sorting Hidden hard

coded strings

Developer Education

Cultural adaptation

Concate-nations

Lang & Locale

switches

State Province Country

lists

Parsing

Insertion

Data Entry & other systems

Character Sets

Fonts & Images

Address & Phone

numbers

Currency and

Number Formats

Date & Time

formats

String extrac-tions

Expected I18N Challenges

17

Challenges: Localization (L10N)

Dynamic & modular content – Difficult to translate without context

Missed application strings – New content drops late in game

Hard delivery dates - Crunched schedules

Review & QA challenges – Overlapping phases, evolving English site

Budget, and schedules in constant change

L10N

Challenged!

18

Business -

• Never been done before at VMware

• Aggressive timelines and set launch date

• Six time zones spanning 17 hours

• Local resources were managing L10n needs as their “second job”

• Corporate priorities vs. GEO requirements

• Tier 1 Project – Executive Accountability

• Localization ROI – How to best measure

• Communication and Training

Technical -

• More than just web content – CRM/PRM platform

• Highly customized PRM solution

• Some dependencies on Salesforce I18n

• External systems introduced limitations

• Other portals have various levels of L10n

• No integration with our TMS platform

• Never engaged GEO testers before

Challenges:

Content –

• Pre-existing Localized content

• Scope limited by time and localization process

• Content Governance – very open

• What do we translate, what is not translated

Culture –

• Most English-incompatible countries

• Lack of understanding of cultural differences

• Poor “global source” content

• You never know what will be an issue…

19

Challenges: … you never know

20

Solutions

David Wylie & Milen Epik

21

Solution: Corporate Balance & Content Related

Balancing Act -

• Engaged GEO executives and stakeholders to identify priorities

• Analyzed our Partner Eco-system, 90+% Solution Providers, 6% Service Providers, Others – 3%

• Our Globalization Team and Lingoport conducted an I18n audit and requirements definition

• Performed gap analysis and implemented what could be implemented, identified other items as deferred – but NOT to be ignored

• Leveraged our onsite Accenture resources to assist with solution development

• Consulted with Salesforce and other customers at Dreamforce

22

Solutions: Internationalization (I18N)

Issue Cause Solution

• Application code not

internationalized at all

• First portal to localize at VMware • I18N Assessment & Best

Practice Recommendations

• Data entry • Not all downstream systems and

databases internationalized yet

• Identify touch points; phased

I18N enablement.

•Missed hard-coded

application strings and

messages

• New code skipped I18N enabling

& testing

• Machine translation makes it hard

to detect in L10N testing

Remove auto-translations &

Redo I18N enablement testing

• Sorting in pick lists

• JP prefecture sorting

• Auto- translations

• Some Concatenations

• Limitations with underlying tools

and platform

• Work with tool vendors

• Identify workarounds with

collaboration of IT & Geo’s

• Use US English for now; and

push out to later phase

• Locale management • 3rd party tool support

• Developer understanding of locale

versus language

• Careful thinking of how to

match language and country to

locale management

• Developer education •First time I18N effort of this portal;

developers trivialized importance of

I18N/L10N; took assessment

recommendations as optional

• Point back to I18N report

• Train, educate, and share

mindset along the way, and with

hard lessons learned

23

Solutions: Localization (L10N)

Issue Cause Solution

•Difficult to translate •Dynamic and highly

modular content

•Screen shots

•Excel sheets w/ comments

•Guidelines for Master Data

• Difficult to review •Dynamic and highly

modular content

•Customized local sites

•English sites can’t be

frozen

• Access to staging server

for localized content

• Collaboration on review

between business and

linguistic reviewers

•New unplanned content

drops

• Crunched schedules

• Missed application

strings

• Hard delivery dates

•Insert into schedule

somehow, causing L10N

process steps to overlap

• QA starts prior to

review being finalized

• New content drops &

hard delivery dates &

phases overlap

•Track review feedback as

bugs in QA

• Budget & schedule flux • All of the above • Adjust, and anticipate

24

Solutions: Testing

• LOTS of testing

• Cross training of teams

• Agreements on exit &

success criteria

• Lots of collaboration

between teams

• Nightly meetings, demos,

and holding

I18n Enablement Testing

• Upon the completion of software I18N development, and functional testing

• Includes Pseudo-localization testing

• Initial round performed by Lingoport

• Meetings and written guides to provide IT/QA teams ability to establish I18 testing in ongoing practices

L10n Verificati

on

•Linguistic verification by translation vendor

•In-context linguistic verification on staging server(s

L10n QA

•On staging server(s)

•Trainings, demos, and nightly meetings

•Support testers with application knowledge, login credentials to reach content to test

CRP

•Conference Room Pilot

•Small version of UAT with selected pilot team of business stakeholders

•Functional QA and of different scenarios

•Final review of localized content in context

UAT

•User Acceptance testing

•All stakeholders responsible of the final localized site

25

Results/Lessons Learned Naeem Randhawa

26

27

Results

Highlights: Launch 10/22/13

Governance model L10n process in place

Business Owners, Content Managers, Editors,

Authors, Publishers

Resources in place, reviewing 2013 plan

Next Phase started – will double content

Q4 Metrics Japanese

31,2oo Total Page Views

8,869 Unique Monthly Visitors

9th in total PC page views!

Chinese 13,568 Total Page Views

4,151 Unique Monthly Visitors

17th in total PC page views!

28

Lessons Learned/ Next Steps

Lessons Learned Fundamentals first: understand your technology play – CMS needed, SFDC stack

Integration Cycle: Implement Globalization Management System, integrate with the CMS

I18n First, then L10n: I18N is always key, and should be implemented fully prior to localization

Test, Test, Test: Add sufficient time for testing, and ensure one step is finished before moving

on to the next step (Tech QA vs. L10n QA).

Governance: Content governance & Information Architecture to support it is a must

Next Steps

Metrics: prove your success with right KPI’s, measure to BUSINESS ROI!

Execute OpEx Plan: maintain, operate, and scale to ongoing commitment

Socialize & Train: Corporate culture slow to adapt/ train (Townhalls, Sharepoint sites, etc)

Continuous Optimization: how can we improve process? Improve time cycle?

More Languages: 2013 – planning for 8 more languages (French, German first – tolerance)

29

Questions & Answers

Adam Blau Naeem Randhawa

ablau@lingoport.com nrandhawa@vmware.com

Milen Epik

mepik@lingoport.com

30

Localization Reporting: China/Japan

Total Solution

Provider Partners

Total Solution

Provider User

Accounts

Total Unique

Partner User

Account Logons

(Solution

Providers)

Unique Partner User

Account Logons per

Total User Accounts (in

region)

Total Opportunity

Registrations

Total Opportunity

Registrations per

partner

Growth Trend (*based on Q4

Partners against Q3 Opp Reg)

Eligible Net Bookings (All =

ANZ,ASEAN,GC,INDIA,JAPAN,KOREA )

% of APAC

(ANZ,ASEAN,GC,INDIA,JA

PAN,KOREA) Net

Bookings

Eligible Net

Bookings Trend

Average number of

user accounts per

partner accounts

All 18,146 149,012 14,349 10% 16,591 0.9 31,230,761.99$ 8

China 1,918 10,651 1,385 13% 1,053 0.5 5,155,064.93$ 16.51% 6

Japan 1,446 29,566 3,419 12% 480 0.3 9,997,450.67$ 32.01% 20

Australia 2,059 10,046 836 8% 541 0.3 6,473,884.57$ 20.73% 5

New Zealand 331 1,350 126 9% 82 0.2 * AUS + NZ 4

United States 12,387 97,398 8,583 9% 14,435 1.2 197,678,552.87$ 632.96% 8

All = Solution Provider data covers: AUSTRALIA,CHINA,JAPAN,NEW ZEALAND,UNITED STATES and for bookings: ANZ,ASEAN,GC,INDIA,JAPAN,KOREA 1

Headlines -

Partner Tools | PC L10n Phase I Core Metrics

(Full Dashboard on SharePoint L10n Site)

Net Bookings 11Q4 12Q1 12Q2 12Q3 12Q4

Japan 8,620,982$ 11,964,666$ 9,156,099$ 11,325,957$ 9,997,451$

j

$8,620,982

$11,964,666

$9,156,099

$11,325,957

$9,997,451

$-

$2,000,000

$4,000,000

$6,000,000

$8,000,000

$10,000,000

$12,000,000

$14,000,000

11Q4 12Q1 12Q2 12Q3 12Q4

Eligable Net Bookings - Source: VMDash

Net Bookings 11Q4 12Q1 12Q2 12Q3 12Q4

China 7,062,667$ 5,491,925$ 6,367,891$ 6,187,677$ 5,155,065$

j

$7,062,667

$5,491,925

$6,367,891 $6,187,677

$5,155,065

$-

$1,000,000

$2,000,000

$3,000,000

$4,000,000

$5,000,000

$6,000,000

$7,000,000

$8,000,000

11Q4 12Q1 12Q2 12Q3 12Q4

Eligable Net Bookings - Source: VMDash

Japan

China

Japanese Q4* 31,2oo Total Page Views

8,869 Unique Monthly Visitors

9th in total PC page views

Chinese Q4* 13,568 Total Page Views

4,151 Unique Monthly Visitors

17th in total PC page views

31

#9 - Japanese

#17 Chinese (Simplified)

Partner Tools | PC L10n Phase I Q4 Page Views

Pages Report Wed. 3 Oct. 2012 - Mon. 31 Dec. 2012

Rank Page ToP

1. PCHome : SolPro.en 264,767 21.1% 140,149 19.0% 82,562 16.1% 2.66 81,116 19.6%

2. PCHome : SolPro 68,829 5.5% 40,542 5.5% 22,920 4.5% 2.81 24,782 6.0%

3. Deal Registration Basic.English.en 58,845 4.7% 32,559 4.4% 19,571 3.8% 6.31 31,203 7.5%

4. My Program: Pick List.English.en 55,256 4.4% 30,046 4.1% 24,327 4.7% 2.80 16,767 4.0%

5. Incentives.English.en 54,808 4.4% 32,811 4.4% 17,100 3.3% 3.33 27,227 6.6%

6. PCHome : Distributor.en 43,992 3.5% 25,071 3.4% 6,668 1.3% 3.53 20,332 4.9%

7. Sales.English.en 34,893 2.8% 23,897 3.2% 18,397 3.6% 1.23 5,365 1.3%

8. Products & Solutions.English.en 31,577 2.5% 21,281 2.9% 18,219 3.5% 1.39 5,192 1.3%

9. PCHome : SolPro.ja 31,200 2.5% 14,704 2.0% 8,863 1.7% 3.14 11,131 2.7%

10. PCHome : ServPro.en 18,608 1.5% 9,650 1.3% 6,540 1.3% 3.08 6,325 1.5%

11. My Program: Pick List 18,223 1.5% 9,624 1.3% 7,724 1.5% 3.13 5,692 1.4%

12. PCHome : corp.resell.en 15,872 1.3% 9,624 1.3% 4,981 1.0% 1.92 4,777 1.2%

13. Opportunity Registration 15,414 1.2% 9,426 1.3% 5,640 1.1% 5.73 8,362 2.0%

14. Renew als.English.en 15,091 1.2% 8,806 1.2% 3,783 0.7% 6.96 10,452 2.5%

15. Contact Us.English.en 14,584 1.2% 10,116 1.4% 8,819 1.7% 3.55 5,017 1.2%

16. Incentives 14,383 1.1% 8,972 1.2% 4,381 0.9% 3.70 7,245 1.7%

17. PCHome : SolPro.zh_CN 13,568 1.1% 7,243 1.0% 4,150 0.8% 3.91 4,468 1.1%

18. marketing.English.en 11,663 0.9% 8,440 1.1% 7,414 1.4% 1.58 1,910 0.5%

19. My Program: Solution Provider.English.en 11,509 0.9% 7,210 1.0% 6,343 1.2% 2.34 2,433 0.6%

20. Sales 11,165 0.9% 7,503 1.0% 5,710 1.1% 1.28 1,596 0.4%

Page Views Daily Visitors Monthly Visitors Exits

#1 - All Others

Launch on October 22nd!

32

Challenges: Business (David)

• Funding required executive buy-in

• Tier 1 Project meant greater executive scrutiny

• Harder to schedule Steering Committee meetings due to executive availability

• Great questions and challenges from the Committee though….

• Measuring impact of L10N on ROI

• Very hard to tie impact of Localization directly to increased revenue

• Assumptions made with regard to increased Partner participation

• Reduced errors in Deal Registration submissions

• Remove barriers to growth and development of new Partners and Partner Users

• Gain competitive parity with other high-tech companies in the regions

• **Mixed breed localization offering across company sites (dif. portals and tools have

varying levels of l10n)??? dw

• Communication planning

• Announcements and training in multiple languages

• Time zone challenges

• Different delivery mechanisms for APJ and rest of world

33

Challenges: Content Related (David)

• Pre-existing custom local web site for one of the locales

• Static pages developed by local business

• All content did not follow corporate branding or style guidelines

• Had to determine what to keep and what to delete – needed navigation to retained

content

• No forms, templates or application pages, just static content

• Local business showed great capability to support there needs, but also created some

issues with global policies and guidelines for programs

• Our portal is 70+% custom developed and there is no real content

management system or change control

• Content Governance Model –

• Let anyone that owns content, edit the content

• Let anyone that can edit the content, do so at any time

• 100+ content editors with limited tracking of changes

• Content split into silos with autonomous control

34

Challenges: Cultural (David)

35

Solution: Corporate Balance & Content Related (David)

• David: Finding balance between satisfying corporate/business needs, +

regional/cultural requirements + technology limitations

• Careful decision making on features to support

• Finding a balance of corporate and local content needs

• I18N Assessment

• I18N Engineering & SFDC workarounds

• David: Manual content loading and management processes