Moving Beyond Migration:

Re-Inventing Process in the Cloud

Peter Coffee

Director of Platform Research

salesforce.com

Infrastructure as a ServiceInfrastructure as a Service

Virtual

Servers

Virtual

Servers

Virtual

Servers

Virtual

Servers

Virtual

Servers

Virtual

Servers

Platform as a Service

(PaaS) for the

Inquiring Developer

“Servers as a Service” PaaS as Enterprise

Application Framework

Infrastructure as a ServiceInfrastructure as a Service

Database as a ServiceDatabase as a Service

Python/Java

Application Server

Python/Java

Application Server

~Familiar Developer ModelRapid Scalability

β OfferingInnovative Technology

Supports Large-Scale SaaS

Deep-Dyed Multitenancy

Database as a ServiceDatabase as a Service

The Cloud as a Multi-Product Marketplace

Unlimited Real-Time Customization

Granular Security & Sharing

Programmable Cloud Logic

Real-Time Workflow& Approvals

Programmable User Interface

Integrated Content Library

Infrastructure as a ServiceInfrastructure as a Service

Moving toward an ideal: “Zero, One, Infinity”*

0 On-premise infrastructure

Acquisition cost

Adoption cost

Support cost

1 Coherent and resilient environment – not a brittle “software stack”

∞∞∞∞ Scalability in response to changing need

Integratability/Interoperability with legacy assets and other services

Customizability/Programmability from data, through logic,

up into the user interface without compromising robust multi-tenancy

* From The Jargon File: “Allow none of foo, exactly one of foo, or any number of foo”

What it Means to Promise “The Cloud”

• SSL data encryption

• Optional strict password policies

• SAS 70 Type II & SysTrust Certification

• Security certifications from Fortune 50

financial services customers

• May 2008: ISO 27001 Certification

Platform Security

• Fault tolerant external firewall

• Intrusion detection systems

• Best practices secure systems mgmt

• 3rd party vulnerability assessments

Network Security

• 24x365 on site security

• Biometric readers, man traps

• Anonymous exterior

• Silent alarm

• CCTV

• Motion detection

• N+1 infrastructure

Facility Security

Cloud Security: No Need for Excuses

“There are some strong technical security arguments in favor of Cloud

Computing… (Craig Balding, Fortune 500 security practitioner)

Cloud Integration: No Need for Rip/Replace

Mash-ups from

Web and

AppExchange

Native

Desktop

Connectors

Integration

Partner

Ecosystem

Developer

ToolkitsNative ERP

Connectors

In Search of Platform Leverage

A path of least resistance to high-function applications

Unlimited Real-Time Customization

Granular Security & Sharing

80+ Million Lines of Cloud Logic

245,000 Workflow Rules and Approvals

312,000 UI Customizations

Real-Time Mobile Deployment Real-Time Websites

Integrated Content Library

Real-Time Analytics

800+ Integrated Applications

Multi-Tenant Kernel

ProvenReliability

Real-Time Upgrades

ISO 27001, SAS 70 Type II Certified Security

Proven Scalability(15 billion transactions/Q2)

Real-Time Transparent System Status

3 Global Data Centers & Disaster Recovery

Proven Real-Time integration

Real-Time Sandbox Environments

Real-Time Query Optimizer

Salesforce to Salesforce Sharing

Coherent Code Base and Managed InfrastructureCoherent Code Base and Managed Infrastructure

Your Clicks

Your Code

User Interface

Logic

Database

Metadata representations:

Rigorously partitioned data, logic and customizations for multiple customers

Build strategic applications

Customize any aspect

Upgrade when convenient

Preserve IP control

Enterprise Clouds Enable Deep Customization

Development Reinvented, not Just Relocated

� Nucleus Research analyzed Force.com deployments: found

average 4.9 times faster development (range 1.5x-10x)

versus Java or .Net

– Custom objects

– Administrative tools

– Workflow engine

– Pre-tested platform

� Galorath Inc. compared developers’ Force.com productivity to

Java development

– Requirements definition time reduced 25% due to rapid prototyping

– Testing effort reduced by (typically) more than 10%

– Development productivity of new code 5x greater

– Overall project cost 30-40% less

� CustomerSat sampled more than 1,100 Force.com

development teams during summer 2009

– Average experience: 4 applications deployed to date

– Average project cost savings: 48%

– Average project acceleration: 5.1x

The Force.com Visual Process ManagerHow it works

Process Designer

Process Simulator Real-time Process Engine

Wizard Builder

Step 1 Step 2 Step 3

Visual Process Designer

� Easy visual authoring

� Multiple process types &

templates

� Real-time process

simulation

� Extensible plug-in

architecture

UI Wizard Builder

� Rapidly Create Wizards

� Requires no Code

� Walk users through multi-

step processes

� Dynamic decisions and

branching

� Displayed as Mashups in UI

Process Simulator

� Process walkthroughs

� UI displayed in Simulator

� Conflict resolution

� Auto verification

Real-time Process Engine

� Multi-tenant

� Multiple process types &

templates

� Real-time process

simulation

� Extensible plug-in

architecture

Real-World Results: Financial Services

� The Phoenix Companies sought a new CRM solution with flexibility, ease of use,

mobile accessibility, low-cost modification capabilities, minimal user training

requirements, and simplified integration with other apps.

� Changeover to Salesforce CRM took less than two months. Working with

salesforce.com partner OKERE (now part of Fujitsu Consulting), Phoenix used the

Force.com platform to create customizations for contracts and underwriting.

� Using the Force.com API, Phoenix integrated several legacy systems with

Salesforce CRM to provide consolidated, real-time access to information.

� The Salesforce CRM implementation cost the company less than one-fourth of the

project’s original budget.

� By streamlining communication between field and inside sales within Salesforce

CRM, Phoenix has reduced phone and email inefficiencies, boosted productivity,

and, in 2005, increased life insurance sales by more than 33%.

� Following its upgrade to Salesforce CRM Unlimited Edition, Phoenix achieved 96%

user adoption.

Real-World Results: Professional Services

� Animators at Law, a leading provider of litigation graphics, litigation consulting &

litigation technology for many of the largest law firms, pioneered a unique system

for identifying the litigation activities of law firms and corporations and wanted to

make the data available to third parties through a subscription-based service.

� In just a few months – with no added development staff – the team created

LawProspector, the first comprehensive sales lead and litigation market

intelligence tool. The application, built on the Force.com platform, integrates with

Salesforce CRM Enterprise Edition and Salesforce CRM Partner Networks.

� LawProspector is integrated with applications from the Force.com AppExchange.

LinkedIn for Salesforce, enables users to access LinkedIn information directly

from Salesforce CRM contact and account records, and Account News Feed

powered by Google News displays relevant news items from Google alongside

Salesforce CRM records.

Real-World Results: Green Manufacturing

� Vetrazzo, a leader in the rapidly growing market of recycled glass countertops,

required an enterprise resource planning (ERP) system it could customize to

handle its unique manufacturing processes. The eco-friendly small business

lacked the budget and personnel required to purchase and implement a

traditional on-premise ERP system.

� Without an IT department, executives wanted to avoid having to purchase and

manage hardware infrastructure. The company needed a Web-based solution

for its national staff that could handle anticipated growth.

� With the help of salesforce.com partner The Claiborne Company, Vetrazzo

expanded on a prototype to build an ERP system customized to fit its specific

business processes. The company’s custom apps include Customer Service and

Order Management; Finished Goods Inventory Management; Production

Planning and Scheduling; Raw Materials Management; Shipping and Logistics;

Document Management, and Warranty Management.

� Planned integration with Quickbooks will tie in financials.

� It’s hard to add security to a tool that shares by default

� It’s possible to add social tools to a proven trust model

How “The Cloud” Creates Communities

The New Conversation

� Take the workplace from

Newton to Einstein

– Not a static space defined

by an org chart

– A relativistic space, dynamically

redefined by relationships

of people and events

� Enable a social component

in every Force.com app

– Current apps simply acquire

the new behavior

Visually Programmed Business RulesMore powerful than formulas, easier than Apex

• Use with assignment, escalation, validation rules, etc.

• Call out to external systems

• Execute asynchronously, in batch, or scheduled

+Business rule evaluates to true

Social Business ProcessesThe intersection between Chatter & VPM

� Collaborative

process creation &

maintenance

� Best practice

sharing

� Integration with

feeds and other

social channels

� Social process

monitoring

Steve Wood. Great – I can help with the case escalation by linking in the Apple Escalation Process.

New process created: iPad Tier 1 Support Process (Goals: Run time, 5 min)

Andrew Leigh. I need to create a new customer service process for the iPad, can you guys help?

Varadarajan Rajaram. Yes, I know this product well – there are a bunch of solutions I can build into this process.

Where ISVs Can Find Their Future

Service Provider TrustLow Cost of EntryFaster Time to MarketAssured Interoperability

Peter CoffeeDirector of Platform Research

pcoffee@salesforce.com

facebook.com/peter.coffee

twitter.com/petercoffee

Q&A?