I T E001 Chancellor 091707

On-Demand Best Practices from the Salesforce.com CIO Trae Chancellor Track: IT Exec

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We need to stop spending “Dead Money” March 2007 On average, $8 out of every $10 spent in IT is ‘dead money’ - not contributing directly to business change or growth September 2006 … infrastructure and utility applications account for 68 percent, or more than two-thirds of all IT spending; however, they make no direct business performance improvement.

Move from Infrastructure to Innovation Innovation Infrastructure Services Security Network Storage Operating System Database App Server Web Server Data Center Disaster Recovery Application Services Security Sharing Integration Customization Web Services API Multi-Language Multi-Currency Workflow Analytics Multi-Device Messaging Search Operations Services Authentication Availability Monitoring Patch Mgmt Upgrades Backup NOC CIO

How Salesforce.com IT Innovates Application and Business Process Rationalization Workflow Analytics Security Usability Data intensity and logic intensity Based on the requirements we choose Extend native functionality of existing Salesforce model Create custom app AppExchange partnership with integration

IT Solution Delivery App Portfolio management IT Project Pipeline visibility Demand management Investment evaluations Project management Status reporting Issue & risk management Release visibility Resource management Capacity planning by skill, resource type, date Demand analysis Dashboards and Reports

Intranet Integration Business Problem Integrate Intranet functions with Salesforce Multiple applications and databases Business Solution Salesforce Call Center Solutions Case Management Quarterly certifications with workflow and reports

Automate Paid Time Off Process Business Problem Manual processes and limited integration Process was prone to error due to manual entry Managers had poor visibility into employees availability Reporting for compliance was inefficient Business Solution Automated submissions and approval of TO requests in Custom object Eliminated manual data entry Team TO calendar and visibility Integrated with HR and Payroll systems

Manage the Recruiting Process Business Problem Recruiting had to be managed manually by HR Spreadsheets Leads were manually entered and tracked from Internet Job profiles were managed separately from the rest of the HR information Business Solution Integration between salesforce.com recruiting application HRMS and Internet automates new hire process Once requisition changes status to Hired, new hire record is recorded in Workday Eliminated manual data entry Pipeline visibility and Dashboards

ERP – Integration (Quote-to-Cash) Business Problem Salesforce is used for Order management and Oracle is used for Accounts Receivable Customers need access to their invoices and payment history Business Solution Automated billing and synchronization with Oracle AR Billing code has been created using APEX Draft invoices are sent to Oracle, final invoices are imported back to Salesforce for presentation Payments are imported from Oracle to Salesforce for presentation

Sales Commissions – The Platform and Integration Business Problem Commission system performance and legacy systems Processing and reports not aligned with business growth Business Solution Commissionable events created in Salesforce using APEX Integration to Xactly for processing Roll-out of AppExchange Estimator for Sales commissions No additional hardware, database licenses, datacenter space or administration Retired legacy systems

Change Management Process Innovation and demand will come from everywhere Development/QA/Release processes Innovate quickly Agile methods Sandbox and full user acceptance testing IT Change Control Full governance and compliance activities

On-Demand Solutions Building and deploying solutions on the Platform Not just for CRM anymore Rationalization Innovative Application Examples Extend native functionality of existing Salesforce model Create custom app AppExchange partnership with integration Change Management and Operations

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Trae Chancellor VP, Information Technology Alex Denissov Director, IT Development Chris Tiernan Manager, Integration Development QUESTION & ANSWER SESSION Salesforce Salesforce Salesforce

: Five paths to integration success A comprehensive family of technologies built on top of the Apex Web Services API Mash-ups from AppExchange Native Desktop Connectors Integration Middleware Connectors Developer Toolkits Native ERP Connectors 2 3 4 5 1

I T E001 Chancellor 091707

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