A case study to help you understand how Salesforce could help your organisation.

1. Sales Cloud: Connect Your Sales Team
to Grow Sales
Todd Enders, salesforce.com
Dana Teahan, Australian Institute of Management
Chris Tye, salesforce.com

2. Dana Teahan
Australian Institute of Management
Chief Information and Digital Officer

3. Today’s presentation
• Who AIM is
• Some of our challenges
• Path to overcoming them
• Why we selected Salesforce
• A case study – how we use Salesforce
• Benefits
• Some learnings and insights…

4. Our mission (and disclaimer)…
“Building better
managers and better
leaders for a better society”
So we give this presentation freely, for no benefit other
than to help other businesses implement Technology
more effectively as we see Technology requiring strong
management and leadership to succeed.

5. All About AIM NSW & ACT
• A 70+ year old membership based organisation
• A training education provider
• An advocate for Management and Leadership
issues in Australia
• Independently operated in each state (or territory)
• Not for profit

6. Some big challenges…
A risky, old (i.e. 7 years), antiquated
technology environment that didn’t support
the business. In fact they hindered it.

7. Some big challenges…
The web was increasingly important in selling, servicing and
delivering customer experience.
If your systems aren’t built with the web in mind, how can you
achieve this?

8. Some big challenges…
Significant sales and market pressure, we
were on the down part of the cycle.
Training sadly is discretionary spend, often
cut in bad times.

9. Some big challenges…
Started there!!
Significant sales and market pressure, we
were on the down part of the cycle.
Training sadly is discretionary spend, often
cut in bad times.

10. Some big challenges…
Going here!!
Significant sales and market pressure, we
were on the down part of the cycle.
Training sadly is discretionary spend, often
cut in bad times.

11. How did we overcome these challenges?
We would agree some
guiding principles.

12. We agreed these principles…
Commercial, off the shelf,
best of breed applications
Find applications that we could adapt
our business to, rather than the other
way around.

13. We agreed these principles…
Configure –
not customise.
Focus on systems that could be
configured, rather than code
development.

14. We agreed these principles…
Scalable –
in both directions.
Find a solution that could grow (or
shrink!!) with the organisation, but
more importantly support a National
rollout.

15. We agreed these principles…
We’re not a Technology
Company
A hard won realisation. We focus on
using and leveraging technology. Not
running it.

16. Almost went down the wrong road…
CIO
Management,
Board, CEO,
Passerby…

17. Some reasons why Salesforce…

18. Some reasons why Salesforce…
Met our principles.

19. Some reasons why Salesforce…
Supported our
business processes –
Especially Sales,
Customer and Student
Management.
Met our principles.

20. Some reasons why Salesforce…
Supported our
business processes –
Especially Sales,
Customer and Student
Management.
Met our principles.
Was a platform for solutions, an
ecosystem for capability not
just a CRM.

21. Some reasons why Salesforce…
Supported our
business processes –
Especially Sales,
Customer and Student
Management.
Met our principles.
Was a platform for solutions, an
ecosystem for capability not
just a CRM.
Was more cost effective than
Alternatives and fast…

22. By fast we mean start to finish…
Telesales Pilot Sales & Ops Membership
Excluding a long period of planning
and a few mistakes we implemented
the system…

23. Start to finish…
Telesales Pilot Sales & Ops Membership
= 7 Months
Excluding a long period of planning
and a few mistakes we implemented
the system…

24. A Sales Case Study
A web site
Telesales +
Customer Service
Sales people
on the ground
(Lead Generation) (Inbound / Outbound) (Supports Mobility)

25. A lead…

26. A lead…

27. A lead…

28. An opportunity…

29. An opportunity…

30. Volumes
• 120,000 Contacts
• 35,000 Accounts
• Hundreds of Open Opportunities
• Hundres of leads per month
• 4 major integration points
• 15,000 + students a year
• Used by 80% of staff

31. Student registration…

32. Sophisticated Dashboards…

33. Benefits…
Held or grew slightly sales on many
products in a market that has declined
between 20-30%.

34. Benefits…
Operating on less staff, due sadly to
market conditions but similar volumes.
About 40% more efficient than previous
system.

35. Benefits…
Immediate reporting and dashboards
Management have information at
Hand within minutes or hours.

36. Some learnings…
• It’s all in the planning
• 30% is the system
implementation
• 70% is change management
• Clarity of business processes and
business process reengineering
• Strong controls around data