1. Business Success for Small &
Medium Businesses
Ask the Experts
Rhonda Robati, salesforce.com
Commercial SMB Manager, Australia & New Zealand

2. Safe harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any
such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could
differ materially from the results expressed or implied by the forward-looking statements we make. All statements
other than statements of historical fact could be deemed forward-looking, including any projections of product or
service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding
strategies or plans of management for future operations, statements of belief, any statements concerning new,
planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and
delivering new functionality for our service, new products and services, our new business model, our past operating
losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting,
breach of our security measures, the outcome of intellectual property and other litigation, risks associated with
possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history,
our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and
successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and
selling to larger enterprise customers. Further information on potential factors that could affect the financial results of
salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31,
2012. This documents and others containing important disclosures are available on the SEC Filings section of the
Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements
are not currently available and may not be delivered on time or at all. Customers who purchase our services should
make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no
obligation and does not intend to update these forward-looking statements.

3. Session Objectives
• How successful companies transformed their business
• Gain insight into how salesforce.com solutions can
help grow your business efficiently and effectively
• Offer a benchmark to your checklist (people, process &
tools) in transforming your business to thrive, not just
survive

4. Agenda
Introduction – Rhonda Robati, salesforce.com
Customer Story – Ash Richardson, Nu Steel Homes
Customer Story – Ben Bradshaw, SponsoredLinx
Customer Story – Brian Boyd, RealEstateInvestor.com.au
Q&A

5. Small & Medium Businesses Are Driving the
Economy
50% 64%
Private Sector Jobs Generated in
Employees Past 15 Years
U.S. Department of Commerce, U.S. Small Business Administration, U.S.
Census Bureau

6. But Small & Medium Businesses Face Unique
Challenges
Limited IT Disconnected Lack of Business
Resources Systems Insight
Business
Struggles

7. Ash Richardson
Managing Director

8. What do you do as a business?

9. Why Salesforce?
• Workflow – not just a sales database
• Intuitive usability – training / speed of change / adoption
• In-house customisation – every week
•Market leader + AppExchange growth

10. What are the results / outcomes?
• Fully automated sales process
• 210 steps from enquiry to “house keys”
•Staff roles allocated against each step – clear accountability
•Workflow triggers for x-team next steps
• Tailored reports/dashboards for every internal meeting
• Company policies and “how to” knowledge as individual Solutions
• Approvals/exceptions tracked per job
• Inbound calls and internal initiatives tracked
•Transparent client “weekly” and “milestone” satisfaction call checks
•Minimal but high impact custom code innovation:
• Supplier quotes and purchasing
• Materials deliveries and build schedules
• Tracking $ variations

11. What would you do differently?
• Run whole business on Salesforce from the start … sales / service / support /
on-selling
• Avoid systems integration … use AppExchange or stay flexible
• 100% staff adoption requires less carrot and consistent stick … audits / bonus
reductions
•Start implementation with all executives … rethink processes / KPIs /
information / roles / outsourcing

12. Ben Bradshaw
CEO & Founder

13. What do you do as a business?
• SponsoredLinX provide online marketing service & advice with total solutions
• Australia‟s Largest Google Partner
• We service 1000‟s of businesses Australia-wide
• Develop Web & Mobile Solutions

14. Why Salesforce?
• No infrastructure to maintain and look after
• Salesforce are able to scale to your business needs and requirements
• Ability to lock aspects of Salesforce to Roles and Profiles
• Centralised Dashboards and Sales Figures
• Extensive API usage & supported by a wide range of third party applications

15. What are the results / outcomes?
• Speed & flexibility including customisation specific to our business processes
• Improved productivity for staff - which filters through to happier customers
• Improved collaboration between staff and departments
• Centralised enquiry collection from all our websites
• Better workflow from initial enquiry, right through to accounts and contacts

16. What would you do differently?
• Rollout Salesforce in stages per department instead of company wide
• Spend more time training staff of the benefits during Salesforce rollout
• Setup Salesforce earlier rather then later in the business life-cycle

17. Brian Boyd
CEO

18. What does your business do?
• Assist members / clients to create their own wealth through direct property
ownership
• Research and identify investment „hot spots‟ that will provide capital growth
in the medium term
• Project manage client‟s investment property construction

19. Why Salesforce?
We require….
• Ability to make small customisations „in house‟
• Access by my mobile sales team and sales co-ordinator

20. What are the results / outcomes
• Ability to access excellent reporting
• Ability to make customisations as required
• Inability to maximise Salesforce as cannot
locate a „local‟ partner that can adopt a sales
environment within the customisations

21. What would you do differently?
• Map out all processes in detail prior to engaging a consultant to customise
Salesforce