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The Mystery Is Solved: Demystifying Integrations David Cahill, Salesforce.com Prasad Ramakrishnan, Brocade David McMath, Payment Processing Sean Coutts, OpenText Track: IT Executives

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Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . </li></ul><ul><li>Any unreleased services or features referenced in this or other 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 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, except as required by law. </li></ul>

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Our Success is Built on Two Pillars 2 1 Leading enterprise CRM application functionality … delivered on a platform that enables IT success

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Why Choose the AppExchange On Demand Platform? <ul><li>Deployment : No software </li></ul><ul><ul><li>No hardware costs </li></ul></ul><ul><ul><li>Zero cost upgrade </li></ul></ul><ul><ul><li>World class data center </li></ul></ul><ul><li>Development : Full control </li></ul><ul><ul><li>Full application development model </li></ul></ul><ul><ul><li>Robust Web services API </li></ul></ul><ul><ul><li>Complete integration solution </li></ul></ul>“… if you can fully outsource a system yet still have powerful developer hooks available on demand, it’s an IT dream : no operational responsibility with maximum flexibility. That’s what you get with Salesforce.com and Sforce…” Easily meet the most sophisticated & unique business requirements

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Introducing the AppExchange Platform Enterprise Application Development as a Service <ul><li>Customize </li></ul><ul><li>Integrate </li></ul><ul><li>Create New Apps </li></ul><ul><li>Install Packaged Apps </li></ul><ul><li>Mobilize </li></ul>

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Standard Web Services APIs Deliver Easy Integration XML WSDL SOAP <ul><li>Web Services Deliver Transparent Integration to the User </li></ul>

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Easily Integrate At Any Level: Internet, Tools 45% of all transactions completed through API All Integrations Are Upgraded With Zero Customer Effort Development Tools Salesforce Solutions Enterprise Apps Desktop/Mobile

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Connectivity: AppExchange Web Service Auto-completion for API calls <ul><li>Enterprise/Partner WSDL </li></ul><ul><ul><li>Strongly and weakly typed representations of customize data model </li></ul></ul><ul><li>SOQL – SQL like interface </li></ul><ul><ul><li>Simple, familiar syntax for querying data from within an object </li></ul></ul><ul><li>SOSL – Google like interface </li></ul><ul><ul><li>Simple syntax for searching data across objects </li></ul></ul><ul><li>DB Mirroring </li></ul><ul><ul><li>APIs for creating local warehouse of salesforce.com data </li></ul></ul>

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Technology: Open Platforms TIBCO, BizTalk, WebMethods, etc EAI .NET, WebSphere, Weblogic, Java, etc Custom Code / Web App Pervasive, Informatica, etc ETL eBridge, QuickBooks, Great Plains, etc Packaged / Pre-built

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What does this mean to you? <ul><li>Our integration model is flexible </li></ul><ul><li>We offer industry standard approaches not a black box </li></ul><ul><li>You can leverage your existing investment in skills and tools </li></ul><ul><li>Select the right tool for the right project </li></ul><ul><li>We have a valuable partner ecosystem to help. </li></ul>

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Brocade Background <ul><li>Founded in 1995 </li></ul><ul><li>Worldwide headquarters in San Jose, CA </li></ul><ul><li>Brocade provides the industry's leading platforms, solutions, and services for intelligently connecting, managing, and optimizing IT resources in shared storage environments. </li></ul><ul><li>As a result, Brocade helps organizations of all sizes manage computing resources and data assets more efficiently to reduce IT cost and complexity across their enterprise. </li></ul>INDUSTRY: High Tech – Communications EMPLOYEES: 1,208 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Reporting, Dashboards & 13 Custom Objects # USERS: 341

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WW Salesforce.com Deployment <ul><li>Customers of salesforce.com for over three years </li></ul><ul><li>Transition from legacy home grown SFA application to Salesforce.com </li></ul><ul><li>Over 300 sales users world wide </li></ul><ul><li>Lead and Opportunity Management </li></ul><ul><li>Avoid developing Salesforce as a standalone silo </li></ul><ul><li>Leverage Salesforce data for operational and financial reporting and analysis </li></ul><ul><li>Synchronize internal operational, HR, and accounting data to Salesforce (from Oracle Apps ERP) </li></ul><ul><li>Ensure data consistency among internal systems and Salesforce through MDM </li></ul><ul><li>Original integration done using a legacy technology which was also migrated to Informatica </li></ul>

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Data Integration Challenge <ul><li>Over 50% of the IT budget is spent on: </li></ul><ul><ul><li>Building and maintaining custom integration among legacy systems specific to operations, finance, supply chain, customer relationship management, and other mission critical applications </li></ul></ul><ul><li>Custom integration solutions are expensive to develop, deploy, and maintain </li></ul><ul><li>Creates “silos” and islands of integration between source and target applications </li></ul><ul><li>Staff and skills required to build, deploy, and maintain custom integration solutions </li></ul><ul><li>Inconsistent and inaccurate business data across the enterprise </li></ul><ul><li>Data is fragmented across the enterprise resulting in a complex data integration framework </li></ul>

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2006 Data Warehouse 100 GB 2005 <ul><li>200,000 rows per day </li></ul><ul><li>Only 8 weeks to complete Dev, QA, and Production with 1 developer and 1 analyst </li></ul>Integration Architecture Oracle 11 ERP 2001 Manufacturing Data Systems Costing Application 2002/ 2006 2002/ 2003 Multiple Home-Grown Apps i2 Demand Planning Multidimensional Revenue Forecasting Remedy Support 2000/ 2001 2000/ 2001 Partner End-User Registration

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Salesforce Integration Options <ul><li>Custom Build using Salesforce API Build Java Code using Salesforce API </li></ul><ul><li>PROS </li></ul><ul><ul><li>Fully supported by Salesforce </li></ul></ul><ul><ul><li>Have staff familiar with Java/SOAP coding (J2EE Platform) </li></ul></ul><ul><li>CONS </li></ul><ul><ul><li>Yet another “silo” code base to develop, deploy, and maintain </li></ul></ul><ul><ul><li>Code maintenance whenever there are changes on the Salesforce.com Server </li></ul></ul><ul><li>Use Informatica as an Integration Solution </li></ul><ul><li>PROS </li></ul><ul><ul><li>Leverage existing investment in Informatica </li></ul></ul><ul><ul><li>Leverage capabilities of SI partner (Global SI form) </li></ul></ul><ul><ul><li>Drag and Drop approach as opposed to “code from scratch” </li></ul></ul><ul><ul><li>Enterprise Integration Platform </li></ul></ul><ul><li>CONS </li></ul><ul><ul><li>Relatively new connector from Informatica to Salesforce.com (in Nov-2005) </li></ul></ul>

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The Results <ul><li>We used Informatica Powerconnect for Web Services for the integration between Salesforce and our data warehouse </li></ul><ul><li>Nuts and Bolts </li></ul><ul><ul><li>Team Size – 2 </li></ul></ul><ul><ul><ul><li>One Business Analyst; One ETL Developer </li></ul></ul></ul><ul><ul><li>Development time </li></ul></ul><ul><ul><ul><li>8 weeks development cycle </li></ul></ul></ul><ul><ul><ul><li>At least 10 times faster to use Informatica as against coding by hand </li></ul></ul></ul><ul><ul><li>Data Volumes </li></ul></ul><ul><ul><ul><li>Over 200,000 records loaded overnight </li></ul></ul></ul><ul><ul><li>Load time </li></ul></ul><ul><ul><ul><li>From Salesforce.com to Warehouse in < 30 minutes </li></ul></ul></ul><ul><li>We subsequently migrated to Powerconnect for Salesforce </li></ul><ul><ul><li>Seamless transition </li></ul></ul><ul><ul><li>Load time reduced to under 10 minutes from 30 minutes – 70% Decrease </li></ul></ul>

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Why we chose Informatica <ul><li>Already in use by other groups with good results (7 years) </li></ul><ul><li>Easy to find resources with INFA expertise (we used Wipro for this project) </li></ul><ul><li>Made Salesforce look like a relational database so that anyone could work with it </li></ul><ul><li>Great vendor support & commitment to SaaS </li></ul>

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David McMath Director of Internal Development [email_address]

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About Payment Processing, Inc. <ul><li>Payment Processing, Inc. (PPI) is the industry leader in providing integrated payment processing solutions. </li></ul><ul><li>PPI serves more than 500+ software companies and 14,000+ merchants. It processed over $2 billion in credit card payments in 2004 while consistently reducing support costs by up to 70%. </li></ul><ul><li>PPI needed fast, scalable integration of multiple applications and an internal data warehouse with Salesforce.com. </li></ul>INDUSTRY: Financial Services EMPLOYEES: 143 GEOGRAPHY: North America PRODUCT(S) USED: Salesforce.com, Pervasive Business Integrator, MS SQL Server, MS Access # USERS: 143

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Payment Processing, Inc. – Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Get closer to clients, better understand their needs through better client data </li></ul></ul><ul><ul><li>Respond to client needs faster </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Integration between multiple applications and internal data warehouse </li></ul></ul><ul><ul><li>Reduce reliance on custom code and third-party developers </li></ul></ul><ul><ul><li>Automate notification for installation at client sites </li></ul></ul><ul><ul><li>Transfer data with minimal user error </li></ul></ul><ul><li>Improve client satisfaction </li></ul><ul><li>Improve efficiency </li></ul><ul><li>Reduce reliance on consultants </li></ul><ul><li>Increase data accuracy </li></ul><ul><li>Get near-term ROI </li></ul>

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Payment Processing, Inc. – The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Recommendation from Salesforce – Pervasive, for ease of use and speed of implementation </li></ul></ul><ul><ul><li>Scalability – Reusable maps reduced time for data movement from 24 hours to 30 minutes </li></ul></ul><ul><ul><li>One main point for data entry – Edit once, populate many </li></ul></ul><ul><ul><li>Extensibility – Expanded beyond original use for improved lead management and client service/support </li></ul></ul><ul><li>Pervasive Business Integrator </li></ul><ul><li>143 Salesforce Seats </li></ul><ul><li>Integration points through Salesforce API </li></ul><ul><li>Training – One person trained by Pervasive </li></ul><ul><li>Business Units affected – All </li></ul>DEPLOYMENT DETAILS

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Payment Processing, Inc. – Results <ul><li>What were the results? </li></ul><ul><ul><li>4700% improvement on data access/movement time! </li></ul></ul><ul><ul><li>Reduced development schedules by 95%! </li></ul></ul><ul><ul><li>Higher customer satisfaction – one year sales growth 82.3%! </li></ul></ul><ul><ul><li>Huge improvements in data quality and accuracy – 50%! </li></ul></ul><ul><ul><li>Immediate ROI – within 24 hours! </li></ul></ul>

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Sean Coutts Director of IS [email_address]

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About Open Text Corporation <ul><li>Open Text supports 20 million seats across 13,000 deployments in 114 countries and 12 languages worldwide. </li></ul><ul><li>Open Text is the world’s largest provider of Enterprise Content Management (ECM) solutions that bring together people, processes and information </li></ul><ul><li>Open Text’s ECM solutions enable great minds to work together and innovate at an exponential rate across a wide range of business applications in various industries </li></ul>INDUSTRY: Enterprise Software EMPLOYEES: 1800 GEOGRAPHY: Global PRODUCT(S) USED: SFA, PRM, Cast Iron, One Source, D&B, BlueWolf, Sandbox, Exact Target # USERS: 700

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Open Text Integration Map Cast Iron Integration Appliance Marketing, Field Marketing Account Development Account Executive Region VP Executive Partners Great Plains Financials Changepoint D&B Toolkit One Source FrontRange ITSM Customer Support Cognos Financials BI 8 Global Forecasting System SAP R3 Livelink Product & Open Text Products

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Case Study Template – Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Open Text is an acquisition company so assimilation of data is key. </li></ul></ul><ul><ul><li>Consolidated reporting from multiple systems </li></ul></ul><ul><ul><li>Data cleanliness </li></ul></ul><ul><ul><li>Understanding of hierarchal account penetration </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Integration between systems </li></ul></ul><ul><ul><li>Integration of data both Structured and Un-structured </li></ul></ul><ul><li>High Costs </li></ul><ul><li>Time to integrate acquisitions impacts profitability </li></ul><ul><li>Inefficiency and lack of overall customer impact </li></ul><ul><li>Consolidated customer reporting for financials </li></ul>

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Case Study Template – The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Provided a simplified CRM user experience using Salesforce -Single system for all sales life-cycle management from Marketing, lead generation to close by implementing AppExchange. </li></ul></ul><ul><ul><li>Implemented Change Management using the simplicity of Salesforce to remove redundant efforts and the enabled ease of operation driving user adoption with the business community (What is in it for me?) </li></ul></ul><ul><ul><li>Created a common key for data in all our systems - Using Dun’s Number as our common key and updated our customer records </li></ul></ul><ul><ul><li>Integrated our systems using an appliance technology – Cast Iron provideing us almost real time results </li></ul></ul><ul><ul><li>Implemented a Customer Consolidation Index joining records in multiple systems without duplicating data </li></ul></ul><ul><ul><li>Integrated with SAP and Great Plains and business processes </li></ul></ul><ul><li>Tools -Cast Iron Appliance, D&B bulk cleaning & XML Tool kit, AppExchange, Custom S-controls </li></ul><ul><li>Integration points – (2) SAP, Great Plains, Changepoint, FrontRange ITSM, Onyx, Clarify, Cognos Bi8, </li></ul><ul><li>Business Operations managed and co-ordinated training, release and deployment plan </li></ul><ul><li>Embedded business processes to support Sales, Marketing, Field Marketing, New Account Development, Channels </li></ul>DEPLOYMENT DETAILS

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Case Study Template – Results <ul><li>What were the results? </li></ul><ul><ul><li>Single Sales Life-Cycle management point tool with Salesforce.com </li></ul></ul><ul><ul><ul><li>Augmented Data records in Salesforce (internal & external data) </li></ul></ul></ul><ul><ul><ul><li>Parent Hierarchy and relationship modeling </li></ul></ul></ul><ul><ul><ul><li>360 degree view of customer becoming a reality </li></ul></ul></ul><ul><ul><ul><li>Globally/Corporate adopted sales process and single interactive system </li></ul></ul></ul><ul><ul><li>Consolidated Data Records – Cast Iron, CCD, D&B </li></ul></ul><ul><ul><ul><li>Marketing Analysis and proactive customer understanding </li></ul></ul></ul><ul><ul><li>Increased capability to integrate acquisitions </li></ul></ul><ul><ul><li>Implementation of our Channel PRM systems </li></ul></ul><ul><ul><li>Integrated Structured and Non-Structured Data - Wallet </li></ul></ul>

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Sales Life-Cycle Management <ul><li>Departments: </li></ul><ul><ul><li>Marketing, Account Development, Field Marketing, Account Executives, Professional Services, Regional VP to senior management </li></ul></ul><ul><li># Users: 400 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Campaign Management – Exact Target </li></ul></ul><ul><ul><li>Pipeline Management - Dashboards </li></ul></ul><ul><ul><li>Data Augmentation / cleaning – D&B / OneSource </li></ul></ul><ul><ul><li>Customer Data – Internal integrations (SAP, GP, ITSM, Changepoint) – Cast Iron </li></ul></ul><ul><ul><li>Forecasting – Custom Tool </li></ul></ul><ul><ul><li>Professional Services Engagements </li></ul></ul><ul><ul><li>Account Plans </li></ul></ul><ul><ul><li>Order Entry </li></ul></ul>

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Open Text Corporation <ul><li>Business Challenges </li></ul><ul><ul><li>Acquire and rapidly integrate, or be acquired </li></ul></ul><ul><ul><li>Limited visibility into business transactions </li></ul></ul><ul><ul><li>Simplify order-to-cash process </li></ul></ul><ul><ul><li>Cost of changing SAP prohibitive </li></ul></ul><ul><li>Why we selected Cast Iron </li></ul><ul><ul><li>Simple appliance : Fast to deploy and easy to sustain </li></ul></ul><ul><ul><li>Competition: 2.5x cost + consulting not included </li></ul></ul><ul><ul><li>Enabled centralized management </li></ul></ul><ul><ul><li>Eliminate labor-intensive integration activities </li></ul></ul><ul><ul><li>SOX Compliancy </li></ul></ul><ul><li>Results </li></ul><ul><ul><li>Integrations no longer hinder acquisitions </li></ul></ul><ul><ul><li>1 st Project implemented in 10 days </li></ul></ul><ul><ul><li>No coding </li></ul></ul><ul><ul><li>No hidden costs </li></ul></ul>Cast Iron Integration Appliance

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Salesforce.com Partner Relationship Management (PRM) <ul><li>Departments: </li></ul><ul><ul><li>Sales, Marketing, Channel Marketing </li></ul></ul><ul><li># Users: 100 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Partner Program management </li></ul></ul><ul><ul><li>In- progress of implementation </li></ul></ul>

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Non-Structure Data Wallet <ul><li>Departments: </li></ul><ul><ul><li>Open Text Corporate </li></ul></ul><ul><li># Users: 2000 plus </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Shared Documentation </li></ul></ul><ul><ul><li>Managed and Categorized </li></ul></ul><ul><ul><li>Meta Data Associated </li></ul></ul><ul><ul><li>Quick Search </li></ul></ul><ul><ul><li>Re-usable by all systems </li></ul></ul>

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Sean Coutts Director, Information & Systems Prasad Ramakrishnan Manager - BI and Data warehouse David McMath Director of Internal Development QUESTION & ANSWER SESSION OpenText Brocade Payment Processing David Cahill Technical Architect Salesforce.com

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Dreamforce Expo Floor Booth: 120 Booth: 113 Booth: 116