Salesforce community conversion solution guide
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Our dedicated portal & communities practice has 11+ years of developing adoption roadmaps and working with our clients to implement successful governance procedures. Whether your audience is customers, partners, or internal employees, Perficient’s proven industry leadership translates to high levels of adoption and engagement for communities we build.
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Salesforce community conversion solution guide
- 1. Salesforce Communities Portal Conversion Solution
- 2. What Makes a Successful Community? Community Management & Engagement Platform & Business Processes User Experience Design
- 3. Perficient XD An agency within Perficient that specializes in experience design— tackling our customers' website, digital campaign, usability, content, mobile and social media challenges. We fuse big ideas with creative, engaging experiences founded in consumer research. We make solutions relevant, easy to use, and profitable. “The best part is, because we are Perficient, we bring those solutions to life.” Experience Design Agency
- 4. Perficient’s Portal Practice Center of Excellence Communications Community Champions Community Governance Procedures Our dedicated portal & communities practice has 11+ years of developing adoption roadmaps and working with our clients to implement successful governance procedures. Whether your audience is customers, partners, or internal employees, Perficient’s proven industry leadership translates to high levels of adoption and engagement for communities we build. Community Management
- 5. Perficient’s Salesforce Practice Perficient has deep SFDC platform, portal, and business process experience. • 8 years of building customer and partner experiences with Salesforce • Over 800 Salesforce implementations • Global PRM roll-outs with deal registration and MDF to high volume B2C & B2B customer service portals • Experience across customer portal, partner portal, authenticated sites, third-party community integrations SalesforcePlatform & ProcessConsulting
- 7. Salesforce Communities Solutions Three ways to engage: • Salesforce portal conversion • New community launch • Third-party community migration/integration
- 8. Salesforce Portal Conversion Approach Perficient’s solution is based on years of working with Salesforce portals and designing experiences for customers, partners, and other external audiences. Engage and ensure adoption Migrate, test and deploy Connect your internal processes Build a better user experience Analyze and understand your audience An implementation with Perficient does not end at go-live, we define key use cases and behaviors to be encouraged, as well as provide detailed adoption reporting to measure success. Partners? Customers? Vendors? A blend of all three? Each group has unique needs and new ways to interact in a community environment. The CMS capabilities of Site.com and a refreshed look and feel allow for new levels of flexible UI design for your community. This can include User Testing, Branding, etc. from our dedicated Experience design team More robust sharing controls and access to Chatter means your community users can be better connected to each other and the data that matters to them. Our portal and communities experience means no surprises for our clients in the key final phases of the implementation.
- 9. Salesforce Portal Conversion: Fixed Effort Analysis • Goals of the analysis phase • Understand your existing landscape • Identify opportunities to use new Communities functionality • Estimate the full conversion level of effort with accuracy and confidence • Three fixed sizes based on existing portal complexity • # of partner/customer users • # of portals to be consolidated • # of business areas/processes (deal registration, MDF, Knowledge, Chatter Answers, etc.) • Final deliverables of this phase include discovery findings, a migration checklist, and a level of effort estimate for completion of the full portal conversion effort Our fixed effort analysis is a simple and risk-free way to get started with your portal conversion process.
- 10. Salesforce Portal Conversion: Project Phases & Deliverables ANALYSIS • Fixed effort review of current portal scope • Completion of detailed Migration Checklist • Community collaboration use cases • Definition and sign off of new community scope • Portal conversion value proposition BUILD • Iterative build cycles with unit and user testing • Hands-on stakeholder feedback and review sessions • Portal CSS conversion/refresh • Custom UI development with VF and Site.com • Implement new communities functionality MIGRATE & TEST • Migrate existing portal assets to community • Testing and validation of migrated content, custom VF pages, etc. • Full stakeholder UAT process DEPLOY • Post go-live support • Detailed adoption reporting • Scheduled community health check • Community development roadmap DESIGN • Design system architecture to take advantage of new Communities functionality • New community user flows and UI design • Standard and custom object configuration design • Process, workflow, visual flow design • Migration timeline 1 2 3 4 5
- 11. 11 Perficient Profile Fast Facts: • Founded in 1997 • Public, NASDAQ: PRFT • 2012 revenue $327 million • Major market locations throughout North America • Atlanta, Boston, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, New York City, Northern California, Philadelphia, Southern California, St. Louis, Toronto, Washington, D.C. • Global delivery centers in China, Europe and India • ~2,000 colleagues Portal & Communities Expertise: • 11+ years of portal experience • 750+ successful portal implementations • Over 400 experienced portal consultants on staff cross trained • Industry thought leaders and speakers • Formal methodology & tool set to ensure success
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- Objective: Help prospect understand how customers engage with Perficient, what kind of question they ask, and what are their motivations. Discover if any of the questions resonate with the prospect. Talk Track:Perficeint has over 300 customers, ranging from FORTUNE 500 to fast growing startups. All of our customers ask us one of these three questions. These questions are indicative of where the customer is in their journey with Salesforce.How can I get value quickly with Salesforce? – These customers are typically just getting started with Salesforce. They are evaluating it and want to know how they can get started right away. And see value quickly from their investment. How can we innovate? - This group usually has been using one part of Salesforce for a while. They are asking now how can they innovate even more with Salesforce products. They want to know how they can make Saleforce applications work even better.What more can we do with Salesforce? - These customers are typically using more than one part of Salesforce and want to expand horizontally across their business. Maybe they start with Sales Cloud, then added Services Cloud, and began some work on the Force.com platform. They are bought-in and are asking “How can we do more with Salesforce to really transform our business.”In summary, what you see here is a representation of where companies are in their adoption of Salesforce. Perficeint works equally well with all three types of customer on the Salesforce adoption curve.Discovery Questions: Do any of these questions resonate with you?Where do you think you are in the Salesforce adoption curve?Bottom Line: Perficient works equally well with all three types of customers.
- NOTE TO REP: Customize bullets from previous discovery sessions.Objective:Establish credibility by confirming prospect’s priorities and recapping what you’ve heard in previous discovery/research. Prospect understands you understand why you’re here. Talk Track:This is thepart of the meeting we like to call the “check-in.”We want to make sure we check in with you, validate what we’ve heard from previous conversations, and address any additional objectives we haven’t captured here.This is what I understand: [Rep to list prospect’s priorities/objectives]Discovery Questions:Are these the right priorities?Have I missed anything? *Note to Rep: By asking if there are other priorities/issues to address, it may derail the conversation. Capture the information and address it at a later time. Bottom Line: We’ve done our research. We have listened. We all agree that these are the right priorities to address.
- NOTE TO REP: Customize next steps.Objective: Close out the meeting by agreeing on next steps and get commitment for follow up meeting. Talk Track:I appreciate you giving me the opportunity to talk to you about Perficient. It’s been helpful to us to understand your priorities and needs. From here, what I’d like to do is drill down on your requirements to create a solution that can deliver value to you by [list out points on slide].When is a good time to set up a follow up meeting?
- Objective: Show that innovative companies (both established companies and the hottest start-ups) have worked with Perficient to solve their hard problems and deliver innovative solutions. Demonstrate credibility.Talk Track:Here is a sampling of some of our customers. What I love about this slide is the variety. You have high-growth companies that have recently gone IPO like Splunk and Enphase Energy. You also see large public companies companies like Dolby and HP. And finally, you see hot start ups like ngmoco:) and Coverity. When you look at all of these customers, there is a common thread. Not only are they are all successful and leaders in their space, they are innovators that are using technology to differentiate their business.Whether it’s Twitter or Riverbed or Verisign, they have all had to solve the problem of how to quickly scale their business. And they have all used Salesforce in some capacity to do that. Perficient has helped them all.Bottom Line: Prompt the customer to think: “Do I want to join this group of innovators? Or continue with the status quo?”
- NOTE TO REP: Customize next steps.Objective: Close out the meeting by agreeing on next steps and get commitment for follow up meeting. Talk Track:I appreciate you giving me the opportunity to talk to you about Perficient. It’s been helpful to us to understand your priorities and needs. From here, what I’d like to do is drill down on your requirements to create a solution that can deliver value to you by [list out points on slide].When is a good time to set up a follow up meeting?
- NOTE TO REP: Customize next steps.Objective: Close out the meeting by agreeing on next steps and get commitment for follow up meeting. Talk Track:I appreciate you giving me the opportunity to talk to you about Perficient. It’s been helpful to us to understand your priorities and needs. From here, what I’d like to do is drill down on your requirements to create a solution that can deliver value to you by [list out points on slide].When is a good time to set up a follow up meeting?
- The Challenge:DenMat needed to support one million new customers for their new SnapOn Smile product. They needed to enable hundreds of service agents around the country to support new customers. 4,000 dentists had to be trained on how to use and sell SnapOne Smile. And DenMat was rolling out marketing campaigns to new customers through a blend of internet, television, and social media. All of this in just eight weeks!The Task at Hand:DenMat integrated Salesforce into LiveOps to help enable agents to sell SnapOn Smile more effectively. Salesforce powers the backend of the DenMatLiveOps customer service portal, while the LiveOps front end remains the same. The integration is so seamless, agents never have to leave the LiveOps interface. They have access to selling guides and scripts, and make appointments for customers without having to leave the application.This saves them time and helps them schedule faster.Dentists now schedule, modify and track all appointments right within their custom partner portal. They are able to quickly input information to help them manage their SnapOn Smile business.The Result:DenMat successfully rolled out a fully enabled sales, services, and marketing program for SnapOn Smile with their new customer service and partner portals. In their goal timeline of eight weeks:500 DenMat call service agents were 100% productive in just a few days4,000 dentists had access to the DenMatSnapOn Smile portalDenMat’s website, built on Site.com, connected all SnapOn Smile product information to locations across the countryDenMat had a custom dashboard enabling them to measure and report on marketing programs
- The Challenge:DenMat needed to support one million new customers for their new SnapOn Smile product. They needed to enable hundreds of service agents around the country to support new customers. 4,000 dentists had to be trained on how to use and sell SnapOne Smile. And DenMat was rolling out marketing campaigns to new customers through a blend of internet, television, and social media. All of this in just eight weeks!The Task at Hand:DenMat integrated Salesforce into LiveOps to help enable agents to sell SnapOn Smile more effectively. Salesforce powers the backend of the DenMatLiveOps customer service portal, while the LiveOps front end remains the same. The integration is so seamless, agents never have to leave the LiveOps interface. They have access to selling guides and scripts, and make appointments for customers without having to leave the application.This saves them time and helps them schedule faster.Dentists now schedule, modify and track all appointments right within their custom partner portal. They are able to quickly input information to help them manage their SnapOn Smile business.The Result:DenMat successfully rolled out a fully enabled sales, services, and marketing program for SnapOn Smile with their new customer service and partner portals. In their goal timeline of eight weeks:500 DenMat call service agents were 100% productive in just a few days4,000 dentists had access to the DenMatSnapOn Smile portalDenMat’s website, built on Site.com, connected all SnapOn Smile product information to locations across the countryDenMat had a custom dashboard enabling them to measure and report on marketing programs