This provides an overview of benefits and features of the franchise flywheel salesforce.com application.

1. franchise flywheel overview
Clint Lee,
The Flywheel Group
Bryan O’Rourke, MBA
The Flywheel Group

2. Overview
We’ll Discuss...
✓ Key Considerations
✓ Specific Requirements
✓ Franchise Flywheel Solution & Demo
✓ Pricing
✓ Follow Up

3. Key Considerations
✓ Meets Your Unique Needs
✓ Delivers Exceptional Value
✓ Availability of Support
✓ Ease of Use
✓ Integration With Existing Tools
✓ Near Term Implementation

4. Specific Requirements
In addition to meeting all key considerations, a solution should assist with
Systematizing the following...
Franchisee Support
Franchise Sales Process Pre-Opening Process
Process

5. Key Consideration #1:
Delivering Exceptional Value

6. Why Salesforce.com?
✓ Proven Market-Leader in Sales
Force Automation
✓ Leader in Cloud-Computing Model
✓ Continuous Innovation
✓ No Capital Investment for
Customers

7. The Cloud Computing Model
Multi-tenant
Automatic Upgrades 5 Times Faster
Pay-as-you-go Half the Cost
Real-time
IDC White Paper sponsored by Salesforce.com: “Force.com Cloud Platform Drives Huge Time to Market and Cost Savings”,
Doc # 219965, September, 2009

8. The Cloud Serves Companies of Every Size

9. Key Consideration #2:
Availability of Support

10. Salesforce Support vs. The Flywheel Group
Salesforce Flywheel Group
✓ Dedicated Account Executive ✓ Initial Configuration Guide
✓ Access to Phone/IT Help Desk ✓ Configuration Videos
✓ Extensive Online Documentation ✓ Hourly Rate Consulting
✓ Online Training Classes
✓ Robust Community of Users

11. Key Consideration #3:
Ease of Use

12. Intuitive User Interface
✓ Web-Based
✓ Easy to Navigate

13. Mobile Access
✓ View and Edit Data
✓ Review Dashboards
✓ And more...

14. Key Consideration #4:
Integration with Other Tools

15. Microsoft Outlook Integration
Synchronize your contacts, tasks, and calendar events
✓ Associate Outlook email messages with
salesforce.com records
✓ Create cases from Outlook email messages
✓ Map custom fields in Salesforce.com to fields in
Outlook
✓ And much more...

16. Google Apps Integration
✓ Business Gmail
✓ Google Talk - Instant Messaging
✓ Documents
✓ Spreadsheets
✓ Presentations

17. Force.com API - Connecting the Clouds
What if you could combine platforms to
create the best of all worlds?

18. Key Consideration #5:
Meets Unique Needs
Franchise Sales

19. Franchise Sales Process
Generate More Leads
Plan and execute marketing campaigns that generate demand for your product or service.
Capture those leads through a variety of channels including your Web site.
Campaign ROI Top Search Terms Leads by Source Lead Quality
Web Site Visitors Web Form
• Organic Web traffic • “Contact me” request
• AdWords referrals • Free trial
• Email responses • Event registration
Plan and Execute
Marketing Campaign
• Google AdWords
Inbound Calls Create New Leads Lead Capture
• Email Marketing
• Direct Mail • Yellow pages • Search for the customer in Salesforce
• Set up auto-response emails
• Cold Calls • Google Maps • If one doesn’t exist, create a new lead -”Thank you for your interest”
• Word-of-mouth referrals -Your trial information
• Partners
-Event details
• TV
• Radio • Set up lead assignment rules
-Geography
• Events Lists Import Data -Company size
• Trade Shows -Product of interest
• PR • Purchased list • Use the import wizard or
• Trade show Excel connector
• Legacy data

20. Franchise Sales Process
Optimize Lead Flow
Create a closed-loop follow-up process so leads don’t slip though the cracks.
Establish a lead qualification process to make sure all sales reps use the same consistent methodology.
Lead by Status Lead Conversion % Converted Leads by Month Top Sales Reps
My Open Leads Duplicate Lead? Working Leads Establish Contact? Qualified?
Yes Yes
Set up different views to The find duplicate button When you’re working a lead, No No Create a set of qualification
manage your leads. For searches for similar leads you’ll set up a series of tasks, questions, such as current
example, today’s leads or or contacts in Salesforce. which might vary based on the situation, product of interest,
leads sorted by lead type. type of lead. For example: timeframe, key decision
If a lead turns out to be a makers
duplicate, easily merge the Day 1: Personalize mass email Keep an archive of your dead leads.
two records. Day 2: Call/voicemail If the lead is qualified, convert
Day 4: Call/voicemail Use email marketing and call downs to it into a contact, with an
Salesforce has a number of Day 7: Personalize mass email re-market to your archived leads. associated opportunity and
AppExchange partners that account.
provide high volume de-
duplication and data
cleansing tools.

21. Franchise Sales Process
Close More Deals
Close deals faster by providing a single place for updating deal information, tracking opportunity milestones, and recording int ractions.
e
Easily analyze your sales pipeline so you can quickly identify and eliminate any bottlenecks in the sales cycle.
Top 10 Deals Month-to-Date Trending Closed Business by Month Top Sales Reps
Sales
Marketing
Open Opportunities Presentation Proposal Negotiation Won
Yes
You can monitor your Customize Salesforce to fit your internal No New Customers Support
opportunities reports and sales methodologies and processes, making
dashboards to keep track it easier to monitor your sales pipeline. Salesforce gives your entire company a
of your top deals and 360-degree view of your customers and
prioritize your time. facilitates collaboration across your
Keep an archive of your dead opportunities.
organization, helping you build strong,
lasting customer relationships.
Use email marketing and call downs to
re-market to your archived opportunities.

22. Key Consideration #5:
Meets Unique Needs
Franchise Support, Launch & Admin

23. Franchisee Support Process
Funnel Cases from Disparate Customer Touch Points
Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent
service and support across many channels including phone, email, the Web, and chat.
Cases by Type
y yp Cases by Source
y Cases by Customer
y Case Volume
? Log a Case Online
• Customer Portal
Case Deflection
With the customer portal, you
• Web-to-Case can set it up so the customer
receives a suggested solution
before submitting a case
Call Support CTI Integration (optional)
Your Customer Has
a Question • Press 1 for Support The customer’s information
• Press 2 for Billing automatically pops up for the
• Technical Support support rep Case Is Created
• Billing Question
• Feature Request
• U d t d Account Info
Updated A tI f Email Support Email-to-Case (optional)
• support@acme.com You can setup email-to-case
• billing@acme.com so that a case is automatically
created based on an incoming
email.
Call Sales Log a Case Manually
• “While I have you on the phone…” The salesperson creates a
•” I don’t know who to call but…” case on behalf of the customer
1 2

24. Franchisee Support Process
Streamline Your Case Resolution Process
Make sure your service and support organization operates with maximum efficiency and accuracy. Streamline complex customer service processes,
automate workflow, and increase service quality and consistency.
Top Agents
p g Case Status Most Used Solutions Avg. Response Time
g p Customer Satisfaction
Case Is Assigned Verify Entitlements
Identify Solution
• Suggested solution
Communicate Solution
• Over the phone Resolved?
!
Case Closed
Yes
• Standard queue • Level of support • Search solutions • Email template • Log call notes
No
• Premier queue • Primary contact • Browse solutions • Customer Portal • Cl
Close case
• US queue • Installed products • Create a solution • Send survey
• EMEA queue Rework the Case
• Tier 1 queue
• New information is gathered
• Tier 2 queue
• Comments added to the case
Case Is Reassigned Case Is Escalated
• Brought to the attention of the support manager • Took too long to solve the case
• Assigned to a tier 2 rep or tier 2 queue • Need tier 2 help to solve the case
1 2 3

25. Franchisee Support Process
Provide 24/7 Self-Service Support with the Customer Portal
In an increasingly connected world, customer self-service has become a way of life. Drive greater customer loyalty through customer-driven
communities and unprecedented online access to information and resources.
# of Customer Logins
g Self-Service Transactions # of Posts, Comments, Votes
, , Popular Ideas
p Top Contributors
p
Use your Web site and email correspondence to drive
customers to the self service portal, where they can log
self-service portal Customer Portal Login Self-Registration
Self Registration
cases, check the status of cases, and connect with the
online community
My Home Page My Cases Knowledgebase Salesforce Ideas Custom Apps
You can create multiple Customers can log a case Users can search or Let customers post, vote
post With the standard
portals for different types online and come back to browse through solutions on, and discuss ideas with customer portal you can
of customers each, with check the status or case in the online one another: you can deploy your own custom
its own custom home history knowledgebase and capture feedback or applications to customers
page provide feedback on those manage feature requests
solutions they found
helpful
New Case is Created
Cases logged to the portal will be routed and
assigned to a queue for an agent to work
1 2 3

26. Key Consideration #5:
Continues to Meet Emerging Needs

27. Emerging Needs?
✓ Chatter - an internal collaboration tool
✓ Twitter for Salesforce - social media integration
What’s Next?

28. Key Consideration #6:
Implementation & Pricing
Very Affordable

29. Salesforce.com Pricing
✓ Per-User Pricing ✓ No Set-Up Fees
✓ Multiple Editions ✓ No Software/Hardware Investment

30. Flywheel Group Support Pricing
✓ Available for further customization
✓ Available for implementation support
✓ Available for interfacing with existingn systems
✓ Available to migrate from existing platforms
✓ Initial on-site or on-line consultation
✓ Specific performance proposal to support @ $85 / hour

31. Application Pricing
$10.95 per user per month
✓ Monthly Pricing
✓ No Set-Up Fees Required
✓ No Hidden Fees

32. Implementation Plan
✓ Per User Fee for System
✓ No charge for mobility
✓ No charge for integration

33. CONTACT US
www.franchiseflywheel.com
Presented By:
The Flywheel Group
March 2010 - all rights reserved