Creating Service Relevance for M2M Data

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1 Creating Service Relevance for M2M Data Jon Upton October 2014 M2M Summit

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 any litigation, risks associated with completed and any 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-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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 It s not about M2M it s M2H Generate Store Monitor M2M data Satisfied customer Service Case

4 salesforce.com s approach Internet of Customers

5 A New Customer Platform for Manufacturing Your Customers Manufacturing Industry Solutions Sales Cloud Service Cloud ExactTarget Marketing Cloud AppExchange Salesforce1 Mobile App Salesforce1 Platform APIs Force.com Heroku1 ExactTarget Fuel Salesforce1 Platform Services Cloud. Social. Mobile. Connected

6 The overall benefits - Happier customers as a result of faster resolved issues - Service agents and technicians can act proactive and preventive with the help of connected product data - Customer First: all information is created around the customers and available to all parties involved - More informed decisions for Service, Sales, Marketing and R&D with the help of relevant data

7 A paradigm change in service

8 ATEK & Etherios Social Machine

9

10

11 ATEK s Challenge ATEK needed to expand its customer service: - Create a foundation for growth to new offerings - Invent a preventative service model - Accomplish a New Revenue Stream - Streamline Processes - Improve Customer Satisfaction

12 ATEK s Solution 1. CONNECT Remote Sites and Equipment on Widely Deployed Solutions 2. CONTROL Manage Health and Connectivity of Devices at Customer Locations in Real-Time 3. ENGAGE Send proactive Alerts to Customers and Engage Channel in New Ways

13 ATEK s Benefits New Recurring Revenue Preventative Maintenance Increases Customer Satisfaction Safer Solution

14 A Step Further: Empolis Smart Service Platform

15 Empolis challenge

16 Empolis solution: Smart Service Platform Data points are transmitted into the Big Data Cloud Real-time prediction initiates service cases based on actual needs and availabilities Errors can be prompted to test how the devices will react Each status will be visualized via Event monitor Dashboard Diagnostic system

17 Empolis solution: Smart Service Platform Monitor Complex Devices Collection & Filter Encryption & Transmission Big Data Analytics Predictive Maintenance Dashboards Interaction Empolis Information Management Salesforce

18 Empolis Key Benefits Monitor complex technical devices and allow technicians to react to problems immediately Provide seamless access to all relevant information, such as event streams indicating malfunctions/failures Extend the scope of Salesforce1 to also incorporate machine data Utilize existing information in Salesforce1 about customer, equipment, previous cases etc. to define a context and focus the problem solving process Provide a full 360 degree view to field technicians by including customer data, service reports, previous cases as well as sensor data Leverage the proven Salesforce1 Service Cloud user experience and support full mobile access

19 Further Use Cases and Success Stories Philips Stanley Black & Decker GE Honeywell Vaillant To be released soon

20 The benefits of preventive service models 10x return on investment 25-30% reduction of maintenance costs 70-75% elimination of breakdown 35-45% reduction of downtime 20-25% increase in production Source: US Department of Energy

21 START NOW! Your customer platform for success!

22

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