Choose your mobile device carefully. The wrong platform could leave you without key functionality.

Transcription

1 Choose your mobile device carefully. The wrong platform could leave you without key functionality. EXECUTIVE SUMMARY Can your sales force be equally effective with Salesforce.com Sales Cloud on any mobile device? To find out, Prowess put Sales Cloud to the test on three mobile devices: Dell Venue 11 Pro, running a full-view browser interface Samsung Galaxy Note 10.1, running the Salesforce1 app Apple ipad Air, running the Salesforce1 app We tested scenarios typically performed by sales reps and discovered that the Dell Venue 11 Pro powered by Intel architecture and Windows 8.1 offered clear advantages for mobile Sales Cloud users. Only the Dell tablet running the full-browser version of Sales Cloud allowed full functionality. Both other devices lacked several features critical to sales reps, including the ability to convert leads to opportunities, generate quotes, and view reports. The Dell Venue 11 Pro delivers the best combination of functionality, usability, and productivity for sales reps on the go. The Dell Venue 11 Pro offers clear advantages over other tablets: Complete Sales Cloud functionality Access critical features missing from Salesforce1. Microsoft Office compatibility Easily update and attach local documents to Sales Cloud. Integration with Microsoft Outlook Synchronize and appointments to Sales Cloud without leaving Outlook. Higher productivity Access more features from fewer screens, and input data more easily. Faster performance Send s, record activities, and create events quickly. 1

2 Empower Mobile Sales Reps with the Right Tools If you re a sales rep or sales manager, you know how important it is to have customer records and sales data at your fingertips. Sales Cloud reliably delivers this vital information to Windows devices through the browser, and to Android and ios mobile devices through a dedicated Salesforce1 mobile app. Dell Venue 11 Pro tablet, powered by Intel architecture and Windows 8.1, accesses Sales Cloud from a full-view browser interface. Samsung Galaxy Note 10.1 tablet running Android OS, accesses Sales Cloud from the Salesforce1 mobile app. Apple ipad Air running ios, accesses Sales Cloud from the Salesforce1 mobile app. Figure 1: Prowess compared Sales Cloud access, features, and functionality between three popular tablets In our testing, we determined that the dedicated app might be convenient for looking up an appointment or an address. However, the app s limited functionality can lead to frustration and have a significant impact on productivity for business users when they discover that key features are difficult to access or are missing entirely. 1 For example, if they need to edit and attach a spreadsheet to an account, generate reports, access product information, or convert leads to opportunities, they could run into roadblocks. A wide range of features and extended functionality are only available to users accessing the full version of Sales Cloud through an Internet browser on a device running Windows. That means for Salesforce1 app users that switching between a smart phone or tablet and a laptop is a constant necessity. Tablet users can also access Sales Cloud through a web browser, but by default they will be directed to a mobile view of Sales Cloud that is nearly identical to the Salesforce1 app in terms of both appearance and functionality. On larger tablets, however, a mobile-focused interface is not ideal, because you are trading simplicity for reduced functionality, when such a tradeoff is not actually required by a 10-inch screen. Figure 2: The full-site view of Sales Cloud (left) offers a wealth of options from a single screen. The Salesforce1 app (right) offers a subset of options, and many are only accessible from multiple swipes or taps. 2

3 We also found differences in functionality that go beyond Sales Cloud software features. For example, the ability to access, edit, and attach files from your device to Sales Cloud records is limited and cumbersome on Android and ios devices. And some features, like Salesforce for Microsoft Outlook, can only be used on devices running Windows. Figure 3: Salesforce for Microsoft Outlook lets you synchronize s with Sales Cloud contacts, activities, or opportunities directly from your Outlook mail client. This feature is only available on devices running Windows, such as the Dell Venue 11 Pro. Dell Venue 11 Pro Hits the Sweet Spot Based on our testing, we identified the ideal requirements for an optimal user experience when accessing Sales Cloud on the go: Mobility: The device should be lightweight and portable. Usability: Features should be easy to access and view on the screen. Functionality: The device and interface should ideally provide full Sales Cloud functionality for maximum productivity. Of the devices tested, only the Dell Venue 11 Pro powered by an Intel processor and running Windows 8.1 hits the sweet spot encompassing mobility, usability, and functionality. Table 1: Of the devices tested, only the Dell Venue 11 Pro powered by an Intel processor and running Windows 8.1 offered the full feature set and functionality of Sales Cloud Convert a lead to an opportunity Generate quotes Dell Venue 11 Pro running Sales Cloud full browser view Apple ipad Air running Salesforce1 app Samsung Galaxy Note 10.1 running Salesforce1 app Create and view reports Set reminders for tasks and events Send with attachments directly from Sales Cloud Update Sales Cloud data directly from Microsoft Outlook Edit and attach Microsoft Office files to opportunities and events 3

4 Full Desktop Browser Required for Full Sales Cloud Functionality Salesforce1 offers a simple interface for users on mobile devices with smaller screens. The tradeoff for simplicity, however, is reduced functionality and limited views of information on individual screens. The following figures compare the user experience of viewing all contacts in a full browser window on the Dell Venue 11 Pro to the Salesforce1 app and Salesforce1 mobile browser view on an Apple ipad Air tablet. Figure 4: Excerpt of a Sales Cloud screen in a fullview browser window on the Dell Venue 11 Pro Figure 5: Sales Cloud contacts list view in the Salesforce1 app (left) and Salesforce1 mobile browser view (right) on an Apple ipad Air tablet A Day in the Life of a Mobile Sales Rep Based on industry research and interviews with active sales reps and managers, we designed test scenarios that reflect everyday tasks that sales reps perform when using Sales Cloud. Of course, there are many other features available to users, so we looked at representative tasks that covered a wide range of areas and were representative of similar functionality throughout the product. In order to compare functionality, usability, and compatibility, we tested the following scenarios to determine which mobile platform served the needs of sales reps most effectively: 1. Stay on top of leads to build your pipeline. 2. Meet with prospects and convert them to qualified opportunities. 3. Set up a presentation for stakeholders. 4. Close the deal by generating a quote for the customer. 5. Accelerate your workflow: enter Sales Cloud data directly from Outlook. 6. Track your performance against quotas, historical data, and colleagues. We also performed timed tests to compare performance between devices for the following tasks: Timed Tests: Send an to a Lead and Record the Event as an Activity Create an Event for a Presentation Meeting 4

5 Scenario 1: Stay on Top of Leads to Build Your Pipeline You re attending a week-long trade show in another city, where you split your time between staffing the company s booth and walking the floor to make contacts. Throughout each day, you re collecting a significant number of business cards from potential customers. You could wait several days to fly home and enter customer data into Sales Cloud from your office computer. But you decide to get an edge on your competitors by using your tablet to enter data throughout the day during short breaks. For each prospect, you create a new Sales Cloud lead with contact information, send an with product information attached as a PDF file, and create a task with a reminder to follow up with a call in one week. As you can see in the following table, the Salesforce1 app offers limited functionality and requires more steps to complete most functions. On the Dell Venue 11 Pro powered by an Intel processor and running Windows 8.1, you have full Sales Cloud functionality, easy access to files and folders on your device or networked drive, and full use of your Microsoft Office programs for creating or editing files for customers. Table 2. The full browser view of Sales Cloud offers more functionality than Salesforce1 for creating leads, sending s with attachments, and creating tasks with reminders Task: Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Create leads Quickly enter multiple leads Can only enter one lead at a time with fewer taps Send with PDF attachment directly from Sales Cloud Easily attach files s are automatically recorded as an activity Create a task with Easily configure tasks with a reminder to follow reminders up with the lead in Tasks automatically recorded one week as activities *This is likely a bug in the current version of Salesforce1 Unable to send directly from the app Only limited file types are supported for attachments Must log activity manually Unable to set reminders Unable to send directly from the app Attachments are not supported Must log activity manually Task activities do not appear in the open activity list* Figure 6: The full browser view lets you create a new task with all details, including a reminder, available on one screen. The Save & New Task button lets you quickly enter multiple tasks. Figure 7: In Salesforce1, creating a task involves multiple actions: tap the plus symbol, tap Task, complete the fields, and then tap Submit. Only four fields are configurable for the task, compared to eleven in the full-browser view. 5

6 Figure 8: The full-browser view lets you send an HTML with any attached file directly from Sales Cloud. Because you are running Windows, you can open and edit any Microsoft Office or Adobe PDF file for quick updates before attaching and sending to your customer. Figure 9: Salesforce1 offers only limited capabilities. From the lead or contact screen, you tap the linked address to open your default app. Functionality for adding attachments is limited or unavailable on Android and ios devices. Thanks to the more complete feature set available through the full-browser view, you can stay on top of leads more efficiently with the Dell Venue 11 Pro powered by Intel processor and running Windows 8.1. This platform lets you: Enter leads into Sales Cloud more easily. Interact with files on the device for easy attachments. Easily create new tasks and reminders from a single screen. Stay on top of leads more efficiently with the Dell Venue 11 Pro powered by Intel processors and running Windows

7 Scenario 2: Meet with Prospects and Convert Them to Qualified Opportunities You re traveling in another city when you get a call from one of your leads. After reviewing the information you previously provided in calls and s, the potential customer says he s impressed with your product and would like you to come to his office for an in-person meeting to answer questions. You decide to act quickly, so you pull out your tablet to send the lead an with proposed meeting times. After the customer responds, you create the appointment in your Sales Cloud calendar, convert the lead to an opportunity, and change the probability (for closing the deal) to 50 percent. Table 4. The Salesforce1 app does not support many features provided in the full browser view of Sales Cloud Task: Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Create meeting event with proposed times Convert lead to opportunity Change probability to 50 percent From one screen, create meeting request with proposed times Appointment is automatically added as an event Easily convert lead Set any value, as needed The full-browser view on the Dell Venue 11 Pro lets you: Send and confirm proposed meeting times. Easily convert leads to opportunities. Track probability percentages for closing deals. Proposed events are not supported Unable to send directly from app Event must be added manually Lead conversion is not supported Cannot directly edit probability Only the full browser view of Sales Cloud on the Dell Venue 11 Pro lets you convert leads into qualified opportunities. 7

8 Scenario 3: Set Up a Presentation to Stakeholders Your newly converted opportunity is eager for you to come back and give a full presentation to the stakeholders at his company. In between client visits, you grab your tablet to create an appointment with a reminder. While it s fresh in your mind, you also open a pre-made Microsoft PowerPoint presentation and quickly customize some slides to better fit your customer. You then attach the PowerPoint file to the event so you will have it at your fingertips when you show up at the customer s workplace. Finally, you send a reminder to the customer. Table 5. The Dell Venue 11 Pro gives you access to Microsoft Office apps for a faster, more seamless workflow with Sales Cloud Task: Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Create a meeting event Customize and attach a Microsoft PowerPoint presentation to the event Send a reminder to the customer Create an event with a reminder from one screen Quickly modify the file in PowerPoint Attach the updated file from any local or network location Create directly from opportunity screen automatically recorded in activity history Cumbersome and frustrating to enter meeting start and end times Reminders are not supported in the Salesforce1 app PowerPoint is not natively supported on Android or ios Cannot attach a document to an event Requires navigating to multiple screens Unable to send directly from the app Activity must be added manually With the Dell Venue 11 Pro, you can: Quickly and easily create meeting events with reminders. Modify Office files directly on your tablet. Send s directly from Sales Cloud. Automatically record activities for tasks and events. Figure 10: On the Dell Venue 11 Pro, it s easy to create a new meeting event with a calendar reminder. You can also easily attach a file that you can quickly access for presenting at your meeting. With the Dell Venue 11 Pro, you can access and edit all your Microsoft Office documents on the fly and attach them to Sales Cloud records for easy access. 8

9 Scenario 4: Close the Deal by Generating a Quote for the Customer While having lunch, you get a call from your potential customer saying his company is ready to make a purchase. They want the quote as quickly as possible in order to complete the purchase before the fiscal quarter runs out. From your table in the restaurant, you grab your tablet to create a quote, generate a PDF file from the quote, and it to the customer. Table 7. Generating quotes is only supported on the Dell Venue 11 Pro running the full browser view of Sales Cloud Task: Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Generate a quote for the opportunity the quote as an attached PDF file Easily create a quote from one screen From one screen, create and a PDF quote to a customer Quotes not supported in Salesforce1 app With an Internet connection and the Dell Venue 11 Pro, you can: Easily create a quote from one screen. Create and a PDF quote to a customer from one screen. Ready to close a deal? Only the full browser view on the Dell Venue 11 Pro lets you generate a quote. 9

10 Scenario 5: Accelerate Your Workflow by Entering Sales Cloud Data Directly from Microsoft Outlook Like many professionals, you live half your life in Outlook. While reading and responding to the dozens of new s on your tablet, you see a positive reply from a customer in response to your earlier offer to set up a meeting. Without leaving Outlook, you use the installed Salesforce for Outlook plug-in to create a meeting on your calendar and synchronize it with Sales Cloud. You then send a follow up to your customer as a meeting reminder and sync that to Sales Cloud as well. Table 8. Sales Cloud for Microsoft Outlook integration is only supported by the Dell Venue 11 Pro running Windows 8.1 Task: Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Create a meeting activity in Microsoft Outlook and sync to Sales Cloud Send follow up to customer as a meeting reminder and sync to Sales Cloud In Outlook, create a meeting and sync it to Sales Cloud using the side panel In Outlook, send and sync to Sales Cloud using the side panel Unsupported (requires Outlook in Windows ) Because Salesforce for Outlook requires Outlook running in Windows, only the Dell Venue 11 Pro lets you: Create a meeting and sync it to Sales Cloud using the side panel. Send and sync to Sales Cloud using the side panel. Because the Dell Venue 11 Pro runs Windows 8.1, you can easily sync data directly from Microsoft Outlook into Sales Cloud, without leaving your Outlook client. 10

11 Scenario 6: Track Your Performance Against Quotas, Historical Data, and Colleagues You re in the airport waiting for a flight when you decide to use your tablet to generate some sales reports in Sales Cloud. Doing so helps you identify potential opportunities and track sales to date for the month to see how you re tracking against quotas and in relation to your colleagues. Table 8. Reports can only be generated or viewed on the Dell Venue 11 Pro running the full browser view of Sales Cloud Task: Dell Venue 11 Pro Samsung Galaxy Note Apple ipad Air 10.1 View Opportunity-By- Type report to identify potential revenue Easily expand and scroll through reports Reports not supported in Salesforce1 app View Closed Opportunities report to review time to close deals View Sales-to- Date-Versus-Last- Month report to gauge changes in performance View Sales-By-Rep report to compare performance to colleagues Select a report and sort or change parameters as desired Only the full browser view of Sales Cloud on the Dell Venue 11 Pro gives you the ability to: Select and view any of the dozens of preconfigured reports. Create custom reports to fit your needs. Sort on fields within reports to hone in on critical data and trends. Reports are critical for tracking performance and identifying hidden opportunities, but they aren t supported on the Apple ipad Air or the Samsung Galaxy Note

12 Scenario 7: Timed Tests Send an to a Lead and Record the Event as an Activity Multiple taps add up. When you need to access multiple screens in Salesforce1, it takes longer to complete even simple tasks. The full-browser view on the Dell Venue 11 Pro consolidates multiple actions on fewer screens, which speeds up your workflow. This is demonstrated in the following test, which compares sending an from the full browser view of Sales Cloud on the Dell Venue 11 Pro to the same task in Salesforce1 on the other mobile devices. Table 3. Average time to create and send an to a lead Average time, in seconds, to create and send an to a lead and record the event as an activity in Sales Cloud. Dell Venue 11 Pro Samsung Galaxy Note Apple ipad Air :02 1:42 (65% slower) 1:12 (16% slower) Create an Event for a Presentation Meeting Setting start and end dates and times can be slow and cumbersome in the Salesforce1 app. The same task in the full-browser view on the Dell Venue 11 Pro is simple and efficient. To demonstrate the difference, we compared the time needed to create a meeting event from the full browser view of Sales Cloud on the Dell Venue 11 Pro to the same task in Salesforce1 on the other mobile devices. Table 6. Average time to create a meeting event Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Average time, in seconds, to create a meeting event in Sales Cloud. 0:43 1:37 (126% slower) 1:02 (44% slower) Dell Venue 11 Pro Apple ipad Air Samsung Galaxy Note 10.1 SHORTER TIMES ARE BETTER. Figure 11: Perform common tasks faster in Sales Cloud by using the Dell Venue 11 Pro 0:00 0:14 0:28 0:43 0:57 1:12 1:26 1:40 1:55 Average time, in seconds, to send an to a lead and record the event as an activity in Sales Cloud Average time, in seconds, to create a meeting event in Sales Cloud The full-browser view on the Dell Venue 11 Pro consolidates multiple actions on fewer screens, which speeds up your workflow. 12

13 Conclusions Sales Cloud users on the go need access to the tools that help them close deals. If their platforms require multiple workarounds, or require them to switch devices throughout the day, productivity and profitability can be severely hampered. Our testing showed that of the devices tested, the Dell Venue 11 Pro tablet powered by an Intel processor and Windows 8.1 offered the best combination of mobility, usability, and performance for sales reps. The Samsung Galaxy Note 10.1 and Apple ipad Air devices running the Salesforce1 app both lacked numerous features critical to mobile sales reps, such as the ability to convert leads to opportunities, generate quotes, and view reports. By comparison, the Dell Venue 11 Pro running the full-browser version of Sales Cloud allowed access to all features and functionality. Salesforce compatibility with Windows applications on this device enabled smooth integration with Outlook and Office both critical tools for many organizations. And because the full-browser view puts more fields at your fingertips, performance of common tasks was much higher on the Dell Venue 11 Pro. If you want the best combination of usability and productivity for your sales reps on the go, mobile devices powered by Intel Core processors and Windows 8, such as the Dell Venue 11 Pro, offer clear advantages over Android and ios powered tablets. The Dell Venue 11 Pro tablet powered by an Intel processor and Windows 8.1 offered the best combination of mobility, usability, and performance for sales reps. 13

14 Appendix A: Mobile Devices Used in Testing Device Configuration Operating Browser or App System Dell Venue 11 Pro Dual-core Intel Core i3 4020Y processor (1.5 GHz) Windows 8.1 Internet Explorer browser, version 11.0 Sales Cloud, version Winter 14 Apple ipad Air Apple A7 processor (APL5698) ios Salesforce1 mobile app, version Apple Safari browser, version 7.0 Samsung Galaxy Note 10.1 Quad-core Samsung Exynos (1.9 GHz), ARM v7 processor Android 4.3 Salesforce1 mobile app, version Default Android browser, version Appendix B: Methodology There are multiple ways to access Sales Cloud from a mobile device. For example, users can forgo the dedicated Salesforce1 app on Android or ios devices and access Sales Cloud through a mobile browser view or a full-site browser view. By default, when users log on to Salesforce1 from a browser on a mobile device, they see a mobile-optimized interface that is nearly identical to the dedicated Salesforce1 app in terms of both functionality and appearance. Whether accessed through the dedicated app or a mobile browser view, however, Salesforce1 presents less functionality and fewer options than the full-site view of Sales Cloud running in a full-browser window. On a mobile browser, a user or administrator can configure the user s profile to display the full Sales Cloud site view instead of the mobile version, which extends functionality. However, many features are still incomplete or unavailable, including integration with Outlook and the Windows file system. In addition, cramming the full collection of menus, data, and options onto a smaller screen can create a usability nightmare on smaller tablets or smart phones. Because the dedicated app is the expected, default means of accessing Sales Cloud on Android and ios mobile devices, our research focused on comparing the Salesforce1 app on Android and ios tablets to the full-site view of Sales Cloud on a device running Windows. Appendix C: Network Speed on Date of Testing Upload Speed 0.76 Mbps Download Speed 4.39 Mbps 14

15 Appendix D: Full Test Results Scenario 1: Stay on Top of Leads to Build Your Pipeline Create leads Send with PDF attachment Create a task with a reminder to follow up with the lead in one week Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Can enter multiple leads quickly with Save & New button after each entry Can send directly from Sales Cloud and attach any local or network-available file Sent is automatically recorded as an activity All easily configurable from one screen Need to return to leads page and tap new for each new lead Need to switch from Salesforce1 to the default mail app on the device to send mail Attachments are limited to images or files on cloud service (if installed) To record as an activity, need to copy/paste the and create an activity manually Need to switch from Salesforce1 to the default mail app on the device to send mail No easy way to add attachments. To record as an activity, need to copy/paste the and create an activity manually Can create new task with a due date, but can t set reminders Due to an apparent bug, task activities do not show up in the open activity list Scenario 2: Meet with Prospects and Convert Them to Qualified Opportunities Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Create meeting event with From Meeting Request screen, able Proposed events are not supported proposed times to select proposed meeting times and send After client response, can confirm Need to send individual s or call as a workaround Need to create meeting event manually as a new event in Sales Cloud meeting in Sales Cloud, which automatically creates appointment Convert lead to opportunity Simply tap Convert from lead screen Lead conversion is not supported Change probability to 50 percent Can set any value from the opportunity screen Scenario 3: Set Up a Presentation to Stakeholders Create a meeting event Customize and attach a Microsoft PowerPoint presentation to the event Send a reminder to the customer Cannot directly edit probability; can only change the stage, which automatically adjusts probability to pre-set values Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Can create a meeting event with a Cumbersome to enter hours, minutes, and a.m./p.m. for meeting start and reminder from one screen end times End time does not automatically set to one-hour after start time (uses current time, instead) If a.m./p.m. is changed after entering time, the minutes revert back to original values and have to be re-entered (probable software bug) Reminders are not supported in Salesforce1 Can easily open and edit PowerPoint document in Windows From event screen, can attach edited file from any local or accessible network location Create directly from opportunity screen Sent automatically recorded in activity history in Sales Cloud Cannot easily open and edit PowerPoint document (limited edits might be possible with third-party apps) Cannot attach document to an event (can only view existing attached docs) Requires multiple steps: Look up relevant contact from the opportunity screen, navigate to contact screen and click link for contact to open default app and send Activity not automatically recorded; need to manually log a note to record history of 15

16 Scenario 4: Close the Deal by Generating a Quote for the Customer Generate a quote for the opportunity the quote as an attached PDF file Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air From the opportunity screen, create a Quotes are not supported quote in Salesforce1 On quote details screen, can create, save, and a PDF version of quote to the customer Quotes are not supported in Salesforce1 Scenario 5: Accelerate Your Workflow by Entering Sales Cloud Data Directly from Microsoft Outlook Create a meeting activity in Microsoft Outlook and sync to Sales Cloud Send follow up to customer as a meeting reminder and sync to Sales Cloud Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air In Outlook, create meeting and use Salesforce for Outlook side panel to link meeting to its associated activity in Sales Cloud In Outlook, send to contact and use Salesforce for Outlook side panel to link meeting to its associated activity in Sales Cloud Unsupported (requires Outlook in Windows ) Unsupported (requires Outlook in Windows) Scenario 6: Track Your Performance Against Quotas, Historical Data, and Colleagues View Opportunity-by-Type report and sort by revenue to see stages and potential revenue View closed opportunities to see time to close and to identify outliers View sales to date versus last month to gauge increase/ decrease in performance View sales by rep to compare performance to colleagues Dell Venue 11 Pro Samsung Galaxy Note 10.1 Apple ipad Air Easily expand and scroll through Reports not supported in Salesforce1 reports Select desired report and sort or change parameters to display data in different manners 1 Because Salesforce1 is a platform with published APIs, additional functionality can be provided through custom development work. This paper only addresses out-of-the-box functionality. The analysis in this document was done by Prowess Consulting and commissioned by Intel. Results have been simulated and are provided for informational purposes only. Any difference in system hardware or software design or configuration may affect actual performance. Prowess, the Prowess logo, and SmartDeploy are trademarks of Prowess Consulting, LLC. Copyright 2014 Prowess Consulting, LLC. All rights reserved. Other trademarks are the property of their respective owners. 16