Embracing the Cloud 5 Key Benefits From Salesforce.com. Mark Easley Sr. Director Sales Engineering Service Cloud measley@salesforce.com
Two Market Leaders Come Together Gartner Magic Quadrants Customer Engagement Center Field Service Management
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Benefits of Multi-Tenant Cloud Computing: Enterprise Cloud Computing Fast Easy Open Flexible Trusted No Hardware Scalable Any Device App Marketplace Transparency No Software Automatic Data Portability Extensible Real-time Status Upgrades
Agenda Fast Easy Open Flexible Trusted
Agenda Fast Easy Open No Hardware No Software Flexible Trusted
Infrastructure Slows Down Application Development Fast New Projects Infrastructure IT Time and Budget Hardware Infrastructure Network Data Center Multi-Device Redundancy Storage Availability Disaster Recovery Scale Software Infrastructure Operating System Database App Server Web Server Security Server Integration Server Mobile Server IDE IT spends 80% of it s time and resources keeping the lights on
The Cloud Computing Model Fast Multi-tenant Automatic Upgrades Pay-as-you-go Real-time 5x Faster IDC White Paper sponsored by Salesforce.com: Force.com Cloud Platform Drives Huge Time to Market and Cost Savings, Doc # 219965, September, 2009
Agenda Fast Easy Open Scalable Automatic Upgrades Flexible Trusted
Dateline 2009: A record for transaction scale Easy 13 Billion transactions per quarter
Now that s less than 2 weeks work! Easy 86 Billion transactions per quarter 13B
billions/quarter The Trusted Cloud Platform for Enterprise Scale Easy Platform Transactions 60% Y/Y Growth Transactions Per Minute Searches 2,000,000 Transactions 1,000,000 Shares 685,000 Posts App Store Downloads Posts 100,000 47,000 3,600 Over 86B transactions /quarter
Customers are storing more data than ever Easy 65 Billion total records stored 6B 40 Billion custom object records
And integrating at an unprecedented pace Easy 1.8 Trillion records processed per month via API 300M
Sites with Millions of Registered Users Easy
Customers with Millions of Accounts 32M banking accounts 33M software users 44M award applicants 57M cable subscribers 69M logistics customers Easy
And the Future looks bigger 160M Insurance Easy 32M banking accounts 33M software users 44M award applicants 57M cable subscribers 69M logistics customers
And Accounts aren t the biggest object custom objects standard objects 161M records Easy 69M accounts
And more being tested by our customers 1B Custom Objects Easy 500M Activities custom objects standard objects 69M accounts 161M records
Not just data records files & documents too 7.3TB advertising 7.8TB insurance Easy 953GB communications 2.3TB government 2.5TB commerce
Multi-Tenancy Requires Seamless, Automatic Upgrades 43 Major Releases All Customization and Integrations Auto-Upgraded Easy > 3M Custom Database Tables >11M Custom Visualforce Pages >6B Lines of Apex Code >500M API Calls Per Day, 28 versions Always have the Latest Innovations & Technology Versioning, 260,000+ automated tests, and 50M+ customer-provided tests yield robust integrations and custom code
Agenda Fast Easy Open Flexible Any Device Data Portability Trusted
Build Amazing Apps and Connect Everything. Open Build Innovative Customer apps Automate Processes with Employee Apps Connect Everything
World s #1 Cloud Platform for Building Apps Open APIs Soap APIs Rest APIs Bulk APIs Tooling APIs Metadata APIs Analytics APIs Social APIs ET API Streaming APIs Mobile Services Mobile SDK Developer Mobile Packs Offline Support Geolocation Custom Actions Identity Private App Exchange Mobile Notifications Visualforce1 Core Services Chatter Multi-tenant Infrastructure Workflows Cloud Database Analytics Data-level Security Apex Schema Builder Multilanguage Sharing Model Heroku Add- Ons Translation Workbench Email Services Search ET 1:1 Heroku1 ET fuel Monitoring
Define Integration Style: What Layers Need Integration? Open User Interface Screens exposed to end users Application Logic Your business logic (in C, Java, Apex + workflows, rules, etc) Data Layer Your Data Model Security
User Interface: Presentation Level Integration Mashups, Canvas Open Your 3 rd -Party application will display in a canvas Canvas SDK
Application Logic : Logic Layer Integration Credit Check Open Real-time Call Out
Data Layer: Data Integration Invoice Example Open Salesforce Account Data Invoice Data to SFDC Custom Object via API
Keyboard Shortcuts, Push Notifications Service Cloud Console Integrations Capabilities Open Out of the Box Integration Technology Options Standard Objects Reports/ Dashboards Cross Domain JS Salesforce Console Integration Toolkit available for deep UI integration and native feel Visualforce 3 rd Party web pages/ web tabs Custom Objects Chatter Live Agent Standard Components Open CTI Canvas Apps Component Framework Primary Tabs, Subtabs, Navigation Tab, Footer, Sidebar Components
2 Certified With All Major Middleware Solutions Over 90 Certified Solutions on the AppExchange 4 Open Low Complexity Medium Complexity High Complexity Composite Apps/SOA Enterprise Mash-ups Rich user interface Application Integration Real-time integration Multi-step integration Human workflow Data Integration Data migration Data replication Bulk data transfers Data Cleansing Data deduplication Data assessment Native Integration Managed Packages
Agenda Fast Easy Open Flexible App Marketplace Extensible Trusted
AppExchange Flexible 2,000+ Apps 2M+ Customer Installs $1B+ Partner Revenue
Gain Instant Access to 100K+ Customers Flexible Security Review Curated Marketplace Free Trials Made Simple Customer Reviews 70% of the Fortune 100 have installed an app
Force.com is 5X Faster and Half the Cost Flexible Deliver Apps 5X Faster Point and Click for Business Users Coding for Developers Half the cost Fewer IT Resources No Hardware/Software On-premise Software Force.com Includes: staffing, infrastructure, licenses, IT support, and changes. IDC White Paper sponsored by Salesforce.com: Force.com Cloud Platform Drives Huge Time to Market and Cost Savings, Doc # 219965, September, 2009
Force.com is the Killer Platform for Edge Apps Flexible Rapid Development Open integration Central Governance Build enterprise apps in days Integrate with core enterprise apps Centrally manage access and deployment of apps Visual Development Tools Configurable Services SOAP/REST APIs 200M+ API calls per day Shared Security Model Sandbox Environments
Customers Have Built Apps for Every Department IT Governance/Project Mgt Human Resources Marketing Flexible IT Governance Recruiting and Training Franchise Management Project Management Commercial HR Suite (ISV App) Trade Show Management Claims Management ERP/Accounting Billing Insurance Claims Management General Ledger Medical Claims Billing Shipping Loss Claims Order Management Quoting/Licensing/Billin g Websites/eCommerce Operations Legal Coupon Redemption Performance Mgt Analytics Digital Rights Mgmt E-commerce Inventory & Distribution Contract Mgt
Agenda Fast Easy Open Flexible Transparency Real-time Status Trusted
Trusted: Our Highest Value Trusted trust.salesforce.com Transactions Per Quarter 105B Transactions in Q4FY14 49% YOY Growth Average Page Time 350 275 Q1FY11 Q4FY11 Q3FY12 Q2FY13 Q1FY14 Q4FY14 200
Security That Improves With Every Customer Trusted World-Class Security Infrastructure Application Security SAML IP Range Restrictions SSL encryption Identity confirmation Sophisticated Sharing Model Network Security IP restrictions Multi-layered firewall Intrusion detection 3 rd party assessments Industry and Government Certified The Word s Most Demanding Customers Facility Security 24 x 365 security Biometric readers Silent alarms CCTV Motion detection
Multiple Data Centers and a Pod Architecture Trusted NA4 NA0 NA1 NA2 NA3 NA5 NA6 NAx Network Storage Backup Monitoring Global Footprint 6 Production Data Centers European DC in 2014 Repeatable Isolation 42 Pods in Production 10 new Pods live so far in 2013 Pods fully mirrored in remote Data Center
Availability Trusted Full redundancy for all servers, storage, network Maintain 3 replicas of all databases Block-level replica in remote data center Local log-level replica 90 days of backups Distributed filesystem redundancy, DR, backup All software releases require zero downtime Before 2012 major releases 3 times/year required 6 hours 24X7 NOC in Virginia, Singapore, Dublin
Multiple Network Carriers and Redundancy at the Edge Trusted Sprint NTT AboveNet Equinix Exchange Level3 MCI NTT SinTel* PacNet* Tata* Edge Routers Edge Routers Redundant Firewalls * Singapore Data Center Carriers* Redundant Load Balancers Redundant Core Switches Si Si Server VLAN Switches/Firewalls
Centralized Monitoring Solution Proactive monitoring based on known thresholds & trends. Identify and resolve issues before they happen and affect the Salesforce.com site or specific customer. EMC Smarts Monitoring Smarts Application Tier Deployed at each Salesforce.com production data center EMC Smarts Availability Manager & EMC Performance Manager pulls: Network device availability, Host availability, Interface, fans, Chassis information Open Integration portion pulls data from: Trap information from network devices, port Information,load balancing activity Syslog facilities captures: DB errors, Application errors, OS issues Existing Monitoring Tools Integrated into EMC Smarts Applications Manager: Gomez Allows for various views of how the outside world is performing against the Salesforce platform Hyperic - Customized In-House integration - scraping of alerts, giving us a way to see events in one place. Dice - Alerting allows any warnings or issues to be readily available to the Operation Services Center Nagios - Custom In-House integration-allows for existing custom-written Nagios code to alert into the Smarts platform Outside EMC Smarts Platform Coradiant- end user experience metrics Trusted NEW CHI Production Data Center NEW WAS Production Data Center EU OSC Site SJL Production Data Center NA OSC Site ASG Production Data Center SIN Production Data Center & APAC OSC Site Custom Agents Cricket
Benefits of Multi-Tenant Cloud Computing: Enterprise Cloud Computing Fast Easy Open Flexible Trusted No Hardware Scalable Any Device App Marketplace Transparency No Software Automatic Data Portability Extensible Real-time Status Upgrades
Our Vision for Connecting Your Organization Sales Rep Contact Center Agent Customer Field Service Employee
Introducing ClickWorkforce and ShiftExpert
How to Engage with Us Attend our 4pm Session Today: ClickWorkforce Roadmap Visit the Salesforce AppExchange to Learn More Details Ask Your ClickSoftware AE for More Information Join Us at Dreamforce in San Francisco: Oct. 13-16
HOW D WE DO? Green- Exactly what I was looking for Yellow- Not quite what I was looking for Red- Not at all what I was looking for 49