1. Hermes Cloud 2.0 Name, Title ----- Presenter Notes -----
Welcome to this presentation on Hermes Cloud. We’re going to talk through a couple of slides to just define Hermes Cloud, then we’ll go ahead and take a close look at the features and value of the product to help demonstrate how Hermes Cloud will ensure you better connect with your customers.
Version 1.0
November 7th 2013

2. Hermes Cloud Leading Cloud Call Center Solution within Salesforce
Nearly 18 years Call Center
Get it now
Hermes Cloud CRM or existing org
Package to screen pop in 20 mins
Nearly 2,000 complimentary appexchange partners
All phones supported
Free numbers
home, mobile, extension
SIP
embedded browser or external
----- Presenter Notes -----
Hermes Cloud is based on nearly 18 years of Vocalcom Call Center expertise, being made natively available within the Salesforce CRM environment.
It’s ‘simple’ to install and setup, just hit the ‘Get it now’ button on the Salesforce appexchange. You can either select to have a new Hermes Cloud Salesforce org without any requirement for an existing Salesforce environment OR you can easily add to your existing Salesforce org. You then go ahead and define how you want your agents, campaigns, related Call Center configuration and you’re done. Literally from package install to screen pop can be within 20 minutes.
It’s worth mentioning the appexchange provides many other complimentary partner solutions also, that can be added to your Hermes Cloud Salesforce org to improve even further, the ways in which you communicate with, or manage your customers. In fact there are nearly 2,000 ‘partner up’ apps to choose from.
We have also made it really easy to decide on a telephony device. You can either go ahead and use a built in SIP softphone or even separate SIP softphone if you wish, OR you can use a physical device also such as a mobile or desk phone. You benefit from a market defining global voice cloud infrastructure that makes costs local and extremely efficient.
Hermes Cloud is EVERYTHING you could want from a Call Center product, simply added to your Salesforce org.

3. The AppExchange One click “Get it Now”
Existing org, sandbox or trialforce org
30 day trial for free
----- Presenter Notes -----
The Get it Now button enables customers to install Hermes Cloud from the appexchange. Obviously it can be installed on an existing Salesforce org, but what people don’t necessarily realise is you don’t need an existing org.
If you say you don’t have an existing org when prompted, one will be created for you and for you Hermes Cloud subscription you get the entire Call Center and CRM solution, providing many benefits which we’ll talk more about in this presentation.

4. Hermes Cloud No CTI client software Same platform as Salesforce
Salesforce OpenCTI adapter
True Cloud Call Center technology
Futureproof CTI solution
Same platform as Salesforce
Sales Cloud, Service Cloud, Hermes Cloud
Salesforce native code – Apex 4GL
Entirely Salesforce UI and Dashboard
Native Call Center in the Sales and Service Cloud
----- Presenter Notes -----
Hermes Cloud is different. It’s unique. Unlike our competitors we have built the product in exactly the same way that Salesforce have built their own Sales Cloud and Service Cloud products.
Firstly, we were early to adopt the very modern OpenCTI adapter. Screen pops, CTI event handling is all totally in the Cloud. That’s not only important from a point of view of making sure you have a truly cloud Call Center product, it also means you have a future proof solution. Salesforce are planning to end of life support for CTI adapters that require ‘installing’ on each agent client machine. This is a method many of our competitors still use today.
Secondly, if you consider Salesforce it’s actually provided in the form of Sales Cloud, Service Cloud and Marketing Cloud. Hermes Cloud sits right next to those products on the same force.com platform using the same database.com platform to store data also.
Finally, you configure the Call Center product entirely via built-for-purpose Salesforce CRM views. Indeed, we have incorporated the use of many Salesforce ‘objects’ as they’re known, not least the Salesforce reports dashboard, one key feature we’re proud of.
Hermes Cloud is totally native.

5. Call Control Click-to-call Sales and Service Cloud console CTI toolbar
Login, logout, pause, extend pause, auto-ready access control
Agent status check, ‘click-to-call’ recent contacts list
Blind, conference transfers
Campaign and Contact ‘Pop’
Custom CTI Buttons
‘Quick create’ contact, case, lead, opportunity already defined
Manual, preview dial calls
Call qualification
Click-to-call
----- Presenter Notes -----

6. ‘Quick’ Campaigns
Simple, stepped campaign creation

7. Campaign Feature List Inbound Campaigns setup features Inbound
Manage queues, embedded IVR Message Handling
Calling number display settings
Associate call status groups
Set up overflow management
Define skills based routing
Outbound Campaigns setup features
Calling lists, Salesforce contacts, leads, bulk import
Preview, Progressive, Predictive dialing modes
Personal and group call backs
Dialing Management (complex : average between 2 calls, call attempts, % of retention, maximum ring number)
Associate Open Hours and Holidays
Review call file information
Inbound
BLENDED
CALLS
Outbound
----- Presenter Notes -----

8. IVR
Use Salesforce objects, input menus and customize

9. Call Recording
Simple, fast playback

10. Real-Time Agent Management
Supervisor key features
Create agent groups, agents, define skills groups and individual skills
Use the power of the Supervisor Module - View live status of calls, campaigns, agents
----- Presenter Notes -----

11. Admin and Control Simple administration features Intuitive Reporting
Manage hours, holidays, exceptional days
Define inbound and outbound campaign statuses and sub status
Intuitive Reporting
Per call reporting in Salesforce
Qualifications visible
Associates call log to the right contact in case of multiple contacts
----- Presenter Notes -----

12. KPI and Custom Reports
Customize, native reporting via Salesforce Dashboard

13. Call Flow Scripting Visual Workflow scripter
Step agents through collecting and updating data through flow work screens
Associate flows to custom buttons, tabs, links or access via a direct URL
Workflow agent interactions
Utilise Salesforce data and write-back changes
Create new records and set up activities through flow events
----- Presenter Notes -----

14. Social Enterprise Chatter
Easily share content, ideas, requests with colleagues
Find and ‘follow’ content and Salesforce ’objects’
Accounts, opportunities, cases, sales, operational dashboards and more.
----- Presenter Notes -----
“The right information, applications, expertise and content to you, wherever you are”

15. Content Management Upload and share content Create content libraries
Build content packages, multiple files
Preview content in the cloud
Tag files for filtering, add sharing privileges
share content outside the organisation
Subscribe or follow content
Powerful search capabilities
----- Presenter Notes -----

16. Visual Process Manager
CRM Features
Additional Hermes Cloud CRM features
Define views with field customization
Real-time worflows and approval engine
Real-time analytics
Salesforce chatterbox
Identity multiple app single sign-on
Visual Process Manager
----- Presenter Notes -----
If you haven’t already got a Salesforce org, you really are going to see some tremendous value in your Hermes Cloud subscription.
Buying a Hermes Cloud user licenses, provides you access to all of the standard Salesforce CRM features, all as part of Hermes Cloud.
Key features such as being able to define views, set up ‘workflow’ engines and use real-time analytics are welcome features as part of your Hermes Cloud org.
Identity is a nice tool to ensure you don’t have too many applications to login to, you can group those under one login and you’re done.
All of these extremely powerful CRM capabilities are part of your Hermes Cloud subscription if you’re a new Salesforce user.

17. Cloud Contact Center High Availability Cloud
Globally available, resilient and secure and unique
World class voice infrastructure technology and design
Compliance by design for PCI, TCPA and OfCom
Hybrid available using MPLS
active
ready
----- Presenter Notes -----
Given the innovation in Hermes Cloud, it perhaps goes without saying, it’s complimented with a market defining global Cloud infrastructure solution. It’s been well though out, to ensure we can accommodate the overheads of supporting voice and message encryption for example to ensure compliance with PCI, an on-network approach ensuring our application servers and voice infrastructure harmoniously and securely support the needs of our customers.
Indeed, we’re as passionate about our voice infrastructure as we are about our product abilities.

18. High Availability Voice
Multi-point voice redundancy
1+1 redundancy scheme
Dual protocol, ports, blades, gateways, geographies
Keep-alive technology
Automatic gateway switching
Call context synchronization, active calls unaffected during a switchover
Hitless software upgrades
Can upgrade SBC firmware without disturbing current calls
High capacity and scalability
Upto 10,000 agents supported on a single gateway
Designed for PCI Compliance

19. PCI Compliance / Key Security Technology
Encryption
Communication streams and signal messaging encrypted
SRTP for media stream encryption (RFC 4568 SDES voice and video)
TLS Security signal messaging encryption
Network Privacy (topology hiding)
Advanced security applied at each ‘leg’ in communication
Dynamic restrictions on ‘untrusted’ legs
Protection against DOS/SIP attacks
Rich message filtering rules: message size, number of headers, message body types, request type and more
Access lists, concurrent calls, layer 3 and SIP Dialog rate limiting
----- Key Messages -----
UNIQUE CLOUD PCI Compliance
----- Presenter Notes -----
When it comes to providing true PCI, even when not storing the data, we still have to make sure any transport of information is secure also. We have adopted the most advanced core network component technology to ensure data is totally secure.
When a customer enters their DTMF digits, this is potentially traceable in the IP message packets. So we ensure not only that the transport layer is message encrypted, but that we support with network privacy so information at each leg of the network communication is checked and authenticated as well as securing with protection against DOS and SIP attacks should someone wish to attempt getting to any packet network traffic.
Our solution is based on advanced gateway technology and configured, FULLY MANAGED and secure for our customer’s peace of mind AND enabling them to be FULLY PCI COMPLIANT.

20. Compliant - TCPA
Dialler solution cannot “dial ahead” or dial automatically
No dialling without action and intervention by the live representative
No “predictive dialing” or other dialing approach
Preview dialling only – a live representative MUST selectively specify telephone number to be called.
Agent “on the line” from the beginning
No delay between when the called party answers the telephone
No delay when the live representative is available to speak with the called party
For example a delay caused by “connecting” the live representative to the called party
No possibility that any calls could be “abandoned” whereby the live representative is unable to speak with the called party.
----- Key Messages -----
OFCOM COMPLIANCE IS A TICK BOX ITEM
----- Presenter Notes -----
Ofcom compliance is a topic we of course have a lot of experience in talking about, reflecting on our outbound dialing capabilities.
In particular, we are fully up to speed on all of the compliance regulations and continue to adhere very closely, as the guidelines evolve. The key metric of abandoned call rates is something we’re very proud to have addressed very well with our dialler. Not only will the dialer maintain an abandoned rate of 3% or less in a 24 hour period, it won’t allow callbacks to the same number within a 72 hour period following an abandoned call for example, despite extensive callback rule configuration.
With the Hermes Net, you’re in safe hands when it comes to outbound dialing.
-- New Compliance Regulations --
When a call has been identified as being picked up by an answer machine (including AMD false positives), any repeat calls to that specific number within the same 24 hour period may only be made with the guaranteed presence of an Agent. The 24 hour period is clarified as between midnight and midnight on a calendar day.
The abandonment rate may exclude a reasoned estimate of calls abandoned to answer machines.
0845 numbers have been reinstated as an option to include within an information message (played in the event of an abandoned call). Companies can use a geographic number (01/02/03) if they so choose.
Companies will be required to provide a 080 or a 0845 or a 01/02/03 number that a consumer can use to opt out of future marketing calls.
The use of IVM (Integrated (Interactive) Voice Messaging) can be used for non-marketing calls so long as it can be shown to be a benefit to the consumer.
Any call centre employing IVM to help eliminate AMD false positives must ensure that recipients of these messages are:
always transferred to a call centre agent should they choose;
informed of the identity of the company making the call;
given no marketing information within the short message.
-- Original Compliance Regulations --
Abandonment rate must not be greater than three percent of live calls for a twenty-four hour period.
Phone must ring for a minimum of 15 seconds (5 rings) before disconnecting with a disposition of ring-no-answer.
Calling party number (CLI) must be presented to the called party.
Abandoned calls need to be excluded from being redialed for 72 hours unless there is a guaranteed Agent on the next attempt. Abandoned calls may be redialed in Preview mode, ensuring an agent is available.
Abandoned calls must hear a recorded message two seconds from the beginning of speech of the called party – the ‘H’ in ‘Hello’.
Calls must be connected to an Agent within two seconds from the beginning of speech of the called party.
A reasoned estimate of “false positives” must be applied to the abandonment rate.
An AMD false positive is when a dialler mistakenly identifies a call as being answered by an answer machine whereas, in reality, it has been answered by a live individual.
An AMD false negative is when a dialler mistakenly identifies a call as being answered by a person whereas, in reality, it has been answered by an answer machine. These are typically passed to an agent and cause no problems to clients or Ofcom, but a message must be recorded by the agent or by the dialler.

21. Compliant - Ofcom All of the tools to ensure Ofcom compliant
Original and new regulations
Includes all key metric management
3% abandoned rate
No abandoned re-calls in less than 72 hours
Calls connected to agents within specified and set time frames
Interactive Voice messaging for non-marketing calls
Powerful callback configuration
----- Key Messages -----
OFCOM COMPLIANCE IS A TICK BOX ITEM
----- Presenter Notes -----
Ofcom compliance is a topic we of course have a lot of experience in talking about, reflecting on our outbound dialing capabilities.
In particular, we are fully up to speed on all of the compliance regulations and continue to adhere very closely, as the guidelines evolve. The key metric of abandoned call rates is something we’re very proud to have addressed very well with our dialler. Not only will the dialer maintain an abandoned rate of 3% or less in a 24 hour period, it won’t allow callbacks to the same number within a 72 hour period following an abandoned call for example, despite extensive callback rule configuration.
With the Hermes Net, you’re in safe hands when it comes to outbound dialing.
-- New Compliance Regulations --
When a call has been identified as being picked up by an answer machine (including AMD false positives), any repeat calls to that specific number within the same 24 hour period may only be made with the guaranteed presence of an Agent. The 24 hour period is clarified as between midnight and midnight on a calendar day.
The abandonment rate may exclude a reasoned estimate of calls abandoned to answer machines.
0845 numbers have been reinstated as an option to include within an information message (played in the event of an abandoned call). Companies can use a geographic number (01/02/03) if they so choose.
Companies will be required to provide a 080 or a 0845 or a 01/02/03 number that a consumer can use to opt out of future marketing calls.
The use of IVM (Integrated (Interactive) Voice Messaging) can be used for non-marketing calls so long as it can be shown to be a benefit to the consumer.
Any call centre employing IVM to help eliminate AMD false positives must ensure that recipients of these messages are:
always transferred to a call centre agent should they choose;
informed of the identity of the company making the call;
given no marketing information within the short message.
-- Original Compliance Regulations --
Abandonment rate must not be greater than three percent of live calls for a twenty-four hour period.
Phone must ring for a minimum of 15 seconds (5 rings) before disconnecting with a disposition of ring-no-answer.
Calling party number (CLI) must be presented to the called party.
Abandoned calls need to be excluded from being redialed for 72 hours unless there is a guaranteed Agent on the next attempt. Abandoned calls may be redialed in Preview mode, ensuring an agent is available.
Abandoned calls must hear a recorded message two seconds from the beginning of speech of the called party – the ‘H’ in ‘Hello’.
Calls must be connected to an Agent within two seconds from the beginning of speech of the called party.
A reasoned estimate of “false positives” must be applied to the abandonment rate.
An AMD false positive is when a dialler mistakenly identifies a call as being answered by an answer machine whereas, in reality, it has been answered by a live individual.
An AMD false negative is when a dialler mistakenly identifies a call as being answered by a person whereas, in reality, it has been answered by an answer machine. These are typically passed to an agent and cause no problems to clients or Ofcom, but a message must be recorded by the agent or by the dialler.

22. Compliant – PCI Secure IVR
Agent requests card details from caller
Touch tone digits removed 1 3
PSTN
Caller enters credit card digits by keypad
Agent cannot hear the touch tone digits but can hear the caller 2 4
www
----- Key Messages -----
TOTALLY PCI COMPLIANT
INNOVATIVE way to provide an EXCELLENT solution to customers whilst ensuring MAXIMUM PAYMENT PROCESS SUCCESS
----- Presenter Notes -----
In terms of compliance there are two key areas we like to talk about. Firstly, PCI compliance. In this slide we’re going to talk you through our innovative PCI compliant secure IVR capability. Secondly, we’re going to touch on Ofcom compliance also.
So in overly simple terms, PCI compliance introduces a number of technology and process requirements to ensure customer financial data is not accessible to be used fraudulently. In practical terms if a customer provides their credit card details over the phone and you are voice recording, then you are effectively storing those customer financial details AND the agent may well write them down which is all totally non-compliant in terms of PCI.
Many consider the ability to exclude recording those details all together as the most efficient way to ensure PCI compliance and so up until recently have ‘stopped and started’ voice recording manually or even automatically, else they’ve considered handing the customer off to an IVR to complete payment.
The issue with the first method, of stopping recordings, is that the agent still gets to hear those details and that means requiring a water tight PCI process that’s not easy to monitor and manage. The second method, handing off to an IVR results in a much higher rate of customers not actually finishing the payment process.
The Solution
Hermes Net provides the most innovative way to comply with compliance regulations, and ensure maximum payment processing success, with an agent being present on the call during an automated IVR payment.
HERE’S HOW IT WORKS – GO!
The agent conferences an IVR application developed in Vocalcom’s Interface designer environment in to the call with the customer
The IVR application provides the relevant prompts, firstly requesting card details from the customer
The customer then types the digits using their DTMF keypad
The DTMF tones are masked in the application so that the agent cannot hear them. However, the agent is able to coach the customer through the transaction or restart the IVR application should an error or mistake be made.
The IVR connects with the payment gateway and subsequesntly processes a payment
The agent can be notified of that at their desktop and the process is complete.
This approach not only ensures PCI compliance, but it also provides a great experience for the customer as well as ensures a maximum completion rate in terms of using an automated service to make payments.
When it comes to providing true PCI IN THE CLOUD, even when not storing the data, we still have to make sure any transport of information is secure also. We have adopted the most advanced core network component technology to ensure data is totally secure.
When a customer enters their DTMF digits, this is potentially traceable in the IP message packets. So we ensure not only that the transport layer is message encrypted, but that we support with network privacy so information at each leg of the network communication is checked and authenticated as well as securing with protection against DOS and SIP attacks should someone wish to attempt getting to any packet network traffic.
Our solution is based on advanced gateway technology and configured, FULLY MANAGED and secure for our customer’s peace of mind AND enabling them to be FULLY PCI COMPLIANT. 6
Merchant payment
Payment service provider 5

23. Sales Cloud Value Proposition
Call more prospects and at the right time
Leading edge predictive dialler, easy call file cleansing and set-up
Plan automatic call backs
Simplify the appointment process
Share agendas for calls and call-backs
Chatter for sales agents, collaborative help
Maximise sales team efficiency
Add new sales agents within 3 minutes
Silent monitoring with whisper paging to help train agents
Call scripter, (flow) with click-to-call
Real time activity monitoring
----- Presenter Notes -----

24. Service Cloud Value Proposition
Increase First Contact Resolution rate, customer excellence
Qualify calls through, IVR, manage VIP calls
Route calls best qualified agent, skills routing
Eliminate hold-times
Improve agent productivity
Silent monitoring
Plan automatic call-backs
Share agendas for calls and call-backs
Chatter for sales agents, collaborative help
Monitor SLAs per customer
Real-time monitoring and phone interactions
----- Presenter Notes -----

25. Call Center in Salesforce
Sell more – advanced compliant dialling, call more prospects
Improve customer care – filter through IVR, route to best agent, eliminate hold times, prioritize callers
Improve agent productivity – planned automatic call backs, screen pops, workflow interactions, collaboration
Scale fast and easily – add new sales agents in seconds
Improve operational performance – advanced supervision, custom reporting
Reduce costs – efficient, global voice infrastructure comes standard!

26. Call Center in Salesforce
Cloud based productive agents anywhere, at anytime on any device
Secure, future proof, compliant and fast cloud infrastructure
Easy, rapid native Call Center appexchange install
Scale up easily with no hardware or software costs
Call more customers, increase sales and productivity
Powerful CRM agent interaction scripting
Work-flow no IT, ‘no constraints’ Call Center solution
Full Sales Cloud and market defining outbound dialing
Manage real-time, and via Salesforce dashboard reporting
Ensure optimum agent performance
Measure for continuous improvements to customer excellence

27. Call Center in Salesforce
Route customers to the the most effective and knowledgeable agent first time, every time
Leverage collaborative enterprise and content management to provide ‘joined-up’ customer excellence
Scale up easily with no hardware or software costs
Predict subscription cost for full Call Center and CRM
Realise training and operational cost efficiencies
No maintenance or upgrade costs
Invest in the future, compelling ROI

28. Name Contact Number Email address
Thanks for your time
Name
Contact Number
address
----- Presenter Notes -----

29. FAQs & Discussion Points
Vocalcom Hermes Cloud
FAQs & Discussion Points

30. FAQs & Discussion Points
We’re concerned with security in a shared environment. We need our own dedicated instance.
Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure.
Integration with a hosted application is too difficult.
Salesforce is missing an important feature, one which a competitor currently offers.
What sort of Service Level Agreement can you offer?
What happens if salesforce.com or the internet goes down?
Can I stay on an old release? I want to upgrade on my own schedule.
Can I host it myself? Do you have an on-premise option or migration path?
Does salesforce have a data center in…?
Other vendors are less expensive.
I want to run a limited pilot on a month-to-month basis.
I don’t want to begin payments until my users go live.
Salesforce has too many features, we shouldn’t have to pay for things we don’t need.
We've barely got our sales people to use basic CRM, Chatter will distract them. We don’t want them using Facebook in the workplace.

31. We’re concerned with security in a shared environment
We’re concerned with security in a shared environment. We need our own dedicated instance.
Questions
What are your specific security requirements? Is your concern Security or data ownership?
Response
Security of customer data has been the #1 priority of salesforce.com from day % of our customers enjoy a level of security that historically only a few companies could afford to build.
Our system has been architected from day 1 as a multi-tenant application that can securely store multiple customers data on a shared architecture. This is the same approach that consumer banking web sites have followed for the past 10 years.
We maintain the highest security standards at three levels
Application Security: Every row of data in every table is tagged with a unique identifier for each customer. Every query of our system is filtered on this field. This ensures that customers only see there data.
Facilities security: Highest security facilities, 5 hand scans to get to our cages, man-traps
Network security: Secure OC-48 connection between data centers. 3rd party certifications, White-hat hackers
Proof
SAS70 Type II certified, SysTrust certified
Zero intrusions / security failures in our 8 year history
Deep customer security audits: Merrill Lynch, Cisco, Symantec, Citibank, Deutsche Bank, including the Top 3 Firewall providers

32. Our TCO is lower with our existing solution
Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure.
Questions:
How are you calculating Total Cost of Ownership?
What type of investments have you made? How much?
What if you could leverage all of your existing investments for your SFDC deployment?
Responses:
Most customers find that we are more cost effective when they calculate a comprehensive TCO. Would it make sense for me to put you in touch with some of these customers or share some TCO calculations/models?
Calculating an accurate TCO can also be a major challenge. It is difficult to value opportunity cost (higher priorities for IT resources, cost of not upgrading, missing features, etc.)
A few of my customers have calculated that an on demand system may be slightly more expensive than in-house over 5+ years. Regardless of which system may be cheaper, customers have found calculating ROI the best metric.
Would moving IT resources from maintenance to innovation help you achieve your Business Issues (objectives) faster?
Other considerations: Upgrades & IT: maintenance to innovation
Proof:
Sample TCO model / Customer references & stories

33. Integration with a hosted application is too difficult.
Questions:
What are your integration requirements? What systems are you looking to integrate too? Data loading? Batch integration? Real-time integration?
What does too difficult mean?
Have you had a difficult integration experience before?
Response
We understand your concern, successful integration is critical to the success of most of our customers CRM customers
More than half of the traffic in our service is integration transactions vs. page views and we now do more than 1 Billion integration transactions per month
Proof
Native connectors for SAP R/3 and Oracle 11i
32 certified integration middleware partners
300+ pre-built integrations to external web services on AppExchange
Custom-build with our API and developer toolkits
Native connectors to desktop applications

34. **Last Resort Concession with FULL disclaimer – Product Roadmap
Salesforce is missing an important feature, one which a competitor currently offers.
Questions
How are you doing this today?
How important to the overall project?
How are you going to use that feature? Which problem will it help you solve? Is this your most pressing problem?
How are you currently solving this? Could we integrate?
Have you seen all the “applications” our customers are building?
Have you had a chance to look at our extensive partner ecosystem?
**Last Resort Concession with FULL disclaimer – Product Roadmap
Responses:
AppExchange / Apex Code / Visual Force / Siteforce
Product Roadmap / Idea Exchange
Proof:
3 Releases a Yr 34

35. What sort of Service Level Agreement can you offer?
Questions
Help me understand why you need an SLA??
Do you have SLAs with other vendors?
Is this a competitive issue?
Response
After security of customer data, the availability of our service is our highest priority.
We have industry-leading, extremely high levels of availability.
Multi-tenancy delivers the highest levels of availability and makes SLAs largely unnecessary. If you’re down, thousands of other customers are down and thus we are highly incented to maintain high uptime rates. This is why we do not offer SLA’s.
Proof
Trust.salesforce.com
Most customers without an SLA

36. What happens if salesforce.com or the internet goes down?
Questions
How likely is it that the internet will go down? Is this a data availability issue or a performance issue / concern?
Response
We understand your concerns, the availability of our solution is one of the most important issues that our customers evaluate
We have industry-leading availability and uptime rates
Multi-tenancy delivers the highest levels of availability – this is why Google, Ebay, Yahoo and Amazon all use this architecture.
We not only have comprehensive backups of your data but we have a complete full-scale backup data center that is dedicated to disaster recovery.
All backups are done over our secure network. No tapes on the highways.
We have the ability to restore data in the event of accidental deletion
We have many mechanisms to allow customers to store and refresh local backups of their data
Proof
Trust.salesforce.com

37. Can I stay on an old release? I want to upgrade on my own schedule.
Questions
Help me understand what your worried about with a new release?
How do you maintain a consistent user experience today?
Response:
We understand your desire to have control over the release process. This is a requirement of all of our customers.
Salesforce has strong leadership in terms of (1) delivering on customer-requested features and (2) delivering these new features at a rapid pace
You will retain control over when new features are delivered to end users. Every new feature in a release is enabled for all of our customers, but the majority are not automatically visible and requires administrative setup to be visible.
Proof
3-4 releases per year
IdeaExchange

38. Can I host it myself? Do you have an on-premise option or migration path?
Questions:
Help me understand why you want to host this application on premise?
What do you think the advantages might be with an on-premise solution?
Which users do you need hosted?
What do you mean by hosting?
What would cost you to migrate in house to on-demand? (TCO)
Response:
A salesforce.com customer can always take their data from SFDC and implement an on-premise solution
Hybrid is not viable/referenceable model
It’s actually easier to integrate SFDC to on-premise solutions
Proof:
Large Customers: Japan Post, Cisco, Starbucks 38

39. Does salesforce have a data center in…?
Questions:
Help me understand why you need a data center in x? Are you worried about system performance or legal compliance?
Response:
Thousands of customers outside the US are satisfied with performance
EU’s Data Protection Directive & Safe Harbor
Data processor vs. data controller
Customer references
Proof:
Tyco Latin America
First Caribbean Bank 39

40. We can get MSCRM for FREE, we can get SOD/ORCL for $17/month…AND, they will have all the features of SFDC within 6 months
Questions:
What is the cost of failure?
How are you calculating cost?
If prices were equal, what solution would you choose?
Which features do they claim are “coming soon”?
How critical are these to solving your current business problems?
Are you primarily concerned with cost or return on your investment? Have you had a chance to calculate an ROI?
Response:
We can talk about price later, but I would like to focus on understanding & solving your business problems first.
Our customers have historically paid a premium for our solution since it gives them the highest chance for success.
Proof:
According to Gartner, on-demand solutions are at least 10-13% cheaper over 5 years when examining all the costs associated with an on-premise deployment
References

41. I want to run a limited pilot on a month-to-month basis.
Questions:
What are you major risks?
What do you consider the major risks for this project?
Is this a financial concern or business or technological concern?
Would this be for a limited roll-out or for everyone?
How will the results be measured to make a long term call?
Would a fully-supported free-trial (usability test) help us avoid this?
What is your Success criteria?
Response:
The downside is that the potential lack of commitment might impact the success of the pilot and hurts us both in the long run.
The downside for you is that I will be unable to extend you the discounts and other terms that I hoped for here.
Proof:
Find a customer who implemented a lot of users in short period of time like Qualcomm

42. I don’t want to begin payments until my users go live.
Questions:
What’s driving this?
How are you deciding who gets turned on first?
How do you plan on rolling this out?
Response:
It’s standard that we spend most of our implementation time creating the right user profiles, experience, and data. Doing this helps us do one initial roll-out project vs. two (more cost effective)
By setting up these users in advance, we can test everything to ensure that you don’t have any setbacks in your first month of deployment
Concession Option: Well there really is no way to start your deployment without licenses in place, so I would be willing to give you a free month on the back end of your contract if you extend to 2 years – this means paying for 24 months, but getting 25.
Proof:
Find a customer who implemented a lot of users in short period of time like Qualcomm

43. Salesforce has too many features, we shouldn’t have to pay for things we don’t need.
Questions:
What functionality is required for your project?
Do you have a documented list of functional requirements that we could review in order to determine whether salesforce is an appropriate solution for your company
What is the other customized solution that you are evaluating? Other vendor? Custom build?
Response
We have a broad range of offerings priced at different levels for our customers diverse set of functional requirements.
While you may not currently need all of our features, you can easily configure our solution to deliver the features you need to your end users.
You can easily expand your use of our solution by turning on new functions as your needs grow … contrast this to a custom developed solution that may be difficult / expensive / slow to modify
Proof
82,400+ successful customers of all sizes

44. We've barely got our sales people to use basic CRM, Chatter will distract them. We don’t want them using Facebook in the workplace.
Questions:
What is prompting your concerns with using Chatter?
How is social media being leveraged in your company today?
Response:
Chatter increases the value of the CRM functionality for sales people.
In a third party survey of existing customers who have turned on Chatter, sales people reported:  19% faster finding information, 10% increase in productivity, 13% reduction in , and a 4% increase in sales!
Proof:
Dell using Chatter company-wide 100,000 users