There are very few companies that aren’t looking to lower their costs, enhance their operational efficiency and improve revenue performance. Connecting the dots in your ecosystem ─people and processes─ is vital to accomplishing these objectives. Learn how one of our clients is engaging and supporting their clients with the power of Salesforce Communities. You’ll learn how to: Create an interactive community home page. Use Chatter and collaboration with customers in a community. Connect customers to the product management & development cycle. Support complex case access and sharing controls. Develop engaging UX/UI with CSS and Visualforce. In this slideshare, our client, MedAssets, will tell the story of how they have improved the quality and effectiveness in healthcare with Salesforce Communities.

1. Salesforce Communities Webinar
Drive Efficiencies and Reduce Costs through
Increased Collaboration
June 17, 2014
facebook.com/perficient twitter.com/Perficientlinkedin.com/company/perficient

2. Speakers
Dustin Johnson
Senior Director,
Business Solutions
Brendan Callum
Service Cloud &
Communities Architect
Perficient

3. • Founded in 1997
• Public, NASDAQ: PRFT
• Major market locations throughout
North America
• Global delivery centers in China,
Europe and India
• >2,100 colleagues
• Dedicated solution practices
• ~85% repeat business rate
• Alliance partnerships with major
technology vendors
• Multiple vendor/industry technology
and growth awards
Perficient Profile

4. • More than 450 customers │ Completed ~ 3,000 Salesforce engagements
• Expertise: Sales and Service Clouds, Chatter, Portals, Communities,
Mobile and Custom Development on Salesforce Platforms
• Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail
• One of the highest Salesforce.com customer satisfaction ratings: 9.4 out
of 10!
Salesforce Practice

5. Practice Overview
• Service & support communities
• Multi-channel support
• Knowledge & self-service
• Live chat
• Mobile/embedded support
• Zendesk/RightNow migrations
• Complex community sharing
models
Our Current Focus A Few of our Successes
Communities & Service Cloud Practice

6. Agenda
•MedAssets & Salesforce
•Objectives of Client Community Portal
•Community Functionality
•Highlights of Deployment
•Lessons Learned
•Q&A

7. MedAssets & Salesforce
• Deployed in 2011
• 1,600 Unlimited Edition
• Sales, Service, Marketing Clouds
• Custom Application Development
• Prior Customer Portal was on the Salesforce
• Authenticated sites platform and was primarily only for
support cases

8. Client Community Portal Objectives
• Support entire customer
lifecycle
• Accommodate all
products/services
• Increase self-service
support resources
• Build a secure customer
community

9. Approach
• Use out-of-the box functionality as much as possible
– Profile
– People
– Files
– Groups
• Maintain corporate brand
• Team effort
– Client support
– Account management
– Product management
– Corporate & segment marketing
– Client training product implementations
– IT

10. Home Page
• Open support case
• Call to action
widgets
• Central “My Feed”
• “My Project” –
product
implementations

11. 1. Define projects related to program
2. Upload files
3. Manual share access to customers
Program Implementation Setup

12. Program Implementation Site
• Project team
collaboration
• Status of individual
projects
• Integrated Chatter files
with document related
list

13. Product Ideas
• Built on top of free
AppExchange App
“Ideas Widget Library”
• Topics = product
families
• Idea themes - beta

14. Products News Landing Page
• Open to entire
community
• Rich-text field
• Events widget
• “My Products”
pages controlled by
account “live”
assets

15. Product Page
• Rich-text field
• Events widgets
• Document widget
• Product specific
collaboration

16. Deployment
• Customer Communication
– Two minute marketing video http://communities.medassets.com
– Email communication (pre and post)
– Customer conference & regional user group meetings
• Metrics & Measurement
– Dashboard
• Logins
• Questions
• Ideas
• Most active users
– Google Analytics
• Browsers/screen size
• Page flow
• Average session time / # of pages in session
• Which pages being viewed
• Tip: Remember to filter out your domain/IP Addresses to not artificially inflate
numbers by employees
– In the future Chatter Analytics

17. Lessons Learned
• Test data queries in full sandbox (full data set)
• Change management for employees
– What goes between internal org versus community
• Nurturing a community is harder then deploying the
technology

18. Enter in Chat Window

19. Thank You!
For more information email us at
sales@perficient.com