Mobile Data Sponsorship as a Catalyst for Customer Engagement

1. Simplifying Customer Engagement
Mobile Data Sponsorship as a Catalyst for
Customer Engagement
TM Forum Catalyst Project
Contact:
Mustafa Oyumi
Director Product Management – Communications
Salesforce Industries
moyumi@salesforce.com
April 2016 – V9.0

2. Contents
Copyright © 2016 Salesforce. All rights Reserved.
Executive
Summary
Business
Case
Solution Use Cases
Process
Flows
Sample
Offers

3. EXECUTIVE SUMMARY

4. Executive Summary
Ø Expanded brand
awareness and customer
reach
Ø Customer affinity &
satisfaction
Ø Increasing relevance of
products & services
Ø Personalized products &
services
Ø Revenue growth
Ø New data service value-
chain: seamless B2B2C
value delivery chain
Ø Additional value-added
services
Ø Expanded customer reach
Ø Enterprise customers
affinity & satisfaction
Ø Additional revenue
streams & higher profit
margin
Ø Enhanced B2B2C
customer engagement
enablement
Ø Enhanced B2E2C
engagements using
mobile devices
Ø Value-added functionality
Ø Enhanced support for
B2B2C, B2E2C and B2P2C
business model
enablement
Ø New Salesforce
deployment opportunities
Ø Business success hinges
on meeting customer
expectations
Ø Customers expect
personalized and
contextual engagements
Ø The mobile device has
emerged as customer-
preferred means of
engagement
Ø Limited data packages,
capacity, roaming etc.
pose barriers to mobile
data spend
​ Mobile Data Sponsorship as a Catalyst for Customer Engagement
Background Enterprise Benefits CSP Benefits Salesforce Benefits
Enterprise mobile data sponsorship
removes barriers to engagement
Meeting customer expectations;
improved profitability
New revenue stream, higher margins,
new business opportunities
Enhanced customer engagements,
new business opportunities
Copyright © 2016 Salesforce. All rights Reserved.

5. Mobile Data Sponsorship Overview
​ Disrupting the Mobile Data Value Chain
MOBILE DATA SPONSORSHIP VALUE CHAIN
Low cost access to data services and premium content
New revenue streams
and higher network
utilization
Increased brand
visibility, offer uptake
and profitability
SERVICE PROVIDERSENTERPRISES
CUSTOMERS
Data sponsorship
enables
enterprises to
give customers
free access to
specific content
on their devices
Copyright © 2016 Salesforce. All rights Reserved.

6. Mobile Data Sponsorship Business Drivers
Customers expect
ubiquitous and real-time
engagements
Mobile devices are key
enablers of customer
engagement
Mobile data spend
inhibits customer
engagement strategies
Enterprises flexibly
sponsor mobile data
spend to drive customer
engagement
Copyright © 2016 Salesforce. All rights Reserved.

7. Copyright © 2016 Salesforce. All rights Reserved.
Mobile Customers Enterprises Sponsoring Mobile Data
Communications
Service
Providers
Mobile Data Sponsorship
​ Overview
CSP
Sponsored Events & Services
Traditional Data Usage
0.91 GB
Remaining
18 days
2.92 GB
Sponsored
DataDevices
CUSTOMER
Data Plan
5GB/Mo
Mobile
Wallet
Sharing Entertainment KnowledgeSocial
OTTSupport Offers Promos
IoTApps Cloud Ads
Enterprise
Mobile
Wallet
2 TB
Campaign
A
2 TB
Campaign
B
1 TB
Campaign
C

8. Mobile Data Sponsorship
​ TM Forum Catalyst Project
MOBILE DATA SPONSORSHIP
​ Mobile data sponsorship
enables enterprises to give
customers free access to
specific content and
services on their devices
SOLUTION DESCRIPTION
• E2E data sponsorship solution on
Salesforce Communications Ecosystem
• Concept-to-cash process support with
critical components (BSS to consumer
app) pre-integrated
• Open API and standard for brokering
data sponsorship events
• Pluggable into B2B2C business model
OPPORTUNITIES
Ø New opportunities:
Marketing, Community, Analytics Cloud
Ø Expansion opportunities:
Sales and Service Clouds
Ø Long-term opportunity: IoT Cloud
v B2B2C sponsored data brokerage platform
(e.g., SFDC deployed by operators to
provide concept-to-launch sponsored data
offers and settlement capabilities
v Innovative positioning of SFDC in B2C/
B2B2C
v Showcasing Salesforce communications
ecosystem solution
v Thought/innovation leadership exhibition
PARTNERS
Lead:
Salesforce
CSP Sponsor:
Orange Group
ISV Partners
CloudSense, Sigma, Comptel, DataMi
CUSTOMER PARTICIPANTS
Contact: Mustafa Oyumi
​ Director Product Management Communications
​ Salesforce Industries
​ moyumi@salesforce.com
​ +1 415 823 6419
SALESFORCE PLATFORM OF ENGAGEMENT
ChargingOffers SponsorshipOrdersINNOVATION
ECOSYSTEM
SALESFORCE PLATFORM OF ENGAGEMENT
ENABLING DATA SPONSORSHIP VALUE CHAIN
Low cost access to data services and premium content
New revenue
streams and
higher network
utilization
Increased brand
visibility, offer
uptake and
profitability
CUSTOMERS
SERVICE
PROVIDERS
ENTERPRISES

9. MOBILE DATA SPONSORSHIP VALUE CHAIN
SALESFORCE PLATFORM OF ENGAGEMENT
ChargingOffers
Sponsorshi
pOrdersINNOVATION
ECOSYSTEM
SALESFORCE PLATFORM OF ENGAGEMENT
ENABLING DATA SPONSORSHIP VALUE CHAIN
Low cost access to data services and premium content
CUSTOMERS
SERVICE
PROVIDERS
ENTERPRISES
New revenue
streams and
higher network
utilization
Increased brand
visibility, offer
uptake and
profitability
CALL TO ACTION
• Learn more about the innovation and the
business cases (click here).
• Contribute to the initiative
• Invite customers in any industry (e.g., Media,
Financial Services, Retail, Healthcare etc.) to
participate in the data sponsorship catalyst
initiative as customer sponsors.
• Invite customers to select from various
participation options:
• High-level concept validation (only requirement
for participation)
• “No-obligation” internal concept trial
• Contribution of business and technical use cases
• Presence at TM Forum Live!
• Participation in joint-marketing activities
Mobile Data Sponsorship
​ TM Forum Catalyst Project
Copyright © 2016 Salesforce. All rights Reserved.

10. COMPTEL
ONLINE CHARGING
POLICY MANAGEMENT
BALANCE MANAGEMENT
MEDIATION DATA
ANALYTICS
COMPTEL.COM
DATAMI
DATA SPONSORSHIP
CAMPAIGNS
SPONSORED DATA SESSION
MANAGEMENT
INTEGRATION TO MOBILE
NETWORKS
DATAMI.COM
SALESFORCE
CUSTOMER ENGAGEMENT
DATA SPONSORSHIP
ENABLEMENT PLATFORM
INTEGRATION APIS
SALESFORCE.COM
CLOUDSENSE
E-COMMERCE
CPQ
CUSTOMER ORDER
MANAGEMENT
CLOUDSENSE.COM
SIGMA SYSTEMS
ENTERPRISE PRODUCT
CATALOG
ORDER MANAGEMENT
SIGMA-SYSTEMS.COM
ORANGE
GLOBAL COMMUNICATIONS
SERVICE PROVIDER
PROVIDING INNOVATIVE
SOLUTIONS TO
CONSUMERS, ENTERPRISES
AND PARTNERS
ORANGE.COM
SALESFORCE PARTNERSMOBILE DATA SPONSORSHIP
Copyright © 2016 Salesforce. All rights Reserved.

11. Business Case

12. Meeting Customer Expectations
Copyright © 2016 Salesforce. All rights Reserved.
​ Success Strategy: Proactive Engagement with Customers
CUSTOMER EXPECTATIONS
KNOW ME
ADAPT TO MY
SITUATION
GIVE ME
CONTROL
MATCH MY
LIFESTYLE
SIMPLIFY
Mobile Experience
Communities
Analytics
Personalization
Customer Centric Innovation

13. Engaging Customers on Mobile Devices
​ Solution
Copyright © 2016 Salesforce. All rights Reserved.
Engaging Customers
1 to 1 EverywhereReal-time
Self-service Advertising
Offers & Micro
Purchases
Trouble Resolution
Video Chat
Promotional Content
& RewardsOrders
Solution
10001000101001Data010101101010101
Valued Commodity
Mobile
Device
Usage
Mobile
Data
Usage
Mobile
CX
Social
​ Customers Prefer and Respond to
Engagements on Mobile Devices

14. Mobile Devices
​ The Most Effective Means of Engaging Customers
Copyright © 2016 Salesforce. All rights Reserved.
Information
& Browsing
23%
Gaming &
Multimedia
32%
Commerce
&
Transportati
on
22%
Social
Networking
12%
Other
11%
150
Avg. number of
times a phone is
checked
2
Avg. number of
hours spend on the
mobile phone daily
50
Percentage of OTT
multimedia growth
on mobile devices
74
Percentage of
people in the US
preferring to buy a
$50+ item using the
mobile device
90
Percentage of all
purchases subject
to social influence
5
4
1
2
3
​ Sources:
• NCTA 2015
• InfoGraphic 2015
• IDC 2015
• KPCB Internet Trends 2015
• Social Annex 2015
1
2
3
4
5​ Mobile Device Usage Trend

15. Engaging Customers on Mobile Devices
​ Challenges
Copyright © 2016 Salesforce. All rights Reserved.
Personalize
Sponsor
• Offers
• Engagements
• Experiences
• Connectivity
• Content
• Events
• Proactively
• Contextually
• Real-time
Engage
​ Sponsoring Mobile Data Spend on
Personalized Customer Engagements
Challenges
Limited
Capacity
Content
Density
Customer
Awareness
Data Usage
Inhibitors
!

16. Business Case Summary
Customers expect
ubiquitous and real-time
engagements
Mobile devices are key
enablers of customer
engagement
Mobile data spend
inhibits customer
engagement strategies
Enterprises flexibly
sponsor mobile data
spend to drive customer
engagement

17. Solution:
Mobile Data Sponsorship for Customer Engagements

18. Mobile Data Sponsorship
ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain
Business
Support Systems
Copyright © 2016 Salesforce. All rights Reserved.
Platform of
Engagement
ChargingOffers SponsorshipOrdersPersonalization
Customer
Experience
Innovation
Ecosystem
Partners Self ServiceConsumers Field Service SocialWebMobileCommunitiesRetail Call CenterBusiness
Mobile Experience
Communities
Analytics
Personalization
Customer Centric Innovation
Enterprise
​ A Catalyst for Customer Engagement

19. Mobile Data Sponsorship
ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain
Business
Support Systems
Copyright © 2016 Salesforce. All rights Reserved.
Platform of
Engagement
Innovation
Ecosystem Mobile Data Sponsorship
PartnersSelf ServiceService CommunitiesSales Call Center Promotion Notifications ContentApps
Operator B
Operator C
Operator A
Enterprise
​ Disrupting the Value Chain

20. Mobile Data Sponsorship Catalyst Solution
ReceivablesFulfillment FinancialsBilling Revenue Assurance Supply Chain
Business
Support Systems
Copyright © 2016 Salesforce. All rights Reserved.
Salesforce
Platform of
Engagement PartnersSelf ServiceService CommunitiesSales Call Center Promotion Notifications ContentApps
Comptel
Data Intelligence &
Charging
Operator B
Operator C
Operator A
Enterprise
​ Salesforce Collaboration with Customers and Partners
Sigma
Product Catalog &
Provisioning
CloudSense
E-Commerce, CPQ & Order
Capture
DataMi
Mobile Data Management
& Sponsorship Campaigns
Innovation
Ecosystem

21. SALESFORCE FOR COMMUNICATIONS ECOSYSTEM CAPABILITY MAP
SALESFORCE CAPABILITY PARTNER CAPABILITYPARTNER CAPABILITY BUILT ON SALESFORCE
BUSINESS
FUNCTIONS
BUSINESS
PROCESSES
SALESFORCEECOSYSTEMSOLUTION
PRODUCTS &
SERVICES
MARKETING
CAMPAIGNS FIELD SERVICE RESOURCES
BILLING &
FINANCIALSSALES CUSTOMERS CHARGINGCUSTOMER CAREORDERS CONTRACTS
SERVICE ORDER MANAGEMENT NETWORK AND SERVICE INVENTORY
INTEGRATION
[API, COMMUNICATION, DEVELOPMENT ENVIRONMENT]
CONTACT CENTER WEB MOBILE CHANNEL PARTNERS SOCIALRETAIL
SERVICE
CATALOG
CENTRAL ORDER MANAGEMENT CONTRACT MANAGEMENT
BUSINESSINTELLIGENCE
ENTERPRISE
PRODUCT
CATALOG
ORDER CAPTURECPQ
CUSTOMER
CARE
CHARGING
BALANCES
PAYMENTS
BILLING
INVOICING
COLLECTIONS
E-COMMERCE
WORKFORCE
MANAGEMENT
SERVICE
MARKETING
SALES
KNOWLEDGE
MANAGEMENT
CUSTOMER
MANAGEMENT
PARTNER
MANAGEMENT
CONCEPT QUOTE ORDER CASH CARE
ANALYTICS
ANALYTICS
Salesforce Communications Ecosystem Solution
Copyright © 2016 Salesforce. All rights Reserved.
​ E2E Capability Map

22. Salesforce Communications Ecosystem Solution
Copyright © 2016 Salesforce. All rights Reserved.
​ Capabilities Leveraged in Mobile Data Sponsorship Catalyst Solution
SALESFORCE FOR COMMUNICATIONS ECOSYSTEM CAPABILITY MAP
SALESFORCE CAPABILITY PARTNER CAPABILITYPARTNER CAPABILITY BUILT ON SALESFORCE
BUSINESS
FUNCTIONS
BUSINESS
PROCESSES
SALESFORCEECOSYSTEMSOLUTION
PRODUCTS &
SERVICES
MARKETING
CAMPAIGNS
FIELD
SERVICE
RESOURCES
BILLING &
FINANCIALS
SALES CUSTOMERS CHARGINGCUSTOMER CAREORDERS CONTRACTS
SERVICE ORDER MANAGEMENT NETWORK AND SERVICE INVENTORY
INTEGRATION
[API, COMMUNICATION, DEVELOPMENT ENVIRONMENT]
CONTACT CENTER WEB MOBILE CHANNEL PARTNERS SOCIALRETAIL
SERVICE
CATALOG
COMMERCIAL ORDER MANAGEMENT CONTRACT MANAGEMENT
BUSINESSINTELLIGENCE
ENTERPRISE
PRODUCT
CATALOG
ORDER CAPTURECPQ
CUSTOMER
CARE
CHARGING
BALANCES
PAYMENTS
BILLING
INVOICING
COLLECTIONS
E-COMMERCE
WORKFORCE
MANAGEMENT
SERVICE
MARKETING
SALES
KNOWLEDGE
MANAGEMENT
CUSTOMER
MANAGEMENT
PARTNER
MANAGEMENT
CONCEPT QUOTE ORDER CASH CARE
ANALYTICS
ANALYTICS
NOT IN CATALYST SCOPE

23. Solution Architecture Overview
​ Multi-sided Business Model
COMPTEL DATAMI
OFFERS
OFFERS
SIGMA
SIGMA
PROVISION PROVISION
SALESFORCE
CUSTOMER ENAGEMENT PLATFORM
MOBILE OPERATORS
WHOLESALE OFFERS RETAIL OFFERS
Enterprises Customers
CLOUDSENSE
B2B
ORDER
CAPTURE
B2C
ORDER
CAPTURE
SPONSORED DATA OFFERS SPONSORED DATA USAGE

24. SIGMA
COMPTEL
CLOUDSENSE
SALESFORCE
DATAMI
OFFER
PRESENTATION
ORDER
CAPTURE
DATA SPONSORSHIP
CAMPAIGNS
SPONSORED DATA
USAGE
OFFER
DESIGN
Commercial Offers
1. Consumer Data Offers
2. Enterprise Data
Sponsorship Offers
3. Data Sponsorship Offers
Product Configuration
1. Product Catalog Sync
2. B2B Product
Configuration
3. Eligibility, Compatibility
Tariff Plans
1. Usage Rate Plans
2. Product Catalog Sync
Sponsorship Campaigns
1. Campaign Definition
2. Product Catalog Sync
Sales & Marketing
1. Campaign Definition
Commercial Offers
1. Mobile E-Commerce
(B2C)
2. CPQ (B2B)
Commercial Offers
1. Salesforce 1 (B2B)
2. Mobile Self-care
Order Management
1. Mobile E-Commerce
(B2C)
2. CPQ (B2B)
3. Provisioning
Order Management
1. Salesforce 1 (B2B)
2. Mobile Self-care
Sales & Marketing
1. Campaign Definition
Sales & Marketing
1. Product Configuration
2. Allocation of data to
various sponsorship
campaigns
Charging
1. Usage Event Collection
2. Charging & Adjustments
3. Balance Management
4. Usage Analytics
Customer Care
1. Salesforce 1 (B2B)
2. Mobile Self-care
Order Management
1. Customer provisioning
2. Enterprise provisioning
Order Management
1. Customer provisioning
2. Enterprise provisioning
Enterprise Campaigns
1. Campaign Definition
Usage Event
1. Usage Event Generation
Process Flow

25. ​ Usage Flow
Solution Architecture Overview: Sponsored Data Usage
Mobile operators sell wholesale data
packages to enterprise customers
Enterprises use data to sponsor
engagements (orders, care,
promotions etc.) with customers
Customers do not pay for data used
to engage with the enterprise
Sponsored data sessions tagged,
measured and sent to operators
Customers
Enterprises
Usage Aggregation
Usage Aggregation
Operator A
Operator B
Operator C

26. Copyright © 2016 Salesforce. All rights Reserved.
Mobile Data Sponsorship Solution
​ A complete plugin into the communications wholesale business architecture
Communications Service Provider
v
Voice Data TV Internet Consumer Enterprise Prepaid Postpaid Partners VAS1…
VASn
PSTN
Internet
MSC
SGSN GGSN/PDN
MSC
3G
MME PGW
LTE
SGW
TV
FIXED
INTERNET
IMS
Business & Operations Support Systems
Policy Mediation
OCS OFCS
Billing Settlement
Order Management
Catalog
Customer Engagement
Enterprise API
Enterprise
Mobile App
Mobile Data
Sponsorship
Campaign Manager
Data Sponsorship
Mobile App Plug-in
Mobile Data
Sponsorship
Application SDK
Mobile Data
Sponsorship Event
Transaction
Records
EnterpriseCustomers
Mobile Data
Sponsorship
Management
One-time
Customization
Design-time
Configuration

27. Copyright © 2016 Salesforce. All rights Reserved.
Devices
Launch Mobile
App
Yes
No
Initiate Activity Complete Activity
Send Data Usage
Record to
Customer’s Mobile
Service Provider
Profile
Exists
Users
Charge Enterprise
for Data Usage
Event
Track Data Usage
Retrieve
Sponsorship
Campaign Details
Generate
Sponsorship Event
Record
Customer
Responsible for
Data Usage
Customer
Activity Record
Mobile Data Sponsorship Solution
​ Sponsored Data Usage Process Flow

28. Use Cases

29. Copyright © 2016 Salesforce. All rights Reserved.
Use Case 1: Enterprise-internal Sponsorship
​ B2E Mobile Data Sponsorship
Marketing
Sales
ServiceAnalytics
Community
Apps
IoT
Business
Consumers
M2M
Enterprise
Operator A Operator B
v Use Case 1:
• Business to employee mobile
data sponsorship
v Data Spend
• Salesforce Clouds
v Users:
• Enterprise Salesforce users
v Scenario:
• All mobile interactions with
Salesforce Clouds are sponsored
by the Enterprise
• User are do not spend personal
data on Salesforce activities for
business using mobile devices
• Activities include: sales,
customer service, case
resolutions, engagements (e.g.,
video chat, screen sharing, co-
browsing etc.)

30. Copyright © 2016 Salesforce. All rights Reserved.
Employees
Mobile Data Sponsorship Solution
​ B2E Process Flow (Using Salesforce)
Devices
Launch Mobile
App
Yes
No
Complete Activity
Send Data Usage
Record to
Customer’s Mobile
Service Provider
Profile
Exists
Charge Enterprise
for Data Usage
Event
Generate
Sponsorship Event
Record
Customer
Responsible for
Data Usage
Customer
Activity RecordSalesforce 1
Retrieve
Sponsorship
Campaign Details
Track Data Usage
Initiate Activity
Embedded Function within Mobile AppCustomer Interaction with Mobile App Mobile Service Provider Actions
MarketingServiceSalesAnalyticsCommunity

31. Copyright © 2016 Salesforce. All rights Reserved.
Use Case 2: Sponsoring Special Engagements
​ B2E + B2C Engagements with Salesforce
v Use Case 2:
• Enterprise Applications Usage
v Applications
• Salesforce Clouds
v Users:
• Customers
v Scenario:
• All mobile interactions with
Salesforce Clouds by customers
are sponsored by the Enterprise
• Customers do not spend
personal data on Salesforce
activities using mobile devices
• Activities include: sales,
customer service, case
resolutions, engagements (e.g.,
video chat, screen sharing, co-
browsing etc.)Operator A Operator B
Operator C
Operator D
Enterprise
Marketing
Sales
ServiceAnalytics
Community
Apps
IoT
Operator C
Operator D
BusinessConsumersM2M

32. Copyright © 2016 Salesforce. All rights Reserved.
Mobile Data Sponsorship Solution
​ B2E + B2C Process Flow (Engagement with Salesforce)
Salesforce 1
Enterprise
Mobile App
Devices
Launch Mobile
App
MarketingServiceSalesAnalyticsCommunity
MarketingServiceSalesAnalyticsCommunity
Initiate Activity Complete Activity
Yes
No
Send Data Usage
Record to
Customer’s Mobile
Service Provider
Profile
Exists
Charge Enterprise
for Data Usage
Event
Generate
Sponsorship Event
Record
Customer
Responsible for
Data Usage
Customer
Activity Record
Retrieve
Sponsorship
Campaign Details
Track Data Usage
Customers
Employees

33. Copyright © 2016 Salesforce. All rights Reserved.
Use Case 3: Sponsoring ANY Engagement
​ Engagements, Promotions & Marketing
v Use Case 3:
• Engagements, Promotions &
Marketing
v Applications
• Offers, Content, MMS,
Notifications etc.
v Users:
• Customers
v Scenarios:
• Promotional video (e.g., movie
preview)
• Try-before-you-buy
• Content subscription
• High-touch sales process
support
• Gifts
• Surveys
• Notifications
Operator A Operator B
Operator C
Operator D
Enterprise
Operator C
Operator D
PartnersSelf ServiceService CommunitiesSales Call Center Promotion Notifications ContentApps
BusinessConsumers

34. Copyright © 2016 Salesforce. All rights Reserved.
Mobile Data Sponsorship Solution
​ B2E + B2C General Process Flow
Salesforce 1
Enterprise
Mobile App
Devices
Launch Mobile
App
MarketingServiceSalesAnalyticsCommunity
MarketingServiceSalesAnalyticsCommunity
Initiate Activity Complete Activity
Yes
No
Send Data Usage
Record to
Customer’s Mobile
Service Provider
Profile
Exists
Charge Enterprise
for Data Usage
Event
Generate
Sponsorship Event
Record
Customer
Responsible for
Data Usage
Customer
Activity Record
Retrieve
Sponsorship
Campaign Details
Track Data Usage
Customers
Employees
SupportContentAdsOffersSales

35. Process Flows

36. MOBILE CARRIERS
• Provides business
services (entertainment,
financial services, M2M
etc.) to consumers
• Purchases wholesale
data from CSPs to
sponsor specific
engagements with
consumers
• Subscribes to mobile
services (voice, data, VAS,
etc.) from CSPs
• Enjoys services, premium
content and
engagements with
enterprises without using
personal subscription
data
ENTERPRISE CONSUMERS
• Provide mobile services
(data, voice, VAS etc.) to
enterprise and retail
customers
• Sells wholesale data
packages to enterprise
customers for specific
customer engagements
Actors

37. Enterprise Apps
​ CLOUDSENSE​ SIGMA ​ COMPTEL​ SALESFORCE ​ DATAMI
MARKETING
SALES
SERVICE
COMMUNITY
ANALYTICS
CLOUDS
USER/CUSTOMER
EXPERIENCE
BUSINESS
FUNCTIONS
PLATFROM
CLOUD
INFRASTRUCTURE
SALESFORCE 1
MOBILE APP
AGENT DESKTOP
SERVICE CONSOLE
ENTERPRISE
PRODUCT
CATALOG
COMMERCIAL
OFFER DESIGN &
PUBLISHING
(Exposed in SFDC)
ECOMMERCE
CPQ
(Exposed in SFDC)
CHARGING
SETTLEMENTS
INTELLIGENT
DATA
MEDIATION
ECOMMERCE
CPQ
ORDER
MANAGEMENT
SPONSORSHIP
CAMPAIGNS
DESIGN AND
MANAGEMENT
CLOUD
INFRASTRUCTURE
CLOUD
INFRASTRUCTURE
CLOUD
INFRASTRUCTURE
CLOUD
INFRASTRUCTURE
SPONSORED DATA
EVENTS
MANAGEMENT
EMBEDED SDK
NOTIFICATIONS
ANALYTICS
USAGE EVENST
(Exposed in SFDC)

38. Customer Apps
​ ENTERPRISE
SPONSORED DATA OFFERS
Web
Sponsorship
Campaign
Design and
Configuration
​ MOBILE CARRIERS
ENTERPRISECONSUMER
Mobile
eCommerce
Device Purchase
Mobile Plan
Subscription
Self-care
Web/
Mobile
eCommerce
Mobile Plan
Subscription
Self-care
CloudSense CPQ
Mobile App
Mobile
Sponsored Data
Events
Enterprise Activities
DataMi App
+ SDK
Salesforce 1
DataMi Portal
Not In Scope

39. Offers
​ ENTERPRISE
SPONSORED DATA OFFERS
Campaigns
Try Before You Buy
Promotions
Ads
Services
OTT
M2M
Customer Care
Content
VOD
Premium Content
Other
​ MOBILE CARRIERS
ENTERPRISE OFFERSRETAIL OFFERS
Devices
Make
Model
Color
Storage
Accessories
Data
2/5/10 GB
Unlimited
Text
Voice
Unlimited
VAS
Content
OTT
…
• Device Purchase Fee
• Subscription Bundles
• Monthly Subscription Fee
• Included Data, Voice & Text
• Data Overage Charges
• Wholesale Data Subscription
Bundles
• Included Data
• Data Overage Charges
Data
5/10/50 TB
*
* Optional Demo Feature

40. Consumer Offer Configuration
​ CLOUDSENSE​ SIGMA
Step1Step2Step3
​ COMPTEL ​ SALESFORCE
MRC
NRC
Quotas
Consumer
Offer
Packages
Product
Catalog
Compatibility
Eligibility
Bundling
Discounts
A
B
-
B
C
-
B

41. Enterprise Offer Configuration
​ CLOUDSENSE​ SIGMA
Step1Step2Step3
​ COMPTEL ​ SALESFORCE
MRC
NRC
Quotas
Consumer
Offer
Packages
Product
Catalog
Compatibility
Eligibility
Bundling
Discounts
A
B
-
B
C
-
B

42. Sponsorship Offer Configuration (EPC-Driven)
​ DataMi
Step1Step2Step3
​ COMPTEL ​ SALESFORCE
Sponsored
Data
Offers
Sponsored
Data
Tariff Plans
Product
Catalog
Manual Coordination of
Usage Rate Plans for the
Purpose of the Demo

43. Sponsorship Offer Configuration (EPC-Driven)
​ SIGMA​ DataMi
Step1Step2Step3
​ COMPTEL ​ SALESFORCE
Sponsored
Data
Offers
Sponsored
Data
Tariff Plans
Product
Catalog
Sponsored
Data
Offers
NOT IN SCOPE FOR PHASE 1

44. Ordering Process Summary
​ ENTERPRISE​ MOBILE CARRIERS ​ CONSUMERS
Enterprise
Wholesale
Data Offers
Purchased
Packages
Sponsored
Data Usage
Sponsored
Data Offers
Purchased
Bundles
Consumer
Retail
Offers
Step1Step2Step3

45. Consumer Ordering Flow
​ CLOUDSENSE
Step1Step2Step3
​ SALESFORCE ​ COMPTEL
Order
Capture
Order
Management
Create
CustomerB
B’
Notification
C
Consumer
eCommerce Mobile
App
A

46. Enterprise Ordering Flow
​ CLOUDSENSE
Step1Step2Step3
​ SALESFORCE ​ COMPTEL
Notification
C
CloudSense Desktop App
And/or
App on a Tablet
Order
Capture
Order
Management
Create
CustomerB
A

47. Consumer Usage Activities
​ SALESFORCE​ DATAMI
Step1Step2Step3
​ CUSTOMER ​ COMPTEL
Uses App
Content
Support
Etc.
Usage
Validated &
Recorded
Retrieves
Events
Charges
Settles
Queries Usage Records
Validation
Fails
Notifies
Customer
E
A
B
C
D

48. Enterprise Usage Activities
​ SALESFORCE​ DATAMI
Step1Step2Step3
​ ENTERPRISE ​ COMPTEL
Sponsorship
Event
Records
Uses App
Salesforce 1
Or
Desktop
Queries Usage Records
Retrieve
Event
Records
A
B
C

49. Offers

50. MOBILE CARRIERS
• Provides business
services (entertainment,
financial services, M2M
etc.) to consumers
• Purchases wholesale
data from CSPs to
sponsor specific
engagements with
consumers
• Subscribes to mobile
services (voice, data, VAS,
etc.) from CSPs
• Enjoys services, premium
content and
engagements with
enterprises without using
personal subscription
data
ENTERPRISE CONSUMERS
• Provide mobile services
(data, voice, VAS etc.) to
enterprise and retail
customers
• Sells wholesale data
packages to enterprise
customers for specific
customer engagements
Actors

51. Customer Offer
Sponsored Data Catalyst
​ Enterprise Data Offers
OFFERS
Brokerage Model
Single eCommerce /
CPQ platform selling
packages for multiple
operators
AT&T
• 1 TB/5 TB/10 TB/
50 TB / 100 TB
packages
• 5000.-/20 000.-/35
000.-/100 000.-/
180 000/Mo
O2
• 1 TB/5 TB/10 TB/
50 TB / 100 TB
packages
• 5000.-/20 000.-/35
000.-/100 000.-/
180 000/Mo
ORANGE
• 1 TB/5 TB/10 TB/
50 TB / 100 TB
packages
• 5000.-/20 000.-/35
000.-/100 000.-/
180 000/Mo
DTAG
• 1 TB/5 TB/10 TB/
50 TB / 100 TB
packages
• 5000.-/20 000.-/35
000.-/100 000.-/
180 000/Mo
Enterprise
Sponsored
Data Offers
Mobile Operators
Selling Wholesale Data
Packages to Enterprises
for Data Sponsorship
DTAG
Orange
O2 AT&T
Mobile Operators

52. Options & Accessories
Sponsored Data Catalyst
​ Consumer Mobile Communications Offers
OFFERS
Add 0.00 for 16 GB
Add 50.00 for 32 GB
Add 100.00 64/128 GB
Core Services:
Data, Voice & Text
EXTRAS
Customers may add on
services, options
accessories and
discounts
iPHONE
6
6S
6S Plus
TABLETS
iPad Pro
iPad
Galaxy Tab
SAMSUNG
Galaxy S7
G S7 Edge
GJ1
COLOR
Gold
Silver
While
Black
COLOR
Silver
While
Black
COLOR
Silver
While
Black
STORAGE
32GB
64GB
128GB
STORAGE
16GB
32GB
64GB
STORAGE
16GB
32GB
64GG
PRICE
599.-
699.-
799.-
PRICE
499.-
699.-
159.-
PRICE
999.-
599.-
499.-
SERVICES
PREPAID BUNDLES
400 Min/4GB
50.00
Top-up
100 Min / 1GB
15.00
POSTPAID BUNDLES
5GB/Unlimited
Voice & Text
50.00
Data Overage
0.25/MB
SHARING
Same as Postpaid
bundle
0.00 First Line
15.00 2nd Lines
10.00 Additional
Lines
CONTRACT
Term
2 years
Device Credit
250.00
Early Termination
350.00
Consumer
Prepaid
Postpaid
DISCOUNTS
• 25%
discount
on video
service
• 10%
discount
on content
service
• 20%
discount
on select
extras
SERVICES
• Video
(OTT)
25.-/Mo
• Content
(Games,
Apps,
Music,
Movies)
30.-/Mo
OPTIONS
• Facebook
Package
6.-/Mo
• QoS 10
Mbs for
Video
Service
10.-/Mo
• Cases
25.-
• SD Card
30.-
• Earphone
– 50.-
• Data
Dongle
60.-
DEVICES

53. 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.