Salesforce Service Cloud, Salesforce Chatter and Salesforce Platform powered the campaign\u2019s constituent correspondence, contact center, battleground state budget management and surrogate event management operations
Salesforce massively scaled for hundreds of campaign workers and volunteers to handle 5.7 million voter inquiries and 1.5 million voter contact records, also successfully managed Election Day spike of 80,000 inquiries
SAN FRANCISCO \u2013 December 10, 2012 — Salesforce.com [NYSE: CRM], the enterprise cloud computing (http:\/\/www.salesforce.com\/cloudcomputing\/) company, today announced that Obama for America\u2019s winning 2012 presidential campaign tapped Salesforce for many functions central to its 2012 operations. With the Salesforce Service Cloud, Salesforce Chatter and Salesforce Platform, President Barack Obama\u2019s successful campaign powered its constituent correspondence, contact center, battleground state budget management and surrogate event management functions. Hundreds of campaign workers and volunteers took advantage of the flexibility and massive scalability of salesforce.com\u2019s cloud computing platform to manage and respond to 5.7 million voter inquiries and 1.5 million voter contact records over a span of 13 months, including an enormous Election Day spike of 80,000 inquiries in a single day.
Comments on the News:
? \u201cKey to the campaign\u2019s success was a technology platform that allowed us to engage with constituents and make data-driven decisions in real time,\u201d said Michael Slaby, chief information and innovation officer, Obama for America. \u201cIn addition, Salesforce massively scaled to meet our real-time engagement and decision-making needs.\u201d
? \u201cThe Obama campaign represented as talented a group of technology innovators working together that has ever been assembled,\u201d said Vivek Kundra, executive vice president, emerging markets, salesforce.com. \u201cWe\u2019re honored they chose salesforce.com\u2019s social and mobile cloud technologies to deliver so many different solutions that were central to the first campaign built for the social era.\u201d
Salesforce Massively Scales and Helps the Obama Campaign Win
The Obama team needed to rapidly deploy a solution that would massively scale without purchasing or maintaining costly software, hardware or infrastructure. Speed, scale and cost were key factors in its decision to choose the enterprise cloud leader, salesforce.com. Salesforce.com\u2019s social, mobile and cloud technologies powered these mission-critical functions of the President\u2019s winning campaign:
\u2022 Constituent Correspondence: The campaign turned to the Service Cloud to manage 5.7 million voter inquiries over a period of just 13 months, averaging more than 14,000 inquiries per day and peaking at 80,000 inquiries in a single day on Election Day.
o The campaign deployed the Service Cloud to manage millions of incoming pieces of correspondence via email and the Web that were then classified, tagged and organized according to the interests, needs, or requests of the correspondents, who contacted the campaign about polling locations, the President\u2019s policy positions, donations, and hundreds of other topics.
o Hundreds of volunteers were given access to the app via the Salesforce Platform\u2019s field-level security, where they reviewed each inquiry and tagged those requiring resolution.
o Stories about how the President\u2019s policies had personally affected constituents were submitted into Salesforce. Automated workflow allowed staff to nominate promising stories for further promotion. One story submitted online was highlighted in President Obama\u2019s speech at the Democratic National Convention.
\u2022 Contact Center: The Obama campaign selected the Service Cloud to power its contact center because it needed to move with tremendous speed, getting hundreds of volunteers instantly ramped up as the campaign\u2019s primary contact center agents. Volunteers from around the country logged into the Service Cloud and, using VoIP technology, became instant contact center agents able to respond to millions of voters from across the country. Deploying the Service Cloud\u2019s visual workflow and call scripting features, the Obama campaign enabled its volunteers to resolve inquiries quickly.
\u2022 State Campaigns Budget Management: Distributing scarce resources among the 50 states is critical in any campaign. A custom app built on the Salesforce Platform tracked \u201ccommitted\u201d and \u201cactual\u201d budget data from the states in real time, allowing state directors to maximize resources coming from the campaign and powering dashboards at campaign headquarters that allowed the finance team to make more strategic spending decisions. All of the collaboration in this app was powered by Salesforce Chatter, the #1 enterprise social network and the standard for how businesses and organizations collaborate. Chatter\u2019s social networking features such as profiles, real-time feeds and trending topics combined with the information and processes in Salesforce helped the Obama campaign collaborate around information in the budgeting app and make vital decisions more quickly.
\u2022 Surrogate Engagement and Event Management: Among the more difficult tasks for a presidential campaign is managing speaking requests and tracking appearances of thousands of individuals who serve as official campaign surrogates. More than 4,000 individuals requested to speak on behalf of the President\u2019s campaign during the 2012 election and the list included everyone from grassroots Democratic Party activists to some of America\u2019s most well-known celebrities from business, entertainment and politics. To successfully manage this daunting task, the Obama campaign developed another custom app on the Salesforce Platform. Using custom objects, the campaign designed an app that managed the vetting process for thousands of potential surrogates and tracked their appearances and created itineraries for more than 7,000 events across the country.
Businesses and Government Agencies Trust Salesforce to Build Their Social Front Office
More than 100,000 companies and government agencies including Burberry, GE Capital and the Texas Department of Information Resources have successfully deployed Salesforce technologies to connect with their customers, constituents, partners and employees in entirely new ways. This success extends to the public sector, where leading innovators across the U.S. federal government, as well as state and local governments in more than 90 percent of states, are using salesforce.com to transform government for the social era.
A worldwide social revolution is taking place today. There are more than 4.5 billion social network users across the globe, and they are having more than 150 million conversations every day on Facebook, Twitter, LinkedIn and more. But the social revolution is no longer just a consumer movement, it is creating a customer revolution for every business and government agency. Salesforce.com\u2019s transformational cloud, social and mobile technologies are enabling businesses and government agencies to build their complete social front office. With six product lines — Sales Cloud, Service Cloud, Marketing Cloud, Salesforce Chatter, Work.com, and the Salesforce Platform — salesforce.com customers have the tools to unlock greater levels of productivity and growth between themselves and their customers and constituents.
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? Click to Tweet: How did @BarackObama\u2019s tech dream team power key functions of the winning 2012 campaign? With @Salesforce. More: http:\/\/bit.ly\/VD5W2b
Additional Resources:
? Like salesforce.com on Facebook: http:\/\/facebook.com\/salesforce
? Check out salesforce.com\u2019s blog post about Obama for America\u2019s success with Salesforce: http:\/\/blogs.salesforce.com\/company\/2012\/12\/campaigning-in-the-cloud.html
? View demos of Salesforce and more at http:\/\/youtube.com\/salesforce<\/p>","protected":false},"excerpt":{"rendered":"
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