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Why we built ExAM (our Salesforce.com based Facilities Operations & Security application)

This is the story of how we got involved in developing the ExAM application for Salesforce and the problems it solves for facilities managers, security personnel and executives. Below is a transcription of the above video:

Yesterday’s Salesforce event at the Mandarin in DC got me excited to talk about Salesforce but I also wanted to talk a little bit what got us engaged in working with Salesforce. A few years back we were faced with a really difficult problem to solve. We had a client that had facilities all over the United States that had to be maintained, managed, and assessed for security. Unfortunately, the cost to fly to all those places, put staff on the ground, and get it all done in the time that was allocated was just not going to be feasible in the long term. So we started working with them and the first thing that we did was help them do a better job of capturing the data. We then helped them standardize it, looked at best practices around facilities management and security assessments, looked at the various guidelines that were out there within federal and commercial best practice, and began to develop an assessment that would enable them to understand how each of those facilities was being protected ad secured.

The next step was to figure out how to get the information to the right people. We had already figured out how we want to get the data in and we understand the information that we need to make decisions about physical security across these 200 facilities nationwide. Now we need to figure out how do we get it out to these people? How do we ensure that everyone has the access that they need, that they are able to do reporting across all of the facilities but yet still be able to understand their security posture on a facility by facility basis? So what we did was go out to the marketplace and we found Salesforce and salesforece.com. We realized this was really an incredible solution for the problem that we had. It enabled us, through a secure web interface, to deliver all over the United States. It allowed us to rapidly build value for the client because we were able to, in 90 days develop an enterprise application. Something that previously with the similar requirements had taken almost a year to develop. So it was just a very exciting discovery and we didn’t have to give up anything.

We were still able provide it to them in the exact look and feel that they wanted. It looked like the rest of their organization’s user interface. There wasn’t anything that they really had sacrificed to get there. Now they had this really incredible ability to understand their facilities nationwide in a way that they never had before whether it was looking at a map and understanding scoring at any particular school or just being able to glance at a map and see regular green and ask how am I doing and focus in there. It’s just a very easy way to accomplish that.

We were also able to tie in all that best practices and manage all the documentation that goes into one of these types of engagements. There’s always the why and not just why but how do I work with other people, so collaboration and understanding what other people are doing was also important. This tool gave us the ability to have teams be able to follow each other and understand that even if they weren’t geographically connected, you could understand what somebody else was working on. If they made a change to their assessment of a facility, added pictures, documents, or anything changed in their report, we were able to know about it. It was really groundbreaking when you think about it.

It wasn’t just us delivering a solution, it was us empowering those users to build reports for themselves and for them to be able to do their own mining of the data. You come in and you begin to understand this platform and yea, there’s some effort that goes into getting the information in and understanding what information you want to look at, but there really is an opportunity rapidly create value. You create this value not just at an enterprise level with analytics that mean something to the one group at the top that came in and helped work with us at the beginning of the project but for people to come in on their own. They can create their own analytics and make something that works for the way that they want to do their work. That’s the part that came out of the box with the Salesforce platform and we just leveraged it. So we were able to drop in all this expertise and subject matter expertise around facilities management, security, and BI but it was all enabled by the platform. So we were able to take what we knew and get there very rapidly and it’s an ongoing process.

The nice thing about this is it allows us to continue to tailor really rapidly. So when it becomes about more than just security assessments and you want to track visitors or you want to do something that is operational you can do that. You can have people come in, register through a kiosk, and then report out. You’re talking about something that was developed in three hours after a client conversation. Again it’s just a very simple way to get access to this so if you want to learn more about this go to exam4schools.com. That is exam, 4 the number, schools .com and take a look at some of the work we’re doing. This is specific in this case to the school environment but this is something that is applicable across all facilities. You could do this if you’re a large retail organization or a large federal organization. A lot of this is drawn directly on federal security standards. It’s all best practice so I hope you’ll get out and take a look at it and please share back what you think.

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