BMC Remedyforce was asked to present at Dreamforce 2015 on our seamless upgrades to thousands of users using the Salesforce App Cloud Push mechanism. Remedyforce is seen as a leader in the IT Service Management and Help Desk SaaS markets. Remedyforce help desk and service management is built on Salesforce and integrates with Service Cloud and other Salesforce App Cloud and AppExchange apps. Learn more: http://www.bmc.com/remedyforce

1. Salesforce and Remedyforce ISV Tech
Talk: Pushing New Versions of your App
Joshua Green
Manager, SaaS Operations
joshua_green@bmc.com
BMC Software, Remedyforce
Dileep Burki
Director, Product Management
dburki@salesforce.com
Salesforce.com

2. 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
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Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently
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upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-
looking statements.
Safe Harbor

3. About BMC Software
Digital Enterprise Management
We help 82% of the Fortune 500
with High Speed Digital Innovation

4. About BMC Remedyforce
~10kper maintenance
35k+customer, prospect, & internal
~995production & sandbox
MONTHLY
TRIALS
LIFETIME
TRIALS
ACTIVE
INSTALLS
~3per year
MAJOR
VERSIONS
~4per major version
PATCH
VERSIONS
~15scheduled per year
ANNUAL
MAINTENANCES

5. Push Upgrade Value Proposition
Manual
Upgrades
Version
Control
Dev. Impact
Defect Rate
Feature
Delay
Support
Impact
2 YEARS AGO
Without Push Upgrades
• ~20 versions to maintain and QA
• High development cost
• High defect rate
• Delayed features
• High support cost
• Customer satisfaction issues

6. Push Upgrade Value Proposition
Push
Upgrades
Version
Control
Dev. Impact
Defect Rate
Feature
Delay
Customer
Satisfaction
TODAY
With Push Upgrades
• 1 version to maintain and QA
• ~95% lower development burden
• ~50% lower defect rate
• More features, faster
• Lower support cost
• Higher customer satisfaction!

7. 1
Person
1
System
1
Day
6,582
Upgrades
0.001%
Failure
Rate
89% on
Current
Release
Push Upgrade Value Proposition

8. Goals
• High Customer Satisfaction
• Low Cost
Upgrade Methodology
Organizational Support
• Opt-In Philosophy
• Customer Success Model
• Effective Communication

9. Opt-In Philosophy
Transparent Upgrades
• New Features and Enhancements are Opt-In
Flexible Schedules
• Self Upgrade Windows (big window)
• Automatic Upgrade Push Windows (small window)

10. Customer Success Focus
• Customer Success Managers
• Customer Enablement
• High Usage and Adoption
• Thought Leadership
“We were able to quickly deliver a new application – far faster than on-
premise – with fewer internal and external resources, resulting in improved
quality and process efficiencies across the organization.”
— Tom Schroeck, Ameritas
“An identified and notable strength of the solution News UK adopted, BMC
Remedyforce, is that of the solution’s extensibility. Because it is built on the
Force.com platform it enables BMC Software to both proactively and
reactively exploit innovative capabilities in response to customer demands
and BMC’s own development.”
— Adam Holtby, Ovum Research (NewsUK)

11. Effective Communication
• Great Documentation
• Maintenance Dashboard
• Proactive Notifications
• Enablement Kits

12. Existing Challenges
Targeting Environments
• Grouping and organizing environments
• Global scheduling
• Internal vs external environments
• “All-or-One” targeting
User Interface
• No automation
• Limited reporting/metrics

13. Upcoming Improvements

14. Pilot (Winter’16)
Push API
Get
Subscriber
Orgs
Create
Push
Request
Create
Push Jobs
for Push
Request
Schedule
Push
Query
status of
Push
Process
Errors
Tooling API (SOAP or REST)

15. Lightning Push UI – Early Wireframe

24. Thank you