Dreamforce Debrief - From 0 to 360 in No time with a CRM Cloud Solution
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The document outlines a cloud-based CRM implementation for Tenneco by Capgemini using Salesforce.com. It describes Tenneco's business needs, challenges with their previous system, and how the Salesforce implementation addressed these through an iterative design-build process with package walkthroughs and real-time functionality. The implementation followed a short project initiation phase to define requirements, then an iterative design-build phase with user testing and acceptance, culminating in a go-live phase and ongoing support.
Dreamforce Debrief - From 0 to 360 in No time with a CRM Cloud Solution
- 1. From 0 to 360 in No time with a CRM Cloud Solution Ché Lung & Bart Brusselmans Utrecht, September 29th 2011
- 2. From 0 to 360 in No time with a CRM OUTLINE Cloud Solution Agenda: Tenneco Business Case & Project objectives Capgemini SFDC implementation methodology Key success factors & Lessons learned in collaboration with © 2011 Capgemini. All rights reserved. 2
- 3. WHO IS TENNECO? in collaboration with © 2011 Capgemini. All rights reserved. 3
- 4. TENNECO´S PREMIUM PRODUCT RANGE in collaboration with © 2011 Capgemini. All rights reserved. 4
- 5. STRENGTHS AND CUSTOMERS in collaboration with © 2011 Capgemini. All rights reserved. 5
- 6. A MAZE OF FINDING THE RIGHT AND ACCURATE INFORMATION Wondering Follow up where to focus Monthly sales opportunities Tracking Down Researching data Accounts Deal Updates in collaboration with © 2011 Capgemini. All rights reserved. 6
- 7. A CRM implementation? Operate as a Customer Centric organization by working with CRM Mission one integrated CRM solution for Sales across all regions, Marketing, Product management and Customer Support Easy-to-use and professionalism Salesforce.com Online & real-time solution (incl. reporting) is long time partner of Tenneco Capgemini understands the Business knows the ERP / application landscape in collaboration with © 2011 Capgemini. All rights reserved. 7
- 8. SITUATION BEFORE THE CLOUD… No hardware investment Focus & Scope Business managers Lack of reporting Poor customer Up-front management Planning Waste of time Loss of data in collaboration with © 2011 Capgemini. All rights reserved. 8
- 9. “…Today we spend 63% of our time & budget on servers and just to keep the lights on that is pure cost, no business value. With SaaS, we can outsource the infrastructure and focus on creating innovation and real business value…” Customer CIO, Fortune 1000 Company in collaboration with © 2011 Capgemini. All rights reserved. 9
- 10. REAL-TIME DRIVES PRODUCTIVITY AND SMART DECISIONS Visit reports Real-time Tasks & Calendaring Real-time Opportunities Integration SAP and AS400 Real-time Collaboration Real-time Analytics Portal Real-time (Links ) Account information Sales data, contacts cases in collaboration with © 2011 Capgemini. All rights reserved. 11
- 11. in collaboration with © 2011 Capgemini. All rights reserved. 12
- 12. STARTING WITH A SHORT PROJECT INITIATION… Project Design & Go Live Initiation Build Phase Phase Phase Project Management Goal Activities • Initiate the project • Project Kick off • Common understanding about the pilot: • Gather detailed business requirements (standard Salesforce.com is • Integrations leading) • Functional requirements • Create Solution design • Validate scope with standard functionality • Determining data load complexity • Reconfirm the scope and estimated planning Deliverables Time, Resources & Success Factors • Pilot plan • Tenneco: business rep(s), project manager • Capgemini: Project Team • Critical Success Factors: • Achieve common understanding of the scope • Identified quick wins in collaboration with © 2011 Capgemini. All rights reserved. 13
- 13. … FOLLOWED BY AN ITERATIVE DESIGN AND BUILD Project Design & Go Live Initiation Build Phase Phase Phase Project Management Goal Activities • Present, design and build the Tenneco application based on the • Two Package Walkthroughs with Tenneco business reps Solution Design and the standard Salesforce.com functionality • Design and build of the application • Data Load (Client information) • Support of data load performed by Tenneco Principle: Design and Build is based on Package Walkthroughs in which validation and user testing takes place. Acceptance of the application done in the final Package Walkthrough. Deliverables Time, Resources & Success Factors • PWT’s • Tenneco: business rep(s), project manager • Configured application • Capgemini: Project Team • Validated requirements • Critical Success Factors: • Accepted Solution • Availability and power of decision of business reps • Data Load Template • Client data and meta data (Field values for pick lists) are delivered • Updated Solution Design (in form of a configuration sheet) on time • If necessary, data cleansing & formatting is done by Tenneco before loading the data in Salesforce.com in collaboration with © 2011 Capgemini. All rights reserved. 14
- 14. …AFTER WHICH THE GO LIVE & SUPPORT TAKE PLACE Project Design & Go Live Initiation Build Phase Phase Phase Project Management Goal Activities • Train the trainer sessions • On-site support • Application hand-over • Transfer to production environment • Start of using the system by Tenneco Deliverables Time, Resources & Success Factors • Live application with production data • Tenneco: Project Manager, trainer and functional administrator • “Trained” Trainer • Capgemini: Project team • Critical Success Factors: • Business benefits • Transition to Tenneco • Correctly filled data load template in collaboration with © 2011 Capgemini. All rights reserved. 15
- 15. A NEW CRM SOLUTION FOR EMEA…. The Geographical Scope EMEA Sales organisation More then 25 countries were clustered for the Roll-out. in collaboration with © 2011 Capgemini. All rights reserved. 16
- 16. HIGH LEVEL PLANNING Oct November December January February March April Benelux Build & test ERP Interface Nordics Central Build SFDC EMEA South I Template DACH France Central South II UK - IRL Emerging After Go Live Support in collaboration with © 2011 Capgemini. All rights reserved. 17
- 17. HOW SATISFIED IS THE TENNECO END-USER How satisfied are you regarding the following items? Very Unsatisfied Neutral Satisfied Very unsatisfied satisfied Overal X Quality Value X In line with X the scope Installation or X 1st use experience Usage X experience in collaboration with © 2011 Capgemini. All rights reserved. 18
- 18. HOW SATISFIED IS THE TENNECO END-USER How satisfied are you with the CRM solution regarding the INITIAL SCOPE? Examples Very Unsatisfi Neutral Satisfied Very satisfied unsat ed isfied Account & Manage accounts, sales X Contact information, contact history, 360° view on Management customer Lead Log and manage X Opportunity opportunities, qualification, follow up by creating tasks Management or events, enabling management reporting Activity Tasks, events, visit X Management reports, Lotus Notes synchronization, full visit reporting package Reporting Dashboards, portal to X DWH, personal dashboards and reports, direct access to the TIP in collaboration with © 2011 Capgemini. All rights reserved. 19
- 19. ... Best Practices have proven themselves again Start with formulating and sharing the high level Solution Definition. E.g. which system is the master for account data, which processes are in scope, what are thestick tosteps in scope for first and next phases? Start to determine the scope and process it Work with small releases or project phases. It is possible to go live with new functionality in the form of reports, screens or interfaces on the fly. Use small releases or project phases Keep a first release limited to the standard functionality to avoid dependencies with other systems / projects and quickly accomplish results. The time needed to complete a project is mainly determined by the speed in which the organization is able to make decisions, deliver data and attend the team meetings. Avoid dependencies with other system in a Use the standard analytics functionality to generate reports based on Salesforce.com data. Use a separate BI tool if first release the data comes from different systems. Instead of separately testing a Salesforce.com application, the set up is validated during functionality validation Package Walkthroughs. available in SFDC Only report on data Avoid complexity in the final solution and project risks by using standard available functionality instead of initiate customization. PWT in stead of testing And… Start Small, Think Big, Grow Fast in collaboration with © 2011 Capgemini. All rights reserved 20
- 20. LESSONS LEARNED Good change management is key Deal with the culture differences User adoption is also driven by senior management Create a team spirit: try to be one of the guys in the local team Keep the current scope in mind and communicate clearly in collaboration with © 2011 Capgemini. All rights reserved. 21
- 21. KEY SUCCES FACTORS Capgemini Iterative method and very interactive with implementation the business. Focus on the business, not on method IT. Pilot Benelux 4 weeks implementation, high payoff No Hard Implementation and EMEA roll out of investment and a salesforce automation solution installation within 5 months Efficient and flexible. Doing a Small projectteam succesful large project with a small team in collaboration with © 2011 Capgemini. All rights reserved. 22
- 22. in collaboration with © 2011 Capgemini. All rights reserved. 23
- 23. www.capgemini.com in collaboration with The information contained in this presentation is proprietary. ©2010 Capgemini. All rights reserved