accelerating business value through innovative digital
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Agile Commerce
July 2020
Accelerating business value through innovative digital experiences
Front Office Transformation
PwC | Agile Commerce
… of B2B buyers prefer to conduct
their purchase research online
CEOs are modernizing the
work environment to attract and develop
digital talent
… of all consumers feel companies have lost touch with the human element of
customer experience
Reducing business costs as the top
reason to convert customers from
offline to an online self-serve
ecommerce platform
#1 ...of surveyed SMB respondents’ B2B sales take place
online compared to 31% of enterprise
respondents increasing pressure to be more nimble
37%
B2B Commerce growth is expected to hit $1.5T by 2021
Majority of B2B players are actively accelerating their digital commerce capabilities
B2B Commerce solutions integrated into broader ecosystem of capabilities have a better success rate
Agile Commerce is a global template to accelerate delivering customer engagement through the digital channel by focusing on digital marketing, ecommerce, and self-service capabilities for complex product and service offerings.
64% 65% … of B2B buyers complete at least half
of their work purchases online… increasing over the next four years to
26%
43% … by 2021
86% 1
1
2
1
1
3
1
ARE YOU READY FOR THE...
CHANGING B2B
MARKETPLACE?
Data References 1. Source: Forrester US B2B eCommerce Will Hit $1.8 Trillion by 2023
2. PwC CEO Survey 2019 3. PwC Experience in everything: Here’s how to get it right 2018
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PwC | Agile Commerce
Today’s challenges are impacting companies’ ability to connect
with customers, especially within traditional B2B sales channels
… of B2B buyers prefer to conduct
their purchase
research online
Traditionally slow
adopters are now creating
tremendous growth
in eCommerce
channels
of US internet
users are likely to avoid brick-and-
mortar stores if
today’s situation worsens
Source: RetailDive
74.6%
Miss Fresh, an online retailer in
China, claims its
users aged 40
years and older have risen
in recent months.
Source: Nielsen
237%
B2B companies must digitally adapt their traditional commerce models to keep up with today’s rapid pace of change.
Field and inside sales channels are being disrupted
Revenue and customer relationships are at risk
Timeline to get back to business as usual is unclear
Accelerating digital
commerce capabilities has become a priority
65%
3
PwC | Agile Commerce 4
From a broader market perspective, B2B companies are at different stages of their digital maturity
Re-platform
What we see
Early adopters are looking to re-platform their existing digital experience and commerce platforms to enable new business models like D2C or SaaS to provide enhanced services, & gain better insights.
Companies that have aging digital marketing and commerce solutions.
Late Entrants
What we see
Many late entrants are realizing their customers and partners are expecting robust digital capabilities for product awareness, education, configuration and sales, and service.
Generally B2B businesses with complicated configuration, catalog, pricing, and order management.
Ecosystem Enabled
What we see
The D2C trend does not fit every industry. Consumer product companies are exploring ways to leverage existing eCommerce channels and click & mortar options for sales and last mile fulfillment.
CPG and other product companies relying on retail channels.
PwC | Agile Commerce
Fulfilment
• Desktop, mobile, headless
• Payment methods (Credit Cards, Checks, Purchase Orders, etc).
• Installment, subscription payments, credit
• Tax
B2B customers expect to be at the center of their overall buying experience
• ERP
Risk Control
• Personal and payment data, data privacy, secure environment
Omni-Channel Experience
Payments
Accounting
5
PwC | Agile Commerce
Moving beyond the ‘shopping cart’
Transactional Approach
Routine, shopping cart based user experience “click to buy” one-way journey with limited customer interactions
Compelling Customer Experience
Interactive, personalized experience across the full customer journey from marketing lead generation to commerce and ongoing nurturing
Product Catalog Focused
The customer journey is focused on traditional product catalog structures with low fidelity content to solely enable a purchasing decision
Templated Experience
Templated, platform dependent design based on using out of the box site designs vs. enabling a customer driven experience
Personalized Multi-channel Communication that is personalized to the individual and delivered where they are
Comprehensive Self Service Enables integrated customer self-service across multiple aspects of the customer journey from onboarding through dispute management
TRANSACTION DRIVEN BEHAVIOR DRIVEN
Checkout Focus Customer experience is directed only on the transactional journey to facilitate checkout
Incentive Driven Leverages customer analytics that enable contract compliance and rebate performance metrics to power real-time incentivization, customer behaviors and create win-win, hero moments
B2B Commerce transformation is about shifting the digital experience paradigm from a transactional experience to one that drives specific customer behaviors
6
PwC | Agile Commerce
Salesforce B2B
Commerce
B2B firms are increasingly adopting a unified cloud platform to reduce the Total Cost of Ownership of an eCommerce solution
Customer at the
Core
Launch new capabilities
and tailor the experience
The industry’s only customer-first data model in
a single solution that
enables improved
engagement with
consumers.
Speed to
Revenue
Enables rapid
deployment measured in
weeks not years
capturing ROI sooner
Faster time to deploy using pre-built components.
Innovation is part
of the platform
Follows the Salesforce
model of frequent releases
to seamlessly bring new
innovation
Innovation from Salesforce
and the community lead to a
platform that keeps up with
the evolution of customer
expectations.
Built to adapt to
Change
Architecture allows quick
adjustments to move at the
speed of business
Salesforce B2B Commerce
built natively on the Salesforce
platform and takes advantage
of the ability to make changes
rapidly.
Adopting Salesforce B2B Commerce to enable advanced capabilities and reduce TCO
7
PwC | Agile Commerce
PwC is uniquely positioned to be your trusted partner in positioning the
B2B Agile Commerce as the upcoming leading solution
We are committed to B2B Commerce
We are a proven
solution implementer
We augment with
additional value
PwC is Committed to Salesforce and the B2B Commerce Product
Delivered B2B digital commerce strategies and implementations for several leaders across industries
Proven business models and digital capability accelerators drive innovation and continuous transformation
STRATEGIC RATIONALE: RELATED INVESTMENTS:
● Focused on Salesforce B2B for Commerce
● Invested in developing Salesforce B2B capabilities, resources and accelerators
● Leading trained and certified B2B Commerce SI
● Digital Experience Design
● Technology Toolkits
● Business Process Models
● KPI’s and Metric Dashboards
CUSTOMER SUCCESSES:
8
PwC | Agile Commerce 9
PwC is uniquely positioned to be your trusted B2B Commerce partner
Committed to B2B
Commerce
A proven solution
implementer
Augment with
additional value
PwC is Committed to Salesforce and the B2B Commerce Product
Delivered B2B digital commerce strategies and implementations for several leaders across industries
Proven business models and digital capability accelerators drive innovation and continuous transformation
OUR COMMITMENT: KEY INVESTMENTS:
● Focused on Salesforce B2B for Commerce
● Invested in developing Salesforce B2B capabilities, resources and accelerators
● Leading trained and certified B2B Commerce SI
● Digital Experience Design
● Technology Toolkits
● Business Process Models
● KPI’s and Metric Dashboards
CUSTOMER SUCCESS:
● Contact us to learn more about the successful B2B commerce solutions we’ve delivered at leading brands
● An iconic industrial products manufacturer creates a powerful B2B commerce experience
PwC | Agile Commerce
•
•
Commerce Platform
Payment Channels
• POS • eCommerce
• mCommerce
• Call centers
Fulfilment Options
• Store • Direct to Consumers
• BOPACS
• Endless Aisle
Points of Interaction
• Store • Distributor Site
• Corporate Site
• Mobile App
Records Management
• Seller Records • Buyer Records
• Commissions
• Rebates
Stakeholders
• Consumer • Distributors
• Employees
• Corporate functions
Ongoing Operations
• Settlement & funding • Fraud management
• Dispute management
• Report & Reconciliation • Compliance
Distributor Management
• Onboarding & enablement • Money movement
• Merchant of Record
• “Know Your Customer”
Payments Options
• Payments Methods • Installment Payments
• Subscription Payments
• POS lending
B2B Digital Commerce
Our Approach
Our POV Key Considerations
11
Agile Commerce empowers clients to reach higher digital maturity and increase speed to market through a scalable platform enabling innovations in the customer experience and business processes
ACCELERATOR
PROBLEM
Today’s B2B organizations must adopt and adapt digital to keep up with the rapid pace of change and enable efficient ways to identify leads, target marketing campaigns, sell products, and nurture the customer throughout their engagement and journey. There are no accelerators in place to rapidly stand-up and scale a digital ecosystem.
PERSPECTIVE
Clients need a way to rapidly deploy a global solution that supports scalability to add new products, storefronts, and features with integrates to other solutions, including back-office technologies. Agile Commerce accelerates the time to deploy a global digital solution that enhances customer trust, can flex in response to unexpected events, and supports business growth.
PAYOFF
+4 to 5% revenue growth in mature markets
+8% revenue growth in emerging markets
+20% cost to serve improvements
Transforms the online B2B customer
experience, from lead acquisition through
conversion and nurturing, by enabling a
flexible, feature-rich commerce platform.
Agile Commerce provides clients a global
template to accelerate complex
deployments of an integrated solution,
combining digital marketing and
commerce, to support complex products
and unique customer use cases.
Agile Commerce
KEY FEATURES ● Multi-storefronts ● Accelerated ordering for simple & complex
products supported through quick and bulk orders ● Customer catalogs and pricing ● Guided product selection ● Transactional commerce with payment integration ● Promotion engine to support integrated marketing
campaigns ● Localization, multi-currency & multi-language ● AI powered Chatbot & product recommendations ● Customer Insight Analytics ● Trusted and transparent seamless cross-channel
customer experience ● Security by design and privacy by design ● Microservices integration with Mulesoft
X-VERTICAL ACCELERATOR
PwC
Agile Commerce empowers clients to reach higher digital maturity and increase speed to market through a scalable platform enabling innovations in the customer experience and business processes
ACCELERATOR
PROBLEM
Today’s B2B organizations must adopt and adapt digital to keep up with the rapid pace of change and enable efficient ways to identify leads, target marketing campaigns, sell products, and nurture the customer throughout their engagement and journey. There are no accelerators in place to rapidly stand-up and scale a digital ecosystem.
PERSPECTIVE
Clients need a way to rapidly deploy a global solution that supports scalability to add new products, storefronts, and features with integrates to other solutions, including back-office technologies. Agile Commerce accelerates the time to deploy a global digital solution that enhances customer trust, can flex in response to unexpected events, and supports business growth.
PAYOFF
+4 to 5% revenue growth in mature markets
+8% revenue growth in emerging markets
+20% cost to serve improvements
Transforms the online B2B customer
experience, from lead acquisition through
conversion and nurturing, by enabling a
flexible, feature-rich commerce platform.
Agile Commerce provides clients a global
template to accelerate complex
deployments of an integrated solution,
combining digital marketing and
commerce, to support complex products
and unique customer use cases.
Agile Commerce
KEY FEATURES ● Multi-storefronts ● Accelerated ordering for simple & complex
products supported through quick and bulk orders ● Customer catalogs and pricing ● Guided product selection ● Transactional commerce with payment integration ● Promotion engine to support integrated marketing
campaigns ● Localization, multi-currency & multi-language ● AI powered Chatbot & product recommendations ● Customer Insight Analytics ● Trusted and transparent seamless cross-channel
customer experience ● Security by design and privacy by design ● Microservices integration with Mulesoft
X-VERTICAL ACCELERATOR
PwC
PwC | Agile Commerce Rapid Start 14
Unlock bottled demand within
eCommerce channels
Agile Commerce
+4 to 5%
revenue growth
in mature markets
+8%
revenue growth in emerging markets
+20%
cost to serve improvements
Ecommerce channels represent a significant opportunity to address shifting demand and maintain customer relationships
SPEED TO
MARKET Speed to Market in as little as 5 weeks
CUSTOMIZED
USER EXPERIENCE
Customization enhances
EASY
SCALABILITY Configuration built to scale
REUSABLE
COMPONENTS Easy, pre-built components
KEY FUNCTIONALITY WE CAN ENABLE
PwC’s Agile Commerce methodology for Salesforce B2B Commerce Cloud enablement helps bring to life a personalized, easy to use one-stop-shop for all of y our customers’ needs,
from order management and delivery tracking to service requests and account management on
a user-friendly customer portal
● Agent Quick Order (Order on behalf of)
● Checkout Experience
● Desktop & Mobile
● Multi-storefronts
● Accelerated ordering
● Customer catalogs and pricing
● Guided product selection
PwC | Agile Commerce 15
15
PwC | Connected Digital Front Office
“I want the most efficient way to do business with
my vendor partners, including full visibility to
all contract terms and incentives so I can
maximize the power of our agreement. ”
Delight Your
Customers
Miranda Shoals Customer
Enable streamlined features for order placement and broader self-service for the most common inquiries
Increase Efficiency
Display broader dashboard level analytics to enable customer visibility to performance against contracts and
incentive achievements.
Delight Customers
Gain full control over your purchasing process with end-to-end visibility into orders and delivery dates across all
channels and receive personalized AI-based product recommendations
Grow Business
Engage Employees
Enable compelling content and product data that drives customers to harness the power of the digital
channel
PwC | Agile Commerce
USER EXPERIENCE
CAPABILITIES ENABLED
Product Catalog
Personalized Campaigns/Promotions
Digital Self Service
Compelling Content
Omni-Channel Service Knowledge Base/FAQs
Persuasive experience designed to be easy to learn, efficient to use and focused on key customer activities including order management and support.
Personalized, easy to use one-
stop-shop for all of y our
customers’ needs, from order management and delivery tracking
to serv ice requests and account
management on a user-friendly
customer portal
Order Management
Predictive Ordering
Rebate and Contract Performance Dashboard
15
PwC | Connected Digital Front Office
“ I want a unified, 360-
view of customer data so I can have meaningful,
proactive customer dialogue on our offerings
and the customer’s needs”
Empower
Your Service
Team
Caitlin Pierce Customer Service Associate
Lev erage data and customer insights to allow customers to maximize the rebates and incentives as part of their
primary vendor agreements (PVAs)
Increase Productivity
Enable a unified view of customer data to allow my support teams to solv e day to day customer inquiries.
Delight Customers
Enable complementary products and solution selling to broaden the product mix to customers
Grow Business
Customer-centric view enables reps to be proactive rather than reactive to customer w ants and needs
Engage Employees
Transform y our sales reps’ experience by delivering valuable
insights to optimize field
execution and customer
engagement, to enable perfect in-
store execution everytime
USER EXPERIENCE
Enable a streamlined way for customers to access a “live person” to resolv e more complex issues
CAPABILITIES ENABLED
Order Management
Account Management
Contact (User) Management
Predictive Performance Analytics
360 View of the Customer
Single Solution for Service Delivery
Multi Channel Customer Support
Purchasing History
Case Management
16
Automated Service Delivery - Chat bot
PwC | Agile Commerce
Persuasive experience designed to be easy to learn, efficient to use and focused on key customer activities including order management and support.
PwC | Connected Digital Front Office
“”
Guide Your
Marketing
Leon Marketing Manager
Lev erage data and customer insights to allow customers to maximize the rebates and incentives as part of their
primary vendor agreements (PVAs)
Increase Productivity
Enable a unified view of customer data to allow my support teams to solv e day to day customer inquiries.
Delight Customers
Enable complementary products and solution selling to broaden the product mix to customers
Grow Business
Customer-centric view enables reps to be proactive rather than reactive to customer w ants and needs
Engage Employees
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USER EXPERIENCE
Enable a streamlined way for customers to access a “live person” to resolv e more complex issues
CAPABILITIES ENABLED
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17 PwC | Agile Commerce
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Persuasive experience designed to be easy to learn, efficient to use and focused on key customer activities including order management and support.
PwC | Connected Digital Front Office
“I want a unified, 360-
view of customer data so I can have meaningful,
proactive customer dialogue on our product
portfolio and solution
offerings”
X
Geoff Patterson Agile Commerce Administrator
Lev erage data and customer insights to allow customers to maximize the rebates and incentives as part of their
primary vendor agreements (PVAs)
Increase Productivity
Enable a unified view of customer data to allow my support teams to solv e day to day customer inquiries.
Delight Customers
Enable complementary products and solution selling to broaden the product mix to customers
Grow Business
Customer-centric view enables reps to be proactive rather than reactive to customer w ants and needs
Engage Employees
Transform y our sales reps’ experience by delivering valuable
insights to optimize field
execution and customer
engagement, to enable perfect,
personalized execution everytime
USER EXPERIENCE
Enable a streamlined way for customers to access a “live person” to resolv e more complex issues
CAPABILITIES ENABLED
Order Management
Account Management
Contact (User) Management
Predictive Performance Analytics
360 View of the Customer
Omni-Channel Service Delivery
Mobile first experience designed to maximize the Sales Representative’s time in the field
Multi Channel Customer Support
Purchasing History
Case Management
18
Automated Service Delivery - Chat bot
PwC | Agile Commerce
PwC
Account & Contact Management
Lead & Opportunity Management
Journey Builder
Email Studio
Case & Know ledge Management
Omni-Channel Routing
Service Process Automation
Chatter
REST and SOAP APIs
Standard Reports & Dashboards
SALESFORCE LIGHTNING PLATFORM SALESFORCE B2B COMMERCE PwC’S AGILE COMMERCE
Modular design means that features can be packaged and tailored to meet the unique needs of users
Companies moving to / upgrading to a new Commerce portal are enabled by leading practice business processes and data model
CRM capabilities enabled by core Salesforce Clouds spanning Marketing, Sales, Service, Commerce and Einstein
Salesforce B2B Commerce Data Model
Product Entitlement Management
Communities
Order Management
Payment Processes
Storefronts
Shopping Cart Creation
Checkout Experience
Promotion Management
Marketing Cloud Integration
Promotion Engine
Complex Products & Pricing
AI-Driven Product Recommendations
Enhanced Effective Accounts
Collaborative Favorites
Advanced Cart & Check-out
Enhanced Order Placement (Chat, Bulk)
Rebate Management Dashboards
Distributor Channel Enablement
Integration Templates (Mulesoft)
Agile Commerce
Powered by
Salesforce Commerce Cloud
CAPABILITIES ENABLED
cpg
PwC 19
PwC | Agile Commerce
Internal Users
CSRs Leadership Operations
CommerceNext
Portal User
Management
Promotion
Management
Service
Console
Voice
Integration
Portal
Authentication
Cart
Management
Case
Management
Integration
Product
Management
Order
Submission
Knowledge
Management
Chat
Enablement
Price List
Management
Quote
Management
Asset
Management
Operational Reports & Dashboards
User Security
SSO
Entitlement
Management
Invoice
Capture
Alerts &
Notifications
Work
Orders
Voice
/ IVR
Chat / ChatBot
Customers
Direct Access
Desktop Mobile
Indirect Access
Procurement
Systems /
Punch Out
Headless
Commerce
Mule
Soft
Mediated Integrations
Direct Integrations
ERP
Product Master
Pricing
Master
Customer
Master
Inventory
Fulfilment /
Shipping
PwC Product
Recommendations
Marketing Cloud CPQ
EDI TBD Email Exchange
Einstein Analytics
IVR / Telephony
Pricing Leadership
TBD
Google Address
Validation
Illustrative Agile Commerce Architecture
20
PwC | Agile Commerce 22
Considerations for Today’s Demo
Our demo uses images / products available in public
domain to showcase capabilities, features, and
functionality
The demo storefronts’ product sets do not intend to
communicate any relationship - previous, current, or future - with any specific company or
brand.
The demo storefronts are meant to show cross-industry
applicability of the solution
1 2 3
PwC | Agile Commerce 23
Agile Commerce Personas
Customer
Service Agent
Customer
Portal User
Agile Commerce
Administrator
Marketing
Manager
Agile Commerce enables functionality
across targeted personas,
concentrating most on our customer
portal user - providing them with
an empowering
digital experience
PwC
Our Agile Commerce Portal User
Miranda started a new position in procurement and planning in her family’s business, Shoals CAT, one of the largest heavy equipment sales and service networks in her area
We’ll see Miranda…
• authenticate in the system
• find products via browsing, searching, & recommendations
• build out her cart via multiple means
• configure her order for optimal submission
We’ll see how Miranda’s experience is personalized…
• Miranda will discover incentives along the way through a preferred pricing tier, automatic cart discounts, and manually-applied coupons
After order placement, we’ll see Miranda…
• review her orders and invoices
• submit an inquiry to customer service
...and she can do this all from her desktop or mobile device.
Let’s meet Miranda
24
PwC | Agile Commerce 26
Key Learnings from our B2B Commerce implementations
Foundation-First
Crawl, Walk and Run (MVP to Full Suite)
Align B2B UI templates
with UX Design
Legacy Architecture
Alignment
Unify Customer Experience Across Channels
Thoughtful User Experience and Branding (B2B vs. B2C)
Balance Customization vs. OOTB
Functionality
Change Management Internal and External Acceptance
Responsive Design
Know your Master Data
Products, Pricing, Account Structures etc.
BUSINESS EXPERIENCE TECHNOLOGY
PwC | Agile Commerce 27
Playbooks for Visual Design,
Configuration, Development,
Integrations, and Storefront
Setup
Persona and User Journeys for
Customers, Service Agents,
Sales Reps, Administrators,
Marketing, and Executives
Over 450 User Stories with
detailed Acceptance Criteria
across more than 100 Epics
Test Cases with detailed Steps
for desktop and mobile
experiences
Project Execution Assets
PLAYBOOKS PERSONAS & USER JOURNEY USER STORIES TEST CASES
PwC | Agile Commerce 28
Agile Commerce
1. Storefronts 2. Branding and Logos 3. Account and Contact Management 4. User Authentication 5. Product Catalogs 6. Featured and Spotlight Products 7. Favorites 8. Tiered Pricing 9. Order Management 10.Shopping Cart and Checkout 11.P.O. Payment Process 12.Case Management
12-16 Weeks
Agile Commerce Rapid Start
1. Promotion and Offer Engine 2. AI-Driven Product Recommendations 3. Agent Quick Order (Order on behalf of) 4. Complex Products and Pricing 5. Enhanced Effective Accounts 6. Collaborative Favorites 7. Advanced Cart and Check-out 8. Enhanced Order Placement (Chat,
Bulk) 9. Rebate Management Dashboards 10.B2B Commerce Integration Templates
(Mulesoft) 11.Enhanced Portal UI
4 weeks
Typical B2B Commerce Engagement
1. Complex Products and Pricing 2. Enhanced Effective Accounts 3. Advanced Cart and Check-out 4. 12+ Integrations (WebMethods) 5. Enhanced Portal UI 6. Product Availability 7. Real-time Inventory check 8. Real-time shipment tracking 9. Order Consolidation
32 Weeks
Agile Commerce vs. “Typical” B2B Commerce Client Engagement
PwC | Agile Commerce 29
Agile Commerce Implementation
Owned by Client
Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
Planning
Application Development
Data W orkstream
SIT & UAT Testing
Customer Outreach &
Training
Deployment & Go-Live
ITERATIVE DESIGN & DEVELOPMENT SPRINTS
SPRINT 1
SYSTEM TESTING
USER TESTING
TRAINING CONTENT PREP
USER TRAINING
GO-LIVE
DATA DEFINITION AND INTEGRATION
SOURCE DATA IDENTIFICATION
FULL MOCK DATA POPULATION
BUILD & VALIDATE DATA & INTEGRATION PROCESSES 2
REQUIREMENTS SIGN-OFF
REQ. DEFINITION
SESSIONS
• Sprint Plan with User Stories & Acceptance Criteria • Persona Definitions & High-Level User Journeys • High Level Architecture and Design • Establish Governance Model & Communication Cadence
• Identification of Payment Methods and Solutions
• Identification of Full Data Sets
• Digital Assets for Products, Categories, Promotions
• Data Definitions • Data Keys
• App. Functional Configuration • App. UI Design • Unit Testing • App Iteration Reviews & Sign-Off
DEVELOPMENT SIGN-OFF
• Payment Method Enablement • Data Migration Planning • Data & Interface Mapping and Development • Iterative Data Loads
TESTING SIGN-OFF
• Full Mock Data Population • Error Report
• UAT Org Deployment • Data Population • E2E Testing • Detailed Payment
Processing Testing • UAT - Client
• Deployment Plan with Environment Design • Testing Plan with Devices & Browsers Defined • RACI Matrix & Sign-Off Responsibility Definition • Configrm Project Execution Tools
• Confirmation of Full Data Sets • Digital Assets for Products,
Categories, Promotions
• Production Deployment • Final Population of Full Data Sets • Final Digital Assets for Products, Categories, Promotions • Production Smoke Testing - Client • Portal User (Customers) Enablement
DATA SIGN-OFF
• Internal Users • Customer Users
CUSTOMER COMMUNICATION
CUSTOMER COMMUNICATION
SPRINT 2 SPRINT 3 SPRINT 4
Illustrative
PwC | Agile Commerce 30
Agile Commerce Implementation
Project Manager Co-Lead Project Manager Co-Lead
Client Steering Committee
PwC Workstream Team
PwC Project Leadership
Client SMAs
Client PM Co-Lead
PwC Onshore Co-Lead
• Provide overall leadership and project governance • Approve key recommendations
• Review and approve resource and funding requests
• Identify imperatives and desired outcomes • Serve as an escalation point on issues and risk
• Provide strategic vision and direction
• Support overall engagement quality and delivery • Senior stakeholder relationship management
• Provide industry and domain knowledge
• Provide day-to-day leadership and direction • Address project issues and risks
• Partner with the PwC PM Co-Lead to provide day-to-day leadership and direction
• Serve as primary Client point of contact
• Partner with the Client PM Co-Lead to provide day-to-day leadership and direction
• Monitor progress (deliverables, timeline, etc.) and take timely corrective
measures • Serve as primary PwC point of contact
• Develop requirements, design, & testing deliverables • Schedule and manage interviews / workshops
• Build Salesforce solution in test environment and deployment of solution to
production • Provide input on all project deliverables
• Help address project issues and risks • Engage PwC advisors and other resources
• Connect with Client subject matter advisors as needed
• Provide Client subject matter expertise on business processes and broader Client SFDC environment and service center as needed by the workstream
Client Workstream Team
Client Resource PwC Resource
Governance
Salesforce Certified
Technical
Architect
Change Management
SMA
Resources
Functional Workstream
Project Team
UX/UI Designer
Client Steering Committee
Product Owner
Business Analysts
Process Analyst
Sales Analyst
Enterprise & Solution Architect
PwC Project Leadership
Offshore Developer 1
Offshore Developer 2
Onshore Functional Lead
Offshore UI Developer
Training Development &
Delivery
Offshore Tester
Costs: $ XXX,XXX
Data Workstream
MIddleware SMA
Business Analysts
Process Analyst
Source System(s) SMA(s)
Offshore Data Developer 1
Offshore Data Developer 2
Onshore Technical Lead
Offshore Data Tester 1
Offshore Data Tester 2
Content Manager
Illustrative
PwC | Agile Commerce 32
5000+
Front Office Transformation engagements delivered by our global team of 250,000+ professionals
100+
Products & Accelerators developed with human centered design, deep industry knowledge, and extensive CRM and
Digital platform experience
28+
Innovation Awards from Analysts and leading technology platform providers for excellence demonstrated in Front Office
Transformation
Value Delivered. Customer Relationships Earned.
Delight your
customers
Unlock growth
and margin
Automate and
streamline work
Build solutions
people love
Customer Experience Growth Worker Productivity Employee Engagement
16%
CX
Premium
5%
Profitable
Growth
10%
Efficiency
Improvement
100%
User
Adoption
SUCCESS
STORIES
PRODUCTS &
ACCELERATORS
INNOVATION
AWARDS
Strategy & Vision
Design & Pilot
Launch & Refine
Customer
Experience
Employee
Engagement
Productivity
Growth
Optimize & Scale
VALUE IMPACT
Transform all aspects of the Go-To-Market model to streamline operations and provide f lexibility during an expected long period of industry disruption.
Staggered deployment of all solutions to the f ield to capture lessons learned and accelerate future releases. B2B Commerce solution w as deployed to 21K customers in 10 months. Frontline capabilities w ere rolled out to over 20,000 associates.
Emphasized user input/experience and agile w ays of working to rapidly deploy valuable capabilities to end users. Pilots w ere done throughout the program to get user feedback to guide priorities.
Success of the B2B Commerce program funded the rest of the program by eliminating revenue share, increasing volume and basket size, and reducing operational costs to serve.
$32M Revenue generated
in eCommerce portal’s first 60
days
25k+ Frontline associate
and customer end-users
Comprehensive Go-To-Market Transformation
funded through successful B2B Commerce
Frito-Lay recognized the increasing rate of
disruption in their industry and engaged
PwC to completely transform their go-to-
market model.
In under 10 months time, PwC delivered a
suite of transformative solutions including a
new B2B eCommerce portal, a new
scheduling solution for Delivery, Ordering
and Merchandising personnel and a sales
and contract management platform to
quickly deliver value to FLNA.
90k+ Orders placed in
first 3 months of go-live
33 PwC
Strategy & Vision
Design & Pilot
Launch & Refine
Customer
Experience
Employee
Engagement
Productivity
Growth
Optimize & Scale
VALUE IMPACT
Led business stakeholders through customer visioning w orkshops on industry best practices, document current state, identify pain points, future state use cases, and improvement opportunities.
Released an MVP solution w ithin 6 months to introduce the new customer experience, follow ed by an eCommerce-focused release in the subsequent quarter.
Prioritized key features and constructed a delivery roadmap designed to accommodate high priority items and programmatic dependencies.
Successfully shifted organization to an entirely new order management process/platform, retired legacy systems, and delivered numerous enhanced features.
$2.2M yearly cost savings
by retiring legacy system
Elevating Order-to-Cash transformation with user-
centric design and B2B Commerce solution
24% Improvement in
complaints resolved in 1 day
After a nine-month project, USG’s B2B Commerce portal went live with two sites for
the USG (US) and CGC (Canada) brands in
May 2019 and with an updated solution
three-months later in September 2019.
The solution provided an immediate savings
of $2.2M per year by retiring legacy
application, 24% increase in issue resolution,
increased traffic, and a significant rise in
customer satisfaction.
2,500+ users introduced to
new system
PwC
Strategy & Vision
Design & Pilot
Launch & Refine
Customer
Experience
Employee
Engagement
Productivity
Growth
Optimize & Scale
VALUE IMPACT
Global Commerce platform experience for online
customers and employee engagement from product awareness through complex digital B2B Commerce
W.L. Gore, a global manufacturer for complex
commercial products wanted a way to
transform it’s digital infrastructure to drive an online channel experience coexisting with it’s distributor network and value added reseller
channel.
PwC delivered a digital experience built on the
Salesforce B2B Commerce platform across
div isions that served product information and
media, enabled a guided product selection
experience, and enabled self-service.
Single platform solution that streamlines operations in delivering a personalized experience for both channel partners and external customers w ith ability to extend across divisions.
Deployed an MVP solution w ithin 12 w eeks to over 500 customers and served as a framew ork for full implementation across 20+ remaining divisions.
Scalable architecture set a foundational platform w ith focus on transactional commerce paired w ith guided experiences supported by tracking via advanced analytics.
Solution resulted in saving 4,000 labor hours per w eek in servicing customers across providing product information, handling order inquiry calls, and placing orders.
500+ users introduced to
new system
4,000+ weekly labor hour
savings through order automation
10k+ Global customer
service workforce
PwC
TBD
Strategy & Vision
Design & Pilot
Launch & Refine
Customer
Experience
Employee
Engagement
Productivity
Growth
Optimize & Scale
VALUE IMPACT
Africa’s First B2B Commerce Solution
Distell, a global business with roots in South
Africa, produces and markets a diverse
portfolio of award-winning alcoholic brands
that have been crafted by extraordinary
people across the world. They are on a
journey to digitize operations and transform
how they engage with customers starting
with a B2B Commerce storefront.
Engaging a design-led approach to develop a Service and Sales Blueprint, inclusive of future state customer journeys and underlying processes.
Project in progress, with target results including: increased revenue via repeat purchases and reduced customer attrition and decreased costs via user / support productivity and IT.
Multi-cloud solution including, B2B Commerce, Salesforce Service, Field Service Lighting, Lighting Platform Plus, Einstein Bots, Live Agent Chat and Know ledge.
Transforming the organization through call service center modernization.
12,000+ users being Introduced
to new system
TBD
PwC
TBD
Strategy & Vision
Design & Pilot
Launch & Refine
Customer
Experience
Employee
Engagement
Productivity
Growth
Optimize & Scale
VALUE IMPACT
Comprehensive digital transformation
leveraging a Salesforce multi-Cloud solution
Namibia Breweries Limited is one of the
leading beverage manufacturing companies
in Southern Africa. They have a strong
ambition to enhance the customer buying
experience with a solution that will empower
both staff and customer buyers through self-
service and field sales.
Current systems and cumbersome processes
are impacting the ability to properly deliver
on that ambition. Project is still in progress
with go live early 2020.
Engaging a design-led approach to develop a Service and Sales Blueprint, inclusive of future state customer journeys and underlying processes.
Project go live early 2020, w ith target results including: increased revenue by market share and reduced customer attrition and decreased costs via user / support productivity.
Multi-cloud solution including, B2B Commerce, Salesforce Service, Field Service Lighting, Lighting Platform Plus, Einstein Bots, Live Agent Chat and Know ledge.
The solution w ill be departure point for modernizing a future state customer engagement platform in response to changing customer and market trends.
1,000+ users being
introduced to new system
TBD
PwC
Thank you
© 2020 PwC. All rights reserved. Not for further distribution without the permission of PwC. “PwC” refers to the network of member firms of PricewaterhouseCoopers International
Limited (PwCIL), or, as the context requires, individual member firms of the PwC network. Each member firm is a separate legal entity and does not act as agent of PwCIL or any other member firm. PwCIL does not provide any services to clients. PwCIL is not responsible or liable for the acts or omissions of any of its member firms nor can it control the exercise of
their professional judgment or bind them in any way. No member firm is responsible or liable for the acts or omissions of any other member firm nor can it control the exercise of another member firm’s professional judgment or bind another member firm or PwCIL in any way.
38 PwC | Agile Commerce
The best time to start transforming is now...
© 2019 PwC. All rights reserved. Not for further distribution without the permission of PwC. “PwC” refers to the network of member firms of PricewaterhouseCoopers International
Limited (PwCIL), or, as the context requires, individual member firms of the PwC network. Each member firm is a separate legal entity and does not act as agent of PwCIL or any other member firm. PwCIL does not provide any services to clients. PwCIL is not responsible or liable for the acts or omissions of any of its member firms nor can it control the exercise of
their professional judgment or bind them in any way. No member firm is responsible or liable for the acts or omissions of any other member firm nor can it control the exercise of another member firm’s professional judgment or bind another member firm or PwCIL in any way.
[Text]
MEDICAL DEVICES
[Text]
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Built on the leading B2B Commerce platform, PwCs Commerce Quickstart solution will enable you to quickly launch an eCommerce capability
INDUSTRIAL PRODUCTS
40
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[Text]
CONSUMER GOODS
[Text]
Launch to market
quickly using pre-built
SPEED TO MARKET
CommerceNext solution offering native
features and enhanced, customizable
components
Solution designed &
implemented with firm’s
Built on the leading B2B Commerce platform, PwCs Commerce Quickstart solution will enable you to quickly launch an eCommerce capability
BEST PRACTICES
41
best practices, strategic governance &
operating model of excellence
In addition to the
stability provided by the
TRUSTED STABILITY
leading platform, our team offers best-in-
class extended support (not to mention free)
42
...With our wide
experience and
deep industry
expertise the
solution is
designed for the
unique
challenges &
opportunities
that are specific
to the industry
vertical
INDUSTRIAL PRODUCTS CONSUMER GOODS MEDICAL DEVICES
43
With our B2B
Commerce experience
and deep industry
expertise, our
CommerceNext
QuickStart solution
is designed to address
unique challenges &
opportunities specific
to selected industry
verticals.
Industrial Products Consumer Goods Medical Devices
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CommerceNext QuickStart let’s medical device
wholesalers & distributors translate complex selling
processes into a user-friendly and efficient ordering / purchase
process while highlighting ‘featured’ products (e.g., N95 masks)
PwC’s CommerceNext QuickStart supports
medical device wholesalers and distributors translate complex processes into a user-friendly and efficient
ordering environment
CommerceNext QuickStart allows manufacturing
organizations to provide a seamless ordering &
information-rich buying experience for the
customer along with ability to support customer
inquiries about orders, products & pricing
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