dreamforce debrief - from 0 to 360 in no time with a crm cloud solution

Ché Lung & Bart Brusselmans

Utrecht, September 29th 2011

From 0 to 360 in No time with a CRM Cloud Solution

in collaboration with

OUTLINE

Agenda:

Tenneco Business Case & Project objectives

Capgemini SFDC implementation methodology

Key success factors & Lessons learned

2 © 2011 Capgemini. All rights reserved.

From 0 to 360 in No time with a CRM

Cloud Solution


WHO IS TENNECO?



TENNECO´S PREMIUM PRODUCT RANGE



STRENGTHS AND CUSTOMERS



A MAZE OF FINDING THE RIGHT AND ACCURATE INFORMATION


Researching

Accounts

Monthly sales

data Tracking Down

Deal Updates

Wondering

where to focus

Follow up

opportunities


A CRM implementation?


Easy-to-use and professionalism

Online & real-time solution (incl. reporting)

Operate as a Customer Centric organization by working with

one integrated CRM solution for Sales across all regions,

Marketing, Product management and Customer Support

CRM Mission

Salesforce.com

is long time partner of Tenneco

understands the Business

knows the ERP / application landscape

Capgemini


SITUATION BEFORE THE CLOUD…


Poor customer

management

Lack of

reporting

Loss of data

Waste of time

No hardware

investment

Focus & Scope

Business

managers

Up-front

Planning



“…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



Real-time Account information Sales data, contacts

cases

Integration SAP and AS400

Real-time Collaboration

Real-time Opportunities

Real-time Analytics

Visit reports

Real-time Tasks & Calendaring

Portal (Links )

REAL-TIME DRIVES PRODUCTIVITY AND SMART DECISIONS


STARTING WITH A SHORT PROJECT INITIATION…


Goal

• Initiate the project

• Common understanding about the pilot:

• Integrations

• Functional requirements

• Validate scope with standard functionality

Deliverables

• Pilot plan

Activities

• Project Kick off

• Gather detailed business requirements (standard Salesforce.com is leading)

• Create Solution design

• Determining data load complexity

• Reconfirm the scope and estimated planning

Time, Resources & Success Factors

• Tenneco: business rep(s), project manager

• Capgemini: Project Team

• Critical Success Factors:

• Achieve common understanding of the scope

• Identified quick wins

Go Live Phase

Design & Build

Phase

Project Initiation

Phase

Project Management


… FOLLOWED BY AN ITERATIVE DESIGN AND BUILD


Goal

• Present, design and build the Tenneco application based on the Solution Design and the standard Salesforce.com functionality

• Data Load (Client information)

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

• PWT’s

• Configured application

• Validated requirements

• Accepted Solution

• Data Load Template

• Updated Solution Design (in form of a configuration sheet)

Activities

• Two Package Walkthroughs with Tenneco business reps

• Design and build of the application

• Support of data load performed by Tenneco


• Tenneco: business rep(s), project manager

• Capgemini: Project Team


• Availability and power of decision of business reps

• Client data and meta data (Field values for pick lists) are delivered on time

• If necessary, data cleansing & formatting is done by Tenneco before loading the data in Salesforce.com

Go Live Phase

Design & Build

Phase

Project Initiation

Phase

Project Management


…AFTER WHICH THE GO LIVE & SUPPORT TAKE PLACE


Goal

• Train the trainer sessions

• Application hand-over

• Start of using the system by Tenneco

Deliverables

• Live application with production data

• “Trained” Trainer

Activities

• On-site support

• Transfer to production environment


• Tenneco: Project Manager, trainer and functional administrator

• Capgemini: Project team


• Business benefits

• Transition to Tenneco

• Correctly filled data load template

Go Live Phase

Design & Build

Phase

Project Initiation

Phase

Project Management


A NEW CRM SOLUTION FOR EMEA….


The Geographical Scope

EMEA Sales organisation

More then 25 countries were clustered for the Roll-out.


HIGH LEVEL PLANNING


Oct November December

Nordics

February January March

Central South I

DACH

France

Central South II

Benelux

After Go Live

Support

Build SFDC EMEA Template

Build & test ERP Interface

April

Emerging

UK - IRL


HOW SATISFIED IS THE TENNECO END-USER


How satisfied are you regarding the following items?

Very

unsatisfied

Unsatisfied Neutral Satisfied Very

satisfied

Overal

Quality

X

Value X

In line with

the scope

X

Installation or

1st use

experience

X

Usage

experience

X


HOW SATISFIED IS THE TENNECO END-USER


Examples Very

unsat

isfied

Unsatisfi

ed

Neutral Satisfied Very satisfied

Account &

Contact

Management

Manage accounts, sales

information, contact

history, 360° view on

customer

X

Lead

Opportunity

Management

Log and manage

opportunities, qualification,

follow up by creating tasks

or events, enabling

management reporting

X

Activity

Management

Tasks, events, visit

reports, Lotus Notes

synchronization, full visit

reporting package

X

Reporting Dashboards, portal to

DWH, personal

dashboards and reports,

direct access to the TIP

X

How satisfied are you with the CRM solution regarding the INITIAL SCOPE?


... 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 the process steps in scope for first and next phases?

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.

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.

Use the standard analytics functionality to generate reports based on Salesforce.com data. Use a separate BI tool if

the data comes from different systems.

Instead of separately testing a Salesforce.com application, the set up is validated during functionality validation

Package Walkthroughs.

Avoid complexity in the final solution and project risks by using standard available functionality instead of initiate

customization.

20 © 2011 Capgemini. All rights reserved

Start to determine the scope and stick to it

Use small releases or project phases

Avoid dependencies with other system in a

first release

Only report on data available in SFDC

PWT in stead of testing

And… Start Small, Think Big, Grow Fast


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



KEY SUCCES FACTORS

Pilot Benelux 4 weeks implementation, high payoff

No Hard investment

and installation

Implementation and EMEA roll out of a salesforce automation solution

within 5 months

Small projectteam

Efficient and flexible. Doing a succesful large project with a small

team


Capgemini implementation

method

Iterative method and very interactive with

the business. Focus on the business, not on

IT.

dreamforce debrief - from 0 to 360 in no time with a crm cloud solution

Technology

application capgemini

project manager capgemini

project project kick

build project design

tenneco application

companyin collaboration

comin collaboration

customersin collaboration