Salesforce Services
Agenda
Corporate Overview
Services Capabilities
Services Overview
Technical Expertise
Clientele/ Partners
Engagement Model
Success Stories
Corporate Overview » Premier information technology services organization with headquarters in Irving, Texas and a global delivery center in Hyderabad » Over a decade of experience helping clients utilize technology for strategic advantage » Over 230 employees across the US and India » Strategic alliances and partnerships with a vision to provide cutting-edge technology with high-quality delivery » Trusted technology partner for global clients spanning several industries
Services Overview » Advisory Services » Implementation Services » Integration & Migration » Support & Maintenance » Offshore Services » Resource Services » User Adoption Training Google cloud
About Client » Portfolio Overview » Enterprise Systems Landscape » Current & Future SFDC Needs » Priorities for next fiscal » Vendor Management Process
KAIROS - SALESFORCE.COM
We Provide Connected Solutions & Process oriented design . Increase Brand Loyalty.
Increase Revenue Growth & Improve Return on Investment.
Devise unique Solutions for challenges.
Increase Customer experience.
KAIROS ECO SYSTEM
Improve collaboration between communities.
Enable Customer intelligence.
Increase ranking through voice of customer.
Improve employee performance.
Our Solutions
Sales Cloud Portals, Mobility Service Cloud
Integration s& Interfaces Platforms & Custom Application s
Marketing Cloud Analytics
Chatter Communitie s
Security & Migration s
Services & Engagement Model Advisory Architecture Application Development Application Management
Engagement Model ( On-Site, Off-Site, OffShore) Managed Services
Fixed Price
Time and Material
Integrations & Migrations User Adoption & Training
Kairos – Approach / Framework UI/ Usability “USER EXPERIENCE”
GUI Toolkits
Migration & Business Transformation Solutions
Strategy. Roadmaps, Standards
Design, Development & Deployment
Design Frame work
Integrations
Connected Clouds
Solution & Strategy
Security
JS Frameworks
Mobility
Migration Tool kits
Development standards
Process Oriented Strategy
Data Security
Process Analysis Framework
Integrated Strategy
Application Security
Visual Design
Application Analysis Tools
Security, Connectivity, Accessibility Approach
Application Framework
Platform oriented Strategy
UI Widgets
Connected APIs
Adoption kits
Integration Solution Framework
Migration tools
Training
Management & Deployment Tools
Cloud to Enterprise
Consumer/Customer/ Enterprise oriented solutions
SSO Frame work
Authorization Frame work
Business Transformation/ Application Transformation
KAIROS SFDC CoE PROFILE VISION
“The best value provider of cloud eco system services and solutions that are usable, realistic, innovative, motivated, consistently followed, measured and communicated solutions"
Our Experience • • •
People
Implementation experience since 2010 30+ projects for over 30 clients Salesforce, Cloud and Cloud Eco System.
•
125+ active Consultants in engagements
•
65+ Salesforce & other certified consultants
Services Offered • • •
End-to-end offerings Advisory, Strategy and Roadmap Migration & Assessment
• • •
Alliance
Implementation & ISV partnership with Salesforce Go-to-market and business development Implementation & Integration partnership with Insideview
Key Clients • • • • •
MoneyGra m Jason’s Deli Dr. Peppers Essilor Buffalo
• • • • •
American Airlines TJ Wesnidge Beryl Health Intrawest Nokia
Expertise • • •
Implementation & Integration Application Management User Training
• • •
Functional Areas : Call Center, Sales, Marketing, Supply Chain, Demand Management, Finance, Accounting, Analytics Industry : Transportation, Insurance, Telecom, Manufacturing, Retail, Automotive, Life Sciences, Entertainment, Food & Loyalty Assets: 5+ Assets, 9+ partner products Project/Activity management, Quoting Solution, UI Tools
Kairos - Key Differentiators Strong Governance Structure backed with
PRINCIPLES
Executive commitment to all
“We Commit, Collaborate & Communicate with our customers”
stakeholders
Business & Industry know-how • Resources with strong experience in various industries & business verticals to leverage experience in functional and technology landscape from past projects
Technology Leadership on a wide range of platforms
• Breadth and Width of Experience in Implementing and Maintaining Salesforce Applications • Experience in Implementing and Supporting B2B and B2C cloud applications • Strong Salesforce integration experience with wide range of technical solutions • Long standing alliances with various product vendors in the CRM, BI and Cloud space
Continuous focus on cost efficiencies through continuous process improvement Flexibility and transparency in all aspects of engagement
DESIGN & DELIVERY PRINCIPLES “…We see that our structures, processes, and systems support the Customer Needs.”
DIRECTION/VISION “... The best value provider of cloud eco system services and solutions that are usable, realistic, innovative, motivated, consistently followed, measured and communicated solutions”.
BUSINESS CAPABILITIES “…I understand what our customers key differentiating short-, mid- and long term requirements are. ”
STRATEGY & STORY “…We understand what our customers Needs & Strategy means to Kairos. ”
Experience Ecosystem
ECOSYSTEM
Nokia
Jason’s Deli
Sales Cloud, Partner Portal, Siebel transformation, SAP Integration
Beryl Health Salesforce Intranet application (Notes to SF). Call center App
Legal, Chemical & Hi-Tech
Loyalty, “Quotes to Cash” and Products
B2B B2C
Finance & Accounting
Data.com API Consumer Community Loyalty Management Sales. Pre-Sales
KAIROS Back office, HR, Contracts,
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Salesforce.com Force.com Cloud Eco System Integrated Clouds Analytics
Supply Chain/ Demand Fulfillment
Marketing, Collaboration
Care, CRM, Service Loyalty
Consumer Goods & Retail
Harris Broadcast, Sales & Service Cloud , Intrawest
EXTENDED ENTERPRISE
Armstrong Custom Quotes, Sales Application, Migration from Sales Logix
Troy Manufacturing Wesnidge
operations, Supply chain, Inventory Solutions
Some of our successful case studies Service Cloud
Service Cloud
Migrate from Siebel to Sales Force
End to End Service Management
Benefits from latest technology Savings Integration solution Improved customer/ employee satisfaction
Chatter
B2B RETAIL PORTAL Retail Collaboration Savings from coordination Proactive management
Call Center & Service Management Automation Self-service enablement
Sales Cloud Direct Sales Management App Exchange Custom Apps
Partner/Employee Collaboration enablement
Chatter
Communities & Chatter Partner collaboration Internal collaboration Partner empowerment
Service Cloud Interfaces & Integrations Sales Force, SAP, People Soft, Oracle Asset Management & Custom Applications Savings from Thousands of hours of manual work
Sales Cloud Intranet Savings from license fees Employee satisfaction
Sales Cloud Sales Cloud/ HR App, Back-office Apps Centralized information Internal & External collaboration Streamlined processes Savings from automation
Direct Sales Process – Sales Cloud Sales user,
Proposal Sales Users Distributors/ Resellers/ Service Providers
Campaigns
IST Leads
Opportuni ty
Sales User
Salesforce
Leads
Trigger Create
Opportunity Managemen t
JOB ORDER
Qualify Prospecting
Nurture Unqualified
Qualification
Open
GO/No-Go Sales Director
Discovery Analysis
Proposal/ Price Quite
Eloqua & Marketo
• Email Campaigns • Closed loop marketing • Web Campaigns
Won
Submission/ Decision
Proposal
GO/No-Go RFP Director
GO/No-Go Gist Lost
Negotiations
Contract Review
GO -- SUB
Submitted
No - Go
Sales Cloud – Sales Management Lead to Quote
Territory Management Global
Region1
Region2
Account
Region3
Region3
Campaigns
Lead Conversion
Sales Teams Account Teams
Quotes/ Proposals
Opportunity
Leads
Contact
Leads
Quote to Cash
Opportunities/ Deals/ Quotes Opportunity
Forecasting
• •
Forecasting Pipeline Forecasting
Revenue Forecasting
Quote
Collaborator Forecasting
Demand Forecasting
Supply Forecasting
Configure/ Price/ Quote Proposals
Contract
• •
Contract Management Agreements
Revenue
• •
Revenue Management Revenue Splits
ERP
Communities and Cloud Communities (Partner/ Customer/ Employee)
Sales Cloud
Service Cloud
Listen & Analyze
Collaborate
Force.co m Platform Connect & Sell
Marketing Cloud
Service & Engage
Ideas & Engage
Chatte r
SALESFORCE SERVICE CLOUD - CRM Knowledge/ Articles
RMA
Salesforce
Oracle
Manufacturing/ Repair centers RMA
Verizon (VCC) Telephony System
Verizon CTI - Softphone
Informatica
Biztalk Interface Case
Bug Syste m1
ORACLE
Rest API
On-process Return Tracking
Assets / Oracle
Peoplesoft
Informatica
Case Management
Repair / Return Process Contracts
Repair/RMA Management
Asset Management
Assets
Assets Manufacturing
Entitlements
Orders
Repair DB
SAP
Entitlements/ Agreements
Case Management
Return Materi al Authori zation
iframe
Oracle Ebiz Service Order Interface
Informatica
Business Challenges Outdated Siebel CRM (Unsupported version) Broken Service, Repair and Entitlement Management processes & Solutions Operational, Process and Data inconsistencies causing revenue and efficiency drain Lack of partner/customer portal
PEOPLESOFT Solution • Business Entities – Contact, Account, Cases, Repairs, Entitlements, Agreements, Assets and Knowledge • Repair integration with Repair entities, Manufacturing entities, Oracle asset master and 3rd Party repair tracking company • Case, Collaboration, Service Cloud for partner and customers, self-help portal, entitlement management • Salesforce Chatter implementation • Call center & Telephony Integration • Salesforce Chatter implementation • Data migration from Siebel to Salesforce.com • Integration using informatica between other back office and corporate systems
SALESFORCE CRM – ASSETS/ REPAIR/ RMA Asset Management
Entitlements/ Agreements
RMA
Service Cloud Asset Management for Service Cloud
Master Data
ORACLE/ PS Orders
Direct Customer SALESFORCE 4 Close-loop process
1
Missing – Assets to CRM
-Assets/ Shipment/ -Repair/Replacements
Business Challenges
Broken business process & technical solution Lack of service oriented architecture approach Business silos causing information duplication and stale information track Lack of communication between internal and external systems
2
MFG MFG MFG MFG MFG
MFG 3 Assets – Closed loop approach
Solution • Business Entities – Service, Orders, Manufacturing, Repairs & Shipping • Closed-loop assets approach for service cloud • Centralized and Integration assets (In-stock, Installed and In-repair) tracking • Inventory management system integration • Repair & Manufacturing center integration • Centralized asset management through integrated approach
SALESFORCE – PARTNER PORTAL Single Sign-on Partner Sales Portal User
Sales Portal Leads Chatter
Opportunities Content Articles
Identity Provider
Training RSS
Corporate Employee/ Customer Directory
RSS Feed • •
Google Ajax Feed API Subscribe & Unsubscribe Training Portal
Employee – Sales Portal User
• • •
External Training Portal Learning Center Certifications
Partner Portal implementation for major telecommunication company. To accommodate Leads, Opportunity Management, Deal qualification process, Training/Learning access, Content Management capabilities. • Single Sign-on – Internal identify provider and corporate Customer and Employee Database • Enterprise and External RSS feed for user • Training and certification portal access using SSO… Information exchange between systems to validate the partner accreditation • Leads & Opportunity self-management for partner users.
Sales, hr, recruitment, professional services & contract management Oppor tunity
Accou nt Job Order
Place ments
Opport unity Contr acts
Account Direct
Contr acts Candid ate
1099 Contractor Agreement
Job Science AppExchange App - Inquires, Interviews, Resumes, Placements
• • • • •
• • •
Staffing Managed Vendor Ship
Fixed Not to Exceed T&M
Placemen t
Service Provid erContract • MSA PO • •
Manage d
Types
Account In-Direct
Box.com
• • • •
1099 Corp-to-corp W2 Rest (W2) Candida Team te
Docusign
SOW Document Types
Contract Management Custom Application
Direct Sales Management – Professional Services – Salesforce Sales Cloud Recruitment for engagement – External and Internal Resources – Salesforce AppExchange App – Job Science Resource Management - Salesforce AppExchange App – Job Science Contract Management – Salesforce custom application Project/Program Management – Salesforce custom application
Project
User Project Resourc e Opportunit y Contract
Log Milesto ne Time
Resource Task
Expens e
Project/Activity and Time/Expense Management
Weekly Time Project Card Weekly Expense Project Card
B2B RETAIL Community Identit y management Self registration
Content management
B2B Retail portal
Login
System management
Mobile Devices
Retail KPIs
Metrics
Retail Comm’s
QlikView Reports:
News
• Sell-out data (value and volume)
Events
• Chain Traffic • Basket Analysis • 360- degree View of Customer
Newsletters Downloads Product info Marketing material delivery
Franchise Academy
Rewards Sales registration Service Calls Training, survey etc registration Claim rewards Leaders Board Point status Store Level Rewards Guidelines
•
•
Person, user and company data management
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Profiling content per country, restaurant chain, segment and user
•
Authorization data management
•
Content creation and publishing
•
Web offering management
•
Translations
•
Solution usage metrics
•
Performance metrics POS material ordering
Survey
In-store, On-thejob & Classroom trainings
Surveys that are integrated to portal UI
Catalog
Certification programs
Survey creation
•
Self-mgmt of learning
Integraation with POS System
Data gathering
•
Tracking learners’ scores
•
Delivery of elearning content
•
360 Degree View of Franchise
•
Survey delivery Reporting
Order management
SALESFORCE – SOA & INTERFACES/INTEGRATIONS SALESFORCE Campaigns/ Leads Eloqua
API
Web Service API Publish & Subscribe External System
Opportunities
SAP ETL based Message Transfer (Ex: Informatica)
Quotes Renewals/ Service Requests
REST API Outbound Messaging
Repairs Customer
Message – Emails Or Salesforce to Salesforce
Repair Status
Asset Master Oracle Shipping & Delivery – External System
Peoplesoft CRM (RMA) View into Peoplesoft CRM using either iframe or SSO
• Service Oriented flow of application components, Data and User Interactions • Accommodating business process flow • Business Service transition using integrations, single sign-on. API calls, Messaging, Batch integrations, iframe, AJAX calls. • SOA within Salesforce boundaries • SOA utilizing systems within business solution ecosystem.
Salesforce & Integration Microsoft Great Plains
Google Apps/ Amazon Web Services
Ruby on Rails Apps SAP ERP
RDBMS Systems Integrations
KAIROS SALESFORCE INTEGRATIONS
Informatica/ Dell Boomi and Other ETL
Social Networking App Integration (Linked In, Facebook, Twitter)
PeopleSoft Apps
Mobile Apps Integrations Goldmine CRM, Dynamics CRM
Kairos- Salesforce Certifications
62
18
42
15
4
4
20
NEXT STEPS
DISCOVER Y SESSION NDA ENGAGEMENT
PROPOSAL S& AGREEMEN T
PROJECT PLAN (AGILE OR WATERFALL )
COMMUNITIES & CHATTER Alumni Community
Student Community
Donor Community Employee Community
Salesforce Cloud
Resource Relation management
SSO & Security Integration Chatter
Employee/PS Admin
Activity, Communications, Email conversation
THANK YOU