Innovation Showcase: Top Healthcare Apps Built on Salesforce App Cloud

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Innovation Showcase: Top
Healthcare Apps Built on the
Salesforce Platform
Dr. Wolfgang Lippert
Head of Healthcare & Life Sciences EMEA
wlippert@salesforce.com

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1.1M+Service Hours
1%
Time
$96M+Grants
1%
Equity
26K+Nonprofit Organizations
1%
Product
pledge1percent.org
1:1:1 Philanthropic Model

Customer Success Across the Industry
 
PharmaceuticalsMedical Devices & Diagnostics
PayersProviders

Regulation Expectations
Aﬀordable Care Act (ACA)
71% of Millennials are
seeking support through
health apps *
76% of patients expect Life
Sciences companies to
provide Patient Services **
$17B: chronic care
management (CCM) Medicare
bonus
estimate for 2015
TechnologyLife Sciences is
Shifting
Toward the Patient
* Salesforce Connected Patient Report
** Accenture Study

Smart
Real-time, insightful
decision making
Everywhere
Care everywhere,
always-on wearables
 1 to 1
Targeted patient & provider
engagement
Become a Precision Life Sciences Company
Campaign Data HCP Data
Product Order DataTerritory Data
Patient DataSales Activity Data

Patient-centricity dissolves boundaries
HCPPharma
Integrated
Provider
Per Treatment
Push to Market
Therapy Outcome
Pull from Patient
Marketing Sales Services
Integrated
Commercial
Services
Product
Field Force
Service
Omni-Channel
Enterprise
Silo A
Enterprise
Silo B
Enterprise
Silo C
Siloed
Intra-Enterprise
Collaborative
Inter-Company

The Patient Success Platform for Life Sciences
A competitive advantage in the way you engage and innovate
Employee Physicians SpecialistsR&D Patients Partners
Wearables
EMR
Labs
Radiology
Devices
Apps
Connected
IT SystemsConnected
IT Systems
Complete
CRM
Trusted Multitenant Cloud
Scalable Metadata Platform
Open
Ecosystem
Patient
Rounds
Clinical Trials KOL
Device
Integration
Territory
Management
Claims Data
Industry
Solutions
Clinical Trial
Coordination
Care
Coordination
HCP
Engagement
Patient
Services
AnalyticsCommunityMarketingServiceSales Apps
Health Cloud

HR Help Desk
Employee Intranet
Recruiting &
Onboarding
Performance
& Coaching
IT Help Desk / Self-
Service Community
Legacy Applications
Consolidation
Enterprise
Knowledge
Identity Mgmt
Custom Web /
Mobile Applications
Business Agility
Layer (e.g. Claims,
Underwriting, …)
Asset & Facilities
Management
Financial Shared
Services
M&A Enablement
Early Warning
Management
Product Ideas &
Innovation
Pre-Production
Testing
Warrant Coverage
Decisioning
Procurement
Vendor
Management
Transportation
Logistics
Contract
Management
Budget
Management
Contract
Management
Pricing
Approvals
Audit
Management
Connect Every Department on One Platform
Apps
HR Product
Supply
Chain
ITFinanceOps
Regulatory, Legal &
Compliance
Speaker & Event
Management
Clinical Order &
Fulfillment
Reimbursements &
Grants
Clinical Trial

Rich Grogut
Director of IT, Emerging Technology

All about
Lilly is a global pharmaceutical company
head quartered in Indianapolis with
35,000 employees.
Lilly is centered around 5 Business Units:
Oncology, Diabetes, Bio-Medicines,
Emerging Markets and Animal Health.

Why we chose Salesforce/Veeva in 2010
§  In 2010, we started with
Veeva CRM on the
Salesforce Platform
§  Empowered ﬁeld-based
employees
§  Opened our eyes to the
power of the Salesforce
Platform
Simplified, standardized application with
improved usability, flexibility, and agility
Deliver 90
Countries /
4 BUs
High Run-
Rates
(licencing,
change,
support
costs)
6+ Legacy
CRM Tools
(Reduced
from 23 in
previous
Siebel
systems

Our CRM Journey: What we did… the success in numbers
For the ﬁrst time, the technology promise delivered the results!
•  2.5 years from kick-off to 16,000 users
live on Veeva CRM…
•  In 94 countries…
•  In addition a Global Medinfo Call
Centre built on Service Cloud…
•  In addition: a completely new Global
Master Data platform… and a
complete new Global Activity Data
Warehouse and Reporting…
Benefits:
25%
45%
3x
85%
15
lower cost vs legacy year on year
less staff footprint
quicker vs legacy
user satisfaction scores and NPS scores
25-100% improvement over legacy systems.
customisations only

Technology Disruption, an Emerging Threat
Health care is on the verge of a
technology transformation,
traditional company’s need to
adapt or risk becoming obsolete

User Expectations Changed Our Reality
Users expect instant access,
tailored experiences, and apps for
everything

Our Challenge
New Commercial Model
Deliver a customer relationship that is on equal terms,
enabling personalized content across multiple channels.
Services Beyond the Pill
Providing more than medication, through
companion devices and services.
Patient Support Programs
Offering patient services that improve
individual outcomes.
Next Generation
Development
Accelerating the drug discovery process,
reducing lead times for drug discovery.
FORCE.COM l HEROKU ENTERPRISE l THUNDER
Shared Identity & Data Model l APIs l Multi-tenant Cloud l Shield
AppExchange l Trailhead
NEW
NEW
NEW

Success on Salesforce App Cloud

Emerging Technology - The Journey
 In March 2014, we created an organization focused on Emerging Technology; scaling Mobile,
Social and Cloud Technologies in support of our IT Strategy.
 A service positioning the Salesforce App Cloud as an Enterprise Platform as a Service; enabling
App Dev across every value cycle.
MAY
2014
Timeline
JUN

Process

/
Build
Orchestra<on

8
weeks
Formalize
Organiza3on

Begin
working
through
ini<al

process
design
and
setup.

Early
Adopters
Scale
the
Service

Ci<zen
Developers

Early
Adopters
Start
Building

Just
6
weeks
aKer
kick
oﬀ!

First
Go
Live

First
applica<ons
go
Live

JUL
AUG
SEPT
OCT
NOV
DEC
JAN
16
FEB
MAR
APR
MAY
JUN
JUL
AUG
SEPT
OCT
NOV

GMP
&
Pa<ent
Facing
Org

Ci3zen
Developer
Org
Live

4
early
adopter
apps
live
in
30
days

GMP
Org
Go
Live

1ST
GMP
app
target
go-‐live
in
November

First production release July 2014
Our Results
 April 2015…
•  14 Applications
•  Healthy pipeline across all 5 BUs and all
Geographies.
•  12,000+ users live
•  16+ releases, moved to weekly cadence.
•  7 week cycle time from idea to first user.
•  Expanded to enable Citizen Developers
 September 2015…
•  25 Applications
•  Healthy pipeline across all 5 BUs and all
Geographies.
•  15,500+ users live
•  40+ releases, weekly
•  Successfully launched an Early Adopter
program for Citizen Developers – 4 apps live
•  Completed a second internal hackathon.

Force.com Key Value Proposition
Marketing
HR

Medical Systems Of
Differentiation
CORE

Systems
Of

Record

Systems Of
Innovation
Mobile
SocialOnline
System Momentum
Supply Chain
Service Cloud
App Exchange
Force.com
Collabora3on:

Informa<on
and
workflow
from

apps
is
aggregated
and
shared
via

ChaHer.

Back
Office:

Unlock
system
of
record
data
like

SAP
and
SharePoint
to
enable

increased
produc<vity.

Customer
Engagement:

Integrated
Sales,
Marke<ng
and

Medical.

Mobile:

Apps
built
in
the
Force.com

pla]orm
are
na<vely
mobile
and

social
for
any
device.
Time
to
Value:

Rapid
development
through
reuse

and
ability
to
deploy
ready
to
go

“apps”
via
the
AppExchange.

Innova3on:

Extend
the
pla]orm
through
the

Force.com
API-‐Centric

Architecture
and
Open
Standards.

Time
to
Value

Collabora<on

Customer
Engagement

Mobile

Back
Office

Innova<on

Value
Proposi3on

Let's take a look… Mercury
Customer Meeting Services
 Application to support end to end business
process for Customer Meeting Services
(Speaker management, Contracting,
Payment, Delegate Management)
 Leverages Force.com, SAP, Service Cloud,
Heroku, ExactTarget, DocuSign and
DrawLoop
Key Value Proposition:
§  Customer Engagement – creating a pull
for customers for DocuSign and web
services.
§  Mobile: fully mobile responsive
§  Back Office: Integrates with SAP and
other systems of record.

Pangaea
Collaboration Around Real World Data
 Portal for "Real World Evidence", making
research more robust, and more
collaborative
 Leveraged Force.com Communities to
optimize collaboration around research
§  Collaboration – creating a
collaborative tool to increase
productivity, reduce and remove
redundant data sets and facilitate
RWE projects.

Let's take a look… Safestart Stories
Taking Safety Awareness Social
 Leverages Chatter, builds conversations
around Safety Stories to drive safe behavior
into habits within the manufacturing
environment.
 Delivered fully tested application in just
weeks, under budget and ahead of
schedule.
§  Collaboration – creating a collaborative
tool to drive safe behaviors
§  Mobile – fully mobile responsive across
any device
§  Time to Value – delivered MVP in 4
weeks!

Let's take a look… MyBusiness
Real Data Insights
 Sales Rep focused solution; custom reports
provide actionable insights individualized to
each member of the sales team
 Leverages a custom-built UI to deliver the
insights needed in the most clear manner
possible
 iPad optimised
§  Time to Value – rapidly create forms in
minutes. Project delivered in 5 weeks!
§  Mobile – fully mobile responsive across
any device.

 People are your most important assets
•  Do you have the skills in-house today?
•  Or do you need to buy them?
•  What will the organisation look like?
Process:
  Are you already leveraging SCRUM Agile?
  Do you have Modern App/Dev processes to drive
Continuous Integration?
  Are they supported by the right tooling?
Sponsorship is also key
Organisation and People
Sponsorship
Technology

People
Process

Emerging

Technology

Technology: Set Standards - Global Services Org Architecture
Iden3ty

(Ping
Iden3ty,
SailPoint
IIQ)

Apps

Reusable
Packages

(AppExchange,
Custom)

Salesforce1
PlaTorm
(Core)

Integra3on
Services

(ETL,
ESB,
API)

Open
APIs

Data

(Structured
and
Unstructured)

ChaHer

Experience

(Lightning
UI)

Archive
Backup
Key:

Iden3ty
Layer

Experience
Layer

PlaTorm
Layer

Content
Layer

Salesforce1
PlaTorm

Founda3onal
Services

Iden3ty

Ping
Iden<ty

SailPoint
IIQ
(SCIM)

Integra3on
Services

Informa<ca
ETL

Fuse
ESB

CA
API
Gateway

Salesforce
Lightning
Connect

Heroku
Connect

Enterprise
App
Development

Many
applica<ons,
mul<ple

business
func<ons,
sharing

capabili<es.

Reusable
Components

AppExchange
Packages

Custom
Packages

Security
Model

Pla]orm
Base
Proﬁle

App
Permission
Sets

No
Role
Hierarchy

Group
Sharing
(AD
Sync)

App

01

App

02

App

03

App

…

Data
Model

Shared
and
App
Speciﬁc

Namespacing

 Business Outcomes:
1.  By making connections between an individual
patients condition and their broader life, we can
address their unmet needs and inspire better
outcomes.
2.  Drive customer engagement; move from multiple
channels to multi-channel. Backed up with insight
and actionable results.
3.  Enable a set of digital services, that internally
engage employees, and optimise productivity.
Enabling the vision of “always on, always
connected, work anywhere” ethos.
 Technology Enablers:
1.  Deliver a set of technology capabilities that can
enable patient engagement, built on a secure,
reliable and trusted platform: Force.com (Service,
ExactTarget, Heroku).
2.  Enable an integrated set of common technology
components and services that are required to drive
the digital economy at Lilly.
3.  Leverage a digital blueprint, orchestrated by
Enterprise Architecture, to establish and enable a
new set of IT services that can “power the
business”. Moving Lilly towards the Modern IT
Ecosystem.
Vision - Where are we heading?

No Silver Bullet: Digital Reference Architecture
Workplace
Uniﬁed
Communica3ons
Network
Produc3vity
Infrastructure
Founda3on

IT

Automa3on

Containers

Source
Code

Management

Con3nuous

Integra3on

Security

Scanning

Automated

Tes3ng

Monitoring

Integra3on
Fabric

Authen3ca3on,
Authoriza3on,
Accoun3ng,
Reconcilia3on

General
Purpose
Deliver
Content
Manage
Content
Systems
of
Record

Atomic
Design

Polyglot
PaaS

IaaS

Private
Cloud

SaaS
Declara3ve
PaaS

Public
Cloud

Informa3on
Services

Polyglot
PaaS

API

API

API

API

Applica3on

Lifecycle

Management

Discovery

Portal

Social

Collabora3on

Reference

Architecture

Documents

Key:

Iden3ty
Layer

Experience
Layer

PlaTorm
Layer

Content
Layer

DevOps
Tools

DevOps
Tools

Used
to
automate
development,

tes<ng
and
security
and

documenta<on.

A
blueprint
of
enterprise
capabili<es
that
have
been
speciﬁcally

posi3oned
to
align
with
the
IT
Strategy.

Goals:

Speed
to
business
Value,
enterprise
reuse,
lower
TCO
and
improved
UX.

Force.com
and
Heroku

Public
Cloud
App
Pla]orms.

5 Key Learnings for Enterprise Transformation
March-‐May

2014

July
August
September
October
Timeline
November
December
February
March
April
June
January
2015

1.  Establish Expectations and Buy in: “enterprise transformation” doesn’t happen over night… set clear
goals, and measure the journey. Be clear on what you can and can’t do. Find those interested in the
bigger picture.
2.  Early Adopters, and Quick Wins: Get moving as quick as possible, don’t build in a vacuum. Look for
Early Adopters that can work with you and celebrate quick wins together as a means to build buy in.
3.  Organizational Change Management is often under estimated. Use a variety of tactics, including
“hackathons” to drive a healthy Citizen Development program.
4.  Clear Architecture and Technology Positioning: Salesforce is one technology, not your only
technology. Leverage a set of principles to ensure a common framework across technologies, reducing
friction and integration cost across the enterprise.
5.  Delivering rapid time to value is not achieved through an immediate “sprint”. Speed up release cycles
over time, build confidence and drive a continuous improvement program.
Best Practices for your enterprise

The journey to a Modern IT Ecosystem
World Class IT
A heritage of World Class IT!
Health Care Revolution
Technology transformation, coupled
with the shifting of user expectation.
Modern IT Ecosystem
The Modern IT Ecosystem journey
encompasses technology and culture,.
Technology Strategic Accelerator
Positioned as an enabler of new business
models
History + Future
Learning from our history, define
our future….
Making Life
Better

Innovation Showcase: Top Healthcare Apps Built on Salesforce App Cloud

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