MuleSoft's Approach to Driving Customer Outcomes
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Mulesoft outlines its unique approach to driving customer success through a structured delivery framework that focuses on business outcomes, technology delivery, and organizational enablement. The company offers tailored playbooks and support services for clients, helping them overcome common IT project challenges, streamline their operations, and measure success through KPIs. This comprehensive strategy aims to ensure that customers achieve their desired results efficiently while leveraging the capabilities of the Anypoint platform.
MuleSoft's Approach to Driving Customer Outcomes
- 1. All contents © MuleSoft Inc. MuleSoft’s approach to driving customer outcomes
- 2. All contents © MuleSoft Inc. Introductions 2 • Josh Rutberg – Senior Director, Customer Success – LOYAL3, Managing Director – Bain & Company, Partner • Jerome Delune – VP Services, Americas – SAP, various roles
- 3. All contents © MuleSoft Inc. Agenda 3 • Share MuleSoft’s approach to driving customer outcomes • Discuss how we help our customers along their journey
- 4. All contents © MuleSoft Inc.All contents © MuleSoft Inc. 10% % of IT projects that are delivered on time, on budget, and meeting the technical objectives • Lack of alignment around business outcomes • Lack of organizational enablement Common reasons for failure Source; The Standish Group’s CHAOS Report, 2011 and 2013 Only 1 of 10 projects succeed during delivery
- 5. All contents © MuleSoft Inc. MuleSoft has a unique delivery approach to make you successful and avoid those pitfalls
- 6. All contents © MuleSoft Inc. Developed and hardened through years of experience with 1000+ enterprise customers
- 7. All contents © MuleSoft Inc. Business outcomes Organization enablement Technology delivery Centered around 3 core pillars 7 Customer success
- 8. All contents © MuleSoft Inc. 6 paths for you to focus on 8 Business outcomes Technology delivery Org enablement Business outcomes Anypoint Platform Center for Enablement “C4E” Internal support Training Projects Establish the foundation Build to scalePlan for success Measure impact
- 9. All contents © MuleSoft Inc. Playbooks for each path for you to follow 9 Business outcomes playbook Anypoint Platform playbook C4E playbook Internal support playbook Training playbook Projects playbook Business outcomes Technology delivery Org enablement Establish the foundation Build to scalePlan for success Measure impact
- 10. All contents © MuleSoft Inc. The C4E foundation playbook, for example 10 Business outcomes playbook Anypoint Platform playbook C4E playbook Internal support playbook Training playbook Projects playbook Business outcomes Technology delivery Org enablement Establish the foundation Build to scalePlan for success Measure impact
- 11. All contents © MuleSoft Inc. Initial launch of Anypoint Platform including common services Refinements to Anypoint Platform configuration and common services Review platform KPIs Prioritize IT projects and quick wins Execute on quick wins and projects Review project outcomes Staff the governance teams Review C4E KPIs Determine roles required Conduct skills assessment Onboard MuleSoft Define internal support model Launch internal support team Publish self-serve materials and support guidance Monitor and manage Anypoint Platform Review support KPIs Measure business outcomes Align on business outcomes and KPIs Develop the governance and reporting plan Monitor and manage Refresh business outcomes and KPIs Establish reference architecture Build platform roadmap and implementation plan Schedule projects and staff teams Assess integration capabilities Agree on C4E as critical org enabler Evangelize C4E Drive consumption Agree on the C4E operating model Build and publish foundation assets Execute training plan Refresh training plan Train initial team Develop overall training plan Business outcomes Technology delivery Org enablement Establish the foundation Build to scalePlan for success Measure impact An integrated blueprint to achieve your outcomes
- 12. All contents © MuleSoft Inc. The MuleSoft team is here to help you Account team • Maintains the overall customer relationship • Ensures you have the right product, architecture and resource coverage to ensure you are successful Professional services • Deliver targeted service offerings and best practices to help you achieve your outcomes MuleSoft partners • Bring specialized experience and expertise to help you achieve your business outcomes MuleSoft customers Support Training Services Customer success Customer success • Helps you achieve your business outcomes by guiding you through the overall delivery process • Your conduit to MuleSoft to ensure your voice is heard Training • Offers role-based training and certifications enabling developers, architects and operations individuals to use Anypoint Platform Partners Technical support • Provides rapid resolution to technical issues arising from using Anypoint Platform Account team
- 13. All contents © MuleSoft Inc. Agenda 13 • Share MuleSoft’s approach to driving customer outcomes • Discuss how we help our customers along their journey
- 14. All contents © MuleSoft Inc. Build the 100-day plan Assess your internal capabilities Review project backlog to prioritize Begin building Anypoint Platform Build the first prioritized project It’s easy for you to get started Establish the foundationPlan for success
- 15. All contents © MuleSoft Inc. We have offerings to help you succeed Establish the foundation Build to scalePlan for success Measure impact Business outcomes Technology delivery Org enablement Catalyst Launch Catalyst C4E Foundation Catalyst Talent Foundation Catalyst Scale Catalyst Optimize Catalyst C4E Scaling Catalyst Talent Scaling Catalyst C4E Assessment Catalyst Skills Assessment
- 16. All contents © MuleSoft Inc. Catalyst Launch service offering 16 • Aligned set of business outcomes • Anypoint Platform deployed • 1-N use cases rolled out Catalyst Launch service offering includes customizable deliverables across all 6 paths that support each customer’s unique situation. It includes: • Functioning C4E • Internal support model • Training plan launched • Dashboards and KPIs developed
- 17. All contents © MuleSoft Inc. Case study – global medical device manufacturer 17 ● Challenge: audit compliance and recall management ● Backlog of 700 IT projects ● Outdated, paper-based product management ● Proliferation of systems and technologies from acquisitions ● MuleSoft professional services and customer success support them to: ● Built deployment roadmap aligned to business priorities ● Built C4E ● Implemented initial use cases ● Results ● Product Recall API implemented ● API’s now built in 1 week vs. 4-6 weeks ● Significant decrease in project backlog
- 18. All contents © MuleSoft Inc. IT projects prioritization 18 • MuleSoft worked with the customer to re-prioritize their IT project backlog: – Inventory all existing IT projects – Profile based on business impact, complexity, integration patterns – Re-prioritize based on synergies and re-usability 50% reduction in IT project backlog 50% reduction in IT project backlog, allowed customer to free up developer resources to work in high-growth initiatives.
- 19. All contents © MuleSoft Inc. Business Outcomes Technology Delivery Org Enablement Digital Transformation • New Products • Omni-channel • NPS Additional Revenue attributed to IT • New Mobile App • Customer upsell • Churn decrease Business Agility & Innovation • APIs exposed to third parties • Fail-fast Developer Productivity • Developer hours freed for projects • Time to MVP • E2E Time to deliver new services Technical Debt • Legacy P2P migrated to Anypoint Platform • Developer Hours spent on maintaining legacy CapEx/OpEx/TCO • 2017 vs. 2016 Capex Integration Spend • Contractor hours Platform Adoption % of new interfaces utilizing Anypoint Platform vs. legacy or P2P methods CI: CD Interlock % of code run through automated testing, deployment systems Return on Assets (Re-Use) Rate of consumption of core re- usable assets (System APIs) Project Backlog Project backlog clearance rate API Led Reference Architecture API Led patterns are default mechanisms for integration Number of Discoverable APIs Number of APIs available via Anypoint Exchange Common Services Consistent approach to logging, security throughout enterprise Defect Rate Rate of errors in sprint cycles C4E Core Team Core C4E Lead and contributors established C4E Consumers C4E consumption patterns in place Asset Creation Rate API creation and publish to Anypoint Exchange Asset Consumption Rate APIs consumed via self- service (Anypoint Exchange) Certified Staff Architects, Developers, Operations certified against plan Total number of hours training Total number of training hours or training credits burned against plan # of Brownbag or Lunch n Learn Sessions ‘API led’ workshop to evangelize the model and consumption patterns Support Cases Support Costs/Scalability metrics Rate of S1 and S2 support cases logged System Downtime due to code instability /brittleness Potential for Improvement Needs Improvement N/A / Not a priority KPI dashboard Success
- 20. All contents © MuleSoft Inc. Training plan / role-based paths 20 • Recommended training approach includes: – IT skills self-assessment – Agree on key roles and role- based learning paths – Certifications as benchmark – MuleSoft skills assessment
- 21. All contents © MuleSoft Inc. Communication / evangelism plan 21 • Make communication and evangelism a priority to drive platform adoption and success Sample Communica- tions and Evangelism plan
- 22. All contents © MuleSoft Inc. We work with you, “your way” 22 Customer P Embedded delivery Partner co-delivery Partner onboarding High-touch enablement Customer Customer Customer P A highly leveraged engagement… …in collaboration with partners (We enable you directly) We co-enable you with partners) (We are embedded as part of your teams) (We enable your partners)
- 23. All contents © MuleSoft Inc. In summary 23 • MuleSoft has a unique approach to make our customers wildly successful: – A recommended delivery approach, based on our cumulative experience – Offerings that are customized to your specific needs – Engagement styles tailored to you • If you have any questions please feel free to reach out directly to: – Josh Rutberg – Jerome Delune – Your AE – Your CSM
- 24. All contents © MuleSoft Inc. Don’t forget the survey 24 • Why take the survey? – Takes less than 2 minutes – We value your feedback and apply it when deciding next year’s content and speakers – Surveys = Prizes!! Earn 55 points for a chance to win $250 in cash prizes • See “Play To Win” in the Mobile App for details • Where’s my survey? – Log into the mobile app – Click “Surveys” on the Tool Bar – Find the relevant survey for this session slot
- 25. All contents © MuleSoft Inc. Thank you!
- 26. All contents © MuleSoft Inc. Business outcomes playbook • Agree and align on business outcomes and KPIs with key stakeholders (IT and line of business) Agree on business outcomes and KPI’s Develop the overall governance plan • Establish the governance team (e.g., Steering Committee) and members • Determine cadence of review meetings • Determine structure of the meetings including what is to be reviewed Staff the governance team • Staff the governance team Monitor and manage • Hold governance meetings to review progress • Refresh the business outcomes and KPIs Measure business outcomes • Measure the business outcomes and KPIs
- 27. All contents © MuleSoft Inc. Anypoint Platform playbook Build platform roadmap and implementation plan Deploy Anypoint platform including common services Establish reference architecture Refine Anypoint platform and common services • Build Anypoint Platform roadmap including MVP • Build implementation plan • Install Anypoint Platform • Build out MVP including common services (e.g., security, logging) • Refine the platform and common services (e.g., CI/CD, analytics) Review platform KPIs • Review platform KPIs (e.g., core usage, # of deployments) Build platform roadmap and implementation plan Deploy Anypoint Platform including common services Establish the reference architecture Refine Anypoint Platform and common services Review platform KPIs • Establish reference architecture including: -The various enterprise domains -Deployment architecture -Infrastructure architecture -Operational architecture -Reference security architecture -Environments model
- 28. All contents © MuleSoft Inc. Project playbook • Identify existing and planned IT projects • Analyze projects and prioritize based on: urgency, business criticality, required assets/APIs, re-use potential (i.e. assets within projects that benefit other projects, maturity of delivery capability, maturity of partners, etc.) • Prioritize projects based on staffing needs, business outcomes, timing and re- use potential (i.e. prioritize projects that will create assets that will accelerate other projects) Modify existing SDLC Schedule and staff IT projects Prioritize IT projects Review project outcomes • Modify existing SDLC to include re-use of assets and contribution of re-usable assets • Schedule projects based on prioritization • Ensure team staffing includes individuals trained on Anypoint Platform • Describe the role of C4E to project teams • Review and measure project outcomes
- 29. All contents © MuleSoft Inc. C4E foundation playbook • Assess capabilities across the following dimensions: -Strategy -Organization -Governance -Architecture -Delivery -Operations -Community & evangelism Assess the org integration capabilities Agree on C4E as critical org enabler Agree to the C4E operating model Build and publish C4E foundational assets Evangelize C4E Drive consumption Measure C4E KPIs • Agree on C4E as the conduit for enabling the organization and driving API-led connectivity • Agree on the purpose and the goal for C4E within the organization • Agree on the individual C4E team roles and responsibilities (e.g. C4E lead) • Determine staffing model (e.g., dedicated vs. virtual FTEs) • Agree on the funding model • Staff core C4E team • Educate and train the core C4E team on API-led connectivity and C4E • Build detailed C4E workplans for the team to execute on • Build asset feedback model • Define KPIs for measuring consumption, developer engagement and productivity • Configure Exchange the central collaboration hub • Build and publish initial set of reusable assets (e.g., API templates, common services, etc.) • Build initial set of best practices (e.g., coding & operating guidelines, common API patterns, etc.) • Define onboarding/ onramp process to enable developers to get started on MuleSoft, discover assets, and consume assets • Evangelize C4E and concept of re-usable assets (e.g., brown bags) to educate them • Onboard and enable project teams • Drive consumption of C4E assets to deliver projects • C4E team refines initial assets based on team feedback • Refine measurement plan for KPIs (e.g., how to gather data, how often) • Measure and report on KPIs
- 30. All contents © MuleSoft Inc. Internal support playbook • Agree that L1 support will be handled internally; L2/3 by MuleSoft Clarify that L1 support handled internally Determine the support operating model Staff, train and launch team Publish support guidance and self –serve materials Monitor and manage Anypoint Platform Measure support KPIs • Agree on the organizational structure for the support team and where it will sit (Can be part of C4E team or part of existing internal support team with direct line to the C4E team • Agree on responsibilities of this group • Agree on roles required and training required by role • Agree on key support KPIs to measure • Identify the team members • Train the team members • Launch the support team • Build and publish process flows for escalation process • Build and publish self-serve support documentation • Ensure broad access to external MuleSoft resources • Monitor and manage Anypoint Platform • Answer L1 support calls • Manage L2/3 escalations to MuleSoft • Measure KPIs
- 31. All contents © MuleSoft Inc. Training playbook • Determine roles required (e.g. developer, architect, DevOps) • Determine training for each role Determine roles required Train initial team Develop training plan for the organization Execute training plan Conduct skills assessment • Identify initial team by role • Launch initial training • Develop the training plan for each role including specific courses and course delivery • Launch the calendar of training classes • Conduct skills assessment to determine gaps in training classes and certifications Update training plan • Update training plan
- 32. All contents © MuleSoft Inc. How we can help: Customer success • Regular/ongoing check-ins • Technical and architectural guidance • Best practices guidance • Monitoring and reporting • Dashboards and KPI measurement • Driving re-usable asset consumption Customer success: • Helps customers achieve their business outcomes by guiding you through the overall delivery process • Is your conduit to MuleSoft to ensure your voice is heard Examples of support from customer success
- 33. All contents © MuleSoft Inc. How we can help: Technical support • 33 Platinum Gold Hours of operation 24x7 8x5 Response Time 2 hrs 1 business day # of incidents Unlimited 20 Technical support: • Provides rapid resolution to technical issues arising from using Anypoint Platform Support tiers available
- 34. All contents © MuleSoft Inc. How we can help: Training • 34 Defined training and certification paths for each role Role Anypoint Platform Development: Fundamentals Anypoint Platform Development: Advanced Anypoint Platform Development: API Design Anypoint Platform Architecture: Solution Design Anypoint Platform Operations: API Management Anypoint Platform Operations: Cloud OR On- Prem C4E Lead C4E API Architect X X X X C4E Anypoint Platform Architect X X X X C4E DevOps Architect X X X X X X C4E API Evangelist X X X API Architect X X X X Anypoint Platform Architect X X X X DevOps Architect X X X X X X Anypoint Platform DevOps X X X X X X API Consumer Training: • Offers role-based training and certifications to enable developers, architects and operations individuals to use Anypoint Platform
- 35. All contents © MuleSoft Inc. How we can help: Professional services • 35 Professional services: • Engages with customers to deliver specific outcomes through a combination of targeted service offerings and best practices Services engagements align with Catalyst offerings Establish the foundation Build to scalePlan for success Measure impact Business outcomes Technology delivery Org enablement Catalyst Launch Catalyst C4E Foundation Catalyst Talent Foundation Catalyst Scale Catalyst Optimize Catalyst C4E Scaling Catalyst Talent Scaling Catalyst C4E Assessment Catalyst Skills Assessment
- 36. All contents © MuleSoft Inc. How we can help: Partners Partners: • Bring specialized experience and expertise to help you achieve your business outcomes Partners across the globe with MuleSoft expertise Whether you are looking for system integrators, value added resellers, or training partners, visit MuleSoft’s partners page to learn more about our 400+ partners who are ready to help you achieve your outcomes.
- 37. All contents © MuleSoft Inc. Example Subtitle Title, Subtitle & content 37 • Example content bullets level one • Example content bullets level one – Example content bullets level two – Example content bullets level two
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- 43. All contents © MuleSoft Inc. Table 43 Header 1 Header 2 Header 3 Header 4 Header 5 Row 1 • Bulleted text • Bulleted text • Bulleted text • Bulleted text Text Text Text Row 2 Text Highlight Text Text Row 3 Text Text Text Text Row 4 Text Text Highlight Text Row 5 Text Text Text Row 6 Text Text Text Text
- 44. All contents © MuleSoft Inc. On a PC How to Install Fonts 44 • Navigate to the file in the “Verdana” folder • Double click on one of the files to open it. A new window will open that shows a preview of the font. • Click “Install” • Select “continue” if asked for permission • Repeat for all files in the “Verdana” folder On a MAC • Double click Macintosh HD on your desktop • Open folder “LIBRARY” then open folder “FONTS” • In a separate finder window navigate to the desired font folders you need to install: “Verdana.” Select this folder. • Hold “Option” while dragging the two font folders into the open “FONTS” folder above. This will install the font families in your Font Book on your Mac. TIP FOR BOTH PC/MAC: Once you’ve installed the fonts, close PowerPoint completely and re-start the program to see the fonts in the list of options.
- 45. All contents © MuleSoft Inc. Don’t forget the survey 45 • Why take the survey? – Takes less than 2 minutes – We value your feedback and apply it when deciding next year’s content and speakers – Surveys = Prizes!! Earn 55 points for a chance to win $250 in cash prizes • See “Play To Win” in the Mobile App for details • Where’s my survey? – Log into the mobile app – Click “Surveys” on the Tool Bar – Find the relevant survey for this session slot
- 46. All contents © MuleSoft Inc. Thank you!
- 47. All contents © MuleSoft Inc. subtitle Presentation Title
- 48. All contents © MuleSoft Inc.