Salesforce Essentials Helsinki 10.5.2017 Innovation Track2
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1. Industry vertical Salesforce solutions expand the functional and strategic footprint of Salesforce ecosystem solutions by providing more industry-specific functionality and processes. 2. Transformational programs can be executed faster and more incrementally using agile methods in the cloud by leveraging industry vertical solutions on the Salesforce platform. 3. Skilled resources will be in high demand due to the rapid growth of both industry vertical solutions and cloud-based solutions, which provide pre-defined processes, omni-channel capabilities, and other benefits like decreased training time and more operational efficiency.
Salesforce Essentials Helsinki 10.5.2017 Innovation Track2
- 1. SALESFORCE ECOSYSTEM AS A STRATEGIC BUSINESS PLATFORM IN TELECOM AND INSURANCE Thomas Stenius Accenture Cloud First EALA lead for CMT Frederic Schmeler Vlocity Industry Architect Lead EMEA May 10, 2017 GROWTH STEP-CHANGE
- 2. ACCENTURE SNAPSHOT $32.9 Billion in Annual Revenues 394,000 Employees 40+ Industries Served 200+ Locations across 55+ countries serving clients in more than 120 countries 150+ Powerful alliance network of market leaders and innovators 5,000+ Clients All 100 of our top 100 clients have been clients for at least five years 98 of our top 100 clients have been clients for at least 10 years 94 of the Global Fortune 100 75%+ of the Global Fortune 500 50+ Delivery Centers across five continents, offering services in 39 languages Global Salesforce Leader Named the Salesforce leader by analysts Forrester, IDC, HfS and CapioIT +1400 Salesforce projects globally +9500 Salesforce experts globally +100 Salesforce experts in Nordics
- 5. Sales Service Marketing AnalyticsCommunity Apps Commerce IoT Quip force.com HerokuAppExchange +3200 apps Data Management Platform CRM Data IoT & Social Data Platform Applications AppExchange Predictive Analytics Machine & Deep Learning Natural Language Processing Salesforce ecosystem: Worlds leading omni-channel Customer Engagement platform (SaaS) and largest B2B apps ecosystem built on force.com (PaaS)
- 6. Moving towards Industry Vertical solutions will increase the functional footprint and strategic position of the solution Vertical Industry specific Salesforce ecosystem solutions Telecom Industry agnostic Solutions & projects Vertical Solutions Backend systems SystemsofEngagementSystems ofRecord Salesforce apps only Functional optimization Salesforce + CPQ/other Business optimization Salesforce + Vertical Strategic & Transformational Horizontal Industry agnostic Salesforce solutions Horizontal+ Industry agnostic SF ecosystem solutions Insurance Pharma Custom applications
- 7. Cloud as key enabler and central lever to unlock trapped value Telecom operators are Shifting Rapidly to Cloud-Based CRM/BSS Platform Source: 2016 Telecoms.com Survey of Communications Service Providers Copyright © 2017 Accenture All rights reserved. 7
- 8. The evolutionary journey of a Telco IT architecture Customer always being at the center from different angles, but evolving CRM CentricBilling Centric Monolithic Billing & Asset Based Order Mgmt. CRM Billing 1995-2005 2005-2015 Digital 2016-2020 Systems of Insight Infrastructure & Network Systems of Record Systems of Engagement 3rd Party/OTTConnected Objects Copyright © 2017 Accenture All rights reserved. 8
- 9. Helping Telecom Operators to shift to BSS@Cloud Accenture EAGLE is a key enabler to drive the shift to Cloud Omni Channel Customer Engagement Omni Channel Sales & Customer Service Order Manager Online Charging System Integration ConnectorsBilling Infrastructure & Network OSS Systems of Insight Other BSS 3Party/ Other Channels Eagle CORE Eagle Extentions Not in Scope Legend: Digital Systems of Insight Infrastructure & Network Systems of Record Systems of Engagement 3rd Party/OTTConnected Objects Copyright © 2017 Accenture All rights reserved. 9
- 10. INTERACTION Vlocity Industry Cloud Platform DIGITAL Mobile Portals Contact Center Wrap Up INTEGRATIONSERVICES CPQ EPC Order Mgmt Contracts Rating INDUSTRY OBJECTS ANALYTICS Intelligent Action Vlocity Intelligence Guided Sales & Service Transaction Vlocity OmniScript Summarize Relationship Vlocity Cards Search & Authenticate BACK OFFICE Claims Admin BillingPolicy Admin Accounting Vlocity DataRaptor Desktop` Intelligence FulfillmentSubscribers
- 11. Vlocity Extends Salesforce via Industry Business Processes One & Done Service (Guided Service) Deliver the Perfect Order (EPC + CPQ + COM) Capture the Perfect Order (CPQ + Guided Selling) Concept to Launch (EPC + CPQ) Future Products Distribution Management Omni-Channel Insurance Policy/Plan Lifecycle Mgmt Policy/Plan Acquisition Future Products Broker Portal Large Group & Custom Plan Quote-to-Card Small Group Quote-to-Card Individual/ Medicare Quote-to-Card Future Products Complex Case Management Provider Management Social Housing HHS Case Management Future Products Analytics, Click Stream Tracking & Mobile Industry-Specific Data Model, Web APIs, DataRaptor Industry Console, Process Library, OmniScript for Guided Interactions Future Products Communications Insurance Health Insurance Public Sector Enablers
- 12. • Customer service • 70% less agent training time • 60% fewer fields in agent portal • 41% increase in agent NPS • Sales • 55% faster order entry • 30% more leads • 10% higher field service upsell • IT • 25% reduction in infrastructure costs • 20% reduction in development and customization costs • $1m annual savings on platform upgrade costs Sky Italia Transforms the Omni-Channel Customer Experience with Vlocity and Salesforce.com • Pay TV provider in Italy with 4,7 million customers • Introduced Salesforce and Vlocity to replace Siebel CRM and to improve agility of customer service and sales during economic downturn • Vlocity / Salesforce deployed to 7600 users: • 3500 contact center agents • 2900 sales people • 1200 digital service agents • Successfully implemented Salesforce & Vlocity for B2C Customer Acquisition, Service and CPQ • Sales & service reps using a single console integrated with 40+ legacy systems BenefitsTransformation “Right now, we have managed eight seamless Salesforce upgrades without any extra cost. The move to Salesforce and Vlocity was based on needing to achieve greater process efficiency and maximise the one-click case resolution. We wanted more agility with faster time to market for our commercial offering, and we needed to create a unified customer experience across all channels.”
- 13. CONFIDENTIAL – Vlocity, Inc. © 2017 All rights reserved. B2B & B2C Customers Served100M #1 Fastest growing AppExchange Company (out of ~3,700) 222 Employees v7 v14 v13 v9 v5 v3 v1 v4 v6 v10 v11 v12 v15 v2 v8 Salesforce Top Strategic ISV 2014 • 2015 • 2016 Salesforce Preferred ISV for Comms 2014 • 2015 • 2016 Leading Industry Cloud Company Awards: TM Forum, SFDC, CRM Watch List, Computerworld Best Places to Work and more Vlocity has gained a significant customer base in a very short period of time – Strong track record in both Telecom and Insurance CONFIDENTIAL – Vlocity, Inc. © 2017 All rights reserved.
- 15. An Insurance Omni-Channel Customer Journey Market Nurture Sell & Apply Service Customer call into call center After some fact finding, products are selected and rated for the customer CSR uses dynamic offers to upsell the customer CSR is guided through the process CSR picks up abandoned process, stated by customer on other channel CSR verifies customer Agent can finalize the quote or create an application Analytics are used to understand how processes are performing.. Analytics CSR has access to full 360o view of the customer
- 16. SUMMARY 1 Industry vertical Salesforce solutions expands the functional and strategic footprint of Salesforce ecosystem solutions 2 Transformational programs can be executed faster and stepwise utilizing agile methods in the cloud 3 Skilled resources will be in high demand due to rapid growth of Industry vertical solutions (industry and cloud) 4 Key business benefits: • Omni-channel capabilities • Pre-defined processes • Decreased training time • Operational efficiency • Faster & lower IT costs • Continuous innovation