Salesforce.com capability Deloitte MCS Limited. All rights reserved.

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6 Gartner: Magic Quadrant for CRM Service Providers, Worldwide, 2013 IDC: Global salesforce.com capability

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13 Basic Reporting & Analytics Inventory Campaigns Opportunities & Quotes Briefs & Proposals Event App Leads Contacts Sales & KPI reporting Products Accounts (hierarchies) Orders Order to invoice Contracts Mobile Devices Geo-mapping Social Media Integration Pricebooks Bookings Advertising Content Activities & Chatter Agencies (hierarchies) Benefits & Compensation 13

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15 External-Facing Force.com Technologies Boundary Systems 15

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17 Surveys 17

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23 A unique and multi-layered alumni management system Brief The BRIT School is a unique performing and creative arts institution in the UK, whose alumni include performers and production staff. As the school prepares to celebrate it s 25th anniversary it has an ambition to more actively engage with its alumni. Alumni data had previously been stored in separate systems and a new, modern solution with specific education requirements was needed. Solution We worked with the alumni and external relations teams at The BRIT School to identify the key functionality required. The Deloitte team designed and built the solution focusing on the principles of simplicity and usability. We configured Salesforce.com to enable the creation of layers of detail and connections between people that could be easily managed by the school s IT team. \ Results The entire engagement was completed in four weeks, including cleansing and loading the data of alumni and industry contacts. The BRIT School now has a single system capable of storing, tracking and managing interactions with their contacts. 23

24 Salesforce implementation across four brands at LeasePlan UK Brief With LeasePlan Group implementing SFDC globally, LeasePlan UK were looking to create their own bespoke system to increase consistency in their sales processes. Solution After understanding the current data and systems architecture, we captured business requirements and mapped existing sales processes to fit with the new system. We then implemented the Salesforce.com Sales Cloud across three of four LeasePlan brands (LeasePlan, Automotive Leasing and Network) for both the New Business and Account Management teams. The system was also modified for use with the Salesforce1 mobile app, ensuring that end-users had the functionality they needed on-the-go. Results The changes resulted in more defined and standardised sales processes, and a reduction in the number of systems used for data and customer management. 24

25 Streamlining processes and extending Salesforce capability Brief WildHearts is an innovative small business of only 13 employees, distinguishing themselves through their values and exceptional service. The goal of our work with them was to optimise processes and develop their Salesforce capability. Solution We helped streamline their processes and expand their existing Salesforce.com instance to cover sales, case management and exec reporting, delivering real, tangible value. Less time held back by technology, more time with customers, enabled by technology - transformative for a business that strives to put customers at the centre of what they do. Results Through our work supporting WildHearts, we ve seen (and helped enable) the transformative effect technology can have for small business. Benefits have been greater than expected and have included enhanced mobility, more processes and activities enabled, better reporting, a 360 view of the customer, more management insight all built on a scalable and flexible platform. 25

26 A centralised solution for sales, service and customers Brief To support their growing global business, Powa asked Deloitte to implement a centralised global solution for their sales and support teams as well as their customers. Solution Following an agile methodology using our unique Tracker tool, we implemented three Salesforce.com products consecutively: The Sales Cloud in eight weeks The Service Cloud in four weeks A fully customised branded Customer Community in eight weeks Key functionality delivered: Account & Opportunity Management Case Management & Service Level Agreements Knowledge Management Chatter Answers & Ideas Results The solution enabled their sales and support people to build a complete view of their relationship with customers whilst allowing their customers to access self-service tools. 26

27 Optimising an existing Salesforce system and re-energising the commercial users Brief Having used salesforce.com for three years, the Guardian recognised that they have not made the best use of the system in their 250+ sales organisation. They wanted help to optimise their existing system and embed its use into their business Solution We worked with the Guardian to understand future sales team objectives around sales management, opportunity pipeline consistency and visibility, collaboration and objectives for system use. We then gathered these requirements to simplify salesforce.com, and focussed on capturing important customer and opportunity data to provide real time actionable business intelligence. Our bespoke and highly interactive engagement and training programme ensured immediate buy-in, with sales representatives helping to drive training and adoption. Results The project aligned the existing disparate sales process into a single pipeline, with seven stages to provide visibility across sales teams and international markets. It also delivered standardised training to all 250+ users. This programme has delivered greater adoption of the system, and provided increased visibility of opportunities and pipelines. 27

28 Using SFDC to help Sixt become a customer-centric business Brief Sixt is one of the leading car rental providers in western Europe, and a market leader in Germany. They were looking to transform their business into a customer-centric organisation through the implementation of Salesforce.com. The key objectives of the project were to improve sales (using a streamlined sales process supported by SFDC Sales Cloud), and to increase customer satisfaction (using a Customer service solution built on Salesforce.com). Solution Initially, the sales processes across 7 countries were defined for all products and sales channels. An agile project approach was then used to implement a Salesforce.com solution. Results Sixt now have a common sales process across 7 countries. They have benefited from a 360 view of the customer on one platform, giving them improved sales and customer insight, and customer satisfaction. 28

29 Field service and sales to 12,500 users globally Brief Roche Diagnostics were looking to transform their sales, field service and contact centre operations to support their operations globally. Solution We mobilsed and trained a joint team in agile design and build principles working with salesforce.com and field service provider GMS. Through a six-week blueprint phase we led joint design of sales and service processes, and built a system to support the new ways of working. The project principles of simplicity, prioritisation throughout, and full collaboration across multiple teams are upheld. Our unique project management tool, Tracker, keeps three parallel sprint teams, designers, process owners and stakeholders across multiple countries continually up to date with the project success. Results After the six-week blueprint and nine sprints, the project team is currently working towards the first go-live for sales. 29

30 Establishing a Force First strategy for development at Lilly Brief With four 5,000+ seat force.com native applications in their business, Lilly wanted to know whether they should move all IT innovation and development onto a force.com platform. Solution We interviewed stakeholders from every area of the business to identify where application development was required, and where there was a natural fit for force.com. Quickly identifying over 40 applications, the business case for an enterprise wide agreement with salesforce.com soon became clear. Deloitte were also able to provide expertise on setting up a centre of excellence to manage the innovation pipeline, design and development and the solution architecture required to govern and extract most value from the agreement. Results The strategy resulted in a strong business case for change, aligned stakeholders, and an enterprise wide deal with salesforce.com to become the platform of choice for IT innovation. 30

31 An innovative, mobile solution in the palm of the customer s hand Brief Diageo wanted to provide their customers with a more accessible ordering channel via an online customer portal. This allows a customer to browse a personalised product portfolio, place orders and access information about their account and invoices day or night. Solution We developed a customer strategy which resulted in us implementing a portal built on Salesforce.com s cloud platform. This integrated to idiageo s existing Order-To-Cash process, while retaining their existing SAP backend system as the master data source. The global portal provides customer focussed features such as favourite products and automatic order splitting to make placing an order quicker and easier. Results Diageo Connect has redefined business-to-business interactions, turning them into a consumer-like experience, ideal for publicans. It also scales to beer distributors they felt a great user experience shouldn t just be for consumers. 31

32 Supporting the KBC Customer Care Department using SFDC Brief KBC Autolease (part of KBC Group) provides car leasing services (mainly in Belgium and Luxemburg). Deloitte was asked to implement and integrate Salesforce.com to support their Customer Care Department in handling all after-sales processes. KBC Autolease were looking to increase customer retention and penetration through streamlined services to its clients, and to standardise processes by using a shared CRM platform. Solution Once the after-sales processes were defined and designed, the CCS Implementation was completed. In addition to this, work was completed to integrate the system with Lease Base and Lotus Notes. Results After the implementation, KBC Autolease had clearly define and efficient after-sales processes, and one integrated tool to access customer and vehicle information, and to manage after-sales requests. 32

33 Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited ( DTTL ), a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see for a detailed description of the legal structure of DTTL and its member firms. Deloitte MCS Limited is a subsidiary of Deloitte LLP, the United Kingdom member firm of DTTL. This publication has been written in general terms and therefore cannot be relied on to cover specific situations; application of the principles set out will depend upon the particular circumstances involved and we recommend that you obtain professional advice before acting or refraining from acting on any of the contents of this publication. Deloitte MCS Limited would be pleased to advise readers on how to apply the principles set out in this publication to their specific circumstances. Deloitte MCS Limited accepts no duty of care or liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication. Registered office: Hill House, 1 Little New Street, London EC4A 3TR, United Kingdom. Registered in England No Member of Deloitte Touche Tohmatsu Limited 33