1 The B2B customer community Part of Deloitte s Colingo proposition Deloitte Digital Copyright 2014 Deloitte Digital LLC. All rights reserved.
2 Contents 1. About Deloitte Digital 2. About Hub 3. Technical specifications 4. Success stories
3 About Deloitte Digital Deloitte Digital Copyright 2014 Deloitte Digital LLC. All rights reserved.
4 Deloitte Digital capabilities We are recognised worldwide for our CRM and salesforce.com capability Deloitte Digital is defining a new model for a new age we are an agency and a consultancy. Our range of technical and creative services are designed to cover the spectrum, from strategy to enablement to operations. That means, we can fuel the experiences, relationships, insights and delivery processes that businesses today need to be effective. Deloitte Digital combines leading digital and creative acumen with the deep industry knowledge and experience our firm is known for. That means clients can bring us their biggest challenges, knowing we can help bring a new business vision to life. Capabilities Deloitte Digital Deloitte 154 countries 700 offices 193,359 people
5 What we do is unique. And it s working We are recognised worldwide for our CRM and salesforce.com capability We are a consultancy and a digital agency with scale. Our differentiators include an integrated blend of leading creative and design capabilities coupled with our deep industry, business domain, and technology expertise. We put the customer at the center of the digital experience. We have combined our world class capabilities from customer innovation, to strategy, to engagement design, through technology enablement and operations to create new market leading offerings that add value for our clients. Our deep technology capabilities allow us to imagine a better future and deliver it. We build Digital Engagement Platforms that deliver journeys. They orchestrate marketing, sales, service, ERP, mobile, social, analytics, commerce, and digital content across the cloud and ground. This helps our clients manage their customer ecosystem in the best way possible. We lead the market in industry-sector relevance. This puts us in a league of our own. Clients need insight, and Deloitte s industrysector expertise is the secret ingredient to their success.
6 Our success stories
7 Our global market presence Deloitte is recognised as the leading advisor to the consumer business sector, with knowledge of current and future issues facing the sector. We support national and international consumer business clients with services that help to achieve their strategic objectives. Deloitte s Global Consumer Business Group comprises over 10,000 affiliated professionals with in-depth experience and industry knowledge of the end-to-end retail value chain, from products sourcing through brand building, wholesaling, retail outlet operation, store portfolio management and multi-channel retailing. 100% of the Fortune 500 beverage companies (U.S.) 24 of the 27 consumer products companies in the Fortune Global 500 Three of the world's largest wine and spirits companies 75% of the Fortune 500 food production companies (U.S.) Four of the world's five largest brewing companies All eight of the consumer products companies in the FTSE 100 Over 90% of the Fortune 500 consumer products companies (U.S.)
8 Hub as part of Colingo Developed by Deloitte, Colingo uses salesforce.com and cutting edge mobile technology to provide an intelligent and dynamic approach to increasing sales, service and marketing efficiencies and effectiveness. Through combining sales, service and marketing clouds companies can access a rich layer of business intelligence that sits above and replaces certain sales functions from existing ERP systems. Built on a cloud platform and delivered through an Agile methodology, Colingo allows companies to see what s going on in their business and react quickly to changes. TPMLite
9 About Hub
10 Why Hub? Industries are facing many challenges and opportunities an increasingly fragmented market, rise of consumers, advancements in mobile technology, a global economy, requirement for multi-channel communications and increasing importance of trade relationships. Industry sales and trade marketing leaders are looking for agile, scalable, efficient and effective solutions to increase customer engagement, increase trade loyalty and drive sales in a retail and sales environment. Hub can be incorporated across industries into all companies with customers, partners or employees who would benefit from increased engagement and sales Business benefits Extend reach Increase engagement Reduce cost-toserve Drive sales Multi-channel communication Speed & scale
12 A customer-oriented suite of features to increase engagement Learn Customers can learn through articles and videos on the homepage carousel, the dedicated news section, the product area, as well as through searching Knowledge. Order Customers can view their favourites or most recent transactions, place orders, make payment and then track them through to delivery. Share Customers can enjoy the benefits of being part of a community by posting comments, connecting with colleagues and peers, uploading pictures and sharing information. Analyse Customers can analyse their sales at brand and product level, and benchmark against peers in their area and region- providing them with greater control and insight. Manage cases Customers can raise cases and manage these through multiple channels which can all be managed by the brand owner. Connect Customers can engage brand owners through , phone, text, live chat and Chatter as well as receive notifications through the in-build messaging system. Reward Customers can be rewarded for activity, receiving points which can be monitored and redeemed for prizes through an affiliate site. Other New functionality is constantly being added to Hub, from bespoke enhancements plus integration to tools on the Salesforce AppExchange
17 Solution accelerator overview Whose pain are we solving? What are the use cases? What is the solution? Sales, Key Account Managers, & Trade Marketing, at: Consumer packaged goods Pharmaceuticals Technology Manufacturing Automotive Companies looking to increase customer engagement and reduce sales costs: Customer engagement Order management Brand education Regulatory compliance Financial services Energy Telecoms Entertainment & leisure Engineering Customer advocacy Account management Trade/partner communication Trade incentive / reward programme : Responsive web application, available on desktop or any mobile device Force.com for platform and rep access Service Cloud for trade marketing management Communities for customer access Salesforce features including Live Chat, Gamification, Knowledge
18 Hub increases sales and customer/account engagement Trade Marketing Customer/Partner Sales rep Used by Trade Marketing Managers Sales Support Customer (owner) Customer (staff) Customer (manager) Sales Reps Sales Managers Used for Trade communications and advocacy Managing orders and cases Managing sales, ordering, brand & category education, supplier contact Improving account and customer knowledge and communications Used on Desktop Any desktop, tablet or mobile device through any browser Any desktop, tablet or mobile device through any browser Built on
19 Hub delivers a range of benefits to our clients Extend reach Unvisited stores or customers not served by the rep can be served by Hub, extending the company s reach and opportunity. Drive sales Enabling customers to order from any device, with communication and engagement tools, results in increased sales. Increase engagement Engagement and customer advocacy increases through more frequent, personalised contact and rewards. Multi-channel communication Multiple communication channels are available for customers to engage with the client, reps and each other , live chat, text, notifications, forums, phone, text Increased customer engagement, sales and profitability Reduce cost-toserve Hub both complements and substitutes sales rep visits and activity, thereby reducing the dependence on expensive sales teams Speed & scale Hub is a globallydeployable solution. Once set-up it can be configured to local market requirements and implemented to as many customers as exist.
20 Technical specifications
21 Solution capabilities Connectivity Collaboration Notifications Live Chat SMS Phone All devices Social media Portal processes Advocacy Collaboration Service Sales & Ordering Segmentation Notifications Curation Notifications Account management Order tracking Payment Targeting News and events Posting comments Case management Reporting Favourites Performance analysis Rewards Promotions Replying to comments Raising cases Rep contact Order history Recommendations Loyalty programmes Gamification Sharing Analytics CPQ Portal foundations Learn Contact Management Content management Analytics Connect Operational reporting Collaboration CPQ Integration and data capabilities Accelerated by Hub CRM systems integration Other systems integration Analytics integration SMS Covered by SFDC platform Covered by SFDC partner apps
22 Solution architecture Objects Account Contact Cases External systems Google Analytics Products Campaigns News Communication messages Gamification User Chatter Reports Order tracking Live Chat Forum ERP Reward redemption Twilio SMS Knowledge management Radion6
23 Success stories Deloitte Digital Copyright 2014 Deloitte Digital LLC. All rights reserved.
24 Case study: FTSE 100 FMCG This is just fantastic. Really easy-to-use. Lots of relevant information for retailers. Rep Brief Our FTSE 100 FMCG client has a diverse portfolio of brands operating in over 160 markets globally. It spent a fortune on mobile sales reps and wanted to reduce the reliance on them whilst at the same time empowering trade marketing to increase customer engagement. Solution We configured Hub to be a global solution and launched it into the first market. Features developed include: news and events, performance tracking, notifications, rewards, product information and a range of contact options including Live Chat, and telephone. Results The launch was hugely successful with results exceeding all expectations and KPIs put in place. This was also supported by qualitative feedback from all parties. The solution is now being enhanced and in the process of being rollout globally. If you ve got one of these, there s very little contact needed with the reps. Customer This looks amazing. Just what I was looking for. It really has the wow factor. Business
25 Brief At Deloitte Digital we set ourselves the challenge of creating and building a mobile app that solved a problem facing sales teams all over the world: Salesforce mobility. Once we became aware that Salesforce, a company with thousands of customers internationally didn t have an app that worked offline, we saw an opportunity. Solution Our team understood that sales people frequently travel to meet customers and take their orders but are often unable to access information due to little or no signal. Now, thanks to our innovation and skills, we have created Pocketsales, a free, simple and dynamic app, that makes Salesforce available any place, any time. Results So we set about ensuring sales organisations could update everything whether on a plane, down a cellar or on the moon. The end result is hugely successful robust, well-built and good looking app. Now, with just a few taps sales teams can update opportunities, accounts and sales on or offline with any changes syncing automatically.
26 About EngageMe EngageMe is an engagement platform developed by Deloitte Digital using Salesforce and ExactTarget technology. The platform drives deeper consumer relationships across multiple channels to deliver a highly relevant content experience that spans the consumer life cycle. This allows Marketing to be more in control of campaigns than ever before. Multiple personalised journeys Dynamic personal Direct updates to Salesforce for subscriptions and preferences Single view of the customer and campaign management
27 Tracker is an Agile project management application built natively by Deloitte on the force.com platform. Tracker accelerates projects, drives a rigorous approach to managing risks, issues, processes, requirements, tests, defects and more in an agile delivery environment. Tracker integrates with all common delivery methodologies, and even works in validated environments using approval processes and digital signatures. Designed to support project management and delivery, Tracker provides visibility and management for your project team and stakeholders over: Project Management Meeting minutes and actions Decisions and questions logs Risks & Issues management Visibility across your project Development and support User stories and detailed designs Sprints planning and burn down reports Testing, defect management Environment & Release management Estimation features (planning poker)
28 Contact For more information, please contact: Nick Turner Partner, Deloitte Digital +44 (0) Will Grobel Senior Manager, Hub Lead, Deloitte Digital + 44 (0) Amit Rajan Manager, Hub Technical Lead, Deloitte Digital +44 (0)
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