Cloud Accelerate THINK IT, BUILD IT. Retail of the future: Engaging your customer

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1 Cloud Accelerate THINK IT, BUILD IT Retail of the future: Engaging your customer

2 Improving competitiveness and agility for retailers Industry drivers Proliferation of choice requires ever increasing sophistication in sales management Diverse customer needs and buying behaviours Products and services are increasingly commoditised Omni channel retailing requires seamless sales approach. Mobile retailing 83% of internet usage will be through handheld devices in Even faster retailing Speed to market Speed to respond to consumers Speed to deliver. Cloud accelerators Pocketsales An award winning solution for making every field sales team more efficient for any industry. Hub Manage partner and customer communities, increase engagement and drive sales. FastTrade Combine sales, service and marketing clouds to access BI that sits above and replaces certain sales functions from existing ERP systems. Case study: JB Hi-Fi Commercial Deloitte carried out a health check to establish gaps in JB Hi-Fi s existing Salesforce.com solution with the targeted state to meet business needs, followed by a sales enablement implementation (pipeline tracking, quoting, ordering, reporting, history tracking, and activity management processes). 2,300 Salesforce experts 28 Countries Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, 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 Deloitte Touche Tohmatsu Limited and its member firms. Liability limited by a scheme approved under Professional Standards Legislation Deloitte Touche Tohmatsu.

3 Cloud Accelerate THINK IT, BUILD IT Education: Transforming the student experience

4 Digital an education imperative: embracing the transformation to win Industry drivers Escalating technology demands: Institutions must serve a more diverse population who require sophisticated technology solutions. Cloud accelerators Deloitte s solution for student management transforms the student experience and course administration from curriculum management to enrolment, student portal and marketing automation. Inherent resistance to change: Change is typically long-term and incremental given consensus-driven decision making. Curriculum management Enrolment management Rising costs and reduced funding: The Australian education system is in a state of transition. Funding has increased for schools yet decreased for higher education. Need for fast, flexible, scalable deployment: Traditional development and technology deployment models are not flexible, and they do not scale well (without time and money). Student outcomes: 60% of public university students fail to graduate in four years. Finance automation Student management Student portal New technology: New entrants to the market are leveraging technology to reach students at lower costs. Case study: Deloitte helped one of the world s leading providers of lifelong education deploy an end-to-end Student Management Solution on the Salesforce platform that manages all student enrolments, academic management, financial transactions and curriculum management. By unifying previously disparate functions through a self-service portal, the student can now gain control over their education and can be serviced faster. 2,300 Salesforce experts 28 Countries Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, 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 Deloitte Touche Tohmatsu Limited and its member firms. Liability limited by a scheme approved under Professional Standards Legislation Deloitte Touche Tohmatsu.

5 Cloud Accelerate THINK IT, BUILD IT Memo to Government: Make it digital fast

6 e-government: good for constituents, great for government Industry drivers Self-service in governments has been an ongoing challenge for public sector Citizen expectations for access to any service from any device Citizens and companies want a one-stop-shop rather than having to deal with multiple arms of government to get what they need Many self-service attempts of governments are siloed and provide inconsistent experiences for the users There is a growing move by governments to look at self-service engagement options without replacing complex legacy systems. Cloud accelerators Citizen Connect TM is a breakthrough self-service solution for digital governments that delivers the service options, and accessibility, which modern citizens expect. Deloitte s solution for citizen engagement Case study: The State of Colorado Citizen Connect TM Deloitte worked with the State of Colarado to develop a cloud-based extensive self-service solution for citizens to apply for welfare benefits including screening, applications, and status reporting. The solution greatly reduced manual processes of data entry and improved citizen experience in dealing with government. 2,300 Salesforce experts 28 Countries Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, 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 Deloitte Touche Tohmatsu Limited and its member firms. Liability limited by a scheme approved under Professional Standards Legislation Deloitte Touche Tohmatsu.

7 Cloud Accelerate THINK IT, BUILD IT Not-for-Profit: Disruption, sustainability and efficiency

8 Donor dilemma: unlocking true growth for not-for-profits Industry drivers National Disability Insurance Scheme The introduction of the National Disability Insurance Scheme (NDIS) is causing significant disruption for disability service providers, as funding shifts from bulk funding in advance to person centred funding. Decline in government funding As government funding continues to decline and donation acquisition becomes increasingly competitive, organisations are required to become more efficient in their donor management and fundraising activities. Cloud accelerators roundcause is a world-class, Salesforce based donor management solution which represents the only path forward for enabling the evolution of the Connected Non-Profit, transforming organisations so they can: Raise more funds Communicate more effectively Engage and strengthen their community Deliver better programs and services. Raise more funds 360-View Communicate more effectively Mobile Social Engage and strengthen your community Real-time data Deliver better programs and services Case study: Church Resources Through the use of Salesforce s sales and service clouds, marketing automation and website integration, Church Resources transformed the way they provided services to their customers. The project enabled pro-active management of members, provided the flexibility and dynamism to adjust to future organisational needs, enhanced engagement with stakeholders, and provided the organisation with tools to enhance decision-making. 2,300 Salesforce experts 28 Countries Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, 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 Deloitte Touche Tohmatsu Limited and its member firms. Liability limited by a scheme approved under Professional Standards Legislation Deloitte Touche Tohmatsu.

9 Cloud Accelerate THINK IT, BUILD IT Life Sciences and Healthcare: Redesigning the customer interaction

10 Redesigning the customer interaction: Life Sciences and Healthcare Cloud accelerators MedConnect Deloitte s medical Information contact center. Industry drivers Sales engagement model evolving due to market pressures and new channels Companies moving away from on-premises technology and high legacy system upgrade costs Increasingly positive business cases for multichannel CRM supported by new apps Drawing benefit from previously-unmanageable data volumes Regulatory and legal requirements continuously toughening New commercial models required to grow into emerging markets Consumer mobility, cross-border relationships and global harmonisation More sophisticated sales/service organisational models. Interaction management Customer channels MedConnect accelerators Reporting Response management Integration with Infield Case study: Deloitte has worked with all the primary CRM functions within Life Sciences: Market access and planning Contact centre, customer service and medical enquiry Field service and scheduling Medical event management Marketing and multichannel Salesforce automation and effectiveness 2,300 Salesforce experts 28 Countries Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, 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 Deloitte Touche Tohmatsu Limited and its member firms. Liability limited by a scheme approved under Professional Standards Legislation Deloitte Touche Tohmatsu.

11 Cloud Accelerate THINK IT, BUILD IT Financial Services: Responding to disruptors

12 Financial services value chain transforming the customer journey Industry drivers Standard Bank engaged Deloitte to improve pipeline management by aligning reporting capabilities for the Global Business and Sector Heads with reporting from an MI perspective. The implementation provided real time analytics on pipeline management via interactive dashboards, compliant with existing Chinese walls. It enabled the digital transformation at the bank, this being the first steps of mobile analytics journey. Cloud accelerators BankApp is a robust set of retail, Institutional, wholesale and private client specific capabilities built into the Salesforce platform to demonstrate the Art of the Possible and accelerate client projects. FastConnect is designed to integrate workflows for gathering customer data, creating quotes and getting underwriting approval, whether customers request a quote online or over the phone. Pace of change Customer power Connected organisation Transformational simplicity Increasing industry dynamics Unrivalled sophistication The Connected Customer Bank IT, operations and human simplification Case study: Standard Bank Standard Bank engaged Deloitte to improve pipeline management by aligning reporting capabilities for the Global Business and Sector Heads with reporting from an MI perspective. The implementation provided real time analytics on pipeline management via interactive dashboards, compliant with existing Chinese walls. It enabled the digital transformation at the bank, this being the first steps of mobile analytics journey. 2,300 Salesforce experts 28 Countries Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, 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 Deloitte Touche Tohmatsu Limited and its member firms. Liability limited by a scheme approved under Professional Standards Legislation Deloitte Touche Tohmatsu.