Kimberly-Clark: Challenging the Customer Engagement Status-Quo with an iPad, Grant Davies and Kim MacDougall

D i g i t a l E x p e r i e n c e P i o n e e r s
W W W . B L U E T U B E I N C . C O M

Evolve 2013
Challenging the Customer Engagement Status Quo

INTRODUCTIONS
Grant Davies – Bluetube
Kim MacDougall – Kimberly Clark

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 4
Who is
About Bluetube
•  Established in 1999, Music for Cartoon
Network
•  Award Winning Tablet, Mobile,
Consulting & Web Digital Agency.
•  Referral Based
•  Passion is the center of our business

Awards
•  2012 WebAward Best Biotech
Website
Kimberly Clark - Product Selector
•  2012 WebAward Outstanding Non
Profit Website
HIGH Museum - MOMA Microsite
•  2012 Mobile WebAward Best Non
Profit App
Wynsum Arts - i.AM Search
•  2011 WebAward Best Arts Website
HIGH Museum
•  2011 WebAward Outstanding Non
Profit Website
Dad's Garage Theatre Company
•  2010 Addy Best Of Show
Cheerwine - Microsite
•  2010 Addy Gold
Cheerwine - Microsite
•  2007 IMA Best Music Website
Atlanta Symphony Orchestra

Who we work with
Clients

Kim MacDougall
Senior Capability
Development Manager
Introduction

Who is
About Kimberly Clark
•  Founded in 1870
•  Global Company
•  Consumer and Professional Products
•  20 Billion in Net Sales 2012
•  137 on Fortune 500 list
•  Leader in Sustainability & Innovation

Safety and Scientific Products

Industries
Our Customers
•  Automotive
•  Aerospace / Aviation
•  Metal Manufacturing
•  Petroleum / Energy
•  Pharmaceutical
•  Semi Conductor

Before
Manual Process
•  Sales reps meet client
•  Tour the client site
•  Observe the products used
•  Follow up with proposal
•  Web based “product selector”
for guidance.

Issues
Manual Process
•  Poor account penetration
•  Not selling entire product line
•  Not adding value to customer relationship
•  Unsophisticated presentation
•  No Uniformity of approach
•  Duplicate Labor

HAZARD ASSESSMENT APP

The PLAN
There HAS to be a better way

Business
The Brief
•  Rich, Creative Presentation
•  Elevate Customer Engagement
•  Automate The Process
•  Empower the sales Reps
•  Immediate Proposal
•  Integration with Business Systems

Technical
The Brief
•  Content from Sitecore
•  Integrate with SalesForce.com CRM
•  Use Offline & Google Analytics
•  Sync when “on wifi”
•  Provide “simple” administration
•  Future non iOS versions

Technical Continued
The Brief
•  Distribute via Apps @ Work
•  Secured via SFdC
•  Updated Via Sitecore & SFdC
•  Business / Marketers Update via
Sitecore
•  New Products & Media Quarterly

THE PROCESS

Sales Process
What does it ?
•  Visit the customers site
•  Perform a “hazard walk”
•  Capture Customer needs
•  Guided Product Selection
•  Produce a “proposal” PDF
•  SFDC for closing opportunities

Proposal Generation

DEMO

Chemicals!
DOMAIN KNOWLEDGE
I know what Garment,
Or Glove will protect
you from Ammonia…
I may never be the same..

Sales Reps love it
The Result
•  Fast and easy to use
•  Reduces their workload
•  Speak Confidently and consistently
•  Provide a “polished” Proposal
•  Increase Closure Rate
•  Increase customer satisfaction

Existing Tools
www.kcproductSelector.com
•  C# based Sitecore Server application
•  Flex based UI
•  Like “buying a TV”
•  Escape the dry / survey style
product selection
•  Solid Server platform to build off.
•  Award winning didn’t hurt J

INVOLVE THE USER
PROCESS
•  mockflow & FLUID UI
•  HUNDREDS of hours on UX
•  10 ALPHA RELEASES
•  5 BETA RELEASES to SELECT GROUP
•  3 PRODUCTION RELEASES

iPad App Platforms
Under The Hood
•  Xamarin.IOS
•  Sitecore Content Management System
•  Sales Force CRM
•  TestFlight for Beta Testers

Why Xamarin ?
Under The Hood
•  Bluetube is a Xamarin Premiere
Consulting Partner
•  Trust the platform
•  Continuous Innovation
•  Stability / C# language support
•  Clear Leadership

Why Sitecore
Frameworks
•  Manage
•  Questions & Answers
•  Video & PDF
•  Bluetube mobile packager creates
‘zip’
•  Bluetube Unpackager creates local
SQL DB

QUESTIONS
Sitecore Data

HAZARDS
Sitecore Data

PRODUCTS
Sitecore Data

SFdC
SalesForce.com ( SFdC)
•  Pull Clients, Contacts, Opportunities
•  Pull custom objects – Area
•  Push new items and proposals

SFdC
App Flow
•  Kimberly Clark Authentication
provider
•  Bluetube binding to NATIVE
LIBRARY for the REST VERSION
•  Authentication framework
•  Synchronization

Frameworks
Under The Hood
•  Service Stack Framework
•  REST SHARP
•  SQLite-net
•  Salesforce Mobile SDK
•  LibZipArchive
•  Tiny IOC & Tiny Messenger

Service Stack
Frameworks
•  Speed
•  Simplicity
•  Model Driven
•  Supports all protocols
•  Same classes on App and Server*
•  No Code Gen

Service Stack Continued
Frameworks
•  Strongly Typed DTO’s
•  Fast JSON Deserialization
•  Caching Providers built in
•  Serializes C# Exceptions
•  Examples : http://bit.ly/YxYc1b

SQLite-net
Frameworks
•  Lightweight ORM for native SQL.
•  Works with “your” model
•  Simple Crud operations
•  http://bit.ly/16aThFz

Code Example
SQLite.net
Gets all the areas on a opportunity :
!
public List<Area> GetOpportunityAreas (Opportunity opportunity)!
{!
var list = Connection.Table<Area> (!
! ! !a => a.OpportunityId == opportunity.Id).ToList(); ! !
!!
return list;!
}!
!

Adding an item
SQLite.net
public class Area : SalesforceObject!
{!
![Indexed]!
!public string OpportunityId { get; set; }!
}!
!
Connection.Insert(area);!
!
!
!

Other Frameworks
Frameworks
•  LibzipArchive
•  Native Zipping/Unzipping – Bluetube
created monotouch binding.
•  TinyIOC
•  Injection/IOC container
•  TinyMessenger
•  Event Aggregator

LIBZIP ARCHIVE
string zipCurrentPdf ()!
{!
var tempPDFFile = Path.Combine (AppPaths.GetOutputDocsPath (),
AppPaths.TempPDFName);!
var tempZipFile = Path.Combine (AppPaths.GetOutputDocsPath (),
AppPaths.TempZipName);!
!
NSError error;!
pdfData.Save (tempPDFFile, NSDataWritingOptions.FileProtectionNone, out error);!
!
var zipFile = new LibZipArchive.ZipArchive ();!
zipFile.CreateZipFile2 (tempZipFile);!
zipFile.AddFile (tempPDFFile, pdfName);!
zipFile.CloseZipFile2 ();!
return tempZipFile;!
}!

TINY IOC
Bootstrap :
var container = TinyIoCContainer.Current;!
container.AutoRegister(new Assembly[]!
!{ !
! !Assembly.GetExecutingAssembly() !
!});!
!
IN a class :
Class SomeClass {!
[Inject]!
public SalesforceProxy SalesforceProxy { get; set; }!
}!

TIPS
TINY IOC
•  Using BuildUp (this) IN CONSTRUCTOR
•  NEEDED WHEN STORY BOARDING

TINY MESSENGER
Subscribe :!
TinyMessengerHub.Subscribe<NavigationMessage>(HandleNavigation);!
!
void HandleNavigation (NavigationMessage msg)!
{!
!NavMessageReceived(msg);!
}!
!
Publish :
protected override void ItemSelected (object sender, TypedRowEventArgs<MasterItem>
e){!
!messageHub.publish(!
! ! !New NavigationMessage(this, NavigationType.Selection, e.Item));}!
!
!
!

PDF Generation
Output Document /Proposal
•  Bluetube Library
•  Native Core Graphics and Core
Text
•  May release this as a module

What went well
THE GOOD
•  Overall Platform Stability
•  Native look/feel and performance
•  Event system
•  Frameworks saved thousands of
dollars
•  Reuse of code from ProductSelector

What was challenging
THE OK
•  Beta App updates
•  Customizing UI
•  iOS MVC/Development platform
•  Retaining device Data
•  Re-signing app for KC app store
•  Testflight API – BLUETUBE BINDING
•  MEMORY USE DURING SYNC

What was challenging
THE OK
•  MDM’s like mobile iron
•  Apperian looks very promising

Whats next
BEGINNING OF THE PLATFORM
•  Feature requests from Sales Reps
•  MULTI LINGUAL

More Info
Links
•  Slides Available SOON at :
•  http://bit.ly/14wlTfu
•  More Info :
•  ww.bluetubeinc.com

Thank You
Questions ?
contact@bluetubeinc.com

Kimberly-Clark: Challenging the Customer Engagement Status-Quo with an iPad, Grant Davies and Kim MacDougall

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