Dreamforce Debrief - From 0 to 360 in No time with a CRM Cloud Solution

From 0 to 360 in No time with a CRM Cloud Solution

Ché Lung & Bart Brusselmans
Utrecht, September 29th 2011

From 0 to 360 in No time with a CRM
OUTLINE
Cloud Solution

Agenda:
 Tenneco Business Case & Project objectives
 Capgemini SFDC implementation methodology
 Key success factors & Lessons learned

in collaboration with
© 2011 Capgemini. All rights reserved. 2

WHO IS TENNECO?


TENNECO´S PREMIUM PRODUCT RANGE


STRENGTHS AND CUSTOMERS


A MAZE OF FINDING THE RIGHT AND ACCURATE INFORMATION

Wondering Follow up
where to focus Monthly sales opportunities
Tracking Down
Researching data
Accounts Deal Updates


A CRM implementation?

 Operate as a Customer Centric organization by working with
CRM Mission one integrated CRM solution for Sales across all regions,
Marketing, Product management and Customer Support

 Easy-to-use and professionalism
Salesforce.com  Online & real-time solution (incl. reporting)

 is long time partner of Tenneco
Capgemini  understands the Business
 knows the ERP / application landscape


SITUATION BEFORE THE CLOUD…

No hardware
investment

Focus & Scope

Business
managers
Lack of
reporting
Poor customer Up-front
management Planning

Waste of time

Loss of data


“…Today we spend 63% of our time & budget
on servers and just to keep the lights on that is
pure cost, no business value. With SaaS, we
can outsource the infrastructure and focus on
creating innovation and real business value…”

Customer CIO, Fortune 1000 Company


REAL-TIME DRIVES PRODUCTIVITY AND SMART DECISIONS

Visit reports Real-time
Tasks & Calendaring

Real-time
Opportunities Integration SAP and
AS400

Real-time
Collaboration Real-time
Analytics

Portal
Real-time (Links )
Account information
Sales data, contacts
cases


STARTING WITH A SHORT PROJECT INITIATION…
Project Design &
Go Live
Initiation Build
Phase
Phase Phase

Project Management

Goal Activities
• Initiate the project • Project Kick off
• Common understanding about the pilot: • Gather detailed business requirements (standard Salesforce.com is
• Integrations leading)
• Functional requirements • Create Solution design
• Validate scope with standard functionality • Determining data load complexity
• Reconfirm the scope and estimated planning

Deliverables Time, Resources & Success Factors
• Pilot plan • Tenneco: business rep(s), project manager
• Capgemini: Project Team
• Critical Success Factors:
• Achieve common understanding of the scope
• Identified quick wins


… FOLLOWED BY AN ITERATIVE DESIGN AND BUILD
Project Design &
Go Live
Initiation Build
Phase
Phase Phase

Project Management

Goal Activities
• Present, design and build the Tenneco application based on the • Two Package Walkthroughs with Tenneco business reps
Solution Design and the standard Salesforce.com functionality • Design and build of the application
• Data Load (Client information) • Support of data load performed by Tenneco
Principle: Design and Build is based on Package Walkthroughs in which
validation and user testing takes place. Acceptance of the application
done in the final Package Walkthrough.

• PWT’s • Tenneco: business rep(s), project manager
• Configured application • Capgemini: Project Team
• Validated requirements • Critical Success Factors:
• Accepted Solution • Availability and power of decision of business reps
• Data Load Template • Client data and meta data (Field values for pick lists) are delivered
• Updated Solution Design (in form of a configuration sheet) on time
• If necessary, data cleansing & formatting is done by Tenneco
before loading the data in Salesforce.com


…AFTER WHICH THE GO LIVE & SUPPORT TAKE PLACE
Project Design &
Go Live
Initiation Build
Phase
Phase Phase

Project Management

Goal Activities
• Train the trainer sessions • On-site support
• Application hand-over • Transfer to production environment
• Start of using the system by Tenneco

• Live application with production data • Tenneco: Project Manager, trainer and functional administrator
• “Trained” Trainer • Capgemini: Project team
• Critical Success Factors:
• Business benefits
• Transition to Tenneco
• Correctly filled data load template


A NEW CRM SOLUTION FOR EMEA….
The Geographical Scope

EMEA Sales
organisation

More then 25 countries were clustered for the Roll-out.


HIGH LEVEL PLANNING
Oct November December January February March April

Benelux

Build & test ERP Interface
Nordics

Central
Build SFDC EMEA South I
Template
DACH

France

Central
South II

UK - IRL

Emerging

After Go
Live
Support


HOW SATISFIED IS THE TENNECO END-USER

How satisfied are you regarding the following items?

Very Unsatisfied Neutral Satisfied Very
unsatisfied satisfied

Overal X
Quality

Value X

In line with X
the scope

Installation or X
1st use
experience
Usage X
experience


HOW SATISFIED IS THE TENNECO END-USER

How satisfied are you with the CRM solution regarding the INITIAL SCOPE?

Examples Very Unsatisfi Neutral Satisfied Very satisfied
unsat ed
isfied

Account & Manage accounts, sales X
Contact information, contact
history, 360° view on
Management
customer
Lead Log and manage X
Opportunity opportunities, qualification,
follow up by creating tasks
Management
or events, enabling
management reporting
Activity Tasks, events, visit X
Management reports, Lotus Notes
synchronization, full visit
reporting package
Reporting Dashboards, portal to X
DWH, personal
dashboards and reports,
direct access to the TIP


... Best Practices have proven themselves again

 Start with formulating and sharing the high level Solution Definition. E.g. which system is the master for account data,
which processes are in scope, what are thestick tosteps in scope for first and next phases?
Start to determine the scope and process it
 Work with small releases or project phases. It is possible to go live with new functionality in the form of reports,
screens or interfaces on the fly. Use small releases or project phases
 Keep a first release limited to the standard functionality to avoid dependencies with other systems / projects and
quickly accomplish results.
 The time needed to complete a project is mainly determined by the speed in which the organization is able to make
decisions, deliver data and attend the team meetings.
Avoid dependencies with other system in a
 Use the standard analytics functionality to generate reports based on Salesforce.com data. Use a separate BI tool if
first release
the data comes from different systems.
 Instead of separately testing a Salesforce.com application, the set up is validated during functionality validation
Package Walkthroughs. available in SFDC
Only report on data
 Avoid complexity in the final solution and project risks by using standard available functionality instead of initiate
customization. PWT in stead of testing

And… Start Small, Think Big, Grow Fast

© 2011 Capgemini. All rights reserved 20

LESSONS LEARNED

Good change management is key
Deal with the culture differences
User adoption is also driven by senior management
Create a team spirit: try to be one of the guys in the local team
Keep the current scope in mind and communicate clearly


KEY SUCCES FACTORS
Capgemini Iterative method and very interactive with
implementation the business. Focus on the business, not on
method IT.

Pilot Benelux 4 weeks implementation, high payoff

No Hard Implementation and EMEA roll out of
investment
and a salesforce automation solution
installation within 5 months

Efficient and flexible. Doing a
Small
projectteam succesful large project with a small
team


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