Sharable Innovation Track2 presentation material from Salesforce Essentials Helsinki May 10th, 2017

1. SALESFORCE
ECOSYSTEM AS A
STRATEGIC BUSINESS
PLATFORM IN
TELECOM AND
INSURANCE
Thomas Stenius
Accenture Cloud First EALA lead for CMT
Frederic Schmeler
Vlocity Industry Architect Lead EMEA
May 10, 2017
GROWTH
STEP-CHANGE

2. ACCENTURE
SNAPSHOT
$32.9
Billion
in Annual
Revenues
394,000
Employees
40+
Industries Served
200+
Locations across 55+ countries
serving clients in more than 120 countries
150+
Powerful alliance network
of market leaders and
innovators
5,000+ Clients
All 100 of our top 100 clients have been clients for at least five years
98 of our top 100 clients have been clients for at least
10 years
94 of the Global Fortune 100
75%+ of the Global Fortune 500
50+
Delivery Centers across
five continents, offering
services in 39
languages
Global Salesforce Leader
Named the Salesforce leader by analysts Forrester, IDC, HfS and
CapioIT
+1400 Salesforce projects globally
+9500 Salesforce experts globally
+100 Salesforce experts in Nordics

3. INDUSTRY
TRANSFORMATION

4. MOVING UP THE
VALUE
MATURITY
CURVE
Value

5. Sales Service Marketing AnalyticsCommunity Apps Commerce IoT Quip
force.com
HerokuAppExchange
+3200 apps
Data Management
Platform
CRM Data
IoT & Social
Data
Platform
Applications
AppExchange
Predictive
Analytics
Machine &
Deep Learning
Natural Language
Processing
Salesforce ecosystem: Worlds leading omni-channel Customer Engagement platform
(SaaS) and largest B2B apps ecosystem built on force.com (PaaS)

6. Moving towards Industry Vertical solutions will increase the functional
footprint and strategic position of the solution
Vertical
Industry specific Salesforce
ecosystem solutions
Telecom
Industry
agnostic
Solutions &
projects
Vertical
Solutions
Backend
systems
SystemsofEngagementSystems
ofRecord
Salesforce apps only
Functional optimization
Salesforce + CPQ/other
Business optimization
Salesforce + Vertical
Strategic & Transformational
Horizontal
Industry agnostic
Salesforce solutions
Horizontal+
Industry agnostic SF
ecosystem solutions
Insurance Pharma
Custom applications

7. Cloud as key enabler and central lever to unlock trapped value
Telecom operators are Shifting Rapidly to Cloud-Based CRM/BSS Platform
Source: 2016 Telecoms.com Survey of Communications Service Providers
Copyright © 2017 Accenture All rights reserved. 7

8. The evolutionary journey of a Telco IT architecture
Customer always being at the center from different angles, but evolving
CRM CentricBilling Centric
Monolithic
Billing
& Asset Based
Order Mgmt.
CRM
Billing
1995-2005 2005-2015
Digital
2016-2020
Systems of
Insight
Infrastructure & Network
Systems of Record
Systems of Engagement
3rd Party/OTTConnected Objects
Copyright © 2017 Accenture All rights reserved. 8

9. Helping Telecom Operators to shift to BSS@Cloud
Accenture EAGLE is a key enabler to drive the shift to Cloud
Omni Channel Customer Engagement
Omni Channel Sales & Customer Service
Order
Manager
Online
Charging
System
Integration ConnectorsBilling
Infrastructure & Network
OSS
Systems
of
Insight
Other
BSS
3Party/
Other
Channels
Eagle CORE
Eagle
Extentions
Not in
Scope
Legend:
Digital
Systems of Insight
Infrastructure & Network
Systems of Record
Systems of Engagement
3rd Party/OTTConnected Objects
Copyright © 2017 Accenture All rights reserved.
9

10. INTERACTION
Vlocity Industry Cloud Platform
DIGITAL
Mobile Portals Contact Center
Wrap Up
INTEGRATIONSERVICES
CPQ EPC Order Mgmt Contracts
Rating
INDUSTRY
OBJECTS
ANALYTICS
Intelligent Action
Vlocity Intelligence
Guided Sales &
Service Transaction
Vlocity OmniScript
Summarize
Relationship
Vlocity Cards
Search &
Authenticate
BACK OFFICE Claims Admin BillingPolicy Admin Accounting
Vlocity
DataRaptor
Desktop`
Intelligence
FulfillmentSubscribers

11. Vlocity Extends Salesforce via Industry Business Processes
One & Done
Service
(Guided Service)
Deliver the
Perfect Order
(EPC + CPQ + COM)
Capture the
Perfect Order
(CPQ + Guided Selling)
Concept to
Launch
(EPC + CPQ)
Future
Products
Distribution
Management
Omni-Channel
Insurance
Policy/Plan
Lifecycle Mgmt
Policy/Plan
Acquisition
Future
Products
Broker
Portal
Large Group &
Custom Plan
Quote-to-Card
Small Group
Quote-to-Card
Individual/
Medicare
Quote-to-Card
Future
Products
Complex Case
Management
Provider
Management
Social
Housing
HHS Case
Management
Future
Products
Analytics, Click
Stream Tracking
& Mobile
Industry-Specific
Data Model, Web
APIs, DataRaptor
Industry Console, Process Library,
OmniScript for Guided Interactions
Future
Products
Communications
Insurance
Health Insurance
Public Sector
Enablers

12. • Customer service
• 70% less agent training time
• 60% fewer fields in agent portal
• 41% increase in agent NPS
• Sales
• 55% faster order entry
• 30% more leads
• 10% higher field service upsell
• IT
• 25% reduction in infrastructure costs
• 20% reduction in development and customization
costs
• $1m annual savings on platform upgrade costs
Sky Italia Transforms the Omni-Channel Customer Experience with Vlocity and
Salesforce.com
• Pay TV provider in Italy with 4,7 million customers
• Introduced Salesforce and Vlocity to replace Siebel CRM and to
improve agility of customer service and sales during economic
downturn
• Vlocity / Salesforce deployed to 7600 users:
• 3500 contact center agents
• 2900 sales people
• 1200 digital service agents
• Successfully implemented Salesforce & Vlocity for B2C
Customer Acquisition, Service and CPQ
• Sales & service reps using a single console integrated with 40+
legacy systems
BenefitsTransformation
“Right now, we have managed eight seamless Salesforce upgrades without any
extra cost. The move to Salesforce and Vlocity was based on needing to achieve
greater process efficiency and maximise the one-click case resolution. We wanted
more agility with faster time to market for our commercial offering, and we needed
to create a unified customer experience across all channels.”

13. CONFIDENTIAL – Vlocity, Inc. © 2017 All rights reserved.
B2B & B2C
Customers
Served100M
#1
Fastest growing
AppExchange
Company
(out of ~3,700)
222 Employees
v7
v14
v13
v9
v5
v3
v1
v4
v6
v10
v11
v12
v15
v2
v8
Salesforce Top
Strategic ISV
2014 • 2015 • 2016
Salesforce Preferred
ISV for Comms
2014 • 2015 • 2016
Leading Industry
Cloud Company
Awards: TM Forum, SFDC,
CRM Watch List,
Computerworld Best Places
to Work and more
Vlocity has gained a significant customer base in a very short period
of time – Strong track record in both Telecom and Insurance
CONFIDENTIAL – Vlocity, Inc. © 2017 All rights reserved.

14. INSURANCE
& TELECOM
DEMOS

15. An Insurance Omni-Channel Customer Journey
Market Nurture Sell & Apply Service
Customer call into call
center
After some fact
finding, products
are selected and
rated for the
customer
CSR uses dynamic
offers to upsell the
customer
CSR is guided through the
process
CSR picks up
abandoned process,
stated by customer on
other channel
CSR verifies customer Agent can finalize the
quote or create an
application
Analytics are used
to understand how
processes are
performing..
Analytics
CSR has access to full
360o view of the
customer

16. SUMMARY
1 Industry vertical Salesforce
solutions expands the functional
and strategic footprint of
Salesforce ecosystem solutions
2 Transformational
programs can be executed
faster and stepwise utilizing
agile methods in the cloud
3 Skilled resources will be
in high demand due to rapid
growth of Industry vertical
solutions (industry and cloud)
4 Key business benefits:
• Omni-channel capabilities
• Pre-defined processes
• Decreased training time
• Operational efficiency
• Faster & lower IT costs
• Continuous innovation

17. QUESTIONS
& ANSWERS