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MuleSoft's Approach to Driving Customer Outcomes

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From our experience in working with over 1,000 customers, we’ve codified an approach that will help you to avoid common IT failures. Join this session to learn about the three critical pillars (business outcomes, org enablement, technology) needed to achieve your outcomes and how to get started.

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MuleSoft's Approach to Driving Customer Outcomes

  1. 1. All contents © MuleSoft Inc. MuleSoft’s approach to driving customer outcomes
  2. 2. All contents © MuleSoft Inc. Introductions 2 • Josh Rutberg – Senior Director, Customer Success – LOYAL3, Managing Director – Bain & Company, Partner • Jerome Delune – VP Services, Americas – SAP, various roles
  3. 3. All contents © MuleSoft Inc. Agenda 3 • Share MuleSoft’s approach to driving customer outcomes • Discuss how we help our customers along their journey
  4. 4. All contents © MuleSoft Inc.All contents © MuleSoft Inc. 10% % of IT projects that are delivered on time, on budget, and meeting the technical objectives • Lack of alignment around business outcomes • Lack of organizational enablement Common reasons for failure Source; The Standish Group’s CHAOS Report, 2011 and 2013 Only 1 of 10 projects succeed during delivery
  5. 5. All contents © MuleSoft Inc. MuleSoft has a unique delivery approach to make you successful and avoid those pitfalls
  6. 6. All contents © MuleSoft Inc. Developed and hardened through years of experience with 1000+ enterprise customers
  7. 7. All contents © MuleSoft Inc. Business outcomes Organization enablement Technology delivery Centered around 3 core pillars 7 Customer success
  8. 8. All contents © MuleSoft Inc. 6 paths for you to focus on 8 Business outcomes Technology delivery Org enablement Business outcomes Anypoint Platform Center for Enablement “C4E” Internal support Training Projects Establish the foundation Build to scalePlan for success Measure impact
  9. 9. All contents © MuleSoft Inc. Playbooks for each path for you to follow 9 Business outcomes playbook Anypoint Platform playbook C4E playbook Internal support playbook Training playbook Projects playbook Business outcomes Technology delivery Org enablement Establish the foundation Build to scalePlan for success Measure impact
  10. 10. All contents © MuleSoft Inc. The C4E foundation playbook, for example 10 Business outcomes playbook Anypoint Platform playbook C4E playbook Internal support playbook Training playbook Projects playbook Business outcomes Technology delivery Org enablement Establish the foundation Build to scalePlan for success Measure impact
  11. 11. All contents © MuleSoft Inc. Initial launch of Anypoint Platform including common services Refinements to Anypoint Platform configuration and common services Review platform KPIs Prioritize IT projects and quick wins Execute on quick wins and projects Review project outcomes Staff the governance teams Review C4E KPIs Determine roles required Conduct skills assessment Onboard MuleSoft Define internal support model Launch internal support team Publish self-serve materials and support guidance Monitor and manage Anypoint Platform Review support KPIs Measure business outcomes Align on business outcomes and KPIs Develop the governance and reporting plan Monitor and manage Refresh business outcomes and KPIs Establish reference architecture Build platform roadmap and implementation plan Schedule projects and staff teams Assess integration capabilities Agree on C4E as critical org enabler Evangelize C4E Drive consumption Agree on the C4E operating model Build and publish foundation assets Execute training plan Refresh training plan Train initial team Develop overall training plan Business outcomes Technology delivery Org enablement Establish the foundation Build to scalePlan for success Measure impact An integrated blueprint to achieve your outcomes
  12. 12. All contents © MuleSoft Inc. The MuleSoft team is here to help you Account team • Maintains the overall customer relationship • Ensures you have the right product, architecture and resource coverage to ensure you are successful Professional services • Deliver targeted service offerings and best practices to help you achieve your outcomes MuleSoft partners • Bring specialized experience and expertise to help you achieve your business outcomes MuleSoft customers Support Training Services Customer success Customer success • Helps you achieve your business outcomes by guiding you through the overall delivery process • Your conduit to MuleSoft to ensure your voice is heard Training • Offers role-based training and certifications enabling developers, architects and operations individuals to use Anypoint Platform Partners Technical support • Provides rapid resolution to technical issues arising from using Anypoint Platform Account team
  13. 13. All contents © MuleSoft Inc. Agenda 13 • Share MuleSoft’s approach to driving customer outcomes • Discuss how we help our customers along their journey
  14. 14. All contents © MuleSoft Inc. Build the 100-day plan Assess your internal capabilities Review project backlog to prioritize Begin building Anypoint Platform Build the first prioritized project It’s easy for you to get started Establish the foundationPlan for success
  15. 15. All contents © MuleSoft Inc. We have offerings to help you succeed Establish the foundation Build to scalePlan for success Measure impact Business outcomes Technology delivery Org enablement Catalyst Launch Catalyst C4E Foundation Catalyst Talent Foundation Catalyst Scale Catalyst Optimize Catalyst C4E Scaling Catalyst Talent Scaling Catalyst C4E Assessment Catalyst Skills Assessment
  16. 16. All contents © MuleSoft Inc. Catalyst Launch service offering 16 • Aligned set of business outcomes • Anypoint Platform deployed • 1-N use cases rolled out Catalyst Launch service offering includes customizable deliverables across all 6 paths that support each customer’s unique situation. It includes: • Functioning C4E • Internal support model • Training plan launched • Dashboards and KPIs developed
  17. 17. All contents © MuleSoft Inc. Case study – global medical device manufacturer 17 ● Challenge: audit compliance and recall management ● Backlog of 700 IT projects ● Outdated, paper-based product management ● Proliferation of systems and technologies from acquisitions ● MuleSoft professional services and customer success support them to: ● Built deployment roadmap aligned to business priorities ● Built C4E ● Implemented initial use cases ● Results ● Product Recall API implemented ● API’s now built in 1 week vs. 4-6 weeks ● Significant decrease in project backlog
  18. 18. All contents © MuleSoft Inc. IT projects prioritization 18 • MuleSoft worked with the customer to re-prioritize their IT project backlog: – Inventory all existing IT projects – Profile based on business impact, complexity, integration patterns – Re-prioritize based on synergies and re-usability 50% reduction in IT project backlog 50% reduction in IT project backlog, allowed customer to free up developer resources to work in high-growth initiatives.
  19. 19. All contents © MuleSoft Inc. Business Outcomes Technology Delivery Org Enablement Digital Transformation • New Products • Omni-channel • NPS Additional Revenue attributed to IT • New Mobile App • Customer upsell • Churn decrease Business Agility & Innovation • APIs exposed to third parties • Fail-fast Developer Productivity • Developer hours freed for projects • Time to MVP • E2E Time to deliver new services Technical Debt • Legacy P2P migrated to Anypoint Platform • Developer Hours spent on maintaining legacy CapEx/OpEx/TCO • 2017 vs. 2016 Capex Integration Spend • Contractor hours Platform Adoption % of new interfaces utilizing Anypoint Platform vs. legacy or P2P methods CI: CD Interlock % of code run through automated testing, deployment systems Return on Assets (Re-Use) Rate of consumption of core re- usable assets (System APIs) Project Backlog Project backlog clearance rate API Led Reference Architecture API Led patterns are default mechanisms for integration Number of Discoverable APIs Number of APIs available via Anypoint Exchange Common Services Consistent approach to logging, security throughout enterprise Defect Rate Rate of errors in sprint cycles C4E Core Team Core C4E Lead and contributors established C4E Consumers C4E consumption patterns in place Asset Creation Rate API creation and publish to Anypoint Exchange Asset Consumption Rate APIs consumed via self- service (Anypoint Exchange) Certified Staff Architects, Developers, Operations certified against plan Total number of hours training Total number of training hours or training credits burned against plan # of Brownbag or Lunch n Learn Sessions ‘API led’ workshop to evangelize the model and consumption patterns Support Cases Support Costs/Scalability metrics Rate of S1 and S2 support cases logged System Downtime due to code instability /brittleness Potential for Improvement Needs Improvement N/A / Not a priority KPI dashboard Success
  20. 20. All contents © MuleSoft Inc. Training plan / role-based paths 20 • Recommended training approach includes: – IT skills self-assessment – Agree on key roles and role- based learning paths – Certifications as benchmark – MuleSoft skills assessment
  21. 21. All contents © MuleSoft Inc. Communication / evangelism plan 21 • Make communication and evangelism a priority to drive platform adoption and success Sample Communica- tions and Evangelism plan
  22. 22. All contents © MuleSoft Inc. We work with you, “your way” 22 Customer P Embedded delivery Partner co-delivery Partner onboarding High-touch enablement Customer Customer Customer P A highly leveraged engagement… …in collaboration with partners (We enable you directly) We co-enable you with partners) (We are embedded as part of your teams) (We enable your partners)
  23. 23. All contents © MuleSoft Inc. In summary 23 • MuleSoft has a unique approach to make our customers wildly successful: – A recommended delivery approach, based on our cumulative experience – Offerings that are customized to your specific needs – Engagement styles tailored to you • If you have any questions please feel free to reach out directly to: – Josh Rutberg – Jerome Delune – Your AE – Your CSM
  24. 24. All contents © MuleSoft Inc. Thank you!

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