Proyectos en Cloud y beneficios de contar con Premier y Success Services

Speakers

Sebastián Hormaeche

Senior Customer Success Manager

Fernando Calvo

Success Engagement Manager

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Agenda

1.  Main characteristics of projects in Cloud 2.  Methodology for comprehensive Salesforce Management

3.  Premier & Success Services: description and benefits

4.  Conclusions

5.  Q&A

Why are SFDC projects faster?

Live!

 SFDC Implementations

Plan

Procure HW, SW

& Setup Infrastructure

Determine Reqs

Design

Customize and Custom Coding

Unit, System, User Acceptance Testing

& Code Rewrites

Live! Plan Determine Reqs

Iterative, Visual Design Method

Customize Through

Config

System Testing

& UAT

 Traditional Implementations

ROI

Time

<6 months <3 months

6 months 12 months 9 months 3 months

Time

Curent Project Future FutureFu

nctio

nality

Future

4 – 6 Months 6 – 9 Months Monthly Monthly

vision

 Iterative Time-to-market

Short phases, long-term vision Global/local approach 80/20 approach

Agility Feedback loop

 Value-based Continuous improvement (short/long releases)

Multiple Salesforce releases / year Prioritization of features and deployment based

on business benefit vs complexity First deployment on core scope

Acceleration

Salesforce Key Principles

Plan

Design

Build

Validate

Deploy

Project lifecycle

Iterative – Agile Methodology Approach

Feedback & Review

Plan

Design

Build

Validate

Deploy

Feedback & Review

Plan

Design

Build

Validate

Deploy

Feedback & Review

…

8

Iterative – What is a Sprint?

Sprint

2 - 4 weeks

24 hours

Product Backlog

Sprint Backlog

Daily Scrum

Requerimientos en producción

Sprint Planning

1

2

4

Sprint Review

5

0 6

3

Iterative – Salesforce Methodology Approach

A R C H I T E C T

P R E P A R E

D E P L O Y

C O N S T R U C T V A L I D A T E

APPROVAL

DESIGN

CONSTRUCT

REVIEW

DEPLOY SUPPORT ENHANCE

SIGNOFF

DESIGN

CONSTRUCT

VALIDATE

ESTABLISH

REVIEW

Business value

Time

Process 1 Continous Continuous improvement for core model and plugins (quick and major releases)

Process 2

Process 3

Release 1 Release 2

Release 3

Increase maturity of process/solution From Emerging to Advanced to Integrated

à  Maximize value à  Optimize costs à  Faster deployment à  Go from Simple to Complex

Value based – Application roadmap & Quick-Wins

Bus

ines

s Va

lue

Time

Value based – Roadmap

QR : Quarterly Release MR : Monthly Release

T1 QR #1

T2 QR #2

T3 QR #3

T4 MR #4

Customer Service

Commercial Offers (basics) Employee Collaboration

Knowledge Base (internal)

Integration

Customer Service (Enhancements)

Social Media Knowledge Base (for customers)

Integration

Customer Service (Enhancements) Marketing & Order Mgt

Partner Portal Integration

Customer Service (Enhancements) Collaboration w/ Customers

Foundations / Customer Satisfaction

Foundations / Call Center Efficiency

Profitability

Interactivity

Example

Prepare

Architect

Construct (Design & Build)

Validate

Deploy

Project Efforts

Solu

tion

Com

plet

ion

0-20%

50-60%

0-20% Capture feedback &

Continuous improvement

Typical Customer Involvement

Plan Architect Construct Validate Accept & Deploy

Executive Sponsor

Program Owner

Project Manager

Business Experts

Technical Experts

Data Experts

0 - 25% 25 - 50% > 50%

*

* Depending on customer integration maturity

*

Indicative Phase Structure and Timeline Weeks 1-2 3-4 5-6 7-8 9-10 11-12 13-14 15-16 17-18 19-20 21-22 23-24 25-26

Prepare Planning

Architect Discovery & Design

Construct Build, QA, Testing, releases

Validation SIT & User Acceptance Testing

Deploy Deployment & Closure

Releases

Prepare

Sprint 0 - Architect

Project Management | Risk Management | Budget Management | Change Control

Deploy

SIT and UAT

Duration approx.22-26 weeks Architect 3-4 weeks and to potentially include prototypes Sprints of 2 or 3 weeks Multiple releases in phase for early value Final release defect only release

Support

Sprints 1-6 - Construct

Future phases can either run on into build sprints or follow pattern above QA and playbacks on-going through build SME availability for testing required throughout Capacity/capability to manage simultaneous build and release TBD

SIT and UAT

QA

Integration | Data Loading | Security | Service Transition | Architecture: engagement

Deploy

Change Management

Example

Typical Project Governance Model

Sponsors

Key users

SI Partner Executive

Data Management

Integration

Project Manager

Executive Sponsor

Integration Specialist(s)

Architect

Senior Analyst

Developer(s)

Business Analyst

Stee

ring

Com

mitt

ee

Proj

ect C

omm

ittee

Business Units

Salesforce executive

Program Architect

Business Analyst(s)

Data Specialist(s)

SI Project Manager

IT Infrastructures

IT Operations

Technical Resources

Technical Architect

Senior Business Analyst

Joint Salesforce.com / SI Team Customer

Change Management Training

Program Manager

Trainer(s)

Customer Success Executive

PMO

Example

Agenda

1.  Main characteristics of projects in Cloud

2.  Methodology for comprehensive Salesforce Management

3.  Premier & Success Services: description and benefits

4.  Conclusions

5.  Q&A

We help you structure your projects around 7 domains of Success

Technology & Data

Business Processes

Sponsorship & Governance

Adoption

Success Metrics

Vision & Strategy

Roadmap

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

7 Domains – Vision & Strategy – Alignment with business need

Ease of Execution Low

High

High

Must Haves

Low-Hanging Fruit

Money Pits

Quick Wins

Busi

ness

Impa

ct

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

7 Domains – Success Metrics – Business Case Framework

Revenue Impact

Cost Reduction +

- Re-platforming Cost

+

Marketing

Branch Network

Client Service & Support (CS&S)

ROI

+ IT Cost Avoidance

Pillars

Annual License Costs Implementation Costs

Future Project Expense, Support Costs, Hardware Costs, Elimination of existing

licensing fees etc.

Example

7 Domains – Success Metrics – Business Case Schema Example

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

7 Domains – Governance – Best Practices

Project Teams

Change Control Board

Program Office

Center of Excellence

•  Unstructured governance processes

•  VP-level executives are not regularly engaged in vision or adoption

•  Implementation is maintained by Ops

•  Executives occasionally review vision, KPIs, adoption metrics and roadmap

•  Lack a formal system development process

•  Run-the-Business focus

•  Implementation actively managed by center of excellence

•  Active executive steering committee

•  Consistent & formal processes for system dev, release mgmt, org mgmt, etc.

•  Focus on adoption metrics

•  Steering and Advisory Committees

•  Long-term commitment to Transforming the Business

•  Executive the Vision-to-Value process

•  Portfolio-focused •  Roadmap-focused •  ROI and time-to-value

analysis •  High-level of self-

sufficiency

Low Implementation Scope

Bus

ines

s Im

pact

High

High Low

What model you recommend? Also depends on the customer…

Global Consolidated

!  Single Org with a global CoE.

!  Used to manage all best practices, program roadmap and end user training

!  Benefit – Allowed them to introduce new global processes effectively, on budget and on time

Global Federated

!  Moderate level of command and control governance and support.

!  CoE focus is to keep the project on track, ensure complete end to end testing.

!  Benefit – Control costs

Global Confederated

!  Multiple orgs. !  Develop and share

standard best practices and processes for Business Units, subsidiaries, or companies.

!  Benefit – Support rapid project deployments

7 Domains – Governance – Typical example

Program Architect

Executive Sponsor

COE Tech Director COE Business Director

PMO

App. Mgmt – Integration – Architecture

Roadmap & Scoping

Tech Support

Change Management & Adoption

Training & Deployment

Business Process

Ops Support, Reporting

Global Program Owner

Work stream #1 Work stream #2 Work stream #3 Work stream #4 Work stream #n

Pro

ject

W

ork

stre

ams

Lead

ersh

ip C

ounc

il &

S

take

hold

ers

Center of

Excellence

The Center of Excellence (COE) will serve to facilitate discussions between Business and IT stakeholders. Its mission is to mitigate risks in all customer SFDC Projects and secure the success of coming SFDC deployments and optimizations

Standards & Best Practices

Project Coordination

Security & Data Sharing Model

Data Integration Approaches and Execution

New Product Feature Evaluation

New Functionality Test & Deployment Approach

Quality assurance

New Unit Implementation Guidance & Support

…

Example

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

7 Domains – Adoption – Best Practices

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

7 Domains – Process – Key Activities Characteristics A series of actions, changes or functions bringing about a result – business structure for automation

Media Industry Business Structure Example

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

7 Domains – Summary View

Define Vision

Build Strategy

Identify Obstacles

Identify and Validate KPIs

Build Business Case

Define Sponsor Strategy

Select a Governance

Model

Generate Release Mgmt

Plan

Executive Sponsorship

Training & Comms.

Support & Change Mgmt

Define Key Processes

Identify Process Owners

Measure Process

Effectiveness

Define Architecture & Integrations

Strategy

Build Implementation

Framework

Define Data Mgmt Strategy

Prioritize Goals

Track Measures &

Improve

Manager & End User

Value

Design Environment Management

Processes

Change Control

Processes

Map Capabilities

Define Future State

Review Product

Roadmap

Plan Deployment Roadmap

Review and Improve

Processes

Vision & Strategy

Success Metrics Roadmap Sponsorship

Governance Adoption Process Tech & Data

Non-existent

Emerging

Practicing

Leading

Not yet covered

Example

Agenda

1.  Main characteristics of projects in Cloud

2.  Methodology for comprehensive Salesforce Management

3.  Premier & Success Services: description and benefits

4.  Conclusions

5.  Q&A

Our team of certified experts and innovative offers combined with our market-leading cloud solutions accelerates the business value you are able to realize.

At Salesforce we succeed when you do

Billions of customer transactions 100K + Customers Deep industry experience

Informed by expertise and insights that deliver results fast

52% increase in user adoption 37% increase in productivity

It all starts with a Success Plan Success resources and programs to drive adoption ROI

All the benefits of Premier, and more! Premier+ Success furthers your admin team’s capacity and capability to resolve basic configuration tasks.

We understand your deployment and provide the Salesforce cloud operations to proactively prevent issues to improve business continuity.

It all starts with a Success Plan Success resources and programs to drive adoption ROI

Success Managers

Business

advisors who enable the delivery of maximum

business value

Success Architects

Certified

Salesforce experts and

technical best practice advisors

Strategic Projects

Highly certified &

experienced implementation

team to help you realize and

extend your vision

Training and Certification

Get the most out

of your investment with

role-based, customized

learning paths and certification

Accelerators

Targeted

engagements that deliver the

results your business demands

Go further, faster and accelerate your success with ADD-ONS

Our Key Resources to support your transformation

Recommended Engagement model

Salesforce Strategics Projects (Prime)

System Integrator

System Integrator (Prime)

Salesforce Consulting

System Integrator

Customer

System Integrator

Customer

Salesforce Program Architect

Customer (OnBoarding) Customer

Program Architect renewal if desired

System Integrator

Customer

Powered by our Early Warning System  Insights from aggregated metadata inform best practices

Agenda

1.  Main characteristics of projects in Cloud

2.  Methodology for comprehensive Salesforce Management

3.  Premier & Success Services: description and benefits

4.  Conclusions

5.  Q&A

Conclusions

PROJECT SUCCESS BEST USE OF SUCCESS SERVICES

Priority: Maximize value for the business

Use Agile approach to accelerate Salesforce Methodology

Business and IT should be involved as executors

Get advantage from 7 Domains framework

Increment your adoption using Premier as your Success Plan

Use Success Services and Accelerators to guarantee Success

Agenda

1.  Main characteristics of projects in Cloud

2.  Methodology for comprehensive Salesforce Management

3.  Premier & Success Services: description and benefits

4.  Conclusions

5.  Q&A

Gracias

Learn more at www.salesforce.com/success-services