ETG Salesforce Practice Deck

SALESFORCE PRACTICE Presentation

© 2016 @ Etisbew Technology Group Inc. All rights reserved.

Etisbew - Overview

• Product Engineering• Application Lifecycle Management• Salesforce Implementation• Business Intelligence & Analytics• Enterprise Applications (ERP / CRM)• ATS (QA & Testing)• Social/ Mobility / Cloud/ Collaboration

DOMAINS

GLOBAL

PARTNERS

CLIENTS

SOLUTIONS

• Banking• Hedge-Funds• Healthcare• Retail• Telecom• Government

CANADA

USA

DUBAISHARJAH

Salesforce Practice Overview

3

SFDC Migration Integration

AnalyticsImplementationsMobileSupport

DomainConsulting

Sales/ ServiceCloud

Custom Development

Testing

Successful track record in planning and delivering complex Salesforce.com projects,involving multiple countries, multicurrency and multi lingual scenarios.

Implemented several projects on Sales, Marketing and Service cloud involvingImplementation, Custom development and integration with on premise / other legacysystems and third party tools.

Strong domain expertise across different verticals enabling us to provide advisory servicesfor customers looking to leverage the cloud and Salesforce.com for their specific businessobjectives.

Delivering across the entire salesforce.com lifecycle, including strategy, planning,development, deployment, support and maintenance using a value/cost engagementmodel.

Applying reusable methods, accelerators and other proprietary assets to accelerateSalesforce implementations and mitigate delivery risk.

© 2015 @ Object Technology Solutions Inc. All rights reserved.

4

Integration

Testing

Training

Heroku/Force.comImplementations

Mobility

Support

Domain Consulting

Sales/ Service Cloud

Salesforce Practice

CustomDevelopment

Legacy/Other CRM Systems to SFDC Migration

Analytics

Domain Advisory Services


Consulting Implementation

Integration & development

Support

5

Extensive team of Domain experts to understand varied business needs across verticals and advise the right solution fit using the Salesforce platform.

Perform proper need investigation by working with the customer stake holders and coming up with the right business blue print (BBP).

Augmented by a team of experienced Salesforce consultants, developers and administrators including Cloud, Mobile and Social technology expertise to deliver the right solution on time and within budget .


Domain Advisory Services

6

Integration

Testing

Training


Mobility

Support

Salesforce Practice

CustomDevelopment


Analytics

Sales/Service Cloud

Domain Consulting

Sales / Marketing / Service Cloud Offerings


7

Offerings in Sales Cloud

Unique visibility into the sales process for Enterprises.

Define key sales objectives, Build Workflows, support reports in order to provide the maximum visibility of the data.

Effectively manage people and process.

Our offerings include Implementation, Onboarding and customization.

Offerings in Marketing Cloud

Enabling Businesses to have deeper andAgile interactions with their customersleveraging social media.

Provide complete set of services acrosssocial media for Brand Management,customer support and Market research.

Offer enterprises to engage and build strongrelationship with their customers, furtherincrease their sales.

Offerings in Service Cloud

Empowers enterprises to transform their Customer Service

Integrate all its customers with social media

Our offerings include Implementation, Onboarding, Integration and customization.


Sales / Marketing / Service Cloud Offerings

8

Our Sales Cloud Capabilities


Standardize sales processes1.

Increase sales people's efficiency2.

Improve close rates3.

Provide visibility for executives4.

Consolidated pipeline and forecast5.

Single system for all customer and prospect records6.

Create a 360 degree view of customers7.

Enable sales people to spend more time selling and less time searching for information8.

9© 2015 @ Object Technology Solutions Inc. All rights reserved.

Assignment Rules

Workflow Rules

Approval Process

Auto Response

RulesEscalation

Rules

Apex Triggers

Validation Rules

Apex Class

Object Fields

Security

Declarative Programmatic

View

• Page Layouts• Tabs• List Views• Visual Workflow

• Visual Force• External Program

Controller

• Validation Rules• Workflow Rules• Approval Processes• Assignment Rules• Auto-Response Rules• Escalation Rules

• Apex Trigger• Apex Class• Web Service API

Integration

Model• Objects• Profiles

• Objects• Profiles

MVC Architecture

Our Sales Cloud Architecture

10

Our Service Cloud Capabilities


11

Our Service Cloud Architecture

Console ArchitectureStandard and Custom Components Complement Objects and Records

Extend the Record –Centric View with:

Record Feed

Notifications and Messages

Utilities and quick access tools

Integrated external Apps (Canvas)

The Console API can:

Allow real-time orchestration between panels

Manage interaction behavior (i.e. Screen pops)

Provide warnings and notifications

Application Header (Pinned List Views)

Application Footer (Spanning)

Workspace Header (Primary Tab)

Workspace Footer (Primary Tab)

Detail Header (Secondary Tab)

Detail Footer (Secondary Tab)

Navigation Tab

(Pinned List Views)

Left Sidebar Comp

Right Sidebar Comp

Left Sidebar Comp

Right Sidebar Comp

Detail Page


Custom Development Services

12

Testing

Training


Mobility

Support

Custom Development


Salesforce PracticeDomain Consulting

Integration


Analytics


13

Extensive experience in Salesforce app development, ensuring quick turn around time and help our clients with cost reduction.

Usage of Agile software development methodology in order to give our clients a quick turnaround time for product delivery.

Team of Certified Salesforce Solution Architects and Consultants to develop applications at Enterprise level.

Development services include UI development, Apex programming, Testing and App Support

Help clients deploy their applications within their Salesforce.com ORGs or on App exchange.


Custom Development Services

Salesforce Integration Services

14

Testing

Training


Mobility

Support

IntegrationSales/ Service

Cloud


CustomDevelopment


Analytics


15

Our Integration services include:

Salesforce integration Design.

Custom Integration services using Restful APIs and also with various other third party tools.

Expertise in integrating Salesforce applications to other enterprise applications such as ERP and custom applications.

Expertise in fixing the compatibility issues of cloud services with your systems and ensure that real time data is available across all segments.



16

Integration Design Mechanisms:

SFDC Integration Mechanisms:

All processes are completed in single Transaction.

Composite Application / Mashup

Apex call outs - Consuming external services

Apex Web Services - Exposing salesforce.com web services to other systems

SFDC Integration Mechanisms:

All processes take multiple transactions to get completed.

Outbound Messaging

Batch Integration using CLI

Salesforce – to – Salesforce Apex Call outs @future

Synchronous Asynchronous

Force.com SOAP (Simple Object Access protocol) APIs

Force.com REST (Representational State Transfer) APIs

Hosting Web Services with the Apex Web Services

Inbound Integration

Outbound Messaging

SOAP Services for Invoking External Web Services

HTTP to invoke external REST services

Outbound Integration

Application Logic Integration:



MIGRATION OF LEGACY / OTHER CRM SYSTEMS TO SFDC

17

Testing

Training


Mobility

Legacy/Other CRM Systems to SFDC MigrationSales/ Service

Cloud

CustomDevelopment


Integration

Support

Analytics


18

LEGACY / OTHER CRM SYSTEMs

Cu

sto

mer

Dat

a +Business Logic

& Functions

Legacy CRM Systems

MIGRATION

Cu

sto

mer

Dat

a +Business Logic

& Functions

We follow a structured process to migrate your existing legacy / other CRM data into Salesforce

Understand your existing CRM data structure and use the fastest ETL methods available to successfully migrate data to Salesforcecutting down the number of API calls and time for migration.

Using the Data loader tool provided by SFDC for straight forward data uploads by mapping CSV or Excel data to SFDC Object Schema.

Leveraging Off the shelf ETL tools like Talend, Informatica, Jitterbit Connect etc. to migrate data in complex data migration scenarios.

MIGRATION OF LEGACY / OTHER CRM SYSTEMS TO SFDC


SALESFORCE MOBILITY PRACTICE

19


Integration

Testing

Training


Mobility

Support

Domain Consulting


Salesforce Practice

CustomDevelopment

Analytics



20

Games App

Mortgage calculatorapp

Restaurant App Finance calculatorApp

Movie streamingApps

Sales Analytics App

D O M A I N S

S O L U T I O N S

Patient Assist App

Travel App




Our Salesforce Mobility Services enables our clients to:

Quickly and efficiently realize enterprise level mobile apps that connect to their customer’s data.

Take advantage of the tools, frameworks, and APIs that will work on virtually any mobile device platform

Leverage the true advantage of mobile apps that are capable of drawing the users in, using combinations of rich device features, HTML5, native or hybrid apps, and theirs enterprise data.

Take advantage of our usability experts who are highly experienced in making mobile apps more engaging with the help of social and collaboration features.

Access customer and enterprise data, and utilize advanced capabilities such as analytics and social sharing via comprehensive REST APIs.

Leverage our varied domain knowledge, technical expertise, knowledge on latest industry trends and effective delivery model.

DATA ANALYTICS

22

Testing

Training


Mobility

Support

Analytics



CustomDevelopment


Integration


23

DATA ANALYTICS CLOUD

• Our Data Analytics cloud services answers to any question ranging from multiple business apps, databases, big data and Multiple data sources.

• Our specialized Salesforce services enables any organization with Data Analytics app up and running in days with no infrastructure build out, spend or delays

• Our Analytics cloud solutions are perfectly Scalable that can handle billions of data points of any data types, in a single easy, responsive view.

• We implement Salesforce platform with native approach for easy deployment & management of users, apps & security.

• Our implementation expertise of Self Service modules enables Intuitive graphical exploration of billions of data points.

Scale & Security

Search Dynamic UI Monitoring Exploration Dashboard Builder


SALESFORCE TESTING SERVICES

24


Mobility

Support

Testing



CustomDevelopment


Integration

Training

Analytics


25

SALESFORCE TESTING SERVICES

We deploy a highly process oriented and detailed approach in testing Salesforce based applications. With the help of a team comprising of experienced testing professionals, Salesforce Certified Administrators and developers we provide full range of testing services that includes:


High Level Scenarios

Analyze the story (PO, DEV)

Scenarios Creation

Scenarios Validation (PO)

Detailed Scenarios

Study of story’s details (DEV)

Test Cases Creation

Test Creation

Functional Tests Creation

GUI Tests Creation

Add to Build

Test Execution

Unit Tests Verification

GUI Tests Execution

Functional Tests Execution

Regression Testing

Final Validation Sign-off

Exploratory Testing

Security Testing

Performance Testing

UAT Testing (PO)

SALESFORCE SUPPORT SERVICES

26

Testing

Training


Mobility

Support


CustomDevelopment


Integration


Analytics


27

SALESFORCE SUPPORT SERVICES

Proactive Monitoring

Proactively monitor Salesforce implementation, identify areas of improvement, recommend courses of action, develop best practices, and create an improvement plan

Persistent Administration

Ongoing administration and maintenance services comprising of user management, security management, standard and custom object maintenance, data management, and package maintenance

Ongoing Maintenance

Provide on-going maintenance and support for applications by working on enhancements, change requests etc.

Comprehensive Training

Comprehensive training and help desk support services to ensure high end-user adoption


28

SALESFORCE SUPPORT SERVICE LEVELS


29

SALESFORCE DELIVERY MODEL



Why Etisbew for Salesforce?

Our In-depth industry knowledge, profound customer experience, world-class domain expertise, and rich repository of tools and best practices help us bring you tangible results.

The following are some of the unique advantages of partnering with us for your Salesforce needs:

Delivery Excellence with dedicated focus on user adoption.Our Salesforce practice has developed a proprietary hybrid implementation methodology which incorporates user collaboration during the program lifecycle, leading to higher user adoption.

End-to-end servicesWe cover the entire spectrum from cloud transformation strategy to solution implementation and maintenance support

Focus on InnovationWe make use of Industry specific solutions and accelerators that help reduce time to market and cost without compromising on quality

Leverage cross technology expertiseOur team of Cloud, Mobility, Analytics and Social technologies will help to design the best possible business solution for our customers

SALESFORCE CASE STUDIES


32

Following is a cross section of few key projects that we have implemented using Salesforce.com:

Sales / Service Cloud Implementation(Integrated CRM Solution)

Implemented a solution by combining three support groups (Legacy client software, Legacy Acquired org and Cloud/Ops) into a single, integrated CRM solution for client’s customers and associates.

Service Cloud Implementation (Insurance Company)

Implemented Email-to-Case , Workflow, Approval process, Escalation rules. Mobile configuration, Outlook Integration and created custom Salesforce reports and dashboards.

Service Cloud Implementation(Beverages Industry)

We implemented a solution using Salesforce service cloud enable their internal help desk with Service Cloud integrated with their Workday and Other existing systems which enabled the client in quick tracking of internal KPIs on employee issues.

Business Analytics AppImplemented a web-based map solution to enable the client to organize and analyze their business data geographically with rich interactive UI.

Business Analytics AppImplemented a solution using Salesforce Analytics cloud platform involving fast data mashups from their existing CRM and Warehouse data.

Exhibitor Mobile App (Events)Implemented a mobile app using Salesforce platform to enable the client to Create registration pages for events where each registration generates a badge or ticket to an event.

Customized CRM ApplicationImplemented a customized CRM application for tracking sales & marketing activities effectively to help sales reps effectively manage everyday activities.

SAMPLE CASE STUDIES BY INDUSTRIES


The client required a complete design specification for “FutureState”, a Unified CRM project known as ALL Customer Experience(ACX). ACX, defines a new level of customer focus that has threehigh level goals:

Aligning client service capabilities to enable an integratedand consistent experience for our customers

Simplifying business process and incorporating “bestpractices”

Providing the highest level of service in the softwareindustry.

Our Solution:

We combined three support groups (Legacy client software,Legacy Acquired org and Cloud/Ops) into a single, integratedCRM solution for clients, customers and associates.

A unified support process containing Case Management ,Customer Portal / Communities, Security and Access ,Knowledge , Reports and Dashboards

Enabled the client to achieve their vision for Future State byproviding a standardized service capability around the globe.



The client is a Leading Insurance Company that required a solution to standardize business processes across the organization to control data visibility and sharing on the basis of role , region & profiles. The expected solution should maintain data accuracy, correctness & completeness for data collated from multiple source systems with real time Integration with an external system for searching & importing data. The client expected enhanced reports to help resolve business groups queries in a timely & effective way, allowing users to track progress across solutions.

Our Solution:

Implemented Email-to-Case , Workflow, Approval process,Escalation rules. Mobile configuration, Outlook Integration andcreated custom Salesforce reports and dashboards to meetorganizational needs.

Utilized the power of COGNOS 8.4 tool for complex reporting.

Enhanced “day-in-the-life” user productivity, relationshipmanagement and capabilities to up-sell and cross-sell products.

Our Service Cloud Implementation enabled the client to accesscomplete and integrated reporting both at an IndividualBusiness Unit Level, and Roll ups to Management Levelenhanced.

The mobile implementation enabled the staff to access theapplication and real time data while they are on the field.

34

Insurance & Healthcare



The client is a Leading Beverages company who required a solution to drive their data-driven conversations with 100K millennial employees to track internal KPI’s on employee related issues.

We implemented a solution using Salesforce service cloud enable their internal help desk with Service Cloud integrated with their Workday and Other existing systems which enabled the client in quick tracking of internal KPIs on employee issues. The solution enabled the helpdesk to resolve the issues in quick time ( around 10X faster than existing process) which resulted in huge improvement of employee satisfaction.

35

Beverages Industry



The client is a FMCG company and required an interactive application for the sales & marketing professionals to Visualize business data,build & manage sales territories, conduct market analysis, or plan sales trips to specific accounts with optimized routing.

We implemented a web-based map solution to enable the client to organize and analyze their business data geographically with richinteractive UI. The application enabled the client to create custom maps of sales territories, analyze business work flows, and developbusiness expansion plans by simply importing their business data and visualize accounts, contacts, opportunities and prospects against anaccurate business map of the world.



37

The client was looking for a 360 Pipeline view of its 8 global businesses. They required Fast data mashups from their existing CRM andWarehouse data. The solution was expected to be web based and Smartphone friendly and a one stop application for Sales Professionals(Internal Users) focusing on business customers.

We implemented a solution using Salesforce Analytics cloud platform involving fast data mashups from their existing CRM and Warehousedata. We customized the solution for Account Sales Planning, Channel Management, game plan creation and Channel Visibility catering tobusiness needs utilizing salesforce.com. The application enabled the client to automate support for effective sales planning, pricing andchannel programs etc. The solution involved creation of workflow, approval and validation rules to enforce business processes anddevelopment of custom Analytical reports and dashboards in quick turnaround using Agile Implementation methodology.



The client required a events management app to be implemented using SalesForce platform. This app was expected to enable them Create registration pages for events where each registration generates a badge or ticket to an event. Following are the Event management features for sponsors, speakers, sessions that were implemented:

Event management App to Integrate with their existing DotNet application and existing websites

QR Code generator for Badges and Tickets

Create exhibitor listings that easily integrate into existing websites

Electronic mobile show guide creation



The client required a customized CRM application for tracking sales & marketing activities effectively. Our solution helped sales repseffectively manage activities every day. With few indicators the reps could show how proactive they are and how correctly they focused inmanaging their sales pipeline. The application enabled them to easily create a management plan for Leads, Accounts, Contacts andOpportunities and easily identify neglected ones. There is a activity scoring system to measure the sales team performance which enabledto efficiently plan, execute and record sales activities.



© 2016 @ Etisbew Technology Group Inc. All rights reserved.

Thank You!

Contact:[email protected] : +1 847 483 8674

mailto:[email protected]

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ETG Salesforce Practice Deck

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