Date post: | 22-Jan-2018 |
Category: |
Technology |
Upload: | salesforce-developers |
View: | 2,146 times |
Download: | 0 times |
modern architectures building a sustainable roadmap
thomas j. cozzolino principal architect evangelist
@tcozz in/tcozz
sanjay savani enterprise architect [email protected] @sjsavani
chris bosch master enterprise architect [email protected] @ChrsBosch
salesforce briefing
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
modern architectures • what?
• why?
• roadmaps
roadmaps in action • sanjay
• chris
lessons learned now what? q & a
agenda
United Artists
modern architectures
enterprise architecture is being rebooted
modern architectures: trends + reality
• ivory tower = kaput • business won’t wait for
diagrams (or data) to be perfect
• outcomes and verbs rule
• hybrid • true agile • metadata, model-driven,
elastic • pull-focused à event-
driven
model: fabrics
governance
devops
portfolio
business strategy • current state
• operating model
• business events
• disruption
capabilities
• pmo level
• roi, tco
• visibility
portfolio
• proj and pgm alignment
• sunsetting
• new tech
critical roadmap inputs
case 1
Mobile Solution
Order Management Apps
Alerts Promotions
SMS
Financial Info Customer Data
Email/SMS
CRM
Docs Common Data
Work Orders
Field Systems
Persistence Management
Midrange
Sales History
Data Warehouse
Contact Center Solutions
Communication Interaction Layer
Behind the Scenes
CTI
Call Recording
Financials
Capacity Planning
OMS
Mainframe
Field Mobile
Survey
Website
Claim Proc.
Integration Services
Layer Client Systems
Customer Service
Consumer Mobile App
current state: customer engagement
Salesforce Cloud
Heroku Cloud
Email, SMS, Mobile Push Communications
Claim Processing
Customer Issue Management
Customer Surveys
Online Chat Channel
Technician Assignment & Route Planning
Customer Engagement Console & Knowledge
CRM System of Record
Master Data Management
Customer Analytics
Field Content Management
Employee Collaboration & Employee Apps
Client Self Service Capabilities
Provider Network Capabilities
Consumer Mobile Backend
Client Portal CSR
Engagement Console
Field Technician
Apps Consumer
Mobile App
Heroku Connect
Customer Engagement
Layer
Core Systems Layer
Integration Layer OMS Data
Warehouse
Call Recording
Phone Systems
Financials Website
API Lightning Connect
AWS Customer
Docs
Client Systems Capacity
Planning
Employee Collaboration
App
future state: customer engagement
Initiatives: ü CRM Master Data
Management Architecture & Implementation
ü Customer Communications Framework
ü Issue Management Foundation
ü Employee Collaboration
Phase I Phase II
Initiatives: ü Field Service and Consumer
Mobile Architecture and Design ü Field Service Mobile Beta- Field
Service Mobile App- Pilot Market
ü Replace Consumer Mobile App ü Customer Touchpoints/Analytics
Pilot ü Client Portal Pilot
Phase III
Initiatives: ü Field Service App Rollouts
Complete ü Analytics Across all Customer
and Client Touchpoints ü Client Portal Rollout
preliminary implementation roadmap focus on the execution
maturity curve
TECHNOLOGY ENABLEMENT
phase I phase II phase III
CRM foundation
consumer mobile &
field service design
integrated agent
experience
client and self service
BUSI
NES
S IM
PAC
T &
VALU
E
customer communications
& addnl. channels
field tech & customer apps
deployed
complete omni channel and
analytics
consumer & field tech experience
analytics foundation
mapping roadmap items to measurable value Ini$a$ve Phase Capabili$es Measure Technology Mapping
Employee Intranet Crawl
• Replace Intranet Functionality • Time Tracking App • SSO Experience
é Employee Retention • Chatter • Partner Community • Employee communities
Customer Loyalty App
Walk/Run
• Find Nearby Locations • Manage Issues • Shop for Products • Schedule Appointments • Rewards Program Management • Knowledge • Community Discussions • Push notifications
é Customer Loyalty é Customer Lifetime Value
• Heroku (for mobile App, ecommerce, scheduling app)
• Heroku Connect (customer data integration)
• Loyalty Rewards Management • SOS • Customer Community • MC Mobile Push
Employee Performance Management
Crawl
• Onboarding • Work.com Goals, Badging, etc. • Mentoring Program (custom) • Executive Dashboards
ê Employee Turnover
• Work.com • Chatter • Taleo • Force.com (mentoring and other apps)
Cross-Sell Upsell Management
Walk
• Route Opptys from Operations to Store Associates for Followup
é Sales Revenue • Partner Community • Service Cloud
Customer Self Service Walk/Run
• Customer FAQ, eCommerce, etc Customer Issues
• Local Community Events (volunteer, etc.)
é Customer Satisfaction • Customer Community • Service Cloud
Supply Chain Process Optimization Walk
• Eliminate spreadsheet-based fulfillment processes • Force.com
Employee In-store Sales Process App Walk/Run • Sales enablement for employees
é Customer Satisfaction é Employee Productivity • Force.com/Sales Cloud
• use the language of the business
• avoid using rigid timelines (esp. if no agreed-upon estimates exist)
• identify planning steps for more complex projects
• include measuring impact across all phases
• establish guiding principles for roadmap development
• get stakeholder’s fingerprints on the roadmaps
• create an initiative à capabilities à measures à business impact deliverable
lessons learned
case 2
customer engagement
retail context: omni-channel customer engagement empowering stores to enable ecommerce strategy
customer insight
sell
serve
stores
head office
corporate
franchises
customers
small business
consumers
Store Enablement
reward
support & operate
store relationship
supply
market
corporate
government
marketing and social
sales
customer service
ecommerce
retail operations &
support
consistent, personalised sales and service across channels
differentiated store capabilities
customer perspective store perspective internal perspective
strategy map: retail context
store perspective
customer perspective
financial perspective
internal perspective
seamless ecommerce –
Store transition
best-value products and
services
simple and efficient to deal
with know me
grow revenue increase wallet share
improve operational efficiency
improve customer
experience
delivering ecommerce
understand customer context
and history
customer insight sell serve market
execute on digital offers
generate leads & up-sell/cross sell
help resolve customer issues
store relationship reward support &
operate supply
clarity on profile, products and services
easy to source products
compensate for eommerce
streamline store operation
Customer Engagement Store Enablement
improve service efficiency through
digitisation
differentiate store services and capabilities
increase store self-service
personalisation across physical
and digital
reward stores to drive ecommerce
empower stores to sell new services
Personalised Offers / Recommendations
Journey Management
retail customer engagement: future state capabilities
! ! customer
insight sell serve
Interaction History
Customer Profile
Product Holdings
Lead & opportunity management
customer case management
NPS surveys & follow-up onboarding
proximity services & mobile push Customer Hierarchies
up-sell / cross-sell
needs analysis track & trace / redirection
configure, price quote
Local Area Marketing
offer fulfillment
market !
Lead Generation
Revenue / Share of Wallet knowledge / FAQs
common capabilities
ease of use personalisation mobile reporting collaboration workflow security integration
finance & payments
collections
identity & document svcs
relationship sales
sending
travel
merchandising
packaging
insurance
transactional sales transactional service relationship service
existing point of sale capability
point of sale
existing in-house salesforce capability
contact centre / service sales marketing
retail: future state architecture
Customer Engagement
Customer Insight
Marketing Sales (Relationship)
Store Enablement
Store Relationship Mgmt Supply
Support and Operate
Customers Products & Pricing
Payment Gateways Orders Events ....
Sales (Transactional)
Reward Service (Relationship)
Point of Service Concierge / Mobile Self-Service Terminal Kiosk
POS and Retail Systems Salesforce
Data Warehouse Fulfillment
Billing and Revenue management
Payment and Collection
Product and Price Mgmt
Billing and Invoicing
Financial Mgmt
Event Management
Customers Stores
Retail Support
Customer Information
Relationship Sales
Relationship Service Marketing
Store Information
Contract Management
Compensation Management
Transactional Sales Fulfilment
Store Operations
Transactional Service
Transactions
Delivery Mechanisms
Business Capabilities
Enabling Front Office Applications
Integration
Supporting Back Office Applications
Service (Transactional)
roadmap: customer engagement
Customer Insight
Market
Sell
Serve
Phase 1 – Foundation (0-4 Mths)
• Customer Identification through Search • Customer Profile and Segmentation • Interaction History
• Knowledge / FAQ’s • Track and Trace • Case History
• Customer Identification through scan (Membership card)
• Product Holdings • Revenue / Share of Wallet
• Customer Identification through proximity (e.g. iBeacon)
• Needs Analysis • Up-Sell / Cross-Sell
• Opportunity Management • Onboarding • Configure / Price Quote
• Case Management • Customer Survey Follow-up • Redirection
• NPS Surveys • Mobile Push Notifications
• Lead Generation • Offer Fulfillment
• Journey Management • Personalized Offers / Recommendations • Local Area Marketing
Phase 2 – Enhance (4-8 Mths)
Phase 3 – Extend (8-12 Mths)
Strategic Value • CUSTOMER EXPERIENCE • CUSTOMER EXPERIENCE • REVENUE & SHARE OF WALLET • OPERATIONAL EFFICIENCY
• CUSTOMER EXPERIENCE • REVENUE & SHARE OF WALLET
Risk Mitigation
Delivery Mechanism
• Tablet Based App • Tablet Based App • Web Browser
• Tablet Based App • Web Browser
• Customer Data Quality – Align with existing initiatives for Single View of Customer.
• Change Management – Target limited Stores with high potential for adoption
• Change management – include internal Sales and Service users for process handoffs
• Align with mobile apps roadmap for capabilities like proximity Identification and Mobile Push Notifications
Ø Each phase will contain multiple sprints & iterative releases
Ø Deployment will be to limited Stores then grow / scale
• N/A
• N/A
transition to future state architecture: POS and mobile clienteling
Salesforce POS
• Txn Sales • Txn Service
• Customer Insight • Relationship Service Salesforce POS
• Txn Sales • Txn Service
Enterprise Systems
Phase 1
Salesforce New Retail
& POS System
• Txn Sales • Txn Service • Customer Insight • Relationship Service
• Relationship Sales • Marketing
Enterprise Systems
FOUNDATION Phase 2-3 ENHANCE & EXTEND
NEW RETAIL SYSTEM / POINT OF SERVICE
• Customer Insight • Relationship Service • Relationship Sales • Marketing
• Salesforce Deployed through Mobile Clienteling App
• Enhance Customer Service with no dependency on POS
• Add Salesforce Browser UI to Web POS UI
• Extend Customer Engagement Functions to ‘Behind the Counter’
• Potential longer term replacement of Retail Point of Service
• Assumed to be capable of broad range of Customer Engagement capabilities
• Leverage capabilities developed in Phase1-3 either directly or indirectly
• New POS becomes tightly integrated with Salesforce both via back-end and UI integration to create a seamless customer and user experience
Long Term Target
Customers Marketing
Sales Service
Txns
• Selective Salesforce capabilities as required (e.g. Knowledge, Digital Forms, Collaboration etc.)
Enterprise Systems
• link roadmap to business outcomes à line of sight from strategy to execution
• use business capability models as basis for roadmap; facilitate prioritization and business / IT communication
• leverage and extend current capabilities to gain early benefits
• adopt multiple sprints within phases à start small and keep momentum
• deliver measurable business outcomes in each phase
• define transition state architectures aligned to technology roadmap à future-proof
lessons learned
we are here to help your architecture journey
• new eBooks, website, community
• architect academy
• trailhead for architects
df + 90 days
• keynotes, networking
• modern architectures track
• architect bar
and expo
dreamforce week
• diy: trailhead
• account exec: ignite, spark, salesforce ea
• customer success: pgm architect, accelerators
post-df monday a.m.
customer success
share your feedback, and win a GoPro!
3earn a GoPro prize entry for each completed survey
tap the bell to take a survey 2enroll in a session 1
thank you