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Corporate Function Transformation The Bombardier Human Resources journey with Salesforce

Event:Customer Company Tour Presenter: Janet Huckvale Ref: 130615 Date:02 July 2013

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Bombardier Transportation: Stepping Ahead in Smart Mobility

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§  36,000 employees §  26 countries §  80 major sites §  3 continents

§  Diverse business §  Independent operations §  High local regulation §  Project based

§  Cost –optimised products §  Diverse business

§  Requires flexible, cost-optimised internal services

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Our HR Challenge

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§  Standard processes

§  Common systems

§  Transaction approvals

§  Report on service delivery

§  Direct Access

§  Controlled content

§  Reduced cost

Our strategy

§  Centralise transactional services into major hubs §  Provide transparent, common processes and systems §  Enable local control of the input to / output from transactional hubs

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We delivered

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Common processes/ systems infrastructure Transaction processing in 3 centres §  Romania §  Mexico §  India

One stop shop : >30,000 information searches and 12,000 service requests a month. >25% increase in service volumes to transactional hubs > 5,000 documents controlled

€k

Business case Achieved

Project 9.238 7.818

Payback year

2014 2013

Operation run rate

-33% -25%

7 yr Ops saving

21.976

22.886

7 yr total 14.788 17.117

25% cost reduction to save €23m and full ROI in 2 years. Continuous process improvements + 5% pa eg New Hire Documents €50k

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Salesforce – the key enabler

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Transaction Processing

Collaboration Escalations

SLAs Validation

Workflow

Process queues

Knowledge

Reporting

Manage Documents

Comms

Following 30+ BT processes

To support 30+ country regulations

For 6 Divisions

Engaging users by role

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Why Salesforce? §  .

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Buying Criteria Position/ 5 shortlist

Functional Requirements

=1

Role management 2

Service Requests 2

Workflow 1

Integration to core systems

1

Telephony 1

Documentation & Records

1

Archiving =1

Reporting 1

IS requirements 1

Cost:Implement license & support

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With hindsight … what made a difference? Service management features

Email to case, customer portal, case management and reporting.

Cost of ownership SF partner consultant for 12 weeks then just license/support fees. Implementation and configuration of other options were high and cost of change with other workflow/ case management systems were significant.

Ease of implementation

16 weeks from contract signature to go live with email to case; single sign on for core users; master data interface with SAP. Later added interface to save documents from SF to employee electronic files in Imagemaster

Ease of maintenance Simple to use – low level of user training; easy to find errors and correct them; no need for IS support; no upgrade management.

Single product – no apps

Full implementation dithout additional applications – no requirement for multiple contracts, DP/Security and works council negotiations.

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Implementation Timeline

Timeline Actions Users Q4 2010 Spend approved; ITTs; vendor selection and contract 0 Q1 2011 Configure, test, UAT workflow per process/ topic. Implement SAP

interface and single sign on 30

Q2 Train the trainer; deploy to Shared Services with HRBPs using email to case

150

Q3 Transfer all existing emails into HR team 150 Q4 Open new centres – train new teams 200 Q1 2012 Release CP to HR users 700 Q3 Release CP to managers/employees.

Implement interface to e-files (Imagemaster) 22,000

Q4 Release Document Management (SF Content)

2013 In use in all countries for Service Requests; Approvals; Processing; Reporting; Documents for all HR services.

36,000

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The Direct Access Tour…. (online)

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Customer Portal Service Request

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Joins the Transaction Processing Queue by country/topic

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Reports and Dashboards – Personal; Service Management; Customer online, by email, excel

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Document Management

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Welcome to Bombardier

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Bombardier Experience with Salesforce

Problems §  Aligning usage with the process development and deployment correctly impact on budget

planning.

§  Continuous workflow changes – very few issues, all created by us – major changes 2013 created 3 issues with live operations, all due to our configuration and content. Longest took 5 days to resolve following escalation. No charging if we caused the problem.

§  Bombardier Infrastructure – not standard Single Sign-On; Lotus Notes not Outlook; DP issues created archiving challenge, SF delivered their part, delays caused by us.

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What would we change? §  Balance of service management; reporting and customer experience if we’d implemented

as big bang. §  Phone to case if we had IP telephony for all (production areas and no phone log in) §  Integration with Outlook would give significant productivity improvement (we have Lotus

Notes) §  Operating in 11 languages – SFDC standard fields are fine but configured entries are a

challenge.

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Bombardier Experience with Salesforce

What went well ? §  Implementation in 16 weeks with customised processes §  Global roll out of Customer Portal §  Customisation and local configuration §  Support issue resolution §  Premier support understand us and advice on options/ work around. §  Document Management fully featured and implemented in 10 weeks in house. §  Interfaces with SAP and Imagemaster. §  Master data load

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§  Customer Portal and service delivery teams like SF – no training for new joiners despite 30+ transactional processes; 28 countries covered ; 11 languages; document management and FAQs to use and maintain.

Salesforce has proved to be: Flexible ( not costly) Easy to manage in house Feature rich With great support