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PwC
6 weeks Upto level 5
process description
with definition of
user stories
pforce
process toolbox 100.000 EUR
13 weeks Scoping to go-live
of 1 pilot site
pforce
FSL dynamic data
migration tool 350.000 EUR
12 weeks Onboarding to
go-live of up to
4 sites
pforce
FSL dynamic data
migration tool
Onboarding
package 240.000 EUR
Our Field Service Start Up Kit
Discovery Implement Rollout
2
November 2019Customer Centric Transformation
PwC
Our BXT approach for all CRM services: From Strategy through Execution
We know what it takes to deliver a project which might require additional services which only PwC can offer out of one hand.
Our holistic BXT-Approach … … and our unique, end-to-end service portfolio:
eXperience
PwC
The knowledge
to transform …
… and the
trust to deliver
… the imagination
to create …
strategy&
Digital
Business
Innovation
Experience
Centers
Experience
Customer
Centricity
strategy&
Enterprise
Application
Strategy
Innovation
Design
Thinking
Experience
End-User
Experience
Customer
Sales/Service/
Marketing
Consulting
Customer
Customer
Life-Cycle
Legal
Legal Advice –
for rollouts
Customer
Value
Consulting
Customer
Transformation/
Organization
Legal
Data Protection
–EU GDPR
Risk
Cloud
Governance
and
Organization
Risk
Cloud
Compliance
Risk
Data Privacy
Salesforce
CRM
Consulting
Salesforce
Solution Design
& Build
Salesforce
Salesforce
Integrations
Salesforce
Global System
Rollouts
Salesforce
Saas Delivery
Methodology
Salesforce
Partners/
Ecosystem/
ISVs
Change
Communication
& Key User
Engagement
Change
Metrics Driven
Adoption
Strategy
Change
Training
PwC CRM Services Optional services to be consideredIn scope of your Implementation
4
November 2019Customer Centric Transformation
PwC
We have Salesforce consulting experts across the globe and are further leveraging our global delivery center network for all implementations
Delivery center Poland
82 experts
354 Certifications
Consulting Europe & UK
283 Experts
560 Certifications
Consulting US & Canada
255 Experts
1.268 Certifications
Delivery Center
Columbia, S. Carolina
170 Experts
Delivery Center Africa
25 Experts
40 Certifications
Delivery Center Dubai
49 Experts
229 Certifications
Delivery Center Japan
80 Experts
426 Certifications
Delivery Center Shanghai
91 Experts
531 Certifications
Delivery Center India
169 Experts
1.122 Certifications
Delivery Center Australia
29 Experts
136 Certifications
5
November 2019Customer Centric Transformation
PwC
Here is one of our success videos
for field service implementation:
...and this year again we have won 3 more partner innovation awards with one of
them for Field Service Lightning implementation at one of German Client
What are our clients and PwC Leadership saying:
“We are receiving very positive feedback from our customers which are very happy
that we implemented a system to increase efficiency, and most essentially that we
are increasing the transparency’’ COO at Leadec
“As part of a large-scale digitization project, PwC facilitated Leadec's
standardization and digitization of sales and service processes, thus aiding
Leadec in reaching their goal of becoming a global service champion,” said
Michael Graf, Partner and Customer Centric Transformation Leader at PwC
Germany.’’
We are recognized by salesforce as their key partner and this year we have Won Innovation award for FSL implementation in Germany
6
07/11/2019
PwC’s Front office transformation
3,000+
Engagements
Delivered by our team of 600+
certified Salesforce professionals
1200+
Salesforce certifications
7 Certified Technical Architects
Salesforce @ PwC
One of the biggest implementations
worldwide
We use Salesforce Sales Cloud
as CRM system ourselves
9× winner
Salesforce Partner
Innovation Awards
Since 2013, PwC has won more
awards than any other partner
11
Fullforce + Lightning Bolt solutions
We pride ourselves on our ability to
measure success through analytics
70+
Accelerators
Developed with our deep industry
knowledge & extensive Salesforce
platform experience
PwC
Run the discovery phase to harmonize your process with our proven toolbox
We have built a proven toolbox on field service industry process based on our experience of working with different clients over the years.
We bring this toolbox with us to enable and moderate the discovery phase. This will help us to define and harmonize all the process in much
more leaner and efficient manner
3.2.1
Order Entry &
Validation
3.2.2
Regulatory &
Financial
Verification
3.2.3
Capacity Check &
Order Confirmation
3.2.4
Order Changes/
Cancellations
3.2.5
Task & Resource
Planning
3.2.6
Service Execution
3.2.7
Documentation
3.2.8
Invoicing
3.2.5
Task & Resource
Planning
Order Data
Start XOR
TRP* done in
OM system
Consolidate
tasks to work
orders
Automatic
allocation of work
orders to
resources
Automatic order
of req. material
Consider customer
pre-requisite
activities
(e.g. availability of
spare parts)
Work order
assigned
Transfer data to
customer ERP
system
TRP* done in
customer system
Transfer data to
OM system
Customer
specific resource
planning
Tasks and
resources
planned
4
Work
Tasks/Details
Resources of
customer and
ext. providers
Customer
asset data
Resource
data
Inventory
data
Work schedule
3.2.1
Order Entry &
Validation
Redo calculation
Start XOR
New order
received via
internal portal
New order
received verbally
New order
received mail
New order
received from
customer
supplier portal
1
Transfer to Order
Management
System
Review and
adjust customer
details
Verify task
structure based
on calculation
OROrder in OM
system correct
Customer/
Offer data
Work Tasks/
Details
Automatic
8
November 2019Customer Centric Transformation
PwC
Field Service Discovery package with the process toolbox
6 weeks Upto level 5 process
description with definition
of user stories
process toolbox 100.000 EUR
Discovery
Prerequisites
• As is documentation is prepared from client side
• Availability of key client resources is ensured
Price
• Price is excluding travel expenses and VAT
Discovery
1. As Is analysis
2. To Be definition
3. User story creation
4. Implementation and Rollout plan
Scope of discovery phase
9
November 2019Customer Centric Transformation
PwC
pForce: end-2-end project lifecycle management done in Salesforce
Agile delivery combined with iterative
elements:
• We look at the whole picture
• Our approach is collaborative
• We leverage proven tools and
accelerators
• We transfer knowledge at every stage
Our iterative Conference Room Pilot (CRP) implementation approach provides you with clarity and details every step of the implementation
Project and change management execution
Project change control management
Stakeholder communication management
Assess
Analysis & scope validation
Review
Validation
Mobili
sation
Baselining
1
Implement
Production preparation
Deployment
Training
Go-live
Live D
data migration
UAT
4
Operate & review
Production support
Knowledge transfer
Hypercare
Fixing
5
Design Construct
Build & testRequirements analysis and design
Functional Design Technical Design
Solution concept &
pilot
Customer journeys
Confirmation
Application
architectureBuild
Integration
architectureTest
Data migration
Build and test
Test and migration
Iterative Cycle
2 3
CRP*
iterations
Requirements
Gathering WorkshopAlpha, Beta, and
Final Review
We bring with us our project management
toolkit built on SF platform itself:
• Project progress is controlled using PwC’s
pForce – a delivery toolkit used in agile
project management for end-2-end project
lifecycle management, increased
transparency, governance and impact
reporting.
*Conference Room Pilot
10
November 2019Customer Centric Transformation
PwC
FSL Implementation package with CRP approach for you
Prerequisites
• High level process harmonization and definition already in place
• Availability of resources
• Availability of data
• Availability of IT infrastructure
Price
• Price is excluding travel expenses and VAT
Close to standard functionalities
1. Service contract entry
2. Financial & regulatory verification
3. Order confirmation
4. Order changes & cancellations
5. Task and resource planning
6. Service execution
7. Documentation
8. Invoicing
9. Mobile / Offline
Scope of implementation
13 weeks Scoping to go-live
of 1 pilot site
pforce
FSL dynamic data
migration tool 350.000 EUR
Implement
11
November 2019Customer Centric Transformation
PwC
Preparation of rollout plan
Industrial FSL rolloutReadiness checks
Facilitation of the rollout enablement with a rollout readiness assessment phase
We propose to have a rollout readiness phase to already start in parallel to the pilot implementation to have efficient and
faster rollout to other sites/countries/regions
Sizing of all sites – T-shirt sizes
Assessment of as-is data, resources
and infrastructure for all sites
Definition of rollout enablement
effort and plan
Rollout of sites who have passed
the readiness check
Rollout of sites post corrections
and mitigation plans taken
Implementation of mitigation plan
for readiness
Rollout readiness assessment phase
a
b
c
a
b
c
12
November 2019Customer Centric Transformation
PwC
FSL rollout : Our consolidated onboarding approach leads to quick go-to-market in sites
Onboarding Data collection –
25%
Data migration –
25%
Data collection –
100%
Data migration –
100%
UAT – Data migration
and integrations
Train the Trainer Deployment, go-live
& Hypercare
Week 10-12Week 9-10Week 9Week 8Week 3-7Week 5Week 2-4Week 1-2
• Conduct an
onboarding
workshop with local
super users
• Conduct walkthrough
of the data collection
templates
• Conduct an
application
walkthrough of the
pilot solution
• Review rollout
Approach and plan
• Share data collection
templates
• Complete collection
of sample data (25%
of total data)
• Data needs to be
available in the pre-
defined templates
and relevant to
various factions of
users/ departments
• Migration of the data
provided in the pre-
defined templates
into test environment
• Smoke testing of the
data with specific
logins
• Integration Testing
• Collect data in the
pre-defined data
templates for all the
data that needs to be
moved to production
• Review the data
collected
• Load the data into
UAT environment
• Document the load
executions with pass
and failure
• Re-load failures if
necessary
• Conduct UAT for
data migration and
for the local
integrations only
• Document and report
the UAT results
• Conduct train the
trainer for the super
users
• Conduct hands-on
sessions in the
application
• Conduct walkthrough
of the data collection
templates
• Sign off attendance
of the sessions
• Execute cut over
plan
• Deploy data into
production
• Enable users
• Sign off Production
Go-live
• Perform hypercare
calls with country
SPOCs
• Follow up user
adoption KPIs
• Stabilization
Rollout progress bar
13
November 2019Customer Centric Transformation
PwC
FSL industrialized rollout package for you
Prerequisites
• Rollout readiness assessment is complete
Price
• Price is excluding travel expenses and VAT
• Price for rollout readiness package is not included. It has to be assessed
based on number of site and users ins cope of rollout
Rollout
1. Onboarding
2. Data Migration
3. Train the Trainer
4. 2 weeks post go-live support
Scope of rollout
12 weeks Onboarding to go-live
of upto 4 sites
pforce
FSL dynamic data
migration tool
Onboarding package 240.000 EUR
Rollout
14
November 2019Customer Centric Transformation
PwC
Our commercial offer details
Financials terms & conditions
• Our fees are based on actual time spent, and will be calculated according to our rates as agreed with your purchasing. These rates depend on the qualification of the
individuals involved and on the structure of the project team planned for this engagement.
• Travelling expenses and out-of-pocket expenses as well as the applicable statutory VAT will be charged additionally.
Resources
• We will deploy our best Salesforce skilled resources for this at your location available during the entire duration on contract, aptly supported by strong Salesforce
skilled resources from both our nearshore delivery center in Poland and our offshore delivery center in India can be deployed on request basis
Obligations
• This estimate is based on the assumptions set out in the different prerequisites and functional boundaries defined in this documents as the expectation that you
provide the necessary support at the agreed commencement of the engagement, i.e. that all records, documents and other information necessary for the
engagement are accessible, and that designated and appropriately informed persons are able to provide the information required. PwC advises you on project
management activities. All PwC project management tasks are for managing the PwC team solely.
• Since we will predominantly work at your locations, you provide us with needed premises including the necessary infrastructure and office facilities, free of charge. As
far as this is not required, we can also provide our services from our PwC offices.
Change management
• If, as a result of unforeseeable circumstances, there will be a significant increase in the time required for the engagement, we will inform you immediately, and
discuss with you how to proceed with the engagement. If additional time needs to be spent, this will be agreed in writing and billed separately.
Payments
• We will invoice you every 30 days without any additional discounts.
15
November 2019Customer Centric Transformation
PwC
Leading Industrial Services Client
One of the largest Salesforce Field Service Lightning implementation in EMEA
Strategic
Vision
Salesforce
implementation
for Sales and
Field Service
Program
Management
Technical service provider wanted to integrate Sales and Field Service
operations
• Implementing a global integrated solution
• Bringing Sales and Field Service on the same platform
• Integration with ERP, finance and HR system
We brought in a host of automations & integrations using Salesforce
platform
• Supporting the client to define Project Governance
• Doing the customer journey definitions to harmonize, define and prioritize
the scope
• Implementation of Sales Cloud
• Implementation of Field service lightning
• Setting up master data and integration architecture
• Developing and executing a rollout of Sales and field service solution
globally
• Solution is being implemented with 6 PwC network firms - PwC DE, PwC
PL, PwC US, PwC IN, PwC BE and SDC IN
Resulted in
• Reduced infrastructure costs
• Improved adoption and internal collaboration
• Reduced Sales cycle time
• Better Reporting, reduced maintenance effort
• Single customer view from different systems
Sales Cloud 250 Users 240 Sites FSL Implementation
Change
Management
and Training
PwC 17
November 2019Customer Centric Transformation
PwC
Manufacturer of application software for real-time data management
Increased collaboration, enabled field service operations and empowered sales team to perform better
and accelerate growth
Sales Cloud
Reduced cost
Talend for
data migrationt
Marketo
integration
Dashboards
& reports
FSL implementation
Sales Cloud 800 Users FSL Implementation (400 FSL licenses)
Manufacturer wanted to replace their existing CRM solution to support
their growing business needs
• Improve conversion rate and win-rate percentages
• Decrease sales cycle time
• Improve customer satisfaction by reducing resolution times and by
improving visibility
• Build scalable platform to support future needs
• Reduce total cost of ownership in the long run
We brought in a host of automations & integrations using Salesforce
platform
• Implemented Salesforce Sales cloud to track opportunities
• Process Automation and Approvals.
• Marketo Integration to capture Lead Interesting moments
• Integration with SAP system to keep account updated
• Iframe integration to show details from different sources in a single view
• Configured Field service lighting to handle Work orders
• Retired MSCRM system and Migrated data to Salesforce
Resulted in improved Sales , Customer satisfaction and flexibility for
future enhancements
• Reduced infrastructure costs
• Improved adoption and internal collaboration
• Reduced Sales cycle time
• Better Reporting, reduced maintenance effort
• Single customer view from different systems
PwC 18
November 2019Customer Centric Transformation
PwC
Health Medicaid and insurance
From patient onboarding to field service dispatch of Nurses – facilitated appointment view for managing field service operations
Dashboards
& Reports
FSL implementation
Google Maps
integrationG
Apple watch
integration
Service, Community
and Health Cloud
Customer 360°
Health care provider needed a system to focus on their field service, patients care
plan, care team and time line
• Track the current location of nurses and assign appointments
• Ability to assign a nurse for the appointment based on the nurse’s location and patient’s
preference as well as real time update of appointment status
• Patient’s dashboard that gives the 360 degree view about any patient and ability to
create care plans, appointments, medications for the patients
• Chatter to collaborate with internal employees
• Access to FAQ’s or knowledge base for quicker responses
• Reports & dashboard on performance
We brought in a one in all solution using several Salesforce clouds
• Implemented Salesforce community cloud, service cloud and health cloud
• Google map integration for nearest home care center search
• Chatter collaboration with manager and other agents
• Care plan, care team and timeline of patient
• Real time appointment status tracking, nurse location tracking
• Ability to capture nurse’s availability to reassign nurses
• Directions to patient’s home and offline access to appointments
• Service report generation
Resulted in faster decision making & improved agent productivity, higher customer
satisfaction
• Faster service and enhanced customer experience
• Location specific service
• Quick access to priority / escalated cases
• Faster decision making & improved agent productivity
• Quicker access to care plan and care teams
• Predefined work types for faster appointment booking
Service, Community and Health Cloud 200 Users FSL (150 licenses)
PwC 19
November 2019Customer Centric Transformation
PwC
Wyndham Destinations (Journey)
Revolutionizing the time-share industry by bringing a paperless experience for the customers and empowering Leadership to make the right decision with 360 view of guest data
Dynamic Dashboards
& Reports
FSL implementation
Service, Community
and Marketing Cloud
Customer 360°
Field Service Lightning, Service, Community and Marketing Cloud
Solution benefits
• Mobile Responsive Marketer Experience – Allows the marketers to
real-time soft scoring, Google places API integration, real-time
availability, view arrivals, and book/confirm tours
• Instant Text & Email Notifications – Sales Reps and Marketing Agents
get instant notifications on tour booking and customer assignments
• One stop shop for Rep Management – Tour Reception gets to control
the tour lifecycle from check-in to disposition from one screen. In
addition, they get to Drag & Drop for matching tours to Sales Reps
• Digital Tour Confirmations & E-signatures – Give your customers the
convenience they expect with digital tour invites & e-signatures for gifting
• Inventory Management – Empower sites to track inventory levels,
initiate/receive transfers, and eliminate inventory write-downs
Business value
• Go Paperless – Exponentially reduce Operational costs by going digital,
eliminating paper and PII risk.
• Dynamic Dashboards for Field users – Remove the hassle of setting
up site specific filters for each user
• Real-time Reservation Feed – Provide your In-house Marketing with the
power to book tours from reservations in real-time
• Performance & Exception Reporting – Empower your leadership to
make the right decision by providing them 360 degree view of their data
PwC 20
November 2019Customer Centric Transformation
PwC
Implementation activities and deliverables (1 of 2)
Phase Activities Deliverables Roles required from LMH
Requirement
engineering
• Project kick-off
• Identifying stakeholder and defining focus groups
• Run the scope CRP sessions
• Document the detailed user stories
• Review and sign-off
• Document – Stakeholder management chart with defined focus
group for the workshops
• pForce – All the requirements/user stories documented
• pForce – Review and sign-off on requirements and user stories
within the tool
• Process Owners
Design • Preparing system functional design
• Preparing system technical design
• Start development in the system
• Run design CRP sessions
• Review design and clarify design related questions & limitations
• Document – Functional design document
• pForce – Review and sign-off on design
• Process Owners
Build • Development of all the key components and integration layers
• Run build CRP sessions
• Review build and clarify build related question & limitations
• Document – Technical design document
• pForce – GUI, Pagelayout finalized
• pForce – Review and sign-off on build
• Process Owners
• Super Users from
pilot site
SIT • Internal testing of end2end system
• Defects fixing
• pForce - All critical and high priority defects are fixed and SIT
signed off to enter into UAT
• pForce – Status reports on defects
• Process Owners
• Super users from
pilot site
22
November 2019Customer Centric Transformation
PwC
Implementation activities and deliverables (2 of 2)
Phase Activities Deliverables Roles required from LMH
Training • Preparing training material
• Perform train the trainer
• Document – training material – sign-off • Process Owners
• Business Analyst
Data
migration
• Each iteration will have migration, validation, defects and fixing:
– 1st migration run – SIT environment
– 2nd migration run – SIT environment
– 3rd migration run – UAT environment
• Final run in production environment
• Document – Data migration approach and design for transformation
• pForce – Defects and defect fixing
• pForce – Status reports
• pForce – Review and sign-off
• Process Owners
• Business Analyst
UAT • End2end testing with user group
• Raising defects
• Fixing defects
• pForce - All critical and high priority defects are fixed and SIT
signed off
• pForce – Status reports on defects
• Process Owners
• Business Analyst
Deploy and
hypercare
• Deployment of the pilot solution to the production environments,
migrate data and enable users
• A live application for the users of the site identified • LMH Leadership
• Process Owners
• Business Analyst
23
November 2019Customer Centric Transformation
PwC
Rollout: activities and deliverables
Phase Activities Deliverables Roles required from LMH
Training • Preparation of training material
• Perform train the trainer sessions
• Document – training material – sign-off
• Deliver train the trainer sessions
• Business Analyst
Data
migration
• Each iteration will have migration, validation, defects and fixing:
– 1st migration run – SIT environment
– 2nd migration run – SIT environment
– 3rd migration run – UAT environment
• Final run in production environment
• Document – Data migration approach and design for transformation
• pForce – Defects and defect fixing
• pForce – Status reports
• pForce – Review and sign-off
• Business Analyst
UAT • End2end testing with user group
• Raising defects
• Fixing defects
• pForce - All critical and high priority defects are fixed and SIT
signed off
• pForce – Status reports on defects
• Business Analyst
Deploy and
hypercare
• Deployment of the pilot solution to the production environments,
migrate data and enable users
• A live application ready for roll out to countries • LMH leadership
• Business Owners
• Business Analyst
Below are the deliverables from rollout phase.
24
November 2019Customer Centric Transformation
PwC
We are always reachable for you ...
Michael Graf
PwC Technology Consulting
Partner
M +49 151 11135371
Mudit Jain
PwC Technology Consulting
Senior Manager
M +49 160 3714 778
Vivek Menon
PwC Technology Consulting
Manager
M +49 171 8139 815
26
November 2019Customer Centric Transformation
Let’s boost your technicians and operators efficiency through superiorFSL implementation!
© 2019 PwC GmbH. All rights reserved. Not for further distribution without the permission of
PwC. “PwC” refers to the network of member firms of PricewaterhouseCoopers International
Limited (PwCIL), or, as the context requires, individual member firms of the PwC network.
Each member firm is a separate legal entity and does not act as agent of PwCIL or any other
member firm. PwCIL does not provide any services to clients. PwCIL is not responsible or
liable for the acts or omissions of any of its member firms nor can it control the exercise of
their professional judgment or bind them in any way. No member firm is responsible or liable
for the acts or omissions of any other member firm nor can it control the exercise of another
member firm’s professional judgment or bind another member firm or PwCIL in any way.
pwc.de
Vielen Dank für Ihre Aufmerksamkeit.
© 2019 PricewaterhouseCoopers GmbH Wirtschaftsprüfungsgesellschaft.
Alle Rechte vorbehalten. "PwC" bezeichnet in diesem Dokument die PricewaterhouseCoopers GmbH Wirtschaftsprüfungsgesellschaft, die eine Mitgliedsgesellschaft
der PricewaterhouseCoopers International Limited (PwCIL) ist. Jede der Mitgliedsgesellschaften der PwCIL ist eine rechtlich selbstständige Gesellschaft.