Capgemini CRM Modernization Services

October 4-7 – San Francisco, CA2016 Dreamforce

Capgemini CRM Modernization Services – Accelerate CRM to the Cloud

Contents

2

Business Case

Capgemini's Salesforce & Siebel Capabilities & Value Proposition

Siebel to Salesforce Migration Approach

Tools & Enablers

Migration Considerations

Conclusion – Why Capgemini

Case Studies

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3

5

7

6

4

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CRM Industry Trends

Think Business Transformation not a Technology Migration

Functionality and Rich User Experience

Point & click functionality resulting in greater participation by the business

in application administration Easy to navigate UI resulting in ease

of user adoption Rich functionality and additional new

features coming out with 3 releases per year.

Cost Considerations

Subscription model resulting in low initial investment

No Infrastructure cost tied to the application

No upgrade cost for the application Less ongoing maintenance cost due

to ease of development and maintenance.

Integration

Ease of integration with robustAPI capabilities

Availability of App Exchange applications resulting in faster

overall development Out of the box configurable applications available for mobile

devices No application downtime required for

deployment.

KEY REASONS FOR THE SHIFT

Ambition IT and Business

Alignment CRM Modernization

Migration Business Benefits

Client experience after moving to Salesforce from Siebel

41%+

SalesProductivity

50%+

MarketingROI

45%+

CustomerSatisfaction

55%-

Decrease inSupport Costs

41%+

Faster DecisionMaking

52%+

Decrease inIT Costs

Salesforce CRM – Ecosystem That Brings Clear Results. Its time to move from Legacy to Next Gen CRM on Cloud Source: Confirmit Inc., on 240+ customers randomly selected. Market 1 B Euros is as per Salesforce estimates

Contents

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Business Case



Tools & Enablers



Case Studies

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3

5

7

6

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2

We are a “top tier” Global Strategic Partner with Salesforce and bring deep implementation expertise with the platform

6

Implementation MethodologyCapgemini’s CapGEM methodology for Salesforce solutions help drive adoption via early business testing, and rapid, iterative rollouts

Scope of ServicesCapgemini provides end-to-end solutions from strategy, design to solution development and implementation

COEsCapgemini serves clients globally from our Centres of Excellence through our Rightshore® Model

Rich Bouquet of

Services

SALESFORCE.COM CRM ADVISORY

SALESFORCE.COM IMPLEMENTATION

INTEGRATION & MIGRATION

SERVICES

FORCE.COM & VMFORCE

APPLICATION FACTORY

APPLICATION MANAGEMENT &

MANAGED SERVICES

Solution Validation

Solution Development & Testing Solution

Deployment

Rapid Development SprintsRapid Solution Validation

Rapid Solution Workshops

Draft Process Flow Diagrams (Optional)

OUTPUTINPUT

Enhancement Opportunities

Future State Processes

Finalized Requirement Matr ix

OOTB Functional ity Matrix

Rapid Solution WorkshopsRapid Solution

WorkshopsRapid Solution Workshops

Future State Requirements Workshops

UAT

E2E

ALL

Pilot

Early Business Testing

Rapid Rollouts

1 2

Project Timeline Weeks 1 to n…..

Iteration 1Solution

Definition, Design

& Development

Solution Testing

User Experience

Program Management

SIT

UAT

Deployment

Solution Architecture / Release Management

Project Setup

DiscoveryUser Experience Testing

Planning

Go Live

Warranty

PlanningInputs to Design

Iteration 2

Iteration 3

Iteration …

Iteration n

Change Mgmt Organizational Change Management to Drive Adoption

Iteration specific

UAT

Project Management – Scope / Progress / Risk / Issues / Knowledge Transfer

1000+Salesforce practitioners world-

wide, including:

900+Certified Consultants across

Sales Cloud, Service Cloud and Developer areas. Many

practitioners are certified in more than 1 application.

300+Business Analysts, Integration

Developers, Testers, Data Specialists and Reporting

Analysts

50+ OCM and Training Specialists

30+ Large Engagement Managers

Approved Plans to add another 800+

practitioners in 2016 through recruitment and internal

training/certification initiatives

France

IndiaUS

Associated with Salesforce since 2007 Global Strategic Partner status and privileges Strong collaboration across Leadership, Sales, Project Delivery and Product Management Launched 3 Fullforce Solutions around Retail, Insurance and Manufacturing/Automotive for CSX Partner Award for Innovation in Financial Services – Dreamforce 2015 “Industry Innovation Award” for our Retail “Fullforce” Offering – May 2014 Partner Award for Innovation in Marketing – Dreamforce 2012

Listed by Gartner as one of top global CRM Systems Integrators Global Strategic Partner: Highest level available to consulting partners Siebel ‘Gold Star’ Distinction for Customer Satisfaction for 14 consecutive quarters Ability to take clients from Strategy to Transformation to Outsourcing Worldwide CRM personnel is 8000+, Over 2000 completed CRM projects globally 1,200+ Siebel Practitioners across globe, 400+ Siebel Implementations with rich experience in large-scale implementations, off-

shore delivery capabilities for Siebel, with 700+ resources in India Global infrastructure supporting Distributed Delivery, Organized by geography, functional, and industry expertise Multi-site implementation and roll-out framework with Siebel Solution Centers — at a global level and with Rightshore® models in place

for all implementations (Siebel Factory) Proprietary Siebel tools and engagement accelerators for all phases of the engagement lifecycle ensure quality deliverables as per

Oracle best practices

Capgemini’s Siebel Expertise

7

Combined expertise enables Capgemini to understand the Siebel data and business model, conduct the requisite process and data transformation, and migrate seamlessly to Salesforce

Contents

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Business Case



Tools & Enablers



Case Studies

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3

5

7

6

4

2

Proven Migration Approach for Speed to Market

Capgemini’s Migration Approach Highlights

Structured approach to enable accelerated process, metadata & data migration from Siebel to Salesforce.com Leverages Capgemini’s expertise on Salesforce as well as Siebel solutions Accelerated migration supported by Capgemini’s proprietary tools & enablers Strengthened by the key partnership with Salesforce.com

RapidMigrate® is built on Force.com & Heroku platforms and helps in accelerating migration of Metadata & Data from Siebel to Salesforce.

AnalysisCapgemini would

conduct an in -depth analysis of the Siebel System

ModernizeSupport

Modernization of existing processes

Build & MigrateJumpstart migration

by leveraging accelerators such as RapidMigrate

Change Management

Validate & test the migration

Governance & Management Insight

Adopt rather than Adapt: Avoid a one-to-one migration that would recreate the Siebel complexity

Prefer existing integrated solutions to heavy custom development Don’t implement “like for like” User Interface: Keep standard, even if you slightly

adapt your processes Build for the future: Don’t ignore new capabilities/enhancements Involve End-Users early on and throughout the project Run a Pilot (to identify challenges and ensure user adoption) Manage data quality Manage change for a successful user adoption Establish a strong governance model during and after Go-Live

Key Success Factors

12

Contents

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Business Case



Tools & Enablers



Case Studies

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3

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Capgemini's Rapid Enablers dedicated to de-commissioning Siebel and migration to Salesforce

14

Training SandboxProgramManagement

Service OrientedArchitecture

Data GovernanceFrameworkSemantic Models

Data ModelMapper tool

ArchitectureComparison

ToolsArchitecture

Functionality Matrix &Requirements Gathering

Salesforce Accelerators that Speed Delivery, Lower Costs, and Reduce Risk

Contents

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Business Case



Tools & Enablers



Case Studies

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3

5

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Migration from Siebel to Salesforce can be conducted in phases or at one go, depending on the complexity of the Siebel data model.

Siebel functionalities not supported by Salesforce may require custom development on Force.com platform and/or process reengineering.

The data structure, access control mechanism, business model, as well as the user interface of Siebel is significantly different than Salesforce. A one-to-one mapping of all entities should not be expected.

Complexity of the data migration effort would depend on entity relationship and size of the data store. Moreover, effort for data extraction and transformation, as well as data cleansing and de-duplicating should be considered.

Non availability of vertical solutions in Salesforce causes the increase in complexity of specific modules. The migration plan and design should consider the Force.com platform limitations (API and Governor limits) and if

needed, work with Salesforce to find suitable solution. The out of the box reporting module in Salesforce may not be sufficient to cater to complex reporting requirements.

Key Considerations

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Why Capgemini for CRM Modernization Services

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Proven expertise in multiple industry sectors and experience of 2000+ Siebel and Salesforce certified resources globally

Proven methodology processes featuring RapidMigrate provides for quick mapping of Siebel to Salesforce metadata Rapid Design & Visualization framework featuring User Centered Design methods and Visualforce for Change &

Enhance Management Utilization of Salesforce accelerators to speed delivery, lower costs and reduce risk of the migration Additional focus on organizational change management that provides training based on role-specific

performance needs Market leader and a Cloud visionary to enterprises, enabling two-thirds of Fortune 500 companies with their Cloud

services requirements.

One of the world's largest consulting, technology and outsourcing companies with 180,000 employees in over 40 countries.

Global Consulting and Systems IntegratorSiebel to Salesforce Migration

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Client Overview

Greater sales insight and more accurate forecasting afforded by end-to-end view of lead to conversion lifecycle

Realized 50% savings in IT support resources Rapid time to value without system downtown

provided by swift migration and seamless transition Integrated marketing campaign management provides

effective lead nurturing, qualification and assignment Improved adoption via significant increases in

logins and user activity Rapid adoption improved accuracy of contacts and

account assignments Well positioned for transformational phase activities

that yield large deal collaboration, increase in qualified leads and improved client centricity.

Benefits/Results

Replace existing 2000 user Siebel and Marketo systems for with Salesforce opportunity management and Pardot marketing automation systems

Implemented in two phases:1) Transitional to migrate all users safely with no automation downtime; 2) Transformational - users adopt new, standard business rules and governance

Data migration process using Talend ETL tools for identification of priority objects.

Utilized steering committee and change agents for to validate business rules and proposed governance

Implemented in phases by geography with complete rollover in 6 month timeframe

Solution

System adoption and usage was low due to difficult user interface

Sales productivity and effectiveness had declined due to lack of automation adoption

Disparate, home grown systems were increasing and preventing company-wide insight

Recent acquisitions were using their own systems with different business rules and governance

Marketing campaigns and demand generation were executed with separate systems that limited sales and marketing alignment and integrated campaign management

Issues

European Provider of Post-Trade ServicesSiebel to Salesforce Migration

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A Belgium-based financial services company that specializes in the settlement of securities transactions, as well as the safekeeping and asset servicing of these securities was using Siebel v7.7 CRM tool and wanted to replace it with another CRM solution to follow up on client inquiries and issues detected by an internal reconciliation mechanism.

Client Overview

Increment in Client satisfaction due to a better case management and faster turnaround

Reduced maintenance cost for further development and extension

Enhanced support agents productivity Enhanced stability, availability and performance

of the application Incremental approach to addressing complexity, thus

increasing speed to market. Increased sales conversion rate using Case

Management, Activity Management and Telephony Integration.

Enabled Service Oriented Architecture to encapsulate discrete functionalities and promote re-use of business functions and code

Benefits/Results

Achieve business requirements with vanilla implementation of Salesforce, and to use out-of-the-box functionalities and configuration possibilities of Salesforce

Implement Salesforce service cloud CRM solution in Client

Create interfaces with Siebel/mainframes and other databases using MS SQL Server(T-SQL,SSIS) and Data Loader web services

Perform data archiving(Quarterly) and data replication(frequency 5 mins) by utilizing MS SQL Server(T-SQL,SSIS), Data Loader web services

Migrate all business activities and active cases from Siebel to Salesforce by using CLI for Apex Data Loader

Perform System validation/Integration validation

Solution

Client preferred Salesforce to replace current Siebel tracking application because of Salesforce User-friendliness

User acceptance Delegation of more administrative functions to a

business competence centre Offers higher potential for future developments and

coverage of more businesses

Issues

Global Pharmaceutical CompanySiebel to Salesforce/Veeva Migration

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The client is one of the world's twenty leading pharmaceutical companies. Headquartered in Germany, it operates globally with 145 affiliates and more than 42,000 employees. The business areas consist of human pharmaceuticals and animal health. The company's key areas of interest are: respiratory disease, cardiovascular disease, Parkinson's disease, HIV, thromboembolic disease and cerebrovascular disease.

Client Overview

Reduction in the Total Cost of Ownership (TCO) Alleviate staffing pains caused by business

fluctuations, through flexible staffing and pricing models

SLA’s manage to user satisfaction, response and resolution times

Applied Flexible demand model for supporting over 20000 tickets in a year

Continuous improvement, increased quality and business improvements

FMA (failure mode analysis) Increased knowledge base Support and monitoring automation L2 Agents support Business, Sales and Data Steward

user groups Replaced the regional/local support model to an

integrated Global support model

Benefits/Results

Transitioned Veeva + ODS applications having 4000 users in 2 months and additionally on boarded 50+ countries in 12 months

Over 40 Support and Developer FTEs in Veeva, ODS and Informatica

Application management of Veeva (Ingenius) system for 17,000+ remote sales reps supporting:

Seamless integration between multiple local systems in BI with Veeva

Territory Management Call Planning Samples Management Syndicated data extract process Travel and Expense management Disconnected Analytics for Pharma

(OBIEE 10.1.3) CLM

Solution

Client used Siebel ePharma (versions 7.5x and 7.8x) as their CRM standard software for Marketing and Sales Prescription Medicine

For several reasons, client decided to invest in the implementation of a SaaS CRM solution (Veeva/Salesforce) referred to as the Next Generation CRM (NxGn CRM) global program.

Deliver a fixed-cost, SLA driven model while providing bandwidth for additional responsibilities and/or small enhancements over 40 countries.

L2/L3 Support for over 60+ countries with local follow-the-sun support

Support over 325 unique Interfaces managing 100+ applications worldwide

Issues

Global Automotive ManufacturerSiebel to Salesforce Migration

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Client is the UK arm of Top Global Automotive Manufacturer. This department is responsible for around 70% of client’s vehicle sales. Currently, client holds around 12% of the market share in the UK. Client’s headquarters are in Luton.

Client Overview

Flexible licensing No separate hosting costs No investment in hardware required Short lead time to deliver new system Predictable ongoing costs for applications service,

support and customizations

Benefits/Results

Opted for Salesforce Developed bespoke coding for Deal Approval Developed bespoke coding for Offer Letter generation Capgemini engaged by the client to deliver a full life

cycle implementation of Sales Cloud application and ongoing support for defect resolution and enhancements

Solution

The previous CRM system (Siebel 7.5.3) was coming to the end of its shelf life.

Required CRM functionality Required deal approval workflow functionality Required the ability to generate Offer Letters to formally

offer deals to its clients On-going business support required

Issues

Leading Energy SupplierSiebel to Salesforce Migration

27

Client is the UK's leading installer of domestic gas central heating systems. The company provides home energy related services covering gas, electricity, water, and home security in England, Scotland, and Wales. It is a British-owned company.

Client Overview

Capgemini successfully implemented the full call center solution using Salesforce Service Cloud module.

The “Start-Small, Grow-Big” approach significantly reduced the risk of investing large amounts of money up-front and provides tangible results early on in the project lifecycle.

The new solution provides client’s management with an end-to-end view of each customer throughout the sales and implementation lifecycle. In addition, there is a clearer view of each sales lead through its lifecycle and tighter controls to mitigate sales lead slippage.

Benefits/Results

The Capgemini SaaS team deployed the customized Salesforce application to replace existing functional breath of legacy systems.

In addition development was deployed to connect the Salesforce system to a host of other systems in order to increase the customer experience.

The solution leverages leading processes such as call scripting, scheduling, postcode lookups and telephony solutions.

The evolutionary nature of development also supports parallel continuous process improvement with fluid development negating the need for a protracted design phase.

Solution

The New Heating arm of client received an average of 500,000 sales leads per year (figures quoted for Q1 2008). This principally arose from marketing campaigns, referrals from engineers in the field and directly from domestic customers in their homes.

However, only 100,000-150,000 of these opportunities were realized and successfully converted into a sale through to installation. It was realized that a 1% increase in sales conversions rates would equate to £4.4m in new sales.

In order to achieve this target, management has identified the need to provide a new Salesforce based lead management system to replace the existing Siebel system.

Issues

About CapgeminiWith more than 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model.

www.capgemini.com

The information contained in this presentation is proprietary. © 2016 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.