How to Drive a Large Scale Global Deployment

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How to Drive a Large Scale Global Deployment
Track Large Enterprise Deployments

• Phil Barker, SVP, Chief Adoption Officer
• Steve Schlabs, VP, Global Enterprise Accounts
• Sam Loveland, Director, Global Enterprise Accounts

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  concerning new, planned, or upgraded services or
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Weve Had Great Teachers!
7,500 Subscribers
5,000 Subscribers
6,700 Subscribers
5,200 Subscribers
1,000 Subscribers
4,500 Subscribers
3,900 Subscribers
1,700 Subscribers
Enterprise Standard
1,500 Subscribers
5,000 Subscribers
2,800 Subscribers
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Implementing On-Demand is Different!
Traditional Software
On-Demand Service

• RDD, tech spec, construct, test, launch takes
  months
• At deployment, app does not meet business needs
• Low adoption - limited value to end users

• Iterative rapid deployments
• Focus on business process change management
• Delivering high-value to end users

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Components That Yield a Successful On-Demand
Solution

• Strategy Business Case
• On-Demand Roadmap
• Operating Model
• Integration Data Strategy
• Adoption Strategy
• Support Strategy

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CRM Business Web Strategies

• Compelling business strategies driving
  initiatives most often have Revenue Enhancement
  topping the list
• Most organizations have multiple objectives
• Documenting objectives and stakeholder alignment
  help you to achieve the vision for your
  initiatives

Your strategies are the roadmap for how you will
achieve your vision.
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What are your CRM business objectives?
Source Europe Gartner end user survey. N344,
October 2004 From Predicts 2005 How CRM Will
Help to Grow Revenue Again, Jan. 7, 2005.
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Sample of CRM Business Drivers

• Unmanageable CRM Infrastructure
• Standardization of a single SFA application
  across all business units
• Adaptability to growing and changing businesses
• Reduce the learning curve of sales associates and
  professionals
• Leverage and cross-sharing of business unit and
  overall knowledge

• Improve productivity
• Improve client management
• Improve call, pipeline, and forecast management
• Improve team collaboration on client
  relationships
• Creation of institutional knowledge of client
  relationships
• Creation of competitor intelligence

• Consolidated View of the Customer
• Consolidate on a single sales process and tool
• Improve Rep/Manager Productivity
• Improve Business Intelligence and reporting
  capabilities

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Desired Impact of Salesforce.com
Capabilities
Return
Revenue Cost

• Account Contact Management
• Opportunity Management
• Pipeline Management Forecasting
• Activity Tracking
• Integrated Sales Methodology
• Consistent Representation of Your Brand
• Lead Campaign Management
• Real Time Reporting Dashboard
• Integrated Service Support
• AppExchange
• Apex Platform

Enhanced Time to Value Minimal infrastructure
investment
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Sample Business CaseTotal Benefits in
Sample Data
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Components That Yield a Successful On-Demand
Solution

• Strategy Business Case
• On-Demand Roadmap
• Operating Model
• Integration Data Strategy
• Adoption Strategy
• Support Strategy

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Factors that drive implementation
complexityUnderstanding deployment risks

• Executive Sponsorship
• Executive business unit sponsors
• Established PMO?
• Established project standards
• Organizational Complexity
• Number of Users
• Functional Groups
• Reporting Structures
• Multi-National
• Security / Sharing Requirements
• Functional Requirements
• Modules
• Record Types Layouts
• Products Annuities
• Dashboards
• Workflow
• Business Processes
• Complexity
• Inflexibility

• Number Of
• Countries
• Languages
• Currencies
• Data Migration
• Number of Sources
• Complexity of Fields
• Number of Records
• Cleanliness
• Integration Requirements
• Number of Links
• Architecture of Each
• Real-Time Requirements
• Volume of Data
• Frequency of Updates
• Training Requirements
• Instructor-Led, eLearning, Blended
• Direct or Train-the-Trainer
• One-Time or Phased

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On-Demand Release ProcessEnhanced time-to-value

• Size each project
• Implement release management program
• Implement ongoing integration and data management
  programs
• Build sustainable support and training program

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Roadmap that Supports CRM StrategyHigh
concurrency, incremental functional phases
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Components That Yield a Successful On-Demand
Solution

• Strategy Business Case
• On-Demand Roadmap
• Operating Model
• Integration Data Strategy
• Adoption Strategy
• Support Strategy

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Operating Model Center of Excellencethe core
team
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Change Management Integration with Business
UnitsBuilding a network of user champions, local
ownership
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Components That Yield a Successful On-Demand
Solution

• Strategy Business Case
• On-Demand Roadmap
• Operating Model
• Data and Integration Strategy
• Adoption Strategy
• Support Strategy

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Data and Integration StrategyDefining use cases
and associated business benefits

• Data uploaded into salesforce - objective is to
  enhance usability and maximize business benefit
• Identification of source systems, scrubbing and
  transformation processes required complexity
  assessment
• End-user and key stakeholder acceptance of the
  data source(s), confirm cost justification
• Sync strategy if not read only cross reference
  keys needed to match records would an online
  link to the data be better
• Ensure no adverse impact to usability too much
  data, poorly organized, not segmented by LOB
• Data extracted from salesforce - agreement on
  what salesforce.com is the system of record for
• Ensure naming standards, support collaboration,
  avoid duplicates
• Custom edits that must coded in the UI
• Fiscal period considerations locked versus
  unlocked
• Historical requirements and archive processes
• User responsibilities regarding Outlook
  integration or Offline usage

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Data and Integration StrategyConfirm supporting
technology components

• Data staging and validation processes
• One-time, initial or recurring
• Data transformations
• 3rd Party data enrichment and cleansing
• Allowance for local language and currency
• Test and Production Environment configurations
• Release components and best practices, commit
  procedures
• API access using WSDL
• Java based development
• Workflow and Outbound Real-time Messaging
• Security
• VPN considerations
• Single sign-on scenarios
• Sharing model consistency

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Data and Integration StrategyAssigning a team
leader

• Full-time throughout deployment, integral member
  of the COE
• Maintenance of sub-project plan
• Integrated release strategy with functional
  phases
• Training and support of administrative personnel,
  centralized and distributed
• Part-time post production, integrated IT
  responsibility
• Resolution of operational faults
• Ongoing QA audits
• Archival
• System end-of-life scenarios

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Components That Yield a Successful On-Demand
Solution

• Strategy Business Case
• On-Demand Roadmap
• Operating Model
• Data and Integration Strategy
• Adoption Strategy
• Support Strategy

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Adoption StrategyAdoption is not a random event

• It takes a disciplined defined approach to drive
  adoption
• You need measures and incentives

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Does One Size Fit All?

• For Example

• 3,000 seat deployment

• 50 of end users will resist the change

• 1,500 end users

• Question?

• Does one size fit all?

• Should all categories of end users be trained
  the same?

• You need the right training, recognize the
  different training requirements

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How to Train?Appropriate medium, content and
frequency

• Organizational Knowledge
• Pace of training
• Access to materials
• Training Medium
• Leverage power users
• Role mix of trainees
• Lines of business
• Complexity of processes
• Languages/culture
• Application modules

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Components That Yield a Successful On-Demand
Solution

• Strategy Business Case
• On-Demand Roadmap
• Operating Model
• Integration Data Strategy
• Adoption Strategy
• Support Strategy

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Enterprise On-Demand Support Maintenance

• On-demand provides for flexibility and ease in
  application customization, which promotes
  business group independence, but leads to unique
  support and maintenance challenges
• How does an organization manage and prioritize
  change?
• How does an organization maintain a application
  consistency, yet allow for nimble customization
  and enhancement?
• How can business users benefit from application
  flexibility?
• How does an organization communicate application
  changes?
• How does an organization support a changing
  environment?

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Enterprise Solutions for Support Maintenance

• Efficient support maintenance is key to strong
  user adoption and satisfaction. An Enterprise
  organization must have a strategic plan in place
  for the key support processes below
• Clear Change Management Processes
• Consistent feedback loop between users, support,
  and business stakeholders
• Clear change control expectations and timelines
• Regular Release cycles for enhancements
• Business Group Independence
• Global architecture and strategy
• Business unit participation in decision making
  and change management
• Regional or Business unit independence on
  division-specific enhancements
• Business User Feedback Loop
• Defined channel for feedback and incorporation
  into change management plans
• Closed loop communication and response
• Clear, Defined Communication Channels
• Between business stakeholders, configuration
  teams, and support teams
• Between project management change management
  teams
• Clear Support Network and Escalation Channels
• Defined channel for application support for
  business process and technical issues

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Support Administration Structure Process
Option 1 Centralize Application Management
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Support Administration Structure Process
Option 2 Regionalize Application Management
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QA
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