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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Gartner: Magic Quadrant for CRM Service Providers, Worldwide, 2013

IDC: Global salesforce.com capability 2014

Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Basic Reporting
& Analytics
Opportunities
& Quotes

Campaigns

Leads

Social Media
Integration

Salesforce.com capability

Order to
invoice

Orders

Geo-mapping

Mobile Devices

Pricebooks
Activities
& Chatter

Event App
Sales & KPI
reporting

Contacts

Contracts

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Briefs &
Proposals

Accounts
(hierarchies)

Products

Inventory

Advertising
Content

Bookings
Agencies
(hierarchies)

Benefits &
Compensation

2014 Deloitte MCS Limited. All rights reserved.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

External-Facing

Force.com
Technologies

Boundary Systems

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Surveys

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

A unique and multi-layered alumni

management system
Brief
The BRIT School is a unique performing and
creative arts institution in the UK, whose alumni
include performers and production staff. As the
school prepares to celebrate its 25th anniversary it
has an ambition to more actively engage with its
alumni. Alumni data had previously been stored in
separate systems and a new, modern solution with
specific education requirements was needed.
Solution
We worked with the alumni and external relations
teams at The BRIT School to identify the key
functionality required. The Deloitte team designed
and built the solution focusing on the principles of
simplicity and usability. We configured
Salesforce.com to enable the creation of layers of
detail and connections between people that could
be easily managed by the schools IT team. \
Results
The entire engagement was completed in four
weeks, including cleansing and loading the data of
8000+ alumni and industry contacts. The BRIT
School now has a single system capable of storing,
tracking and managing interactions with their
contacts.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Salesforce implementation across

four brands at LeasePlan UK
Brief
With LeasePlan Group implementing SFDC
globally, LeasePlan UK were looking to create their
own bespoke system to increase consistency in
their sales processes.
Solution
After understanding the current data and systems
architecture, we captured business requirements
and mapped existing sales processes to fit with the
new system. We then implemented the
Salesforce.com Sales Cloud across three of four
LeasePlan brands (LeasePlan, Automotive Leasing
and Network) for both the New Business and
Account Management teams. The system was also
modified for use with the Salesforce1 mobile app,
ensuring that end-users had the functionality they
needed on-the-go.
Results
The changes resulted in more defined and
standardised sales processes, and a reduction in
the number of systems used for data and customer
management.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Streamlining processes and

extending Salesforce capability
Brief
WildHearts is an innovative small business of only
13 employees, distinguishing themselves through
their values and exceptional service. The goal of our
work with them was to optimise processes and
develop their Salesforce capability.
Solution
We helped streamline their processes and expand
their existing Salesforce.com instance to cover
sales, case management and exec reporting,
delivering real, tangible value. Less time held back
by technology, more time with customers, enabled
by technology - transformative for a business that
strives to put customers at the centre of what they
do.
Results
Through our work supporting WildHearts, weve
seen (and helped enable) the transformative effect
technology can have for small business. Benefits
have been greater than expected and have included
enhanced mobility, more processes and activities
enabled, better reporting, a 360 view of the
customer, more management insight all built on a
scalable and flexible platform.

25

Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

A centralised solution for sales,

service and customers
Brief
To support their growing global business, Powa
asked Deloitte to implement a centralised global
solution for their sales and support teams as
well as their customers.
Solution
Following an agile methodology using our unique
Tracker tool, we implemented three Salesforce.com
products consecutively:
The Sales Cloud in eight weeks
The Service Cloud in four weeks
A fully customised branded Customer Community in
eight weeks
Key functionality delivered:
Account & Opportunity Management
Case Management & Service Level Agreements
Knowledge Management
Chatter Answers & Ideas
Results
The solution enabled their sales and support people
to build a complete view of their relationship with
customers whilst allowing their customers to access
self-service tools.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Optimising an existing Salesforce system and

re-energising the commercial users
Brief
Having used salesforce.com for three years, the
Guardian recognised that they have not made the
best use of the system in their 250+ sales
organisation. They wanted help to optimise their
existing system and embed its use into their business
Solution
We worked with the Guardian to understand future
sales team objectives around sales management,
opportunity pipeline consistency and visibility,
collaboration and objectives for system use. We then
gathered these requirements to simplify
salesforce.com, and focussed on capturing important
customer and opportunity data to provide real time
actionable business intelligence. Our bespoke and
highly interactive engagement and training
programme ensured immediate buy-in, with sales
representatives helping to drive training and adoption.
Results
The project aligned the existing disparate sales
process into a single pipeline, with seven stages to
provide visibility across sales teams and international
markets. It also delivered standardised training to all
250+ users. This programme has delivered greater
adoption of the system, and provided increased
visibility of opportunities and pipelines.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Using SFDC to help Sixt become a

customer-centric business
Brief
Sixt is one of the leading car rental providers in
western Europe, and a market leader in Germany.
They were looking to transform their business into a
customer-centric organisation through the
implementation of Salesforce.com. The key
objectives of the project were to improve sales
(using a streamlined sales process supported by
SFDC Sales Cloud), and to increase customer
satisfaction (using a Customer service solution built
on Salesforce.com).

Solution
Initially, the sales processes across 7 countries
were defined for all products and sales channels. An
agile project approach was then used to implement
a Salesforce.com solution.

Results
Sixt now have a common sales process across 7
countries. They have benefited from a 360view of
the customer on one platform, giving them improved
sales and customer insight, and customer
satisfaction.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Field service and sales to 12,500

users globally
Brief
Roche Diagnostics were looking to transform their
sales, field service and contact centre operations to
support their operations globally.
Solution
We mobilsed and trained a joint team in agile design
and build principles working with salesforce.com
and field service provider GMS. Through a six-week
blueprint phase we led joint design of sales and
service processes, and built a system to support the
new ways of working. The project principles of
simplicity, prioritisation throughout, and full
collaboration across multiple teams are upheld. Our
unique project management tool, Tracker, keeps
three parallel sprint teams, designers, process
owners and stakeholders across multiple countries
continually up to date with the project success.
Results
After the six-week blueprint and nine sprints, the
project team is currently working towards the first
go-live for sales.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Establishing a Force First

strategy for development at Lilly
Brief
With four 5,000+ seat force.com native applications
in their business, Lilly wanted to know whether they
should move all IT innovation and development onto
a force.com platform.
Solution
We interviewed stakeholders from every area of the
business to identify where application development
was required, and where there was a natural fit for
force.com. Quickly identifying over 40 applications,
the business case for an enterprise wide agreement
with salesforce.com soon became clear.
Deloitte were also able to provide expertise on
setting up a centre of excellence to manage the
innovation pipeline, design and development and
the solution architecture required to govern and
extract most value from the agreement.
Results
The strategy resulted in a strong business case for
change, aligned stakeholders, and an enterprise
wide deal with salesforce.com to become the
platform of choice for IT innovation.

30

Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

An innovative, mobile solution in

the palm of the customers hand
Brief
Diageo wanted to provide their customers with a
more accessible ordering channel via an online
customer portal. This allows a customer to browse a
personalised product portfolio, place orders and
access information about their account and
invoices day or night.
Solution
We developed a customer strategy which resulted
in us implementing a portal built on
Salesforce.coms cloud platform. This integrated
to iDiageos existing Order-To-Cash process, while
retaining their existing SAP backend system as the
master data source. The global portal provides
customer focussed features such as favourite
products and automatic order splitting to make
placing an order quicker and easier.
Results
Diageo Connect has redefined business-to-business
interactions, turning them into a consumer-like
experience, ideal for publicans. It also scales to beer
distributors they felt a great user experience
shouldnt just be for consumers.

31

Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Supporting the KBC Customer

Care Department using SFDC
Brief
KBC Autolease (part of KBC Group) provides car
leasing services (mainly in Belgium and
Luxemburg). Deloitte was asked to implement and
integrate Salesforce.com to support their Customer
Care Department in handling all after-sales
processes. KBC Autolease were looking to increase
customer retention and penetration through
streamlined services to its clients, and to
standardise processes by using a shared CRM
platform.

Solution
Once the after-sales processes were defined and
designed, the CCS Implementation was completed.
In addition to this, work was completed to integrate
the system with Lease Base and Lotus Notes.

Results
After the implementation, KBC Autolease had
clearly define and efficient after-sales processes,
and one integrated tool to access customer and
vehicle information, and to manage after-sales
requests.

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (DTTL), a UK private company limited by guarantee, and its network of
member firms, each of which is a legally separate and independent entity. Please see www.deloitte.co.uk/about for a detailed description of the
legal structure of DTTL and its member firms.

Deloitte MCS Limited is a subsidiary of Deloitte LLP, the United Kingdom member firm of DTTL.
This publication has been written in general terms and therefore cannot be relied on to cover specific situations; application of the principles set out
will depend upon the particular circumstances involved and we recommend that you obtain professional advice before acting or refraining from
acting on any of the contents of this publication. Deloitte MCS Limited would be pleased to advise readers on how to apply the principles set out in
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acting or refraining from action as a result of any material in this publication.
Registered office: Hill House, 1 Little New Street, London EC4A 3TR, United Kingdom. Registered in England No 3311052.

2014 Deloitte MCS Limited. All rights reserved.

Member of Deloitte Touche Tohmatsu Limited

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Salesforce.com capability

2014 Deloitte MCS Limited. All rights reserved.