The Journey to Digital Transformation with Salesforce and Accenture Salesforce World Tour – Melbourne 10-March-2015

Matt Payne Managing Director, Emerging Technology Australia and New Zealand Accenture

(Dr) John Cassidy Managing Director, Digital Strategy Australia and New Zealand Accenture

Matt Chambers Manager, Salesforce Practice Australia and New Zealand Accenture

Accenture 101 •  Global management consulting, technology services and outsourcing company •  Approximately 319,000 people serving clients in more than 50 countries •  We collaborate with clients to help them become high-performance businesses and governments •  Accenture is salesforce.com’s #1 global alliance partner; our 4,000+ dedicated salesforce resources

have delivered over 800 salesforce.com projects

Accenture Technology Vision 2015

Digital: Accenture’s View

digital competence → digital literacy → digital transformation

Being Digital

Digital Transformation A commonly used title in our industry and a difficult one to understand

- Digital Grouping of new technologies enabling enterprises of all sizes to grow in ways not previously possible - Transformation A technology enabled change but not technology driven. The people, process and organisational change required to embrace such technology

- ‘Digital Transformation’ Setting up your business to take advantage of new technology in order to gain competitive advantage, prepare for disruptive market entrants or simply survive

Put Simply….

Digital Landscape

Digital Transformation in Action Where does Salesforce fit into large scale digital transformation programs

Sales, Service and Marketing applications

Platform for growth - Custom App’s

Fully integrated system of engagement

Salesforce opens up new possibilities Salesforce plays a key role in the digital shift throughout an enterprise by offering industry leading solutions and a platform to encourage innovation

Idea Build App App

•  Customer service call centre only •  No self service capability •  Poor response time and customers

satisfaction

•  Salesforce Service cloud integrated with Backend systems of record

The word from the street We have learned from multiple client deliveries that common challenges are arising when it comes to integrating Salesforce into existing, complex environments

Strategy and Direction

Governance and Delivery Approach

Architecture and Data

•  Executive sponsorship crucial for success •  No Digital Strategy = No Direction •  No Delivery Roadmap = No Success

•  Be flexible - Yes, we are talking Agile! •  Maintain delivery structure and governance •  Integration should always be considered

•  Architecting for SaaS is different and requires new skills, processes and development techniques

•  Data and integration remain crucial and complex

Things for you to think about We have learned a lot already and continue to tailor the way we deliver Salesforce to meet the continuous transformation challenges our clients face

Strategy and Direction

Governance and Delivery Approach

Architecture and Data

•  Ensure Executive buyers understand the SaaS delivery model •  Ensure you can Answer “What role is Salesforce playing in our digital

transformation?” •  Define a roadmap but be flexible

•  Agile comes in many forms - Flex the approach to suit your business •  Less documentation is key but usual project principles apply •  Integration will remain more waterfall in nature

•  Do your homework - Hire the correct people and setup the appropriate development structure. Think mobile.

•  Always put data at the heart of any project and fully assess the integration requirements up front