field service startup kit - pwcstartup kit pwc germany pwc 6 weeks upto level 5 process description...

Field Service Startup Kit

PwC Germany

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

About PwC and our capabilities

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


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


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

https://www.youtube.com/watch?v=JiZX2TucFCk&feature=emb_logo

Our approach

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


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


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


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


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


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


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


PwC

FSL industrialized rollout package for you

Prerequisites

• Rollout readiness assessment is complete

Price


• 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


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


Our references

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


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


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


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


Appendix

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


PwC

Implementation activities and deliverables (2 of 2)


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


UAT • End2end testing with user group

• Raising defects

• Fixing defects


signed off


• Process Owners


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


23


PwC

Rollout: activities and deliverables


Training • Preparation of training material

• Perform train the trainer sessions

• Document – training material – sign-off

• Deliver train the trainer sessions


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


UAT • End2end testing with user group

• Raising defects

• Fixing defects


signed off



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


Below are the deliverables from rollout phase.

24


Contact us

PwC

We are always reachable for you ...

Michael Graf

PwC Technology Consulting

Partner

M +49 151 11135371

[email protected]

Mudit Jain


Senior Manager

M +49 160 3714 778

[email protected]

Vivek Menon


Manager

M +49 171 8139 815

[email protected]

26


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.

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