mulesoft's approach to driving customer outcomes

All contents © MuleSoft Inc.

MuleSoft’s approach to driving customer outcomes


Introductions

2

• Josh Rutberg

– Senior Director, Customer Success

– LOYAL3, Managing Director

– Bain & Company, Partner

• Jerome Delune

– VP Services, Americas

– SAP, various roles


Agenda

3

• Share MuleSoft’s approach to driving customer outcomes

• Discuss how we help our customers along their journey

All contents © MuleSoft Inc.All contents © MuleSoft Inc.

10%

% of IT projects that are delivered on time, on budget, and meeting the technical objectives

• Lack of alignment around

business outcomes

• Lack of organizational

enablement

• Took too long to realize

Common reasons for failure

Source; The Standish Group’s CHAOS Report, 2011 and 2013

Only 1 of 10 projects succeed during delivery


MuleSoft has a unique delivery approach to make you successful and avoid those pitfalls


Developed and hardened through years of

experience with 1000+ enterprise customers


Business outcomes

Organization enablement

Technology delivery

Centered around 3 core pillars

7

Customer success


6 paths for you to focus on

8

Business outcomes

Technology delivery

Org enablement

Business outcomes

Anypoint Platform

Center for Enablement “C4E”

Internal support

Training

Projects

Establish the foundation Build to scalePlan for success Measure impact


Playbooks for each path for you to follow

9

Business outcomes playbook

Anypoint Platform playbook

C4E playbook

Internal support playbook

Training playbook

Projects playbook

Business outcomes

Technology delivery

Org enablement



The C4E foundation playbook, for example

10

Business outcomes playbook

Anypoint Platform playbook

C4E playbook

Internal support playbook

Training playbook

Projects playbook

Business outcomes

Technology delivery

Org enablement



Initial launch of Anypoint Platform including common services

Refinements to Anypoint Platform configuration and

common servicesReview platform KPIs

Prioritize IT projects and quick wins

Execute on quick wins and projects

Review project outcomes

Staff the governance teams

Review C4E KPIs

Determine roles required Conduct skills assessment

Onboard MuleSoft

Define internal support model

Launch internal support team

Publish self-serve materials and support guidance

Monitor and manage Anypoint Platform Review support KPIs

Measure business outcomes

Align on business outcomes and KPIs

Develop the governance and reporting plan

Monitor and manage

Refresh business outcomes and KPIs

Establish reference architecture

Build platform roadmap and implementation plan

Schedule projects and staff teams

Assess integration capabilities

Agree on C4E as critical org enabler

Evangelize C4E

Drive consumption

Agree on the C4E operating model

Build and publish foundation assets

Execute training plan

Refresh training plan

Train initial team

Develop overall training plan

Business outcomes

Technology delivery

Org enablement


An integrated blueprint to achieve your outcomes


The MuleSoft team is here to help you

Account team

• Maintains the overall customer relationship

• Ensures you have the right product, architecture and resource coverage to ensure you are successful

Professional services

• Deliver targeted service offerings and best practices to help you achieve your outcomes

MuleSoft partners

• Bring specialized experience and expertise to help you achieve your business outcomes

MuleSoft customers

Support

Training

Services

Customer success

Customer success

• Helps you achieve your business outcomes by guiding you through the overall delivery process

• Your conduit to MuleSoft to ensure your voice is heard

Training

• Offers role-based training and certifications enabling developers, architects and operations individuals to use Anypoint Platform

Partners

Technical support

• Provides rapid resolution to technical issues arising from using Anypoint Platform Account

team


Agenda

13

• Share MuleSoft’s approach to driving customer outcomes

• Discuss how we help our customers along their journey


Build the 100-day plan

Assess your internal capabilities

Review project backlog to prioritize

Begin building Anypoint Platform

Build the first prioritized project

It’s easy for you to get started

Establish the foundationPlan for success


We have offerings to help you succeed


Business outcomes

Technology delivery

Org enablement

Catalyst Launch

Catalyst C4E Foundation

Catalyst Talent Foundation

Catalyst Scale Catalyst Optimize

Catalyst C4E Scaling

Catalyst Talent Scaling

Catalyst C4E Assessment

Catalyst Skills Assessment


Catalyst Launch service offering

16

• Aligned set of business outcomes

• Anypoint Platform deployed

• 1-N use cases rolled out

Catalyst Launch service offering includes customizable deliverables across all

6 paths that support each customer’s unique situation.

It includes:

• Functioning C4E

• Internal support model

• Training plan launched

• Dashboards and KPIs developed


Case study – global medical device manufacturer

17

● Challenge: audit compliance and recall management● Backlog of 700 IT projects● Outdated, paper-based product

management● Proliferation of systems and

technologies from acquisitions

● MuleSoft professional services and customer success support them to:

● Built deployment roadmap aligned to business priorities

● Built C4E● Implemented initial use cases

● Results● Product Recall API implemented● API’s now built in 1 week vs. 4-6 weeks● Significant decrease in project backlog


IT projects prioritization

18

• MuleSoft worked with the customer to re-prioritize their IT project backlog:

– Inventory all existing IT projects

– Profile based on business impact, complexity, integration patterns

– Re-prioritize based on synergies and re-usability

50% reduction in IT project backlog

50% reduction in IT project backlog, allowed customer to free up developer

resources to work in high-growth initiatives.


Business Outcomes Technology Delivery Org Enablement

Digital Transformation • New Products• Omni-channel• NPS

Additional Revenue attributed to IT

• New Mobile App

• Customer upsell

• Churn decrease

Business Agility & Innovation

• APIs exposed to third parties

• Fail-fast

Developer Productivity • Developer hours freed for projects

• Time to MVP• E2E Time to deliver

new services

Technical Debt • Legacy P2P migrated to Anypoint Platform

• Developer Hours spent on maintaining legacy

CapEx/OpEx/TCO • 2017 vs. 2016 Capex Integration Spend

• Contractor hours

Platform Adoption % of new interfaces utilizing Anypoint Platform vs. legacy or P2P methods

CI: CD Interlock % of code run through automated

testing, deployment systems

Return on Assets (Re-Use)

Rate of consumption of core re-

usable assets (System APIs)

Project Backlog Project backlog clearance rate

API Led Reference Architecture

API Led patterns are default

mechanisms for integration

Number of Discoverable APIs

Number of APIs available via

Anypoint Exchange

Common Services Consistent approach to logging,

security throughout enterprise

Defect Rate Rate of errors in sprint cycles

C4E Core Team Core C4E Lead and contributors established

C4E Consumers C4E consumption patterns in place

Asset Creation Rate

API creation and publish to Anypoint Exchange

Asset Consumption Rate

APIs consumed via self-service (Anypoint Exchange)

Certified Staff Architects, Developers, Operations certified against plan

Total number of hours training

Total number of training hours or training credits burned against plan

# of Brownbag or Lunch n Learn Sessions

‘API led’ workshop to evangelize the model and consumption patterns

Support Cases

Support Costs/Scalability metrics

Rate of S1 and S2 support cases logged

System Downtime due to code instability /brittleness

Potential for Improvement Needs Improvement N/A / Not a priority

KPI dashboard

Success


Training plan / role-based paths

20

• Recommended training approach includes:– IT skills self-assessment

– Agree on key roles and role-based learning paths

– Certifications as benchmark

– MuleSoft skills assessment


Communication / evangelism plan

21

• Make communication and evangelism a priority to drive platform adoption and success

Sample

Communica-

tions and

Evangelism

plan


We work with you, “your way”

22

Customer

P

Embedded delivery

Partner co-delivery Partner onboarding

High-touch enablement

Customer Customer

Customer

P

A highly

leveraged

engagement…

…in

collaboration

with partners

(We enable you directly)

We co-enable you with partners)

(We are embedded as part of your teams)

(We enable your partners)


In summary

23

• MuleSoft has a unique approach to make our customers wildly successful:

– A recommended delivery approach, based on our cumulative experience

– Offerings that are customized to your specific needs

– Engagement styles tailored to you

• If you have any questions please feel free to reach out directly to:

– Josh Rutberg

– Jerome Delune

– Your AE

– Your CSM


Thank you!

mulesoft's approach to driving customer outcomes

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