sfdc governance - march - 20150331v2
TRANSCRIPT
© 2014 Rovi Corporation. Company confidential.1
Technologies to Advance Usability and Monetization in Media & Entertainment
July 2014SFDC (CRM) Steering Committee MeetingApril 1, 2015
© 2014 Rovi Corporation. Company confidential.2
Business Initiatives Status Update
© 2014 Rovi Corporation. Company confidential.3
Completed Projects
Project name Sponsor
ServiceNow Problem Management Corry
ServiceNow HR Helpdesk Corry
Marketing Automation Burke (Foo)
Salesforce Enablement (Enabling Client Director Model) Burke (Slater)
Q2
Aprilr
Q1
January Febraury March
2015
Go-live date
today
© 2014 Rovi Corporation. Company confidential.4
Status of Prioritized Salesforce-Related Investments 2015
CPQ LiteLead-to-Contract
Phase 1
CLM – Sales contracts
Marketing Automation
Next Generation Customer Support
Portal
SPEED to Salesforce migration
1
2
4
5
6
Projects
• Pricing and Quoting automation (Configure – Price – Quote) • In Progress
• Contract Lifecycle Management automation
• Data Migration from LCR to CLM • eDocs migration
• In Progress
• Sales Enablement• Order Fulfillment• Ads Scheduling
• In Progress
• Event to Quote (Calendar, Campaign tracking, Opportunity Funnel)
• Creative Services, Press Release & Demand management
• Completed knowledge transfer session with IT Ops 30 day sustainment
• Evangelizing Condor subscription model
• Data Client Services Consolidation • PO and LCR approved schedule April Kick-off
• .NET Legacy App to SFDC • Improve integration and accuracy
of SPEED reporting• SLA enforcement and entitlement
• PO and LCR approved schedule April Kick-off
Status
ALF Integration and Reporting(ALF Phase III)
3
Slat
erSa
mov
arCo
llins
Vasis
htCo
llins
Colli
ns
Owner
prio
ritiz
edpr
iorit
ized
© 2014 Rovi Corporation. Company confidential.5
Execution Update
Project name Sponsor
Automation of Term-Sheet generation – CPQ Lite Burke (Slater)
Contract Lifecycle Management for Sales Agreements
Pamela Sergeeff (Kerry Samovar)
Ad Business Improvement (Alf Phase III) Burke (Shallow)
Marketing Automation Burke (Foo)
Next Generation Customer Support Portal Burke (Foo),Corry (Collins)
SPEED Migration into SFDC Assets Corry (Collins)
CPQ / CLM Phase II (New) Burke /Sergeeff
Q1
Jan
2015
Feb Mar
Q2
Apr May Jun
Q3
Jul Aug Sep
April 1
1
4
5
6
2
3
7
© 2014 Rovi Corporation. Company confidential.6
Execution Update
Enhancements
Client Director Model Data Changes Burke (Slater)
SFDC Production Instance Migration Corry
SFDC Account Object Cleanup Phase II Burke (Slater)
Service Provider Channel listing migration Corry
Calendar Anything Phase II Burke (Vasisht)
Automation of Revenue Forecasting from SFDC Snapshot to BI Burke (Slater)
Q1
Jan
2015
Feb Mar
Q2
Apr May Jun
Q3
Jul Aug Sep
April 1
© 2014 Rovi Corporation. Company confidential.7
WW Sales Operations
Focus What We’ve Done What We’re Doing Identified Next Steps
Business Alignment
• Improved Advertising workflow & data management• Added BG PM “Interlock” fields to Opportunities• Added BG PM Forecast Flag to Opportunities• Integrated SFDC with Birst for Sales analytics• Analyzed adoption metrics using SFDC Cloudpulse• Updated BG to Product Name mapping
• Updating Account Owner & Team, and Opportunity Owner & Team to reflect 2015 Client Director assignments (3/10 – 3/13)
• Developing potential Sales analytics & KPIs using Birst
• Review Opportunities to correct inaccurate Sales Stages & dates
• Expand account Contacts using Data.com Prospector
• Provide “Daily Prospect Reports” using Pardot marketing automation
• Update Product object to reflect new product hierarchy
UserAlignment
• Launched quarterly User Satisfaction Survey• Updated BG PM user profiles & opportunity access• Deleted ~700 unused reports & dashboards• Deleted unused Account record fields & lists• Deleted unused system-level packages
• Providing focused BG PM user training• Providing expanded Sales user support
using Sales Operations team• Developing Sales user training approach• Updating Sales user profile data
• Simplify account list (“Account Merge”)• Further cleanup Account records • Start cleaning-up Opportunity records
Technology Effectiveness
• Deployed Strategic Account Planning (Dealmaker)• Enabled Chatter for CLM platform users• Integrated trade show calendars (CED, phase 1)
• Driving Sales completion of Dealmaker eLearning & training
• Working with account teams to start building targeted Account Plans
• Designing new SFDC Sales Role hierarchy & opportunity security model
• Developing approach to expand available reports & dashboards
• Cleanup account Contacts using Data.com Clean
• Launch Chatter for Sales, Marketing & Services
• Provide automated Sales Agreements (CLM)
• Provide automated Term Sheets (CPQ)• Improve trade show calendar UI &
reporting• Access via mobile, PC + Mac Outlook
integration
Program Management
• Formalized SFDC Steering Committee• Analyzed Service Desk SFDC request performance• Enhanced IT Change Management processes
• Developing consistent & routine method for user communications
• Improving & scaling Service Desk support through off-shoring
• Reviewing functional license needs
• Expand analysis of cross-functional intersection points
SFDC Improvements based by Assessment & User Survey
© 2014 Rovi Corporation. Company confidential.8
Salesforce License Usage by EVP
Burke, John; 223; 69%
Corry, William K.; 62; 19%
Sergeeff, Pamela Anne; 21; 7%
Halt, Peter C.; 12; 4% Armaly, Samir B.; 5; 2%
Total: 323
© 2014 Rovi Corporation. Company confidential.9
Salesforce License Usage by Business Group (BG)
- COO is R & D- Sam Vasisht is the primary owner of “Corporate – Marketing”
Strategy
& C
orpo
rate
Develo
pment
Global
Servic
es & P
artne
rships
Analyt
ics
IP Licens
ing
COO
G&A - CFO
G&A - Leg
al
Corpor
ate - M
arke
ting
Discov
ery
Metada
ta
Infrastr
uctur
e & O
pera
tions
Sales
0
10
20
30
40
50
60
70
80
90
100
15 5 5 6
12
21
30
4044
62
92Total: 323
© 2014 Rovi Corporation. Company confidential.10
Salesforce License Usage by Manager
Long
aker,
Dav
id
Weidman
, Kath
y
Collins
, Deb
orah A
. (Deb
bie)
Java
id, O
mar
Vasish
t, Sam
rat
Sergee
ff, Pam
ela A
nne
Halt, P
eter C
.
Radov
anov
ic, Ig
or
Henry,
Mich
ael
Hoctor
, Joh
n Corn
elius
Rojas,
Pablo
May, D
arren
James
Foo, M
eliss
a
Armaly
, Sam
ir B.
Burke,
John
Corry,
William K
.
Kalina
, San
dy
Wuchte
r, Tere
sa M
arie
Patel, A
rvin
Ivins
, Bob
0
10
20
30
40
50
60
70
80
90
10092
4440 40
30
21
10 8 85 5 5 4 4 2 1 1 1 1 1
Total: 323
© 2014 Rovi Corporation. Company confidential.11
SFDC Support Dashboard
© 2014 Rovi Corporation. Company confidential.12
Executive Summary
• The volume of SFDC tickets is stabilizing around 50 tickets/month• Volume of pending tickets is increasing 3-5 tickets/month• Closure time for tickets is stable or decreasing:
– Tier I: 3 days, down from 21 days in November 2014,– Tier II: 3 days, down from 34 days in November 2014,– Tier III: 4 days, down from 5 days in November 2014,– Enhancements: 2 days, decrease from 6 days in November 2014.
© 2014 Rovi Corporation. Company confidential.13
Monthly Number of Incidents/Requests
Tickets Pending
Open/Closed Tickets Total Opened: 320
Total Closed: 345
Avg Opened: 53Avg Closed: 58
Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150
20
40
60
80
100
120
5067
48 42 60 5344
98
61 37 56 49 OpenedYTD Opened
Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150
102030405060 51
20
712 16 20
© 2014 Rovi Corporation. Company confidential.14
Resource Utilization and Support CostResource Utilization (FTEs)
Total Support Cost (6 mo): $163,200
Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150
0.51
1.52
2.53
3.5 3.3 3.3
1.8
1 1 1
Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150
5,00010,00015,00020,00025,00030,00035,00040,000
33,350 33,350 30,950
17,600 17,600 17,600
Cost ($)
© 2014 Rovi Corporation. Company confidential.15
Request Count & Average Closed daysEnhancements, Average closure days
Tier III Tickets, Average closure days Total Tier III requests closed: 55
Total Enhancements closed: 30
Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150
5
10
15
20
25
30Sep-2014;
22
Oct-2014; 28
Nov-2014; 6Dec-2014; 8
Jan-2015; 0Feb-2015; 2
Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150
2
4
6
8
10
12Sep-2014;
11
Oct-2014; 6Nov-2014; 5
Dec-2014; 4Jan-2015; 5
Feb-2015; 4
© 2014 Rovi Corporation. Company confidential.16
Request Count & Average Closed daysTotal Tier II requests closed: 106
Tier II Tickets, Average closure days
Tier I Tickets, Average closure days Total Tier I requests closed: 130
Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150
10
20
30
40
50
60
70Sep-2014; 60
Oct-2014; 26
Nov-2014; 34
Dec-2014; 2 Jan-2015; 4 Feb-2015; 3
Sep-2014 Oct-2014 Nov-2014 Dec-2014 Jan-2015 Feb-20150
5
10
15
20
25
30Sep-2014; 26
Oct-2014; 16
Nov-2014; 21
Dec-2014; 3 Jan-2015; 3 Feb-2015; 3
© 2014 Rovi Corporation. Company confidential.17
Thank You