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IBM & Salesforce Customer Experience Platform

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Agenda

1 Introductions

2 Our

Proposition 3 Our

Phase 1 Solution

4 Our

Phase 1 Use Cases

5 Our Demo

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Ken Bolin

Wanda Roland Jeff Hood Associate Partner Strategy & Analytics

•  GTM Cloud leader for Industrial Sector

focused on salesforce.com solutions •  Client: Intel, Cisco, Honda, Paccar , Boeing

and Hyundai.

Partner Solution Leader

jeffhood@us.ibm.com 313.550.3352

•  IBM’s Smarter Marketing solutions leader •  12+ years of marketing and operation for GM •  Client: GM, Ford, Hyundai, Cisco, Dell,

Toshiba, Google and Microsoft

Management Consultant SFDC, Global Cloud

•  10 years of business and system

consulting on the Salesforce pllatform

IBM & Salesforce IoT Customer Experience Platform Team

Donna Satterfield Vice President Automotive, Aerospace & Defense

•  Over 25 years of industry experience

Shobhit Bansal

Solutions Leader Salesforce CoC

•  More than 18+ years of Industry experience,

6+ years in Salesforce •  Client: American Express, Sears Canada,

First Data Resources & IBM Global Finance.

Binoy Damodaran

Associate Partner Cognitive Solutions Leader

damodar@us.ibm.com 248.910.4680

•  Lead Analytics and Cognitive solutions •  14+ years of customer analytics solutions •  Clients: GM, Honda, Hyundai, Caterpillar,

Daimler Truck, Intel and JCI

Inder Deep Singh

Senior Managing Consultant Salesforce CoC • More than 8 years of Salesforce.com advisory

experience. Clients: GM, Analog Devices, Coca Cola, Corning, eBay, SunTrust, Statefarm

Sara Carlson Partner Connected Consumer salesforce Solutions

saracarl@us.ibm.com 415-505-5289

•  General Motors Connected Consumer Lead •  20+ yrs of marketing/sales solution leadership •  Clients: GM, Intel, Cisco, NetApp,

Agenda

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IntroductionsOur

Phase 1Solution

Our Proposition

OurPhase 1 Use

Cases

1 2 3 4 OurDemo

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IoT Customer Experience Platform ROI

•  90 percent of all cars will be wireless 2020

•  The connected car market will be a 98.42 Billion Market by 2018

•  OEM’s will generate 152 Billion in 2020 on hardware and software

•  Consumers will be expect to be able to purchase everything through a car’s Telematics system

•  Consumers EXPECT to access music, movie, navigation and other app-based content from phones in

their cars.

Sources: RCR WirelessNews:http://www.rcrwireless.com/20151013/featured/four-connected-car-infographics-state-ecosystem-tag6#prettyPhoto

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Value Proposition •  Revenue Generating Platform

•  Increased Customer Loyalty & Improved Experience

•  Speed, agility and scalability of a Cloud platform

•  Integrated solution and multi-channel delivery (mobile, advisor, online)

•  EXECUTED AND PROVEN SUCCESSFUL! “Start with the stakeholder value

and work backwards with the technology”

- Steve Jobs

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IoT Customer Experience Platform is a pre-built, cloud based architecture that will provide a customer experience solution that allows merchants, distributors and dealers to send personalized campaigns to sell their products or services. The Customer Experience Platform will host an Application Platform, an area where developers create and customers can access brand specific content and offers. Additionally, built into the platform will be advanced cognitive analytics capabilities to provide for offer analysis, personalization, segmentation and behavior analysis.

The Centralized Community Portal will provide access for Merchants, Distributors, Dealers, Consumers and Direct to consumer fleet sales access to:

•  Creation & access to offers and promotions

•  Best offer, segmentation and content management

•  Engine Service Alerts

•  Regional notifications

•  Price lists

•  Part Coupons

•  Service Specials

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Customer  Engagement  

Marke(ng  Assets  Management  

POI  Management  

Offer  Setup  and  Management  

Back  Office  Opera(ons  

Merchant  Marke2ng  

Advanced  Segmenta(on  

Campaign  Management  

Digital  Assets  Management  

Customer Experience Domain

Authorized  Vehicle  Data  

   

Enterprise  Service  Bus  

Business  Process  Management  

Advanced  Data  Management  

   

Segmenta(on  and  Modeling  

Advanced  Customer  Insight  and  Next  Best  Ac(on  

Data Management

IBM Analytics

Analytics

Customer Insights Domain

Predic(ve  Offers  

Data  Discovery  and  Visualiza(on  

Web/Interac(on  Analy(cs  

Web   Mobile  

Social  

@  

Email  

Omni Channel Campaign Execution

   Transaction Services

Catalog  

CPQ  

Billing  and  Invoice  

Payment  

Other  Internal  Data  and  Applica(ons  

Experience    Portals  

Unified Experience

IBM  and  Cummins  Propeitary  Informa(on    

The IoT Customer Experience Platform Supports Key Business and Technical Domains to deliver state of the art solution.

Car  

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Salesforce.com !  Cloud based CRM, AppShop and Merchant and Marketing Management solution !  Digital Marketing Mangement

IBM Watson Analytics

!  Advanced ability to capture robust online visitor and customer behavioral data !  Application Platform

Payment Systems !  Revenue Management cloud !  Billing, commerce and finance capabilities based cloud !  Indirect Tax capabilities cloud solution

Mobile Dev Management

!  Management of all off-network mobile devices

Multi-Channel Offer Engine !  Secure Delivery Engine for offers Integration Bus !  Secure API Management, NetCool and Integration Orchestrator

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The IoT Customer Experience Platform is comprised of Best of Breed capabilities and API’s from IBM and the salesforce.com ecosystem

Op(

onal  

Foun

da(o

nal  

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Agenda

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OurPhase

1Solution

Our Proposition

OurPhase 1 Use

Cases

1 2 3 4 OurDemo

5 Introductions1

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IBM & Salesforce IoT Customer Experience Platform

Phase 1 – Merchant Portal Capabilities

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•  IBM  –Salesforce  IoT  Customer  Experience  PlaRorm  Merchant  Portal  capabili(es  is  a  pre-­‐built,  cloud  based  Merchant  Storefront  that  allows  OEMs  to  partner  with  merchants  to  send  personalized  offers  and  sell  their  products  or  services  directly  to  their  customers.    

•  Our  POI  PlaRorm  works  with  our  mul(-­‐channel  offer  engine  has  the  ability  to  execute  and  match  offers  to  consumers  based  on  bid  criteria,  segmenta(on  and  loca(on.      

•  The  Merchant  capabili(es  has  a  applica(on  plaRorm,  an  area  where  OEM  developers  create  and  customers  can  purchase  personalized  brand  applica(ons.  

   •  The  Merchant  capabili(es  draws  on  technologies  such  as  advanced  analy(cs,  mobile  commerce,  electronic  funds  transfer,  

marke(ng  management,  lead  management,  online  transac(on  processing,    electronic  funds  transfer  (EDI)  and  automated  collec(on  system.  

•  Using  the  plaRorm,  OEM’s  will  improve  customer  targe(ng  through  aggrega(on  of  personal  customer  data  insights.    Our  advanced  analy(cs  and  segmenta(on  allows  for  assessment  on  Promo(on  Performance  for  deeper  insights  on  ROI  and  product  recommenda(ons.    

 

……..a  Customer  Experience  PlaRorm    that  delivers  on  customer  loyalty  and    can  generate  revenue!      

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•  OEM’s will generate 152 Billion in 2020 on hardware and software

•  Consumers will be expect to be able to purchase everything through a car’s Telematics system

•  Consumers EXPECT to access music, movie, navigation and other app-based content from phones in

their cars.

•  Merchants want omni channel access to consumers and the vehicle is an important channel for

them

Why  Change?  Why  Invest?  Why  Innovate?    

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•  Connecting drivers with retailers and merchants while driving and providing offers based on their geographic location

•  Peets Coffee, Starbucks. Macy’s and others supplying retail and shopping coupons

•  Parkopedia serving data for parking nationwide

Built by powered by

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Value Enabled for Merchants

I can configure my offers to stimulate demand

I understand how users are engaging my content

I can easily access my customers in their vehicles

Value Enabled for OEM Marketers

I understand my customers

I understand how customers and merchants are consuming the services

I can reach & engage my users in context

Value Enabled for OEM Billing and Revenue

I can experiment and iterate with the business model

I can manage the finances and pricing

Value Enabled for Customer

It’s easy to purchase and install my apps

I can personalize my apps

I understand what I’ve bought and how much I’ve consumed

My experience is innovative

Value Enabled for OEM Developers

I have access to analytics that tell me how users are using my apps

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Agenda

18

OurPhase 1 Solution

Our Proposition

OurPhase 1 Use

Cases

1 2 3 4 OurDemo

5 Introductions1

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Example use case: Starbucks

Highlights of the Apps: ! Location based offers: Offers sent to customers based on the closest Starbucks & get directions. ! Connect with your offer: Connect with the OEM’s portal to see all your customized offers ! Account balance: Find out how much is on your rewards card and add more points ! Portal Community: Keep track of your family and friends' favorite orders

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Example uses case: Parkopedia

Highlights of the Apps: ! Location base: Find out where to park based on your location

! See your spend: Connect with the OEM’s portal to how much you are spending on parking

! Offers: Receive regional parking offers in your area and compare

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Our Customer Experience Platform allows for global expansion

•  Global CRM Solution Provider

•  Leader in the Gartner magic

quadrant for the last 7 years

•  1.2B Transactions per day

Global  customers  In    140  countries    

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Agenda

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OurSolution

Our Proposition

OurCase Studies

1 2 3 4 OurDemo

5 Introductions1

Thank You