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Salesforce Practice
2
Contents
Bodhtree Introduction
Bodhtree CRM Practice Overview
Bodhtree Salesforce.com Credentials
Case Studies
Partner & Certifications
3
Bodhtree is an IT Consulting and Services Company providing Implementation, Integration, Customization services for SaaS Applications, Cloud Computing, Business Intelligence and Information Management Practice areas
Headquartered at Hyderabad , we have our offices in United States and United Kingdom, serving customers in NA , Europe, MENA, SE and APAC.
Extensive experience in multiple end to end implementations, maintenance , migration, integration, support & end user training projects.
Partners with Oracle, Salesforce.com, Microsoft, Redhat, SAP, Intel
Experience in other SaaS based products and Cloud Computing technologies
Technology spread includes Java, .NET, xml, BPEL, SOA, Oracle Apps, Seibel, Oracle DB, web services, Flash, Apex , and so on.
http://www.bodhtree.com
Bodhtree Overview
CRM Practice CRM Practice @ @
Bodhtree Consulting LtdBodhtree Consulting Ltd
CRM Practice CRM Practice @ @
Bodhtree Consulting LtdBodhtree Consulting Ltd
5
• Banking and Insurance • Communications & Media• Hi-tech & Manufacturing • Logistics• Pharmaceuticals• Life Sciences & Healthcare
…operates in multiple verticals…operates in multiple verticals
• Business and Technology Consulting • Customer Operations Roadmap and
Strategy • Package Evaluation • Implementation / Rollouts• Upgrades• Support and Maintenance
…offers a full basket of services…offers a full basket of services
• Consultants trained and experienced in packages
• Experienced resources, Mix of technical and functional profiles
• Salesforce.com Certified Administrators, Developers & Consultants
…has world class consultants…has world class consultants
• Salesforce.com, Oracle CRM, • Complimentary Technologies• CTI Solutions , BPO• Reporting & BI• Integration Middleware• Shell Scripts, Java, EJB, J2EE, JSP XML,
J2ME
...operates across technologies...operates across technologies • Over 30+ successful engagements in last 2
years; • More than 90% of engagements involve
development & implementation • Over 95% of work done offshore• 90% of projects completed in time • Strong Alliances with Oracle, SAP,
Salesforce.com
…creating success stories…creating success stories
• Framework for knowledge management
• Methodologies and artifacts for accelerated execution
• Infrastructure for solution evaluation and pre-validation
…leverages the CRM CoE…leverages the CRM CoE
…delivering value to customers
Bodhtree CRM Story
Overview
6
Life Sciences Life Sciences
End-to-End CRM Offerings Across Verticals
< TECNOLOGY SERVICES>
Media and
Publishing
Media and
Publishing Telecom TelecomFinancial
Services
Financial
Services
So
luti
on
B
uild
ing
Blo
cks
ScopeScope CostCost TimeTime QualityQuality ProductivityProductivity CommunicationCommunication RiskRisk
Par
amet
ers
Ser
vice
sP
roce
sses
Scoping & Package
AssuranceImplementation Global Rollout Upgrade
Production Support &
Maintenance
Standardization & Continuous improvement
Standardization & Continuous improvement
Service Level ManagementService Level Management
Sharing of best practices
Sharing of best practices
Resource utilization & optimization
Resource utilization & optimization
Metrics,
Measurement & Tracking
Metrics,
Measurement & Tracking
Quality Assurance
Quality Assurance
Custom Delivery Model
Custom Delivery Model
Resource Management
Resource Management
Functional & Technical
Competencies
Functional & Technical
Competencies
Project Management
Project Management
Hi TechHi Tech HealthcareHealthcare Pharma Pharma Energy &
Utilities
Energy &
Utilities
< C O N S U L T I N G >
Change Management
Change Management TrainingTraining
CRM
Governance
CRM
GovernanceCRM
RoadmapCRM
RoadmapCRM StrategyCRM Strategy
Cus
tom
er P
roce
ss O
utso
urci
ng
SLA Management
SLA Management
Cost Optimization
Cost Optimization
7
Bodhtree CRM Practice : Industry Vertical Spread
Operational Engagements
Industry Implementation Rollout Upgrade Production Support & Maintenance
Financial Services
Communications & Media
Pharmaceuticals & Life Sciences
Healthcare
Energy & Utilities
Hi Tech
Manufacturing
Strategic Engagements
Industry Scoping CRM Roadmap Package Evaluation Business Process Re-Engineering
Financial Services
Communications & Media
Pharmaceuticals & Life Sciences
Healthcare
Energy & Utilities
Hi Tech
Manufacturing
8
Bodhtree’s CRM ImplementationMethodology
ProjectStart
ExecutiveWorkshop
PLAN DESIGN DEPLOYDEVELOP
Project PlanningSession
BusinessProcess Reviews
Report of Findings
Setup
Configuration
Data Mapping & Testing
Integrate & Extend
Curriculum Development
UAT
Iterate?
UAT
Iterate?
yes
Migrate Data
Freeze Configuration
Conduct Training
Project Wrap Up
ProjectEnd
no
9
Contents
Bodhtree Introduction
Current Engagements with Cisco
Bodhtree CRM Practice Overview
Bodhtree Salesforce.com Credentials
Case Studies
Partner & Certifications
10
Bodhtree Salesforce.comCredentials
Partnership with Salesforce.com Strategic Partnership’ with Salesforce.com including Global Marketing agreement, the
master teaming agreement to provide strategic consulting, integrate and implement complex solutions to clients
Joint Marketing efforts along with Salesforce.com EMEA for accounts in the Gulf/MENA region
Training partner with Salesforce.com for Internal consultant trainings and customer training
Regional Systems Integrator and Select Partner Poised to soon be Global Systems Integrator with Salesforce.com
Bodhtree Practice Snapshot Strong practice with over 40 associates and ramping up continously. Over 20 Salesforce.com certified Consultants, Developers and Administrators CoE for SaaS and cloud computing Bodhtree leverages its solution deployment expertise and CRM competency to provide
customized solutions using Salesforce.com, enabling higher returns on investments for customers
Optimized Salesforce.com methodologies for implementation, support and enhancement projects to deliver high quality solutions at optimal costs
11
Bodhtree – Salesforce.comValue Proposition
Bo
dh
tree
Bo
dh
tree
• CRM Practice has critical presence in Financial Services, Pharmaceuticals, Telecom , High Tech, Life Sciences sectors
• Strong Domain Knowledge• Leveraging CRM implementations in
large organizations• Pioneered the Offshore Delivery Model
and has been successfully deploying it for the last decade
Sal
esfo
rce.
com
Sal
esfo
rce.
com
• The leaders in hosted CRM market•Salesforce.com is the first billion dollar Cloud CRM Company.•Salesforce.com rocketed from ranking 22 to 12 in terms of total CRM revenue• More than 77000 customers worldwide and growing !
The Bodhtree – Salesforce.com value proposition is aimed at bringing in value to the customer in the following areas –
• Leverage Bodhtree Delivery Model for a faster, more cost efficient deployment• Leverage Salesforce.com’s flexibility and implementation methodology to deliver enterprise scale agile CRM in minimal time• Leverage Bodhtree’ strong Domain knowledge to deploy industry specific solutions through Salesforce.com’s AppExchange Marketplace
FACTSFACTS Bringing in Value >Bringing in Value >
12
Leveraging Mutual Strengths
Salesforce.com’s value proposition
Focus on Adoption & Business Success– Visual, Iterative, Business-Driven Solution
Design– Education, Adoption, Enablement– Define Success Criteria & Benchmarks
Minimize Risk – Inclusive Subscription, no Hidden
Infrastructure or Upgrade Fees– Adoption: Iterative Functional Deployment &
Training– Value: Emphasize Time-To-Value
Leverage Salesforce.com Know how– > 1,000,000,000 Application data points– > 2,000 Consulting & Education Data Points– Internal + Customer Shared Best Practices
Drive Continual Business Improvement– Market Driven, Responsive– Frequent Upgrades & Frequent, Incremental
Increases in ROI– Always be State of the Art
Bodhtree Value proposition Offshore Delivery Model
– Reduces Project Implementation Lifecycle– Lower TCO (Total Cost of ownership)
Domain Knowledge – Experience in varied domains ranging from
Pharmaceuticals, Healthcare , Life Sciences, Media, Communications, Hi Tech , Energy & Utilities etc.
– Huge expertise in Industry specific best practices and large scale implementations
– Trained and Certified Resources Large scale CRM deployments
– Over 30 successful CRM deployments in the last 2 years with over 60% of work done offshore
Bodhtree Quality Assurance– Highly robust and tested processes in place to
ensure defect free delivery– Quality Adherence
13
Bodhtree Custom Salesforce.comEngagement Roadmap
Planning &Strategy
Pre-Sales Design & Process Review
Develop & Integrate
Deploy & Support
Bodhtree ACTIVITIES
Salesfoce.com ACTIVITIES
• CRM Education• Industry, Customer, Market, Competitive Analysis• Hypothesis Formulation/ Scenario Building• Technology/Alliance Assessment
• Define Purpose• Project Planning• Resource Assessment• CRM/Business Strategy • Train/Rollout Strategy • Sales Effectiveness• Metrics & CSF’s• Operating Procedures
•Business Process Design
•Requirements Definition
•Process Configuration•Communication Plan*•Training Plan*•Rollout Plan*
• Training & Delivery • Performance Measurement• Feedback & Improvement*• Growth Planning & Building*• New Feature Development*
• Application Configuration*
• System Integration*• Custom Software Development*• Testing*• Data Migration• Tools Development*
•Best Practices Support•Process Consistency •Engagement Mgmt or Project Mgmt
•Project Reviews
•Engagement Mgmt or Project Mgmt
•Technology Assistance•Project Reviews & Project Sign-off
• Customer Support• Technical Support• Infrastructure Controls • Upgrade/New Release Migration - Training
INVENTION => BUSINESS DESIGN => BUSINESS MOBILIZATION => TECHNOLOGY DELIVERY =>
TRAINING & DEVELOPMENT => BEST PRACTICES => RELATIONSHIP MGMT => CONTINUOUS IMPROVEMENT=>
• Customer Qualification• Sales Support • Contract/SOW Support• Strategy Development• Best Practice Support • Resource Planning• Project Planning
• Partner Training• Partner Certification • Process Curriculum
* Predominantly offshore activity
(40% offshore) (80% offshore)(10% offshore) (75% offshore)
14
ROI and Deployment Timeframes
Eliminate Provisioning Complexity, Time, Fees Visual, Iterative Design Instead Of “Black Box” Customization Accelerated Training Facilitates Change Management Iterative Design & End User Training Accelerates Adoption
* for more details on ROI calculations please get in touch with [email protected]* for more details on ROI calculations please get in touch with [email protected]
15
Why Bodhtree?
Customer Satisfaction - On Time, On BudgetCustomer Satisfaction - On Time, On Budget
Specialized Custom OfferingsSpecialized Custom Offerings
Certified Professionals Rich functional & technical talent Fixed Bid Projects Global Delivery Cost Effective, Reliable, Experienced Salesforce.com Select Partner CSAT available on Partner Portal >90% CSAT
Certified Professionals Rich functional & technical talent Fixed Bid Projects Global Delivery Cost Effective, Reliable, Experienced Salesforce.com Select Partner CSAT available on Partner Portal >90% CSAT
Consulting On-Demand – Pay As You Go option Jump Start, Fast Track, Enterprise, Tailor Made On Demand packages – Fixed bid & Fixed duration, T &M, CTM
Consulting On-Demand – Pay As You Go option Jump Start, Fast Track, Enterprise, Tailor Made On Demand packages – Fixed bid & Fixed duration, T &M, CTM
16
Case StudiesCase Studies
17
Leading Communication Service Provider in US
Client
The Client is a leading provider of end-to-end broadband wireless systems that deliver the quadruple play of data, voice, video and mobility to all organizations today. The Client is 100 percent focused on wireless technology, and that focus enables us to provide a complete portfolio of WLAN, Wi-Fi mesh, WiMAX (point-to-multipoint), and point-to-point technologies.
The Client’s end-to-end product portfolio enables partners to custom-build the wireless solution that fits customers' specific needs. The client’s broadband wireless equipment is used by enterprises, service providers, carriers, government entities, educational institutions, healthcare organizations, municipalities and other organizations that need high-performance, secure and scalable broadband wireless solutions.
The client is a leading global supplier of network infrastructure products and services, needed a new sales force solution to meet complex global needs.
With operations in two dozen countries, the company required support for multiple languages and currencies as well as anytime, anywhere access.
Corporate executives were focused on forecasting accuracy, which required a common global solution that sales representatives would use more consistently.
Because many channel partners drive significant revenue for the client, they also wanted to better serve and monitor its partners.
Salesforce CRM's internationalization options and ease of integration impressed the decision makers.
Bodhtree successfully deployed Salesforce CRM to more than 500 users worldwide withing a condensed span of 9 weeks helping the client realise RoI instantaneously.
Employees worldwide benefit from a localized Salesforce.com CRM Sales solution and easy access, resulting in increased communication and tracking.
Executives enjoy the improved forecasting accuracy they envisioned.
With Salesforce.com CRM, project managers enjoy ease of customization.
24/7 uptime and support provided by Bodhtree
Situation
Bodhtree Solution
Benefits
18
Leading International University in US
The client focuses on preparing students for professional careers in the applied social sciences. Its faculty, students and alumni are committed to making an impact on society and to results that make a difference in the lives of individuals, couples, families, schools, organizations, companies, and nations.
The clients institutions applies scholarship to solve social problems and has always had an abiding concern for diversity and internationalism.
The Client, a career college, wanted greater visibility into its inquiry-generation process to more effectively market to potential students and boost admissions
With 11 separate locations, a lack of visibility into the admissions process prevented the college from improving the process
Because the amount of time it takes between the moment someone clicks on a Web interest form and the moment Alliant contacts that person correlates directly with enrollment success, visibility to real-time information was paramount
The college required a CRM solution that could easily integrate with its PeopleSoft FT system to link marketing, inquiries, and enrollments
The client chose Bodhtree to implement Salesforce CRM for its ease of use and ability to fully integrate with Client’s back-end systems; the college deployed Enterprise Edition to 101 users with integration to Microsoft Outlook and PeopleSoft FT
The college integrates all up-front inquiry generation via vendors, direct mail, and the Web site into Salesforce CRM; determined by workflow rules, auto-response emails are then automatically delivered
Dashboards help drive customer success and allow the senior vice president of Marketing and Admissions to know exactly how many inquiries were generated during a given time and where they came from Real-time reporting expands dashboard information for customizable fore casting. With bidirectional integration into PeopleSoft FT on the back end, for student enrollment Alliant users simply click a link in Salesforce CRM; S-controls validate the information, which is then matriculated in PeopleSoft; real-time and nightly synchronizations ensure information is updated in both systems
With 100 percent visibility into the marketing and enrollment process, the college is beginning to understand the sweet spot for the number of touch points needed, which helps the client understand what it takes to attract and enroll new students
The college can now centrally and quickly confirm the effectiveness of its marketing dollars at eleven campuses
ClientSituation
Bodhtree Solution
Benefits
19
Leading Business Process Outsourcing Company
The client is the Global contact centre and International Business Process Outsourcing company and is part of a leading telecom systems integration and IT services company head quartered in India. From providing telecom integration services to multinationals, Public Sector Units and India's vast defense sector, the client has evolved to extend its expertise into the dynamic space of Business Process Outsourcing and RFID.
Apart from 8 regional offices in India, the client has over 60 service and support facilities across the country. Internationally, the client is present in the US, UK, Singapore and UAE.
The client - a global leader in software and processing solutions for financial services, higher education, and the public sector—needed a better way to manage leads and coordinate global marketing efforts
Distributed operations and sales processes across 14 global segments and 50 brands made it difficult to collaborate on opportunities and measure marketing effectiveness
Accurate and timely pipeline views, 360-degree customer perspectives, and customized lead management practices were a dire necessity
The Client selected Salesforce CRM based on Bodhtree’s recommendation to centralize customer information and standardize key processes worldwide. The company quickly completed a multi-phase rollout of sales, marketing, and customer support applications to 1,000 employees; subsequent deployments have increased the user-base to over 2,000 employees in multiple business functions
Using Apex code, Bodhtree built a custom object to manage all global leads, customer subscriptions, email opt-ins, customized lead statuses to extend funnel stages, and implemented tailored lead qualification processes for different segments for the client.
Seamless integration with marketing automation solutions delivered made it easy to manage email campaigns and landing pages; leads were automatically captured and shared in
Salesforce CRM helping organize campaign programs, tactics, and messages for scheduling and measurement purposes
Active usage of Salesforce CRM exceeds 85 percent, for more accurate and timely business views
Standard data and processes improve productivity and allow the Client to present a unified, consistent face to customers
The company now has improved collaboration on opportunities representing more than $3 billion in revenue
In-depth processes managing more than 400,000 leads improve pipeline oversight and increase conversion rates
Detailed campaign measurement helps the Client refine its marketing mix to focus on activities with greater ROI
Marketers are more accountable and have the data to back up their decisions; available measurements include ROI of total touches, total responses, conversion rates, total costs, cost per closed, and more
Client Situation
Bodhtree Solution Benefits
20
Leading Consulting firm in APAC
The Client international is a leading training and business consulting firm providing pragmatic yet dynamic solutions to organizations in Asia. Thriving on domain innovation and delivery optimization, The Client has constantly evolved since its inception 10 years ago to become the market leader – flaunting global experience, process expertise and regional presence.
It has 2 main groups. Services include public events like seminars and public
registration services, B2B training and Products – External and Internal.
The Client is unable to have a consolidated view on accounts and hence not able to up-sell or cross sell, example: Globe Telecom can be sold 3 types of products catering to their (i) IT Team, (ii) Risk Compliance Team and (iii) VP Finance. This is not easily established right now.
Constant flow of information through emails to update sales team and managers leads to further redundancy / confusion.
Issues with people leaving the organization and data being lost. Difficulties in tracking due to multiple copies of excel sheets
floating around.
Key factors achieved by Bodhtree: Optimized the point & click usability for sales teams for faster data entry and retrieval. The Client is able to provide valuable information such as income generated from Products ( both in house and Partner) and other associated metrics around it. Optimized Sales & Marketing processes. Enabled maximum data capture by Sales & Marketing so that Delivery team gets all info that is needed by them to deliver maximum customer service. This applies to Sales & Marketing team as well. Reports & Dashboards serve The Client business objectives in terms of metrics & KPIs tracked at each of the hierarchical levels.
The Client has overcome all the pain points it had while using Sugar CRM.Results Consolidation of account information and confidentiality of data across divisions. Ensures continuity of business in case of sales people dropping out. Ensures faster-ramp up period for new employees. Top management is able to see sales cycle in 360 degrees using custom reports and dashboards. A central database to store the company information.
Client Situation
Bodhtree Solution Benefits
21
Leading US based Venture Capital Firm
The client is involved in providing premier financial analysis and corporate finance support services. Their clients include high-growth start-ups, public - traded companies, top-tier venture capital and private equity firms and their portfolio companies, and leading middle market investment banks. Focus on quality and superior financial modeling expertise and execution has won rave reviews from its clients across various business sectors performance orientation. The Client believes that delivering the highest quality and customized analysis is the most important aspect of their business.
Deal Flow Management System manages the prospect companies that they look at during the year. Companies come and meet the Venture Capital (VC) management what is the level of interest in startup business.
The Client intended to track the whole calling effort and the related activities that had happened with prospect companies.
The system should update the critical information of a particular company dynamically by connecting to the website Venture Source which maintains the company’s details.
System should be able to give the 360 degree overview of the company.
Bodhtree was invited to provide a n implementation solution for the Deal Flow Management System based on Force.com platform and eventually get it certified and showcase on Salesforce.com’s App Exchange.
The App, by virtue of being hosted on cloud will help the Client in faster deployments to its end customers, Customer On-boarding, increase productivity, flexibility, be tightly integrated with custom processes and add value to the Client’s businesses. It will also allow the Client’s top management have real time visibility into its customers, track updates using metrics, reports and the dashboards.
The company benefited from zero infrastructure deployment and maintenance costs.
Crystal clear visibility to their sales (Deal Management) Greater transparency in operations and decision making Data-driven and more timely investment decisions Reduced time spent on reporting Real-time access to data via web browser or mobile device Cost-effective, highly responsive SaaS solution
BenefitsBodhtree Solution
Client Situation
22
Contents
Bodhtree Introduction
Bodhtree CRM Practice Overview
Bodhtree Salesforce.com Credentials
Case Studies
Partner & Certifications
23
Partnerships & Certifications
24
Select CRM Customers
Thank you
New Jersey office:
517 US 1 South, Ste 3069 Iselin, NJ 08830
Tel: 732.634.0019
[email protected] | www.bodhtree.us
INDIA (Headquarters)
Corporate Office: Ground Floor, Building No 2B, Maximus TowersRaheja IT Park – Mind Space, Madhapur,Hitech City, Hyderabad- 500 081Tel: +91.40.6654.7000, F: +91.40.6654.7029India Toll Free No: 1800-2660-132
Delivery Center: 10th Floor, Unit No-2, (Right Wing)Vega Block the ‘V’ Plot No 17, Software Units Layout Hitech City, Madhapur, Hyderabad- 500 081
United Kingdom
34 Milbourne Lane, EsherSurrey KT10 9EA UK
Telephone : 01372 473924
Fremont Office:
210 Hammond Avenue Fremont, CA 94539
Tel: 408-449-4984