IMPLEMENTING THIN CLIENTAT JOHNSON CONTROLS, INC.

May 2012

Johnson Controls, IncA global diversified technology and industrial leader serving customers in over 150 countries

Our 130,000 employees create quality products, services and solutions to optimize energy and operational efficiencies of buildings; lead-acid automotive batteries and advanced batteries for hybrid and electric vehicles; and interior systems for automobiles.

• Fiscal Year 2011 global sales were $40.8 billion• Ranked #76 in 2011 U.S. Fortune 500• Recognized in several leading industry publications.

Accolades include being named among: – 100 Best Corporate Citizens– 100 Best-Managed Companies– 50 Best Manufacturing Companies

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JCI History with CDC

1994 - First introduced to the Building Efficiency division of JCI, as Saratoga Systems SPS

October 2000 – Upgraded to Saratoga System Avenue•New screen design and

tab format

May 2007 - Major software and design upgrade to support the relationship-rich nature of the construction business

2008 - CDC acquired Saratoga Systems

2011 - Implementation of Saratoga CRM thin client

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Saratoga CRM Background• Saratoga CRM is the system of record for sales forelog in

the Building Efficiency division of JCI• Application supported by in-house employees• Conversion to thin client was done almost exclusively in-

house– Consulted with CDC Professional Services for guidance– CRM advice from 3rd party CRM

industry expert

• All custom developmentwas performed in-house

Saratoga CRM Users and Customers

• System has >2,800 worldwide users• Database content

>250,000 Owner Customers/Prospects (225 data points)>50,000 Contractor Accounts>20,000 Consulting Engineer Accounts

>1.5 million Opportunities (450 data points) >600,000 Notes

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Motivation for Thin-Client• Make current CRM users more

productive– Eliminate data synchronization

time/process– Streamline integration to contract

booking– Up-to-date ‘look and feel’– Consolidated tabs, improved font– Creation of dashboards

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Motivation for Thin-Client

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• Simplify deployments, particularly in countries where IT infrastructure is less mature

– Reduce local IT support– Reduce machine incompatibilities

(Windows versions, service packs, security, anti-virus)

– No help desk or local IT resources to configure, fix or remove CRM application

Motivation for Thin-Client• Accelerate release/upgrade process

– Saratoga CRM software releases– Schema/structure, business rules, screens– Updates can be done with no downtime (100% uptime) because

of redundant servers

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‘Live’ – More Accurate and Timely Data• Web-based platform makes all data updates ‘live’

– Removal of the one-day lag inherent in the client-based technology

• Sales reps can enterdata and managementcan view updatedreports immediately

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‘Live’ – More Accurate and Timely Data

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• Sales reps don’t need their work laptopto update

– Work from any computer that hasnetwork connectivity

• No SEND or GETCHANGE procedure that takes away time and attention from sales reps

– Especially for management whom may only go into the system once a week

• No weeklong ‘blackout‘ period for major CRM ‘structural’ changes

Team Collaboration• Security model removes region

distribution constraints and allows for extended viewing rights for users.

– Streamlines business processes– Enhances teamwork– Reduces sales rep hassle– Protects company's informational

assets

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Team Collaboration• Sales reps have access to all level 1 account data in their

continent– Reduces duplicate accounts

• Sales reps have temporary access to selected level 2 information in their continent

– This allows for opportunity creation and teaming anywhere

• Tight security on opportunity reporting is enforced – Information is displayed on the screen, one site at a time, only

during user’s current session.– Cannot be accessed via Query Tool

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Team Collaboration Example

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Booking Process• Transfer an opportunity to the booking system• Existing process was time-consuming and prone to errors

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Booking Process• Previous Process

1. Copy/write down the Opportunity Contract Number2. Save/close the opportunity3. Opens the “booking report”4. Paste the Contract Number into the report5. Saves the report output to a file on their computer6. Open the JCI booking system and log in7. Select the report file to import into the booking system8. The booking system validates the data and displays any errors9. If any errors, user goes back to the CRM Opportunity and fix10. Repeat the above process, until all errors are fixed

• New Process1. Press the Post Opportunity button2. Errors are displayed in Saratoga CRM3. Fix the errors and try again

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Booking Interface• Web technology allows for major process improvements

– Replaced with automated data exchange– Greatly simplifies user process– Eliminates user creation of upload files– Nothing to install or configure on desktops– All code is located on the web servers

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Booking Interface• Module written in house

– Microsoft .NET

• Uses Saratoga CRM ‘CDX’ plug-in architecture– CDX allows data to be passed from Saratoga CRM to a custom

developed module

• Communicates to multiple booking systems– Standard web service interface to booking system

CRMCDX

Booking System

Client SOAP Message Web Service

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Booking Interface Example

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Dashboards• Seen by the users every time they login to the system• ‘Quick Hit’ summary views of Sales Analytics• Data comes from Saratoga CRM

– Processed by a custom analytics system

• Adjust and prioritize daily activities to achieve goals• Easy for them to stay on top of the ‘big picture’• Configurable choice of charts and graphs

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Dashboard Example

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Dashboard Implementation• Saratoga CRM supports Dashboards• These dashboards can be custom web pages

– Hosted on any machine– Built with any language– Programmed to display anything

• JCI wrote custom web pages using ASP.NET / VB.NET to display personalized graphs and charts

• Dashboards are customized by user– SiteMinder - Centralized single sign-on access management

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Performance Tuning• CDC Professional Services for performance profiling

– Helped drive performance improvements in Saratoga CRM

• Meta fields– Each one takes time to compute – A site, with 1,000 opportunities, with each opportunity containing

30 meta fields = 30,000 calculations

• Joins to other tables have a slight impact• View fields (from a join) have a significant performance

impact• Opening a Site is affected by the size and number of records

in the first Level 2 tab/grid

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Reports & Queries• Standard reports added to the Navigation Bar

– Segmented by region

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Reports & Queries• Desktop (thick client) reports must be converted by admins

to thin client• Prompts are required for all thin client reports• Only allow select users to create public reports• Still dealing with how 2,800+ users can share reports

(without making them all public)• Need procedure to clean up

reports when they are nolonger needed (people leavethe company)

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Deployment• Performed in parallel with existing system

– 200-400 users (1 region) done every other week– Deployed over 5 months (including beta)

• Based on support resources availability• Monitored performance/stability

• Email notices a month in advance promoting new system• Conversion reminder sent one week prior to deployment• One day prior to conversion

– Reminder to do a final GET/SEND– Stop using Windows application– Begin using the Web application the next morning

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Support• Offered to convert desktop .RPT files to thin client• Created training videos using Captivate software

– Valuable for users converted– Great going forward for new users

• Follow up– Phone calls to all managers and teams 3-4 weeks following each

regional deployment.

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Experience• Overall very positive response• “The reps used to say that they worked for [CRM]. Today,

they say that [CRM] is working for them.” Quote from a Regional Sales Manager.

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Fears that did not materialize• Performance is acceptable to users• Query/report tool different than Windows client

– Users overwhelmingly like thin client better

• Offline mode not available– Having live data and access from any network connection

outweighed benefits of working offline

• Dashboards cause little to no performance degradation

Fears that did not materialize• Load on servers less than expected (CPU 2-20%)• Big reports don’t kill the system

– No spike when the report runs

• Stability of system– 99.99% uptime – So far only 1hr downtime (on 1 of the 4 servers)

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Questions?

Thank you for your attention!

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Hardware Diagram

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