1. Next Generation Cloud Adoption
Beyond just cheaper & faster – transformation at scale
Sam Lowe
Head of eBusiness, Capgemini UK
August 2011
Copyright © 2011 Capgemini. All rights reserved.

2. Capgemini are …
Revenue 2010: €8,697 million
Group workforce 108,698
Working Offshore 38,422
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

3. Capgemini: SaaS and Salesforce
Revenue 2010: €8,697 million
We started our SaaS practice c.5 yrs ago
Group workforce 108,698
Implementations for 30+ enterprises
Working Offshore 38,422
Now over 100 SFDC specialists
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

4. I’m told that I need not present the benefits of SaaS from the Cloud…
Full flexibility Fast delivery
– content of new
and delivery Technologies
Reduced time
Benefits of Greater
control by
for Project Delivering from the
Delivery
the Cloud business
Reduced
Reduced
IT costs of
Wasteage ownership
Replace the
outdated
with new,
agile tech
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

5. Where has ‘SaaS in the enterprise’ come to in recent years?
c.100,000
customers
10 years
 Incredible SaaS adoption SaaS in  However… Adoption is still higher in
10 yrs distinct orgs (SMEs, High-Tech, NFP)
 Using Salesforce.com as an  In larger enterprises deployments
analogue, the growth rate to beyond departmental or functional are
today’s c.100k customers is huge still quite new…
 Including in the enterprise: key  Why is this? Being provocative, why
Salesforce.com large Enterprise hasn’t it moved faster? What is slowing
references include Japan Post, Dell, down enterprises for it on a bigger
Aon, Sprint Nextel and many more scale?
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

6. What concerns, real or FUD, have been holding back
Enterprises?
Reliance on Privacy, Data transfer
being on-line security, and integration Which are real,
(E.g. distance/ residency and (E.g. speed, which FUD?
latency, identity cost, security)
downtime)
Market
Someone else’s Service
availability Portability
and maturity of design and integration &
resources, but (a.k.a. lock-in commercial
sufficient and exit costs)
not their risks management
services
This is what organisations like us (and probably many in the room) spend much of
our SaaS time dealing with, separating the real from the FUD, and mitigating the real
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

7. Going beyond doing the same, faster and cheaper
Giving SaaS the
qualities it needs to
be more usable at
large scale in large
Enterprises
Realising genuinely transformational
opportunities using digital and online
technologies (including SaaS/cloud)
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

8. Of course, the world has changed in the last few years at the same time, each
enterprise now finds itself in a rather different place to where it was 5 yrs ago
From: iPhone et al From: Facebook et al From: Twitter et al
ist
ist
ist
lly o
lly o
lly o
Ex
Ex
ea ag
ea ag
Ex
ea ag
’t R yrs
’t R yrs
’t R yrs
d n -5
d n -5
dn -5
4
4
4
Di
Di
Di
Mobile Social Realtime
• Pervasive • Connected • Messaging & Feeds
• Locally Aware • Personally Aware • Event Aware
• Apps • Self Broadcast • Body of Content
Where Who When
The pace of change is unparalleled, not just in technology to deliver, but how it is used
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

9. The Royal Mail Group
 165,000 employees  4,500 employees  9,200 employees
 69 Mail Centres  2 Hubs  13,850 branches
(more than any other
 1,400 Delivery  47 Depots UK retailer)
Offices
 One of the world’s  1,800 vehicles the
Responsible for  Responsible for the
 63m transactions per
 30,800 vehicles
oldest  207k parcelsstamp,
1st postage 1st post boxes, red
week
organisations
 80m items handled handled per day c.
the Penny Black pillar boxes c.1850
1840  15p in every £1
 per day itself
Can trace transacted in the UK
back to the handled via the Post
 Delivers to 28m
organisation
addresses per day Office Network
formed by Henry
VIII in the 1500s
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

10. RMG Business Context
Core postal business in decline Customers increasing online… everywhere
RMG Core
Business
Constant change in business, Challenges IT- Constant game of catch-up
regulations, public policy, & customers
August 2011 Next Generation Cloud Adoption
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11. The concepts of next generation eBusiness we designed
with them
Build for your future
customer
Leverage the exponential growth
Web is a fashion product
of new technologies
(change your wardrobe regularly)
Next
Generation
e-Business Be a Cuckoo - embed your
Continually Use the latest brand & services in other
‘Best Practice’ people’s sites
Customers dictate Buy flexible capacity –
design pay for what you use
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

12. Having your cloud cake and eating it
Speed Integration
Flexibility Multiple vendors
Agility Charges,
Contracts
Business user Identity Mgmt.
Scalable Service Mgmt.
Economics Rogue buying
August 2011 Next Generation Cloud Adoption
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13. The largest orchestrated cloud changes our role from
Capgemini Immediate services programme in Europe
Systems Integrator to Services Orchestrator
From systems integrator to services orchestrator
August 2011 Next Generation Cloud Adoption
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14. Another example: genuinely multi-channel & customer centric solution for the
scale of a tier 1 retailer, but with a prototype that can be demonstrated in wks
In-store
POS Mobile App
Outbound
Comms
Social
Media
Presence Marketing &
Campaign Merchandising
Management
Single View SMS alerts
of Customer
Re order &
Mobile eCommerce delivery
Web Customer Data Web Analytics
Collaboration warehouse
Fulfillment
Customer
Service
Driver’s Device
Outbound
Loyalty In-store
Vouchers Customer In-store
Services Local Contact
Expert Centre
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

15. We’ve had to develop multiple components to assist with this
A technology Ecosystem and Commercial model
framework for service operations for continuous
change model innovation
… lowering inhibitors to
… a services integrators’ …why procure when you innovation. Elastic costs
toolkit: many acting as can respond and based on business
one enhance metrics
The technology framework is the typical focus, but the other aspects of
‘Immediate’ was more complicated and time-consuming, and delivers
more value
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

16. We believe this will take SaaS to the next level in the enterprise
 Going beyond just cloud delivery as quicker and cheaper,
- That is table stakes. It is the obvious means of delivery for any external-
facing need, and many internal. How else would you do it these days?
 Working the way that modern customers  Taking advantage of online
increasingly expect approaches across all
- Online as the default means of interaction, channels, not just the web
on customers’ terms,
- Delivering customer-
- Customer Interaction is 2-way, closed-loop.
centric, consistent cross-
- Mobile, social and realtime by design from channel interactions and
day 1, not just a web site. Continually experiences
evolving.
 And of course, putting in a model to be continually quicker & cheaper
- Continually getting the fastest access to innovation, and the quickest means of
deploying it
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

17. The theory suggests a gradual move of many parts of each organisation’s IT
estate from the current mainstream to something very new to them
Experimenting
with Cloud Cloud-based Services
wherever viable
(subject to significant diligence)
Some Open
Source
(in commoditised
or embedded
stacks) Open Source
Platforms
Continual (on IaaS or as Commercial
reappraisal PaaS) software only
Mostly Commercial where needed
Software (due to lack of
viable
alternatives, or
for risk
mitigation)
FROM THIS TO THIS
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

18. 3 key tenets of the next generation of SaaS adoption
New generations of customer Fostering inclusive
interaction, based on collaboration and serendipitous
participation, conversations connections around a social
and even partnerships. Using living body of work, across
online as the platform. organisation boundaries.
Di
gi
M
Moving beyond the model of Moving beyond the model of
ta
CR
broadcast and the contact mail, documents & in-trays
lE
Next
ial
centre for how businesses that still dominate the way
nt
c
e
and customers interact. Generation Enterprises operate today
So
rp
r is
SaaS Adoption
e
Enterprise Integrated Cloud Services
Delivering enterprise-wide cloud and digital services through
technical and commercial integration of best-of-breed providers,
and provision of an continually evolving, managed ecosystem
Moving from packaged application products, to integrated
services as the an (the?) Enterprise-wide IT strategy / approach
August 2011 Next Generation Cloud Adoption
Copyright © 2011 Capgemini. All rights reserved.

19. Thank-you
sam.lowe@capgemini.com
twitter.com/sam_lowe
Copyright © 2011 Capgemini. All rights reserved.