Soln deck business operations support services_final

BOSS: “Business
Operations Support
Service”
Accelerating Sales
Performance

2Copyright © Capgemini 2013. All Rights Reserved
BOSS: Business Operations Support as a Service | Date
Agenda
Trends & Challenges in Operational Effectiveness
BOSS Solution Overview
Customer Success Stories
Why Capgemini?
Q&A – Contact information

 How to monitor
and measure
application
performance?
 How to gain true
insights?
 How to get value
from service
providers?
 How to keep the
apps portfolio
competitive?
 How to simplify
and modernize
operations?
 How to enable IT
based
innovation?
CIOs are faced with fresh challenges
Source: Capgemini Application Lifecycle Report
0%
10%
20%
30%
40%
50%
60%
70%
Createvalueforbusiness
Improveefficiencythrough
ITsystems
Cutoverallcostsforthe
business
Increaseproductivity
Createbetterbusiness
alignment
CutcostsofIT
ImproveflexibilityofIT
systems
Innovatenewapplications
Increasequalityof
applications
Meeting the
expectations of
the business
 How to respond
to ever-changing
business needs?
 How to improve
user satisfaction?
Innovation
Better service
experience
Cost constraints
 How to control costs?
 How to improve returns?
 How to spend less on keeping the lights on and free
budget for innovation?
What are the three most
important goals of the
company CIO?

Enterprise Salesforce.com landscape is changing
rapidly
Business and IT Transformation:
Customers “transforming” their
business with salesforce.com
Several Stakeholders: Multiple
Business and IT stakeholders
across BUs and geographies
High Complexity: Multi-
dimensional complexity:
Business / Technical /
Geographical
Holistic Solutions: Multiple
solution components &
Integration points
Ongoing Innovation:
Customers asking for
continuous innovation
after initial deployment
Demanding Customers:
Evolving business needs &
demand for 24x7 access
across multiple channels

Cloud Model Increases the need for Ongoing
Governance
 Business users get more functionality due to agile/rich/open platform & multiple releases
 CIOs have the flexibility to innovate faster vs. just keeping the “lights on”
 Platform enables business innovation via agile solutions, beyond CRM
The success of the cloud model is predicated on a strong Governance framework, not just
during the implementation but ongoing, well beyond the post initial deployment.
Fast
No Hardware
No Software
Easy
Automatic
Upgrades
Scalable
Open
Any Device
Data Portability
Flexible
App Marketplace
Extensible
Trusted
Transparency
Real-time Status

BOSS – Operational Support for Industry and CRM
Processes Beyond Application Management
Sector
Expertise
Life
Sciences
Customer
Products &Retail
Public
Sector
Value Added ServicesSupport OperationsBusiness Operations
Sales
Leads, Pipeline,
Accounts
Marketing
Website, Social,
Campaigns
Service
Multi-channel
customer service
Platform
Custom business
processes
Business Analytics
Business Process
Re-engineering
SDFC Center of Excellence
Financial
Services
Manufacturing
Application Monitoring
Application Administration
Incident/Problem Management
Release and Change Management
Minor and Major Enhancements
Proactive Business Consulting

BOSS offering is optimized for the Cloud Model
Traditional App Mgmt Cloud (BOSS)
Keep Lights On
Business Value, Agility, and Rapid
Innovation
SLA focused
SLA s plus improved Application and
Business Process Performance
Fixed Capacity and Pricing
Flexible Staffing models accommodate
changing Requests and Business
Fluctuations
Focus on Stability with bare minimum
change
Designed for Ongoing change and
continuous improvements
Heterogeneous Tools and Processes
Integrated Delivery Platform with Standard
Plug and Play processes/tools for rapid
deployment
Success measured on Traditional KPIs Reduced cost, CSAT and End user Adoption

Multiple Core and Ancillary Services Comprise
BOSS
AM Services
Business Process
Support
Avenues for
Innovation
Dynamism/
Flexibility of
Support Services
TangibleImpactviaBOSS
Tier 1
Entry
Level
Tier 2
Core
Service
Tier 3
Advanced
Level
 Change
Management
 Enhancement
Services
 Campaign analytics
 Territory
Management
 Advanced Sales
Reporting
 Continuous,
Feedback based
Business Process
Improvement
 Explicit Sales Ops
Outsourcing
 Become an IT
liason for Critical
Sales Functions
 Incident
Management
 Problem
Management
 Knowledge
Management
 User Management
 Campaign
Execution
 Content
Management
 Application
Modernization
 Portfolio
Rationalization
 Support Ad-hoc,
asynchronous
requests and
quickly standardize
 Helpdesk
 Multilingual Support
 Business How To’s  Simple optimization
of Service Delivery

BOSS enables Chief Information Officers transform
to Chief Service Officers to Lines of Business
Transforming IT leaders into Business Evangelists and Thought leaders…
Role Key focus
Business Enablement Service Enablement
Service Aggregation Demand Generation
Service Advisory Focus – Businss
Outcomes
Master Data Mgmt
Commercial & Contract
Mgmt
Supplier & Partner
Mgmt
Risk Mgmt
Role Key focus
Service & System
Admin
System Maintenance &
Support
Demand Driven – CR
Fix on Fail
Budget Management
Application Mgmt &
Delivery
Infrastructure &
Architecture
IT Support Services
Project Mgmt &
Delivery
CIO CSO
In-cloudOn-premise

BOSS Proven Methodology Accelerates Innovation
 Manage risks & issues, control time & cost utilization
 Manage communications, undertake routine reporting, monitor program
 Manage impact of changing business environment
Service Management and Delivery Initiation
People and Organization
Knowledge Transfer
Process and Procedure
Technology and Infrastructure
Financial and Contractual
Acceptance and Sign-off
CutoverStart Up
Initiate
 Risk & issue Mgmt
 Time & cost Mgmt
 Routine Reporting
 Routine Communications
 Planning workshop
Establish
 Project initiation
document
 Transition team
 Project office
 Transition infrastructure
 Governance Structure
Agree
 Transition OTACE criteria
 Responsibilities during
transition
 Quality Gate Criteria
Transfer
 Outstanding risks &
issues
 KT actions
 People actions
Close
 Transition finances
Conduct
 Transition to Support
handover
 Post implementation
 Revise transition
process and templates
accordingly
Agree
 Transition OTACE
score
 Service OTACE criteria
Execution
Solution Build & Testing Activities
Tech Org
Review
Service Design
Readiness
Assessment
Cut Over To
Delivery
QualityGateAsignoff
QualityGateBsignoff

Commercial models – How do we engage?
Option exists to either deploy any model for entire contract duration or a combination of
models as engagement matures during the duration
Catalog-
Based
Volumetric-
Based
Service
Performance
Fixed Price
 Catalog developed for
maintenance activities
and price for each
service
 Non-catalog–based
service through
common core team in
fixed price model
 Flexibility to add/
remove service from
the catalog
 Ticket slab approach
with price per ticket in
each slab
 Flexibility for increase
in ticket (with volume
discounts)
 App-based price with
committed price for
maintenance and
complete ownership
of app
 Gain share on
business target like
increased profit or
reduced OpEx with
based subscription
fees
 Risk/reward —
Percentage of
monthly fees linked
with service target
agreed
 Fixed price for
application
maintenance. Time &
material for
enhancements.
 Core — Flex team;
SLA commitments
and improvement
 Productivity gain
through
industrialization
1 2 3 4
User Based
Pricing
Demand Driven
Service Selection
BOSS pricing

Customers are embracing our BOSS offering
Client Name Project Name Country
Big 3 Auto Maker Salesforce.com Support for a Lead to Order
Application
UK
Leading Public Sector
company in UK
Support for Digital Platform that includes
salesforce.com and other digital technologies such
as Drupal, Big Machines etc
UK
Large Grocery Retailer Support for Digital Platform that includes
salesforce.com and other digital technologies such
as Websphere commerce, Radian 6 etc
UK
Large Privately held Pharma
Company
Saleforce.com, Veeva & Interface CRM Support US
Leading Global Pharma
Company
Global CRM Support – Salesforce.com & Veeva Germany
Leading Pharma Co in USA Veeva Support project US
Leading Consumer
Electronic & Office
equipment manufacturer
Salesforce.com Support for CRM Application Netherlands
Multinational Auto OEM Global CRM Support Belgium

Why Capgemini for Business Operations Support
Proven operational and transformation
success in multiple industry sectors
 Successfully delivered over 600+ enterprise
business transformations
 Life Sciences, Consumer Goods, Financial
Services and others)
Market Leadership as a Cloud visionary to
enterprises
 Serving 64% of Fortune 500 companies
 100+ application outsourcing accounts with
greater than €500,000 annual revenue
Proven expertise and capacity in delivering
reduced TCO and increased operational
effectiveness
 Capgemini Rightshore® 30+ Applications
Service Center locations in 18 countries
 Industrialized and streamlined processes
that improve productivity and reduce costs
Depth and breadth of expertise and delivery
of Salesforce platform and ecosystem
 600+ certified Salesforce specialists
increasing business value of IT to 100’s of
accounts

Overview of Capgemini’s salesforce.com Practice
Top 5 Global System Integrator Partner
Associated with salesforce.com since 20071
Strong Collaboration across sales, project delivery and innovation2
Platinum Partner status & Privileges3
Salesforece.com CoE/Retail IP/Telco Framework/KM IP in India4
Identified as a Fast Growth Initiative5
~600 Salesforce practitioners worldwide including
280+ Certified Consultants across Sales Cloud, Service Cloud &
Developer areas in India
150+ Business Analysts, Integration Developers, Testers, Data
Specialists & Reporting Analysts
Plans to double the number of practitioners in the current year
Partner Award for Marketing Innovation
@Dreamforce’12
Capgemini serves clients globally from our
Centers of Excellence through our
Rightshore model
Capgemini provides end-to-end solutions
from strategy, design to solution
development and implementation
CoE’s
Scope
of
services
Rich
Bouquet of
Services
SALESFORCE.COM
CRM ADVISORY
SALESFORCE.COM
IMPLEMENTATION
INTEGRATION &
MIGRATION
SERVICES
FORCE.COM &
VMFORCE
APPLICATION
FACTORY
APPLICATION
MANAGEMENT &
MANAGED
SERVICES
US
France
India

Contact details
?
For More Information:
fredlandis@capgemini.com
www.linkedin.com/in/fredlandis/
Solution Leader

Why Trust Capgemini? True end-to-end sector, Process and
corresponding Technology expertise to improve Business Impact of IT
Our partner ecosystem is wide end
deep: from maintaining older releases
to facilitating upgrades and even
helping you to be a first mover on the
newest evolutions planned by our
partners.
We have the competencies and
resource to build, maintain and
enhance your applications and have
deep insights into how to gradually
modernize and rationalize your estate.
We are front runners with our Simply
Business Cloud approach and can
fully support you both in maintaining
your SaaS landscape and integrating
that with the rest of your estate. We’re a
leader in Service Integration and Cloud
Orchestration.
We understand your Industry. We
have deep sector insights, IP and
thought leadership and maintain best
practice process libraries, reusable
objects (interfaces, layouts, reports,
scripts etc.) and AM ticket knowledge
repositories.

Why Capgemini for Business Operations Support?
BOSS
Leverage standard
Service Stabilization
Components
Support Personnel
Capabilities
Address Cost Pressure
Focus on Agile Support
capabilities and
Innovation
Standardized Governance,
Reporting and SLA
Stable Delivery through
standardized delivery
Models
Industrialized
Process and Tools
Niche Skills,
Business Process
Expertise
Service selection
Flexibility via
Service Catalogues
Optimized Running
Costs via User
based Pricing
Continuous
Improvement &
Innovation
Support Ad hoc,
Dynamic Field
Requests

Customer Case Study – Large Pharma Company
BOSS Offering for a complex SFDC and Veeva Implementation
Key Metrics & Program Data
 Global SFDC Support for nearly 50
Countries
 ~ 15000 Sales, Marketing & Admin users
 Technologies involved – SFDC/Veeva –
iRep, Vinsights, Informatica, Concur,
Javelin etc
 Support team of 20+ people.
 90% Offshore Leverage.
 Supporting the SFDC, Veeva GDO, Local
Orgs & over 105 Interfaces to various
backend systems
 24X5 Coverage Model
Program Highlights
 Innovative User based pricing –
predictable costs to the customer
 Highly Mutualized support team – available
On Demand
 Menu/Catalogue based pricing – New
application, interface, new countries,
transition, native language support
 Accelerated Transition to a stable steady
model.
 Penalty & Credits linked to business &
operational metrics
• End user satisfaction
• Team Retention

Customer Case Study – Large Pharma Company (Cont’d)
BOSS Offering for a complex SFDC and Veeva Implementation
Transition
Streams
Transition Planning Transition Execution Hypercare
2013
Mar Apr May Jun Jul, Aug, Sep
Wk 1 Wk 2 Wk 3 Wk 4 Wk1 Wk 2 Wk 3 Wk 4 Wk 1 Wk 2 Wk 3 Wk 4 Wk 1 Wk 2 Wk 3 Wk 4
Transition
Governance
Engagement
Mgmt. Setup
Staffing
Knowledge
Transfer
Process &
Procedures
Services and
Project Take -on
Technology &
Infrastructure
Financial &
Contractual
Setup and Manage Project Office, Steering Committee Meetings, and Communication
Transition Planning and Discovery
Knowledge Transfer - Planning & Execution, Knowledge Management
KT Planning
Service Delivery Organization Setup
Define/Agree Transition RACI
ORA
Inventory & Design
CloudSolution -
Support Service
Go Live
Capgemini
L2 Support
Starts
Security/Legal Compliance, 3rd Party Contracts, OLAs, Invoicing Setup
Obtain Client ITIL process documentation
Quality Gate A Assessment
VDI Setup, - Client Application, Tools, Configuration and Testing
Citrix Connectivity Setup/Test
Application Access and Access to tools
Monitor Build Quality/Defects/Bugs
Contract
Award
Define and Agree SQP / RunBook / Service Manual
Staffing, and Recruitment
Wave1 – Cloud Solution KT
<Phase A Geogrpahies>
Wave2 – Cloud Solution (Others)
<Phase A Geographies>
Define/Agree /Implement SLA and Service Reporting Mechanisms
Foundation Shadow / R Shadow
KT Closure
ORA (Operational
Readiness
Acceptance)Start: 3
weeks prior to
cutover
Client Processesand Tools Training for Agents
Define/Agree Project Governance Plan
Visa and Travel Arrangements for Agents
Finalize Scope
MSA
Signed
KT Execution
KT Sign-Offs
Utilize I&D Portal to
expedite KT
planning & discovery
Onboard Support Agents
Shadow/R Shadow
with UAT
Defects/Bugs
Gather Documentation
Transition Portal used
to manage KT/
Transition execution
and Status Reporting
Gather Documentation
Define and Agree Quality Gate A & B Criteria
Establish Telephone Infrastructure for Call Handling
Pilot Support?

Customer Case Study – Large Insurance Carrier
BOSS Offering for a complex Service Cloud Implementation
 Call Logging
 Call Management
 Generic User Queries/ Support
 Functional Experts (Power Users)
 Business Process Support (Power
Users)
 User FAQs
Customer
L1 Support L2/L3 Application Support Product & Platform Support
 Incident Management
 Monitoring & Maintenance
(Corrective/Preventive)
 Problem Management (Manage known
problems and workarounds)
 Knowledge Management
 Quick Fixes / Workarounds
 Minor Bug Fixes (Bugs that can be fixed
without significant architectural
changes)
 Minor Enhancements (Enhancements
that do not involve significant
architectural changes)
 QA support
 Change Management Support
 Release Management Support
 Deployment & Implementation Support
 Salesforce.com Platform/Service
Availability
 New Salesforce.com feature releases.
 Premium product support/On-call
availability

The information contained in this presentation is proprietary.
© 2013 Capgemini. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
www.capgemini.com
About Capgemini
With more than 125,000 people in 44 countries, Capgemini is one
of the world's foremost providers of consulting, technology and
outsourcing services. The Group reported 2012 global revenues
of EUR 10.3 billion.
Together with its clients, Capgemini creates and delivers
business and technology solutions that fit their needs and drive
the results they want. A deeply multicultural organization,
Capgemini has developed its own way of working, the
Collaborative Business ExperienceTM, and draws on Rightshore®,
its worldwide delivery model.
Learn more about us at www.capgemini.com

Soln deck business operations support services_final

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