accenture - mapping out your journey to the social enterprise
TRANSCRIPT
Accenture: Mapping out your
Journey to the Social Enterprise
22nd May 2012
Presented by
Andrew Greenway (Accenture)
Rob Flynn (RSA)
Saideep Raj (Accenture)
Social Enterprise Video
Presenters
Andrew Greenway
Global Cloud Services Programme Lead
Accenture
Saideep Raj
Global SaaS Lead Accenture
Rob Flynn
Change & IS Partner for UK Operations
RSA
Agenda
Accenture and Social Enterprise
Lessons learned
Question and Answer Session
Case Study - RSA
Accenture and Salesforce
Introducing the Social Enterprise
Introducing the Social
Enterprise
Andrew Greenway
Accenture
What is a Cloud Enabled-Business? What is
the Social Enterprise?
Why “Social Enterprise”?
Internal Collaboration
Collaborating w/Partners & Customers
What does Social mean
for your Business?
C2C Collaboration
Situation: Companies want to
engage actively with
customers, partners and
employees
Complication: How to make
it real – Technology,
Process, People – and
continuous
Opportunity: Rethink customer intimacy and
employee collaboration, redefine interactions
and relationships, B2C and B2B
Case Study - RSA
Rob Flynn – Change & IS
Partner for UK Operations
RSA
RSA at a glance
300-year heritage and one of the world’s leading
multinational insurance groups
Employ around 23,000 people, serving 17 million
customers in around 140 countries.
Our Global Brands:
10
Salesforce’s footprint in RSA UK
Diverse footprint of developments
Service Cloud deployment “Customer
Service Interface” (CSI) to 900
Operations colleagues in UK and BPO
More Than (Personal Direct)
Same 900, joined by additional 600
(Personal Affinity colleagues on
Knowledge deployment
Upcoming second Service cloud
deployment to 900 further Operations
colleagues in Commercial
Various Force.com developments to
support Promise strategy and risk
assessment management systems for
multinational customers
Accenture’s involvement at RSA
Timeline
2003 onwards - SI Delivery engagements (Started 2003)
2004 - Business Process Outsourcing (Started October 2004)
2011 – First implementation of Salesforce.com
Contract to 2016 to supply a variety of front and back office roles
People
Currently 900 resources with Bangalore and Mumbai resources supporting
Over 75% of service delivered by utilising the Accenture’s Bangalore delivery centre
Results:
Delivering Claims, Sales and Service, Customer Accounting, Finance, Commercial
Lines business
2009 Operations Transformation cost reduction of c. 600 FTE enabling delivery of £14m benefits
Case Study - CC GUI Release 2
Business Challenge
RSA approached Accenture in March 2011 in search of a
Salesforce.com partner to delivery an integrated customer, policy and
case management solution for RSA’s MORE TH>N personal
customers in the UK
The existing agent system environment was cluttered and complex and
required agents to use a large number of applications to service
customers
Agents had limited view of each customer
This change needed to be delivered in by July 2011
Dynamic Inputs
Drive Scope
2
Capacity Readouts
Reveal Remaining
Level of Effort
3
Collaboration and
Prioritization Confirm
Release Scope
4
Conference Room Pilot
SFDC
ACN
Onshore ACN
Offshore
RSA
Biz
Team
RSA
IT
Collaborative and
Integrated Project Team
1
Case Study - CC GUI Release 2
Conference Room Pilots
Case Study - CC GUI Release 2
Results
The new Salesforce.com
solution went live as planned
in July 2011
Project delivered in just 16
weeks, on time and within
budget. Training and rollout is
now underway for 900 users,
across MORE TH>N contact
centres in Liverpool,
Sunderland, Peterborough,
Mumbai and Bangalore
Where we go next
Personal Lines Release 1
Time
Global CRM
Personal Lines Release 3
Application
Business
value
Commercial Operations
Personal Lines Release 2
We are here
Lessons learned
Saideep Raj (Accenture) &
Rob Flynn (RSA)
Lessons Learned from RSA
Do not underestimate the
complexity of scale deployments
Be clear on scope but
be comfortable
managing it
Adoption drives success
Make sure you have the internal ability
to run/change the asset Understand the KPIs that drive your
business case and make sure you can
isolate/measure them
Deepen the design with your
people alongside development
leads
Data, data, data
Accenture and Social
Enterprise
Saideep Raj
Accenture
Map Initiate
Redesign Build
Optimal Customer Engagement
Single View of the Customer
Front Office Greater Business Agility
Real-Time Decision Making
Systems of
Engagement
Systems of
Record
The 50 day Social Enterprise blueprint approach
begins with pain points in the current business, creates a vision for the future, develops rapid prototypes that bring the vision to life, and then
creates a clear execution roadmap for transforming the enterprise both inside the organization and in how
it interacts with customers.
The Social Enterprise Blueprint
The Social Enterprise. Delivered.
Accenture is the clear leader in Salesforce.com
implementations
© Forrester Research, Inc., Source: The Forrester Wave™: Salesforce.com Implementation, Q2 2011. In A Rapidly Changing Enviro nment, Forrester Sees Increasing Vendor Differentiation. By Liz Herbert with John C. McCarthy and Mark Grannan, May 2011. The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.
“Accenture is a leader in the SFDC
implementation space due to the size of
its practice and the provider’s substantial
depth of experience in larger, complex
projects. Accenture has started to build
out industry-specific IP in the form of
accelerators for salesforce.com and other
SaaS areas. It also conducts industry-
specific deployments, such as larger
deployments of Veeva, a life sciences,
SaaS-based add-on for SFDC. In a
number of accounts, firms have selected
Accenture in phase 2 or phase 3 of an
SFDC rollout when they outgrow a
smaller specialist.”
Forrester Wave™: Salesforce.com Implementation Q2 2011
Question and Answer
Session
Andrew Greenway & Saideep Raj
Accenture
To speak more with our team please stop
by our stand in the Expo.
Thank you!