kimberly-clark: challenging the customer engagement status-quo with an ipad, grant davies and kim...

D i g i t a l E x p e r i e n c e P i o n e e r s

W W W . B L U E T U B E I N C . C O M

Evolve 2013

Challenging the Customer Engagement Status Quo

D i g i t a l E x p e r i e n c e P i o n e e r s

INTRODUCTIONS

Grant Davies – Bluetube

Kim MacDougall – Kimberly Clark

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 4

Who is About Bluetube

•  Established in 1999, Music for Cartoon Network

•  Award Winning Tablet, Mobile, Consulting & Web Digital Agency.

•  Referral Based •  Passion is the center of our business

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 5

Awards

•  2012 WebAward Best Biotech Website Kimberly Clark - Product Selector

•  2012 WebAward Outstanding Non Profit Website HIGH Museum - MOMA Microsite

•  2012 Mobile WebAward Best Non Profit App Wynsum Arts - i.AM Search

•  2011 WebAward Best Arts Website HIGH Museum

•  2011 WebAward Outstanding Non Profit Website Dad's Garage Theatre Company

•  2010 Addy Best Of Show Cheerwine - Microsite

•  2010 Addy Gold Cheerwine - Microsite

•  2007 IMA Best Music Website Atlanta Symphony Orchestra

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 6

Who we work with Clients

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 7

Kim MacDougall Senior Capability

Development Manager

Introduction

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 8

Who is About Kimberly Clark

•  Founded in 1870 •  Global Company •  Consumer and Professional Products •  20 Billion in Net Sales 2012 •  137 on Fortune 500 list •  Leader in Sustainability & Innovation

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 9

Safety and Scientific Products

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 10

Industries Our Customers

•  Automotive •  Aerospace / Aviation •  Metal Manufacturing •  Petroleum / Energy •  Pharmaceutical •  Semi Conductor

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 11

Before Manual Process

•  Sales reps meet client •  Tour the client site •  Observe the products used •  Follow up with proposal •  Web based “product selector”

for guidance.

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 12

Issues Manual Process

•  Poor account penetration •  Not selling entire product line •  Not adding value to customer relationship •  Unsophisticated presentation •  No Uniformity of approach •  Duplicate Labor

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 13

HAZARD ASSESSMENT APP

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 14

The PLAN

There HAS to be a better way

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 15

Business The Brief

•  Rich, Creative Presentation •  Elevate Customer Engagement •  Automate The Process •  Empower the sales Reps •  Immediate Proposal •  Integration with Business Systems

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 16

Technical The Brief

•  Content from Sitecore •  Integrate with SalesForce.com CRM •  Use Offline & Google Analytics •  Sync when “on wifi” •  Provide “simple” administration •  Future non iOS versions

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 17

Technical Continued The Brief

•  Distribute via Apps @ Work •  Secured via SFdC •  Updated Via Sitecore & SFdC •  Business / Marketers Update via

Sitecore •  New Products & Media Quarterly

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 18

THE PROCESS

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 19

Sales Process What does it ?

•  Visit the customers site •  Perform a “hazard walk” •  Capture Customer needs •  Guided Product Selection •  Produce a “proposal” PDF •  SFDC for closing opportunities

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 20

Proposal Generation

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 21

DEMO

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 22

Chemicals!

DOMAIN KNOWLEDGE

I know what Garment, Or Glove will protect you from Ammonia… I may never be the same..

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 23

Sales Reps love it The Result

•  Fast and easy to use •  Reduces their workload •  Speak Confidently and consistently •  Provide a “polished” Proposal •  Increase Closure Rate •  Increase customer satisfaction

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 24

Existing Tools www.kcproductSelector.com

•  C# based Sitecore Server application •  Flex based UI •  Like “buying a TV” •  Escape the dry / survey style

product selection •  Solid Server platform to build off. •  Award winning didn’t hurt J

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 25

INVOLVE THE USER PROCESS

•  mockflow & FLUID UI •  HUNDREDS of hours on UX •  10 ALPHA RELEASES •  5 BETA RELEASES to SELECT GROUP •  3 PRODUCTION RELEASES

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 26

iPad App Platforms Under The Hood

•  Xamarin.IOS •  Sitecore Content Management System •  Sales Force CRM •  TestFlight for Beta Testers

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 27

Why Xamarin ? Under The Hood

•  Bluetube is a Xamarin Premiere Consulting Partner

•  Trust the platform •  Continuous Innovation •  Stability / C# language support •  Clear Leadership

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 28

Why Sitecore Frameworks

•  Manage •  Questions & Answers •  Video & PDF

•  Bluetube mobile packager creates ‘zip’

•  Bluetube Unpackager creates local SQL DB

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 29

QUESTIONS Sitecore Data

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 30

HAZARDS Sitecore Data

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 31

PRODUCTS Sitecore Data

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 32

SFdC SalesForce.com ( SFdC)

•  Pull Clients, Contacts, Opportunities •  Pull custom objects – Area •  Push new items and proposals

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 33

SFdC App Flow

•  Kimberly Clark Authentication provider

•  Bluetube binding to NATIVE LIBRARY for the REST VERSION

•  Authentication framework •  Synchronization

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 34

Frameworks Under The Hood

•  Service Stack Framework •  REST SHARP •  SQLite-net •  Salesforce Mobile SDK •  LibZipArchive •  Tiny IOC & Tiny Messenger

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 35

Service Stack Frameworks

•  Speed •  Simplicity •  Model Driven •  Supports all protocols •  Same classes on App and Server* •  No Code Gen

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 36

Service Stack Continued Frameworks

•  Strongly Typed DTO’s •  Fast JSON Deserialization •  Caching Providers built in •  Serializes C# Exceptions •  Examples : http://bit.ly/YxYc1b

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 37

SQLite-net Frameworks

•  Lightweight ORM for native SQL. •  Works with “your” model •  Simple Crud operations •  http://bit.ly/16aThFz

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 38

Code Example SQLite.net

Gets all the areas on a opportunity : !public List<Area> GetOpportunityAreas (Opportunity opportunity)!{!var list = Connection.Table<Area> (!

! ! !a => a.OpportunityId == opportunity.Id).ToList(); ! !!!

return list;!}!!

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 39

Adding an item SQLite.net

public class Area : SalesforceObject!{!

![Indexed]!!public string OpportunityId { get; set; }!

}!!Connection.Insert(area);!!!!

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 40

Other Frameworks Frameworks

•  LibzipArchive •  Native Zipping/Unzipping – Bluetube

created monotouch binding. •  TinyIOC

•  Injection/IOC container •  TinyMessenger

•  Event Aggregator

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 41

LIBZIP ARCHIVE

string zipCurrentPdf ()!{!var tempPDFFile = Path.Combine (AppPaths.GetOutputDocsPath (), AppPaths.TempPDFName);!var tempZipFile = Path.Combine (AppPaths.GetOutputDocsPath (), AppPaths.TempZipName);! !

NSError error;!pdfData.Save (tempPDFFile, NSDataWritingOptions.FileProtectionNone, out error);! !var zipFile = new LibZipArchive.ZipArchive ();!zipFile.CreateZipFile2 (tempZipFile);!zipFile.AddFile (tempPDFFile, pdfName);!

zipFile.CloseZipFile2 ();!return tempZipFile;!}!

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 42

TINY IOC

Bootstrap : var container = TinyIoCContainer.Current;!container.AutoRegister(new Assembly[]!

!{ !! !Assembly.GetExecutingAssembly() !!});!

!IN a class : Class SomeClass {![Inject]!public SalesforceProxy SalesforceProxy { get; set; }!}!

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 43

TIPS TINY IOC

•  Using BuildUp (this) IN CONSTRUCTOR

•  NEEDED WHEN STORY BOARDING

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 44

TINY MESSENGER

Subscribe :!TinyMessengerHub.Subscribe<NavigationMessage>(HandleNavigation);!!

void HandleNavigation (NavigationMessage msg)!{!

!NavMessageReceived(msg);!}!!Publish : protected override void ItemSelected (object sender, TypedRowEventArgs<MasterItem> e){!

!messageHub.publish(!! ! !New NavigationMessage(this, NavigationType.Selection, e.Item));}!

!!!

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 45

PDF Generation Output Document /Proposal

•  Bluetube Library •  Native Core Graphics and Core

Text •  May release this as a module

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 46

What went well THE GOOD

•  Overall Platform Stability •  Native look/feel and performance •  Event system •  Frameworks saved thousands of

dollars •  Reuse of code from ProductSelector

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 47

What was challenging THE OK

•  Beta App updates •  Customizing UI •  iOS MVC/Development platform •  Retaining device Data •  Re-signing app for KC app store •  Testflight API – BLUETUBE BINDING •  MEMORY USE DURING SYNC

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 48

What was challenging THE OK

•  MDM’s like mobile iron •  Apperian looks very promising

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 49

Whats next BEGINNING OF THE PLATFORM

•  Feature requests from Sales Reps •  MULTI LINGUAL

DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 50

More Info Links

•  Slides Available SOON at : •  http://bit.ly/14wlTfu

•  More Info : •  ww.bluetubeinc.com

Thank You Questions ?

D i g i t a l E x p e r i e n c e P i o n e e r s

contact@bluetubeinc.com