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Cloud Computing and CRMSalesForce.com

Center of Excellence

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Cloud Computing and CRM Center of Excellence (CoE)

MandateIntegrated CRM Solutions – Successfully implement on-premise, hybrid or Cloud based systems for the seamless automation of core CRM functions and allied business processes

Match industry expectations when deploying these solutions – Salesforce+29% increase in revenues from greater end-to-end pipeline visibility+34% increase in sales team productivity+42% increase in forecast accuracy

Each solution to be directly focused around a benefits-to-business strategy; with recognizable value-add and an assured high degree of user adoption and satisfactionWhy SDG

Client business orientation = higher success rate and adoption ratio

Technology focus = innovation and lower TCO

Thought leadership = best practices

Proven approach = mitigates enterprise risk and failures

Solution investment = drives faster time-to-market

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Cloud Computing and CRM CoE – Operating Model

Client SolutionsGlobal Delivery

Solutions

Global Technology Solutions

Learning and

DevelopmentPMO

Strategy

Process and Methodology

Governance

Metrics and SLA’s

ContinuousImprovement

Solution Framework

Process Harmonization

Release Management

Knowledge Management

Resource Ramp-up and Ramp-down

Tools and Techniques

Communication Framework

Quality Framework

Prototype Building Industry ParticipationSpecialist Recruitment and Training

Go to Market Plan Accreditation ProgramPartnership

Identification and Mgmt

Cloud Computing and CRM

Engagement Model

Solution Research and Development

Competency Development

Knowledge Repository

Service Delivery and Support

SMEs I Architects I Practitioners Thought Leaders I Technologists

Account Managers | Pre-sales | Sales

Marketing

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Cloud Computing and CRM CoE Enablers

Experience Cloud Computing and CRM delivered to a variety of industry verticals Reference implementations across multi-platforms and multi-products End-to-end services and solutions portfolio Business processes and automation Advisory services

Solution architecture and design

Research & Development

Implementation, training and ongoing support services

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Expertise Rapid implementation using AGILE methodology Specialized Advisory and Technology Services

Business processes CRM automation Cloud strategy and computing

Processes and guidelines Greenfield ImplementationsRe-engineering projectsOptimization projectsIntegration projectsMigration projectsSupport and maintenance projects

Ready tools, frameworks and methodologies specific to product - platform

Cloud Computing and CRM CoE Enablers

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• Campaign automation• Lead qualification • Forecast and opportunity• Products and price books• Workflows automation• Partner portals

Sales Cloud

Cloud Computing and CRM Solutions

• Customer service• Solutions database (DB)• Contracts and SLAs • Workflow automation• Call Center • Customer portal

Service Cloud

• Chatter• Content management• Social media integration

Collaboration Cloud

• Feature extensions• Custom applications• Integrations

Custom Cloud

• Mobile integration• Tab integration• Custom applications

Mobility Cloud

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Leading Multinational Healthcare Corporation

ScopePhysicians’ portal implemented to establish an online North-Latin America community. Medical personnel visited the portal to access medical content and to register for attending webinar sessions. All information, content and eLearning hosted by the healthcare company.

Challenges User-friendly and intuitive interface for easy eLearning webinar registration System administration interface for timely day-to-day updates Multi-lingual portal caters to the entire NA-LA physicians audience Multiple email client interfaces for calendar updates WebEx integration Aggressive timeline for ‘Go-Live’

Solution Multilingual support including Spanish, English, Portuguese, and French WebEx API integration to track sessions hosting, participation and attendance durations Cloud based portal a combination of force.com and salesforce.com technologies User-friendly and intuitive search feature for content and webinar information - registration Minimal need for technical resources for portal support and maintenance Readily available reports, charts and dashboards

Case Study : Physicians Portal

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Leading Multinational Healthcare Corporation

Benefits Effective sharing platform for Baxter news, literature resources and upcoming sessions Dynamic and rapid features for portal content management Latin America and Canada physician contact database Automated registration reminders for upcoming sessions Wider audience with automated multilingual interfaces Seamless integration with Baxter corporate website Access to webinar archives

Case Study : Physicians Portal

THANK YOU

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For more information, please contact:Rafat Khan

Cloud and CRM Practice Leader+91 882 622 2466

rafat.khan@sdgc.com