Download - Kairos Salesforce Services
Salesforce Services
Agenda
Corporate Overview
ServicesCapabilities
ServicesOverview
Clientele/Partners
EngagementModel
TechnicalExpertise
Success
Stories
Corporate Overview
» Premier information technology services organization with
headquarters in Irving, Texas and a global delivery center in
Hyderabad
» Over a decade of experience helping clients utilize technology
for strategic advantage
» Over 230 employees across the US and India
» Strategic alliances and partnerships with a vision to provide
cutting-edge technology with high-quality delivery
» Trusted technology partner for global clients spanning several
industries
Services Overview
» Advisory Services
» Implementation Services
» Integration & Migration
» Support & Maintenance
» Offshore Services
» Resource Services
» User Adoption TrainingGoogle cloud
» Portfolio Overview
» Enterprise Systems Landscape
» Current & Future SFDC Needs
» Priorities for next fiscal
» Vendor Management Process
About Client
KAIROS - SALESFORCE.COM
We Provide
ConnectedSolutions & Process
oriented design .
Devise unique Solutions for challenges.
Increase Customer experience.
Enable Customer intelligence.
Improve employee performance.
Increase ranking through voice of
customer.
Improve collaboration
between communities.
Increase Revenue Growth & Improve
Return on Investment.
Increase Brand Loyalty.
KAIROS ECO
SYSTEM
Our Solutions
Portals,Mobility
Integrations & Interfaces
Service Cloud
Sales Cloud
Marketing Cloud
Chatter
Communities
Analytics
Platforms &Custom
Applications
Security & Migrations
Services & Engagement Model
Fixed PriceManaged Services Time and Material
Engagement Model ( On-Site, Off-Site, Off-Shore)
Advisory
Architecture
Application Development
Application Management
Integrations & Migrations
User Adoption & Training
Kairos – Approach / Framework
UI/ Usability“USER EXPERIENCE”
GUI Toolkits Mobility JS Frameworks UI Widgets Visual Design Connected APIs
Migration & Business Transformation Solutions
Strategy. Roadmaps,Standards
MigrationTool kits
Process AnalysisFramework
Application Analysis Tools Adoption kits Training
Design, Development & Deployment
Design Framework
Development standards
Application Framework
Security,Connectivity,
Accessibility Approach
Integration Solution
Framework
Migration tools
Management & Deployment
Tools
Integrations Connected Clouds Integrated Strategy Cloud to Enterprise
Solution & StrategyProcess
Oriented Strategy
Platform oriented Strategy
Consumer/Customer/Enterprise oriented solutions
Business Transformation/Application Transformation
Data Security Application Security
SSO Frame work
Authorization Frame workSecurity
KAIROS SFDC CoE PROFILE
VISION“The best value provider of cloud eco system services and solutions that are usable, realistic,
innovative, motivated, consistently followed, measured and communicated solutions"
Key Clients • MoneyGram• Jason’s Deli• Dr. Peppers• Essilor• Buffalo
• American Airlines• TJ Wesnidge• Beryl Health• Intrawest• Nokia
• Implementation & ISV partnership with Salesforce
• Go-to-market and business development
• Implementation & Integration partnership with Insideview
AlliancePeople• 125+ active Consultants in
engagements
• 65+ Salesforce & other certified consultants
Our Experience• Implementation experience
since 2010• 30+ projects for over 30 clients• Salesforce, Cloud and Cloud Eco
System.
Services Offered• End-to-end offerings • Advisory, Strategy and
Roadmap• Migration &
Assessment
• Implementation & Integration
• Application Management
• User Training
Expertise• Functional Areas : Call Center, Sales, Marketing, Supply Chain, Demand
Management, Finance, Accounting, Analytics• Industry : Transportation, Insurance, Telecom, Manufacturing, Retail,
Automotive, Life Sciences, Entertainment, Food & Loyalty• Assets: 5+ Assets, 9+ partner products Project/Activity management,
Quoting Solution, UI Tools
Kairos - Key Differentiators Strong Governance Structure
backed with Executive commitment to all stakeholders
Business & Industry know-how• Resources with strong experience in various
industries & business verticals to leverage experience in functional and technology landscape from past projects
Technology Leadership on a wide range of platforms
• Breadth and Width of Experience in Implementing and Maintaining Salesforce Applications
• Experience in Implementing and Supporting B2B and B2C cloud applications
• Strong Salesforce integration experience with wide range of technical solutions
• Long standing alliances with various product vendors in the CRM, BI and Cloud space
Continuous focus on cost efficiencies through continuous process improvement
Flexibility and transparency in all aspects of engagement
“We Commit, Collaborate &
Communicate with our customers”
PRINCIPLES
STRATEGY & STORY“…We understand
what our customers Needs & Strategy means to Kairos. ”
DESIGN & DELIVERY PRINCIPLES
“…I understand what our customers key
differentiating short-, mid- and long term requirements are. ”
BUSINESS CAPABILITIES
“…We see that our structures, processes, and systems support
the Customer Needs.”
DIRECTION/VISION“... The best value provider of
cloud eco system services and solutions that are usable,
realistic, innovative, motivated, consistently followed, measured and
communicated solutions”.
Experience Ecosystem
Sales & Service Cloud , Loyalty, “Quotes to Cash” and Products
Harris Broadcast, Intrawest
Sales Cloud, Partner Portal, Siebel transformation, SAP Integration
Nokia
Salesforce Intranet application (Notes to SF). Call center App
Beryl Health
Custom Quotes, Sales Application, Migration from Sales Logix
Armstrong
Jason’s Deli
KAIROS- Salesforce.com- Force.com- Cloud Eco System- Integrated Clouds- Analytics
Finance & Accounting
Back office, HR, Contracts,
Supply Chain/ Demand Fulfillment
Marketing,Collaboration
Sales. Pre-SalesBanking
& Finance
Lega
l, Ch
emic
al &
Hi-T
ech
Consumer G
oods & Retail
HealthCare /
Life science
Media, Telecommunica
tions &
Communications
Retail, Manufacturing,
Transportation
& Supply Chain
ECOSYSTEM
EXTENDED ENTERPRISE
Care, CRM, ServiceLoyalty Troy Wesnidge
Manufacturing operations,Supply chain, Inventory Solutions
Data.com APIConsumer CommunityLoyalty ManagementB2B
B2C
Some of our successful case studies
Interfaces & Integrations
Service Cloud
Sales CloudChatter
Benefits from latest technology
Savings Integration solution Improved customer/
employee satisfaction
Service Cloud
Chatter Sales Cloud Sales Cloud
Call Center & Service Management Automation
Self-service enablement
Partner collaboration Internal collaboration Partner empowerment
Savings from license fees Employee satisfaction
Retail Collaboration Savings from
coordination Proactive management
Partner/Employee Collaboration enablement
Savings from Thousands of hours
of manual work
Centralized information Internal & External
collaboration Streamlined processes Savings from automation
Service Cloud
Migrate from Siebel to Sales Force
End to End Service Management
Communities & Chatter Intranet
B2B RETAIL PORTAL Direct Sales ManagementApp ExchangeCustom Apps
Sales Force, SAP, People Soft, Oracle Asset Management &
Custom Applications
Sales Cloud/ HR App, Back-office Apps
Direct Sales Process – Sales Cloud
Sales Users Salesforce Sales User
Opportunity Management
Sales user,
JOB ORDER
Leads
Create
Nurture
Unqualified
Qualify
Prospecting
Qualification
Discovery Analysis
Proposal/ Price Quite
Submission/ Decision
Negotiations
Contract Review
Lost
WonProposal
Opportunity
Open
GO/No-Go Sales Director
GO/No-Go RFP Director
GO/No-Go Gist
GO -- SUB
Submitted
No - Go
IST LeadsTrigger
Proposal
• Email Campaigns• Closed loop marketing• Web Campaigns
Eloqua & Marketo
Campaigns
Distributors/ Resellers/ Service Providers
Sales Cloud – Sales Management
Sales TeamsAccount Teams
Region1
Global
Region2 Region3 Region3
Leads
Opportunities/ Deals/ Quotes
Territory Management Lead to Quote
Campaigns Leads Opportunity
Contact
Account
Quotes/ Proposals
LeadConversion
Contract Revenue ERP
• Configure/ Price/ Quote
• Proposals
• Contract Management
• Agreements
• Revenue Management
• Revenue Splits
Quote to Cash
QuoteOpportunity
Pipeline Forecasting
Revenue Forecasting
Collaborator Forecasting
Demand Forecasting
Supply Forecasting
Forecasting
Forecasting
Communities and Cloud
Service Cloud
Sales Cloud
ChatterMarketing Cloud
Communities (Partner/ Customer/ Employee)
Ideas&
Engage
Collaborate
Connect & Sell
Service & Engage
Listen & Analyze
Force.com Platform
Case ManagementKnowledge/ ArticlesRMA
Entitlements/ Agreements Entitlements
Asset Management
RMA
Manufacturing
Repair DB
Repair / Return Process
Assets
Oracle Salesforce
Manufacturing/ Repair centers
Informatica
Contracts
AssetsInformatica
Informatica
Orders
Peoplesoft
Case
Bug System1
Verizon CTI - Softphone
Verizon (VCC) Telephony System
Return Materi
al Authorization Oracle Ebiz -
Service Order Interface
On-process Return Tracking
Biztalk Interface
iframe
Assets /
Oracle
Rest API
Business Challenges Outdated Siebel CRM (Unsupported version) Broken Service, Repair and Entitlement Management processes &
Solutions Operational, Process and Data inconsistencies causing revenue and
efficiency drain Lack of partner/customer portal
Solution• Business Entities – Contact, Account, Cases, Repairs, Entitlements, Agreements, Assets and Knowledge• Repair integration with Repair entities, Manufacturing entities, Oracle asset master and 3rd Party repair tracking company•Case, Collaboration, Service Cloud for partner and customers, self-help portal, entitlement management•Salesforce Chatter implementation•Call center & Telephony Integration•Salesforce Chatter implementation• Data migration from Siebel to Salesforce.com•Integration using informatica between other back office and corporate systems
Repair/RMA Management
Case Management
SALESFORCE SERVICE CLOUD - CRM
SAP
PEOPLESOFT
ORACLE
Service Cloud
RMA Entitlements/ Agreements
Asset Management
ORACLE/ PS
SALESFORCE
MFG
34 1
2Orders
MFG
-Assets/ Shipment/ -Repair/Replacements
Close-loop process
Direct Customer MFGMFG
MFGMFGMissing – Assets
to CRM
Assets – Closed loop approach
Asset Management for Service Cloud
Business Challenges
Broken business process & technical solution Lack of service oriented architecture approach Business silos causing information duplication and stale information track Lack of communication between internal and external systems
Solution• Business Entities – Service, Orders, Manufacturing, Repairs & Shipping• Closed-loop assets approach for service cloud• Centralized and Integration assets (In-stock, Installed and In-repair) tracking• Inventory management system integration• Repair & Manufacturing center integration• Centralized asset management through integrated approach
SALESFORCE CRM – ASSETS/ REPAIR/ RMA
Master Data
PartnerSales Portal User
Employee – Sales Portal User
Corporate Employee/Customer Directory
Identity Provider
Single Sign-on
Sales Portal
• Google Ajax Feed API• Subscribe & Unsubscribe
RSS Feed
• External Training Portal• Learning Center• Certifications
Training Portal
Leads Opportunities
Chatter Content Articles
Training
RSS
Partner Portal implementation for major telecommunication company. To accommodate Leads, Opportunity Management, Deal qualification process, Training/Learning access, Content Management capabilities.• Single Sign-on – Internal identify provider and corporate Customer and Employee Database• Enterprise and External RSS feed for user• Training and certification portal access using SSO… Information exchange between systems to validate the partner accreditation• Leads & Opportunity self-management for partner users.
SALESFORCE – PARTNER PORTAL
Job Order
Opportunity
Placements
Contracts Contra
cts
Account
Candidate
1099 Contractor AgreementJob Science AppExchange App- Inquires, Interviews, Resumes, Placements
Project
Milestone
Task
Time
Expense
Log
Opportunity
Contract
Resource
Project Resourc
e
User
Weekly Expense Project
Card
Weekly Time
Project Card
Project/Activity and Time/Expense Management
Box.com
Docusign
Opportunity
Direct
In-DirectService Provid
er
• 1099• Corp-to-corp• W2• Rest (W2)
• Staffing• Managed• Vendor Ship
FixedNot to ExceedT&M
Managed
• Contract Types
MSAPO
• SOW• Document
Types
Candidate
Account
Placement
Team
Account
Contract Management Custom Application
• Direct Sales Management – Professional Services – Salesforce Sales Cloud
• Recruitment for engagement – External and Internal Resources – Salesforce AppExchange App – Job Science
• Resource Management - Salesforce AppExchange App – Job Science
• Contract Management – Salesforce custom application• Project/Program Management – Salesforce custom application
Sales, hr, recruitment, professional services & contract management
B2B Retail portalLogin
Identity management
Content management
System management
Metrics
•Person, user and company data management •Profiling content per country, restaurant chain, segment and user•Authorization data management•Content creation and publishing•Web offering management•Translations•Solution usage metrics•Performance metrics
Self registration
Mobile Devices
• In-store, On-the-job & Classroom trainings
• Certification programs
• Self-mgmt of learning
• Tracking learners’ scores
• Delivery of e-learning content
• 360 Degree View of Franchise
FranchiseAcademy
Surveys that are integrated to portal UI
Survey creation
Survey delivery
Data gathering
Reporting
Survey
Catalog
Order management
Integraation with POS System
POS material ordering
QlikView Reports:
• Sell-out data (value and volume)
• Chain Traffic
• Basket Analysis
• 360- degree View of Customer
Retail KPIs
News
Events
Newsletters
Downloads
Product info
Marketing material delivery
Retail Comm’s
Sales registrationService CallsTraining, survey etc registrationClaim rewardsLeaders Board Point status
Store Level RewardsGuidelines
Rewards
B2B RETAIL Community
SALESFORCE
Eloqua
Campaigns/ Leads
APIOpportunities
Quotes
SAP
ETL based Message Transfer (Ex: Informatica)
Asset Master - Oracle
Renewals/ Service Requests
REST APIShipping & Delivery –
External SystemRepairs
Outbound Messaging
Repair StatusPeoplesoft CRM
(RMA)View into Peoplesoft CRM using either iframe or SSO
Customer Message – EmailsOrSalesforce to Salesforce
External System
Web Service APIPublish & Subscribe
• Service Oriented flow of application components, Data and User Interactions• Accommodating business process flow• Business Service transition using integrations, single sign-on. API calls, Messaging, Batch integrations, iframe, AJAX
calls.• SOA within Salesforce boundaries• SOA utilizing systems within business solution ecosystem.
SALESFORCE – SOA & INTERFACES/INTEGRATIONS
Salesforce & Integration
Microsoft Great Plains
Ruby on Rails Apps
SAP ERP
RDBMS Systems Integrations
PeopleSoft Apps
Mobile Apps Integrations
Goldmine CRM, Dynamics CRM
Social Networking App Integration
(Linked In, Facebook, Twitter)
Informatica/ Dell Boomi and
Other ETL
Google Apps/ Amazon Web
Services
KAIROS SALESFORCE INTEGRATIONS
Kairos- Salesforce Certifications
62 4218 4415 20
NEXT STEPS
ENGAGEMENT
NDA
DISCOVERY SESSION
PROPOSALS & AGREEMENT
PROJECT PLAN (AGILE OR
WATERFALL)
Salesforce Cloud
Resource Relation management
SSO & Security
Integration
Activity, Communications, Email
conversation
Employee/PS Admin
Alumni Community
Donor Community
Chatter
Employee Community
Student Community
COMMUNITIES & CHATTER
THANK YOU