utility digital transformation: your roadmap to...
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Utility Digital Transformation: Your Roadmap to Success Salesforce Industries: Digital Transformation ReadinessNovember, 2020
Vice PresidentDigital Transformation & StrategySalesforce Industries
Frank A Palase
1. Drivers for Digital Transformation2. Change your mindset to unlock business
value3. What we mean by Digital Readiness
Agenda
Frank PalaseVP Digital Transformation & Strategy
Salesforce [email protected]
Digital transformation strategist for Communications and Media industry
Skills
Employer
Vlocity/Salesforce2017
ATT2015
DIRECTV1995
DEC1990
USAF1985
Applying Design Thinking to create Digital Omni-Channel experience.
Decision Support Models for NBA
Agile Methodologies
Cloud Computing
Software Development & SLDC
Experience
Frank Palase has over 30 years of experience in the Telco/Media/Engineering landscape. He is a proven thought leader who delivers competitive advantage by leading companies through Digital Transformations. As an engineer, he has a deep understanding of technology. Combining his strategic business and engineering acumen, he has helped companies build meaningful solutions to unleash innovation. Recently, Frank has joined Vlocity as their Chief Digital Transformation Officer in the Media, Communications and Energy sectors. He will use his years of experience to help lead Vlocity’s customers through a successful digital transformation! Frank has worked with Telstra, and Telecom Argentina on transformational efforts since joining Vlocity. He has also started working with VZ and ATT to move them forward on their Digital Transformation journey.
Frank has held Senior Vice President positions at DIRECTV and ATT. He has led many successful efforts to drive transformational change to achieve strategic objectives. Frank believes in modifying and developing paradigms for Business and IT to become more agile in creating Omni-Channel experiences. Over his career, he has had many significant achievements building sales acquisition capability, CRM support environments, decision support models for next best action, SAAS and PAAS platforms and building modern integration environments. The CRM efforts include successful implementations of a 30,000 agent Siebel and a 46,000 agent Salesforce capability. Frank holds 2 patents and is the winner of the TRACE3 OUTLIER award for 2015.
Frank has also worked at Digital Equipment Corporation as a software engineer developing systems and network design for near real-time processing in the defence industry. Frank has also served as an officer in the United States Air Force for five years at Edwards Air Force Base supporting operational flight-testing.
Frank received his juris doctorate from Southwestern University School of Law and his bachelor’s degree in Electrical Engineering from New York University Polytechnic. He is also a registered patent agent. 3
Drivers for Digital Transformation
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The Need to Accelerate Time To Value
$1 Trillion Global Economic Profit Redistribution by 2025
Digital Transformation – To the Speediest Go the Spoils!McKinsey’s “Head of the Pack Get the Rewards” S-curve Model
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V IIIIIIIV
Bottom(20%)
AVG: -670m/Year
Middle(60%)
AVG: $47m/Year
Top(20%)
AVG: $1,428m/Year
90% GlobalEconomic Profit
Source: McKinsey Strategy Practice (Beating the Odds model v.18.3) and Corporate Performance AnalyticsCompanies above $10b and below $10b not shown for scaling purposes
Redistribution VariablesSimplicity Agility Value
Strategic M&A and PartnershipMcKinsey - “Introducing The Next Generation Operating Model”
Which energy industry challenges are YOU facing?
Delivery of quality customer experience impacts Rate Case discussions with Regulators. Adapting to new regulations and energy models requires business and system agility
Complexity of household and business relationships, customer expectations, and
device, data, and partner interactions generating increasingly complex service
relationships
Inability to provide agents and other customer facing and management roles with a complete 360 Customer view due to poorly integrated systems
Increasing costs to serve the customer base for myriad Billing, Meter, Service,
and Outage Cases
Challenges in managing volumes of data to generate insights. High cost of training care agents
Rising Costs to Serve
Rising Complexity of Services and Customer needs
Changing Regulations & Compliance
Poorly Integrated Systems
Difficulty in making the right decision at the right time
Vlocity Deploys Faster, Accelerating Time To Value
Source: Utility Dive Report: How Seamless Engagement Can Bridge Silos and Drive Utility Customer Value, 2020.
Vlocity Deploys Faster, Accelerating Time To Value
Source: Utility Dive Report: How Seamless Engagement Can Bridge Silos and Drive Utility Customer Value, 2020.
Digital Imperative: Moving Faster than Ever Before
Making Digital Decisions
Importance of Digital Apps
Support for Digital Employees
The Digital Customer
Shift to Digital Channels
Rise of DigitalCommunication
Growth of Digital Communities
The Energy Revolution brings offerings beyond the commodity
Electric Vehicles
StorageSolar Panels
Electric Scooters Energy Efficiency
Connected Home
Change your mindset to unlock business value
Salesforce Industries
Introducing Utilities Innovation
OmniChannel Sales Streamline sales for single and multi-site accounts optimized to protect margin
Field Service ManagementOptimize dispatch, resource scheduling with
intelligent guidance and collaboration
OmniChannel Service Deliver guided digital service transactions integrated
in the contact center and online
Achieve Rapid Transformation while Safeguarding Trusted Customer Relationships
From legacy to cloud in 1/4 the time
reduction in integration effort>65%
Order and EnrollmentAutomate and orchestrate management of the
enrollment and service delivery lifecycle
Products, Offers, and QuotesConfigure personalized offers and quotes for commodity and non-commodity services from a unified catalog
Contract ManagementSpeed contract creation and regulatory compliance with a unified clause library
Salesforce for Utilities Means Connected Service All on One Platform
Digital Customer Engagement Across Channels
Intelligent Field Service
Unified Customer Service Customer and Asset 360 views,
from digital to contact center to the field
Simplify
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Digital Readiness
Digital Platform unlocks Value of a Digital Transformation
Simplification
Value
Efficiency Agility
Re-imagine your
Business
Energy & UtilityCloud
Product
Transformation & Speed relies on an capabilities provided by the Energy & Utility Cloud platform
Solution is built based on standard features, and arbitrations can authorize customizations, but always within a goal to promote out-of-the box features
Solution benefits from Industry best practices contained in the product
Stick to Cloud capabilities
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● Objective is not to reproduce existing processes, however to deploy new processes taking benefit of the product processes and features
● This approach involves accepting changing the way you work, and simplify to drive agility and operational efficiency
Energy & Utility Cloud
Clear mapping of Value/Capability/ KPIs
Digital Transformation Plan
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The model
● UX & Business Capability mapping to the Energy & Utilities Cloud
● Use Salesforce for Energy & Utilities out of the box to meet business objectives
WAVE Plan leverages value drivers as an influencer to the sequencingVALUE
DRIVER TREE
CUSTOMER VALUE PROPOSITION
SERVICE BLUEPRINT
How aligned are your processes to your end game?
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Map UX/Business Process to the Energy & Utility Cloud
Business Processes Selling rules Products & Services Systems to interfacePricing Rules
OM workflows Selling features Products & Services rules Lists of flowsCommercial offers
UX & CX Promotions & discount
Bulk processes
Process Bulk / Massive processesInterfacesPricing RulesProduct CatalogSelling capabilities
Barriers to success that can cause failure
Digital Transformation Program Risks
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Digital Transformation Planning Governance Planning Culture & Skills Hybrid/Scaled Agile
Lack of Clear Structure & Plan
Legacy Systems & Siloed Data
Culture Resistant to Change
Business and IT are Not Aligned or Committed
Talent & Skills Gap
Questionable Ability to Execute
Transformation
DIGITAL FOUNDATION: People + Process + Culture + Tech
What we mean by Digital Readiness
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Digital Readiness Workshop – The Value PropositionTackling Digital Transformation - Staying Ahead of the Disruption Curve.
10% 28% 60%
Digital Leader
Digital InnovatorLimited Innovation
Digital Readiness
Culture
Executive Leadership
Organization & Execution
Digital TransformationModels
Product
CIS complexity
Customer Experience
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● Pulse of the organization ● Connect IT & Business Stakeholders● Digital strategy approach
Benefits
Workshop
Digital Transformation – Is your organization ready?Use the Digital Transformation Readiness Matrix to Evaluate Your Company’s Readiness
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CulturalTransformation
Architectural Strategy/Target
Organizational Structure
Program Leadership
Executive Involvement
Simplicity Agility Value
Legacy Thinking Conflictive Thinking Digital Thinking
IT Leads Collaboration with Business
IT/BusinessCompete For Lead Role
Business Leads Collaboration with IT
Unified UI Phased System Consolidation Digital Platform Migration
Legacy Dedicated Net New
Budget Approval Sponsorship Ownership
Leadership + Organization + Technology
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Customer Care Organization
Contract Administration
Product Directors (Modelling and Launch of New Services)
Sales Operation (Promotions, NBO, Quoting and Ordering Processes)
Marketing, Customer Segments, Churn Analysis and Product Analytics
IT Organization Supporting Front and Back Office Operations
The best workshops are cross-functionalKey Business and IT Participants
Explore and Rate the Complexity of Your Environment
Asset Management
Field Service
AMI Data
Customer Information System (CIS)
Billing Data
Outage Management System
Q&A - Learn More
Digital Readiness Workshops with industry experts
Register for a Free Digital Workshop
Contact Information:
Vice PresidentDigital Transformation & StrategySalesforce IndustriesEmail: [email protected]
Frank A Palase
