CLOUD FIRST APPLICATIONS - Carahsoft the Cloud First Applications ... TRANSFORMATION AT SPEED. ......

INSPIRING NEW BEHAVIORS:

Raj WickramasingManaging DirectorApril 6, 2017

CLOUDFIRSTAPPLICATIONS

“BY 2020, A CORPORATE ‘NO-CLOUD’ POLICY WILL BE AS RARE AS A ‘NO-INTERNET’POLICY IS TODAY.”– GARTNER, INC.

Copyright 2017 Accenture. All rights reserved.

http://www.gartner.com/newsroom/id/3354117

Copyright © 2016 Accenture All rights reserved. 3

Companies leading in the changing digital landscape harness the power of placing Cloud First.

CLOUD IS THE CATALYST OF DIGITAL TRANSFORMATION


SEIZE THE CLOUD APPLICATIONS ADVANTAGE

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Multitenancy Ecosystem InnovationDrive transformative change with the innovation that is at the center of cloud ecosystems.


HARNESS THE ECOSYSTEM TO UNLOCK VALUE AT EACH STAGE OF THE CLOUD JOURNEY AND DRIVE INNOVATION AT SCALE

Copyright 2017 Accenture. All rights reserved. 5

Accelerate higher value

Realize your desired end-state

Achieve digital transformation

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EMBED INNOVATION AS A SERVICE

CHALLENGE THE STATUS QUO


REALIZE THE POTENTIAL

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Institutionalize the Cloud First Applications Operating Model of the Future

Interim andEnd-State

Architecture

Value Creation Office

Continuous Delivery Engine

Continuously embedding instrumentation and enhanced automation

Addressing the growth and incremental value points along the adoption journey

Stimulating business value and ROI while channeling

further growth and innovationCopyright 2017 Accenture. All rights reserved.

POWERING THE TWO-SPEED CONSUMPTION BALANCE

Use the Cloud First Applications approach to realize quick, tactical benefits while staying focused on long-term transformative goals.

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Advise & Execute at Speed

Scale

Integrate

Enhance & Operate

Value

Business As Usual

Function Optimization

Business Optimization

Enterprise Transformation

Accelerating Time to Value


DRIVING INNOVATION AT SCALE

Speed

ROI

ExperienceElasticity

Growth

Agility

Efficiency

Automated business processes on single platform

Innovative end-to-end supply chain risk management solution for 20 risk categories

CRM solution adoption rate 70% and boosts cross-selling by 20%

More effective, efficient employee lifecycle management deployed to 10,000 employees in 10 countries in 14 months

Streamlined sales process across 11 business partners in 7 weeks

“Next-best-Action” system retains 6% of most valuable customers

9Copyright 2017 Accenture. All rights reserved.

End-user experience modernization and business consolidation.

Consolidate and optimize multiple vertical business functions to position enterprise for rapid growth.

MODERNIZING USER EXPERIENCEThe State of Ohio is focused on creating a consolidated hub for business activities in the State. The Gateway Modernization Project will encourage a focus on the end-user experience, while providing the flexibility to serve State agency partners in a more efficient way and support the following objectives:

Implement a clear customer journey for starting, managing, and growing a business;

Establish a unified front-end Gateway Modernization Project experience across agencies and partners;

Decrease the amount of time business users spend on compliance with the State;

Extend value-additive tools and information to businesses operating in the State; and

Create an adaptable and scalable platform that integrates with differentiated back-end systems.


Solution OverviewTransformed the Contact Center from today’s Call Management environment from a process that relies on the phone system, to a richer Case Management environment leveraging Salesforce’s tools to improve service levels. Implemented a flexible Case Management framework so the RMV can migrate additional processes to automated solutions over time. Enabled a substantially improved customer experience when interacting with the RMV call center.

Business ChallengeThe legacy RMV contact center processes were highly manual and labor intensive. The RMV wished to leverage Service Cloud workflow and case management to increase customer focused communication and provide alternative service channels, call tracking and reporting.

Business SolutionUtilizing a Scrum/Agile methodology to accelerate the project and to improve the understanding and quality of the implementation, Accenture delivered the following functionality to DOT/RMV

• Contact Center Console with Case Management & Workflow• Custom Searches• Core setup for Account and Contacts• Activity and Task Management• Add Notes and Attachments to a case• Enabling “Email to Case” • Configure AppExchange product to allow Salesforce to receive and

store inbound faxes• Report and Dashboard functionality• Integration with ALARS (existing license and registration renewal

mainframe system)• Email Integration

TRANSFORMATION AT SPEED


POSITIONING FOR GROWTHIN GLOBAL ENERGYCompany OverviewAn American multinational energy company 14,000 employees worldwide and is active in more than 65 countries.

How Accenture HelpedAccenture architected an end-to-end solution to extend the client Salesforce platform to include enhancements to Sales Cloud and deploy full Service Cloud capabilities including core Case Management, Knowledge, Chatter, Customer Survey and Cloud Based CTI. Additionally, the Force.com platform is being leveraged to develop components for capturing and maintaining branded station site setup and communications equipment billing information to support payment services. Technical architecture includes integration patterns with SAP ECC, SharePoint and various AppExchange products.

Business Objectives, Challenges and DriversThe client Customer Service operations groups have been utilizing multiple support systems including Remedy and custom in-house solutions. This has fragmented their view of customer data and does not allow for collaboration with the Sales organization.

Benefits• Accenture Tools and Assets: The team is leveraging the

Accenture SaaS Delivery Toolkit modified to adopt Agile practices with user stories, 2-4 week sprints and 3 major releases. This includes integration with the client internal tool, Rally.

• Consolidated Systems: Complete data migration from Remedy and custom in-house systems to a single Salesforce instance with improved customer data.

• Simplification: The combination of the Salesforce user interface, navigation and single platform has simplified the overall customer service end user experience.

• Improved Customer Service: Faster call time resolution, inside sales collaboration, and multi-channel support (web, email, chat, phone).


EMPLOYEE COMMUNITY INHEALTHCAREClient ProfileA fast growing not for profit health system in Northern California. They have more than 100 hospitals and is aggressively expanding in CA.

Delivering High Performance from Issue to OutcomeSituationThe client had various internal support centers and employees would have to call different places to get their issues resolved. ComplicationSupport agents were operating in different systems and had Tier 1 agents had no visibility on existing cases. There was no self service tool available for employees to get their answers for simple issues.Solution Enable Community for 48,000+ employees to leverage existing knowledge management and flows capabilities offered within salesforce.com.

Approach• Employ Accenture's Value Delivery methodology to gather the requirements for 7 different lines of departments and implement in one platform.

• Utilize Salesforce.com’s Communities application to quickly provide a online full self-service functions on the Force.com platform utilizing the Knowledge Management capability for self-service.

• Enable out of the box flows functionality so the end users can narrow down on the topics of interest and find their answers without picking up the call and calling customer service.

The Breakthrough targets• Increased efficiency in self-service assistance for employees.• Reduced support agent time spent on answering simple questions thereby increasing productivity.

• Quickly implemented communities within 2 months.


ACCENTURE IN TEXAS

14Copyright 2017 Accenture. All rights reserved.

Delivering high performance to Texas businesses, government and nonprofits

• Office of Attorney General• Texas Comptroller of PublicAccounts• Texas Department of Family and

Public Service• TexasDepartment of Transportation• Texas Health and Human Services

• EmployeesRetirement System of Texas• Public Utility Commission ofTexas• Railroad Commission of Texas• Texas A&M University• Texas Department of Agriculture• Texas Department of CriminalJustice

• Texas Department of Housing and Community Affairs

• Texas Department of InformationResources

• Texas Department of Insurance• Texas Department of Licensing

andRegulation• Texas Education Agency

• Texas General Land Office• Texas Health Services Authority• Texas Tech University• Texas Workforce Commission• The University of Houston• The University of North Texas• The University of Texas

• American Corporate Partners• AustinFree-Net• Back on my Feet• Dress for Success• Genesys Works• Houston Minority Supplier

Development Council (HMSDC)

• Houston Technology Center• Institute for Veterans and

MilitaryFamilies• JuniorAchievement• Knowledge Is Power Program

(KIPP)• My Possibilities• NPOWER

• Texas Advocacy Project Black and WhiteBall

• Texas Venture Labs• United Service

Organizations (USO)• United Way• YMCA Youth in Government

AUSTIN2,030 people Key client base:Large organizations, such as state government agencies, higher education, health organizations, and nonprofits

DALLAS1,850 people Key client base:Many of the area’s largest companies within telecommunications,and financial, consumer and aviationservices

HOUSTON2,030 people Key client base:Many of the area’s largest companies, including those in the chemical, oil, gas, and energy sectors

SAN ANTONIO1,433 people Key client base:Our San Antonio Delivery Centers serve client business process and system development needs for our Federal government and worldwide

OUR PUBLIC SERVICE CLIENTS

OUR KEY COMMUNITY PARTNERS

San Antonio

Dallas

HoustonAustin

OUR PEOPLEAccenture has over 7,000 people who live and work throughout the State of Texas.

OUR CLIENTSOver 20 public service clients served.

OUR COMMUNITIESAcross our four key Texas cities, our peoplecontribute tens of thousands of hours tocommunity service annually.

#1 Alliance Partner

Up to 55,000 hours of Salesforce training annually

enterprise Salesforce projects across 1,100+ different clients for all market sectors

1400+

Accenture drives Salesforce’s largest transformational projects – leading

6 out of 10of their largest implementations for 2017

Armed with 40+ Industry & Functional solutions and dozens of Intelligent Tools and Accelerators

10,500+skilled professionals

3,700 certified – triple any competitor (as of Mar 30, 2016)

Leading 6 of 10 largest Service Cloud implementations

Named the Salesforce leader by analysts Forrester, IDC, HfS and CapioIT

17 Fullforce Industry Solutions12 Master Certifications

Leader with 18 certified technical architects

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20% of total outside of Salesforce

Master Certified in Financial Services, Media, Healthcare, Retail, Public Sector and Automotive

4 Time Partner Innovation Award Winner

9.4 Customer Satisfaction

Master Certified in Sales, Service, App Marketing, Analytics & Community Clouds

SALESFORCE


CLOUD FIRST APPLICATIONS - Carahsoft the Cloud First Applications ... TRANSFORMATION AT SPEED. ......

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