Innovation iSuperOffice

software utvikling

Research & Development

Business aspects of Product Engineering

What does this mean for CRM?

SuperOffice Vision 2020 and the 4th Industrial Revolution

SuperOffice Roadmap

GDPR Introduction

Content

11:45 How does SuperOffice meet the GDPR requirements

So, what is the vision and strategy for the future?

SuperOffice 1

Pocket CRM

SuperOffice 2

SuperOffice 3 SuperOffice 5

SuperOffice 4 SuperOffice 6

SuperOffice 7

CRM Online

2012

20032002 2004 20122001 2005 2007 20082006 2009 2010 20111991 1992 20001993 1995 19961994 1997 1998 1999 2013 2014 20162015 2017 2018 2019 2020

SuperOffice 8

SuperOffice 7.5 ?

Research & Development

SuperOffice 2020 VisionGROWTH

PRODUCTIVITY

AUTOMATION

TECHNOLOGY

CRM PROCESSES

Marketing

Sales

Service

“ SuperOffice will contribute to customer’s growth by delivering

software for intelligent, targeted and personalized automation.

Focus is CRM and marketing, sales and service processes and the balance between Human & Digital interaction.

1st; water & steam power to mechanize production

2nd; electric power to create mass production

3rd; IT systems to automate production

4th; networks and AI to digitize/robotize production

Speed of innovation Disruptive innovation New eco-systems for production Impact on Governments, Businesses and People

THE 4TH INDUSTRIAL REVOLUTION

Research & Development

What does this mean in

CRM System context?

“ SuperOffice will contribute to customer’s growth by delivering software for intelligent, targeted and

personalized automation.

Focus is CRM and marketing, sales and service processes and the balance between Human

& Digital interaction.

Research & Development

Customer

Relationship

Management

A relation is normally

created between and by humans.

Robots, digitalization, artificialintelligence, machine learning – all aredigital tools that impersonate humans.

We are trying to create digitalrelations.

But how easy is this?

Research & Development

Human interaction

Human vs. Digital interaction in CRM

Processing«Customer

Data»

The SISO principle: Shit In - Shit Out

Data in Data out

Defineprogrammatic

rules

Machine Learningor Advanced

Programmatic rules

Definecriteria and

rules«Big Data»

Human intelligence

Digital interaction

«Artificial intelligence»

SuperOffice CRMERP SystemeShopwww-tracksAny other systemIoT dataProduct usage

Research & Development

Automation/Intelligence Projects in SuperOffice

• Sales Forecast MACHINE LEARNING

• CRM Online usage ADVANCED PRESET RULES

• Customer categorisation 1: PRESET 2: ADVANCED 3: ML

• Chatbot 3RD PARTY TECHNOLOGY

• SAINT (!) ADVANCED PROGRAMMATIC RULES

• Privacy Data Management (GDPR)

• Marketing Automation

The complexity of “calibrating” the digital interaction is obviously a challenge. To SuperOffice and to our Customers.

SuperOffice will make Automation that is easy to define, easy to use and powers both Human & Digital Relations.

Research & Development

Sales & Marketing is changing

Research & Development

⊠

This diversity of systems is obviously a challenge.

To SuperOfficeand to our customers.

SuperOffice will make automation that is

easy to define, easy to use

and powers both Human & Digital interactions.

Research & Development

Product Roadmap

Research & Development

Power the SuperOffice 8 Concept with new product releases

Invitations

Gmail Link

GDPR ComplianceChat

SuperOffice Inbox

Pocket notifications

CRM Automation

Office 365 Mail Link

ERP sync 2.0

CRMScript

REST api

Quote Connector for Online

Messaging & Communication Services

Q3 Q4 ....Q1 Q2

SuperOffice 8.1 Onsite

Research & Development

Research & Development

GDPR hype or not?

Research & Development

«Model Change»

A model–change is the kind of change that totally alters peoples behaviour and perception of what is right.

In the beginning it is considered unlogic or unecessary, but after it is established it seems perfectly natural and the new norm of correct behaviour.

If you not are following the new rules, you are perceived as unwanted, expelled or unprofessional.

GDPR represents such a Model Change.

Prediction

New Customers won’t buy from you if you do not show that you handle personal data with care.

Existing customers will leave you and buy from someone who cares.

Research & Development

GDPR – Core Questions

1. What is GDPR and what is the motivation behind it?

2. What does GDPR mean to your company and your business?

3. What does GDPR mean to your CRM System?

4. What does SuperOffice do to meet this new situation?

A. Makes sure our own company is GDPR Compliant – mother and subsidiaries

B. Ensure all our Agreements are GDPR Compliant og signed with customers, partners and suppliers.

C. Strenghten CRM Online Security – (is already ISO 27001 certified).

D. Develop new versions of our products to support all GDPR requirements (PbD)

E. Establish consultancy to support our customers in building a GDPR Compliant CRM System.

F. Work with Partners to ensure GDPR Compliance in our eco-system

Research & Development

Get compliant!

Approved May 2016

In effect from 25th of May 2018

NSA

Snowden

Google

Facebook

Local laws from the 90’s

EU Commission

GDPRRegulation (EU) 2016/679

Directive 95/46/EC

We have a plan ☺Do you?

GDPR General Data Protection Regulation

Research & Development

Customer

Relationship

Management

Customers are actually People. Relations only exist between people.

Future CRM systems need to have legal, trustbased access to personal data and

digital footprints.

This enables automated, dynamic, personalized communication to improve

your marketing, sales and serviceprocesses.

Research & Development

Connecting the dots in The Big Picture

AutomationDigitalization

RobotsAI/ML

EU & (Br)exits Europe & US

Patriotism

GDPRPrivacySecurity

The SuperOffice response• GDPR Compliance• Security Certificates• CRM Automation • European focus

Research & Development

Privacy in EU – General Data Protection Regulation (GDPR)

Consequences for the way we work with personal data

Consequences for the way we work with security

Consequences for our agreements & documentation

Consequences for our products

Not being compliant has huge business impact!

Being compliant creates new opportunities!

Directive

Official Journal May 2016

Regulation

Explained

Research & Development

Main initiatives in SuperOffice related to GDPR

External Advisors

❖ Application Security:Watchcom Security Group

❖ Information Security:Watchcom Security Group

❖ GDPR CompliancePwC (PricewaterhouseCoopers)

❖ LegalFøyen Torkildsen

• Make sure the SuperOffice company is GDPR Compliant.

• Ensure all our Agreements are GDPR Compliant and the relevant ones signedwith customers, partners and suppliers.

• Strenghten and market CRM Online Security (is already ISO 27001 certified).

• Develop new versions of our products to support all GDPR basedrequirements and Privacy by Design principle.

• Establish services and consultancy to support our customers in building a GDPR Compliant CRM System.

• Work with Partners to make our eco-system GDPR compliant