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Transcript of Kimberly-Clark: Challenging the Customer Engagement Status-Quo with an iPad, Grant Davies and Kim...
D i g i t a l E x p e r i e n c e P i o n e e r s
W W W . B L U E T U B E I N C . C O M
Evolve 2013
Challenging the Customer Engagement Status Quo
D i g i t a l E x p e r i e n c e P i o n e e r s
INTRODUCTIONS
Grant Davies – Bluetube
Kim MacDougall – Kimberly Clark
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 4
Who is About Bluetube
• Established in 1999, Music for Cartoon Network
• Award Winning Tablet, Mobile, Consulting & Web Digital Agency.
• Referral Based • Passion is the center of our business
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 5
Awards
• 2012 WebAward Best Biotech Website Kimberly Clark - Product Selector
• 2012 WebAward Outstanding Non Profit Website HIGH Museum - MOMA Microsite
• 2012 Mobile WebAward Best Non Profit App Wynsum Arts - i.AM Search
• 2011 WebAward Best Arts Website HIGH Museum
• 2011 WebAward Outstanding Non Profit Website Dad's Garage Theatre Company
• 2010 Addy Best Of Show Cheerwine - Microsite
• 2010 Addy Gold Cheerwine - Microsite
• 2007 IMA Best Music Website Atlanta Symphony Orchestra
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 6
Who we work with Clients
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 7
Kim MacDougall Senior Capability
Development Manager
Introduction
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 8
Who is About Kimberly Clark
• Founded in 1870 • Global Company • Consumer and Professional Products • 20 Billion in Net Sales 2012 • 137 on Fortune 500 list • Leader in Sustainability & Innovation
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 9
Safety and Scientific Products
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 10
Industries Our Customers
• Automotive • Aerospace / Aviation • Metal Manufacturing • Petroleum / Energy • Pharmaceutical • Semi Conductor
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 11
Before Manual Process
• Sales reps meet client • Tour the client site • Observe the products used • Follow up with proposal • Web based “product selector”
for guidance.
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 12
Issues Manual Process
• Poor account penetration • Not selling entire product line • Not adding value to customer relationship • Unsophisticated presentation • No Uniformity of approach • Duplicate Labor
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 13
HAZARD ASSESSMENT APP
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 14
The PLAN
There HAS to be a better way
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 15
Business The Brief
• Rich, Creative Presentation • Elevate Customer Engagement • Automate The Process • Empower the sales Reps • Immediate Proposal • Integration with Business Systems
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 16
Technical The Brief
• Content from Sitecore • Integrate with SalesForce.com CRM • Use Offline & Google Analytics • Sync when “on wifi” • Provide “simple” administration • Future non iOS versions
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 17
Technical Continued The Brief
• Distribute via Apps @ Work • Secured via SFdC • Updated Via Sitecore & SFdC • Business / Marketers Update via
Sitecore • New Products & Media Quarterly
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 18
THE PROCESS
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 19
Sales Process What does it ?
• Visit the customers site • Perform a “hazard walk” • Capture Customer needs • Guided Product Selection • Produce a “proposal” PDF • SFDC for closing opportunities
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 20
Proposal Generation
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 21
DEMO
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 22
Chemicals!
DOMAIN KNOWLEDGE
I know what Garment, Or Glove will protect you from Ammonia… I may never be the same..
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 23
Sales Reps love it The Result
• Fast and easy to use • Reduces their workload • Speak Confidently and consistently • Provide a “polished” Proposal • Increase Closure Rate • Increase customer satisfaction
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 24
Existing Tools www.kcproductSelector.com
• C# based Sitecore Server application • Flex based UI • Like “buying a TV” • Escape the dry / survey style
product selection • Solid Server platform to build off. • Award winning didn’t hurt J
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 25
INVOLVE THE USER PROCESS
• mockflow & FLUID UI • HUNDREDS of hours on UX • 10 ALPHA RELEASES • 5 BETA RELEASES to SELECT GROUP • 3 PRODUCTION RELEASES
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 26
iPad App Platforms Under The Hood
• Xamarin.IOS • Sitecore Content Management System • Sales Force CRM • TestFlight for Beta Testers
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 27
Why Xamarin ? Under The Hood
• Bluetube is a Xamarin Premiere Consulting Partner
• Trust the platform • Continuous Innovation • Stability / C# language support • Clear Leadership
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 28
Why Sitecore Frameworks
• Manage • Questions & Answers • Video & PDF
• Bluetube mobile packager creates ‘zip’
• Bluetube Unpackager creates local SQL DB
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 29
QUESTIONS Sitecore Data
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 30
HAZARDS Sitecore Data
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 31
PRODUCTS Sitecore Data
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 32
SFdC SalesForce.com ( SFdC)
• Pull Clients, Contacts, Opportunities • Pull custom objects – Area • Push new items and proposals
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 33
SFdC App Flow
• Kimberly Clark Authentication provider
• Bluetube binding to NATIVE LIBRARY for the REST VERSION
• Authentication framework • Synchronization
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 34
Frameworks Under The Hood
• Service Stack Framework • REST SHARP • SQLite-net • Salesforce Mobile SDK • LibZipArchive • Tiny IOC & Tiny Messenger
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 35
Service Stack Frameworks
• Speed • Simplicity • Model Driven • Supports all protocols • Same classes on App and Server* • No Code Gen
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 36
Service Stack Continued Frameworks
• Strongly Typed DTO’s • Fast JSON Deserialization • Caching Providers built in • Serializes C# Exceptions • Examples : http://bit.ly/YxYc1b
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 37
SQLite-net Frameworks
• Lightweight ORM for native SQL. • Works with “your” model • Simple Crud operations • http://bit.ly/16aThFz
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 38
Code Example SQLite.net
Gets all the areas on a opportunity : !public List<Area> GetOpportunityAreas (Opportunity opportunity)!{!var list = Connection.Table<Area> (!
! ! !a => a.OpportunityId == opportunity.Id).ToList(); ! !!!
return list;!}!!
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 39
Adding an item SQLite.net
public class Area : SalesforceObject!{!
![Indexed]!!public string OpportunityId { get; set; }!
}!!Connection.Insert(area);!!!!
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 40
Other Frameworks Frameworks
• LibzipArchive • Native Zipping/Unzipping – Bluetube
created monotouch binding. • TinyIOC
• Injection/IOC container • TinyMessenger
• Event Aggregator
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 41
LIBZIP ARCHIVE
string zipCurrentPdf ()!{!var tempPDFFile = Path.Combine (AppPaths.GetOutputDocsPath (), AppPaths.TempPDFName);!var tempZipFile = Path.Combine (AppPaths.GetOutputDocsPath (), AppPaths.TempZipName);! !
NSError error;!pdfData.Save (tempPDFFile, NSDataWritingOptions.FileProtectionNone, out error);! !var zipFile = new LibZipArchive.ZipArchive ();!zipFile.CreateZipFile2 (tempZipFile);!zipFile.AddFile (tempPDFFile, pdfName);!
zipFile.CloseZipFile2 ();!return tempZipFile;!}!
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 42
TINY IOC
Bootstrap : var container = TinyIoCContainer.Current;!container.AutoRegister(new Assembly[]!
!{ !! !Assembly.GetExecutingAssembly() !!});!
!IN a class : Class SomeClass {![Inject]!public SalesforceProxy SalesforceProxy { get; set; }!}!
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 43
TIPS TINY IOC
• Using BuildUp (this) IN CONSTRUCTOR
• NEEDED WHEN STORY BOARDING
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 44
TINY MESSENGER
Subscribe :!TinyMessengerHub.Subscribe<NavigationMessage>(HandleNavigation);!!
void HandleNavigation (NavigationMessage msg)!{!
!NavMessageReceived(msg);!}!!Publish : protected override void ItemSelected (object sender, TypedRowEventArgs<MasterItem> e){!
!messageHub.publish(!! ! !New NavigationMessage(this, NavigationType.Selection, e.Item));}!
!!!
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 45
PDF Generation Output Document /Proposal
• Bluetube Library • Native Core Graphics and Core
Text • May release this as a module
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 46
What went well THE GOOD
• Overall Platform Stability • Native look/feel and performance • Event system • Frameworks saved thousands of
dollars • Reuse of code from ProductSelector
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 47
What was challenging THE OK
• Beta App updates • Customizing UI • iOS MVC/Development platform • Retaining device Data • Re-signing app for KC app store • Testflight API – BLUETUBE BINDING • MEMORY USE DURING SYNC
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 48
What was challenging THE OK
• MDM’s like mobile iron • Apperian looks very promising
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 49
Whats next BEGINNING OF THE PLATFORM
• Feature requests from Sales Reps • MULTI LINGUAL
DIGITAL EXPERIENCE PIONEERS WWW.BLUETUBEINC.COM 50
More Info Links
• Slides Available SOON at : • http://bit.ly/14wlTfu
• More Info : • ww.bluetubeinc.com