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Cloud Computing and CRMSalesForce.com
Center of Excellence
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Cloud Computing and CRM Center of Excellence (CoE)
MandateIntegrated CRM Solutions – Successfully implement on-premise, hybrid or Cloud based systems for the seamless automation of core CRM functions and allied business processes
Match industry expectations when deploying these solutions – Salesforce+29% increase in revenues from greater end-to-end pipeline visibility+34% increase in sales team productivity+42% increase in forecast accuracy
Each solution to be directly focused around a benefits-to-business strategy; with recognizable value-add and an assured high degree of user adoption and satisfactionWhy SDG
Client business orientation = higher success rate and adoption ratio
Technology focus = innovation and lower TCO
Thought leadership = best practices
Proven approach = mitigates enterprise risk and failures
Solution investment = drives faster time-to-market
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Cloud Computing and CRM CoE – Operating Model
Client SolutionsGlobal Delivery
Solutions
Global Technology Solutions
Learning and
DevelopmentPMO
Strategy
Process and Methodology
Governance
Metrics and SLA’s
ContinuousImprovement
Solution Framework
Process Harmonization
Release Management
Knowledge Management
Resource Ramp-up and Ramp-down
Tools and Techniques
Communication Framework
Quality Framework
Prototype Building Industry ParticipationSpecialist Recruitment and Training
Go to Market Plan Accreditation ProgramPartnership
Identification and Mgmt
Cloud Computing and CRM
Engagement Model
Solution Research and Development
Competency Development
Knowledge Repository
Service Delivery and Support
SMEs I Architects I Practitioners Thought Leaders I Technologists
Account Managers | Pre-sales | Sales
Marketing
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Cloud Computing and CRM CoE Enablers
Experience Cloud Computing and CRM delivered to a variety of industry verticals Reference implementations across multi-platforms and multi-products End-to-end services and solutions portfolio Business processes and automation Advisory services
Solution architecture and design
Research & Development
Implementation, training and ongoing support services
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Expertise Rapid implementation using AGILE methodology Specialized Advisory and Technology Services
Business processes CRM automation Cloud strategy and computing
Processes and guidelines Greenfield ImplementationsRe-engineering projectsOptimization projectsIntegration projectsMigration projectsSupport and maintenance projects
Ready tools, frameworks and methodologies specific to product - platform
Cloud Computing and CRM CoE Enablers
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• Campaign automation• Lead qualification • Forecast and opportunity• Products and price books• Workflows automation• Partner portals
Sales Cloud
Cloud Computing and CRM Solutions
• Customer service• Solutions database (DB)• Contracts and SLAs • Workflow automation• Call Center • Customer portal
Service Cloud
• Chatter• Content management• Social media integration
Collaboration Cloud
• Feature extensions• Custom applications• Integrations
Custom Cloud
• Mobile integration• Tab integration• Custom applications
Mobility Cloud
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Leading Multinational Healthcare Corporation
ScopePhysicians’ portal implemented to establish an online North-Latin America community. Medical personnel visited the portal to access medical content and to register for attending webinar sessions. All information, content and eLearning hosted by the healthcare company.
Challenges User-friendly and intuitive interface for easy eLearning webinar registration System administration interface for timely day-to-day updates Multi-lingual portal caters to the entire NA-LA physicians audience Multiple email client interfaces for calendar updates WebEx integration Aggressive timeline for ‘Go-Live’
Solution Multilingual support including Spanish, English, Portuguese, and French WebEx API integration to track sessions hosting, participation and attendance durations Cloud based portal a combination of force.com and salesforce.com technologies User-friendly and intuitive search feature for content and webinar information - registration Minimal need for technical resources for portal support and maintenance Readily available reports, charts and dashboards
Case Study : Physicians Portal
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Leading Multinational Healthcare Corporation
Benefits Effective sharing platform for Baxter news, literature resources and upcoming sessions Dynamic and rapid features for portal content management Latin America and Canada physician contact database Automated registration reminders for upcoming sessions Wider audience with automated multilingual interfaces Seamless integration with Baxter corporate website Access to webinar archives
Case Study : Physicians Portal
THANK YOU
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For more information, please contact:Rafat Khan
Cloud and CRM Practice Leader+91 882 622 2466
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