Creating a Mobile Strategy

Creating a Mobile Strategy Laura Fay – AppExchange Mobile, salesforce.com Leahanne Merritt - PHH Arval Kevin Hall - Standard & Poor’s Sheryl Kingston - Yankee Group Track: Sales Operations

Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]

KEVIN HALL STANDARD & POOR’S LEAHANNE MERRITT PHH Arval SHERYL KINGSTONE YANKEE GROUP Featured Speakers

Business Web Users Are Increasingly Mobile ,[object Object],[object Object],[object Object],[object Object],[object Object],Nearly 2/3 of the US workforce will be mobile in 2008 25% of the global workforce will be mobile by 2009 IDC Corporation Source: Worldwide Mobile Worker Population Forecast and Analysis 2005-2009 (IDC #34124)

The Case for Mobile ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Mobile Users Management ,[object Object],[object Object],[object Object],[object Object]

Key Considerations ,[object Object],[object Object],Sales Industry Executives IT Admin Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Methods for Mobile Deployments Value Pilot programs ,[object Object],[object Object],[object Object],Education ,[object Object],Phased approach ,[object Object],Success measurements Engaging the stakeholders ,[object Object],Configuration Mobile Admin Key Business Process Expert IT Contact Project Team Approaches to Consider

Leahanne Merritt Manager, CRM PHH Arval, a PHH Corporation Company [email_address]

PHH Arval ,[object Object],[object Object],[object Object],[object Object],INDUSTRY: Transportation EMPLOYEES: 1,300 GEOGRAPHY: International PRODUCT(S) USED: Unlimited Edition, AppExchange Mobile, 20 Custom Tabs # USERS: 310; Live for 2.5 years; 90% adoption rate in 1 st 90 days

Creating a Mobile Strategy – The Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Creating a Mobile Strategy – The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Creating a Mobile Strategy – Key Findings ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Creating a Mobile Strategy – Recommendation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Kevin M. Hall Director, Client Information Systems [email_address]

Company Introduction Template ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Financial Services EMPLOYEES: 7,500 GEOGRAPHY: Global PRODUCT(S) USED: Sales - LIVE, Marketing & Service - Yr End 2006 # USERS: 450 – Today 750 – Yr End

Standard & Poor’s Approach ,[object Object],[object Object],[object Object]

Implementing a Mobile Strategy – The Challenges & Solutions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS

Data Integration Hub Creation Implementation Timeline BAU, Mini Projects & Enhancements Sales Project 2005 2006 Data Integration Hub Enhancements Mktg Project – Phase I Mktg Project – Phase II Client Services Project Mobile – P1 Mobile – P2 Mobile – P3 Jan - Jun Jul - Dec Jan - Jun Jul - Dec

Implementing a Mobile Strategy – Recommendation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Sheryl Kingstone Director [email_address]

Customer Centricity ,[object Object]

Top 2006 Sales Executive Objectives

The Ultimate Goal Is Sales Velocity ,[object Object],Efficiency Effectiveness Sales Process Measurable Results

Bottom Line Requirements for Mobile Service Delivery ,[object Object],[object Object],[object Object],[object Object],[object Object]

Real-time requirements during the sales process Beyond Email Pre-sales Funnel Management Plan Lead Qualify Real-time Requirements Lead Acceptance, Location-Based Services Prospect History Accounts, Contacts, Email, Calendar, Tasks, To Do’s, SMS Messaging (Mobile Office) Execution Present Face to Face Propose Real-time Requirements Data interactivity to other corporate systems (Pricing, Order, inventory), Collaboration, Case access, Automated call logging to CRM/SFA Inventory/Pricing Order Entry Post Sales Accounts Receivable Product Delivery Order Status Real-time Requirements Account Management Cross Sell Account History Real-time Requirements Guidance, Cross Sell Open Cases

Business Case for Mobility Will Evolve, but Need To Shift Purchase Decisions Technology and Process Alignment Business Value Expectations Reduce Costs Improve Operational Efficiency Integrate Disparate Functional Systems Enhance Customer Loyalty Provide Differentiated Customer Service Streamline Service Delivery Capabilities Increase Revenues Launch New Services to Attract New Customers Leverage Up-Sell / Cross-Sell Opportunities Realized SFA Value Low User Adoption Misplaced Expectations Decisions To Implement Mobile SFA Today Decisions To Implement Mobile SFA in The Future

Creating the Case Day in the Life Potential Improvement KPI Sales Preparation Reduce daily preparation time to spend more time in territory Reduce Administration Sales Administration Average number of hours to respond to customer requests/Sales Inquiries Field Force Response Time Travel Time Assume no improvement N/A Other Administration Reduce daily general admin time to spend more time in territory Reduce Sales Cycle Waiting Reduce dead time to include more productive tasks Reduce Administration Selling Improve sales call/potential add call/increase knowledge for customer upsell Increase Win Rate Stakeholder Customer Experience Increase sales volumes through better customer satisfaction and retention. Increase Contract Value Sales Experience Increase User Adoption and Improve Sales Effectiveness Increase Profitability Management Experience Increase Visibility to Sales Management Increase Revenue

Simplicity Solutions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Real Integration ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Shared Processes and Insight ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Formulating a Process Toward Mobility ,[object Object],[object Object],[object Object]

Enterprise Mobility Stumbling Blocks ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: The Yankee Group 2006 Transatlantic Wireless Business Survey – U.S. Large Businesses

KEVIN HALL STANDARD & POOR’S LEAHANNE MERRITT PHH CORPORATION SHERYL KINGSTONE YANKEE GROUP LAURA FAY VP PRODUCT MANAGEMENT APPEXCHANGE MOBILE Panel Moderated By:

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Creating a Mobile Strategy

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Creating a Mobile Strategy