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How Schneider Electric Transformed Front-office Operations With Real-time Data Delivered With Informatica Cloud

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Many of the world’s corporations use Salesforce.com to drive their front office, and while most experience success others encounter roadblocks and difficulties as their Salesforce footprint grows. Countless customers suffer from a lack of up-to-date information which impedes business progress and stifles end-user productivity.

This presentation describes how Schneider Electric SE, a multinational corporation that specializes in electricity distribution, automation management and components product for energy management, used Informatica Cloud to improve the operational efficiency of their Salesforce.com front-office.

It also details how Schneider Electric was able to make key data readily available to Sales teams in real-time, on the right device, to ensure the success of a highly visible front-office integration initiative.

To watch this presentation visit : http://youtu.be/kU2A1xMvaI8

For a 30 day free trial of Informatica Cloud visit:
http://www.informaticacloud.com/trial

Publicado en: Tecnología
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How Schneider Electric Transformed Front-office Operations With Real-time Data Delivered With Informatica Cloud

  1. 1. Cloud Application Integration How Schneider Electric Transformed Front-office Operations With Real Time Processes and Data
  2. 2. Clive Bearman Director Marketing, Informatica Cloud Mark Nardella Global Director, CR Sales Process Schneider Electric
  3. 3. Agenda • Informatica Cloud Introduction • Informatica Cloud Application Integration • Use Case - Schneider Electric • Q&A • Next Steps
  4. 4. #1 Cloud Integration and Data Management Solution 70B+ Processing over seventy BILLION transactions/month 2500+ Trusted by over 2500 customers The broadest range of universal connectivity Only vendor with offerings in every sub category of “IT & Administration” and award winner for 5 years Used by more tier-1 consulting partners
  5. 5. Informatica Cloud Platform and Products Cloud Data Integration Cloud Application Integration Cloud Test Data Management Cloud Data Quality Cloud Master Data Management Sandbox Management Leverage Existing Bulk Data Cleanse and De-dupe Data Consolidate and Visualize Data Real Time Access to Actionable Data “The Informatica Cloud Platform is the only complete solution for cloud integration and data management that allows SaaS application administrators, architects, and developers to easily power optimal processes connected with enterprise-ready data across cloud, on-premises, big data, social, and mobile environments.”
  6. 6. Informatica Cloud Platform and Products Cloud Data Integration Cloud Application Integration Cloud Test Data Management Cloud Data Quality Cloud Master Data Management Sandbox Management Leverage Existing Bulk Data Cleanse and De-dupe Data Consolidate and Visualize Data Real Time Access to Actionable Data “The Informatica Cloud Platform is the only complete solution for cloud integration and data management that allows SaaS application administrators, architects, and developers to easily power optimal processes connected with enterprise-ready data across cloud, on-premises, big data, social, and mobile environments.”
  7. 7. Informatica Cloud Application Integration • What is it? • A component of the Informatica Cloud platform that helps you develop, integrate and deploy cloud-based real-time processes and services • What does it do? • Makes it easy to consume and interact with data in real time • Cloud<->Cloud, Cloud<->Ground, RT<->Bulk • Service Integration, Process Automation • API creation and consumption • Benefit • Improves business decision making and user efficiency though automation – quite dramatically in many cases
  8. 8. Informatica Cloud Application Integration - Features Cloud Process Designer Screen Flow Mobile Process Apps Multi-tenant Cloud Runtime Administration and Management Broad Connectivity via Connectors, SOAP, REST API’s
  9. 9. Cloud Process Designer • 100% cloud point-and-click UI • Real time app integration processes can include: • REST/SOAP services • Data integration tasks • Sub-processes • Process flows can run: • As web apps (via screenflow) • “Unattended” (aka headless) • Mobile process apps • Cloud process console: • Process debugging • Performance monitoring • Message logs • Local process server monitoring
  10. 10. Using Informatica Cloud Application Integration • Real time inventory lookup from back office • Opportunity-to-order process orchestration across multiple cloud and on-premises apps • Asynchronous application integration with legacy ESB middleware • Mobile mash-up of multiple external and internal cloud services
  11. 11. Examples Health insurance policy selection Telco customer service Insurance aggregation platform Call center automation Service portal automation Customer on-boarding
  12. 12. Schneider Electric Overview of our program called Guide for Efficiency using Informatica Cloud Application Integration September 2014
  13. 13. bFO (local name for Saleforce.com) Collaboration with the business goals Measure and improve our front office performances via real time & accessible commercial analytics dashboards and collaboration capabilities ● Collaborate across businesses to capture and win Solution opportunities (20% of multi-Business opportunities identified in the US) ● Create and sustain a personalized relationship with large accounts ●Increase Sales Force Efficiency (potential +11% productivity based on BCG Simplification study) ●Create a virtuous circle in issue detection and resolution ●Be the easiest provider to do business with in support and field services ●Be the easiest partner to work with ●Enable convergence Customer / Partner Support <> CCC <> Web
  14. 14. All together we run a sales race…with a strong business value in mind • bridge Front Office had an objective of connecting more than 17 500 employees by 2012 (as of 2014 we have over 30,000 users on one instance of bFO) • Business Value: 4+1 significant business benefits Enabling convergence Customer / Partner Support <> CCC <> Web •Customer Care Excellence •Issue to Prevention •Installed Base Service •Partner Relation Management •Link Front-Office <> One Web Sales force Efficiency Opportunity Sharing & Portfolio management Real-time Commercial Analytics Systems cost reduction
  15. 15. Sales Progressive Deployment Issue to Prevention PRM Today we have a full CRM approach At the core of bridge Front Office is a mandatory sales application which is enriched progressively by applications supporting other processes Customer Care Services Marketing
  16. 16. So what is the problem? “It takes over three minutes to create an Account record in bFO…” – Russian CCC Agent > Record creation, search and updating is too complex and not intuitive > Extensive training is required to understand the process and business rules > Too many clicks to complete the actions > No on screen support to guide the user > No or limited ability to leverage smart devices > Data quality is poor Navigation and workflow are not aligned with process context
  17. 17. Make it simple! Without guides With guides 1 3 7 5 8 2 4 6 2 3 4 5 6 7
  18. 18. Problem statement Process > Desktop users are having a hard time remembering the correct process to follow, which fields to capture in which order, or have not been trained causing data quality problems: > Solution: Have a guide ask questions and populate data without having the sales users having to think. Simplify the data capturing, streamline the record creation process with less clicks, more automation or defaulting of values.
  19. 19. Problem statement Efficiency > Our sales resources that travel need ability to be more efficient. Today they take paper notes, then manually update bFO, once a week, with all the meeting notes from all the visits > Solution: Give ability to update on the road (smart devices) using simple easy guides to eliminate duplicate actions (real-time updating during a meeting or while in the Car to the next customer visit
  20. 20. bFO process guides: What for? Our mission is to improve our efficiency in the processes related to bFO.  To make it easier and faster for the users to work on bFO  To have the ability to use basic and recurring functionalities on mobile devices - Increase bFO adoption in the countries - Improve bFO data
  21. 21. What technology did we select? Technology : Cloud Extend ( Informatica) Origin : Software from Appexchange ● Simple and Intuitive Interface ● Available on PC and Smartphone ● Quickly responds to changing business needs Informatica Features  No impact on the bFO data model  No data mapping required  No knowledge of bFO data model needed  WYSIWIG guides design  Multi platform guide compatibility  Guides are re-usable and renewable
  22. 22. Strategic vision to achieve the objectives Strategic Objectives SE Business Strategy Fast Account / Contact Creation Fast Account / Contact Update Fast Opportunity Creation Fast Opportunity Update Fast Customer Visit Creation Fast Customer Visit Update Fast Account/Contact Search Mobile device or tablet (iPhone, iPad, Android and Blackberry) Voice-to-text enabled Include History tracking, metric on adoptions or number of times used, Smartphone simulator and easy import/export capabilities Guides in local language More Customer Facing Time Better Data Quality Improved Customer Satisfaction Digitizing the user experience WHAT ? HOW ? Requirements Through Guides Providing process- oritented workflow and context-oritented user interface enhancements Higher Adoption of tracking interactions Improved User Efficiency
  23. 23. How guides make it simple! From data driven to process driven Now, with guides 1 3 7 5 8 2 4 6 2 3 4 5 6 7
  24. 24. How will Informatica Cloud be Managed The Facts: > Does not require IT to develop, test or publish guides after one time setup of Application > Comes with a friendly easy to use Guide creator/designer that does not require any coding > Allows the Process Organizations to manage without adding cost to IT > Does not alter or interfere with the underlying data architecture of bFO The Plan: > Governance: - Each Process Owner responsible for centrally managing the guide management for their respected areas of ownership - The creation, testing and publishing centrally managed by a selected group of process designers - This group of designers will be trainer by Cloud Extend > Deployment: - Each Process Owner will deploy their own guides to the users - A process will be run to monitor usage (to control cost) where each user given access will be monitored to make sure they are using the guides. If a user does not use a single guide in any 2 month period access will be removed
  25. 25. Lessons learned > The amount of time to build the knowledge to develop the guides took double the time we thought (between 1 to 2 months). > The type of skills required to design guides is a business analyst with good technical background. > We ran into a lot of problems early on with user adoption related to our switch to the iPhone and the internal IT requirement to use a VPN. > Use the support from Informatica related to resolving technical issues. > Have a full time designer and business process analyst assigned to the project . > Try to build a single core process flow then tailor using Salesforce profiles.
  26. 26. ©2014 Schneider Electric. All Rights Reserved. All trademarks are owned by Schneider Electric Industries SAS or its affiliated companies or their respective owners.
  27. 27. Come See Us at Dreamforce www.informaticacloud.com/dreamforce
  28. 28. Q&A
  29. 29. Next Steps 1 2 3 30 Day Free Trial www.informaticacloud.com/trial Social Follow us @infacloud Dreamforce www.informaticacloud.com/dreamforce

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