Cloud Accelerate
THINK IT, BUILD IT

Digital disruption is the new norm
As people and things become more connected consumers
are driving change across all aspects of business
Those who embrace this change and re-imagine their
business around the customer will win the advantage
Deloitte transforms customer journeys better than anyone
else, with accelerators to help businesses realise the
benefits of cloud technologies faster
Cloud Accelerate
THINK IT, BUILD IT.

Deloitte Cloud Accelerate

We understand digital disruption
• 33% of Australian economy faces
disruption by digital technologies
and business models
• 60% of CIOs surveyed feel that
the cloud is important and
warrants a strategic response
worth undertaking – almost double
the number of CIOs who felt this
way two years ago
• This brings both challenges,
threats and also opportunities for
business and government
Harnessing the „bang‟: Stories from the digital frontline, Deloitte Access Economics 2014

Our research shows that digital is becoming
more pervasive in SMBs
Question: How much of the above business operations are done through digital channels?
Salesforce Small Business Report, Deloitte Access Economics 2014

Transforming business and delivering disproportionate
benefits to businesses that engage
Small businesses with high digital
engagement enjoy better business
outcomes, with an average increase
of 20% in annual income
Connected Small Business, Deloitte Access Economics
Salesforce Small Business Report, Deloitte Access Economics 2014

How should businesses respond?
Salesforce Small Business Report, Deloitte Access Economics 2014
STAFF Skilled and experienced employees are critical for growth, so get
serious on recruitment and retention, including digitising the workplace
DATA The ability to capture, analyse and derive insights from data are
becoming a critical factor for success
CLOUD Cloud platform are a cost efficient way for business to get the best
technology available and compete with more established players
OUTSOURCE Recognise a gap in experience and skills and outsource these
functions accordingly
AGILITY Businesses that can move fast stay profitable

Deloitte has proven Salesforce
experience in Australia
Industry expertise
includes:
• Health Life
Sciences
• Not For Profit
• Education
• Public Sector
• Retail
• Financial Services

Backed by extensive global expertise
We have a global practice of 2900+ practitioners, in over 28 countries
Offshore
885
EMEA
888Americas
836
APAC
191
Americas
Seattle
Denver
Washington DC
Toronto
Europe
Amsterdam
Belfast
Brussels
London
Milan
Munich
Paris
Zurich
Asia
Tokyo
Mumbai
Africa
Johannesburg
Australia
Melbourne
Sydney
2014 Salesforce Award for
Mobile Innovation for Pocketsales
2014 Partner Growth Program
for Platform
2014 Salesforce Partner
Innovation Award for Platform

What we do is unique
Our organic growth rate continues
to outpace the market
We put the customer at the center of
the digital experience
We are a consultancy and a digital
agency with scale
Our deep technology capabilities
allow us to imagine a better future—
and deliver it
We are changing the face of the
consulting industry with innovative
client relationships
We amaze and delight at every point
on the journey based on preferences
that drive loyalty
Leading the market means investing in
innovation to amplify the impact for
our clients
We lead the market in industry-sector
relevance. This puts us in a league of
our own

We love what we do. And, it‟s working!

Our vision is simple
DELOITTE DRIVES CHANGE
We empower our clients to re-imagine how they connect and engage
with their customers. Our goal is to be widely recognized as the best in
the world at driving digital transformation for our clients through the
application of salesforce, force.com and associated ecosystem of
technologies. We will make the market, not simply respond to it.

We solve hard problems
REDEFINING A MINDSET
People and things are more connected than ever, disrupting
business models worldwide. Companies need to be faster and smarter,
finding new ways to reach customers at every touch point. Success
depends on the latest innovations in cloud, analytics, mobile, and social –
and a whole new digital mindset.

With Salesforce…
CREATING DIGITAL JOURNEYS
We build solutions that allow our clients to reach their customers across
every platform, every device, and every step of the customer journey.
Our designs inspire, our industry experts understand your challenges, and
our global team makes one-to-one customer relationships a reality.

We drive digital transformations
BUILDING BETTER CONNECTIONS
We help our clients build the digital customer experiences on which
great brands are built. We are about stronger relationships, and a sales
process so personal it feels effortless. Your success drives ours.

What we bring to our clients
CREATIVE
FIREPOWER
INDUSTRY
PERSPECTIVE
SALESFORCE
EXPERIENCE
ENGINEERING
EXCELLENCE
Whole
solutions
Operational
scale
Innovation IQ
Digital DNA
Creative
Capacity
Practical insight
Strategic clarity
Industry
accelerators
Depth and
breadth
Awards and
recognition

• We reimagine the future, then we
deliver and run it
• We put the customer first to improve
their experience
• We strengthen customer relationships
• We enhance the value from customer
operations
• We innovate to deliver next-level
performance
• We make ourselves accountable to the
results
We see the end-to-end customer journey

Redesigning the customer interaction
Life Sciences and Healthcare Industry drivers
• Sales engagement model evolving due to market pressures and new channels
• Movement away from on-premises technology and high legacy system upgrade costs
• Increasingly positive business cases for multichannel CRM supported by new apps
• Drawing benefit from previously-unmanageable data volumes
• Regulatory and legal requirements continuously toughening
• New commercial models required to grow into emerging markets
• Consumer mobility, cross-border relationships and global harmonisation
• More sophisticated sales/service organisational models.

Life Sciences and Healthcare
Case study
Deloitte has worked with all the primary
CRM functions within Life Sciences:
Market access and planning | Contact
centre, customer service and medical
enquiry Field service and scheduling |
Medical event management | Marketing
and multichannel Salesforce automation
and effectiveness

Donor dilemma: unlocking true growth
Not for Profit Industry drivers
• National Disability Insurance Scheme – The introduction of the National Disability
Insurance Scheme (NDIS) is causing significant disruption for disability service providers,
as funding shifts from bulk funding in advance to person centred funding.
• Decline in government funding – As government funding continues to decline
and donation acquisition becomes increasingly competitive, organisations are required
to become more efficient in their donor management and fundraising activities.

Not for Profit
Case study: Church Resources
Through the use of the Salesforce sales
and service clouds, marketing automation
and website integration, Church Resources
transformed the way they provided services
to their customers. The project enabled
pro-active management of members,
provided the flexibility and dynamism to
adjust to future organisational needs,
enhanced engagement with stakeholders,
and provided the organisation with tools to
enhance decision-making.

Digital an education imperative
Education Industry drivers
• Escalating technology demands: Institutions must serve a more diverse population who
require sophisticated technology solutions.
• Inherent resistance to change: Change is typically long-term and incremental given
consensus-driven decision making.
• Rising costs and reduced funding: The Australian education system is in a state of
transition. Funding has increased for schools yet decreased for higher education.
• Need for fast, flexible, scalable deployment: Traditional development and technology
deployment models are not flexible, and they do not scale well (without time and money).
• Student outcomes: 60% of public university students fail to graduate in four years.
• New technology: New entrants to the market are leveraging technology to reach students
at lower costs.

Education: embracing the transformation to win
Case study
Deloitte helped one of the world‟s leading
providers of lifelong education deploy an
end-to-end Student Management Solution
on the Salesforce platform that manages
all student enrolments, academic
management, financial transactions and
curriculum management. By unifying
previously disparate functions through a
self-service portal, the student can now
gain control over their education and can
be serviced faster.

e-Government: good for constituents,
great for government
Public Sector Industry drivers
• Self-service in governments has been an ongoing challenge for public sector
• Citizen expectations for access to any service from any device
• Citizens and companies want a one-stop-shop rather than having to deal with
multiple arms of government to get what they need
• Many self-service attempts of governments are siloed and provide inconsistent
experiences for the users
• There is a growing move by governments to look at self-service engagement options
without replacing complex legacy systems.

Public Sector
Case study: The State of Colorado
Citizen ConnectTM
Deloitte worked with the State of Colorado
to develop a cloud-based extensive self-
service solution for citizens to apply for
welfare benefits including screening,
applications, and status reporting. The
solution greatly reduced manual processes
of data entry and improved citizen
experience in dealing with government.

Improving competitiveness and agility for retailers
Retail Industry drivers
Proliferation of choice requires ever increasing sophistication in sales management
• Diverse customer needs and buying behaviours
• Products and services are increasingly commoditised
• Omni channel retailing requires seamless sales approach
Mobile retailing
• 83% of internet usage will be through handheld devices in 2015
• Even faster retailing
• Speed to market
• Speed to respond to consumers
• Speed to deliver

Retail of the future
Case study: JB Hi-Fi Commercial
Deloitte carried out a health check to
establish gaps in JB Hi-Fi‟s existing
Salesforce.com solution with the targeted
state to meet business needs, followed by
a sales enablement implementation
(pipeline tracking, quoting, ordering,
reporting, history tracking, and activity
management processes).

Transforming the customer journey
Financial Services Industry drivers
• Non-traditional competitors
• Ongoing regulatory changes
• Cloud, social, mobile
maturity
• Omni channel
• Digital banking
• Increased risk burden
• 7x24 Access
• Immediacy of response
• Big data availability
• Process sophistication
• Price pressure
• Service expectations
• Shift from product
Orientation
• Connect people, processes,
data unlike never before
• Unlock trapped knowledge
• Broaden the view of the
customer
• Act as ONE
• Shield back-office and
technical complexity
• Empower the front line
• Renovate and automate via
mobile and social
• Unlock trapped data and
processes
• Empower cloud within
banking infrastructure

Financial Services
Case study: Standard Bank
Standard Bank engaged Deloitte to
improve pipeline management by aligning
reporting capabilities for the Global
Business and Sector Heads with reporting
from an MI perspective. The
implementation provided real time analytics
on pipeline management via interactive
dashboards, compliant with existing
Chinese walls. It enabled the digital
transformation at the bank, this being the
first steps of mobile analytics journey.

Making IT happen
Our agile, social
Deloitte Tracker app

What is Tracker by Deloitte?
The Tracker app is highly collaborative
yet provides rigour and discipline to
manage projects in the largest
enterprise

Tracker provides full support for agile

So you are always in the know

Deloitte Cloud Accelerate
www.deloitte.com/au/cloud-accelerate

PLATINUM CLOUD ALLIANCE PARTNER
www.deloitte.com/au/cloud-accelerate

© 2015 Deloitte Private Pty Ltd
General information only
This presentation is for internal distribution and use only among personnel of Deloitte Touche Tohmatsu
Limited, its member firms, and their related entities (collectively the “Deloitte Network”). None of the
Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on this
presentation.
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited
by guarantee, and its network of member firms, each of which is a legally separate and
independent entity. Please see www.deloitte.com/au/about for a detailed description of the legal
structure of Deloitte Touche Tohmatsu Limited and its member firms.
Liability limited by a scheme approved under Professional Standards Legislation.
Member of Deloitte Touche Tohmatsu Limited