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Deloitte Cloud Accelerators Salesforce Tour Melbourne

  1. Cloud Accelerate THINK IT, BUILD IT
  2. 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.
  3. Deloitte Cloud Accelerate
  4. 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
  5. 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
  6. 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
  7. 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
  8. Deloitte has proven Salesforce experience in Australia Industry expertise includes: • Health Life Sciences • Not For Profit • Education • Public Sector • Retail • Financial Services
  9. 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
  10. 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
  11. We love what we do. And, it‟s working!
  12. 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, and associated ecosystem of technologies. We will make the market, not simply respond to it.
  13. 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.
  14. 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.
  15. 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.
  16. 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
  17. • 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
  18. 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.
  19. 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
  20. 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.
  21. 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.
  22. 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.
  23. 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.
  24. 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.
  25. 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.
  26. 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
  27. 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 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).
  28. 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
  29. 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.
  30. Making IT happen Our agile, social Deloitte Tracker app
  31. What is Tracker by Deloitte? The Tracker app is highly collaborative yet provides rigour and discipline to manage projects in the largest enterprise
  32. Tracker provides full support for agile
  33. So you are always in the know
  34. Deloitte Cloud Accelerate
  36. © 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 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