Slalom Consulting

1. Launch
and
Scale
in
the
Cloud
–
a
Customer’s
Journey
Ryan
Powell
CRM
Prac)ce
Director
Slalom
Consul)ng
1
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2. Agenda
§ Introduc:ons
§ A
Customer’s
Journey
§ Assessing
Cloud
Models
§ Launching
in
the
Cloud
§ Challenges
§ Lessons
Learned
2
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3. Ryan
Powell
CRM
Prac)ce
Director
@
Slalom
Consul:ng
• 16+
Years
Consul)ng
• 13+
Years
CRM/Cloud
• 2+
Years
@
Slalom
ore
firm with m
lting
g
logy consu
Consultin
echno
Slalom
rica.
iness and t
North Ame
bus
l
ices in
is a nationa
ross 14 off
es ac
0 employe
2,40
3 3
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Zuora confidential, shared under non-disclosure and subject to disclaimer notice
than

4. Our
customer
was
looking
to
launch
a
new
business
with
the
following
‘Wants’
and
‘Needs’
Want
a
new
business
model/revenue
stream
Need
a
plaHorm
to
enable
this
new
business
Want
visibility
to
all
customer
interac:ons
Need
a
well
integrated
plaHorm
Want
to
launch
this
business
autonomously
Need
a
solu:on
that
is
nimble
and
stable
Want
to
launch
quickly
to
capture
the
market
Need
to
scale
with
the
growth
of
the
business
Want
:ghtly
governed
compliance
Need
a
solu:on
that
cares
for
PCI,
restric:ons,
customer
screening
and
accoun:ng/audit
Want
the
ability
to
adapt
the
business
quickly
to
the
market
Need
a
solu:on
that
has
low
organiza:onal
burden
4
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5. Business
Process
to
be
Enabled
Customer
Registration &
Portal
Warehouse
Processing &
Shipping
Business
Flow
Warehouse
Receiving &
Processing
Customer
Configures
Order
5
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6. Why
the
Cloud?
Agility
and
Cost,
of
course…
6
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7. Why
not
the
Cloud?
Given
the
benefits
of
speed,
agility,
and
the
cost
of
entry
coupled
with
what
is
available
to
run
a
business
in
the
cloud
today…Cloud
had
to
be
a
primary
considera)on
Infra: PaaS, IaaS
Front Office: SaaS
SERVICE
DEVELOPMENT
COMMUNICATION
SALES
INTEGRATION
MARKETING
Back Office: SaaS, PaaS
COLLABORATION
FINANCE
OM
/
LOGISTICS
BI
/
ANALYTICS
7
Zuora confidential, shared under non-disclosure and subject to disclaimer notice
Existing

8. Launching
in
the
Cloud
8
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9. The
Challenge:
How
we
went
about
mee)ng
the
needs…
Need
a
plaHorm
to
enable
this
new
business
There
are
many
ways
to
solve
for
this
plaHorm.
Our
solu:on
approach
was
grounded:
1. In
the
use
of
best
in
class
enterprise
ready
solu:ons
2. In
not
solving
for
things
that
have
already
been
solved
Need
a
solu:on
that
cares
for
PCI,
restric:ons,
customer
screening
and
accoun:ng/audit
We
looked
to
leading
companies
like
Zuora
that
know
how
to
care
for
some
of
the
more
complex
components
of
the
solu:on…We
did
not
want
to
build
these
components.
(i.e.
Caring
for
PCI
within
our
:meline
was
out
of
the
ques:ons)
Need
a
well
integrated
plaHorm
All
of
the
components
selected
had
to
:ghtly
or
loosely
fit
together
already
using
industry
standards
or
prebuilt
connectors
Need
a
solu:on
that
is
nimble
and
stable
Speed
to
launching
a
MMP
as
well
as
speed
to
market
going
forward
was
cri:cal.
All
of
the
components
selected
were
done
with
that
in
9
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10. The
Solu:on
Components
Customer
Warehouse
Facing
Core Platform
Processing
Frontend
Infra Services
Front Office
SERVICE
DEVELOPMENT
COMMUNICATION
SALES
INTEGRATION
MARKETING
Back Office
FINANCE
COLLABORATION
OM
/
LOGISTICS
BI
/
ANALYTICS
10
Zuora confidential, shared under non-disclosure and subject to disclaimer notice
Existing

11. Key
Learnings:
§ Seek
out
and
gain
acceptance
of
the
solu:on
approach
internally
from
key
stakeholder
(Business
and
IT)
§ Don’t
take
this
journey
alone,
truly
partner
with
your
vendors
§ Iden:fy
an
owner
who
is
involved
and
invested
in
the
success
of
the
launch
§ Iterate
oen
and
fail
fast
§ Go
into
this
prepared
for
an
ongoing
evolu:on
§ Prepare
to
acquire
new
skills
and
approaches
11
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