Salesforce Practice Contents Bodhtree Introduction Bodhtree CRM Practice Overview Bodhtree Salesforce.com Credentials Case Studies Partner & Certifications 2 Bodhtree Overview Bodhtree is an IT Consulting and Services Company providing Implementation, Integration, Customization services for SaaS Applications, Cloud Computing, Business Intelligence and Information Management Practice areas Headquartered at Hyderabad , we have our offices in United States and United Kingdom, serving customers in NA , Europe, MENA, SE and APAC. Extensive experience in multiple end to end implementations, maintenance , migration, integration, support & end user training projects. Partners with Oracle, Salesforce.com, Microsoft, Redhat, SAP, Intel Experience in other SaaS based products and Cloud Computing technologies Technology spread includes Java, .NET, xml, BPEL, SOA, Oracle Apps, Seibel, Oracle DB, web services, Flash, Apex , and so on. http://www.bodhtree.com 3 CRM Practice @ Bodhtree Consulting Ltd Overview Bodhtree CRM Story …creating success stories …offers a full basket of services ...operates across technologies • Over 30+ successful engagements in last 2 years; • More than 90% of engagements involve development & implementation • Over 95% of work done offshore • 90% of projects completed in time • Strong Alliances with Oracle, SAP, Salesforce.com • Business and Technology Consulting • Customer Operations Roadmap and Strategy • Package Evaluation • Implementation / Rollouts • Upgrades • Support and Maintenance • • • • • • …has world class consultants …leverages the CRM CoE …operates in multiple verticals • Consultants trained and experienced in packages • Experienced resources, Mix of technical and functional profiles • Salesforce.com Certified Administrators, Developers & Consultants • Framework for knowledge management • Methodologies and artifacts for accelerated execution • Infrastructure for solution evaluation and pre-validation • Banking and Insurance • Communications & Media • Hi-tech & Manufacturing • Logistics • Pharmaceuticals • Life Sciences & Healthcare Salesforce.com, Oracle CRM, Complimentary Technologies CTI Solutions , BPO Reporting & BI Integration Middleware Shell Scripts, Java, EJB, J2EE, JSP XML, J2ME …delivering value to customers 5 End-to-End CRM Offerings Across Verticals Hi Tech Healthcare < Solution Building Blocks Custom Delivery Model < Parameters Services Processes O Resource Management Service Level Management Scoping & Package Assurance Implementation Cost S U Time L T Functional & Technical Competencies I N G > Change Management Project Management Life Sciences Training SLA Management Cost Optimization S E R V I C E S > Metrics, Measurement & Tracking Sharing of best practices Resource utilization & optimization Upgrade Production Support & Maintenance Global Rollout Quality Media and Publishing Telecom CRM Governance T E C N O L O G Y Standardization & Continuous improvement Scope N CRM Roadmap CRM Strategy Quality Assurance C Energy & Utilities Pharma Productivity Communication Customer Process Outsourcing Financial Services Risk 6 Bodhtree CRM Practice : Industry Vertical Spread Strategic Engagements Scoping CRM Roadmap Package Evaluation Business Process ReEngineering Financial Services Communications & Media Pharmaceuticals & Life Sciences Healthcare Energy & Utilities Hi Tech Upgrade Production Support & Maintenance Industry Manufacturing Operational Engagements Industry Implementation Rollout Financial Services Communications & Media Pharmaceuticals & Life Sciences Healthcare Energy & Utilities Hi Tech Manufacturing 7 Bodhtree’s CRM Implementation Methodology PLAN DESIGN DEVELOP DEPLOY Project Start Executive Workshop Project Planning Session Business Process Reviews Setup Report of Findings Configuration yes UAT Iterate? no Freeze Configuration Project End Project Wrap Up Integrate & Extend Data Mapping & Testing Curriculum Development Migrate Data Conduct Training 8 Contents Bodhtree Introduction Current Engagements with Cisco Bodhtree CRM Practice Overview Bodhtree Salesforce.com Credentials Case Studies Partner & Certifications 9 Bodhtree Salesforce.com Credentials Partnership with Salesforce.com Strategic Partnership’ with Salesforce.com including Global Marketing agreement, the master teaming agreement to provide strategic consulting, integrate and implement complex solutions to clients Joint Marketing efforts along with Salesforce.com EMEA for accounts in the Gulf/MENA region Training partner with Salesforce.com for Internal consultant trainings and customer training Regional Systems Integrator and Select Partner Poised to soon be Global Systems Integrator with Salesforce.com Bodhtree Practice Snapshot Strong practice with over 40 associates and ramping up continously. Over 20 Salesforce.com certified Consultants, Developers and Administrators CoE for SaaS and cloud computing Bodhtree leverages its solution deployment expertise and CRM competency to provide customized solutions using Salesforce.com, enabling higher returns on investments for customers Optimized Salesforce.com methodologies for implementation, support and enhancement projects to deliver high quality solutions at optimal costs 10 Bodhtree – Salesforce.com Value Proposition Salesforce.com • The leaders in hosted CRM market • Salesforce.com is the first billion dollar Cloud CRM Company. • Salesforce.com rocketed from ranking 22 to 12 in terms of total CRM revenue • More than 77000 customers worldwide and growing ! Bodhtree FACTS • CRM Practice has critical presence in Financial Services, Pharmaceuticals, Telecom , High Tech, Life Sciences sectors • Strong Domain Knowledge • Leveraging CRM implementations in large organizations • Pioneered the Offshore Delivery Model and has been successfully deploying it for the last decade Bringing in Value > The Bodhtree – Salesforce.com value proposition is aimed at bringing in value to the customer in the following areas – • Leverage Bodhtree Delivery Model for a faster, more cost efficient deployment • Leverage Salesforce.com’s flexibility and implementation methodology to deliver enterprise scale agile CRM in minimal time • Leverage Bodhtree’ strong Domain knowledge to deploy industry specific solutions through Salesforce.com’s AppExchange Marketplace 11 Leveraging Mutual Strengths Salesforce.com’s value proposition Focus on Adoption & Business Success – – – – – – – – – – Market Driven, Responsive Frequent Upgrades & Frequent, Incremental Increases in ROI Always be State of the Art Experience in varied domains ranging from Pharmaceuticals, Healthcare , Life Sciences, Media, Communications, Hi Tech , Energy & Utilities etc. Huge expertise in Industry specific best practices and large scale implementations Trained and Certified Resources Large scale CRM deployments – Reduces Project Implementation Lifecycle Lower TCO (Total Cost of ownership) Domain Knowledge – > 1,000,000,000 Application data points > 2,000 Consulting & Education Data Points Internal + Customer Shared Best Practices Drive Continual Business Improvement Offshore Delivery Model – – Inclusive Subscription, no Hidden Infrastructure or Upgrade Fees Adoption: Iterative Functional Deployment & Training Value: Emphasize Time-To-Value Leverage Salesforce.com Know how – – – Minimize Risk – Visual, Iterative, Business-Driven Solution Design Education, Adoption, Enablement Define Success Criteria & Benchmarks Bodhtree Value proposition Over 30 successful CRM deployments in the last 2 years with over 60% of work done offshore Bodhtree Quality Assurance – – Highly robust and tested processes in place to ensure defect free delivery Quality Adherence 12 Bodhtree Custom Salesforce.com Engagement Roadmap • CRM Education • Industry, Customer, Market, Competitive Analysis • Hypothesis Formulation/ Scenario Building • Technology/Alliance Assessment INVENTION => • Define Purpose • Project Planning • Resource Assessment • CRM/Business Strategy • Train/Rollout Strategy • Sales Effectiveness • Metrics & CSF’s • Operating Procedures BUSINESS DESIGN => •Business Process Design •Requirements Definition •Process Configuration •Communication Plan* •Training Plan* •Rollout Plan* • Application Configuration* • System Integration* • Custom Software Development* • Testing* • Data Migration • Tools Development* BUSINESS MOBILIZATION => • Training & Delivery • Performance Measurement • Feedback & Improvement* • Growth Planning & Building* • New Feature Development* TECHNOLOGY DELIVERY => Bodhtree ACTIVITIES Pre-Sales Planning & Strategy (10% offshore) Design & Process Review Develop & Integrate Deploy & Support (40% offshore) (80% offshore) (75% offshore) Salesfoce.com ACTIVITIES TRAINING & DEVELOPMENT => • Partner Training • Partner Certification • Process Curriculum BEST PRACTICES => • Customer Qualification • Sales Support • Contract/SOW Support • Strategy Development • Best Practice Support • Resource Planning • Project Planning RELATIONSHIP MGMT => •Best Practices Support •Process Consistency •Engagement Mgmt or Project Mgmt •Project Reviews CONTINUOUS IMPROVEMENT=> •Engagement Mgmt or Project Mgmt •Technology Assistance •Project Reviews & Project Sign-off • Customer Support • Technical Support • Infrastructure Controls • Upgrade/New Release Migration - Training * Predominantly offshore activity 13 ROI and Deployment Timeframes Eliminate Provisioning Complexity, Time, Fees Visual, Iterative Design Instead Of “Black Box” Customization Accelerated Training Facilitates Change Management Iterative Design & End User Training Accelerates Adoption * for more details on ROI calculations please get in touch with business@bodhtree.com 14 Why Bodhtree? Customer Satisfaction - On Time, On Budget Certified Professionals Rich functional & technical talent Fixed Bid Projects Global Delivery Cost Effective, Reliable, Experienced Salesforce.com Select Partner CSAT available on Partner Portal >90% CSAT Specialized Custom Offerings Consulting On-Demand – Pay As You Go option Jump Start, Fast Track, Enterprise, Tailor Made On Demand packages – Fixed bid & Fixed duration, T &M, CTM 15 Case Studies 16 Leading Communication Service Provider in US Client Situation The Client is a leading provider of end-to-end broadband wireless systems that deliver the quadruple play of data, voice, video and mobility to all organizations today. The Client is 100 percent focused on wireless technology, and that focus enables us to provide a complete portfolio of WLAN, Wi-Fi mesh, WiMAX (point-to-multipoint), and point-to-point technologies. The Client’s end-to-end product portfolio enables partners to custom-build the wireless solution that fits customers' specific needs. The client’s broadband wireless equipment is used by enterprises, service providers, carriers, government entities, educational institutions, healthcare organizations, municipalities and other organizations that need highperformance, secure and scalable broadband wireless solutions. The client is a leading global supplier of network infrastructure products and services, needed a new sales force solution to meet complex global needs. With operations in two dozen countries, the company required support for multiple languages and currencies as well as anytime, anywhere access. Corporate executives were focused on forecasting accuracy, which required a common global solution that sales representatives would use more consistently. Because many channel partners drive significant revenue for the client, they also wanted to better serve and monitor its partners. Benefits Bodhtree Solution Salesforce CRM's internationalization options and ease of integration impressed the decision makers. Bodhtree successfully deployed Salesforce CRM to more than 500 users worldwide withing a condensed span of 9 weeks helping the client realise RoI instantaneously. Employees worldwide benefit from a localized Salesforce.com CRM Sales solution and easy access, resulting in increased communication and tracking. Executives enjoy the improved forecasting accuracy they envisioned. With Salesforce.com CRM, project managers enjoy ease of customization. 24/7 uptime and support provided by Bodhtree 17 Leading International University in US Client The client focuses on preparing students for professional careers in the applied social sciences. Its faculty, students and alumni are committed to making an impact on society and to results that make a difference in the lives of individuals, couples, families, schools, organizations, companies, and nations. The clients institutions applies scholarship to solve social problems and has always had an abiding concern for diversity and internationalism. Situation Bodhtree Solution The client chose Bodhtree to implement Salesforce CRM for its ease of use and ability to fully integrate with Client’s back-end systems; the college deployed Enterprise Edition to 101 users with integration to Microsoft Outlook and PeopleSoft FT The college integrates all up-front inquiry generation via vendors, direct mail, and the Web site into Salesforce CRM; determined by workflow rules, auto-response emails are then automatically delivered Dashboards help drive customer success and allow the senior vice president of Marketing and Admissions to know exactly how many inquiries were generated during a given time and where they came from Real-time reporting expands dashboard information for customizable fore casting. With bidirectional integration into PeopleSoft FT on the back end, for student enrollment Alliant users simply click a link in Salesforce CRM; S-controls validate the information, which is then matriculated in PeopleSoft; real-time and nightly synchronizations ensure information is updated in both systems The Client, a career college, wanted greater visibility into its inquiry-generation process to more effectively market to potential students and boost admissions With 11 separate locations, a lack of visibility into the admissions process prevented the college from improving the process Because the amount of time it takes between the moment someone clicks on a Web interest form and the moment Alliant contacts that person correlates directly with enrollment success, visibility to real-time information was paramount The college required a CRM solution that could easily integrate with its PeopleSoft FT system to link marketing, inquiries, and enrollments Benefits With 100 percent visibility into the marketing and enrollment process, the college is beginning to understand the sweet spot for the number of touch points needed, which helps the client understand what it takes to attract and enroll new students The college can now centrally and quickly confirm the effectiveness of its marketing dollars at eleven campuses 18 Leading Business Process Outsourcing Company Client Situation The client is the Global contact centre and International Business Process Outsourcing company and is part of a leading telecom systems integration and IT services company head quartered in India. From providing telecom integration services to multinationals, Public Sector Units and India's vast defense sector, the client has evolved to extend its expertise into the dynamic space of Business Process Outsourcing and RFID. Apart from 8 regional offices in India, the client has over 60 service and support facilities across the country. Internationally, the client is present in the US, UK, Singapore and UAE. Bodhtree Solution The Client selected Salesforce CRM based on Bodhtree’s recommendation to centralize customer information and standardize key processes worldwide. The company quickly completed a multiphase rollout of sales, marketing, and customer support applications to 1,000 employees; subsequent deployments have increased the user-base to over 2,000 employees in multiple business functions Using Apex code, Bodhtree built a custom object to manage all global leads, customer subscriptions, email opt-ins, customized lead statuses to extend funnel stages, and implemented tailored lead qualification processes for different segments for the client. Seamless integration with marketing automation solutions delivered made it easy to manage email campaigns and landing pages; leads were automatically captured and shared in Salesforce CRM helping organize campaign programs, tactics, and messages for scheduling and measurement purposes The client - a global leader in software and processing solutions for financial services, higher education, and the public sector— needed a better way to manage leads and coordinate global marketing efforts Distributed operations and sales processes across 14 global segments and 50 brands made it difficult to collaborate on opportunities and measure marketing effectiveness Accurate and timely pipeline views, 360-degree customer perspectives, and customized lead management practices were a dire necessity Benefits Active usage of Salesforce CRM exceeds 85 percent, for more accurate and timely business views Standard data and processes improve productivity and allow the Client to present a unified, consistent face to customers The company now has improved collaboration on opportunities representing more than $3 billion in revenue In-depth processes managing more than 400,000 leads improve pipeline oversight and increase conversion rates Detailed campaign measurement helps the Client refine its marketing mix to focus on activities with greater ROI Marketers are more accountable and have the data to back up their decisions; available measurements include ROI of total touches, total responses, conversion rates, total costs, cost per closed, and more 19 Leading Consulting firm in APAC Client Situation The Client international is a leading training and business consulting firm providing pragmatic yet dynamic solutions to organizations in Asia. Thriving on domain innovation and delivery optimization, The Client has constantly evolved since its inception 10 years ago to become the market leader – flaunting global experience, process expertise and regional presence. It has 2 main groups. Services include public events like seminars and public registration services, B2B training and Products – External and Internal. The Client is unable to have a consolidated view on accounts and hence not able to up-sell or cross sell, example: Globe Telecom can be sold 3 types of products catering to their (i) IT Team, (ii) Risk Compliance Team and (iii) VP Finance. This is not easily established right now. Constant flow of information through emails to update sales team and managers leads to further redundancy / confusion. Issues with people leaving the organization and data being lost. Difficulties in tracking due to multiple copies of excel sheets floating around. Bodhtree Solution Benefits Key factors achieved by Bodhtree: Optimized the point & click usability for sales teams for faster data entry and retrieval. The Client is able to provide valuable information such as income generated from Products ( both in house and Partner) and other associated metrics around it. Optimized Sales & Marketing processes. Enabled maximum data capture by Sales & Marketing so that Delivery team gets all info that is needed by them to deliver maximum customer service. This applies to Sales & Marketing team as well. Reports & Dashboards serve The Client business objectives in terms of metrics & KPIs tracked at each of the hierarchical levels. The Client has overcome all the pain points it had while using Sugar CRM. Results Consolidation of account information and confidentiality of data across divisions. Ensures continuity of business in case of sales people dropping out. Ensures faster-ramp up period for new employees. Top management is able to see sales cycle in 360 degrees using custom reports and dashboards. A central database to store the company information. 20 Leading US based Venture Capital Firm Client Situation The client is involved in providing premier financial analysis and corporate finance support services. Their clients include highgrowth start-ups, public - traded companies, top-tier venture capital and private equity firms and their portfolio companies, and leading middle market investment banks. Focus on quality and superior financial modeling expertise and execution has won rave reviews from its clients across various business sectors performance orientation. The Client believes that delivering the highest quality and customized analysis is the most important aspect of their business. Deal Flow Management System manages the prospect companies that they look at during the year. Companies come and meet the Venture Capital (VC) management what is the level of interest in startup business. The Client intended to track the whole calling effort and the related activities that had happened with prospect companies. The system should update the critical information of a particular company dynamically by connecting to the website Venture Source which maintains the company’s details. System should be able to give the 360 degree overview of the company. Bodhtree Solution Benefits Bodhtree was invited to provide a n implementation solution for the Deal Flow Management System based on Force.com platform and eventually get it certified and showcase on Salesforce.com’s App Exchange. The App, by virtue of being hosted on cloud will help the Client in faster deployments to its end customers, Customer On-boarding, increase productivity, flexibility, be tightly integrated with custom processes and add value to the Client’s businesses. It will also allow the Client’s top management have real time visibility into its customers, track updates using metrics, reports and the dashboards. The company benefited from zero infrastructure deployment and maintenance costs. Crystal clear visibility to their sales (Deal Management) Greater transparency in operations and decision making Data-driven and more timely investment decisions Reduced time spent on reporting Real-time access to data via web browser or mobile device Cost-effective, highly responsive SaaS solution 21 Contents Bodhtree Introduction Bodhtree CRM Practice Overview Bodhtree Salesforce.com Credentials Case Studies Partner & Certifications 22 Partnerships & Certifications 23 Select CRM Customers 24 Thank you INDIA (Headquarters) Corporate Office: Ground Floor, Building No 2B, Maximus Towers Raheja IT Park – Mind Space, Madhapur, Hitech City, Hyderabad- 500 081 Tel: +91.40.6654.7000, F: +91.40.6654.7029 India Toll Free No: 1800-2660-132 Delivery Center: 10th Floor, Unit No-2, (Right Wing) Vega Block the ‘V’ Plot No 17, Software Units Layout Hitech City, Madhapur, Hyderabad- 500 081 Fremont Office: New Jersey office: 210 Hammond Avenue Fremont, CA 94539 517 US 1 South, Ste 3069 Iselin, NJ 08830 Tel: 408-449-4984 Tel: 732.634.0019 United Kingdom 34 Milbourne Lane, Esher Surrey KT10 9EA UK Telephone : 01372 473924 business@bodhtree.com | www.bodhtree.us
