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

Cloud Application Integration

How Schneider Electric Transformed Front-office Operations With Real Time Processes and Data

Clive BearmanDirector Marketing, Informatica Cloud

Mark NardellaGlobal Director, CR Sales Process Schneider Electric

Agenda

• Informatica Cloud Introduction

• Informatica Cloud Application Integration

• Use Case - Schneider Electric

• Q&A

• Next Steps

#1 Cloud Integration and Data Management Solution

70B+ Processing over seventy BILLION transactions/month

2500+ Trusted by over 2500 customers

Only vendor with offerings in every sub category of “IT & Administration” and award winner for 5 years

Used by more tier-1 consulting partners

The broadest range of universal connectivity

Informatica Cloud Platform and Products

CloudData Integration

Cloud ApplicationIntegration

Cloud Test Data

Management

CloudData

Quality

Cloud MasterData

Management

SandboxManagement

Leverage Existing Bulk

Data

Cleanse and De-dupe Data

Consolidate andVisualize 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.”

• 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

Informatica Cloud Application Integration

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

• 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

Cloud Process Designer

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

Examples

Health insurance policyselection

Telco customer service

Insurance aggregationplatform

Service portal automation

Call centerautomation

Customer on-boarding

Schneider Electric Overview of our program called Guide for Efficiency using Informatica Cloud Application Integration

September 2014

bFO (local name for Saleforce.com) Collaboration with the business goals

Measure and improve our front office

performances via real time &

accessible commercial

analyticsdashboards

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

• 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 convergenceCustomer / 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

All together we run a sales race…with a strong business value in mind

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

Issue to PreventionProgressive Deployment

Sales

So what is the problem?

> 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

“It takes over three minutes to create an Account record in bFO…” – Russian CCC Agent

Navigation and workflow are not aligned with process context

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Without guides With guides

Make it simple!

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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.

Problem statementEfficiency

> 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

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

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

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

How guides make it simple!

Now,with guides

to process driven

From data driven

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How will Informatica Cloud be ManagedThe 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

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.

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www.informaticacloud.com/dreamforce

Next Steps

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

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Transcript of How Schneider Electric Transformed Front-office Operations With Real-time Data Delivered With...