中化國(guó)際物流+項(xiàng)目方案

中化國(guó)際物流

銷售自動(dòng)化項(xiàng)目計(jì)劃Logistics&TransportationindustryfindssuccesswithSalesforceAgenda

公司背景介紹項(xiàng)目需求產(chǎn)品功能

解決方案

實(shí)施計(jì)劃議程I公司簡(jiǎn)介.II業(yè)務(wù)及需求的理解.III項(xiàng)目業(yè)務(wù)解決方案.IV項(xiàng)目技術(shù)解決方案.V項(xiàng)目交付及實(shí)施計(jì)劃.VI項(xiàng)目成功客戶案例介紹.VII提問(wèn)&交流.神州數(shù)碼-中國(guó)最大的整合IT服務(wù)商在全國(guó)50多個(gè)城市設(shè)有駐在機(jī)構(gòu)年?duì)I業(yè)規(guī)模700億總資產(chǎn)500億擁有

15,000名

員工擁有5家

上市公司◆北京市北京市“十百千工程”中，四家千億核心企業(yè)之一◆工信部中國(guó)信息技術(shù)服務(wù)標(biāo)準(zhǔn)工作組整體組副組長(zhǎng)、運(yùn)維服務(wù)專業(yè)組組長(zhǎng)，級(jí)別最高的企業(yè)成員國(guó)家安全可靠計(jì)算機(jī)信息系統(tǒng)集成重點(diǎn)企業(yè)◆科技部國(guó)家級(jí)高新技術(shù)企業(yè)稱號(hào)863計(jì)劃承載企業(yè)神州數(shù)碼集團(tuán)為個(gè)人消費(fèi)者提供個(gè)人電腦、外設(shè)、配件、智能終端及周邊設(shè)備等信息產(chǎn)品和服務(wù)為行業(yè)客戶提供主機(jī)、存儲(chǔ)、網(wǎng)絡(luò)、軟件、安全、安防等信息化產(chǎn)品、解決方案及服務(wù)擁有遍布全國(guó)的超過(guò)兩萬(wàn)家渠道合作伙伴，與120多個(gè)全球品牌建立戰(zhàn)略合作關(guān)系隨著云時(shí)代的到來(lái)，神州數(shù)碼集團(tuán)構(gòu)建了全渠道的營(yíng)銷模式和云服務(wù)平臺(tái)，為企業(yè)和個(gè)人用戶提供一站式服務(wù)神州數(shù)碼戰(zhàn)略發(fā)展200120062011“十五規(guī)劃”“十一五規(guī)劃”“十二五規(guī)劃”產(chǎn)品服務(wù)技術(shù)服務(wù)云服務(wù)中國(guó)最大的信息產(chǎn)品營(yíng)銷網(wǎng)絡(luò)中國(guó)最大的IT解決方案服務(wù)商中國(guó)智慧城市專家基礎(chǔ)網(wǎng)絡(luò)建設(shè)信息化基礎(chǔ)設(shè)施應(yīng)用軟件服務(wù)金融行業(yè)電信行業(yè)稅務(wù)制造業(yè)政府城市資源管理平臺(tái)市民服務(wù)平臺(tái)企業(yè)服務(wù)平臺(tái)城市管理運(yùn)行平臺(tái)市民卡城市一卡通基礎(chǔ)設(shè)施服務(wù)IT服務(wù)智慧城市能源行業(yè)醫(yī)療衛(wèi)生教育行業(yè)國(guó)防大數(shù)據(jù)農(nóng)業(yè)信息化健康云/金融云/稅務(wù)云互聯(lián)網(wǎng)金融/信用云工業(yè)互聯(lián)網(wǎng)新能源2013?2014?20152008?2009?20102011?2012?20132014?20152011?20122013?2014

2015Mostinnovativecompaniesintheworld20KFY16EmployeesSalesforce2016年全球第四大軟件公司4thlargestsoftwarecompanybasedonanalystconsensusrevenueforFY2017.Salesforcefiscal2017guidanceprovidedNovember18,2015:"revenueforthecompany'sfullfiscalyear2017isprojectedtobeapproximately$8.0Bto$8.1B.”$

1.71BQ3

FY16revenue幫助企業(yè)以全新的方式連接客戶、連接一切、持續(xù)創(chuàng)新客戶成功平臺(tái)，以客戶成功為首要目標(biāo)IoT物聯(lián)網(wǎng)、銷售、服務(wù)、營(yíng)銷、社區(qū)、分析、App平臺(tái)幫助企業(yè)持續(xù)創(chuàng)造差異優(yōu)勢(shì)、引領(lǐng)未來(lái)SalesServiceMarketingCommunityAppsAnalyticsSalesAppsAnalyticsServiceMarketingCommunity銷售自動(dòng)化管理執(zhí)行能力愿景完整性落后者遠(yuǎn)見卓識(shí)者挑戰(zhàn)者領(lǐng)導(dǎo)者S在“企業(yè)級(jí)應(yīng)用服務(wù)平臺(tái)”領(lǐng)域被評(píng)為“領(lǐng)導(dǎo)者”客戶服務(wù)與交互云計(jì)算開發(fā)平臺(tái)執(zhí)行能力：通常由營(yíng)收，省代數(shù)量和質(zhì)量，員工數(shù)量和他們?cè)谘邪l(fā)、銷售和支持以及其它業(yè)務(wù)的分布比例愿景完整性：用來(lái)反映產(chǎn)品擁有多少特性以及創(chuàng)新的改進(jìn)能迫使其它廠商做出反應(yīng)并迎頭趕上Salesforce1市場(chǎng)云CustomAppsSalesforce1服務(wù)云AppExchangeAppsSalesforce1銷售云Salesforce1協(xié)同溝通(Chatter)Salesforce1自定義平臺(tái)Salesforce1移動(dòng)應(yīng)用Salesforce多租戶云基礎(chǔ)架構(gòu)AppExchange云市場(chǎng)應(yīng)用ERP任何其它系統(tǒng)財(cái)務(wù)第三方系統(tǒng)/應(yīng)用任何客戶觸點(diǎn)SalesforcePlatformIdentityDataModelSalesforce1-致力于客戶成功的平臺(tái)Salesforce1企業(yè)社區(qū)（Community）變革的時(shí)代：銷售+

服務(wù)

+

平臺(tái)

=成功Salesforce物流行業(yè)案例“TheSalesforce1MobileAppprovidesoursalesteamtherealtimepipelineandcustomervisibilitytheyrequireontheroad.”-ToddSkiles,SVPSales,SupplyChainSolutions,RyderAgenda

公司背景介紹項(xiàng)目需求產(chǎn)品功能

解決方案

實(shí)施計(jì)劃提供一套統(tǒng)一數(shù)據(jù)源的銷售管理工具，實(shí)現(xiàn)全球銷售團(tuán)隊(duì)之間，以及和后臺(tái)部門的協(xié)作解決報(bào)價(jià)過(guò)程中對(duì)成本測(cè)算，運(yùn)能以及儲(chǔ)能的測(cè)算所帶來(lái)的復(fù)雜性形成固定的業(yè)務(wù)模式，支撐未來(lái)公司的快速擴(kuò)張幫助進(jìn)行銷售預(yù)測(cè)和需求預(yù)測(cè)我們對(duì)中化國(guó)際物流需求的理解項(xiàng)目需求自動(dòng)化的移動(dòng)辦公全面的客戶信息管理有效的客戶關(guān)系管理整合分配銷售資源完善的訂單管理快速的服務(wù)信息反饋高效準(zhǔn)確的銷售預(yù)測(cè)全方位的報(bào)告和分析靈活的整合其他系統(tǒng)系統(tǒng)設(shè)計(jì)戰(zhàn)略打造跨國(guó)協(xié)同的銷售支撐系統(tǒng)銷售社區(qū)管理高度互聯(lián)的，基于云服務(wù)的，符合客戶為中心理念的客戶管理系統(tǒng)提升目標(biāo)支撐目標(biāo)達(dá)成促進(jìn)改善系統(tǒng)支撐大客戶生命周期管理信息透明度客戶滿意度使能運(yùn)能平衡和需求預(yù)測(cè)管理方案整體設(shè)計(jì)思想-全渠道業(yè)務(wù)支撐平臺(tái)項(xiàng)目的系統(tǒng)目標(biāo)全渠道銷售全流程追蹤管理及銷售方法論的建立銷售及流程全渠道下不同客戶信息360°視圖的集中管理客戶信息銷售及售后過(guò)程的KPI報(bào)表及儀表板的結(jié)果呈現(xiàn)。統(tǒng)計(jì)與分析增強(qiáng)售前及售后服務(wù)全流程的管理與客戶滿意度。服務(wù)及流程+Agenda

公司背景介紹項(xiàng)目需求產(chǎn)品功能

解決方案

實(shí)施計(jì)劃多租戶架構(gòu)極大地拓展了企業(yè)云計(jì)算的能力

受信的云端基礎(chǔ)架構(gòu)共享的數(shù)據(jù)共享的工作流共享的報(bào)表共享的協(xié)作共享的用戶識(shí)別共享的APICustomerSuccessPlatformServices分析社區(qū)市場(chǎng)營(yíng)銷服務(wù)銷售手機(jī)端可信的安全高可用性規(guī)模下的高性能應(yīng)用創(chuàng)新多租戶架構(gòu)銷售云銷售流程更便捷，更智能銷售過(guò)程購(gòu)買意向詢價(jià)報(bào)價(jià)協(xié)商訂單銷售流程020M15M5M銷售目標(biāo)一致，數(shù)據(jù)共享BeatQuota智能便捷的銷售流發(fā)現(xiàn)客戶贏得客戶業(yè)績(jī)?cè)u(píng)定TheSalesJourney通過(guò)銷售云贏得更多的客戶更新和共享業(yè)務(wù)進(jìn)展引導(dǎo)銷售通過(guò)銷售階段和銷售路徑為團(tuán)隊(duì)設(shè)定銷售工作區(qū)域查看完整的業(yè)績(jī)表現(xiàn)Higherwinrates+37%快速關(guān)單進(jìn)入下一個(gè)訂單及付款環(huán)節(jié)快速準(zhǔn)確的創(chuàng)建報(bào)價(jià)生成項(xiàng)目建議和合同管理收入及不同付款方式計(jì)費(fèi)通過(guò)Steelbrick輕松管理整個(gè)訂單流程Increaseinquoteaccuracy+80%個(gè)性化主頁(yè)交互式圖表跟蹤進(jìn)度集中管理關(guān)注問(wèn)題獲取個(gè)人關(guān)注的相關(guān)重要客戶信息和動(dòng)態(tài)與Outlook智能整合登錄Salesforce在任何設(shè)備鏈接Outlook通過(guò)Salesforce同步聯(lián)系人及會(huì)議邀約在Salesforce上直接保存郵件100%的云基礎(chǔ)安裝及升級(jí)銷售流程自動(dòng)化幫助銷售在正確的時(shí)間做正確的事情設(shè)計(jì)拖放簡(jiǎn)單的業(yè)務(wù)流程即時(shí)批復(fù)自動(dòng)價(jià)格批準(zhǔn)、費(fèi)用等等流程創(chuàng)建簡(jiǎn)單方便智能掌上贏得客戶使用手機(jī)完成所有業(yè)務(wù)AllyourCRMandcustomizationsProductivityappsandcustomappsNotificationplatformActionbarAvailableofflineConnectedCRMandemailRecommendedactionsDynamicschedulingAutomaticactivitylogging智能便捷的銷售流發(fā)現(xiàn)客戶贏得客戶業(yè)績(jī)?cè)u(píng)定TheSalesJourney即時(shí)的業(yè)務(wù)報(bào)告和儀表板通過(guò)自定義和可視化的儀表板，得到整體業(yè)務(wù)情況分析可以通過(guò)任何設(shè)備讀取數(shù)據(jù)即可分組分類瀏覽數(shù)據(jù)識(shí)別業(yè)務(wù)機(jī)會(huì)更好的推動(dòng)業(yè)務(wù)過(guò)濾和自定義圖表和儀表板分析客戶更具智能，更有預(yù)測(cè)性準(zhǔn)確預(yù)測(cè)團(tuán)隊(duì)得到完整即時(shí)的團(tuán)隊(duì)預(yù)測(cè)自定義適合業(yè)務(wù)的預(yù)測(cè)配額可視化與團(tuán)隊(duì)協(xié)作Increaseinforecastaccuracy+48%WaveAnalytics助力銷售成功通過(guò)銷售云數(shù)據(jù)訪問(wèn)儀表板，隨時(shí)隨地掌握業(yè)務(wù)情況掌握業(yè)務(wù)機(jī)會(huì)情況，加快關(guān)鍵交易指導(dǎo)團(tuán)隊(duì)走向滿足多樣靈活的業(yè)務(wù)需求輕松整合辦公系統(tǒng)擴(kuò)展銷售流程滿足業(yè)務(wù)需求設(shè)置自動(dòng)工作流Innovatewithtrusted,multitenantinfrastructureTransactionsperday3.6B+ERPAnySystem更可靠、更創(chuàng)新、更簡(jiǎn)便的升級(jí)

86第四季度99.99%39個(gè)主要應(yīng)用的發(fā)布零故障時(shí)間宕機(jī)可觀的交易規(guī)模872013年第一季度的交易規(guī)模達(dá)600億經(jīng)驗(yàn)證的高拓展性和功能表現(xiàn)

每季度處理的交易數(shù)超過(guò)530億API請(qǐng)求量Web請(qǐng)求量平均反應(yīng)時(shí)間公認(rèn)的性能表現(xiàn)

資料來(lái)源：2009IDC研究,“F云平臺(tái)能促進(jìn)企業(yè)對(duì)市場(chǎng)變化做出更快反應(yīng)并降低成本”每年增加3倍應(yīng)用程序創(chuàng)造更多的應(yīng)用更新速度提高4.5倍為敏捷的開發(fā)研究提供理想基礎(chǔ)加速改變的產(chǎn)生預(yù)建的應(yīng)用構(gòu)成部分更少資源消耗開發(fā)人員工作時(shí)長(zhǎng)減少94%總所有成本減少54%降低成本多租戶PaaS平臺(tái)

自動(dòng)升級(jí)多租戶機(jī)制能促進(jìn)更快速的創(chuàng)新91預(yù)集成共享的安全性統(tǒng)一的報(bào)告形式自動(dòng)升級(jí)我們的應(yīng)用程序ISV應(yīng)用程序客戶應(yīng)用程序共享元數(shù)據(jù)“多租戶機(jī)制能夠大大加速改善的實(shí)施”云架構(gòu)數(shù)據(jù)庫(kù).com研發(fā)平臺(tái)云平臺(tái)的開放接納標(biāo)準(zhǔn)92多種移動(dòng)設(shè)備兼容iPad/iPhone黑莓手機(jī)安卓多種程序語(yǔ)言支持多種程序語(yǔ)言兼容的EclipseIDE第三方生態(tài)系統(tǒng)多種整合兼容可能性SOAPAPIRESTAPIs每日2億來(lái)電F提供不同應(yīng)用程序編程接口（APIs）

94WSAPI,BulkAPI–穩(wěn)健且可擴(kuò)展(每分鐘100K條記錄)WSAPI–企業(yè)WSDL作為強(qiáng)類型.合作伙伴WSDL作為松散類型&動(dòng)態(tài)客戶ApexCallouts–從Visualforce頁(yè)面獲取外部數(shù)據(jù)WSAPI(數(shù)據(jù)復(fù)制),零件明細(xì)表序號(hào)（Callouts）,外送信息ApexCallouts&WebServices–將工作集合進(jìn)單個(gè)交易的WS電話數(shù)據(jù)加載

–增量和批處理MetadataAPI,IDE,MigrationTools–從API獲取自定義設(shè)置數(shù)據(jù)復(fù)制

–客戶輪詢制&點(diǎn)對(duì)點(diǎn)靜態(tài)&動(dòng)態(tài)客戶

–酌情選擇易用的和穩(wěn)健的應(yīng)用SOA&過(guò)程自動(dòng)化

–交易單位匹配，客戶服務(wù)UI插件

–與外部數(shù)據(jù)資源靈活的UI級(jí)集成應(yīng)用程序生命周期管理–做多重環(huán)境中管理產(chǎn)生的變化選擇方案：構(gòu)建vs.購(gòu)買

98網(wǎng)頁(yè)和其余服務(wù)APIFPaaS已驗(yàn)證實(shí)時(shí)集成集成生態(tài)系統(tǒng)與重要的中間設(shè)備解決方案協(xié)作集成工具集構(gòu)建自定義集成方案“Salesforce能夠如此簡(jiǎn)潔并容易上手使用，使我們的Oracle和Salesforce的CRM整合非常簡(jiǎn)單。

”

PowerCenter

B2B+IDQDataHub—數(shù)據(jù)集成交換平臺(tái)PowerExchangeCDCRDBMSPowerExchangeforSAPNetweaverPowerExchangeforRDBMSPowerExchange

forsalesforceInformaticaB2BISVs第三方應(yīng)用是系統(tǒng)功能加速器.通過(guò)調(diào)研，中化物流主要需求點(diǎn)和Salesforce優(yōu)勢(shì)主要需求清單跨平臺(tái)，跨設(shè)備的用戶界面，無(wú)需大量培訓(xùn)，即配即用的移動(dòng)端應(yīng)用1滿足中國(guó)企業(yè)對(duì)于跨國(guó)跨區(qū)域的銷售組織管理的要求Q12訂單管理，運(yùn)能平衡等行業(yè)個(gè)性需求Q23大客戶精細(xì)化管理Q34適應(yīng)高速拓展的業(yè)務(wù)Q45滿足銷售人員移動(dòng)辦公的需求Q5Salesforce優(yōu)勢(shì)全球超過(guò)10萬(wàn)家銷售自動(dòng)化用戶，產(chǎn)品包含大量客戶和銷售過(guò)程精細(xì)化的最優(yōu)實(shí)踐基于公有云的互聯(lián)網(wǎng)部署，全球用戶只要能上網(wǎng)就可以使用，無(wú)需昂貴且不可控的基礎(chǔ)架構(gòu)部署全球排名第一的PaaS平臺(tái)，比傳統(tǒng)技術(shù)快5倍搭建自定義應(yīng)用Agenda

公司背景介紹項(xiàng)目需求

產(chǎn)品功能

解決方案

實(shí)施計(jì)劃貨物信息即時(shí)反饋起運(yùn)出港途中到港收貨訂單管理可以在線的方式去創(chuàng)建PDF格式的報(bào)價(jià)單，PDF工單模板可以根據(jù)要求進(jìn)行配置修改和工單相關(guān)的產(chǎn)品列表工單PDF文件預(yù)覽，該工單可以直接打印或發(fā)送給客戶訂單審批提交工單進(jìn)入審批流程使用移動(dòng)設(shè)備，電子郵件或Chatter都可以完成審批操作，大大提高效率和實(shí)時(shí)性。一期實(shí)施計(jì)劃內(nèi)容概要工作內(nèi)容周期備注需求調(diào)研及細(xì)節(jié)方案1周詳細(xì)需求調(diào)研及分析（全過(guò)程可能進(jìn)行多次），并出具相關(guān)需求分析報(bào)告系統(tǒng)詳細(xì)設(shè)計(jì)2-3天根據(jù)需求調(diào)研結(jié)果進(jìn)行系統(tǒng)整體框架的設(shè)計(jì)系統(tǒng)基礎(chǔ)配置1周基礎(chǔ)信息的自定義設(shè)置工作，包括組織架構(gòu)、用戶簡(jiǎn)檔、權(quán)限等開發(fā)及實(shí)施3-5周自定義開發(fā)工作及功能測(cè)試用戶培訓(xùn)和測(cè)試2-3天關(guān)鍵用戶培訓(xùn)和內(nèi)部測(cè)試正式數(shù)據(jù)導(dǎo)入1.5天數(shù)據(jù)遷移至正式系統(tǒng)上線2-3天上線后2周內(nèi)項(xiàng)目人員現(xiàn)場(chǎng)支持，兩周后轉(zhuǎn)為維護(hù)狀態(tài)整體實(shí)施周期在2個(gè)月,實(shí)際項(xiàng)目細(xì)節(jié)，開工日期，及上線日期等具體項(xiàng)目信息需在項(xiàng)目開始前與甲方商討后確定。項(xiàng)目周期劃分概況：SalesforceServesTransportation&Logistics“TheSalesforce1MobileAppprovidesoursalesteamtherealtimepipelineandcustomervisibilitytheyrequireontheroad.”-ToddSkiles,SVPSales,SupplyChainSolutions,RyderTheCloudistheFastestPathtoSuccessEnterprise

CloudComputingFastInnovativeOpenEasyTrustedNoHardwareNoSoftwareFasterROIFlexibleAutomaticUpgradesContinuousImprovementAnyDeviceAPIFirstDataPortabilitySecureTransparentPerformanceatScaleSubscriptionModelReal-timeCustomizationsAppExchangeTheStateofLogisticsOutsourcing2015“40%ofshippersindicatedthattheirbidprocessesplaceemphasison3PLsutilizingcapableCRMtechnologies.”Keytrends:TalentshortagesNear-shoringOmni-channelOutsourcingEmergingeconomiesCRM&MobileSocialResponsibility3PLCRMSolutionsRoleintheCurrentLandscapeGrowingmarketcomplexitiesaredrivingtheneedforCRMin3PLProcessEfficiency&EngagementLaboroptimizationWarehouseturnoverIncreasedUnderstandingofBusinessPerformanceActionableinsightsHighlightperformanceissuesAnalyzecapacityDriveanewlevelofinsightHolisticViewProvidereal-timetrackingOrdermanagementtoolsforcustomerManagerialviewofbusinessPlatformforGrowthWalletshareexpansionFasteracquisitionintegrationPersonnelonboarding300%fasterSystemicprocess(manualtoautomated)MobilecapabilitiesMakingitEasyAutomatedprocesses&increasedvisibilityDrivecustomerloyaltySpend/walletshareCustomerservicecostsEmployeeEngagementExecutionClientIntimacyShareholderValueCRMBenefitsfor

3PLCompaniesIoTData

ScienceSocialMobileCloudLAN/WANClientServerSNAMainframeTerminal客戶中心的時(shí)代任何人，任何物都是互聯(lián)的

數(shù)百萬(wàn)級(jí)數(shù)以千計(jì)數(shù)十億計(jì)設(shè)備互聯(lián)客戶交互數(shù)千億計(jì)$1.9TLogisticsMarketOpportunity:InternetofThingsIoTWillTransformGlobalLogisticsInwarehousing,connectedpalletsanditemswilldrivesmarterinventorymanagementInfreighttransportation,trackingandtracingofgoodsbecomesfaster,moreaccurate,predictiveandsecureConnecteddeliverpersonnelwithsurroundingvehicleswillcreateopportunitiestomonetizeandoptimizereturntripsAnalyticsofaconnectedfleetcanhelppredictassetfailureandschedulemaintenancechecksautomaticallyConnectingtheunconnectedinLogisticsrepresentsa$1.9Trillionopportunity3PLCustomerSatisfactionintheAttentionEconomy“Don’tmakemethink,don’tmakemewait,makemecare.”CustomerEffort“…delightingcustomersdoesn’tbuildloyalty;reducingtheireffort—theworktheymustdotogettheirproblemsolved—does.”Second,actingdeliberatelyonthisinsightcanhelpimprovecustomerservice,reducecustomerservicecosts,anddecreasecustomerchurn.Ofthecustomerswhoreportedloweffort,94%expressedanintentiontorepurchase,and88%saidtheywouldincreasetheirspending.Whatexactlydoes“makeiteasy”mean?Simply:Removeobstacles.“Salesforceisallowingustosprinttosuccess”BuiltfromthegroundupwithauniquepropositiontotheRoadsideIndustry100%CloudstrategywithanITteamoftwo350%ToplinegrowthinoneyearServiceCloudenablesmanagementofcomplexserviceprocessServiceCloudprovidesunparalleledrealtimecustomerinsightincludingbackintopartnersandcustomersAlliedDispatchIncreasesGrowthby350%withServiceCloudD.ScottLibertore,ChairmanoftheBoardSolutionSnapshotWorld’slargestcontainershippingcompanylookingtosimplifybusinessprocessesandengagewithemployeesChallengesAllbusinessesintheGroupareimpactedbythecurrentlowoilpriceandloweconomicgrowth.AllbusinessesareundergoingcostsavingsinitiativesinordertoadjusttothecurrentenvironmentA“MAERSKSIMPLIFICATION”programhasbeenlaunchedtoturneverystoneandfindwaystohowthegroupcanbecomemorecosteffectiveandmoreproductiveAha!Moment(s)Salesforce1platformworkshopwithEnterpriseArchitectgroup,withTomCozzolino–AprilEBCLondonincludingPlatformwithAdamSpearing-April

Future:BuildItNowday–tobescheduledPlatformSparkwithMichaelSachsandteam–tobescheduledDecisionFactorsN/AOpportunityatearlystage:

02-DeterminingProblem,Impact,IdealSolutionFtopower“non-global”appsandreduceITbacklogFtoreplace”shadowIT”solutionsHRService&EmployeeEngagementHeroku/Salesforce1asMBaaS

ROI/SuccessFactorsN/AOpportunityatearlystage:

02-DeterminingProblem,Impact,IdealCompanySize89,000employeesIndustryShipping/LogisticsUsers>30.000ProductsPlatform+Heroku+CommunityCloudKeyCapabilitiesBusinessProcessAutomation,HR&EmployeeEngagementSalesTeam:AccountExec:PeterHjelms?

PlatformAccountExec:JonHaugen/PatrikRosPlatformSE/SE:Johan?stmannSalesforceWinThemes:NewSaleorAddOn:AddOnsalesDealClosed:Q4ForecastGoLiveDate:2016Location:GlobalLegacySwappedSystem:ORACLE/IBM/

LotusNotes/SharePoint/Excel

CompetitiveWinAgainst:N/APartnerInvolvement:N/ASalesPlay/EBUProgramEmployeesservedcompanygrowthrate$FoundedintheDanishcityofSvendborgin1904,theMaerskGrouptodayemploysroughly89,000peopleinmorethan130countriesworldwide.CasemanagementsolutionforallMaerskbrandsenablingglobalvisibilityandsimplifyingcustomercommunicationacrossmultiplechannelsDeployedin12monthsover120countrieswith6,000dailyusersmanaging~80KemailsperdayInfrastructurecostscutsignificantlybyreducingtimetoserveandcall/emailvolumeLargestServiceCloudimplementationoutsideoftheUSMaerskLineLaunchesGlobalCaseManagementIndustry:Transport/WarehousingSegment:Commercial

MaerskLine–A.P.Moller-MaerskSalesforceConfidentialCHALLENGESOLUTIONRESULTSCOMPANYOVERVIEWMaerskLineistheglobalcontainerdivisionleaderandlargestoperatingunitoftheA.P.Moller–MaerskGroup,aDanishbusinessconglomerate.Itisconsideredthelargestcontainershippingcompanyintheworldbyrevenueandemploysapproximately25,000peoplewith345officesinover125countries.MaerskLineoperatesover600activevesselsandhasacapacityof2.6millionTEU(Twenty-footEquivalentUnits),movingover2millioncontainerseveryyear.Thecompanywasfoundedin1928.LOCATIONGlobalCOMPANYSIZE25,000EmployeesINDUSTRYShippingCOMPETITORN/ASOLUTION(S)ServiceCloudFIRSTACTIVE:09/02/2015COMPANYPROFILEThegroupneededtoimplementaworldclasscustomerservicesolutiontoreplacethecurrentlocalvariationsofemailcasemanagementTheyrecognizedthattheircustomersfacedanumberofservicechallenges:DelayedresponsesandinconsistentserviceclarityLackofvisibilityonraisedissuesRarelyreceivenotificationswhensomethinggoeswrongwiththeirbookingandfacerecurringissuesInternalchallenges:Lackedaclear(cross-functional)ownershipofcustomerissuesNovisibilityofissuesreceivedandtheirstatusNostandardprocessforproactiveandreactiveissuesolvingWithanestimated80k

emailshandledperday,Maerskisamongthetoptenorganisationsgloballyintermsofquery/communicationvolumesTheCaseManagementapplicationreducesinfrastructurecostbyreducingtimetoserveandcall/emailvolume.

Theprogram’svision

istoenableglobalvisibility,transparency,andoneglobalprocessthroughouteachMaerskbrand.Thenewcasemanagementprocessandapplicationwillbeusedbycustomerserviceagentsinover120countriestosimplifycustomercommunicationacrossmultiplechannelsandultimatelyallowMaerskLinetoleveragetheircustomerserviceofferingasakeystrategicdifferentiatortosupportthelong-termvisionofprovidinganeffortlessB2Bcustomerexperience.Over6kdailyusersestimatedthroughoutallMaersklocationswithover80kemailsperdayAsemi-AgiledeliverywithCRPSaaSmethodologytodrivequickresultsinPhase1Alongsidethecompletionoftheglobalroll-outofthefirstphaseofwork,wearenowdiscussingnextstepstofurtherthevision,includingadditionalusergroups,contactchannelsandareasofSalesforcefunctionality.Theprojecthasinvolvedthedeliveryofaharmonisedprocessframeworkforcustomerserviceagents,supportedbythelargestglobalimplementationofSalesforceServiceCloud,outsideoftheUS.Theworknotonlycoveredtheprocessandtechnologydesignanddeploymentbutalsotheassociatedbusinesstransformationactivities,includingstrategyandchangemanagement.Accenture’sspecialistshaveworkedalongsidededicatedprojectmembersfromSalesforceandMaersktotouchover120countriesacrosstheworldandimpactaround7,000staff(acrossCustomerServiceandSales).ThedeploymenthasbeenextremelysmoothandMaerskisreceivingverypositivefeedbackfromcustomerserviceandsalesstaffalike.Wearedeliveringagainstthestrategyofimprovedcustomerandcolleagueexperience,throughenhancedvisibility,qualityandresponsivenessacrosstheglobalbusiness.GlobalCaseManagementDeliveryNOTES1pilotand5majorreleasesdeliveredon