You are on page 1of 28

Salesforce Services

Agenda

Corporate
Overview

Services
Capabiliti
es

Services
Overview

Technical
Expertise

Clientele/
Partners

Engagem
ent
Model

Success
Stories

Corporate Overview
Premier information technology services
organization with headquarters in Irving, Texas
and a global delivery center in Hyderabad
Over a decade of experience helping clients
utilize technology for strategic advantage
Over 230 employees across the US and India
Strategic alliances and partnerships with a vision
to provide cutting-edge technology with highquality delivery
Trusted technology partner for global clients
spanning several industries

Services Overview
Advisory Services
Implementation
Services
Integration &
Migration
Support &
Maintenance
Offshore Services
Resource Services
Google
cloud

User Adoption
Training

About Client
Portfolio Overview
Enterprise Systems Landscape
Current & Future SFDC Needs
Priorities for next fiscal
Vendor Management Process

KAIROS SALESFORCE.COM

We
Provide

Connected
Solutions &
Process
oriented design .
Devise unique
Solutions for
challenges.

Increase Brand
Loyalty.

Increase
Revenue
Growth &
Improve
Return on
Investment.

KAIROS
ECO
SYSTEM

Increase
Customer
experience.

Enable
Customer
intelligence.

Improve
collaboration
between
communities.
Increase
ranking
through voice
of customer.

Improve
employee
performance.

Our
Solutions
Sales
Cloud
Servic
e
Cloud
Marketi
ng
Cloud

Portals
,
Mobilit
y

Integratio
ns &
Interfaces
Platforms
&
Custom
Applicatio
ns

Analytic
s
Communiti
es

Chatte
r

Security
&
Migratio
ns

Services & Engagement


Model
Advisory
Architecture
Application
Development
Application
Management
Engagement Model ( On-Site, OffSite, Off-Shore)

Managed
Services

Fixed Price

Time and
Material

Integrations &
Migrations
User Adoption & Training

Kairos Approach /
Framework
UI/ Usability
USER
EXPERIENCE

GUI Toolkits

Migration &
Business
Transformation
Solutions

Strategy.
Roadmaps,
Standards

Design,
Development &
Deployment

Integrations

Solution &
Strategy

Security

Desig
n
Fram
ework

Migration
Tool kits

Developm
ent
standards

Connected
Clouds

Process
Oriented
Strategy

Data
Security

JS
Frameworks

Mobility

Process Analysis
Framework

Application
Framework

Integrated
Strategy

Platform
oriented
Strategy

UI Widgets

Application
Analysis Tools

Security,
Connectivity,
Accessibility
Approach

Connected APIs

Adoption kits

Integration
Migration
Solution
tools
Framework

Training

Managemen
t
&
Deployment
Tools

Cloud to Enterprise

Consumer/Customer/
Enterprise oriented solutions

Applicatio
n Security

Visual Design

SSO Frame
work

Business Transformation/
Application Transformation

Authorizatio
n Frame
work

KAIROS SFDC CoE


PROFILE

VISION

The best value provider of cloud eco system services and solutions that are
usable, realistic, innovative, motivated, consistently followed, measured and
communicated solutions"

Our
Implementation
Experie
experience since 2010
nce for over 30
30+ projects
clients
Salesforce, Cloud and
Cloud Eco System.

Services
Offered
End-to-end

offerings
Advisory, Strategy
and Roadmap

Migration &
Assessment

Peopl
125+eactive Consultants

in engagements

65+ Salesforce & other


certified consultants

Implementatio
n & Integration
Application
Management
User Training

Allianc
Implementation
& ISV
e

partnership with
Salesforce
Go-to-market and
business development
Implementation &
Integration partnership
with Insideview

Key
MoneyGra
Clien
m
ts
Jasons

Deli
Dr.
Peppers
Essilor
Buffalo

American
Airlines
TJ Wesnidge
Beryl Health
Intrawest
Nokia

Expert
Functional
Areas : Call Center, Sales, Marketing, Supply
ise

Chain, Demand Management, Finance, Accounting,


Analytics
Industry : Transportation, Insurance, Telecom,
Manufacturing, Retail, Automotive, Life Sciences,
Entertainment, Food & Loyalty
Assets: 5+ Assets, 9+ partner products
Project/Activity management, Quoting Solution, UI Tools

Kairos - Key Differentiators


Strong Governance Structure
backed with

Executive commitment to all stakeholders

PRINCIPLES

Business & Industry know-how

We Commit,
Collaborate &
Communicate with
our customers

Resources with strong experience in


various industries & business verticals to
leverage experience in functional and
technology landscape from past projects

Technology Leadership on a
wide range of
platforms

Breadth and Width of Experience in


Implementing and Maintaining Salesforce
Applications
Experience in Implementing and
Supporting B2B and B2C cloud
applications
Strong Salesforce integration experience
with wide range of technical solutions
Long standing alliances with various
product vendors in the CRM, BI and Cloud
space

Continuous focus on cost


efficiencies through continuous
process improvement

Flexibility and transparency in


all aspects of engagement

DESIGN &
DELIVERY
PRINCIPLES
We see that
our structures,
processes,
and systems
support
the Customer
Needs.

DIRECTION/VISION
... The best value
provider of cloud eco
system services and
solutions that are
usable, realistic,
innovative, motivated,
consistently followed,
measured and
communicated
solutions.

BUSINESS
CAPABILITIES
I understand
what our customers
key differentiating
short-, mid- and
long term
requirements are.

STRATEGY &
STORY
We
understand what
our customers
Needs &
Strategy means
to Kairos.

Experience
Ecosystem
ECOSYSTEM

Noki
Sales Cloud,
a

Beryl
Salesforce Intranet
Health
application (Notes
to SF). Call center
App

Legal, Chemical
& Hi-Tech

Cloud , Loyalty,
Quotes to Cash
and Products

Finance &
Accounting

B2B
B2C Sales. Pre-Sales

KAIROS
Back office,
HR, Contracts, -

Salesforce.com
Marketing,
Force.com
Collaboration
Cloud Eco System
Integrated Clouds
Analytics

Supply Chain/ Care, CRM, Service


Demand Fulfillment
Loyalty

Consumer Goods & Retail

Partner Portal,
Siebel
transformation,
SAP Integration

Harris
Broadcast,
Sales
& Service
Intrawest

Jasons
Deli
Data.com API

EXTENDED
ENTERPRISE

Consumer
Community
Loyalty
Management

Armstron
Custom Quotes,
g

Sales Application,
Migration from
Sales Logix

Troy
Manufacturing
Wesnidge

operations,
Supply
chain,
Inventory Solutions

Some of our successful case


studies
Servic
Servic
e
Cloud
Migrate from
Siebel to Sales
BenefitsForce
from latest
technology
Savings Integration
solution
Improved customer/
employee satisfaction

Chatte
r
B2B RETAIL PORTAL
Retail Collaboration
Savings from
coordination
Proactive
management

e
Cloud
End to End
Service
Management

Call Center &


Service
Management
Automation
Self-service
enablement

Sales
Cloud
Direct Sales
Management
App Exchange
Custom Apps

Partner/Employee
Collaboration enablement

Chatte
r

Communities & Chatter


Partner
collaboration
Internal
collaboration
Partner
empowerment

Servic
e
Cloud
Interfaces &
Integrations
Interfaces
Sales
Force, &
SAP,
Integrations
People
Soft, Oracle
Asset Management &
Custom Applications
Savings from
Thousands of hours
of manual work

Sales
Cloud
Intranet
Savings from license
fees
Employee
satisfaction

Sales
Cloud
Sales Cloud/ HR
App,
Back-office
Apps

Centralized
information
Internal & External
collaboration
Streamlined
processes
Savings from
automation

Direct Sales Process Sales Cloud

Sales
user,

Proposal
Sales
Users
Distributors/ Resellers/
Service Providers

Campaig
ns

IST
Leads

Opportu
nity

Sales
User

Salesforce

Leads

Trigger
Create
Create

Qualify
Qualify

Nurture
Nurture
Unqualified
Unqualified

Opportuni
ty
Managem
ent

Prospecting
Prospecting

Qualificatio
Qualificatio
n
n

Open
Open

GO/No-Go
GO/No-Go
Sales
Sales Director
Director

Discovery
Discovery
Analysis
Analysis

Proposal/
Proposal/
Price
Price Quite
Quite

Eloqua & Marketo

Email Campaigns
Closed loop marketing
Web Campaigns

JOB
ORDER

Won
Won

Submission
Submission
// Decision
Decision

Proposal

GO/No-Go
GO/No-Go
RFP
RFP
Director
Director

GO/No-Go
GO/No-Go
Gist
Gist
Lost
Lost

Negotiations
Negotiations

Contract
Contract
Review
Review

GO
GO --- SUB
SUB

Submitted
Submitted

No
No -- Go
Go

Sales Cloud Sales


Management
Lead to Quote

Territory Management
Global
Region
1

Region
2

Account

Region
3

Region
3

Campaig
ns

Sales Teams
Account Teams

Quotes/
Proposals

Opportunity

Leads
Lead
Conversion

Contact

Leads

Quote to Cash

Opportunities/ Deals/ Quotes


Opportunity

Forecasting

Forecasting
Pipeline
Forecastin
g

Revenue
Forecastin
g

Collaborat
or
Forecastin
g

Demand
Forecastin
g

Supply
Forecastin
g

Contrac
t

Quote

Configure/
Configure/
Price/
Quote
Proposals
Proposals

Contract
Contract
Managem
Managem
ent
Agreemen
ts
ts

Revenu
e

Revenue
Revenue
Managem
Managem
ent
Revenue
Splits
Splits

ERP

Communities and
Cloud
Communitie
s
(Partner/
Customer/
Employee)

Sales
Cloud

Service
Cloud

Listen
&
Analyz
e

Collaborate

Force.co
m
Platform
Connect
& Sell

Marketing
Cloud

Service
&
Engage
Ideas
&
Engage

Chatt
er

SALESFORCE SERVICE CLOUD - CRM


Knowledge/
Knowledge/
Articles
Articles

RMA
RMA

Salesforce

Oracle

Manufacturing/
Repair centers
RMA
RMA

Orders
Orders

Repair DB
Assets
Assets
Manufacturing
Manufacturing

SAP

Entitlements/
Entitlements/
Agreements
Agreements

Case
Case
Management
Management

Entitlements
Entitlements

Verizon
Verizon (VCC)
(VCC)
Telephony System
Telephony
System

Verizon
Verizon CTI
CTI -Softphone
Softphone

Asset
Asset
Management
Management

Biztalk
Interface
Case
Case

Assets
Assets

ORACLE

Informatica

Rest
API

On-process
On-process Return
Return
Tracking
Tracking

Peoplesoft

Informatica

Case Management

Repair
Repair // Return
Return
Process
Process

Repair/RMA Management

Bug
Bug
Syst
Syst
em1
em1

Contracts
Contracts
Informatica

Business Challenges
Outdated Siebel CRM (Unsupported version)
Broken
Broken Service,
Service, Repair
Repair and
and Entitlement
Entitlement Management
Management
processes
processes &
& Solutions
Solutions
Operational,
Operational, Process
Process and
and Data
Data inconsistencies
inconsistencies causing
causing
revenue
revenue and
and efficiency
efficiency drain
drain
Lack of partner/customer portal

PEOPLESOFT
Solution

Retur
Retur
n
n
Mater
Mater
ial
ial
Autho
Autho
rizati
rizati
on
on

Asset
Asset
s
s //
Oracl
Oracl
e
e

iframe

Oracle
Oracle Ebiz
Ebiz
-- Service
Service
Order
Order
Interface
Interface

Solution
Business
Business Entities
Entities Contact,
Contact, Account,
Account, Cases,
Cases, Repairs,
Repairs, Entitlements,
Entitlements,
Agreements, Assets and Knowledge
Repair integration with Repair entities, Manufacturing entities, Oracle
rd Party repair tracking company
asset
asset master
master and
and 3
3rd
Party repair tracking company
Case, Collaboration, Service Cloud for partner and customers, self-help
portal,
portal, entitlement
entitlement management
management
Salesforce Chatter
Chatter implementation
implementation
Call
Call center & Telephony Integration
Salesforce Chatter implementation
Data
Data migration
migration from
from Siebel
Siebel to
to Salesforce.com
Salesforce.com
Integration
Integration using informatica between other back office and corporate
systems
systems

ALESFORCE CRM ASSETS/ REPAIR/ RMA


Asset
Management
Management

Entitlements/
Entitlements/
Agreements
Agreements

RMA
RMA

Service Cloud
Asset
Asset Management
Management for
for Service
Service Cloud
Cloud

Master Data

ORACLE/
ORACLE/ PS
PS
Orders

DirectSALESFORCE
Customer
SALESFORCE
4
Close-loop process

Missing
1 Assets to CRM
-Assets/ Shipment/
-Repair/Replacements

Business Challenges
Broken business process & technical solution
Lack of service oriented architecture approach
Business silos causing information duplication and stale
information track
Lack of communication between internal and external
systems

MFG
3

MFG
MFG
MFG
MFG
MFG
MFG
MFG
MFGMFG
MFG

Assets Closed loop approach

Solution
Business Entities Service, Orders, Manufacturing, Repairs &
Shipping
Closed-loop assets approach for service cloud
Centralized and Integration assets (In-stock, Installed and Inrepair) tracking
Inventory management system integration
Repair & Manufacturing center integration
Centralized asset management through integrated approach

SALESFORCE PARTNER PORTAL


Single Sign-on
Partner
Sales Portal User

Sales Portal
Leads
Chatter

Opportunities
Content
Articles

Identity
Provider

Training
RSS

Corporate Employee/
Customer Directory

RSS Feed

Google Ajax Feed API


Subscribe & Unsubscribe
Training Portal

Employee
Sales Portal User

External Training Portal


Learning Center
Certifications

Partner Portal implementation for major telecommunication company. To accommodate Leads, Opportunity Management,
Deal qualification process, Training/Learning access, Content Management capabilities.

Single Sign-on Internal identify provider and corporate Customer and Employee Database

Enterprise and External RSS feed for user

Training and certification portal access using SSO Information exchange between systems to validate the partner
accreditation

Leads & Opportunity self-management for partner users.

Sales, hr, recruitment, professional


services
& contract management
Oppo
Oppo
rtuni
rtuni
ty
ty

Job
Job
Orde
Orde
rr

Acco
Acco
unt
unt

Cont
Cont
racts
racts Cont
Cont
Place
Place
racts
racts
ment
ment
Cand
s
Cand
s
idate
idate

Accoun
Direct
t

App 1099 Contractor Agreement

Oppo
rtunit
rtunit
y
y

Staffing
Managed
Vendor
Ship
Fixed
Fixed
Not
to

Not to
Excee
Excee
d
d
T&M
T&M

Placeme
Servi
nt

ce
Provi
Contract
derContract
Types
Types
MSA
MSA
PO
PO
SOW
SOW
Docume
Docume
nt
nt Types
Types

Accou
In-Direct
In-Direct
nt

1099
Corp-to-corp
W2
Rest (W2) Candi
Candi
Team
date
date

Box.com
Docusign

ob Science AppExchange
Manage
Inquires, Interviews, Resumes, Placements
d
Contract Management Custom Application

User
User

Projec
Projec
tt

Direct Sales Management Professional Services


Projec
Projec
Log
Log
tt
Salesforce Sales Cloud
Resou
Milest
Resou
Milest
rce
one
Recruitment for engagement External and
rce
one
Internal Resources Salesforce AppExchange App
Weekly
Opportu
Resour
Weekly
Opportu
Resour
Time
Time
Time
nity
ce
Time
Job Science
nity
ce
Project
Project
Contract
Task
Contract
Task
Card
Resource Management - Salesforce AppExchange
Card
Weekly
Weekly
Expen
Expen
Expens
Expens
se
App Job Science
se
e
e
Project
Project
Contract Management Salesforce custom
Card
Card
application
Project/Activity and Time/Expense Management
Project/Program Management Salesforce custom
application

B2B RETAIL
Community
Self
registration

Content
management

Person, user and company data


management
Profiling content per country,
restaurant chain, segment and user
Authorization data management

System
management

Content creation and publishing


Web offering management

Identity
management

B2B Retail portal

Login

Mobile Devices

Retail KPIs

Metrics

Retail
Comms

QlikView Reports:

News

Sell-out data
(value and
volume)

Events

Chain Traffic
Basket Analysis
360- degree
View of
Customer

Newsletters
Downloads
Product info
Marketing
material delivery

Franchise
Academy

Rewards
Sales registration
Service Calls
Training, survey etc
registration
Claim rewards
Leaders Board
Point status

Store Level
Rewards
Guidelines

Translations
Solution usage metrics
Performance metrics

Survey

POS
material
ordering

In-store, Onthe-job &


Classroom
trainings

Surveys that are


integrated to
portal UI

Catalog

Certification
programs

Survey creation
Survey delivery

Self-mgmt of
learning

Integraation
with POS
System

Tracking
learners
scores

Delivery of elearning
content

360 Degree
View of
Franchise

Data gathering
Reporting

Order
management

LESFORCE SOA & INTERFACES/INTEGRATIONS


SALESFORCE
API

Eloqua

External
System

Web Service API


Publish & Subscribe

Campaigns/
Leads
Opportunities
Quotes
Renewals/
Service
Requests
Repairs

Customer

Message Emails
Or
Salesforce to Salesforce

Repair Status

SAP
ETL based Message Transfer (Ex: Informatica)

Asset Master Oracle


REST API
Shipping &
Delivery
Outbound Messaging
External
System
Peoplesoft
CRM (RMA)
View into Peoplesoft CRM using either iframe or SSO

Service Oriented flow of application components, Data and User Interactions


Accommodating business process flow
Business Service transition using integrations, single sign-on. API calls, Messaging, Batch
integrations, iframe, AJAX calls.
SOA within Salesforce boundaries
SOA utilizing systems within business solution ecosystem.

Salesforce & Integration


Microsoft
Great
Plains

Google
Apps/
Amazon
Web
Services

Informatica/
Dell Boomi
and Other
ETL

Social
Networking App
Integration
(Linked In,
Facebook,
Twitter)

Ruby on
Rails
Apps
SAP ERP

KAIROS
SALESFORCE
INTEGRATI
ONS

RDBMS
Systems
Integrations

PeopleSoft
Apps

Mobile Apps
Integrations
Goldmine
CRM,
Dynamics CRM

Kairos- Salesforce
Certifications

62

18

42

15

2
0

NEXT STEPS

DISCOVER
Y SESSION
NDA
ENGAGEMENT

PROPOSAL
S&
AGREEMEN
T

PROJECT
PLAN
(AGILE OR
WATERFALL
)

COMMUNITIES & CHATTER


Alumni Community

Student Community

Donor Community
Employee Community

Salesforce Cloud

Resource Relation
management

SSO & Security


Integration
Chatter

Employee/PS Admin

Activity,
Communications,
Email conversation

THANK YOU