The rise of SaaS and cloud based business services have in effect killed the dinosaurs of the software consulting industry. Introducing Bluewolf Beyond.

1. Managing Your Business
Through Change
Introducing Bluewolf Beyond
The Agile
Enterprise

2. The Agile
Enterprise
Managing blinding, pace to help companies increase
Salesforce.com operational efficiency. Waterfall consulting “The disruptive force
of SaaS created an
firms, which advocate taking slow,
for Change methodical steps, are not suited to manage
the rapid and easy cadence of change opportunity for a new
executive summary promoted by SaaS. Nor is the waterfall breed of consulting, and
an increased focus on
Until recently, the software consulting approach a match for businesses seeking
fast results, value, and flexibility from their
customer success has
industry was almost entirely filled with
consulting partner.
dinosaurs. Many of the outside firms
that helped companies acquire, design, Today’s SaaS solutions are quickly adaptable
been a direct result.”
implement, customize, and manage and evolve to individual business processes Marc Benioff
software were slow and expensive. They like never before, enabling companies to CEO salesforce.com,
were often likely to deliver outdated results increase productivity and profitability. This from Iterate or Die
by the end of their engagements. Moreover, white paper describes a new consulting
the same consultants would typically model, one that is as fluid and flexible as the
maintain the same system they designed. SaaS applications they support. By leveraging
Complex business applications that this new, agile approach, companies can
promised to revolutionize how business was ensure their new business applications
conducted required teams of professional grow along with them and continually
consultants to drive lengthy requirements evolve to meet changing business and user
and customization phases. This model requirements. This paper also explains the
(often referred to as the waterfall consulting benefits of investing ongoing in managed
model) led to a cycle where companies support services such as Bluewolf Beyond
made huge financial investments in building for Salesforce CRM, a cost-effective solution
overly complicated systems, that by the provided by Bluewolf (the company that
time they were delivered, were often literally wrote the book on agile consulting).
irrelevant and outdated.
The rise of SaaS and cloud based business market evolution
services have, in effect, killed the dinosaurs. In today’s fast-paced, Internet-driven
These new breeds of technology empower economy, businesses must continually
companies, freeing them from the embrace the new value offered by next-
complications and drawbacks of custom generation network infrastructure and
development and bloated, expensive applications. Companies making any
enterprise software packages. SaaS investment into critical business process
applications are updated with new features or customer relationship management
and functionality at a regular, almost (CRM) solutions must continually evaluate
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3. and fine-tune their applications in order to annual subscription charge. Because the
improve their business methods. Only then applications are hosted rather than installed
can they offer their employees the solutions on premises, there is no infrastructure
that empower them to work faster and more to maintain. Just as importantly, SaaS
efficiently while remaining competitive in vendors enhance their products frequently
a market in which business innovation and in response to changing market and user customer highlight
constant evolution is essential. requirements, eliminating the need to ensure Headquartered in southeast
applications always remain up to date. Michigan, Macquarie provides IT,
Unfortunately, companies often lack the medical, and capital equipment
time, budgets, and staff to regularly reassess leasing, plus service for every
their business applications and add new “SaaS solutions require no stage of the IT life cycle — from
initial costs for hardware
asset planning and upgrades
features and functionality. Moreover, many
to re-marketing, online asset
or software, only a more
do not have employees with the specialized
management, technical and
skills to maintain and enhance new emerging
affordable monthly or annual
strategic advisory services, data
business systems. Managers tasked with destruction, and disposal.
supervising CRM solutions frequently come
subscription charge.” challenge
from the business side of the company, not
Staffing changes at Macquarie
from IT, making it a daunting task to learn
created an immediate need for
the complexities of a new technology. Even The best SaaS solutions are dramatically Salesforce administration support.
if employees have the expertise, they might more cost-effective and simpler to maintain
not have the time to spend away from their than custom or off-the-shelf software strategy
core responsibilities to do an effective job. After losing its internal Salesforce
installations, yet many businesses have
administrator, Macquarie chose
The rapidly changing pace of technology discovered that it is not sufficient to simply
Bluewolf Beyond to drive application
posses challenges for companies at every implement SaaS and hope for the best. Many innovation more effectively at a
size, even testing the ability of the biggest companies find that they must perform lower cost than staff replacement.
of enterprises to keep pace. some level of maintenance, training, and
results
user support. They often need to adapt
Bluewolf Beyond streamlined
the solution to fit the needs of individual
finding an answer system level changes to Macquarie’s
users and business divisions. For example, instance of Salesforce and deployed
The promise of next generation business company sales territories often change on a enhancements that have improved
applications enable companies of all varieties regular basis, mergers and acquisitions can business insight, employee
and sizes to utilize first-class, proven add new organizations and employees, and productivity, and customer
business applications, while allowing them communication. Bluewolf Beyond
new product line-ups can add a multitude of
freed Macquarie to focus on its core
to avoid the headaches and expenses of new database entries. business and mission — to support
custom development, deployment, and
customers and give answers with
management. SaaS solutions require no A business can support its SaaS application ever increasing accuracy and speed.
initial costs for hardware or software, internally, since leading solutions such as
only a more affordable monthly or Salesforce CRM are simple to understand
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4. Bluewolf’s Four Laws of Consulting Economics From ‘Iterate or Die’
1) Projects don’t matter, results matter
2) A successful business process trumps cool technology
3) Iterate or Die: businesses that do not change quickly will not survive
in highly competitive, highly dynamic markets.
4) Software consulting (and services) is the process of helping companies
improve performance, taking advantage of new technologies to automate
tasks for the purpose of achieving specific results.
and use. Salesforce.com also provides all an unforeseen need arises, and often will
the tools and assistance necessary for require a separate service engagement.
customizing, making it easy to tailor the
solution to fit individual business needs.
Even so, companies still require dedicated
A New Style:
personnel to learn and manage the Agile Consulting Model
application, and that is an expense many Businesses that choose to implement SaaS
are unwilling to bear. solutions would be better supported by a
partner with a consulting services model
Another alternative is to hire an outside
that ensures applications continue to evolve
vendor to support the application. However, in the same manner as the SaaS solution
companies should resist choosing among itself. The new model of consulting reflects
traditional IT consulting firms (the dinosaurs) one where consultants are deeply invested
which typically lack the flexibility and cost- in the customer’s ultimate success. Such
effective engagement model to support SaaS consultants are invested not only to help
applications on an ongoing basis. customers keep business applications up and
running, but to also ensure businesses are
As noted previously, traditional technologists
leveraging applications more effectively to
trained in the waterfall method follow a
gain deeper value and return.
slow, highly ordered approach that is not
conducive to SaaS. Legacy consulting firms Technologists who follow this approach
typically require expensive and lengthy are called agile consultants due to their
service engagements, which focus on flexible, open approach to support and
a single issue or project. Many will not development. These consultants incorporate
quickly change the scope of a project if adaptive planning and practices that actually
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5. At a Glance:
Business Challenges Benefit
Benefits of Agile
Supplements or replaces dedicated IT staff with highly experienced Consulting
Need to reduce or personnel, providing complete support for less cost; provides expert staff
eliminate IT staff with the high skill level that even large enterprises might not have the time
or resources to develop.
Need to boost Frees in-house staff to focus on activities that improve the business rather
employee productivity than IT issues.
Enables customer service staff to respond to customer requests faster due
Need to improve to improved application functionality; agile consultants continually and
customer service pro-actively optimize applications to better serve business processes such as
order processing,
Need to update best practices
Agile consultants make it their mission to keep current with industry best
regularly and ensure standards
practices and standards and rapidly institute them for their clients.
compliance
Need to ensure company
Applications and employee use patterns and processes are evaluated on
business practices constantly
a continual basis and enhanced regularly to streamline productivity and
evolve to meet ever changing
business processes.
user and business requirement
Need to react quickly Functionality and features are fine-tuned in market time in response to
to market conditions fluctuating changes in the business.
encourage change. Agile consultants A typical agile consulting program bluewolf leadership
continuously evaluate the client’s SaaS remains open-ended so that the Bluewolf cofounders Eric Berridge
solution, apply regular refinements, and infrastructure can evolve organically to and Michael Kirven are pioneers of
agile consulting, having created the
continually look for new ways to help continually improve the way the business company in the aftermath of the
customers improve the application. operates. The stakeholders decide new dotcom bust. Today, Bluewolf is
goals and work on them in short, regular the leading and world’s largest
Agile consultants also follow simple provider of professional services for
intervals (often as short as a few weeks)
guidelines, exert light rather than heavy on-demand software applications.
control, and communicate among team and then choose new ones at the end of the Their book, Iterate or Die,
cycle. Perhaps most importantly, revisions Agile Consulting for 21st Century
members and clients often. Continuous
Business Success, is widely
collaboration, teamwork, and transparency can be made at any step of the process.
recognized as a key authority and
are hallmarks of agile consulting, unlike Because cycles are short and consultants reference in the field.
the waterfall approach. Moreover, clients are flexible, it’s simple to make evolutionary
remain active participants in the agile changes to the business application being
consulting process every step of the way. supported on short or sudden notice.
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6. Management Development Other Services offerings
• System set-up, customization, • Custom Apex/VisualForce • Refinements/enhancements
and maintenance development • Remote administration
• Administrator support • Business system integration • Release management
• Platform support and • Data cleansing and management and governance
release management • Asynchronous JavaScript • Custom application
• Proactive system review and XML (AJAX) development development and support
and recommendations • AppExchange solution • AppExchange support
• Training and re-training deployment • L1, L2, L3 help desk support
• New Salesforce.com functionality
deployment (from new releases)
added benefits of engagements or a dedicated IT department
agile support services can now obtain highly trained technology
consultants at an affordable budget level.
For companies committed to investing
in business applications that continually Moreover, agile consultants offer a depth
evolve, an agile consulting firm can of application knowledge and hands-on
provide additional value through flexible experience that even the largest enterprises
maintenance programs and/or growth could not afford to implement themselves.
plans. Depending on the goals and needs Agile consultants offer their customers
of a company, agile support services can access to teams of people, with different skill
either replace dedicated in-house staff sets, all honed with the latest training and
or supplement the team, improving staff whose experience has been proven working
productivity and an organizations ability to with other customers in real scenarios. The
make improvements that help the business. agile approach frees companies of all sizes
to focus on core business issues since the
Services provided by agile consultants can consulting firm takes over support of the
replace the costs and efforts of maintaining applications and/or systems and services.
dedicated staff with a predictable monthly
service fee. A single service level agreement
(SLA) supplants traditional statements of bluewolf — a history of
work (SOWs) or multiple detailed contracts agile consulting
for individual service projects. Large Bluewolf has continually led the charge with
companies can reduce the risk of over or an innovative, agile approach to consulting.
under-hiring technical staff, while smaller One area of consistent innovation for
companies that could ill afford big service Bluewolf has focused on agile consulting
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7. services for Salesforce CRM. Through a to meet user and business needs. Clients
combination of professional consulting receive an allocation of ongoing monthly
services, and its Bluewolf Beyond for hours that they are free to use as they
Salesforce CRM program, Bluewolf offers see fit. For example, a company may ask customer highlight
Based in New York City, Dow Jones
Salesforce CRM customers expert advice, Bluewolf to spend 50 percent of its allotted
& Company is a leading provider
guidance and a commitment to success. time on maintenance and the rest on of global business news and
custom development. However, clients can information services and
Bluewolf delivers that high level of also change the amount of time spent on a subsidiary of News Corporation.
service via its Bluewolf Beyond program, individual services at anytime.
a comprehensive solution that challenge
Dow Jones needed ongoing
minimizes businesses involvement in
ongoing salesforce.com maintenance conclusion development support in the face of
employee layoffs for its advanced
and management. With IT staff, corporate departments, and salesforce.com implementation,
budgets under greater pressure than ever which ties together advertising sales
In fact, Bluewolf Beyond for Salesforce and delivery teams in 17 divisions
before, now is the time to adapt business
CRM is the only program available that and 4 websites, and unites multiple
processes to become smarter and leaner.
offers advanced administrative support business systems.
Bluewolf’s agile consulting services and
plus custom application development
Bluewolf Beyond program represent an strategy
for salesforce.com — all within the same
important opportunity for companies Dow Jones augments its IT staff
service agreement. with Bluewolf Beyond, which
to make real progress towards that
assists with system standards,
With Bluewolf Beyond, businesses gain a objective. Together these programs offer
best practices, quality control,
single point of contact who resides within comprehensive, cost-effective solutions and ongoing maintenance of its
the U.S. to help plan and coordinate all that can help companies evolve and grow. salesforce.com application.
changes to the salesforce.com application, In today’s business environment in which
companies need to anticipate, expect, and results
and a team of experts provides proactive, Bluewolf fully integrated the
day-to-day maintenance and/or application plan for change, businesses cannot afford
organization’s print and online
development, as well as special requests and to let business applications sit idle. Only divisions resulting in a 360 degree
through embracing the next evolution or customer view, improving service.
ongoing case resolution.
wave of technical innovation can companies The solution eliminated the loss
During each engagement, the client’s ensure their ability to become increasingly of intellectual property by
centralizing data in a web-based
instance of salesforce.com is customized competitive and successful.
system. Administrative time
needed to manage customer data
diminished, leading to improved
sales force productivity and higher
revenues. The time it takes IT staff
to evaluate and generate new
development projects decreased by
approximately 75 percent.
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8. why Bluewolf Beyond? Call Today! 1-866-455-WOLF
or +44 (0) 118 937 1059
Since opening its doors in 1999, Bluewolf has partnered on more than 2,000
Salesforce implementations and over 500 business system integrations. about us >
Bluewolf is your guide on the journey to
enterprise agility. We partner with clients to
sync business and IT to create a new level of
business responsiveness. From cloud enabled
customer life cycle innovation, to IT staffing,
to agile managed services, Bluewolf knows
how to get your business to the next level of
innovation. Our clients include Time Warner
Cable, GlaxoSmithKline, ADP, Dow Jones &
Company, United Way, Chevron and more.
B R E A DT H O F
S E R V I C E S LO W E R S
RISK
FLEXIBLE REDUCES
S PE N D I N G
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