Learn from one of the world's largest retailers best practices for creating enterprise integration strategies. Target's Service Reinvention project consolidated key service processes into a single service hub powered by Salesforce. This ambitious project resulted in a robust, simplified and effective service experience. Target will share best practices for developing integrations within a large Retail enterprise and discuss how these integrations have had a positive impact on their service agents, team members and guests. Watch the video: http://bit.ly/1KmApF1

1. Target Shares Best Practices
for Enterprise Retail Integration
Jason Hendrickson
Thomas Wilson

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Target: Best Practices for
Enterprise Integration
10:30am - 11:10am
George Zimmer Unveils
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12:30pm - 1:10pm
Build Customer Loyalty with
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3:30pm - 4:10pm
Macy’s Creates a Digital
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3:30pm - 4:10pm
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Shopper Engagement with
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8:30am - 9:10am
Target: Best Practices for
Enterprise Integration
9:30am - 10:10am
TOMS Engages Customers
While Doing Good
10:30am - 11:10am

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5. Who Are We?
Jason Hendrickson
 Product Owner
 12 years Service Center experience
 6 years as a Software Developer
 6 years as Business Analyst
Thomas Wilson
 Sr. Solution Architect
 15 years in Software Development
 8 years Experience with Large
Enterprise Integration Projects

6.  Target’s Service Center
Business Overview
 CRM Platform Architecture
 Integration Types
 What’s Next?
 Demonstrations
Agenda

7. Target is a discount retailer that
provides quality merchandise at
attractive prices in clean, spacious and
guest friendly stores. The first store
opened in Roseville, Minnesota in
1962.
Never Heard of Target?
Nearly 1,800Stores
$72.6B 2014 Sales
Nearly 350,000
Team
Members

8. Large Scale Opportunity Identified
Service Centers
in 2013
Disparate Systems
Fractured
Communications
Efficiency Opportunities
Service Centers
in 2014

9. Target Service Centers
Guest Retail Guest Credit Store Support
• Target.com Guest
Services
• Target.com Fraud
• Guest Relations
• GiftCard
Operations
2,000 Agents
• REDcard Guest
Services
• Collections
• Fraud & Dispute
Resolutions
1,500 Agents
• Process
• Facilities
• Stores
Transportation
Support
• Technology
500 Agents

10. • Guest Account (Data,
Relationships)
• T.com Order Feeds (360
view of customer)
• Order Mgmt, Target.com
(service)
• Financial Systems
• IT Service Management
• Facilities – Alarms, Work
Orders
• Agent Users and Contacts
• Store Accounts
Target Service Centers Integration Requirements
Guest Retail Guest Credit Store Support
Integrations: Telephony, Reporting, Identity Federation, Workforce Mgmt

11. Service Center Systems
Target.com Help /
Contact Us
Service Cloud
Salesforce
Case Mgmt
Knowledge Mgmt
Target.com Help
Communication
Infrastructure
Phone, IVR, Work
Routing, Transfer
Agent Availability
Store Team
Member
Support Portal
Chat

12. Service Center Systems
Legend
Target.com Help /
Contact Us
Service Cloud
Salesforce
Case Mgmt
Knowledge Mgmt
Target.com Help
CRM
Domain Services
Case, Guest, Orders,
Worker, Location
Product, BI
Finance
Systems
Communication
Infrastructure
Phone, IVR, Work
Routing, Transfer
Agent Availability
Data
Warehouse
Enterprise Services
Worker, Location
Product, Guest
Guest MDM
Business
Partner
Portal
Store Team
Member
Support Portal
Mobile TM
Support
Work Order
Management
IT Service
Management
SSO
PING Federate
Chat
Store Alarms
Large Data Load
System Sync
Launch App
Other
TGT
AD
Shipping
Logistics
Store Alerts
T.com Orders

13. Large Data Volume
• Bulk API
System Synchronization
• Polling Pattern
• APEX Callouts
Launch External Apps
• Web URL
• Windows DDE
Integration Types
Data Business UI
Service Cloud
Salesforce
Case Mgmt
Knowledge Mgmt
Target.com Help
Domain Services
Case, Guest, Orders,
Worker, Location
Product, BI
Orders
Enterprise Services
Worker, Location
Product, Guest
Guest MDMGuest,
Guest Relationship
Worker, Location,
Product, Guest
T.com Orders
CRM
Domain Services
Case, Guest, Orders,
Worker, Location
Product, BI
Maximo
Work Orders
Store Alarms
Service Cloud
Salesforce
Case Mgmt
Knowledge Mgmt
Target.com Help
ServiceNow
ITSM Incidents
Service Cloud
Salesforce
Case Mgmt
Knowledge Mgmt
Target.com Help
Finance
Systems
TSYS, Certegy
Shipping
Logistics
Maximo
Work Order
Management

14.  Sized jobs for initial load based on limits
 Run jobs in parallel mode
 Practice load in full copy sandbox
Large Data Volume
 Build a solution that can switch
between Bulk & SOAP API
 Work closely with Salesforce support
for coordination of bulk loads
 Implement error handling for Bulk API
jobs and retry mechanisms
Service Cloud
Salesforce
Case Mgmt
Target.com Help
CRM Domain
Services
Guest, Orders,
Worker, Location
Product
Orders
Enterprise Services
Worker, Location
Product, Guest
Guest MDMGuest,
Guest Relationship
Worker, Location,
Product, Guest
T.com Orders

15. System Synchronization
 Create routing logic using routing rules
 Use Polling Pattern or Real-time based on requirements
 Establish shared Identifiers across systems
 Plan reconciliation activity for system synchronization integrations
 Implement robust exception handling for diagnosing run-time errors
CRM
Domain Services
Cases, Incidents,
Alarms, Work Orders
Work Orders
Store Alarms
Service Cloud
Salesforce
Case Mgmt
ITSM Incidents

16. Launch External Applications
 Evaluate all low level message protocols for sending data to thick clients
 Plan significant time for deployment and testing of thick clients
 Leverage SSO federation if available in the enterprise
 Design configurable query parameters
 Be aware of the security implications of passing query parameters
Service Cloud
Salesforce
Case Mgmt, CTI
Finance
Systems
Thick Client
Shipping
Logistics
Public Browser App
Work Order
Management
Internal Browser App

17. What’s Next?
 POS integration
 BigObjects
 End-to-End Instrumentation
 Salesforce Event Monitoring API
 Leverage Lightning
Connect/APEX Connector
Framework for Synchronization
 Treesave API for multiple object
upserts

18. Agent Console Demonstration

19. Agent Console Demonstration

20. Team Member Community Portal Demonstration

21. Team Member Community Portal Demonstration

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