Capgemini and Clayton Homes: Deploying Salesforce Across Your Enterprise.

A Plan for Success...Deploying
Salesforce Technologies Across
Your Enterprise
Andy Eckerman
Vice President – Technology, Clayton Homes
September 27, 2018

2© Capgemini 2018. All rights reserved |
A Plan for Success... Deploying Salesforce Technologies Across Your Enterprise | September 2018

“Opening Doors to a Better Life”

19
361HOME
CENTERS
40
7
6000
INDEPENDENT
PARTNER
EMPLOYEES
19
SUPPLY
CENTERS
SITE
BUILDERS
16,748
TEAM
MEMBERS
HOME BUILDING
FACILITIES

Our CRM Mission
10,000
end users
Billions
in Revenue
1400
U.S. locations
4
distinct
businesses
(B2C & B2B)
> 50%
manual,
offline
processes
5
different
technology
groups
90%
custom
in-house
technology

Our Vision
Vision 2020: Build Happyness by transforming from a product centric to a customer
focused company
CRM Strategic Objectives:
Customer Collaboration Operations Modernization

Our Approach
Implement
Define a
roadmap
Build a
great team
Pick a
great
product

Define the Roadmap
Guiding Principles
Use technology as an enabler to drive business needs
Acknowledge an appropriate pace to accomplish
transformation goals
Focus on a customer centric experience, increased
operational effectiveness, and modernization
Execute continuous change management to capitalize on
enabled CRM capabilities

Define the Roadmap
Current State Discovery Future State Definition
Executive Alignment
Culture Prior Lessons Training Communications Operating Model
Change Management
• Business needs
• Pain points
• KPIs
• Business capabilities across
marketing, sales, and service
• Priorities per business unit
• High-level solution architecture
Business Priorities Concerns Commitment & Buy In
What did it take?

Prioritize B2C Sales & Service for Rapid Customer 3601
Sequential Capabilities to All Businesses Concurrently2
Largest Business Units First3
Define the Roadmap
What options did we consider? Why?

Our Roadmap for Customer 360°
6 Months + Rollout 2 – 2.5 Years
MVP Foundational Sales Service & Sales Pipeline Quotes and Partners Extend Across BUs Future

Technologies

Results
Where are we today?
Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018 Q2 2018 Q3 2018 Q4 2018 Q1 2019 Q2 2019 Q3 2019 Q4 2019
MVP Release
Phase 1 – Sales Leads Release
Roadmap
WE ARE
HERE
ReleasePhase 3 – Opportunity Pipeline
Phase 2 – Service Release

Results
What are the benefits?
Customer Experience Employee Experience
▪ Master customer record
▪ Unified customer experience
▪ Business process standardization
▪ Digitization and automation of paper
based processes
▪ Leadership visibility and metrics
▪ Technology modernization

Up Next
What’s the plan?
Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018 Q2 2018 Q3 2018 Q4 2018 Q1 2019 Q2 2019 Q3 2019 Q4 2019
MVP Release
Phase 1 – Sales Leads Release
ReleasePhase 4 – B2B Sales +
Phase 5 – Quote +
Phase 6 - TBD
Roadmap
WE ARE
HERE
ReleasePhase 3 – Opportunity Pipeline
Phase 2 – Service Release

Keys for Success
▪ Be clear in your objectives
▪ Define your architecture
▪ Build a collaborative team
▪ Invest in a roadmap
▪ Implement in phases
▪ Manage change

Wrap-Up
Andy Eckerman
Vice President, Technology –
Enterprise Shared Solutions
Clayton Homes
Philip Safir
Senior Manager,
Digital Customer Experience
Capgemini

This presentation contains information that may be privileged or confidential and
is the property of the Capgemini Group.
Copyright © 2018 Capgemini. All rights reserved.
A global leader in consulting, technology services and digital transformation, Capgemini is
at the forefront of innovation to address the entire breadth of clients’ opportunities in the
evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and
deep industry-specific expertise, Capgemini enables organizations to realize their business
ambitions through an array of services from strategy to operations. Capgemini is driven
by the conviction that the business value of technology comes from and through people.
It is a multicultural company of 200,000 team members in over 40 countries. The Group
reported 2017 global revenues of EUR 12.8 billion.
About Capgemini
Learn more about us at
www.capgemini.com

Capgemini and Clayton Homes: Deploying Salesforce Across Your Enterprise.

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