Capgemini CRM Modernization Services

1. October 4-7 – San Francisco, CA2016 Dreamforce
Capgemini CRM Modernization Services –
Accelerate CRM to the Cloud

2. Contents
2
Business Case
Capgemini's Salesforce & Siebel Capabilities &
Value Proposition
Siebel to Salesforce Migration Approach
Tools & Enablers
Migration Considerations
Conclusion – Why Capgemini
Case Studies
1
3
5
7
6
4
2

3. CRM Industry Trends
Think Business Transformation not a Technology Migration
Functionality and Rich User Experience
 Point & click functionality resulting in
greater participation by the business
in application administration
 Easy to navigate UI resulting in ease
of user adoption
 Rich functionality and additional new
features coming out with 3 releases
per year.
Cost Considerations
 Subscription model resulting in low
initial investment
 No Infrastructure cost tied to the
application
 No upgrade cost for the application
 Less ongoing maintenance cost due
to ease of development and
maintenance.
Integration
 Ease of integration with robust
API capabilities
 Availability of App Exchange
applications resulting in faster
overall development
 Out of the box configurable
applications available for mobile
devices
 No application downtime required for
deployment.
KEY REASONS FOR THE SHIFT

4. Ambition
IT and Business
Alignment
CRM Modernization
Migration Business Benefits
Client experience after moving to Salesforce from Siebel
41%+
Sales
Productivity
50%+
Marketing
ROI
45%+
Customer
Satisfaction
55%-
Decrease in
Support Costs
41%+
Faster Decision
Making
52%+
Decrease in
IT Costs
Salesforce CRM – Ecosystem That Brings Clear Results. Its time to move from Legacy to Next Gen CRM on Cloud
Source: Confirmit Inc., on 240+ customers randomly selected. Market 1 B Euros is as per Salesforce estimates

5. Contents
5
Business Case
Capgemini's Salesforce & Siebel Capabilities &
Value Proposition
Siebel to Salesforce Migration Approach
Tools & Enablers
Migration Considerations
Conclusion – Why Capgemini
Case Studies
1
3
5
7
6
4
2

6. We are a “top tier” Global Strategic Partner with Salesforce and bring deep
implementation expertise with the platform
6
Implementation Methodology
Capgemini’s CapGEM methodology for
Salesforce solutions help drive adoption
via early business testing, and rapid,
iterative rollouts
Scope of Services
Capgemini provides end-to-end
solutions from strategy, design to
solution development and
implementation
COEs
Capgemini serves clients globally
from our Centres of Excellence
through our Rightshore® Model
Rich
Bouquet of
Services
SALESFORCE.COM
CRM ADVISORY
SALESFORCE.COM
IMPLEMENTATION
INTEGRATION &
MIGRATION
SERVICES
FORCE.COM &
VMFORCE
APPLICATION
FACTORY
APPLICATION
MANAGEMENT &
MANAGED
SERVICES
Solution
Validation
Solution
Development & Testing
Solution
Deployment
Rapid Development
SprintsRapid Solution Validation
Rapid Solution
Workshops
Draft Process Flow Diagrams
(Optional)
OUTPUTINPUT
Enhancement
Opportunities
Future State Processes
Finalized Requirement
Matrix
OOTB Functionality Matrix
Rapid Solution
WorkshopsRapid Solution
WorkshopsRapid Solution
Workshops
Future State Requirements Workshops
UAT
E2E
ALL
Pilot
Early
Business
Testing
Rapid
Rollouts
1 2
Project Timeline Weeks 1 to n…..
Iteration 1
Solution
Definition,
Design
&
Development
Solution
Testing
User
Experience
Program
Management
SIT
UAT
Deployment
Solution Architecture / Release Management
Project Setup
Discovery
User Experience Testing
Planning
Go Live
Warranty
Planning
Inputs to Design
Iteration 2
Iteration 3
Iteration …
Iteration n
Change
Mgmt Organizational Change Management to Drive Adoption
Iteration
specific
UAT
Project Management – Scope / Progress / Risk / Issues / Knowledge Transfer
1000+
Salesforce practitioners world-
wide, including:
900+
Certified Consultants across Sales
Cloud, Service Cloud and
Developer areas. Many
practitioners are certified in more
than 1 application.
300+
Business Analysts, Integration
Developers, Testers, Data
Specialists and Reporting
Analysts
50+
OCM and Training Specialists
30+
Large Engagement Managers
Approved Plans to add another
800+
practitioners in 2016 through
recruitment and internal
training/certification initiatives
France
India
US
 Associated with Salesforce since 2007
 Global Strategic Partner status and privileges
 Strong collaboration across Leadership, Sales, Project Delivery and Product Management
 Launched 3 Fullforce Solutions around Retail, Insurance and Manufacturing/Automotive for CSX
 Partner Award for Innovation in Financial Services – Dreamforce 2015
 “Industry Innovation Award” for our Retail “Fullforce” Offering – May 2014
 Partner Award for Innovation in Marketing – Dreamforce 2012

7.  Listed by Gartner as one of top global CRM Systems Integrators
 Global Strategic Partner: Highest level available to consulting partners
 Siebel ‘Gold Star’ Distinction for Customer Satisfaction for 14 consecutive quarters
 Ability to take clients from Strategy to Transformation to Outsourcing
 Worldwide CRM personnel is 8000+, Over 2000 completed CRM projects globally
 1,200+ Siebel Practitioners across globe, 400+ Siebel Implementations with rich experience in large-scale implementations, off-
shore delivery capabilities for Siebel, with 700+ resources in India
 Global infrastructure supporting Distributed Delivery, Organized by geography, functional, and industry expertise
 Multi-site implementation and roll-out framework with Siebel Solution Centers — at a global level and with Rightshore® models in place
for all implementations (Siebel Factory)
 Proprietary Siebel tools and engagement accelerators for all phases of the engagement lifecycle ensure quality deliverables as per
Oracle best practices
Capgemini’s Siebel Expertise
7
Combined expertise enables Capgemini to understand the Siebel data and business model, conduct the requisite process and
data transformation, and migrate seamlessly to Salesforce

8. Contents
8
Business Case
Capgemini's Salesforce & Siebel Capabilities &
Value Proposition
Siebel to Salesforce Migration Approach
Tools & Enablers
Migration Considerations
Conclusion – Why Capgemini
Case Studies
1
3
5
7
6
4
2

9. Proven Migration Approach for Speed to Market
Capgemini’s Migration Approach Highlights
 Structured approach to enable accelerated process, metadata & data migration from Siebel to Salesforce.com
 Leverages Capgemini’s expertise on Salesforce as well as Siebel solutions
 Accelerated migration supported by Capgemini’s proprietary tools & enablers
 Strengthened by the key partnership with Salesforce.com
RapidMigrate® is built on Force.com & Heroku platforms and helps in accelerating migration of Metadata & Data from Siebel to Salesforce.
Analysis
Capgemini would
conduct an in -depth
analysis of the
Siebel System
Modernize
Support
Modernization of
existing processes
Build & Migrate
Jumpstart migration
by leveraging
accelerators such
as RapidMigrate
Change
Management
Validate & test the
migration
Governance & Management Insight

10.  Adopt rather than Adapt: Avoid a one-to-one migration that would recreate the
Siebel complexity
 Prefer existing integrated solutions to heavy custom development
 Don’t implement “like for like” User Interface: Keep standard, even if you slightly
adapt your processes
 Build for the future: Don’t ignore new capabilities/enhancements
 Involve End-Users early on and throughout the project
 Run a Pilot (to identify challenges and ensure user adoption)
 Manage data quality
 Manage change for a successful user adoption
 Establish a strong governance model during and after Go-Live
Key Success Factors
12

11. Contents
13
Business Case
Capgemini's Salesforce & Siebel Capabilities &
Value Proposition
Siebel to Salesforce Migration Approach
Tools & Enablers
Migration Considerations
Conclusion – Why Capgemini
Case Studies
1
3
5
7
6
4
2

12. Capgemini's Rapid Enablers dedicated to de-commissioning Siebel and
migration to Salesforce
14
Training Sandbox
Program
Management
Service Oriented
Architecture
Data Governance
FrameworkSemantic Models
Data Model
Mapper tool
Architecture
Comparison
Tools
Architecture
Functionality Matrix &
Requirements Gathering
Salesforce Accelerators that Speed Delivery, Lower Costs, and Reduce Risk

13. Contents
17
Business Case
Capgemini's Salesforce & Siebel Capabilities &
Value Proposition
Siebel to Salesforce Migration Approach
Tools & Enablers
Migration Considerations
Conclusion – Why Capgemini
Case Studies
1
3
5
7
6
4
2

14.  Migration from Siebel to Salesforce can be conducted in phases or at one go, depending on the complexity of the
Siebel data model.
 Siebel functionalities not supported by Salesforce may require custom development on Force.com platform and/or
process reengineering.
 The data structure, access control mechanism, business model, as well as the user interface of Siebel is significantly
different than Salesforce. A one-to-one mapping of all entities should not be expected.
 Complexity of the data migration effort would depend on entity relationship and size of the data store. Moreover, effort
for data extraction and transformation, as well as data cleansing and de-duplicating should be considered.
 Non availability of vertical solutions in Salesforce causes the increase in complexity of specific modules.
 The migration plan and design should consider the Force.com platform limitations (API and Governor limits) and if
needed, work with Salesforce to find suitable solution.
 The out of the box reporting module in Salesforce may not be sufficient to cater to complex reporting requirements.
Key Considerations
18

15. Why Capgemini for CRM Modernization Services
20
 Proven expertise in multiple industry sectors and experience of 2000+ Siebel and Salesforce certified
resources globally
 Proven methodology processes featuring RapidMigrate provides for quick mapping of Siebel to Salesforce metadata
 Rapid Design & Visualization framework featuring User Centered Design methods and Visualforce for Change &
Enhance Management
 Utilization of Salesforce accelerators to speed delivery, lower costs and reduce risk of the migration
 Additional focus on organizational change management that provides training based on role-specific
performance needs
 Market leader and a Cloud visionary to enterprises, enabling two-thirds of Fortune 500 companies with their Cloud
services requirements.

16. One of the world's largest consulting, technology and outsourcing companies with 180,000 employees in over 40 countries.
Global Consulting and Systems Integrator
Siebel to Salesforce Migration
23
Client
Overview
 Greater sales insight and more accurate forecasting
afforded by end-to-end view of lead to conversion
lifecycle
 Realized 50% savings in IT support resources
 Rapid time to value without system downtown
provided by swift migration and seamless transition
 Integrated marketing campaign management
provides effective lead nurturing, qualification and
assignment
 Improved adoption via significant increases in
logins and user activity
 Rapid adoption improved accuracy of contacts and
account assignments
 Well positioned for transformational phase activities
that yield large deal collaboration, increase in
qualified leads and improved client centricity.
Benefits/Results
 Replace existing 2000 user Siebel and Marketo
systems for with Salesforce opportunity management
and Pardot marketing automation systems
 Implemented in two phases:1) Transitional to migrate
all users safely with no automation downtime; 2)
Transformational - users adopt
new, standard business rules and governance
 Data migration process using Talend ETL tools for
identification of priority objects.
 Utilized steering committee and change agents for to
validate business rules and proposed governance
 Implemented in phases by geography with
complete rollover in 6 month timeframe
Solution
 System adoption and usage was low due to
difficult user interface
 Sales productivity and effectiveness had declined
due to lack of automation adoption
 Disparate, home grown systems were increasing and
preventing company-wide insight
 Recent acquisitions were using their own systems with
different business rules and governance
 Marketing campaigns and demand generation were
executed with separate systems that limited sales and
marketing alignment and integrated campaign
management
Issues

17. European Provider of Post-Trade Services
Siebel to Salesforce Migration
24
A Belgium-based financial services company that specializes in the settlement of securities transactions, as well as the safekeeping and
asset servicing of these securities was using Siebel v7.7 CRM tool and wanted to replace it with another CRM solution to follow up on
client inquiries and issues detected by an internal reconciliation mechanism.
Client
Overview
 Increment in Client satisfaction due to a better
case management and faster turnaround
 Reduced maintenance cost for further
development and extension
 Enhanced support agents productivity
 Enhanced stability, availability and performance
of the application
 Incremental approach to addressing complexity, thus
increasing speed to market.
 Increased sales conversion rate using Case
Management, Activity Management and
Telephony Integration.
 Enabled Service Oriented Architecture to encapsulate
discrete functionalities and promote re-use of
business functions and code
Benefits/Results
 Achieve business requirements with vanilla
implementation of Salesforce, and to use out-of-the-
box functionalities and configuration possibilities of
Salesforce
 Implement Salesforce service cloud CRM solution
in Client
 Create interfaces with Siebel/mainframes and other
databases using MS SQL Server(T-SQL,SSIS) and
Data Loader web services
 Perform data archiving(Quarterly) and data
replication(frequency 5 mins) by utilizing MS SQL
Server(T-SQL,SSIS), Data Loader web services
 Migrate all business activities and active cases
from Siebel to Salesforce by using CLI for Apex
Data Loader
 Perform System validation/Integration validation
Solution
 Client preferred Salesforce to replace current Siebel
tracking application because of Salesforce User-
friendliness
 User acceptance
 Delegation of more administrative functions to a
business competence centre
 Offers higher potential for future developments and
coverage of more businesses
Issues

18. Global Pharmaceutical Company
Siebel to Salesforce/Veeva Migration
25
The client is one of the world's twenty leading pharmaceutical companies. Headquartered in Germany, it operates globally with 145 affiliates
and more than 42,000 employees. The business areas consist of human pharmaceuticals and animal health. The company's key areas of
interest are: respiratory disease, cardiovascular disease, Parkinson's disease, HIV, thromboembolic disease and cerebrovascular disease.
Client
Overview
 Reduction in the Total Cost of Ownership (TCO)
 Alleviate staffing pains caused by business
fluctuations, through flexible staffing and pricing
models
 SLA’s manage to user satisfaction, response and
resolution times
 Applied Flexible demand model for supporting over
20000 tickets in a year
 Continuous improvement, increased quality and
business improvements
 FMA (failure mode analysis)
 Increased knowledge base
 Support and monitoring automation
 L2 Agents support Business, Sales and Data Steward
user groups
 Replaced the regional/local support model to an
integrated Global support model
Benefits/Results
 Transitioned Veeva + ODS applications having 4000
users in 2 months and additionally on boarded 50+
countries in 12 months
 Over 40 Support and Developer FTEs in Veeva, ODS
and Informatica
 Application management of Veeva (Ingenius) system
for 17,000+ remote sales reps supporting:
 Seamless integration between multiple local systems
in BI with Veeva
 Territory Management
 Call Planning
 Samples Management
 Syndicated data extract process
 Travel and Expense management
 Disconnected Analytics for Pharma
(OBIEE 10.1.3)
 CLM
Solution
 Client used Siebel ePharma (versions 7.5x and 7.8x)
as their CRM standard software for Marketing and
Sales Prescription Medicine
 For several reasons, client decided to invest in the
implementation of a SaaS CRM solution
(Veeva/Salesforce) referred to as the Next Generation
CRM (NxGn CRM) global program.
 Deliver a fixed-cost, SLA driven model while providing
bandwidth for additional responsibilities and/or small
enhancements over 40 countries.
 L2/L3 Support for over 60+ countries with local follow-
the-sun support
 Support over 325 unique Interfaces managing 100+
applications worldwide
Issues

19. Global Automotive Manufacturer
Siebel to Salesforce Migration
26
Client is the UK arm of Top Global Automotive Manufacturer. This department is responsible for around 70% of client’s vehicle sales.
Currently, client holds around 12% of the market share in the UK. Client’s headquarters are in Luton.
Client
Overview
 Flexible licensing
 No separate hosting costs
 No investment in hardware required
 Short lead time to deliver new system
 Predictable ongoing costs for applications service,
support and customizations
Benefits/Results
 Opted for Salesforce
 Developed bespoke coding for Deal Approval
 Developed bespoke coding for Offer Letter generation
 Capgemini engaged by the client to deliver a full life
cycle implementation of Sales Cloud application and
ongoing support for defect resolution and
enhancements
Solution
 The previous CRM system (Siebel 7.5.3) was coming
to the end of its shelf life.
 Required CRM functionality
 Required deal approval workflow functionality
 Required the ability to generate Offer Letters to
formally offer deals to its clients
 On-going business support required
Issues

20. Leading Energy Supplier
Siebel to Salesforce Migration
27
Client is the UK's leading installer of domestic gas central heating systems. The company provides home energy related services covering
gas, electricity, water, and home security in England, Scotland, and Wales. It is a British-owned company.
Client
Overview
 Capgemini successfully implemented the full call
center solution using Salesforce Service Cloud
module.
 The “Start-Small, Grow-Big” approach significantly
reduced the risk of investing large amounts of money
up-front and provides tangible results early on in the
project lifecycle.
 The new solution provides client’s management with
an end-to-end view of each customer throughout the
sales and implementation lifecycle. In addition, there
is a clearer view of each sales lead through its
lifecycle and tighter controls to mitigate sales lead
slippage.
Benefits/Results
 The Capgemini SaaS team deployed the customized
Salesforce application to replace existing functional
breath of legacy systems.
 In addition development was deployed to connect the
Salesforce system to a host of other systems in order
to increase the customer experience.
 The solution leverages leading processes such as
call scripting, scheduling, postcode lookups and
telephony solutions.
 The evolutionary nature of development also supports
parallel continuous process improvement with fluid
development negating the need for a protracted
design phase.
Solution
 The New Heating arm of client received an average of
500,000 sales leads per year (figures quoted for Q1
2008). This principally arose from marketing
campaigns, referrals from engineers in the field and
directly from domestic customers in their homes.
 However, only 100,000-150,000 of these opportunities
were realized and successfully converted into a sale
through to installation. It was realized that a 1%
increase in sales conversions rates would equate to
£4.4m in new sales.
 In order to achieve this target, management has
identified the need to provide a new Salesforce based
lead management system to replace the existing
Siebel system.
Issues

21. About Capgemini
With more than 180,000 people in over 40 countries, Capgemini is
one of the world's foremost providers of consulting, technology and
outsourcing services. The Group reported 2015 global revenues of
EUR 11.9 billion. Together with its clients, Capgemini creates and
delivers business, technology and digital solutions that fit their
needs, enabling them to achieve innovation and competitiveness.
A deeply multicultural organization, Capgemini has developed its
own way of working, the Collaborative Business Experience™, and
draws on Rightshore®, its worldwide delivery model. www.capgemini.com
The information contained in this presentation is proprietary. © 2016 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.