Win an Amazon Echo Spot at Capgemini/LYONSCG Speaking Session
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Norway Post and Capgemini come together at Dreamforce to discuss Salesforce as a Unifying Platform.
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Win an Amazon Echo Spot at Capgemini/LYONSCG Speaking Session
- 1. Win an Amazon Echo Spot – stay for the drawing following this session Attendees to any and all 9 Capgemini/LYONSCG sessions are eligible to win!
- 2. Capgemini/LYONSCG Speaking Session Summary Session Type Title (with link to session) Speaker(s) Location Room Day Session Start Time Session End Time 20 mins ALC Partner Theater The Art of Monetizing API’s Cliff Evans (Capgemini) Moscone South Partner Theater 4 Tuesday 10:15 AM 10:35 AM Breakout Salesforce As A Unifying Platform Robert Hansen (Norway Post) Marriott Marquis Foothill G1-G2 Tuesday 11:00 AM 11:40 AM Breakout Best Practices around building a Loan Origination Platform using Salesforce Scott Mulloy (Sunlight Financial) Moscone West Room 2000 Tuesday 12:00 PM 12:40 PM Workshop The Future of Service Bill Donlan (Capgemini) Moscone West Room 2010 Wednesday 11:45 AM 12:45 PM 20 mins Connected Commerce Al Liubinskas, (Capgemini) Moscone West Integration Peak Zone, 3rd Floor Theater Wednesday 2:30 PM 2:50 PM 20 minutes Retail Campground Theater Let’s Talk Conversational Commerce Gwendolyn Graman (Capgemini) Moscone South Campground Theater 1 Wednesday 2:30 PM 2:50 PM ALC Breakout NYDJ and Salesforce Reach for the (Multi-) Cloud Julie Ting (NYDJ) Moscone West Room 2000 Wednesday 1:00 PM 1:40 PM 40 mins Breakout Session Sustainable Grocery and the Revitalized Customer Experience Mike Blay, (Ahold Delhaize), VP IT Development Marriott Marquis Foothill G1-G2 Wednesday 2:00 PM 2:00 PM 20 Mins Industry Lodge Theater Session Delivering Rapid and Engaging Experiences on Salesforce Brian Wolfe (LYONSCG, Capgemini) Palace Hotel West Theater Thursday 2:30 PM 2:50 PM Breakout A Plan for Success…Deploying Salesforce Technologies Across Your Enterprise Andy Eckerman (Clayton Homes) Palace Hotel Twin Peaks Thursday 4:00 PM 4:40 PM
- 3. 3 Salesforce as a Unifying Platform Growing pains in the Nordics
- 4. 4
- 5. 5 Salesforce as a Unifying Platform Growing pains in the Nordics
- 6. • Robert Hansen Head of Salesforce | CRM • Ex-drummer • Ex-Referee • Football fan & Runner • Globe trotter • BAR enthusiast • Michelin star collector • CRM Game Changer
- 7. • 7 What is Norway Post? 1 Trouble brewing 2 A new direction 3 The future 4
- 8. • What is Norway Post? 1
- 9. - for the Norwegian people - for business customers in the Nordic region
- 10. • Norway Post Norway • 17 000 + employees worldwide • 70 nationalities • 2017: 3 Billion USD revenue • 40% of revenue from outside Norway • 65% of revenue from Logistics • Market leader in Norway • Challenger in Sweden, Denmark, Finland
- 11. • A Changing Market 11 • Shift in demand • Customer expectations • New players - Increased competition • New technologies Volume Time
- 12. • Expand Fast.
- 13. •• Consequences
- 14. •• Consequences
- 15. •• Consequences
- 17. • 17
- 18. •
- 19. • Rising Operational Expenditure cost Acquisitions
- 20. •
- 22. • NPB CRM
- 23. • KATS Denmark KATS Norway Caesar Norway Sales Nordic Marketing Norway + Marketo Bring Express CRM How do we solve CRM complexity? Salesforce?
- 25. • !
- 26. • Group-wide CRM System Goals Scope Solution Implementation partner • Improve customer satisfaction • Increase efficiency • Reduce IT costs • Reduce time-to-market • Increase sales (new-, cross- and upselling) • Increase user satisfaction for internal employees
- 27. • Group-wide CRM System Goals Scope Solution Implementation partner
- 28. • Group-wide CRM System Goals Scope Solution Implementation partner Dependencies Risk Chance of success
- 29. • Group-wide CRM System Goals Scope Solution Implementation partner Industrialized Integrated Customer-centric Happy employees
- 30. • Challenges and Experiences Dependencies Alignment Lightning Data volumes Processes Standard vs custom
- 31. • Project results “Service Cloud has brought more structure and control to how we handle cases across teams, countries, and channels.” Knut Veiulf Holme Senior Advisor for Services “We want to create more relevant and impactful marketing campaigns. With Marketing Cloud, we can push out richer content more easily.” Lillian Sanstad Marketing Cloud Manager at Norway Post “Salesforce has created a whole new world of reporting for managers.” Murat Kutluay Senior Salesforce Analyst
- 32. • Project results “Service Cloud has brought more structure and control to how we handle cases across teams, countries, and channels.” Knut Veiulf Holme Senior Advisor for Services “We want to create more relevant and impactful marketing campaigns. With Marketing Cloud, we can push out richer content more easily.” Lillian Sanstad Marketing Cloud Manager at Norway Post “I see no end to the ways in which Salesforce will help us grow” Thomas Norberg Sales Director Sweden & Finland
- 33. • The future 4
- 34. • Is this the future of logistics? Image: Urban Hub
- 35. • I can do that … right now … and in the future! What about this?
- 36. • But I need a good team!
- 37. • Recap Trouble brewing 2 What is Norway Post? 1 A new direction 3 The future 4
- 38. • Recap Trouble brewing 2 What is Posten? 1 A new direction 3 The future 4 How to unify your business SPECIAL DELIVERY: Key takeaways: • Adoption, change and improvement are ongoing • Dreamforce participation has been important! • Important to have a clear strategy • Important to make sure everyone is on the same page • Importance of a shared focus — leadership, project manager, and delivery team • Importance of team spirit and collaboration
- 39. • Recap Trouble brewing 2 What is Posten? 1 A new direction 3 The future 4 How to unify your business SPECIAL DELIVERY: Key takeaways: • Get the order right: strategy & process first, then systems • Get the project team right: early involvement from product team • Get expectations right: must be actively managed • Get your ambitions right: you need a platform strategy to get the platform value!
- 40. Q&A
- 41. • Agile Connections at Scale. For More Information Visit Us at: Booth #918 in the Expo Hall Retail Headliner in the Campground Manufacturing Lodge - Intercontinental Hotel https://www.capgemini.com/partner/salesforce/ Q&A
- 42. • Thank you for your attention!
- 43. • 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 This presentation contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2018 Capgemini. All rights reserved.
Editor's Notes
- Lara or Goril to cover the drawing info up front and then introduce Robert. GR: Align with Robert.
- Film about Bring. Lasts for 55 seconds.
- Thank you for coming to this very exciting session. I am excited to share with you our experiences in our digital transformation journey, where Salesforce is an essential part. But first I will start by introducing myself. ->Click.
- My name is Role Focus on some of the points on the slide: Bring out at least one personal and one professional characteristics and relation to the topic of today.
- This is the agenda for today. Tell the audience what you are going to cover.
- So what os Norway post?
- Just to avoid confusion, our legal company name is Norway Post. In Norway, we are known as Posten, which is the equivalent of your US Postal Service (point to red logo). Our international logistics and parcel services are known under the brand name Bring (point to bring) So, in essence: Posten deliver and sell services for the private market in Norway Bring deliver and sell services for the business marked within mail and logistics in the Nordic region.
- We are more than 17 000 employees worldwide and 70 nationalities We have 3 BUSD in revenue, with 65% of revenue coming from Logistics And we the market leader in Norway, and challenger in the other Nordic countries BY THE WAY … Here is Norway! (important to use %, Americans are used to huge numbers)
- Explain the market conditions that lead to a series of acquisitisions: Biggest driver — the decline of traditional mail and rise of logistics / packages Customers are Nordic hence expect Nordic International competition is increasing, our Nordic competitors are moving in on our home turf and new micro competitors are popping up. Nordic, no partnership. Explain about the desire to deliver everything themselves, to not be dependent on other suppliers or partnerships.
- One of our responses to the changing market was to expand fast. Just mention that Nordic Post expanded and bought 50+ companies over a two-year (?) period.
- And as as a result of the many acquisitions we phased the challenge of increasing complexity, in terms of: More systems: All companies brought their own systems More processes: All companies brought with them their own unique processes And of course with the companies come people, and with them, with their organizational culture
- And as as a result of the many acquisitions we phased the challenge of increasing complexity, in terms of: More systems: All companies brought their own systems More processes: All companies brought with them their own unique processes And of course with the companies come people, and with them, with their organizational culture
- And as as a result of the many acquisitions we phased the challenge of increasing complexity, in terms of: More systems: All companies brought their own systems More processes: All companies brought with them their own unique processes And of course with the companies come people, and with them, with their organizational culture
- The situation we were in was not sustainable. It was tidy on the outside, but inside trouble was brewing. Context: Fast expansion Increasing number of IT systems Increasing complexity unsustainable
- Tidy on the outside: two clear brands: Posten (red) for the private market Bring ( green) for the commercial market Messy on the inside 24 Milliarder NOK i årlige inntekter 17.0000 ansatte ~100 selskaper / >50 med større produksjon Konsernet et resultat av mange oppkjøp Mange ulike systemer innenfor de fleste områder Forskjellige arbeidsprosesser og kultur Lederlinjen følger ulike strukturer i ulikedeler av organisasjonen (regioner, forretningsområder, spesialister) ALSO AFFECTING OUR CUSTOMERS!
- Talk about what is behind the scenes, here is the mess Loads of different elements and moving parts
- Unsustainable growth: Increasing operational expenditure from all the acquisitions Worrying trend, could not go on forever Had to keep adding band-aids along the way
- So should we keep adding band-aids, or should we find a new solution?
- So again, here is the complexity and mess behind the scenes We needed a radically different solution — NPB (New Posten Bring) (Show the scope of NPB — basically everything) … and today I’m going to talk about just one small part of that — the CRM system
- Explain the various parts of the CRM system KATS … Marketo … Marketing … Caesar …Sales Could we solve it with Salesforce? Robert was not convinced!
- Robert jets off to Dreamforce in 2015. What happened there?
- Robert is convinced that Salesforce is the right choice!
- So, the project of introducing a Group-wide CRM System began. The Goals of the project was to: see above
- The implementation partner was and still is Capgemini
- The Scope: Unify and integrate Nordic Sales, Service and Marketing processes & systems, and 10 + integrations. So in short, a complex project with many dependencies to other New Posten Bring projects. What we did to reduce the risk was ….
- The solution was an industriazed and integrated solution with customer experience at the core. The technical solution was based on Sales, service, marketing and Analytics Cloud.
- So, over to the more interesting part: some of the key Challenges and Experiences from the project Talk about each thing in turn, but WATCH THE CLOCK
- You can use both slides if you want, but just present one or two examples.
- Is this the future of logistics? No idea, but we’re prepared for change in the future, with a solid Salesforce implementation as a fundamental part of our IT systems.
- Here are some scenarios that aren’t too far away … but guess what … Salesforce can do all that!
- Here are some scenarios that aren’t too far away … but guess what … Salesforce can do all that!
- Just summarise the key points from the presentation. Maybe also give Salesforce some praise? — CLICK TO ANIMATE THE ‘NOTIFICATION’ Oh look, I have a special delivery!
- Lessons learned from the process Select one of the two slides
- Lessons learned from the process
- QA-time (10 minutes)
- O Logo de espadas deve ter mais espaço das pontas abaixo. Sugerir outros tipos de imagens/telefone, fones.
- Picture: Follow us on: (Social media icons) Internet: postennorge.mo (Rest are in English)