Accenture: Mapping out your

Journey to the Social Enterprise

22nd May 2012

Presented by

Andrew Greenway (Accenture)

Rob Flynn (RSA)

Saideep Raj (Accenture)

Social Enterprise Video

Presenters

Andrew Greenway

Global Cloud Services Programme Lead

Accenture

Saideep Raj

Global SaaS Lead Accenture

Rob Flynn

Change & IS Partner for UK Operations

RSA

Agenda

Accenture and Social Enterprise

Lessons learned

Question and Answer Session

Case Study - RSA

Accenture and Salesforce

Introducing the Social Enterprise

Introducing the Social

Enterprise

Andrew Greenway

Accenture

What is a Cloud Enabled-Business? What is

the Social Enterprise?

Why “Social Enterprise”?

Internal Collaboration

Collaborating w/Partners & Customers

What does Social mean

for your Business?

C2C Collaboration

Situation: Companies want to

engage actively with

customers, partners and

employees

Complication: How to make

it real – Technology,

Process, People – and

continuous

Opportunity: Rethink customer intimacy and

employee collaboration, redefine interactions

and relationships, B2C and B2B

Case Study - RSA

Rob Flynn – Change & IS

Partner for UK Operations

RSA

RSA at a glance

300-year heritage and one of the world’s leading

multinational insurance groups

Employ around 23,000 people, serving 17 million

customers in around 140 countries.

Our Global Brands:

10

Salesforce’s footprint in RSA UK

Diverse footprint of developments

Service Cloud deployment “Customer

Service Interface” (CSI) to 900

Operations colleagues in UK and BPO

More Than (Personal Direct)

Same 900, joined by additional 600

(Personal Affinity colleagues on

Knowledge deployment

Upcoming second Service cloud

deployment to 900 further Operations

colleagues in Commercial

Various Force.com developments to

support Promise strategy and risk

assessment management systems for

multinational customers

Accenture’s involvement at RSA

Timeline

2003 onwards - SI Delivery engagements (Started 2003)

2004 - Business Process Outsourcing (Started October 2004)

2011 – First implementation of Salesforce.com

Contract to 2016 to supply a variety of front and back office roles

People

Currently 900 resources with Bangalore and Mumbai resources supporting

Over 75% of service delivered by utilising the Accenture’s Bangalore delivery centre

Results:

Delivering Claims, Sales and Service, Customer Accounting, Finance, Commercial

Lines business

2009 Operations Transformation cost reduction of c. 600 FTE enabling delivery of £14m benefits

Case Study - CC GUI Release 2

Business Challenge

RSA approached Accenture in March 2011 in search of a

Salesforce.com partner to delivery an integrated customer, policy and

case management solution for RSA’s MORE TH>N personal

customers in the UK

The existing agent system environment was cluttered and complex and

required agents to use a large number of applications to service

customers

Agents had limited view of each customer

This change needed to be delivered in by July 2011

Dynamic Inputs

Drive Scope

2

Capacity Readouts

Reveal Remaining

Level of Effort

3

Collaboration and

Prioritization Confirm

Release Scope

4

Conference Room Pilot

SFDC

ACN

Onshore ACN

Offshore

RSA

Biz

Team

RSA

IT

Collaborative and

Integrated Project Team

1

Case Study - CC GUI Release 2

Conference Room Pilots

Case Study - CC GUI Release 2

Results

The new Salesforce.com

solution went live as planned

in July 2011

Project delivered in just 16

weeks, on time and within

budget. Training and rollout is

now underway for 900 users,

across MORE TH>N contact

centres in Liverpool,

Sunderland, Peterborough,

Mumbai and Bangalore

Where we go next

Personal Lines Release 1

Time

Global CRM

Personal Lines Release 3

Application

Business

value

Commercial Operations

Personal Lines Release 2

We are here

Lessons learned

Saideep Raj (Accenture) &

Rob Flynn (RSA)

Lessons Learned from RSA

Do not underestimate the

complexity of scale deployments

Be clear on scope but

be comfortable

managing it

Adoption drives success

Make sure you have the internal ability

to run/change the asset Understand the KPIs that drive your

business case and make sure you can

isolate/measure them

Deepen the design with your

people alongside development

leads

Data, data, data

Accenture and Social

Enterprise

Saideep Raj

Accenture

Map Initiate

Redesign Build

Optimal Customer Engagement

Single View of the Customer

Front Office Greater Business Agility

Real-Time Decision Making

Systems of

Engagement

Systems of

Record

The 50 day Social Enterprise blueprint approach

begins with pain points in the current business, creates a vision for the future, develops rapid prototypes that bring the vision to life, and then

creates a clear execution roadmap for transforming the enterprise both inside the organization and in how

it interacts with customers.

The Social Enterprise Blueprint

The Social Enterprise. Delivered.

Accenture is the clear leader in Salesforce.com

implementations

© Forrester Research, Inc., Source: The Forrester Wave™: Salesforce.com Implementation, Q2 2011. In A Rapidly Changing Enviro nment, Forrester Sees Increasing Vendor Differentiation. By Liz Herbert with John C. McCarthy and Mark Grannan, May 2011. The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.

“Accenture is a leader in the SFDC

implementation space due to the size of

its practice and the provider’s substantial

depth of experience in larger, complex

projects. Accenture has started to build

out industry-specific IP in the form of

accelerators for salesforce.com and other

SaaS areas. It also conducts industry-

specific deployments, such as larger

deployments of Veeva, a life sciences,

SaaS-based add-on for SFDC. In a

number of accounts, firms have selected

Accenture in phase 2 or phase 3 of an

SFDC rollout when they outgrow a

smaller specialist.”

Forrester Wave™: Salesforce.com Implementation Q2 2011

Question and Answer

Session

Andrew Greenway & Saideep Raj

Accenture

To speak more with our team please stop

by our stand in the Expo.

Thank you!