© 2018 TM Forum | 1

Connecting Customer Centric Business Strategies with Technology in a Digital Economy

SVP & General Manager, Vlocity Communications & Media

Dan Ford

Director, B2B Systems Transformation, TELUS

Brad Pruner

Vlocity − Industry Cloud Company

Vlocity: Communications Industry Domain Experts

First Digital & Cloud BSS Suite Built on Salesforce

● One of three Strategic-level ISVPartners

● Fastest growing Salesforce Partner (out of 3,700 companies)

● Experienced Team: Enterprise CRM, SaaS, industry domain expertise

● Omnichannel CRM, Industry Process Library, CPQ/Order Capture, Enterprise Product Catalog, Contract Lifecycle Management, Order Management, Analytics, Mobile

● Industry Cloud Product =Faster Time to Value + Lower TCO

● $103m of funds raised including $53m strategic investment by Salesforce

● Named to the Forbes 2017 World's Top 100 Cloud Companies

DAVID SCHMAIERCEO & FOUNDER

Founding Exec & EVP − Products & Industry Verticals, Siebel Systems

CRAIG RAMSEYCHAIRMAN & FOUNDER

Founder, Veeva SystemsBoard Member, SalesforceBoard Member, Guidewire

Salesforce: The Customer Success Platform

Market Leading Omnichannel CRM

● Pioneer Cloud Computing Leader: Founded 1999, $10B+ revenue, 25% CAGR

● 4th Largest Software Company in the world

● Named as Forbes #1 World's Most Innovative Company 2017

MARC BENIOFFCHAIRMAN & CEO

PARKER HARRISCO-FOUNDER

Automatic

Upgrades

3x / year

9 industry leading clouds.1 platform.

Sales Service Marketing Community Analytics

Apps Commerce IoT Quip

CONFIDENTIAL – Vlocity, Inc. © 2017 All rights reserved.

Vlocity & Salesforce Communications Industry SolutionCloud-Native BSS Built for Digital Transformation

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CONFIDENTIAL – Vlocity, Inc. © 2018 All rights reserved.

Selected Vlocity Digital Transformation Programs

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CONFIDENTIAL – Vlocity, Inc. © 2018 All rights reserved.

Rapid Deployment & Real World Results

5

B2C Sales & Service B2B & B2C TransformationB2B Quote to Order

• 10% increase in

customer L2R*

• 24% increase in order

accuracy

• 54% faster quoting &

ordering

• 80% faster product

launch time

• 90% faster contract

registration

• 20% reduction in call

handle time

• 70% reduction in

agent training time

• 41% improvement in

agent NPS

• 25% reduction in IT

cost

• $2M/yr. savings

software upgrades

• Phase 1 Live in 6 months

• B2B & B2C 3600 view, lead

and opportunity management

• Seamless integration with

Amdocs, PeopleSoft, and

other legacy systems

• Saved $500K/yr. by

replacing & decommissioning

LivePerson chat application

• 3 month implementation for

1st Release: Digital Sales &

Services for SMB customers

• Consolidated 20 sales and

marketing tools into unified

customer engagement

system

• 80 Fixed/Mobile/Digital offers

+ 200 Products configured in

EPC / CPQ

B2B & B2C Transformation

CONFIDENTIAL – Vlocity, Inc. © 2018 All rights reserved.

Vlocity has Won the Global Telecoms ”BSS Transformation Excellence Award" for Vlocity’s TELUS Transformation Project

● Vlocity and Salesforce have been recognized by Global Telecoms Business and telco software market researcher Analysys Mason as leaders in the industry's transition to agile, cloud-native, digital BSS.

● Faced competition from NetCracker, Openet, ZTEsoft and PCCW Solutions and won the award on the basis of the innovativeness of our solution and the commercial benefit it delivered for TELUS.

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© 2018 TM Forum | 7

Director – B2B Systems Transformation

TELUS

Brad Pruner

Case Study: Connecting Customer Centric Business Strategies with Technology in a Digital Economy

© 2018 TM Forum | 8

Who is TELUS?

12.7M Customer Connections

8.6M Wireless subscribers

4.1M Wireline connections

1.1M Television subscribers

14k Physicians using TELUS EMR solutions

$12.5B Annual Revenue

$4.7B EBITDA

© 2018 TM Forum | 9

Our B2B Buyer is changing…

Fragmented B2B Systems Environment a major impediment to achieving our goals

62 Order Capture Tools

creates impediment to

integrated sales

24 systems support

largely manual

Fulfillment of multi-

order solutions.

13 Billing systems drive

poor CX and high call

volumes and impede

integrated solutions.

5 Ticketing systems

impede omni CX resulting

in 96% of transactions by

telephone

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“I want to form an opinion prior to

engaging a salesperson”

The B2B buyer is 57% through the sales process

before engaging a sales rep, regardless of price point1Millennial B2B Buyers have a higher propensity to

self-care; 46% of B2B buyers in the United States

are millennials, up from 27% in 20113

“Empower me to Self-Care” “Provide me a real-time quote on a

complete solution”

35-50% of B2B sales go to the vendor that

responds first2

B2B customer preferences evolving…

Order Capture / Order Mgmt. Day 2 Support

1B2B’s Digital Evolution. CEB Marketing Leadership Council. February 2013. 2Forrester/Internet Retailer B2B Buy-Side Online Survey. Q4 2015. 3Millward Brown Digital. B2B Path to Purchase Study, 2014.

the future is friendly®10

A Customer First approach….

▪ No Common definition of Customer – 32 different systems & tools

▪ Customer issues managed ad hoc or unique by product

▪ Paper billing with no e.bill

▪ 90+% of interactions over the phone

▪ Silo’d experiencesFro

m…

To…

Enable all touch points to have a holistic view of the customer and their business with us.

Ensure our customer’s never have to tell their story twice

Enable e.billing and payments, completely integrated with CRM.

Omni channel capabilities so we can evolve to meet accelerating expectations

the future is friendly®11

Customer centric digital strategy – the B2B Challenge

Order

Fulfill

Bill

Support Single View of Customer

Who is the Customer? No,

really…who?

A Business is more than a ‘really big

consumer’

Definition of customer must be visible

in systems ecosystem

the future is friendly®12

What have we built – modular approach

Introduced ‘Single View of Customer’ with SFDC to enable a 360° view of our customer including activities,opportunities, orders, contracts, tickets, & billing by integrating 20+ data sources into a simplified view.

Leveraged Vlocity & SFDC to reinvent our fragmented B2B Selling process including budgetary quoting, pricing approvals, specialty sales handoffs and Contract management.

Leveraged Vlocity to create an integrated quoting and ordering process to remove upstream pollution and ensure we improve our ability to deliver as promised. Netcracker to drive fulfillment automation.

Launched Globys Bill Analyzer enable an omni experience across 11 different billing systems. Introduced single payment for multiple accounts.

Introduced Case Management and integrated with ticketing systems to enable a single view of requests and tickets, and to ensure a customer doesn’t have to tell their story twice.

All “Omni enabled” to break down walls between channels, improve investment efficiency and keep up

with accelerating customer expectations.

the future is friendly®13

Results & Roadmap

2016

2017

2018

2019+

RoadmapResults

▪ Agile capacity and delivery planning

▪ guided by a B2B Blueprint

1 Single Integrated View of Customer

10% in ‘Likelihood to Recommend’

55% reduction in order cycle time

23% Billing Calls

20% reduction in Calls per Customer

5X our adoption targets on Billing Self Serve

70% of B2B users opt for paperless

SVOC

Case Mgmt

Bill View

CPQ

Contracts

Fulfillment

Dispatch

Credit

Omni case

Omni quote

Omni Bill

Bill Pay

Automation

Ticket Integration

B2B Selling

Dealers/VAR

Self Serve Order

Catalogue expansion

ITSM

Mobile user

Predictive / AI

Collapse legacy

Lightning

Knowledge Mgmt.

Bill Dispute

the future is friendly®14

Lessons Learned

Start small, build progressively based upon success – modular approach

Establish strong Executive support to clear any hurdles that arise

Don’t assume if you build it they will come

Happy users = Happy customers

Be comfortable with mistakes, fail fast.

No snowflakes – build features agnostic to segment, region & product

© 2018 TM Forum | 15© 2018 TM Forum | 15

Questions?