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Ryan  Powell  CRM  Prac)ce  Director  Slalom  Consul)ng  

Launch  and  Scale  in  the    Cloud  –  a  Customer’s    

Journey  

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Agenda  

§  Introduc:ons  

§  A  Customer’s  Journey    

§  Assessing  Cloud  Models  

§  Launching  in  the  Cloud    §  Challenges  §  Lessons  Learned  

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Ryan  Powell  

CRM  Prac)ce  Director    @  Slalom  Consul:ng    •  16+  Years  Consul)ng  •  13+  Years  CRM/Cloud  •  2+  Years  @  Slalom  

Slalom Consulting

is a national business and technology consulting firm with more than

2,400 employees across 14 offices in North America.

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Our  customer  was  looking  to  launch  a  new  business  with  the  following  ‘Wants’  and  ‘Needs’  

Want  a  new  business  model/revenue  stream  

Want  visibility  to  all  customer  interac:ons  

Want  to  launch  this  business  autonomously  

Want  to  launch  quickly  to  capture  the  market  

Want    :ghtly  governed  compliance  

Need  a  plaHorm  to  enable  this  new  business  

Need  a  well  integrated  plaHorm  

Need  a  solu:on  that  is  nimble  and  stable  

Need  to  scale  with  the  growth  of  the  business  

Need  a  solu:on  that  cares  for  PCI,  restric:ons,    customer  screening  and  accoun:ng/audit  

Want  the  ability  to  adapt  the  business  quickly  to  the  market    

Need  a  solu:on  that  has  low  organiza:onal  burden  

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Business  Process  to  be  Enabled  

Customer Registration &

Portal

Warehouse Receiving & Processing

Customer Configures

Order

Warehouse Processing &

Shipping Business

Flow

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Why  the  Cloud?    

Agility  and  Cost,  of  course…  

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Why  not  the  Cloud?      Given  the  benefits  of    speed,  agility,  and  the  cost  of  entry  coupled  with  what  is  available  to  run  a  business  in  the  cloud  today…Cloud  had  to  be  a  primary  considera)on  

SERVICE  

SALES  

MARKETING  

COLLABORATION  

DEVELOPMENT  

INTEGRATION  

COMMUNICATION  

Front Office: SaaS

Infra: PaaS, IaaS

FINANCE  

OM  /  LOGISTICS  

Existing BI  /  ANALYTICS  

Back Office: SaaS, PaaS

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Launching  in  the  Cloud  

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There  are  many  ways  to  solve  for  this  plaHorm.    Our  solu:on  approach  was  grounded:    

1.   In  the  use  of  best  in  class  enterprise  ready  solu:ons  2.   In  not  solving  for  things  that  have  already  been  solved      

How  we  went  about  mee)ng  the  needs…  The  Challenge:    Need  a  plaHorm  to  enable  this  new  business  

Need  a  solu:on  that  cares  for  PCI,  restric:ons,    customer  screening  and  accoun:ng/audit  

Need  a  well  integrated  plaHorm  

We  looked  to  leading  companies  like  Zuora  that  know  how  to  care  for  some  of  the  more  complex  components  of  the  solu:on…We  did  not  want  to  build  these  components.    (i.e.  Caring  for  PCI  within  our  :meline  was  out  of  the  ques:ons)  

All  of  the  components  selected  had  to  :ghtly  or  loosely  fit  together  already  using  industry  standards  or  prebuilt  connectors  

Need  a  solu:on  that  is  nimble  and  stable  Speed  to  launching  a  MMP  as  well  as  speed  to  market  going  forward  was  cri:cal.    All  of  the  components  selected  were  done  with  that  in  mind.  

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The  Solu:on  Components  

SERVICE  

SALES  

MARKETING  

DEVELOPMENT  

INTEGRATION  

Front Office

Infra Services

FINANCE  

OM  /  LOGISTICS  

Existing BI  /  ANALYTICS  

Back Office

COLLABORATION  

COMMUNICATION  

Customer Facing

Frontend Core Platform Warehouse

Processing

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§  Seek  out  and  gain  acceptance  of  the  solu:on  approach  internally    from  key  stakeholder  (Business  and  IT)  

§  Don’t  take  this  journey  alone,  truly  partner  with  your  vendors  

§  Iden:fy  an  owner  who  is  involved  and  invested  in  the  success  of  the  launch  

§  Iterate  o\en  and  fail  fast  

§  Go  into  this  prepared  for  an  ongoing  evolu:on  

§  Prepare  to  acquire  new  skills  and  approaches  

Key  Learnings: