next generation cloud adoption - beyond just cheaper & faster – transformation at scale
TRANSCRIPT
Copyright © 2011 Capgemini. All rights reserved.
Sam Lowe Head of eBusiness, Capgemini UKAugust 2011
Next Generation Cloud AdoptionBeyond just cheaper & faster – transformation at scale
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Capgemini are …
Revenue 2010: €8,697 million
Group workforce 108,698
Working Offshore 38,422
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Capgemini: SaaS and Salesforce
Revenue 2010: €8,697 million
Group workforce 108,698
Working Offshore 38,422
We started our SaaS practice c.5 yrs ago
Implementations for 30+ enterprises
Now over 100 SFDC specialists
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
I’m told that I need not present the benefits of SaaS from the Cloud…
Benefits of Delivering from
the Cloud
Full flexibility – content
and delivery
Reduced time for Project
Delivery
Reduced Wasteage
Fast delivery of new
Technologies
Greater control by
the business
Reduced IT costs of ownership
Replace the outdatedwith new,agile tech
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Where has ‘SaaS in the enterprise’ come to in recent years?
However… Adoption is still higher in distinct orgs (SMEs, High-Tech, NFP)
In larger enterprises deployments beyond departmental or functional are still quite new…
Why is this? Being provocative, why hasn’t it moved faster? What is slowing down enterprises for it on a bigger scale?
Incredible SaaS adoption SaaS in 10 yrs
Using Salesforce.com as an analogue, the growth rate to today’s c.100k customers is huge
Including in the enterprise: key Salesforce.com large Enterprise references include Japan Post, Dell, Aon, Sprint Nextel and many more
c.100,000 customers
10 years
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
What concerns, real or FUD, have been holding back Enterprises?
Reliance on being on-line (E.g. distance/ latency, downtime)
Privacy, security, residency and identity
Market availability and maturity of sufficient services
Data transfer and integration (E.g. speed, cost, security)
Portability (a.k.a. lock-in and exit costs)
Service integration & commercial management
Someone else’s design and resources, but not their risks
This is what organisations like us (and probably many in the room) spend much of our SaaS time dealing with, separating the real from the FUD, and mitigating the real
Which are real, which FUD?
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Going beyond doing the same, faster and cheaper
Realising genuinely transformational opportunities using digital and online technologies (including SaaS/cloud)
Giving SaaS the qualities it needs to be more usable at large scale in large
Enterprises
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Of course, the world has changed in the last few years at the same time, each enterprise now finds itself in a rather different place to where it was 5 yrs ago
Mobile Social Realtime
From: iPhone et al From: Facebook et al From: Twitter et al
• Pervasive• Locally Aware• Apps Where
• Connected• Personally Aware• Self Broadcast Who
• Messaging & Feeds• Event Aware• Body of Content When
4-5 y
rs ag
o
Didn’t R
eally
Exis
t
4-5 y
rs ag
o
Didn’t R
eally
Exis
t
4-5 y
rs ag
o
Didn’t R
eally
Exis
t
The pace of change is unparalleled, not just in technology to deliver, but how it is used
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
One of the world’s oldest organisations
Can trace itself back to the organisation formed by Henry VIII in the 1500s
Responsible for the 1st postage stamp, the Penny Black c.1840
Responsible for the 1st post boxes, red pillar boxes c.1850
The Royal Mail Group
9,200 employees 13,850 branches
(more than any other UK retailer)
63m transactions per week
15p in every £1 transacted in the UK handled via the Post Office Network
4,500 employees 2 Hubs 47 Depots 1,800 vehicles 207k parcels
handled per day
165,000 employees 69 Mail Centres 1,400 Delivery
Offices 30,800 vehicles 80m items handled
per day Delivers to 28m
addresses per day
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
RMG Business Context
12
Customers increasing online… everywhere
Constant change in business, regulations, public policy, & customers
RMG Core Business
Challenges
Core postal business in decline
IT- Constant game of catch-up
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Customers dictate design
Be a Cuckoo - embed your brand & services in other
people’s sites
Buy flexible capacity – pay for what you use
Leverage the exponential growth of new technologies
Continually Use the latest ‘Best Practice’
Web is a fashion product (change your wardrobe regularly)
Build for your future customer
The concepts of next generation eBusiness we designed with them
Next Generation e-Business
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011 © 2010 Capgemini - All rights reserved 14
Having your cloud cake and eating it
SpeedFlexibility
AgilityBusiness user
ScalableEconomics
IntegrationMultiple vendors
Charges, Contracts
Identity Mgmt.Service Mgmt.Rogue buying
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Capgemini Immediate changes our role from Systems Integrator to Services Orchestrator
© 2010 Capgemini - All rights reserved 16
From systems integrator to services orchestrator
The largest orchestrated cloud services programme in Europe
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Another example: genuinely multi-channel & customer centric solution for the scale of a tier 1 retailer, but with a prototype that can be demonstrated in wks
Web AnalyticsData warehouse
Single View of Customer
eCommerce
Campaign Management
Marketing & Merchandising
Fulfillment
Customer Service
Customer Collaboration
In-store Customer Services
SMS alerts Re order & delivery
Driver’s Device
Mobile AppIn-store POS
Contact Centre
In-store Local Expert
Outbound Comms
Social Media Presence
Outbound Loyalty Vouchers
Mobile Web
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
A technology framework for
change
… a services integrators’ toolkit: many acting as
one
Ecosystem and service operations
model
…why procure when you can respond and
enhance
Commercial model for continuous
innovation
… lowering inhibitors to innovation. Elastic costs based on business metrics
The technology framework is the typical focus, but the other aspects of ‘Immediate’ was more complicated and time-consuming, and delivers
more value
We’ve had to develop multiple components to assist with this
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
We believe this will take SaaS to the next level in the enterprise
Going beyond just cloud delivery as quicker and cheaper, - That is table stakes. It is the obvious means of delivery for any external-
facing need, and many internal. How else would you do it these days?
And of course, putting in a model to be continually quicker & cheaper- Continually getting the fastest access to innovation, and the quickest means of
deploying it
Working the way that modern customers increasingly expect- Online as the default means of interaction,
on customers’ terms,- Customer Interaction is 2-way, closed-loop.- Mobile, social and realtime by design from
day 1, not just a web site. Continually evolving.
Taking advantage of online approaches across all channels, not just the web- Delivering customer-
centric, consistent cross-channel interactions and experiences
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
The theory suggests a gradual move of many parts of each organisation’s IT estate from the current mainstream to something very new to them
FROM THIS TO THIS
Mostly Commercial Software
Some Open Source
(in commoditised or embedded
stacks)
Experimenting with Cloud
Continual reappraisal
Cloud-based Services wherever viable
(subject to significant diligence)
Open Source Platforms
(on IaaS or as PaaS)
Commercial software only where needed (due to lack of
viable alternatives, or
for risk mitigation)
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
3 key tenets of the next generation of SaaS adoption
Socia
l CRM
Enterprise Integrated Cloud ServicesDigital Enterprise
NextGeneration
SaaS Adoption
New generations of customer interaction, based on participation, conversations and even partnerships. Using online as the platform.
Moving beyond the model of broadcast and the contact centre for how businesses and customers interact.
Fostering inclusive collaboration and serendipitous
connections around a social living body of work, across
organisation boundaries.
Moving beyond the model of mail, documents & in-trays that still dominate the way Enterprises operate today
Delivering enterprise-wide cloud and digital services through technical and commercial integration of best-of-breed providers,
and provision of an continually evolving, managed ecosystem
Moving from packaged application products, to integrated services as the an (the?) Enterprise-wide IT strategy / approach
