Whether you're a small shop or a large enterprise, you'll find it worthwhile to hear about the 2800-user deployment of Saratoga Thin Client across JCI and gain firsthand insights into the lessons learned by two of the project leaders.

1. IMPLEMENTING THIN
CLIENT
AT JOHNSON CONTROLS,
INC.
May 2012

2. Johnson Controls, Inc
A global diversified technology and industrial leader serving customers in over 150 countries
Our 130,000 employees create quality products,
services and solutions to optimize energy and
operational efficiencies of buildings; lead-acid
automotive batteries and advanced batteries for hybrid
and electric vehicles; and interior systems for
automobiles.
• Fiscal Year 2011 global sales were $40.8 billion
• Ranked #76 in 2011 U.S. Fortune 500
• Recognized in several leading industry publications.
Accolades include being named among:
– 100 Best Corporate Citizens
– 100 Best-Managed Companies
– 50 Best Manufacturing Companies
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3. JCI History with CDC
2011 -
Implementation of
2008 - CDC acquired Saratoga CRM thin
Saratoga Systems client
May 2007 - Major
software and design
upgrade to support
the relationship-rich
nature of the
October 2000 – construction business
Upgraded to
Saratoga System
Avenue
•New screen design and
tab format
1994 - First
introduced to
the Building
Efficiency
division of
JCI, as Saratoga
Systems SPS
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4. Saratoga CRM Background
• Saratoga CRM is the system of record for sales forelog in
the Building Efficiency division of JCI
• Application supported by in-house employees
• Conversion to thin client was done almost exclusively in-
house
– Consulted with CDC Professional Services for guidance
– CRM advice from 3rd party CRM
industry expert
• All custom development
was performed in-house
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5. Saratoga CRM Users and Customers
• System has >2,800 worldwide users
• Database content
>250,000 Owner Customers/Prospects (225 data points)
>50,000 Contractor Accounts
>20,000 Consulting Engineer Accounts
>1.5 million Opportunities (450 data points)
>600,000 Notes
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6. Motivation for Thin-Client
• Make current CRM users more
productive
– Eliminate data synchronization
time/process
– Streamline integration to contract
booking
– Up-to-date „look and feel‟
– Consolidated tabs, improved font
– Creation of dashboards
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7. Motivation for Thin-Client
• Simplify deployments, particularly in
countries where IT infrastructure is less
mature
– Reduce local IT support
– Reduce machine incompatibilities
(Windows versions, service packs,
security, anti-virus)
– No help desk or local IT resources to
configure, fix or remove CRM application
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8. Motivation for Thin-Client
• Accelerate release/upgrade process
– Saratoga CRM software releases
– Schema/structure, business rules, screens
– Updates can be done with no downtime (100% uptime) because
of redundant servers
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9. ‘Live’ – More Accurate and Timely Data
• Web-based platform makes all data updates „live‟
– Removal of the one-day lag inherent in the client-based
technology
• Sales reps can enter
data and management
can view updated
reports immediately
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10. ‘Live’ – More Accurate and Timely Data
• Sales reps don‟t need their work laptop
to update
– Work from any computer that has
network connectivity
• No SEND or GETCHANGE procedure that takes away time
and attention from sales reps
– Especially for management whom may only go into the system
once a week
• No weeklong „blackout„ period for major CRM „structural‟
changes
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11. Team Collaboration
• Security model removes region
distribution constraints and allows
for extended viewing rights for
users.
– Streamlines business processes
– Enhances teamwork
– Reduces sales rep hassle
– Protects company's informational
assets
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12. Team Collaboration
• Sales reps have access to all level 1 account data in their
continent
– Reduces duplicate accounts
• Sales reps have temporary access to selected level 2
information in their continent
– This allows for opportunity creation and teaming anywhere
• Tight security on opportunity reporting is enforced
– Information is displayed on the screen, one site at a time, only
during user‟s current session.
– Cannot be accessed via Query Tool
12

13. Team Collaboration Example
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14. Booking Process
• Transfer an opportunity to the booking system
• Existing process was time-consuming and prone to errors
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15. Booking Process
• Previous Process
1. Copy/write down the Opportunity Contract Number
2. Save/close the opportunity
3. Opens the “booking report”
4. Paste the Contract Number into the report
5. Saves the report output to a file on their computer
6. Open the JCI booking system and log in
7. Select the report file to import into the booking system
8. The booking system validates the data and displays any errors
9. If any errors, user goes back to the CRM Opportunity and fix
10. Repeat the above process, until all errors are fixed
• New Process
1. Press the Post Opportunity button
2. Errors are displayed in Saratoga CRM
3. Fix the errors and try again
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16. Booking Interface
• Web technology allows for major process improvements
– Replaced with automated data exchange
– Greatly simplifies user process
– Eliminates user creation of upload files
– Nothing to install or configure on desktops
– All code is located on the web servers
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17. Booking Interface
• Module written in house
– Microsoft .NET
• Uses Saratoga CRM „CDX‟ plug-in architecture
– CDX allows data to be passed from Saratoga CRM to a custom
developed module
• Communicates to multiple booking systems
– Standard web service interface to booking system
CRM Booking
CDX System
Client SOAP Message Web Service
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18. Booking Interface Example
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19. Dashboards
• Seen by the users every time they login to the system
• „Quick Hit‟ summary views of Sales Analytics
• Data comes from Saratoga CRM
– Processed by a custom analytics system
• Adjust and prioritize daily activities to achieve goals
• Easy for them to stay on top of the „big picture‟
• Configurable choice of charts and graphs
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20. Dashboard Example
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21. Dashboard Implementation
• Saratoga CRM supports Dashboards
• These dashboards can be custom web pages
– Hosted on any machine
– Built with any language
– Programmed to display anything
• JCI wrote custom web pages using ASP.NET / VB.NET to
display personalized graphs and charts
• Dashboards are customized by user
– SiteMinder - Centralized single sign-on access management
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22. Performance Tuning
• CDC Professional Services for performance profiling
– Helped drive performance improvements in Saratoga CRM
• Meta fields
– Each one takes time to compute
– A site, with 1,000 opportunities, with each opportunity containing
30 meta fields = 30,000 calculations
• Joins to other tables have a slight impact
• View fields (from a join) have a significant performance
impact
• Opening a Site is affected by the size and number of
records in the first Level 2 tab/grid
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23. Reports & Queries
• Standard reports added to the Navigation Bar
– Segmented by region
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24. Reports & Queries
• Desktop (thick client) reports must be converted by admins
to thin client
• Prompts are required for all thin client reports
• Only allow select users to create public reports
• Still dealing with how 2,800+ users can share reports
(without making them all public)
• Need procedure to clean up
reports when they are no
longer needed (people leave
the company)
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25. Deployment
• Performed in parallel with existing system
– 200-400 users (1 region) done every other week
– Deployed over 5 months (including beta)
• Based on support resources availability
• Monitored performance/stability
• Email notices a month in advance promoting new system
• Conversion reminder sent one week prior to deployment
• One day prior to conversion
– Reminder to do a final GET/SEND
– Stop using Windows application
– Begin using the Web application the next morning
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26. Support
• Offered to convert desktop .RPT files to thin client
• Created training videos using Captivate software
– Valuable for users converted
– Great going forward for new users
• Follow up
– Phone calls to all managers and teams 3-4 weeks following each
regional deployment.
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27. Experience
• Overall very positive response
• “The reps used to say that they worked for [CRM]. Today,
they say that [CRM] is working for them.” Quote from a
Regional Sales Manager.
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28. Fears that did not materialize
• Performance is acceptable to users
• Query/report tool different than Windows client
– Users overwhelmingly like thin client better
• Offline mode not available
– Having live data and access from any network connection
outweighed benefits of working offline
• Dashboards cause little to no performance degradation

29. Fears that did not materialize
• Load on servers less than expected (CPU 2-20%)
• Big reports don‟t kill the system
– No spike when the report runs
• Stability of system
– 99.99% uptime
– So far only 1hr downtime (on 1 of the 4 servers)
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30. Questions?
Thank you for your attention!
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31. Hardware Diagram
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