People will drive digital transformation. Or will fail. Focus on adoption - plan it as a long-term journey, not just as a project. Remember - your employees are different and they won't change overnight. Engage leaders, let everybody follow and don't let them get bored. The human-centric approach would help: 1. Identify key leaders - both formal and informal 2. Create journey map 3. Tailor learning experience 4. Let the technology help Immersive learning and gamification will facilitate adoption as well, Client IQ will measure progress and Introhive will automate some of routine tasks. Salesforce is providing you with technically outstanding software and a lot of integrated solutions. Use them to leverage adoption. Of course tailoring KPI-s will motivate people even more. But the best buy in happens when you sell smth bigger than what you were supposed to offer - like new ideas or even new philosophy. In PwC we are tailoring Salesforce to Sales skills trainings providing our people with a new way of working. That combination gives us smth more than a new tool - it opens new horizons.

1. Salesforce Implementation
within PwC Central and Eastern Europe
by Georgy Avilov

2. #CD19
Salesforce in PwC - Central and Eastern EuropeSalesforce in PwC - Central and Eastern Europe
Georgy Avilov
Salesforce Project Manager in PwC,
Central and Eastern Europe
2 Phases of Project
29 Territories
4500+ Users

3. #CD19
Salesforce in PwC - Central and Eastern EuropePwC - global digital transformation
2013
Since PwC’s participation in the Salesforce
Global Strategic Partner Innovation Awards
programme
2017
Set up a journey to be a digital enabled
company to respond the needs of our Clients
@СzechDreamin
$1bn
PwC has invested in its own digital
transformation in recent years, which
incorporates the Salesforce deal.
#CD19#CD19
158
Territories
236 000+
People Employed

4. #CD19
Salesforce in PwC - Central and Eastern EuropeSalesforce as a Critical Component in PwC digital transformation
biggest Salesforce global roll out ever - same environment across the Globe
Our three goals
to be achieved with Salesforce:
Build stronger,
more trusted
relationships
with our clients
Achieve time
savings for both
our people and
our clients
Improve our
sales discipline
to increase our
pipeline and
wins
1 2 3

5. #CD19
Salesforce in PwC - Central and Eastern EuropeChange Management
@СzechDreamin
#CD19#CD19
Becoming a leading-edge
technology adopter opens up
incredible opportunities for us.
And we must be open to learning,
making mistakes and course
corrections along the way.
Progress, not perfection, will be a
new technology mindset for PwC.
Bob Moritz,
PwC Global Chairman
75%
of digital transformations fail to generate
returns that exceed the original investment
70%
of those that fail are due to a lack of user
adoption and behavioural change

6. #CD19
Salesforce in PwC - Central and Eastern Europe
Time
Digital enablement: Salesforce as a Critical ComponentOwnership
Global PwC
PwC in Territories
Globals
• Strategy, principles and guidance
• Tools
• Communications
• Training
• Sharing of leading practices
• Dedicated resources
• Lessons learned
Territories
• Implementation
• End to end rollout
• Customizations of Global Materials
• Local legal compliance
• Local leadership engagement
• Adoption phase

7. #CD19
Salesforce in PwC - Central and Eastern EuropeChange Management - Keys to Success and Assumptions
3 keys to success
• Assembled a gold-medal team
of specialists
• Lived by the one-third rule
• Recognized the global/local
balancing act
Assumptions
• People are different
• People expect technology
to be easy to use
• People follow leaders
• People get bored
• People don’t change overnight

8. #CD19
Salesforce in PwC - Central and Eastern EuropeIt’s a journey, not a project
Human-centric design Interactive experiences to
drive behavioural change
Tools we use with
Salesforce
Identify key personas -
Leaders and Champions
Immersive learning
experiences
Escape rooms and
White Glove trainings
Create journey maps In-context learning One day in a life videos
Tailor learning experiences Gamifying behaviours Client IQ
Let technology help AI to automate tasks Introhive

9. #CD19
Salesforce in PwC - Central and Eastern EuropeCentral and Eastern Europe
Poland
Russia
Romania
Kazakhstan
Czech Republic
Slovak Republic
Hungary
Bulgaria
Croatia
Serbia
Latvia
Estonia
Lithuania
Albania
North Macedonia
Slovenia
Kosovo
Ukraine
Belarus
Moldova
Bosnia and Herzegovina
Azerbaijan
Armenia
Georgia
Mongolia
Uzbekistan
Tajikistan
Turkmenistan
Kyrgyzstan

10. #CD19
Salesforce in PwC - Central and Eastern EuropeChallenges and Regional specifics
https://randysrandom.com/cultural-differences/
Objective distribution
stuff
bad good
Junk
It’s okay Good
Awesome
Pretty good

11. #CD19
Salesforce in PwC - Central and Eastern EuropeChallenges and Regional specifics
https://randysrandom.com/cultural-differences/
Pretty
good
It’s a good start
Americans
stuff
bad good
This is awesome!

12. #CD19
Salesforce in PwC - Central and Eastern EuropeChallenges and Regional specifics
https://randysrandom.com/cultural-differences/
English people
stuff
bad good
It’s fine

13. #CD19
Salesforce in PwC - Central and Eastern EuropeChallenges and Regional specifics
https://randysrandom.com/cultural-differences/
Even so…
Eastern Europeans
What is this garbage? I don’t like it
stuff
bad good

14. #CD19
Salesforce in PwC - Central and Eastern EuropeChange Management – later findings
#CD19
Personal KPI-s really matter
Integration into a document flow
Sales trainings, not just Salesforce
The world is going mobile
Split the Adoption in 2 phases⬄

15. #CD19
Salesforce in PwC - Central and Eastern EuropeAdoption - regional results
Jan - Sep 2018 Oct 2016 - April 2017 July - Dec 2017 July - Deс 2017
Oct 2018 - July 2019 continuously continuously continuously
July 2019 - July 2020 - - -
Go live
Adoption phase 1
Adoption phase 2
Average Client IQ
per month by now

16. #CD19
Salesforce in PwC - Central and Eastern EuropeWhat worked best in Eastern Europe
Go live:
• Support model
• Salesforce Champions
and Early Adopters
• White glove trainings
Adoption:
• Sales KPI-s
• Client IQ Competition
• Leadership meetings
with live dashboards
• Sales trainings
Pre-Go live:
• Brand awareness
• Escape rooms
• Introhive
• Mobile experience

17. #CD19
Salesforce in PwC - Central and Eastern EuropeIn a nutshell
• Transformation is a journey - not
a project
• People, not technology, will drive
Adoption. Or break it.
• Let the Leaders lead
• Eastern Europe has its specific.
But still manageable.

18. Thank you!