Accenture - Mapping out your journey to the Social Enterprise


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Accenture - Mapping out your journey to the Social Enterprise

  1. 1. Accenture: Mapping out yourJourney to the Social Enterprise22nd May 2012Presented byAndrew Greenway (Accenture)Rob Flynn (RSA)Saideep Raj (Accenture)
  2. 2. Social Enterprise Video
  3. 3. Presenters Andrew Greenway Rob Flynn Saideep Raj Global Cloud Services Change & IS Partner Global SaaS Lead Programme Lead for UK Operations Accenture Accenture RSA
  4. 4. Agenda Introducing the Social Enterprise Case Study - RSA Lessons learned Accenture and Social Enterprise Accenture and Salesforce Question and Answer Session
  5. 5. Introducing the SocialEnterpriseAndrew GreenwayAccenture
  6. 6. What is a Cloud Enabled-Business? What isthe Social Enterprise?
  7. 7. Why “Social Enterprise”?Situation: Companies want to Complication: How to make engage actively with it real – Technology, customers, partners and Process, People – and employees continuous Internal Collaboration What does Social mean for your Business? Collaborating C2C w/Partners & Collaboration Customers Opportunity: Rethink customer intimacy and employee collaboration, redefine interactions and relationships, B2C and B2B
  8. 8. Case Study - RSARob Flynn – Change & ISPartner for UK OperationsRSA
  9. 9. RSA at a glance 300-year heritage and one of the world’s leading multinational insurance groups Employ around 23,000 people, serving 17 million customers in around 140 countries. Our Global Brands:
  10. 10. Salesforce’s footprint in RSA UK Diverse footprint of developments  Service Cloud deployment “Customer Service Interface” (CSI) to 900 Operations colleagues in UK and BPO More Than (Personal Direct)  Same 900, joined by additional 600 (Personal Affinity colleagues on Knowledge deployment  Upcoming second Service cloud deployment to 900 further Operations colleagues in Commercial  Various developments to support Promise strategy and risk assessment management systems for multinational customers10
  11. 11. Accenture’s involvement at RSATimeline 2003 onwards - SI Delivery engagements (Started 2003) 2004 - Business Process Outsourcing (Started October 2004) 2011 – First implementation of Contract to 2016 to supply a variety of front and back office rolesPeople Currently 900 resources with Bangalore and Mumbai resources supporting Over 75% of service delivered by utilising the Accenture’s Bangalore delivery centreResults: Delivering Claims, Sales and Service, Customer Accounting, Finance, Commercial Lines business 2009 Operations Transformation cost reduction of c. 600 FTE enabling delivery of £14m benefits
  12. 12. Case Study - CC GUI Release 2 Business Challenge RSA approached Accenture in March 2011 in search of a partner to delivery an integrated customer, policy and case management solution for RSA’s MORE TH>N personal customers in the UK The existing agent system environment was cluttered and complex and required agents to use a large number of applications to service customers Agents had limited view of each customer This change needed to be delivered in by July 2011
  13. 13. Case Study - CC GUI Release 2Conference Room Pilots ACN Onshore ACN SFDC Offshore RSA RSA Biz IT Team Conference 1 Room Pilot Collaborative and Integrated Project Team4 Collaboration and 2Prioritization Confirm Dynamic Inputs Release Scope Drive Scope 3 Capacity Readouts Reveal Remaining Level of Effort
  14. 14. Case Study - CC GUI Release 2Results  The new solution went live as planned in July 2011  Project delivered in just 16 weeks, on time and within budget. Training and rollout is now underway for 900 users, across MORE TH>N contact centres in Liverpool, Sunderland, Peterborough, Mumbai and Bangalore
  15. 15. Where we go nextApplication Business value Global CRM Personal Lines Release 3 Commercial Operations Personal Lines Release 2 Personal Lines Release 1 We are here Time
  16. 16. Lessons learnedSaideep Raj (Accenture) &Rob Flynn (RSA)
  17. 17. Lessons Learned from RSA Deepen the design with your people alongside development leads Adoption drives successDo not underestimate thecomplexity of scale deployments Data, data, data Make sure you have the internal ability to run/change the assetUnderstand the KPIs that drive yourbusiness case and make sure you canisolate/measure them Be clear on scope but be comfortable managing it
  18. 18. Accenture and SocialEnterpriseSaideep RajAccenture
  19. 19. The Social Enterprise Blueprint Map Redesign The 50 day Social Enterprise blueprint approachInitiate Build begins with pain points in the current business, creates a vision for the future, develops rapid prototypes that bring the vision to life, and then creates a clear execution roadmap for transforming the enterprise both inside the organization and in how it interacts with customers. Optimal Greater Front Office Customer Business Engagement Agility Systems of Engagement Systems of Single Real-Time Record View of Decision the Making Customer
  20. 20. The Social Enterprise. Delivered.
  21. 21. Accenture is the clear leader in implementations Forrester Wave™: Implementation Q2 2011 “Accenture is a leader in the SFDC implementation space due to the size of its practice and the provider’s substantial depth of experience in larger, complex projects. Accenture has started to build out industry-specific IP in the form of accelerators for and other SaaS areas. It also conducts industry- specific deployments, such as larger deployments of Veeva, a life sciences, SaaS-based add-on for SFDC. In a number of accounts, firms have selected Accenture in phase 2 or phase 3 of an SFDC rollout when they outgrow a smaller specialist.”© Forrester Research, Inc., Source: The Forrester Wave™: Implementation, Q2 2011. In A Rapidly Changing Enviro nment, Forrester Sees Increasing VendorDifferentiation. By Liz Herbert with John C. McCarthy and Mark Grannan, May 2011. The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Waveare trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forresters call on a market and is plotted using a detailed spreadsheet withexposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forreste r Wave. Information is based on best availableresources. Opinions reflect judgment at the time and are subject to change.
  22. 22. Question and AnswerSessionAndrew Greenway & Saideep RajAccenture
  23. 23. To speak more with our team please stop by our stand in the Expo. Thank you!