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Salesforce Implementation within PwC Central and Eastern Europe, Georgy Avilov

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.

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Salesforce Implementation
within PwC Central and Eastern Europe
by Georgy Avilov
#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
#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
#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
#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
#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

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Salesforce Implementation within PwC Central and Eastern Europe, Georgy Avilov

  • 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.

Editor's Notes

  1. We decided to be technically enabled company, not an IT company.
  2. We decided to be technically enabled company, not an IT company.
  3. We decided to be technically enabled company, not an IT company.
  4. We decided to be technically enabled company, not an IT company.
  5. We decided to be technically enabled company, not an IT company.
  6. We decided to be technically enabled company, not an IT company.
  7. We decided to be technically enabled company, not an IT company.
  8. We decided to be technically enabled company, not an IT company.
  9. We decided to be technically enabled company, not an IT company.
  10. We decided to be technically enabled company, not an IT company.
  11. We decided to be technically enabled company, not an IT company.
  12. We decided to be technically enabled company, not an IT company.
  13. We decided to be technically enabled company, not an IT company.
  14. We decided to be technically enabled company, not an IT company.