Salesforce CRM Diagnostics

1. CRM Diagnostics & Assessment
Key Findings, Recommendations, Roadmap and Action Plan

2. How Does Legrand Achieve these Results?
Sales
27%
+
Source: Salesforce Customer Relationship Survey conducted March 2013 - April 2015, by an
independent third-party, Confirmit Inc., on 1,200+ customers randomly selected. Response sizes per
question vary.
Sales
Productivity
35%
+
29%
+
Win Rate
Forecast
Accuracy
40%
+
Lead
Conversion
34%
+
Here are Improvements by other Salesforce Customers (Ave. %)

3. Agenda
1. Overview
2. Current State Usage - Key Findings
3. Recommendations Business Drivers & Value Map
4. Roadmap Next Steps
5. Action Plan

4. Overview
Purpose
Team
Approach
40 Interviews
Scope
-Sales Process
-Oppty. Mgmt.
Deliverables
-Recommendations
-Roadmap
-Action Plan
12-Week In-Depth
Discovery, Diagnosis,
Analysis and Roadmap
Timeline
This was a major undertaking!

5. Agenda
1. Overview
2. Current State Usage - Key Findings
3. Recommendations Business Drivers & Value Map
4. Roadmap Next Steps
5. Action Plan

6. Current State Usage - Key Findings
Vantage WattStopper
Middle
Atlantic Electrorack Ortronics EWS Raritan
Account Management
Activity Event Management
Territory Management
Lead Process
Quoting
Sales Process
Collaboration
Product and Pricing
Email Integration
Mobile
Pipeline
Documentation
Relevant
Sales
Use
Cases
 SFDC Usage - “Highly Used”
(dark blue) does NOT ensure
best/great usage
 Quoting – Leveraging SFDC
Are we effective w/separate
processes & systems?
 White Space – Opportunity for
greater SFDC ROI. Can
enable achievement of
business KPI’s
 Pipeline - Primarily managed
outside of SFDC
 Best Practice - NOT shared
across brands/BU’s
 Business Processes – Unique
across all BU’s
 SFDC Collaboration –
Extremely limited
 SFDC Mobile – Minimal Usage
LEGEND
Other
System
Some
Usage
Highly
Used
SFDC = Salesforce
This summary is supported by significant detail findings

7. Agenda
1. Overview
2. Current State Usage - Key Findings
3. Recommendations – Business Drivers & Value Map
4. Roadmap Next Steps
5. Action Plan

8. Recommendations Business Drivers
Executive Level
Visibility
Sales Cycle
Time Decrease
Improve
Productivity
Sales Pipeline
Improvement
a. CTI Adaptor X X
b. Improve Project Scoring & Notifications X
c. Deploy Outlook Integration X X
d. Product & Pricing Information Availability X X
e. Revenue & Product Schedules X X
f. Single Integrated Quote Process X X
g. Automate Opportunity Closure X X
h. Automate Follow-up Tasks X
i. Improve Segmentation X
j. Territory Management X
k. Customize Mobile X X
l. Improve Opportunity Mgmt. & Ease of Use X X
m. Improve & Scale Collaboration X X X
n. Key Enabler: Center of Excellence/Governance Foundational to Achieve On-going Revenue Growth & Cost Reduction
Cost Reduction Revenue Growth

9. Value Map
Ease of Execution
Business
Value
Quick Hits
Lower value
and harder to
implement
Must Haves
Low Hanging Fruit
a. CTI Adaptor
b. Improve Project Scoring & Notifications
c. Outlook Integration
d. Product & Pricing Information Availability
e. Revenue & Product Schedules
f. Single Integrated Quote Process
g. Automate Opportunity Closure
h. Automate Follow-up Tasks
i. Improve Segmentation
j. Territory Management
k. Enhance Mobile
l. Improve Opportunity Mgmt. & Ease of Use
m. Improve & Scale Collaboration
n. Key Enabler: Center of Excellence/Governance
Order above – Does NOT Imply Priority
7
9
j
Easier
More Difficult
Low
High
k
g
e
d
i
b
m
f
c
h
a
n
Key Enabler
l
BU Specific Enterprise Key Enabler

10. Agenda
1. Overview
2. Current State Usage - Key Findings
3. Recommendations Business Drivers & Value Map
4. Roadmap Next Steps
5. Action Plan

11. Recommendations Roadmap
Q3 2016 Q4 2016 Q1 2017 Q2 2017
1. CTI Adaptor IN PROCESS
2. Improve Project Scoring & Notifications
3. Deploy Outlook Integration IN PROCESS
4. Product & Pricing Information availability
5. Revenue & Product Schedules
6. Single Integrated Quote Process
7. Automate Opportunity Closure
8. Automate Follow-up Tasks
9. Improve Segmentation
10. Territory Management
11. Customize Mobile
12. Improve Oppty. Mgmt. & Ease of Use
13. Improve and Scale Collaboration
14. Key Enabler – Center of Excellence
Initial Focus

12.  Increase # of calls logged – Target 50% YOY
 Increase # Actionable insights on reports, dashboards or thru automation –target
1-2 more by EOY
 Standardize process for logging phone calls
 Give Account Managers a 360 degree view of
their Accounts
 Provide actionable insights
 Utilize Click to Dial to quickly call and follow up
with lists of contacts in Salesforce
Enriched and more complete data
1
Next Step – CTI Adaptor

13.  If we only save each user 1 hour a week = $3M a year
 Increase # emails logged
 Improve response time to customer
 Search, view, update and create Salesforce
records from Outlook
 Spend more time selling and less time switching
between applications to search for related records
 Enables a 360 degree view of the Customer
Enriched and more complete data
Next Step – Outlook Integration
3

14. Notify the Right People at the Right Time
Qualified Project
Spec
VM
Key
Acct
 Expand Specification Search
 Push Project Notifications
 Notify when Key Account Involved
 Multiple notifications as Project evolves
 Increase # Multi-brand Opportunities .– Target 15%
 Decrease Lead qualification time– Target 50%
 Reduce # under-qualified “noise” projects – Target 25%
Next Step – Improve Project Scoring & Automation
2

15.  Increase Opportunity Follow up – Target 25%
 Increase Qualified Opportunities – Target 25%
 Increase Multi-brand opportunity WIN rates – Target 10%
 Match Stages to Sales Path
 Opportunities will create value to Sales Reps
 Opportunities will be used to manage pipeline
in addition to quotes
 Agents will want to put their opportunities into
Salesforce to manage their portfolio
 One Legrand will be presented at an earlier
stage in the Project
Next Step –Improve Oppty. Mgmt. & Ease of Use
Sales Process Automation
12

16. Next Step – Sales Process Automation
Streamline Opportunity Management
Update Stage
Email
Distributor
for follow
up
 Increase Opportunity Follow up – Target TBD
 Increase Pipeline Accuracy – Target TBD

17.  Change data delivery from a query model to a push model
 Leaders posting updates rather than emailing
 Reduce information overload
 Improved collaboration on projects thru Groups
 Find resources faster – Files & Data
 Privately collaborate on sensitive projects
Find Info & Respond to Customers Faster, Reduce Mtgs. & Email
Next Step - Enhance and Scale Collaboration
 Leaders posting at least once a week
 Increase # Chatter Comments & Posts– 25%
 Increase # Chatter Files Uploaded– 10%
13

18. 5 Shared Salesforce
Resources dotted line
to 5 Business Units
• Increases Sales
• Competitor Conversions
• Improve Sales Operational
Efficiencies
• Focus on One Legrand
Legrand Complexity
Salesforce Continuous Innovation
Limited Resources
Legrand Achievement
of Salesforce ROI
+
Why we need to Change how CRM/Salesforce is Governed
27 Salesforce
Releases
Since Legrand
Salesforce
Go Live
Sales
27%
+
Does Everybody Agree? How (you ask)?

19. CoEs drive process execution so that you can identify, prioritize, assign, execute,
and communicate while leveraging PEOPLE, PROCESSES, KNOWLEDGE, and
TECHNOLOGY and at the same time delivering real value to the Business.
Knowledge
People Processes Technology
Implement a Center of Excellence (CoE)
A CoE is a framework of Processes and Operating Model
14
Key Enabler

20. CoE Drives a Trusting Partnership Between Business & IT
Enables Velocity
IT
INCREASES
Focus on
Business
Priorities
PROMOTES
Rapid Response
to Business
Requirements
REDUCES
The Overall
Application
Backlog
ENABLES
Rapid
Value
Delivery
Business
14
Key Enabler

21. Design a Center of Excellence (CoE) specific to Legrand
 Requires Business Unit - Exec. Sponsors workshop participation (Approx. 5hrs over 30 days)
Request Sponsors and Champions to (1) validate requirements, (2) establish
metrics targets and (3) implementation support
 CTI Adaptor Sponsor______________ Champion_____________
 Outlook Integration Sponsor______________ Champion_____________
 Project Scoring & Notification Sponsor______________ Champion_____________
 Opportunity Management Sponsor______________ Champion_____________
 Enhance & Scale Collaboration Sponsor______________ Champion_____________
Business Support - Requirements to Execute
Action Plan

22. thank y u

23. Connect
Collaborate
Discover
Employees and Teams Discover, Connect, and Collaborate
Profiles
Connect with experts
Feeds
Stay informed in
real-time
Manage projects
& processes
Groups
Engage
customers
Recommendations
Find resources
Customer Groups
Follow files &
data
Files & Data

24. CoE Engagement Process and Timeline
Key milestones, approximate duration and due dates
Milestone Duration Delivery Method
Estimated
Timeframe
Accelerator overview
• Review details and schedule next steps
• Agree on quantifiable success criteria
30min Conference call
(sponsor)
Start
Discovery session
• Complete the Discovery Questionnaire
• Select Processes for discussion during workshop
30 min n/a
(sponsor & Key Stakeholders)
Start + 1 day
Return to Salesforce domain expert
• Complete the Discovery Questionnaire
• Selected Processes
n/a n/a
(sponsor & Key Stakeholders)
Start + 3 day
Conduct Customer workshop to define primary
processes, core responsibilities and 30,60,90
Roadmap
4 hours Conference call
(sponsor & Key Stakeholders)
Start + 5 days
Implement the Plan with 30,60,90 day
checkpoints with Salesforce Success
Management Team
1 hour Conference call
(sponsor & Key Stakeholders)
Start + 35 days

25. 1. Background & Overview: Groups / Roles Interviewed
Total of 20 interviews, 40 people covering the following roles and Business groups
• Inside Sales
• Field Sales
• Agency Reps
• Market Development
• Sales Managers
Roles
• BCS – Vantage
• BCS – WattStopper
• Commercial AV – Middle Atlantic Products (MAP)
• Datacomm – Electrorack
• Datacomm – Ortronics
• Datacomm – Quiktron
• Datacomm – Cables to Go (C2G)
• Electrical Wiring Systems (EWS)
• Raritan
Business Groups & Brands

26. 2. Key findings: Opportunities for Improvement Identified
Summary of interviews with key users
Inside Sales Field Sales Agency Reps Market Development Sales Managers
• Multiple systems to interface
– different quoting tools,
Website, Service Center,
ERP for orders etc.
• Automated creation of follow-
up tasks when quote is sent
out will help
• Better search capability
• CTI adaptor for logging and
reporting calls
• Customer mapping is very
difficult resulting in
duplicate opportunities
• Will be good if projects can
be automatically pushed
when they reach certain
stage
• Need an easy way to chalk
out and map all
stakeholders on an
Opportunity
• Outlook Integration
• Need a very quick and
easy way to enter the data
as they need to deal with
tools from multiple
manufacturers
• Different tools and
processes for different
brands – e.g., WattStopper
is different from Wiremold
• Tying to Quoting tool and
following a consistent
process will increase
productivity
• Need intermediate
opportunity levels which
are just pipeline
• Better segmentation of
Customers (Key vs Target)
• Product & Pricing
Information
• Inconsistent naming leading
to duplicate projects
• Mobile interface is different to
desktop interface
• Will be very valuable if
everyone starts using the tool
• Having project team
information will be helpful –
e.g., who the Middle Atlantic
Rep is for a project / customer
• Will be good to manage
Dealer onboarding stage,
trainings completed etc.
• Opportunities are double counted
– 6 contractors bidding for a
project and each needs a quote
• Cannot pull out revenues for
individual line items based on
shipping times
• Tremendous amount of overdue
opportunities as it never gets
closed
• No accessible training /
onboarding resources

27. 2. Key findings: What is working well today?
• Project Information from Dodge being used consistently across groups as needed
• Strong Opportunity Management processes and best practices followed by Raritan &
Electrorack that could be leveraged in Legrand instance
• Pockets of users in all the business groups are using Salesforce, however consistency needs
to be enforced
• Strong relationship with Rep Agencies built over the years who are very appreciative of
Legrand

28. 2. Key findings: Current Sales use cases in CRM
Business Group Processes used in CRM Additional Notes
BCS – Vantage • Account & Contact Management
• Communication tool for projects
• Opportunity & Project automatically created
• Tool for Customer Service Reps who use
Reports & Dashboards for order accuracy, on-
time shipments etc.
• Connected to Pardot for Marketing
• Pipeline managed in spreadsheet
• Every Vantage order is tied to Vantage branded opportunity
• Order # & Invoice # stamped on Opportunity
BCS – WattStopper • Account & Contact Management
• Opportunity Management (manual &
automated)
• Connected to Pardot for Marketing
• Different process for Internal vs. External Reps (Opp to Quote vs.
Quote to Automated Opportunity)
• Opportunity tied to Agencies (not to end customers)
Commercial AV – MAP • Account & Contact Management
• Track Website registrations, logins etc.
• Connected to Pardot for Marketing
• Opportunity automatically created
• Pipeline managed in spreadsheet
• Only Self service quotes are automatically created as Opportunities
in CRM
• Never close an opportunity
Datacomm – Electrorack* • Account Segmentation (Key / Target)
• Opportunity Management (>$50,000 to be
tracked as pipeline, everything at Quote stage)
• Task Management – complaints, RFQ’s etc.
• Documents - Attach PO, Quote, Changes etc.
• Business mandate is to have a quote for every Opportunity
• Strict naming convention enforced – append Quote #, Part #
• Inside Sales closes the opportunity and enters Order #
* Run on different instance of Salesforce
Different use cases / usage patterns across various groups

29. 2. Key findings: Current Sales use cases in CRM
Business Group Processes used in CRM Additional Notes
Datacomm - Ortronics • Opportunity Management for Quote
• Content Management
• Lead management – leads uploaded by
Marketing
• Connected to Pardot for Marketing
• Pipeline managed in spreadsheet
• Launch Pad created for quick access
• Never close an opportunity
Datacomm – Quiktron • Opportunity Management for Quote (>$5000)
• Beta Testing email to case
• Task Management - follow-ups, reminders etc.
• Engage in cross sell activities and classify the call as Go/No Go
• Quote & Order requests come from phone or to individual’s email
Datacomm – C2G+ • Opportunity Management (both for pipeline and
Quote) by inside Sales in SAP CRM
• Linked to Webstore to track logins
• Planning to use Pardot for email marketing
• Field Sales do not use CRM
• Quoting done in SAP ECC
EWS • Opportunity Management (Mostly for Quote and
sometimes for pipeline by MDG)
• Documents – Specs, Drawings etc.
• Task Management – Key initiatives
• Connected to Pardot for Marketing
• Integrated with EZP (Quoting system)
+ Use SAP CRM
Different use cases / usage patterns across various groups

30. 2. Key findings: Current Sales use cases in CRM
Business Group Processes used in CRM Additional Notes
Raritan* • Opportunity Management including product line
items (managed as pipeline)
• Forecasting
• Product support including RMA
• Lead Management (Salesforce integrated with
Marketo)
• Integrated with JDE to show inventory
• Task Management
• Deal Registration Program on a portal integrated with Salesforce to
create Opportunity on approval
• Operations team use Salesforce to forecast / build
* Run on different instance of Salesforce
Different use cases / usage patterns across various groups

31. 3.1: Solution Themes: CTI Adaptor
Current State
Recommended
Solution
Business
Benefits
• Moving from AMC to InGenius for certain Business Groups
• Quiktron:
• Current process involves making a call and logging it in Salesforce – Not all calls are logged
• KPI is measured by downloading the call logs from the Cisco System
• No consistency in Inside Sales processes for call logging
• Implement a standard CTI solution (InGenius) across all the business groups
• Establish standards in the call logging process across the groups with the right call qualifications
• Build Reports and Dashboards for senior management to track the inside sales metrics within
Salesforce
• Great productivity improvement for Inside Sales team
• Reduced administration effort in building management reports
• Establishes consistency in process (all calls logged)
• KPIs – Increase in number of Calls Logged, Decrease in time spent building reports

32. 4: Solution Plan: CTI Adaptor
Milestones
Resources
Needed
Metrics for
Success
• Build Reports and Dashboards for senior management to track metrics within Salesforce (initial reports complete
July 2016)
• Meet with Senior Managers to determine appropriate metrics to measure (complete by August 2016)
• Ad hoc reports will be developed on an as needed basis
• Identify power users / trainers via manager feedback (start in July 2016)
• 20 users activated for LDC Inside Sales (complete by September 2016)
• 95 other users across the Service Excellence Teams also to be activated (not in the scope of this project)
• Number of calls logged increased by 50% YOY starting in Q4 2016 through Q3 2017.
• Reports and Dashboards to provide 1 or 2 actionable insights by EOY. Examples of possible insights:
• Number of calls for price/availability may show us the need to communicate self-service option more clearly
• Time spent on the phone by call type can alert managers to coaching opportunities
• Calls for pricing can alert us to upcoming opportunities
• CRM CTI Adaptor Project Manager (identified)
• Beta test with one or two Inside Sales users so as to develop initial training curriculum (start in July 2016)
• 2 on site power users who will be SME’s that provide training and basic support (ongoing)
• CRM team to provide technical support: system maintenance, activating new users, monitoring usage and adoption,
etc. (ongoing)

33. Outlook Integration
Current State
Recommended
Solution
Business
Benefits
• Electrorack – used to have the integration until they moved to office 365 outlook integration
eventually was dropped. Users currently paste the email content into Salesforce manually
• Quiktron – When sending quote to customer, copy a group email address which is used for
reporting
• Some business groups go to Service Center to look at all the Quotes sent
• Roll out Exchange Sync or Salesforce Lightning for Outlook across all the Business Groups
• Establish process around ‘what’ emails needs to be synced with Salesforce – e.g., Quote sent to
Customer etc.
• Define and enforce similar process for Agency Reps (where integration may be feasible)
• Productivity improvement especially for Inside Sales Team
• 360 degree visibility of all the customer interactions
• KPIs – Increase in Emails/Activities logged, Reduced time spent in building Management reports

34. 3.2: Solution Themes: Improved project scoring & notifications
Current State
Recommended
Solution
Business
Benefits
• Projects are scored and ‘Spec’ Alerts available for some business groups e.g., EWS
• Some groups receive reports from Dodge but find it hard to filter out the appropriate projects
suited for their business group
• Some business groups find the project filtered lists / reports overwhelming to see what is relevant
for them
• Engage all the Business groups and identify the trigger conditions when each Business Group
needs to be notified
• Consider setting up targeted alerts for individual users based on the project attributes, stage and
Rep covering the territory
• Improved Sales Pipeline with stronger One Legrand brand perception
• Increased collaboration across brands with opportunity to enter in early
• KPIs – Increase in Project Conversion Rate, Increase in number of cross brand opportunities per
project

35. 3.4: Solution Themes: Product & Pricing Information
Current State
Recommended
Solution
Business
Benefits
• Product Information is not available in Salesforce. It is pulling through different ERP systems for
each Business Group
• Quiktron – Maintains this information in a spreadsheet which is derived from SAP
• Some groups use Service Center and Distributors use Distributor’s corner from Website
• Pricing information not available on mobile
• Host the pricing spreadsheets at a central location with access from Salesforce
• Build a tab or create a Chatter group for Pricing and manage files in the group
• Consider using ‘Files Connect’ to pull the file into Salesforce from external source
• Establish a process to keep the pricing up to date
• Decrease in Sales Cycle time (mobile access enables Sales to provide quick budgetary estimates
to contractors at the point in time)

36. 3.5: Solution Themes: Revenue & Product Schedules
Current State
Recommended
Solution
Business
Benefits
• Opportunity is captured only at header level with amount reflecting total value
• Electrorack & Raritan instances break down the amount at Product Group level
• Ortronics maintain the information in spreadsheet as it is not possible in Salesforce to break down
the revenue by product group and by shipping schedule
• In certain groups, when quotes are synced it is only synced at header level
• Consider establishing a common denominator across Business Groups where they would like to
track the revenue roll-up for reporting (e.g., Raritan tracks at Product Group level)
• Set up Product Groups and process to track breakdown of the revenues at Product Group level
• Set up Revenue and Product schedules to track the shipment dates for better forecasting of the
pipeline
• Reflects more accurate pipeline, Reduced administration time in building management reports
• Increase in customer response time and Increase in Sales
• KPIs – Reduced discrepancy in actual vs. forecasts

37. 3.6: Solution Themes: Single Integrated Quote Process
Current State
Recommended
Solution
Business
Benefits
• Each Business Group has a different quoting tool (e.g., EWS uses EZP) with different levels of
integration with CRM
• In certain groups, creating a quote automatically creates Opportunity in Salesforce
• Electrorack and Raritan have an offline quoting tool but rigorous process followed to enter the
quotes in Salesforce manually
• Consider having a single consolidated Quote Tool integrated / built into Salesforce
• Build a consistent process to track initial pipeline opportunity (revenue breakdown at product group)
which translates to single or multiple Quotes (with detailed product breakdown)
• Streamline the Quote to Order process
• Increased productivity and reduced sales cycle time as the team has a single system to interface
and with connected opportunity the details will flow through
• Will serve as an incentive to enter Opportunity in the initial pipeline stage
• KPIs – Reduced sales cycle time, Increase in quote accuracy, Improved reporting accuracy

38. 3.7: Solution Themes: Automated Opportunity Closure
Current State
Recommended
Solution
Business
Benefits
• Most of the opportunities are left open (in Quoted stage) due to difficulties in tracking order
• Raritan follows a rigorous manual process to close opportunities and enforces this through
management reports
• This leads to incorrect pipeline reporting for Senior Management
• Establish a process to enforce Opportunity closure
• Consider the possibility of automating it based on each Business Group – automatically closed
based on time lapse of Close date, notifications reminding users to close, integrating with ERP
solutions to track down the order
• Enforce management to run forecast / pipeline calls through Salesforce Reports
• Improved Productivity and accuracy in forecasts
• KPIs – Reduction in the number of Stale Opportunities

39. 3.8: Solution Themes: Automated Follow-up Tasks
Current State
Recommended
Solution
Business
Benefits
• Some tasks are automated while some are manually created
• Inside sales team in LDC create follow-up tasks as part of the manual process to follow-up with a
customer 2 weeks after the quote has been sent
• Identify points of automation within each Business Group and set up workflow triggers e.g., set up
tasks to follow-up once a quote is sent out, opportunity approaching close date, stale opportunities,
contacts not touched in the past 30 / 60 / 90 days etc.
• Leverage Process Builder to simulate the Business process and add follow-up actions
• Create call lists or reports for sales based on the follow-ups
• Improved Productivity
• Improved Rigor in managing relationship & Opportunity updates
• KPIs – Increased touch points with customers

40. 3.9: Solution Themes: Improved Segmentation
Current State
Recommended
Solution
Business
Benefits
• Distributors, Contractors etc. are tracked as Accounts but there is no segmentation to identify who
are Key vs. Target Distributors
• Distributor onboarding / training information is captured but not maintained
• Raritan follows a process of updating Account fields annually to identify their key target accounts
for the year
• Add segmentation fields at the Account and Contact level as needed for each Business Group
• A distributor Account page in Salesforce should give a perspective of which brands the distributor
sells and if they are a Key / Target for a particular brand
• Track the Distributor Onboarding stages
• Enforce process to keep the information up to date
• Provides Management a perspective of the time spent with each distributor (# Opportunities, #
Quotes etc.)
• Enables get a 360 degree view of a Distributor
• KPIs – Increase in Distributor reach

41. 3.10: Solution Themes: Territory Management
Current State
Recommended
Solution
Business
Benefits
• Territory data is available on Projects for certain Groups in Salesforce
• Not much awareness in the field on the data being available
• Logic based on zip code built already in the system
• Expand the Territory Management module to cover all the business groups e.g., looking at the
project need to know who the MAP rep is covering that project / Account
• Enforce process to keep the data up to date on a periodic basis
• Use this data to generate specific targeted alerts when Project goes through various stages
• Foundational solution that enables better collaboration and 360 degree visibility within the
Organization
• KPIs – Improved Collaboration within a project

42. 3.11: Solution Themes: Mobile
Current State
Recommended
Solution
Business
Benefits
• Mobile usage is sporadic across groups and used mainly to access contacts on the road
• Agency Reps were unaware of the existence of App in some cases while some mentioned the
interface is not intuitive and very different from the Desktop interface
• Use the mobile browser more often than the App to get a consistent experience
• Identify 10 ‘Mobile Moments’ that will be helpful to field sales / Agency Reps e.g., entering
opportunity, accessing pricing information, updating Opportunity Stage, Request Quote, enter call
notes, set follow-up tasks etc.
• Configure publisher actions for the Mobile Moments and train users
• Evaluate lightning UI for desktop for consistency in user experience
• Improved productivity with access to information / enter data on the road
• Increased pipeline accuracy
• Field Sales entering information themselves vs. passing it over to inside sales
• Better visibility of the relationship based on the logging of call notes
• KPIs – Increase in logging of call notes, Increase in usage by Field Sales

43. 3.12: Solution Themes: Ease of Use / Improved Oppty Mgmt
Current State
Recommended
Solution
Business
Benefits
• Current Opportunity Process – has limited stages, not consistently followed in terms of associating
it with End Customers
• Automated creation of Opportunities leading to duplicate Opportunities for the same project
• Search functionality not effective
• Stakeholders associated at Account level are not automatically copied to Opportunity
• Get Alignment of different Opportunity stages across Business lines to start tracking pipeline from
initial stages
• Enforce consistent processes on associating opportunities to end Customers, Single opportunity
with multiple Quotes
• Easy way to identify all stakeholders on Opportunity (coming back from Account)
• Search functionality to be made easier
• Leverage Brainshark to provide training / coaching at the point in need
• Executive Visibility on the true Pipeline
• KPIs – Increase usage of Reports & Dashboards by Senior Management

44. 3.14: Solution Themes: Training
• Define Training Strategy
• Define training delivery method (Instructor led, Virtual, eLearning etc.)
• Develop role based training materials focusing on specific business processes
• Live / Webinar trainings to power users / Champions who in turn train the end users
• Develop cheat sheets / one pager for each key process e.g., creating multi-brand opportunity
• Host all the training content within Salesforce e.g., Training tab with links to documents
• Ongoing Training
• Conduct bi-weekly office hours with focus on a specific topic e.g., Creating Reports, Using Salesforce Mobile
etc.
• Collect direct user feedback and answer questions
• Communication
• Monthly communication on tips & tricks, links to Why-To & How-To Videos
• New enhancement release communications

45. 3.15: Solution Themes: Data Governance & Quality
• Define Data Quality Strategy
• Identify objects that need a clean up – Duplicate Accounts, Contacts, Projects, Opportunities
• Define rules for Duplicates
• AppExchange Data Quality Analysis Dashboard
• Undertake a one-time clean up effort to have a good starting base
• Deploy Data Stewards in the Business Groups (champions / Power users)
• Opportunity to leverage Summer Interns
• Leverage Data.com Clean function
• Engage a third party agency for clean up (Raritan took this approach)
• Define long term data management strategy
• Establish a Data Governance Structure
• Set KPIs for Data Stewards and continuously monitor the Data Quality

46. Solution Themes: Sales Process
Current State
Recommended
Solution
Business
Benefits
• Opportunity Stages don’t match our process
• Opportunities aren’t creating value to Field Sales
• Currently Salesforce too Quote focused
• Incomplete visibility to projects in agency portfolio
• Field Sales is managing opportunities less than 50% of the time in Salesforce
• Expand Opportunity Stages
• Determine what construction stage brands should be engaged.
• Facilitate ease of use to update Opportunities with activity or stage changes
• Leverage Automation
• Field Sales manage ONLY those opportunities they’re really working
• Follow up reminder
• Ability to Track goal vs. actual opportunity value
• Increase opportunity follow up by 25%
• Earlier entry of Legrand solutions into the Project in design
• Increase multi-brand opportunities and WIN rate by 10%

47. 4: Solution Plan: Governance
Milestones
Resources
Needed
Metrics for
Success
• Leverage Salesforce Governance Accelerator program to kick-start the set up – July 16
• Identify Local Salesforce champions – July 16
• Set up a ‘Consolidated’ CoE model - August 16
• Create a Release Management Process – August 16
• Create a Data Management Process -September 16
• Create a feedback/ideas Process September/October 16
• Training for Governance changes – October 16
• Published governance charter and framework
• Identified data ownership reducing data entry errors vs. gold source data (MDM)
• Increased user adoption:
• More logged opportunities +10% YoY
• More logged customer interactions +20% YoY
• Feedback for process improvement instead of continuous, on the fly changes
• Less system modification cases – 10% YoY
• Executive sponsors
• Legrand CRM team
• Salesforce Accelerator Team
• Data Stewards
• Local Salesforce champions
• MDM team