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Aan008 Root 091907


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Aan008 Root 091907

  1. 1. Going Global: How to Take Your Implementation Global Hernan Vera Ryder Scott Rames Dimension Data Steve Root Admin II: Advancing to the Next Level
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at /investor ., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. Agenda <ul><li>Ryder’s experience when planning to take their Salesforce instance global </li></ul><ul><ul><li>Hernan Vera – Senior Director of Marketing, Global Supply Chain Solutions </li></ul></ul><ul><li>What Dimension Data did to insure continued global success </li></ul><ul><ul><li>Scott Rames – Global Sales Automation Director </li></ul></ul><ul><li>Key Take-away items </li></ul><ul><li>Questions </li></ul>
  4. 4. Key Take-a-ways From This Session: <ul><li>Planning is Key! </li></ul><ul><ul><li>What should you plan for initially? </li></ul></ul><ul><ul><li>Considerations for on-going change management & support </li></ul></ul>
  5. 5. Salesforce Capabilities for Global Deployments <ul><li>Historical currency exchange rates! </li></ul><ul><li>Translation Workbench </li></ul><ul><li>Delegated Administration </li></ul><ul><li>Custom object translator </li></ul><ul><li>Multi-lingual AppExchange packages </li></ul><ul><li>15 supported languages (Russian added) </li></ul>
  6. 6. Hernan Vera Senior Director of Marketing, Global Supply Chain Solutions [email_address]
  7. 7. About Ryder <ul><ul><li>INDUSTRY : logistics, supply chain and transportation management solutions </li></ul></ul><ul><ul><li>EMPLOYEES : 28,600 </li></ul></ul><ul><ul><li>GEOGRAPHY : Global (Concentration in the U.S., Canada, Mexico, Brazil, Argentina, Chile, UK, Germany, Singapore, China) </li></ul></ul><ul><ul><li># USERS : 200+, 12 currencies </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Salesforce SFA, Mobile, Territory Management, 11 downloaded AppExchange applications </li></ul></ul>Ryder is a Fortune 500 provider of leading-edge transportation, logistics and supply chain management solutions worldwide.
  8. 8. Challenges Faced - Preparing to Go Global <ul><li>Business Challenges </li></ul><ul><ul><li>International business units operating autonomously </li></ul></ul><ul><ul><li>Inconsistent nomenclature and processes </li></ul></ul><ul><ul><li>Mix of English and native speakers </li></ul></ul><ul><ul><li>Formal sales processes immature </li></ul></ul><ul><ul><li>Global Account Management “push” stalled </li></ul></ul><ul><li>Technology Challenges </li></ul><ul><ul><li>No common platform for Account management, pipeline management, contract management </li></ul></ul><ul><ul><li>Implementing Salesforce domestically before International </li></ul></ul>
  9. 9. The Solution <ul><li>How did we address these challenges? </li></ul><ul><ul><li>Developed data model up-front </li></ul></ul><ul><ul><li>Deployed domestically </li></ul></ul><ul><ul><li>Exposed areas with obvious pain to influencers and decision-makers </li></ul></ul><ul><ul><li>Phased implementation in by function – Finance, then sales </li></ul></ul><ul><li>Tips, tricks & lessons learned </li></ul><ul><ul><li>Approach International operations that we are flexible </li></ul></ul><ul><ul><li>Channel them to standardized process </li></ul></ul><ul><ul><li>Give a little on small things </li></ul></ul><ul><ul><li>Sell them </li></ul></ul>
  10. 10. Some Tidbits About Our Deployment <ul><li>Didn’t use the Translation Workbench </li></ul><ul><li>Multi-Currency is deployed </li></ul><ul><li>Outsourced Admin and Premier support to </li></ul><ul><li>We will deploy delegated administration </li></ul><ul><li>Most advances in success from continued “tightening” of management focus </li></ul>
  11. 11. The Dark Side They Don’t Tell You About <ul><li>Private sharing model in matrixed structure </li></ul><ul><li>can be a nightmare </li></ul><ul><li>The “Sharing” manually-intensive and difficult to maintain. </li></ul><ul><li>Account ownership can take many forms and can limit or emancipate you </li></ul><ul><li>“ My” versus “All” reporting feature maybe critical to adoption </li></ul>
  12. 12. They Now Also Have A Big Flashlight <ul><li>Territory Management is a very powerful </li></ul><ul><li>Grouping accounts provide unique access for individuals </li></ul><ul><li>Territory Management is powerful, but risky.. </li></ul><ul><li>Extremely flexible but, no going back… </li></ul><ul><li>Not just for global deployments </li></ul>
  13. 13. Thou Shalt Not <ul><li>Plan on deploying Internationally without a solid data model/data strategy </li></ul><ul><li>Deploy without actively engaging relevant functions in advance to listen to feedback </li></ul><ul><li>Customize for a Region or Country that will result in “core” differences </li></ul><ul><li>Deploy without multiple training modes (face-to-face, Web conference, online) </li></ul>
  14. 14. Success! – Results <ul><li>What were the results? </li></ul><ul><ul><li>All countries maintain their Accounts, Contract, Contacts and Opportunities within Salesforce </li></ul></ul><ul><ul><li>We produce a global pipeline report </li></ul></ul><ul><ul><li>Visibility has allowed us to in-country validate execution versus global strategy </li></ul></ul><ul><ul><li>Accuracy </li></ul></ul><ul><ul><li>Global Account Management Initiative has traction </li></ul></ul>
  15. 15. Scott Rames Global Sales Automation Director Dimension Data [email_address]
  16. 16. About Dimension Data <ul><ul><li>INDUSTRY : Systems Integrator </li></ul></ul><ul><ul><li>EMPLOYEES : 9,500 + </li></ul></ul><ul><ul><li>GEOGRAPHY : Global – 38 Countries with Partners in over 100 </li></ul></ul><ul><ul><li># USERS : 1,655, 10 languages, 16 currencies </li></ul></ul><ul><ul><li>PRODUCTS USED : Salesforce SFA, Call Center & Marketing, 9 downloaded AppExchange applications, Exploring PRM and ERP Integrations </li></ul></ul>A specialist IT services and solution provider that helps clients plan, build and support their IT infrastructures.
  17. 17. Achievements Dimension Data manages over US$12.5bn of network infrastructure globally, through 6 Global Service Centres Dimension Data has implemented more than 10,000 security solutions for over 5,000 clients in 38 countries Dimension Data manages over 7,700 servers and a petabyte of data globally Dimension Data has built more than 2,000 IP networks, and deployed more than 500,000 IP handsets globally In 2005, Dimension Data facilitated over 6 billion of our clients’ conversations with their customers in call and contact centres built by our experts around the world
  18. 18. Challenges Faced – Migration Path <ul><li>History & Background </li></ul><ul><ul><li>5 Global Regions </li></ul></ul><ul><ul><li>16 Recognised Currencies </li></ul></ul><ul><ul><li>70% of Employees Speak a Second Language </li></ul></ul>
  19. 19. Challenges Faced - Ongoing Change & Support <ul><li>Business Requirements </li></ul><ul><ul><li>Needed a Unified Sales Platform that Could Accommodate Regional Requirements </li></ul></ul><ul><ul><li>First Completely Global Platform </li></ul></ul><ul><ul><li>Regional Communication Requirements </li></ul></ul><ul><ul><ul><li>Local Messaging </li></ul></ul></ul><ul><ul><li>Locally Managed Sales Teams </li></ul></ul><ul><ul><li>Regional Business Requirements </li></ul></ul><ul><ul><ul><li>Currency Support </li></ul></ul></ul><ul><ul><ul><li>Local Products </li></ul></ul></ul>
  20. 20. The Solution – Common Requirements <ul><li>Platform Unification </li></ul><ul><ul><li>Salesforce Trialed in North America </li></ul></ul><ul><ul><li>Effort Quickly Mirrored in Australia and Asia </li></ul></ul><ul><ul><li>Obvious Solution </li></ul></ul><ul><li>Global Platform </li></ul><ul><ul><li>Regionally Driven Requirements </li></ul></ul><ul><ul><li>Leveraged ASP Model to Full Extent </li></ul></ul>
  21. 21. The Solution – Local Requirements <ul><li>Local BPR Sessions </li></ul><ul><ul><ul><li>Regional Buy-In Required </li></ul></ul></ul><ul><ul><ul><li>Management Education </li></ul></ul></ul><ul><li>Regional Initiative – Regional Lead Model </li></ul><ul><ul><ul><li>Local Communications Control </li></ul></ul></ul><ul><ul><ul><li>Local Management Engagement </li></ul></ul></ul><ul><ul><ul><li>Natural Change Control Model </li></ul></ul></ul><ul><ul><ul><li>Local Administration and Training </li></ul></ul></ul><ul><li>Local Customisations </li></ul><ul><ul><ul><li>Regional Record Types with Associated Page Layouts </li></ul></ul></ul><ul><ul><ul><li>Local Price Books </li></ul></ul></ul>
  22. 22. What Can be Modified? – System Capability <ul><li>We Found to be a Incredibly Dynamic Tool </li></ul>Workflows User Profiles User Roles New Users Standard Tab Renaming Custom Objects Field Creation Page Layout Field Security Dashboards Public Reports Public Groups Field Types Data Visibility
  23. 23. The Golden Rule <ul><li>If the Item/Object you would like to Change Can… </li></ul><ul><ul><ul><ul><ul><li>… be seen by… </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>… benefit… </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>… be used by… </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>… restrict… </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>… impact… </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>… limit… </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>… help… </li></ul></ul></ul></ul></ul><ul><li>… another User or Region, a Change Request must be made and approved prior to any work effort. </li></ul>
  24. 24. Regional Growth– Our Approach Governance Core Functionality E-mail Delivery Opportunity Profiler Data Enrichment E-mail Delivery Opportunity Profiler Data Enrichment E-mail Delivery Opportunity Profiler Data Enrichment E-mail Delivery Opportunity Profiler Data Enrichment E-mail Delivery Opportunity Profiler Pipeline Pipeline Pipeline Pipeline Pipeline Data Enrichment Campaign ERP Campaign ERP Campaign ERP Campaign ERP Campaign ERP
  25. 25. Framework for Benefits Realisation Understanding <ul><li>Implications </li></ul><ul><li>Risk/Benefit </li></ul><ul><li>Metrics </li></ul><ul><li>- Sign-off </li></ul>Engagement <ul><li>Implement new ways of working </li></ul><ul><li>Sales Meetings Using Salesforce Reports </li></ul><ul><li>Sign-off </li></ul>Commitment <ul><li>Optimisation </li></ul><ul><li>If it’s not in Salesforce it does not exist </li></ul><ul><li>Sign-off </li></ul><ul><li>Benefits Realisation </li></ul><ul><li>Documentation </li></ul><ul><li>Analysis </li></ul><ul><li>Functional Sign-off </li></ul>Internalisation Awareness <ul><li>Identify Change </li></ul><ul><li>Due Diligence </li></ul><ul><li>Change Request </li></ul><ul><li>Communication </li></ul><ul><li>Sign-off </li></ul>Monitoring Proficiency 5 = Excellent (We do this regularly, with continuous improvement) 4 = Good (We do this regularly and systematically) 3 = Average 2 = Poor (We do this irregularly and in an ad hoc manner) 1 = Non-Existent (We do not do this at all) Importance 5 = Critical 4 = High Priority 3 = Medium Priority 2 = Low Priority 1 = My Eyes Glaze Over
  26. 26. Success – Results and Findings <ul><li>What were the Results? </li></ul><ul><ul><li>87% Monthly Login </li></ul></ul><ul><ul><li>First Global Pipeline Visibility </li></ul></ul><ul><ul><li>Significantly Improved Inter-Regional Communications </li></ul></ul><ul><li>Our Findings? </li></ul><ul><ul><li>Local Customisation was Possible </li></ul></ul><ul><ul><li>Local Customisations not Always Best </li></ul></ul><ul><ul><li>Team Communications Critical </li></ul></ul>
  27. 27. Imagine it. Learn it. Use it. <ul><li>How to Apply What You’ve Learned When You Get Home </li></ul><ul><ul><li>Leverage Best Practices Across Your Organisation </li></ul></ul><ul><ul><li>Reduce Barriers </li></ul></ul><ul><ul><li>First, Come Together as a Team </li></ul></ul><ul><ul><li>Speed Can Have Advantages </li></ul></ul><ul><ul><li>Extend From the Center </li></ul></ul>
  28. 28. Key Take-a-ways From This Session: <ul><li>Planning is key! </li></ul><ul><li>Design solid data model up front </li></ul><ul><li>Actively engage functional and geographic representatives </li></ul><ul><li>Regional one-off changes may reduce effectiveness </li></ul><ul><li>Training is vital </li></ul><ul><li>Follow-the-sun support – leverage Premier Support </li></ul>
  29. 29. Hernan Vera Director of Marketing Supply Chain Solutions Scott Rames Global Sales Automation Director Steve Root Customer Success Manager QUESTION & ANSWER SESSION Ryder Dimension Data
  30. 30. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>
  31. 31. Want More Detail? Don’t miss the companion session Esplanade 308/306 11:30 Admin III: Internationalization: The Multis