Around the World in 100 Days a Global Deployment Case Study


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Around the World in 100 Days a Global Deployment Case Study

  1. 1. Around the World in 100 Days: a Global Deployment Case Study Will Shortt, Symantec Corporation Track: Large Enterprise Deployments
  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 the achievement of which involves 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.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at . </li></ul><ul><li>Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase our services should make purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. Will Shortt Senior Director, Global Sales Infrastructure [email_address]
  4. 4. Symantec Overview <ul><li>4 th Largest Software Provider in the World (post merger) </li></ul><ul><ul><li>Provider of software, appliances and services designed to help individuals, small and mid-sized businesses, and large enterprises secure and manage their information technology (IT) infrastructure </li></ul></ul><ul><li>Annual Revenue ($M): 5,000 </li></ul><ul><li>Sales Users: 3,900 – Both Direct and Indirect, SEs, Specialists and Operations </li></ul>INDUSTRY: Software EMPLOYEES: 15,500 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Forecasting, AppExchange applications # USERS: 3,900
  5. 5. Key Challenges <ul><li>When Symantec merged with VERITAS, neither of the two companies was satisfied with its respective CRM system </li></ul><ul><ul><li>The existing application CRM systems did not support a single global view of Sales </li></ul></ul><ul><ul><li>Systems were difficult to update in a timely manner </li></ul></ul><ul><ul><li>Existing systems were slow and did not meet user expectations </li></ul></ul><ul><li>We used the merger as a catalyst to rethink our CRM strategy, provide a common platform and consolidate sales process </li></ul><ul><li>To be successful, we required a CRM partner that could scale quickly, offer flexible customization, and meet multinational needs </li></ul><ul><li>High costs </li></ul><ul><li>Reduced visibility </li></ul><ul><li>Inefficiency </li></ul><ul><li>Low customer service </li></ul>
  6. 6. The Solution <ul><li>SFA </li></ul><ul><li>3,900 Sales Users Globally </li></ul><ul><li>Custom Training </li></ul><ul><li>Ongoing improvements: Forecasting, TM (beginning stages) </li></ul>DEPLOYMENT DETAILS <ul><li>Consolidate on a single sales process and tool </li></ul><ul><ul><li>#1 Priority </li></ul></ul><ul><li>Improve Rep/Manager Productivity </li></ul><ul><ul><li>Provide a fast, easy way for sales users to use the tool globally </li></ul></ul><ul><ul><li>Provide global support for multi-language and multi-currency </li></ul></ul><ul><ul><li>Provide integration to existing systems </li></ul></ul><ul><li>Improve Business Intelligence and reporting activities by: </li></ul><ul><ul><li>Providing full reporting support for all groups </li></ul></ul><ul><ul><li>Support Sales Metrics analysis </li></ul></ul><ul><ul><li>Robust reporting tool set within application </li></ul></ul>
  7. 7. Critical Success Factors <ul><li>Strong executive sponsorship – “Decide and Go” Decisions </li></ul><ul><li>Three Guiding Principles </li></ul><ul><ul><li>Keep It Simple Symantec </li></ul></ul><ul><ul><li>What’s in it for the Rep? </li></ul></ul><ul><ul><li>All Roads Lead from </li></ul></ul><ul><li>Kept to a “Keep it Simple” (KISS) philosophy </li></ul><ul><ul><li>Initial functionality was limited to standard leads, accounts, contact and opportunity management </li></ul></ul><ul><ul><li>Customizations were kept to a minimum </li></ul></ul><ul><ul><li>Limited integrations to just the “Must Haves” to maintain business continuity </li></ul></ul><ul><li>Phased Rollout Approach </li></ul><ul><li>Strong partnership between IT, Sales and </li></ul><ul><li>Relentless focus on quality data migration and training </li></ul>
  8. 8. Program Approach <ul><li>Clear organization with regional representation in functional tracks </li></ul><ul><li>Presented business process review without requirements gathering from scratch </li></ul><ul><li>Held twice weekly meetings to track progress </li></ul><ul><li>Defined escalation path and risk mitigation planning </li></ul><ul><li>Utilized prototypes </li></ul><ul><ul><li>Engaged business in a series of prototyping sessions </li></ul></ul><ul><ul><li>To minimize surprises due to miscommunication or false assumptions </li></ul></ul><ul><li>Engaged Training and Change Management Teams from beginning – built in-house sales tools training expertise </li></ul><ul><ul><li>Training teams were involved from initial kick-off </li></ul></ul><ul><ul><li>Training strategy and plan was well communicated to the field early on </li></ul></ul><ul><ul><li>Local teams led training execution in their regions following global TTT </li></ul></ul>
  9. 9. Program Structure Executive Steering Committee Program Management (IT, Business, Core SFA Data & Interfaces Reporting Training Change & Comm. Business Core Team Business Extended Team IT Analysts Salesforce IT & Business Steering Committee
  10. 10. Program Delivery Framework (PDF) <ul><li>Go Live Notification </li></ul><ul><li>Support Training Delivery </li></ul><ul><li>Data Migration Plan </li></ul><ul><li>Build Request </li></ul><ul><li>Cutover Plan </li></ul><ul><li>QA Test Scripts </li></ul><ul><li>QA Test Results </li></ul><ul><li>UAT Test Scripts </li></ul><ul><li>Training Materials </li></ul><ul><li>Training Schedule </li></ul><ul><li>Prototypes </li></ul><ul><li>QA System Testing </li></ul><ul><li>User Testing </li></ul><ul><li>Project Charter </li></ul><ul><li>Project Definition Document </li></ul><ul><li>Project Funding Request </li></ul><ul><li>Kick-off Presentation </li></ul><ul><li>Schedule </li></ul><ul><li>Risk Log </li></ul><ul><li>Issue Log </li></ul><ul><li>Decisions Log </li></ul><ul><li>Assumptions Log </li></ul><ul><li>Status Presentation </li></ul><ul><li>Change Requests </li></ul><ul><li>Meeting Minutes </li></ul><ul><li>Project Status Report </li></ul>Initiate Design Construct Stage Deploy Close Project Kickoff <ul><li>Migration Instructions </li></ul><ul><li>Production Readiness Checklist </li></ul><ul><li>Release Notes </li></ul><ul><li>Lessons Learned Report </li></ul><ul><li>Customer Survey Results </li></ul><ul><li>Project Repository Audit </li></ul><ul><li>Support Training Delivery </li></ul><ul><li>Business Requirements </li></ul><ul><li>Use Cases </li></ul><ul><li>Business Context Diagram </li></ul><ul><li>Architecture Overview </li></ul><ul><li>Reqts Traceability Matrix </li></ul><ul><li>Class Diagram </li></ul><ul><li>Component Diagram </li></ul><ul><li>Logical Data Model </li></ul><ul><li>User Interface Design </li></ul><ul><li>Physical Database Design </li></ul><ul><li>Support Plan </li></ul><ul><li>Test Plan </li></ul><ul><li>Training Plan </li></ul>Commit to Solution User Acceptance Launch Readiness Go Live Acceptance Post Launch Review Project Set up & Planning Define Reqs, Design & Schedule Build, Test Prepare for Cut Over Go Live, Training Project Review Checkpoints Phase Major Activities Red items above indicate Business involvement
  11. 11. Results <ul><li>Deployed to over 3,900 users globally in 3 ½ months from project initiation </li></ul><ul><li>’s proven on-demand solution and ease of configuration architecture helped us to deploy on schedule and on budget </li></ul><ul><li>Sales rep adoption, as measured by active use of the system, has exceeded expectations </li></ul><ul><li>The size and accuracy of the pipeline has increased since rolling out </li></ul><ul><li>Leveraging the best practices garnered from, we continue to create a solution that is both powerful and easy to use </li></ul><ul><ul><li>Forecasting </li></ul></ul><ul><ul><li>Quoting </li></ul></ul><ul><ul><li>Special Price and Terms Approvals </li></ul></ul><ul><li>Gone from a world of limitations, to a world of possibilities </li></ul>
  12. 12. QUESTION & ANSWER SESSION Will Shortt Senior Director, Global Sales Operations [email_address]
  13. 13. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on 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>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 172, #### For example, “ Session 123, 5555 ” Session ID: 172 Session ID # Scores for 4 categories SMS Voting powered by: