The RTS Operational system landscape is defined by picking the right efficiency enhancing tools and establishing a high degree of interoperability between these tools through existing or customized API integration and a common reporting and analytical framework in Gooddata. These tools in collaboration will bring us the necessary degree of automation and business intelligence to be able to scale up our business with only limited impact on our staff count and focus on delivering value rather than focusing on time consuming manual operational procedures.
Zendesk will be fully integrated into Bugzilla in order to facilitate a closed loop in the communication with the RTS development team. Zendesk is fully integrated into Gooddata and all information and statistics collected by Zendesk can be made available through Gooddata in intuitive dashboards that allow to drill down and into available metrics. Zendesk can be integrated into Clarizen to allow task assignment based on projects to be available in the same tool. This provides RTS service desks to use one tool for all tasks. Support issues that are being reported to Development will be sent to Bugzilla for further analysis and bug fixing. The interface between the tools will be bi-directional and updates from development on software issues will be flowing back into Zendesk. As developers accept bug flowing into Bugzilla from Zendesk the PM and PO will receive the information as well in PivotalTracker which allows an adjustment on the backlog prioritization in realtime and one can judge the impact on the velocity and deliverables out of this sprint. Salesforce is fully integrated into Zendesk. All ticket information and metrics related to customer support are available in Salesforce.com. Sales Manager will have a full overview over the support activates of their accounts and their satisfaction ratings, etc. Customer information will from Salesforce directly into Zendesk and will set up new customer (organizations) automatically including the associated users. Salesforce’s database will also be enriched with the end users that will be set up in Zedensk through support activities. Possible future integrations include:Bi-directional Clarizen integration for Zendesk. All tasks that are allocated to a resource in the Clarizen project plan will trigger a ticket creation in Zendesk and it will be assigned to the respective owner of this task and will include all the information available in the Clarizen task e.g. Due Date, notes, Documents, etc. As the task is being worked on in Zendesk, updates will flow back into Clarizen, informing the project manager on the completion progress on the assigned tasks. KnowledgeTree can be integrated in the knowledge forum/database which will be set up in Zendesk. Relevant product documentation will be available to customer and RTS employees and this documentation will be administrated in KnowledgeTree
With Clarizen's Salesforce.com Integration, Salesforce.com users can create and view the progress of both Projects and Issues directly from Salesforce.com while staying connected with the Clarizen Today window. From within Salesforce.com, users can access work items and view their status without needing to login to Clarizen. Clicking on the Projects opens it directly within Clarizen. Clarizen projects can be linked directly with Salesforce.com Accounts, Opportunities or Campaigns. By linking a Salesforce.com account with a Clarizen project, you can now keep your customers up to date with the status of their requests.A possible future integration for Clarizen is the Gooddata analytics tool kit which would allow us to drill into all project related data through the same tool that is being used by Zendesk, Pardot, Salesforce and PivotalTracker. This would be a customized integration which will require a budget and would be taken on by a thir
Pardot is fully integrated into Salesforce.com and Leads can be assigned to individual Sales managers after they have reached a specific score. All information that Pardot has collected will be available via Salesforce.comPardot is fully integrated into Gooddata and all information and statistics collected by Pardot can be made available through Gooddata in intuative dashboards that allow to drill down and into available metrics.
Gooddata is extensively used for marketing and sales. When it comes to measuring your marketing, we need access to metrics that are understandable and actionable. GoodMarketing arms marketing leads to create true performance measurements around our activities with actionable metrics and create the direct link to actual revenue and with that start the forecasting process before the actual sales pipeline.Gooddata also allows using data to create ongoing visibility into changes in our pipeline. GoodSales gives relevant insight into all sales activity as it occurs so one can make smart business decisions on the spot. Adapting to give the information we need on demand, GoodSales minimizes risks in our pipeline, highlights changes in opportunities and focuses your efforts in the right places so we are guaranteed to meet—and exceed—our sales goals.Gooddata integration into Zendesk will allow us to use the data collected and recognize and react to shifts in customer engagement and satisfaction in realtime. It will be possible to monitor all key performance indicators associated with our support process and provide this information to all managers with the ability to drill into indicators and down into more granular levels of time values, teams, product groups, etc. Gooddata integration with PivotalTracker give full transparency into the backlog management within our global development organization. Key metrics like velocity, visual representation of burndown charts, prioritization and as often needed reprioritization or backlogs will be reflected in intuitive dashboards that also contain historic trends and information and help to measure performance of our development teams. Clarizen is currenlty not integrate yet into Gooddata but evaluations for this effort are currently ongoing.
Operational system landscape
AMSTERDAM / CHICAGO / FRANKFURT / HONG KONG / LONDON / MUMBAI / NEW YORK / SINGAPORE / SYDNEYThe heart of a perfectionist.The soul of an innovator.The blueprint of a solutionsprovider.Operational System Landscape RTS Realtime Systems TPE, October 10th,2012 PERFORMANCE STABILITY CONNECTIVITY TIME TO MARKET
Operational System Support Landscape Table of Contents: The Vision and the Cloud System Diagram – RTS “ERP” Solution Customer Communication Project Management Lead Management Automation Data reporting Further SaaS tools to be implemented What could be next?? 2
The Vision and the Cloud All encompassing enterprise solutions are expensive and difficult to implement and not suited for a nimble SMB (Small and medium sized business) Best of breed vs. All in One solutions reduce cost and provide more flexibility. One tool can be easily replace with a better one but keeping the other systems and processes in place SaaS cloud based solutions can mostly work well with each other through API integration. RTS ERP solution can be created through the combination of right tools and an open CRM solution RTS can focus on our core competencies and leverage process automation and operational analytics by picking the right partners and tools What works best for RTS’ operational strategy?? 3
Customer CommunicationCustomer Service and Communication Tool• Manage all communication channels with internal and external clients• High degree of automation with help of triggers and macros supporting operational workflows• Group and customer specific SLAs• Immediate feedback on customer satisfaction• Intelligent knowledge forums for RTS staff and customers• Central tool for all tasks managed by RTS’ operational service linesSystem Integration Future Integration
Project ManagementProject Management• Collaborative project execution and management software that allows distributed project management teams to deploy projects within a centralized framework• In centralizes documents, emails, notes and conversations in a central tool keeping all project related information together and accessible to all project team members.• In addition to common project management functionality, Clarizen can be used for project controlling, budgeting, resource management.Users: Dedicated Project managers within the RTS PMOSystem Integration Future Integration
Lead Management AutomationLead Management automation tool• Lead Capture• Lead Qualification• Email Automation• Lead Intelligence• Real Time Lead AlertsUsers: Marketing and Sales OrganizationSystem Integration
Data ReportingBusiness Intelligence and analytics• Gooddata creates power and meaningful reports, analytics and metrics around our business data. No matter if it is sales, marketing, support or development related information• Gooddata can bring all of this in context and allows to make business decisions based on metrics that are based on the core of RTS• Gooddata integrates out of the box with the most powerful SaaS solution and creates a transparency throughout the conversation not only for management but also line managers that can use the data to make adjustments to process and performance.Users: Management and service line heads as well as all RTS employeesSystem Integration Future Integration
Further SaaS tools to be implemented The leading SaaS CRM solution which is PrivitolTracker brings visibility and KnowledgeTree is a document already fully integrated into a large set up collaboration into distributed development management tool that allows the entire operational efficiency tools and with that organization as we have them at RTS. It organization to collaborate, access and can cover the entire sales and operational enables Product owners and Project search the same document database. process which is to be implemented at Managers to apply the most efficient way RTS to collaborate and agree on priorities and stay aligned within the Organization The tool meets extensive security standards as it is being used by Legal and Salesforce will act as the central customer financial firms all over the world. database for all other tools The backlog and development plans are based on realistic estimates that are taken from the actual historic team performance, Knowledge tree allows to manage Salesforce will be taking over all sales document access based on user access related processes and customer rights, collaborate on new documents relationship management for RTS It follow s all agile and continuous during a automated review process, allow integration best practices that have teams across the world to access the already been implemented at RTS. same knowledge and document database Replacement for Seibel OnDemand Users: Product Owners, Project Search through the entire database and Users: Sales, Marketing, Solutions Managers, Management find important information fast. Users: All RTS employees All these tools can interface with the other tools required for a seamless process flow: e.g. PivotalTracker with Bugzilla, etc.
What could be next ??ERP Solution through the Salesforce.comand Infor partnershiphttp://www.forbes.com/sites/greatspeculations/2012/03/15/salesforce-com-targets-erp-market-with-infor/ 10
AMSTERDAM / CHICAGO / FRANKFURT / HONG KONG / LONDON / MUMBAI / NEW YORK / SINGAPORE / SYDNEYThe heart of a perfectionist.The soul of an innovator.The blueprint of a solutionsprovider.Thank you!www.rtsgroup.net PERFORMANCE STABILITY CONNECTIVITY TIME TO MARKET