The way people interact with the companies around them has dramatically changed. Customers and employees alike have grown to expect companies to deliver easy, personalized, and on-demand experiences that evolve along with their needs. As businesses rush to keep up with the changing market, IT’s scope of responsibility is rapidly expanding. Beyond managing technical operations, IT teams are becoming increasingly central to every facet of the business.

1. Market Landscape:
How Pervasive Technology Has Changed the Game
Ian Waters
App Cloud Marketing Director, EMEA

2. Apps are Critical for Customer Success
​ CEOs see mobile tech as the most strategically important investment
for their business
PwC's 18th Annual Global CEO Survey of 1322 CEOs across 77 countries in 2015
81
%
19
%
81%
of CEOs rank investment in
Mobile Apps as critical to
the business and customer
engagement

3. Introduction
Today’s IT: The Business of Innovation
The way people interact with the
companies around them has
dramatically changed. Customers
and employees alike have grown
to expect companies to deliver
easy, personalized, and on-demand
experiences that evolve along with
their needs.
As businesses rush to keep up with
the changing market, IT’s scope of
responsibility is rapidly expanding.
Beyond managing technical operations,
IT teams are becoming increasingly
central to every facet of the business.
of IT teams are currently developing
apps for customers, partners, and
employees.
App Development Scope Expands for IT Teams
App development is central to IT strategy. Here is the breakdown of apps currently being
developed, by type.
25%
42%
34%
Customer/commercial apps Partner-productivity apps
Employee-productivity apps
79%

4. Strategy Under Siege:
Digital Shakes Up Traditional IT01
Moderate performers
Underperformers
High performersHigh performers
Underperformers
Moderate performers
10%
40%
60%70%
30%
20%
50%
10%
40%
60%
70%
30%
20%
50%
Top Teams Double Down on Customer and Mobile App Spend
Customer needs and mobile access are becoming central to IT apps. Seventy-six percent of
high-performing IT teams report increasing spend in customer-facing and mobile apps.
The movement toward a more
customer-centric mindset in IT is
reflected in spending, particularly
among high performers. Top companies
are accelerating their plans to meet the
demands of mobile and connected
customers.
Nearly 90% of new apps launching
in the next 12–18 months will be
created with a mobile-first mindset.
Customer-Facing Applications Mobile Applications
High Performers vs. Underperformers High Performers vs. Underperformers
42%
76%
66%
54%
76%
71%
1.8x more likely to be increasing
spend in customer-facing apps 1.4x more likely to be increasing
spend in mobile apps
Percentage of IT Leaders Planning to Increase Spend over the Next 2 Years

5. Apps are Critical for Customer Success

6. 1) Connectivity Growth Slowing – Internet Users rose to 3B from 35MM (1995)
2) Emerging Country Growth Slowing –
Underdeveloped regions developed – including China / Emerging Asia /
Middle East which rose to 69% of global GDP growth from 43%...
3) Government Debt Rising (& High) –
Spending rose to help support growth...Government debt-to-GDP rose to 66% from 51%
(2000) for 50 major economies
4) Interest Rates Have Declined –
Helped fuel borrowing – USA 10-Year Nominal Treasury Yield fell to 1.9% (2016) from
6.6% (1995)
5) Population Growth Rate Slowing & Population Aging –
Higher birth rates helped drive labor force growth – population growth rate continued to
fall – to 1.2% from 1.6% (1995)
​ Macro Economic Context
​ 5 Epic Growth Drivers Over Past 2 Decades = Losing Mojo

7. Connect with Your Customers in a Whole New Way
​ Put the customer at the center of your business
Connected
Employees
Connected
Communities
Connected
Apps &
Products
Connected
Partners
Connected
Customers

8. Connected Companies are Digital Transformation Leaders
​ They succeed by turning connections into a source of innovation and opportunity
Manufacturing-Centric Vs. Customer-Centric

9. CIOs are looking to “build the digital enterprise”
vsInfrastructure-centric Customer-centric
-2% +200%
GrowthDecline

10. Changing Shape of the Global Economy
​ Who is a Technology Company These Days?

11. Resi Becker - Vice President - Sorting and
Portal and Mobile App used by 23.000 mailmen

12. “We are the fusion of a retail
business and a technology
business, thanks to Salesforce.”
Ocado Delivers a Plan for Faster App Development
Paul Clarke, Director of Technology, Ocado
Largest online only grocery globally, based in the United Kingdom, reaching 70% of UK households
Growing backlog of employee apps that were never given priority due to numerous customer app requests
Deployed Salesforce to enable analysts to build apps for employees for onboarding and internal processes
Built out a proof of concept for 3 mobile apps in 6 weeks including: Expense Timesheet, Project Lifecycle Management,
and Facilities Maintenance

13. PLUG 0.2 - Digitizing KLM
Nightview
Dayview
​ Salesforce SDK
​ Flight Detail & Status
​ Notification
​ Crew Check in with iBeacon
​ Data analytics
​ Users(TLO,GA,Purser & Pilot)

14. World’s leading business news organization standardized on contracts, directories, order management, IT help desk
driving a single view of the customer and new levels of employee productivity
Delivered customer facing FT.com with Heroku to deliver personalized content anytime, anywhere and across any
device to global audience of over 2 million daily
Created new micro-sites like “How to Spend It” website on the Salesforce App Cloud
Financial Times Standardizes on the Salesforce App Cloud
“Managing our customers on a single
platform is critical to survival.”
Christina Scott, CIO

15. Engaging User
Experience
Massive Amounts of
Data
Companies Need to Deliver a Connected Experience
​ Single View of
Customer

16. But There Are Unprecedented Pressures on IT
Take advantage
of new
technologies
Run a rock-
solid IT shop
Manage
BYOD
Manage
shadow IT
Drive
innovation
Update legacy
architecturesRenovate
digital core
Adapt to rapid
changes in the
business

17. IT Struggles to Build Enterprise Apps Fast Enough
​ Gartner says demand for enterprise mobile apps will outstrip available
development capacity five to one
App Demand Apps IT Can Support
5:1
App Gap
Graphic created by Salesforce based on Gartner Research: Gartner Press Release, “Gartner Says Demand for Enterprise Mobile Apps Will Outstrip Available Development Capacity Five to One”, June 16, 2015

18. IT Drives Digital Transformation
​ IT delivers the apps that the business needs to connect to customers
Digital Enterprise
Creates competitive advantage with apps
New customers, products, pricing models,
contracts, partners, regulators
Legacy Enterprise
Overwhelmed by disruptive threats
Customer demands, operating costs,
regulatory changes, competitive threats

20. IT as a Catalyst for Business within
Van Gansewinkel Group (VGG)

21. Van Gansewinkel is a waste service provider, a recycler
and a supplier of high-quality secondary raw materials.
We give waste a second life.
CLOSE TO
2 MILLION
HOUSEHOLDS
MORE THAN
120,000
B2B CUSTOMERS
1,491
VEHICLES
MARKET
LEADER
IN THE
BENELUX
€1,0
BILLION
REVENUE
4,350
EMPLOYEES
(EXCL. TEMPS)
1.17
MILLION TONS OF CO2
PREVENTED IN THE
CHAIN
8.4CUSTOMER
SATISFACTION
RATING 2015
Key facts & figures

22. ICT organization at VGG

23. System
Process Organisation
Main goal of the “Change” department

24. Living in two worlds

25. Classic software Salesforce
External development Hybrid development
Dependent on supplier Free to go
Old technology New technology
Integration via ESB Easy integration new/other
applications
Slow development Rapid development
High costs Low costs
…… ……
Living in two worlds

26. thank y u