MuleSoft's Approach to Driving Customer Outcomes

All contents © MuleSoft Inc.
MuleSoft’s approach to driving
customer outcomes

Introductions
2
• Josh Rutberg
– Senior Director, Customer Success
– LOYAL3, Managing Director
– Bain & Company, Partner
• Jerome Delune
– VP Services, Americas
– SAP, various roles

Agenda
3
• Share MuleSoft’s approach to driving customer outcomes
• Discuss how we help our customers along their journey

All contents © MuleSoft Inc.All contents © MuleSoft Inc.
10%
% of IT projects that are delivered on time, on
budget, and meeting the technical objectives
• Lack of alignment around
business outcomes
• Lack of organizational
enablement
Common reasons for failure
Source; The Standish Group’s CHAOS Report, 2011 and 2013
Only 1 of 10 projects succeed during delivery

MuleSoft has a unique delivery
approach to make you
successful and avoid those
pitfalls

Developed and hardened through years of
experience with 1000+ enterprise customers

Business
outcomes
Organization
enablement
Technology
delivery
Centered around 3 core pillars
7
Customer
success

6 paths for you to focus on
8
Business
outcomes
Technology
delivery
Org
enablement
Business outcomes
Anypoint Platform
Center for Enablement “C4E”
Internal support
Training
Projects
Establish the foundation Build to scalePlan for success Measure impact

Playbooks for each path for you to follow
9
Business outcomes playbook
Anypoint Platform playbook
C4E playbook
Internal support playbook
Training playbook
Projects playbook
Business
outcomes
Technology
delivery
Org
enablement

The C4E foundation playbook, for example
10
C4E playbook
Training playbook
Projects playbook
Business
outcomes
Technology
delivery
Org
enablement

Initial launch of Anypoint
Platform including
common services
Refinements to Anypoint
Platform configuration and
common services
Review platform KPIs
Prioritize IT projects and
quick wins
Execute on quick wins and
projects
Review project outcomes
Staff the governance
teams
Review C4E KPIs
Determine roles required Conduct skills assessment
Onboard MuleSoft
Define internal support model
Launch internal support team
Publish self-serve materials
and support guidance
Monitor and manage
Anypoint Platform Review support KPIs
Measure business
outcomes
Align on business outcomes
and KPIs
Develop the governance and
reporting plan
Monitor and manage
Refresh business outcomes
and KPIs
Establish reference
architecture
Build platform roadmap and
implementation plan
Schedule projects and
staff teams
Assess integration capabilities
Agree on C4E as critical org
enabler
Evangelize C4E
Drive consumption
Agree on the C4E
operating model
Build and publish
foundation assets
Execute training plan
Refresh training plan
Train initial team
Develop overall training plan
Business
outcomes
Technology
delivery
Org
enablement
An integrated blueprint to achieve your outcomes

The MuleSoft team is here to help you
Account team
• Maintains the overall customer
relationship
• Ensures you have the right
product, architecture and
resource coverage to ensure you
are successful
Professional services
• Deliver targeted service offerings
and best practices to help you
achieve your outcomes
MuleSoft partners
• Bring specialized experience
and expertise to help you
achieve your business
outcomes
MuleSoft
customers
Support
Training
Services
Customer
success
Customer success
• Helps you achieve your business
outcomes by guiding you through
the overall delivery process
• Your conduit to MuleSoft to
ensure your voice is heard
Training
• Offers role-based training and
certifications enabling
developers, architects and
operations individuals to use
Anypoint Platform
Partners
Technical support
• Provides rapid resolution to
technical issues arising from
using Anypoint Platform Account
team

Agenda
13
• Share MuleSoft’s approach to driving customer outcomes
• Discuss how we help our customers along their journey

Build the
100-day plan
Assess your
internal capabilities
Review project
backlog to prioritize
Begin building Anypoint Platform
Build the first prioritized project
It’s easy for you to get started
Establish the foundationPlan for success

We have offerings to help you succeed
Business
outcomes
Technology
delivery
Org
enablement
Catalyst Launch
Catalyst C4E Foundation
Catalyst Talent Foundation
Catalyst Scale Catalyst
Optimize
Catalyst C4E
Scaling
Catalyst Talent
Scaling
Catalyst C4E
Assessment
Catalyst Skills
Assessment

Catalyst Launch service offering
16
• Aligned set of business outcomes
• Anypoint Platform deployed
• 1-N use cases rolled out
Catalyst Launch service offering includes customizable deliverables across all
6 paths that support each customer’s unique situation.
It includes:
• Functioning C4E
• Internal support model
• Training plan launched
• Dashboards and KPIs developed

Case study – global medical device manufacturer
17
● Challenge: audit compliance and recall
management
● Backlog of 700 IT projects
● Outdated, paper-based product
management
● Proliferation of systems and
technologies from acquisitions
● MuleSoft professional services and customer
success support them to:
● Built deployment roadmap aligned to
business priorities
● Built C4E
● Implemented initial use cases
● Results
● Product Recall API implemented
● API’s now built in 1 week vs. 4-6 weeks
● Significant decrease in project backlog

IT projects prioritization
18
• MuleSoft worked with the
customer to re-prioritize their IT
project backlog:
– Inventory all existing IT projects
– Profile based on business impact,
complexity, integration patterns
– Re-prioritize based on synergies and
re-usability
50% reduction in IT project backlog
50% reduction in IT project backlog,
allowed customer to free up developer
resources to work in high-growth
initiatives.

Business Outcomes Technology Delivery Org Enablement
Digital Transformation • New Products
• Omni-channel
• NPS
Additional Revenue
attributed to IT
• New Mobile App
• Customer upsell
• Churn decrease
Business Agility &
Innovation
• APIs exposed to
third parties
• Fail-fast
Developer Productivity • Developer hours
freed for projects
• Time to MVP
• E2E Time to deliver
new services
Technical Debt • Legacy P2P
migrated to
Anypoint Platform
• Developer Hours
spent on
maintaining legacy
CapEx/OpEx/TCO • 2017 vs. 2016
Capex Integration
Spend
• Contractor hours
Platform Adoption % of new interfaces utilizing
Anypoint Platform vs. legacy
or P2P methods
CI: CD Interlock % of code run through automated
testing, deployment systems
Return on Assets
(Re-Use)
Rate of consumption of core re-
usable assets (System APIs)
Project Backlog Project backlog clearance rate
API Led Reference
Architecture
API Led patterns are default
mechanisms for integration
Number of
Discoverable APIs
Number of APIs available via
Anypoint Exchange
Common Services Consistent approach to logging,
security throughout enterprise
Defect Rate Rate of errors in sprint cycles
C4E Core Team Core C4E Lead and
contributors established
C4E Consumers C4E consumption patterns in
place
Asset Creation
Rate
API creation and publish to
Anypoint Exchange
Asset Consumption
Rate
APIs consumed via self-
service (Anypoint Exchange)
Certified Staff Architects, Developers,
Operations certified against
plan
Total number of
hours training
Total number of training
hours or training credits
burned against plan
# of Brownbag or
Lunch n Learn
Sessions
‘API led’ workshop to
evangelize the model and
consumption patterns
Support Cases
Support
Costs/Scalability
metrics
Rate of S1 and S2 support
cases logged
System Downtime due to
code instability /brittleness
Potential for Improvement Needs Improvement N/A / Not a priority
KPI dashboard
Success

Training plan / role-based paths
20
• Recommended training
approach includes:
– IT skills self-assessment
– Agree on key roles and role-
based learning paths
– Certifications as benchmark
– MuleSoft skills assessment

Communication / evangelism plan
21
• Make communication and evangelism a priority to drive platform
adoption and success
Sample
Communica-
tions and
Evangelism
plan

We work with you, “your way”
22
Customer
P
Embedded delivery
Partner co-delivery Partner onboarding
High-touch enablement
Customer Customer
Customer
P
A highly
leveraged
engagement…
…in
collaboration
with partners
(We enable you directly)
We co-enable you with partners)
(We are embedded as part of
your teams)
(We enable your partners)

In summary
23
• MuleSoft has a unique approach to make our customers wildly
successful:
– A recommended delivery approach, based on our cumulative experience
– Offerings that are customized to your specific needs
– Engagement styles tailored to you
• If you have any questions please feel free to reach out directly to:
– Josh Rutberg
– Jerome Delune
– Your AE
– Your CSM

Don’t forget the survey
24
• Why take the survey?
– Takes less than 2 minutes
– We value your feedback and apply it when deciding next year’s content and
speakers
– Surveys = Prizes!! Earn 55 points for a chance to win $250 in cash prizes
• See “Play To Win” in the Mobile App for details
• Where’s my survey?
– Log into the mobile app
– Click “Surveys” on the Tool Bar
– Find the relevant survey for this session slot

Thank you!

• Agree and align on
business outcomes
and KPIs with key
stakeholders (IT and
line of business)
Agree on business
outcomes and KPI’s
Develop the overall
governance plan
• Establish the
governance team
(e.g., Steering
Committee) and
members
• Determine cadence of
review meetings
• Determine structure
of the meetings
including what is to
be reviewed
Staff the governance team
• Staff the governance
team
Monitor and manage
• Hold governance
meetings to review
progress
• Refresh the business
outcomes and KPIs
Measure business
outcomes
• Measure the business
outcomes and KPIs

implementation plan
Deploy Anypoint platform
including common services
Establish reference
architecture
Refine Anypoint platform and
common services
• Build Anypoint
Platform roadmap
including MVP
• Build implementation
plan
• Install Anypoint
Platform
• Build out MVP
including common
services (e.g.,
security, logging)
• Refine the platform
and common
services (e.g.,
CI/CD, analytics)
• Review platform KPIs
(e.g., core usage, #
of deployments)
implementation plan
Deploy Anypoint Platform
including common services
Establish the reference
architecture
Refine Anypoint Platform and
common services
• Establish reference
architecture
including:
-The various
enterprise domains
-Deployment
architecture
-Infrastructure
architecture
-Operational
architecture
-Reference security
architecture
-Environments model

Project playbook
• Identify existing and
planned IT projects
• Analyze projects and
prioritize based on:
urgency, business criticality,
required assets/APIs, re-use
potential (i.e. assets within
projects that benefit other
projects, maturity of
delivery capability, maturity
of partners, etc.)
• Prioritize projects based on
staffing needs, business
outcomes, timing and re-
use potential (i.e. prioritize
projects that will create
assets that will accelerate
other projects)
Modify existing SDLC
Schedule and staff IT
projects
Prioritize IT projects Review project outcomes
• Modify existing SDLC to
include re-use of assets and
contribution of re-usable
assets
• Schedule projects based on
prioritization
• Ensure team staffing
includes individuals trained
on Anypoint Platform
• Describe the role of C4E to
project teams
• Review and measure project
outcomes

C4E foundation playbook
• Assess
capabilities across
the following
dimensions:
-Strategy
-Organization
-Governance
-Architecture
-Delivery
-Operations
-Community &
evangelism
Assess the org
integration capabilities
Agree on C4E as
critical org enabler
Agree to the C4E
operating model
Build and publish C4E
foundational assets
Evangelize C4E Drive consumption Measure C4E KPIs
• Agree on C4E as
the conduit for
enabling the
organization and
driving API-led
connectivity
• Agree on the
purpose and the
goal for C4E
within the
organization
• Agree on the
individual C4E
team roles and
responsibilities
(e.g. C4E lead)
• Determine
staffing model
(e.g., dedicated
vs. virtual FTEs)
• Agree on the
funding model
• Staff core C4E
team
• Educate and train
the core C4E
team on API-led
connectivity and
C4E
• Build detailed C4E
workplans for the
team to execute
on
• Build asset
feedback model
• Define KPIs for
measuring
consumption,
developer
engagement and
productivity
• Configure
Exchange the
central
collaboration hub
• Build and publish
initial set of
reusable assets
(e.g., API
templates,
common services,
etc.)
• Build initial set of
best practices
(e.g., coding &
operating
guidelines,
common API
patterns, etc.)
• Define
onboarding/
onramp process
to enable
developers to get
started on
MuleSoft,
discover assets,
and consume
assets
• Evangelize C4E
and concept of
re-usable assets
(e.g., brown
bags) to educate
them
• Onboard and
enable project
teams
• Drive
consumption of
C4E assets to
deliver projects
• C4E team refines
initial assets
based on team
feedback
• Refine
measurement
plan for KPIs
(e.g., how to
gather data, how
often)
• Measure and
report on KPIs

• Agree that L1
support will be
handled
internally; L2/3 by
MuleSoft
Clarify that L1 support
handled internally
Determine the support
operating model
Staff, train and launch team
Publish support guidance
and self –serve materials
Monitor and manage
Anypoint Platform
Measure support KPIs
• Agree on the
organizational
structure for the
support team and
where it will sit
(Can be part of
C4E team or part
of existing internal
support team with
direct line to the
C4E team
• Agree on
responsibilities of
this group
• Agree on roles
required and
training required
by role
• Agree on key
support KPIs to
measure
• Identify the team
members
• Train the team
members
• Launch the
support team
process flows for
escalation process
self-serve support
documentation
• Ensure broad
access to external
MuleSoft
resources
• Monitor and
manage Anypoint
Platform
• Answer L1 support
calls
• Manage L2/3
escalations to
MuleSoft
• Measure KPIs

Training playbook
• Determine roles
required (e.g.
developer,
architect,
DevOps)
• Determine
training for each
role
Determine roles
required
Train initial team
Develop training plan
for the organization
Execute
training plan
Conduct skills
assessment
• Identify initial
team by role
• Launch initial
training
• Develop the
training plan for
each role
including specific
courses and
course delivery
• Launch the
calendar of
training classes
• Conduct skills
assessment to
determine gaps
in training classes
and certifications
Update
training plan
• Update training
plan

How we can help: Customer success
• Regular/ongoing check-ins
• Technical and architectural guidance
• Best practices guidance
• Monitoring and reporting
• Dashboards and KPI measurement
• Driving re-usable asset consumption
Customer success:
• Helps customers achieve
their business outcomes by
guiding you through the
overall delivery process
• Is your conduit to MuleSoft
to ensure your voice is
heard
Examples of support from customer success

How we can help: Technical support
• 33
Platinum Gold
Hours of operation 24x7 8x5
Response
Time
2 hrs 1 business day
# of
incidents
Unlimited 20
Technical support:
• Provides rapid resolution to
technical issues arising from
using Anypoint Platform
Support tiers available

How we can help: Training
• 34 Defined training and certification paths for each role
Role
Anypoint
Platform
Development:
Fundamentals
Anypoint
Platform
Development:
Advanced
Anypoint
Platform
Development:
API Design
Anypoint
Platform
Architecture:
Solution
Design
Anypoint
Platform
Operations:
API
Management
Anypoint
Platform
Operations:
Cloud OR On-
Prem
C4E Lead
C4E API Architect X X X X
C4E Anypoint Platform
Architect
X X X X
C4E DevOps Architect X X X X X X
C4E API Evangelist X X X
API Architect X X X X
Anypoint Platform
Architect
X X X X
DevOps Architect X X X X X X
Anypoint Platform
DevOps
X X X X X X
API Consumer
Training:
• Offers role-based training
and certifications to enable
developers, architects and
operations individuals to
use Anypoint Platform

How we can help: Professional services
• 35
Professional services:
• Engages with customers to
deliver specific outcomes
through a combination of
targeted service offerings
and best practices
Services engagements align with Catalyst offerings
Business outcomes
Technology delivery
Org enablement
Catalyst Launch
Catalyst C4E Foundation
Catalyst Talent Foundation
Catalyst Scale Catalyst
Optimize
Catalyst C4E Scaling
Catalyst Talent Scaling
Catalyst C4E Assessment
Catalyst Skills
Assessment

How we can help: Partners
Partners:
• Bring specialized experience
and expertise to help you
achieve your business
outcomes
Partners across the globe with MuleSoft expertise
Whether you are looking for system integrators, value added resellers,
or training partners, visit MuleSoft’s partners page to learn more about
our 400+ partners who are ready to help you achieve your outcomes.

Example Subtitle
Title, Subtitle & content
37
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– Example content bullets level two
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Full bleed image layout
• This is an option where the image
has enough clear area to write copy
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• Do not use this layout with images
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Image and bullets
40
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3 column image and header
41
Text placeholder Text placeholder Text placeholder

Table
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43
Header 1 Header 2 Header 3 Header 4 Header 5
Row 1 • Bulleted text
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Text Text Text
Row 2 Text Highlight Text Text
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On a PC
How to Install Fonts
44
• Navigate to the file in the “Verdana” folder
• Double click on one of the files to open it.
A new window will open that shows a
preview of the font.
• Click “Install”
• Select “continue” if asked for permission
• Repeat for all files in the “Verdana” folder
On a MAC
• Double click Macintosh HD on your desktop
• Open folder “LIBRARY” then open folder
“FONTS”
• In a separate finder window navigate to
the desired font folders you need to install:
“Verdana.” Select this folder.
• Hold “Option” while dragging the two font
folders into the open “FONTS” folder
above. This will install the font families in
your Font Book on your Mac.
TIP FOR BOTH PC/MAC: Once you’ve installed the fonts, close PowerPoint
completely and re-start the program to see the fonts in the list of options.

Don’t forget the survey
45
• Why take the survey?
– Takes less than 2 minutes
– We value your feedback and apply it when deciding next year’s content and
speakers
– Surveys = Prizes!! Earn 55 points for a chance to win $250 in cash prizes
• See “Play To Win” in the Mobile App for details
• Where’s my survey?
– Log into the mobile app
– Click “Surveys” on the Tool Bar
– Find the relevant survey for this session slot

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MuleSoft's Approach to Driving Customer Outcomes

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