TeliaSonera operates in 18 countries and faces challenges from competition and changing customer needs. It lacks a full customer overview due to separate organizations and processes. Capgemini, a global Salesforce partner, can help by implementing Salesforce solutions using agile development and collaborative workshops to harmonize processes based on best practices. Success requires partnering with consultants, securing management buy-in, and change management to ensure high user adoption of the new cloud-based system.

1. “One small step for man… One giant leap for TeliaSonera” Dreamforce ´11

2. Who are we? 2 TeliaSonera operates in 18countries 7th biggest Telco operator in the world Camilla Katkjær Jørgensen Business Development Manager Working on business development for B2B Capgemini operates in 40 countries Premium global SFDC partner, #1 in Scandinavia Maria Søndergaard Heads the salesforce team of Capgemini Denmark Working on salesforce.com implementations, Social CRM& Cloud vendor orchestration

3. The Situation … 3 Fierce and ever changing competition Ever changing customer needs TeliaSonera Business Challenges & Situation Separate organizations & processes Lack of full customer overview

4. The Complication 4

5. The Answer 5 Right staff – deep sector insight, SFDC experts and experienced High energy Rapid Solution Workshops Agile development, SCRUM Harmonized processes based on Best Practice Cloud based – Sales Cloud from SFDC Collaborative team work in all phases

7. Secure top management and IT buy-in

8. Appoint your change agents and use them throughout the project

9. Prepare before the WS – alone or in cooperation with your consultants

10. Involve a broad spectra of interested parties and experts to the workshops

11. Make a Phased and Iterative approach

12. Consider a POC and/or Master Data Management analysis prior to implementation.

13. Don’t spend unnecessary time on major requirements list and penalty contracts

14. Build on trust and that all parties sincerely wants tosucceed.

15. Construct a communication plan so that all relevant stakeholders are informed during the different phases

16. Secure participation of key resources and that they have allocated time

17. Involve future Super Users early. Also for UAT + training

18. Use agile development methods

19. Don’t underestimate the time and complexity in integration to legacy systems.

20. Be open for new ideas

21. Be ready to and have the authority to take shift decisions

22. Have your governance structure in place

23. Organizational change management is essential to endure high user adoption

24. Management need to be active in all phases – especially also after implementation

25. Ensure effective transfer of knowledge between the project team and the organization

26. Application Maintenance and support of SFDC to be done by Who? When? And How?

27. Capture new ideas and functionality requests? By who?, prioritize?, development?

28. Partner up with someone who can orchestrate multiple cloud vendors – not just SFDC and who can enhance and accelerate the solution and your business6

29. Don’t …. 7 Don’t try to solve every business challenge in one project …

30. One Company logo Maria Søndergaard Senior Consultant Capgemini Danmark A/S Delta Park 40, DK-2665, Vallensbæk Strand Mob: ++45 5218 9297 maria.sondergaard@capgemini.com www.dk.capgemini.com Camilla KatkjærJørgensen Business Development Manager TeliaSonera Holmbladsgade 139 2300 Copenhagen S Mob: +45 28 27 79 60 Camilla.joergensen@teliasonera.com www.telia.dk

31. Thank You! Please visit us at: www.teliasonera.com & www.capgemini.com Or at Booth: 515