Make A Stress Free Move To The Cloud: Application Modernization and Managemen...
Toronto Mobile Ent Summit 2015 - SFDC project v2
1. Implementing a Mobile Sales Force Solution
Nadir Belarbi
CIO L’Oreal Canada
Toronto Mobile Enterprise Conference - October 6th, 2015
2. Agenda
• About L’ORÉAL CANADA & GROUPE L’ORÉAL
• Context & Metropolis Project Objectives
• Metropolis Project Organization & Timeline
• The Features of the New Solution
• The Device Selection
• Technical Challenges
• Change Management, Support Process & Solution Deployment
• Takeaways
6. LANCÔME
GIORGIO ARMANI
YVES SAINT LAURENT
BIOTHERM
KIEHL’S
RALPH LAUREN
SHU UEMURA
CACHAREL
HELENA RUBINSTEIN
CLARISONIC
DIESEL
VIKTOR & ROLF
MAISON MARTIN MARGIELA
PALOMA PICASSO
GUY LAROCHE
URBAN DECAY
L’ORÉAL
LUXE
17. Growth through Change
Metropolis Project Objectives:
• Increase Sales Reps efficiencies
• Build a 360 view of the customer
• Replace legacy tools with a single solution
• Focus on business added-features vs supporting the solution
• Design a mobile solution with an enhanced user experience
18. Functional & Technical Requirements
• A Mobile Solution: Wireless & 3G/4G
• A Light weight Solution: Tablet
• Acceptable battery Autonomy: Sales Reps are on the road during the day
• Enhanced User Experience: Ease of use and flexibility
• Allow a VPN Access: Access corporate ressources
• Be a Productivity Tool: Able to run MS Office, Excel Macros
• A Secure Solution
19. Project Structure
• Agile Mode: Multiple iterative cycles
• Small Pilot Group of Sales Reps from different divisions
• Involvement of respective Regional Sales Directors
• Project Sponsor Lancôme National Sales Director
• Incremental development of the different solution features
• Exchanges with Salesforce, Microsoft & HP Canada
• Extensive technical tests in the field with the Sales Reps
• Strong focus on Training, Change management and Support
• Broad Project communication
21. The Solution Structure
Three distinct components and Three Decisions
• The sales reps solution (Application)
• The Device (Hardware including Communication features)
• The Device Operating System (OS)
22. Dashboard
Access & messages
Micro-Rep
Order Entry
BackBar & PureProgram
PPD Loyalty Programs
Follow-up
Order Follow-up
Rep Portal
Document
Management
Companion
CPD Order Proposals
CSS
POS Reports
Sales Outlook
Customer CRM
Customer Service
Act! 2013
Customer CRM
Internal Sales
Daily Activity Log
Surveys
Customer information
23. A 360 Customer View
Customer
Customer
Service
Account
Executive
Customer information centralisation
Access to SAP Information (invoices, orders, etc.)
Collaboration / communication
(between account executives, head office, customer service, etc.)
Case management
Customer Information Visibility
Collaboration / communication
Integration with 8x8
Fully-branded public or private
communities that connect members
directly with each other & with relevant
content, data and business processes
24. Solution Features
Customer
•Information
•Territory mgt
Visits
•Task lists
•Calendars
•Surveys
•Store event mgt
•Routing
•History
Orders
•Regular
•Promo
•Credit
•Returns
•No Charge
•Budget controls
•Loyalties program
•History
Document Mgt
•File sharing
Live
communication
•AE
•Regionals
•Head office
•Customer Service
Reporting
•Sales obj.
•Dashboards
•Reports
Customer 360° view
25. Project Challenges
• OS: Ease of use and Win 7 vs Win 8
• Battery life challenges with an earlier tablet model
• Office 365 limitations: Excel Macros
• Ability to use other corporate applications pnly running on Windows.
• 3G and other wireless connectivity reception issues
• Training & Change Management for a sales rep force on the move
26. The Hardware Device
Selection criteria:
• Size & Shape (dimensions, weight, etc.)
• Battery life
• Screen resolution
• Overall performance
• 3G and other wireless connectivity
• Connection to an External Display (accessory)
• Open to Bluetooth keyboard and mouse (accessories)
27. Devices Tests
HP ElitePad 1000 G2
• Windows 8.1, 3G/LTE
• Productivity jacket or POS jacket
• Docking station
• Microsoft portable keyboard and mouse
• Portable screen
Pros
• Windows based device – easy to adapt to.
• WiFi and 3G/LTE integrated
• Compatible with all corporate applications
• Centralized management (GPO, SCCM, etc.)
Cons
• Short battery life
• Small screen size and small screen resolution
• On-screen keyboard is usable only in portrait mode
(vertical position of the screen)
• Windows 8.1 user interface (Modern) is confusing
(frequent switch from Modern to Desktop mode is
annoying)
28. Devices Tests
iPAD Air
• iOS 7, 3G/LTE, WiFi, 64 GB
• Protection jacket
Pros
• Very good battery autonomy.
• WIFI and 3G/LTE integrated
• Comprehensive interface
• Better on-screen keyboard
Cons
• No internal storage – needs Cloud integration
• Small screen size
• On-screen keyboard is usable only in portrait mode (vertical
position of the screen)
• O365 requires corporate subscription and it this some significant
limitations (no macros, f. ex.)
• Very complex integration with corporate services: files access,
Intranet portals (flash), SSO, etc.
29. Selected Device
HP Elitepad 900 G2:
• Windows 7, MS Office 2010, 3G/LTE
capable
• Touch screen, non removable.
Optional:
• Productivity jacket or POS jacket
• Docking station
• Portable screen
• Microsoft portable keyboard and mouse
31. Main Technical Challenge
Wireless 3G / 4G – LTE connectivity:
• Loss of session and connectivity (Micro Wireless Failures with HTTPS
Sessions)
• In Rimouski, Qc / Fort McMurray, Alberta / Aurora, Ontario /
Belleville, Ontario but also Metropolitan Areas (Montreal, Toronto,
Vancouver)
• Public WIFI:
• Bandwidth availability can fluctuate depending on the WIFI use.
Mitigation:
• Salesforce One Off-line limitations (Read-Only)
• This lead to the development of a customized Off-line module using
the SalesForce API (OSF Global Services)
32. In the Field: WIFI Challenges
Public WIFI:
The Internet access through publically available
WiFi Hot spots does not provide a reliable data
link: the speed of the connection is usually GOOD,
but the access drops frequently.
In some cases, the WiFi signal coverage drops
inside of salons/beauty shops.
Sometimes, even if the signal strength is high, the
laptop can not establish an Internet connection
due to high concurrent bandwidth usage or local
gateway’s throughput problems.
33. In the Field: 3G / LTE Challenges
Built-in 3G/LTE network:
The Internet access through integrated 3G/LTE
network interface has the similar problems: the
speed of the connection is usually Low/Medium
inside of buildings, but the connectivity is more
stable than Public WiFi.
The speed of the connection is good enough when
LTE service is available (usually in city centers or
big Shopping centers). Though, the connection can
switch to 3G at any time resulting the slow
unreliable Internet access. Also, the LTE coverage
in Canada is very limited and usually only available
in big cities.
34. In the Field: Netmotion/Telus
Netmotion VPN:
We also tried to explore “Netmotion” VPN
solution.
Netmotion allows to mask the data link
connectivity issues (connection drops, etc.) by
hiding the link errors from the application level
and passing the traffic via VPN: application (WEB
browser for example) still “think” that it is always
connected to the destination server, because the
link is established through local proxy service,
controlled by Netmotion app.
The solution works very well, but has a significant
limitation: it’s impossible to establish a second
VPN connection inside of Netmotion VPN. So it’s
impossible to connect to our Corporate VPN and
use Netmotion at the same time.
35. Change Management, Support & Deployment
• Training and deployment were done at the same time
• Reps received their new tablets a few days before the training to
transfer their data with the Help Desk assistance
• Reps were trained during 2 days on their new tablets and left the
training operating the new solution
• Training sessions were held in major Canadian cities and in sync with
Reps events (meetings, gatherings, etc.)
• Support relies of the chain of Key Users, Help Desk (leve 1), Advanced
Functional Support (Level 2) and Outsourced Dev.
36. Takeaways
• For a mobile use, don’t only rely on an online-use. Have an Off-line
mode as a plan B.
• Don’t assume that your users will use a device because it’s the best of
bread one: Do an extensive pilot and survey the users.
• Plan for the right support and change management depending on
your users tech maturity.
• Wireless use is battery consuming: plan your device selection
accordingly.
• Test, Test and Test Again: Your solution should endure the field
complexities and drawbacks.
