Cloud Accelerate

THINK IT, BUILD IT

Digital disruption is the new norm

As people and things become more connected consumers

are driving change across all aspects of business

Those who embrace this change and re-imagine their

business around the customer will win the advantage

Deloitte transforms customer journeys better than anyone

else, with accelerators to help businesses realise the

benefits of cloud technologies faster

Cloud Accelerate

THINK IT, BUILD IT.

Deloitte Cloud Accelerate

We understand digital disruption

• 33% of Australian economy faces

disruption by digital technologies

and business models

• 60% of CIOs surveyed feel that

the cloud is important and

warrants a strategic response

worth undertaking – almost double

the number of CIOs who felt this

way two years ago

• This brings both challenges,

threats and also opportunities for

business and government

Harnessing the „bang‟: Stories from the digital frontline, Deloitte Access Economics 2014

Our research shows that digital is becoming

more pervasive in SMBs

26.2

24.1 24.2 24.1

30.2

25.9 28.4 28.5

32.4

26.8 29.7

32.6

0

5

10

15

20

25

30

35

Sales and marketing Finding rawmaterials and

sourcing materials

Recruiting andmanagingemployees

Managing yourbusiness

2 Years ago Now 2 Years from now

Question: How much of the above business operations are done through digital channels?

Salesforce Small Business Report, Deloitte Access Economics 2014

Transforming business and delivering disproportionate

benefits to businesses that engage

Small businesses with high digital engagement enjoy better business outcomes, with an average increase of 20% in annual income Connected Small Business, Deloitte Access Economics

Salesforce Small Business Report, Deloitte Access Economics 2014

How should businesses respond?

Salesforce Small Business Report, Deloitte Access Economics 2014

STAFF Skilled and experienced employees are critical for growth, so get

serious on recruitment and retention, including digitising the workplace

DATA The ability to capture, analyse and derive insights from data are

becoming a critical factor for success

CLOUD Cloud platform are a cost efficient way for business to get the best

technology available and compete with more established players

OUTSOURCE Recognise a gap in experience and skills and outsource these

functions accordingly

AGILITY Businesses that can move fast stay profitable

Deloitte has proven Salesforce

experience in Australia

Industry expertise

includes:

• Health Life

Sciences

• Not For Profit

• Education

• Public Sector

• Retail

• Financial Services

Backed by extensive global expertise We have a global practice of 2900+ practitioners, in over 28 countries

Offshore

885

EMEA

888 Americas

836

APAC

191

Americas

Seattle

Denver

Washington DC

Toronto

Europe

Amsterdam

Belfast

Brussels

London

Milan

Munich

Paris

Zurich

Asia

Tokyo

Mumbai

Africa

Johannesburg

Australia

Melbourne

Sydney

2014 Salesforce Award for

Mobile Innovation for Pocketsales

2014 Partner Growth Program

for Platform

2014 Salesforce Partner

Innovation Award for Platform

What we do is unique

Our organic growth rate continues

to outpace the market

We put the customer at the center of

the digital experience

We are a consultancy and a digital

agency with scale

Our deep technology capabilities

allow us to imagine a better future—

and deliver it

We are changing the face of the

consulting industry with innovative

client relationships

We amaze and delight at every point

on the journey based on preferences

that drive loyalty

Leading the market means investing in

innovation to amplify the impact for

our clients

We lead the market in industry-sector

relevance. This puts us in a league of

our own

We love what we do. And, it‟s working!

Our vision is simple

DELOITTE DRIVES CHANGE

We empower our clients to re-imagine how they connect and engage

with their customers. Our goal is to be widely recognized as the best in

the world at driving digital transformation for our clients through the

application of salesforce, force.com and associated ecosystem of

technologies. We will make the market, not simply respond to it.

We solve hard problems

REDEFINING A MINDSET

People and things are more connected than ever, disrupting

business models worldwide. Companies need to be faster and smarter,

finding new ways to reach customers at every touch point. Success

depends on the latest innovations in cloud, analytics, mobile, and social –

and a whole new digital mindset.

With Salesforce…

CREATING DIGITAL JOURNEYS

We build solutions that allow our clients to reach their customers across

every platform, every device, and every step of the customer journey.

Our designs inspire, our industry experts understand your challenges, and

our global team makes one-to-one customer relationships a reality.

We drive digital transformations

BUILDING BETTER CONNECTIONS

We help our clients build the digital customer experiences on which

great brands are built. We are about stronger relationships, and a sales

process so personal it feels effortless. Your success drives ours.

What we bring to our clients

CREATIVE

FIREPOWER

INDUSTRY

PERSPECTIVE

SALESFORCE

EXPERIENCE

ENGINEERING

EXCELLENCE

Whole

solutions

Operational

scale

Innovation IQ

Digital DNA

Creative

Capacity

Practical insight

Strategic clarity

Industry

accelerators

Depth and

breadth

Awards and

recognition

• We reimagine the future, then we

deliver and run it

• We put the customer first to improve

their experience

• We strengthen customer relationships

• We enhance the value from customer

operations

• We innovate to deliver next-level

performance

• We make ourselves accountable to the

results

We see the end-to-end customer journey

Redesigning the customer interaction

Life Sciences and Healthcare Industry drivers

• Sales engagement model evolving due to market pressures and new channels

• Movement away from on-premises technology and high legacy system upgrade costs

• Increasingly positive business cases for multichannel CRM supported by new apps

• Drawing benefit from previously-unmanageable data volumes

• Regulatory and legal requirements continuously toughening

• New commercial models required to grow into emerging markets

• Consumer mobility, cross-border relationships and global harmonisation

• More sophisticated sales/service organisational models.

Life Sciences and Healthcare

Case study

Deloitte has worked with all the primary

CRM functions within Life Sciences:

Market access and planning | Contact

centre, customer service and medical

enquiry Field service and scheduling |

Medical event management | Marketing

and multichannel Salesforce automation

and effectiveness

Donor dilemma: unlocking true growth

Not for Profit Industry drivers

• National Disability Insurance Scheme – The introduction of the National Disability

Insurance Scheme (NDIS) is causing significant disruption for disability service providers,

as funding shifts from bulk funding in advance to person centred funding.

• Decline in government funding – As government funding continues to decline

and donation acquisition becomes increasingly competitive, organisations are required

to become more efficient in their donor management and fundraising activities.

Not for Profit

Case study: Church Resources

Through the use of the Salesforce sales

and service clouds, marketing automation

and website integration, Church Resources

transformed the way they provided services

to their customers. The project enabled

pro-active management of members,

provided the flexibility and dynamism to

adjust to future organisational needs,

enhanced engagement with stakeholders,

and provided the organisation with tools to

enhance decision-making.

Digital an education imperative

Education Industry drivers

• Escalating technology demands: Institutions must serve a more diverse population who

require sophisticated technology solutions.

• Inherent resistance to change: Change is typically long-term and incremental given

consensus-driven decision making.

• Rising costs and reduced funding: The Australian education system is in a state of

transition. Funding has increased for schools yet decreased for higher education.

• Need for fast, flexible, scalable deployment: Traditional development and technology

deployment models are not flexible, and they do not scale well (without time and money).

• Student outcomes: 60% of public university students fail to graduate in four years.

• New technology: New entrants to the market are leveraging technology to reach students

at lower costs.

Education: embracing the transformation to win

Case study

Deloitte helped one of the world‟s leading

providers of lifelong education deploy an

end-to-end Student Management Solution

on the Salesforce platform that manages

all student enrolments, academic

management, financial transactions and

curriculum management. By unifying

previously disparate functions through a

self-service portal, the student can now

gain control over their education and can

be serviced faster.

e-Government: good for constituents,

great for government

Public Sector Industry drivers

• Self-service in governments has been an ongoing challenge for public sector

• Citizen expectations for access to any service from any device

• Citizens and companies want a one-stop-shop rather than having to deal with

multiple arms of government to get what they need

• Many self-service attempts of governments are siloed and provide inconsistent

experiences for the users

• There is a growing move by governments to look at self-service engagement options

without replacing complex legacy systems.

Public Sector

Case study: The State of Colorado

Citizen ConnectTM

Deloitte worked with the State of Colorado

to develop a cloud-based extensive self-

service solution for citizens to apply for

welfare benefits including screening,

applications, and status reporting. The

solution greatly reduced manual processes

of data entry and improved citizen

experience in dealing with government.

Improving competitiveness and agility for retailers

Retail Industry drivers

Proliferation of choice requires ever increasing sophistication in sales management

• Diverse customer needs and buying behaviours

• Products and services are increasingly commoditised

• Omni channel retailing requires seamless sales approach

Mobile retailing

• 83% of internet usage will be through handheld devices in 2015

• Even faster retailing

• Speed to market

• Speed to respond to consumers

• Speed to deliver

Retail of the future

Case study: JB Hi-Fi Commercial

Deloitte carried out a health check to

establish gaps in JB Hi-Fi‟s existing

Salesforce.com solution with the targeted

state to meet business needs, followed by

a sales enablement implementation

(pipeline tracking, quoting, ordering,

reporting, history tracking, and activity

management processes).

Transforming the customer journey

Financial Services Industry drivers

• Non-traditional competitors

• Ongoing regulatory changes

• Cloud, social, mobile

maturity

• Omni channel

• Digital banking

• Increased risk burden

• 7x24 Access

• Immediacy of response

• Big data availability

• Process sophistication

• Price pressure

• Service expectations

• Shift from product

Orientation

• Connect people, processes,

data unlike never before

• Unlock trapped knowledge

• Broaden the view of the

customer

• Act as ONE

• Shield back-office and

technical complexity

• Empower the front line

• Renovate and automate via

mobile and social

• Unlock trapped data and

processes

• Empower cloud within

banking infrastructure

Financial Services

Case study: Standard Bank

Standard Bank engaged Deloitte to

improve pipeline management by aligning

reporting capabilities for the Global

Business and Sector Heads with reporting

from an MI perspective. The

implementation provided real time analytics

on pipeline management via interactive

dashboards, compliant with existing

Chinese walls. It enabled the digital

transformation at the bank, this being the

first steps of mobile analytics journey.

Making IT happen

Our agile, social

Deloitte Tracker app

What is Tracker by Deloitte?

The Tracker app is highly collaborative

yet provides rigour and discipline to

manage projects in the largest

enterprise

Tracker provides full support for agile

So you are always in the know

Deloitte Cloud Accelerate

www.deloitte.com/au/cloud-accelerate

PLATINUM CLOUD ALLIANCE PARTNER

www.deloitte.com/au/cloud-accelerate

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