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Bluewolf and IBM Partnership:
New Opportunities for Marketers
March 21, 2017
Customer insight is the new
currency. In the Age of the Customer,
your data strategy is your marketing
strategy.
80%of data is
DARK
Thinking
Seeing
Hearing
Feeling
Doing
Customers now expect
personalized experiences -
in the office and at their
fingertips.
Customers who are fully engaged
represent a 23% premium in share of
wallet, profitability, revenue, and
relationship growth.
By 2020, businesses
using AI and IoT
technologies to uncover
new business insights
will steal $1.2 trillion per
year from their less
informed peers.
Forrester Predictions 2017: Artificial Intelligence Will Drive the
Insights Revolution
“58% of companies
have not addressed
business model
disruption with
technology and
process change.”
IDC Workforce Transformation Survey, February 2016
About Bluewolf
Our Vision
Be the #1 brand known for creating
incredible customer moments
through Salesforce.
Who is Salesforce?
24KEmployees
$2.04BFY17Q2 revenue
2011 • 2012 • 2013
2014 • 2015 • 2016
The world’s most
innovative companies
“Innovator
of the
Decade”
2009 • 2010 • 2011
2012 • 2013 • 2014
2014 • 2015 • 2016
September
2016
$ 389BIn GDP Impact by 2020
Salesforce Customer Success Platform
7 industry leading apps. 1 platform.
10k Success
Stories
1,200+ Salesforce
Certif ications
15+ Years of
Innovation
9/10Customer
Satisfaction
Rating
Awards
Salesforce Partner Innovation Award
Gartner 4/4 - Business Consulting Skills
The Cloud Awards Best Cloud Consultancy
2016 CRM Magazine Market Leader
Employee
Management
Strategy
Meet Project Time
Lines & Business
Outcomes
Drive ROI for CRM
Investments
#1
#1
#1
Large Enterprise
Skills
Business
Consulting Skills
4/4
4/4
Geographic Client
Mix
Client Satisfaction &
Client Experience
Industry & Vertical
Focus
#1
#1
#1
Winner’s Circle
Deep Understanding
of Salesforce and
Innovative Approach
Offers Complete
Value Chain of
Services, Credible
Long-Term Provider
Our Portfolio
FINSERV
INSURANCE
RETAIL
HEALTHCARE
LIFE SCIENCES
COMMUNICATIONS
MEDIA
MANUFACTURING
CPG
GOVERNMENT
Bluewolf Services
Digital transformation is a whole
company approach - culture and
employee engagement are just as
important as the technology that
drives customer experience.
Eric Berridge, CEO
Bluewolf, an IBM company
Our Approach
Our method starts with your
business goals.
We put people at the center of
transformation and use our
technology-driven implementation
to decrease risks and increase
quality.
Bluewolf builds digital solutions designed to create
results. Now.
Bluewolf Align
Blueprint BlueprintBluewolf Implementation
Bluewolf Go
Bluewolf Beyond
Design Create Innovate
Business
Strategy
External Influences
Strategy Statement
Success Metrics
Business Outcomes
Consensus
Current State Review
Executive Interviews
Industry Research
Align Process
1 Customer
Experience
Personas
Moments of Engagement
Touchpoints
Attitudes & Emotions
Moments of Truth
Customer Interviews
Employee
Experience
Internal Processes
Systems & Tools
People & Groups
Key Performance Indicators
Needs Statement
Employee Interviews
Persona Shadowing
Ideate &
Measure
Cross Pollinate
Prototyping
Storyboarding
Metrics
Hypothesis
Best Practices
Inspiration Board
User Testing
Prioritize
Business Value vs.
Customer Benefit
Impact vs. Complexity
Roadmap
Headwinds
2 3 4 5
Sample Blueprint Deliverables
Success Charter
o Executive Overview
o Success Plan
o Roadmap
o Project Strategy
o Level of Effort / Resource Plan
Process Mapping
o Stakeholder Interviews
o Rep Rides
o Agent Shadowing
o Process Map
Mobile Assessment
o Mobile Recommendations &
Planning
Functional Requirements
o High Level Functional
Requirements & Prioritization
o Gap Analysis
Information Flow
o To-be Technical Architecture
o Data Flow Diagrams
o Analytics Plan
Resourcing Assessment
o Project Governance Strategy
o Ongoing Program Governance
Plan
o Change Management /
Communication Plan
Bluewolf builds digital solutions designed to create
results. Now.
Bluewolf Go
Bluewolf Implementation
Create
Bluewolf Go gets
you up and running
on Salesforce in 30
or 60 days.
TRANSLATE TRANSFORM TRANSCEND
Bluewolf 3T Methodology
Technical Process Review Development Data
Migration
Integration Post Go-live Support
Governance Process Review Innovation Strategy & Best Practices Post Go-live Operational
Excellence Execution
Technical
Cloud
Governance
QA
Business Process Review Configuration Post Go-live Support
Business
Process Sprints
Kickoff
Meeting
Weekly
Status
Updates
Biweekly
Stakeholder
Meetings
Weekly
Reporting
Weekly Status
Updates
Biweekly
Stakeholder
Meetings
Weekly
Reporting
Weekly Status
Updates
Project Closing
Project
Management
Adoption Process Review Communication
Build & Execution
Pre-training
Activities
Training Post Go-live
Support
Post Go-live
Adoption
Change
Management
& Learning
TE
ST
ING
Bluewolf Marketing Services
Prove marketing ROI
and unlock new
business value through
design, data strategy,
and campaign
management.
Bluewolf Marketing Services
Define a shared vision and enable
memorable brand experiences with
digital marketing transformation
Translate marketing priorities into
powerful customer journeys
Design digital marketing strategies
Deliver customer lifecycle solutions with
marketing automation and Salesforce
Manual Automated Integrated Aligned Realized
Marketing Maturity Framework
OWNERSHIP
Salesforce-owned
Public (CRM)
OWNERSHIP
Salesforce-owned
Public (CRM)
OWNERSHIP
Private Equity-owned
Private
OWNERSHIP
Oracle-owned
Public (ORCL)
FOUNDED
Est. 2007
Atlanta, GA
FOUNDED
Est. 2000
Indianapolis, IN
FOUNDED
Est. 2006
San Mateo, CA
FOUNDED
Est. 1999
Vienna, VA
PRIMARY MARKETS SERVED
B2B
PRIMARY MARKETS SERVED
B2C
PRIMARY MARKETS SERVED
B2B & B2C
PRIMARY MARKETS SERVED
B2B
Our Partners
Bluewolf Beyond
Bluewolf builds digital solutions designed to create
results. Now.
Bluewolf Beyond
Innovate
The Post Go-Live GapC
ha
ng
es t
o y
ou
r b
usin
ess
Static Salesforce Instance
Lost Value / ROI
Go-Live
Success StoryChallenge Solution
o Service Cloud
o Social Hub
o Social Studio
o Enterprise 2.0 Implementation
NBC Universal
Business Outcomes: Acquisition/Retention Industry: Media Technology: Multi-Cloud Region: EMEA/ANZ
Bluewolf built a multi-cloud
solution for NBC Universal’s
new on demand service Hayu
in the UK, Ireland and
Australia that included social
listening, personalized email
campaigns, and social
customer care.
OUR CLIENTS
