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1
IBM & Salesforce Customer Experience Platform
2
Agenda
1 Introductions
2 Our
Proposition 3 Our
Phase 1 Solution
4 Our
Phase 1 Use Cases
5 Our Demo
3
Ken Bolin
Wanda Roland Jeff Hood Associate Partner Strategy & Analytics
• GTM Cloud leader for Industrial Sector
focused on salesforce.com solutions • Client: Intel, Cisco, Honda, Paccar , Boeing
and Hyundai.
Partner Solution Leader
[email protected] 313.550.3352
• IBM’s Smarter Marketing solutions leader • 12+ years of marketing and operation for GM • Client: GM, Ford, Hyundai, Cisco, Dell,
Toshiba, Google and Microsoft
Management Consultant SFDC, Global Cloud
• 10 years of business and system
consulting on the Salesforce pllatform
IBM & Salesforce IoT Customer Experience Platform Team
Donna Satterfield Vice President Automotive, Aerospace & Defense
• Over 25 years of industry experience
Shobhit Bansal
Solutions Leader Salesforce CoC
• More than 18+ years of Industry experience,
6+ years in Salesforce • Client: American Express, Sears Canada,
First Data Resources & IBM Global Finance.
Binoy Damodaran
Associate Partner Cognitive Solutions Leader
[email protected] 248.910.4680
• Lead Analytics and Cognitive solutions • 14+ years of customer analytics solutions • Clients: GM, Honda, Hyundai, Caterpillar,
Daimler Truck, Intel and JCI
Inder Deep Singh
Senior Managing Consultant Salesforce CoC • More than 8 years of Salesforce.com advisory
experience. Clients: GM, Analog Devices, Coca Cola, Corning, eBay, SunTrust, Statefarm
Sara Carlson Partner Connected Consumer salesforce Solutions
[email protected] 415-505-5289
• General Motors Connected Consumer Lead • 20+ yrs of marketing/sales solution leadership • Clients: GM, Intel, Cisco, NetApp,
Agenda
4
IntroductionsOur
Phase 1Solution
Our Proposition
OurPhase 1 Use
Cases
1 2 3 4 OurDemo
5
IoT Customer Experience Platform ROI
• 90 percent of all cars will be wireless 2020
• The connected car market will be a 98.42 Billion Market by 2018
• OEM’s will generate 152 Billion in 2020 on hardware and software
• Consumers will be expect to be able to purchase everything through a car’s Telematics system
• Consumers EXPECT to access music, movie, navigation and other app-based content from phones in
their cars.
Sources: RCR WirelessNews:http://www.rcrwireless.com/20151013/featured/four-connected-car-infographics-state-ecosystem-tag6#prettyPhoto
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Value Proposition • Revenue Generating Platform
• Increased Customer Loyalty & Improved Experience
• Speed, agility and scalability of a Cloud platform
• Integrated solution and multi-channel delivery (mobile, advisor, online)
• EXECUTED AND PROVEN SUCCESSFUL! “Start with the stakeholder value
and work backwards with the technology”
- Steve Jobs
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IoT Customer Experience Platform is a pre-built, cloud based architecture that will provide a customer experience solution that allows merchants, distributors and dealers to send personalized campaigns to sell their products or services. The Customer Experience Platform will host an Application Platform, an area where developers create and customers can access brand specific content and offers. Additionally, built into the platform will be advanced cognitive analytics capabilities to provide for offer analysis, personalization, segmentation and behavior analysis.
The Centralized Community Portal will provide access for Merchants, Distributors, Dealers, Consumers and Direct to consumer fleet sales access to:
• Creation & access to offers and promotions
• Best offer, segmentation and content management
• Engine Service Alerts
• Regional notifications
• Price lists
• Part Coupons
• Service Specials
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Customer Engagement
Marke(ng Assets Management
POI Management
Offer Setup and Management
Back Office Opera(ons
Merchant Marke2ng
Advanced Segmenta(on
Campaign Management
Digital Assets Management
Customer Experience Domain
Authorized Vehicle Data
Enterprise Service Bus
Business Process Management
Advanced Data Management
Segmenta(on and Modeling
Advanced Customer Insight and Next Best Ac(on
Data Management
IBM Analytics
Analytics
Customer Insights Domain
Predic(ve Offers
Data Discovery and Visualiza(on
Web/Interac(on Analy(cs
Web Mobile
Social
@
Omni Channel Campaign Execution
Transaction Services
Catalog
CPQ
Billing and Invoice
Payment
Other Internal Data and Applica(ons
Experience Portals
Unified Experience
IBM and Cummins Propeitary Informa(on
The IoT Customer Experience Platform Supports Key Business and Technical Domains to deliver state of the art solution.
Car
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Salesforce.com ! Cloud based CRM, AppShop and Merchant and Marketing Management solution ! Digital Marketing Mangement
IBM Watson Analytics
! Advanced ability to capture robust online visitor and customer behavioral data ! Application Platform
Payment Systems ! Revenue Management cloud ! Billing, commerce and finance capabilities based cloud ! Indirect Tax capabilities cloud solution
Mobile Dev Management
! Management of all off-network mobile devices
Multi-Channel Offer Engine ! Secure Delivery Engine for offers Integration Bus ! Secure API Management, NetCool and Integration Orchestrator
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The IoT Customer Experience Platform is comprised of Best of Breed capabilities and API’s from IBM and the salesforce.com ecosystem
Op(
onal
Foun
da(o
nal
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Agenda
11
OurPhase
1Solution
Our Proposition
OurPhase 1 Use
Cases
1 2 3 4 OurDemo
5 Introductions1
12
IBM & Salesforce IoT Customer Experience Platform
Phase 1 – Merchant Portal Capabilities
13
• IBM –Salesforce IoT Customer Experience PlaRorm Merchant Portal capabili(es is a pre-‐built, cloud based Merchant Storefront that allows OEMs to partner with merchants to send personalized offers and sell their products or services directly to their customers.
• Our POI PlaRorm works with our mul(-‐channel offer engine has the ability to execute and match offers to consumers based on bid criteria, segmenta(on and loca(on.
• The Merchant capabili(es has a applica(on plaRorm, an area where OEM developers create and customers can purchase personalized brand applica(ons.
• The Merchant capabili(es draws on technologies such as advanced analy(cs, mobile commerce, electronic funds transfer,
marke(ng management, lead management, online transac(on processing, electronic funds transfer (EDI) and automated collec(on system.
• Using the plaRorm, OEM’s will improve customer targe(ng through aggrega(on of personal customer data insights. Our advanced analy(cs and segmenta(on allows for assessment on Promo(on Performance for deeper insights on ROI and product recommenda(ons.
……..a Customer Experience PlaRorm that delivers on customer loyalty and can generate revenue!
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• OEM’s will generate 152 Billion in 2020 on hardware and software
• Consumers will be expect to be able to purchase everything through a car’s Telematics system
• Consumers EXPECT to access music, movie, navigation and other app-based content from phones in
their cars.
• Merchants want omni channel access to consumers and the vehicle is an important channel for
them
Why Change? Why Invest? Why Innovate?
15
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• Connecting drivers with retailers and merchants while driving and providing offers based on their geographic location
• Peets Coffee, Starbucks. Macy’s and others supplying retail and shopping coupons
• Parkopedia serving data for parking nationwide
Built by powered by
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Value Enabled for Merchants
I can configure my offers to stimulate demand
I understand how users are engaging my content
I can easily access my customers in their vehicles
Value Enabled for OEM Marketers
I understand my customers
I understand how customers and merchants are consuming the services
I can reach & engage my users in context
Value Enabled for OEM Billing and Revenue
I can experiment and iterate with the business model
I can manage the finances and pricing
Value Enabled for Customer
It’s easy to purchase and install my apps
I can personalize my apps
I understand what I’ve bought and how much I’ve consumed
My experience is innovative
Value Enabled for OEM Developers
I have access to analytics that tell me how users are using my apps
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Agenda
18
OurPhase 1 Solution
Our Proposition
OurPhase 1 Use
Cases
1 2 3 4 OurDemo
5 Introductions1
19
Example use case: Starbucks
Highlights of the Apps: ! Location based offers: Offers sent to customers based on the closest Starbucks & get directions. ! Connect with your offer: Connect with the OEM’s portal to see all your customized offers ! Account balance: Find out how much is on your rewards card and add more points ! Portal Community: Keep track of your family and friends' favorite orders
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Example uses case: Parkopedia
Highlights of the Apps: ! Location base: Find out where to park based on your location
! See your spend: Connect with the OEM’s portal to how much you are spending on parking
! Offers: Receive regional parking offers in your area and compare
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Our Customer Experience Platform allows for global expansion
• Global CRM Solution Provider
• Leader in the Gartner magic
quadrant for the last 7 years
• 1.2B Transactions per day
Global customers In 140 countries
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Agenda
22
OurSolution
Our Proposition
OurCase Studies
1 2 3 4 OurDemo
5 Introductions1
Thank You