Empowering Global Innovation

James Burns

Director - Platform

Community Solution Advisors

Empowering Global Innovation:How Rakuten applies the Salesforce.com CoE globally

David J Ramos (Dave)

Group Manager

@anotherdatageek

About Rakuten

Who is

a Center of Excellence

What’s

Rakuten is…INNOVATIVE – Annually ranked among Top 20 Globally by Forbes since 2012

#1 #9

Rakuten is…

E-Commerce Digital & Content Travel & Reservation

Pro Sports Finance ..and more

Rakuten is…

Ecosystem

E-Commerce

Credit

Card

Banking

Securities Telecom

Travel

E-MoneyDigital Goods

Portal &

Content

Database

Loyalty

Program

Log-In

Rakuten is…

• E-commerce in 14 countries and regions

• All services and businesses in 28 countries

About Rakuten

Who is

a Center of Excellence

What’s

Salesforce.com in Rakuten

1

4

1

4

3

32

1

Rakuten Platform Ecosystem

Co

nsu

mer

Biz

Team

sG

&A

Team

s

Front Office

• Synergy

• Shared development & reuse

• Best practices

• Code libraries

• Efficient utilization

Challenges & Opportunities

• Limited collaboration

• Islands of expertise

• Siloed decision making

• Same biz - different process

• No reuse

High cost

High complexity

Slow innovation

What is a CoE?

But which model is right for us?

Formal Command & Control

One instance Many BU

Localized Customization

Single Global Team

Moderate Command & Control

BU grouped in Few Instances

Localized Customization

Multiple Teams w/ 1 CoESupporting

Informal Command & Control

Many Instances (Current)

Best Practice Only

Multiple Independent Teams

What are others like us doing?Salesforce.com CoE Case Studies

How to we start?

Keep It Simple Stupid!

We do not need a complex framework to start

Rakuten CoE WorkshopAttendees included 35+ global members (Biz & Tech)

Sharedthe problems

Discussedthe solutions

Plannedthe roadmaps

About Rakuten

Who is

a Center of Excellence

What’s

Rakuten CoE WorkshopFind Common Challenges

Skilled Resources

Technical Debt (Old & Custom Code)

Cost

System Integrations

Lack of processes

Rakuten CoE WorkshopEstablish a Charter

Connect

Develop

Deploy

Deliver Global Enterprise

Strategy & Best Practice

Architecture

Shared Development Team

Central Administration

Systems Integration

Data Management

Reporting & KPI

Establishing the CoE

Did I mention to... Keep It Simple Stupid!

Common Process & Pains

Best Practice & Knowledge Sharing

Targets for Collaboration & Shared

Development

Project Execution & Consolidation

About Rakuten

Who is

a Center of Excellence

What’s

Growing the CoE

1. Development Center

2. KnowledgeManagement

4. DesignStandards

3. Architecture

Governance

Vision for Salesforce in Rakuten

Business Intel

DataWarehouse

E CommBackend

Finance/Billing

Digital ContractMgmt

KYC & screening

HR System/DB

Reviews &Ratings

CTI

Full replication

Full replication

Metrics & KPI

Metrics & KPI

APIs

Selected

Metrics

Full integrated Global CoE

Finance

Card

Edy

Insurance

Life

Bank

Smart Pay

Securities

ECC

Ichiba (JP)

EU (FR, UK, DE, AT, ES)

AM (US, BR)

Asia (TW, TH, ID, MY)

Marketing

LinkShare

LinkShare JP

Loyalty

MediaForge

Others

Travel

Fusion

Grommet

Kobo

Viki

Logistics

Salesforce CoE (CITD)

Support &

Admin

Development

CenterArchitecture &

Standards

Knowledge

Sharing

Strategy

Group BU/DU

Leaders

Group BU/DU

Leaders

Group BU/DU

Leaders

Group BU/DU

Leaders

Use to

introduce a

demo, video,

Q&A, etc.

Q&A