In today’s rapidly evolving digital landscape, organizations often find themselves in need of solutions such as a partner portal or a customer data platform. However, success is not guaranteed by technology alone. As highlighted by Business Reporter in 2022, “Half of all failures are due to lack of adoption.” In fact, 70% of digital transformations fall short of their objectives, often with profound consequences.
There are two primary approaches to digital transformation:
- Technology-led design: “Build it, and they will come.”
- Experience-led design: “What will help our customer/employee meet their goals?”
The evidence is clear: experience-led design is essential for driving adoption and achieving business objectives.
A Sampling of Salesforce Ingredients to Choose From:
- Marketing
- Field Service
- Configure, Price, Quote (CPQ)
- Order/Commerce
- Billing
- Partner Management
- Sales
- Service
But besides ingredients, you’ll need a recipe. Avoid common pitfalls by focusing on experience, not just technology.
Publicis Sapient has partnered with hundreds of companies worldwide to design and implement Salesforce solutions that deliver exceptional experiences and drive growth.
Our Credentials:
- Top-20 global consultancy
- 3,250+ Salesforce certifications
- 1,000+ Salesforce projects delivered
- 1,900+ Salesforce professionals
Your Team Benefits:
- Greater business impact as measured by KPIs
- De-risked delivery
- Increased adoption
Your Three-Step Process for Exceptional Experiences
The Publicis Sapient three-step Salesforce Experience Design offering is crafted to remove complexity, reduce waste, and deliver outstanding customer and employee experiences:
- Envision the Salesforce Experience in a Half-Day Workshop
- Plan It and Prove It Fast—Quick Wins or Minimum Viable Product (MVP) Within Months
- Build, Iterate, and Scale with a Digital Product Factory
Typical timeline: approximately two weeks
Case Study: Leading Logistics Company
Feature Categories | Value Levers | Sum of Total Capabilities (MVP: 16 wks, Priority 1-4)
- Harmonization of multiple data sources | Growing the contact base | MVP: 2, P1: 4, P2: 3, P3: 2, P4: 1
- Contacts unified profile | Engaging and converting customers | MVP: 5, P1: 9, P2: 10, P3: 9, P4: 9
- Segmentation and contact profiles | Retaining customers | MVP: 5, P1: 10, P2: 6, P3: 7, P4: 6
- Insights and analytics | Maximizing share of wallet | MVP: 1, P1: 2, P2: 2, P3: 4, P4: 2
- Focus invitations to events
- Next-best action | Data governance | MVP: 2, P1: 3, P2: 2, P3: 3, P4: 2
Outcome:
- Timeline: approximately 16 weeks
- Document baseline state and establish opportunity, using inputs from the experience lab
- Reimagine the experience
- Develop a roadmap and build the proof of concept
Use Value Pools to Prioritize Use Cases by Business Value
An effective roadmap prioritizes new experiences based on business value. Here’s the process:
- Identify experience gaps (e.g., frustration during the returns experience)
- Assign value to the gap—“high,” “medium,” “low,” or a specific dollar value for revenue gains or cost savings
- Organize related experience gaps into a value pool. A value pool represents a specific customer or employee pain point you intend to alleviate, along with the associated economic benefit. Value pools typically share common elements, such as requiring a specific Salesforce tool, catering to a particular user type, or involving varying levels of complexity. For example, a retailer’s value pools might include optimizing the returns process, implementing online orders for in-store pickup, or enabling conversational commerce via WhatsApp.
- Define the value stream—the specific activities users will undertake during their journey
Process Mapping for Success
- Goals and Metrics: Define your goals and how you will measure success
- Start and End Points: Define the scope of the map
- Map Process Steps: Map the process steps involved
- Current State: Add relevant process data to evaluate and uncover where you might cut waste
- Evaluation: Add optimization details
- Future State: Map what you would like the improved process to look like
- Prioritize: Choose which points are going to be the most important to improve
- Implementation Plan: Define the next steps to accomplish what you desire for your future state
To deliver superior services to top-tier clients, use data to pinpoint service gaps, sales and service opportunities, and opportunities to forge new relationships through meaningful interactions at the right time and through the right channel.
Your Team—As Agile as Your Business
Sample Team Structure
Steering Team
- Accountable for highest level of decision-making
- Ownership of strategic technical direction
- Monthly meeting cadence
- Invited to demo ceremonies
- Roles: Business Sponsor, Engagement Lead, Change Manager, Project Manager, Marketing/ERP Lead, Technology/Engineering Lead
Program Team
- Responsible for program vision
- Program level and fiscal oversight
- Overall support and main point of escalation
- Weekly meeting cadence
- Invited to demo ceremonies
- Roles: Project Manager, Program Strategist, Experience Consultant, Salesforce Solution Architect, Technology Architect, Engineering Lead, Analyst/Junction
Salesforce Pods
- Refine the backlog
- Sprint plan
- Align on 'Ready' and 'Done'
- Align on story points
- Complete work & review work
- Retrospectives
- Close sprint
- Roles:
- Salesforce Pod 1: Salesforce Core Developer, Data Engineer, Data Architect, QA
- Salesforce Pod 2: Analytics Lead, Analytics Specialist, Data Engineer, QA
- Integrations & Data Pod: Integration Developer, Integration Architect, Data Engineer, QA
More Value with Each Agile Sprint
- Speed
- Quality
- Value
- Close collaboration with your stakeholders
Quarterly Business Review
- Business update from you
- Industry trends update from us
- New Salesforce capabilities roundup from us
- Performance metrics review
- Program increment (PI) planning
Semi-Annual Technology Health Assessment
- License usage assessment
- Salesforce org scan (SF Core)
- Commerce health summary
- Marketing technology data and performance summary
Real-World Performance Gains from the Digital Product Factory
- Multinational Automotive Manufacturer: 75% improvement, 150% increase in key metrics
- Global CPG Company: Less than 25M to over 2B+ in relevant KPIs
- American Bank: 56% improvement, 31% increase in targeted outcomes
Contact Us:
garry.moore@publicissapient.com
About Publicis Sapient
[End of Document]