Salesforce Implementation within PwC Central and Eastern Europe, Georgy Avilov

Information about Salesforce Implementation within PwC Central and Eastern Europe, Georgy...

Published on August 28, 2019

Author: CzechDreamin

Source: slideshare.net

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1. Salesforce Implementation within PwC Central and Eastern Europe by Georgy Avilov

2. #CD19 Salesforce in PwC - Central and Eastern EuropeSalesforce in PwC - Central and Eastern Europe Georgy Avilov Salesforce Project Manager in PwC, Central and Eastern Europe 2 Phases of Project 29 Territories 4500+ Users

3. #CD19 Salesforce in PwC - Central and Eastern EuropePwC - global digital transformation 2013 Since PwC’s participation in the Salesforce Global Strategic Partner Innovation Awards programme 2017 Set up a journey to be a digital enabled company to respond the needs of our Clients @СzechDreamin $1bn PwC has invested in its own digital transformation in recent years, which incorporates the Salesforce deal. #CD19#CD19 158 Territories 236 000+ People Employed

4. #CD19 Salesforce in PwC - Central and Eastern EuropeSalesforce as a Critical Component in PwC digital transformation biggest Salesforce global roll out ever - same environment across the Globe Our three goals to be achieved with Salesforce: Build stronger, more trusted relationships with our clients Achieve time savings for both our people and our clients Improve our sales discipline to increase our pipeline and wins 1 2 3

5. #CD19 Salesforce in PwC - Central and Eastern EuropeChange Management @СzechDreamin #CD19#CD19 Becoming a leading-edge technology adopter opens up incredible opportunities for us. And we must be open to learning, making mistakes and course corrections along the way. Progress, not perfection, will be a new technology mindset for PwC. Bob Moritz, PwC Global Chairman 75% of digital transformations fail to generate returns that exceed the original investment 70% of those that fail are due to a lack of user adoption and behavioural change

6. #CD19 Salesforce in PwC - Central and Eastern Europe Time Digital enablement: Salesforce as a Critical ComponentOwnership Global PwC PwC in Territories Globals • Strategy, principles and guidance • Tools • Communications • Training • Sharing of leading practices • Dedicated resources • Lessons learned Territories • Implementation • End to end rollout • Customizations of Global Materials • Local legal compliance • Local leadership engagement • Adoption phase

7. #CD19 Salesforce in PwC - Central and Eastern EuropeChange Management - Keys to Success and Assumptions 3 keys to success • Assembled a gold-medal team of specialists • Lived by the one-third rule • Recognized the global/local balancing act Assumptions • People are different • People expect technology to be easy to use • People follow leaders • People get bored • People don’t change overnight

8. #CD19 Salesforce in PwC - Central and Eastern EuropeIt’s a journey, not a project Human-centric design Interactive experiences to drive behavioural change Tools we use with Salesforce Identify key personas - Leaders and Champions Immersive learning experiences Escape rooms and White Glove trainings Create journey maps In-context learning One day in a life videos Tailor learning experiences Gamifying behaviours Client IQ Let technology help AI to automate tasks Introhive

9. #CD19 Salesforce in PwC - Central and Eastern EuropeCentral and Eastern Europe Poland Russia Romania Kazakhstan Czech Republic Slovak Republic Hungary Bulgaria Croatia Serbia Latvia Estonia Lithuania Albania North Macedonia Slovenia Kosovo Ukraine Belarus Moldova Bosnia and Herzegovina Azerbaijan Armenia Georgia Mongolia Uzbekistan Tajikistan Turkmenistan Kyrgyzstan

10. #CD19 Salesforce in PwC - Central and Eastern EuropeChallenges and Regional specifics https://randysrandom.com/cultural-differences/ Objective distribution stuff bad good Junk It’s okay Good Awesome Pretty good

11. #CD19 Salesforce in PwC - Central and Eastern EuropeChallenges and Regional specifics https://randysrandom.com/cultural-differences/ Pretty good It’s a good start Americans stuff bad good This is awesome!

12. #CD19 Salesforce in PwC - Central and Eastern EuropeChallenges and Regional specifics https://randysrandom.com/cultural-differences/ English people stuff bad good It’s fine

13. #CD19 Salesforce in PwC - Central and Eastern EuropeChallenges and Regional specifics https://randysrandom.com/cultural-differences/ Even so… Eastern Europeans What is this garbage? I don’t like it stuff bad good

14. #CD19 Salesforce in PwC - Central and Eastern EuropeChange Management – later findings #CD19 Personal KPI-s really matter Integration into a document flow Sales trainings, not just Salesforce The world is going mobile Split the Adoption in 2 phases⬄

15. #CD19 Salesforce in PwC - Central and Eastern EuropeAdoption - regional results Jan - Sep 2018 Oct 2016 - April 2017 July - Dec 2017 July - Deс 2017 Oct 2018 - July 2019 continuously continuously continuously July 2019 - July 2020 - - - Go live Adoption phase 1 Adoption phase 2 Average Client IQ per month by now

16. #CD19 Salesforce in PwC - Central and Eastern EuropeWhat worked best in Eastern Europe Go live: • Support model • Salesforce Champions and Early Adopters • White glove trainings Adoption: • Sales KPI-s • Client IQ Competition • Leadership meetings with live dashboards • Sales trainings Pre-Go live: • Brand awareness • Escape rooms • Introhive • Mobile experience

17. #CD19 Salesforce in PwC - Central and Eastern EuropeIn a nutshell • Transformation is a journey - not a project • People, not technology, will drive Adoption. Or break it. • Let the Leaders lead • Eastern Europe has its specific. But still manageable.

18. Thank you!

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