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Accelerating business value through innovativedigital experiencesAgile CommerceJuly 2020Front Office Transformation
ARE YOU READY FOR THE.CHANGING B2BMARKETPLACE?B2B Commerce growth is expected to hit 1.5T by 202165%26%11 of B2B buyerscomplete at least halfof their workpurchases online increasing over thenext four years1 to of B2B buyersprefer to conducttheir purchaseresearch online43% by 2021Majority of B2B players are actively accelerating their digitalcommerce capabilitiesB2B Commerce solutions integrated into broaderecosystem of capabilities have a better success rateAgile Commerce is a global template to acceleratedelivering customer engagement through the digitalchannel by focusing on digital marketing, ecommerce, andself-service capabilities for complex product and serviceofferings.Data References1. Source: Forrester US B2B eCommerce Will Hit 1.8 Trillion by 20232. PwC CEO Survey 20193. PwC Experience in everything: Here’s how to get it right 2018PwC Agile Commerce37%1.of surveyed SMBrespondents’ B2Bsales take placeonline compared to31% of enterpriserespondentsincreasing pressureto be more nimble64%3 of all consumersfeel companies havelost touch with thehuman element ofcustomer experience86%#1CEOs aremodernizing thework environment toattract and developdigital talentReducing businesscosts as the topreason to convertcustomers fromoffline to an onlineself-serveecommerceplatform212
Today’s challenges are impacting companies’ ability to connectwith customers, especially within traditional B2B sales channelsB2B companies must digitally adapttheir traditional commerce models tokeep up with today’s rapid pace ofchange.Field and inside saleschannels are being disruptedRevenue and customerrelationships are at riskTimeline to get back tobusiness as usual is unclearAccelerating digitalcommerce capabilities hasbecome a priorityPwC Agile Commerce74.6%of US internetusers are likely toavoid brick-andmortar stores iftoday’s situationworsensTraditionally slowadopters are nowcreatingtremendous growthin eCommercechannelsSource: RetailDive65% of B2B buyersprefer to conducttheir purchaseresearch onlineMiss Fresh, anonline retailer inChina, claims itsusers aged 40years and olderhave risen237%in recent months.Source: Nielsen3
From a broader market perspective, B2B companies are at different stagesof their digital maturityRe-platformLate EntrantsEcosystem EnabledCompanies that have aging digitalmarketing and commerce solutions.Generally B2B businesses withcomplicated configuration, catalog,pricing, and order management.CPG and other product companiesrelying on retail channels.What we seeEarly adopters are looking to replatform their existing digitalexperience and commerceplatforms to enable new businessmodels like D2C or SaaS to provideenhanced services, & gain betterinsights.What we seeMany late entrants are realizing theircustomers and partners areexpecting robust digital capabilitiesfor product awareness, education,configuration and sales, andservice.What we seeThe D2C trend does not fit everyindustry. Consumer productcompanies are exploring ways toleverage existing eCommercechannels and click & mortar optionsfor sales and last mile fulfillment.PwC Agile Commerce4
B2B customers expect to be at the center of their overallbuying experienceFulfilmentOmni-Channel Experience ERP Desktop, mobile, headlessRisk ControlPayments Payment methods (Credit Cards, Checks,Purchase Orders, etc). Installment, subscription payments, credit Personal and payment data, data privacy,secure environmentAccounting TaxPwC Agile Commerce5
Moving beyond the ‘shopping cart’B2B Commerce transformation is about shifting the digital experience paradigm from atransactional experience to one that drives specific customer behaviorsTRANSACTION DRIVENPwC Agile CommerceBEHAVIOR DRIVENTransactional ApproachRoutine, shopping cart based user experience“click to buy” one-way journey with limitedcustomer interactionsCompelling Customer ExperienceInteractive, personalized experience across the fullcustomer journey from marketing lead generation tocommerce and ongoing nurturingProduct Catalog FocusedThe customer journey is focused on traditionalproduct catalog structures with low fidelitycontent to solely enable a purchasing decisionPersonalized Multi-channelCommunication that is personalizedto the individual and delivered where they areTemplated ExperienceTemplated, platform dependent design based onusing out of the box site designs vs. enabling acustomer driven experienceIncentive DrivenLeverages customer analytics that enable contractcompliance and rebate performance metrics topower real-time incentivization, customer behaviorsand create win-win, hero momentsCheckout FocusCustomer experience is directed only on thetransactional journey to facilitate checkoutComprehensive Self ServiceEnables integrated customer self-service acrossmultiple aspects of the customer journey fromonboarding through dispute management6
B2B firms areincreasinglyadopting aunified cloudplatform to reducethe Total Cost ofOwnership of aneCommerce solutionAdopting Salesforce B2B Commerce to enable advancedcapabilities and reduce TCOArchitecture allows quickadjustments to move at thespeed of businessSalesforceB2BCommercePwC Agile CommerceCustomer at theCoreBuilt to adapt toChangeSalesforce B2B Commercebuilt natively on the Salesforceplatform and takes advantageof the ability to make changesrapidly.Innovation is partof the platformFollows the Salesforcemodel of frequent releasesto seamlessly bring newinnovationInnovation from Salesforceand the community lead to aplatform that keeps up withthe evolution of customerexpectations.Launch new capabilitiesand tailor the experienceThe industry’s onlycustomer-first data model ina single solution thatenables improvedengagement withconsumers.Speed toRevenueEnables rapiddeployment measured inweeks not yearscapturing ROI soonerFaster time to deploy usingpre-built components.7
PwC is uniquely positioned to be your trusted partner in positioning theB2B Agile Commerce as the upcoming leading solutionWe are committed toB2B CommerceWe are a provensolution implementerWe augment withadditional valuePwC is Committed to Salesforce andthe B2B Commerce ProductDelivered B2B digital commercestrategies and implementations forseveral leaders across industriesProven business models and digitalcapability accelerators driveinnovation and continuoustransformationSTRATEGIC RATIONALE:CUSTOMER SUCCESSES:RELATED INVESTMENTS: Focused on Salesforce B2B forCommerce Digital Experience Design Invested in developing SalesforceB2B capabilities, resources andaccelerators Business Process Models Technology Toolkits KPI’s and Metric Dashboards Leading trained and certified B2BCommerce SIPwC Agile Commerce8
PwC is uniquely positioned to be your trusted B2B Commerce partnerCommitted to B2BCommerceA proven solutionimplementerPwC is Committed to Salesforce andthe B2B Commerce ProductDelivered B2B digital commercestrategies and implementations forseveral leaders across industriesProven business models and digitalcapability accelerators driveinnovation and continuoustransformationOUR COMMITMENT:CUSTOMER SUCCESS:KEY INVESTMENTS: Focused on Salesforce B2B forCommerce Invested in developing SalesforceB2B capabilities, resources andaccelerators Leading trained and certified B2BCommerce SIPwC Agile Commerce Contact us to learn more about thesuccessful B2B commercesolutions we’ve delivered atleading brands An iconic industrial productsmanufacturer creates a powerful B2Bcommerce experienceAugment withadditional value Digital Experience Design Technology Toolkits Business Process Models KPI’s and Metric Dashboards9
Our SolutionPwC10
B2B Digital CommerceOur POVKey Considerations Stakeholders Points of Interaction ConsumerDistributorsEmployeesCorporate functionsStoreDistributor SiteCorporate SiteMobile AppPayment Channels Payments OptionsPOSeCommercemCommerceCall centersFulfilment OptionsOur Approach Com mercePlatformPayments MethodsInstallment PaymentsSubscription PaymentsPOS lendingRecords Management PwC Agile CommerceSeller RecordsBuyer RecordsCommissionsRebates Distributor Management Onboarding & enablementMoney movementMerchant of Record“Know Your Customer”StoreDirect to ConsumersBOPACSEndless AisleOngoing Operations Settlement & fundingFraud managementDispute managementReport & ReconciliationCompliance11
X-VERTICALACCELERATORAgile CommerceTransforms the online B2B customerex perience, from lead acquisition throughconv ersion and nurturing, by enabling aflex ible, feature-rich commerce platform.Agile Commerce provides clients a globaltemplate to accelerate complexdeployments of an integrated solution,combining digital marketing andcommerce, to support complex productsand unique customer use cases.KEY FEATURES Multi-storefronts Accelerated ordering for simple & complexproducts supported through quick and bulk orders Customer catalogs and pricing Guided product selection Transactional commerce with payment integration Promotion engine to support integrated marketingcampaigns Localization, multi-currency & multi-language AI powered Chatbot & product recommendations Customer Insight Analytics Trusted and transparent seamless cross-channelcustomer experience Security by design and privacy by design Microservices integration with MulesoftPwCAgile Commerce empowers clients to reach higher digital maturity andincrease speed to market through a scalable platform enablinginnovations in the customer experience and business processesPROBLEMPERSPECTIVEToday’s B2B organizations must adoptand adapt digital to keep up with therapid pace of change and enableefficient ways to identify leads, targetmarketing campaigns, sell products,and nurture the customer throughouttheir engagement and journey. Thereare no accelerators in place to rapidlystand-up and scale a digitalecosystem.Clients need a way to rapidly deploy aglobal solution that supports scalabilityto add new products, storefronts, andfeatures with integrates to othersolutions, including back-officetechnologies. Agile Commerceaccelerates the time to deploy a globaldigital solution that enhances customertrust, can flex in response to unexpectedevents, and supports business growth.PAYOFF 4to5%revenue growth inmature markets 8%revenue growth inemerging markets 20%cost to serveimprovements
X-VERTICALACCELERATORAgile CommerceTransforms the online B2B customerex perience, from lead acquisition throughconv ersion and nurturing, by enabling aflex ible, feature-rich commerce platform.Agile Commerce provides clients a globaltemplate to accelerate complexdeployments of an integrated solution,combining digital marketing andcommerce, to support complex productsand unique customer use cases.KEY FEATURES Multi-storefronts Accelerated ordering for simple & complexproducts supported through quick and bulk orders Customer catalogs and pricing Guided product selection Transactional commerce with payment integration Promotion engine to support integrated marketingcampaigns Localization, multi-currency & multi-language AI powered Chatbot & product recommendations Customer Insight Analytics Trusted and transparent seamless cross-channelcustomer experience Security by design and privacy by design Microservices integration with MulesoftPwCAgile Commerce empowers clients to reach higher digital maturity andincrease speed to market through a scalable platform enablinginnovations in the customer experience and business processesPROBLEMPERSPECTIVEToday’s B2B organizations must adoptand adapt digital to keep up with therapid pace of change and enableefficient ways to identify leads, targetmarketing campaigns, sell products,and nurture the customer throughouttheir engagement and journey. Thereare no accelerators in place to rapidlystand-up and scale a digitalecosystem.Clients need a way to rapidly deploy aglobal solution that supports scalabilityto add new products, storefronts, andfeatures with integrates to othersolutions, including back-officetechnologies. Agile Commerceaccelerates the time to deploy a globaldigital solution that enhances customertrust, can flex in response to unexpectedevents, and supports business growth.PAYOFF 4to5%revenue growth inmature markets 8%revenue growth inemerging markets 20%cost to serveimprovements
Ecommerce channels represent a significantopportunity to address shifting demand and maintaincustomer relationshipsUnlock bottled demand withineCommerce channelsAgile CommercePwC’s Agile Commerce methodology for Salesforce B2B Commerce Cloud enablement helpsbring to life a personalized, easy to use one-stop-shop for all of y our customers’ needs,from order management and delivery tracking to service requests and account management ona user-friendly customer portalKEY FUNCTIONALITY WE CAN ENABLE Multi-storefrontsAccelerated orderingCustomer catalogs and pricingGuided product selectionSPEED TOMARKETSpeed to Market inas little as 5 weeksCUSTOMIZEDUSEREXPERIENCECustomizationPwC Agile Commerce RapidStartenhances Agent Quick Order (Order on behalf of) Checkout Experience Desktop & MobileREUSABLECOMPONENTSEasy, lt to scale 4 to 5% 8% 20%revenue growthin maturemarketsrevenue growthin emergingmarketscost to serveimprovements14
Delight YourCustomersPersonalized, easy to use onestop-shop for all of y ourcustomers’ needs, from ordermanagement and delivery trackingto serv ice requests and accountmanagement on a user-friendlycustomer portalCAPABILITIES ENABLEDOrder ManagementProduct CatalogIncrease EfficiencyEnable streamlined features for orderplacement and broader self-servicefor the m ost common inquiriesDelight CustomersDisplay broader dashboard levelanalytics to enable customer visibility toperformance against contracts andincentive achievements.Personalized Campaigns/PromotionsMiranda ShoalsCustomerDigital Self Service“I want the most efficientway to do business withmy vendor partners,including full visibility toall contract terms andincentives so I canmaximize the power ofour agreement. ”Compelling ContentPwC Connected Digital Front OfficePwC Agile CommerceOmni-Channel ServiceKnowledge Base/FAQsRebate and Contract PerformanceDashboardGrow BusinessGain full control over your purchasingprocess with end-to-end visibility intoorders and delivery dates across allchannels and receive personalized AIbased product recommendationsEngage EmployeesPredictive OrderingUSER EXPERIENCEPersuasive experience designed tobe easy to learn, efficient to use andfocused on key customer activitiesincluding order management andsupport.Enable compelling content andproduct data that drives customers toharness the power of the digitalchannel15 1515
EmpowerYour ServiceTeamTransform y our sales reps’ex perience by delivering v aluableinsights to optimize fieldex ecution and customerengagement, to enable perfect instore ex ecution everytimeIncrease ProductivityLev erage data and customer insightsto allow customers to m aximize therebates and incentives as part of theirprim ary vendor agreements (PVAs)CAPABILITIES ENABLEDOrder ManagementCase ManagementAccount ManagementDelight CustomersEnable a unified view of customer datato allow my support teams to solv e dayto day customer inquiries.Contact (User) ManagementCaitlin PierceCustomer Service Associate“ I want a unified, 360view of customer data soI can have meaningful,proactive customerdialogue on our offeringsand the customer’sneeds”Purchasing HistoryPredictive Performance AnalyticsMulti Channel Customer SupportPwC Connected Digital Front OfficeEnable complementary products andsolution selling to broaden the productm ix to customers360 View of the CustomerSingle Solution for Service DeliveryAutomated Service Delivery - Chat botUSER EXPERIENCEPwC Agile CommerceGrow BusinessPersuasive experience designed tobe easy to learn, efficient to use andfocused on key customer activitiesincluding order management andsupport.Customer-centric view enables reps to beEngage Employeesproactive rather than reactive to customerw ants and needsEnable a streamlined way forcustom ers to access a “live person” toresolv e more complex issues16
lorem ipsumIncrease ProductivityLev erage data and customer insightsto allow customers to m aximize therebates and incentives as part of theirprim ary vendor agreements (PVAs)Guide YourMarketingCAPABILITIES ENABLEDlorem ipsumlorem ipsumlorem ipsumDelight CustomersEnable a unified view of customer datato allow my support teams to solv e dayto day customer inquiries.lorem ipsumLeonMarketing Manager“”lorem ipsumlorem ipsumlorem ipsumGrow BusinessEnable complementary products andsolution selling to broaden the productm ix to customerslorem ipsumlorem ipsumlorem ipsumUSER EXPERIENCEPwC Connected Digital Front OfficePwC Agile CommercePersuasive experience designed tobe easy to learn, efficient to use andfocused on key customer activitiesincluding order management andsupport.Customer-centric view enables reps to beEngage Employeesproactive rather than reactive to customerw ants and needsEnable a streamlined way forcustom ers to access a “live person” toresolv e more complex issues17
Transform y our sales reps’ex perience by delivering v aluableinsights to optimize fieldex ecution and customerengagement, to enable perfect,personalized execution everytimeXIncrease ProductivityLev erage data and customer insightsto allow customers to m aximize therebates and incentives as part of theirprim ary vendor agreements (PVAs)CAPABILITIES ENABLEDOrder ManagementCase ManagementAccount ManagementDelight CustomersEnable a unified view of customer datato allow my support teams to solv e dayto day customer inquiries.Contact (User) ManagementGeoff PattersonAgile Commerce Administrator“I want a unified, 360view of customer data soI can have meaningful,proactive customerdialogue on our productportfolio and solutionofferings”Purchasing HistoryPredictive Performance AnalyticsMulti Channel Customer SupportPwC Agile CommerceEnable complementary products andsolution selling to broaden the productm ix to customers360 View of the CustomerOmni-Channel Service DeliveryAutomated Service Delivery - Chat botUSER EXPERIENCEPwC Connected Digital Front OfficeGrow BusinessMobile first experience designed tomaximize the SalesRepresentative’s time in the fieldCustomer-centric view enables reps to beEngage Employeesproactive rather than reactive to customerw ants and needsEnable a streamlined way forcustom ers to access a “live person” toresolv e more complex issues18
cpgCAPABILITIES ENABLEDAgile CommercePowered bySalesforce Commerce CloudSALESFORCE LIGHTNING PLATFORMSALESFORCE B2B COMMERCEPwC’S AGILE COMMERCEAccount & Contact ManagementSalesforce B2B Commerce Data ModelPromotion EngineLead & Opportunity ManagementProduct Entitlement ManagementComplex Products & PricingJourney BuilderCommunitiesAI-Driven Product RecommendationsEmail StudioOrder ManagementEnhanced Effective AccountsCase & Know ledge ManagementPayment ProcessesCollaborative FavoritesOmni-Channel RoutingStorefrontsAdvanced Cart & Check-outService Process AutomationShopping Cart CreationEnhanced Order Placement (Chat, Bulk)ChatterCheckout ExperienceRebate Management DashboardsREST and SOAP APIsPromotion ManagementDistributor Channel EnablementStandard Reports & DashboardsMarketing Cloud IntegrationIntegration Templates (Mulesoft)CRM capabilities enabled by core Salesforce Cloudsspanning Marketing, Sales, Service, Commerce andEinsteinPwCCompanies moving to / upgrading to a new Commerceportal are enabled by leading practice businessprocesses and data modelModular design means that features can bepackaged and tailored to meet the unique needs ofusers19
IllustrativeAgile Commerce ArchitectureMediatedIntegrationsInternal UsersDirect AccessERPCSRsOperationsVoice/ IVRProduct t / ChatBotIndirect AccessPortal ubmissionKnowledgeManagementChatEnablementPrice LeadershipInventoryAssetManagementAlerts &NotificationsFulfilment /ShippingWorkOrdersPwC ProductRecommendationsOperational Reports & DashboardsProcurementSystems /Punch OutHeadlessCommerceEDIPwC Agile CommerceGoogle AddressValidationUser SecurityDirect IntegrationsMarketing CloudCPQEinstein AnalyticsPricing LeadershipTBDEmail ExchangeIVR / TelephonyTBD20
DemoPwC21
Considerations for Today’s Demo1Our demo uses images /products available in publicdomain to showcasecapabilities, features, andfunctionalityPwC Agile Commerce23The demo storefronts’ productsets do not intend tocommunicate any relationship- previous, current, or future with any specific company orbrand.The demo storefronts aremeant to show cross-industryapplicability of the solution22
Agile Commerce PersonasCustomerPortal UserPwC Agile CommerceCustomerService AgentMarketingManagerAgile CommerceAdministratorAgile Commerceenables functionalityacross targetedpersonas,concentrating moston our customerportal user providing them withan empoweringdigital experience23
Our Agile Commerce Portal UserLet’s meet MirandaMiranda started a new position in procurement and planning in her family’s business,Shoals CAT, one of the largest heavy equipment sales and service networks in her areaWe’ll see Miranda authenticate in the system find products via browsing, searching, & recommendations build out her cart via multiple means configure her order for optimal submissionWe’ll see how Miranda’s experience is personalized Miranda will discover incentives along the way through a preferred pricing tier,automatic cart discounts, and manually-applied couponsAfter order placement, we’ll see Miranda review her orders and invoices submit an inquiry to customer service.and she can do this all from her desktop or mobile device.PwC24
EngagementsPwC25
Key Learnings from our B2B Commerce ion-FirstCrawl, Walk and Run(MVP to Full Suite)Align B2B UI templateswith UX DesignLegacy ArchitectureAlignmentUnify Customer Experience AcrossChannelsThoughtful User Experience andBranding (B2B vs. B2C)Balance Customization vs. OOTBFunctionalityChange ManagementInternal and External AcceptanceResponsive DesignKnow your Master DataProducts, Pricing, Account Structuresetc.PwC Agile Commerce26
Project Execution AssetsPLAYBOOKSPlaybooks for Visual Design,Configuration, Development,Integrations, and StorefrontSetupPwC Agile CommercePERSONAS & USER JOURNEYPersona and User Journeys forCustomers, Service Agents,Sales Reps, Administrators,Marketing, and ExecutivesUSER STORIESOver 450 User Stories withdetailed Acceptance Criteriaacross more than 100 EpicsTEST CASESTest Cases with detailed Stepsfor desktop and mobileexperiences27
Agile Commerce vs. “Typical” B2B Commerce Client EngagementTypical B2B CommerceEngagement1.2.3.4.5.6.7.8.9.Complex Products and PricingEnhanced Effective AccountsAdvanced Cart and Check-out12 Integrations (WebMethods)Enhanced Portal UIProduct AvailabilityReal-time Inventory checkReal-time shipment trackingOrder Consolidation32 WeeksPwC Agile CommerceAgile Commerce1.2.3.4.5.6.7.8.Promotion and Offer EngineAI-Driven Product RecommendationsAgent Quick Order (Order on behalf of)Complex Products and PricingEnhanced Effective AccountsCollaborative FavoritesAdvanced Cart and Check-outEnhanced Order Placement (Chat,Bulk)9. Rebate Management Dashboards10. B2B Commerce Integration Templates(Mulesoft)11. Enhanced Portal UI12-16 WeeksAgile Commerce Rapid Start1. Storefronts2. Branding and Logos3. Account and Contact Management4. User Authentication5. Product Catalogs6. Featured and Spotlight Products7. Favorites8. Tiered Pricing9. Order Management10. Shopping Cart and Checkout11. P.O. Payment Process12. Case Management4 weeks28
IllustrativeAgile Commerce Implementation1We e k2REQ. DEFINITIONPlanningSESSIONS3 456Sprint Plan with User Stories & Acceptance CriteriaPersona Definitions & High-Level User JourneysHigh Level Architecture and DesignEstablish Governance Model & Communication CadenceREQUIREMENTS SIGNOFF7 891011121314SPRINT 1161718Deployment Plan with Environment DesignTesting Plan with Devices & Browsers DefinedRACI Matrix & Sign-Off Responsibility DefinitionConfigrm Project Execution ToolsITERATIVE DESIGN & DEVELOPMENT SPRINTSApplicationDevelopment15SPRINT 2SPRINT 3SPRINT 4 App. Functional ConfigurationApp. UI DesignUnit TestingApp Iteration Reviews & Sign-Off Full Mock Data PopulationError ReportDEVELOPMENT SIGN-OFFDATA DEFINITION AND INTEGRATIONDataW orkstreamSOURCE DATAIDENTIFICATION SIT & UATTesting CustomerOutreach &Training Identification ofPayment Methods andSolutionsIdentification of FullData SetsDigital Assets forProducts, Categories,PromotionsData DefinitionsData Keys Payment Method EnablementData Migration PlanningData & Interface Mapping and DevelopmentIterative Data LoadsFULL MOCK DATAPOPULATION2BUILD & VALIDATE DATA & INTEGRATION PROCESSESUAT Org DeploymentData PopulationE2E TestingDetailed PaymentProcessing Testing UAT - ClientSYSTEM TESTING Confirmation of Full Data SetsDigital Assets for Products,Categories, PromotionsUSER TESTINGTESTING SIGN-OFFTRAINING CONTENT PREPCUSTOMERCOMMUNICATIONCUSTOMERCOMMUNICATION Deployment &Go-Live DATA SIGN-OFFUSER TRAINING Internal UsersCustomer UsersProduction DeploymentFinal Population of Full Data SetsFinal Digital Assets for Products, Categories, PromotionsProduction Smoke Testing - ClientPortal User (Customers) EnablementGO-LIVEOwned by ClientPwC Agile Commerce29
IllustrativeAgile Commerce ImplementationGovernanceClient SteeringCom mittee Provide overall leadership and project governanceApprove key recommendationsReview and approve resource and funding requestsIdentify imperatives and desired outcomesServe as an escalation point on issues and riskProvide strategic vision and directionPw C ProjectLeadership Support overall engagement quality and deliverySenior stakeholder relationship managementProvide industry and domain knowledgeProvide day-to-day leadership and directionAddress project issues and risks Partner with the PwC PM Co-Lead to provide day-to-day leadership anddirectionServe as primary Client point of contactClient PMCo-Lead Partner with the Client PM Co-Lead to provide day-to-day leadership anddirection Monitor progress (deliverables, timeline, etc.) and take timely correctivemeasures Serve as primary PwC point of contactClient WorkstreamTeam Pw C WorkstreamTeam Client SMAs Develop requirements, design, & testing deliverablesSchedule and manage interviews / workshopsBuild Salesforce solution in test environment and deployment of solution toproductionProvide input on all project deliverablesHelp address project issues and risksEngage PwC advisors and other resourcesConnect with Client subject matter advisors as neededProvide Client subject matter expertise on business processes and broaderClient SFDC environment and service center as needed by the workstreamCosts: XXX,XXXPwC Project LeadershipProject TeamProject Manager Co-Lead Pw C OnshoreCo-LeadClient Steering CommitteeFunctional WorkstreamSMAResourcesProject Manager Co-LeadData WorkstreamProduct OwnerOnshore FunctionalLeadMIddleware SMAOnshore TechnicalLeadEnterprise & SolutionArchitectOffshore Developer 1Source System(s)SMA(s)Offshore DataDeveloper 1Business AnalystsOffshore Developer 2Business AnalystsOffshore DataDeveloper 2Process AnalystOffshore UIDeveloperProcess AnalystOffshore DataTester 1Sales AnalystOffshoreTesterOffshore DataTester 2ChangeManagementUX/UIDesignerTrainingDevelopment &DeliveryContent ManagerClient ResourcePwC Agile CommerceSalesforceCertifiedTechnicalArchitectPwC Resource30
Real ResultsPwC31
Value Delivered. Customer Relationships Earned.5000 100 SUCCESSSTORIESFront Office Transformation engagementsdelivered by our global team of 250,000 professionals16%CXPremiumPwC Agile CommerceCustomer ExperienceDelight yourcustomers5%ProfitableGrowth28 PRODUCTS &ACCELERATORSProducts & Accelerators developed withhuman centered design, deep industryknowledge, and extensive CRM andDigital platform experienceGrowthUnlock growthand vation Awards from Analysts andleading technology platform providers forexcellence demonstrated in Front OfficeTransformationWorker ProductivityAutomate andstreamline work100% Build solutionsEmployee EngagementUserAdoptionpeople love32
Comprehensive Go-To-Market Transformationfunded through successful B2B CommerceFrito-Lay recognized the increasing rate ofdisruption in their industry and engagedPwC to completely transform their go -tomarket model.In under 10 months time, PwC delivered asuite of transformative solutions including anew B2B eCommerce portal, a newscheduling solution for Delivery, Orderingand Merchandising personnel and a salesand contract management platform toquickly deliver value to FLNA.Strategy & VisionDesign & PilotLaunch & RefineTransform all aspects of theGo-To-Market model tostreamline operations andprovide flexibility during anexpected long period ofindustry disruption.Emphasized userinput/experience and agilew ays of working to rapidlydeploy valuable capabilitiesto end users. Pilots w eredone throughout theprogram to get userfeedback to guide priorities.Success of the B2B CommerceStaggered deployment of allsolutions to the field to capture program funded the rest of thelessons learned and accelerate program by eliminating revenueshare, increasing volume andfuture releases. B2Bbasket size, and reduc
Agile Commerce is a global template to accelerate delivering customer engagement through the digital channel by focusing on digital marketing, ecommerce, and self-service capabilities for complex product and service . Digit
