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November 6, 2019

Infosys Agile Planner - A NexGen agile based software building platform

Agile Planning: Challenges

In this era of competitions and innovations in the world of software development, there is a continuous pressure of delivering high quality solutions/ products which can be deployed speedily, are of low cost and flexible to absorb the dynamic needs of the end user fraternity. While the advent of the Agile Methodology seemed to address these demands, it brought in a need for structuring, planning, controlling and managing the project in an agile manner. If this was not enough, the agile ways of working necessitated a demand for dynamic collaboration and communication mechanisms further tightening the pressure of managing all these aspects within a single agile management tool.

Continue reading "Infosys Agile Planner - A NexGen agile based software building platform" »

October 29, 2019

Dreamforce 2019 - What can we expect this year ?

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Dreamforce is one of the most talked technology events and a magical gathering that invites more than 100,000 professionals all over the world. The entire Moscone Center becomes a Disneyland for Salesforce Enthusiasts with Music, Monks and Marketing of Salesforce products happening around them.  This year, most of us were able to get a sneak peek on what is going to happen at Dreamforce this year with a series of talk shows called "Road to Dreamforce 2019" that went live every Tuesday starting on September 3rd 2019. Watching this series every week, I was thinking of writing a blog on what can Salesforce professionals in IT companies like Infosys, benefit from attending this event this year and what key notes sessions to focus on to plan our Calendar accordingly.

Dreamforce for Sales Cloud Professionals:

If you are planning to attend the key note sessions around Sales Cloud features, then you can expect the below topics focused to enable our customers to win deals better:

·     Salesforce Maps for Field Sales - All the partners have already attended the webinar on Salesforce Maps which is released this year. At dreamforce, we can have detailed sessions on how this can be leveraged to offer better selling experience to our customers.

·      Enhancement in Salesforce CPQ / Billing Features - Most of our customers always face problems in their billing engine which is going to be simplified and enhanced this year with newer and upgraded features to be announced at Dreamforce.

Dreamforce for Service Cloud Professionals:

Some of the key topics to focus around Service area includes:

·      New Digital channels to be integrated with Service Cloud for enhancement of Self Service Portal

·      Empathy factor as a feature to play a great deal for Field Service Agents and Contact Center organization.

·      Build Sites and Portals faster with the New Lightning Components using Community Cloud. With Salesforce partnering with Automattic this year, we can expect a lot of enhanced features at Community Cloud Digital Experience Key note session this year at Dreamforce.

Dreamforce for Marketing & Commerce Cloud Professionals:

I felt that Marketing cloud, Pardot and Commerce cloud team will play a huge role at this edition of dreamforce with some of the exciting key note sessions including:

·     Salesforce - Google Strategic Partnership for marketing - G Suite integrated with Salesforce for 360 degree marketing needs is going to simplify the ROI measurement of marketing efforts faster than any technology offering can do globally.

·     Journey builder Is getting a brand new upgrade and it is important to attend the Demo at dreamforce.

·     Product bundling feature with Einstein will be a great add on to the Pardot / SFMC offering

·     Interesting Use Case Demo - How Metallica band uses Commerce Cloud for online sales.

Dreamforce for IT professionals aka Technology Innovators

Apart from the above solution based key note sessions, Salesforce has a routine practice to set up a dedicated playground for IT professionals namely "Dreamforce for IT - Drive your Business Partner" which I am sure will be the place to be for Infoscions to get the scoop on all the networking and learning opportunities. This year, Salesforce have made sure that the relationship factor with IT companies will be directly proportional to the number of technology innovators that they groom in-house, with the support of their internal and external stakeholders, to increase the business value. Hence, we can look out for a lot of full force and innovative solutions from various competitors across the globe. This year at dreamforce, participants can see the shift of IT companies from just being a service enabler to a Technology enabler and how they are encouraging their Salesforce practice to embrace the technology for innovation. Salesforce has also made it clear that their customer SPOC, not just includes CIO or members of CIO office but also CTO (Chief Technology Officer), CDO (Chief Digital Officer) and CMO (Chief Marketing Officer) who also sit in the office of CIO these days and embrace technology for their business needs. Hence, Salesforce believes that their IT partners as Technology Innovators can increase the demand for Salesforce in the market with such sessions. Salesforce also encourages their customer to establish a co-working relationship with their IT partners to drive their technology driven business in real time. Salesforce has also worked on an enterprise application and tested on Heroku for IT security needs of customers and will be needing IT partner support to enable their vison on Cyber Security and other security related needs of their customers. Above all, Mulesoft sessions will also be importance to IT players who are enabling digital transformation projects for their customers. Indeed, there is an increasing demand for OOB integration services to connect different platforms used by the customers in their IT transformation journey.

Infosys on the playing ground:

As a technology innovator and platinum Salesforce Partner ourselves, Infosys will be presenting on some of the Solution Innovation POCs /POVs that we have created with  the Salesforce Platform enabling our customers to perform better. Few notable ones are:

·         Auto-remarketing Solution

·         Efficient 360

·         Provider Experience

·         Channel Partner Management Solution

·         Customer Advocacy 2.0

·         Lightning Experience Solution

·         Agile Planner

·         Agile Pro

·         CRM Broadcast

Dreamforce for AI enthusiasts

There will definitely be Einstein AI feature releases  across all the cloud solutions that we have to watch out for that can help build use cases instantly for our clients.

 "Every great AI project starts with great use case", recalls Salesforce AI experts.

For IT professionals, Salesforce has bucketed Einstein sessions into 2 categories:

·     Building Smart Apps with AI enabling Business Visions using Einstein NLP / Translations & Voice Capabilities

·     Customizing Salesforce with Einstein AI which will talk about predictions & recommendations features that can be created and embedding within Salesforce Cloud Solutions

Einstein sessions will be held at Moscone West Zone with 3 floors worth of demos and hands on sessions on Einstein AI.

·         1st floor - Trailblazer Zone

·         2nd Floor - Einstein Platform Zone

·         3rd Floor -  Einstein AI summit

If we have any questions or sessions or demos to be arranged at dreamforce we can tweet the request with a hashtag #NowYouKnowAI

Other Interesting events: Apart from the above technical events, following are some of the interesting events to watch out for at Dreamforce:

·     Pardot puppies - All the Pet Lovers can visit the Pardot Puppies store to adopt the rescued puppies at Dreamforce

·     Mindfulness - On the last day of dreamforce there will be a session on Yoga / Mindfulness / Stress Management for the attendees with a popular figure driving the same.

·     Musical evening - As a routine practice, dreamforce will have a famous band at Dreamforce 2019 Concert.


For travelers to dreamforce, I hope this article will help you make a proper Calendar plan and coverage at dreamforce. For non-travelers to dreamforce, hope you are updated on what will be happening at Dreamforce this year.

Cheers and happy Dreamforcing!

#Dreamforce #RoadtoDF19 #Infosys #NavigateYourNext



October 23, 2019

Smart Targeting and Marketing Solution for Auto Finance

Traditionally, Automobile manufacturers have been focused on production processes, manufacturing and supply chain management. The focus of selling cars has been customer demand and dealer relationships to manage the process of selling vehicles and maintaining them post-sale.

 

As per Cox Automotive's 2018 Used Car Market Report and Outlook, new and used vehicle sales are expected to take different paths moving forward. New vehicle sales are expected to dip, while used vehicle sales will rise. With lots of off-lease vehicles returning to the market, the used car sale market will create a lot of opportunities for companies and dealers. To effectively capitalize these opportunities, the Captive Auto Finance needs to overcome the key process challenges such as:

 

  • Inefficient Grounding Process
  • Inaccurate negotiated and Bid price
  • No end to end digital traceability of inspection data
  • Additional Cost for 3rd Party Auctioneers
  • No Market Visibility or Feedback

Challenges - Auto Industry.png

These challenges have made the Auto Re-Marketing Process is Inefficient and Costly causing large delays on the Average Vehicle Turn in.


To address these challenges, we feel there is a need to build a robust digital platform that enables our Auto-manufacturing customers to explore the human-centric aspect of the buyer-seller relationship. We envision designing a business model that enables the Captive Auto Finance to directly connect with Dealers and eliminate 3rd party auction costs and shift sales earlier in the cycle. Infosys Auto Re-Marketing Platform, our first Industry Solution has been designed for the Auto manufacturer to manage their inventory and effectively market and sell directly to the dealers eliminating the need for third-party auction and inspection teams. This platform provides the capability for:

 

  • Unified Customer Experience - There is a need to build an intuitive customer experience across multiple channels accessible to purchase and deliver vehicles from the current inventory
  • Pre-built auction process - The pivot of the used car sales is a simplified auction process where the end customer can post a bid for the dealer on B2B Commerce platform
  • Customer Insights - One of the most important components of customer experience is to feed the insights from the market into the campaign management process
  • Predictive intelligence - The data analysis provides the backbone for customized campaigns and price predictions through Einstein across the value chain

 

Infosys Auto-Remarketing has been aligned to Salesforce's Value Proposition which adds Cost as well as revenue benefits to the Auto manufacture's ecosystem:

 

Cost benefits:

 

  • Reduce Professional Inspection Fees
  • Reduce Inventory Carry Costs
  • Reduce Repair Transportation Costs
  • Reduce 3rd-party On-line Store Fees by Moving OEM Dealer Sales to OEM Online Store
  • Reduce Auction Fees by Moving Some Non-OEM Dealer Sales to Online Store

 

 

Revenue benefits

 

  • Increase Vehicle Prices by Shifting Sales From Online Store to GD
  • Accelerate Revenue Recognition - 20% more Sales on Auction
  • Increase Vehicle Prices by Shifting Sales - Online Auction to Store

Auto Re-Marketing Value Add.png

October 3, 2019

Servitization/ Asset Monetization - Manufacturing Industry Business Transforming Models

In the past few years, customer service concepts and strategies have penetrated every industry segment. While some industries have touched the surface of this vast area some have gone ahead to invent innovative stratagems to engage customers, bring home the laurels of repeat business and record breaking NPS. Manufacturing industries including industrial machine manufacturers, automotive and chemical sectors are also investing heavily to stay competitive and provide proactive integrated and omnipresent customer service. In the recent years, taking a step forward in the 'Game of Service', Manufacturing organizations started maneuvering product centric services as a differentiating factor in the market. This mantra popularly known as 'Servitization' slowly became the key business model for Manufacturers looking at bringing revenue as a part of their service operations. 

Continue reading "Servitization/ Asset Monetization - Manufacturing Industry Business Transforming Models" »

September 28, 2019

Fighting Opioid Crisis through Infosys CarePlus 2.0 - Infosys@AHIP

This year at AHIP, the Infosys Team had an interesting problem statement to ideate, discuss and solve - How do we fight this impeding Opioid Crisis with a Digital Platform?

Fighting Opioid Crisis - CarePlus2.0_AHIP.png

Why is Opioid Crisis critical today?

The direction for this discussion was set by our own Healthcare Consulting Head, Amit Shukla, who has more than 20+ years of experience building digital solutions for many of the health care payers. Amit shared his perspective on the impact of the opioid crisis on the current health care ecosystem and the social determinants affecting the patients. The opioid crisis has put a strain on the existing fragile community support for transportation, healthy food, and clinical support, especially in rural areas.

Can we leverage the best of the design and technology to build a scalable, interoperable and personalized platform which can enable

·         Personalized customer experience which will enable the care management team, provider network and member

·         Pre-built care management process

·         Derive actionable insights from the 360-degree view of the member's data and provide proactive interventions

What are the practical challenges for the providers and the extended care management team?

Dr. Sudhakar Rajamoney with 15+ years of experience as a chronic pain specialist and treating patients with opioid abuse added an interesting perspective and set the tone for the discussion. Some of the key points highlighted by Dr. Sudhakar:

·         The subjectivity of pain scale and the opioids prescribed - The pain scale defined from 0-10 is very subjective to the member's capacity to manage pain. Using this scale to provide opioid is not the right approach

·         Practical interventions - There have been cases where the patient's activity has been tracked by the number of steps. The physician can assess the need for opioids based on their level of physical activity 

·         Physician's dilemma - Especially away from the metros in the rural areas, the physicians have very low exposure and training in treating opioid abuse. The idea is to find the effective care pathway that is personalized for the individual

How do we gear up to fight the opioid crisis?

Infosys team has designed a digital platform on Salesforce to fight this opioid crisis. Infosys CarePlus 2.0 is a preventive, care platform that is provided as-a-service on the Force.com platform. It enables the physicians to connect and collaborate better with members and their care management network by providing a 360-degree view of every member. It focusses on:

 

·         Human-centric design - Employs intent-driven design which can aid in providing the key actions and components for a physician/ care manager to effectively connect and collaborate

·         Connected ecosystem - Complemented with an ecosystem that can support vertical integration (focus on care for multiple disease conditions) and horizontal integration (connecting multiple stakeholders across the payer, patients, and providers).

·         Opioid Management with Streamlined tracking Opioid intake, MME Score, Opioid Risk Score, PEG score

·         Provides Inbuilt analytics platform for insights on member data and proactive interventions for the provider

 

More information on the CarePlus 2.0 can be found below:

 https://www.infosys.com/services/salesforce/offerings/Pages/infosys-careplus.aspx

Fighting Opioid Crisis...through Infosys CarePlus

September 26, 2019

Designing a Digital Provider Network Management Platform for the Future...

As health care is gearing up for the next phase of the digital wave, the definition of the "provider" has been changing and extends beyond physicians, clinicians, and health professionals. The idea of social care network including nurse practitioners, social workers, pain /addiction counselors, and other local community organizations are getting included in the Provider networks. 

 

The role of non-traditional providers continues to grow within the health care system to address the patient's underlying social determinants of health such as housing, access to nutritious meals, employment and support. The provider data management has been focused on traditional episodic care, but the industry's shift towards value-based care has changed the definition and added new provider data challenges. Inaccurate data on the provider puts millions of patients at risk costing billions of dollars.

Digital Provider Experience Platform.png


Why do we need a digital provider network management Platform?

 

  • Accurate Provider Data for better Patient Care - Health plans and payer organizations are unable to collect and evaluate provider information across the university, local authorities and provider directories. Further, the lack of reliable sources and no standardized "standard source of truth".
  • Reduce the call volumes and administration costs - A claim processing with missing or inaccurate provider data causes payment processing failures or denials, this results in multiple calls to the provider support and health plan outreach to providers to gather and validate the information.
  • Provider a transparent and simplified process - By providing a transparent and simplified process - the response time gets shorter to whether the provider can even join the network, frustration can be reduced dramatically

 

What are the key challenges to address in this space?

 

  • Out of Date / Inaccurate Provider Info. - There is no accountability to provide clean and accurate data to the payer ecosystems. Invalid/incorrect provider contact information is detrimental to a member's access to care. 
  • Largely manual process and delayed process - Enrollment is scarcely automated, causing multiple interventions and a large amount of waiting time. There is a need for a transparent and simplified process.
  • Regulatory Risks - The regulatory and policy initiatives have increased provider data challenges causing CMS penalties and fines

 

How can we build a next-gen platform for Provider Network Management?

 

Platform design vision is to build a unified platform for provider network management which focuses on the following:

 

  1. Provider enrollment - Simplified personalized user experience leveraging intent-driven design for provider enrollment and personalized experience built on SF community cloud
  2. Provider Credentialing - Credentialing process should be the first line of defense to onboard a provider, but in reality, this process is cumbersome. The idea is to build a digital ledger that can onboard third parties and collates information. The digital platform will leverage SF blockchain for the credentialing process
  3. Provider Contracting - The contracting process should be streamlined leveraging Vlocity Health 
  4. Provider Onboarding and support - The onboarding is crucial and the most ignored part of the lifecycle, we would be leveraging content management for provider onboarding and self-service

 

Further Reading and References:

Defining the Provider Data Dilemma - CAQH

September 24, 2019

Automation possibility in Sales and Provisioning (revolutionizing bot's entry)

Bots are extensively being used in Services today. Automation in the field of sales and provisioning seems to be much sought after thing as well. In rather complex telecom business process of Sales and Provisioning (OM) cycle, endless possibilities exist with Bot in streamlining some of the standard processes around Order configuration/New Asset creation and MACD; realizing business benefits like improved customer interaction, automation and selling.

Continue reading "Automation possibility in Sales and Provisioning (revolutionizing bot's entry)" »

Infosys @ AHIP - Day 1

If there is one word to describe today - it would be "energy" - Today it was a great day of energized - learning for Team Infosys along with many of our customers in the payer and provider space. In Washington DC, the team was all set to learn, discuss and share their learnings on trends impacting the transformation of the health care ecosystem and effectively removing the barriers between payers, providers and the patients through technology.

 

What are we doing here at AHIP?

 

Infosys is a silver sponsor at AHIP focused on digital platforms helping our payers and providers effectively collaborate and add value to patients. Our focus would be to fight the opioid crisis through prevention, de-risking, and rehabilitation of patients. Infosys CarePlus Platform built on Salesforce.com would be relaunched and expanded to cover specialized care, chronic disease conditions and provider network management. (https://www.infosys.com/services/salesforce/offerings/Pages/infosys-careplus.aspx)


Infosys at AHIP - Day 1.png


What did we learn today?

 

  • Wellness transformation - There are quite a lot of discussion around wellness programs for employees and multiple solutions focusing on employee wellness
  • Provider Network management - In today's world, the risk shift to the provider ecosystem has enabled quite a lot of innovation in the provider network space. Also, there were many requests on predictive analytics and process improvements in on-boarding, contracting, payments and digital credentialing
  • Value-based insurance design model (VBID) 2020 - It is good to see Health care innovation across value-based insurance by condition, rewards and incentives, telehealth networks (impact of 5G) and Wellness and Health care planning
  • Whole Persona Care - Today's world of care works on getting the best of standardizing care and localization on the specific community where the patient resides. There is a push for home visits and personalized care in the community
  • Conversation on Prescription Drugs - The whole discussion was on pricing prescription drugs - the right cost is determined by the intersection of cost of innovation, government push and key social determinants of the drug.


Looking forward to the next few days of learning and productive discussions.

September 16, 2019

How engaged is your indirect channel?

Over the last few years, the channel sales role has gained importance with over grown array of products and services, changing customer preferences, demands of service based sales, digitized business models and zoomed revenue targets. A glance through their journey manifests their evolution from being a Value-Added Reseller to be an Original Equipment Manufacturer (OEM), Distributor, Independent Software Vendor (ISV) and System Integrator (SI). In fact, with this progression, today, their contribution in gross sales improvement across industry verticals especially Telecom and Manufacturing is significant. In alignment with this growth trajectory, the process of handling the Channel Partner activities has also evolved from on paper based registration and tracking to excel based monitoring to solutions providing online management of all Partner Management activities. Well the progression hasn't been enough!

Continue reading "How engaged is your indirect channel? " »

September 10, 2019

Salesforce CPQ Order types - An Introduction


While leveraging Salesforce and CPQ apps for an eCommerce kind of order capture and fulfillment journey, we often come across several concepts which a typical Salesforce sales cloud or service cloud consultants and developers might not be very comfortable with, I have seen several CPQ implementation projects involve a deeper learning and understanding of the sub-domain itself.  This article attempts to introduce some of the basic definitions in the order management world, which one has to be aware of!  This will help in solution-zing and executing a CPQ oriented projects.

                                                         

Types of Orders

 

ADD ORDER -

ADD Order or Install Order is mostly referred to as a New Provide that means a fresh new order for a customer. Add Order is also sometimes referred to as an order in which a new product is added to the existing subscription of a customer. 

 

MODIFY ORDER -

     As the name suggests MODIFY order / CHANGE order is an order created in system when there is any change with respect to quantity, no of users, no of licenses, bandwidth, volume limits or any other technical / commercial attributes in a product under an existing subscription. 

 

IN-FLIGHT ORDER -

This is not exactly an order but a process, which allows the Agents to make changes in the ongoing order (of any type - ADD / CEASE / Modify) which has passed the point of no return in the E2E order fulfillment journey but not yet activated. 

 

CANCEL ORDER -

Cancellation is a process of cancelling an ongoing order before the Point of No-Return.  (E.g. User has placed an Order for Broadband connection and the Communication provider has just started Feasibility check while the End customer requests to CANCEL his/her order).

 

CEASE ORDER -

Cease orders are used to cease (stop / terminate) the existing active subscription of a customer when the customer decides to discontinue an active service. 

 

SUSPEND ORDER -

Suspension as the term indicates is a temporary disconnection associated with Start/End date with the suspension reason. Suspension can be due to non-payment of bills/invoices or End customer is temporarily out of station and hence requested to keep the Asset (or even an on-going order) under Suspension with future resumption date.

 

CANCEL CEASE ORDER -

Cancellation is a process of cancelling an ongoing CEASE order before the Point of No-Return. (E.g. End customer requested a Termination of his Asset however before the termination could be completed, End customer has requested to keep the Connection / product intact and not to terminate/cease).

 

MOVE ORDER -

      Move order is the process of moving the subscriptions/services to a different or same Installation Address. However, the account (customer) is the same, which means you are moving the services to a different installation address for the same customer. 

 

TAKEOVER ORDER -

Takeover is the process of moving the subscriptions/services a customer (Account: Source) has to some other customer (other Account: target). Thus, the subscriptions and service are taken over. Each customer is associated with a number of Billing Accounts. Hence, there is Billing Account change as well (when Customer is changed).

E.g., Takeover orders are administration orders that are initiated when the customer wants to change the Account of an active subscription. For Example, today I am staying in Paris 31/802 on rent and tomorrow Mr. X replaces me now in order to get the name changed on the bill/system and the linked billing account, I will inform the service provider that Mr. X has taken over my subscription.  In such a case, a takeover order will be initiated in the system by an advisor where he/she will change the customer account and the billing account of an active subscription. If the new customer account does not exist, it shall be created prior initiation of the takeover.

 

INVOICE SWITCH -

Invoice switch is a process of only changing the Billing Account (Consider an Enterprise Customer having multiple billing accounts) of the Subscriptions/Services keeping the Account/Customer same.

For Ex, if company decides to pay my bill, I will ask for an Invoice Switch to the company billing account J. In this case the subscription is still registered on my name but the bill is paid by another customer i.e. Infosys.

 

     Apart from above basic definitions, kindly note below processes / activities are quintessential aspects while dealing with any kind of Orders.

 

1.      Technical Intervention involved for these orders.

2.      Onsite Visit involved.

3.      Behavior of promotions for these orders.

4.      Impact on the bill.

5.    Level of access for these orders. (Not everyone can initiate every kind of order in system. This becomes an important aspect when designing the security model in CRM) 

 

       Dear readers, plz share any advanced order types you might have seen in your engagements. Thanks for knowledge sharing.


The latest news I heard was coming Feb 2020, Salesforce is making Integrated order management system GA ...  

 

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