PRIVATE AND CONFIDENTIAL © Bombardier Inc. or its subsidiaries. All rights reserved. Corporate Function Transformation The Bombardier Human Resources journey with Salesforce Event:Customer Company Tour Presenter: Janet Huckvale Ref: 130615 Date:02 July 2013
Salesforce for the Enterprise
Nov 18, 2014
Experience first hand from Bombardier Transportation how they globally transformed and standardised their HR corporate services for 35,000 employes and reduced the operating costs by 25%, while improving knowledge management and introducing real time dashboards, using the Service Cloud.
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Corporate Function Transformation The Bombardier Human Resources journey with Salesforce
Event:Customer Company Tour Presenter: Janet Huckvale Ref: 130615 Date:02 July 2013
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Bombardier Transportation: Stepping Ahead in Smart Mobility
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§ 36,000 employees § 26 countries § 80 major sites § 3 continents
§ Diverse business § Independent operations § High local regulation § Project based
§ Cost –optimised products § Diverse business
§ Requires flexible, cost-optimised internal services
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Our HR Challenge
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§ Standard processes
§ Common systems
§ Transaction approvals
§ Report on service delivery
§ Direct Access
§ Controlled content
§ Reduced cost
Our strategy
§ Centralise transactional services into major hubs § Provide transparent, common processes and systems § Enable local control of the input to / output from transactional hubs
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We delivered
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Common processes/ systems infrastructure Transaction processing in 3 centres § Romania § Mexico § India
One stop shop : >30,000 information searches and 12,000 service requests a month. >25% increase in service volumes to transactional hubs > 5,000 documents controlled
€k
Business case Achieved
Project 9.238 7.818
Payback year
2014 2013
Operation run rate
-33% -25%
7 yr Ops saving
21.976
22.886
7 yr total 14.788 17.117
25% cost reduction to save €23m and full ROI in 2 years. Continuous process improvements + 5% pa eg New Hire Documents €50k
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Salesforce – the key enabler
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Transaction Processing
Collaboration Escalations
SLAs Validation
Workflow
Process queues
Knowledge
Reporting
Manage Documents
Comms
Following 30+ BT processes
To support 30+ country regulations
For 6 Divisions
Engaging users by role
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Why Salesforce? § .
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Buying Criteria Position/ 5 shortlist
Functional Requirements
=1
Role management 2
Service Requests 2
Workflow 1
Integration to core systems
1
Telephony 1
Documentation & Records
1
Archiving =1
Reporting 1
IS requirements 1
Cost:Implement license & support
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With hindsight … what made a difference? Service management features
Email to case, customer portal, case management and reporting.
Cost of ownership SF partner consultant for 12 weeks then just license/support fees. Implementation and configuration of other options were high and cost of change with other workflow/ case management systems were significant.
Ease of implementation
16 weeks from contract signature to go live with email to case; single sign on for core users; master data interface with SAP. Later added interface to save documents from SF to employee electronic files in Imagemaster
Ease of maintenance Simple to use – low level of user training; easy to find errors and correct them; no need for IS support; no upgrade management.
Single product – no apps
Full implementation dithout additional applications – no requirement for multiple contracts, DP/Security and works council negotiations.
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Implementation Timeline
Timeline Actions Users Q4 2010 Spend approved; ITTs; vendor selection and contract 0 Q1 2011 Configure, test, UAT workflow per process/ topic. Implement SAP
interface and single sign on 30
Q2 Train the trainer; deploy to Shared Services with HRBPs using email to case
150
Q3 Transfer all existing emails into HR team 150 Q4 Open new centres – train new teams 200 Q1 2012 Release CP to HR users 700 Q3 Release CP to managers/employees.
Implement interface to e-files (Imagemaster) 22,000
Q4 Release Document Management (SF Content)
2013 In use in all countries for Service Requests; Approvals; Processing; Reporting; Documents for all HR services.
36,000
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The Direct Access Tour…. (online)
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Customer Portal Service Request
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Joins the Transaction Processing Queue by country/topic
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Reports and Dashboards – Personal; Service Management; Customer online, by email, excel
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Document Management
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Welcome to Bombardier
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Bombardier Experience with Salesforce
Problems § Aligning usage with the process development and deployment correctly impact on budget
planning.
§ Continuous workflow changes – very few issues, all created by us – major changes 2013 created 3 issues with live operations, all due to our configuration and content. Longest took 5 days to resolve following escalation. No charging if we caused the problem.
§ Bombardier Infrastructure – not standard Single Sign-On; Lotus Notes not Outlook; DP issues created archiving challenge, SF delivered their part, delays caused by us.
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What would we change? § Balance of service management; reporting and customer experience if we’d implemented
as big bang. § Phone to case if we had IP telephony for all (production areas and no phone log in) § Integration with Outlook would give significant productivity improvement (we have Lotus
Notes) § Operating in 11 languages – SFDC standard fields are fine but configured entries are a
challenge.
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Bombardier Experience with Salesforce
What went well ? § Implementation in 16 weeks with customised processes § Global roll out of Customer Portal § Customisation and local configuration § Support issue resolution § Premier support understand us and advice on options/ work around. § Document Management fully featured and implemented in 10 weeks in house. § Interfaces with SAP and Imagemaster. § Master data load
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§ Customer Portal and service delivery teams like SF – no training for new joiners despite 30+ transactional processes; 28 countries covered ; 11 languages; document management and FAQs to use and maintain.
Salesforce has proved to be: Flexible ( not costly) Easy to manage in house Feature rich With great support
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