Enterprise Solutions

Conclusion: Agility to respond to change has become essential. Compared with previous years, CIOs are expected to produce results over longer periods of time, now expectations have become much higher. Stakeholders are expecting results as soon as possible. With the trend geared towards an increase in technology dependence, the pressure of delivering results has therefore increased for CIOs and IT leaders.

Part of this new set of expectations is improved efficiency and productivity, which in most cases requires a thorough evaluation of business processes to garner potential inefficiencies. One of the primary tools organisations have at their disposal is the enterprise resource planning (ERP) systems. Eventually, it all boils down to whether or not the migration to S/4 HANA can be justified in terms of value-add-services. Implementation effort and run costs are only a part of the business case, not the whole.

The Latest

2 Dec 2020: Salesforce introduces Hyperforce. This move is a re-architecture of Salesforce’s design to continually support its global customer base. It has B2B and B2C performance scalability, built-in security, local data storage, and backward compatibility.  

Hyperforce allows Salesforce solutions to be run on a hyper scale Cloud service based on the client’s choice. These solutions include:

  • Sales Cloud
  • Service Cloud
  • Community Cloud
  • Chatter
  • Lightning Platform (including Force.com)
  • Site.com, Database.com
  • Einstein Analytics (including Einstein Discovery)
  • Messaging
  • Financial Services Cloud
  • Health Cloud, Sustainability Cloud
  • Consumer Goods Cloud
  • Manufacturing Cloud
  • Service Cloud Voice
  • Salesforce CPQ and Salesforce Billing
  • Customer 360 Audiences

Why it’s Important

Being able to move a SaaS solution to the Cloud based on client's preference, is a radical departure from convention for most major SaaS vendors. It is likely to be followed by other SaaS solution vendors, though Oracle’s close ties with Netsuite and Microsoft Dynamics with Azure, suggest Salesforce’s two main rivals will not be following this strategy any time soon.

This is a long-overdue overhaul for the entire Salesforce architecture as it needs to offer both architectural and commercial elasticity to aid customer’s global digital transformation.

It solves data sovereignty issues and provides all the advantages of using public Cloud resources. It also reduces implementation time despite being an enhanced architecture designed from the ground up to help customers deliver workloads to the public Cloud of choice.

Who’s Impacted

  • CIOs
  • CTOs
  • CRM leaders
  • Salesforce developers

What’s Next?

While the Hyperforce announcement is welcoming, there are still loopholes in the horizon. The solution is not available for on-prem implementations of the major Cloud vendors. Meaning, Hyperforce is not a path to an on-prem or hybrid Cloud solution.

For Australian organisations that aim to gain more control over how Salesforce stores information, either for compliance or cost control, to bring it closer to other Cloud services, Hyperforce is worth considering. It offers greater flexibility but also comes with a greater need for managing resources and costs. 

Before making any decision on moving to Hyperforce, Salesforce clients should have clear understanding of the following migration aspects:

  • Who will do the migration (i.e. the client or Salesforce)?
  • Who will deal with the public IaaS provider on a daily basis?
  • How will the current service cost be impacted?
  • Who will be responsible for the service management of public IaaS including the service desk?
  • What are the new risks that should be identified and mitigated?
  • Are there any changes to the current backup arrangements?
  • Are there any changes to the disaster recovery and business continuity arrangements?
  • How will the current change management arrangements change?
  • How the exit fees might change?

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The Latest

5 Dec 2020: Australian education solution vendor Tribal, has upgraded its digital learning design chatbot. The move is illustrative of how chatbots can be leveraged to aid complex tasks - in this case, learning content, delivery, and leaner coaching.

Why it’s Important

Chatbots are not unique to Tribal. However, Tribal is demonstrating how such agents can deliver new capabilities into the LMS market, which can be glacial in the adoption of innovation. The Tribal chatbot is aimed at improving knowledge transfer inside an organisation. It assists domain experts to build learning content and share knowledge by recommending approaches to online training.

Who’s Impacted

  • CIO / CTO
  • Service delivery teams 

What’s Next?

Like most forms of AI, chatbots will make their way into organisations through their addition to existing software solutions, either via paid upgrades or as part of the ongoing improvements of SaaS solutions. Chatbots will increasingly act in an advisory manner or as a guide for complex processes inherent in the vendors’ solutions. 

As a result of this trend, staff will be presented with a growing number of chatbots embedded in different vendor’s solutions, each serving a specific purpose. This itself will present a new challenge for digital maturity and staff satisfaction.

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The Latest

2 Dec 2020: Salesforce Signs Definitive Agreement to Acquire Slack. The forthcoming merger of Salesforce and Slack provides an avenue for a new operating system of how e-commerce organisations and companies grow and succeed in the digital space. The merger is anticipated to close in the second quarter of Salesforce’s fiscal year 2022. 

Why it’s Important

Salesforce has struggled to shore up offerings in the collaborative side of the business, which will evolve to be an important part of modern CRMs and ERPs, along with low code dev and integration for process automation and business intelligence tools for analytics. The planning acquisition of Slack rounds out Salesforce’s ‘magic four’ components of a modern digital workplace. 

The Slack acquisition aims at heading off increasingly strong competition from Microsoft’s Dynamics, the Power Platform, PowerBI, and Teams.

Who’s Impacted

  • CIOs
  • CFOs
  • COOs

What’s Next?

Consider your future digital workplace architecture based on these five high-level platforms: 

  • A platform consisting of central systems of record (e.g., CRM, ERP, etc.) in the Cloud or Cloud-like environments
  • An integration platform that surrounds the mentioned platforms 
  • A one (or likely two) low-code platform(s) 
  • A platform that provides the needed collaboration tools  
  • A federated information management platform 

Though these five platforms need not all come from the same vendor, nor even be made up of a single vendor’s solutions, Microsoft, Salesforce, and little-known Zoho are all vying for the entire set. The competition for the overall ‘Enterprise Digital DNA’ will heat up significantly through to 2025.  

IBRS expects Salesforce and possibly Microsoft to make new investments in information management platforms from 2021 to 2022. There will be rapid expansion, followed by feverish consolidation of the low code platform market.

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The Latest

2 Dec 2020: Salesforce Einstein is being extended into the Mulesoft automation and data integration platform. The newly announced Flow Orchestrator enabled non-technical staff to transform complex processes into industry-relevant events. The new AI-assisted MuleSoft Composer for Salesforce will allow an organisation to integrate data from multiple systems, including third-party solutions.

Why it’s Important

AI enables business process automation as a key technology enabler that favours organisations with a Cloud-first architecture. Salesforce will leverage its experience and connections with selling to organisation’s non-IT executives to secure a strong ‘brand leadership’ position in this space.

Who’s Impacted

  • CIOs
  • CTOs
  • CRM Leaders

What’s Next?

In mid-2019, IBRS noted a significant upswing in interest in Mulesoft and integration technologies more broadly from the non-ICT board-level executives. In particular, COOs and CFOs expressed strong interest in, and awareness of, process automation through APIs.  

Digging deeper, IBRS finds that Salesforce account teams, who are well-known for bypassing the CIO and targeting senior executive stakeholders, are also bringing Mulesoft into the business conversation. Also, Microsoft is expected to double-down on AI-enabled business process automation with the PowerPlatform. 

As a result, the addition of Salesforce Einstein AI into the discussion of automation and integration is expected to land very well with COOs and CFOs. 

CIOs need to be ready to have sophisticated discussions with these two roles regarding the potential for AI in process automation. Expectations will be high. Understanding the possible challenges of implementing such a system takes careful consideration. CIOs should be ready to build a business case for AI-enabled business process automation.

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The Latest
9 Nov 2020: Adobe announced a commitment to purchase Workfront for USD1.5b. The deal will bring Workfront’s marketing workflow and collaboration solutions into Adobe’s portfolio of ecommerce, content creation and delivery solutions.

Why it's Important
Adobe is the leader in the marketing technology landscape, with a wide portfolio of solutions for content creation and delivery. In the last three years, Adobe has aggressively pursued design and ecommerce automation through AI and related technologies. The addition of Workfront to its portfolio brings collaboration and workflow into the mix. The likely result being AI powered decision-making into marketing workflows.

Who’s Impacted
Organisations with Adobe Marketing Cloud and related investments, and Workfront customers.

  • eCommerce / marketing technology leads

What’s Next
Workfront and Adobe have a history of collaboration and there are cultural synergies that will likely make the merger relatively seamless from a customer perspective. In the near term (2-3 years), Workfront clients will not see a significant shift in product direction nor licensing. However, as Adobe leverages its AI capabilities into Workfront, expect to see new capabilities that benefit Adobe Marketing Cloud, Experience Manager and other products in the Adobe suite. Longer term, Workforce clients (many of whom are already Adobe clients) should prepare for the more assertive licensing audit activities for which Adobe is known.

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IBRSiQ is a database of Client inquiries and is designed to get you talking to our Advisors about these topics in the context of your organisation in order to provide tailored advice for your needs.