CertiniaX Summit:
ACCELERATE – Accelerating value throughout the Customer Lifecycle eXperience



Winston Hait: Thank you so much for joining us for our session today on ACCELERATE. I just want to make sure we’ve got the slides up. Cory, if you could make sure you’ve got that up for us, that would be awesome.

Just wanted to welcome everyone to our session. We’re glad you could join us. My name is Winston Hait. I’m the Director of Platform Marketing here at Certinia. Glad that you’re able to join us for our first of our three sessions from our user experience track that we have here today.

I’m going to be joined today by John Bergman and Farhan Sheikh, who are going to be able to walk us through talking about Certinia Accelerate. You heard Dan talk about it in his keynote just prior to this. So, he gave us a great tee-up to be able to start us and kick us off.

As Dan mentioned, we are putting a lot of investment into the user experience. One of those is with ACCELERATE. We just want to make sure that we can help walk you through and explain to you a little bit about what it is and how it will help accelerate the value throughout the customer lifecycle.

So, we’re going to go ahead and go to the disclaimer slide.

What we’re going to do is just have the normal disclaimer that kind of walks you through what everyone is used to seeing when you get to these shows. Remember, we continue to use forward-looking information. So, please make sure just to make your purchasing decisions based on what’s currently available.

So, just some quick housekeeping tips. Audio is streaming. There is no dial-in, so you don’t have to worry about changing anything around for that. Please make sure in that box on the right-hand side you enter your questions into the chat window. That’s going to be where we’re going to try to answer questions throughout the session where we can, but then also kind of gather those up and be able to deliver those to the speakers and ask them directly with about 10-15 minutes left in the hour that we have allotted for us.

For the best experience, make sure you have closed all the other programs or tabs that you have to make sure that you’re streaming well. We’ll talk about tech issues in just a second.

The one question everyone always asks: “Great content. Would love to see it again. How do we get the slides? How do we get the recording?” All of that is going to be available next week, so make sure to tune back in. The information is going to be available for up to one year. So, you’ll be able to come back to it, share it with friends, be able to help them go take a look at it as well, and help them with what they’re doing.

Don’t forget to visit our sponsors during the breaks. We’re super excited to have them with us. We couldn’t be doing it without them, and they help deliver some great key value to our customers.

So, a quick check on tech issues. Make sure to check your bandwidth. See if you can pry any electronic device out of your children’s hands so that you can get as much bandwidth as you can. Make sure you update your browser if you have to. As a last resort, you can always clear the browser’s cache.

We want to make sure we keep the conversation going. So, make sure that once you enter the information in chat here, we all sort of shift over and be able to go to the user experience track on the networking tab that you’ll see in your browser window. So, make sure to go there. Throughout the rest of the day today and tomorrow, we’re going to keep everything moving there as we go.

So, with that, I’m going to go ahead and hand it off to John, who is going to walk us through ACCELERATE.

John, Farhan, good luck, guys. Thanks so much for joining, everyone.

John Bergman: Thanks, Winston, and thanks to everyone that’s joining us. I know that we’re competing with another of the roadmap sessions. So, appreciate you investing your time in learning a little bit more about ACCELERATE.

So, today, we’ll touch on a little bit about how ACCELERATE (Certinia ACCELERATE) kind of sits in the middle of the customer lifecycle. As we’re part of the user experience track, how we put the customer at the epicenter of that experience. That’s a little bit about Certinia ACCELERATE. We’ll dive into a little bit of details around that.

Farhan will run us through some demos of our customer lifecycle experience hub, which is primarily about how we help you go live and get rep and time to value with our leading practices and our capability models. But, then, as you start to gain value from the solution, how you can configure, personalize, and discover in-app experiences that help you adopt the solution at your pace.

So, I wanted to start with touching on the customer lifecycle. Todd touched on this in his keynote. Dan talked about it a little bit, and we’re going to see it a little bit more over the next two days (today and tomorrow). But we all have a version of this. It all starts with creating a service or an offer or a product. We engage customers through a marketing cycle. We acquire through a sales cycle. We implement – whether it’s implementing service, product, software – and then we nurture that account through their lifecycle.

There are many different engagement points from a customer experience perspective within this lifecycle. There are things that happen internally: handoffs between product and marketing to create the go-to-market between marketing and sales, to handoff between sales and service to start the implementation project, service to support after the go-live. In addition to that, there are a number of interactions with the customer in it.

A call lends to a lot of activity engaged both internally, externally, with the customer, without a customer. It manifests itself kind of in this activity called the “go-live.” It’s that point in time where the keys are handed off to the customer, so to speak, but there’s a lot of things that occur both before that handoff and after that handoff.

In a prior model, this was called the application lifecycle as well, where you stood up a solution, you modeled the requirements, you did configuration, you did customization, you deployed that customer, and then it was on the customer.

So, one of the things that if you look at this lifecycle, everything to the left of the go-live is about delivery and time to value. How quickly can you stand up the solution? How quickly can you get the configuration to the customer’s requirements and build the solution and integrate that solution into other aspects of their digital transformation initiative? Then, as I said, you hand the keys over, and it’s about delivering continuous value.

A lot of solutions in the market, it kind of ends with the go-live, and the customers are on their own. What I want to talk to you about today is a little bit about how Certinia differentiates itself by not only delivering rapid time to value but additionally enabling that continuous value and putting the customer at the center of their journey with us. We refer to that as the customer lifecycle experience.

That, Dan touched on a little bit earlier in his keynote. I’ll go into a little bit more detail around that, but it’s about engaging with customers across their full lifecycle. It’s not just about a services team implementing or getting live. Many of you have this in your own experiences in working with your own customers, having a methodology that allows you to actually deliver best practices and deliver it not only to get live, but the continuous value and the full lifecycle experience that a customer needs. It’s about delivering connected business capability.

So, we might sell products and we might implement products and we might support products and we might renew products, but, in reality, what the customer is looking for is a capability that helps them solve the business challenge and outcome that that capability delivers them. So, we’ll talk a little bit about how we do that.

The second phase of the experience is around delivering business value. So, that is not only delivering rapid time to value, but also delivering continuous value after that momentous go-live date – which is really just the beginning of the journey for the customer, and the beginning of gaining that business value. It’s about reducing risk and cost. Not only at the implementation, but along the full lifecycle. A customer really wants to manage and gain value quickly, but then have a foundation for growth and a foundation for agility.

As Todd talked in his keynote, we’ve seen a lot of business change in the last three or four months. I mean, momentous business change. Having a platform, having solutions, and having a partner that helps you adapt to those changes with agility is really key.

Then, we’ve delivered a solution to you. How do we help you adopt that? How do we help you personalize that? It’s not about one-time training, starting the change management, and initializing your users on the first go-live. There’s continuous user adoption that needs to occur. Not only with new people, people moving into new roles, expanding their responsibilities, and enabling all the end-to-end experiences that they have. So, it’s how do you deliver that continuously with in-app experiences? With application configuration, it allows you to personalize it to meet their specific needs while, at the same time, consuming all of the best practices that we can deliver from functionality in the product.

Then, lastly, you’ve engaged. You’ve delivered. You’ve adopted the solutions, and you’re doing that. We continually ship innovation within Certinia, much like many of you deliver innovation continuously to your customers. How do you stay current? How do we help you stay current? How do you administer the solution, adopt that new technology, that new innovation, new capabilities at your own pace?

This is what we call Certinia ACCELERATE. It’s about putting the customer at the center of that experience and delivering success across the entire end-to-end customer lifecycle journey. It’s our methodology for delivering on that continuous value across every touchpoint and interaction with customers. It’s about being a partner and accelerating their growth.

We base it on proven methodologies. We base it on leading practices – and I’ll touch on what we mean by that, but we’ve done this a lot. We’ve done hundreds if not thousands of implementations for customers, and we see a lot of common sets of ways in which the solution is configured and run within organizations. So, as those common processes become leading practices, we share those with our customers. We deliver those in pre-configured implementations, and we help the customers grow. It’s about delivering that business value, both from a rapid time to value as well as a continuous perspective.

As I said, the business value for customers starts at go-live. So, you need to continue to deliver value along that end-to-end lifecycle. It’s about being a partner in their growth.

It starts with the foundation for customer experience. So, last year, when we really started talking about Certinia ACCELERATE, we were really highlighting kind of the experiences that we can deliver to customers through our expert professional services, through our training, and some of the changes and modifications we’ve done there about delivering. Generally, training happens at one time in the implementation for users. Train the trainer, you create documentation, and then they start using the solution. It gets adapted differently, and that training might become a little bit stale.

Well, guess what? We deliver subscription training services that you can take advantage of throughout your entire lifecycle. It doesn’t matter whether it’s pre-go-live or post-go-live. As you bring new users on, you can get that in-depth training.

Then, additionally, in our Certinia customer community, there are additional training assets where you can come in and learn about new features, new functions, new roles, new capabilities that we have in the solution, and easily take those.

So, it starts by delivering a basic foundation for customer success with expert professional services, training services, customer success, and support. Then, a great community asset where customers can learn about new features and functions, submit support cases, and get status, as well as interact with other customers that are using our solutions and learning new and unique ways to help evolve their business with Certinia.

Then, it comes with much richer product and services capabilities. We’ll go into each one of these areas here in a moment about how we deliver both product and service experiences to help deliver that continuous business value across all stages of the customer lifecycle.

It starts with Engage.

So, Engage is really about helping customers deliver and gain the outcomes that they’re looking for with a set of connected business capabilities that align with their digital transformation initiatives. I’ll talk a little bit more in-depth around that, around the approach that we take with our capability model.

So, it’s a comprehensive capability model. Hundreds and hundreds of business capabilities that our solutions – our products – help customers with their digital transformation.

A capability is focused around an aspect of functionality, but it’s not about a product. It’s not about a feature and function in our products. It’s about the capability that you’re looking to transform in an outcome that you get. So, you understand how those capabilities are connected and how they help you within your digital transformation initiatives, and how they can connect to other parts of the capabilities within your organization to actually transform your business. Then, it’s built off of a set of leading practices that support that.

So, those capabilities span the entire end-to-end customer lifecycle experience from opportunity to renew, requisition to contract, plan to predict, record to report, our projects (our professional services automation), and how you set up solutions with your organizational data to set yourself up for success. So, currencies, companies, dimensions, this chart of accounts, regions, practice groups, etcetera.

Capability. There are hundreds and hundreds of capabilities within Certinia Solutions. Each one of those is tied to a persona or role. There’s a business process associated with that. There is a set of leading practices. As I said, those are common capabilities that have now risen to the majority of our customers and industry-leading practices that we define. They result in configurations of the solution and how we deliver data and metrics or key KPIs, reports, and dashboards that support those capabilities, experiences. So, it could be a workspace. It could be a dashboard. It could be a mobile experience. Each one of those delivers the customer experience associated with that capability. Then, working Cloud ERP.

ERP Cloud and Professional Services Cloud, we also operate in regulatory environments. Tax, local regional requirements around policies and procedures that are manifested in there. So, what does it look like?

So, this is the capability model from our spring release as we look at it for PSA – for Professional Services Automation. It’s comprised of multiple levels of capabilities, but if you get down into it, it’s about all the capability that you need to operate a professional services organization.

As you drill down into that, there are a set of personas, and there’s a wealth of personas. A business process that supports an individual capability, in this particular one, it’s within opportunity management, staffing the opportunity for delivery. There’s a process associated with that, swim lanes that describe what each role and persona associated with them. Within that process and within that capability, there are a set of leading practices. These are the leading practices that help us understand that capability and how we can help customers fit this into their model.

There’s a set of key performance indicators and the definitions of those that support that capability, and there is a set of reports and dashboards that are aligned, also, to that capability.

So, this is done across the entire portfolio of ERP Cloud and Professional Services Cloud. So, financials, billing, revenue, order, purchasing, inventory, and professional services automation. Hundreds of capabilities, hundreds of business processes all contain the set of business best practices that, as we engage with you, helps you understand (from a capability, not a product perspective) how we fit into connecting your business capabilities across your organization and in support of your digital transformation.

But, then, we take that even further. We use those capabilities, we use those leading practices, to actually deliver pre-configured solutions that support your implementation and go-live. It’s about delivering lower risk by being able to deliver pre-configured best practices implementations with best practices built into the implementation. It reduces the time and cost of the implementation as well. So, you can get up and running and start to gain that business value much quicker from that perspective.

With that, we’ve also delivered some new tools and technology that we released in our spring timeframe. We’re starting to talk about that. One of those is the customer lifecycle experience hub, which is a hub. If you think of professional services – PSA – as your solution for managing an implementation project, the tasks, the deliverables, the resources, the billing. In the time and expense of managing that project, CLX Hub is where we deploy the configurations, manage configurations, do testing, and coordinate movement of metadata, data configuration settings between sandboxes in your production org.

So, it’s a workspace that brings all that together on how you can de-risk a project and manage rapid time to value from an implementation perspective.

Without further ado, I’m going to introduce Farhan Sheikh, who is going to give you a quick demo of CLX Hub.

Farhan Sheikh: Thank you, John. Hi, everyone.

So, in today’s demo, what I’m going to show you is how the CLX Hub simplifies data management of an org using the CLX Data Loader.

So, I’m going to set up a scenario. In this scenario, I am going to be in the final stages of a PSA implementation in a customer sandbox. All that is remaining at the moment is the input of the region data.

So, I am going to go into Data Loader here. I am going to set up my connections. As you can see, the connection to the sandbox is already set up. So, what I’m going to do is I’m going to load some of my region data. Now, in here, I can set up all the different masters of what it counts as regions, practices, groups. But what I have at the moment is just the region data remaining.

So, I’m going to go here in one of my spreadsheets. I’m going to copy over some standard region data. I’m going to paste it. You can see that this is active, with the red tops. I’m going to paste in the region data. Now, when I click “save,” all of that data is going to be saved into the sandbox. You can see it slightly going red in the back. You can see all my records are saved.

So, now in this sandbox, I have all my data, all my regions, all my practices, all my groups, all set up and ready to use. Now, I can hand over to the customer, and work with the customer, and cutomize and carry out UAT.

Once the customer and myself are happy with the implementation, we now want to move it over to the production environment. We may want to do that in one big bank, or we may want to do that in stages. So, within this implementation, what we’re going to do is we are going to move from this sandbox the APAC solution that we’ve implemented, and we are going to put that into production because we’re doing a phased approach.

So, just to take an example of the query of the region data, what I’m going to do is I’m going to get the APAC data for the region. So, I’m going to get the region name. I also want that region, and I also want the headquarters region. As I said, I just want the APAC regions. So, what I’m going to do is when any condition is met, I’m going to say my parent region equals…[inaudible mumbling] query.

So, that is the data that I want to transfer over to my production environment. So, I’ll take a copy of that. I’ll put that in my transfer sheet, and store that. The link goes here.

What I’m going to do now is I’m going to connect up to my production environment. So, I’m going to use “new,” production. Here, I’ve got my target. Here it is. Perfect. We’re set up here. We can see now that the target environment is active here.

So, again, I can take my data, drop it off here. Here, my PSA data is below there. You go to regions, activate this area, piece that in, and click save.

If I had multiple tabs with data that needs to be saved, I would see that in blue stars over here, and I could do a “save all.” But, as I just have regions, I can just click “save.” That data is now saved in the production environment.

I can now go to the production environment, see all the masters, see my PSA implementation, go through it with my customers, make sure everything’s perfectly running. That would be it. Then, we can move into the phased approach where we do the other regions. But, for my demo, that is it. Back to John!

John Bergman: It might help if I turn mute back off. Excellent. Thank you, Farhan.

So, just to reiterate there, what we’ve done with the CLX Hub is built a collaborative workspace for customers and your implementation team. Now, that is partners as well. So, if you’re working with a partner, our partners are working directly within the CLX Hub to help manage your implementation. This is all really about delivering predictability, reducing risk, enabling kind of the end-to-end coordination of the activities. The activities are managed in PSA for most of our customers, and we manage the implementation projects in PSA. But where the work gets done, how you move the data across the CLX Hub and the Data Loader (where the magic happens, in that context).

The value there is I know some of our customers are working in a developer organization. They’ll have a staging sandbox, they might have a testing sandbox, and then production. One of the great challenges that customers have in derisking in implementation, and one that actually creates what I would call non-value-added time, is ensuring the consistency of those environments as you’re moving your configuration and potentially additional development that you’re doing along the phases of your implementation program.

So, if you’re developing some code, or you’re doing some process builders, or you’re doing some integrations, keeping those things in sync as they move from a developer box to the staging box to the testing to production, the CLX Hub and Data Loader make that so easy. Keeping things in sync and managing the source and target data from a consistency perspective just streamlines the process, derisks the process, and moves along a lot faster.

You’ll see a lot more investment in the CLX Hub from us over the success of weeks around bringing in things around the configuration, like permission sets and how you manage and set up and coordinate permission sets upon a deployment, some of the testing that happens at UAT and automating some of those testing, and what we call implementation spaces – where, a lot of times, you might be sharing documents via email or Google Drive or Box of somewhere, all of the project-related data can be stored in CLX Hub in the implementation spaces. So, it’s easily accessible to every person that’s engaged and involved in the implementation projects. So, we’re really excited about the value that CLX Hub is bringing.

So, we’ve talked about how we engage with your early four capabilities and the connected capabilities within your digital transformation mission, how we take those capabilities, build them down into pre-configured implementations, and use the CLX Hub, the Customer Lifecycle Experience Hub, to deliver fast time to value with lower risks, lower time, and lower cost of deploying you. Then, you’re launched.

So, what happens next?

In our next session that you’ll see, if you stay along with us in the User Experience Track, Salesforce is joining us with Allaster on our team to talk a little bit about the User Engagement platform from Salesforce. We’ve taken advantage of that User Engagement platform, and it’s about delivering (if you will) continuous user adoption scenarios for you as a customer, as you initially start using the solution, with embedded in-app experiences building off the User Engagement platform for tooltips, with embedded videos. So, if you launch a capability in the application for the first time, you’ll see an embedded tool tip. You can embed videos in there, and we are starting to embed videos in there. You can get a little of an in-context, in-application training experience for the first use scenarios that you have.

Then, as we deliver continuous updates, those tool tips continue to update.

The other thing, that if you were in the keynote with Dan Brown earlier, is workspaces. Those workspaces are task-based workspaces, but we’ve taken it one step further with the lightning framework, and we made those configurable. Farhan will show you a little demo here in a moment around how you can take that workspace, configure it to personalize it to the exact capabilities that you’re looking for within the context of that workspace, then engage in managing your own solution in a much more effective way. So, it enables faster user adoption because we’ve got in-app experiences that help you understand and learn, we take advantage of the power of the Salesforce platform with user engagement, and as they deliver more functionality (which you’ll get to see in the next hour), we’ll be adopting and enabling and delivering that to you to help with the adoption side of that.

So, you’re live. You’re using User Engagement. You’ve got workspaces that you can configure and tuned and personalized to meet your specific needs, and an update. We do four updates a year: two major releases in spring and fall, two minor releases in winter and summer. Then, obviously service packs as we go.

So, the ability, actually, to continually take that new innovation from us so that you can take advantage of that new innovation and new product features in your growing business, we enable that through what we call continuous updates.

Now, the capabilities are there. We deliver those with the continuous updates, but we give you the flexibility to actually turn those features on when you’re ready. Now, we encourage you, and we would love to see you turn those features on immediately because we think they’ll help you gain instant value and stay current in leveraging those capabilities, but we also understand that the businesses have business cycles that you don’t want to disrupt. So, year-end close and financials; you don’t want to do an update in mid-January, if you’re February 1 fiscal year. So, you can just wait and turn those features on a little bit later.

So, with the system administrative workspace, you’re able to go into the future console, see what features are not enabled, enable those features. It will take you through a set of steps, and then you can enable those features for your end-users. Then, of course, with your user engagement, it now comes with an embedded user experience where they can watch a video, follow some tool tips, and eventually guided tours to how they can leverage those new capabilities that we’ve delivered through continuous updates. Do that at your own pace.

So, the system administrative workspace, as I mentioned, the workspace concept is a task-based thing. This brings everything about administrating your Certinia solutions into one spot. It’s configurable for you to personalize. There’s a set of capabilities that you can drag and drop in, and move around to make it personalized and configured to the way that you work. Then, of course, it allows you to enable those new features for your end-users. With the continuous updates, as I mentioned, it’s about keeping you current with the innovation that we do four times a year. Then, giving you the flexibility of when to enable that for your end-users based on your business cycles and needs of your organization.

So, what we’re going to do here is kind of show the second phase of that, this continuous business value, where you come into a workspace, you adjust that workspace, take a look at the adoption scenarios. I’ll hand off to Farhan again.

Farhan Sheikh: Thank you, John. All right.

So, in today’s demo, I’m going to go through how the combination of workspaces and engagement tools allows a system administrator to upgrade and utilize the latest features in Certinia.

So, I’m here. I’m in my org. I am going to go to my workspace. I can, of course, pin this workspace to my tab bar.

As John spoke about the workspace is alerting me to all of the information that I want to know about the system. So, I have all of these alerts throwing information at me. I’ve got counts, which I really want to know. Also, in this left-hand bar, brings the power of foundations, common objects, common systems, onboarding, everything that as a system administrator I really need to be in-touch with and at my fingertips, with the configuration at the bottom.

But, John also alluded to the fact that this is powered by Lightning. So, it is totally flexible. So, if I go in here, and I edit my page, I know that there is a component, which I can drag on, which tells me how many features haven’t been enabled on my org. So, what I am going to do is, I am going to find that. I am going to remove my tasks today. I’m going to move this here. Now, I’m going to drag that onto here. Let’s save that.

So, I’ve just reconfigured it to the way I want to see it. Those have been saved. Now go back.

So, I played around with it. I’m quite enough happy with what we’ve got. I can see here that, actually, that these features have not been enabled on my org at the moment.

So, I’m thinking, well, actually, I’ve heard of something great recently which I would really, really like to try out. That is that Billing Central for spring ‘20, being fully powered LEX.

So, I’m going to go to Billing Central to see if there’s anything there for me. There is. There it is. Assign Lightning record pages. So, what I’m going to do is I’m going to click on that. Then, this feature stack is telling me that I can assign those Lightning record pages as a default to my users. So, over here, what the feature console does, it tells you what steps it’s going to take as you perform this action. So, at the moment, it’s getting all of the information from the server as to what it is going to do.

So, what it’s going to do is make all these pages package default, which means that when you go on to it – and if you are using default pages – it will beo and do them. So, I’m going to click “perform.” This is going on in the background. You can see the little action here. I’ve just gone in the background. Asynchronously doing it. So, if I even move away, this process is still working in the background, doing its stuff, working from the metadata API updating in our system.

I can go back and see that it continues to be done. But it allows me to get on with my day job as that happens.

So, if I go back here, hopefully it’s almost done. I’ll just have a spin-around. Have a look at my workspace, check that there are no errors, no failed jobs. It’s all looking good. This is still continuing on. It is done. Brilliant.

So, what I’m going to do is I’m going to enable it. So, what we can see now is that all my Billing Central pages should now be in LEX. So, let’s try it out. I’m going to go to Billing Central. I’m going to go to Contracts. Billing contracts, there they are. I’ve got one here from our top customer. I’m going to load that one.

As you can see, we’ve got a lovely Lightning billing contract, fully powered by Lightning. As John alluded to, we have our in-app prompts, which actually show and give us an introduction and help the adoption of this page. Absolutely brilliant.

Of course, you may have customized this. You may go and customize this experience. You may want to do something different for your users.

So, something in the next sessions that you’ll be able to see is how you can customize these in-app prompts to show data, show videos and media that you create for your own users, which is customized to your own experience.

With that, I’ll hand it back to John.

John Bergman: Excellent. Thank you, Farhan. All right. Hopefully we are back.

So, I will say I’m really excited about that User Engagement platform that’s coming from Salesforce. I’d encourage you to stick around in 20 minutes and watch and learn a little bit from Salesforce. Some really cool stuff coming from them.

We’ve enabled, currently coming soon, the User Experience in-app prompts with those embedded videos in our Billing Central and Revenue Management products. But we’ll be extending that to all of our products as we go forward. As Farhan mentioned, if you – in your implementation or in your daily use – are using Certinia a little bit differently, that’s a fully configurable platform.

So, you’re able to take advantage of that as part of the platform component, that we deliver a set of standard use cases to support our product portfolio. There are more coming.

There are things like welcome mats, guided tours. I don’t want to steal too much of the thunder from the team that’s coming up. But we’re really excited there because we think that this is a very powerful set of capabilities, both from a Lightning perspective, the workspace paradigm that we’ve delivered in the last year with our applications, the configurable and personalizable nature of those workspaces where you bring just the components that are most valuable to you within the composable workspace, and personalize that for your particular… Whether it’s administration or whether it’s a project manager, consultant, AP clerk, controller; all the aspects of those configuring that workspace to meet your specific needs. So, a pretty powerful set of capabilities that the platform provides, and that we have tuned and delivered for you.

So, we were great on time today. We’re actually a couple of minutes ahead of timeline and trying to focus on that. But what I wanted to do is kind of wrap up a little bit around when we talk about Certinia ACCELERATE, it’s about that customer lifecycle experience. It’s about the customer-centricity that Todd talked about in his keynote this morning, around listening and adapting to signal, about delivering. We all deliver. That’s what we do.

You know, if you’re a Certinia customer, you’ve got product and services that you’re delivering to your customers, you’re managing this whole end-to-end customer lifecycle. We want to help you put that customer at the center of that experience. That is what we do with Certinia ACCELERATE with our methodology. It’s about engaging customers. Not just, you know, in these siloed kind of organizational models of the sales team, the implementation team, and then support and customer success.

But it’s about accelerating your business growth as you work with Certinia, and you work with us. Even as you work with partners that are bringing differentiated experience to you and your implementation, in your digital transformation. They should take advantage of the same set of capabilities, both product and services capabilities that we deliver within Certinia ACCELERATE.

It’s about enabling connected business capabilities, and how those connected business capabilities align to your digital transformation initiatives, understanding the capabilities and processes and best practices that our products deliver. So that you can map out your end-to-end change that you’re trying to drive, the outcomes that you’re looking for, and use that as a framework for understanding how we can help you deliver on those outcomes.

Then, of course, it’s taking all of that and packaging that in pre-configured implementation, building out tools and technology that derisk implementations, accelerate implementations, and make them highly predictable and valuable for you, to get that rapid time to value. But, also, if you’re a customer that’s in a phased rollout, and you might implement Financials first, and then Billing, and then Revenue, and then Projects. You might start with Projects, and then go to Billing and Revenue, or Revenue and Billing, and go the other direction.

But it’s a platform. The CLX Hub is a platform that enables you to actually manage all aspects of your delivery. We help you manage all aspects of that delivery to ensure quality predictability and low-risk.

Then, of course, your journey doesn’t end just because you’re live. That’s actually when it starts. So, we want to make sure that you adopt the solution at your pace. You can personalize it. You can configure it to meet your needs. It’s flexible in the way that you operate.

Recognizing the best practices are ways in which we can enable a common set of capabilities across all of our customers, or a lot of our customers, I would say, because they’re common practices that we can put into play, and everybody can benefit from those. But every customer is also unique and differentiated and is going to deliver differentiated experiences. So, helping your users personalize their experience so that you can deliver differentiated experiences to your customers, with the power of the platform and the power of Certinia there.

Then, lastly, the combined input from every single customer that’s using our platform, that’s engaged in our community, that’s engaged in our advisory boards, that’s engaged in delivering product feedback within our user community, we bring that all together, and we deliver continuous innovations four times a year, as I mentioned.

So, your ability to actually consume those updates in a continuous value perspective, and then adopt them at your pace. Then, of course, with the adoption of new functionality, enabling your end-users in your organization that are seeing a new feature for the first time, can take advantage of the User Engagement platform and that technology to easily use the solution. Then, of course, if it’s new features and new innovation or a new process for you within the company, go over to find our customer community. Engage with other customers that are there. Participate in groups and learn from each other in collaboration on the best way to leverage that capability within your organization, and get ideas from others folks from a world-class end-user community.

So, really excited about our launch and announcement of Certinia ACCELERATE about delivering the continuous value. That starts with an implementation and delivering connected capabilities, delivering pre-configured implementations, a set of tooling to de-risk and make implementations more predictable and efficient. If you’re in a multi-sandbox or a multi-environment space bringing partners into that relationship with you, then carrying that all the way forward into adoption and continuous updates. So, it’s that full end-to-end lifecycle experience, and it’s customer-centricity on steroids on how we can help you grow your business together as a partner.

So, we have about 10 or so minutes left. What I want to do is introduce the next two sessions within the User Experience Track. That is, as I’ve kind of highlighted before with the User Engagement platform, really excited to have Salesforce with us in the next hour talking about the platform, talking about what it delivers today, and some sneak peek on some really cool stuff coming up in the future.

Then, tomorrow, concluding in the User Experience Track what we’re doing with LEX, and how we’re leveraging LEX to deliver an exceptional user experience. It talks a little bit about our investments to date, and a lot about where we’re heading over the next two releases in fall and spring of ‘21. So, we’re really excited. Julianne Gaski will be leading that with some customers on how we’ve helped them with that Lightning experience, that personalized/configurable Lightning experience, to adapt that to specific needs of customers. So, really excited about those two sessions.

Lastly, just one other point, we’ve got a few minutes for questions. I would encourage you to hit up the channel, on the panel on the right there with any questions. We’ll spend a couple of minutes on that. Then, we’ll turn you over to the track for continuing conversations.

Rebecca, do we have anything out there right now?

Rebecca: John, we do have a few questions. People are encouraged to keep them coming. But the first is about the capability models. Specifically, is the PSA capability model available for customers so they can access its process diagrams, KPIs, best practices, and reports?

John Bergman: Yes. So, there are a couple of things we’re doing there. We’re building out some customer-ready within days to make that available to both prospects and existing customers. If you’re an existing customer, we will be taking the end-to-end capability model and making it available on community.

So, give us a little bit of time. We just released our spring release, so we’re updating some of the capabilities from spring to make sure that you have an up-to-date and current set of capabilities.

Rebecca: Okay. Great.

Our audience also wants to know when they will be able to use the tool tips.

John Bergman: So, as I mentioned, hopefully Billing Central and Revenue Management, the embedded tool tips. We have early access right now with our summer release. Those will be made available. Then, we have a lot of investment for our fall release for the rest of our portfolio.

Then, of course, this is an asset just emerging, a set of capabilities from Salesforce. The reason it’s in early access is we’ve been working very closely with the Salesforce user engagement product team. So, as it gets released, we can then release it to our customers. So, we’re really excited about our investment with Salesforce to do that. But, startin with our summer release, and you’ll see much more in the fall as they deliver more in that roadmap. Much more capability coming.

Rebecca: Okay. Great.

Also, is ACCELERATE only for new customers?

John Bergman: So, hopefully I explained that a little bit. I mean, up to go-live. If you’re a customer that’s already live, sure. I mean, you’re not going to be able to take advantage of the pre-configured builds in that side of that. That’s prospects and new customers. As of May, every customer that’s starting a new implementation with Certinia is able to take advantage of the pre-configured builds and CLX Hub.

But, hopefully, what you see with the configurable workspaces that we’re delivering, you can personalize the tool tips that are starting to come this summer, and more in the fall. Which you’ll get an existing customer. The value in that is the first question from the attendee around the capability model. Perhaps you’re a new customer, you’re just getting using this, you’re coming off… Maybe you’ve never had a full-blown PSA solution before. We’ll share the capability model. We modify that or we update that every release as we deliver more capability, and we map that to the configuration and the best practices. We update the builds for that. So, that’s something you can take advantage of in how you’re running your organization. Take a look at ours. Is there something in a leading practice or a KPI or a report that you might be able to leverage there?

Then, of course, you can engage us to help you deliver on that. Whether that’s professional services engagement, whether it’s your customer success manager, or if you’re a premier success customer at Tech CSM. They can kind of give you some tips around how you do that.

So, yes. ACCELERATE is about the full customer lifecycle. It’s not just about… A lot of the market solutions out there, it’s very focused on getting customers live on a pre-configured implementation and whatnot. We certainly are addressing htat. We have solutions called Smart Start. Smart Start is something we’ve had for a little while, which is a packaged scope and fixed-fee implementation. We certainly have those, and we can help you get up and running on a cost and time-conscious implementation to get you really gaining value quicker. Now, we’ve broadened that to every customer with ACCELERATE: the capability model, pre-configured builds, and CLX Hub, where you can all take advantage of that.

But it’s not just about getting launched. Right?

There is more on the right side of that go-live engagement than there is on the left side from a continuous value perspective. Because, speaking from a Certinia perspective, we want you as a customer for life. So, we’ve got a methodology here and a set of ways in which we engage our customers to ensure that and build on that. So, yeah. It’s both.

Rebecca: That’s great. Fun. Just checking the chat panel. I don’t see any additional questions.

Anything you or Farhan might like to add in conclusion, or shall we just encourage people to head over to the networking tab – and specifically the User Experience track?

John Bergman: No. We’ll hop over to the channel. If you have any additional questions, as I said, I really encourage you to stick around on this track to listen to Salesforce and learn a little bit more about the User Engagement platform. Personally, very excited about what’s coming there. Then, join us tomorrow with Julianne. But there are a lot of other sessions going on today and tomorrow. So, I encourage you to engage. Hop out to the channels tomorrow if you think of a question. It doesn’t just need to happen today.

So, stay engaged. Enjoy. This is our first virtual event, so hopefully you’re finding value in it. We’ll continue to stay engaged over the next couple of days.

Rebecca: Fantastic. Thank you, John, for an excellent presentation. Thank you, Farhan.

John Bergman: Thanks, everyone.

Rebecca: Thank you.