Fire protection and security giant Tyco expects to bring a major global transformation project to its Australian operations early next year.
The company is deploying a new Salesforce-backed platform called Tyco One to about 30,000 marketing, sales, service and back office employees worldwide.
The platform will cut across geographical, business unit and functional silos to provide a single view of the customer and of Tyco’s business operations worldwide.
Once deployed, Tyco’s sales, service and customer support staff will have the ability to "collaborate together to deliver a better customer experience" according to a video by the firm shown at Salesforce’s annual Dreamforce conference.
Global VP of IT strategy and commercial excellence Sharon Moura told the conference it had taken approximately six months to get the transformation program “up and running”.
That six months included "a lot of meetings and socialisation" to align the program to the business, creating a roadmap with program partner PwC and building a team to deliver the program of work.
Moura said a “global template” for the system – consisting of “a set of processes, data and KPIs” – was created over an eight-week sprint and validated with input from Tyco’s regions.
"We had a core team that designed the global template, and they held many virtual sessions with a stress test team and a validation team," Moura told iTnews on the sidelines of the conference.
"The stress test team was made up of tactical people that will need to use the solution every day.
"They really vetted that it will work for their business units, and we had all business units and geographies represented.”
The validation team consisted of leaders that took an overarching strategic perspective to determine whether the template would support the direction of each of the business units.
Moura said the platform was currently being embedded in the UK and Ireland, the "model country" for the deployment.
"We’ve also kicked off in the US a number of weeks ago and we are about to kick off in continental Europe," she said.
"Asia Pacific – and pacific specifically – we’re looking to kick off in early 2016 so in the January timeframe."
Ry Crozier travelled to Dreamforce 15 in San Francisco as a guest of Salesforce.
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