Solving Tech Problems Without IT

Susan Nunziata, Director of Editorial | 8/9/2013 | 74 comments

Susan Nunziata
If you're doubting that the relationship between the business and IT sides of the enterprise has changed forever, a recent technology deployment at McAfee is likely to put to rest any lingering uncertainty.

We all know McAfee as a major vendor of security solutions. The company has almost 7,000 employees and operations in 130 countries. Brian Bayless, VP GTM Finance, is responsible for financial oversight of McAfee's enterprise business division, which accounts for about half the company's revenues, according to a prepared statement. He had to find a solution that would get the division's 1,500 sales people off spreadsheets and separate databases and onto a single, worldwide model for managing quotas and sales compensation.

"We were spread across 10s of spreadsheets and more than 40 databases," Bayless told Enterprise Efficiency in an interview. "We're calculating payments across 70 different roles, in five theaters, with a million-plus line items. You blow up traditional database and spreadsheet capabilities pretty quickly with that."

For example, Bayless said, "We'd have a database for rep attainments in North America for Q1. If I wanted to look at every quarter for the past three years, that's 12 databases."

In addition to the sales reps, he said there were anywhere from 30 to 50 people in finance at any given time who were working with the existing spreadsheets and databases. Added Bayless:

    It was impossible to turn around analytics. It was impossible to turn around reporting in any reasonable period of time. People were doing a really good job ensuring we were paying accurately, I just wasn't sure we had analytics in place to make sure we were paying the right amounts to the right people based on right-sizing that region.

Bayless said that what he was looking to accomplish fell into what might be considered "soft" metrics. "I was trying to improve sales rep productivity. Having each rep spend five hours a month with a spreadsheet isn't productive. These were softer measurements, it's not a true revenue-generating, topline-building project."

Yet, after nine months of searching for a solution, Bayless said that all he could find were three or four vendors offering big implementations that would involve millions of dollars in capital expenditures and nearly millions of dollars in ongoing maintenance.

When Bayless finally found Anaplan, a cloud-based platform, his finance team worked with an Anaplan Solutions Architect to design, build, and test the new solution within a few weeks with no IT support.

That's right: No IT support.

"I was able to put the development and building in the users hands The business users know how to use it. It's not something I'm translating IT and then having them build for us," said Bayless.

Bayless noted that the business side's relationship with IT has changed over the past few years:

A couple of years ago, our relationship with IT was challenging. We would search for a solution for something, and we would go to IT with expectations that they would deliver a solution. But IT operates in same budget-constrained environment that we do. They're under as many, or more, budget constraints than we have. It was unfair to expect them to be able to find the budget to deliver everything that the business needs, when the business needs it.

The relationship with IT quickly went from 'We need this' to 'Here's a tool that, as long as it fits into your architecture vision and you are good from a security standpoint, we will actually develop what we need to use as long as you enable us to use the tool when we can.' It's become much more of a partnership.

The Anaplan solution itself has proven itself out, according to Baylesss:

We are doing territory planning, quarter modeling, commission calculation. We're able to do future forecasting and capacity planning, which use that same type of data. We're now able to build those things out using same tools and the same data source. Reports that used to be impossible to get across DBs and spreadsheets are possible. Calculations that used to take 24 hours or more to run now take less than a couple of hours. Instead of doing commissions on a weekly or monthly basis, I can now do it on a daily basis. I can analyze it at quarter end on a multiple-times-per-day basis. What we've basically gotten to is a real-time commission visibility model.

For Bayless, though, the biggest soft ROI gain is reducing the time that reps spend working with commissions data or order data. "The amount of time they spend crawling through spreadsheets or crawling through order data is three- to four-times reduced. It doesn't go to zero, but it's down from 10s of hours per quarter to single digit hours per quarter."

Another bonus is that sales teams have now started coming to Bayless with ideas on how to use the exact same data to do forward-looking forecasting and planning. "If we're successful in that, we've got a lot more potential inside of McAfee to unlock a lot of value," said Bayless.

What do you think about business users taking tech matters like this into their own hands? Are they doing IT a favor by solving a departmental problem without demanding your time and budget? Or are you worried that they're becoming so empowered that they'll be tempted to cut IT out of the mix altogether?

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eethtworkz   Solving Tech Problems Without IT   8/10/2013 12:35:10 PM
Re: IT Department as a tool
Zaius, While I agree in principle with your sentiments here the relationship between IT and business has evolved considerably in the last 4 years or so, especially since both cloud, byod and apis have caught on in a big way with consumers today. One cant deny that fact and one also cant escape the inevitable consumerization of iT this is what susan is talking about here.IT better adapt fast or risk becoming obsolete here. Funds should not be your only excuse for lack of delivery of services to all consumers.
chris.had   Solving Tech Problems Without IT   8/10/2013 11:08:25 AM
Re: IT Department as a tool
@Zaius: Excellent comment. IT was something novel long time back but right now things have changed dramatically and IT has become the heart of any organization and it its business process. You simply cannot do anything without IT these days since many have identified the importance and the easiness when you combine your work process with IT.
Zaius   Solving Tech Problems Without IT   8/9/2013 11:58:32 PM
Re: IT Department as a tool
Solving any problem without IT is almost not feasible. IT reaches and touches everyone. Even if, a sales team is planning to perform better, they can do it with more ease if they seek IT's help. Sometimes, it is difficult to formulate a 'non-IT' route to the solutions of Tech problems.
Joe Stanganelli   Solving Tech Problems Without IT   8/9/2013 10:02:52 PM
IT Department as a tool
Re: "What do you think about business users taking tech matters like this into their own hands?  ...[A]re you worried that they're becoming so empowered that they'll be tempted to cut IT out of the mix altogether?"

It seems to me that this is empowerment business users should and always have ultimately had.  IT exists to support the business user -- not the other way around (as much as a few IT individuals might like to think).   IT is a way of getting things done.  This situation strikes me as little different from owning a toolbox but deciding to hire a contractor anyway.

That said, IT serves important (including vital) business functions.  Ultimately, though, the business is about -- well -- whatever the business is about, whether that's selling widgets or a particular service.  If you spend too much time and resources on something that is "one off" from your bottom line, it's time to reevaluate how you're doing things.  That's why solutions like this are great.
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