MuleSoft's approach to driving customer outcomes centers around three pillars: business outcomes, technology delivery, and organizational enablement. They provide six paths for customers to focus on along with playbooks for each path. The goal is to establish a foundation, build to scale, plan for success, and measure impact. MuleSoft offers services like Catalyst Launch to help customers deploy Anypoint Platform, implement initial use cases, build a Center for Enablement, and develop dashboards and KPIs. They work closely with customers to ensure success through customized delivery approaches, offerings, and engagement styles.

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MuleSoft’s approach to driving
customer outcomes

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Introductions
2
• Josh Rutberg
– Senior Director, Customer Success
– LOYAL3, Managing Director
– Bain & Company, Partner
• Jerome Delune
– VP Services, Americas
– SAP, various roles

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Agenda
3
• Share MuleSoft’s approach to driving customer outcomes
• Discuss how we help our customers along their journey

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10%
% of IT projects that are delivered on time, on
budget, and meeting the technical objectives
• Lack of alignment around
business outcomes
• Lack of organizational
enablement
Common reasons for failure
Source; The Standish Group’s CHAOS Report, 2011 and 2013
Only 1 of 10 projects succeed during delivery

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MuleSoft has a unique delivery
approach to make you
successful and avoid those
pitfalls

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Developed and hardened through years of
experience with 1000+ enterprise customers

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Business
outcomes
Organization
enablement
Technology
delivery
Centered around 3 core pillars
7
Customer
success

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6 paths for you to focus on
8
Business
outcomes
Technology
delivery
Org
enablement
Business outcomes
Anypoint Platform
Center for Enablement “C4E”
Internal support
Training
Projects
Establish the foundation Build to scalePlan for success Measure impact

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Playbooks for each path for you to follow
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Business outcomes playbook
Anypoint Platform playbook
C4E playbook
Internal support playbook
Training playbook
Projects playbook
Business
outcomes
Technology
delivery
Org
enablement
Establish the foundation Build to scalePlan for success Measure impact

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The C4E foundation playbook, for example
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Business outcomes playbook
Anypoint Platform playbook
C4E playbook
Internal support playbook
Training playbook
Projects playbook
Business
outcomes
Technology
delivery
Org
enablement
Establish the foundation Build to scalePlan for success Measure impact

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Initial launch of Anypoint
Platform including
common services
Refinements to Anypoint
Platform configuration and
common services
Review platform KPIs
Prioritize IT projects and
quick wins
Execute on quick wins and
projects
Review project outcomes
Staff the governance
teams
Review C4E KPIs
Determine roles required Conduct skills assessment
Onboard MuleSoft
Define internal support model
Launch internal support team
Publish self-serve materials
and support guidance
Monitor and manage
Anypoint Platform Review support KPIs
Measure business
outcomes
Align on business outcomes
and KPIs
Develop the governance and
reporting plan
Monitor and manage
Refresh business outcomes
and KPIs
Establish reference
architecture
Build platform roadmap and
implementation plan
Schedule projects and
staff teams
Assess integration capabilities
Agree on C4E as critical org
enabler
Evangelize C4E
Drive consumption
Agree on the C4E
operating model
Build and publish
foundation assets
Execute training plan
Refresh training plan
Train initial team
Develop overall training plan
Business
outcomes
Technology
delivery
Org
enablement
Establish the foundation Build to scalePlan for success Measure impact
An integrated blueprint to achieve your outcomes

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The MuleSoft team is here to help you
Account team
• Maintains the overall customer
relationship
• Ensures you have the right
product, architecture and
resource coverage to ensure you
are successful
Professional services
• Deliver targeted service offerings
and best practices to help you
achieve your outcomes
MuleSoft partners
• Bring specialized experience
and expertise to help you
achieve your business
outcomes
MuleSoft
customers
Support
Training
Services
Customer
success
Customer success
• Helps you achieve your business
outcomes by guiding you through
the overall delivery process
• Your conduit to MuleSoft to
ensure your voice is heard
Training
• Offers role-based training and
certifications enabling
developers, architects and
operations individuals to use
Anypoint Platform
Partners
Technical support
• Provides rapid resolution to
technical issues arising from
using Anypoint Platform Account
team

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Agenda
13
• Share MuleSoft’s approach to driving customer outcomes
• Discuss how we help our customers along their journey

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Build the
100-day plan
Assess your
internal capabilities
Review project
backlog to prioritize
Begin building Anypoint Platform
Build the first prioritized project
It’s easy for you to get started
Establish the foundationPlan for success

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We have offerings to help you succeed
Establish the foundation Build to scalePlan for success Measure impact
Business
outcomes
Technology
delivery
Org
enablement
Catalyst Launch
Catalyst C4E Foundation
Catalyst Talent Foundation
Catalyst Scale Catalyst
Optimize
Catalyst C4E
Scaling
Catalyst Talent
Scaling
Catalyst C4E
Assessment
Catalyst Skills
Assessment

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Catalyst Launch service offering
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• Aligned set of business outcomes
• Anypoint Platform deployed
• 1-N use cases rolled out
Catalyst Launch service offering includes customizable deliverables across all
6 paths that support each customer’s unique situation.
It includes:
• Functioning C4E
• Internal support model
• Training plan launched
• Dashboards and KPIs developed

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Case study – global medical device manufacturer
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● Challenge: audit compliance and recall
management
● Backlog of 700 IT projects
● Outdated, paper-based product
management
● Proliferation of systems and
technologies from acquisitions
● MuleSoft professional services and customer
success support them to:
● Built deployment roadmap aligned to
business priorities
● Built C4E
● Implemented initial use cases
● Results
● Product Recall API implemented
● API’s now built in 1 week vs. 4-6 weeks
● Significant decrease in project backlog

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IT projects prioritization
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• MuleSoft worked with the
customer to re-prioritize their IT
project backlog:
– Inventory all existing IT projects
– Profile based on business impact,
complexity, integration patterns
– Re-prioritize based on synergies and
re-usability
50% reduction in IT project backlog
50% reduction in IT project backlog,
allowed customer to free up developer
resources to work in high-growth
initiatives.

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Business Outcomes Technology Delivery Org Enablement
Digital Transformation • New Products
• Omni-channel
• NPS
Additional Revenue
attributed to IT
• New Mobile App
• Customer upsell
• Churn decrease
Business Agility &
Innovation
• APIs exposed to
third parties
• Fail-fast
Developer Productivity • Developer hours
freed for projects
• Time to MVP
• E2E Time to deliver
new services
Technical Debt • Legacy P2P
migrated to
Anypoint Platform
• Developer Hours
spent on
maintaining legacy
CapEx/OpEx/TCO • 2017 vs. 2016
Capex Integration
Spend
• Contractor hours
Platform Adoption % of new interfaces utilizing
Anypoint Platform vs. legacy
or P2P methods
CI: CD Interlock % of code run through automated
testing, deployment systems
Return on Assets
(Re-Use)
Rate of consumption of core re-
usable assets (System APIs)
Project Backlog Project backlog clearance rate
API Led Reference
Architecture
API Led patterns are default
mechanisms for integration
Number of
Discoverable APIs
Number of APIs available via
Anypoint Exchange
Common Services Consistent approach to logging,
security throughout enterprise
Defect Rate Rate of errors in sprint cycles
C4E Core Team Core C4E Lead and
contributors established
C4E Consumers C4E consumption patterns in
place
Asset Creation
Rate
API creation and publish to
Anypoint Exchange
Asset Consumption
Rate
APIs consumed via self-
service (Anypoint Exchange)
Certified Staff Architects, Developers,
Operations certified against
plan
Total number of
hours training
Total number of training
hours or training credits
burned against plan
# of Brownbag or
Lunch n Learn
Sessions
‘API led’ workshop to
evangelize the model and
consumption patterns
Support Cases
Support
Costs/Scalability
metrics
Rate of S1 and S2 support
cases logged
System Downtime due to
code instability /brittleness
Potential for Improvement Needs Improvement N/A / Not a priority
KPI dashboard
Success

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Training plan / role-based paths
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• Recommended training
approach includes:
– IT skills self-assessment
– Agree on key roles and role-
based learning paths
– Certifications as benchmark
– MuleSoft skills assessment

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Communication / evangelism plan
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• Make communication and evangelism a priority to drive platform
adoption and success
Sample
Communica-
tions and
Evangelism
plan

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We work with you, “your way”
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Customer
P
Embedded delivery
Partner co-delivery Partner onboarding
High-touch enablement
Customer Customer
Customer
P
A highly
leveraged
engagement…
…in
collaboration
with partners
(We enable you directly)
We co-enable you with partners)
(We are embedded as part of
your teams)
(We enable your partners)

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In summary
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• MuleSoft has a unique approach to make our customers wildly
successful:
– A recommended delivery approach, based on our cumulative experience
– Offerings that are customized to your specific needs
– Engagement styles tailored to you
• If you have any questions please feel free to reach out directly to:
– Josh Rutberg
– Jerome Delune
– Your AE
– Your CSM

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Thank you!