Automating the Enterprise

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Automating the Enterprise

• True Customer Relationship Management

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Great Plains

• 2000 Team Members Worldwide
• Headquartered in Fargo, ND, USA
• NASDAQ GPSI
• 132,000 customer sites worldwide
• Provider of Back Office and Front Office
  Solutions for SMB Midmarket Enterprises

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Siebel Systems, Inc.

• Founded in 1993
• San Mateo, California
• 7,000 Employees Worldwide
• 30 Countries, 100 Offices
• 2 Billion Revenue Run Rate
• Largest eBusiness Provider

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Business Without CRM
I dont have that information in this system.
But if you call back
One of our repair techs will be there either
Tuesday or Wednesday, sometime between 8 and 5.
Have you called here before?
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Customer Interactions
Sales calls Telesales Tradeshows Quotes Installati
on Customer service calls Orders/Inquiries Web-sit
e visits Field service calls Returns for
repair ATP requests Satisfaction surveys
Your Customers
Your Business
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CRM

• Business Strategy combined with application
  technology which improves customer acquisition
  and retention.

Improved Customer Acquisition and Retention
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What Do CRM Applications Do?
Sales Calls Telesales Tradeshows Quotes Installati
on Service Calls Orders/Inquires
Your Business
Your Customer
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Why are Companies Deploying CRM Applications?
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Acquiring Customers is Expensive
It is 6-7 times more expensive to gain a new
customer than retain an existing customer
(Harvard Business Review)
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Keeping Customers is Profitable
Profit
Time
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Why are Companies Deploying CRM Applications?
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What Problems do CRM Applications Solve?
Etc . . .
Inconsistent levels of customer service
Custom product or package requests
Inaccurate, labor intensive forecasting
Disparate systems for tracking leads, contacts,
competition and activities/schedules
Long Sales Cycle
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Why are Companies Deploying CRM Applications?
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The Internet has Changed Customer Expectations
No Geographies 24 X 7 Customers have more
choices Self-Service
Expectations
Yesterday Today
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Customers Want Choices

• Web Email
• 24x7
• Visual

Web Email

• Call Center
• Convenient
• Immediate

Call Center

• Field Visits
• Hands-on
• Consultative

Customer
Resellers

• Resellers
• Local
• Multivendor

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Front Office Vs Back Office

• Linear vs. Non Linear Processes
• Back Office is linear
• Process a SOP order gt relieves inventory, sets up
  A/R, ledger transactions flow to G/L accounts
• Front Office processes often non-linear
  (particularly Sales and Marketing)
• Controls vs. Few Controls
• Back Office one can count the inventory, confirm
  the A/R balance with the Customer, verify the G/L
  account Posting
• Front Office there are no control points,
  particularly in Sales and Marketing

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CRM is not Complete Without Back Office
Integration
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The Integration ManagerBuild Map and Define Rules

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Value of Integration
Operational Metrics
Customer Metrics
Reduced Costs (Inventory)
Increased Revenue
Extending the Enterprise
Customer Satisfaction
Product Defects
Customer Churn
Time To Market
Reduced Costs
Back Office Reduce Costs Increased
Quality Flexible Production
Front Office Revenue Growth Customer
Intimacy Global Relationships
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CRM Plus Backoffice Solves More Problems
Etc . . .
Customer life cycle management
Commerce sites with accurate stock quantities
Customer purchase and payment history
Sales people know inventory status
Support reps have contract visibility
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True Customer Relationship Management
The Internet
Your Customer
Back Office
Front Office
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Change Drivers

• Operational Needs
• Continued growth had made it a necessity to find
  a integrated front and back office solution.
• Desire to formally insert our customers into our
  information infrastructure.
• Strategic
• First mover advantage
• Ability for our customers and partners to
  collaborate on the progress of the their
  construction project
• Ability to harvest construction industry data and
  leverage that into new opportunities.
• Needed the process, systems and infrastructure to
  replicate a successful service model to enable
  expansion

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Front Office Key Requirements

• Integration of Web- Front Office- Back Office-
  Support
• Easy of use
• Configurable (not customizable) to meet the needs
• Cost of ownership
• Speed of implementation

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Possible Operational Benefits

• Revenue growth
• True collaboration among ourselves and with our
  customers
• Improved CRM and Financial processes
• Comprehensive, enterprise wide data aggregation
• Once-only data entry
• Complete view of customer, product, order history
  

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Possible Strategic Benefits

• Time to market
• Transition to Clicks Mortar Model _at_ little
  additional cost through eChannel application
• Consolidation of Customer View shared across
  Enterprise
• Tremendous data aggregating and warehousing
  opportunities created for ourselves and our
  customers

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Impressive Results
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21
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Growth
Revenue
Customer
Satisfaction
Increase
Employee
Productivity
Gains
Return on Siebel Investment 10 Months
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Project Success Factor

• Formal Project Structure (both Back Office and
  Front Office)
• Project management in each domain
• Overall project manager

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Tips and Techniques

• Know the Domain
• CRMCommunity.com
• Virtual Selling
• Cyber Rules
• Set Realistic Expectations
• Under promise and over deliver
• Talk about what you know, not about what you dont

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Tips and Techniques (cont)

• Know the capabilities of the product
• Self learning
• Great Plains University
• PartnerSource
• Learn the Clients Business Process
• Requirements Analysis
• Interviews
• Review legacy systems

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Tips and Techniques (cont)

• Gap Analysis/Features Map
• Understand the business process
• Understand GPSFO capabilities
• Tie them together
• Document, Review, Get sign-off
• Process, gap analysis, scope, project plan,
  training, testing, transition
• Review and come to agreement
• Acknowledge with a signature

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Tips and Techniques (cont)

• Front Office/Back Office Integration
• Both the front office/back office implementation
  teams need to know the data flows
• Review the functionality early and often in the
  project

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Demonstration

• Soft IT Company Limited
• 540 Mercury Tower 2nd fl.
• Ploenchit Road, Bangkok 10330
• Tel [phone]
• Fax [phone]
• Email info_at_softit.co.th