CRM in manufacturing & distribution

Maliya F

Content

Challenges Planning CRM presence Case Studies Forecast

Lack of visibility and approach undermines sales activity

Unpredictable sale outcome

Lack of transparency lead to pipeline and revenue leakage.Inability to real time access lead to lack of coordination exposes key account to competitors.Huge discount erode profitability and revenue generation ,which limit assessment and validation of credit risk .

Insight across sales & marketing is critical to maintain relevance in highly competitive market with highly empowered customers demanding an evolving mixture of products/services/solution

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Misalignment b/w planning and execution.

Lack of visibility into sales across channel.Inability to sell an evolving product/service/solution due to inadequate coverage to yield revenue opportunity

Decreased customer satisfaction

Customer can pull-out due to non availability of right product.

Error prone order impact revenue customer satisfaction ,suffering lack of customer trust in the product services at the end.

Channel

Sales

Direct

Customers

Lack of end-to-end integration causes high cost of service

Lack of integration between sales & marketing.Implication.Outdated & difficult access to keep information.Limited ability to offer targeted products, services and long term contract

After sale service business often fail due to operational inefficiencies and lack o integration between sale, service and marketing

Lack of parts visibility Implications.Inventory not at the right place and or in right quantity.No visibility across global part supply chain.Inability to optimize storage and distribution of parts.Inability to effectively plan the entire part supply chain,colloborate with suppliers and customers.

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Lack of installed base transparency Implication Slow response time.Inefficient customer service process.No complete view of customers Limited ability to access terms of SLAs.Low first time fix rate, caused by lack of upfront visibility to skill, tools and spare part needed to fix the problem.

Operational inefficiencies Implications.Inefficient scheduling of field service staff.Inefficient deployment of technique.Lack of availability of skilled technique to service specific equipment .Limited ability to access terms of SLAs.

Coordinated strategy accelerate deal through “The Sale Cycle”.

Transparent process & qualified pipelineBenefits.Monitor pipeline performance by real time access and respond immediately pertaining to the changing market and deal condition.360 degree view of sale cycle (Indirect or direct sale)Clear boundaries and consistent erection boost sales effectiveness.

Streamlined business ensure accuracy, consistancy and coordination leading to improved efficiency and effectiveness across consumers and sales channel

Capture “market” by strategic planningBenefits.Identify and nurture small opportunities with solutions/services/pricing.Target oriented planning across sale s channels increases forecast accuracy

Balanced demand chainBenefits.Flawless ATP based upon actual fulfillment capabilities.Full traceability of order till delivery is made.

Integrated after sales service unlocks profit potential

On time part delivery Benefits.Improve on time delivery lower inventory holding costs, operational cost including labor costCompliance to SLAs lead to improved customer satisfaction and avoidance of contractual penalties

Aligned after-sales service operations help generate profitable growth

Revenue and profit marginBenefits.

Increase revenue and margins.Increase share of wallet among installed base .Ensure additional and repetitive revenues from existing customer base

Customer satisfactionBenefitsHigher first call resolution rate and compliance SLAs lead to improved customer satisfaction.Improved customer loyalty and resolution.Decrease cost of service operation.

Cost efficient service deliveriesBenefitsReduce costs with efficient utilization of available resources while meeting customer commitment.Compliance to SLAs lead to improved customer satisfaction and avoidance of contractual penalties.

A simpler view…..

More customer data will be available.

Loyalty management when B2C or B2B2C. Marketing will do smaller, direct and better targeted campaigns with a sales force. Sales will start to manage opportunities. Contracts and order management will change and there will be more connected channels to clients.

Service will be automated, depending on sub industry and connected to rest. All process will be

Internet Call-Center Sales Partners

Existing data to all and in better structured way. New data-contacts, activities, call visit etc. There will be more customer feedback collected.

Connected Monitor-able and analyzable

A Closed CRM

Customers

Lead Procurement

Contact Management

Opportunity Management

ContractsMultichannel

Ordering

Finance

Service & Support

Lead Generation

Client Retention, feedback

Activity Management

Campaign Execution

Campaign Planning

Segmentation

Sales

Marketing

CRM enable you to gain competitive edge by knowing your customers and transferring that knowledge into successfully market strategy for future growth

Integration of SAP with CRMCompanies like yours can integrate both SAP and CRM to improve relationship with customer and dealers ,to enhance communication & increase profit.In addition CRM suit can help global companies to understand and adapt to shifting demands and service performance across all region.

BENEFIT OF IMPLEMENTING CRM IN AUTOMOTIVE INDUSTRY

Enabling collaborative, customer centric businessCRM solution integrate, support for key automotive and business process including brand and customer management, manufactured part life-cycle, distribution interaction center, service part s management ,warranty management, dealer business management, analytical business process visibility. This Software focuses on 360 degree of people, sales and technology.

Better communication across all channels.Makes channel integration across al network, possible in a cost effective manner & support key business process.Using contact and vehicle management tools, you can incorporate end-to-end customer information and history into sales process, providing brand owners with a single comprehensive view into all information relevant to sale account.

Increase revenue and cut costs across the Value chainIncreased efficiency and reduced friction between dealer and brand operation.Improved brand & customer management by enhancing access to customer information across channels and access points.Better channel management, enabled by CRM to collaborate seamlessly from OEM to dealer point of sale

Build brand equity and customer loyalty CRM solution help structured and highly individualized customer treatment initiative across multi channel including cal centre, brand third party website & dealer network.With digital asset management tools all of your digital and rich media files such as broker-and-flyers will be available in a central repository. It also enable you to trace marketing expenses using scenario planning and financial forecasting tools.Closing Loop on customer interaction cycle.CRM Solution provide s a customer interaction center-tailored for automotive industry ,that give you access to the information which you need to implement case handling, marketing campaign ,customer satisfaction surveys, complaint, appraisal, service request, cal back and accessory sale.You can also manage and track complaints to ensure proper resolution and provide higher quality customer service around the clock.

Our Team’s Global Experience

MSCRM 4.0 Implementation for Singapore Servicemen Club

MSCRM 3.0 Implementation for a Middle East Free Trade Zone

MSCRM 3.0 & SharePoint for a Middle East Public Sector

QlickView Business Intelligence - Singapore Deposit Insurance

Siebel Upgrade to 7.7 for Leasing Company in Germany

Siebel 7.7 Integration (EAI) for Leasing Company in Germany

Siebel 7.8 App Support for Citibank in USA, UK and Singapore

Siebel 7.8 EAI & Reports for major French Electric Mfg. company

Siebel 6x Upgrade for Citibank in Japan

Siebel 6x Implementation for Banks in Bangkok

Vantive Implementation for Jurong Town Corp. in Singapore

Case Study # 1

LEISURE Club Mgmt. System (Singapore)

Customized MSCRM MSCRM application to manage activities of a

network of clubs providing social, recreational, and educational facilities for military personnel

System had to be heavily customized to accommodate several unsupported features

MODULES: Memberships - Interest Groups - Insurance – Renewals – Automated Alerts - AGM - Member Feedback - Payments

Business requirement called for heavy integration with other apps which was not possible with the integration tool, Scribe

Incorporated several custom modules using ASP.NET for Integration with other systems

Field level security was implemented for many relevant custom entities

Implemented 60+ workflows for business rules including nearly 10 complex ones

Customized the application to provide several intuitive features that significantly enhanced the usability and user productivity

MSCRM 4.0 | SQL Server 2008 | MS Excel | MS Word

Landscape Overview

Case Study # 2

COMMERCIAL PROPERTY MARKETING Free Zone in the Middle East

Sales, Marketing & Services The Free Zone was established with the

objective of providing a hassle free business environment to the investors

Scanning facility provided to the members to successfully incorporate the documents within the same form

Most advantageous in sending the reminder to the members systematically using Email Templates instead of manual process

Auto email functionality implemented using unsupported customization

Implemented 25+ workflows for business rules including nearly 10 complex ones

Incorporated several custom modules using ASP.NET and webservices

MSCRM 3.0 | ASP.NET | C# | SQL 2000 | JavaScript | Word & Excel

Landscape Overview

Case Study # 3

PUBLIC SECTOR Public Sector Benefits Mgmt

Citizen Benefits Administration Comprehensive system for citizens that

effectively monitors and maintains the modules such as Housing, Legal, Medical, Education, etc.

Various documents pertaining to citizens were digitized and maintained in a Sharepoint server that was integrated

Every citizen was provided with a portal page that gave a complete snapshot of details including entitlements

Incorporated several custom modules using ASP.NET for Integration with other systems

Custom programming was done to enable displaying of images

Incorporated custom code to portray complex relationships among citizen households

MSCRM 3.0 | SQL Server 2000 | ASP.NET Javascript | Sharepoint | Excel & Word

Landscape Overview

Case Study # 4

INSURANCE Deposit Insurance App (Singapore)

Business Intelligence System The entity collects premium contributions

from scheme members, manage the Deposit Insurance Fund, compensate insured depositors and educate the public.

System was heavily customized to accommodate several unsupported features

Involved inbound data feeds from mainframe system and outbound formatted report to external systems

Reports confirmed to SDIC specifications

Automated daily generation of reports

Developed a special tool to logically split Qlikview reports into multiple parts for delivery to different individual users

System resulted in big cost savings

Wrote custom code to integrate Qlikview reports with third party tools in order to save the reports in user desired formats.

Qlikview 10.0 | SQL Server 2008 | Microsoft IIS 7.5 | VB Script

Landscape Overview

Case Study # 5

LEASING Actuate – BI Publisher

Migration Sales Application

Siebel Sales application used by Sales & Marketing

Application was implemented in German language and Actuate was used for Report generation

Since Oracle withdrew support on Actuate, Client opted to migrate the reports to BI Publisher. A Migration tool was used to convert basic reports

About 20+ complex Actuate reports were re-developed in BI Publisher

All aspects of the Actuate reports were covered in BI Publisher without any compromise

Used Utility to convert Report Objects to Integration Objects and also to convert .BAS files to .RTF files

Siebel 7.7 | Actuate Version 7 | BI Publisher Version 10.1.3.4

Landscape Overview

Case Study # 6

MANUFACTURING COMPANY Siebel Integration (EAI)

Call Center Application A Siebel Call Centre app was used to keep

track of sales and service for UPS units. The application is integrated with Oracle Apps. Actuate is used for Report generation. A resource scheduling software (“Scheduler”) was used for fulfilling service reqs

Business objective was to integrate the Scheduler with Siebel Application to enable Activity Scheduling for service reqs

This enabled the Siebel users to send all activity related data for a customer to the Scheduler application

Once the Scheduler allocates and schedules a resource, a message with relevant status was sent back from Scheduler to the Siebel application

Created Inbound and Outbound Webservices to send/receive information between Siebel and the Scheduler

Siebel Call Centre Application 7.8 | Actuate Ver 7 | MySQL Database

Case Study - Siebel - iPad Integration

Project Background:

Building a new interface between iPad and Siebel Pharma Application allowing bidirectional exchange of data. Siebel Pharma was rolled out as a common back end where the crucial business process takes place. The vital entities (Account, Contacts, Activities and Products) were requested from iPad to Siebel as Master Data Downloads. Siebel provided the Corresponding data in XML format for the entities as Response message. The transactions happened in iPad application was pushed to Siebel application as XML, and was subsequently saved in Siebel database.

Challenges:

•Though experienced in integration between Desktop applications and Siebel applications , this is first Integration occurrence between iPad and Siebel application

•Significant revision of Schema structure in iPad application to match with Siebel structure for transaction processing.

Benefits:

•Improved Product quality and Compliance•Increased Customer centricity•Enhanced end - end communication between any of the Mobile devices with Siebel applications•Effective usage of Customer resources •Provision for changing the Sales plans, Activity Plans and Route Plans dynamically. •Cut the Operational Costs by 20%

Solution:

Provided assistance to client in generating the correct Siebel Schema structure to get the Updated Transaction Data.

MOBILITY INDUSTRYPharma Application

Landscape Overview

Siebel 8.1.5 | Oracle 11gIIS Server 7.5 | MS office 2010

DATABASE

Web

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Laye

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SIEBEL Business Process

Workflow

Sie

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Adm

inis

trat

ion

HTTP Listener

Service

Invocation Layer

Administration Screen

Webport

SOAP/ HTTP

WSDL

Siebel Pharma application used by Pharmaceuticals, Medical and diagnostic industry. Application was implemented in English language.

• Siebel receives the user Id of the Medical Representative as a request from iPad application to invoke the web service call for the master data downloads like Account, Contact, Activity and Product.

• The Master Data for the user Id is queried from the Siebel Database and sent back to iPad application as Response message

Siebel-iPad apps Integration (EAI Solution)

Request

Publish Transaction :

• User Creates new record or updates the existing data in iPad application and submits the data.

• The data is sent as a web service request to Siebel. Siebel creates a new record / Updates the records as necessary in Siebel Database and sends the row Id of the corresponding records as the response message.

Transactions

Master Data Sync

Case Study – Continued

Appreciation from the Practice head of a top-5 global consulting firm

“”

I want to express our deep appreciation for all the hard work you and your team have contributed to the Siebel engagement of our key client.

I particularly appreciate InDemand Infotech making this engagement successful and smooth in a very short notice and address critical issues we had

in Reports and Integration. We also thank InDemand Infotech in establishing their

expertise in Siebel CRM with our client stakeholders and for continued remote support from Chennai.

I hope to count on InDemand CRM consultants for our Siebel needs in the future.

Best Wishes,Siebel Practice Head

Customer Voice

Contact Us….

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Teynampet, Chennai - 600 18India.

Phone: +91 49017555/7590www.indemand.co.in

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