INFORMATION SYSTEMS @

HUL

Presented by:Amandeep SinghJasdeep Chawla

Pooja KhullarPrabhjot kaur

CRM(Customer Relationship Management)

Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers

CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.

CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

Use of CRM in Hindustan Unilever:

Front office operations

Back office operations

Business relationships

Analysis

Operational CRM

SCM

• The objective is to catalyze HUL's growth by ensuring that the

right product is available at the right place in right quantities,

in the most cost-effective manner.

• HUL's products, manufactured across the country, are

distributed through a network of about 7,000 redistribution

stockiest covering about one million retail outlets.

• The general trade comprises grocery stores, chemists,

wholesale, kiosks and general stores.

Activities

SCM

Product Development

Production

Sourcing

Logistics

Components of SCM

Customer Service – Front end Customer Service – Plan Supply management Manufacturing

ERP(Enterprise Resource Planning)

• Transaction Processing System.

• Generating historic reports.

• Designed for internal use.

• Implements sequential planning.

• It helps to enhance its supply chain system, check

stock inventory online, and gain a deeper

understanding of customer requirements.

Areas of application

• Performance Appraisal and Competency

Enhancement system.

• Performance Development and Planning

system.

• Legal Back-Office System.

• Generating Branch Reports.

WAN(Wide Area Networking)

Chennai

Delhi

Mumbai

Calcutta

HUL WAN Overview

Satellite

Internet

Airtel, BSNL,

Reliance, Tata

Remote

VSAT NETWORK

BangaloreUnilever BT-GVPN

• 260+ Last Miles (LL + MPLS)• 15 Metro Ethernet links• 110 Mbps MPLS B/w on CORE• 191 VSAT Sites – Total.• Primary VSAT b/w to 47 sites• 45Mbps for DC-DR.• 12 Mbps Global MPLS• 50 Mbps Internet.

Network Growth Trend (2005 to 2008) HUL

2005 2006 2007 20080

50

100

150

200

250

300

Leased Line Trend

P2P ISDN

ME MPLS

Sites Total B/w

• P2P, FR links give way to MPLS and MEN• MPLS and MEN give L2 and L3 functionality• ISDN and FR almost obsolete in current scenario

Trends : Ethernet—The “Next Utility”

WaterGas

ElectricityEthernetEthernet

Dominates the LAN

•Native interface

•Plug-n-Play

Flexibility

•Bandwidth can be added in small increments as and when

required

•Single interface can connect to multiple services

•Internet, VPN, Extranet supplier, Storage Provider

Advantages : Ethernet as a Leased Line

Cont…

Ease of use

• Widely available, well understood technology.

• Simplifies network operations to enterprises.

Cost Effectiveness

• Widespread use of Ethernet interface.

• Purchase bandwidth only as and when needed.

• No need to add hardware for upgradation of bandwidth.

Why does Enterprises need Ethernet?

64 Kbps128 kbps

2 Mbps

45 Mbps

155 Mbps

622 Mbps

2.5 Gbps

Gaps in Data Services

Branch Office Intranet 64 kbps to 10 Mbps

Enterprise Corporate VPN 2 Mbps to 100 Mbps

Enterprise Corporate Internet

Enterprise Business ContinuityInternet Access

100 Mbps to 1 Gbps

Storage Area Networking 1 Gbps and above

Service Provider POP to POP connectivity

SP metro connectivityE-commerce Hosting

100 Mbps to 1Gbps1Gbps and above

Some Applications with Flexible Bandwidth Needs

Provide “Carrier-Class” Data Service (Private Line) with Flexible Speeds

Metro Ethernet Network in HUL

• Introduced by Reliance Communications in 2005,

first link commissioned between Bangalore and

Mumbai (5Mb).

• HUL saw great cost benefits in terms of Device

requirements and bandwidth upgrades.

• Link stability and ease of use has improved

acceptability within HUL, all major offices are

connected on MEN only.

Cont…

• MEN so far very stable and gives better uptimes.

• HUL uses Bandwidth on Demand Extensively.

• Currently HUL has 15+ ME links, with aggregated

capacities of 64Mb+ on MPLS, 125Mb+ on ME

P2P, 45Mb+ on Internet.