What we do at Vector. Debtors & creditors. Supply chain planning Call centre services Field marketing

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1

2 Me

3 What we do at Vector Warehousing Distribution Debtors & creditors Supply chain planning Call centre services Field marketing

4 Overview - services

5 Overview - services Customer relationship management Order management Inventory management Warehouse management Financial management Transportation management Human resource management Business intelligence Implemented SAP users

6 Vector in the RCL Group Warehousing Distribution Supply chain intelligence ZamChick ZamHatch Sales solutions

7 Overview - clients Principal secondary distribution

8 Overview - clients Customer secondary distribution

9 Vector footprint in SA Botswana Limpopo Province Tzaneen Polokwane Windhoek North West Tzaneen Rustenburg Gauteng Wolwehoek Roodepoort Midrand Mpumalanga Nelspruit Swaziland Namibia Northern Cape Free State Bloemfontein Lesotho Newcastle KwaZulu Natal Durban Hammarsdale Eastern Cape Cape Town Worcester Western Cape George Port Elizabeth East London Plant-based cold storage Distribution centre

10 Vector footprint in SA employees R14bn sales 410 vehicles orders per week drop points 16 distribution sites 43m cases pa 5 plant-based cold stores

11

12 Project background

13 Project background role of SAP CRM CRM critical to Vector s daily sales and customer services

14 Project background - successful track record with SAP CRM

15 Project background - successful track record with SAP CRM

16 Call Centre challenges

17 Project objective Step change our interface with our customers Enable a world class customer service centre With the right structure Best practice processes Appropriate technology

18 Call Centre challenges

19 Move from Call Centre to Customer Services Centre

20 Functional requirement IVR Skills-based routing Soft phone Multichannel Click-todial Voic Integrated reporting Measure productivity As-is To-Be Incoming call Welcome to Vector Customer Service Centre Press 1 for orders/uplifts Press 2 to speak to an agent

21 High-level timeline Jul 2013 Aug 2013 Sep 2013 Oct 2013 Vendor selection Go live

22 Vendor selection Jul 2013 Vendor selection Shortlisted four leading call centre telephony solution providers Evaluated on demand versus on-premise solutions Undertook a comprehensive vendor evaluation process Evaluation criteria Weight Vendor capability 5% Functional fit 25% Ability to implement 20% Support positioning 15% Commercial mode 25% 100%

23 Vendor selection Functionality fit 25% Ability to implement 20% Vendor capability 5% Support positioning 15% Commercial model 25%

24 Vendor selection Evaluation criteria Weight Vendor 1 (on-premise) Vendor 2 (hosted) Vendor 3 (on-premise) Dimension Data (Cloud) Vendor capability 5% Functional fit 25% Ability to implement 20% Support positioning 15% Commercial model 25% Score

25 Evolution of telephony solutions 2013 Cloud 2007 Hosted 2009 Utility 2011 CCaaS Supplier owned limited tenancy Supplier owned multi-tenancy high agility Supplier owned multi-tenancy medium agility Supplier owned single tenancy Traditional client owned Client owned single tenancy

26

27 Preferred telephony solution Selected AVAYA as the telephony solution for integration with SAP CRM for the following key reasons: Cloud based solution Solid vendor track record Met all functional requirements Scalability of solution implement functionality as required Flexible purchase in monthly block units flex for seasonal peaks Quick to deploy Simplicity of solution Cost model opex based pay per use CRM

28 Telephony solution architecture

29 Telephony solution minimum integration requirements

30 Solution design CRM integration options

31 CRM - integration options Functionality AES connector URL API custom development Basic telephony IVR integration User entered code Simple CTI Screen transfer Cons Cons Cons Cost Lead time No local support Multiple sessions Slow response Time New development

32 Solution design inbound calls PSTN Avaya telephony system IVR data Retrieval SAP CRM CTI custom development Avaya One-X Screen-pop SAP CRM WebClient

33 Solution design outbound calls SAP CRM WebClient Avaya One-X PSTN Avaya telephony system

34 SAP CRM API Integration - Inbound

35 SAP CRM API Integration - Outbound

36 SAP CRM customer and agent reporting

37 Project timeline phase 1 (coastal) Jul 2013 Aug 2013 Sep 2013 Oct 2013 Vendor Selection POC Execution Training Go Live

38 Project timeline phase 2 (Inland) Feb 2014 March 2014 April 2014 May 2014 Execution Training Go Live

39 Go-Live Coastal 21 st Oct Inland 12 th May

40 Key success factors Business ownership is key Strong project management across multiple teams Change management for internal & external stakeholders

41 Project outcome Leveraged the power of SAP CRM with integrated telephony Implemented a scalable and flexible solution Solution is cost effective Realised quick time to value Step change our interface to our customers

42 Thank you Questions

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