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1 CMS Distribution CASE STUDY Version: ed05. Unauthorised copying, duplication or reproduction is restricted. 1 / 7

2 About CMS Distribution CMS is the largest independent, value added distributor of IT data storage products and solutions in the UK and Ireland. The company is privately owned and generates more than 170m in revenue, is growing at 20% per annum and employs 200 people across four sites: Kiltimagh in Ireland, two locations in London, and Harrogate in northern England. CMS is looking to expand its operations through annual acquisitions. The company is strictly trade only and sells through both business-to-business and business-to-customer channel partners. It services thousands of VARs, resellers and consultants from multi-nationals to smaller, local IT companies. CMS resellers and vendors benefit from sophisticated logistics, extensive product and market expertise, and great customer services for which the company has become known and for which it is consistently awarded. By leveraging full EDI capability, its SAP platform, electronic feeds, real-time pricing and stock levels and fast online trading, CMS lives by its guiding philosophy to deliver operational excellence and exceed the expectations of all stakeholders. Website: 2 / 7

3 Key Business Challenges o Development of a new company-wide Customer Relationship Management solution to provide efficiency benefits and direct integration with live Enterprise Resource Planning system. o Decommissioning of existing parallel-running, non-integrated CRM systems (inherited further to recent company acquisitions) that require manual data synchronisation of customer and sales related information. o Integration of brand new Quote Tool functionality to support complex, real-time scenario-based calculations o Enhanced functionality to support: Sales and Quotes Marketing Customer Services and Returns Credit Control Rebate Management Client interactions. Our Solution o SAP CRM was implemented to provide a suite of technology that met the range of business needs as identified by CMS o Configuration of standard SAP function modules to provide rich functionality for: Accounts and Contacts Opportunity management Quotation and Orders (including Lean Order mapping for Quotes and Orders via SAP CRM to SAP ECC integration) Activities and Tasks o ECC solution to streamline contact management and create automated confirmation and invoice outputs o Enhanced developments to fine-tune the solution to the specifics of the CMS business need, including: Integration with QlikView to provide Business Intelligence analytics Enhancement to PDF Quote outputs to provide professional view and branding for customer Bespoke reporting solution to track sales forecasting and inactive accounts Migration of Contacts, Prospects and Opportunities from legacy CRM systems. 3 / 7

4 Fast Facts Application Maintenance Go Live & Post Go-Live Support End to End Testing Project Management GAURI Services Data Migration Solution Architecture Design and Build o CRM 7.0 EHP3 implemented with integration to ECC 6.0 EHP1 o Extensive Business consultation with CMS stakeholders to understand the project requirements; and present a proposal detailing an SAP solution that would meet the business need o New, single SAP CRM solution; replacing dual-running legacy systems o Integration with QlikView functionality to provide business intelligence dashboard, embedded within SAP CRM user interface. o Direct integration between CMS website and CRM enabling self-service for capture of customer information and credit applications o Complex pricing calculations to build dynamic what-if scenarios to support end-users when creating customer quotes o Positive and stable go-live that has been well-received by CMS stakeholders and end-users alike 4 / 7

5 Business Benefits o Fully integrated Account Management, with extensive fact sheet data to support Sales and Marketing teams including: Customer information Credit status Transaction history o Opportunity Management, with ability to use nested sub-opportunities, to set up, track, manage and report on sales opportunities o Sales Quote Tool (integrating with Opportunities) to enable construction of what-if scenarios via real-time stock checks and dynamic pricing calculations o Single click conversion of quote to order to reduce order capture time o Enhanced Campaign Management via recording of customer preferences using marketing attributes o Website integration to enable customer self-service for creation of end-user data and credit applications o Provision of business intelligence via QlikView reporting integration o Ability to record detailed interaction history with clients that can support creation of prospects; leading to opportunities, quotes and orders o Sophisticated Pipeline and Forecast reporting via linking of Opportunities, Quotes and Orders o Single point of access to customer and vendor information alike; maximising efficiency when responding to enquiries. 100% increase in quote to order productivity within 1 month of go live 60% Reduction in Software Processing Costs 30days Opportunity Pipeline clear of > 30 days ageing 25% Projected increase in processing accuracy 17% Rise in B2B Trade Team YOY Business 5 / 7

6 Looking ahead A second phase of the project is underway to further enhance the solution and build on the uptake of the initial release. CUSTOMER SERVICES o Improved Customer Insight by including more detailed information in Accounts records. o Streamlined internal processes linking Warehouse (returns receipting) with Returns Processing, Customer Services and Finance. o An Integrated CRM and ECC Returns Processing mechanism using Lean Order approach for seamless navigation, ease of use and to efficiently track the returns. o Automated notifications to customers throughout progress of returns processing. o Tailor-made Customer Service Team portal for ease of access, processing and information security. o Capability to quickly and efficiently search and identify Returns related documents REBATES o Seamless rebates Processing, integrating with CRM Sales Order processing already delivered in live system. o Capability to create Vendor Rebate Requests automatically in CRM with reference to Sales Orders to improve efficiency. o Automated creation of Rebate Contracts in ECC, triggering automated notifications o Customized Rebate Team work centres for easy access to carry out Rebate specific tasks. o Enhanced Vendor Account view to list open Rebate Requests for quick access to details and to easily track any open rebates. MARKETING o Closed loop Marketing functionality; enabling a single platform and connection with customers using multiple channels o Single view of customers showing customer activity to sales team o Intelligent multi-stage campaign automation derived from customer responses o End-user design of and letter templates for sales team o Customer segmentation using intelligent analytics into customer insight o Real-time, integrated analysis of campaign execution o Pipeline construction using campaigns through the sharing of product promotion and knowledge o Customer retention via automated notification of software license expiry dates and promotion of renewal plans. 6 / 7

7 About us Gauri is a growing SAP Solution partner providing great value, dynamic solutions focusing on best possible customer engagements. Our proactive and collaborative approach delivers quality solutions including Cloud for Customer, Grantors Management and Customer Engagement enabling customers to operate efficiently, adapt with agility, and grow sustainably. Gauri is recognised for our expertise in leveraging process improvement and technology enhancement, we deliver client specific requirements with personalisation, customisation and development. CONTACT US +44 (0) Extensive business experience means our teams provide industry knowledge for solutions in sales, marketing, service and social communications. To complement these processes, we also offer Customer Engagement Intelligence (CEI) and Predictive Analytics capabilities providing real-time business insight. https://www.gauri.com Gauri Ltd. Unit 2, Kingsley Court Kingsley Road Lincoln LN6 3TA 7 / 7 Design CLOUDPURSUIT

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