Case Study: Wacker Neuson s SAP Cloud for Sales Journey

Transcription

1 Case Study: Wacker Neuson s SAP Cloud for Sales Journey Sandy Reisenauer, Senior Business Analyst, Wacker Neuson 6/18/2015

2 Wacker Neuson Company Profile Wacker Neuson is a leading global manufacturer of light and compact equipment used in construction, gardening, landscaping and agriculture, as well as among municipal bodies Headquarters in Munich, Germany Offices in Germany, Austria, USA 40 Affiliates worldwide

3 Wacker Neuson Representation Sandy Reisenauer Senior Business Analyst Primary role is analyzing business initiatives and problems and develop solutions both operationally and strategically by developing and implementing business systems which meet the local and global business goals of improving customer service, productivity and profitability. Sandy teaches post-secondary courses at Lakeshore Technical College.

4 Strategic Goal Strategic, not tactical Sales as competitive differentiator Project goal:: Meet revenue and EBIT goals by increasing Field Sales Force (FSF) productivity and sales EBIT and efficiency goals: Reduce and ultimately eliminate the Field Sales Force (FSF) inefficiency incurred as a result of the lack of appropriate FSF process supporting systems lost when SAP ECC was implemented and the decision by the business was not to rebuild custom integrations to the existing CRM tool; SalesLogix. Business process improvement Facilitate customer needs and blending with the business Leverage entire infrastructure (CRM/ECC) for customer knowledge To support personalization Collaborative Be as responsive as possible to customers Analytics To help better understand the customer experience, requirements and improve process around it

5 Challenges and Pain Points The old CRM Sales Logix had been originally tightly integrated with the backend systems but the integrations were broken which prevented visibility of many inside sales and support activities User adoption of Sales Logix had been greatly decreasing due to the lack of integration and was used to complete minimal tasks and obtain small amounts of information FSF had never been able to answer questions regarding freight pricing, availability, or the status of a particular order on the fly these tasks required phone calls to the back office. Field Sales Personnel needed a more robust Sales force automation solution that could provide a 360 degree view of our customer s activities to allow our field sales force to anticipate the customer wants and be more responsive.

6 Evaluation Reviewed number of different CRM applications available in the market: SalesForce.com Microsoft Dynamics SAP C4C Already an SAP shop, use SAP ECC across the globe We were also using SAP CRM application in Austria for internet sales and rolled out a small on premise sales project in Germany SAP Cloud for Sales offered all the functionality that we were looking for in addition to being SAP product with native integrations out of the box. It made perfect sense for us to continue to go with an SAP product

7 Why SAP Cloud for Sales Clean user interface. Sales people don't want to click too many times to find screens with relevant information. They want everything to be accessed quickly and easily No need to plan regular upgrades to the application with large project plans. Huge advantage! The new enhancements come automatically Cloud for Sales offered nearly everything out of the box for this first step on our journey for Sales Mobility Quoting Outlook integration

8 Tangible Benefit to Sales C4C will be the foundation propelling us to meet our 360 Customer Focus Strategy Inside sales engagement will also increase productivity Built-in dashboards - real time information, anywhere, anytime Improve productivity of Sales Administrators & Dealer Analyst with fewer duplicate data entry points Improved field sales force productivity with mobility

9 Business Process Flow

10 Architecture and Data Flow

11 Order Status with Tracking

12 Order Status with Tracking cont..

13 Inventory Lookup

14 Road Map

15 Lessons Learned Engage Sales people from the start LISTEN TO THEM Show them how the standard functionality would work their process may not be as complicated as they believe Don t just automate broken processes Never underestimate the importance of change management Limit working on multiple large projects that affect each other at the same time Make sure the business is committed to providing resources

16 Future Plans Cloud for Sales - Post Go Live Enhancements Possible integration with SAP Contact Center for intelligent routing of tasks Hybris Marketing Cloud for Service Customer Self-service portal

17 Gains - Metrics Reduction in calls into back office Reduction in time to enter quote for light equipment Increase revenue provide answers regarding products quickly to obtain sale

18 Case Study: The Future Roadmap for SAP Cloud for Sales Scott Druckenmiller, the Head of NA CRM Product Management, SAP 6/23/2015

19 PRIMARY FOCUS PRIMARY OBJECTIVE SAP's Vision for SFA from front-office efficiency to customer engagement 1 st Generation SFA 2 nd Generation SFA Next Generation SFA Impact INTELLIGENT CUSTOMER ENGAGEMENT SALES EFFICIENCY SALES EFFECTIVENESS SALES MANAGER SALES REP INSIGHT TO ACTION DATA INPUT DRIVEN DATA INPUT DRIVEN OUTPUT & VALUE DRIVEN Adoption

20 Sell like the best and engage to win with SAP Cloud for Sales Collaboration & Social Feeds, Followers, Internal, Customers, Partners Deal Sites Social Selling Opportunity Management & Insight Easy Lead, Opportunity, & Activity Tracking Competitor Insight Guided Selling Groupware Integration Full-Featured with 2-way Sync Support for Microsoft Outlook and Lotus Notes Mobile Complete mobile apps, no extra cost Support for ipad, iphone, BlackBerry, & Android Account Management and Intelligence Fast Account and Contact Updates 360 Customer Intelligence Productivity and Personalization Flags Tags Real-Time Analytics Dashboards and forecasting Configurable custom reports Account 360 Mashups with SAP BW and SAP BusinessObjects Integration Prebuilt integration to SAP ERP, SAP CRM, SAP Jam, InsideView, Xactly, and more Shelf Quick Creates User-Defined Fields Workflow Mash ups with most other apps

21 Mobile Analytics On ipad with SAP Customer Insight Global view of trends and KPIs over an easy and intuitive tilebased application Enable simple drilldown for detailed analysis with drilldown to transaction Advanced interactive dashboards

22 PARTNER Portal Home Page

23 On-premise Solutions Cloud Solutions Harness Hybrid to sell like never Before get just what you need to fit your Unique selling motion HYBRID CRM TWO-TIER CRM FULL CLOUD CRM SAP Cloud for Sales SAP Cloud for Sales (Mobile) SAP Cloud for Sales SAP Cloud for Sales (Subsidiarie s) SAP Cloud for Sales Pre-Built and Maintained Integration Headquarters SAP CRM SAP ERP SAP CRM SAP ERP SAP ERP

24 Sample Pre-Packaged integration CRM and ERP integrations SAP Cloud for Customer to SAP CRM SAP Cloud for Customer to SAP ERP

25 SAP Cloud for Sales new innovation every quarter #1 #2 #3 Extending the Core Differentiate with Experience, Insight, Integration, and Industries Leapfrog with Omni-Channel Selling, Industries and Predictive Analytics Accounts Contacts Products / Pricing Sales Planning Forecasting Visit Planning Industries Embedded Predictive Analytics Sales Performance & Effectiveness Leads Territory Management Opportunities Collaboration & Feeds Sales Quotes Activities / Groupware \ Partner Management Sales Intelligence Customer Insight Commissions Activity Planner Travel / Learning Next-gen. User Exp. Offline Mobile Product Content & Catalog Mgmt** Common Components Analytics & Predictive Mobility Integration Framework Customization Framework Key User Extensibility Collaboration & Workflow SAP HANA CLOUD PLATFORM = Build = Integrate, Partner ** = Integration with Hybris

26 OMNI-CHANNEL CUSTOMER ENGAGEMENT & COMMERCE EVERY TOUCHPOINT. EVERY CHANNEL. GLOBAL. FLEXIBLE. WEB MOBILE SOCIAL CALL CENTER MARKET PLACE DIGITAL GOODS INTERNET OF THINGS CONTACT CENTER POS MARKETING CHANNELS SEAMLESS customer journey across all channels INDUSTRIES MARKETING SALES SERVICE COMMERCE SINGLE VIEW of the customer INTEGRATED across sales, service, marketing & commerce Specific to your INDUSTRY CUSTOMER ENGAGEMENT & COMMERCE PLATFORM

27 Knack System s SAP Cloud for Customer growing clientele

28 Q & A Questions & Answers

29 THANK YOU!

30 Have a look on our website SAP Partner Receive latest news