Order Automation Pays Customer Management Breakout Session insight 2013

Transcription

1 Order Automation Pays Customer Management Breakout Session insight 2013 Presented by Gary Neights

2 Elemica s Customer Management Suite Touch-less order processing Increase the perfect order percentage Improved supply chain reliability Reduces errors Improved customer service Faster invoice payments

3 Agenda Elemica Insights on Customer Management Direct research Surveys and user group CCSMG (business chapter of ICSA) Secondary research (Gartner, Aberdeen) Solution Updates QuickLink and FORM Delivery Forecast Vendor Managed Inventory

4 People Value Automation Frees up time for the important tasks like Product availability and allocation Order growth and contract consumption analysis Exchanges, swaps, tolls, and transportation Maintaining customer data Holiday, sick days, and training coverage is easier with standard, automated processes. Protects our business. Servicing more customers, more efficiently keeps us strong and profitable. How do I automate all my customers? Fewer orders miss cutoff times when they flow into automated work processes.

5 Automation impacts different people in different ways My business sells commodity products. Automation fixes issues related to shipping the right product to the correct location on the right date. Automation solves issues with incorrect product identifiers, getting orders inside cutoff times, and high fulfillment costs in our specialty business. Elemica has solved the problem of smaller customers ordering with the wrong unit of measure. This results in 30% order cycle time improvements, 8-9% improvement in on-time delivery and fill rates, and 75% fewer order entry errors.

6 Best practices to get there Process Design Automate the routine: Transactions (order, invoices) Standard instructions to CMIR 24x7 portals Status, trace, and reports Free up brain power Customer inquiries / training Expedite special instructions Exceptions / complex orders Customer insight / relations Process Enablement People Management buy-in & budget Staff motivation and skill set Process Automate transactions People manage master data When to involve people Technology ATP Accuracy Right tools for the job Data integrity

7 ELEMICA PRODUCT UPDATE

8 The Elemica Supply Chain Operating Network Derive Insight Analytics Market Insight $$$ Universal Business Concepts BI Apply the Right Process Applications Process Enablement $$ Apps Universal Business Concepts Rules Enterprise Systems of Record Document Stream Speak the Same Language Connectivity Network Universal Business Concepts Social UI Discovery Collaboration Network Master Data Management Automation Value $ Document Stream Enterprise Systems of Record Onboarding

9 Elemica Research on Order Automation Value By automating customer and purchase orders, you can Lower error correction costs Data keying Paper handling Convert/ correct data Improve agility in operations Less overtime & rush shipments Faster Payment Better data quality Bad data costs you money Better analytics 80% Total Cost Reduction 9

10 Customer Management Design Concept Customers manage their business process in their system Customer service manage their business process in their system Elemica standardizes and harmonizes the disparate processes Internal IT focused on uptime, data accuracy, and process optimization Your Customers Complexity Single Channel to Manage EDI/XML Orders QuickLink ERP Processable Orders Your Systems 10

11 Simplify and Standardize Customer Sends OP = optional Seller Receives Elemica Products Electronic Orders Electronic Changes Sales Order Management Repeat Order Entry Vendor Managed Inventory OP OP OP Rail Car Fulfillment Delivery Forecast Orders Print Orders Years Orders in Excel Inventory Levels Demand Delivery Receipt Shipment Status Delivery Schedules Electronic Orders Electronic Change Orders queued Variation and Complexity Simplicity 11

12 SALES ORDER MANAGEMENT

13 Today: QuickLink Typical Order Curve ERP and Order Volume QuickLink ERP. Customer B2B. Standard formats (x12, etc). Code values (product ID, etc). Data synch. QuickLink Customer s customer format. Non-structured data. Little customer data sync. Customer population

14 QuickLink Buyer s Systems QuickBooks, SAGE, Excel, Word, SAP, etc. Orders 1 Confirmations 3 Non-structured data to structured Error detection and alerting Cross-reference and logic 2 Automatic Integration Seller s System Automates customer s orders with 100% accuracy. Customer needs no IT infrastructure other than .

15 QuickLink Statistics Period: June 2011 to May Customers >1000

16 Addressing the Long Tail Order Volume QuickLink ERP Characteristics. ERP. Customer - Volume B2B. = highest Standard - Data formats quality (x12, = highest etc). Code - values Value to (product automate ID, etc). one customer: highest Data synch. Mail Characteristics. - Volume QuickLink = high to low - Data quality Customer = medium s customer format. - Value to Non-structured automate one customer= data. medium Little customer data sync. Long Tail Characteristics. - Volume = low - Data quality = lowest - Value to automate one = low Customer population Automating all customers in a segment has value.

17 QuickLink Automates Each Customer Segment Order Volume QuickLink ERP. Real-time system integration using EDI and XML. Code values (product ID, etc). Connect:$$$ Run:$$$ (Customer B2B) QuickLink Mail. Customer s customer format. Few code values. We fix their errors. Connect:$$ Run:$$ (No customer B2B) QuickLink FORM. Customer s Elemica FORM. Form stops errors. Connect:$ Run:$ (No customer B2B) Customer population

18 DELIVERY FORECAST

19 Delivery Forecast Supports plant scheduling processes used by automotive and CPG customers

20 Delivery Forecast 2.0 Major Upgrade 2013 Q2/Q3: 2013 Develop and test Q4: 2013 Available in Test and Prod Customer business scenario improvements: Orders / changes inside or close to cutoff dates Exclude requirements from processing based on shipment Plant or product specific processing variations Self-service and audit Setup screens and process Self-service inquiry screens: Requirement history Setting traceability Code re-engineering

21 VMI

22 Vendor Managed Inventory Supports automated fulfillment of bulk tanks and discrete warehouses

23 ??? QUESTIONS/ COMMENTS