Clear & Sunny Customer Satisfaction in the Forecast Elemica Sourcing and Supply Chain Conference Houston, Texas September 11, 2012 Gary Neights Director, Product Management
Mission Critical Solutions Supply Chain Solutions For Customer Service & Sales Logistics & Transportation Procurement Finance Established in 2000 by the Chemical and Tire & Rubber Industries More than 40 of top 50 chemical companies and 10 of top 11 tire & rubber companies transact through Elemica Primary focus is our Customers Leading multinational manufacturers rely on us for mission critical business commerce and connectivity to the global supply chain 2
Process and Data Integration Process Integration requirements are met with Elemica's SmartLink Supply Chain Solutions Data Integration requirements are met with Elemica s QuickLink Network We harmonize both Process and Data Integration so you can excel 3
Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Email Spot Light Product Delivery Forecast Customer Management User Council
Outside In View of a Customer Orders Phone and Fax! 5
Inside View: SAP Needs Sales Orders 6
Elemica Bridges the Execution Gap 7
Product Descriptions Sales Order Management Receive purchase orders as data files (EDI, XML, etc), print files, or even email. Includes QuickLink Email and QuickLink Print for customer orders. Repeat Order Entry Batch upload PO spreadsheet for year, quarter, month, etc. Elemica releases PO to the ERP to ensure proper MRP and ATP calculations. Vendor Managed Inventory Maintains tank levels based on your supply strategy. Based on inventory readings, demand forecasts, and in transit status. Rail Car Fulfilment Maintains correct number of rail cars to support optimal inventory levels. Delivery Forecast Manages delivery schedules that evolve over time. Invoice Management Supports EU VAT compliant digital signatures and data archive. 8
Some Ideas for the Future Roadmap concepts are in various stages of ideation / assessment. Not for sale! 9
Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Email Spot Light Product Delivery Forecast Customer Management User Council
Value Survey User Group Activity Draft qualitative report Created Survey Piloting with 8 people Will share some preliminary insights Evolving as we uncover new data Working with outside groups to ensure objectivity Will distribute widely over the next month 11
Benefits of Inbound Order Automation? What do you think they are? 1) Data entry reduction. 2 fold. Leads to lower resource and input errors. 2) Let s CSRs provide higher value activities. 3) Audit trail. Reduce order loss have a record. 4) Forecasts to actual verification. 12
Survey Says. The benefits of Inbound Order Automation are: 1) Reduced errors during order entry 2) Business process improvements 3) Free up time for higher value tasks 4) Process standardization 5) Reduced errors in downstream processes Preliminary results of Customer Management User Group Value Survey. 13
Problems solved by Order Automation? What problems are solved? 1) Product ID 2) Delivery / ship date 3) Product Quantity 4) ShipTo Address 5) Pricing 14
Survey Says. Problems solved by Inbound Order Automation are: 1) Wrong product 2) Wrong location 3) High order fulfillment costs 4) Delayed orders Preliminary results of Customer Management User Group Value Survey. 15
Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Email Spot Light Product Delivery Forecast Customer Management User Council
QuickLink Email 17
Spot Light Product 1: QuickLink email Continued strong growth: Solves unmet needs Helps CSRs Continuous improvement Engagement Rollout Technology 18
QuickLink Email Inbound Orders Automation QuickLink ERP For Sales Order Management QuickLink Email For Sales Order Management Customer size Larger Larger and Smaller Rollout Customer Requirements Data Characteristics Elemica Technical Operations Conversion Slower More More Structured Fewer Customer needs a project ERP Software B2B Software B2B Staff Business Rules Checks Convert to outbound and Deliver Projects of 1-5 Customers Heavy customer involvement Faster and Cheaper Fewer Less Structured More No customer project Spreadsheet, ERP, etc email No B2B Staff Receive and authenticate email Convert file in email Detect and resolve format changes Convert text to ERP codes Detect data errors Business Rules Checks Convert to outbound and Deliver Programs of 100s of customers As much customer involvement as you want 19
QuickLink Email Moving to Larger Roll Outs Lessons learned: Empowered project manager Don t rush the start Project team training Face-to-face Avoid whisper down the lane Quality, then speed Organization of CSRs Distributed versus central Expect to surface existing process and ERP issues Drive early internal success 20
Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Email Spot Light Product Delivery Forecast Customer Management User Council
Spot Light Product 2: Delivery Forecast 22
Delivery Forecast Overview: System Receives a Multi-line Schedule Each multi-line schedule compared to previously received multi-line schedule New requirement = create Change requirement = change Missing requirement = cancel 23
DelFor 2.0 Project Today Exports orders; limited flexibility; limited alerting Project: Export demand data Increase flexibility Increase alerting flexibility 24
Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Email Spot Light Product Delivery Forecast Customer Management User Council
2012 Schedule: Customer Management Q1 2012 Q2 2012 Q3 2012 Q4 2012 Date Webinars Delivery Forecast Solution Updates - DELIVERED Ebusiness Value Case WORKING SESSIONS CONDUCTED Customer Portal Cost to Serve Model - IN PROCESS Repeat Order Entry Vendor Managed Inventory Working Sessions (Call or Face to Face) Q1 Ebusiness Value Case - CONDUCTED Q2 Customer Portal Cost to Serve Model; Hub Survey - MULTIPLE Q3 Network Adoption / 2013 Roadmap Discussion 9/12/2012 Q4 TBD 26
Who We Need in the Council Supply Chain VP Distribution and Logistics Director of Supply Chain Operations Process Improvement / ebusiness Supply Chain Analysts S&OP Leaders Manufacturing Planning / Scheduling Order Fulfillment VP Customer Service Managers Customer Service Specialists / Representatives Pick/Pack/Ship Accounts Receivable and Collections Returns Elemica Account Management Professional Services Sales Development Elemica customers are eligible for membership 27
Contact Me Gary Neights Director, Product Management Elemica 267-237-7294 mobile gneights@elemica.com LinkedIn Group Customer Management User Council www.linkedin.com 28
Thank You
Agenda Supply Chain Execution Challenge. Customer Management Value Customer Management User Council