Me
What we do at Vector Warehousing Distribution Debtors & creditors Supply chain planning Call centre services Field marketing
Overview - services
Overview - services Customer relationship management Order management Inventory management Warehouse management Financial management Transportation management Human resource management Business intelligence Implemented SAP 1997 1200 users
Vector in the RCL Group Warehousing Distribution Supply chain intelligence ZamChick ZamHatch Sales solutions
Overview - clients Principal secondary distribution
Overview - clients Customer secondary distribution
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
Vector footprint in SA + 4000 employees R14bn sales 410 vehicles 30 000 orders per week +9 500 drop points 16 distribution sites 43m cases pa 5 plant-based cold stores
Project background
Project background role of SAP CRM CRM critical to Vector s daily sales and customer services
Project background - successful track record with SAP CRM
Project background - successful track record with SAP CRM
Call Centre challenges
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
Call Centre challenges
Move from Call Centre to Customer Services Centre
Functional requirement IVR Skills-based routing Soft phone Multichannel Click-todial Voicemail 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
High-level timeline Jul 2013 Aug 2013 Sep 2013 Oct 2013 Vendor selection Go live
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%
Vendor selection Functionality fit 25% Ability to implement 20% Vendor capability 5% Support positioning 15% Commercial model 25%
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 10 7.31 6.29 7.82 8.69
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
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
Telephony solution architecture
Telephony solution minimum integration requirements
Solution design CRM integration options
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
Solution design inbound calls PSTN Avaya telephony system IVR data Retrieval SAP CRM CTI custom development Avaya One-X Screen-pop SAP CRM WebClient
Solution design outbound calls SAP CRM WebClient Avaya One-X PSTN Avaya telephony system
SAP CRM API Integration - Inbound
SAP CRM API Integration - Outbound
SAP CRM customer and agent reporting
Project timeline phase 1 (coastal) Jul 2013 Aug 2013 Sep 2013 Oct 2013 Vendor Selection POC Execution Training Go Live
Project timeline phase 2 (Inland) Feb 2014 March 2014 April 2014 May 2014 Execution Training Go Live
Go-Live Coastal 21 st Oct Inland 12 th May
Key success factors Business ownership is key Strong project management across multiple teams Change management for internal & external stakeholders
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
Thank you Questions