Case Study: How Stanley Security Solutions implemented SAP CRM for sales and service Jamie Lee, Stanley Security Solutions Ashis Baral, GyanSys 0
Presenter Bio Jamie Lee IT director at Stanley Black and Decker 20 + years of experience in SAP project management Graduate of Purdue University Ashis Baral SAP CRM Solution Architect at GyanSys Inc 7 + years of SAP CRM experience in sales, marketing, service modules Worked for SAP Labs and Deloitte Consulting LLP,USA 1
GyanSys Brief Overview Offices Global headquarters Indianapolis, IN US Offices - NJ and TX. International - Netherlands, Philippines and India WBE Certified Partnership SAP & Microsoft SAP s National Services Partner SAP Ramp-Up PPM 5.0, PLM 7.01, SRM 7.01 SAP Co-Innovation Lab Partner In-House System for POC/Conference Room Pilot Our Services Assessment and Evaluation, Implementation and Development Testing, Training, and Support System Optimization Engagement Model 300+ consultants globally Part-time Pooled blended hours Onsite, Near-Shore and Offshore SLA driven and Metrics reporting 2
Our Differentiation Pedigree (Hire the best) - -Academics & Experience Investments on building skills Retention with focus on growth opportunities. Delivery Best Practices Adopting Best Processes Stringent Reviews Your Benefits Employee Engagement Process Experienced teams Rapid Project execution Lower TCO Focus on SAP & MS Business Suite Expertise on NetWeaver Platform Domain Expertise Technology Fiscal Prudence Focus on operational efficiency Low Capital Investments Leverage Communications advancements Alignment to Client IT ecosystem and Priorities Responsiveness and flexibility in engagement 3
GyanSys CRM Competency Industry Expertise Very knowledgeable consultants from various industries like High Tech, Manufacturing, Public Sector, Health, Fashion and Apparel, Retail and Distribution, having in-depth knowledge about CRM processes Functional Team Our expertise in all key areas of CRM such: Sales, marketing, Service, Interaction Center, E-commerce, Field/Mobile solutions CRM Technical Team We have expertise in all technical areas of CRM such as webclient UI, Middleware, CRM frameworks such as one order and CGPL,BSP and core ABAP Process We execute all our projects with Run SAP methodology We follow strict quality guidelines for all our deliveries Demo We have CRM demo system with various CRM solutions customized and ready for demo to help the client with POCs before any actual investment 4 6
Our Rapid Deployment Offerings SAP CRM Major Features 6 Weeks Implementation 9 Weeks Implementation 12 Weeks Implementation Account & Contact Management Opportunity Management Pipeline Performance Management Activity Management Lead Management Lean Campaign Management Interaction Center for Tele-Sales Quotation Management 5
About this Presentation Client is world s largest producer of hand tools and accessories as well as a leading provider of commercial security solutions More than 300 CSRs, technicians, contractors, credit analysts support their day-to-day process within the Security Solutions business Their need was to streamline the process around Order entry for product, installation and service coordination with a single customer order They wanted a user friendly, intuitive and customer centric application Needed a seamless integration to their SAP backend R/3 4.7 Presentation will focus on: Why client choose SAP CRM service management? Challenges in the implementation Value and performance driven solution by GyanSys Snapshots from the live system 6
Agenda About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q & A 7
Agenda About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q & A 8
About Stanley Stanley Black and Decker S&P 500 $10.4 billion annual revenue 15000+ employee worldwide 50,000 products Core business divisions: Construction and DYI Industrial Security 9
Stanley Black and Decker -Brands 10
Stanley SAP Initiatives Executing supply chain processes using CRM & R/3 modules for Security Solutions business processes Order capture, confirmation & acknowledgements Credit management Service Installation Coordination and Confirmation of Time and Materials Setup Billing Confirmation for Invoicing out of R/3 Manufacturing through Shipping all on R/3 Branch network on CRM & R/3 Using R/3 version 4.7 for MM,SD,PP,CS,FI,HR and PS modules Went live on CRM7.0 in 2011 (13 branches big bang conversion from R/3 only, then 2 offices, then 1 by 1) R/3 as a stand alone solution for Installation & Service coordination with advance replacement parts not viable for various reasons Main issue: Sales & Distribution Order # and Service Mgmt Order # for same customer 11
Agenda About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q & A 12
Stanley Business Process Saleforce.com Campaign Lead Opportunity SAP CRM R/3 Order R/3 CSR takes order Order entry Contract Order fulfillment Picking Packing Warehouse Transport Scheduling Execution BI Confirmation Billing MSMA 13
SAP CRM Business Process Order Entry Service Dispatch Service Confirmation Billing Confirmation Debit memo request Billing R/3 ATP check Order replication Credit Check 14
Agenda About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q & A 15
Why we chose SAP CRM? User friendly and intuitive UI Web based application Connects seamlessly to the existing backend system More flexible framework for accommodating any complex change to support the business process Gives a 360-degree view of the customer It supports all the R/3 processes such as pricing, billing and variant configuration SAP CRM 7.0 exposes Web Services we expect to utilize integrating to SFDC 16
Agenda About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q & A 17
Solution Challenges Complex pricing Long list of product line ( 50,000 + ) Variant Configuration was needed for the process Integration point with legacy systems based mainframe,.net etc Middleware performance Compatibility of CRM7.0 with R/3 4.7 18
CRM Implementation Challenges Yet another SAP CRM service Implementation What s the big deal? Single order should contain both sales and service items and same should continue to confirmation as well Order should be able to handle 200 or more line items without performance issues Order should handle product having description more than 90 characters Confirmation should trigger not only timesheet entry in R/3, but also a debit memo request in R/3 for billing External credit check with complex triggering logic Org determination on multiple partner function changes in stead of single Manual pricing entry on the Item grid itself 19
Agenda Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q & A 20
Our Solution Built a Bolt-on application called Fast Entry 21
Our Solution Built a Bolt-on application called Fast Entry 22
Our Solution Built a Bolt-on application called Fast Entry 23
Our Solution Web UI jugglery to allow product description up to 93 characters 24
Our Solution Service confirmation enhanced to have materials as well as service items Service item1 Order Standard Confirmation Service item2 Service item3 Order Custom Confirmation Service item1 Material item1 Material item2 25
Our Solution Introduced a new concept called Billing confirmation Service Order Service Confirmation Billing Confirmation Debit memo request in R/3 Timesheet Entry in R/3 This was an innovative way to bill both material as well as service after confirmation is done 26
Our Solution Easy Entry field Introduced for manual pricing entry on item grid 27
Our Solution Org determination for multiple partner function 28
Agenda Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q & A 29
Business Benefits Better user experience for order entry Enhanced system performance Fast Entry application Business process got more streamlined because of connectivity of CRM system to ECC backend Improved the efficiency of the CSRs drastically CRM system was able to handle complex nomenclatures up to length 93 characters 30
Agenda Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q & A 31
Questions 32
GyanSys Contact Information GyanSys Inc. 8440 Woodfield Crossing Blvd., Suite #290 Indianapolis, IN 46240, USA O: (+1) 317 580 4200 Email: sales@gyansys.com www.gyansys.com Visit our Booth # 130 for detailed discussion with our Solution Architect 33
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