How Summit Electric Supply Used RDS to Achieve Fast, Comprehensive CRM Advantages David Wascom - CIO, Summit Electric Supply Karine Hojo SAP CRM Practice Manager, itelligence Inc.
Overview Summit Electric Supply Overview itelligence Inc. Why invest in CRM? Why SAP CRM RDS? SAP CRM RDS Scope Project Implementation Project Organization and Communication Methodology Timeline and Release Strategy Key Success Factors Benefits AGENDA
Overview Summit Electric Supply Overview itelligence Inc. Why invest in CRM? Why SAP CRM RDS? SAP CRM RDS Scope Project Implementation Project Organization and Communication Methodology Timeline and Release Strategy Key Success Factors Benefits AGENDA
SUMMIT ELECTRIC SUPPLY Summit at a glance Founded in 1977; privately held 21 locations in US, operations in Dubai, Columbia 2012 $385 million in sales 550 employees SAP Ecosystem ECC 6.0, EhP 6 CRM 7.02 SP2 BOBJ 4.0 SP5 BW 7.3.1 SP4 Netweaver Portal 7.3.1 SP4
ITELLIGENCE INC. itelligence Inc. is a wholly owned subsidiary of itelligence AG, an international full-service solution and consulting company with a global presence in 21 countries and 2,200 employees worldwide SAP Consulting Services 22 years SAP exclusive focus with over 4,000+ International Clients Industry knowledge with 16 SAP Special Expertise Partnerships SAP Business Intelligence Consulting 13 years BusinessObjects exclusive focus SAP Application Lifecycle Management Certified Global SAP Application Management Services Provider Supporting 300+ Organizations Globally SAP Hosting One of only 13 Global Hosting Partners Europe, Americas, Asia Support 225+ Organizations Globally
Overview Summit Electric Supply Company Inc. Overview itelligence Inc. Why invest in CRM? Why SAP CRM RDS? SAP CRM RDS Scope Project Implementation Project Organization and Communication Methodology Timeline and Release Strategy Key Success Factors Benefits AGENDA
WHY INVEST IN CRM? Before CRM ECC and BI do a great job of capturing and providing analysis of transactional data Less effective at Non-transactional insight Relationship insight
Summit Goal High level - Want to provide a 360 degree view of our interactions with our customers All users All interactions Provide proactive tools for better service and increased sales
Overview Summit Electric Supply Overview itelligence Inc. Why invest in CRM? Why SAP CRM RDS? SAP CRM RDS Scope Project Implementation Project Organization and Communication Methodology Timeline and Release Strategy Key Success Factors Benefits AGENDA
WHY SAP CRM RDS? Difficulty defining scope SAP CRM Rapid Deployment Solutions has clearly defined scope with Best Practices to achieve multiple, customer-centric business goals Have a known CRM system fully integrated to our SAP ERP system The RDS ease and speed of implementation Fast-track implementation methodology Rapid delivery in 12 weeks Attractive fixed-price services Clear path to expand CRM later
Overview Summit Electric Supply Overview itelligence Inc. Why invest in CRM? Why SAP CRM RDS? SAP CRM RDS Scope Project Implementation Project Organization and Communication Methodology Timeline and Release Strategy Key Success Factors Benefits AGENDA
THE CHALLENGE DEFINING SCOPE Summit had been interested in CRM for years Could not encapsulate scope into a manageable project! CRM became the solution for any challenge SAP CRM RDS Defined scope Known good foundation Platform to build on
SAP CRM RDS PROJECT SCOPE
SAP CRM RDS PROJECT SCOPE Foundation SAP CRM Core Software Key Points: Installation of the rapid deployment solution of SAP CRM Service activation of the necessary CRM Web client services Integration with an existing SAP ERP system Seamless integration of our existing master data: customer and products
SAP CRM RDS PROJECT SCOPE Foundation Account and Contact Management Key Points: Manage customer master data and marketing attributes. Single point for contact people maintenance, avoiding duplicates. Fact sheet delivers a 360-degree customer view Interaction history provides real-time visibility into customer activities such as interaction records, leads, opportunities, quotes, and sales orders.
SAP CRM RDS PROJECT SCOPE Foundation Activity Management Key Points: Comprehensive tracking, and reporting of all customer activities Ability to capture and access customerfocused activities such as phone calls, e- mails, meetings, and tasks Integration into all sales processes to drive and track execution Integration with MS Outlook
SAP CRM RDS PROJECT SCOPE Sales Opportunity and Pipeline Performance Mgt. Key Points: Gain greater visibility into the opportunity pipeline Pipeline management and analysis and more transparent forecasting capabilities improve forecast accuracy and drive effective planning. Improve team communication
SAP CRM RDS PROJECT SCOPE Sales Integration with Order and Quotation Management Functionality of SAP ERP Key Points: Sales orders or quotations can be directly created in your SAP ERP application from CRM Web client screens. Document flow for the whole sales process, from lead over opportunity to quotation and sales order, allows for an overview of all related transactions.
SAP CRM RDS PROJECT SCOPE Marketing Lean Campaign Management Key Points: Customer segments are accurately identified and target lists are generated. Simplified Campaign development and execution.
SAP CRM RDS PROJECT SCOPE Marketing Lead Management Key Points: Integrated lead management enables greater visibility and better support for the sales force. Lead status and origin analysis enables you to easily manage the activities of your sales team to ensure collaboration and efficiency.
SAP CRM RDS PROJECT SCOPE Foundation CRM Interactive Reporting Key Points: Out-of-the box CRM Interactive Reports: Active Accounts, Accounts with open activities, Accounts with open opportunities, Closed opportunities, Opportunity sources, Opportunity pipeline, Win/loss analysis by reason, Lead status analysis, Lead origin analysis, Campaign effectiveness, Marketing contact list, Marketing contact summary, Service Requests by Account, Status, and Priority, and Interaction Records by Account and Category.
Overview Summit Electric Supply Overview itelligence Inc. Why invest in CRM? Why SAP CRM RDS? SAP CRM RDS Scope Project Implementation Project Organization and Communication Methodology Timeline and Release Strategy Key Success Factors Benefits AGENDA
PROJECT ORGANIZATION RDS reduces the resource requirement from Business and IT
PROJECT COMMUNICATION Information Element Status Report Sender Recipient Frequency Form itelligence Project Advisor Summit Project Manager and Sponsor Weekly Project Status Report Project Plan updates Project daily activities Project team (itelligence and Summit) Project team (itelligence and Summit) Interactive Meetings Workshops Quick turnaround of decision
PROJECT METHODOLOGY
PROJECT TIMELINE Summit went live in late December 2012 Project schedule was met.
Overview Summit Electric Supply Overview itelligence Inc. Why invest in CRM? Why SAP CRM RDS? SAP CRM RDS Scope Project Implementation Project Organization and Communication Methodology Timeline and Release Strategy Key Success Factors Benefits AGENDA
KEY SUCCESS FACTORS Implementing solution with a trusted partner Executive Sponsorship to drive adoption of solution Clear definition of roles and responsibilities Scope management Quick turnaround of decision Communication Active participation and involvement of the whole team with active collaboration Project success is the sum of everybody s daily work and decisions
Overview Summit Electric Supply Overview itelligence Inc. Why invest in CRM? Why SAP CRM RDS? SAP CRM RDS Scope Project Implementation Project Organization and Communication Methodology Timeline and Release Strategy Key Success Factors Benefits AGENDA
RDS BENEFITS Remarkably pain free The whole process was very predictable with fixed timelines and costs Proven fast-track implementation methodology Rapid delivery in 12 weeks The solution provided Summit with the flexibility and scalability to meet any future business needs
BENEFITS SAP CRM Summit can now deliver higher business performance, with the capacity to meet current and potential customers needs. SAP CRM linked their front and back offices, which provides the ability to integrate front end business processes with back end systems Summit sees opportunities that they didn t see before to automate and formalize business processes that had been done manually and ad hoc before. Summit has also benefitted by knowing they can pull richer reports and track customer orders at a moment s notice.
QUESTIONS David Wascom - CIO, Summit Electric Supply Karine Hojo SAP CRM Practice Manager, itelligence Inc.
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