Vestas: Reaching New Markets with SAP Hybris Cloud for Sales and SAP Hybris Cloud for Service

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1 Picture Credit Vestas, Aarhus, Denmark. Used with permission. Vestas: Reaching New Markets with SAP Hybris Cloud for Sales and SAP Hybris Cloud for Service Utility companies all over the world recognize the best-in-class quality of wind turbines built and maintained by Vestas Wind Systems A/S, the only global energy company dedicated exclusively to wind energy. SAP Hybris solutions enabled Vestas to execute a growth strategy, reach new markets, expand its services arm, and enhance interactions with customers.

2 Company Vestas Wind Systems A/S Headquarters Aarhus, Denmark Industry Industrial machinery and components Products and Services Wind turbines Employees 20,000 Revenue 8.4 billion Web Site Partner HCL Technologies Limited BUSINESS TRANSFORMATION Objectives Grow the services business by 40% over three years Foster greater agility, including offline capabilities, to help the sales team support global customers Increase sales in India and China Deployed the SAP Hybris Cloud for Sales solution and the SAP Hybris Cloud for Service solution Selected SAP partner HCL Technologies to implement the SAP Hybris solutions and integrate them with existing SAP solutions Read more Digital transformation, particularly as it relates to customer service and sales, is definitely where you need to be if you want to be in the game. SAP Hybris cloud solutions brought us there. Instant Mobile access to customer information Centralized Customer database for accurate responses Benefits Happier customers due to streamlined interactions Real-time More-personalized and more-timely customer relationship management with Workflows to support mobile data sharing the sales strategy Faster field-service support with first-call resolution Facility for service technicians to provide additional solutions to customers and route leads directly to the sales team Enhanced ability to track customer experiences and adjust sales strategy accordingly 2 / 6

3 Growing business with simpler systems and customer focus Vestas develops, manufactures, sells, and maintains best-in-class wind power plants, covering every aspect of the process, from site surveys to postdeployment service. With a focus on improving reliability and reducing costs for utility companies and end users, the company saw an opportunity to create more value for its customers and increase its market share. Vestas developed a strategy to grow the services portion of its business by 40% over three years. Vestas knew it needed to upgrade its technology infrastructure to give its sales team greater insight into available opportunities and the ability to tailor customer offerings. It also wanted to create a more positive experience for customers by streamlining operations, eliminating duplication of effort, and ensuring all departments accessed the same customer information. Vestas already had SAP software in place but needed mobile and offline capabilities to ensure new solutions would integrate with existing systems. The company selected the SAP Hybris Cloud for Sales solution and the SAP Hybris Cloud for Service solution to support its high-growth target. The mobile-optimized SAP Hybris solutions eliminated significant administrative work and provided field teams with customer information in real time. These improvements have allowed the field teams to focus more on customer needs and less on data entry, helping them to develop better customer relationships and deliver greater value. Whenever our customers reach out to us, we want to give them the right solution, right away. We turned to SAP Hybris Cloud for Sales and SAP Hybris Cloud for Service to accomplish that. 3 / 6

4 Embracing digital transformation to achieve growth By examining its processes and consulting with its customers, Vestas identified the capabilities needed to meet customer needs. The company recognized that its customers would benefit from the best practices on which SAP Hybris Cloud for Sales and SAP Hybris Cloud for Service are based. The sales and service teams now have a 360-degree view of their customer information, enabling them to spot problems and offer solutions proactively. Supporting this effort, sales leads from existing customers identified by the more than 6,000 field service technicians around the world are now routed directly to the sales team, which can pursue and capture those opportunities. This was not possible under the legacy system. Vestas selected HCL Technologies as its implementation partner. The benefit of working with HCL was its understanding of scalability both technical and human, says John Tholstrup Bendtsen, IT global business partner at Vestas. When we needed more people, they could scale up. And when certain parts of the project were complete, we could scale down. Vestas is now focused on executing its growth strategy. The new platforms from SAP allow the company to work faster and smarter, giving its customers more comprehensive solutions. The executive team can view customer and pipeline data in real time from any device, providing it with more opportunities to coach sales. We need to understand what our customers are actually looking for so we can deliver the solutions they want. SAP Hybris gives us the visibility and insight to meet that business imperative. 4 / 6

5 Simplifying interactions across departments SAP Hybris Cloud for Sales empowers sales executives to work better and smarter with their teams and customers. All of the information they need is centrally located and easily accessible from mobile devices. As Vestas is a global company and its sales and executive teams visit customers all over the world, having access to this kind of information on the road is critical. This mobile capability helps to drive growth by allowing the sales force to spend more time with customers. Additionally, SAP Hybris Cloud for Sales adds new security features to the mobile environment, removing the need to connect through a cumbersome virtual private network. The mobile capabilities in SAP Hybris solutions also help customers work more efficiently. Customers can access their own service reports and invoices, allowing them to track all interactions with Vestas. As Vestas expands its mobile capabilities to include an e-commerce platform, sales, service, and e-products will all be accessible online, making the customer experience more seamless. Overall, Vestas has been able to streamline its entire operation. By simplifying operations with the SAP Hybris solutions, Vestas has helped its sales teams to capture more opportunities and enabled every Vestas employee to respond to customer requests quickly and accurately from anywhere in the world. One of the core values at Vestas is simplicity it should be simple to do business with us. And thanks in part to SAP Hybris cloud solutions and our other SAP software systems, it is. 5 / 6

6 Vestas Achieving growth and deepening customer relationships Vestas is looking forward to achieving its goal of a 40% increase in services business by developing new strategies based on data collected from multiple sources. SAP Hybris solutions allow the global leadership team to monitor progress and make necessary changes in a timely manner. They also allow Vestas to provide simple solutions for customer interactions, to develop processes and workflows to support its customers better, and to devote more time to building strong customer relationships (16/10) Vestas is committed to understanding its customers needs. SAP Hybris solutions provide a strong foundation for best-in-class customer engagement and help its business Run Simple. 6 / 6 Picture Credit Vestas, Aarhus, Denmark. Used with permission.

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