Paragon s Digital Transformation. Jonathan Stuart Chief Technology Officer Paragon

Transcription

1 Paragon s Digital Transformation Jonathan Stuart Chief Technology Officer Paragon

2 Oracle Sales Cloud A Multinational Rollout Project (Real-life tales from the battlefield ) Oracle Modern Business London 1-2Feb17

3 ABOUT PARAGON Paragon is an international company offering business solutions to customers in 45 countries worldwide. 4BN SALES 400M EBITDA 24M Our solutions in Document, Marketing, Identification and Traceability help our clients to manage and profit from change. We help our customers transform their businesses, to connect with their customers both physically and digitally

4 PARAGON GROUP LIMITED Report & Financial Statements 30 June 2016

5 UK NATIONWIDE (~55 LOCATIONS) Sunderland Exterior Inbound scanning centre High street branch, Hammersmith

6 EUROPEAN NETWORK GLOBAL REACH Significant presence in 12 European countries Offices in USA and Australia Sales to 40+ countries worldwide Approx. 150 direct sales staff Potential CRM community 300+

7 KEY FIGURES 2015/ Revenues by sector 2016 Revenues by region Energy, Others Utilities, 6% telecoms Public Sector, 7% Health and Education 9% Financial Services 10% Hotel & Leisure 12% Automotive, Engineering, Construction 10% Loyalty & Retail (online/offline) 18% TRANSPORT (PUBLIC & PRIVATE) 13% LOGISTICS & MAIL 15% BENELUX Eastern Europe6% 7% Scandinavia 9% DACH 13% Iberia 2% UK 27% USA & Australia 1% France 35%

8 BUSINESS DIVISIONS IDENTIFICATION & TRACEABILITY DOCUMENT & MARKETING Smart Cards & Tickets (RFID) Online Solutions E-platform (procurement & dispatching) Inbound & Outbound information flow RFID tags or bar code labels for tracking System integrators for Data Management Encoding & Encryption Magnetic strip tickets Personalised ID/Access Control Cards DOCUMENT Traditional, Security & technical documents Physical & e-documents Process outsourcing, scanning & archiving MARKETING Multi point marketing Multi channel marketing Client onboarding, response management

9 IDENTIFICATION & TRACEABILITY: WHAT WE DO IDENTIFICATION TRACEABILITY PERSONAL IDENTIFICATION PERSONALISED SMART CARDS SUPPLY CHAIN TRACEABILITY HEALTHCARE TRACEABILITY SKI PASSES MASS TRANSIT OPERATIONAL MAINTENANCE PROTECTION & MARKETING

10 DOCUMENT & MARKETING: WHAT WE DO DOCUMENT SOLUTIONS Consultancy Services for Docs Process & Re-engineering Implementation Physical Printing of Docs Print rooms in Paragon s or at the client s office Dematerialisation of Docs Analysis & recommendations on key actions Process outsourcing: Billing & Transactional Docs Collection, scanning, analysis Scanning & Archiving of Docs Collection, scanning, analysis & archiving of docs Security & Technical Docs Management / production of secure document INBOUND & OUTBOUND COMMUNICATONS Full 360º communications cycle. Outbound multichannel, with inbound digitisation, workflow and Response Management ONLINE SOLUTIONS Implementation and management of online portals to manage orders and deliveries CONSULTING Project Management, Marketing Analysis, Advertisement Campaign, Event Management DATA MANAGEMENT Indexation, data mining MARKETING SOLUTIONS Direct Marketing: Mail, , SMS Campaign creation, versioning & distribution Multipoint Marketing Campaign delivery for franchised & networked organisations Client Onboarding, Response Management Giving clients knowledge, skills & response information for effective campaign use & success Creative & bid services / Fulfillment & Logistics Marketing campaign delivery for franchised and Display, Exhibition & Point-Of-Sale (POS) Complete turnkey large format service across promotional & professional exhibition demands

11 MULTI-CHANNEL MARKETING Data - Cleansed - Cloud stored - Secure Campaign Channels Target Measure - Templated - CRM Driven - Multi-format - Direct Mail - /SMS - Social Media - Press/Radio - Peronalised - Variable date - Multi-channel - Response Managed - ROI Analysed 50% UPTAKE DS5 LAUNCH

12 MARKETS & CLIENTS AEC: ARCHITECT, ENGINEERING & CONSTRUCTION PETROCHEMICAL & ENERGY EDUCATION (PUBLIC/PRIVATE) FOUNDATIONS & CHARITIES LOYALTY & RETAIL (OFFLINE/ONLIN E) TELECOMMS & MNO S PUBLIC SECTOR & HEALTH INSURANCE & FINANCE HOTELS & LEISURE TRANSPORT (PUBLIC/PRIVATE) LOGISTICS & MAIL AUTOMOTIVE & ENGINEERING

13 BUSINESS CHALLENGES (CRM) 1. Rapid growth by acquisition legacy processes & systems 2. Multiple independent sales teams 3. Strong customer retention, but weak customer acquisition 4. No global insight into opportunity pipeline 5. No comparatives on rep activity, time management & effectiveness 6. Differing product & service category definitions 7. Difficult to establish uniform processes and best practice across multiple teams and territories

14 PLATFORM PROLIFERATION (ERP & CRM)

15 CRM REQUIREMENTS Single system to be used by everyone, everywhere Not dependent on any specific ERP Cloud deployment, SaaS delivery Omni-platform (PC, Mac, Tablet, Android, iphone ) Simple integration with mail/calendar client s/w Can be rolled-out by country (no big-bang) Minimum demand for software development Flexible configuration, continually changing, NO DEV Powerful, easy to use reporting and monitoring Intuitive UX, minimise demand for intensive training Future extensions into Marketing Automation, CPQ Cost-effective licensing structure

16 SCOPE OF PHASE 1 Opportunity pipeline management New from new New from existing Monitor velocity through the pipeline Activity management Diary & time management Tasks, Meetings, Calls, etc. PoC of Marketing Cloud and CPQ Automate legacy manual reports & spreadsheets Visibility of progress to senior management & colleagues Collaboration with colleagues across the Group

17 FUTURE PHASES Performance Targets & Budgets Analytics & Reporting (incl. widgets) Billing system links (YTD revenues) Customer Services, Telesales More countries Oracle CPQ (Configure/Price/Quote) Oracle Marketing Cloud lead generation, digital marketing, website traffic, etc.

18 CURRENT STATUS Country Sales Original Actual Users Plan Launch 1 Germany 25 Nov-15 Dec-16 2 UK 55 Jan-16 Dec-16 3 Sweden 10 tbc Jan-17 4 Benelux 10 Mar-16 Mar-17 5 Spain 5 Mar-16 Sep-17 6 France 50 Jun-16 May-17 DIRECT SALES Other countries + client 140 tbc services tbc 8 Marketing 10 tbc tbc TOTAL 305 } Live today

19 MET OUR OBJECTIVES? Single system to be used by everyone, everywhere Not dependent on any specific ERP Cloud deployment, SaaS delivery Omni-platform (PC, Mac, Tablet, Android, iphone ) Can be rolled-out by team or country (no big-bang) Minimum demand for software development Flexible configuration, continually changing, NO DEV! Powerful, easy to use reporting and monitoring Intuitive UX, minimise demand for intensive training Future extensions into Marketing Automation, CPQ Cost-effective licensing structure

20 LESSONS LEARNED CRM is hard! People motivation & sales psyche get in the way Territory structures, hierarchies, product/service categories, roles, need total clarity Persistence pays off We have to cross the desert to get to the Promised Land Senior management commitment is essential Everyone has an opinion, but in the end there s a decision and a policy Specialist consulting help is worth the expense Key role of the internal Power User(s) and SysConfig It all takes longer than you might expect And it s not the fault of the software! OSC is not just a project, it s more a way of life! Continuous improvement and evolution, for ever

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