Hear How Bose Overcomes the Challenges of a Multichannel World. Matthias Göhler, VP, Product Management Multi Channel, SAP AG November 2012

Transcription

1 Hear How Bose Overcomes the Challenges of a Multichannel World Matthias Göhler, VP, Product Management Multi Channel, SAP AG November 2012

2 Empowered customers are changing the rules Digitally connected Socially networked Better informed 2012 SAP AG. All rights reserved. 2

3 Customer expectations continue to rise Relevance Personalized offers Tailored products and services Helpful information based on individual needs Reliability High-quality products Exceptional customer service Accurate, on-time delivery Convenience Making my life easier Any time, any place, any device Simple and fast interactions Responsiveness Proactive problem identification and resolution Rapid delivery and execution Immediate response to customer needs 2012 SAP AG. All rights reserved. 3

4 (Bose EU Confidential) Bose Reseller Portal Renke Conjin CRM Team Lead Bose Corporate Information Services Europe

5 General Introduction

6 Bose Profile 1964 Dr. Amar Bose Private Global company Multi Billion in global sales > 9,000 employees Research Home Entertainment Automotive Noise Reduction Tech Professional Products

7 And thousands of employees located around the world

8 Today more than 400 products Consumer Electronics Automotive Systems Professional Systems Noise Reduction Technology ElectroForce Systems

9 Bose Global and IT Landscape EU EU Platforms ECC 4.7 CRM 7.0 BW 7.3 BObj 4.0 BWA 7.2 GTS 8.0 BCS EU User Community SAP Users: 850 Countries: 17

10 Bose EU SAP Landscape and Infrastructure B2B Payment proc. Shipping Call Centers B2C ECC CRM BI Invoicing www & mobile Bose Stores Marketing & Campaigns Reporting

11 Business Strategy: Sales Channels B2C Call Centers (6) Websites bose.eu Bose Stores (44) B2B Resellers (4.000) Professional Installations

12 Business Strategy: Growth Mid-Term European Growth Strategy aims at Increasing sales revenue without a proportional increase in expenses. Bose Europe sales staff should focus on value add activities while other tasks will be automated. Bose Europe will implement the tools, methods and processes to handle the increase in activity without proportionally increasing costs.

13 Project Bose B2B Portal

14 Reseller Portal: Make or Buy Building capability in house Strategy to remain current Comparison with Bose B2C website Investigation SAP PCM Investigation SAP WCEM

15 Web Channel Experience Management Consumers Enjoy quick and easy online shopping experiences as well as consistent experiences across all touch points Businesses Leverage powerful and convenient self-services & manage all sales and service interactions from one place Web Channel Managers Easily set up and manage your Web presence with simple, step-by-step Web site management

16 Dealer Portal Survey In order of importance, please rate the following factors that would convince you to use a BOSE website dedicated to resellers 500% 400% 75% 300% 200% 100% NL GE FR EN BE 0%

17 Project Overview Submitted information Stargate KPIs (Ys) Streamline and automate the 3 main business interactions between Bose EU and its resellers Accessibility SAP Order Management (R1) USE SERVICE LEVEL AUTOMATION Reseller s equipment Customer Service (R2) USE SERVICE LEVEL SATISFACTION Business Rules Contract Management (R3) EFFICIENCY

18 Key Performance Indicators Order Management (Phase 1) USE (P) 95% # Orders via Portal # Orders in EU (Non-EDI) SERVICE LEVEL AUTOMATION (S) <= 1 cal. day (C) 90% Time from order submission to order validation # Fully automated placed orders # Orders placed via Portal

19 B2B Portal: R1 Scope B2B resellers of Consumer Electronics Order placing and order management Pilot countries: UK and FR Roll out to 12 other countries Product Catalogue 285 Products 160 Accessories

20 Project Management Approach Sprint 0 Product content (continuous) Sprint 1 Logon and landing Sprint 2 Order placing Sprint 3 Order tracking and notification Sprint 4 Personalization and contact Sprint 5 Improvements

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30 Lessons Learned & Way Forward

31 Team s Challenges Product content From SAP From B2C sites ATP Hard requirement Has to be reliable Change management Change behavior of resellers and sales reps Change daily routine sales admins Support 24/7? New technology Content management

32 Way Forward Roll-out Dealer Portal to US and others interested Leverage Web Channel Experience Management 2.0 & 3.0 Filtering Gift Cards e-gain, e-chat Order Template Order Up- and Download Catalogue Views Self Registration Investigate WCEM for B2C B2B Portal R2 & R3 Customer Service Contract Management

33 Thank You

34 Multi Channel is your face to your customers, inviting them into your existing business processes Online Store Partner Contact Center Social Media Web Mobile Store Kiosk Partner Network Phone, , Chat, Fax Communities, etc. Collect and target Sales and marketing planning Customer segmentation Products and pricing Decide and execute Personalized and contextualized content Multi channel campaigns Loyalty management Order management Order fulfillment Service processes Measure, learn, and optimize Cross-channel visibility and insight Multi channel performance Real-time analytics Insight to action Multi Channel Foundation 2012 SAP AG. All rights reserved. 34

35 2012 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/vm, z/os, OS/390, zenterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, purescale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the United States and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Systems Incorporated in the United States and other countries. Oracle and Java are registered trademarks of Oracle and its affiliates. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems Inc. HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Apple, App Store, ibooks, ipad, iphone, iphoto, ipod, itunes, Multi-Touch, Objective-C, Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc. IOS is a registered trademark of Cisco Systems Inc. RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered trademarks of Research in Motion Limited. Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc. INTERMEC is a registered trademark of Intermec Technologies Corporation. Wi-Fi is a registered trademark of Wi-Fi Alliance. Bluetooth is a registered trademark of Bluetooth SIG Inc. Motorola is a registered trademark of Motorola Trademark Holdings LLC. Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, ianywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company. Crossgate, m@gic EDDY, B2B 360, and B2B 360 Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG SAP AG. All rights reserved. 35