hybris cloud4customer at mcs
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9/24/20151 Amista – SAP experts in the MCS Group Insight. Excite.
360° customer view makes our global sales operations run simpler
Customer Case
Steven Lambert
COO MCS N.V.
steven.lambert@mcs.fm
9/24/20152 Amista – SAP Solutions Experts Insight. Excite.
Agenda• Who is MCS?
• Sales within MCS
• Sales automation
• Lessons learned
• What’s next ?
• Lessons from the Trenches
• Amista
9/24/20153 Amista – SAP Solutions Experts Insight. Excite.
MCS Introduction
9/24/20154 Amista – SAP Solutions Experts Insight. Excite.
MCS• General• Founded in 1989 with HQ in Belgium
• Fast growing : 30% annually (Deloitte Fast 50 list)
• Software and consulting services in Real Estate
• Clients in over 60 countries
• B2B focused on various industries• Large global corporations
• Public Sector
• Schools & universities
• Hospitals
• Service Providers in Facilities
• Commercial Real Estate
• Steven Lambert• COO focused on client engagement and service delivery
9/24/20155 Amista – SAP Solutions Experts Insight. Excite.
Sales @ MCS
• 5 regional sales hubs • Western Europe
• Northern Europe
• APAC
• USA
• Middle-East
• Sales roles• Pre-sales
• Account Managers - hunters
• Relationship Managers - farmers
• Technical Sales
• Lead generation
• Marketing• Website (SEO)
• Events
• Campaign Management• Email
• Digital (Linked-in campaigns)
• Coldcalling – internal and through local calling partners
9/24/20156 Amista – SAP Solutions Experts Insight. Excite.
Sales Automation
9/24/20157 Amista – SAP Solutions Experts Insight. Excite.
Sales automation – focus points
• Switch from Salesforce.com to SAP Cloud for Customer• Migrate and optimise the lead-to-opportunity process flow
• Customer data quality• Data history !
• Integration with financial processing
• User experience • Change management in the group
9/24/20158 Amista – SAP Solutions Experts Insight. Excite.
So why this change?
• MCS was looking for
• Smoother integration into the finance back-end ERP
• Better pipeline monitoring, including • Optimized lead-to-opportunity follow-up
• Detailed document flow
• Richer mobile app functionality
• Larger variety of analytical out-of-the-box reporting
• Improved master data quality• Strict data validation instead of free text fields
9/24/20159 Amista – SAP Solutions Experts Insight. Excite.
The project
• Scoping and business configuration of Cloud for Sales
• Conversion of master data and history
• Development of additional functions • Functions added in SF.com were transposed into the C4C solution
• Change management for all users who were acquainted with SF.com
• Rollout for MCS Group to the global sales hubs
9/24/201510 Amista – SAP Solutions Experts Insight. Excite.
Prioritization of a wide C4C scope
9/24/201511 Amista – SAP Solutions Experts Insight. Excite.
Processes in Scope
Marketing to Lead
• Campaign Management
• Lead Generation
Lead to Opportunity
• Account and Contact management
• Opportunity management
• Visit planning and execution
Opportunity to Proposal
• Proposal follow-up
Proposal to Contract
• Contract Close
• Integration with Finance dept. through workflow
Reporting
• Dashboards
• Reporting
9/24/201512 Amista – SAP Solutions Experts Insight. Excite.
Data migration from SF.com to SAP Cloud4Customer
1. Extract SF data via Dataloader.IO
2. Data Cleansing and mapping Using the implementation partner template for SF.com migration
3. Data import using C4C templates developed by Amista
9/24/201513 Amista – SAP Solutions Experts Insight. Excite.
Out of the Box Analytics
• Analytics accelerate our business• Starting point for commercial directives, not an end point
14© 2015 SAP SE or an SAP affiliate company. All rights reserved.
9/24/201515 Amista – SAP Solutions Experts Insight. Excite.
9/24/201516 Amista – SAP Solutions Experts Insight. Excite.
Mobility enables much more than the field operations
9/24/201517 Amista – SAP Solutions Experts Insight. Excite.
Easy C4C extension for integration with MCS Finance
These extra fields are steering the financial
process once a project is set to ‘won’
9/24/201518 Amista – SAP Solutions Experts Insight. Excite.
What’s next ?
9/24/201519 Amista – SAP Solutions Experts Insight. Excite.
Social Selling
• Full context of customers by leveraging social and enterprise data
• Social listening
• Get a prioritized list of important messages
• Detect sentiment and keywords
• Understand brand-level trends and buzz
• Thought leadership – New content
• Content sharing
• Conversion to opportunity pipeline
• Lead qualification
• Lead nurturing
• Campaign monitoring
• Sponsored post campaigns
9/24/201520 Amista – SAP Solutions Experts Insight. Excite.
Partner Management
• Partner Relationship Management• Lead sharing and follow up
• Budgeting and tracking
• Pipeline monitoring
• Loyalty management and programs
• Learning and certification
• Product updates and release management
9/24/201521 Amista – SAP Solutions Experts Insight. Excite.
Partner Portal for C4C
9/24/201522 Amista – SAP Solutions Experts Insight. Excite.
Partner Channel Management: Prio 1 Scope
9/24/201523 Amista – SAP Solutions Experts Insight. Excite.
Lessons from the trenches
9/24/201524 Amista – SAP Solutions Experts Insight. Excite.
Takeaways• Conversion from Salesforce is proven to work
• Richness of configuration options• Be mindful of data conversion process• SAP Cloud for Sales enforces quality in master data
• However
• Reporting took time due to defining requirements and replicating existing reports
• Development needed for change historyis in standard meanwhile
• Continuous innovation • Social, Partner channel, etc
9/24/201525 Amista – SAP Solutions Experts Insight. Excite.
Amista’s subsidiary “ AppForce ”
focuses on the development of
native & hybrid apps
Amista offers SAP consulting services to customers as well as to various divisions within the MCS Group
9/24/201526 Amista – SAP Solutions Experts Insight. Excite.
WEB MOBILE EMAIL CALL
CENTERMARKET
PLACE
INTERNET
OF THINGS
CONTACT
CENTERPOS MARKETING
CHANNELS
DIGITAL
GOODSSOCIAL
e-Learning (SAP WPB – Workforce Performance Builder)
MARKETING
CRM on premise
Hybris Marketing
SALES
ERP SD
CRM on premise
C4C Sales
Hybris
SERVICE
ERP PM & CS
CRM on premise
C4C Service
COMMERCE
Hybris Product
Content
Hybris e-Commerce
HANA database platform - HANA Cloud Platform
REAL ESTATE
ERP RE/FX
S4/HANA Simple
Finance
Front-end solutions & mobile appsFIORI
Native & hybrid tailored apps
AFARIA Mobile Device Management
INTEGRATION
SAP PI/PO
Boomi
Our solution focus
9/24/201527 Amista – SAP Solutions Experts Insight. Excite.
Insight• Business Process Management
• Integration Management
• Project, Program & Change Management
Say / Do ratio• We say what we do and do what we say
• Experts in innovative solutions based on SAP and Dell
Excite• Class room training
• e-Learning
• Customer support
9/24/201528 Amista – SAP experts in the MCS Group Insight. Excite.
Contact information:
Stephane Colin
stephane.colin@amista.be
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