Blount Europe:Case Study.

• Blount Presentation• B2B – Web Shop Project

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Blount

Blount International, Inc.

2 Business Groups

OCS

Oregon Cutting Systems Group

Our products:

Saw Chains, Guide Bars, Sprockets, accessories

Outdoor Equipment Replacement Parts

Our Brands:

ICS

Industrial Cutting Systems Group

Our Products:

Concrete Cutting Saws

Diamond Chains

Our Brand:

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W.W. Locations

MANUFACTURING PlantsPortland, Oregon, USAKansas City, Missouri , USAGuelph, Ontario, CanadaCuritiba, BrazilFuzhou, China

DISTRIBUTION CentersMont-Saint-Guibert & Courcelles, Belgium (EU HQ)Vaulx-en-Velin, France Tewkesbury, UKTübingen, Germany Moscow, RussiaVarberg, Sweden Yokohama, Japan

2,000 Employees W.W., 180 in Europe

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OCS Distribution Channels

We Market to:

OEM’s worldwide

Mass Merchants

Distributors (in countries where we do not have our own distribution centers)

Dealers (from our Distribution Centers)

Dealers and Distributors are our target markets for B2B Web Sales

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OCS Products

What we make... Saw Chains Guide Bars

Accessories Outdoor

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OCS Products

What we make...

Blades

Replacement Parts And more (Filters, Carburattors, Wheels, Belts, …)

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ICS Products

What we make... Unique Concrete Cutting Tools

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B2B – Web Shop Project

Objectives

BESA/Info.Systems – Role

Project Scope

European Roll out

Achievements

Customer Feedback

Lessons Learned

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Objectives

• Improve Customer Service & Satisfaction.• Make Blount a company easy to work with (Ordering & getting

information).• Faster product deliveries (getting orders quicker on Info.Systems).

• Optimize backoffice operations.• Tools for mobile Sales Force directly accessing data & placing

orders, without backoffice support.• Reduce number of phone calls from customers to get Information.• Reduce volume of order entry in Sales Offices.→ more time for sales support activities (telemarketing, …)

• Strengthen Customer relationship.• Provide high quality services (above competition).

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BESA/Info.Systems Role

« Our European Information System department, based in Blount Europe SA (EU HQ in Belgium), is responsible for deployment & support of Information Technologies and Business Applications in all European Locations.As IS Manager, I was the project leader for Europe on this B2B Web Shop project. » Jean-Marie Genicot.

Role: set up team, define project scope, Plan roll out and project activities, build documentation, organize testing, get translations, coordinate with B2B2DOT0.

Responsibilities: Get Web shop deployed according to project scope (expectations) and roll out plan.

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Project scope (Solution)

Requested Web Shop Functionalities: Fully integrated to SAP/R3

- Real time data access & update (Order Creation)- Use SAP Master Data & set up rules.

Real Time Material availability check. Order entry, with real time ATP, Pricing. List of Orders (based on selection Criteria):

Documents & Line Items Details - Display specific Order (Items, Pricing, Shipping data)- Access to Sales Documents (PDF): Confirmation, Delivery Note, Packing List

List of Invoices (based on selection Criteria):Documents & Line Items Details

- Display specific Invoice (Summary, Pricing, Shipping data, …)- Access to Billing Documents (PDF).

Report Customer Account Statement (Open Items)

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Project scope (Deployment)

Requested Roll Out: Web Shop deployment for all European Sales Organizations

(BE/OCS, BE/ICS, FR, DE, GB, SE, RU) Web Shop access provided to:

- Internal Users (Backoffice employees, Sales Force)- Customers

Monitoring: KPIs & Reporting tools to measure Web Shop activities.

(Enabled by Google Analytics & SAP/BI reports)

Go Live preparation: Review quality & accuracy of Master Data (mainly for Order Entry):

Customer master, Material Master, Pricing Conditions, Material Substitution, Customer Info records, …

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European Roll Out

Project Status

May 7, 2009: European Project Kickoff.Workshop in BE with B2B (Fit/Gap analysis)

Jul. 13, 2009: Go Live – FranceAug.17, 2009: Go Live – BE Oct.5, 2009: Go Live – UK

Go Live – GermanyNov.16, 2009: Go Live – Sweden

Go Live – BESA/ICSNov.30, 2009: Go Live - Russia

In 7 months, we rolled out 7 Micro Sites (Sales Org.).

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Achievements

Looking at Google Analytics and our SAP/BI reports, we confirmed that Customers registered on Web Shop were using it to:- Place Orders.- Check Data (Material availability, Orders, Invoices) and download documents.

This is eliminating a significant number of phone calls placed by our Web Shop Users to our Sales Offices, and reducing the volume of operations performed by internal employees to create orders and search for data to answer Customer queries.

We are getting orders from Customers much quicker from Web Shop. A high delivery priority is assigned to Web Orders, and therefore products are delivered faster (Key improvement for our Dealers getting Replacement Parts quicker ).

Starting our B2B Web Shops in 2nd half 2009, our initial objective was to get a limited number of registered Customers.Thanks to the success of this solution, we set up very aggressive objectives to get a significant number of Customers registered in 1st Quarter 2010.

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Customer Feedback

Things users like the best

Availability Check

Prices on line

Ease of use

On Line ordering

Saved Cart

Complete solution

This is the Customer feedback we are getting from B2B Surveys, also confirmed by our contacts with Customers (Calls, Visits, …)

Things to improve

E-Catalog Integration(2010 project)

Improved material search(B2B product enhancement in Q1/2010)

Info on Back Orders(New ‘Order Search’ feature – Rel.Dec.2009)

→ Our Customers are very happy with the B2B Web Shop solution.

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Lessons Learned

Success Factors:• Project teams (IT + Key Users).• Project scope & objectives.• Project Plan (Roadmap, deadlines)• Go Live Preparation (Master Data, SD Processes for

Web Orders).• Coordination of activities with Blount Locations &

communications with B2B.• Outstanding support & communications from B2B.

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Lessons Learned

We could have done better:• Communication to Customers.• Quicker selection & registration of customers.

Future development:• Integration of Web Shop & online E-Catalogs &

Application guides (available on Web Sites).

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Blount – Web Shop Project

Questions ?

Thank You !