crm project – initial findings premium oil services 26 march 2002 edmondedmond

CRM Project – Initial Findings

Premium Oil Services 26 March 2002

EDMONDEDMONDEDMONDEDMOND

Copyright Edmond Consulting, 2002. All rights reserved. EDMONDEDMONDEDMONDEDMOND

Corporate Background

• Core Business Units:

1. Oilfield Services

2. Technology Consulting

• 80,000 Employees globally

• $14b USD in Revenue (2001)

• Three key values:

1. People

2. Technology

3. Profit


Existing Information Systems

EmployeesEmployees

(Smart Card Security)(Smart Card Security)

EmployeesEmployees

(Smart Card Security)(Smart Card Security)

Internet Web SitesInternet Web SitesInternet Web SitesInternet Web Sites

Wide Area NetworkWide Area NetworkWide Area NetworkWide Area Network

Financials &Financials &

HR/PayrollHR/Payroll

Financials &Financials &

HR/PayrollHR/Payroll

FinancialsFinancials

& Time& Time

FinancialsFinancials

& Time& TimeResource SystemResource System

(Custom)(Custom)

Resource SystemResource System

(Custom)(Custom)

LDAP SecurityLDAP Security

(Custom)(Custom)

LDAP SecurityLDAP Security

(Custom)(Custom)

CRMCRMCRMCRM

ProcurementProcurement

(Custom)(Custom)

ProcurementProcurement

(Custom)(Custom)

Sales CompensationSales Compensation

(Spreadsheet)(Spreadsheet)

Sales CompensationSales Compensation

(Spreadsheet)(Spreadsheet)Asset TrackingAsset Tracking

(Custom)(Custom)

Asset TrackingAsset Tracking

(Custom)(Custom)

Log TrackLog Track

(Custom)(Custom)

Log TrackLog Track

(Custom)(Custom)

(Lawson) (SAP)

(Siebel)


Current CRM Environment

OperationsOperationsHas anyone else spoken Has anyone else spoken to the client about this? to the client about this?

ATTRACTATTRACTATTRACTATTRACT

SELLSELLSELLSELLSERVESERVESERVESERVE

ReceptionReceptionDoes anyone know Does anyone know where this client’s where this client’s

meeting is?meeting is?

AccountsAccountsWhat is the global price What is the global price

agreement?agreement?

AccountsAccountsWhy is the AR address Why is the AR address

different to the CRM one?different to the CRM one?

AccountsAccountsWhat commissions need What commissions need to be paid this month?to be paid this month?

Sales ForceSales ForceWhat products have we What products have we sold to this customer?sold to this customer?

General ManagerGeneral ManagerWho are my top ten Who are my top ten

clients?clients?

General ManagerGeneral ManagerWho looks after Who looks after

this client globally?this client globally?

MarketingMarketingWe would like to We would like to

target campaigns on a target campaigns on a One to One basis?One to One basis?

PartnersPartnersWhich products have Which products have you sold so we can you sold so we can complement them?complement them?

CustomersCustomersWhich products have Which products have

we bought?we bought?

CustomersCustomersWhen is our Order due?When is our Order due?


Ideal CRM EnvironmentATTRACTATTRACTATTRACTATTRACT

SELLSELLSELLSELLSERVESERVESERVESERVE

OperationsOperationsI can see interactions I can see interactions

with this client from all with this client from all channels. channels.

ReceptionReceptionI know all planned I know all planned

client meeting details client meeting details and can easily find and can easily find the right contacts.the right contacts.

AccountsAccountsAll pricing information is All pricing information is

stored against the Customer.stored against the Customer.

AccountsAccountsThere is one central Customer record with There is one central Customer record with all addresses, plus consolidated invoicing.all addresses, plus consolidated invoicing.

AccountsAccountsCommissions are Commissions are

calculated automatically.calculated automatically.

Sales ForceSales ForceWe know which customers We know which customers have each product and have have each product and have appointments to sell more.appointments to sell more.

General ManagerGeneral ManagerI know my top ten I know my top ten

clients.clients.

General ManagerGeneral ManagerI can contact the global I can contact the global

client manager.client manager.

MarketingMarketingWe target campaigns We target campaigns

on a personalised on a personalised One to One basis.One to One basis.

PartnersPartnersWe can manage our We can manage our

opportunities opportunities effectively.effectively.

CustomersCustomersWe can see our product We can see our product licenses on the Web and licenses on the Web and browse for new products.browse for new products.

CustomersCustomersWe can check our Order We can check our Order

status on the Web.status on the Web.


What Next?

RecommendationRecommendation WhoWho WhenWhen Cost (USD)Cost (USD)

Complete CRM Complete CRM AnalysisAnalysis Project Project EDMONDEDMOND 20 Mar 200220 Mar 2002 $500 K$500 K

Create Internal Create Internal Project TeamProject Team CEOCEO 2 Apr 20022 Apr 2002 ≈≈ $6m$6m

TrainingTraining - - Current Current SystemsSystems CIO/HRCIO/HR 10 Apr 200210 Apr 2002 ≈≈ $80m$80m

Create Create Systems IntegrationSystems Integration Team Team CIOCIO 10 May 200210 May 2002 ≈≈ $21m$21m

Create Create Change ManagementChange Management Team Team CFOCFO 10 May 200210 May 2002 ≈≈ $19m $19m

TrainingTraining - - New New SystemsSystems CIO/HRCIO/HR 10 May 200310 May 2003 ≈≈ $80m$80m

Total CostTotal Cost ≈≈ $206.5m$206.5m

Benefits: Win one major $500m long term contract within 6 monthsBenefits: Win one major $500m long term contract within 6 monthsBenefits: Win one major $500m long term contract within 6 monthsBenefits: Win one major $500m long term contract within 6 months

crm project – initial findings premium oil services 26 march 2002 edmondedmond

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