paragon’s digital transformation - rainfocus · • oracle cpq (configure/price/quote) • oracle...
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Oracle Sales Cloud
A Multinational Rollout Project
Oracle Modern Business
London 1-2Feb17
(Real-life tales fromthe battlefield …)
ABOUT PARAGON
• Paragon is an international company offering business solutions to customers in 45 countries worldwide.
• 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
4BN
SALES
€400MEBITDA
€24M
UK NATIONWIDE (~55 LOCATIONS)
Sunderland Exterior
High street branch, Hammersmith
Inbound scanning centre
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+
France35%
UK27%
DACH13%
Scandinavia9%
Eastern Europe7%
BENELUX6%
Iberia2%
USA & Australia1%
Loyalty & Retail
(online/offline)18%
LOGISTICS & MAIL15%
TRANSPORT (PUBLIC & PRIVATE)
13%
Automotive, Engineering, Construction
10%
Hotel & Leisure12%
Financial Services
10%
Public Sector, Health and Education
9%
Energy, Utilities, telecoms
7%
Others6%
2016 Revenues by sector 2016 Revenues by region
KEY FIGURES 2015/2016
IDENTIFICATION & TRACEABILITY DOCUMENT & MARKETING
Smart Cards & Tickets (RFID)
RFID tags or bar code labels for tracking
System integrators for Data Management
Encoding & Encryption
Magnetic strip tickets
Personalised ID/Access Control Cards
Online Solutions
E-platform (procurement & dispatching)
Inbound & Outbound information flow
DOCUMENT
Traditional, Security
& technical documents
Physical & e-documents
Process outsourcing,
scanning & archiving
MARKETING
Multi point
marketing
Multi channel marketing
Client onboarding,
response management
BUSINESS DIVISIONS
HEALTHCARE
TRACEABILITY
PROTECTION &
MARKETING
SUPPLY CHAIN
TRACEABILITY
OPERATIONAL
MAINTENANCEMASS TRANSIT
PERSONALISED SMART
CARDS
SKI PASSES
PERSONAL
IDENTIFICATION
IDENTIFICATION & TRACEABILITY: WHAT WE DO
IDENTIFICATION TRACEABILITY
MARKETING SOLUTIONS
Direct Marketing: Mail, Email, 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
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
DOCUMENT & MARKETING: WHAT WE DO
INBOUND & OUTBOUND
COMMUNICATONSFull 360º communications cycle.
Outbound multichannel, with inbound digitisation,
workflow and Response Management
ONLINE SOLUTIONSImplementation and management of online
portals to manage orders and deliveries
CONSULTINGProject Management, Marketing
Analysis, Advertisement Campaign,
Event Management
DATA MANAGEMENTIndexation, data mining
MULTI-CHANNEL MARKETING
Data
50% UPTAKEDS5 LAUNCH
Campaign Channels Target Measure
- Cleansed
- Cloud stored
- Secure
- Templated
- CRM Driven
- Multi-format
- Direct Mail
- Email/SMS
- Social Media
- Press/Radio
- Peronalised
- Variable date
- Multi-channel
- Response
Managed
- ROI
Analysed
MARKETS & CLIENTS
AEC: ARCHITECT,
ENGINEERING &
CONSTRUCTION
PETROCHEMICAL
& ENERGY
EDUCATION
(PUBLIC/PRIVATE)
FOUNDATIONS
& CHARITIES
LOYALTY &
RETAIL
(OFFLINE/ONLIN
E)
TELECOMMS
& MNO’SPUBLIC SECTOR
& HEALTH
INSURANCE
& FINANCE
HOTELS
& LEISURE
TRANSPORT
(PUBLIC/PRIVATE)
LOGISTICS
& MAIL AUTOMOTIVE
& ENGINEERING
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
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
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
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.
CURRENT STATUS
CountrySales Users
Original Plan
Actual Launch
1 Germany 25 Nov-15 Dec-162 UK 55 Jan-16 Dec-163 Sweden 10 tbc Jan-174 Benelux 10 Mar-16 Mar-175 Spain 5 Mar-16 Sep-176 France 50 Jun-16 May-17
DIRECT SALES 155
7Other countries + client services
140 tbctbc
8 Marketing 10 tbc tbcTOTAL 305
} Live today
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
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 …