presentación de unit4 en el instituto de empresas de madrid
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Presentación de Unit4 en la Mesa Redonda del Instituto de Empresas de Madrid.TRANSCRIPT
Workshop Unit4 Business Software Iberica
José A. Martínez
CRM Consultancy Manager
Jun 2010
Pág. 2CORPORATIVE PRESENTATION Jun 2010
AGENDA
• Who am i?• Unit4, the holding.• Unit4 Business Software Iberica.• What do we do in CRM?• Cloud Consulting.• Customers & Sectors.• Methodology.• Business Case: Laboratorios CINFA.
Pág. 3CORPORATIVE PRESENTATION Jun 2010
WHO AM I?
José A. Martínez:• CRM Consultancy Manager of UNIT4 last 6 years ago.• Working with Siebel CRM Suite from 2001.• Partner Relationship between Unit4 and Oracle Spain.• Accountable Manager of all the customers in Madrid, Centre-North of
Spain, Portugal, Germany• Staffing & Resource.• Main goal is all the projects nice to be “on budget” and “on
time”.• Also, all the consultants will be “confortable” with their jobs and
customers.• Colaborate in all stage of the customer: sales, presales, postsales,
presentation & proposal, rates, etc.• Implementing ideas & proactive deployment:
• Siebel Licenses.• Consulting Services.• Across Areas
UNIT4, the holding
Pág. 5CORPORATIVE PRESENTATION Jun 2010
OUR STRATEGY
Leading national and European manufacturer in
Solutions of Management (ERP&CRM) for Companies,
Public Organisms and Health, both in sale and in
payment for use (Saas) compromised with the Quality
and the Service, and pioneer in R+D.
Our Solutions UNIT4 ekon UNIT4 Agresso Business World UNIT4 Coda UNIT4 CRM Services & Solutions
Our Target BLINC (Business living in Change)
Headquarter Sliedrecht, Holanda
Pág. 6CORPORATIVE PRESENTATION Jun 2010
ECONOMIC RESULT
Turnover: 394 M € (gwep up 27%)
EBITDA: 70,1 M € (gwep up 35%)
Offices: 19 countries
Employees: 3.500
The shares of the group quote in the stock exchange of Amsterdam (Euronext).
6
Who is Unit4 Business Software Iberica?
Pág. 8CORPORATIVE PRESENTATION Jun 2010
OUR HISTORY
2008
February
Pág. 9CORPORATIVE PRESENTATION Jun 2010
OUR COMPANY INTEGRATED
Unit4 Business Software
CCS
Agresso Spain
Mayor
Medium
Small
Pág. 10CORPORATIVE PRESENTATION Jun 2010
WHO IS UNIT4 BUSINESS SOFTWARE IBERICA?SPANISH SUBSIDIARY
A global speaker for companies and public organisms.•Experienced and qualified staff of about 550 professionals.
•Deveplopment int´l business in all countries spanish and portuguese spoken.
Offices and partners in the whole national territory Spain•Madrid•Barcelona•Bilbao•Valencia•Sevilla•Zaragoza•A Coruña•Granada•Lisboa•Malabo
More than 4.000 customers•Public Organisms.
•Companies.
Software Factory for public organisms& companies.•UNIT4 ekon•UNIT4 Agresso Business World (ABW)
•UNIT4 CRM , remote services & near shoring models.
•It also offer services to the subsidiaries of our customers all over the world
The best tecnology for all ours solutions.•Karat for Ekon Solutions.
•Vita for ABW Solutions.
10
Pág. 11CORPORATIVE PRESENTATION Jun 2010
WHAT DO WE DO IN CRM?
Pág. 12CORPORATIVE PRESENTATION Jun 2010
WHAT DO WE DO IN CRM?
CRM Project Implementation
Agresso CRMSmb market &
ABW
Oracle-SiebelMayor Accounts
CRM Project Consulting
Maintenances Predictive, Corrective, Evolutive
Multi SupportNew
Developments,Deployments
Other CRM Project
CRM Management Helpdesk Applications
Auditing
Business Intelligence &
Integration
Middleware Vitria Siebel Analytics
Process Reengineering
Change Management
Systemic Thinking Business Process
Pág. 13CORPORATIVE PRESENTATION Jun 2010
OFFERED SERVICES
Services ModelIn Situ and / or, Remote
MaintencanceAcording with an AMS
Support to end usersCRM Auditing
Capacity Planning, Releases, Versions.
Manage and MonotorizationServer, DB, Operative System,
Aplications, Middleware
• Data Model• Logical Model• Business Model
CRM Levels
Aplication 7
Presentation 6
Sesion 5
Transportation 4
Net 3
Data Join 2
Fisical 1
VpnVncWebexMessengersHttpsData Autentification
Accomodation ExpensesPer day endMore persons in the customer offices
Pág. 14CORPORATIVE PRESENTATION Jun 2010
WHICH CRM AREAS?
• Datamining• Analytics
• Create ETL• OLAP
• Order Request• Helpdesk• Dashboard• Call Center
• Campaigns.• Segmentations.
• ROI.• Customer Loyalty.
• Customer Rewarding.• One to One / B2B
• Callcenter
• Sales force Automatization.• Forecasts.• Order Management. • Organizations & Structures• Pricing, Incentives
Compensation• Proposal, Products & Services ,
Catalog.• Call Center
Sales
MarketingBusiness
Intelligence
Services
Pág. 15CORPORATIVE PRESENTATION Jun 2010
WHY US?
Pág. 16CORPORATIVE PRESENTATION Jun 2010
WHY US?
Pág. 17CORPORATIVE PRESENTATION Jun 2010
INTEGRATED RESOURCES IN OUR CRM DIVISION
• Management Director
• Business Controler
• CRM Managers
Juan Carlos CuevasDirector Manager
CRM
José A. MartínezCentre
Emilio NaranjoSouth
Oscar CubilloNortheast 1
Antonio TorresNortheast 2
International Francesc Jimenez
Rocio FernandezControler
80
Consu
ltants
Int´l S
ale
s
Pág. 18CORPORATIVE PRESENTATION Jun 2010
CONSULTANTS SKILLS
• Sponsor of the Project : is the figure in charge to exert a control on the resources and the planning of the project with the objective to guarantee the satisfactory delivery of the project in the decided terms.• Project Manager : responsible for the daily handling of the project, the resources, the plan of the project.• Functional Analyst : works with the users to review the business requirements and mapping these requirements with the application and the design of system.•Technical Architect : works in the definition of the required components of system and in the implementation of the appropriate technical and technological systems.•Programmers Siebel is expert in the development of the application.•Training : is expert in, once implanted the application, to give the suitable formation to the end users .
Cloud Consulting
Pág. 20CORPORATIVE PRESENTATION Jun 2010
ENTERPRISE COMPETENCE CENTRE
Pág. 21CORPORATIVE PRESENTATION Jun 2010
ENTERPRISE COMPETENCE CENTRE (ECC)
• Dedicated to Siebel since 1999, Unit4 has a solid track record in
implementing and supporting Siebel applications.
• To assist customers in their support issues and to centralize knowledge and
efforts, to offer professional expertise on Siebel solutions to customers
throughout Europe:
• The ECC provides reliable, cost-effective, dependable.
• Helpdesk and support services on the following levels:• Maintenances,
• Development.
• Integration,
• Never forget, Siebel doesn´t works alone, need to have ERP, Legacy
Systems Integration with other applications or solutions.
Pág. 22CORPORATIVE PRESENTATION Jun 2010
THE ECC VALUES
low cost Infrastructure
High efficiency levels
Multilingual
Flexibility
One team
Centralized expertise
Cultural proximity
One knowlegde base
Shortcommunication
lines
International focus
One single source Nearshore
vs Offshore
Pág. 23CORPORATIVE PRESENTATION Jun 2010
THE ECC NEAR SHORE ADVANTAGES
• The ECC offers a complete remote outsourcing of the Siebel end-user,
Helpdesk, providing support to end-users wherever they may be located.
• The ECC team consists of expert, highly-skilled, multilingual technical and
functional consultants that provide Siebel support in different languages.
• This international focus of the ECC
allows Siebel end users to
communicate in their local language
and allows our customers to maintain
the specific cultural dimensions of each
country, without driving up costs and
without loosing efficiency.
Pág. 24CORPORATIVE PRESENTATION Jun 2010
THE ECC INTEGRATED SUPPORT
• Customers looking for a single source of integrated
support for their front- and back-office systems can
rely on Unit4’s capabilities not only around Siebel
but also on applications as ERP. (SAP, Agresso,
eKon)
• The ECC maintains the underlying databases,
operating systems and hardware platforms of all
supported business solutions.
• The ECC performs proactive monitoring of the
systems and performance related tasks to ensure
high system availability according the AMS.
• The ECC not only covers the functional and
technical aspects of each system, but also the
interfaces between them.
Pág. 25CORPORATIVE PRESENTATION Jun 2010
ECC NEAR SHORE SUPPORT, IN SHORT
What is it ?
• A reliable, cost-effective, and dependable service consisting of any combination of
Helpdesk (1st Level), 2nd Level Support, and Corrective/ Evolutionary software
Maintenance (3rd Level)
Why ?
• Because the cost of infrastructure and personnel in Granada is one of the lowest in
Europe, while the quality and experience of the staff is very high.
• Because centralized and professionalized support achieves highest efficiency
For Whom ?
• For companies in need of a professional and stable support & development team
• For companies that are considering outsourcing all or part of their support and/or
development for the sake of maximizing cost effectiveness.
How ?
• Through a penalty-driven Service Level Agreement with guaranteed response and
resolution times
Pág. 26CORPORATIVE PRESENTATION Jun 2010
WHY US?
• Provider Services. (Consulting Partner Oracle-Siebel
from 1999)
• Technnical, Technological and Functional Provider of
CRM.
• Implementation Methodology of CRM “Optym”, Scrum
& According to the customer sector.
• Tested experience in CRM Solutions
• ERP integration expertise:
• eKon. SAP, ABW, Legacy Systems.
• System Operative and Database expertise:
• Windows, Unix (Hp, IBM, Sunmicrosystem)
• MS SQL Server, Oracle, some projects with DB2
Pág. 27CORPORATIVE PRESENTATION Jun 2010
WHY US?
• Over 80 Siebel Consultants (12 Certified )
• Internal Forum between all the consultant before to create
a Service Request (Metalink)
• Close to our Customers.
• National and International Customers Worldwide
• Experience in all sectors
• Close to “all local representation”
• Development Center of CRM in Spain to UNIT4
• Reduced costs because of Development
Customers
Pág. 29CORPORATIVE PRESENTATION Jun 2010
CUSTOMERS AND SECTORS
Pág. 30CORPORATIVE PRESENTATION Jun 2010
CUSTOMERS AND SECTORSEn
ergy
Tran
spor
tatio
n
Bank
ing
& In
sura
nce
Phar
ma
Man
ufac
turin
g
Reta
ils
Tecn
olog
y
Publ
ic O
rgan
ism
s
Pág. 31CORPORATIVE PRESENTATION Jun 2010
CUSTOMERS AND SECTORS
Methodology
Pág. 33CORPORATIVE PRESENTATION Jun 2010
Unit4
OPTYM STAGE
Agreement
Customer
Pre- Roll Out
DefinePrototype VerificationInteractive Deployment Roll Out
• At the end of this phase will deliver: • Minutes of Meeting • Implanted System• Minutes Closure Project. • Infrastructure support and warranty. • Parts of incidents. The incident occurred after the entry into production during the
period of support will be reflected in a part of incidences.
Pág. 34CORPORATIVE PRESENTATION Jun 2010
FEATURES AND ADVANCED OPTYM
Flexibility: to adjust or modify the solution even though it is in advanced stages of development.
Time to market: best of the breed, out to the box and customs.
Validation of business models.
Agility and speed.
Feedback of the end user.
Multiples phases.
Pág. 35CORPORATIVE PRESENTATION Jun 2010
SCRUM FEATURES
• Scrum is good for some kind of projects.• Scrum is good if the customers way to think is in the long term.• Can adapt to any changed requeriments.• The customer need to be involved in all the projects.• Multilevel teams and areas in the project.• Scrum recomend best practices used in the project.• Scrum works with functional analysis development software.• The team have the responsability of all the process.• Rapidly actions in a changed business.• To correct some problems is easy because the springs are shorts. (time).
Pág. 36CORPORATIVE PRESENTATION Jun 2010
SCRUM DEFINITION
Roles
•Owner Products
•Scrum Manager
•Team•Quality
Assurance & others
Components
•Products requeriments
•Spring requeriments
•Roll out
Meeting
•Spring Planning
•Daily Meeting
•Srping Review
Value
Customer Centric Focus
Projects Visibility
Ownership
Spring timeable
Pág. 37CORPORATIVE PRESENTATION Jun 2010
Pág. 38CORPORATIVE PRESENTATION Jun 2010
SCRUM TEAMS
• Barcelona Software Factory of ERP eKon• 40 Consultants in diferents skills in Java Platform
• Granada Software Factory of ERP ABW• 2 Teams (10 Consultants + 8 Consultants)
•Granada Software Factory of ERP Coda2go• 1 Team (15 Consultants)
Business Case: Laboratorios CINFA
Pág. 40CORPORATIVE PRESENTATION Jun 2010
CINFA CASE
• CINFA is a Spanish Company.• Turnover: 183M€ (SMB Company)• Principal Products: Pharma drugs & Medical devices.• Headquarter: Pamplona – Navarra.• Employees: 750 professionals. 200 Field Sales Force.• Over 40 years in Spanish market, now Portugal & Int´l.
Pág. 41CORPORATIVE PRESENTATION Jun 2010
CINFA INFORMATION SYSTEMS
• ERP developed in house. (Visual Basic & Visual Scripts)• CRM Oracle-Siebel 8.0 –> 8.1• BI Business Object.• Reporting System.• Tables pc / gprs / access ERP & CRM Field Sales Force.
Pág. 42CORPORATIVE PRESENTATION Jun 2010
CINFA CRM CASE
• ERP can´t offer frontoffice Services.• CINFA decided to see on CRM Solutions market/manufacturer.• CINFA decided to implement Siebel CRM with a local partner.• First Phase. 360º vision integrated with BI. (VBC)
• CINFA decided to change of Siebel CRM partner.• Second Phase & Next Steps.
• CINFA decide to deploy their CRM strategy with Unit4 from 2008.• Unit4 has helped CINFA with the next phases:• Siebel CRM Auditing.• Deployment Phase II with Activities, Products, Pricelists, Oportunities,
Campaings via Email & Events.• Lotus Notes Integration/Email.• Trainning to advanced users, administrator users.• Proactive Hotline Support (Production Siebel Server)• Institutionals Contacts Management.
Pág. 43CORPORATIVE PRESENTATION Jun 2010
CINFA CRM CASE
• What CINFA going to do now?• Sales Force Automations / Order Management
• Accounts.• Contacts• Orders.• Billing. • Enciclopidea / eCatalog• Listsprices.• Sales Force Automation.• Expenses Control.• Competence.
• Medical planning visits.• Geomarketing.
• What CINFA will do in the future?• CTI / Telephony.• Evolutive Improvements.• New Developments.• Siebel Standard & Best Practice will apply.
ERP
CRM Comercial
CRM
Marketing
Pág. 44CORPORATIVE PRESENTATION Jun 2010
CINFA CRM CASE
Pág. 45CORPORATIVE PRESENTATION Jun 2010
CINFA CRM CASE
MARKETING•Campaigns•Events•Offers
Field Sales Force•Planning Visits•360º•Sales Goals
PRICING•Products•Catalog•Pricing
ORDER MANAGEM
ENT
SFA
Pág. 46CORPORATIVE PRESENTATION Jun 2010
SUCCESFULY STORY
“Nos decantamos por UNIT4 porque tienen un buen servicio, una larga experiencia y además noshicieron una buena oferta económica”.Enrique Tirapu, responsable de sistemas de información de laboratorios Cinfa
1. Confianza y preparación“Queremos que UNIT4 no sea un simple colaborador, ya quevemos en ellos a un partner tecnológico altamente cualificado”.
3. Seguridad y respaldo tecnológico“Saber que es una empresa grande, con clientes de reconocidoprestigio y que además tiene una fábrica de desarrolloen Granada y otra en Barcelona nos proporciona una granseguridad”.
SituaciónLaboratorios Cinfa trabajaba con un ERP de elaboraciónpropia que necesitaba un complemento para implantar unagestión orientada al cliente.
Pág. 47CORPORATIVE PRESENTATION Jun 2010
IMPLEMENTED SOLUTIONS
Software Solutions
Pág. 48CORPORATIVE PRESENTATION Jun 2010
www.unit4.es
THANK YOU…!!!!
José Antonio Martínez MartínezEmail: [email protected]
Móvil: +34 628.940.885