Stelrad UKCloud For Customer Project

Michael Johnson – Business Analyst.

Stelrad RadiatorsCompany Overview

• Stelrad is the UK’s number 1 radiator brand offering the widest range of steel panel, designer & towel rails in the country.

• Manufactured high quality, steel radiators since 1936• Utilise state of the art manufacturing, warehousing and distribution solutions to enable us

to offer high quality products and service.

Stelrad UKC4C Project Outline

Project Justification

• Stelrad UK identified the Business had a significant opportunity to increase the effectiveness of its sales organization and gain significant competitive advantage.

• New, dedicated sales teams delivering Stelrad brand and premium product upsell messages would be unique amongst radiator competitors

• Target increase of 23000 customer contacts - expected to increase sales significantly

• A new mobile CRM platform with improved usability and functionality was a key part of enabling this new sales structure to function effectively.

Project Summary

• Following company presentations and demo sessions we partnered with Gauri for our C4C project.

• Proved to be a great choice as they have expert knowledge and supported us every step of the way.

• Gauri delivered an initial live system in only 9 weeks

• Stelrad opted to deploy latest responsive UI version to all users.• One of the 1st companies to choose a full responsive UI deployment• Worked together with Gauri & SAP contacts to resolve initial system issues and

overcome challenges• Good support received from both companies

• Solution well received by users and exec alike.

Initial Project Requirement

Stelrad UKC4C Additional Functionality Deployed

• Home screen improvements – including KPI & Report tiles.

Additional Functionality Added.

Brand Specialist ScreenManager Screen

• Customer Visit frequencies created based on Sales Out figures and Visit Planner functionality activated to aid visit planning

Additional Functionality Added.

• Visit duration calculator to enable more accurate Visit reporting.• Standard event = 1 aggregated visit• Half day event = 3 aggregated visits• Full day event = 6 aggregated visits

Additional Functionality Added.

• Mandatory tasks added to visits to try and enforce specific actions.• E.g. “Check Stock Profile & Marketing Attributes” (added to every Merchant visit).

• The Brand Specialist has to set this task to complete before they can check out of the visit. It serves as a reminder to perform the action and also as confirmation that they have done as requested.

Additional Functionality Added.

• Brand and Model Stocked fields added for more accurate analysis.

• New Team Responsible field added to allow employees to only see relevant accounts.

Additional Functionality Added.

• Branch Sales Out Reporting – more advanced than originally requested.

Additional Functionality Added.

• Marketing emails via email template directly from C4C.

Additional Functionality Added.

• Dashboards for easy access to reports.

Additional Functionality Added.

Stelrad UKC4C – Future developments

• Brand Specialists• Reporting• Visit surveys• Separate home screens for Brand Specialist manager and Telemarketing manager (new business

roles)

• Telemarketing• Target groups• Automated creation of reoccurring customer telephone call activities• Response options for campaigns• Phone call surveys

Future Improvements

• Customer management.• Activity management (Visit planning).• Tasks.• Leads and Opportunities.• Contracts• Sales Target Planning/Forecasting.• Reporting & KPI’s.

Spec Sales Project: Potential Scope

Stelrad UKThank you for listening – Any Questions?

• Contact details• Email - Michael.johnson@stelrad.com• LinkedIn – search Michael Johnson Stelrad (in LinkedIn or Google)

Contact Details