An Overview of IBM Sterling Selling and Fulfillment Suite...

© 2012 IBM CorporationInternal Use Only

Industry SolutionsIBM Selling & Fulfillment

An Overview of IBM Sterling Selling and Fulfillment

Suite – 9.2 Release

May 29, 2012

Anand Narayanaswami

IBM Order Management

Product Management

IBM SWG Industry Solutions

© 2012 IBM Corporation2 Internal Use Only


IBM’s statements regarding its plans, directions, and intent are subject to change

or withdrawal without notice at IBM’s sole discretion.

Information regarding potential future products is intended to outline our general

product direction and it should not be relied on in making a purchasing decision.

The information mentioned regarding potential future products is not a commitment,

promise, or legal obligation to deliver any material, code or functionality.

Information about potential future products may not be incorporated into any

contract. The development, release, and timing of any future features or

functionality described for our products remains at our sole discretion.

Performance is based on measurements and projections using standard IBM

benchmarks in a controlled environment. The actual throughput or performance

that any user will experience will vary depending upon many factors, including

considerations such as the amount of multiprogramming in the user's job stream,

the I/O configuration, the storage configuration, and the workload processed.

Therefore, no assurance can be given that an individual user will achieve results

similar to those stated here.

Disclaimer


Industry SolutionsIBM Selling & Fulfillment IBM’s integrated portfolio for Smarter Commerce

Buy Market Sell Service

Core Business Processes

CORE BUSINESS SOLUTIONS

VALUE CHAIN STRATEGY AND ENABLERS

Advanced AnalyticsStore analytics | Purchase analytics | Consumer loyalty | Predictive and prescriptive | Social Analytics | Master data management

Market and customer mgmtAligning sales, marketing and operations

to engage with customers

Innovation and business valueInnovating and aligning business models to

drive value to the customer

• Supplier Integration

Management

• Supply Chain Management

• Payment and Settlement

• Strategic Supply

Management (Emptoris)

• Customer Awareness/Analytics

• Social Media Marketing

• Cross Channel Campaign

Management

• Digital Marketing Optimization

• Cross Channel Selling

• Order Management & Fulfillment

• Customer Integration &

Collaboration

• Store Solutions

• Payments & Settlements

• Delivery, Service, & Support

• Customer Self-Service

• Case Management

Operating and Organization ModelsDesigning operations, supply chain and the

organization model to deliver customer value

Workload Optimized Systems(Z-Enterprise, Power, X, Storage and Systems Software)

focused on agility, integration and automation to drive relevant business outcomes


Industry SolutionsIBM Commerce Solutions

Smarter Cross-channel Commerce with Order Management, WebSphere Commerce and Configure Price Quote

Sterling Order Management Industry-leading order management solution that

enables, omni-channel order promising, fulfillment, and returns across channels and the distributed supply chain.

Delivers user experiences that allow Call Center agents and Store Associates to engage in cross-channel commerce, inclusing associate-facing mobile.

WebSphere Commerce Industry-leading e-Commerce solution that

supports all of a company’s business models, while providing a rich, differentiated customer experience through a single customer interaction platform. Delivers key capabilities for catalog management, merchandising, pricing, promotions and marketing

Delivers user experience for eCommerce, consumer-facing mobile, in-store consumer kiosks, and social commerce

Sterling Configure, Price, Quote Industry-leading product/service configuration, pricing,

and quoting capabilities that enable complex products/services and bundles to be sold across channels.

Delivers user experience that allows Field Sales representatives to engage in cross-channel commerce, including via mobile devices.

Using Sterling Order Management,

WebSphere Commerce and Sterling

Configure Price Quote together provides

a seamless, end-to-end omni-channel

commerce that reduces solution TCO

and unlocks new business scenarios to

differentiate enterprises in the world of

the sophisticated Smarter customer.



2009 2011

Release 8.0

Continuous Order Management Investments

Release 8.5 Release 9.0 Release 9.1

2008 2010

– Cross-channel integration

End-to-end integrated processes for B2C Retail

Selected integrations to support B2B

Order Pricing

Support for configured items

– Product Entitlements

– Stylized Items

– Customer Master enhancements

– Reports

– Work order appointments across slots

– Secure data capture server and PA-DSS certification

– Product/Service Configurator in Common Platform

– New quoting processes/capabilities and new field sales user experience

– New eCommerce user interface

– Multi-enterprise architecture enhancements

– New Business Intelligence capabilities

– New Business Administration application

– Enhancements to the following capabilities to support B2B order processes

– Customer

– Order management

– Sourcing and inventory

– Payment

– WebSphere Commerce integration

– Multiple Inventory Items for a Selling Item

– Distance-based Product Sourcing

– Multi-hop Purchase and Transfer Orders

– Real-Time Availability Monitor Matrix

– Reverse Authorization and Settlement Match

– Transfer Cost Enhancement

– Cost Minimization Sourcing Rules

– Establish Pricing Rules for Provided Services

– Quoting in Call Center and Store

– Quoting Analytics



What’s New in Release 9.2

WebSphere Commerce / Order Management Integration

Store-based Fulfillment

– Ship from Store

– Node Capacity

Business Intelligence

– Returns Business Intelligence

– Ad-hoc Reporting for Business Users

Configure, Price, Quote Enhancements

– Configurator Enhancements

– Quoting Enhancements



Integration Scenarios: WebSphere Commerce FEP3 + Sterling

Order Management 9.1 Key investments

– Cross-channel order promising and common order processes for B2C

– Simple side-by-side order integration, asynchronous order placement and status update

Benefits

– IBM is solving the difficult business and technical challenges of integrating WC and OM for cross-

channel inventory and promising consistency

– Reduces design and implementation time for inventory and order integration

– Ensures promises can be met and reduces risk of over-promising

WebSphere Commerce WebSphere Enterprise

Service BusSterling Order Management

Cart / O

rde

r

Ord

ers

Inven

tory

Get inventory availability

Transfer order

Sync order status

Inventory sync

Call C

en

ter

Sale

s C

ente

r




Order Management 9.2 Key investments

– Cross-channel pricing and promotions execution

– Call Center order capture now enabled for joint deployments with pricing integration

– Single order repository for joint deployments

– Updates to promising integration

Benefits

– IBM is solving the difficult business and technical challenges of integrating WC and OM for cross-

channel pricing and promotions consistency

– Single Call Center simplifies CSR experience and improves productivity and customer response time



Ord

ers

Inven

tory


Transfer order

Get order status

Inventory sync

Pric

ing

Pro

motio

ns

Get item/order price

Carts

Call C

en

ter




Order Management 9.2



Ord

ers

Inven

tory


Transfer order

Get order status

Inventory sync

Pric

ing

Pro

motio

ns

Get item/order price

Carts

Sterling Call Center

Shopping Assistance

Capture Orders

Cancel/Change Orders

Appeasements

Returns

Appointments

Call Center calls out to WC

via OM Services to get

prices/promotions, enabling

single Call Center solution

for Order Capture and

Post-Order Service in joint

deployments

Call to WC for carts could

be implemented in field

based on previously en

abled OM processes to

retrieve web carts, but not

yet productized integration



Inventory Management Integration Approach

OM is the system of record for inventory and promising

– Inventory processing, availability computation and sourcing logic will be performed

in OM

OM pushes inventory snapshot to WC inventory cache using Real-

Time Availability Monitor (RTAM)

WC inventory cache called from web/mobile if availability thresholds

are adequate

Inventory calls can be made real-time from WC to OM to obtain

inventory availability update when the WC inventory cache if cache

entry is low, not found or expired

WC calls OM in real-time for availability for Store pick-up

WC creates inventory reservations in OM via OM services; pass as

order line reservations when orders are placed in OM



Inventory Availability(WC calls SC to check inventory availability)



Cart / Order Integration Approach

Carts for web/mobile orders created in WC

Once a cart is confirmed in WC, WC will make a call to OM to place a

corresponding order for the cart

Order fulfillment will occur in OM

Once the order is placed in OM, WC will call OM for order status/cancel

– WC will NOT maintain a copy of the order

Order history is kept in OM

Sterling Call Center uses OM cart, not WC cart to place orders

– Ability to pull cart from WC into Sterling Call Center not yet enabled OOTB, but can be in the field

Advanced cart functionalities not yet enabled for WC web/mobile OOTB, but can

be enabled in the field – E.g. order change, delivery and service scheduling and value added services



Order Capture(WC creates the shopping cart)



Order Capture(WC cart converted to an Order in OM)



Order Details( WC calls OM for order details)



Pricing/Promotions

WC pricing / promotions service used as the master in a joint

deployment

OM calls WC pricing/promotions service during order placement via

Call Center to ensure consistent cross-channel pricing

– OM user exits implemented to call WC pricing/promotions

WC will price orders and pass full pricing result to OM with the order

During returns OM calls WC pricing/promotions to perform promotion

evaluation and return the price adjustments

Pricing integration enables use of Sterling Call Center as the Call

Center solution in joint deployments for both order capture and post-

order service



Sterling OM/Call Center Leverages WC Pricing/ Promotions






– Ship from Store

– Node Capacity










Previously Available New in 9.2

Sterling Order

Management Services

•Ability to track store inventory

•Promising and Sourcing

considers Store Inventory

•Store calendar and cut-off times

for sending orders considered

when promising against store

inventory

•Store Capacity considered

when promising/sourcing

against store inventory

•Administration of Store

Capacity by Business Users

•Ability to spread orders

across stores

Sterling Store

Application

•Store Pickup

•Transfer to Store

•Store picking for Pick-up

•Store picking for Shipping

•Store Shipping

•Integration to carrier for

label printing

•Simple Store receiving for

transfers intended for pick-

up



Node Capacity

Feature Overview

When there are multiple nodes (Store / DC / Drop ship Vendor) to fulfill an order –

Source from optimal node ONLY until it reaches its quota of units (pick pack ship)

for the day and then source from the other node(s)

Details

Ability to define the number of units to be released to a node in a day – Once node capacity reached, use the next DC / store in the sourcing rule

– Node Inventory still used for ATP/ scheduling, just not released to the node if quota reached

Business users can administer node capacity– Ability for business users / store managers to mark a Node as “ineligible” for a day to prevent orders

from being sent to that node

Separate capacity by fulfillment type (e.g. pick-up and shipping)

Benefit

Enable Stores to participate in fulfilling cross-channel orders without

overwhelming a Store with cross-channel orders

20 IBM Confidential



Node Capacity Administration



Node Capacity Configuration via Applications Manager

"Consider Only Those Nodes That Have A Minimum Available Capacity Of X % Within The Next Y Day(s)"



Ship from Store

Feature Overview

Utilize the Store as a fulfillment center by enabling the shipping process in the

Sterling Store application

Details

Ability to perform a (backroom) Pick for the Order

Ability to perform a Pack into Parcel(s) for the Shipment

Ability to Ship the shipment with necessary Labels and Inserts

Ability to assign a Tracking # for the Shipment

Integration with Parcel systems and Carriers for updates and documents

Benefit

Increases fulfillment options, which increases fill rates and customer satisfaction

Increase inventory turns and reduce the likelihood of markdowns

23 IBM Confidential



Associate prints pick tickets for shipments



Associate picks items and records



Associate can provide Shortage Resolution if needed



Associate Packs Shipment



Associate Scans Items to Add to Container

On Pack Container, a popup

comes up with the Shipping

label and return labels (print

preview). User can print locally



Container completed. Packing slip printed and put in container.






– Ship from Store

– Node Capacity










Previously Available New in 9.2

•Cognos Business Intelligence

embedded with Order Management and

Configure, Price, Quote

•Datamarts provided for Order and

Quote

•Standard reports and dashboards for

Order and Quote

•Returns datamart

•Returns reports and dashboards

•Backorder analysis report

•Ad-hoc reporting to enable savvy

business users to create their

own reports

•Extract data from data marts to

text files



Perfect Order Dashboard now includes Returns

Provides quick view of impact of returns on the revenue

Drill through to analyze returns patterns by product and customer

Newly added %Returns

Revenue report



Top 10 Returns By Product and Revenue

Report Details

– Quick snapshot of most commonly

returns products by revenue

– Drill through to see top reasons for

returns by product

Benefits

– Identify returns patterns

– Early detection of potential quality

issues

$0

$50,000

$100,000

$150,000

$200,000

$250,000

Pro

d 1

Pro

d 2

Pro

d 3

Pro

d 4

Pro

d 5

Pro

d 6

Pro

d 7

Pro

d 8

Pro

d 9

Pro

d 1

0

Top 10 Products Returned by Revenue

Returns Revenue

For Product 1

Return Reason Code

Return Description

Revenue Returned Qty

Ret 1 Faulty $200,000 5000

Ret 2 Broken $150,000 2000

Ret 3Changed mind

$125,000 1500

Ret 4 ..

Ret 5 ..

Ret 6 ..

Ret 7 ..

Ret 8 ..

Ret 9 ..

Ret 10 Don't need it $1,500 50



Top 10 Returns By Customer and Revenue

Report Details

– Quick snapshot of customers who

returns the most by revenue

– Drill through to see top reasons for

returns by customer

Benefits

– Identify returns patterns

– Early detection of potential fraud and

abuseCustomer 1

Return Reason

Code

Return Description

RevenueReturned

Qty

Ret 1 Faulty $200,000 5000

Ret 2 Broken $150,000 2000

Ret 3Changed mind

$125,000 1500

Ret 4 ..

Ret 5 ..

Ret 6 ..

Ret 7 ..

Ret 8 ..

Ret 9 ..

Ret 10 Don't need it $1,500 50

$0

$50,000

$100,000

$150,000

$200,000

$250,000

Top 10 Returns Customer

Returns Revenue



Backorder Demand Analysis reports

Report Details

– View in-flights backorders by product

by distribution centers/store

– Drill into product backlog details –

backordered quantity and promised

date

Benefits

– Allow supply chain managers better

visibility into backorders to enable

execution of manual inventory

balancing where needed



Enable Business Analysis with Ad-hoc Reporting

Enables business users to create their own analyses without help

from IT

Point, click & drag to build reports and filter data on existing

datamarts



ADDITIONAL OM

ENHANCEMENTS



Payments: Charge Transaction Request Enhancements

Feature Overview

With enhancements made to Charge Transaction Requests (CTR), it will now support

settlements and reversals.

Capabilities

Ability to acquire authorization that accurately matches settlement request

A new rule has been introduced to prevent use of authorizations that exceed invoice

amounts

A new flag – “Do Not Consolidate Settlement Or Refund Requests Across Invoices”,

which will settle each invoice separately, allowing more intelligent selection of

authorizations

Benefits

Reduction in payment transaction fees due to matching of settlement and authorization

amounts

Greater flexibility to settle invoices separate for more accurate tracking purposes

39 IBM Confidential



Partial Reversal of Authorization

Feature Overview

Previously reversal was supported for complete authorization amount. With

this release, reversal of partial amounts are possible

Capabilities

Flexibility to reverse authorization for partial amounts rather than the full authorization

which would require an additional re-authorization

Configurable feature. Default setting won’t support partial reversal and is for backward

compatibility

Benefits:

Reduce transactional costs due to reduced number of calls to payment gateway

40



Partial Auth Reversal Example

Scenario: Available open Authorization for $100, need to settle invoice for $60

Full Reversal Partial Reversal

Reverse $100 Revese $40

Authorize $60

Charge $60 Charge $60

Total transactions: 3 Total transactions: 2

.



Distance Based Sourcing for Delivery Services

IBM Confidential

Feature Overview

Previously the capability to do Distance Based Sourcing was restricted to Products. This has

now been enhanced to support Services as well

Capabilities

Ability to source a Delivery Service from a node or a group of nodes that are within a certain

distance radius (configurable) from the ShipTo address

Within a group selected nodes based on this criteria, a specific node for shipment will be

selected based on configuration of optimization rules

Benefits

Decrease costs by selecting the most optimal node for service delivery



Ability to attach Products to a Provided Service

IBM Confidential

Feature Overview

Ability to add associated Products to a Provided Service in an Order

Details

Previously we supported adding of associated Provided Services items to a Product but not

the reverse

We now support adding a Provide Service to an Order and then adding associated Products

to it.

Enhancements were done to both Foundation APIs and to COM screens to support this

functionality

Benefits

Flexibility to configure Services and sell associated products with them



Miscellaneous Enhancements

IBM Confidential

RTAM enhanced to include Inventory Organization Code in its output

– If there are two Inventory organizations publishing availability for the same item. Then

the item availability for each org can be found out based on the Org Code

Control Inventory Audit logging Based on Adjustment Type

– Currently whenever there is change in supply, it is recorded in the logs there by

increasing the log size. This ability would allow customer to control the logging based

on specific adjustment type

GetItemListForOrdering API enhanced to return customer entitlements from a complex

query

– Multiple items can be passed into this API and it will return only items that a customer

is entitled to, using a complex query. Eliminates the need to make API calls repetitively






– Ship from Store

– Node Capacity









CPQ Enhancements: Configurator

IBM Sterling Configurator– Additional AJAX features to the Configurator presentation user interface

providing more desktop-like experience for the end-user/shopper

– More out-of-the-box UI controls, reducing the development costs of UI

customization

– Improved model testing and debugging presenting performance of compatibility

tables, helping modelers better assess Configurator run-time performance

46 IBM Confidential



CPQ Enhancements: Quoting

IBM Sterling Quotes– Multiple Quote Approval Plans provide the ability to create more than one quote

workflow, and therefore to submit quotes to approvers based upon the specifics

of line items in the quote.

– Quote Approval Plan creation in Business Center, providing pricing manager

convenience.

– Quote approver delegation allows members of the quote approval workflow to

indicate colleagues or other managers who will participate in the quote

workflow in their stead, such as while the delegator is away from work.

– Document attachments, offering capability to save proposals and related

documents for specific quotes in progress or completed.

47 IBM Confidential



CPQ Enhancements: Quoting

IBM Sterling Quotes– Multiple Quote Approval Plans provide the ability to create more than one quote

workflow, and therefore to submit quotes to approvers based upon the specifics

of line items in the quote.

– Quote Approval Plan creation in Business Center, providing pricing manager

convenience.

– Quote approver delegation allows members of the quote approval workflow to

indicate colleagues or other managers who will participate in the quote

workflow in their stead, such as while the delegator is away from work.

– Document attachments, offering capability to save proposals and related

documents for specific quotes in progress or completed.

48 IBM Confidential

Database Tier

– Oracle 11.2.0.2 (note: Oracle RAC supported on 2-node and 4-node

configurations)

– DB2 9.7 Fix Pack 3a, DB2 9.8 pureScale: support for 3 Members

(Nodes)*

Application Server Tier

– Oracle WebLogic Server 11gR1 (10.3.2), Oracle WebLogic Server 11gR1

(10.3.4)

– IBM WebSphere 8.0, IBM WebSphere 7.0.0.13

– JBoss 5.1

Internet Browser

– Applications Manager & Console (Legacy HTML Framework): IE8, IE9

– Business Center & Field Sales: IE8, IE9, Firefox 3.6, Firefox 4.0,

Google Chrome 5+ (latest version), Apple Safari 5.0.3

RCP Client Requirements

– SuSe Linux Enterprise Desktop 11

– Windows XP, Windows 7

– Red Hat Linux WS 5.5

*Extended Content

IBM Confidential

Technical Stack Updates

REFERENCES



Documentation References

IBM Confidential

When What Where Link

eGA Complete documentation for OM and CPQ SSFS 9.2 Information center http://pic.dhe.ibm.com/infocenter/ssfs/v9r2/index.jsp

eGA Two Documents:1. System Requirements for Software and Hardware2. Download document about files posted on Passport Advantage

Support Portal --> Plan & Install tab

http://www-947.ibm.com/support/entry/portal/Planning/Software/Other_Software/Sterling_Selling_and_Fulfillment_Suite

eGA PDF documents for the following:- Upgrade- Installation- Concepts- Configuration/Deployment Guides

Note: All of these documents are part of the

complete doc available on the Info Center as HTML.

Support Portal --> Product Documentation

http://www-01.ibm.com/support/docview.wss?uid=swg27023881

eGA Quick Start Guide for OM and CPQ

Note: The quick start guide outlines the overall

install process & guides users through the media in the box. It includes links to the URLs given above for the Info Center and the Support Portal.

Will be included as part of the media package shipped to on-premise customers



CONTACT INFORMATION FOR PRODUCT

IBM Confidential

• ORDER MANAGEMENT (OM, COM, SOM, SIM, WMS)

Allison Manetakis – [email protected]

Anand Kaddi – [email protected]

Anand Narayanaswami – [email protected]

Sudhir Balebail – [email protected]

• CONFIGURE, PRICE, QUOTE

Eric Marotta – [email protected]

Pat Willard – [email protected]

• OM PLATFORM (Business Intelligence, Tech Stack, Certifications)

Subhayu Chatterjee – [email protected]

• PRODUCT MARKETING

Rodney Martinez – [email protected]

Peter Wharton – [email protected]

mailto:[email protected]









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