Deloitte Shared Services Conference 2018 Focus 11: Fast ......Chatbot and robots automation tools...

Deloitte Shared Services Conference 2018Focus 11: Fast, agile, data-driven… How to be the GBS that your customer can’t live without

Guy Mercier, Solvay

Solvay Business Services

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Our Solvay Group


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350m€

YEARLY BUDGET

30

SBS: a real global & worldwide footprint

BANGKOK

SINGAPORE

PRINCETON

SÃO PAULO

CURITIBA

COUNTRIES

Regional Offices Service Centers

LYON

BRUSSELS-PARIS

LISBON

RIGA

56%

18%

19%

7%

HEADCOUNT

2000

NATIONALITIES

40

110SITES


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SBS End-to-End Processes service-offering

Procure to Pay (PtP) Order to Cash (OtC) Hire to Retire (HtR)

Record to Report (RtR) Information Services (IS) Services

- 1,295,406 invoices processed

- 44,700 suppliers

- 83.3% supplier payments on time

PILOT - Robotization of report & data

files creation

- 95.6% invoicing accuracy

- 71% payments automatic matching

- 4.89% overdue

- 257 legal entities managed

- Integration of 55 Cytec companies

into Group Reporting

- 91% compliance for Close

New Transfer Price and BFC

administration services go-live

- Google Apps: 80M emails received,

14M sent, 11M documents stored in

Gdrive,

- Freshdesk ticketing tool: 190k

tickets created, 67.24% of users

already satisfied

- 4,200+ HtR tickets created each

month

- 27,000 Solvay employees & 40,000

payslips

- Requests solved in less than 48h

- 99% payment accuracy

- ISO 9001:2015 & ISO 27001:2013

- 62% trained in Customer Centricity

- Customer Satisfaction Survey rating

3,3


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…is supported by a global SBS organization

Latin America

Asia-Pacific

Europe Middle-East Africa

North America

Applications

HtR

PtP

RtR

OtC

Industrial

Research & Innovation

Infrastructure

Digital officeGlobal Delivery

Business Relations

Communication &

Marketing

Users change

Processes

performance

Process expertise

(Finance, HR, Projects/M&A, Risk/Compliance, Vendor mgt)

CUSTOMER

RELATIONSSERVICE DELIVERY

20 1300PROCESS

80 INFORMATION

SERVICES580

SUPPORT

ACTIVITIES 70

HtR

PtP

RtR

OtC

Regional

office

Decision & piloting

solutions

Data Management

HtR

PtP

RtR

OtC

Service

center

HtR

PtP

RtR

OtC


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The SBS transformation is accelerating

2013 2014 2015 2016 2017 2018 …2020

SBS LAUNCH

IMPLEMENTATION

STABILIZATION

TRANSFORMATION

SERVICE

OPTIMIZATION

BUSINESS

ENABLEMENT


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Enhancing

customized

solution

offerings

Reducing

cyclical &

low-growth

businesses

exposure

global sustainable specialty resilient innovativeMORE

[1] Divestment in progress, expected to be finalized by the end of 2018

2011 2012 2013 2014 2015 2016

Ryton

InovynEco

Services

Chem-

logics

Cytec

PCC

Refri-

gerants

Indupa

Pipe-life

Rhodia

Acetow

Viny-

thai

Form.resins

2017

XLcompounds

ACQUISITIONS

DIVESTMENTS

Polyamide

[1]

DakartoBenvic

LT-CFplant

Ener-gain

Benvic

Phos-phorous

Solvay HAS CHANGED: portfolio upgrade


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Our Customers ARE CHANGING FAST

OUR NEW CUSTOMERS :

Our top ten

customers now

include

aerospace and

smart device

Our customers’

expectations are

evolving fast

They want to grow

on highly

competitive

markets

They want

innovative and

personalized

solutions & they

want them fast


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Collaborative business dialogue with GBUs to help

them accelerate profitable growth and create value

Attract, develop and retain talented pool of engaged

top executives strongly committed to Solvay

Drive world class operations, with focus on excellence

to achieve continuous improvement

Foster breakthrough innovation to enable long-term

organic growth in all activities

Continue to take bold and transformative actions to

strengthen our portfolio of specialties

Top Talent

management

Excellence

Breakthrough

innovation

Portfolio

management

5 Differentiating core capabilities

Entrusted with the Group top management

GBU performance

management


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Role of group functions and SBS

Before and after

Functional activities only performed centrally

when it adds value: economies of scale

or improved expertise

Functional activities centralized at Group level,

but unclear roles & responsibilities

in GBU centric model

PROPOSED

AMBITION

SOLVAY

TODAY

GBU-centricity: by default, all activities are performed in the GBUsFunctions and SBS are only involved where they add significant value by:

Managing selected mandatory activities directly, including command and control

on critical policies or processes

Offering optional expert services and sharing experience to assist and support

Group entities

Improving effectiveness and cost efficiency by performing selected mandatory

services centrally for all


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To enable the changes to happen and sustain we promote

Three collaborative behaviours

I take smart risks

I trust

I meet customer and

frontline* needs

* Frontline: our Solvay colleagues who are the closest to our customers


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I will work

on what matters,

in alignment

with Group

priorities

I will feel less

bureaucratic

burden, on

a daily

basis

I will work in

a simpler,

faster, more

collaborative

environment

I will develop

trust

relationships

with colleagues

and

customers

What Oxygen will change

For the individual Solvay employee

WHAT DOES IT MEAN FOR ME?


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Digital Transformation

SBS Digitalization Task force

Objectives

■ Consolidate & Exchange on all initiatives within SBS

■ Share & Align the communication to the group D@S

■ Grow the competencies of SBS on Digital Awareness

& Knowledge

■ Ensure KPIs follow-up on SBS Digitalization initiatives

& achievements

Deliverables

■ Make a Digital Capabilities Assessment of SBS

■ As Is

■ Short term taking into account current projects

2016-2017

■ Middle/Long term taking into account non

budgeted projects & ideas (2017-2019)

Robots will never totally replace human but one

will do fast and with high precision massive

amount of activities…

…the other will design, control, adapt, analyze,

monitor…dream and invent

Our Roadmap 2016-2020 – SBS Digitalization Programs

Enhanced users experience and process transformation


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Why a Chatbot@HtR ?

Customer Centricityincrease employee

experience

Service LevelImprove SLA thanks to faster

response time and extended

service windows.

EfficiencyChatbot and robots automation tools can

function 24/7

ConsistencyChatbots replies always the

same way with up to date

information

Cost SavingsFrequently asked questions &

transactions are delegated to chatbots

offloading support center.

Repetitive and predictive operations can

be forwarded to back-office robots

Agile Scalability and FlexibilityChatbots and robotics engines

can be sized to absorb peak of

activities providing appropriate

response time.

ComplianceChatbots & robotics allow any data accesses

and processes to be logged and retained

onsite for auditing

Employee well being- Employee being replied fast and right

- SBS Call center off-loads from unwarded

and annoyed frequently asked questions

allowing a focus on strong adding-value

tasks.

AnalyticsUser behaviour and chatbot reaction can be logged for

reporting aiming to improve quality of information

(tuning of NLP engine and knowledge bases)


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Vision: aligned Bots with both RoadMap

HR Group Function & SBS HtR

Chatbot Pilot


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Sam masters 1300+ knowledge articles

And 900 expressions in matching groups!

79% of conversations were successfully matched

Over an average of 30 conversations per day

(period: January to July 2018)

In 2 different languages.

Overview of SAM “Solvay And Me”


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Knowledge base

Creation of Matching groups

Self-Learning-supervised by human: Daily

revision of DialogsReformulations manually added

Provide feedback to all users with Negative

feedback

Update social & Solvay knowledge.Decision trees built

What was done?

Knowledge database was built based on 80/20: checking numbers of hits inAsk-HR, only questions with relevant hits.


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TRAINING ● Creation of a video to explain the project and a video for a demo

● Training courses/demos available for the pilot population but not many participations.

COMMUNICATION● Emailings (min 1 per month) sent to the pilot population with: what’s new, statistics on usage

and satisfaction, tips and tricks, what’s next…

○ 1st phase: communications sent to around 1000 people (HRs and Carnaxide

employees)

○ 2nd phase: communications sent to around 7000 people (all FR, BE, PT employees)

● One article in the HtR Newsletter to explain the project

● Communication in different presentations for meetings

COLLECTION OF FEEDBACK / NEEDS ● Survey to receive feedback internal customers. They are all contacted then.

● SAM Challenge in January. Objective: ask the more HR questions possible that people would

like SAM answers. The three first people having written the maximum of questions were the

lucky winners.

● Participation to the Finance Family Forum and Users Day in Brussels and to the Digital day in

Lisbon to present the chatbot and show a demo

Change Management

https://drive.google.com/file/d/0B9ANILG2V1T5MlNPM3N1dGluSVk/view

https://drive.google.com/file/d/1sCHAUp15pPxyxo3g2sEVPDQ7W77QiQlk/view


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★ Total questions per day increase each time a

communication is sent

★ 80% of usage are covered by 145 knowledge

★ 588 used knowledge

Negative feedback

have been gradually decreasingI did not understood your question

FR/BE

ExtensionsVolume of questions asked per day to SAM

Chatbot usage overview


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GBS Landscape (r)evolution (Part 1)

With Fragmented Data and Process Ownership

PtP OCT RtR HtR IS

Parameters N1, N2, N3

Transactions 1, 2 & 3

Modules X, Y & Z

Menu A, B, C

Intranet

USER

GAPS OF

KNOWLEDGE

Templates and

Standards Pushed

You have to know and

You have to be trained!

Error message

Non Standard

From Structured Systems …. “As is”

Facilities


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GBS Landscape (r)evolution (Part 2)

CUSTOMER

Platform / Searches

Knowledge

GroupGroup 2 Group X Algorithm

DATA LAKE

IoT, Big Data, Blockchain …., Integrated Systems

- My fingerprint

- My questions

- My language

- My time

My Favorites

R

P

A

Single

Sign on

24/7

32 Languages

Pro-Active

Predictive

Machine

Learning

To Unstructured Requests with instant information and happy users

Elements Objects


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My Conclusion: Key Strategic Questions

What’s next? GBS as a transformation/speed engine

Deloitte Shared Services Conference 2018 Focus 11: Fast ......Chatbot and robots automation tools...

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