Putting the customer first- C4C at MDT+m...Putting the customer first- C4C at MDT ... MAN Diesel &...

1< >MAN Diesel & Turbo Klaus Blüm SAP Automotive Forum 2016 June 2016

Putting the customer first- C4C at MDT

Klaus Blüm

Vice Presient Commercial Solutions

MAN Diesel & Turbo SE


Volkswagen Group12 brands


Revenue ‘15:

€ 0.5 bn

Power EngineeringBusiness

areas

Divisions

Commercial Vehicles

MAN

Truck & Bus

Revenue ‘15: € 8.9 bn

MAN

Latin America


The MAN Group in 2015: €13.7 billion revenue, 55,030 employees

Investments Sinotruk (25.0 % +1 share), Scania (17.4 %*)

* Voting rights

MAN

Diesel & Turbo


Renk(76 %)

MAN GroupKey Figures 2015

MAN SE


Design and production networkMAN Diesel & Turbo sites in Europe and Asia

AugsburgSaint Nazaire

Frederikshavn

Copenhagen

Velká Bíteš

Aurangabad

Berlin

Oberhausen

Hamburg

Deggendorf

Zürich

Changzhou

Turbo Plants

Diesel Plants

Diesel & Turbo Plant

Holeby

Bangalore


Worldwide locationGlobal network of service hubs


Market environmentMain parameters

Main parameters for growth:

- Oil price,

- Growth rate of global economy, How to grow?

- Global political stability


Customer centricity

Dr. Uwe Lauber (CEO)

8< >MAN Diesel & Turbo Klaus Blüm SAP Automotive Forum 2016 June 2016Tommy Andreasen Oct 2012IT Masterplan SCM

CRM project triggered by Group IT

Nov

2013

Dec

2013

Jan

2014

Feb

2014

Mar

2014

Apr

2014

May

2014

Jun

2014

Jul

2014

Aug

2014

Sep

2014

Oct

2014

Nov

2014

Dec

2014

Jan

2015

Feb

2015

IPA in

ITC

Meeting

Go

ve

rna

nce

Executive

Interviews

Review

Interviews &

Feedback

Preperation

Scope

WS

Executive

WS Scope

definition

Sco

pe

Def.

Executive

WS Scope

definition

Yes

on hold

Sponsorship

unclear

Project was stopped due to unclear sponsorship.

9< >MAN Diesel & Turbo Klaus Blüm SAP Automotive Forum 2016 June 2016Tommy Andreasen Oct 2012IT Masterplan SCM

Web

Cha

nn

el

Inte

ractio

n C

en

ter

Pa

rtne

r Cha

nn

el M

an

ag

em

en

t

Tra

de

Pro

mo

tion

Ma

na

ge

me

nt

Bu

sin

ess C

om

mu

nic

atio

n

Ma

na

ge

me

nt

Marketing

SalesSales

Planning &

Forecasting

Sales

Performance

Managemen

t

Territory

Manage-

ment

Accounts &

Contacts

Opportunity

Manage-

ment

Quotation &

Order

Managemen

t

Pricing &

Contracts

Time &

Travel

Service

Incentive &

Commission

Managemen

t

Marketing

Resource

Management

Segmentation &

List

Management

Campaign

Management

Real-Time Offer

Management

Lead

Management

Loyalty

Management

Service

Logistics &

Finance

Service

Sales &

Marketing

Service

Contracts &

Agreement

s

Installation

s & Mainte-

nance

Field

Service

Manage-

ment

Warranty &

Claims

Manage-

ment

Service

Collaboratio

n, Analytics,

Optimization

Returns &

Depot

Repair

Customer

Service &

Support

“CRM” Before customer centricity

Reference database

(BU-M)

Address lists in access

and excel (BU-TC)

Lead management

sharepoint (BU-D)

Licencees order book

(BU-L)

Sales action manager

(Lotus-Notes, FRH)

MARS (BU-P)

Customer snapshot

Reporting based on

Microsoft BW

Visiting report on

sharepoint (BU-S)

Pricing tools (e.g. EDP,

Camos...)

FACTS (BU-S) „Repair report“ on

sharepoint (BU-D)

Quote follow-up

functionality (BU-D)

Single tools not connected.

Data redundancy

No end-to-end processes

No 360° view on

customers


CRMScope determined during preparation project

Red = score 1-5 | Yellow = score 6-10 | Green = score 11-15


CRM Based on customer centricity


CRM for MDTOne group-wide approach to manage our customers


CRM for MDTTargets

More professional way to

communicate between HQs

and IGCs

Increased customer knowledge

Securing intellectual property

Integrated platform

Sales history access

Reports on customer contacts

Faster reaction time

Reduce costs of sales through

synergies


Architectural conceptFirst concept

Hybrid SAP CRM on premise (1000+ User) + C4C for (50+) mobile User

Reasons for CRM on-premise:

More functionality

Licenses have already been purchased

Data and hardware under „our“ control

Developer know-how in-house

Multiple back end option is proven technology

Reasons for C4C in mobile area:

No in-house mobile infrastructure required

Easy-to-use surface


Architectural conceptFirst concept


C4C only

Pro Con

No in house infrastructure Multiple back end option

Future proof solution New development environment, no in

house knowledge

Easy-to-use surface Less functionality

Project can put focus on change

management

Customization limited

Mobility comes for “free” Additional license cost

Strong standardization Long negation process due to

complete new legal frame work for

cloud solutions

Short implementation project

Architectural conceptFinal decision


03/2015 04 05 06 07 08 09 10 11 12 01/2016

Organization

Communication

System

achrchirecture

Commercials

Scope

Project work

Nominate

team

Validate

Scope

(locations,

BU’s,

FPA)

Org-chart:

STC,

Business

PM

Kick

-off

Tender consulting partner

System

architecture

Clarify

data

protection

issues

Publish

project

launch

Set-up Sandbox in CPH data

room

Prepare D-, Q- and P-systems

(TSI)Tender infrastructure (TSI)

Prepare process

organization workshop

Implementation Pilot ?

Christm

as

Prepare

tender

process

Timeline CRM on-premise + C4C

critical pathtoday


03/2015 04 05 06 07 08 09 10 11 12 01/2016

Organization

Communication

System

achrchirecture

Commercials

Scope

Project work

Nominate

team

Validate

Scope

(locations,

BU’s,

FPA)

Org-chart:

STC,

Business

PM

Kick

-off

System

architecture

Clarify

data

protection

issues

Publish

project

launch

Set-up Sandbox in CPH data

room

Prepare process

organization workshop

Implementation Pilot ?

Christm

as

Prepare

tender

process

Timeline C4C only

critical pathtoday

Tender C4C licences

Tender consulting partner


Lessons learned

Fast prototype

Fast implementation project (3 month)

Focus on change management possible

Users interface extremely appreciated (…”First time IT gives me what I need”)

On- and offline mobility is a “selling point” (iPad etc.)

Long negotiation period due to new legal framework

Limited functionality still fits our needs

Currently no performance issues

Faster roll-out than expected

Security concept

German based cloud much more attractive than other alternatives


What does CRM mean for MDT?

http://atlas.md-man.biz/knowledge-sharing/communities/crmformdt/SiteAssets/SitePages/Home/Snag2.jpg

http://atlas.md-man.biz/knowledge-sharing/communities/crmformdt/SiteAssets/SitePages/Home/Snag2.jpg

Putting the customer first- C4C at MDT+m...Putting the customer first- C4C at MDT ... MAN Diesel &...

Documents

Transcript of Putting the customer first- C4C at MDT+m...Putting the customer first- C4C at MDT ... MAN Diesel &...