Case Study: How Stanley Security Solutions implemented SAP CRM for sales and service

Jamie Lee, Stanley Security Solutions Ashis Baral, GyanSys

Presenter Bio
Jamie Lee
IT director at Stanley Black and Decker 20 + years of experience in SAP project management Graduate of Purdue University

Ashis Baral

SAP CRM Solution Architect at GyanSys Inc 7 + years of SAP CRM experience in sales, marketing, service modules Worked for SAP Labs and Deloitte Consulting LLP,USA

GyanSys Brief Overview

Offices
Global headquarters Indianapolis, IN US Offices - NJ and TX. International - Netherlands, Philippines and India WBE Certified

Partnership SAP & Microsoft

SAPs National Services Partner SAP Ramp-Up PPM 5.0 , PLM 7.01, SRM 7.01 SAP Co-Innovation Lab Partner In-House System for POC/Conference Room Pilot

Our Services

Assessment and Evaluation, Implementation and Development Testing , Training, and Support System Optimization

Engagement Model

300+ consultants globally Part-time Pooled blended hours Onsite, Near-Shore and Offshore SLA driven and Metrics reporting

Our Differentiation
Pedigree (Hire the best) -Academics & Experience Investments on building skills Retention with focus on growth opportunities. Delivery Best Practices Adopting Best Processes Stringent Reviews

Your Benefits
Employee Engagement Process
Experienced teams Rapid Project execution Lower TCO

Technology

Fiscal Prudence
Focus on operational efficiency Low Capital Investments Leverage Communications advancements

Alignment to Client IT ecosystem and Priorities

Responsiveness and flexibility in engagement

Focus on SAP & MS Business Suite Expertise on NetWeaver Platform Domain Expertise

GyanSys CRM Competency

Industry Expertise
Very knowledgeable consultants from various industries like High Tech, Manufacturing, Public Sector, Health, Fashion and Apparel, Retail and Distribution , having in-depth knowledge about CRM processes

Functional Team

Our expertise in all key areas of CRM such: Sales, marketing, Service, Interaction Center, E-commerce, Field/Mobile solutions

CRM Technical Team

We have expertise in all technical areas of CRM such as webclient UI,

Middleware, CRM frameworks such as one order and CGPL ,BSP and core ABAP

Process

We execute all our projects with Run SAP methodology

We follow strict quality guidelines for all our deliveries

Demo

We have CRM demo system with various CRM solutions customized and ready for demo to help the client with POCs before any actual investment

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Our Rapid Deployment Offerings

SAP CRM Major Features
Account & Contact Management
6 Weeks Implementation 9 Weeks Implementation 12 Weeks Implementation

Opportunity Management
Pipeline Performance Management Activity Management Lead Management

Lean Campaign Management

Interaction Center for Tele-Sales Quotation Management

About this Presentation

Client is worlds largest producer of hand tools and accessories as well as a leading provider of commercial security solutions
More than 300 CSRs, technicians, contractors, credit analysts support their day-to-day process within the Security Solutions business Their need was to streamline the process around Order entry for product, installation and service coordination with a single customer order They wanted a user friendly, intuitive and customer centric application Needed a seamless integration to their SAP backend R/3 4.7

Presentation will focus on:

Why client choose SAP CRM service management? Challenges in the implementation Value and performance driven solution by GyanSys Snapshots from the live system

Agenda
About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits

Q&A

Agenda
About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits

Q&A

About Stanley
Stanley Black and Decker S&P 500

$10.4 billion annual revenue

15000+ employee worldwide 50,000 products Core business divisions:
Construction and DYI Industrial Security

Stanley Black and Decker -Brands

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Stanley SAP Initiatives

Executing supply chain processes using CRM & R/3 modules for Security
Order capture, confirmation & acknowledgements Credit management Service Installation Coordination and Confirmation of Time and Materials Setup Billing Confirmation for Invoicing out of R/3 Manufacturing through Shipping all on R/3 Branch network on CRM & R/3

Solutions business processes

Using R/3 version 4.7 for MM,SD,PP,CS,FI,HR and PS modules Went live on CRM7.0 in 2011 (13 branches big bang conversion from R/3 only, then 2 offices, then 1 by 1)

R/3 as a stand alone solution for Installation & Service coordination with advance replacement parts not viable for various reasons
Main issue: Sales & Distribution Order # and Service Mgmt Order # for same customer

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Agenda
About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits

Q&A

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Stanley Business Process

Saleforce.com Campaign Lead Opportunity

SAP CRM
R/3 Order CSR takes order

R/3
Picking Packing Warehouse Transport Scheduling Execution

BI

Contract Order entry

Order fulfillment

Confirmation Billing MSMA

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SAP CRM Business Process

Service Dispatch Service Confirmation Billing Confirmation Debit memo request

Order Entry

Billing

R/3

Order replication Credit Check ATP check

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Agenda
About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits

Q&A

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Why we chose SAP CRM?

User friendly and intuitive UI Web based application Connects seamlessly to the existing backend system More flexible framework for accommodating any complex change to support the business process Gives a 360-degree view of the customer It supports all the R/3 processes such as pricing, billing and variant configuration SAP CRM 7.0 exposes Web Services we expect to utilize integrating to SFDC

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Agenda
About Stanley Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits

Q&A

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Solution Challenges
Complex pricing Long list of product line ( 50,000 + ) Variant Configuration was needed for the process Integration point with legacy systems based mainframe, .Net etc Middleware performance Compatibility of CRM7.0 with R/3 4.7

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CRM Implementation Challenges

Yet another SAP CRM service ImplementationWhats the big deal ?
Single order should contain both sales and service items and same should continue to confirmation as well Order should be able to handle 200 or more line items without performance issues Order should handle product having description more than 90 characters

Confirmation should trigger not only timesheet entry in R/3 , but also a debit memo request in R/3 for billing
External credit check with complex triggering logic Org determination on multiple partner function changes in stead of single Manual pricing entry on the Item grid itself

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Agenda
Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q&A

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Our Solution
Built a Bolt-on application called Fast Entry

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Our Solution
Built a Bolt-on application called Fast Entry

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Our Solution
Built a Bolt-on application called Fast Entry

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Our Solution
Web UI jugglery to allow product description up to 93 characters

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Our Solution
Service confirmation enhanced to have materials as well as service items
Service item1

Order

Standard Confirmation

Service item2 Service item3

Service item1

Order

Custom Confirmation

Material item1 Material item2

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Our Solution
Introduced a new concept called Billing confirmation

Service Order

Service Confirmation

Billing Confirmation

Debit memo request in R/3

Timesheet Entry in R/3

This was an innovative way to bill both material as well as service after confirmation is done

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Our Solution
Easy Entry field Introduced for manual pricing entry on item grid

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Our Solution
Org determination for multiple partner function

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Agenda
Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q&A

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Business Benefits
Better user experience for order entry Enhanced system performance Fast Entry application Business process got more streamlined because of connectivity of CRM system to ECC backend Improved the efficiency of the CSRs drastically CRM system was able to handle complex nomenclatures up to length 93 characters

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Agenda
Stanley Business Process Why SAP CRM? Challenges Our Solution Business Benefits Q&A

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Questions

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GyanSys Contact Information

GyanSys Inc. 8440 Woodfield Crossing Blvd., Suite #290 Indianapolis, IN 46240, USA O: (+1) 317 580 4200 Email: sales@GyanSys.com www.GyanSys.com

Visit our Booth # 130 for detailed discussion with our Solution Architect
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Disclaimer
SAP, R/3, mySAP, mySAP.com, SAP NetWeaver, Duet, PartnerEdge, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Wellesley Information Services is neither owned nor controlled by SAP.

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