360°customer view makes our global sales operations run ...sapbeluxevent.be/.../uploads/2015/09/CEC-3_Steven-Lambert_MCS.pdf · 360°customer view makes our global sales operations

360° customer view makes our global sales operations run simplerSteven Lambert – COO MCS – September 9th, 2015

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Agenda

• Who is MCS?

• Sales within MCS

• Sales automation

• Lessons learned

• What’s next ?

• Wrap-up & Take Aways

Who is MCS ?

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MCS

• General• Founded in 1989 with HQ in Belgium• Fast growing : 30% annually (Deloitte Fast 50 list)• Software and consulting services in Real Estate • Clients in over 60 countries

• B2B focused on various industries• Large global corporations• Public Sector• Schools & universities• Hospitals• Service Providers in Facilities• Commercial Real Estate

• Steven Lambert• COO focused on client engagement and service delivery

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Sales @ MCS

• 5 regional sales hubs • Western Europe• Northern Europe• APAC • USA• Middle-East

• Sales roles• Pre-sales• Account Managers - hunters• Relationship Managers - farmers• Technical Sales• Lead generation

• Marketing• Website (SEO)• Events• Campaign Management

• Email• Digital (Linked-in campaigns)• Coldcalling – internal and

through local calling partners

Sales Automation

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Sales automation – focus points

• Switch from Salesforce.com to SAP Cloud for Customer• Migrate and optimise the lead-to-opportunity process flow

• Customer data quality• Data history !

• Integration with financial processing

• User experience • Change management in the group

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So why this change?

• MCS was looking for

• Smoother integration into the finance back-end ERP

• Better pipeline monitoring, including • Optimized lead-to-opportunity follow-up• Detailed document flow

• Richer mobile app functionality

• Larger variety of analytical out-of-the-box reporting

• Improved master data quality• Strict data validation instead of free text fields

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The project

• Scoping and business configuration of Cloud for Sales

• Conversion of master data and history

• Development of additional functions • Functions added in SF.com were transposed into the C4C solution

• Change management for all users who were acquainted with SF.com

• Rollout for MCS Group to the global sales hubs

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Prioritisation of a wide C4C scope

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Processes in Scope

Marketing to Lead

• Campaign Management

• Lead Generation

Lead to Opportunity

• Account and Contact management

• Opportunity management

• Visit planning and execution

Opportunity to Proposal

• Proposal follow-up

Proposal to Contract

• Contract Close• Integration

with Finance dept. through workflow

Reporting

• Dashboards• C4C reporting

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Data migration from SF.com to SAP Cloud4Customer

1. Extract SF data via Dataloader.IO

2. Data Cleansing and mapping Using the implementation partner template for SF.com migration

3. Data import using C4C templates

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Out of the Box Analytics

• Analytics accelerate our business• Starting point for commercial directives, not an end point

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Mobility enables much more than the field operations

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Easy C4C extension for integration with MCS Finance

These extra fields are steering the financial

process once a project is set to ‘won’

What’s next ?

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Social Selling

• Full context of customers by leveraging social and enterprise data

• Social listening• Get a prioritized list of important messages• Detect sentiment and keywords• Understand brand-level trends and buzz

• Thought leadership – New content• Content sharing

• Conversion to opportunity pipeline• Lead qualification• Lead nurturing

• Campaign monitoring• Sponsored post campaigns

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Partner Management

• Partner Relationship Management• Lead sharing and follow up• Budgeting and tracking• Pipeline monitoring

• Loyalty management and programs

• Learning and certification

• Product updates and release management

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Partner Portal for C4C

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Partner Channel Management: Prio 1 Scope

Lessons from the trenches

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Takeaways

Conversion from Salesforce is proven to work

• Richness of configuration options• Be mindful of data conversion process• SAP Cloud for Sales enforces quality in master data

However

• Reporting took time due to defining requirements and replicating existing reports• Development needed for change history

is in standard meanwhile

Continuous innovation

• Social, Partner channel, etc

Thank youContact information:

Steven LambertCOOsteven.lambert@MCSsolutions.com

MCS Sneeuwbeslaan 20 B-2610 Antwerp