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

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Page 1: 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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2

Agenda

• Who is MCS?

• Sales within MCS

• Sales automation

• Lessons learned

• What’s next ?

• Wrap-up & Take Aways

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Who is MCS ?

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 4

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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 5

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

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Sales Automation

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 7

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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 8

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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 9

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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 10

Prioritisation of a wide C4C scope

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 11

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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 12

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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 13

Out of the Box Analytics

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

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14© 2015 SAP SE or an SAP affiliate company. All rights reserved.

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 15

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 16

Mobility enables much more than the field operations

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 17

Easy C4C extension for integration with MCS Finance

These extra fields are steering the financial

process once a project is set to ‘won’

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What’s next ?

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 19

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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 20

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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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 21

Partner Portal for C4C

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 22

Partner Channel Management: Prio 1 Scope

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Lessons from the trenches

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© 2015 SAP SE or an SAP affiliate company. All rights reserved. 24

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

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Thank youContact information:

Steven [email protected]

MCS Sneeuwbeslaan 20 B-2610 Antwerp