Increasing Customer Retention through Automation

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Automating your connection to the networked economy can save time. And make your work easier. You can use automation – also called electronic integration, connectivity, and touchless processing – to automatically receive orders and send invoices to your customers through the Ariba Network. Automation directly impacts your fiscal performance, increasing customer satisfaction through timely and accurate order responses and invoices, reducing the cost of sales and helping you get paid faster by eliminating manual processes. But how do you get started - and how will it benefit your organization? Join this session to learn about the business case for integrating with customers, how integration increases customer satisfaction, and how you can get started. Integrated sellers, experts from Ariba's integration team and the Dell Boomi team will share tips and best practices.

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  • John D’AquilaSHI Applications Support Manager John D’Aquila leads a team of professionals who support SHI’s customer-facing and internal applications, e-commerce platforms and integration, and data quality. His group provides innovative technology solutions to help SHI’s customers drive down the cost of IT acquisition, lower processing costs and provide superior visibility into their IT spend. John joined SHI  in 2001 as a Accounts Receivables Representative where he effectively managed aged receivables organizations in 10 states for 2 years before moving to the e-commerce realm. He graduated from Kean University with a Master’s in Management Information Systems and Bachelor’s in Management Science. For more information, visit www.shi.com.
  • John D’AquilaSHI Applications Support Manager John D’Aquila leads a team of professionals who support SHI’s customer-facing and internal applications, e-commerce platforms and integration, and data quality. His group provides innovative technology solutions to help SHI’s customers drive down the cost of IT acquisition, lower processing costs and provide superior visibility into their IT spend. John joined SHI  in 2001 as a Accounts Receivables Representative where he effectively managed aged receivables organizations in 10 states for 2 years before moving to the e-commerce realm. He graduated from Kean University with a Master’s in Management Information Systems and Bachelor’s in Management Science. For more information, visit www.shi.com.
  • John D’AquilaSHI Applications Support Manager John D’Aquila leads a team of professionals who support SHI’s customer-facing and internal applications, e-commerce platforms and integration, and data quality. His group provides innovative technology solutions to help SHI’s customers drive down the cost of IT acquisition, lower processing costs and provide superior visibility into their IT spend. John joined SHI  in 2001 as a Accounts Receivables Representative where he effectively managed aged receivables organizations in 10 states for 2 years before moving to the e-commerce realm. He graduated from Kean University with a Master’s in Management Information Systems and Bachelor’s in Management Science. For more information, visit www.shi.com.
  • First National Bank is in its sixth generation of family ownership. In fact, First National of Nebraska is one of the largest family-owned holding companies in the United States, as well as the largest privately owned banking company.First National of Nebraska and its affiliates have $17 billion in managed assets and nearly 5,000 employee associates.First National Bank is the largest commercial provider of financing to the ethanol industry.First National is also the fifth largest agricultural lender in the country (FDIC, 4th Qtr. 2012).First National Bank has received the Well Workplace Platinum award by the Wellness Councils of AmericaThe American Heart Association officially calls First National Bank a Fit-Friendly Company and the Governor of Nebraska has awarded the bank with the Governor’s Excellence in Wellness Award.
  • John D’AquilaSHI Applications Support Manager John D’Aquila leads a team of professionals who support SHI’s customer-facing and internal applications, e-commerce platforms and integration, and data quality. His group provides innovative technology solutions to help SHI’s customers drive down the cost of IT acquisition, lower processing costs and provide superior visibility into their IT spend. John joined SHI  in 2001 as a Accounts Receivables Representative where he effectively managed aged receivables organizations in 10 states for 2 years before moving to the e-commerce realm. He graduated from Kean University with a Master’s in Management Information Systems and Bachelor’s in Management Science. For more information, visit www.shi.com.
  • John D’AquilaSHI Applications Support Manager John D’Aquila leads a team of professionals who support SHI’s customer-facing and internal applications, e-commerce platforms and integration, and data quality. His group provides innovative technology solutions to help SHI’s customers drive down the cost of IT acquisition, lower processing costs and provide superior visibility into their IT spend. John joined SHI  in 2001 as a Accounts Receivables Representative where he effectively managed aged receivables organizations in 10 states for 2 years before moving to the e-commerce realm. He graduated from Kean University with a Master’s in Management Information Systems and Bachelor’s in Management Science. For more information, visit www.shi.com.
  • John D’AquilaSHI Applications Support Manager John D’Aquila leads a team of professionals who support SHI’s customer-facing and internal applications, e-commerce platforms and integration, and data quality. His group provides innovative technology solutions to help SHI’s customers drive down the cost of IT acquisition, lower processing costs and provide superior visibility into their IT spend. John joined SHI  in 2001 as a Accounts Receivables Representative where he effectively managed aged receivables organizations in 10 states for 2 years before moving to the e-commerce realm. He graduated from Kean University with a Master’s in Management Information Systems and Bachelor’s in Management Science. For more information, visit www.shi.com.
  • John D’AquilaSHI Applications Support Manager John D’Aquila leads a team of professionals who support SHI’s customer-facing and internal applications, e-commerce platforms and integration, and data quality. His group provides innovative technology solutions to help SHI’s customers drive down the cost of IT acquisition, lower processing costs and provide superior visibility into their IT spend. John joined SHI  in 2001 as a Accounts Receivables Representative where he effectively managed aged receivables organizations in 10 states for 2 years before moving to the e-commerce realm. He graduated from Kean University with a Master’s in Management Information Systems and Bachelor’s in Management Science. For more information, visit www.shi.com.
  • SHI technical infrastructure 27 Admins to support our Development Teams and SalesCatalog Administrators/Data IntegrityCustomer Catalog AdministratorsUser Interface TeamEDI/CXML TeamSHI’s decision process on selecting integration versus PO flipWe leave this to decision to Accounting, but it is based on volume and the current queueApproach to eCommerce infrastructureFocus on keeping a strong relationship between sales and IT Communication channels are wide open between the departments
  • Improving Customer ServiceReducing processing costsIncreased Accuracy with a clean POEnsuring Customer ComplianceIT Asset ManagementVolume LicensingControlling Receivables VisibilityGuaranteed deliveryAwareness of issues immediately
  • Buyers should have a testing plan and a realistic “Go Live” dateIdentify the scope of the implementationGo Live date should be within a few monthsSellers should have a “Playbook”Know what questions to askKnow what resources you have availableMeet the milestones/timelinesSales needs to trust ITCustomers will usually start the conversation with SalesSales should hand over the work to IT and stand back
  • John D’AquilaSHI Applications Support Manager John D’Aquila leads a team of professionals who support SHI’s customer-facing and internal applications, e-commerce platforms and integration, and data quality. His group provides innovative technology solutions to help SHI’s customers drive down the cost of IT acquisition, lower processing costs and provide superior visibility into their IT spend. John joined SHI  in 2001 as a Accounts Receivables Representative where he effectively managed aged receivables organizations in 10 states for 2 years before moving to the e-commerce realm. He graduated from Kean University with a Master’s in Management Information Systems and Bachelor’s in Management Science. For more information, visit www.shi.com.
  • Data entry errors are reduced 45-60% when you move to cXML. You can gain 60-75% in productivity when you move to cXML.
  • Distributed Architecture with Centralized Management & MonitoringThe Boomi Atom that I just described is really our secret sauce and it is patent pending technology. It is based on a distributed architecture. It provides you with the ability to have a centralized dashboard to control integrations throughout your enterprise. With Boomi, you can log-in to one account online and manage all of the integration processes you have running on Boomi Atoms across multiple locations anywhere in the world. It is extremely scalable and has no single point of failure.For example, larger companies typically have business applications running in different data centers. Rather than having to install separate instances of software or appliances, you can now install our lightweight, run time Atom in each location, but have a central view of all atoms running across your entire enterprise, regardless of where those Atoms are installed in the world.
  • Increasing Customer Retention through Automation

    1. 1. Increasing Customer Retention ThroughAutomationB2B Automation and How To Do It© 2013 Ariba, Inc. All rights reserved.
    2. 2. #AribaLIVEWhat is Automation?machine-to-machine2PunchOutcXMLEDIserver-to-serverB2B integrationback-endintegration© 2013 Ariba, Inc. All rights reserved.
    3. 3. #AribaLIVEMany Different Interpretations© 2013 Ariba, Inc. All rights reserved.30%20%40%60%80%100%HaveAutomatedBelieve TheyHaveAutomated** Are actually doing:• Emailed POs• Manual data entrythrough the portal
    4. 4. #AribaLIVEWhy Automate?4Buyers Sellers• Increased orderaccuracy• Increased invoiceaccuracy• Faster cycle time• Fewer disputes• Increased customersatisfaction• Improved shoppingexperience• Greater order accuracy• Higher on-time paymentrates© 2013 Ariba, Inc. All rights reserved.
    5. 5. #AribaLIVEPresenters• Gretchen HarmsEnterprise Sourcing ManagerFirst National Bank of Omaha• John D’AquilaApplications Support ManagerSHI International Corp.• Chad CrookDirector, North America and SHA IntegrationAriba, Inc.• Ed MacoskyDirector, Professional ServicesDell Boomi© 2013 Ariba, Inc. All rights reserved.5
    6. 6. #AribaLIVEPresenters• Gretchen HarmsEnterprise Sourcing ManagerFirst National Bank of Omaha• John D’AquilaApplications Support ManagerSHI International Corp.• Chad CrookDirector, North America and SHA IntegrationAriba, Inc.• Ed MacoskyDirector, Professional ServicesDell Boomi© 2013 Ariba, Inc. All rights reserved.6
    7. 7. #AribaLIVEFirst National Bank of Omaha• Sixth generation of family ownership• First National of Nebraska and its affiliates have $17 billion inmanaged assets and nearly 5,000 employee associates• Largest commercial provider of financing to the ethanol industry• Fifth largest agricultural lender in the country(FDIC, 4th Qtr. 2012)• Received the Well Workplace Platinum award by the WellnessCouncils of America• The American Heart Association officially callsFirst National Bank a Fit-Friendly Company, and theGovernor of Nebraska has awarded the bank withthe Governor’s Excellence in Wellness Award© 2013 Ariba, Inc. All rights reserved.7
    8. 8. #AribaLIVEInfrastructure at FirstNational Bank of Omaha© 2013 Ariba, Inc. All rights reserved.8P2PInvoice ProSpend VisibilitySourcing ProContractsSupplier InformationManagementLawsonERPBuyerSupplierSupplierSupplierSupplierSupplier
    9. 9. #AribaLIVEFirst National SuppliersUsing Ariba© 2013 Ariba, Inc. All rights reserved.97% Alternative Compliant9% Legal8% Out of Scope19% Enabled17$100K + 12 invoicesYear37,000Vendors130432019166 suppliers enabledSupplier AdoptionOct. 2011 – Sept. 2012PendingEvaluation57%
    10. 10. #AribaLIVEBuyer Perspective: Why Automate?First National does not REQUIRE suppliers to integrate;however, it does help to speed invoice submission and reduce errors.© 2013 Ariba, Inc. All rights reserved.1011%Before AfterSourceable spend centrallymanaged by Procurement 72%Sourceable spendnow managedCatalog pricing for hightransaction suppliers$ $$ $$$Unit prices vary throughoutthe enterpriseSpend reporting bycommodity codeSpend reporting by generalledger account onlyOf invoices are matched23%Limited invoice matching87%7%—Of invoices received electronically Of invoices received electronicallyPortal for all purchases1Different purchasing channels25AFTERMost spend approval purchase BEFORESpend approval purchase
    11. 11. #AribaLIVEFirst National:Best Practices for Automating© 2013 Ariba, Inc. All rights reserved.11SeniorManagementsupportLow-hanging fruitSellers with 2> existing buyeraccountsSellers in contract negotiationwith you (standard language)Clearly define targetsuppliersOver$100KannuallyAt least12invoicesDefine who’sout of scopeand whyClearly define the valueproposition for:BusinessunitsSuppliers&
    12. 12. #AribaLIVEThe SHI-FirstNational Collaboration© 2013 Ariba, Inc. All rights reserved.12• Growth in relationship since the onboarding(e.g., 2X growth)• Improved reporting through increaseddocument accuracy• Faster cycle timeOnboardingprocessTestingprocessIntegrationprocessBenefits
    13. 13. #AribaLIVEPresenters• Gretchen HarmsEnterprise Sourcing ManagerFirst National Bank of Omaha• John D’AquilaApplications Support ManagerSHI International Corp.• Chad CrookDirector, North America and SHA IntegrationAriba, Inc.• Ed MacoskyDirector, Professional ServicesDell Boomi© 2013 Ariba, Inc. All rights reserved.13
    14. 14. #AribaLIVEWho is SHI International Corp?Globalprovider of IT Products,Servicesand Solutions24th Anniversary in Nov, 2013!• 100% Organic Growth (30% CAGR) since 1989$ 5 Billion+ Projected Revenue in 2013• $ 4.4B ‘12 (+16% vs ’11); $3.8B ‘11 (+28% vs ‘10)• Doubled revenue and headcount since 2009Expertise & Proven Track Record• Largest Enterprise VAR in N. America• Largest global SW VAR / Licensing Expertise• Best Value in commodity IT (Best Price)• Extensive Value Solutions & Portfolio• Innovative IT Asset Management Solutions• Next Generation Cloud Platform• Largest Woman & Minority owned Businessin North America - same ownership for 24 yrs© 2013 Ariba, Inc. All rights reserved.14
    15. 15. #AribaLIVEInfrastructure at SHI© 2013 Ariba, Inc. All rights reserved.15SHI technicalinfrastructureSHI’s decision processon selecting integrationversus PO flipApproach toeCommerceinfrastructure
    16. 16. #AribaLIVESHI: Why Automate?© 2013 Ariba, Inc. All rights reserved.16• Improving customer service• Reducing processing costs• Increased accuracy with aclean PO• Ensuring customercompliance• Controlling receivables
    17. 17. #AribaLIVESHI: Best Practicesfor Automating© 2013 Ariba, Inc. All rights reserved.17Buyers should have:Sales needs to trust ITKNOWMilestones/timelines• What questions to ask• What resources youhave availableatestingplan+CustomersStart theconversationHand over & stand backMEETGO LIVEITSalesSalesSellers should:
    18. 18. #AribaLIVEPresenters• Gretchen HarmsEnterprise Sourcing ManagerFirst National Bank of Omaha• John D’AquilaApplications Support ManagerSHI International Corp.• Chad CrookDirector, North America and SHA IntegrationAriba, Inc.• Ed MacoskyDirector, Professional ServicesDell Boomi© 2013 Ariba, Inc. All rights reserved.18
    19. 19. #AribaLIVETechnical Considerations forAutomation• Security• Business Process• Infrastructure• ERP or Accounting Systems• Connect Once Trade Many• Up-Time• Compliance (PCI, Legal Invoicing)© 2013 Ariba, Inc. All rights reserved.19
    20. 20. #AribaLIVEWhy Does Automation Make Sense?• Electronic communication makes full integration withyour Supply Chain possible• Electronic communication is:Operationally efficientMore accurate (45-60%)More repeatableLess expensive (60-75%)Increased customer satisfactionSecure© 2013 Ariba, Inc. All rights reserved.20
    21. 21. #AribaLIVE50 – 99<1000Ariba Integration Options© 2013 Ariba, Inc. All rights reserved.21In-house Technical CapabilityEDI CSV>300>1001200combinedtransactionsmonthlyortransactionsannually invoicesmonthlyorinvoicesannually documentsannually• High volume oftransactions• Existing EDIinfrastructure• Invoice only• High volume oftransactions• Lack infrastructure forcXML/EDI• Requires manual effort toupload to Ariba Network• High volume of transactions• On-demand basedIntegration via ERP/Packageto Ariba Network• No need for additionalinfrastructure/software• Dell Boomi-supported SaaSand on-premise applicationsSage PeachtreeIntuit QuickbooksMicrosoft Dynamics• Other ERP/packagessupported can be built fromscratchAribacXML>1001200combinedtransactionsmonthlyortransactionsannually• High volume oftransactions• Human readable datastructure• Recommended if notalready integrated• Existing integrationcapability
    22. 22. #AribaLIVEDell Boomi Integration Services© 2013 Ariba, Inc. All rights reserved.22PO/INVSupplierSupplierSupplierDBHTTPScXMLDB /HTTPSSupplierBoomiAtomBoomiAtomSupplierFTP / HTTPSBoomiAtomSupplierSupplierSupplierBoomiAtomBuyerBuyerBuyerPO/COBoomiAtomSupplierSupplierBoomiAtomINVDBINV /INV Status
    23. 23. #AribaLIVEPatent-PendingAtom®TechnologyCentralizedControlDistributedExecutionInstant LoadScalabilityNo Single Pointof FailureDistributed Architecture with CentralizedManagement & Monitoring
    24. 24. #AribaLIVE© 2013 Ariba, Inc. All rights reserved.24CloudappsOn-premise128-bit encryption(metadata only)DataDataExternal firewallDell Boomi and Ariba NetworkOn-Premise Deployment
    25. 25. #AribaLIVE© 2013 Ariba, Inc. All rights reserved.25Dell Boomi and Ariba NetworkHybrid DeploymentCloudappsOn-premise128-bit encryption(metadata only)DataDataDataExternal firewallData
    26. 26. #AribaLIVEDell Boomi and Ariba NetworkCloud-to-cloud Deployment© 2013 Ariba, Inc. All rights reserved.26CloudappsDataDataAtom Cloud
    27. 27. Questions?© 2013 Ariba, Inc. All rights reserved.27
    28. 28. #AribaLIVEPlease Complete Session SurveyGo to Surveys© 2013 Ariba, Inc. All rights reserved.28Select SessionClickChoose oneRate SessionThank you for joining us

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