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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Increasing Customer Retention through Automation
- 1. Increasing Customer Retention Through Automation B2B Automation and How To Do It © 2013 Ariba, Inc. All rights reserved.
- 2. #AribaLIVE What is Automation? machine-to-machine 2 PunchOut cXML EDI server-to-server B2B integration back-end integration © 2013 Ariba, Inc. All rights reserved.
- 3. #AribaLIVE Many Different Interpretations © 2013 Ariba, Inc. All rights reserved.3 0% 20% 40% 60% 80% 100% Have Automated Believe They Have Automated* * Are actually doing: • Emailed POs • Manual data entry through the portal
- 4. #AribaLIVE Why Automate? 4 Buyers Sellers • Increased order accuracy • Increased invoice accuracy • Faster cycle time • Fewer disputes • Increased customer satisfaction • Improved shopping experience • Greater order accuracy • Higher on-time payment rates © 2013 Ariba, Inc. All rights reserved.
- 5. #AribaLIVE Presenters • Gretchen Harms Enterprise Sourcing Manager First National Bank of Omaha • John D’Aquila Applications Support Manager SHI International Corp. • Chad Crook Director, North America and SHA Integration Ariba, Inc. • Ed Macosky Director, Professional Services Dell Boomi © 2013 Ariba, Inc. All rights reserved.5
- 6. #AribaLIVE Presenters • Gretchen Harms Enterprise Sourcing Manager First National Bank of Omaha • John D’Aquila Applications Support Manager SHI International Corp. • Chad Crook Director, North America and SHA Integration Ariba, Inc. • Ed Macosky Director, Professional Services Dell Boomi © 2013 Ariba, Inc. All rights reserved.6
- 7. #AribaLIVE First National Bank of Omaha • Sixth generation of family ownership • First National of Nebraska and its affiliates have $17 billion in managed 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 Wellness Councils of America • The 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 © 2013 Ariba, Inc. All rights reserved.7
- 8. #AribaLIVE Infrastructure at First National Bank of Omaha © 2013 Ariba, Inc. All rights reserved.8 P2P Invoice Pro Spend Visibility Sourcing Pro Contracts Supplier Information Management Lawson ERP Buyer Supplier Supplier Supplier Supplier Supplier
- 9. #AribaLIVE First National Suppliers Using Ariba © 2013 Ariba, Inc. All rights reserved.9 7% Alternative Compliant 9% Legal 8% Out of Scope 19% Enabled 17 $100K + 12 invoices Year 37,000 Vendors 130 43 20 19 166 suppliers enabled Supplier Adoption Oct. 2011 – Sept. 2012 Pending Evaluation 57%
- 10. #AribaLIVE Buyer Perspective: Why Automate? First National does not REQUIRE suppliers to integrate; however, it does help to speed invoice submission and reduce errors. © 2013 Ariba, Inc. All rights reserved.10 11% Before After Sourceable spend centrally managed by Procurement 72% Sourceable spend now managed Catalog pricing for high transaction suppliers$ $$ $$$ Unit prices vary throughout the enterprise Spend reporting by commodity code Spend reporting by general ledger account only Of invoices are matched23%Limited invoice matching 87%7% — Of invoices received electronically Of invoices received electronically Portal for all purchases1Different purchasing channels25 AFTERMost spend approval purchase BEFORESpend approval purchase
- 11. #AribaLIVE First National: Best Practices for Automating © 2013 Ariba, Inc. All rights reserved.11 Senior Management support Low-hanging fruit Sellers with 2> existing buyer accounts Sellers in contract negotiation with you (standard language) Clearly define target suppliers Over $100K annually At least 12 invoices Define who’s out of scope and why Clearly define the value proposition for: Business units Suppliers&
- 12. #AribaLIVE The SHI-First National Collaboration © 2013 Ariba, Inc. All rights reserved.12 • Growth in relationship since the onboarding (e.g., 2X growth) • Improved reporting through increased document accuracy • Faster cycle time Onboarding process Testing process Integration process Benefits
- 13. #AribaLIVE Presenters • Gretchen Harms Enterprise Sourcing Manager First National Bank of Omaha • John D’Aquila Applications Support Manager SHI International Corp. • Chad Crook Director, North America and SHA Integration Ariba, Inc. • Ed Macosky Director, Professional Services Dell Boomi © 2013 Ariba, Inc. All rights reserved.13
- 14. #AribaLIVE Who is SHI International Corp? Globalprovider of IT Products,Servicesand Solutions 24th 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 2009 Expertise & 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 Business in North America - same ownership for 24 yrs © 2013 Ariba, Inc. All rights reserved.14
- 15. #AribaLIVE Infrastructure at SHI © 2013 Ariba, Inc. All rights reserved.15 SHI technical infrastructure SHI’s decision process on selecting integration versus PO flip Approach to eCommerce infrastructure
- 16. #AribaLIVE SHI: Why Automate? © 2013 Ariba, Inc. All rights reserved.16 • Improving customer service • Reducing processing costs • Increased accuracy with a clean PO • Ensuring customer compliance • Controlling receivables
- 17. #AribaLIVE SHI: Best Practices for Automating © 2013 Ariba, Inc. All rights reserved.17 Buyers should have: Sales needs to trust IT KNOW Milestones/timelines • What questions to ask • What resources you have available a testing plan + Customers Start the conversation Hand over & stand back MEET GO LIVE ITSalesSales Sellers should:
- 18. #AribaLIVE Presenters • Gretchen Harms Enterprise Sourcing Manager First National Bank of Omaha • John D’Aquila Applications Support Manager SHI International Corp. • Chad Crook Director, North America and SHA Integration Ariba, Inc. • Ed Macosky Director, Professional Services Dell Boomi © 2013 Ariba, Inc. All rights reserved.18
- 19. #AribaLIVE Technical Considerations for Automation • 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. #AribaLIVE Why Does Automation Make Sense? • Electronic communication makes full integration with your Supply Chain possible • Electronic communication is: Operationally efficient More accurate (45-60%) More repeatable Less expensive (60-75%) Increased customer satisfaction Secure © 2013 Ariba, Inc. All rights reserved.20
- 21. #AribaLIVE 50 – 99 <1000 Ariba Integration Options © 2013 Ariba, Inc. All rights reserved.21 In-house Technical Capability EDI CSV >300 >100 1200 combined transactions monthly or transactions annually invoices monthly or invoices annually documents annually • High volume of transactions • Existing EDI infrastructure • Invoice only • High volume of transactions • Lack infrastructure for cXML/EDI • Requires manual effort to upload to Ariba Network • High volume of transactions • On-demand based Integration via ERP/Package to Ariba Network • No need for additional infrastructure/software • Dell Boomi-supported SaaS and on-premise applications Sage Peachtree Intuit Quickbooks Microsoft Dynamics • Other ERP/packages supported can be built from scratch Ariba cXML >100 1200 combined transactions monthly or transactions annually • High volume of transactions • Human readable data structure • Recommended if not already integrated • Existing integration capability
- 22. #AribaLIVE Dell Boomi Integration Services © 2013 Ariba, Inc. All rights reserved.22 PO/INV Supplier Supplier Supplier DB HTTPS cXML DB / HTTPS Supplier Boomi Atom Boomi Atom Supplier FTP / HTTPS Boomi Atom Supplier Supplier Supplier Boomi Atom Buyer Buyer Buyer PO/CO Boomi Atom Supplier Supplier Boomi AtomINV DB INV / INV Status
- 23. #AribaLIVE Patent-Pending Atom® Technology Centralized Control Distributed Execution Instant Load Scalability No Single Point of Failure Distributed Architecture with Centralized Management & Monitoring
- 24. #AribaLIVE © 2013 Ariba, Inc. All rights reserved.24 CloudappsOn-premise 128-bit encryption (metadata only) DataData External firewall Dell Boomi and Ariba Network On-Premise Deployment
- 25. #AribaLIVE © 2013 Ariba, Inc. All rights reserved.25 Dell Boomi and Ariba Network Hybrid Deployment CloudappsOn-premise 128-bit encryption (metadata only) Data DataData External firewall Data
- 26. #AribaLIVE Dell Boomi and Ariba Network Cloud-to-cloud Deployment © 2013 Ariba, Inc. All rights reserved.26 Cloudapps Data Data Atom Cloud
- 27. Questions? © 2013 Ariba, Inc. All rights reserved. 27
- 28. #AribaLIVE Please Complete Session Survey Go to Surveys © 2013 Ariba, Inc. All rights reserved.28 Select Session Click Choose one Rate Session Thank you for joining us
Editor's Notes
- 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.