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CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
CRM- A Game Changer for Logistics
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CRM- A Game Changer for Logistics

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  • 1. 20-02-2013 Confidential - InDemand Infotech Pvt Ltd 1
  • 2. Discussion Agenda 1 About InDemand 2 Insight - Strength, Focus & Service Offerings 3 Transportation & Logistics - A Glance 4 CRM in Logistics 5 How to choose right CRM? 6 Why InDemand? 7 Our Success Stories20-02-2013 Confidential - InDemand Infotech Pvt Ltd 2
  • 3. Company Background A professionally managed software services firm exclusively catering to the needs of customers seeking Customer Relationship Management (CRM) and Our Business Business Intelligence (BI) solutions Founded by ICT Veterans with 60+ years combined experience in Oracle & Microsoft Technologies and Web Based Applications Leadership Team InDemand is located in the heart of the city of Chennai, India. Chennai has numerous colleges and institutions of high technology that churn out a large Location number of educated talent pool.20-02-2013 Confidential - InDemand Infotech Pvt Ltd 3
  • 4. Leadership Team P B Narasimhan Strategy & Operations  25 years of experience in the Engineering and Information & Communication industries  Worked for Tier one IT organizations as well as MNCs in Singapore, Japan, Malaysia, Thailand and UK for many fortune clients  Headed the CRM Practice for a Major Software Organization based out of Chennai, India  Responsible for Strategy, Planning, Operations and Partnerships  Has a Degree in Engineering  Senior Management Program from the Indian Institute of Management Kolkata (“IIM-C”)  Post Graduate program in Foreign Trade Management Muralikrishna M Business Development Sendhil S Delivery  Over 24 years of experience across the verticals like Banking &  18 years of IT experience Finance, Manufacturing, IT and ITES  Very strong in project delivery and solutions  Worked for Tier one organizations and large conglomerates  Had managed many challenging roles such as Technical Project Manager and Project Director  Headed Biz Development for India and APAC in major software organizations  Well versed in all facets of solution delivery involving project planning & execution, risk management and people  Responsible for Presales, Business Development and Partnerships  Brings rich experience on quality processes such as CMMi and ISO and multiple development methodologies including Agile  Holds a degree in Corporate Secretary Ship from University of  Was the Global Delivery Director for CRM at a major software Madras product & services company.  Senior Management Program from the Indian Institute of  Post graduate in Development Economics Management Kolkata (“IIM-C”)  Senior Management Programme from the Indian Institute of Management, Kolkata (“IIM-C”)20-02-2013 Confidential - InDemand Infotech Pvt Ltd 4
  • 5. Discussion Agenda 1 About InDemand 2 Insight - Strength, Focus, Services & Offering 3 Transportation & Logistics - A Glance 4 CRM in Logistics 5 How to choose right CRM? 6 Why InDemand? 7 Our Success Stories20-02-2013 Confidential - InDemand Infotech Pvt Ltd 5
  • 6. Our Core Strength  InDemand brings to the table a rare combination of BUSINESS skills that is vital to the success of any technology PERSPECTIVE project:  Technical Expertise  Project Management PROJECT TECHNICAL  Business Acumen MANAGEMENT EXPERTISE  Our associates are more trained to understand our customers’ business objectives when designing and delivering solutions  We ensure that every business critical requirement is taken care  This helps us deliver superior solutions20-02-2013 Confidential - InDemand Infotech Pvt Ltd 6
  • 7. Service Offerings CONSULTING OUTSOURCING ARGUMENTATION STAFF COMPETANCY TECHNOLOGY20-02-2013 Confidential - InDemand Infotech Pvt Ltd 7
  • 8. Skills @ InDemand Consultants with the following skill set will be provided specific to service category Project Management expert, who can own the Project Manager complete project deliverables, guide the team , act as a trouble shooter and ensure milestones . Consultant expert who can take part in Business Business Analyst Requirement Analysis, Solution, validation & functional support. Implementation resource who can take part in Solution Architect Business Requirement analysis, solution, design, coding/integration & unit testing . Implementation resource who can develop technical Technical Consultant designs, code and unit test as per the solution or high level design document. Technical / Environment resource who can take care System Analyst of environment related activities, such as setting up / maintaining instances20-02-2013 Confidential - InDemand Infotech Pvt Ltd 8
  • 9. Vendor Partnerships Our business principle is to offer deep expertise in CRM and BI solutions leveraging select technologies. We have partnered with industry leading vendors Oracle and Microsoft to serve our customers in implementing and maintaining their rich product offerings relevant to our business focus20-02-2013 Confidential - InDemand Infotech Pvt Ltd 9
  • 10. Discussion Agenda 1 About InDemand 2 Insight - Strength, Focus & Service Offerings 3 Transportation & Logistics - A Glance 4 CRM in Logistics 5 How to choose right CRM? 6 Why InDemand? 7 Our Success Stories20-02-2013 Confidential - InDemand Infotech Pvt Ltd 10
  • 11. Challenges Business Challenges(CEO/COO) How to increase Average How to increase Customer Sales Per Customer? Retention by x% in 2 years? How can we reduce the Who are my “At-Risk” time-to launch new products Customers? by x% Technology Challenges(CIO/CTO) How to simplify The IT How to standardize landscape and improve Application Integration and application response eliminate data inconsistencies times? How to Provide secure access to information How to decrease Total Cost without compromising data of Ownership ? safety20-02-2013 Confidential - InDemand Infotech Pvt Ltd 11
  • 12. Expectations BETTER CUSTOMER SERVICE BUSINESS GROWTH AGILITY TO CHANGE COST CONTROL OPERATIONAL EFFICIENCY CHANNEL ENABLEMENT20-02-2013 Confidential - InDemand Infotech Pvt Ltd 12
  • 13. B O T imperatives BUSINESS OPERATIONS • Increase profitable Cross-Selling • Streamlined Services • Enable Intelligent Up-selling • Enable measurement of results and reward • Improved multi-channel customer service performance at multiple levels • Enterprise wide Insight • Pre-built, customizable Performance • Reduce Time to Market of new Products Scorecards • Operational Cost Analytics` TECHNOLOGY • Ease of implementing new business processes • Multiple CRM functions within a homogenous environment • Versatile and Simplified Integration Capabilities • Market Leading CRM platform with global support and periodic updates incorporating changing industry best practices20-02-2013 Confidential - InDemand Infotech Pvt Ltd 13
  • 14. Discussion Agenda 1 About InDemand 2 Insight - Strength, Focus & Service Offerings 3 Transportation & Logistics - A Glance 4 CRM in Logistics 5 How to choose right CRM? 6 Why InDemand? 7 Our Success Stories20-02-2013 Confidential - InDemand Infotech Pvt Ltd 14
  • 15. CRM in Logistics Passion Delivered Our focus - Delivering Value to Customers.20-02-2013 Confidential - InDemand Infotech Pvt Ltd 15
  • 16. Transportation & Logistics at a Glance Supply chain Management Business Prospective  Order , Sales & Distribution Mgt  Lack of Demand Forecasting Expertise  Logistics/Warehouse /Inventory Mgt  Visibility across Supply Chain  Procurement Management  Fleet Utilization  Visibility  BPI Across Geographies  Demand Planning & Forecasting  Operational Efficiency  Compliance & Documentation Technology Prospective 3PL /4PL  Technology Expectation from End  Brokerage & Shipment Mgt Customers  Fuel & Rental Operation Mgt  Integration of Multiple Systems  SCP Management  Real time Integration and integration of  Finance and Accounting multiple system Management  Simplify IT Landscape and improve  System Integration Management application resource time Transportation (Ocean, Air & Ground) General Regulatory Requirement  Order/Booking Management  Regulatory Compliance  Tender & Contract Management  Transaction Processing Time  Shipment Planning, & Execution  Transparency and Risk Management  Shipment Visibility  GTM & Forecasting & Documentation Logistics  Warehouse/Inventory Management  Transportation Management Operational Planning Mgt  Freight Payment, Billing & Claim.  Business Growth  Cost Control  Operational Efficiency  Increase in retention of customers  Stay ahead of competition  Reduction of total cost of ownership 20-02-2013 16 Confidential - InDemand Infotech Pvt Ltd
  • 17. Supply Chain Management  Order booking  Monitoring Order Status Order Management  Order allocation  Exception Handling  Order Release  Inventory structure  Transaction process  Unit of measure, class & conversion  Planning and Replenishment  Item Setup, Status and Control Inventory Management  ABC analysis  Item Information  Physical Inventory process  Item Attributes  Intercompany invoicing  Lot Control & Serial Control  Storage & Facility Management  Reverse/ Return Logistics Mgt Warehouse Management  Inbound & Outbound Logistics  Documentation & Compliance  Value Added Services Mgt  Distribution Management  Inventory Management  Account Management  Warehouse Management  Contact Management Logistics Management  Transportation Management  Lead Management  Opportunity Management  Account Management  Quote Management  Contact Management  Order Management Sales  Lead Management  Invoice Management  Opportunity Management  Product Catalogue Management  Release Management Distribution Management  Pricing Management  Planning  Receiving Procurement Management  Order  Billing20-02-2013 Confidential - InDemand InfoTech Pvt Ltd 17
  • 18. Alignment of SCM with CRM  Order booking  Monitoring Order Status Order Management  Order allocation  Exception Handling  Order Release  Inventory structure  Transaction process  Unit of measure, class & conversion  Planning and Replenishment  Item Setup, Status and Control Inventory Management  ABC analysis  Item Information  Physical Inventory process  Item Attributes  Intercompany invoicing  Lot Control & Serial Control  Storage & Facility Management  Reverse/ Return Logistics Mgt Warehouse Management  Inbound & Outbound Logistics  Documentation & Compliance  Value Added Services Mgt  Distribution Management  Inventory Management  Account Management  Warehouse Management  Contact Management Logistics Management  Transportation Management  Lead Management  Opportunity Management  Account Management  Quote Management  Contact Management  Order Management Sales  Lead Management  Invoice Management  Opportunity Management  Product Catalogue Management  Release Management Distribution Management  Pricing Management  Planning  Receiving Procurement Management  Order  Billing20-02-2013 Confidential - InDemand InfoTech Pvt Ltd 18
  • 19. Logistics Service Provider Service Solution Map Business Data Mgmt./ Risk Data Verification Compliance,SOA, Disaster Mgmts. Master Data Mgmt. Continuity Data Process Mgmt. &Rectification Integration Mgmts. Catalog Returns & Repair Order Management Order Processing Order Expediting Customer Service Management Management Inbound / Out Storage & Value Inventory Facility Planning & Warehousing Bound Processing Added Services Management Design & Network Design Transportation Transportation Distribution & Planning & Fleet Management Freight Freight Bill Audit Execution Management Transportation & Supply Chain Financial Supply Chain Business Visibility & BI Fulfillment Event Reporting & Analytics Analytics Visibility Management Forecasting Incentive & Collaborative Supply Vendor Management Procurement Commission Planning & SRM Management Management Execution Compliance & SOX Global Trade Corporate Container Security Taxation Regulatory Compliance Management Governance Intiative Revenue Productivity Activity Billing Invoicing Accounting POD Management Management Management Intra- Enterprise Supplier Customer Customs Alliance Partner Organizational Integration Integration Integration Integration Integration Integration Marketing Lead & Campaign Contract Client Management Sales Management CRM Planning Management Management Strategic Information Corporate Infrastructure Human Resource Financial Enterprise Systems Applications Management Mgmt Management Management Management20-02-2013 Confidential - InDemand Infotech Pvt Ltd 19
  • 20. Logistics Process Flows  Industry Best Practices C Customer Management  900 Plus Business Requirement V Vendor Management  Quote to Order- Process O Order Mangement  Order to Cash – Process  Integration Functional Process R Contract Management  Exception Process T Transporation  Pre- Defined Test Scripts D Compliance Logistic Process Flows A Accounts F Fleet Management W Warehouse Management20-02-2013 Confidential - InDemand InfoTech Pvt Ltd 20
  • 21. Contract Logistics Process Flows20-02-2013 Confidential - InDemand Infotech Pvt Ltd 21
  • 22. Freight Forwarding Process Flow20-02-2013 Confidential - InDemand Infotech Pvt Ltd 22
  • 23. Courier Process Flow20-02-2013 Confidential - InDemand Infotech Pvt Ltd 23
  • 24. CRM Shift - Cross-channel execution Marketing Sales Service Yesterday (across lines of Today business) • Few Channels • Cross-Channel Interaction • Silo’ed Interactions • Customer-centric Information • Multiple Systems and and Governance Processes • Total Cost of Ownership20-02-2013 Confidential - InDemand Infotech Pvt Ltd 24
  • 25. Consistent Experience across Channels… Agent Desktop Web Services Core Systems Consistent Customer Experience Across Channels Single View of Guided Opening / Service Customer Selling Fulfillment Management • Real-time Balances • Cross-Sell/Up-sell • Multi-product • Financial • Account Details & • Sales Offers application processes Transaction Support Transaction History • Needs Analysis • Data capture • Common Service • Contact & • Product Catalog • Document fulfillment Issue Management Opportunity • Product Features / • Account Funding Management Benefits • Interaction History20-02-2013 Confidential - InDemand Infotech Pvt Ltd 25
  • 26. CRM - Solution & Business Benefits Solution Business Benefits • Customer Information Assimilation and storage • Provide better Customer service • Analyzing profitability • Improves ROI • Aiding Marketing efforts • Increased operational efficiencies and collaboration • Gaining New customers • Increases productivity and Customer base • Relationship Management • Facilitates Customer retention • Cross-Selling & Up-selling • Increases wallet share • Excellent Customer Service • Customer Delight • Customer segregation • Customer aligned Products and Services • Reports and Dashboards • Effective Forecasting and Analytics • Campaign Management • Quality lead generation • Enhanced Customer Loyalty & Long term value • Reduces Customer churn out • Event Management • Proper traction of Event and results • Automation Process • Seamless process with Zero Error • Business Rule • Customized products and services • Chinese Wall • Increase Product per Customer • Incentive Management • Tracks the overall budget20-02-2013 Confidential - InDemand Infotech Pvt Ltd 26
  • 27. CRM – Key Characteristics Agile in deployment & Banking functionality Consistent execution of customer process across channels Scalability of design , capacity, Performance, & Flexibility. Effective integration of Business Intelligence Measurable results Secure in handling of Customer information Ease of Customization and Configuration Seamless Integration with existing systems Data Migration capability & Data Governance20-02-2013 Confidential - InDemand Infotech Pvt Ltd 27
  • 28. Discussion Agenda 1 About InDemand 2 Insight - Strength, Focus & Service Offerings 3 Transportation & Logistics - A Glance 4 CRM in Logistics 5 How to choose right CRM? 6 Why InDemand? 7 Our Success Stories20-02-2013 Confidential - InDemand Infotech Pvt Ltd 28
  • 29. Evaluation Methodology • Measured from Functional BRS & CRM workshop Functional • To be decided Post • Measured from Assessment based on Technical BRS , Tech. the Business & TCO Technical Sections in RFP Technology Appendices & CRM Requirements workshop Product • Measured from analyst review in the CRM market20-02-2013 Confidential - InDemand Infotech Pvt Ltd 27
  • 30. Evaluation – Methodology Parameters Functional Assessment Technical Assessment • CIF Requirements • Architecture • Retail Requirements • Platform • Wholesale Requirements • Database • Deployment • Application Fail Over & Disaster Product Assessment Recovery • Scalability & Flexibility • Current Product Offering • Performance Monitoring • Go to Market Strategy • Development • Marketing Presence • Parameterization • Interface & Integration TCO Assessment • Middleware • Security & Audit • Upgrade , Enhancement & Release • License Cost • Workflow • Implementation Cost • Customization Cost • Other Expenses * All parameters were shared for evaluation20-02-2013 Confidential - InDemand Infotech Pvt Ltd 28
  • 31. Evaluation - Functional ABC CRM XYZ CRM 100 91 90 86 • Bundled solution having comprehensive • Solution having the strong ability to configure & 80 functional capabilities and in-built Banking customize capabilities as per Bank needs . 70 features •Strong capability and flexibility of adding the custom CIF 60 • Richness of available functionality allows fields through user interface . 50 leveraging of best practices . • Strong customer analytics 40 • Strong capability and flexibility of adding the • Accessible from Outlook client Strength 30 custom CIF fields through user interface . • Strong Social Media capability and Facebook banking 20 • Out of the box Loyalty Management . 10 • Strong customer analytics with BI . 0 • Strong Social Media capability Functional ABC CRM XYZ CRM • ABC is a matured on premise solution and is • More customizations/new development would be not rapidly changeable to changing business required in XYZ to meet all Major functionalities. needs. •Not a in built banking industry solution . • Most comprehensive single solution that meets • Loyalty Management is not out of the box but already Cautions most requirements out-of-the box. However it customized for banking needs requires an extended configuration and testing/release time • Difficult from a sustenance perspective20-02-2013 Confidential - InDemand Infotech Pvt Ltd 29
  • 32. Evaluation - Technical ABC CRM XYZ CRM 100 92 88 • ABC is an established and mature technology • Strong Integration capability with their Direct Channel 90 with mature implementation knowledge-base applications . 80 in the market. • UI is very similar to other applications. 70 • The mobile applications are natively built for • Application is accessible through browser and outlook. 60 50 some platforms like iPhone/ipad. • Integration is through Web Services, SQL Server 40 • ABC supports Oracle as well as other Integration Services, Data Adapters, Exposed Systems 30 Strength database. APIs, Adapters and Web Services. 20 • Parameterization is part of the application 10 setup 0 • Single and centralized location for monitoring Technical the application. • ABC is fully integrated with Oracle SOA which ABC CRM XYZ CRM based on BPEL. • The application is supported on Oracle VM for • Data masking tool/utility is not available out of the box. system virtualization . • XYZ CRM supports only the earlier version of DB. • Oracle do not certify testing/QA tools . • Auto Dialer interface is not supported Cautions20-02-2013 Confidential - InDemand Infotech Pvt Ltd 30
  • 33. Evaluation - Product ABC XYZ CRM • ABC CRM is an example of large enterprise • XYZ CRM is an example of midmarket CRM suits .5.00 4.39 CRM. • “Power of Choice” offering how to deploy (on-premises,4.504.00 • ABC leads across-the-board deep CRM on-demand, partner-hosted), how to pay (license,3.50 3.29 functionality and provide robust capabilities. subscribe, finance), and how to use (Outlook client,3.00 • Best-of-breed status for most CRM browser, SharePoint site, other interfaces) the application.2.502.00 functionalities. • Relatively easy to configure and deploy. Strength1.50 • Strong analytics capabilities enhanced further • Competes well on price compared with its major1.00 through integration with BI solutions. competitors.0.500.00 Product ABC CRM XYZ CRM •Application complexity, and lengthy • Lacks industry-specific solution. implementation schedules. • Requires commitment to a specific infrastructure in • Poor usability and high cost. order to lower their TCO in buying and managing business • Upgrade face exorbitant costs. technologies. Cautions • Low user adoption. • Native deployment is not provided on some OS mobile smartphones, such as the BlackBerry and iPhone;.20-02-2013 Confidential - InDemand Infotech Pvt Ltd 31
  • 34. Evaluation - Approach Explore Analyze Validate Recommend  Evaluation Approach  BRS response  CRM workshop  BRS compilation and review and finalization consolidation  Product demonstration assignments of final  BRS Review  Identify GAPs in Vendor by vendor scores and weights with  RFP Review response  users feedback  Evaluation Template  Pre workshop evaluation  BRS validation with  Perform detailed Preparation of CRM products vendor evaluation  Requirement  Assign scores & weights  Product technology  Product classification and Weights based on the RFP & BRS assessment with vendor  Functional assignments response  Gap assessment with  Technical  Compile TCO for all vendor  Vendor vendors  User feedback  Total Cost of  Demo script preparation Ownership for workshop  Review evaluation outcome  Prepare evaluation and product recommendation report20-02-2013 Confidential - InDemand Infotech Pvt Ltd 32
  • 35. Discussion Agenda 1 About InDemand 2 Insight - Strength, Focus & Service Offerings 3 Transportation & Logistics - A Glance 4 CRM in Logistics 5 How to choose right CRM? 6 Why InDemand? 7 Our Success Stories20-02-2013 Confidential - InDemand Infotech Pvt Ltd 35
  • 36. Differentiator #1 - Experience & Expertise PBN  Practice Head (CRM) in a IT Major, India  Fortune Bank (GTS), USA, UK and Singapore – Siebel 7.8  Fortune Bank (PBG), USA & UK – SFDC  Leading Bank, UK – Siebel 7.8  Leading Leasing Organisation, Germany – Siebel 6.x  Leading Leasing Organisation, Germany – Siebel Upgrade 7.7  Leading Leasing Organisation, Germany – Siebel 7.7 (EAI)  Hi Tech Design Organisation, USA - Siebel 7.8  Fortune 10 Organisation (TFS), USA – Siebel 7.7  Fortune 10 Organisation (Mod Space), USA – Siebel 7.7  Fortune 10 Organisation(RTS), USA – Siebel 7.7  Project Director (CRM) in a IT Major, India  Fortune 100 Organization, USA – Siebel 7.8  Project Manager (CRM) in a MNC, Bangkok & UK  Leading Software Services Organization, UK  Three Banks, Bangkok – Siebel 7.5  Project Manager (CRM) in a IT Major  Fortune Bank, Japan – Siebel 6.x  CRM Consultant in a MNC, Singapore  Public Sector, Singapore - Vantive20-02-2013 Confidential - InDemand Infotech Pvt Ltd 36
  • 37. Differentiator #1 - Experience & Expertise Murali Krishna M  Head of Sales in a IT Major, India  Over 25 years of experience across verticals Manufacturing, Financial Services and IT.  Pre-sale Head for Travel & Logistics vertical in IT major India.  Instrumental in acquiring largest logistics customers across the globe.  In-depth understanding of Logistics domain.  Head of sales in IT majors from past 10 years  Fortune 10 Organisation(RTS), USA – Siebel 7.7  Project Director (CRM) in a IT Major, India  Fortune 100 Organization, USA – Siebel 7.8  Project Manager (CRM) in a MNC, Bangkok & UK  Leading Software Services Organization, UK  Three Banks, Bangkok – Siebel 7.5  Project Manager (CRM) in a IT Major  Fortune Bank, Japan – Siebel 6.x  CRM Consultant in a MNC, Singapore  Public Sector, Singapore - Vantive20-02-2013 Confidential - InDemand Infotech Pvt Ltd 37
  • 38. Differentiator #1 - Experience & Expertise Sendhil S  Vice President (CRM Delivery), InDemand Infotech Pvt Ltd, India  Program Manager, Leading Bank, Bahrain – CRM Consulting & Package Evaluation and Implementation  Delivery Head (CRM), Mobility Company – Siebel 7.7 & 8.1  Delivery Head (CRM), Major French Electric Mfg. company – Siebel 7.8  Delivery Head (CRM) in a IT Major, India  Leading Bank in UK – Siebel 7.8  Fortune Bank (GTS) in USA, UK and Singapore – Siebel 7.8  Fortune Bank (PBG) in USA & UK – SFDC  Leading Leasing Organisation, Germany – Siebel 6.x  Leading Leasing Organisation, Germany – Siebel Upgrade 7.7  Leading Leasing Organisation, Germany – Siebel 7.7 EAI  Hi Tech Design Organisation, USA - Siebel 7.8  Fortune 10 Organisation (TFS), USA – Siebel 7.7  Fortune 10 Organisation (ModSpace), USA – Siebel 7.7  Fortune 10 Organisation(RTS), USA – Siebel 7.720-02-2013 Confidential - InDemand Infotech Pvt Ltd 38
  • 39. Differentiator #2 – Innovation – Products & IP’s ACCOUNT/ LEADS OPPORTUNITY CONTACT LOYALTYPRODUCTS Walk-in, Phone, Website Visit Generate Leads Accounts Loyalty Members Promotions on Shopping, Airlines, Hotel Stay Won OpportunityCredit Cards Contacts Assign Leads Follow up Leads Loans Points Accrual Qualified Leads Redeem Points Qualify Leads Accounts Disqualified lead Lost Opportunity Products Activities/Service Requests20-02-2013 Confidential - InDemand Infotech Pvt Ltd 39
  • 40. Differentiator #2 – Innovation – Products & IP’s MEMBER PROGRAM PROMOTION LOYALTY Promotions on PRODUCTS Shopping, Airlines, 1 Member Enrolled in Program automatically A Program has many Hotel Stay TIER based on Product promotions Points used to automatically Points Accrual change the tierCredit Card status Points used to automatically 2 change the tier TIER statusDebit Card Member shall Redeem the points Points used to to purchase any automatically Products/ServicesTravel Card change the tier status 3 Redeem Points TIER Reward Gift voucher given to member when tier status changes20-02-2013 Confidential - InDemand Infotech Pvt Ltd 40
  • 41. Differentiator #2 – Innovation – Products & IP’s CRM Middleware Application Facebook Users ` IIPL Page ACTIVITIES20-02-2013 Confidential - InDemand Infotech Pvt Ltd 41
  • 42. Differentiator #3 – Service Oriented Differentiators OUR DIFFERENTIATORS Multiple Process Driven Approach Knowledge Driven Innovative pricing models Approach Service Delivery - Certified Employees Assured Value Creation Accelerated Problem - T&M trained on process + - Collaborative process Solving - Drives higher - Fixed Price Technology skills to creation - Structured approach efficiency, lower cost - Fixed Bid deliver value - Captured in InDemand- to value creation - Faster Resolution to - Flexible approach to - Other - Higher effectiveness customer dedicated - % of Savings in the issues. meet client Innovative - Focus on Solving academy support contracts - Solution Drivers requirements. models business problems - Best of both the worlds - Measurable value - Innovate new - Faster Resource creation engagement model. Onboarding - Increased Productivity What is in it for Customer ? Continuous Tangible value Qualitative Service Predictable cost Improvement Flexibility Creation20-02-2013 Confidential - InDemand Infotech Pvt Ltd 42
  • 43. Best Practices …… Knowledge Sharing Cross Training Knowledge Base Training & Certification  We Identify each associate’s key strengths in different skillsets and plan for appropriate cross-training sessions  Promising Candidates are sponsored for Vendor Certification programs  Conduct Guest Lectures  Training given on Project Management and Quality Processes Seniors  Comprehensive 6 months of structured training for fresh Engineering Graduates which includes hands on sessions and a few complete small projects Project management Methodology  Qualified resources are deployed into a real-time project shadowing experienced associate for 2-4 months  Deserving Candidates are sponsored for Vendor Certification programs Juniors  Provide sessions on relevant soft skills20-02-2013 Confidential - InDemand Infotech Pvt Ltd 43
  • 44. Key reason of Success… PEOPLE Clear understanding Roles & Responsibilities 3 Essential Components PROCESS Manageable & TECHNOLOGY Measurable Deliverables20-02-2013 Confidential - InDemand Infotech Pvt Ltd 44
  • 45. Discussion Agenda 1 About InDemand 2 Insight - Strength, Focus & Service Offerings 3 Transportation & Logistics - A Glance 4 CRM in Logistics 5 How to choose right CRM? 6 Why InDemand? 7 Our Success Stories20-02-2013 Confidential - InDemand Infotech Pvt Ltd 45
  • 46. Our Team’s Global Experience  Siebel 7.8 for Fortune Bank (GTS) in USA, UK and Singapore  SFDC for Fortune Bank (PBG) in USA & UK  Siebel Upgrade to 7.7 for Leasing Company in Germany  Siebel 7.7 Integration (EAI) for Leasing Company in Germany  Siebel 7.8 EAI & Reports for major French Electric Mfg. company  Siebel 6x Implementation for Three Banks in Bangkok  Siebel 6x Upgrade for Fortune Bank, Japan  MSCRM 4.0 Implementation for Servicemen Club, Singapore  MSCRM 3.0 Implementation for a Free Trade Zone, Middle East  MSCRM 3.0 & SharePoint for Public Sector, Middle East  QlickView BI for Deposit Insurance, Singapore  Vantive Implementation for Public Sector, Singapore20-02-2013 Confidential - InDemand Infotech Pvt Ltd 46
  • 47. Sample Case Study - Siebel - iPad Integration Project Background: Building a new interface between iPad and Siebel Pharma Application allowing bidirectional exchange of data. Siebel Pharma was rolled out as a common back end where the crucial business process takes place. The vital entities (Account, Contacts, Activities and Products) were requested from iPad to Siebel as Master Data Downloads. Siebel provided the Corresponding data in XML format for the entities as Response message. The transactions happened in iPad application was pushed to Siebel application as XML, and was subsequently saved in Siebel database. Challenges: Solution: • Though experienced in integration Provided assistance to client in generating the correct Siebel between Desktop applications and Schema structure to get the Updated Transaction Data. Siebel applications , this is first Integration occurrence between iPad Benefits: and Siebel application • Improved Product quality and Compliance • Significant revision of Schema • Increased Customer centricity structure in iPad application to match • Enhanced end - end communication between any of the with Siebel structure for transaction Mobile devices with Siebel applications processing. • Effective usage of Customer resources • Provision for changing the Sales plans, Activity Plans and Route Plans dynamically. • Cut the Operational Costs by 20%20-02-2013 Confidential - InDemand Infotech Pvt Ltd 47
  • 48. Sample Case Study – 1 Siebel Pharma application used by Pharmaceuticals, Medical andMOBILITY INDUSTRY Siebel 8.1.5 | Oracle 11g diagnostic industry. Application was implemented in EnglishPharma Application IIS Server 7.5 | MS office 2010 language. Landscape Overview Siebel-iPad apps Integration (EAI Solution) • Siebel receives the user Id of the Medical Representative as a Web Service Layer request from iPad application to invoke the web service call for the master data downloads like Account, Contact, Activity Webport and Product. Request • The Master Data for the user Id is queried from the Siebel Database and sent back to iPad application as Response WSDL SOAP/ message HTTP Publish Transaction : • User Creates new record or updates the existing data in iPad Administration Administration HTTP application and submits the data. Invocation Service Siebel Layer Screen Listener • The data is sent as a web service request to Siebel. Siebel creates a new record / Updates the records as necessary in Siebel Database and sends the row Id of the corresponding records as the response message. SIEBEL Business Process Workflow Database Layer DATABASE Transactions Master Data Sync20-02-2013 Confidential - InDemand Infotech Pvt Ltd 48
  • 49. Sample Case Study - 2 Siebel Sales application used by Sales, Service industry.RETAIL INDUSTRY Siebel 7.7 | Oracle 11g Application was implemented in English language.Retail Application IIS Server 7.5 | MS office 2010 Landscape Overview Siebel-iPad apps Integration (EAI Solution) • Siebel receives the user Id of the Sales/Service Web Service Layer Representative as a request from iPad application to invoke the web service call for the master data downloads like Webport Account, Contact, Activity and Product. Request • The Master Data for the user Id is queried from the Siebel Database and sent back to iPad application as Response WSDL SOAP/ message HTTP Publish Transaction : • User Creates new record or updates the existing data in iPad Administration Administration HTTP application and submits the data. Invocation Service Siebel Layer Screen Listener • The data is sent as a web service request to Siebel. Siebel creates a new record / Updates the records as necessary in Siebel Database and sends the row Id of the corresponding records as the response message. SIEBEL Business Process Workflow Database Layer DATABASE Transactions Master Data Sync20-02-2013 Confidential - InDemand Infotech Pvt Ltd 49
  • 50. Customer Voice “ Appreciation from the Practice head of a top-5 global I want to express our ” consulting firm deep appreciation for all the hard work you and your team have contributed to the Siebel engagement of our key client. I particularly appreciate InDemand Infotech making this engagement successful and smooth in a very short notice and address critical issues we had in Reports and Integration. We also thank InDemand Infotech in establishing their expertise in Siebel CRM with our client stakeholders and for continued remote support from Chennai. I hope to count on InDemand CRM consultants for our Siebel needs in the future. Best Wishes, Siebel Practice Head20-02-2013 Confidential - InDemand Infotech Pvt Ltd 50
  • 51. Chennai Development Centre InDemand Development Centre in Chennai, India20-02-2013 Confidential - InDemand Infotech Pvt Ltd 51
  • 52. Lets Partner…20-02-2013 Confidential - InDemand Infotech Pvt Ltd 52
  • 53. THANK YOU Contact: InDemand Infotech Pvt Ltd. InDemand Infotech Pvt.Ltd 5th Floor, JVL Plaza ,501, Mount Road Teynampet, Chennai - 600 18 P.O.Box 2801 Manama, Kingdom of Bahrain India. T:97317226757 F:+97317728434 Phone: +91 49017555/7590 www.indemand.co.in20-02-2013 Confidential - InDemand Infotech Pvt Ltd 53

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