©2007 Hill-Rom, Inc. All rights reserved.
<ul><li>Overview of Hillenbrand/Hill-Rom </li></ul><ul><li>Situation Pre-CRM </li></ul><ul><li>Accomplishments to Date </l...
©2007 Hill-Rom, Inc. All rights reserved. <ul><li>Founded 1884 </li></ul><ul><li>$671 MM revenues* </li></ul><ul><li>1.0% ...
©2007 Hill-Rom, Inc. All rights reserved. A Medical Technology Company
Hill-Rom helps healthcare professionals around the world create  safer, more efficient  and  clinically effective   patien...
©2007 Hill-Rom, Inc. All rights reserved. <ul><li>People Issues : </li></ul><ul><li>No CRM capability in IT </li></ul><ul>...
<ul><li>Process Issues : </li></ul><ul><li>Not capturing all opportunities </li></ul><ul><li>Little to no campaign managem...
<ul><li>Technology Issues : </li></ul><ul><li>Multiple/disconnected data sources </li></ul><ul><li>No CRM application </li...
<ul><li>Impact : </li></ul><ul><li>Missing Wall Street forecasts  (pre-2005)  </li></ul><ul><li>Lost opportunities </li></...
People: <ul><li>Comprehensive Training </li></ul><ul><li>High User Adoption </li></ul>©2007 Hill-Rom, Inc. All rights rese...
People <ul><li>Secured Executive Sponsorship </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
Process <ul><li>Campaign Management </li></ul><ul><li>Order Management </li></ul><ul><li>System Development Life Cycle(SDL...
Process Opportunity Management ©2007 Hill-Rom, Inc. All rights reserved.
Technology <ul><li>Consolidation of data sources </li></ul><ul><li>PDA/Blackberry integration </li></ul><ul><li>Real-time ...
Management Reporting/Dashboarding Technology ©2007 Hill-Rom, Inc. All rights reserved.
<ul><li>Past Due – Reduction 95% </li></ul><ul><li>Funnel 3X </li></ul><ul><li>Rental / Capital Revenue Impact – linkage <...
<ul><li>Real-time decision making </li></ul><ul><ul><li>Information Warehouse Data Mining  (Sales, Marketing) </li></ul></...
People/Process: <ul><li>Global expansion </li></ul><ul><li>Partnership with ISM Strategy team </li></ul><ul><li>Extend bey...
Technology: <ul><li>Extended Blackberry </li></ul><ul><ul><li>mobile functionality </li></ul></ul><ul><li>Exploring out-of...
People: <ul><li>Build a team “first” </li></ul><ul><li>Secure executive sponsorship </li></ul><ul><li>Train and train ofte...
Process : <ul><li>Secure subject matter experts </li></ul><ul><li>Ensure proper training/understanding </li></ul><ul><li>F...
Technology: <ul><li>In-house solutions - viable option </li></ul><ul><ul><li>Lotus Notes </li></ul></ul><ul><li>CRM backgr...
©2007 Hill-Rom, Inc. All rights reserved. <ul><li>CRM process/knowledge is critical </li></ul><ul><li>Walk before you run ...
©2007 Hill-Rom, Inc. All rights reserved.
©2007 Hill-Rom, Inc. All rights reserved.
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Destination CRM

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  • Transcript of "Destination CRM"

    1. 1. ©2007 Hill-Rom, Inc. All rights reserved.
    2. 2. <ul><li>Overview of Hillenbrand/Hill-Rom </li></ul><ul><li>Situation Pre-CRM </li></ul><ul><li>Accomplishments to Date </li></ul><ul><li>Future Plans </li></ul><ul><li>Lessons Learned/Key Take-aways </li></ul><ul><li>Questions and Answers </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    3. 3. ©2007 Hill-Rom, Inc. All rights reserved. <ul><li>Founded 1884 </li></ul><ul><li>$671 MM revenues* </li></ul><ul><li>1.0% revenue 3 yr CAGR** </li></ul><ul><li>3,500 employees </li></ul><ul><li>NYSE: HB </li></ul><ul><li>Founded 1929 </li></ul><ul><li>$1.300 billion revenues* </li></ul><ul><li>6.2% revenue 3 yr CAGR** </li></ul><ul><li>6,500 employees </li></ul><ul><li>Global company </li></ul><ul><li>2007 Medical Device Excellence Award Winner </li></ul>Helping families honor the lives of those they love “ Till death do us part”
    4. 4. ©2007 Hill-Rom, Inc. All rights reserved. A Medical Technology Company
    5. 5. Hill-Rom helps healthcare professionals around the world create safer, more efficient and clinically effective patient care environments and processes that improve the overall quality and cost of care delivered to patients in acute, long term and home care environments. Adult ICU Neonatal ICU Emergency Recovery Medical- Surgical Labor & Delivery Bariatrics Extended Care Home Care ©2007 Hill-Rom, Inc. All rights reserved. Medical-Surgical Labor & Delivery Bariatrics Adult ICU Neonatal ICU Emergency Recovery Extended Care Home Care
    6. 6. ©2007 Hill-Rom, Inc. All rights reserved. <ul><li>People Issues : </li></ul><ul><li>No CRM capability in IT </li></ul><ul><li>Individual contributor for all the development and support </li></ul>Business Value Executive Workshop Create Project Charter and Plan Establish Steering Committee Assess Change Readiness <ul><li>Create Solution Design </li></ul><ul><li>Application design </li></ul><ul><li>Technical architecture </li></ul><ul><li>Data management </li></ul><ul><li>Support </li></ul><ul><li>Education </li></ul>Build Solution Requirements Workshop Requirements Signoff Iterative reviews Document Use Cases and Test Cases Test Solution Go-Live Signoff Manage Data Design Signoff Manage Risk, Communications, Schedule, Budget, Change Control Implement Change Management Plan Build Education Modules Train Users Project Signoff <ul><li>Transition to CRM Team </li></ul><ul><li>Monitor Adoption </li></ul><ul><li>Success Scorecard </li></ul>Transition to Customer owners and salesforce Support <ul><li>Project Closure </li></ul><ul><li>Address any issues </li></ul><ul><li>Collect lessons and feedback </li></ul>
    7. 7. <ul><li>Process Issues : </li></ul><ul><li>Not capturing all opportunities </li></ul><ul><li>Little to no campaign management </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    8. 8. <ul><li>Technology Issues : </li></ul><ul><li>Multiple/disconnected data sources </li></ul><ul><li>No CRM application </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    9. 9. <ul><li>Impact : </li></ul><ul><li>Missing Wall Street forecasts (pre-2005) </li></ul><ul><li>Lost opportunities </li></ul><ul><li>Resource Allocation Issues </li></ul><ul><ul><li>Sales and operation planning challenges </li></ul></ul><ul><ul><li>Challenging for IT to </li></ul></ul><ul><ul><li>optimize/allocate their time </li></ul></ul>©2007 Hill-Rom, Inc. All rights reserved.
    10. 10. People: <ul><li>Comprehensive Training </li></ul><ul><li>High User Adoption </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    11. 11. People <ul><li>Secured Executive Sponsorship </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    12. 12. Process <ul><li>Campaign Management </li></ul><ul><li>Order Management </li></ul><ul><li>System Development Life Cycle(SDLC) </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    13. 13. Process Opportunity Management ©2007 Hill-Rom, Inc. All rights reserved.
    14. 14. Technology <ul><li>Consolidation of data sources </li></ul><ul><li>PDA/Blackberry integration </li></ul><ul><li>Real-time notification </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    15. 15. Management Reporting/Dashboarding Technology ©2007 Hill-Rom, Inc. All rights reserved.
    16. 16. <ul><li>Past Due – Reduction 95% </li></ul><ul><li>Funnel 3X </li></ul><ul><li>Rental / Capital Revenue Impact – linkage </li></ul>Impact ©2007 Hill-Rom, Inc. All rights reserved.
    17. 17. <ul><li>Real-time decision making </li></ul><ul><ul><li>Information Warehouse Data Mining (Sales, Marketing) </li></ul></ul><ul><ul><li>Email notification </li></ul></ul>Impact ©2007 Hill-Rom, Inc. All rights reserved.
    18. 18. People/Process: <ul><li>Global expansion </li></ul><ul><li>Partnership with ISM Strategy team </li></ul><ul><li>Extend beyond sales </li></ul><ul><li>Ever-increasing user awareness </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    19. 19. Technology: <ul><li>Extended Blackberry </li></ul><ul><ul><li>mobile functionality </li></ul></ul><ul><li>Exploring out-of-the-box solutions </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    20. 20. People: <ul><li>Build a team “first” </li></ul><ul><li>Secure executive sponsorship </li></ul><ul><li>Train and train often </li></ul><ul><li>Stay in constant communication </li></ul><ul><li>Resistance is inevitable </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    21. 21. Process : <ul><li>Secure subject matter experts </li></ul><ul><li>Ensure proper training/understanding </li></ul><ul><li>Follow SDLC </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    22. 22. Technology: <ul><li>In-house solutions - viable option </li></ul><ul><ul><li>Lotus Notes </li></ul></ul><ul><li>CRM background invaluable </li></ul><ul><li>Keep it simple (less is more) </li></ul>©2007 Hill-Rom, Inc. All rights reserved.
    23. 23. ©2007 Hill-Rom, Inc. All rights reserved. <ul><li>CRM process/knowledge is critical </li></ul><ul><li>Walk before you run </li></ul><ul><li>Buy-vs-build based on a business case </li></ul>
    24. 24. ©2007 Hill-Rom, Inc. All rights reserved.
    25. 25. ©2007 Hill-Rom, Inc. All rights reserved.

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