6. From Zonhoven (near Hasselt) BelgiumFrom Zonhoven (near Hasselt) Belgium
Since 1960 on the rad’s marketSince 1960 on the rad’s market
Marketleader within Europe (panelradiators)Marketleader within Europe (panelradiators)
Distribution via Wholesellers (3 tier sales model)Distribution via Wholesellers (3 tier sales model)
Towel warmers, decorative rad’s and UFH products since 2001Towel warmers, decorative rad’s and UFH products since 2001
RADSON 1990
Radson
Radiators
Rettig
Radson Alutherm
Boilers
Bosch
Thermic
Designer radiators
Vasco
7. 1. Welcome & Introduction
2. Why E commerce at Radson (business drivers) ?
3. Project Mission/ Targets
4. Project Scope
5. Live Demonstration / Results
- Baan E Product Catalog
- Baan E Sales
- Baan B2B
1. Lessons learned
2. Questions and answers
Agenda: Radson E commerce Implementation
9. Improve customer relationship and service offerings
““Oneideawillbenotenough; MakeyourcompanymoreattractivebyevenOneideawillbenotenough; Makeyourcompanymoreattractivebyeven
exceedingyourcustomers expectations”exceedingyourcustomers expectations”
Improve ourcustomerservice by offering ourcustomers modern ICTImprove ourcustomerservice by offering ourcustomers modern ICT
solutionssolutions
(ICTbeing an business enablerinstead costcenter!):(ICTbeing an business enablerinstead costcenter!):
-- EDI(Electronic Data Interchange) facilitiesEDI(Electronic Data Interchange) facilities
-- VMI (VendorManaged Inventory) facilitiesVMI (VendorManaged Inventory) facilities
-- Web ordering (ESales forourSmallerwholesalers, and big installers)Web ordering (ESales forourSmallerwholesalers, and big installers)
-- B2BEcollaboration (High end customers (big Wholesalers)B2BEcollaboration (High end customers (big Wholesalers)
-- Integrated Front /Back office Product Configuration Integrated Front /Back office Product Configuration
- Etc.- Etc.
JVL
10. Improving our Customer Service
What can we do?What can we do?
Efficient and effective at the customer facing end.Efficient and effective at the customer facing end.
Investing in well trained and knowledgeable customer service personnel.Investing in well trained and knowledgeable customer service personnel.
Creation of centralised customer service / sales centres.Creation of centralised customer service / sales centres.
Maximise use of Electronic communication.Maximise use of Electronic communication.
Have the support infrastructure in place.Have the support infrastructure in place.
Reduce communication workload internal sales dept (f.e. on basicReduce communication workload internal sales dept (f.e. on basic
questions)questions)
Reduce Internal /external sales force costsReduce Internal /external sales force costs
Innovative Vendor(The No. 1 should show something)Innovative Vendor(The No. 1 should show something)
11. Project Mission (after extended Strategy project)
Successfully implement at Radson:
1. Baan E Sales: E Product Catalog 12-2002
2. Baan E Sales: Web ordering 03-2003
3. Baan B2B: Collaboration 05-2003
based on selected hardware and software standards, best
practice implementation methodology with active
sponsorship of it’s stakeholders in order to improve
customer service and reduce internal transaction costs.
12. Search or
Browse Multi-
media Catalog
Select or
Configure
Product
Web ordering
Process
E Collaboration
Radson Customer
Easy-to-use,
Personalized
Experience
Project Scope
Phase 1
Phase 2
Phase 3
14. E-Sales Web ordering Process
Registration and login
Personalized experience
Browse catalog
Check pricing real time
Check availability to promise
Finish order
Choose payment
Submit or quote
Track shipment status
15. Employee login
Publish documents
Partner login
Personalized experience
Review documents
Monitor response
Collaborate real-time
Finalize agreements
Real time self service
BizTalk Interoperability
E- Collaboration (B2B)
17. Lessons learned
1.1. Involve “Business” Departments from scratchInvolve “Business” Departments from scratch (f.e. Marketing dept.)(f.e. Marketing dept.)
2.2. Define clear roles and responsibilities (also software provider)Define clear roles and responsibilities (also software provider)
3.3. Clear step by step approachClear step by step approach
4.4. Be careful with to optimistic promises to your customersBe careful with to optimistic promises to your customers
5.5. Work hard and have fun …..Work hard and have fun …..
This Overview will take you thru not only some of the high level structures of Target such as Programs and Projects, but will also give you background on the theories behind the methodology. Later, we will touch on some of the Tools that have been developed to assist in your Projects and show you how to access these from the CD. When you leave here and sit down with your own CD to dive further into the details, we hope that this overview will give you an outline in following the self-study course and the ultimate use of Target.
This Overview will take you thru not only some of the high level structures of Target such as Programs and Projects, but will also give you background on the theories behind the methodology. Later, we will touch on some of the Tools that have been developed to assist in your Projects and show you how to access these from the CD. When you leave here and sit down with your own CD to dive further into the details, we hope that this overview will give you an outline in following the self-study course and the ultimate use of Target.
Radical resource productivity changes everything.
New products and new business processes are part of the Next Industrial Revolution, a revolution Best Made with Baan…
Summary
Products that work better and provide a better “return on resources” consumed during use
Products manufactured in lean collaborative networks
Products moved with optimally designed and operated logistics
Products re-used through re-manufacture or dis-assembly and recycling materials
