1. MARTY SAMADDER
SANJAY RAJPOOT
MARCH 29, 2016
Omni-Channel Customer Self-Service and
Order Approval
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2. HD Supply Proprietary and Confidential
CONTENTS
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• Welcome and Introductions
• Overview of HD Supply
• Problem Statement
• Go-to-Market Solution
• Enhancement and Sustainability
• Customer Adoption
• Q&A

3. HD Supply Proprietary and Confidential
WELCOME & INTRODUCTIONS
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Marty Samadder
• Manager, SAP Applications, HD Supply Facility Maintenance
• 17+ years of SAP implementation experience with key focus in Pharma,
Medical Device, Consumer Products, Packaging, Wholesaler and Manufacturing
industry.
• Functional Expert in SAP ECC, CRM, GTS, VISTEX and related bolt-ons like
VERTEX, SABRIX, VENDAVO, i-MANY etc.
Sanjay Rajpoot
• Sr. Configurator, SAP Applications, HD Supply Facility Maintenance
• 14+ Years experience in various platforms – SAP ECC,CRM, Oracle, PL/SQL,
WebSphere, PI/PO,BPM/BRM ,rest and ODATA services.
• SAP Certified in Sales and Distribution ERP 6.0 EhP6 and CRM 7.0
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4. HD Supply Proprietary and Confidential
COMPANY OVERVIEW
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HD Supply is one of the largest industrial distributors in North America. The
company provides a broad range of products and value-added services to
approximately 500,000 customers with leadership positions in MRO (maintenance,
repair and operations), water infrastructure, and construction (residential and non-
residential) sectors.
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5. HD Supply Proprietary and Confidential
PROBLEM STATEMENT
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• HDS-FM customers can place an order in 3 different ways. Via Phone, e-commerce, or
SalesForce.
• Most of HD Supply’s customers have designated purchasers to place orders. If orders are
placed by a non-designated executive, the requirement is to obtain approval from authorized
personnel prior to delivering the product.
• The traditional way to receive the approval is via phone verification. Approvers are not
always available by phone, requiring a large number of outgoing call backs each day.
SAP CRM
SAP Mobile
CTI
Web
Telephony Interface
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SAP ECC

6. HD Supply Proprietary and Confidential
GO-TO-MARKET SOLUTION
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In this phase, HD Supply implemented the option to receive the
approval via email. After placing an order, the customer will
receive an email to their contact email address.
Benefits:
• Automated SAP driven email notifications
• Reduction in outbound CSR calls to obtain Order Approvals
• Reduction in inbound CSR calls for Order Approvals
• Fast and efficient automated routing and approvals
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Order Approval Phase – 1 (via email)

7. HD Supply Proprietary and Confidential
ENHANCEMENT AND SUSTAINABILITY
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In this phase, we will provide the option to approve multiple orders via the HDS
website. This will be more useful for customers who have large volume of
orders.
We will also give the option to customer’s admin to add/update/delete their
approval list.
Benefits:
• Advantage of approving multiple orders at a time
• Customer can maintain approver list.
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ORDER APPROVAL PHASE – 2 (OMNI-CHANNEL)

8. HD Supply Proprietary and Confidential
ORDER APPROVAL DATA FLOW
Order Approval via Email
REST ADAPTER
Customer
Approval
required
Complete the
order
Yes
No
Customer Calls/
Email/Fax to place
an order
Send Order
confirmation
to customer
Enhancement 1
to generate new o/p type
with hyperlinks and PDF
attachment of order
acknowledgment.
End
Start
Order is
incomplete for
Verbal Auth,
Authorized
Purchaser, and/or
PO Required
Enhancement 2
To store inbound and outbound
communication details -
Repeat flag, date & time sent,
Action(A/R/E),Action date, Action Time,
,Updated date, Updated time and etc
Assigned
Approver(s)
determined
Enhancement 1 will
trigger on Save event
Email Received
with
decision URL.
Email Reponse Approved Reject
Repeat
Response
Expired
Response after
> 48 Hrs
V V V
Enhancement 3
Create new prgm to resend
Commiuncation of pending
response
update internal notes in order
document
If email response is
“yes” then updating
the communication
status
If email response is
“No” then updating the
communication status
“R”
Approved RFC Reject RFC
WebService WebService WebService WebService
Prgm
1- Bapi Call to update SO
2-Purge records based on
sent date
in selection options
Exp
Msg
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9. HD Supply Proprietary and Confidential
CUSTOMER ADOPTION
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Pilot 1 – 500 Customers Pilot 2 – 17,000 Customers
Phase 2 –
Omni-
Channnel
• We selected a group of ~ 500 customers for the 1st pilot phase and went live
on Aug 2015.
• We added ~ 17,000 more customers in our 2nd pilot.
• As of today, approximately 74% of our customers have adopted the process.
• Next step is to adopt the approval method for additional channels.

10. HD Supply Proprietary and Confidential
Q&A
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