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Shell’s Online ServiceThe Scandinavian eBusiness platform   Built on COOL:Plex and Websydian            Internet and WAP  ...
The History of Shell’s   online service
The History of customers four different  Shell Denmark offered                          Shell’s online  ways to get heatin...
The History of Shell’s onlineservice                         April 2000:               December 2000:            September...
The History of Shell’s onlineservice      How did we manage               and why can we talk about a success             ...
Shell Ready     NORDCAP ERP system        – Business process optimisation and           customer focus in mid 90.        ...
Shell Ready     Development tool       – COOL:Plex/Websydian          • Cheap (no license fee), real time, CA            ...
Decisions Made    Customer focus     –   Personalisation and profiling     –   Services functionality should be based on ...
Decisions Made    CSC workload focus (automation of process)     – No additional work to handle customers     – Look at c...
Decisions Made    Reuse Reuse Reuse     –   existing business process     –   hardware    We start with B-to-C, but prep...
What is inShell’s online service?
What is Shell’s Online  Service?        Data about                                                Nordcap     Shell’s cust...
What is Shell’s Online  Service?                                                          eMetric                         ...
Current Web Features for fuels   Shell online supports heating oil and cardHeating Oil• Check invoices• Check payment hist...
Current Web Features for fuels   Shell online supports heating oil and cardHeating Oil• Ordering heating oil:   • Quantity...
Current Web Features for fuels   Shell online supports heating oil and cardHeating Oil• Shell Line and Degree day customer...
Truly integrated in real time•Internet orders for heating oil do not need anymanual processing by Shell personnel sincethe...
Truly integrated in real timeInternet order to payment process (part 1)                    Enter                       Ent...
Truly integrated in real timeInternet order to payment process(part 2)                                         CheckCustom...
The RealInterrelation with ERPe-order         World – anat Dansk Shell     Sunday Dec 3rd 23.40 - Customer orders via    ...
The RealInterrelation with ERPe-order         World – anat Dansk Shell     Monday Dec 4th 9.18 - Driver delivers order   ...
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Precentation - Speaker at CA World Conference Orlando, Florida US, on the subject of “Mobile business and eBusiness”.

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Describe how the Thin Front End concept with the help of the tools from CA and Softdesign can turn you online solution into a mobile solution in seconds. WAP based application reusing all functionalities fo the web based solution with just another design of the views as the difference. Welcome to contact me for discussion on the topic.

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Precentation - Speaker at CA World Conference Orlando, Florida US, on the subject of “Mobile business and eBusiness”.

  1. 1. Shell’s Online ServiceThe Scandinavian eBusiness platform Built on COOL:Plex and Websydian Internet and WAP Enable your ERP July 2001 Kasper Kronmann Nielsen IT-planner and eBusiness Manager Commercial Denmark
  2. 2. The History of Shell’s online service
  3. 3. The History of customers four different Shell Denmark offered Shell’s online ways to get heating oil in 1999service Order1. Self ordering processing, delivery and(~18,000 customers) payment Customer places orders himself each time he thinks he needs heating oil (via phone (CSC)) Order processing,2a. Automatic delivery anddelivery “degree date” payment System estimates the next time to deliver(~17,000 customers) heating oil to the customer based on the customer’s living conditions and the outside temperatures Order2b. Automatic processing, delivery anddelivery “fixed date” Deliveries are planned on fixed dates independent of payment(~4,000 customers) tank levels Order2c. Automatic processing, delivery anddelivery “real time” System monitors real tank levels and determine payment(Shell Line, 3,000 customers) next time to deliver. Real time tank information is send through by GSM to Shell. Shell acts when power failure is detected Source: interviews The Software That Manages eBusiness ™
  4. 4. The History of Shell’s onlineservice April 2000: December 2000: September 2001: SSI & Adcore Reseller B-2-B chosen solution FI solution NO Nov 2000 Mar Apr July Nov Dec 2001 March 2000: Decision July November December June Aug. November 1999: “Go!” 2000: 2000: 2000: 2001: 2001: SoftDesign Launch Launch Launch Launch Launch Idea engage pilot DK FI NO SE EL NO Total cost: 200.000 US$includes: FTE, Infrastructure, Hosting 1 year, Consultants, license no cost, roll out 4 countries The Software That Manages eBusiness ™
  5. 5. The History of Shell’s onlineservice How did we manage and why can we talk about a success The Software That Manages eBusiness ™
  6. 6. Shell Ready  NORDCAP ERP system – Business process optimisation and customer focus in mid 90. – A single customer database (B-to-C, B-to-B, B-to-R) – AS/400 platform - build for exchanging data – A common Scandinavian platform (80-95%) – IT people who understand business processes – We want to ride the hype  Disadvantage - MP, run and maintain environment The Software That Manages eBusiness ™
  7. 7. Shell Ready  Development tool – COOL:Plex/Websydian • Cheap (no license fee), real time, CA support, IBM support (webSphere), development resources available. • Split of design and functionality • Proven by HyTex who have same type backoffice The Software That Manages eBusiness ™
  8. 8. Decisions Made  Customer focus – Personalisation and profiling – Services functionality should be based on customer – Solution has to take the highest nominator into account (Country and customer segment) – Work with the customer “It is a journey together”  Trust (privacy politics), security (128bit),  Single coherent front end  The easiest company to do business with on the Internet The Software That Manages eBusiness ™
  9. 9. Decisions Made  CSC workload focus (automation of process) – No additional work to handle customers – Look at cost to serve – Focus on process that could be moved from CSC to self service.  Small scale pilot quick to scale – Independent service concept – If not used turn it off  Real time online - no e-mail or batch solution The Software That Manages eBusiness ™
  10. 10. Decisions Made  Reuse Reuse Reuse – existing business process – hardware  We start with B-to-C, but prepare for B-to-B  Build on a home-banking concept  Align with EnergyHouse concept The Software That Manages eBusiness ™
  11. 11. What is inShell’s online service?
  12. 12. What is Shell’s Online Service? Data about Nordcap Shell’s customers eCommerce interface: ERP/CRM: Shells Sales force Websydian Nordcap with or without WAP (MIIS with NT) (AS/400s) Customers: Shell B-to-C, B-to-B SME Payment Reseller customer Anybody module Global LPG Scan Any portal, European Shell line i.e. Shell@home Retail station Shell Customer Data Transport portal eHomeReseller’s Branded Data about Products:Customer Reseller my customers Card, Fuels, Lubs LPG Electricity Shell reseller AllData about me data about me Shell Wood pellets Service etc. Content on www.shell.dk catalogue Product Data about Data etc. Shell’s customers Shell customer Shell customer Shell staff users with WAP with internet access The Software That Manages eBusiness ™
  13. 13. What is Shell’s Online Service? eMetric - KPIs Nordcap ERP/CRM: -Customer behaviour eCommerce interface: Websydian Nordcap (MIIS with NT) (AS/400s) Direct marketing module - messages - cross selling Customers: - up selling B-to-C, - one to one B-to-B SME Reseller customer Global LPG Scan European Shell line eCRM logging customer behaviour Data - messages received - services used - order process Products: - etc. Card, Fuels, Lubs LPG Electricity SMS and e-mail Wood pelletsShell customer Shell Service - password - order confirmationwith internet access etc. - card confirmation - invoice - notifications - etc. The Software That Manages eBusiness ™
  14. 14. Current Web Features for fuels Shell online supports heating oil and cardHeating Oil• Check invoices• Check payment history (Internet/WAP)• Change payment terms The Software That Manages eBusiness ™
  15. 15. Current Web Features for fuels Shell online supports heating oil and cardHeating Oil• Ordering heating oil: • Quantity • Preferred delivery date • More than one tank • Price calculation • Order confirmation online and via e-mail • Order overview • Order tracking & tracing The Software That Manages eBusiness ™
  16. 16. Current Web Features for fuels Shell online supports heating oil and cardHeating Oil• Shell Line and Degree day customers only: Information on tank levels, consumption and contact data• Card blocking (Internet/WAP)• Card transactions• Reseller/commission agent solution (CSC web-interface to ERP) The Software That Manages eBusiness ™
  17. 17. Truly integrated in real time•Internet orders for heating oil do not need anymanual processing by Shell personnel sincethere is a real time link between the e-commerce solution and the ERP-system•The only part that is not real time is the linkbetween the order processing in the ERP andthe route planning by the truck driver The Software That Manages eBusiness ™
  18. 18. Truly integrated in real timeInternet order to payment process (part 1) Enter Enter Check priceCustomer quantity preferred and needed delivery date confirm orderShell e-commerceinterface Generate Order Send order to proposed time Calculate priceShell AS-400 automaticall OTC* based on frame of delivery based on list pricesystem y entered in location of based on current and rebate AS-400 customer date Continue on next page * OTC = on truck computer Source: interviews The Software That Manages eBusiness ™
  19. 19. Truly integrated in real timeInternet order to payment process(part 2) CheckCustomer order Pay invoice status all ERP-functions e.g. Accounts Receivable,Shell e-commerce General Ledger, Man Info (MARKIS) and Stocks areinterface updated with the data from the order Send order toShell AS-400 OTC* based on Update accountsystem location of info customer View new Deliver Print invoice onTransportation orders on Schedule heating oil location and *OTC deliveries to send datacontractor to Shell when log-in locations Source: interviews * OTC = on truck computer The Software That Manages eBusiness ™
  20. 20. The RealInterrelation with ERPe-order World – anat Dansk Shell  Sunday Dec 3rd 23.40 - Customer orders via Shell on line services  Sunday Dec 3rd 23.41 - Orders ready to be transferred to OTC-truck  Sunday Dec 3rd 23.50 - Orders placed on OTC-truck (time dependent on when truck calls in for orders) The Software That Manages eBusiness ™
  21. 21. The RealInterrelation with ERPe-order World – anat Dansk Shell  Monday Dec 4th 9.18 - Driver delivers order and hand over invoice to customer  Monday - Tuesday night Dec 4th-5th all ERP- functions e.g. Accounts Receivable, General Ledger, Man Info (MARKIS) and Stocks are updated with the data from the order No one except the customer and the truck driver have “touched” the order The Software That Manages eBusiness ™

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