Boost Margins by Automating Vendor Incentive Management
CRM SaaS Case Studies for TiVù Sat and Telecom Italia
1. Netcamp February 18, 2010
CRM:
SaaS and on the Cloud experiences
Andrea Davin
Manager
Cluster Reply
Massimo Iacca
Manager
Cluster Reply
Andrea Albonico
Consultant
4Cust Reply
2. Agenda
• Quick intro to SaaS
• Our Case Study
• TiVù Sat
• CRM SaaS for TiVù Sat
• Ms CRM SaaS Provisioning for Telecom
• Ms CRM SaaS for Iveco Dealer Sales
• Ms CRM Iveco Amazon
• Demo
• Value added services from Reply
• Questions
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3. Quick intro to SaaS
Today market context is asking companies to evolve and ―grow‖ on
the CRM approach, with a specific attention to investments
and to the time to market challenge.
CRM applications are particularly suitable for SaaS delivery,
or cloud’s architectures.
This trend is spreading not only across small companies, but also
in bigger ones, especially in the Italian scenario.
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4. SaaS Overview
Why? - Benefits
Focus Budgets on Multi-Tenant
Competitive Advantage Efficiency Save Money
rather than Infrastructure
Increased
Save Time Accessibility
Flexibility and
Scalability
Gain Immediate
Access to Latest Join a
Pay as you go,
Innovations community
predictable
costs of Interest
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6. TiVù Sat
Business Goals
TiVù Sat is the first free satellite platform in Italy.
TiVù Sat, a consortium composed by Mediaset – RAI – Telecom Italy
Media, offers TV multimedia contents for customers not covered by the
TV digital signal.
To use this service, the Customer needs:
• a decoder
• a smart card
• a satellite dish
Goal: to implement a Contact Center for smart cards and
account management.
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7. TiVù Sat
User Requirements
Administrative Service Post Sales
Management Activation Management
— Logistic Support of — Processes of Service Activation: — Processes to modify Account data
Smart Card to RTI — Check status and — Processes to modify service fruition address
— Processes of Creation of Smart Card — Processes of trouble ticketing
Smart Card Loading — Account registration — Processes to substitute Smart Card broken
— Process of Business
— Check Account in Blacklist — Processes to substitute Smart Card
Intelligence (Reporting) lost or steeled
— Disclaimer collection for
— Process to deactivate Smart
Privacy and Marketing
Card
— Smart Car Activation
— Process to lock Smart Card
— Process to unlock Smart Card
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9. CRM SaaS for TiVù Sat
Oracle Siebel On Demand
On Demand CRM Offers Flexibility
Easy to use
Address HQ and Satellite Needs
Fast to customize and deploy
Driven and managed by business Extend on-premise deployments
users
Predictable costs Deliver departmentally and
company wide
Minimal or no IT resources required
No investment in hardware or software
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10. CRM SaaS for TiVù Sat
TiVù Sat Contact Center
Oracle On Demand
Access to
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11. CRM SaaS for TiVù Sat
TiVù Sat Contact Center
Service Request Management
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12. CRM SaaS for TiVù Sat
TiVù Sat Contact Center
Client/Server On Demand
Software
Source: Gartner, Customer Surveys
6 month
27 month Breakeven
Breakeven
ROI
ROI
Risk Value to
Risk Customer
Time Time Time
Go Live Go Live
~ 12 Months ~ 10 Weeks
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13. CRM SaaS for TiVù Sat
TiVù Sat Contact Center
TiVù Sat Contact Center
4 month
ROI
Value to
Risk Customer
Time Time
Go Live
8 Weeks
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14. CRM SaaS for TiVù Sat
TiVù Sat Contact Center
SMS Web
G Portal
A
T
E CRM On Demand Web Client
Web
W Services
A HTTPS
y Web Server
User Interface Layer BI Presentation Services
Modeling and Calculation
Business Logic Layer
Services - BI
Data Access
Data Layer Services
Services - BI
OLTP ETL Reporting
RTI Hosts …
CRM On Demand Servers
… Data Flow
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16. Microsoft Dynamics CRM - Pillar
Microsoft Dynamics
Customer growth
• Scalable than the thousands of • Full suite of CRM: marketing, sales,
concurrent users customer service
• Than 11,000 customers from SMEs • Office interface that facilitates
to enterprise companies learning and its use
• Over 500,000 users in more than 80 • Multi-languages in over 25
countries languages
• Global network of partners • SOA / Web Services
• Offered in either "on premise" or
SaaS mode
On-
• Multi-tenant architecture premise
Partner
CRM
Hosted Solo USA
Live
e Nord America
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17. Architettura Provisioning
Customer Portal
$
Self Provisioning Order Managament
MSCRM 4.0 Provisioning System
Legenda
Provisioning Interface Layer Exisiting
Application
New
Application
Utility Computing
Hosted
Environment
HOSTED CRM 4.0
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18. Architettura Dettagliata Provisioning
Order Entry
Provisioning System (CRM)
Active
Directory
Provisioning Web Services Customer Portal
Service Interface Self Provisioning
Interface
Provisionig Packages CRM
Infrastructure Service
Adapter Adapter
Legenda
Utility Computing Interface
Web Services Layer
Interface
ACTIVE DIRECTORY HOSTED CRM 4.0 New
Application
HOSTED CRM
Hosted
DataBase
Environment
CRM 4.0
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20. IVECO CRM Dealer– Scope
Iveco want to give a operative CRM
instead an analitic CRM to your dealer
Operative CRM must be simply to use and
must have alla base functionality to
support all sales daily dealer activities.
The new CRM must support also small
dealer and also big dealer with different
sales schema.
The new CRM must give the Dealer the
capability to perform sales and marketing
(campaign) activity to their customer.
But the CRM must give to iveco the
central control of sales process performed
by your dealer
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21. IVECO CRM Dealer– Project Geografic Coverage
Country Dealers Users
Italia 56 560
Germania 25 250 18
UK 26 260
Polonia 13 65
Romania 6 30
Benelux 20 100 26
Alps Region 8 40
20 25 13
Portogallo 8 40
INE 18 90
40 8
Spagna 44 440 56 6
Francia 40 400 8 44
Total 264 2.275
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23. IVECO Dealer Sales – Logical Architecture
xls
DMS
CARE DMS
DMS
DMS
DMS Dealer n
CRM Mercato n
CRM 4.0
Legacy
Iveco
Dynamics
One -shot
Virtual
DMS
Earth DMS
Staging Area Maps DMS
Bing DMS
CRM Dealer n
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24. IVECO CRM Dealer– Functional Scope
Core MS Dynamics CRM platform (online and offline)
Basic functionality implemented on standard MS CRM
Only functional solution for Italy Market Dealers
Management agenda and commitments
Customer Management (registry, addresses, classification, statistics)
Management vehicles (registered, fleet, stock physical and virtual)
Management products / services associated with vehicles
Management negotiations and deals
Import existing CRM data
Integration with DMS
Integration with CARE Italy
Add on features specific to other markets Dealer
Development of a Staging Area for markets not CARE
Integration with markets not CARE SA
Normalization addresses with Virtual Earth (BING)
Automatic and manual customer master data deduplication
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25. IVECO CRM Dealer– Saas&IaaS
Key Dealers Dealer 2:N
IVECO
Turn Key Project Training
Licenses Massiv Rollout Support Infrastructure
Microsoft Reply
Hosting
IAAS
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34. Value added services from Reply
• Consultancy services on design and implementation for cloud solution
• Business Case consultancy for cost evaluation and ROI
• 1st and 2nd level support services to manage “on the cloud”
infrastructure, with SPOC and ticket handling, plus diagnostic and
trouble fixing
• Server operation and management
– Server Monitoring
– Security Monitoring
– Backup
– Patch Management
– Antivirus
– Switch on and switch off AMIs via automatic APIs procedures
• “Space Management” service
• “Mantainance&Updating” service for operational procedures.
SPOC = Single Point Of Contact
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35. Service model
Consultancy
• On the Cloud solution Design and deployment
• Evaluation costs business case
Service: Infrastructure support
• Infrastructure support for the new cloud architecture with
SPOC service
Service: Infrastructure management
• Server management
coverage
• Server Monitoring
8:00-22:00 mon-sat
• Security Monitoring
• Backup
• Patch Management and Antivirus
• “Space Management” service
• “Mantainance&Updating” service for std. Procedures
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