Discover how the SAP Hybris Cloud for Customer solution helped improve Motul's worldwide sales force through automation, with effective ERP integration, increased mobility, and offline usage capabilities. This cloud CRM portfolio brings sales, customer service, and social CRM together to help form powerful connections that can help drive customer engagement across multiple channels. Examine how Motul uses rich predictive insight, flawless execution, and contextual customer experience. For more information, visit us at: ttps://www.hybris.com/

1. EMPOWER SALES
WITH SAP HYBRIS
CLOUD FOR
CUSTOMER
1
Adnan Karabegovic, CIO
October 17th 2017

2. AGENDA
ABOUT MOTUL
PROJECT TARGET
SYSTEM DEMO
NEXT STEPS
Q & A
01
02
03
04
05
2

3. 3

4. 4

5. INTERNATIONAL PRESENCE
5

6. 6

7. 7
PROJECT TARGET

8. PROJECT OBJECTIVES
8
§ CRM project Target started in February 2015
§ Main Objectives were:
§ Single source of truth, better collaboration and internal communication
§ Holistic view of customer, full transparency
§ Increase of productivity, new consistent processes
§ Better capability to negotiate with customer à impact on margin / margin control
§ Better account management: Prospect 2 Customers conversion, lost customers
mgmt.
§ Corporate template starting with 5 European countries (FR, DE, IT, ES, RU)
§ Implementation of specific modules as Simulation and Contract Management
§ Offline capability was mandatory!

9. STATUS CLOUD FOR CUSTOMER DEPLOYMENT
9
DEC
2016
JAN
2017
FEB
2017
MAR
2017
APR
2017
UAT
MSA
Go Live
MDEU
Go Live
IPONE
Go Live
MRUS
Go Live
MIBE
Go Live MDEU
EXPORT
Go Live
MITA
MAY
2017
JUN
2017
Go Live MSA
EXPORT
Go Live
MOTUL
Tech
Live PlannedOn-going
Go Live
MUSA
JUL
2017
AUG
2017
Go Live
MSA
SEP
2017
OCT
2017
Go Live
Pilot MSA

10. SYSTEM LANDSCAPE
10

11. CLOUD FOR CUSTOMER DEPLOYMENT - CHALLENGES
§ Limits in the standard integration with SAP ECC
§ Strong limits in the customization of the Cloud for Customer application (mostly at layout
level)
§ Very strong limits on Offline functionalities
§ Change management:
§ Process unification of different businesses
§ Each BU had a different starting point
11

12. CLOUD FOR CUSTOMER DEPLOYMENT - HIGHLIGHTS
§ Integration with multiple SAP ECC
§ Multi-language deployment: we are currently covering EN, FR, DE, IT, RU and ES
languages
§ Multi-scenario deployment: Sales, Service and Marketing :
§ Sales: quote & order management with external pricing from SAP ECC and approval
management, invoices replication, sales agreements replication, «simulation» tool,
visit management with Office 365 integration, route management with Google Maps
integration
§ Service: ticket management, complaint monitoring tool, CTI integration
§ Marketing: custom promotion integration with SAP ECC, lead & campaign
management, integration with external Trade Marketing platform
§ About 240 users live in the Productive tenant (deployment is still ongoing)
§ About 15K orders created on Cloud for Customer since the go-live
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13. C4C ACCEPTANCE
§ The acceptance was different depending on the team and the business unit:
§ Service team (that already used SAP ECC): very good acceptance of new ticket-
related functionalities
§ Sales teams:
§ Team that already used SAP ECC: overall good feedback regarding the
interface (with exception of limitation on table visibility).
§ Team that didn’t have any direct SAP access nor any CRM application: good
feedback and very strong use
§ Team that had external offline custom application: poor acceptance mostly due
to C4C performances.
§ Marketing team: good acceptance
13

14. SYSTEM DEMO 14

15. CLOUD FOR CUSTOMER DEMO
15
SAP
Hybris
Cloud for
Customer

16. NEXT STEPS 21

17. CLOUD FOR CUSTOMER NEXT STEPS
§ Integration with External Marketing Platform for Invitations and Newsletters
§ OTC project: deep improvements of ATP check, order management & approval
§ Invoices: generation of PDF duplicate directly from Cloud for Customer
§ Simulations: bi-directional deep integration
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18. CLOUD FOR CUSTOMER STILL PAINFUL POINTS
§ Performances - both on the Cloud for Customer application and related to the SAP ECC
integration (request external pricing)
§ Full offline functionalities (including full pricing management)
§ Ergonomic of the application: strong limits in the visibility of tables and in the
customization of the layout (pre-defined queries, …)
§ Weak ATP check integration with SAP ECC
§ Management of BOM materials
§ Still correction needed on access restriction to have them consistently applied
everywhere in the system
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19. 24
THANK YOU FOR
YOUR
ATTENTION!
THANK YOU FOR YOUR ATTENT