General 02 london tech tour konica minolta case study

1. © 2015 Scribe Software Corporation. All rights reserved. 1
Nicolas Führs
CRM Development Manager
Konica Minolta Business Solutions Europe GmbH
Nicolas.Fuehrs@konicaminolta.eu
Case Study

2. 2
Agenda
• Corporate background
• Challenge
• Solution
• Results
• Next steps
• Q&A

3. 4
Corporate Background

4. 5
Corporate Background
Billion ¥SALES BREAKDOWN BY REGION
(FY 2014)
1,002.7
Consolidated net sales (FY 2014)
Approx.
8,800
employees throughout
Europe contribute to help
our clients concentrate on
what they do best: their
business
Active in 50 countries throughout
Europe and
172
NORTHAMERICA
countries throughout the
world
EUROPE
JAPAN
ASIA&OTHER
23% 33% 19% 25%

5. 6
Challenge for the CRM Project
• Cost
Replace various legacy CRM systems in 26 European country
organizations
• Efficiency
Increase efficiency, automation of sales order process and a holistic
view on the customer base
• Sales
Increase customer retention and analytics capabilities for Marketing,
Sales and Services processes

6. 7
Challenge for the Integration
• Migration and integration
Migrate and integrate data spread across CRM systems from 26+ countries
into one central CRM database and integrate CRM with two ERP platforms
(SAP;NAV) and other third-party systems.
• More efficient communication
Eliminate need for sales to communicate with ERP staff by phone and email
to answer queries regarding customer orders, customer credit, and invoices.
• Real time information
Empower senior management with real-time access to key performance
indicators to assess business activity and sales pipelines.

7. 8
Solution
• Meets in-country requirements and adheres to corporate policies so data
can be compiled in a single unified system—Microsoft Dynamics CRM.
• Converts prospects into customers without creating duplicate entries.
• Facilitates management of product compatibility, bundling and pricing
through imports that externally allocate source files.
• Publishes aggregated CRM data to reseller channel portals and allows
resellers to query the database.
• Processes scheduled file imports/exports into CRM in different formats,
e.g. CSV, XML

8. 9
Solution - Project Overview
MS CRM 2015
Roll-Out Europe
Roll-Out APAC
Upgrade 2015
Performance
Bi-directional Interfaces
Harmonization
Data Governance
Marketing
EPC
2010 2011 2012 2013 2014 20162015
MS CRM 2011MS CRM 4.0
Pilots
Deployment Automation
Test Automation
Technical Functionality
Business Functionality
MS Dynamics

9. 10
Solution
• General Microsoft CRM figures
Facts Amount
Users in Europe 2.500
Supported countries in Europe 20
Users in APAC 250
Amount of data 1 Terra byte
Connected ERP systems 18

10. 11
Solution
• General Scribe Integration figures
(IP = Integration Process)
Integration Component Amount
Scribe Queue Publisher 93
Scribe Queue IP 77
Scribe Query IP 19
Scribe Time IP 6
Scheduled tasks 24
TOTAL 219

11. 12
Solution
0
10
20
30
40
50
60
June July August
Millions
Scribe Performance
Source rows
Operations
Average per month Average per day
Source rows ~23.100.000 ~770.000
Operations ~48.800.000 ~1.626.600

12. 13
Results
• Gives sales team immediate access to customer and product order
data—without communicating with personnel from other departments.
• Provides senior management in Europe and Asia as well as corporate
headquarters in Japan with business performance analysis in real time.
• Allows direct sales teams and reseller partners to generate quotes with
greater accuracy through automatic product catalog updates.
• Documents sales processes with real-time information by uploading
sales orders from ERP system into CRM system and linking customer,
sales order and quote records.

13. 14
Lessons Learned
• Design it right
◦ Redesigning running integrations is cost intensive
• Be transparent towards the business
◦ Let no room for discussions about the actual integration status
◦ Let the business see and solve business related integration errors

14. 15
Lessons Learned
• Technical performance tweaks
Do not search for special tricks - get trained!
• Best performance improvement is
Minimize the amount of data – Reduce the number of source rows 

15. 16
Next Steps
• Upgrade to the latest Scribe Version
• Distribute Scribe Knowledge
• Upgrade from Microsoft CRM 2011 to Microsoft CRM 2015
• Marketo integration pilot

16. Thank you!
Q&A Contact me at:
Nicolas Führs
CRM Development Manager
Konica Minolta Business
Solutions Europe GmbH
Nicolas.Fuehrs@konicaminolta.eu