Kirsti Hjortaas

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1 Kirsti Hjortaas

2 Borregaard Borregaard Biorefinery - specialty cellulose - lignin products - fine chemicals - vanillin - ethanol from wood - basic chemicals - energy 1200 employees 9 plants Sales offices in 20 countries Turnover NOK 4 bill (2010)

3 SAP CRM at Borregaard WHAT WE HAD BEFORE RECOMMENDATION SAP CRM MSA 4.0 Offline system Implemented in 2005 Project partners R5 and SAP Norge Project investment in 2005 NOK No upgrade since 2005 Unsupported version becoming obsolete System not compatible with VISTA and future operation system Internet Explorer version 6 Upgrade to SAP CRM 7.0 Online system Intuitive and flexible web based user interface Scope limited to essential elements New installation instead of upgrade Project cost NOK 850 Yearly operating cost (OSS) 19 % cost reduction No change in yearly SAP licence fee Ownership within Commercial

4 Project Frame Timeline October 2010 June 2011 Project cost NOK 850 Project organisation Project owner in BLT Commercial 2 Project managers Steering commitee Supplier OSS (Orkla Shared Services) and Steadfast

5 CRM Scope 2004 vs. 210 CREATE READ MAINTAIN Quotations Customer Visit Report (with full Word functionality) Key (Potential) Account Plans Activities (your own and for others) Competitors/Prospective Customers Marketing Attributes/Marketing Campaign Sales Team? Lotus Mail Business Partner (customer) Master Data BW Standard Report Prices? Contracts Sales Orders Snap Shot Info (Key Sales data) Material Info (PDS/Product cost/classification data)? Marketing Calendar Calendar (your own and others) Fact Sheet Application Area Customer Contact Details Customer Group (Degussa, Grace, etc.) Customer Classification (Key Account, Maintenance Account) Sales Team Business Intelligence (Customer & Competitor) Calendar New functionality Removed functionality Stays the same

6 Scope SAP CRM 7.0 SCOPE what do we get? User friendly online solution 5 years history Easier to navigate and find own customers No synchronization Notes integration Incoming/outgoing mail Calendar integration Improved templates Customer Visit Report Phone Note Quotation Templates available offline Ca customer visit reports Ca prospects Ca contact persons

7 Project Goals The main objective for this project is to implement an online CRM system with improved functionality for the commercial users in BLT and BCC. The system should: be easy to navigate and more user-friendly than CRM MSA 4.0 easier to navigate and find own customers, contacts and activities include 5 years history prospective customers, contacts and customer visit reports have Lotus Notes integration full two ways calendar synchronization possible to store incoming Lotus Notes mail and send Lotus Notes mail include improved Customer Visit Report functionality have master data maintenance features like in current solution The solution should be as near SAP standard functionality as possible and require minimal investment Reduced yearly operating cost

8 CRM 7.0 End User Training Week Month Location Users 19 May BLT Americas, Naples Ca May BLT Europe, Moss Ca June BLT Asia, Singapore Ca June BLT Europe, Barcelona Ca users - commercial (incl. TAMs) BLT and BCC All users have new DELL laptops with standardized image and IE settings Enduser training carried out by internal Borregaard resources User manual

9 Use of CRM 7.0 and Response Positiv first feedback from users: GOOD SYSTEM EASIER INTIUTIV Registered activities after 6 months use: 61 Phone Notes 483 Customer Visits Reports status open/completed 33 Quotations 159 Prospective Accounts

10 Remaining Challenges Lotus Notes calendar integration Current Plug in is not supported by SAP Plug in error Escalated to SAP Norway One software bug

11 Key Learnings Challenging to work with two partners (OSS/Steadfast) Unfortunate to change project manager during the project Important that project manager has SAP CRM competence Less is more Use standard functionality Ownership in line organisation is important Do not underestimate the need for end user training!

12 Time & cost SAP Best Practices Packages Prekonfigurasjon for prosesser, land og bransjer Business Intelligence Best Practices SRM ERP CRM Technology Platform Traditional Project Templates for rapid implementation with methodology, documentation, and preconfigured scenarios Project- Specific Configuration Standard System With SAP Best Practices Project- Specific Configuration SAP Best Practices Standard System Pre-configured business process libraries for 24 industries and 50+ countries The global baseline which is the foundation for rapid development by SAP and its partners Provide midsize customers capabilities of large enterprises at lower risk and cost Embody the collective experience of SAP and its partners over 40,000 deployments and three decades Empower SAP and its partners to capture and deliver knowledge cost effectively

13 Steadfast.as kombinerer forretningsrådgivning med prekonfigurerte med løsninger & kundespesfikke tilpasninger Arbeidsmetode for FIT / GAP CRM KRAV SAP CRM Kravspesifikasjon Innstallasjon SAP BP SAP Best Practices FIT / GAP analyse Opplæring Testing FIT/GAP Workshop - Hver enkelt prosess og funksjon gjennomgås og avvik dokumenteres. - Kravspesifikasjon på avvik lages for etablering av estimater. => SAP BP & FIT/GAP analyse utgjør teknisk blueprint.

14 Pre-konfigurert løsning: brukervennlig, basert på beste praksis & skalerbar Forhåndskonfigurert system Internasjonal baseline løsning FIT / GAP analyse lokalt RASK IMPLEMENTERING BEGRENSET BEHOV FOR KONFIGURASJON RASK BRUKERTILVENNING LAVE KOSTNADER SAP 2007 / Side 14

15 Pre-konfigurert løsning: brukervennlig, basert på beste praksis & skalerbar Forhåndskonfigurert system Internasjonal baseline løsning FIT / GAP analyse lokalt RASK IMPLEMENTERING BEGRENSET BEHOV FOR KONFIGURASJON RASK BRUKERTILVENNING LAVE KOSTNADER SAP 2007 / Side 15

16 Fordeler med SAP Best Practices Tidsbesparelser Reduksjon av kostnader og risiko Innebygd forretningsekspertise Kortere forprosjekter start direkte med en fullt dokumentert prototype Kommunikasjon mellom prosjektteammedlemmer og ledere blir effektivisert Fleksibilitet som følge av muligheten for persontilpasset installasjon

17 RASK IMPLEMENTING med Solution Builder Forenklet metode for å aktivere SAP Best Practices DEF. AV LØSNINGSOMFANG TILPASNING AKTIVERING Valg av grafisk scenario Standardmaler for omfang leveres av SAP Best Practices Enkle utvidelser med flere maler Persontilpasning av organisasjonsdata og stamdata Automatisert installasjon av valgte scenarier med persontilpassede data Forbedret ytelse og anvendelighet

18 Uavhengige studier har bevist verdien av SAP Best Practices Implementeringsakselerator: Introduksjonsfasen reduseres med 75% Reduserer behov for konsulent bistand og prosjekt ressurser med 50% i snitt. ERP SCM, SRM CRM/BI PLM IT Tidsreduksjon (ressurs timer) Tilfredsstillelse av krav: Prekonfigurasjonen leverer i snitt 72% av kundens krav. 1 Konklusjon: Uten SAP Best Practices ville prosjektet vært mer komplekst. I sin helhet gikk prosjektene raskere. 2 SCM, SRM ERP PLM IT CRM/BI Kostnadsreduksjon ( i 1000 Euro) n = 51 Median 3345 Arithmetic Mean Results of a SAP survey among customers who incorporated SAP Best Practices in their implementation projects. 2 A 2004 study of SAP Best Practices by Ludwigshafen University of Applied Sciences