2019 NA Seal Distributor MeetingMarketing & Tools Breakout Session
Jody Drap & Tom BennettOctober 2019
Digital Customer Experience (CX) Roadmap
Virtual Plant
Ecommerce
1
4
5
Configuration & Quoting (DistributorConnect)
3
Partner Communities2
Marketing & Tools BreakoutAgenda
Questions & Feedback6
Dnet + EISOur first distributor portal & webstore
FAEPFluid Application & Engineering Tools
Partner Community +Virtual Plant + LMSSalesforce.com Community will bundle the distributor experience and better connect you to your Flowserve team
Enterprise CXA fully Integrated Solution across the Flowserve Pure Play including Community + Enterprise CPQ + eCommerce
Coming in 2020Distributor ConnectSeal Configuration& Quoting
eCommerceEvolution of our commerce platform to Store.flowserve.com
Seal Failure AppMobile App to help diagnose Seal Failures
https://www.flowserve.com/en/go-digital-new-flowserve-app
Support Cases
Partner and Customer
Deal Registration
Lead Gen and Opportunities
Marketing (MDF)
Fund Requests and Claims
Community Collaboration/Learning
Knowledge Base, Collateral, Ideas/Questions
Channel Plans Objectives & Metrics
Training and
Certification
Accreditation &
Rebates
Business Process Management
Automated Approvals + Notifications
Special Pricing/Delivery
Distributor ForecastChat
COMMERCE
Order Status, Docs & History
Inventory Availability
Product Selection
Configure to Order
ERP Integration
Quoting
Engineer to Order
Build to Order
External Inventory
Resource Centers
Real-time, collaborative platform
COMMUNITY
CPQOpportunity
Management
Account
PlanningForecasting
Contacts
Projects
LeadsChatter Configure, Price & Quote
Quote to Order
Seamless Quoting & Ordering
CRM
Webstore
Dashboard
Partner Portal
Marketing & Tools BreakoutCustomer Experience Roadmap
Marketing & Tools BreakoutThe Partner Community
• Account Request/ Approval via Flowforceand contact creation
• Content sharing (Resource Centers) profile will determine content access
• Promotional Banners and Scrolling Communications
• Chatter• Lead Assignment through Salesedge• Manage Opportunities• Case Management – Ticketing/ Requests• Virtual Plant
• Single Sign on with CPQ + Ecommerce• Commercial Intensity Account plans• Chat• RFQ Routing• Marketing Tools Request Co-marketing
approvals• Sales and Marketing Planning• Training ( Access to LMS )• Access Order History• Search Installed Base• Search Drawings
• Knowledge Base• Inventory Management• My Performance (Dashboards, KPIs
and Reporting)• Invoice tracking• Rebate Management• Forecasting• Service
Marketing & Tools BreakoutVirtual Plant
▪ Virtual Plant:
https://virtualplant.flowserve.com
Changing Populations –Aging Workforce
Our core Customer is changing… and fast. Flowserve must adapt to new norms to take advantage of growth opportunities
Customer Persona Demographics Challenges How we can help
End User Very Technical, Worried for Job,
More with Less, Xfer’s risk to
Vendors, Forces cost reductions
on Vendors
2015:
GenX / Baby Boomer
2020:
Millennial / GenX
Graying out and loosing expertise
Depends on Suppliers for guidance,
but mostly exhibit NIH attitude
Tremendous pressure to reduce cost
Greater pressure to increase output
• Application Responsibility
• End Users Representative
• EFA’s to Reduce
Transactional Costs
• Expertise embedded in
digital
Engineer
Procure
Construct
(EPC)
Partially Technical, Very worried
for Job, MUCH more with less,
Forces Risk, Performance & Cost
pressure to suppliers
2015:
Millennial / GenX
2020:
Millennial / Fewer
GenX
Stuck in the vice between User &
Vendor
Expect Vendor to pick up cost + margin
losses
Loosing expertise at alarming rate
Technology demands increasing
• Application Responsibility
• LCC supply facilitator
• Selects ‘right tool for right
job’
• Resident Engineering
• Technology Facilitator
Channel
Partner
Nominally Technical, Very worried
for Job , MUCH more with Much
less but paid for performance,
Xfer’s Risk + margin expectations +
Cost pressure to suppliers
2015:
Millennial / Some
GenX
2020:
Mostly Millennial
Totally ‘Grayed out’ at the coal face.
Lacks application expertise, relies on
Supplier, Technical Sale important but
not vested, Relationship selling not
important, Depends on Supplier for
considerable support.
• Partner rather than
Customer
• Excellent support
• Lead Gen, Project Pursuit,
Execution
Aging workforce & impending lack of expertise In the past 2 to 3 years B2B Procurement has undergone a dramatic shift towards Millennial’s, and the trend will continue
• Growing ~ 70%, to nearly double the FLS Sales Force
• Typically ~ half the age of the average FLS Sales person
• Typically ~ one third the experience of FLS Sales person
However,
• Typically MUCH more digitally savvy – Digital Generation
• Vastly prefers digital communication
• Much more likely to use technology to solve problems, rather than relationships
• 91% likely to researched on the internet, most likely on a phone
• Typically MUCH more educated (with associated debt)
• 64% more likely to be the ‘Final Decision Maker”, rather than “Heavy Influencer” (22%)
Presents a risk and opportunity to understand and accommodate
• Recommendations
• Position for growth in Non-OECD locations – build out installed base to feed AM.
• Lead the wave by building out ‘Go-to’ capacity, competency, capability. Embed this capability in Digital.
• Reposition products and solutions to drive position in Liquids, Cryo, Upstream & Transport
• Opportunities
• Digital becomes the enabler to mitigate knowledge drain.
• Become the ‘Go-to’ provider of IP, Support, Technology
• Our future is based in Non-OECD locations
Expertise at Risk Within 10 Years
• > 44% of the expertise is at risk
• > 2481 years of expertise will exit the company
In Engineering & Sales
• > 18% of the headcount will reach retirement age
• > 41% of the expertise is at risk
• > 4307 years of expertise will exit the company
In Engineering
• > 16% of the headcount will reach retirement age
Application Selling Guides
Next Steps for Future ASG’• VOC for next generation Virtual Plants completed• Long list of priorities staged and ready• All Industries Included:
• Oil & Gas• Chemical• General Industry• Water Resources
Released ASG’s
ASG’s Status Status Action Next Priorities In Process• LNG• EthyleneNext Generation:• Propylene• Methanol• Pulp & Paper
Based on Sales Feedback:• HDPE/LLDPE• Fertilizers• Mono Ethylene Glycol• Many More
Current & Functioning – Operational Plants
VirtualPlant is an environment that provides an understanding of the Customer reality. With process understanding, guided product selection (with support tools – Why Flowserve?, Customer Challenges and Competitor Positioning), and direct access to collateral, technical information, sales tools, and training. All in a single location.
Process knowledge & understanding
Guided product selection by process unit
VirtualPlant
VirtualPlant Program:• Visual view of Customers’ Process, with key
products and services • Multiple use cases: internal & 3rd party Sales,
flowserve.com and the Public• Delivers content just-in-time• Core to sales certification model• Single location for all critical sales tools
Public and Secure Versions• Release Plans for ‘virtualplant.flowserve.com
• Page on flowserve.com
• In Support & Resources
• Banner Advertisement for the new site
• First introduced to the North American Seal
Distributors
• External Secure Version
• Promo write up with focused high points:
• Learning opportunity
• Product application
• Customer Process Description
• Flowserve experience
• How can Flowserve help you
• Lure in potential new customers
• Train Flowserve Customers and Partners
Plant Processes
▪ Each plant has unique units
▪ Each unit can be accessed by
name or location
▪ Each unit has a unique description
of the function for the operation
▪ Drilling into the unit adds product
insight
Flowserve Applicable Products
▪ Products are segregated within each plant
unit
▪ All applicable products are shown
▪ Each product offers a mix of supporting
collateral:
▪ Marketing Literature
▪ Technical Literature
▪ Videos
▪ Images
▪ User Instructions
▪ Training
Customer Needs & Recognizing Competitive Threats
▪ What drives the customer
▪ Insights by customer persona
▪ Competition conversations are
included in each of plants by unit
▪ Conversations are for awareness
▪ Preparations for addressing the
situation before entering the plant
Social Media Schedule
▪ Public Version of VirtualPlant at https://virtualplant.flowserve.com
▪ Promoted on LinkedIn, Twitter and Facebook
▪ Schedule:
▪ Conventional Steam, August 1
▪ CTO/MTO, August 12
▪ Combined Cycle Power, August 26
▪ Desalination, September 16
▪ Palm Oil, September 30
▪ Concentrated Solar Power, October 14
▪ Pharmaceutical, October 28
VirtualPlant Contents
▪ VirtualPlant content summary
▪ 11 Plants
▪ 59 Units
▪ Total Products represented: 195
▪ 75 Pumps
▪ 60 Valves
▪ 44 Seals
▪ 8 Actuators
▪ 8 miscellaneous products
▪ Literature contents: ~ 975
Marketing & Tools BreakoutConfiguration & Quoting
DistributorConnect
▪ DistributorConnect:
https://flowserve.bigmachines.com
▪ Released to a pilot group ( Montana Seals, Allied
Sales and Seal Solutions) yesterday
▪ Full production release to approved distributors is
planned by early November timeframe
Marketing & Tools BreakoutConfiguration & Quoting
1 Click “New Quote” or open your “Quote List” to access or change existing quotes
2 Click “Add Items”
Marketing & Tools BreakoutConfiguration & Quoting
3 Use “Find a part” for standard part number items
Use the Config Selector for Configurable Seals4
Marketing & Tools BreakoutConfiguration & Quoting
5 Select Options and click “add to quote” for new items or “save” for changes to existing items
Marketing & Tools BreakoutConfiguration & Quoting
6 Select “Update Price” then “View Generate Quote”
New users can self register. Enter your company’s unique “ecommerce access key”
Questions : Contact your company administrator, your Flowserve Sales contact or
Visit the new Flowserve ecommerce website @ http://store.flowserve.com
Login if you have an account. Your username is your email address. Click the forget password button if you need to reset.
How do I get Access?
Marketing & Tools BreakouteCommerce
▪ Ecommerce: http://store.flowserve.com
Store HighlightsHomepage
✓ Assign a company administrator to manage your accounts by using the Admin module under “My Profile” in top right corner
✓ Use the “Account” drop down menu to access different contracts and pricing based on customer or product family. Toggle between buy resell , commission and alliance price contracts.
✓ Dashboard View of open carts, lists and order history
✓ Build / Request a Quote Feature enables Configure to Order for product (where applicable)
Store HighlightsOrder Status
✓ Check the status of your order history (search your “web orders” or “all orders” that you have placed). Track the shipment status click the tracking ID hyperlink
Store HighlightsParts Search
✓ Search by Key word, description or part number
✓ Use Facets to filter down options
✓ Type ahead feature offers up potential matches as you enter part number data
✓ Search by Part Number
✓ Click on BOM to get the details
✓ Add items to cart from BOM view
✓ Export Bill of Material to excel or pdf document
✓ Check Availability
Store HighlightsBOM Search
1
2
Store HighlightsQuick Configure to Order
3
4
Store HighlightsQuick Configure to Order
Store HighlightsShopping Cart/ Pricing
✓ Add items to your cart. Save as a list to purchase later
✓ Add tag numbers, item or order notes
✓ Check expedite flag to request improved delivery
Store HighlightsResource Centers
✓ Access secure Technical Support Information in Resource Center
Parts Finder 2D or 3D Product Visualization
PARTS FINDER DRAWING
Store HighlightsParts Finder (future release)
Thank You
▪ Ecommerce: http://store.flowserve.com
▪ DistributorConnect: https://flowserve.bigmachines.com
▪ Virtual Plant: https://virtualplant.flowserve.com
Questions & Comments