Paragon’s Digital Transformation

Jonathan StuartChief Technology OfficerParagon

Oracle Sales Cloud

A Multinational Rollout Project

Oracle Modern Business

London 1-2Feb17

(Real-life tales fromthe battlefield …)

ABOUT PARAGON

• Paragon is an international company offering business solutions to customers in 45 countries worldwide.

• Our solutions in Document, Marketing, Identification and Traceability help our clients to manage and profit from change.

• We help our customers transform their businesses, to connect with their customers both physically and digitally

4BN

SALES

€400MEBITDA

€24M

PARAGON GROUP LIMITED

Report & Financial Statements

30 June 2016

UK NATIONWIDE (~55 LOCATIONS)

Sunderland Exterior

High street branch, Hammersmith

Inbound scanning centre

EUROPEAN NETWORK – GLOBAL REACH

• Significant presence in 12

European countries

• Offices in USA and Australia

• Sales to 40+ countries

worldwide

• Approx. 150 direct sales staff

• Potential CRM community 300+

France35%

UK27%

DACH13%

Scandinavia9%

Eastern Europe7%

BENELUX6%

Iberia2%

USA & Australia1%

Loyalty & Retail

(online/offline)18%

LOGISTICS & MAIL15%

TRANSPORT (PUBLIC & PRIVATE)

13%

Automotive, Engineering, Construction

10%

Hotel & Leisure12%

Financial Services

10%

Public Sector, Health and Education

9%

Energy, Utilities, telecoms

7%

Others6%

2016 Revenues by sector 2016 Revenues by region

KEY FIGURES 2015/2016

IDENTIFICATION & TRACEABILITY DOCUMENT & MARKETING

Smart Cards & Tickets (RFID)

RFID tags or bar code labels for tracking

System integrators for Data Management

Encoding & Encryption

Magnetic strip tickets

Personalised ID/Access Control Cards

Online Solutions

E-platform (procurement & dispatching)

Inbound & Outbound information flow

DOCUMENT

Traditional, Security

& technical documents

Physical & e-documents

Process outsourcing,

scanning & archiving

MARKETING

Multi point

marketing

Multi channel marketing

Client onboarding,

response management

BUSINESS DIVISIONS

HEALTHCARE

TRACEABILITY

PROTECTION &

MARKETING

SUPPLY CHAIN

TRACEABILITY

OPERATIONAL

MAINTENANCEMASS TRANSIT

PERSONALISED SMART

CARDS

SKI PASSES

PERSONAL

IDENTIFICATION

IDENTIFICATION & TRACEABILITY: WHAT WE DO

IDENTIFICATION TRACEABILITY

MARKETING SOLUTIONS

Direct Marketing: Mail, Email, SMS

Campaign creation, versioning & distribution

Multipoint Marketing

Campaign delivery for franchised

& networked organisations

Client Onboarding, Response Management

Giving clients knowledge, skills & response information

for effective campaign use & success

Creative & bid services / Fulfillment & Logistics

Marketing campaign delivery for franchised and

Display, Exhibition & Point-Of-Sale (POS)

Complete turnkey large format service across

promotional & professional exhibition demands

DOCUMENT SOLUTIONS

Consultancy Services for Docs

Process & Re-engineering Implementation

Physical Printing of Docs

Print rooms in Paragon’s or at the client’s office

Dematerialisation of Docs

Analysis & recommendations on key actions

Process outsourcing: Billing & Transactional Docs

Collection, scanning, analysis

Scanning & Archiving of Docs

Collection, scanning, analysis & archiving of docs

Security & Technical Docs

Management / production of secure document

DOCUMENT & MARKETING: WHAT WE DO

INBOUND & OUTBOUND

COMMUNICATONSFull 360º communications cycle.

Outbound multichannel, with inbound digitisation,

workflow and Response Management

ONLINE SOLUTIONSImplementation and management of online

portals to manage orders and deliveries

CONSULTINGProject Management, Marketing

Analysis, Advertisement Campaign,

Event Management

DATA MANAGEMENTIndexation, data mining

MULTI-CHANNEL MARKETING

Data

50% UPTAKEDS5 LAUNCH

Campaign Channels Target Measure

- Cleansed

- Cloud stored

- Secure

- Templated

- CRM Driven

- Multi-format

- Direct Mail

- Email/SMS

- Social Media

- Press/Radio

- Peronalised

- Variable date

- Multi-channel

- Response

Managed

- ROI

Analysed

MARKETS & CLIENTS

AEC: ARCHITECT,

ENGINEERING &

CONSTRUCTION

PETROCHEMICAL

& ENERGY

EDUCATION

(PUBLIC/PRIVATE)

FOUNDATIONS

& CHARITIES

LOYALTY &

RETAIL

(OFFLINE/ONLIN

E)

TELECOMMS

& MNO’SPUBLIC SECTOR

& HEALTH

INSURANCE

& FINANCE

HOTELS

& LEISURE

TRANSPORT

(PUBLIC/PRIVATE)

LOGISTICS

& MAIL AUTOMOTIVE

& ENGINEERING

BUSINESS CHALLENGES (CRM)

1. Rapid growth by acquisition – legacy processes & systems

2. Multiple independent sales teams

3. Strong customer retention, but weak customer acquisition

4. No global insight into opportunity pipeline

5. No comparatives on rep activity, time management & effectiveness

6. Differing product & service category definitions

7. Difficult to establish uniform processes and best practice across multiple teams and territories

PLATFORM PROLIFERATION (ERP & CRM)

CRM REQUIREMENTS

• Single system to be used by everyone, everywhere

• Not dependent on any specific ERP

• Cloud deployment, SaaS delivery

• Omni-platform (PC, Mac, Tablet, Android, iPhone …)

• Simple integration with mail/calendar client s/w

• Can be rolled-out by country (no big-bang)

• Minimum demand for software development

• Flexible configuration, continually changing, NO DEV

• Powerful, easy to use reporting and monitoring

• Intuitive UX, minimise demand for intensive training

• Future extensions into Marketing Automation, CPQ

• Cost-effective licensing structure

SCOPE OF PHASE 1

• Opportunity pipeline management– New from new

– New from existing

– Monitor velocity through the pipeline

• Activity management– Diary & time management

– Tasks, Meetings, Calls, etc.

• PoC of Marketing Cloud and CPQ

• Automate legacy manual reports & spreadsheets

• Visibility of progress to senior management & colleagues

• Collaboration with colleagues across the Group

FUTURE PHASES

• Performance Targets & Budgets

• Analytics & Reporting (incl. widgets)

• Billing system links (YTD revenues)

• Customer Services, Telesales

• More countries

• Oracle CPQ (Configure/Price/Quote)

• Oracle Marketing Cloud – lead generation, digital marketing,

website traffic, etc.

CURRENT STATUS

CountrySales Users

Original Plan

Actual Launch

1 Germany 25 Nov-15 Dec-162 UK 55 Jan-16 Dec-163 Sweden 10 tbc Jan-174 Benelux 10 Mar-16 Mar-175 Spain 5 Mar-16 Sep-176 France 50 Jun-16 May-17

DIRECT SALES 155

7Other countries + client services

140 tbctbc

8 Marketing 10 tbc tbcTOTAL 305

} Live today

MET OUR OBJECTIVES?

• Single system to be used by everyone, everywhere

• Not dependent on any specific ERP

• Cloud deployment, SaaS delivery

• Omni-platform (PC, Mac, Tablet, Android, iPhone …)

• Can be rolled-out by team or country (no big-bang)

• Minimum demand for software development

• Flexible configuration, continually changing, NO DEV!

• Powerful, easy to use reporting and monitoring

• Intuitive UX, minimise demand for intensive training

• Future extensions into Marketing Automation, CPQ

• Cost-effective licensing structure

LESSONS LEARNED

• CRM is hard!– People motivation & sales psyche get in the way

– Territory structures, hierarchies, product/service categories, roles, need total clarity …

• Persistence pays off– We have to cross the desert to get to the Promised Land

• Senior management commitment is essential– Everyone has an opinion, but in the end there’s a decision and a policy

• Specialist consulting help is worth the expense

• Key role of the internal Power User(s) and SysConfig

• It all takes longer than you might expect– And it’s not the fault of the software!

• OSC is not just a project, it’s more a way of life!– Continuous improvement and evolution, for ever …