successfully manage your business model transformation

Successfully manage business model transformationMatthias Barth, Solution Director Professional Services Industry

Markus Krabel, Solution DirectorIndustrial Machinery & Components

June 22, 2016

Disclaimer

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Agenda

Industry Trends

Solution Overview

Customer Examples

Benefits

Digital Revolution Drives Business Model Transformation

77% of CEOs in Professional Servicesthink that their business will be disrupted by Digital Technologies

22% of CEOs think that Business Model change is the #1 priority

To compete, you need to reimagine your business models.

Low: Customer-individual offering

High:Standardizedmass offering

Degree of Standardization

Degree of“Retention”

Low: Discrete

businesstransaction

High:Recurringbusiness

transactions

Project Business Product Business

Solution Business Platform Business For each business model transformation:• Re-Evaluate

Customer Engagement

• Re-EvaluateService Portfolio and Delivery Processes

• Re-Evaluate Workforce Mgmt.

Implementation Methodology

Infosys: a case for business model transformation

Sneak preview of Linz/ Müller-Stevens/ Zimmermann (2016): Leading Business Model Transformation

Solution Overview

YOUR COMPANY NEEDS TO TRANSFORM YOUR CLIENT INTERACTIONS.YOUR PROCESSES AND SYSTEMS NEED TO ENABLE GLOBALLY UNIFIED SOLUTION BUSINESS.YOUR COMPANY NEEDS TO SCALE UP FOR VOLUME AND EFFICIENCY.

B2B CLIENTS EXPECT CONSUMER-LIKE

EXPERIENCE.CLIENTS EXPECT TOTAL, GLOBALLY CONSISTENT,

SOLUTIONS.SERVICES ARE GETTING

COMMODITIZED.

Digital transformation

Trends in the Services Market

Providing a seamless customer journey for Business Services firms

THE CUSTOMER MARKETING TARGETING AND

PERSONALIZATION e-COMMERCE SERVICES BILLING

LOYALTY MANAGEMENT

SALES + SERVICE (Rental+Plant Hire)

SAP HYBRIS MARKETING: END TO ENDMerge, match &

enrichEvents &

interactionsCampaign

execution inall channels

Plan, measure & optimize

Contexts, interests & predictions

Personalized targeting &

orchestration

Capturing response

Loyalty data

Market data & events

Sales & service data

Financial data

Industry data

Social media,mobile, IoT

Extensions

Mobile & social channel

Digital channel

Personalized commerce

Interaction center

Lead, opportunity

E-mail, sms, traditional

Extensions

FOR MARKETING PROFESSIONALS

CUSTOMER INSIGHT DERIVED FROM STRUCTURED AND UN-STRUCTURED DATA

CONTEXTUAL MARKETING ACROSS CHANNELS

INTEGRATED WITH HYBRIS – OPEN PLATFORM TO INTEGRATE WITH PARTNER SOLUTIONS




LOYALTY MANAGEMENT


Digitalization and E-Commerce in Professional Services

OPPORTUNITIES

• Consumer-like client experience

•

One view of the client

•

Simplification/streamlining operations – ONE sales & delivery model

• New business & delivery models enabling non-linear growth

Extended reach – access to new markets

CHALLENGES

• Consistency and integration of content and client interaction across channels

• Complexity of B2B Relationships, Services/Solutions, and Pricing

• Support of Solution & Service Packaging/ Standardization

• Process and IT enablement of new business and delivery models

• Realization of operational efficiencies

Hybris B2B Omnichannel CommerceB2C caliber client experience and new commercial models

Solution Sales & BillingFace-to-face

web

mobile

contact center print

social

email

@

digital ads

digital goods

HYBRIS COMMERCE: THE OMNI-CHANNEL PLATFORM

WEB CONTENT MANAGEMENT Efficiently administer and publish content across all channels.

B2B COMMERCE LOGICScalable and rich B2B CommercePlatform

Self-Service CPQ Complex Pricing Digital Content Services Business Relevant Information B2B Org. & Users

REAL-TIME PERSONALIZATION Create unique and relevant

contextualized experiencesfor each Customer

Target or retarget Customer with relevant messages, recommendations & next steps

FULLY INTEGRATED PLATFORM Open API and flexible architecture Standard out-of-the-box integrations

with hybris Commerce Suite and other SAP applications

PRODUCT CONTENT & CATALOG Consolidate, manage and

structure product content, information and attributes

Streamlines catalog and product/service management through well-structured user interface

Workflow Management Pricing yForm Creation

SINGLE CUSTOMER VIEW Enriched 360 degree view of the Customer Process both implicit and explicit behaviors for intent

OMNI-CHANNEL TOUCH POINTSOffer optimized experiences across all touch points and channels

Web Mobile e-Mail Live Chat/Call Center Social Media (Twitter, FB)

Example Journey– Complex Services/Solutions(e.g. Rental Services agreement)

Backend Systems

Omnichannel Customer portals

Master Agreement owner :

manage users, permissions, budgets, approval workflows

request quotes for master agreement enhancements/additional services

Assigned users:

view/manage installed baseto track facilities, equipment, materials, serial numbers and use as a basis for services

submit and track service requests

request quote, place and track order under the master agreement

Account Manager:

close Services Master agreementwith national / global account

define included services, solutions & configuration options

Service Delivery:

deliver requested services/solutions

manage/respond to support tickets

Service Delivery:

set up client specific omnichannel portal with customer design, service catalog & configuration options

Master agreement owner :

track & control spend

receive invoice

dispute invoice

pay online

Client Service Provider

webcontact centermobile

Sales:

submit quotes on request

Backoffice:

rate & bill delivered services

resolve disputes

collect payments

Users:

submit and track support tickets

Approval workflow

@email

Hybris - SAP Integration Scenarios

From „Asynchronous“ via “Hybrid” to „Synchronous“

Client interaction through and within hybris. Orders are created in hybris.

hybris stays independent from SAP back-end

Transfer of master data for products, prices, inventory, client (optional) and order status from SAP ERP to hybris. Transfer of orders from hybris to SAP ERP.

Integration through asynchronous communication (iDocs)

Integration method often preferred in B2C and simple B2B scenarios using price lists

For complex B2B scenarios as well as with clients who heavily invested in SAP back-ends (e.g. client specific pricing, sourcing, credit limit check, …)

Transfer of master data for solutions, prices and clients from SAP ERP to hybris.

Integration mainly through synchronous communication via JCo/RFC (asynchronous for products)

Client interaction in hybris (catalog, search, navigation, …). Order creation directly in SAP ERP backend .

Solutions

asynchronous communication

mainly synchronous communication

Orders

Prices

Inventory

Clustomers

SolutionMaster

Orders

Pricing Conditions

Customer Master

Solutions

SolutionMaster

Orders

Pricing Conditions

Customer Master

Solutions

asynchronousand synchronous communication

Orders

Prices

Inventory

Customers

SolutionMaster

Orders

Pricing Conditions

Customer Master

Client interaction through and within hybris. Orders are created in hybris

hybris stays independent from SAP back-end Transfer of master data for solutions, prices,

client and order status from SAP ERP to hybris. Transfer of orders from hybris to SAP ERP.

hybris calls SAP back-end synchronously for real-time data, e.g. client specific pricing

Integration through asynchronous (iDocs) and synchronous (JCo/RFC) communication

Customers




LOYALTY MANAGEMENT


Challenges in professional servicesFor head of sales

Lower proposal request to delivery cycle time (in days)*

Higher proposal conversionrate (in %)*

Higher sales achievement as a percentage of target where team selling happens

37%

59%

19%

* For top 25% of organizations than average performersSource: SAP Performance Benchmarking

Manage and leverage relationships to identify and win new business

Enable everyone in the firm to sell

Provide 360 degree view of every client

Foster and build collaboration

TURN insight INTO ACTION

Access to real-time customer analytics and sales data in the context of accounts and opportunities to engage and connect with customers in a personal, relevant way

Comprehensive customizable KPI tiles, reports, and dashboards

Sophisticated analytics infrastructure Simplified ad-hoc and custom reports Deliver intelligence where needed

Know your customer

Bring back-office to the front office. Get back-office information pushed to you in

real-time so that you no longer need to hunt for pricing, quotes or other order-to-cash information.

With native SAP ERP and SAP CRM integration and business application mash-ups, you’re always effortlessly up-to-speed on your customers and accounts.

Collaborative Bid ManagementEngage in collaborative selling, generate successful bids, and execute profitable projects

PROJECT PLANNING

Create and revise engagement budgets

BID ANALYTICS

Analyze previous bids and resulting engagements

PIPELINE MGMT

Track real-time sales performance with pre-built dashboards

PURSUIT

Collaborate with team members and sales network

PROJECT EXECUTION

Review engagement results in detail with plan and actual data

PROJECT FORECASTING

Monitor the progress throughout service delivery and forecast outcomes

PROJECT ANALYTICS

Review and drill into project results

SAP Cloud for Customer

CLIENT INSIGHT

Manage accounts & opportunities and gain a 360-degree customer view

SAP Commercial Project Management

80% of profitability is determined at the bid stage and more than half of all projects do not deliver to plan

End-to-end process with SAP Commercial Project Mgmt.

SELL

PLAN

MONITOR

EXECUTE

Project Lifecycle

Client and Project

Acquisition

Bid Estimation

Resource Management

Project Setup and Planning

ProcurementTime and Expenses

Forecasting

Issue and Change

Management

WIP, Billing, Invoicing

Controlling and Analytics

C4C, SAP CRM

CPM Financial Planning

SAP MRS

SAP ERPConcur, SAP ERP

CPM Financial Planning

CPM Issue and Change Mgmt

CPM Workspace SAP ERP

CPM Workspace

CPM, SAP ERP

Demo: Demand Side: Collaborative Bid Management

Customer Showcase: Equipment Rental Quote to Cash

Quote to Cash Equipment Rental

Event / Customer Operate & Pay Call off Drop PayRequest Confirm Receive

BusinessAdministrator

Rental Coordinator

Logistics Calloff

Rental Delivery Rental Return Quotation Contract

CycleBilling

FinalBilling

Campaign


Quote to Cash Equipment RentalBusiness

AdministratorRental Coordinator

Logistics CalloffRental Delivery Rental Return Quotation Contract

CycleBilling

FinalBilling

Campaign


Cate

gory

Gro

up

Product Line Excavators

300

301

302

302.4D 302.2D 302.7D Mak

e +

Mod

el

Serialnr: 1xxxxx92

Serialnr: 1xxxxx93

Serialnr: 1xxxxx94

Equi

pmen

t

302.4D 302.4D 302.4D

Equipment Structure

Compactors Dozers


Quote to Cash Equipment RentalBusiness

AdministratorRental Coordinator

Logistics CalloffRental Delivery Rental Return Quotation Contract

CycleBilling

FinalBilling

Campaign




LOYALTY MANAGEMENT


Rapid Solution Design

CREATE AND EVOLVE YOUR BUSINESS MODEL Cloud Pricing ModelUsage-charge

Lookup event typeCheck SLATariff based on Time & Date

If event class is premiumUpdate usage trackingCharge a flat fee

OtherwiseCharge a calculated fee

Monthly recurring chargeCheck historical usageCalculate corresponding fee

Solution Packaging

Quote/ Contract Mgmt

Usage Metering

Business & Pricing Model

Master Agreement

Usage Rating & Charging

Pre-Billing

Billing & Invoicing

Revenue Mgmt.

“The flexibility and speed at which we could create and modify price plans was second to none. It is so user friendly that now even non-technical financial managers are able to introduce new tariffs.”

Raphaël BichonProject Manager, SFR

Accurate Solution Billing

ENSURE ACCURATE and TIMELY BILLING

Combine billing data for services, projects and products into a single invoice view

Tailor invoices to clients’ requirements

Deliver preliminary invoice for review and approval

Provide informative summaries and details 27% fewer customer complaints when organizations expand billing and invoicing capabilities to meet customer needs

Source: SAP Performance Benchmarking

Solution Packaging

Quote/ Contract Mgmt

Usage Metering

Business & Pricing Model

Master Agreement

Usage Rating & Charging

Pre-Billing

Billing & Invoicing

Revenue Mgmt.

Digitalization ofServices and Solutions

Digitalization of Talent Network

Digitalization of Customer Engagement

SAP Hana Cloud PlatformSAP Commercial Project Management

SAP Cloud for Analytics

Digitalization ofWorkforce Engagement

Digital Core

SAP Multi Resource Scheduling

Commerce

Billing SAP Commercial Project Management

SAP CRM

Marketing

Customer Examples

SAP based Rental Operations – Customer Cases

UK based, equipment rentalSAP Hybris for multi-channel e-commerce240 Super centres and branches

Atlas Copco (Global), BelgiumSAP SI developed rental solution developed on SAP ERP for sales & serviceAtlas Copco equipment is rented globally on SAP

Jungheinrich (Global) Fork-Lift Manufacturer, GermanyGlobal sales & service subsidiaries running on SAP with extended rental capabilities to manage their global rental / fleet our-sourcing business.

Atlas Leipzig, Multi-Brand Dealer, Rental Business, Germany Midsized Regional Rental Business deployed SAP and operates the Rental Business on a Partner developed Rental Module (Add-On)

2.5 billion Euro13,000 employees

25 million EuroRevenue

Approx. 1000 employees

LIFT ONE, Hyster-Yale Rental Business (US) owned by CAT Dealer Carolina CATVertical Rental Integration was built based on SAP ERPAdvanced Rental scenarios such as ‘pay per usage’ have been added by leveraging equipment data

Customer Example

hybris Commerce B2C AcceleratorWeb, Mobile, Customer Service

UK & Irl, EUR & GBPBack-end integrationResponsive design

http://www.hss.com/hire/p/mini-vibrating-roller-petrol

Customer Example

SAP ERP & 3rd Party Rental Package

+Customer Portal Platform

Developed by H&E Equipment

+Rental Yard Management

Control Room using Telematics, Logistic Integration etc.

Uniform Rental- Pickup- Delivery

- Laundry- Repair/Replacement

Uniform Services- Image- Identification- Protection

- Sanitation- Safety- Morale

Facility Services• Tile and Carpet

Cleaning• Mat Rental• Restroom Cleaning &

Supply

Not just a system issue…. customer engagement issue

Siloes of customer Interaction….

-Customer Interaction - Sales teams don’t know what other teams are doing with same customer

-Customer Satisfaction – not aware of negative or positive situations

-Customer Engagement – no consistency, no single view

SAP-Project Vision Statement:

The SAP Project will enable Cintas to improve key business processes, better service customers, increase profitability, enhance operational visibility, and establish a platform for global expansion.Cintas - Single view of the CustomerCustomer - Single view of CintasConsolidation of multiple, aging systems Reliable, accurate, real-time data that will improve our decision making Fewer manual processes and less rekeying of data Minimized manual reconciliation efforts Integrated global supply chain visibility Foreign and US import/export customs compliance International expansion capabilities

Future Digital Platform

Cintas eCommerce & eService Hybris Platform

Direct Sales & Strategic Markets (DSSM)

eCommerceeServiceRental

eCommerce

Launch Soon! 4th Quarter 2016 4th Quarter 2016

Connecting Customers & Cintas

eService

Today:• 6,200 Drivers (Legacy Mobile Devices)• Manual Communications Future:• Updated Mobile Device – process requests on-site; quality & consistency• eService Portal – customer self-service

Legacy Mobile Device

New Mobile Device

Desktop Tablet Mobile

Live Customers

eService Portal

Market view & motivation.

The price and profits of classical IT and TCservices and solutions are decreasing

Consumer and business customers inquires more and more ICT products, solutions and services

New ICT services – e. g. smart metering – allows ICT companies to enter new market segments and it is also the chance to increase the profit

New ICT business and market models – e. g. Cloud, SaaS, smart metering – requires a pay-per-used billing and an automated bulk processing

Source TM-Forum:“Successful Business and Cultural Transformation“

13th September 2012 62SAP Customer Reference Day "Consume-to-cash"

Order Place-ment

Charging (Guiding/Rating)

Service Reception

Generating Invoice Details

Close Contract

Implement Contract

Design Solution

Qualify Opportunity

ScopeOpportunity

Create Proposal

Bill Calculation & Presentment

Request to Offer / Contract Order / Usage to Cash

Configuration & Calculation

SolutionDesign Offering

CatalogueCustomerSpecific

Catalogues

Conf. & Calc Platform

SalSA (SAP CRM)

Account Management

Strategic Selling Opportunity Management

Complaint Management

CustomerData

Marketing / Campaigns

Bid Management

Customer Request

Customer Contract

IV. Future prospects.Set up of an „end-to-end“ application chain supporting „lead-to-cash“.

Customer self care

Customer shop Customer Catalog

CustomerInventory

Customer Portal / Shop

Order, charging & accountingCustomer Order

Management InvoicingCharging / Rating

ContractData

Customer Order

Invoice

01.05.2023 63SAP Reference -internal use-

64© 2015 SAP AG or an SAP affiliate company. All rights reserved.

TAKING ADVANTAGE OFHYBRID CLOUD

OBJECTIVE

SOLUTION• SAP Cloud for Sales• SAP CRM

• Enable collaboration across an organization of more than 65,000 client partners

• Know the customer’s interest to better engage with them

• Ensure success rate of winning deals

• Hybrid approach to cloud and on-premise leverages existing investments and meets local data and security requirements

• Enhanced real time reporting tailored to accounts, client engagements and targeted customers

• Improved and streamlined process improvement across sales and marketing provides improved customer service

BENEFITS

65© 2015 SAP AG or an SAP affiliate company. All rights reserved.

Empowering Field Sales with Real-Time Insights

OBJECTIVE SOLUTION

BENEFITS

SAP Cloud for Sales (integration with SAP CRM)

• Increase in customer engagement by identifying additional opportunities within each account

• Mobile and real-time access that provides complete customer information so sales can engage more effectively

• Complete visibility of sales opportunities, providing greater transparency into the business <VIDEO> :47

• Providing the right information at the right time to the right customer at the right price

Business Benefits

Business BenefitsKey value drivers enabled by SAP Hybris Solutions for Customer Engagement & Commerce

SAP CEC SolutionsSupporting non-linear growth Streamlining Sol. Sales and Billing Strategic Benefits

Increase sales via online channelsUp to 38%

Reduce Time-to-Market for new packaged offeringsUp to 40%

Higher bid conversion rateUp to 37%*

Improved Customer Retention

Simplify processesby up to 34%

Reduce time and cost to create invoicesUp to 74%

Reducethe number of bill disputesUp to 25%

Reduce DSOdue to accurate & timely billingUp to 27%

Lower IT expenditures (as a % of revenue) with a consolidated single solution and platform landscapeUp to 28%

Using standard solutionwith guaranteed maintenance by SAP

Enables business services companies to scaleand drive business growth

Source: SAP performance benchmarking, internal analysis and customer engagement data* For top 25% of organizations than average performers

THANK YOU!

Feel free to connect with us at:

http://scn.sap.com/community/professional-services

[email protected]

https://de.linkedin.com/in/matthias-barth

AppendixBackup Slides

The Digital Marketing Process

Intelligence through Predictive

Analytics

Personalized targeting &

orchestration

Explore & gain insights

Events & interactions

from all channels

Campaign execution

in all channels

Plan, measure & optimize

Market data & events

Sales & service data

Financial data

Big data industry

Social media, web E-mail, sms, traditional

Lead, opportunity

Interaction center

Personalized commerce

Digital & social channel

Capturing response

SAP hybris Marketing – PRODUCT VIEW

3rd Party Applications(for data & execution)

SAP hybris MARKETING

SAP Applications

* basics available ** roadmap

Acquisition* Conversion Retention**

Insights

Segmentation

Planning

Recommendation

Orchestration**

Batch & Events

Social providers

Mobile providers

Email Engines

Ad Providers

hybris Commerce

SAP ERP

SAP Sales

SAP Service

Marketing Data Management

Batch & Events

Deep domain experience in each of the 25 industries and 11 lines of business

Human CapitalManagement

Line

s of

Bus

ines

s

Industries

Customer Engagement& Commerce

Procurement

Finance

Extended Supply Chain1

Technology Telc

o

Pub

lic S

ervi

ces

Fina

ncia

l Ser

vice

Med

ia, S

ports

& E

nter

tain

men

t

Hea

lthca

re

Con

sum

er

Ene

rgy

& N

atur

al R

esou

rces

Dis

cret

e In

dust

ries

Serv

ices

1 Supply Chain, Logistics, Engineering/R&D, Manufacturing, Asset Management and Sustainability solutions

Industrial Machinery & Components Our Industry Expertise Helps Companies Run Better

75% of our customers aresmall and midsized businesses

Large 25%

Midsized 34%

Small 41%Large Enterprises: > 2.500 employees | > USD 1B in revenue

Midsized Enterprises: 100 - 2.500 employees | USD 50m – 1000m in revenue

Small Enterprises: > 100 employees | < USD 50m in revenue

Not just for the “big guys”

The digital economy is transforming business functions and industries

Customer Engagement

Business Networks & Supply Chain

Product Development & Operations

Finance

HR & Communication

TransformingBusiness Models Digital Core

Discrete IndustriesKey Facts

4 Industries

Our Vision

Facts

1 Source Analysis of Forbes Global 2000 rankings and SAP customer database, June 2013

97%of 2013 Forbes Global

2000 Discrete Industries Companies are SAP

customers1

37.000customers worldwide in all market

segments

~3 B€annual revenue

High Tech

Industrial Machinery and Components

AutomotiveAerospace

and Defense

We help discrete industries to run, grow and transform their business networks to better serve their customers in a digitized

world.

text text

text text

An integrated multi-channel customer experienceA complete sales solution powered by SAP and hybris

•Sales Front Office •SAP Cloud for Customer/Mobile, SAP CRM

hybris E-Commerce: Customer, Dealer Portal Internal Sales

XML/EDIPC Mobile

Back Office (sales, finance, asset management)SAP ERP

Analytics & Big Data SAP HANA

Print Catalog

Web Shop

Mobile Shop Call Center Marketplaces

Product Content Management

B2B Commerce Logic

Order Orchestration

Platform

TravelProcurementAssetLabour

Networks

POS

Trends in the Professional Services Market

YOUR COMPANY NEEDS TO TRANSFORM YOUR CLIENT INTERACTIONS.YOUR PROCESSES AND SYSTEMS NEED TO ENABLE GLOBALLY UNIFIED SOLUTION BUSINESS.YOUR COMPANY NEEDS TO SCALE UP FOR VOLUME AND EFFICIENCY.

B2B CLIENTS EXPECT CONSUMER-LIKE

EXPERIENCE.CLIENTS EXPECT TOTAL, GLOBALLY CONSISTENT,

SOLUTIONS.SERVICES ARE GETTING

COMMODITIZED.

Digital transformation

Example Journey– Simple Services/Solutions(e.g. Tax consulting service, Cloud Service with simple, non-usage based pricing)

Backend Systems

Omnichannel Customer portals

Decision maker:

Find and evaluate solution

Chose option(s) and purchase or request quote

Solution Management:

Define package and price solution

Service Delivery:

deliver requested services/solutions

manage/respond to support tickets

Solution Management:

set up solution & options in webshop

Decision maker:

receive invoice

dispute invoice

pay online with payment card

Sales:

Submit quotes on request

Backoffice:

bill delivered services

resolve disputes

collect payments

Users:

submit and track support tickets

webcontact centermobile

@email

Client Service Provider

Solution Landscape – Simple/Standardized services/solutions

SAP Flexible Solution

Billing

SAP ERP

SAP Cloudfor Service

hybris

SAP Cloud for Sales

Solution DesignPackaging, pricing

Solution SalesQuote, Contract & Order

managementService Delivery Solution Billing

Omnichannel-commerceContent & Data ManagementCustomer Experience Management

Entitlement Mgt & MeteringService Ticket submission

Spend controlOnline Invoice Presentment

Online Solution ConfigurationQuote negotiationSelf-Service Contract, Renewal & Order MgtSelf-Service Organization Management

Catalog management

Everything is Turning DigitalIn the Professional Services Market

Source: tbd

of B2B buyers would primarily make business purchases online if given the option

of companies who have adopted E-Commerce found that it has fundamentally changed the way clients interact with them

of companies have articulated thatdigital transformation will become critical to their organizations within the next two years

88% 62% 30%

Selling and managing projects withSAP Commercial Project Management

Monitor & ControlExecutePlanInitiate / Sell

SAP Business Suite / S/4HANAOpportunity Management, Contract Management,

Billing, Project Structuring, Procurement, etc.

ERP PS ERP SD ERP MM …

3rd party scheduling

Primavera, MS Project

SAP EPC

Project Cost and Revenue Planning

Project Issue and ChangeManagement

Project Workspace

optional

MOBILITY Complete mobile apps,no extra cost Support for iPad, iPhone, Apple Watch

and Android & Windows devices Business Card Scanner Seamless UX with On-line

Real-time, scalable, powered by SAP HANA Simplified enhancement tools for power users Easily extended for tailored UX and business processes

PLATFORM

SELL SMARTER WITHSAP CLOUD FOR SALES

REAL-TIME ANALYTICS Dashboards, ad-hoc reports, forecasting Inclusive of front and back-office data Mash-ups with SAP BW & Business Objects Custom dashboards, KPIs, and reports

ACCOUNT MANAGEMENT& INTELLIGENCE Fast Account & Contact Updates 360 Customer Intelligence

OPPORTUNITY MANAGEMENT & INSIGHT• Easy Lead, Opportunity, Activity, and Visit Mngt• Guided selling, tailored sales methodology Competitor insight, Partner Management

COLLABORATION & SOCIAL Feeds, Followers and @mentions Internal, Customers, Partners Deal Sites Social Selling

INTEGRATION Pre-built integration to SAP ERP & CRM, SAP

JAM, InsideView, D&B 360, Xactly & more Mashups with most other apps

GROUPWARE INTEGRATION Full-Featured support for MS Outlook ,

Google Gmail and Lotus Notes, Server side via Riva (e.g. Office 365)

Quote & Order Management• Integrated pricing and

transactional document creation with SAP ERP or CRM

• CPQ through partners

• Productivity & Personalization• Flags• Tags• Shelf• Field

• Extensions• Workflow

• Map Views• Graphical Views• Quick Creates

TURN insight INTO ACTIONWITH PREDICTIVE ANALYTICS

Dynamic PlaybookGet the right products, people and partners to maximize chance of winning the deal

Deal FinderDiscover new leads and uncover new opportunities with existing accounts

TURN insight INTO ACTION

Access to real-time customer analytics and sales data in the context of accounts and opportunities to engage and connect with customers in a personal, relevant way

Comprehensive customizable KPI tiles, reports, and dashboards

Sophisticated analytics infrastructure Simplified ad-hoc and custom reports Deliver intelligence where needed

TURN insight INTO ACTIONWITH PREDICTIVE ANALYTICS

Dynamic PlaybookGet the right products, people and partners to maximize chance of winning the deal

Deal FinderDiscover new leads and uncover new opportunities with existing accounts

MORE TIME SELLING – LESS ADMIN

Get the information you need, when you need it

Modern SFA solution to manage and automate complex business processes and accelerate productivity ensuring all customer interactions

Personalize your experience and get quick access to the information you need

Built-in social collaboration and productivity applications keeps all conversations in one place and no double data entry

Know your customer

Bring back-office to the front office. Get back-office information pushed to you in

real-time so that you no longer need to hunt for pricing, quotes or other order-to-cash information.

With native SAP ERP and SAP CRM integration and business application mash-ups, you’re always effortlessly up-to-speed on your customers and accounts.

Cintas Services

OVER 420 B U S I N E S S L O C A T I O N S

1,000,000 CUSTOMERS

30,000 Partners8th L A R G E S T F L E E T I N T H E U N I T E D S T A T E S

Corporate Headquarters:

Cincinnati, Ohio

Built for Desktop Mobile First

Multi Channel Omnichannel

Front Office Only Front & Back Office

Predicting the Future in Real-timeReporting on the Past

Blending Physical & Digital Separating Physical & Digital

FROM CRM TO CEC – A PARADIGM SHIFTSales, Service, Marketing

“Automation”Marketing + Sales + Commerce

+ Service