mcs implements hybris cloud for customer

9/24/20151 Amista – SAP experts in the MCS Group Insight. Excite.

360° customer view makes our global sales operations run simpler

Customer Case

Steven Lambert

COO MCS N.V.

[email protected]

9/24/20152 Amista – SAP Solutions Experts Insight. Excite.

Agenda• Who is MCS?

• Sales within MCS

• Sales automation

• Lessons learned

• What’s next ?

• Lessons from the Trenches

• Amista


MCS Introduction


MCS• General• Founded in 1989 with HQ in Belgium

• Fast growing : 30% annually (Deloitte Fast 50 list)

• Software and consulting services in Real Estate

• Clients in over 60 countries

• B2B focused on various industries• Large global corporations

• Public Sector

• Schools & universities

• Hospitals

• Service Providers in Facilities

• Commercial Real Estate

• Steven Lambert• COO focused on client engagement and service delivery


Sales @ MCS

• 5 regional sales hubs • Western Europe

• Northern Europe

• APAC

• USA

• Middle-East

• Sales roles• Pre-sales

• Account Managers - hunters

• Relationship Managers - farmers

• Technical Sales

• Lead generation

• Marketing• Website (SEO)

• Events

• Campaign Management• Email

• Digital (Linked-in campaigns)

• Coldcalling – internal and through local calling partners


Sales Automation


Sales automation – focus points

• Switch from Salesforce.com to SAP Cloud for Customer• Migrate and optimise the lead-to-opportunity process flow

• Customer data quality• Data history !

• Integration with financial processing

• User experience • Change management in the group


So why this change?

• MCS was looking for

• Smoother integration into the finance back-end ERP

• Better pipeline monitoring, including • Optimized lead-to-opportunity follow-up

• Detailed document flow

• Richer mobile app functionality

• Larger variety of analytical out-of-the-box reporting

• Improved master data quality• Strict data validation instead of free text fields


The project

• Scoping and business configuration of Cloud for Sales

• Conversion of master data and history

• Development of additional functions • Functions added in SF.com were transposed into the C4C solution

• Change management for all users who were acquainted with SF.com

• Rollout for MCS Group to the global sales hubs


Prioritization of a wide C4C scope


Processes in Scope

Marketing to Lead

• Campaign Management

• Lead Generation

Lead to Opportunity

• Account and Contact management

• Opportunity management

• Visit planning and execution

Opportunity to Proposal

• Proposal follow-up

Proposal to Contract

• Contract Close

• Integration with Finance dept. through workflow

Reporting

• Dashboards

• Reporting


Data migration from SF.com to SAP Cloud4Customer

1. Extract SF data via Dataloader.IO

2. Data Cleansing and mapping Using the implementation partner template for SF.com migration

3. Data import using C4C templates developed by Amista


Out of the Box Analytics

• Analytics accelerate our business• Starting point for commercial directives, not an end point


Mobility enables much more than the field operations


Easy C4C extension for integration with MCS Finance

These extra fields are steering the financial

process once a project is set to ‘won’


What’s next ?


Social Selling

• Full context of customers by leveraging social and enterprise data

• Social listening

• Get a prioritized list of important messages

• Detect sentiment and keywords

• Understand brand-level trends and buzz

• Thought leadership – New content

• Content sharing

• Conversion to opportunity pipeline

• Lead qualification

• Lead nurturing

• Campaign monitoring

• Sponsored post campaigns


Partner Management

• Partner Relationship Management• Lead sharing and follow up

• Budgeting and tracking

• Pipeline monitoring

• Loyalty management and programs

• Learning and certification

• Product updates and release management


Partner Portal for C4C


Partner Channel Management: Prio 1 Scope


Lessons from the trenches


Takeaways• Conversion from Salesforce is proven to work

• Richness of configuration options• Be mindful of data conversion process• SAP Cloud for Sales enforces quality in master data

• However

• Reporting took time due to defining requirements and replicating existing reports

• Development needed for change historyis in standard meanwhile

• Continuous innovation • Social, Partner channel, etc


Amista’s subsidiary “ AppForce ”

focuses on the development of

native & hybrid apps

Amista offers SAP consulting services to customers as well as to various divisions within the MCS Group


WEB MOBILE EMAIL CALL

CENTERMARKET

PLACE

INTERNET

OF THINGS

CONTACT

CENTERPOS MARKETING

CHANNELS

DIGITAL

GOODSSOCIAL

e-Learning (SAP WPB – Workforce Performance Builder)

MARKETING

CRM on premise

Hybris Marketing

SALES

ERP SD

CRM on premise

C4C Sales

Hybris

SERVICE

ERP PM & CS

CRM on premise

C4C Service

COMMERCE

Hybris Product

Content

Hybris e-Commerce

HANA database platform - HANA Cloud Platform

REAL ESTATE

ERP RE/FX

S4/HANA Simple

Finance

Front-end solutions & mobile appsFIORI

Native & hybrid tailored apps

AFARIA Mobile Device Management

INTEGRATION

SAP PI/PO

Boomi

Our solution focus


Insight• Business Process Management

• Integration Management

• Project, Program & Change Management

Say / Do ratio• We say what we do and do what we say

• Experts in innovative solutions based on SAP and Dell

Excite• Class room training

• e-Learning

• Customer support

9/24/201528 Amista – SAP experts in the MCS Group Insight. Excite.

Contact information:

Stephane Colin

[email protected]

mailto:[email protected]