presentación de unit4 en el instituto de empresas de madrid

Workshop Unit4 Business Software Iberica

José A. Martínez

CRM Consultancy Manager

Jun 2010

Pág. 2CORPORATIVE PRESENTATION Jun 2010

AGENDA

• Who am i?• Unit4, the holding.• Unit4 Business Software Iberica.• What do we do in CRM?• Cloud Consulting.• Customers & Sectors.• Methodology.• Business Case: Laboratorios CINFA.


WHO AM I?

José A. Martínez:• CRM Consultancy Manager of UNIT4 last 6 years ago.• Working with Siebel CRM Suite from 2001.• Partner Relationship between Unit4 and Oracle Spain.• Accountable Manager of all the customers in Madrid, Centre-North of

Spain, Portugal, Germany• Staffing & Resource.• Main goal is all the projects nice to be “on budget” and “on

time”.• Also, all the consultants will be “confortable” with their jobs and

customers.• Colaborate in all stage of the customer: sales, presales, postsales,

presentation & proposal, rates, etc.• Implementing ideas & proactive deployment:

• Siebel Licenses.• Consulting Services.• Across Areas

UNIT4, the holding


OUR STRATEGY

Leading national and European manufacturer in

Solutions of Management (ERP&CRM) for Companies,

Public Organisms and Health, both in sale and in

payment for use (Saas) compromised with the Quality

and the Service, and pioneer in R+D.

Our Solutions UNIT4 ekon UNIT4 Agresso Business World UNIT4 Coda UNIT4 CRM Services & Solutions

Our Target BLINC (Business living in Change)

Headquarter Sliedrecht, Holanda


ECONOMIC RESULT

Turnover: 394 M € (gwep up 27%)

EBITDA: 70,1 M € (gwep up 35%)

Offices: 19 countries

Employees: 3.500

The shares of the group quote in the stock exchange of Amsterdam (Euronext).

6

Who is Unit4 Business Software Iberica?


OUR HISTORY

2008

February


OUR COMPANY INTEGRATED

Unit4 Business Software

CCS

Agresso Spain

Mayor

Medium

Small


WHO IS UNIT4 BUSINESS SOFTWARE IBERICA?SPANISH SUBSIDIARY

A global speaker for companies and public organisms.•Experienced and qualified staff of about 550 professionals.

•Deveplopment int´l business in all countries spanish and portuguese spoken.

Offices and partners in the whole national territory Spain•Madrid•Barcelona•Bilbao•Valencia•Sevilla•Zaragoza•A Coruña•Granada•Lisboa•Malabo

More than 4.000 customers•Public Organisms.

•Companies.

Software Factory for public organisms& companies.•UNIT4 ekon•UNIT4 Agresso Business World (ABW)

•UNIT4 CRM , remote services & near shoring models.

•It also offer services to the subsidiaries of our customers all over the world

The best tecnology for all ours solutions.•Karat for Ekon Solutions.

•Vita for ABW Solutions.

10


WHAT DO WE DO IN CRM?


WHAT DO WE DO IN CRM?

CRM Project Implementation

Agresso CRMSmb market &

ABW

Oracle-SiebelMayor Accounts

CRM Project Consulting

Maintenances Predictive, Corrective, Evolutive

Multi SupportNew

Developments,Deployments

Other CRM Project

CRM Management Helpdesk Applications

Auditing

Business Intelligence &

Integration

Middleware Vitria Siebel Analytics

Process Reengineering

Change Management

Systemic Thinking Business Process


OFFERED SERVICES

Services ModelIn Situ and / or, Remote

MaintencanceAcording with an AMS

Support to end usersCRM Auditing

Capacity Planning, Releases, Versions.

Manage and MonotorizationServer, DB, Operative System,

Aplications, Middleware

• Data Model• Logical Model• Business Model

CRM Levels

Aplication 7

Presentation 6

Sesion 5

Transportation 4

Net 3

Data Join 2

Fisical 1

VpnVncWebexMessengersHttpsData Autentification

Accomodation ExpensesPer day endMore persons in the customer offices


WHICH CRM AREAS?

• Datamining• Analytics

• Create ETL• OLAP

• Order Request• Helpdesk• Dashboard• Call Center

• Campaigns.• Segmentations.

• ROI.• Customer Loyalty.

• Customer Rewarding.• One to One / B2B

• Callcenter

• Sales force Automatization.• Forecasts.• Order Management. • Organizations & Structures• Pricing, Incentives

Compensation• Proposal, Products & Services ,

Catalog.• Call Center

Sales

MarketingBusiness

Intelligence

Services


WHY US?


INTEGRATED RESOURCES IN OUR CRM DIVISION

• Management Director

• Business Controler

• CRM Managers

Juan Carlos CuevasDirector Manager

CRM

José A. MartínezCentre

Emilio NaranjoSouth

Oscar CubilloNortheast 1

Antonio TorresNortheast 2

International Francesc Jimenez

Rocio FernandezControler

80

Consu

ltants

Int´l S

ale

s


CONSULTANTS SKILLS

• Sponsor of the Project : is the figure in charge to exert a control on the resources and the planning of the project with the objective to guarantee the satisfactory delivery of the project in the decided terms.• Project Manager : responsible for the daily handling of the project, the resources, the plan of the project.• Functional Analyst : works with the users to review the business requirements and mapping these requirements with the application and the design of system.•Technical Architect : works in the definition of the required components of system and in the implementation of the appropriate technical and technological systems.•Programmers Siebel is expert in the development of the application.•Training : is expert in, once implanted the application, to give the suitable formation to the end users .

Cloud Consulting


ENTERPRISE COMPETENCE CENTRE


ENTERPRISE COMPETENCE CENTRE (ECC)

• Dedicated to Siebel since 1999, Unit4 has a solid track record in

implementing and supporting Siebel applications.

• To assist customers in their support issues and to centralize knowledge and

efforts, to offer professional expertise on Siebel solutions to customers

throughout Europe:

• The ECC provides reliable, cost-effective, dependable.

• Helpdesk and support services on the following levels:• Maintenances,

• Development.

• Integration,

• Never forget, Siebel doesn´t works alone, need to have ERP, Legacy

Systems Integration with other applications or solutions.


THE ECC VALUES

low cost Infrastructure

High efficiency levels

Multilingual

Flexibility

One team

Centralized expertise

Cultural proximity

One knowlegde base

Shortcommunication

lines

International focus

One single source Nearshore

vs Offshore


THE ECC NEAR SHORE ADVANTAGES

• The ECC offers a complete remote outsourcing of the Siebel end-user,

Helpdesk, providing support to end-users wherever they may be located.

• The ECC team consists of expert, highly-skilled, multilingual technical and

functional consultants that provide Siebel support in different languages.

• This international focus of the ECC

allows Siebel end users to

communicate in their local language

and allows our customers to maintain

the specific cultural dimensions of each

country, without driving up costs and

without loosing efficiency.


THE ECC INTEGRATED SUPPORT

• Customers looking for a single source of integrated

support for their front- and back-office systems can

rely on Unit4’s capabilities not only around Siebel

but also on applications as ERP. (SAP, Agresso,

eKon)

• The ECC maintains the underlying databases,

operating systems and hardware platforms of all

supported business solutions.

• The ECC performs proactive monitoring of the

systems and performance related tasks to ensure

high system availability according the AMS.

• The ECC not only covers the functional and

technical aspects of each system, but also the

interfaces between them.


ECC NEAR SHORE SUPPORT, IN SHORT

What is it ?

• A reliable, cost-effective, and dependable service consisting of any combination of

Helpdesk (1st Level), 2nd Level Support, and Corrective/ Evolutionary software

Maintenance (3rd Level)

Why ?

• Because the cost of infrastructure and personnel in Granada is one of the lowest in

Europe, while the quality and experience of the staff is very high.

• Because centralized and professionalized support achieves highest efficiency

For Whom ?

• For companies in need of a professional and stable support & development team

• For companies that are considering outsourcing all or part of their support and/or

development for the sake of maximizing cost effectiveness.

How ?

• Through a penalty-driven Service Level Agreement with guaranteed response and

resolution times


WHY US?

• Provider Services. (Consulting Partner Oracle-Siebel

from 1999)

• Technnical, Technological and Functional Provider of

CRM.

• Implementation Methodology of CRM “Optym”, Scrum

& According to the customer sector.

• Tested experience in CRM Solutions

• ERP integration expertise:

• eKon. SAP, ABW, Legacy Systems.

• System Operative and Database expertise:

• Windows, Unix (Hp, IBM, Sunmicrosystem)

• MS SQL Server, Oracle, some projects with DB2


WHY US?

• Over 80 Siebel Consultants (12 Certified )

• Internal Forum between all the consultant before to create

a Service Request (Metalink)

• Close to our Customers.

• National and International Customers Worldwide

• Experience in all sectors

• Close to “all local representation”

• Development Center of CRM in Spain to UNIT4

• Reduced costs because of Development

Customers


CUSTOMERS AND SECTORS


CUSTOMERS AND SECTORSEn

ergy

Tran

spor

tatio

n

Bank

ing

& In

sura

nce

Phar

ma

Man

ufac

turin

g

Reta

ils

Tecn

olog

y

Publ

ic O

rgan

ism

s


CUSTOMERS AND SECTORS

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http://welcome.hp.com/country/us/en/welcome.html

Methodology


Unit4

OPTYM STAGE

Agreement

Customer

Pre- Roll Out

DefinePrototype VerificationInteractive Deployment Roll Out

• At the end of this phase will deliver: • Minutes of Meeting • Implanted System• Minutes Closure Project. • Infrastructure support and warranty. • Parts of incidents. The incident occurred after the entry into production during the

period of support will be reflected in a part of incidences.


FEATURES AND ADVANCED OPTYM

Flexibility: to adjust or modify the solution even though it is in advanced stages of development.

Time to market: best of the breed, out to the box and customs.

Validation of business models.

Agility and speed.

Feedback of the end user.

Multiples phases.


SCRUM FEATURES

• Scrum is good for some kind of projects.• Scrum is good if the customers way to think is in the long term.• Can adapt to any changed requeriments.• The customer need to be involved in all the projects.• Multilevel teams and areas in the project.• Scrum recomend best practices used in the project.• Scrum works with functional analysis development software.• The team have the responsability of all the process.• Rapidly actions in a changed business.• To correct some problems is easy because the springs are shorts. (time).


SCRUM DEFINITION

Roles

•Owner Products

•Scrum Manager

•Team•Quality

Assurance & others

Components

•Products requeriments

•Spring requeriments

•Roll out

Meeting

•Spring Planning

•Daily Meeting

•Srping Review

Value

Customer Centric Focus

Projects Visibility

Ownership

Spring timeable


SCRUM TEAMS

• Barcelona Software Factory of ERP eKon• 40 Consultants in diferents skills in Java Platform

• Granada Software Factory of ERP ABW• 2 Teams (10 Consultants + 8 Consultants)

•Granada Software Factory of ERP Coda2go• 1 Team (15 Consultants)

Business Case: Laboratorios CINFA


CINFA CASE

• CINFA is a Spanish Company.• Turnover: 183M€ (SMB Company)• Principal Products: Pharma drugs & Medical devices.• Headquarter: Pamplona – Navarra.• Employees: 750 professionals. 200 Field Sales Force.• Over 40 years in Spanish market, now Portugal & Int´l.


CINFA INFORMATION SYSTEMS

• ERP developed in house. (Visual Basic & Visual Scripts)• CRM Oracle-Siebel 8.0 –> 8.1• BI Business Object.• Reporting System.• Tables pc / gprs / access ERP & CRM Field Sales Force.


CINFA CRM CASE

• ERP can´t offer frontoffice Services.• CINFA decided to see on CRM Solutions market/manufacturer.• CINFA decided to implement Siebel CRM with a local partner.• First Phase. 360º vision integrated with BI. (VBC)

• CINFA decided to change of Siebel CRM partner.• Second Phase & Next Steps.

• CINFA decide to deploy their CRM strategy with Unit4 from 2008.• Unit4 has helped CINFA with the next phases:• Siebel CRM Auditing.• Deployment Phase II with Activities, Products, Pricelists, Oportunities,

Campaings via Email & Events.• Lotus Notes Integration/Email.• Trainning to advanced users, administrator users.• Proactive Hotline Support (Production Siebel Server)• Institutionals Contacts Management.


CINFA CRM CASE

• What CINFA going to do now?• Sales Force Automations / Order Management

• Accounts.• Contacts• Orders.• Billing. • Enciclopidea / eCatalog• Listsprices.• Sales Force Automation.• Expenses Control.• Competence.

• Medical planning visits.• Geomarketing.

• What CINFA will do in the future?• CTI / Telephony.• Evolutive Improvements.• New Developments.• Siebel Standard & Best Practice will apply.

ERP

CRM Comercial

CRM

Marketing

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CINFA CRM CASE


CINFA CRM CASE

MARKETING•Campaigns•Events•Offers

Field Sales Force•Planning Visits•360º•Sales Goals

PRICING•Products•Catalog•Pricing

ORDER MANAGEM

ENT

SFA


SUCCESFULY STORY

“Nos decantamos por UNIT4 porque tienen un buen servicio, una larga experiencia y además noshicieron una buena oferta económica”.Enrique Tirapu, responsable de sistemas de información de laboratorios Cinfa

1. Confianza y preparación“Queremos que UNIT4 no sea un simple colaborador, ya quevemos en ellos a un partner tecnológico altamente cualificado”.

3. Seguridad y respaldo tecnológico“Saber que es una empresa grande, con clientes de reconocidoprestigio y que además tiene una fábrica de desarrolloen Granada y otra en Barcelona nos proporciona una granseguridad”.

SituaciónLaboratorios Cinfa trabajaba con un ERP de elaboraciónpropia que necesitaba un complemento para implantar unagestión orientada al cliente.


IMPLEMENTED SOLUTIONS

Software Solutions


www.unit4.es

THANK YOU…!!!!

José Antonio Martínez MartínezEmail: [email protected]

Móvil: +34 628.940.885

mailto:[email protected]

presentación de unit4 en el instituto de empresas de madrid

Technology