Gaining Competitive Advantage: Easy and Centralized Data Access

with SaaSJudi SmithDirector of Strategic ServicesAwana Clubs International

Agenda

About Awana Business Challenges and Goals Our First SaaS Decision How SaaS Helps Us Meet Our Goals Results Lessons Learned

About Awana

International Children & Youth Ministry The top independent provider of children’s programs for churches Impact kids 2-18 years old Over 16,000 churches supported worldwide 50 states in the U.S. and over 100 countries Over 1,000,000 constituents

Not Your Traditional Non Profit 75% of revenue from the sales of goods Over 2,500 SKUs 96 field reps Sales tax in every state by item

87 New Competitors in the Last 5 Years

Business Challenges

Constituents•More sophisticated expectations•Met more quickly•With more value

Employees•More employees•Working from more places•At more times

Information•More kinds of information needed•By more people•In more ways

Business Goals

Growth

More Ministry Programs

More Donation Programs

More Marketing Programs

More InformationMore Media

More Products

The Goal

Empowering

Flexible Efficient Reliable

Our Systems

The Awana IT Ecosystem 18 IT Staff 54 physical or virtual servers Microsoft

Custom .NET Apps Exchange SQL Server

Oracle JD Edwards Oracle DBs

Our Systems

Information in Silos JD Edwards 8.0 (Financials, Inventory, Account Information)

Trying to use as a CRM .NET eCommerce (Web Orders)

On premise Two separate stores – B2B and B2C Sends orders to JD Edwards

Pitney Bowes (Shipping) Learning Management – Hosted (Training) Ad Hoc User Databases

Field Staff HQ Users

The First SaaS Decision

Need a CRM system & Integration to ERP

Process

• Email customer service from Web Store

• Manually create learn.com provisioning package

Manual Sys

tem

s

Process

• Develop and enhance courses

• Gather input from support and customers

ManualSys

tem

s

Process

• Notify field support

• Mail customer information for support

• Call for additional customer information

ManualSys

tem

s

480 hrs. of data entry

Error prone

No central customer visibility

Little to no self service

• Customer signs up online

• License agreement signed

• Create customer & order in JD Edwards

Manual Sys

tem

s

Process

• Customer inquiry

• Mail customer info to field

• Field sales follow-up

Case Study: Rapidly Integrate Front Office and Back Office

Business Problem Increase field productivity by

providing complete view of customer Customer self service not possible

Awana Web Stores On-demand Learning Management

System (LMS) – Learn.com

MS CRM/BizTalk or salesforce.com/Cast Iron Systems

Current data entry process Manual Time consuming Error prone

Customer Master Integration and Sales Order Visibility

CRM ERP Web Store eLearning

International Children & Youth Ministry

CustomerMaster

InvoiceStatus

Authorization

Order

Shop Online

Integration Appliances

Software-Based Integration Solutions

BizTalk

Custom Code

Pervasive

IntegrationAppliances

Advantages Disadvantages

Strong .Net support

No new tools to buy

Broad connectivity to older technologies (FoxPro etc)

Simplicity (time/cost) Maintainability (not resource

intensive) No middleware experts required

Lots of specialist (.Net) programming knowledge required for development

Maintenance requires .Net programmers (time/cost)

Labor intensive (time/cost) Not scalable No visibility for errors Maintenance very IT intensive

Older technology Labor intensive (time/cost) Maintenance resource intensive (requires RIFL

developers)

Newer technology No human workflow

Integration Options Considered

Selection Process

CRM & JD Edwards Connectivity Out-of-the-Box

Simple Appliance: Fast to Deploy. Easy to Maintain We have minimal in-house IT operational support

Competition Was 5x Cost (acquisition, implementation and maintenance) Cast Iron offered both monthly subscription & purchase options

Platform Enables Rapid Integration and Fast Change Management

No Specialist Programming Skills Needed Business users can set up workflow rules

Visibility and Centralized Management Out-of-the-Box

Solution Selected salesforce.com/Cast Iron

over MS CRM/BizTalk due to BizTalk complexity

Microsoft offered CRM/BizTalk for low cost

Only pay for integration services

Cast Iron Systems integration platform

Rapid standards based bi-directional integration

Simple “no coding” approach to integration

Customer Master salesforce.com ↔ JDE

Order & Invoice Visibility JDE ↔ CRM

Customer Master Integration and Sales Order Visibility

CRM ERP

International Children & Youth Ministry

Case Study: Rapidly Integrate Front Office and Back Office

Order & InvoiceStatus

CustomerMaster

CRM ERP Web Store eLearning

International Children & Youth MinistryResults Project completed in 20 days Significant increase in field sales

and support productivity 360º view of customers for

sales/mgmt. Real-time access to critical

customer information

Field notification time reduced - 30 days to real time

Customer self service enabled Eliminated 480 (75%) man

hrs./month in manual entry

Case Study: Rapidly Integrate Front Office and Back Office

Authorization

Order & InvoiceStatus

Order

CustomerMaster

Shop Online

The Awana SaaS Ecosystem

The Benefits of SaaS

Users get whatthey need when they need it

Users are not waiting for IT or other users

System designed for configuration

Multiple Configurations

Not payingfor unused features

Best in class performance

SmallIT overhead

Expert system management

Works together seamlessly

Future proof Designed to integrate

System works the way the user does

Usethe righttool for the job

Work from anywhere

Use broad array of technologies

Change usersfeatures as needed

or

Empowering Flexible Efficient Reliable

User Configurable

Best of Breed

On-Demand

Standards Based

Results

75% reduction in man hours for collecting customer information

Real-time reporting Turned order entry into account management Collecting information on all customer interactions Consistent information across all departments 50% reduction in time required for reporting Shut down 8 physical servers. When complete - 29% reduction in IT Spend

Lessons Learned

Integration Strategy a Key for SaaS Rapid SaaS adoption requires rapid integration Make sure the integration infrastructure can handle your transaction volume

Make Simplicity a “Must-Have” Simple solutions, not build-it-yourself “developer centric” tools Reduce ongoing dependency on IT Staff Ask to evaluate “drag and drop” application development only Appliances do more than you think Application integration: SAP, Oracle family, SaaS (e.g. salesforce.com) etc. Automatic escalation based on business rules

Vendor Partnerships Are Key Choose vendors committed to solving your problem; not just selling their tool and

services that never end

Thank You!

Judi SmithDirector of Strategic ServicesAwana Clubs International