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CRM Project for Premium Oil Services - Achieving One-to-One Customer Engagement

Initial findings report on implementing a CRM project for a global oil company with a focus on personalized customer interactions. The project aims to streamline operations, enhance sales performance, and improve customer service.

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CRM Project for Premium Oil Services - Achieving One-to-One Customer Engagement

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  1. Premium Oil Services 26 March 2002 CRM Project – Initial Findings EDMOND

  2. Corporate Background • Core Business Units: • Oilfield Services • Technology Consulting • 80,000 Employees globally • $14b USD in Revenue (2001) • Three key values: • People • Technology • Profit

  3. Existing Information Systems Internet Web Sites Sales Compensation (Spreadsheet) Employees (Smart Card Security) Log Track (Custom) Asset Tracking (Custom) Wide Area Network CRM LDAP Security (Custom) (Siebel) Financials & Time Financials & HR/Payroll Procurement (Custom) Resource System (Custom) (Lawson) (SAP)

  4. Current CRM Environment Marketing We would like to target campaigns on a One to One basis? ATTRACT General Manager Who are my top ten clients? General Manager Who looks after this client globally? Partners Which products have you sold so we can complement them? Customers Which products have we bought? Customers When is our Order due? Sales Force What products have we sold to this customer? Reception Does anyone know where this client’s meeting is? Accounts What commissions need to be paid this month? SERVE SELL Operations Has anyone else spoken to the client about this? Accounts Why is the AR address different to the CRM one? Accounts What is the global price agreement?

  5. Ideal CRM Environment Marketing We target campaigns on a personalised One to One basis. ATTRACT General Manager I know my top ten clients. General Manager I can contact the global client manager. Customers We can see our product licenses on the Web and browse for new products. Partners We can manage our opportunities effectively. Customers We can check our Order status on the Web. Reception I know all planned client meeting details and can easily find the right contacts. Sales Force We know which customers have each product and have appointments to sell more. Accounts Commissions are calculated automatically. SERVE SELL Operations I can see interactions with this client from all channels. Accounts There is one central Customer record with all addresses, plus consolidated invoicing. Accounts All pricing information is stored against the Customer.

  6. Recommendation Complete CRM Analysis Project Create Change Management Team Create Internal Project Team Create Systems Integration Team Training - Current Systems CIO/HR Who CFO EDMOND CEO CIO Total Cost When 20 Mar 2002 2 Apr 2002 10 Apr 2002 10 May 2002 10 May 2002 ≈ $206.5m ≈ $80m ≈ $6m $500 K ≈ $21m Cost (USD) ≈ $19m Training - New Systems CIO/HR 10 May 2003 ≈ $80m What Next? Benefits: Win one major $500m long term contract within 6 months

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