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How Mobile Commerce can Increase Salesforce Productivity and Customer Satisfaction

How Mobile Commerce can Increase Salesforce Productivity and Customer Satisfaction. Session #2013JDE-100630 Presented by: Anushree Khare. Agenda. Overview of King Architectural Metals Project History Solution Overview Solution Demonstration The Impact and Results Questions & Answers.

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How Mobile Commerce can Increase Salesforce Productivity and Customer Satisfaction

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  1. How Mobile Commerce can Increase Salesforce Productivity and Customer Satisfaction Session #2013JDE-100630 Presented by: Anushree Khare

  2. Agenda • Overview of King Architectural Metals • Project History • Solution Overview • Solution Demonstration • The Impact and Results • Questions & Answers

  3. Overview of King Metals Profile: North America’s largest provider of decorative and ornamental ironworks, with over 9,000 in-stock items and Same Day Shipping History: Originally a small metal works company in Dallas, TX, King Metals has grown to service thousands of customers worldwide. “Every order, large or small, is received with gratitude, pulled, quality-control checked and shipped with equal care and attention.” In addition to our commitment to quality, value & service, a portion of every dollar goes to support The Red Cross, American Cancer & Diabetes Societies, YMCA and Habitat for Humanity. Profile: • Decorative & Ornamental Metals • Light Construction Steel • Gate Operators • Pre-Fab Powder-Coated Fence Panels • Hi-Def CNC Plasma Cutter • Hardware • Full Metal Service Center • KINGMETALS.COM • E-Catalog • 1,400 FREE Design Concepts • DWG Files for Decorative Metal Components • Stainless Steel Glass, Cable & Rod Assemblies

  4. Decorative & Ornamental Metal

  5. Light Construction Steel & Custom Plasma

  6. Project History • Hosted storefront linked to a non-JDE ERP • Hidden behind host firewall, hence, limited SEO crawling • Low flexibility on changes • Poor internal search engine • Not mobile enabled • Web customer service and order processing • Slowest way to place an order (web order printed and reentered due to restricted anonymous shopping) • Highest cost/order due to manual order processing • Inaccurate pricing-no recognition of marketing promotions on the web • No payment confirmation- lacked working with credit card authorizations • Low quality service- lacked product availability confirmation, order status

  7. Goals for E-Commerce with EnterpriseOne • Proven E-Commerce and Mobile solutions fully integrated with JD Edwards EnterpriseOne • Better web visibility • Deliver world-class customer self service over the web to decrease call center volume • Intuitive, easy-to-use mobile storefront integrated with EnterpriseOne • Real-time capabilities- product availability, order status, history inquiry, order confirmation, credit card authorization, etc. • Same day delivery for orders received by 4:00pm • Integrate all sales channels- adding web to current call center channel • Increase internet revenues and web order mix (internet vs. phone) • Drive down order processing costs with near-zero cost web orders • User Friendly Administration, less IT dependency • PCI-DSS complaint and allowing web users to save their credit card for future reference • Provide shipping estimates

  8. E-Commerce and MobileSolution Evaluation • E-Commerce Solutions Considered • Previous failed JDE implementation left us looking for CC Processing implementer • Evaluated 4-5 alternatives, selected Premier’s SmarterCommerce for CC Processing and E-Commerce • Key Decision Drivers • Completeness and ease of integration-real-time with EnterpriseOne • SEO optimization flexibility • Avoidance of duplicate data • Overall solution value and benefits • Fixed fee implementation • Rapid deployment

  9. JD Edwards and SmarterCommerceImplementation History Evaluate new JD Edwards Partner Implement JD Edwards and SmarterComerce (Call Center/CC) Implement SmarterComerce (Web Storefront) Leverage SmarterCommerce (New branding / E-Catalog Web Payments Live Chat / Advanced Search) 2013 2012 2009 2010 2011 E-Catalog 4/2012 5MB Fiber Optic 8/2012 Web Project Starts 3/2011 Project Starts 11/2009 Go “Live” 3/2011 JDE (Finl/Dist/Mfg) SC (Call Center/CC) SLI Search 10/2012 Simplified WEB Design 7/2012 7/2009 “Live” Web Storefront 9/2011 Mobile Storefront Project

  10. Multi-Channel Commerce at King Metals E-Commerce B2C/B2B • Internet Orders • Online Inquiries • Financial Management • Order Management • Manufacturing Management • E-Commerce Web Storefront • Credit Card Processing • Enhanced Sales Order Customer Service Representatives (CSRs) • Call Center Orders • Fax and Mail Distribution Centers Stores • Store Orders

  11. Web Storefront and MobileDemonstration

  12. The Results… • Dramatic improvements in customer service levels by: • Streamlining internet order entry/processing • Intuitive web storefront for customer self-service • Real-time capabilities- advanced pricing, credit card authorization, product availability and back order processing • Enhancing customer visibility to their order with email messaging • Improving customer order accuracy and satisfaction with self-service • Dynamic advanced pricing engine for promotion across all sales channels • Increased revenues- cross-selling products and web promotions • Dramatic reduction in web order processing costs • Increased control over web order processing and fulfillment • Ease of integration with 3rd party tools • Friendly Administration Workbench – Less dependency on IT from Marketing

  13. The Results… Areas that most benefited from above were Sales, Customer Service and Credit

  14. Recap of Key Lessons Learned • Importance of real-time Integration between Web Storefront and JD Edwards Order Fulfillment • Comprehensive JD Edwards integration is a vital enabler for our customer self-service and our same-day shipping strategies (Address Book/Customer Master, Sales Order, Pricing, Inventory, AR) • Key to obtaining near zero ($0.00) cost web orders • No duplication of data and redundant logic (customers, products, pricing, availability) • Solution Must Allow for the Leveraging of Current Investments in E-Commerce • Must permit our company and product branding to be respected and easily evolve • Provide options for re-use of current web product content • Intuitive Customer Collaboration Interface and Ease of Use • “Zero training” customer buying experience • Highly productive dynamic user navigation instead of sequential navigation • Importance of Rapid Implementation and Deployment • Delivering fast benefits is critical to management support for E-Commerce • Target timetable should deliver results in 60-150 days

  15. Questions and Answers Anushree Khare, Sr. Business Analyst • (214) 438-8187 • anushree.khare@kingmetals.com

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