W E B I N A R A Manufacturer’s Guide to CRM S P E A K E R S Clint Oram, CSO at SugarCRM Ross Peetoom, Director of Operations at Intelestream – SugarCRM Elite Partner D A T E March 27, 2019
Speakers Introduction Ross Peetoom Clint Oram Director of Operations at Intelestream CSO at SugarCRM SugarCRM Elite Partner clint@sugarcrm.com ross@Intelestream.net
Manufacturing Industry Trends Why SugarCRM for Manufacturers? Intelestream Customer Story: Agenda Aeromotive Q&A
• Industry 4.0, IoT, AI, cloud • Servitization and the recurring Industry trends shaping revenue model the future of the manufacturing industry • Digital transformation and the digital manufacturing enterprise
Industry 4.0 The term Industry 4.0 encompasses a promise of a new industrial revolution—one that marries advanced manufacturing techniques with the Internet of Things to create manufacturing systems that are not only interconnected , but communicate , analyze , and use information to drive further intelligent action back in the physical world. Deloitte Insights, January 2019 https://www.business-sweden.se/en/Trade/analysis-and-reports/reports-and-facts/do-you-leverage-industry-4.0-in-your- internationalisation/
Servitization and the Recurring Revenue Model
Servitization and the Recurring Revenue Model Servitization = Product + Services ∴ Competitive Differentiation Diversified Revenue
Servitization Examples Ford Smartlink Van Der Lande pay-per-baggage item Google nest airport conveyer system Xerox Managed Print Services MAN Truck and Bus UK – Trucknology Rolls Royce TotalCare Caterpillar Product Link GE Digital Ricoh pay-per-copy Safechem drycleaner solvent for rent Philips Light-as-a-Service Apple iTunes ESAB Weldcloud Floow2 asset sharing platform GE Healthcare remote monitoring service Bundles pay-per-use home appliances Audi Unite shared vehicle subscription Daimler Car2Go Indaver hydrochloric acid for rent
Poll Question: Does your organization currently offer value-added services in addition to your products?
“Servitization is the innovation of an organizations capabilities and processes to shift from selling products to selling integrated products and services that deliver value in use.” T O P I C S : • Business context for servitization • Competing through services • Service delivery system Made to Serve • Readiness to servitize by Tim Baines and Howard Lightfoot
Digital Business Transformation Digital business transformation is the process of exploiting digital technologies and supporting capabilities to create a robust new digital business model. Gartner
Digital Manufacturing Enterprise (DME) CUSTOMER FREQUENCY OF CONTEXT OF VALUE EXPERIENCE INTERACTIONS INTERACTIONS TRADITIONAL Reactive : React to a Little to none : None Standard : Interactions Product : Value derived customer or partner need, during use, and reflect order history and from product features MANUFACTURERS complaint or request infrequent interaction for company type sales and service DIGITAL Proactive : Create Continuous : Ongoing Customized : Interactions Services/data : Value intentionally designed dialogue enabled by reflect the customer/ shifts from product MANUFACTURING experiences that guide digital connection partner’s role, relationship features to the analytics- ENTERPRISES (DMES) customers and partners with the brand, state in enabled insights derived based on an intimate the buying cycle, location, from the physical product understanding of their environment, and other in operations situation context provided by the digital /physical connection Source: Deloitte Analysis | Deloitte University Press | dupress.deloitte.com
Modern CRM for the Digital Manufacturing Enterprise Why Sugar for Manufacturers? PROACTIVE CUSTOMER CONTINUOUS CUSTOMER AWARE OF CUSTOMER FOCUSED ON SERVICES EXPERIENCE INTERACTION CONTEXT AND DATA Sugar Mobile Hint™ Sales and Service REST APIs Intelligent Data Enrichment Automation SugarBPM™ Opportunities, Forecasting, Flexibility Automation Suite Sugar Plug-ins for Gmail and Accounts, Case Management Configuration and Integration Outlook and More Knowledge Base Dashboards and Reporting SugarUX™ I mmersive, Intuitive Interface CPQ Product Catalog, Quotes
Manufacturers Using CRM Today ELECTRONICS INDUSTRIAL & COMMERCIAL EQUIPMENT MATERIALS: PAPER, CLOTH, POLYESTER-BASED METALS, CHEMICALS, PLASTICS PRODUCTS OTHER FOOD AND KINDRED PRODUCTS AUTOMOTIVE
Poll Question: Does your organization have a CRM in place today?
What can your Sugar instance do for you?
A complete CRM solution isn’t about the software, it’s about creating a comprehensive strategy for enhancing all customer relationships, as well as your vendors, affiliates and partners.
Use Case Automobile parts manufacturer ● Customers are primarily in the Collision industry ● Provide electrical component solutions for vehicle ● repairs Request photos of their damaged components to ● cross check with online photo catalog “We needed a system that would give us a base platform to grow from but also add our unique processes in them.” Tom Carroll, CFO
A very human problem Ray Stoeckicht Senior Director, Business Development Tom Carroll Chief Financial Officer “We strive to be our customer's main solution to any of their electrical needs, while remaining competitive in today's expanding global environment." Cameron Hunter Customer Success Manager
Center of Gravity Authorize.Net Website Photo Inventory Catalog G Suite QuickBooks
Faster Order Entry 75% Website 90% Directly to Quote SUGAR API Instant Customer Reference # 15% Increased Capacity Per Rep MARKETPLACE G Suite INTEGRATION Visibility Across the Team Automated Communications 10% Phone Customers calling in have a unique reference number and the name of the sales rep responsible for their order
Quality Control Client Images Carousel Product Catalog Carousel Reduced User Error Extended Uses “We request photos of their damaged “You think you remember everything components and we cross reference about the part, but you don’t.” them with our online photo catalog.”
Safer, more efficient processing Bill Direct from the Quote Secure CC Handling Faster Payment Processing Verify the Card is Valid “This is easier for us and better customer service.”
ERP Integration Accurate Product Pricing Inventory Visibility Automated Status Updates Realize the 360° Customer View
360° view of the customer Order Statuses Shipment Information Past Invoices Email Communications Appointments & Activities
Document Control INDUSTRY CERTIFICATION “Automotive and FAA quality standards require a lot of documentation control and making sure things are in line.” “Any customer that is in this quality control area, could definitely benefit from this.”
Round up Faster Order Processing Front Office Quality Control “Not only did we streamline our process but Reduced Lead Times have reduced returns at the same time.” Automated Order Status alerts 360° Customer View Customer Trust
Relevant Resources
Q&A
Thank You! A Manufacturer’s Guide to CRM
Recommend
More recommend
