Order Automation
Pays
Customer Management
Breakout Session –
Elemica’s Customer
Management Suite
Touch-less order processing
Increase the “perfect order”
percentage
Improved supply chain
reliability
Reduces errors
Agenda
Elemica Insights on Customer Management
– Direct research
• Surveys and user group
• CCSMG (business chapter of ICSA)
– Secondary research (Gartner, Aberdeen)
Solution Updates
– QuickLink Email and FORM
– Delivery Forecast
People Value
Automation
Holiday, sick days, and training
coverage is easier with
standard, automated processes.
Protects our business. Servicing more customers, more
efficiently keeps us strong and
profitable.
Frees up time for the important tasks like …
• Product availability and allocation
• Order growth and contract consumption analysis • Exchanges, swaps, tolls, and transportation
• Maintaining customer data
Fewer orders miss cutoff times when they flow
into automated work processes.
How do I automate
Automation impacts different
people in different ways…
Automation solves issues with incorrect product
identifiers, getting orders inside cutoff times, and high fulfillment costs in our specialty business.
Elemica has solved the problem of smaller
customers ordering with the wrong unit of measure.
My business sells commodity products. Automation fixes issues related to shipping the right product to the
correct location on the right date.
This results in 30% order cycle time improvements, 8-9%
Best practices to get there
Process Design
•
Automate the routine:
– Transactions (order, invoices)
• Standard instructions to CMIR
– 24x7 portals
• Status, trace, and reports
•
Free up brain power
– Customer inquiries / training – Expedite special instructions – Exceptions / complex orders – Customer insight / relations
Process Enablement
•
People
– Management buy-in & budget – Staff motivation and skill set
•
Process
– Automate transactions
– People manage master data – When to involve people
• ATP Accuracy
•
Technology
The Elemica Supply Chain
Operating Network
Analytics
Universal Business Concepts BI
Applications
Universal Business Concepts Rules Apps Social UI Discovery Onboarding Collaboration Apply the Right Process Derive Insight Document
Stream Document Stream
Enterprise Systems of Record Enterprise Systems of Record
Elemica Research on Order
Automation Value
Lower error correction costs
– Data keying – Paper handling
– Convert/ correct data
Improve agility in operations
– Less overtime & rush shipments
– Faster Payment
Better data quality
– Bad data costs you money – Better analytics
By automating customer and purchase orders, you can…
80% Total Cost Reduction
Customer Management
Design Concept
•
Customers manage their business process in their system
•
Customer service manage their business process in their system
•
Elemica ‘standardizes and harmonizes’ the disparate processes
•
Internal IT focused on uptime, data accuracy, and process optimization
10 EDI/XML Orders Complexity ERP Process-able Orders Your Customers Your Systems
Single Channel to Manage
Simplify and Standardize
Elemica Products
Customer Sends Seller Receives
El ec tro ni c O rd ers El ec tr oni c Cha ng es Em ai l O rd ers Pr in t O rd ers Ye ar s Or de rs in E xc el In ve nt or y Le ve ls De m and De liv er y Re ce ip t Sh ip m en t S ta tu s De liv er y Sc he du le s El ect ro ni c O rd ers El ect ro ni c Cha ng e Ord ers que ue d
Sales Order Management ✔ ✔ ✔ ✔ ✔ ✔
Repeat Order Entry ✔ ✔ ✔
Vendor Managed Inventory ✔ OP OP OP ✔ ✔
Rail Car Fulfillment ✔ ✔ ✔
Delivery Forecast ✔ ✔ ✔ ✔
11
Variation and Complexity Simplicity
Today: QuickLink
ERP and Email
Customer population
Order Volume
QuickLink™ Email
• Customer emails customer format. • Non-structured data.
• Little customer data sync.
QuickLink™ ERP.
• Customer B2B.
• Standard formats (x12, etc). • Code values (product ID, etc). • Data synch.
QuickLink Email
QuickBooks, SAGE, Excel, Word, SAP, etc.
Email Orders Email Confirmations
1
3
Buyer’s Systems Seller’s System Automatic Integration2
Automates customer’s email orders with 100% accuracy. Customer
needs no IT infrastructure other than email.
QuickLink Email Statistics
Addressing the Long
Tail
Customer population Order Volume QuickLink™ Email• Customer emails customer format. • Non-structured data.
• Little customer data sync.
QuickLink™ ERP.
• Customer B2B.
• Standard formats (x12, etc). • Code values (product ID, etc). • Data synch.
ERP Characteristics.
- Volume = highest
- Data quality = highest
- Value to automate one customer: highest
Mail Characteristics.
- Volume = high to low
- Data quality = medium
- Value to automate one customer= medium
Long Tail Characteristics.
- Volume = low
- Data quality = lowest
- Value to automate one = low
QuickLink Automates
Each Customer Segment
Customer population
Order Volume
QuickLink™ ERP. Real-time system integration
using EDI and XML. Code values (product ID, etc). Connect:$$$ Run:$$$ (Customer B2B)
QuickLink™ FORM. Customer emails
Elemica FORM. Form stops errors. Connect:$ Run:$ (No customer B2B)
QuickLink™ Mail. Customer emails customer
Delivery Forecast
Delivery Forecast 2.0
Major Upgrade
2013
Q2/Q3: 2013
Develop and test
Q4: 2013
Available in Test and Prod
Customer business scenario improvements:
• Orders / changes inside or close to cutoff dates
• Exclude requirements from processing based on shipment • Plant or product specific processing variations
Self-service and audit
• Setup screens and process • Self-service inquiry screens:
• Requirement history • Setting traceability
