Learn How eCommerce Can Grow Your B2B Business Scott Harris 路 Application Development Manager 路 Dunn Solutions Jack Bolous 路 Senior Consultant 路 Dunn Solutions
Agenda • • • • • •
Introduction to Dunn Solutions Group Ecommerce Growth B2B Ecommerce Challenges SAP hybris - Meeting the Challenges Demonstration Questions
Dunn Solutions is a full-service IT consulting firm founded in 1988
Minneapolis Delivery ďƒ— Training
Chicago Delivery
Raleigh, NC Delivery ďƒ— Training
Bangalore, India Delivery
Practice Areas
Application Development •
Portals
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eCommerce & Content Managed Websites
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Mobile App Development
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Custom App Development
Analytics
Training
Solutions
Frameworks
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Analytics & BI Platforms
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Certified SAP/Liferay
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Accountable Care Orgs (ACO’s)
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Data Warehouse & Data Integration
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Classroom, Onsite, Computer Based & Virtual
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Corporate Legal
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Higher Education
Predictive Analytics
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Optical Shop
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Mentoring & Custom Training
SAP Partnership Classrooms
1995
Minneapolis
Raleigh, NC Present
SAP Gold Partner
Top level, partner since 1995
National coverage
Authorized Education Partner since 1995
Agenda • Introduction to Dunn Solutions Group
• Ecommerce Growth • B2B Ecommerce Challenges • SAP hybris - Meeting the Challenges • Demonstration • Questions
Ecommerce Growth – U.S. Projections • U.S. Ecommerce sales will grow to $414 billion in 2018 according to Forrester • eMarketer predicts ecommerce sales to grow to $491.5 billion by 2018
Source: Internet Retailer
B2B Ecommerce / 7
B2B Ecommerce Growth – U.S. Projections • U.S. B2B Ecommerce sales will exceed $1.13 trillion by 2020 according to Forrester • U.S. B2B Ecommerce sales will grow to nearly $1 trillion by 2018, more than twice the $414 billion in B2C Ecommerce
B2B Ecommerce / 8
B2B Ecommerce Growth Factors • 74% of B2B buyers research 50% or more of their purchases online
• 30% of B2B buyers purchase online 50% or more • Forrester expects 56% of B2B buyers to purchase online 50% or more by 2017
• 60% of B2B buyers spend more overall when they can buy through online and offline channels
B2B Ecommerce / 9
Agenda • Introduction to Dunn Solutions Group
• Ecommerce Growth • B2B Ecommerce Challenges • SAP hybris - Meeting the Challenges • Demonstration • Questions
Current B2B Ecommerce Challenges • Customers want an individualized experience
• Customers are demanding increasing levels of service and convenience • Rising costs to service a larger number of smaller clients • Companies must manage many customers with different terms and contracts • B2B purchases often require special approval workflows
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Customers Want an Individualized Experience • Customers don’t want to receive offers about products that are not important to them
• Customers expect sites to recognize them and adapt offers to items relevant to their past activities • Sites should offer discounts on items relevant to “me” • Suggest new products of interest to “me”
• Sites should recognize “me” as a good customer
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Customers are Demanding Increasing Levels of Service and Convenience • B2B buyers are expecting a B2C-like buying experience • Everything they want to buy is available online • Finding products they wish to purchase is easy
• Customers expect to manage their accounts easily • Manage who can make purchases • Determine purchase limits • Review past purchases and reorder easily
• Customers expect to find all of the information they need to make effective decisions • Product Specifications • Certifications • Documentation
• Customers expect more self-service capabilities
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Rising Costs to Service a Larger Number of Smaller Customers • 80/20 Rule • 20% of your customers generate 80% of your business • Remaining 80% only generate 20% of your business
• Time needed to service a smaller customer requires the same amount of time as servicing a larger customer
• Manual processes require more people and time as the number of customers grows
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Companies Must Manage Customers with Different Terms and Contracts • Some companies have contracts with every customer • Each contract specifies unique terms and pricing
• Customers may only want specific products available for purchase
• Vendors may specify products only be sold in specific regions or to specific customers
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B2B Purchases Often Require Special Approval Workflows
• Customers may require specific approvals for purchases • May be based on employee level or order amount
• Account Managers may need to review or approve customer orders • May be required for special product orders • Credit limit may need to be reviewed or approved • Inventory needs to be checked to ensure other commitments can still be met
B2B Ecommerce / 16
Agenda • Introduction to Dunn Solutions Group
• Ecommerce Growth • B2B Ecommerce Challenges • SAP hybris - Meeting the Challenges • Demonstration • Questions
SAP hybris • Omni-Channel ecommerce platform • • • •
Provides similar customer experience across multiple channels Online, mobile, point-of-sale, call center, social media and print Launched in 1997 Acquired by SAP in August 2013
• Strong Product Content Management capabilities
• Customized catalogs and pricing per customer or segment • Supports products with multiple characteristics
• Complete Order Management capabilities • • • • •
Order approval rules and workflows Payments Fraud Checking Warehouse Integration Punch-Out Support
• Integration with SAP systems
• 50% of B2B customers use SAP
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How We Can Provide Customers With an Individualized Experience • Create individualized experiences with Content Targeting • “Market of One” • Amazon buying experience
• Present customers with personalized offers based on past activity or characteristics • Show special cross sell and upsell items • Customize pricing for different groups of customers
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How to Provide Customers With Increased Levels of Service and Convenience • Ensure all products are available online for purchase • Provide Self-Service for B2B customers • • • • • • •
Add and remove employees/users Assign rights to employees Setup individual purchasing limits Configure approval rules and workflows Manage cost centers and budgets Auto-replenishment of orders Request Quotes
• Post all relevant documentation online to help with decision making • Provide “Punch Out” service for larger customers
• Temporarily “Punch-Out” from company procurement system to purchase from B2B site • Purchase information is transferred back to company procurement system
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How to Service Increasing Numbers of Smaller Customers More Efficiently • Make it easy for customers to purchase from as many channels as possible • 52% of B2B companies have reduced their customer-support costs by migrating customers online
• Provide Self-Service capabilities to make purchasing quick and easy • • • •
Review previous orders Check order status Reorder previous order B2B selling costs can be reduced 90% using self service ecommerce features
• Setup auto-replenishment order capabilities
• 56% of B2B companies have customers that are only profitable through online channels B2B Ecommerce / 21
How We Can Support Unique Contracts • Able to create custom catalogs for customers • Able to create Secure Customer Portals Cog Widget Spinner Driver
$45 $69 $20 $109
Company A Cog Widget Spinner Driver Whatsit
$50 $79 $29 $129 $75
Cog Widget Spinner Driver
Rules
Master Catalog
$50 $79 $29 $129
Company B Cog Widget Spinner Driver Whatsit
$40 $69 $19 $119 $75
Company C B2B Ecommerce / 22
How We Can Enable Special Approval Workflows • Allow customers to setup custom approval processes • Can be based on dollar amounts, employee role, or product
• Able to setup processes to require vendor/company approval when necessary • Special approvals for new customers, order quantities, or specialty products • Credit limit approvals
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Our Ecommerce Platform Needs these Important B2B Features • Custom Catalogs and Pricing • Content Targeting for Customers • Self-Service Account Management • • • • • •
Assign rights to employees Setup individual purchasing limits Configure approval rules and workflows Manage cost centers and budgets Auto-replenishment of orders Request Quotes
• Multi-Channel
• Order offline, online, and mobile • Customer experience is similar across all channels
• Secure Customer Portal • Punch-Out Support
• Temporarily “Punch-Out” from company procurement system to purchase from B2B site • Purchase information is transferred back to company procurement system
B2B Ecommerce / 24
Agenda • Introduction to Dunn Solutions Group
• Ecommerce Growth • B2B Ecommerce Challenges • SAP hybris - Meeting the Challenges • Demonstration • Questions
Summary • Creating a successful Ecommerce strategy is critical to growing your B2B business
• Companies face numerous challenges to successful B2B Ecommerce • Creating Individualized Experience • Different Terms & Contracts • Increased Service & Convenience • Special Approvals • Rising Costs of Smaller Customers • Products Available Online & Offline
• Implementing a full-featured ecommerce solution, like SAP hybris provides B2B features needed to be successful • • • • • •
Custom Catalogs & Pricing Content Targeting for Customers Self-Service Account Management Multi-Channel Secure Customer Portal Punch-Out Support
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Questions
Scott Harris ¡ Application Development Manager ¡ Dunn Solutions info@dunnsolutions.com
Fueling B2B Growth • Utilizing a full-featured multi-channel ecommerce platform, like SAP hybris, companies are able to better service their B2B customers and meet their needs • Companies utilizing full-featured ecommerce platforms are able to streamline operations and increase efficiency
• Customers buying both online and more in total and per order • Utilizing multi-channel and self features, customers are more
offline buy service loyal and engaged
Today’s Ecommerce / 28