Hosted by Fernando Ferre Director of Finance & Operations Newspaper & New Media Markets The Associated Press
Hosted by Company Overview l Founded in 1848, The Associated Press is the oldest and largest news organization in the world, serving as a source of news, photos, graphics, audio and video to the media market and corporations.
Hosted by About The AP l 1, 700 U. S. newspapers l 5, 000 U. S. radio/TV outlets l 8, 500 international media customers l 500 new media and corporate customers l 121 countries served by AP l Total 242 bureaus worldwide l 3, 700 employees worldwide
Hosted by SAP CRM Initiatives at AP l Live Sept. 2002 for AP Digital, new media division of AP. • Enhancements to AP Digital implementation in 2003 l Project organized for Newspaper implementation beginning of 2004. • Go live November 2004 l By then, CRM will support substantial revenue base for AP.
Hosted by New Media Market (AP Digital) CRM Implementation
Hosted by Landscape Pre-CRM l Systems: • Excel – prospect, sales activity and contract management • Filemaker – order processing, trials and customer database • • SMART – service management and billing PA Billing – invoicing l Manual entry, redundant data between systems l No integration of systems l No standardized reporting from a central system • No reporting flexibility for analysis
Hosted by CRM Objectives l Centralize account, contact, order, opportunity, and contract management l Support customer interaction cycle – from customer acquisition, order fulfillment to billing and support l Provide a single customer view l Deploy reporting tools for business analysis l Align systems with corporate direction End Goal: Better customer and business management
Hosted by Software Selection Process l SAP HR implemented l SAP CRM had the required functionality l SAP provided a platform: • • phase in functionality as we were ready ride SAP’s product development curve
Hosted by SAP Production Versions l SAP R/3 Release 4. 6 C: Live with SAP HR Master data, Org Data & Benefits, Payroll l CRM Release 3. 0, Upgraded to 4. 0 l Business Warehouse 3. 0 B
Hosted by Business Process
Hosted by Functionality Implemented l Campaign Management l Customer Interaction Center l Order Processing l Product Management l Opportunity Management l Service Contract Management l Business Warehouse
Hosted by Implementation Timeline l Total implementation time – 5 Months l Project Started on April 2002 l Live on September 2002 l Staffing Internal : 3 External: 4
Hosted by Campaign Management l Two types of Campaigns • E-mail and phone campaigns l Target Groups are created based on: • CRM Master Data (Marketing Attributes, SIC Codes, Est. Rev, # of employees, Address information etc) • Information from BW
Hosted by Call Lists in CIC
Hosted by Customer Interaction Center l Used to track customer interaction history l Used to create/modify all the transactions e. g. : • Activities, Opportunities, Service Contracts, Business Partners, etc from a single screen. l Configuration Flexibility based on user requirements
Hosted by Customer Interaction Center
Hosted by Business Activities l Used for Order Processing • • Trial Order Notifications Service Order Notifications
Hosted by Activity Screen
Hosted by Activity Monitor l The Activity Monitor is used to call up lists of all the activities that have been created in the system, according to various criteria such as date and completion status
Hosted by Activity Monitor l The output can be sorted by any column l Layout can be customized for each user
Hosted by BW: Order Fulfillment Report
Hosted by Product Management l Product hierarchies l Flexibility of reassigning product categories l Product pricing • Customer & Product • Product l Billing frequencies • Monthly • Quarterly • Yearly • One Time Fees
Hosted by Opportunity Management l Logs sales prospects, requested products, sales prospect’s budget, potential sales size , estimated sales probability and expected closing date l Information is used in sales pipeline
Hosted by Opportunity Management
Hosted by BW: - Sales Pipeline report
Hosted by BW: Lost Opportunities Report
Hosted by Service Contract Management l Represents relationships with customers. l Contains detailed information about contract with customer: • Contract Start Date, End Date, Renewal Date • • Terms, Services, Delivery methods Billing Frequency, Billing Plan for Services, Royalty Information
Hosted by BW Reports: Service Contracts l Contracts signed in the current year l Contracts terminated in the current year l Contracts renewed in the current year l Contract to be renewed for a given period l List of contracts based on sales reps, royalty information, territories & other criteria
Hosted by Business Warehouse l Used for reporting & data analysis l Used for creating target groups for campaign management based on complex queries l Generate ad hoc reports for managerial decisions
Hosted by CRM Billing l Billing through CRM application, which is integrated with current non-SAP invoicing and financial application l Contracts have billing documents • • • Billing Due Lists Processing of incorrect billing due lists Cancellation of Billing Documents Credit Memos/Debit Memos Much work went into mid-period billing rate changes
Hosted by CRM 4. 0 Upgrade l Territory management l Alerts for contracts l Customer hierarchies l External list management l Workflow functionality l Web client – not yet implemented l Royalties and sales commissions – not yet implemented
Hosted by Benefits of SAP CRM l “Orders don’t get lost” l Interaction History for future reference, with ability to store customer, product, transaction information l No Redundant data entry – resources redeployed • Eliminated costs of - $130 K l Standardized reporting from a Central System
Hosted by Benefits - CRM Data Sharing Campaign Management Opportunity Management Trial Contracts Service Contract Billing Marketing Sales Client Relations Customer Support / Management / Entitlements Billing l Enhanced coordination of the various functions l Better information about our customers and business
Hosted by Newspaper Market CRM Implementation
Hosted by CRM Objectives in Newspapers l Improve customers’ experience with the AP l Produce efficiencies in ordering and fulfillment processes l Provide analytic tools to assess customer relationships and behavior l Improve Sales
Newspapers CRM Deployment Hosted by Market/ Advertise Customerfacing AP Activities Promote/ Campaign Sell Entitle Provide Up-sell/ Cross-sell Corporate Marketing Account Specific Marketing Sales Support Contract Mgmt Order Fulfillment, Billing Customer Support Back-office Execution • NNMM Customer Hierarchy • NNMM Product Hierarchy • Marketing Collateral (external visit report application and sales support site will be available) • Contact Management • Sales pipeline reporting • Workflows to route trials and orders to actors and approvers • PA Billing integration for APDigital • Workflows to alert sales & support of pending trial and contract terminations Capture Customer Interaction History Robust business analytics and reporting • NNMM view of customers
Hosted by Customer Hierarchy
Hosted by CRM Functionality l Order processing l Opportunity management l CRM Pricing l Contract management l Workflow functionality
Hosted by Get Organized l Right team with clear accountability l Project management and tools l Communication and teamwork l Have a good grasp of the big picture, but no detail is too small
Hosted by Lessons Learned l Set realistic expectations l Don’t underestimate data migration l Involve users from start – requirements, testing, data migration, training l Phase in CRM – with sight on the future, new modules, other business units (scalability) l If you encounter errors, check the SAP notes, then create a OSS message
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