Case Study: How Stanley Security Solutions implemented
SAP CRM for sales and service
Jamie Lee, Stanley Security Solutions
Ashis Baral, GyanSys
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Presenter Bio
Jamie Lee
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IT director at Stanley Black and Decker
20 + years of experience in SAP® project management
Graduate of Purdue University
Ashis Baral
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SAP CRM Solution Architect at GyanSys Inc
7 + years of SAP CRM experience in sales, marketing, service modules
Worked for SAP Labs and Deloitte Consulting LLP,USA
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GyanSys Brief Overview
Offices
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Global headquarters –Indianapolis, IN
US Offices - NJ and TX.
International - Netherlands, Philippines and India
WBE Certified
Partnership –
SAP & Microsoft
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SAP’s National Services Partner
SAP Ramp-Up PPM 5.0 , PLM 7.01, SRM 7.01
SAP Co-Innovation Lab Partner
In-House System for POC/Conference Room Pilot
Our Services
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Assessment and Evaluation,
Implementation and Development
Testing , Training, and Support
System Optimization
Engagement Model
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300+ consultants globally
Part-time Pooled blended hours
Onsite, Near-Shore and Offshore
SLA driven and Metrics reporting
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Our Differentiation
•Pedigree (Hire the best) -Academics & Experience
•Investments on building
skills
•Retention with focus on
growth opportunities.
•Delivery Best Practices
•Adopting Best Processes
• Stringent Reviews
Your Benefits
Employee
Engagement
Technology
Process
Fiscal
Prudence
•Focus on operational
efficiency
•Low Capital Investments
•Leverage
Communications
advancements
•Focus on SAP & MS
•Business Suite Expertise
on NetWeaver Platform
•Domain Expertise
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Experienced teams
 Rapid Project
execution
 Lower TCO
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Alignment to Client
IT ecosystem and
Priorities
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Responsiveness and
flexibility in
engagement
GyanSys CRM Competency
Industry Expertise
Functional Team
CRM Technical Team
Process
Demo
• Very knowledgeable consultants from various industries like High Tech,
Manufacturing, Public Sector, Health, Fashion and Apparel, Retail and
Distribution , having in-depth knowledge about CRM processes
• Our expertise in all key areas of CRM such: Sales, marketing, Service,
Interaction Center, E-commerce, Field/Mobile solutions
• We have expertise in all technical areas of CRM such as webclient UI,
Middleware, CRM frameworks such as one order and CGPL ,BSP and core
ABAP
• We execute all our projects with Run SAP methodology
• We follow strict quality guidelines for all our deliveries
• We have CRM demo system with various CRM solutions customized and
ready for demo to help the client with POCs before any actual
investment
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Our Rapid Deployment Offerings
SAP CRM Major Features
6 Weeks
Implementation
Account & Contact Management
Opportunity Management
Pipeline Performance Management
Activity Management
Lead Management
Lean Campaign Management
Interaction Center for Tele-Sales
Quotation Management
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9 Weeks
Implementation
12 Weeks
Implementation
About this Presentation
 Client is world’s largest producer of hand tools and
accessories as well as a leading provider of commercial
security solutions
 More than 300 CSRs, technicians, contractors, credit analysts support their
day-to-day process within the Security Solutions business
 Their need was to streamline the process around Order entry for product,
installation and service coordination with a single customer order
 They wanted a user friendly, intuitive and customer centric application
 Needed a seamless integration to their SAP backend R/3 4.7
 Presentation will focus on:
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Why client choose SAP CRM service management?
Challenges in the implementation
Value and performance driven solution by GyanSys
Snapshots from the live system
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Agenda
About Stanley
Stanley Business Process
Why SAP CRM?
Challenges
Our Solution
Business Benefits
Q&A
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Agenda
About Stanley
Stanley Business Process
Why SAP CRM?
Challenges
Our Solution
Business Benefits
Q&A
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About Stanley
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Stanley Black and Decker – S&P 500
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$10.4 billion annual revenue
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15000+ employee worldwide
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50,000 products
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Core business divisions:
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Construction and DYI
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Industrial
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Security
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Stanley Black and Decker -Brands
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Stanley SAP Initiatives
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Executing supply chain processes using CRM & R/3 modules for Security
Solutions business processes
 Order capture, confirmation & acknowledgements
 Credit management
 Service Installation Coordination and Confirmation of Time and Materials
 Setup Billing Confirmation for Invoicing out of R/3
 Manufacturing through Shipping all on R/3
 Branch network on CRM & R/3
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Using R/3 version 4.7 for MM,SD,PP,CS,FI,HR and PS modules
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Went live on CRM7.0 in 2011 (13 branches “big bang” conversion from R/3 only,
then 2 offices, then 1 by 1)
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R/3 as a “stand alone” solution for Installation & Service coordination with advance
replacement parts not viable for various reasons
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Main issue: Sales & Distribution Order # and Service Mgmt Order # for same customer
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Agenda
About Stanley
Stanley Business Process
Why SAP CRM?
Challenges
Our Solution
Business Benefits
Q&A
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Stanley Business Process
Saleforce.com
Campaign
Lead
Opportunity
SAP CRM
R/3
R/3 Order
CSR takes order
Order fulfillment
Contract
Order entry
Confirmation
Billing
MSMA
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Picking
Packing
Warehouse
Transport
Scheduling
Execution
BI
SAP CRM Business Process
Order Entry
Service
Dispatch
Service
Confirmation
Billing
Confirmation
R/3
Order replication
Credit Check
ATP check
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Debit memo
request
Billing
Agenda
About Stanley
Stanley Business Process
Why SAP CRM?
Challenges
Our Solution
Business Benefits
Q&A
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Why we chose SAP CRM?
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User friendly and intuitive UI
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Web based application
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Connects seamlessly to the existing backend system
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More flexible framework for accommodating any complex change to support the business
process
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Gives a 360-degree view of the customer
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It supports all the R/3 processes such as pricing, billing and variant configuration
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SAP CRM 7.0 exposes Web Services we expect to utilize integrating to SFDC
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Agenda
About Stanley
Stanley Business Process
Why SAP CRM?
Challenges
Our Solution
Business Benefits
Q&A
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Solution Challenges
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Complex pricing
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Long list of product line ( 50,000 + )
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Variant Configuration was needed for the process
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Integration point with legacy systems based mainframe, .Net etc
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Middleware performance
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Compatibility of CRM7.0 with R/3 4.7
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CRM Implementation Challenges
Yet another SAP CRM service Implementation…What’s the big deal ?
 Single order should contain both sales and service items and same should continue
to confirmation as well
 Order should be able to handle 200 or more line items without performance issues
 Order should handle product having description more than 90 characters
 Confirmation should trigger not only timesheet entry in R/3 , but also a debit memo
request in R/3 for billing
 External credit check with complex triggering logic
 Org determination on multiple partner function changes in stead of single
 Manual pricing entry on the Item grid itself
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Agenda
Stanley Business Process
Why SAP CRM?
Challenges
Our Solution
Business Benefits
Q&A
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Our Solution
Built a Bolt-on application called ‘Fast Entry’
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Our Solution
Built a Bolt-on application called ‘Fast Entry’
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Our Solution
Built a Bolt-on application called ‘Fast Entry’
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Our Solution
Web UI jugglery to allow product description up to 93 characters
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Our Solution
Service confirmation enhanced to have materials as well as service items
Service item1
Order
Standard
Confirmation
Service item2
Service item3
Service item1
Order
Custom
Confirmation
Material item1
Material item2
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Our Solution
Introduced a new concept called Billing confirmation
Service Order
Service
Confirmation
Billing
Confirmation
Debit memo
request in R/3
This was an
innovative way to
bill both material
as well as service
after confirmation
is done
Timesheet Entry in
R/3
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Our Solution
Easy Entry field Introduced for manual pricing entry on item grid
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Our Solution
Org determination for multiple partner function
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Agenda
Stanley Business Process
Why SAP CRM?
Challenges
Our Solution
Business Benefits
Q&A
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Business Benefits
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Better user experience for order entry
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Enhanced system performance
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Fast Entry application
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Business process got more streamlined because of connectivity of CRM system to ECC
backend
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Improved the efficiency of the CSRs drastically
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CRM system was able to handle complex nomenclatures up to length 93 characters
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Agenda
Stanley Business Process
Why SAP CRM?
Challenges
Our Solution
Business Benefits
Q&A
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Questions
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GyanSys – Contact Information
GyanSys Inc.
8440 Woodfield Crossing Blvd., Suite #290
Indianapolis, IN 46240, USA
O: (+1) 317 580 4200
Email: sales@GyanSys.com
www.GyanSys.com
Visit our Booth # 130 for
detailed discussion with our
Solution Architect
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Disclaimer
SAP, R/3, mySAP, mySAP.com, SAP NetWeaver®, Duet®, PartnerEdge, and other SAP
products and services mentioned herein as well as their respective logos are trademarks or
registered trademarks of SAP AG in Germany and in several other countries all over the
world. All other product and service names mentioned are the trademarks of their
respective companies. Wellesley Information Services is neither owned nor controlled by
SAP.
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