© 2015 Scribe Software Corporation. All rights reserved. 1

Nicolas Führs

CRM Development Manager

Konica Minolta Business Solutions Europe GmbH

Nicolas.Fuehrs@konicaminolta.eu

Case Study

2

Agenda

• Corporate background

• Challenge

• Solution

• Results

• Next steps

• Q&A

4

Corporate Background

5

Corporate Background

Billion ¥SALES BREAKDOWN BY REGION

(FY 2014) 1,002.7

Consolidated net sales (FY 2014)

Approx.

8,800

employees throughout

Europe contribute to help

our clients concentrate on

what they do best: their

business

Active in 50 countries throughout

Europe and

172

NO

RT

H A

ME

RIC

A

countries throughout the

world

EU

RO

PE

JA

PA

N

AS

IA &

OT

HE

R

23% 33% 19% 25%

6

Challenge for the CRM Project

• Cost

Replace various legacy CRM systems in 26 European country organizations

• Efficiency

Increase efficiency, automation of sales order process and a holistic view on the customer base

• Sales

Increase customer retention and analytics capabilities for Marketing, Sales and Services processes

7

Challenge for the Integration

• Migration and integration

Migrate and integrate data spread across CRM systems from 26+ countries into one central CRM database and integrate CRM with two ERP platforms (SAP;NAV) and other third-party systems.

• More efficient communication

Eliminate need for sales to communicate with ERP staff by phone and email to answer queries regarding customer orders, customer credit, and invoices.

• Real time information

Empower senior management with real-time access to key performance indicators to assess business activity and sales pipelines.

8

Solution

• Meets in-country requirements and adheres to corporate policies so data can be compiled in a single unified system—Microsoft Dynamics CRM.

• Converts prospects into customers without creating duplicate entries.

• Facilitates management of product compatibility, bundling and pricing through imports that externally allocate source files.

• Publishes aggregated CRM data to reseller channel portals and allows resellers to query the database.

• Processes scheduled file imports/exports into CRM in different formats, e.g. CSV, XML

9

Solution - Project Overview

MS CRM 2015

Roll-Out Europe

Roll-Out APAC

Upgrade 2015

Performance

Bi-directional Interfaces

Harmonization

Data Governance

Marketing

EPC

2010 2011 2012 2013 2014 20162015

MS CRM 2011MS CRM 4.0

Pilots

Deployment Automation

Test Automation

Technical Functionality

Business Functionality

MS Dynamics

10

Solution

• General Microsoft CRM figures

Facts Amount

Users in Europe 2.500

Supported countries in Europe 20

Users in APAC 250

Amount of data 1 Terra byte

Connected ERP systems 18

11

Solution

• General Scribe Integration figures

(IP = Integration Process)

Integration Component Amount

Scribe Queue Publisher 93

Scribe Queue IP 77

Scribe Query IP 19

Scribe Time IP 6

Scheduled tasks 24

TOTAL 219

12

Solution

0

10

20

30

40

50

60

June July August

Mill

ion

s

Scribe Performance

Source rows

Operations

Average per month Average per day

Source rows ~23.100.000 ~770.000

Operations ~48.800.000 ~1.626.600

13

Results

• Gives sales team immediate access to customer and product order data—without communicating with personnel from other departments.

• Provides senior management in Europe and Asia as well as corporate headquarters in Japan with business performance analysis in real time.

• Allows direct sales teams and reseller partners to generate quotes with greater accuracy through automatic product catalog updates.

• Documents sales processes with real-time information by uploading sales orders from ERP system into CRM system and linking customer, sales order and quote records.

14

Lessons Learned

• Design it right

◦ Redesigning running integrations is cost intensive

• Be transparent towards the business

◦ Let no room for discussions about the actual integration status

◦ Let the business see and solve business related integration errors

15

Lessons Learned

• Technical performance tweaks

Do not search for special tricks - get trained!

• Best performance improvement is

Minimize the amount of data – Reduce the number of source rows

16

Next Steps

• Upgrade to the latest Scribe Version

• Distribute Scribe Knowledge

• Upgrade from Microsoft CRM 2011 to Microsoft CRM 2015

• Marketo integration pilot

Thank you!

Q&A Contact me at:

Nicolas Führs

CRM Development Manager

Konica Minolta Business Solutions Europe GmbH

Nicolas.Fuehrs@konicaminolta.eu