CRM Project – Initial Findings Premium Oil Services 26 March 2002 EDMONDEDMOND
Copyright Edmond Consulting, All rights reserved. EDMONDEDMOND Corporate Background Core Business Units: 1. 1.Oilfield Services 2. 2.Technology Consulting 80,000 Employees globally $14b USD in Revenue (2001) Three key values: 1. 1.People 2. 2.Technology 3. 3.Profit
Copyright Edmond Consulting, All rights reserved. EDMONDEDMOND Existing Information Systems Employees (Smart Card Security) Employees Internet Web Sites Wide Area Network Financials & HR/Payroll HR/Payroll Financials & HR/Payroll HR/PayrollFinancials & Time & TimeFinancials Resource System (Custom) (Custom) LDAP Security (Custom) (Custom)CRMCRM Procurement(Custom)Procurement(Custom) Sales Compensation (Spreadsheet) (Spreadsheet) Asset Tracking (Custom) (Custom) Log Track (Custom) (Custom) (Lawson)(SAP) (Siebel)
Copyright Edmond Consulting, All rights reserved. EDMONDEDMOND Current CRM Environment Operations Has anyone else spoken to the client about this? ATTRACTATTRACT SELLSELLSERVESERVE Reception Does anyone know where this client’s meeting is? Accounts What is the global price agreement? Accounts Why is the AR address different to the CRM one? Accounts What commissions need to be paid this month? Sales Force What products have we sold to this customer? General Manager Who are my top ten clients? General Manager Who looks after this client globally? Marketing We would like to target campaigns on a One to One basis? Partners Which products have you sold so we can complement them? Customers Which products have we bought? Customers When is our Order due?
Copyright Edmond Consulting, All rights reserved. EDMONDEDMOND Ideal CRM Environment ATTRACTATTRACT SELLSELLSERVESERVE Operations I can see interactions with this client from all channels. Reception I know all planned client meeting details and can easily find the right contacts. Accounts All pricing information is stored against the Customer. Accounts There is one central Customer record with all addresses, plus consolidated invoicing. Accounts Commissions are calculated automatically. Sales Force We know which customers have each product and have appointments to sell more. General Manager I know my top ten clients. General Manager I can contact the global client manager. Marketing We target campaigns on a personalised One to One basis. Partners We can manage our opportunities effectively. Customers We can see our product licenses on the Web and browse for new products. Customers We can check our Order status on the Web.
Copyright Edmond Consulting, All rights reserved. EDMONDEDMOND What Next? RecommendationWhoWhen Cost (USD) Complete CRM Analysis Project EDMOND 20 Mar 2002 $500 K Create Internal Project Team CEO 2 Apr 2002 ≈ $6m Training - Current Systems CIO/HR 10 Apr 2002 ≈ $80m Create Systems Integration Team CIO 10 May 2002 ≈ $21m Create Change Management Team CFO 10 May 2002 ≈ $19m Training - New Systems CIO/HR 10 May 2003 ≈ $80m Total Cost ≈ $206.5m Benefits: Win one major $500m long term contract within 6 months