Paragon’s Digital Transformation - RainFocus .• Oracle CPQ (Configure/Price/Quote) • Oracle

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  • Paragons Digital Transformation

    Jonathan StuartChief Technology OfficerParagon

  • Oracle Sales Cloud

    A Multinational Rollout Project

    Oracle Modern Business

    London 1-2Feb17

    (Real-life tales fromthe battlefield )

  • ABOUT PARAGON

    Paragon is an international company offering business solutions to customers in 45 countries worldwide.

    Our solutions in Document, Marketing, Identification and Traceability help our clients to manage and profit from change.

    We help our customers transform their businesses, to connect with their customers both physically and digitally

    4BN

    SALES

    400MEBITDA

    24M

  • PARAGON GROUP LIMITED

    Report & Financial Statements

    30 June 2016

  • UK NATIONWIDE (~55 LOCATIONS)

    Sunderland Exterior

    High street branch, Hammersmith

    Inbound scanning centre

  • EUROPEAN NETWORK GLOBAL REACH

    Significant presence in 12

    European countries

    Offices in USA and Australia

    Sales to 40+ countries

    worldwide

    Approx. 150 direct sales staff

    Potential CRM community 300+

  • France35%

    UK27%

    DACH13%

    Scandinavia9%

    Eastern Europe7%

    BENELUX6%

    Iberia2%

    USA & Australia1%

    Loyalty & Retail

    (online/offline)18%

    LOGISTICS & MAIL15%

    TRANSPORT (PUBLIC & PRIVATE)

    13%

    Automotive, Engineering, Construction

    10%

    Hotel & Leisure12%

    Financial Services

    10%

    Public Sector, Health and Education

    9%

    Energy, Utilities, telecoms

    7%

    Others6%

    2016 Revenues by sector 2016 Revenues by region

    KEY FIGURES 2015/2016

  • IDENTIFICATION & TRACEABILITY DOCUMENT & MARKETING

    Smart Cards & Tickets (RFID)

    RFID tags or bar code labels for tracking

    System integrators for Data Management

    Encoding & Encryption

    Magnetic strip tickets

    Personalised ID/Access Control Cards

    Online Solutions

    E-platform (procurement & dispatching)

    Inbound & Outbound information flow

    DOCUMENT

    Traditional, Security

    & technical documents

    Physical & e-documents

    Process outsourcing,

    scanning & archiving

    MARKETING

    Multi point

    marketing

    Multi channel marketing

    Client onboarding,

    response management

    BUSINESS DIVISIONS

  • HEALTHCARE

    TRACEABILITY

    PROTECTION &

    MARKETING

    SUPPLY CHAIN

    TRACEABILITY

    OPERATIONAL

    MAINTENANCEMASS TRANSIT

    PERSONALISED SMART

    CARDS

    SKI PASSES

    PERSONAL

    IDENTIFICATION

    IDENTIFICATION & TRACEABILITY: WHAT WE DO

    IDENTIFICATION TRACEABILITY

  • MARKETING SOLUTIONS

    Direct Marketing: Mail, Email, SMS

    Campaign creation, versioning & distribution

    Multipoint Marketing

    Campaign delivery for franchised

    & networked organisations

    Client Onboarding, Response Management

    Giving clients knowledge, skills & response information

    for effective campaign use & success

    Creative & bid services / Fulfillment & Logistics

    Marketing campaign delivery for franchised and

    Display, Exhibition & Point-Of-Sale (POS)

    Complete turnkey large format service across

    promotional & professional exhibition demands

    DOCUMENT SOLUTIONS

    Consultancy Services for Docs

    Process & Re-engineering Implementation

    Physical Printing of Docs

    Print rooms in Paragons or at the clients office

    Dematerialisation of Docs

    Analysis & recommendations on key actions

    Process outsourcing: Billing & Transactional Docs

    Collection, scanning, analysis

    Scanning & Archiving of Docs

    Collection, scanning, analysis & archiving of docs

    Security & Technical Docs

    Management / production of secure document

    DOCUMENT & MARKETING: WHAT WE DO

    INBOUND & OUTBOUND

    COMMUNICATONSFull 360 communications cycle.

    Outbound multichannel, with inbound digitisation,

    workflow and Response Management

    ONLINE SOLUTIONSImplementation and management of online

    portals to manage orders and deliveries

    CONSULTINGProject Management, Marketing

    Analysis, Advertisement Campaign,

    Event Management

    DATA MANAGEMENTIndexation, data mining

  • MULTI-CHANNEL MARKETING

    Data

    50% UPTAKEDS5 LAUNCH

    Campaign Channels Target Measure

    - Cleansed

    - Cloud stored

    - Secure

    - Templated

    - CRM Driven

    - Multi-format

    - Direct Mail

    - Email/SMS

    - Social Media

    - Press/Radio

    - Peronalised

    - Variable date

    - Multi-channel

    - Response

    Managed

    - ROI

    Analysed

  • MARKETS & CLIENTS

    AEC: ARCHITECT,

    ENGINEERING &

    CONSTRUCTION

    PETROCHEMICAL

    & ENERGY

    EDUCATION

    (PUBLIC/PRIVATE)

    FOUNDATIONS

    & CHARITIES

    LOYALTY &

    RETAIL

    (OFFLINE/ONLIN

    E)

    TELECOMMS

    & MNOSPUBLIC SECTOR

    & HEALTH

    INSURANCE

    & FINANCE

    HOTELS

    & LEISURE

    TRANSPORT

    (PUBLIC/PRIVATE)

    LOGISTICS

    & MAIL AUTOMOTIVE

    & ENGINEERING

  • BUSINESS CHALLENGES (CRM)

    1. Rapid growth by acquisition legacy processes & systems

    2. Multiple independent sales teams

    3. Strong customer retention, but weak customer acquisition

    4. No global insight into opportunity pipeline

    5. No comparatives on rep activity, time management & effectiveness

    6. Differing product & service category definitions

    7. Difficult to establish uniform processes and best practice across multiple teams and territories

  • PLATFORM PROLIFERATION (ERP & CRM)

  • CRM REQUIREMENTS

    Single system to be used by everyone, everywhere

    Not dependent on any specific ERP

    Cloud deployment, SaaS delivery

    Omni-platform (PC, Mac, Tablet, Android, iPhone )

    Simple integration with mail/calendar client s/w

    Can be rolled-out by country (no big-bang)

    Minimum demand for software development

    Flexible configuration, continually changing, NO DEV

    Powerful, easy to use reporting and monitoring

    Intuitive UX, minimise demand for intensive training

    Future extensions into Marketing Automation, CPQ

    Cost-effective licensing structure

  • SCOPE OF PHASE 1

    Opportunity pipeline management New from new

    New from existing

    Monitor velocity through the pipeline

    Activity management Diary & time management

    Tasks, Meetings, Calls, etc.

    PoC of Marketing Cloud and CPQ

    Automate legacy manual reports & spreadsheets

    Visibility of progress to senior management & colleagues

    Collaboration with colleagues across the Group

  • FUTURE PHASES

    Performance Targets & Budgets

    Analytics & Reporting (incl. widgets)

    Billing system links (YTD revenues)

    Customer Services, Telesales

    More countries

    Oracle CPQ (Configure/Price/Quote)

    Oracle Marketing Cloud lead generation, digital marketing,

    website traffic, etc.

  • CURRENT STATUS

    CountrySales Users

    Original Plan

    Actual Launch

    1 Germany 25 Nov-15 Dec-162 UK 55 Jan-16 Dec-163 Sweden 10 tbc Jan-174 Benelux 10 Mar-16 Mar-175 Spain 5 Mar-16 Sep-176 France 50 Jun-16 May-17

    DIRECT SALES 155

    7Other countries + client services

    140 tbctbc

    8 Marketing 10 tbc tbcTOTAL 305

    } Live today

  • MET OUR OBJECTIVES?

    Single system to be used by everyone, everywhere

    Not dependent on any specific ERP

    Cloud deployment, SaaS delivery

    Omni-platform (PC, Mac, Tablet, Android, iPhone )

    Can be rolled-out by team or country (no big-bang)

    Minimum demand for software development

    Flexible configuration, continually changing, NO DEV!

    Powerful, easy to use reporting and monitoring

    Intuitive UX, minimise demand for intensive training

    Future extensions into Marketing Automation, CPQ

    Cost-effective licensing structure

  • LESSONS LEARNED

    CRM is hard! People motivation & sales psyche get in the way

    Territory structures, hierarchies, product/service categories, roles, need total clarity

    Persistence pays off We have to cross the desert to get to the Promised Land

    Senior management commitment is essential Everyone has an opinion, but in the end theres a decision and a policy

    Specialist consulting help is worth the expense

    Key role of the internal Power User(s) and SysConfig

    It all takes longer than you might expect And its not the fault of the software!

    OSC is not just a project, its more a way of life! Continuous improvement and evolution, for ever