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©2016 CloudCraze Software LLC. All Rights Reserved.
Innovate Your Manufacturing Business to Increase Revenue and Reduce Costs with Digital Commerce
February 21, 2017
GEORGE SCOTTCIO GE Water and Process Technologies
DON DAVISMODERATOREditor-in-Chief Internet Retailer & B2BecNews
ANDY HOARGuest Speaker VP & Principal Analyst Forrester
Brand New Day In B2B Commerce
Andy HoarVP & Principal AnalystFeb 21, 2017
© 2015 Forrester Research, Inc. Reproduction Prohibited 3
43% B2B buyers prefer
to buy directly from the brand that
manufactures the product vs. a
distributor that sells it
Base: 100+ B2B BuyersSource: Forrester/Internet Retailer Q4 2017 Global B2B Buy-Side Survey
© 2015 Forrester Research, Inc. Reproduction Prohibited 4
20% B2B buyers would be willing to pay slightly more to buy directly from the brand that manufactures the product
Base: 100+ B2B BuyersSource: Forrester/Internet Retailer Q4 2017 Global B2B Buy-Side Survey
5© 2016 Forrester Research, Inc. Reproduction Prohibited
B2B Selling Spectrum
6© 2016 Forrester Research, Inc. Reproduction Prohibited
VImbalance
7© 2016 Forrester Research, Inc. Reproduction Prohibited
Investment
V
© 2015 Forrester Research, Inc. Reproduction Prohibited 15
What It Means
© 2015 Forrester Research, Inc. Reproduction Prohibited 16
Customer Obsessed Operating Model
© 2015 Forrester Research, Inc. Reproduction Prohibited 17
Customer Obsessed Operating Model
© 2015 Forrester Research, Inc. Reproduction Prohibited 18
Customer Obsessed Operating Model
GE Water and Process TechnologiesB2B Commerce JourneyMay 2, 2023
GE Water and Process Technologies...our Business, our Customers
May 2, 2023 23GE Water and Process Technologies... B2B Commerce Journey
24
Delivering comprehensive solutions
Desalination Technologies
Municipal Solutions
Industrial Wastewater
Process Chemicals
UtilitySolutions
Zero Liquid Discharge
Monitoring & ControlSolutions
Leveraging our innovation, expertise and global capabilities to solve tomorrow’s
water, wastewater, and process challenges for our customers
May 2, 2023GE Water and Process Technologies... B2B Commerce Journey
25
LATINAMERICA
6
INDIA3
MENA3
ASIA PACIFIC
4
RUSSIA & CIS
2
Herentals, Belgium
Cotia, Brazil
Oakville, ON
Number of operating locations
in the region
Oroszlany, Hungary
Trevose, PA
EUROPE10
Center of Excellence
Headquarters
The Woodlands, TX
Bellevue, WA
NORTH AMERIC
A30
Bangalore, India
• 50,000 customers in 130 countries
• 10,000+ products • 7,500 employees
Norfolk, VABoulder, CO
Minnetonka, MN
CHINA6
Dubai, UAE
Singapore
Shanghai, China
Wuxi, China
Our global footprint and scale allows us to provide the right solutions for every challenge
May 2, 2023GE Water and Process Technologies... B2B Commerce Journey
Why is now the right time for B2B Commerce in GE Water?
26
Increase sales opportunities for Water by enabling existing and prospective customers to have a seamless ordering experience via a scalable digital industrial marketplace
Mission
1. Complexity - 50K customers; ~ 500K lines, 230K Orders, 1600 sales reps, 200 Customer care agents
2. Customer Expectations – “I can do this everywhere else why not GE Water?”… Hygiene
3. Growth … We cannot continue to add resources as we grow (Sales spends ~20 minutes on the phone today for each order!)… need to increase revenue and reduce costs to improve margins
4. Capabilities / Technologies – Cloud , Automation, Integration, Internet of Things
5. Empowering our customers… Self Serve (ordering, payments, tracking)
Business Case
May 2, 2023GE Water and Process Technologies... B2B Commerce Journey
The Journey
27
• Several starts, different platforms … Limited Success
• What is really important… Customer Experience, Speed, TCO
The False Start
• What is important for your Customer (Know Your Customer)
• Initial POC with CloudCraze (90 Days)The POC
• Deployed to ~ 200 Customers in North America, and Asia Pacific
• Customer, Guest Checkout, ~50k Sku’s (Parts)
Current• Lightning Bolt Mobile Application with
Re-Order• Product Selection and Configurator
Integrations
MobilityScale
• Product Recommendations, Account Mgmt, Make a Payment
• Tracking, Notifications, etc… Stickiness…
OrderManagem
ent
27
• One global, product catalog
• Customer portal integration
• APM enabled auto-reorder
Existing Customers
• 1-Click Reorder via SFDC• Mobile Reorder
Internal Stakeholders
• Guest checkoutProspective Customers
May 2, 2023GE Water and Process Technologies... B2B Commerce Journey
Our eStore
28May 2, 2023GE Water and Process Technologies... B2B
Commerce Journey
200 Customers
4000 transactions
10x Growth in the first 2 Years
…Targeting Another 10x this Year…
https://estore.gewater.com/
Speed• Quick to deploy…
Agile, Basically OOB• Cloud based
managed package – no hardware,
support
Platform• 100 % Native Salesforce – shared
with sales and service
• Shared integration with all salesforce
clouds
• B2B Expertise•Committed to our
success•Flexible and willing to help enhance to
meet our needs
Why CloudCraze?
29May 2, 2023GE Water and Process Technologies... B2B
Commerce Journey
“CloudCraze partnered with us to develop a
solution to expand commerce adoption and
transform sales and service. The
CloudCraze B2B Commerce Lightning Bolt
app is the perfect vehicle.”
George Scott, GE Water and Power Client CIO
Improving Sales and Service results with expanded adoption of the online channel Increased orders and order accuracy of spare parts by Field Service channel
Decreased cost to serve with order process in “as few as three clicks” from anywhere on any device
Expanded flexibility of user experience with CloudCraze B2B Commerce Lightning Bolt App
May 2, 2023GE Water and Process Technologies... B2B Commerce Journey
©2016 CloudCraze Software LLC. All Rights Reserved.
CloudCraze
Innovate Your Manufacturing Business to Increase Revenue and Reduce Costs with Digital Commerce
February 21, 2017
32©2016 CloudCraze Software LLC. All Rights Reserved.
The B2B landscape is changing
33©2016 CloudCraze Software LLC. All Rights Reserved.
Global Commerce Growth Across the B2B Landscape
34©2016 CloudCraze Software LLC. All Rights Reserved.
The only B2B eCommerce platform
developed natively on Salesforce
Fast
Scalable
Connected
So you can generate revenue in weeks
For 360-degree customer engagement
Agile enhancements and capacity to adapt with market and customer demands
35©2016 CloudCraze Software LLC. All Rights Reserved.
Proven Global Success Across B2B Industries
Consumer Products Software, Media, Publishing Manufacturing & Distribution Healthcare & Life Sciences
©2016 CloudCraze Software LLC. All Rights Reserved. 36
Q & AThank you
37©2016 CloudCraze Software LLC. All Rights Reserved.
Thank you