Shalini MithaDirector, Solutions Marketing SAP Hybris

Delivering Exceptional Buying Experiences Royal Cup Coffee & Tea

Matt MonroeDirector, Sales OperationsRoyal Cup Coffee and Tea

DIGITAL DISRUPTS SALES DIGITAL IS DISRUPTING CUSTOMER INTERACTIONS

AND HOW WE SELL

of companies providing mobile access to sales customer data

are still not satisfied with their management insight – despite investments into analytics

Business customers are 57% through their buying process by the first sales call

57% <50% 56%

THE TRADITIONAL FIELD OF PLAY IS SHRINKING

SALES PRODUCTIVITY CONTINUES TO DECLINE

of time is spent selling down from 41% (in 2011)

cost of winning a new customer vs. growing an existing customer

4 – 10x 35%Turnover is up 3 points

20%To complete onboarding

6 months

CUSTOMERS ARE CHANGING THE RULES.

TECHNOLOGY IS CHANGING

THE GAME.

DIGITAL TRANSFORMATIONIS DISRUPTINGYOUR BUSINESS

WHO IS THE DISRUPTOR?

IT’S THE CUSTOMER

RelevanceReliability

Realtime Convenience

IT’S ALL ABOUT THECUSTOMER EXPERIENCE

THE NEW RULES | SALES – BE AGILE AND DATA DRIVEN

Smart engagements- anytime, anywhere

Omnichannel Selling

Sales Effectiveness: More time to sell

“By 2016, 55% of sales people will access sales applications exclusively through smart phone and tablets”Source: Gartner

SELL SMARTER. ACT FASTER. BE RELEVANT. EVERYWHERE

INDUSTRY

COMMERCE MARKETING SERVICE SALES

DATA & PROCESS MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

SAP Hybris Cloud for Sales

Sell More, Admin less

Turn Insight into Action

Sell Anywhere, Anytime

Know Your Customer

sales force automation (SFA) solution that empowers sales teams to sell smarter

Visit Management & Execution§ Complete Activity and Task Management§ Visit and Route Planning and Execution§ Survey Design and Execution

SAP HYBRIS CLOUD FOR SALES

Opportunity Management & Insight§ Easy Lead, Opportunity, Activity Management § Tailored sales methodology, Guided Selling§ Competitor insight, Partner Management

Account Management & Intelligence§ Fast Account & Contact Updates, Relationships§ 360 Customer Intelligence

Productivity & Personalization§ Flags § Tags

Collaboration & Social§ Feeds, Followers and @mentions§ Internal, Customers, Partners§ Deal Sites, Social Selling

Integration§ Pre-built integration to SAP ERP & CRM, SAP JAM§ Partners like InsideView, D&B 360, Xactly & more§ Mashups with most other apps

Real-Time & Predictive Analytics§ Dashboards, ad-hoc reports, forecasting§ Front and back-office data§ Mash-ups with SAP BW & Business Objects§ Custom dashboards, KPIs, and reports

Groupware Integration§ Full-Featured support for MS Outlook , Google

Gmail and Lotus Notes, Server side via Riva (e.g. Office 365)

§ Real-time, scalable, powered by SAP HANA§ Simplified enhancement tools for power users§ Easily extended for tailored UX and business processes

Platform

Mobility§ Complete mobile apps, no extra cost§ Support for iPad, iPhone, Android, MS

Windows, Watch§ Responsive UI with Off-line support§ Business Card Scanner

Quote & Order Management§ Integrated pricing and transactional document

creation with SAP ERP or CRM§ CPQ through partners

§ Map Views§ Graphical Views§ Quick Creates

§ Shelf§ field extensions§ workflow

SAP STRATEGY FOR SALES LEADERSELL SMARTER

SELL ANYTIME,ANYWHERE

TURN INSIGHT INTO ACTION

MORE TIME SELLING -LESS ADMIN

KNOW YOUR CUSTOMER

SELL ANYWHERE, ANYTIMEMOBILE FIRST APPROACH

§ Full-featured, seamless experience from on-line to mobile

§ Engage in real time with your customers, manage your activities, and track your performance, even when you’re offline

TURN INSIGHT INTO ACTION

Access to real-time customer analytics and sales data in the context of accounts and opportunities to engage and connect with customers in a personal, relevant way

§ Comprehensive customizable KPI tiles, reports, and dashboards

§ Sophisticated analytics infrastructure§ Simplified ad-hoc and custom reports§ Deliver intelligence where needed

TURN INSIGHT INTO ACTIONWITH PREDICTIVE ANALYTICS AND MACHINE LEARNING

Focus on opportunities with greater probability of closing

ASSISTED FORECASTING

Discover new leads and uncover new opportunities with existing accounts

LEAD SCORING

MORE TIME SELLING – LESS ADMIN

Get the information you need, when you need it

§ Modern SFA solution to manage and automate complex business processes and accelerate productivity ensuring all customer interactions

§ Personalize your experience and get quick access to the information you need

§ Built-in social collaboration (SAP Jam) and productivity applications keeps all conversations in one place and no double data entry

KNOW YOUR CUSTOMER

Bring back-office to the front office.

§ Get back-office information pushed to you in real-time so that you no longer need to hunt for pricing, quotes or other order-to-cash information.

§ With native SAP ERP and SAP CRM integration and business application mash-ups, you’re always effortlessly up-to-speed on your customers and accounts.

SELL SMARTER. ACT FASTER. BE RELEVANT. EVERYWHERE

INDUSTRY

COMMERCE MARKETING SERVICE SALES

DATA & PROCESS MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

SAP Hybris Cloud for Sales

Sell More, Admin less

Turn Insight into Action

Sell Anywhere, Anytime

Know Your Customer

sales force automation (SFA) solution that empowers sales teams to sell smarter

Interview with Matt MonroeDirector, Sales Operations

Roaster of coffee, and provides tea across the United States to resorts and hotels and offices.

Matt Monroe

• Director of Sales Operations, OCS Division, and

Region Manager Central Region

• 23 years in B2B Sales, Sales Management, and Sales

Training

• Sales Consultant and Facilitator for Miller Heiman,

Inc. (now MHI Global)

• Industry Experience in Home Appliance,

Construction Safety Equipment, Consulting and

Away from Home Coffee

Royal Cup Coffee and Tea Company

• Royal Cup, Inc. imports, roasts, and distributes coffees and teas in the United States, Canada, Mexico, and the Caribbean.

• Founded in 1896 and is based in Birmingham, Alabama• Distributes a range of beverages and beverage-related items from fountain

beverage products and juices to water filtration systems and specialty teas. • Offers consultation with beverage marketing experts, programs with

merchandising support, branded programs and merchandising, cart and kiosk programs, product development, and trade show scheduling.

• Serves resorts, offices, convenience stores, and home consumers

How have customer expectations changed in your

industry?

Customer and Industry Expectations Rise

• Customer demands are changing fast. They want more; they want it faster; and they want high quality, whether that be organic coffees or specialty teas

• Single-serve coffee impacts both Office Beverage division and Food Service

What challenges did you face with the the rising customer

expectations?

Challenges

• Reactive versus Proactive• No real visibility into opportunities in pipeline.

• Spreadsheets that were given to us right at the end of a quarter or a period.

• Static pipeline reports.

• No sales phase data

• Limited Reporting• Highly reactive sales management – looking mostly in the rearview mirror, not the GPS• Limited performance metrics• Only anecdotal information on Win/Loss ratio

• No repository of selling documents connected to opportunities and accounts

• Very limited contacts identified in our 70,000 plus accounts (often only 1!)• Sales process and technology did not connect

Sales Activity Report

Contacts

Key Account Book

Calendar

Weekly Report

Trade Show Leads

Customer Data

Promotion Tracker

Social

Many Datasources Required For a360 View

How has SAP Hybris Cloud for Sales helped Royal Cup in its

digital transformation?

Increased Lead Visibility

Activity Advisor for Guided Selling

100% Increase In Opportunities Generated

Role-based Insight on Opportunities

Looking Back AND Ahead – Accounts

Access to Information On Mobile Devices

SAP Hybris Cloud for Sales

• Impacts our productivity -- people can do things in the moment

• Simplifies sales because it connects so many disparate processes together, whether it be e-mail or contact management or key account management or pipeline management.

• Focus more on what we do best rather than spreadsheets and Word docs

Share advice/best practices with our audience.

Identifying and defining meaningful metrics

What drives your business?� Coffee Pounds, Gross Profit, Syrup, Customer Facing Interactions…

What improvements do you want to make?� More Calls, More Demos, More Proposals, More or Better Call Plans

What disciplines do best practitioners do (sometimes without knowing exactly) that make them successful?� Research, Prepare Questions, Engage Multiple Decision Makers, Drive Consensus, Deep

Understanding of Customer Processes, Set more Micro Goals…

7 Key Takeaways

• Get started by defining your biggest problems and opportunities

• Recruit an internal ERP designer/user with strong tribal knowledge.

• Let IT be IT

• Facilitate and obtain mutual buy-in from senior executives for Cloud CRM solution

• Get senior executive buy-in on adoption mechanisms – tie them to commission or key performance indicator (KPI) bonuses

• Imbed sales process steps and activities into the technology

• Connect your CRM to ERP

THANK YOU

Shalini MithaDirector, Solutions Marketing email shalini.mitha@sap.comfollow @shalinimithaconnect www.linkedin.com/shalinimitha

Matt MonroeDirector Sales Operationsemail: MMonroe@royalcupcoffee.com

Questions?

Thank You.

Contact us to learn more:

Visit us at hybris.com@hybris_software