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SALES & MARKETING IFS CRM—Boost customer relations and reach higher levels of customer satisfaction

AART RUPERT—DAMEN SHIPYARDS GROUP JORGE DEFREITAS—IFS

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AGENDA

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IFS CRM Offering

Exciting news in IFS Applications 8

Customer Story—Damen Shipyards Group

Questions

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IFS CRM OFFERING

Defining your CRM strategy around your customers Acquiring, Retaining, Developing, Terminating

Supporting all roles impacting the customer relation Moving from a reactive to a proactive culture Increasing sales and customer support by sharing information Providing adequate means of monitoring and reporting to make accurate decisions Creating one single view of the customer

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CHALLENGES

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IFS OFFERS INTEGRATED CRM

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COVERING THE CUSTOMER LIFECYCLE IFS EE Client Windows Client

CRM Import Tool

Exchange/Domino Server Synchronizer

Reports/BI

Financials, Project, Contracts and Service Management, HR, …

IFS Database

CRM Workshop Tool

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Global Solution

One Company/One Integrated Solution

Mobility

Flexibility

Support for Sales Process Management

Comprehensive Lifecycle management support

IFS OFFERS INTEGRATED CRM BENEFITS

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CUSTOMER QUOTES First Drinks Brands Limited—UK (Claire McCulla) - “flexibility we now have has made a huge impact on our business… happy to leave the ‘manual’ labour behind and let CRM do the work”

CDF corporation—NA (Alex Ivkovic)—“Sales companion has greatly enhanced the usefulness of the IFS CRM Suite. It has proven its worth from the sales force in the field to the executive suite”

Soil Machine Dynamics Ltd —UK (Eduard de Zwann)—“great flexibility on how to capture our customer interactions”… “intuitive to use and allows us to change depending on our business needs”

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EXCITING NEWS IN IFS APPLICATIONS 8

SALES COMPANION TOUCH APP FOR REMOTE ACCESS AND MANAGEMENT

Accounts

Contacts

Activities

Opportunities

Dashboard

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MASTER DETAIL CONFIGURATOR (1–2)

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CONFIGURATION Tools/Master/Detail Configurator

Create and Publish Master Detail project Example: Opportunity header, Opportunity lines and activities

Drag & drop fields, define location, size, set-up tab order …

MASTER DETAIL CONFIGURATOR (2–2)

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CLIENT Profile association and control

Easy to add new records and…

Easy to edit one or more records at the same time

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CALENDAR ITEMS COLORING

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CLIENT Table and field settings required

Tools/Settings/Configuration/Diary Color Category when in Change Base Profile mode

Select table and respective field Pick color

See results in Calendar

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CONDITIONAL FORMATTING

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CLIENT Tools/Settings/Configuration/ Conditional Formatting

Choose table and field for the condition

Add one or more rules for the same field

Choose text style and color, background color and/or apply to

See results in client Result view needs to contain fields which condition is set for

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Enable feature on one or more tables

Add activity and configure series

Choose time for activity to occur, recurrence pattern and range of series

Edit or remove series at any point in time

RECURRING ACTIVITIES

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CUSTOMER STORY—DAMEN SHIPYARDS GROUP

Aart Rupert CIO/Director Group IT & IM IFS: 29 october 2013

DAMEN SHIPYARDS GLOBAL PRESENCE

DAMEN SHIPYARDS FROM GOOD TO GOLD CRM RESULTS & LESSONS LEARNED

1922 1922 1922 1922 1922 1922 1922

1969 KOMMER DAMEN TOOK OVER

INTRODUCTION

1973 EXPANSION OF DAMEN SHIPYARDS IN GORINCHEM

1978 START BUILDING ABROAD

1990 FIRST YARD ABROAD ACQUIRED

1927 THE COMPANY FOUNDATION

DAMEN SHIPYARDS GLOBAL PRESENCE

1922 1922 1922 1922

1992 AMELS WAS ACQUIRED

NAVAL SCHELDE JOINS DAMEN 2000

2005–2010 EXPANSION

INTRODUCTION DAMEN SHIPYARDS GLOBAL PRESENCE

2011 - LET ‘S THE COMPETITION OUTPERFORM IN A PRODUCTIVE AND EFFICIENT WAY

INTRODUCTION DAMEN SHIPYARDS GLOBAL PRESENCE

INTRODUCTION DAMEN SHIPYARDS GLOBAL PRESENCE MARKETS

ASD TUG ATD TUG MULTICAT PUSHBUSTER SHOALBUSTER STAN TUG

SALES PROGRAM: FROM GOOD TO GOLD

1) Sales effectiveness 2012–2013 • Increased selling efficiency • Sufficient internal communications • Better reporting & forecasting

2) Sales Excellence 2013–2014

• More leads & opportunities • Better Customer Insights • Better Market Insights • Lead Management

3) Commercial Excellence 2014–2015

• Increased customer efficiency & profitability • Collaborative & Social media

FROM GOOD to GOLD PHASE 1: SALES EFFECTIVENESS

• One Damen CRM • One customer database • Facilitate our growth • Better marketing of our products or services • Better Reporting and forecasting

• Key-success factor: “We like to work in the CRM” • Start: June 2012

• CRM (IFS) • 150 users (start with central sales)

FROM GOOD to GOLD: CRM

October 2013

375 Sales and Marketing users • Sales: 135 ; Service: 30 ; D&P: 30 ; Finance/Admin: 10 ; Procurement: 55 ; Holding 15

• Repair: 80 ; Other Damen companies: 20

CRM: USABILITY = KEY

Sales Manager: Ipad App

CRM ERP

FROM GOOD to GOLD: INTEGRATION CRM

• Customized integration between Opportunity and Sales Contracts

• Customized integration between Sales Contracts and Projects

• Additional security on the Sales Contract depending on the CRM security

• Separate solution in Opportunity for Ship Repair with import of IHS database

• CRM App for iPad

CRM: “WE LIKE TO WORK IN THE CRM”

CRM: “WE LIKE TO WORK IN THE CRM”

CRM: “WE LIKE TO WORK IN THE CRM”

CRM: “WE LIKE TO WORK IN THE CRM”

CRM: RESULTS & LESSONS LEARNED

• Results • We have more or less acceptance of CRM • We have one Damen Customer Database • We have much better reporting and forecasting • We have our first analysis of Customer Data

• Lessons learned • Be aware of the complexity

• Customized integration and new mobility technology

• Advise: start with the CRM and IFS integration • Train the sales managers (also for the CRM app)

QUESTIONS

THIS DOCUMENT MAY CONTAIN STATEMENTS OF POSSIBLE FUTURE FUNCTIONALITY FOR IFS’S SOFTWARE PRODUCTS AND TECHNOLOGY. SUCH STATEMENTS OF FUTURE FUNCTIONALITY ARE FOR INFORMATION PURPOSES ONLY AND SHOULD NOT BE

INTERPRETED AS ANY COMMITMENT OR REPRESENTATION. IFS AND ALL IFS PRODUCT NAMES ARE TRADEMARKS OF IFS. THE NAMES OF ACTUAL COMPANIES AND PRODUCTS MENTIONED HEREIN MAY BE THE TRADEMARKS OF THEIR RESPECTIVE OWNERS.

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