This on-demand webinar for manufacturers features guest speakers Andy Hoar, VP & Principal Analyst at Forrester, and George Scott, CIO at GE Water and Process Technologies. This webinar hosted by Internet Retailer and CloudCraze explores how manufacturers like GE are driving innovation, increasing revenue and reducing costs with digital commerce.
25. 25
LATIN
AMERICA
6
INDIA
3
MENA
3
ASIA
PACIFIC
4
RUSSIA
& CIS
2
Herentals,
Belgium
Cotia, Brazil
Oakville,
ON
Number of operating
locations in the region
Oroszlany
, Hungary
Trevose, PA
EUROPE
10
Center of Excellence
Headquarters
The Woodlands,
TX
Bellevue, WA
NORTH
AMERICA
30
Bangalore,
India
• 50,000 customers in 130 countries
• 10,000+ products • 7,500
employees
Norfolk, VA
Boulder, CO
Minnetonka,
MN
CHINA
6
Dubai, UAE
Singapore
Shanghai, China
Wuxi, China
Our global footprint and scale allows us to provide the right
solutions for every challenge
14 March 2017GE Water and Process Technologies... B2B Commerce
Journey
26. 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
14 March 2017GE Water and Process Technologies... B2B
Commerce Journey
27. 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
Mobility
Scale
• Product Recommendations, Account Mgmt,
Make a Payment
• Tracking, Notifications, etc… Stickiness…
Order
Manageme
nt
27
• One global, product catalog
• Customer portal integration
• APM enabled auto-reorder
Existing Customers
• 1-Click Reorder via SFDC
• Mobile Reorder
Internal Stakeholders
• Guest checkout
Prospective Customers
14 March 2017GE Water and Process Technologies... B2B
Commerce Journey
28. Our eStore
28
14 March 2017GE 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
29. 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
Partnership
• B2B Expertise
•Committed to our
success
•Flexible and willing to
help enhance to meet
our needs
Why CloudCraze?
29
14 March 2017GE Water and Process Technologies... B2B
Commerce Journey
30. “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
14 March 2017GE Water and Process Technologies... B2B Commerce
Journey
As you heard from Andy Hoar of Forrester in the beginning of this webinar, the B2B landscape is changing.
Business Buyers want to be able to buy online with the ease and convenience they find in their personal lives.
With buyers preferring to buy direct from the manufacturer AND willing to pay slightly more to do so, Manufacturers are quickly moving to implementing B2B commerce.
And many B2B companies are already on the eCommerce bandwagon.
They are creating customer-facing self-service solutions that
Connects directly with customers and provide a user experience similar to what they are familiar with in their personal online shopping experiences
It’s delivered across devices: desktop, laptop, tablet, smartphone.
Increasingly, cloud commerce solutions, specifically CloudCraze Commerce on Salesforce, are the preferred solution.
Thinking back to Andy’s customer-obsessed operating model, a commerce solution built on the leading “system of customer engagement” or CRM AND the most trusted cloud platform—Salesforce—fits right in.
CloudCraze is the only native commerce platform built on Salesforce,( the world’s leading CRM and most trusted cloud platform in the world. )
Allows businesses to generate online revenue fast
Easily scale for growth
Stay 100% connected with customers
CloudCraze solves B2B Commerc use cases across industries: Consumer Goods & Services, Software, Media, Publishing, Health Care & Life Services, and especially Manufacturing –
