The document discusses Northwind Traders, a snow machinery company that wants to improve its customer experience and business processes. Currently, customer information is spread across different systems, causing slow, manual processes and a lack of visibility. Typically, companies would do basic integrations, but Northwind is advised to take a holistic approach using a single platform. The ideal approach involves planning, process reengineering, and a CRM, ERP and SharePoint implementation to provide a single customer view and integrated processes. This would improve customer satisfaction, simplify technology and provide business intelligence benefits. The roadmap also includes process automation using imaging and workflow.

1. Power of the Platform
Ryan CrawCour and Toby Spendiff
10 August 2011

2. Power of the Platform
About Us
 Toby Spendiff
 Practice Lead, Portals, Content & Collaboration
 Web and SharePoint Specialist
 Ryan CrawCour
 Solution Architect, Consulting & Architecture Services
 Cloud & Integration Specialist
 Guest Panel
 Steven Foster – CRM Product Manager
 Nick Johnson– Practice Lead, Dynamics

3. Power of the Platform
Content
 Northwind Traders - Current Situation
 Typical Next Step
 Ideal Approach
 Roadmap

4. Northwind Traders – Current
Situation

5. Power of the Platform
Who are Northwind Traders?
 Biggest provider of snow machinery in New Zealand
 150 full-time and 100 casual staff
 National retail outlets, web site, and call centre
 Fictitious but representative company

6. Power of the Platform
Current Customer Experience
Sales &
Marketing
Retail
Customer
Customer
Phone
Services
Email
Information
Workers

7. Power of the Platform
Current State
 No continuity of customer relationship
 Customer information spread across the business – no
single UI
 Out-dated, duplicated or lost information
 Slow and unreliable manual paper processes
 No effective Business Intelligence
 Multi-vendor, multi-platform IT environment
 Swivel chair systems integration

8. Power of the Platform
Business Pain
 Low customer satisfaction
 Outperformed and losing customers to competition
 Slow to react to market changes
 Lengthy staff on-boarding process due to complexity
 High admin costs
 Slow IT turn-around
 Minimal ROI on expensive new web site

9. Typical Next Step

10. Power of the Platform
Northwind’s Next Step
 Integrating systems for better marketing & customer
service
 Scanning to email for more efficient processes
 Using SharePoint for departmental documents
 Using web analytics to understand effectiveness

11. Power of the Platform
Current Customer “Experience” View
The Integrated (kind of) Customer
Sales &
Marketing
Retail
Customer
Customer
Phone
Services
Email
Information
Workers

12. Power of the Platform
Still feeling the pain
 Still no continuity of customer relationship
 Customer information still spread across the business
 Processes are still slow, manual & expensive
 Information silos still exist
 Business Intelligence is more like Reporting
 Web site still not providing value

13. Ideal Approach

14. Power of the Platform
First Step - Reflection & Planning
 Understanding Customer Journey & Getting Feedback
 Business & Technology Roadmap
 Business Process Re-Engineering
 Information Management Strategy
 Enterprise Architecture
 Business Intelligence Strategy
 Governance Frameworks
 Industry Best Practices & Benchmarks
 Strategic Partnerships

15. Power of the Platform
The Single Platform, of) Customer View
Integrated (kind Single View
Sales &
Marketing
Retail
Customer
Customer
Phone
Services
Email
Information
Workers

16. Power of the Platform
Business Needs & Supporting Technologies
 Common User Interface, Web Site,
Content Mgmt, Scanning, BI
 Customer Interaction, Dealers,
Leads, Marketing Mgmt CRM
 Product Catalogue, Inventory,
Sales, Purchasing, Financials ERP
 Common Database Technology,
Reporting, Master Data Mgmt
 Customisations, Extensions,
Integration

17. What does it look like?

18. Customer Facing View

19. Power of the Platform
Recommendations
Product
Driven by CRM &
Catalogue
from ERP
ERP
Digital Assets
from
SharePoint

20. Power of the Platform
Product
Interest
Logged in CRM
Product
Specs from
ERP
Digital Assets
from
SharePoint

21. Power of the Platform
Dealer Info
From CRM

22. Power of the Platform
Lead Logged in
CRM, Dealer
Contacted

23. Internal View

24. Power of the Platform
SharePoint Search
across CRM, ERP &
SharePoint

25. Power of the Platform
CRM & ERP
Information

26. Power of the Platform
CRM Bing
Web CRM
CRM SharePoint
ERP

27. Power of the Platform
Key Benefits
 Web site now providing value
 Single customer view with continuity in relationship
 Customer satisfaction greatly improved
 Greatly simplified technology platform

28. What’s Next for Northwind?

29. Power of the Platform
Northwind Roadmap
Business
Intelligence
Process
Improvement

30. Process Improvement –
Accounts Payable

31. Power of the Platform
Accounts Payable Processing
Scan Connect Manage

32. Power of the Platform

33. Power of the Platform
Scanned
Invoices
Automatic
Data
Extraction

34. Power of the Platform
Workflow
Actions For
ERP
Access to
Scanned
Image
Other
Invoices
from ERP

35. Business Intelligence

36. Power of the Platform
Business Intelligence
 Access Information from CRM and ERP
 Provide Role-Based Dashboards in SharePoint
 Publish Spreadsheets & leverage existing reports

37. Sales
from ERP
KPIs from Locations
ERP & from CRM
CRM

38. Wrap Up

39. Power of the Platform
Take Aways
 Don’t rush into systems integration
 Reflect and plan
 Look at a single platform to Connect, Discover, Extend

40. Questions

41. Thank You