The European e-Business Report 2004 - Berlecon Research GmbH

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The European E-Business Report 2004networks (for instance architectural services). In other sub-sectors and particularly in smallercompanies, the Internet simplifies the finding of appropriate suppliers and might just be a substitute forfax or telephone ordering.Supply chain integration: The importance of the third-party-relationship management compared toother buy-side activities is also reflected in the survey results: 29% of business services enterprises(with Internet access) use online technologies to exchange documents with suppliers. In contrast, only2% of all enterprises from the sector have integrated their IT system with that of their suppliers forplacing orders. SCM systems are more appropriate to address the needs of large manufacturingcompanies than to support the rather small enterprises in the business services sector.Exhibit 2.9-6: Electronic procurement and supply chain integration in business servicesMake onlinepurchasesOnline purchasesaccount for atleast 5% of totalvolumeIT system isintegrated withthat of a supplierfor placing ordersUse an SCM(Supply ChainManagement)systemSector total (EU-5) N=501 N=501 N=501 N=501% of employment 50 23 6 6% of enterprises 35 22 1 10-9 employees 34 22 1 110-49 employees 52 30 2 150-249 employees 57 26 3 9250+ employees 57 20 13 12All (9) Sectors (EU-5) N=4516 N=4516 N=4516 N=4516% of employment 46 23 8 6% of enterprises 31 18 6 2Base (100%): all enterprises. EU-5 (DE, ES, FR, IT, UK). Weighting: Figures for size-bands in % of enterprises. Figures fortotals are weighted by employment ("enterprises comprising … % of employees"). Reporting period: November 2003.Customer facing processesSource: e-Business W@tch (2004)Marketing: Company websites have become a common element in the overall marketing strategy ofbusiness services companies. More than two thirds of enterprises with more than 9 employees in thissector have a website today. In their simplest form websites are online brochures which provideinformation on the company. More sophisticated websites offer interactivity to the viewer, for examplesearching archives, downloading documents, ordering services and requesting further information. Forknowledge-intensive business services, providing work samples, case studies and researchpublications to a large audience over the Internet can help build the brand and reduce the trustproblems of new customers.Maximising customer satisfaction and building long-term relationships with clients are a key successfactors for business services companies. Automating client interaction with the support of CustomerRelationship Management (CRM) systems can help larger companies to achieve this goal. In fact, 18-19% of large and medium-sized companies from the sector use a CRM system, while the diffusionamong micro and small firms is below 5%.Sales: In general, online sales are most appropriate if products can be standardised and/or digitised tobe traded and/or delivered online. The degree of standardisation of inputs and outputs seems to berather limited in large parts of the business services sector. This is also confirmed by the surveyresults. Only 3% of business services enterprises sell online, which is only about a third of the averagevalue for the sectors surveyed.The fact that about 97% of business services enterprises do not sell products or services online doesnot mean that online technologies are not used to support the sales process. For example, 21% ofbusiness services enterprises use an electronic invoicing system (40% of the large firms, and even22% of the micro-firms).167
The European E-Business Report 2004Exhibit 2.9-7: Electronic marketing and sales in business servicesHave awebsiteon theInternetUse a contentmanagementsystem tomaintainwebsiteMakeonline salesAllow onlinepayment ofproductsordered… of those:Online salessystem withsecuretransactionscapabilitySector total (EU-5) N=501 N=501 N=501 N=40 N=40% of employment 72 28 11 46 73% of enterprises 35 7 3 39 620-9 employees 33 6 2 --* --*10-49 employees 69 15 10 --* --*50-249 employees 79 19 11 --* --*250+ employees 97 52 17 --* --*All (9) Sectors (EU-5) N=4516 N=4516 N=4516 N=598 N=598% of employment 66 22 16 43 59% of enterprises 35 9 9 38 46Base (100%): all enterprises / enterprises making online sales. EU-5 (DE, ES, FR, IT, UK). Weighting: Figures for size-bands in% of enterprises. Figures for totals are weighted by employment ("enterprises comprising … % of employees"). * Percentagesnot displayed because base of cases observed is too small. Reporting period: November 2003.Source: e-Business W@tch (2004)2.9.3 Case studiesThis chapter features abstracts and key lessons learned from case studies which are presented inmore detail in the 2 nd Sector Impact Study from August 2004.PROCESS OPTIMISATION BY MOBILE SOLUTIONS IN THE CLEANING SERVICES SECTOR(AUSTRIA)BackgroundActivitiesTempore Zeiterfassungsysteme GesmbH is a developer of time recording systemsfor the services companies who want to optimise the deployment of labour. Labourcosts constitute a large part of total costs, particularly in services companies.Optimizing the usage of labour is thus an important factor for staying competitive.In general, the Tempore solutions consist of four elements:• Contact points: At each site served a coin-sized button is fixed and contains thesite’s ID. At the beginning of work, employees have to sign on and at the endthey have to sign off by touching the button shortly with their mobile devices.• Mobile device: The mobile device is a small box for recording and storing thesign-on and sign-off data and the respective IDs.• Trip recorders: Vehicles used by the fieldworkers are equipped with a triprecorder, which stores all the information necessary for a driver’s logbook suchas times of departure or arrival, and distances. On the mobile device, the drivercan also determine whether the vehicle is used for private or work purposes.When signing off at the end of the day, all the information stored in the triprecorder will be transferred to the mobile device.• Data synchronisation and analysis: Once the fieldworkers are back in the office,the data stored on the mobile devices will be transferred into a specific softwareprogramme. This software contains analysis tools to produce tables and chartsas well as interfaces to the company’s accounting and controlling systems.168
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