Customer Relationship Management (CRM) - Hitachi Consulting

Solution Overview
Customer Relationship
Management (CRM) Solutions for the
Wholesale Distribution Industry
Real-Time ViSibiliTy acceleRaTeS channel and PaRTneR inTelligence
Over the past three years, Consumer Products companies have seen a steady
and consistent decline in revenues due to changing consumer demographics and
consumption 01 Section habits. As heading a result, Wholesale Distributors have been reevaluating their
own businesses and realizing the advantages of collaborating real time with partners.
This enables a wholesale distributor to share forecast and user-demand data, which
has improved forecasting accuracy, leading to tighter inventory controls and reduced
production costs. However, a leading impediment to accelerating channel and
category performance is a lack of integrated cross-channel sales, marketing and
service processes that are reportable, accountable and consistent.
Key cuSTOmeR RelaTiOnShiP managemenT (cRm) challengeS include:
■ Standardizing processes between disparate groups to facilitate a centralized and
trusted repository of data
■ Targeting and converting more qualified opportunities with a unified sales and marketing
revenue pipeline, acquisition trending and demonstrable ROI
■ Collaborating and tracking key customer touch points for real-time visibility across
the supply chain, opportunities, pipeline and pursuits
■ Integrating critical data for accurate channel segmentation and risk assessment
■ Forecasting and reporting on global, consolidated information
Realize Value wiTh inTegRaTed end-TO-end SaleS & maRKeTing
Hitachi Consulting’s CRM Solutions incorporate and leverage Oracle CRM On Demand
to enable Wholesale Distribution companies to integrate and improve intelligence
between sales, marketing and service, as well as:
■ Enable efficient and cost-effective processes to facilitate timely communication,
collaboration and management of all relationships:
Ç Employees
Ç Wholesalers
Ç Suppliers
Ç Partners
Ç Retailers
Ç Distributors
■ Provide leading indicators for territory optimization and opportunity conversion
■ Enable supply chain optimization with deeper and broader product penetration
■ Establish an integrated, real-time workplace to enhance the flow of information
01 Solution Overview - Solution Overview
Hitachi Consulting’s Oracle CRM
Practice is dedicated to
delivering solutions that help our
clients and prospects improve
customer experience, satisfaction and
become more responsive to market
trends. As an Oracle Diamond Partner,
Hitachi Consulting provides a wide
range of services related to Oracle
business applications and supporting
technology.
Together with Oracle, Hitachi
Consulting demonstrates an ongoing
commitment to addressing the
comprehensive needs of the
Wholesale Distribution Industry.
Client Spotlight
Our client, an international bakery
manufacturer and distributor, partnered
with Hitachi Consulting to implement a
Global Oracle CRM On Demand
solution. As a result of improved
business processes powered by
leading technology, this client is able
to identify, manage and measure the
strength of their customer relationships
across the sales organization.
Key benefits included:
■ Oracle CRM On Demand became
the “vehicle” driving a structured
and consistent Miller Heiman Sales
Methodology for cross business
collaboration and strategic
alignment on qualifying customers
and opportunities
■ Cohesive coordination between
historically disparate business
units - Sales, Marketing, Customer
Service, Operations, Finance, A/R,
Transportation and 3rd Party
Distributors

Solution Overview
■ Execute multichannel, multistage marketing campaigns with real-time and
historical trends insight to measure campaign effectiveness and optimize spend
■ Quickly and accurately predict pipeline by accessing centralized and real-time
data to monitor critical metrics such as Days Sales Outstanding and AR status
■ Improve the quality and frequency of meaningful customer touch points through
time based workflows to communicate order status, post-sale customer satisfaction
and targeted product specials
hiTachi cOnSulTing TRanSfORmS channel ReSPOnSiVeneSS in The
whOleSale diSTRibuTiOn induSTRy
Hitachi Consulting’s Consumer Product’s Practice has provided professional
consulting services to dozens of the world’s leading companies across the Food &
Beverage, Food Service, Packaged Goods, and Retail segments. In addition to serving
many of the most recognized names in the industry, much of our success comes from
providing similar services to small and medium-sized companies.
cRm SOluTiOn cOmPOnenTS fOR whOleSale
diSTRibuTiOn include:
■ Integration to ERP for core customer
information
■ Accounts Receivable metrics such as
balances current 30/60/90, recent payment
information, and order shipment alerts
■ Working Capital Management intelligence
through Days Sales Outstanding calculations &
dashboards
■ Targeted campaigns with personalized product
promotions and pricing sheets
■ Opportunity management for order history and what if pricing analysis
■ RTD campaign and opportunity suggestions for inventory reduction, up-sell and
cross-sell, demand planning and RTD supplied marketing campaigns
ORacle cRm On demand whOleSale diSTRibuTiOn SOluTiOnS
Oracle understands that Wholesale Distribution companies are challenged with
gathering and maintaining a single source of real-time customer information. This
prevents companies from making customers’ needs and changing requirements
a priority. By implementing best practices through Oracle CRM On Demand, our
Wholesale Distribution clients have the ability to:
■ Access key customer information even if the network is unavailable by holding
data locally and utilizing store-and-forward capabilities
■ Exceed customer expectations at every touch-point – through a field organization,
website and call center
■ Conduct historical and comparative trend analyses to gain insight into emerging
opportunities and quickly respond to changes in business trends
The hiTachi cOnSulTing and ORacle PaRTneRShiP
Hitachi Consulting’s key differentiator is knowledge and thought leadership, which
extends beyond the technical and functional domain. Our Oracle CRM Practice,
combined with leading Consumer Products industry expertise, continues to receive
analyst and vendor recognition from Oracle including eight-time Oracle Partner of the
Year and Gartner Magic Quadrant for CRM Service Providers, 2002 – 2010.
www.hitachiconsulting.com
14643 Dallas Parkway, Suite 800
Dallas, TX 75254
info@hitachiconsulting.com
Toll Free 1.877.664.0010
For the fourth consecutive year,
Hitachi Consulting’s Consumer
Products Practice is ranked a top-five
consultancy in the annual listing of Top
10 consulting services providers by
Consumer Goods Technology (CGT)
readers.
Hitachi Consulting’s Consumer
Products Practice serves Global 2000
companies in all segments of the
Value Chain from growers, producers
and processors through branded
manufacturers, distributors, and
retailers / food service operators.
Recognized by Kennedy, Gartner
and AMR as leaders in Revenue
Management and Supply Chain
Responsiveness
About Hitachi
Consulting
as the global business and iT
consulting company of hitachi, ltd.,
hitachi consulting helps its clients
implement their vision − with a wide
range of business solutions and
services to improve operations,
productivity, and the bottom line.
hitachi, ltd. is one of the world’s
leading global electronics
companies with more than 100
years of innovation. The company
is committed to creating richer lives
and a better society by providing
products and services based on
the latest advances in technology,
especially knowledge and
information technology.
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