Penn State University, January 21st, 2002

The Information Technology Club

Content Overview

Introduction

Current Trends in Society/Business

– Wireless Information Exchange

– CRM: Intelligent Customer Service

– Dynamic and Intelligent Content

Technology Solutions to enable change

– uCommerce

– CRM

Demonstration and Application of Technology

-Examples of client work

Summary Discussion

About Accenture

uCommerce defined

Envision a world….where everyday objects are given the gift of reason and communication;where commerce can occur continuously between people, business and objects; where efficiency guards the door and context-rich services are the jewel of the new economy.

Ubiquitous, Untethered, Unbounded.

Trends in Business and Society #1 :Wireless Information Exchange

…uniquely identify and track every package as it moves along the value chain from manufacturing to consumer

…instantly monitor your inventory - not only yours but also your customer’s

…prevent counterfeiting and diverting by providing in-the-field, real-time product authentication

…be alerted when products are about to exceed temperature, humidity or vibration limits

…reduce theft

…gain valuable additional customer insights?

Trends in Business and Society #1 (cont)Wireless Information Exchange

Silent Commerce can provide clear view of supply chain. An Example of an Accenture implementation:

Manufacturing

RFIDChip

Dealer/Farmer

Distribution

Distributor/Dealer

Reader

Reader Reader

Reader

OperationsHeadquarters

Field & CustomerOperations

Reader

Applying Technology Solutions #1:Wireless Information Exchange

Pilot Program for a Pharmaceutical client: Action items• Determine mobile device models, peripherals, and carriers• Define pilot user population and notify potential users• Order and obtain hardware and software for server installation• Order and obtain mobile devices, peripherals, and carrier

service• Configure hardware and install software for iMobile suite• Determine installation procedures and create scripts for clients• Create job aid documentation for pilot users• Configure and test mobile devices and peripherals• Define help desk procedures• Distribute devices and train pilot users• Support pilot users• Determine outcome and document pilot findings• Make recommendations

Demonstration of Technology #1: Wireless Information Exchange

EnterprisesEnterprises

RevenuesRevenues

CostsCosts

CustomersCustomers

SatisfactionSatisfaction

UsageUsage

LoyaltyLoyalty

Accenture Definition: Simply, CRM (Customer Relationship Management) is about acquiring, developing and retaining satisfied, loyal customers; achieving profitable growth; and, creating economic value in the client’s brand.

At the heart of CRM is the objective to deliver a consistently differentiated, and personalized, customer experience, regardless of the interaction channel chosen by the customer.

CRM brings together a company's efforts in marketing, sales, and service that would traditionally have been pursued in separate, ad hoc ways.

It constitutes a more comprehensive, methodical approach to identifying, attracting, and retaining the most valuable customers.

Trends in Business and Society #2:CRM: The ultimate commitment to customers

Diagram a sample CRM implementation, screenshots.

Application of Technology #2:CRM: The ultimate commitment to customers

A suite of software solutions to build and maintain customer’s accounts. For example, a component of a CRM implementation could include an Integrated Voice Response (IVR) system. IVR enables a customer to check their account status or make bill payments by using their voice.

E*Trade Built a powerful customer insight capability to better segment its customer base and analyze customer behavior. Also proposed new segmentation scheme and designed campaigns for targeted acquisition and development.

Wells Fargo Developed a small business strategy that leveraged Accenture’s thought capital on Intentions and key life stage needs also defined a customer-centric and partner enabled solution.

Designed Product and Service offerings. Helped client to identify partners and design solutions to increase value of business segment.

Compaq Develop a go-to-market strategy that articulated clear roles for its direct service opportunity and its channel partners.

Leveraged internet connectivity to create an optimized value chain combining Compaq and partners resources into a virtual sales and service organization.

Provided new Segmentation scheme and Customer Valuation methodology; Established real-time diagnostic lab to test campaign models

Case Study Approach Client Value

Demonstration of Technology #2: CRM: The ultimate commitment to customers

Trends in Business and Society #3:Consolidation of Information

• Continual push to make content available faster and easier

- 24 X 7 support and answers to questions

- Less work finding the information you need

• Allow customers/employees to access information from one central source

- Avoiding seams issues

- Security issues

- Same look and feel

• Customization

- Speeds up availability of information

- Adds value to the customer

- Builds brand loyalty

- Source of marketing information (CRM)

Application of Technology #3:Consolidation of Information

- My Yahoo!

- Penn State Homepage/Portal

- DailyJolt (USG webpage) – http://psu.dailyjolt.com

- Amazon

- Banking/Credit Card websites

Demonstration of Technology #3: Consolidation of Information

Dupont DirectFeatures:

- Business to Business website that allows customers to purchase products from 23 U.S. businesses, Canada, and Mexico

- Stores commonly used purchases and amounts for future use

Difficulties:

- Integrates custom built legacy database systems, multiple instances of SAP R/2, and SAP R/3

- Business are separated by location, time, language, and culture

- Billing and cost division

Current status:

- Successful release in early 2001

- Now integrating South America, Asia, and Europe

Challenges of Implementing Solutions

Client Challenges:

• Pace of Technological Change

• IT turnover (hot skills)

- Inflexible HR models

• New business models

- i.e. CRM & eCommerce

- Lack of vision & ability to change

• Focus on short term expenditures

• Definition/Perception of “role of the consultant”

• Knowledge Transfer

• Recognize need for change management

• Program Management fundamentals

Successfully implement! – reputation for failed projects and budget & schedule overruns

Client resources are often fixed and can’t react to unexpected variances (i.e., performance testing)

Provider Challenges:

• “Chargeability”/Provider Business Drivers

- Perception of always selling the next thing

• Corporate Culture

- e.g., 4 day work week and jeans vs. suits

• Relationships with other retained providers

- Perception of self interest over team success

• Executive sponsorship

• Penetrating all client management and staff levels

• Manage Risk

• Controlling the big three factors in determining successful development:

1. Scope

2. Budget

3. Schedule

Questions?

Visit www.accenture.com

Jeff: jeff.w.powley@accenture.comBuck: buckley.e.thompson@accenture.comDave: david.w.ulmer@accenture.com

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