precentation - speaker at ca world conference orlando, florida us, on the subject of “mobile...
DESCRIPTION
Describe how the Thin Front End concept with the help of the tools from CA and Softdesign can turn you online solution into a mobile solution in seconds. WAP based application reusing all functionalities fo the web based solution with just another design of the views as the difference. Welcome to contact me for discussion on the topic.TRANSCRIPT
Shell’s Online ServiceShell’s Online ServiceThe Scandinavian eBusiness platformThe Scandinavian eBusiness platform
Built on COOL:Plex and WebsydianBuilt on COOL:Plex and WebsydianInternet and WAP Internet and WAP Enable your ERPEnable your ERP
July 2001
Kasper Kronmann NielsenIT-planner and eBusiness Manager Commercial Denmark
July 2001
Kasper Kronmann NielsenIT-planner and eBusiness Manager Commercial Denmark
The History of Shell’s The History of Shell’s online serviceonline service
The Software That Manages eBusiness ™
Shell Denmark offered customers four different ways to get heating oil in 1999
1. Self ordering(~18,000 customers)
Customer places orders himself each time he thinks he needs heating oil (via phone (CSC))
Order processing, delivery and
payment
2a. Automatic delivery “degree date”(~17,000 customers)
System estimates the next time to deliver heating oil to the customer based on the customer’s living conditions and the outside temperatures
Order processing, delivery and
payment
Source: interviews
System monitors real tank levels and determine next time to deliver. Real time tank informationis send through by GSM to Shell. Shell acts when power failure is detected
2c. Automatic delivery “real time” (Shell Line, 3,000 customers)
Order processing, delivery and
payment
2b. Automatic delivery “fixed date” (~4,000 customers)
Deliveries are planned on fixed dates independent oftank levels
Order processing, delivery and
payment
The History of Shell’s online The History of Shell’s online serviceservice
The Software That Manages eBusiness ™
2000 2001July Nov
November1999:
Idea
March2000:
Decision“Go!”
SoftDesign engage
July2000:
Launchpilot DK
November2000:
LaunchFI
April 2000:
SSI & Adcorechosen
Mar AprNov
December 2000:
Resellersolution FI
September 2001:
B-2-Bsolution NO
December2000:
LaunchNO
June2001:
LaunchSE
Dec
Total cost: 200.000 US$ includes: FTE, Infrastructure, Hosting 1 year, Consultants, license no cost, roll out 4 countries
Aug.2001:
LaunchEL NO
The History of Shell’s online The History of Shell’s online serviceservice
The Software That Manages eBusiness ™
How did we manageHow did we manageandand
why can we talk about a successwhy can we talk about a success
The History of Shell’s online The History of Shell’s online serviceservice
The Software That Manages eBusiness ™
NORDCAP ERP systemNORDCAP ERP system– Business process optimisation and Business process optimisation and
customer focus in mid 90.customer focus in mid 90.– A single customer database (B-to-C, B-to-B, A single customer database (B-to-C, B-to-B,
B-to-R)B-to-R)– AS/400 platform - build for exchanging dataAS/400 platform - build for exchanging data– A common Scandinavian platform (80-95%)A common Scandinavian platform (80-95%)– IT people who understand business IT people who understand business
processesprocesses– We want to ride the hypeWe want to ride the hype
Disadvantage - MP, run and maintain Disadvantage - MP, run and maintain environmentenvironment
Shell ReadyShell Ready
The Software That Manages eBusiness ™
Development toolDevelopment tool– COOL:Plex/WebsydianCOOL:Plex/Websydian
• Cheap (no license fee), real time, CA Cheap (no license fee), real time, CA support, IBM support (webSphere), support, IBM support (webSphere), development resources available.development resources available.
• Split of design and functionalitySplit of design and functionality• Proven by HyTex who have same type Proven by HyTex who have same type
backofficebackoffice
Shell ReadyShell Ready
The Software That Manages eBusiness ™
Customer focusCustomer focus– Personalisation and profilingPersonalisation and profiling– Services functionality should be based on customerServices functionality should be based on customer– Solution has to take the highest nominator into account Solution has to take the highest nominator into account
(Country and customer segment)(Country and customer segment)– Work with the customer “It is a journey together”Work with the customer “It is a journey together”
TrustTrust (privacy politics), security (128bit), (privacy politics), security (128bit), Single coherent front endSingle coherent front end The easiest company to do business with on The easiest company to do business with on
the Internetthe Internet
Decisions MadeDecisions Made
The Software That Manages eBusiness ™
CSC workload focusCSC workload focus (automation of process) (automation of process)– No additional work to handle customersNo additional work to handle customers– Look at cost to serveLook at cost to serve– Focus on process that could be moved from Focus on process that could be moved from
CSC to self service.CSC to self service. Small scale pilot quick to scaleSmall scale pilot quick to scale
– Independent service conceptIndependent service concept– If not used turn it offIf not used turn it off
Real time online - no e-mail or batch solutionReal time online - no e-mail or batch solution
Decisions MadeDecisions Made
The Software That Manages eBusiness ™
Reuse Reuse ReuseReuse Reuse Reuse– existing business processexisting business process– hardwarehardware
We start with B-to-C,We start with B-to-C, but prepare for B-to-B but prepare for B-to-B Build on a home-banking conceptBuild on a home-banking concept Align with EnergyHouse conceptAlign with EnergyHouse concept
Decisions MadeDecisions Made
What is in What is in Shell’s online service?Shell’s online service?
The Software That Manages eBusiness ™
Data
ERP/CRM:
Nordcap(AS/400s)
NordcapeCommerce interface:
Websydian(MIIS with NT)
Shell customerwith internet access
Shell
Data aboutShell’s customers
Shell staff users
Shell reseller
Reseller’sCustomer
Data aboutmy customers
BrandedReseller
Shell Customer
Any portal,i.e. Shell@homeTransport portal
eHome
PaymentmoduleAnybody
Data aboutme
Shell customerwith WAP
Shell
Data aboutShell’s customers
Shell's Sales forcewith or without WAP
Alldata about
me
Content on www.shell.dk
Data
Pro
du
ct
ca
talo
gu
ee
tc.
Customers:B-to-C, B-to-B SMEReseller customerGlobal LPG ScanEuropean Shell lineRetail station
Products:Card, Fuels, LubsLPGElectricityWood pelletsServiceetc.
What is Shell’s Online What is Shell’s Online Service?Service?
The Software That Manages eBusiness ™
Data
ERP/CRM:
Nordcap(AS/400s)
NordcapeCommerce interface:
Websydian(MIIS with NT)
Shell customerwith internet access
Shell
Products:Card, Fuels, LubsLPGElectricityWood pelletsServiceetc.
Customers:B-to-C, B-to-B SMEReseller customerGlobal LPG ScanEuropean Shell line
Direct marketing module- messages- cross selling- up selling- one to one
eCRM logging customerbehaviour- messages received- services used- order process- etc.
SMS and e-mail- password- order confirmation- card confirmation- invoice- notifications- etc.
eMetric- KPIs-Customer behaviour
What is Shell’s Online What is Shell’s Online Service?Service?
The Software That Manages eBusiness ™
Shell online supports heating oil and card fuels
• Check invoices
• Check payment history
(Internet/WAP)
• Change payment terms
Current Web Features for Current Web Features for Heating OilHeating Oil
The Software That Manages eBusiness ™
Shell online supports heating oil and card fuels
• Ordering heating oil:
• Quantity
• Preferred delivery date
• More than one tank
• Price calculation
• Order confirmation online and via e-mail
• Order overview
• Order tracking & tracing
Current Web Features for Current Web Features for Heating OilHeating Oil
The Software That Manages eBusiness ™
Shell online supports heating oil and card fuels
• Shell Line and Degree day customers
only: Information on tank levels,
consumption and contact data
• Card blocking (Internet/WAP)
• Card transactions
• Reseller/commission agent solution
(CSC web-interface to ERP)
Current Web Features for Current Web Features for Heating OilHeating Oil
The Software That Manages eBusiness ™
Truly integrated in real timeTruly integrated in real time
•Internet orders for heating oil do not need any manual processing by Shell personnel since there is a real time link between the e-commerce solution and the ERP-system
•The only part that is not real time is the link between the order processing in the ERP and the route planning by the truck driver
The Software That Manages eBusiness ™
Enter quantity needed
Enter preferred
delivery date
Generate proposed time
frame of delivery based on current
date
Calculate price based on list price
and rebate
Check price and
confirm order
Order automatically entered in
AS-400
Send order to OTC* based on
location of customer
Customer
Shell AS-400system
* OTC = on truck computer
Source: interviews
Internet order to payment process (part 1)
Shell e-commerceinterface
Continue on next page
Truly integrated in real timeTruly integrated in real time
The Software That Manages eBusiness ™
Send order to OTC* based on
location of customer
Customer
Shell AS-400system
* OTC = on truck computerSource: interviews
Internet order to payment process (part 2)
Transportationcontractor
View new orders on
*OTC when log-in
Deliver heating oil
to locations
Schedule deliveries
Print invoice on location and send data
to Shell
Update account info
Pay invoice Check
order status
Shell e-commerceinterface
all ERP-functions e.g. Accounts Receivable, General Ledger, Man Info (MARKIS) and Stocks are updated with the data from the order
Truly integrated in real timeTruly integrated in real time
The Software That Manages eBusiness ™
Sunday Dec 3rd 23.40 - Customer orders via Sunday Dec 3rd 23.40 - Customer orders via Shell on line servicesShell on line services
Sunday Dec 3rd 23.41 - Orders ready to be Sunday Dec 3rd 23.41 - Orders ready to be transferred to OTC-trucktransferred to OTC-truck
Sunday Dec 3rd 23.50 - Orders placed on Sunday Dec 3rd 23.50 - Orders placed on OTC-truck (time dependent on when truck OTC-truck (time dependent on when truck calls in for orders)calls in for orders)
Interrelation with ERPThe Real World – an e-order The Real World – an e-order at Dansk Shellat Dansk Shell
The Software That Manages eBusiness ™
Monday Dec 4th 9.18 - Driver delivers order Monday Dec 4th 9.18 - Driver delivers order and hand over invoice to customerand hand over invoice to customer
Monday - Tuesday night Dec 4th-5th all ERP-Monday - Tuesday night Dec 4th-5th all ERP-functions e.g. Accounts Receivable, General functions e.g. Accounts Receivable, General Ledger, Man Info (MARKIS) and Stocks are Ledger, Man Info (MARKIS) and Stocks are updated with the data from the orderupdated with the data from the order
Interrelation with ERP
No one except the customer and the truck driver have “touched” the order
The Real World – an e-order The Real World – an e-order at Dansk Shellat Dansk Shell