Precentation - Speaker at CA World Conference Orlando, Florida US, on the subject of “Mobile business and eBusiness”.
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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.
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Precentation - Speaker at CA World Conference Orlando, Florida US, on the subject of “Mobile business and eBusiness”.
- 1. Shell’s Online Service The Scandinavian eBusiness platform Built on COOL:Plex and Websydian Internet and WAP Enable your ERP July 2001 Kasper Kronmann Nielsen IT-planner and eBusiness Manager Commercial Denmark
- 2. The History of Shell’s online service
- 3. The History of customers four different Shell Denmark offered Shell’s online ways to get heating oil in 1999 service Order 1. Self ordering processing, delivery and (~18,000 customers) payment Customer places orders himself each time he thinks he needs heating oil (via phone (CSC)) Order processing, 2a. Automatic delivery and delivery “degree date” payment System estimates the next time to deliver (~17,000 customers) heating oil to the customer based on the customer’s living conditions and the outside temperatures Order 2b. Automatic processing, delivery and delivery “fixed date” Deliveries are planned on fixed dates independent of payment (~4,000 customers) tank levels Order 2c. Automatic processing, delivery and delivery “real time” System monitors real tank levels and determine payment (Shell Line, 3,000 customers) next time to deliver. Real time tank information is send through by GSM to Shell. Shell acts when power failure is detected Source: interviews The Software That Manages eBusiness ™
- 4. The History of Shell’s online service April 2000: December 2000: September 2001: SSI & Adcore Reseller B-2-B chosen solution FI solution NO Nov 2000 Mar Apr July Nov Dec 2001 March 2000: Decision July November December June Aug. November 1999: “Go!” 2000: 2000: 2000: 2001: 2001: SoftDesign Launch Launch Launch Launch Launch Idea engage pilot DK FI NO SE EL NO Total cost: 200.000 US$ includes: FTE, Infrastructure, Hosting 1 year, Consultants, license no cost, roll out 4 countries The Software That Manages eBusiness ™
- 5. The History of Shell’s online service How did we manage and why can we talk about a success The Software That Manages eBusiness ™
- 6. Shell Ready NORDCAP ERP system – Business process optimisation and customer focus in mid 90. – A single customer database (B-to-C, B-to-B, B-to-R) – AS/400 platform - build for exchanging data – A common Scandinavian platform (80-95%) – IT people who understand business processes – We want to ride the hype Disadvantage - MP, run and maintain environment The Software That Manages eBusiness ™
- 7. Shell Ready Development tool – COOL:Plex/Websydian • Cheap (no license fee), real time, CA support, IBM support (webSphere), development resources available. • Split of design and functionality • Proven by HyTex who have same type backoffice The Software That Manages eBusiness ™
- 8. Decisions Made Customer focus – Personalisation and profiling – Services functionality should be based on customer – Solution has to take the highest nominator into account (Country and customer segment) – Work with the customer “It is a journey together” Trust (privacy politics), security (128bit), Single coherent front end The easiest company to do business with on the Internet The Software That Manages eBusiness ™
- 9. Decisions Made CSC workload focus (automation of process) – No additional work to handle customers – Look at cost to serve – Focus on process that could be moved from CSC to self service. Small scale pilot quick to scale – Independent service concept – If not used turn it off Real time online - no e-mail or batch solution The Software That Manages eBusiness ™
- 10. Decisions Made Reuse Reuse Reuse – existing business process – hardware We start with B-to-C, but prepare for B-to-B Build on a home-banking concept Align with EnergyHouse concept The Software That Manages eBusiness ™
- 11. What is in Shell’s online service?
- 12. What is Shell’s Online Service? Data about Nordcap Shell’s customers eCommerce interface: ERP/CRM: Shell's Sales force Websydian Nordcap with or without WAP (MIIS with NT) (AS/400s) Customers: Shell B-to-C, B-to-B SME Payment Reseller customer Anybody module Global LPG Scan Any portal, European Shell line i.e. Shell@home Retail station Shell Customer Data Transport portal eHome Reseller’s Branded Data about Products: Customer Reseller my customers Card, Fuels, Lubs LPG Electricity Shell reseller All Data about me data about me Shell Wood pellets Service etc. Content on www.shell.dk catalogue Product Data about Data etc. Shell’s customers Shell customer Shell customer Shell staff users with WAP with internet access The Software That Manages eBusiness ™
- 13. What is Shell’s Online Service? eMetric - KPIs Nordcap ERP/CRM: -Customer behaviour eCommerce interface: Websydian Nordcap (MIIS with NT) (AS/400s) Direct marketing module - messages - cross selling Customers: - up selling B-to-C, - one to one B-to-B SME Reseller customer Global LPG Scan European Shell line eCRM logging customer behaviour Data - messages received - services used - order process Products: - etc. Card, Fuels, Lubs LPG Electricity SMS and e-mail Wood pellets Shell customer Shell Service - password - order confirmation with internet access etc. - card confirmation - invoice - notifications - etc. The Software That Manages eBusiness ™
- 14. Current Web Features for fuels Shell online supports heating oil and card Heating Oil • Check invoices • Check payment history (Internet/WAP) • Change payment terms The Software That Manages eBusiness ™
- 15. Current Web Features for fuels Shell online supports heating oil and card Heating Oil • 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 The Software That Manages eBusiness ™
- 16. Current Web Features for fuels Shell online supports heating oil and card Heating Oil • 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) The Software That Manages eBusiness ™
- 17. Truly 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 ™
- 18. Truly integrated in real time Internet order to payment process (part 1) Enter Enter Check price Customer quantity preferred and needed delivery date confirm order Shell e-commerce interface Generate Order Send order to proposed time Calculate price Shell AS-400 automaticall OTC* based on frame of delivery based on list price system y entered in location of based on current and rebate AS-400 customer date Continue on next page * OTC = on truck computer Source: interviews The Software That Manages eBusiness ™
- 19. Truly integrated in real time Internet order to payment process (part 2) Check Customer order Pay invoice status all ERP-functions e.g. Accounts Receivable, Shell e-commerce General Ledger, Man Info (MARKIS) and Stocks are interface updated with the data from the order Send order to Shell AS-400 OTC* based on Update account system location of info customer View new Deliver Print invoice on Transportation orders on Schedule heating oil location and *OTC deliveries to send data contractor to Shell when log-in locations Source: interviews * OTC = on truck computer The Software That Manages eBusiness ™
- 20. The RealInterrelation with ERPe-order World – an at Dansk Shell Sunday Dec 3rd 23.40 - Customer orders via Shell on line services Sunday Dec 3rd 23.41 - Orders ready to be transferred to OTC-truck Sunday Dec 3rd 23.50 - Orders placed on OTC-truck (time dependent on when truck calls in for orders) The Software That Manages eBusiness ™
- 21. The RealInterrelation with ERPe-order World – an at Dansk Shell Monday Dec 4th 9.18 - Driver delivers order and hand over invoice to customer Monday - Tuesday night Dec 4th-5th all ERP- functions e.g. Accounts Receivable, General Ledger, Man Info (MARKIS) and Stocks are updated with the data from the order No one except the customer and the truck driver have “touched” the order The Software That Manages eBusiness ™
Notes de l'éditeur
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL In the end of 1999 Shell began for real to get the internet and the eCommerce possibilities on our map. But how to approach this we were not a new start-up of a dot.com. We decided to get some learning's but where to start. The decision was to start with the less complicated customer and the customer could afford to disappoint, the private consumer. In Scandinavia we have a business model a little deferent from a lot of the Shell companies by having the direct sale to end consumer b-to-b and b-to-c But to offer these customers ? Home-banking is a success in Scandinavia that could be it but where we ready internally and not end up like a lot of the dot.com by not having your house in order. We looked at the business models. Describe the four an in dept Shell-line direct link to the customer
- Solution Area Session Title Session Code: LL###LL The idea was conceived in November 1999 in Denmark. Websydian was chosen as a suitable tool to enable e-business with Nordcap. The decision to launch was made in March 2000 after hard work on business case and marketing plan and approval from the European organisation getting the right business sponsors. Adcore was chosen for web design. Websydian generates raw HTML templates to which any layout can be added. SSI was chosen for hosting the application. Development started in April 2000, where consultants from Soft Design developed the Websydian part, while in-house developers make small programs to provide data to the Websydian interface programs. The pilot was launched in Denmark in July 2000. After the launch, two of our in-house developers have been educated in Cool:Plex and Websydian. The reseller solution will mainly be an in-house effort, with support from Soft Design. The pilot was launched in Finland last week (November 2000). The reseller solution, which is currently being developed, will be launched in December 2000. Norway is testing the pilot and will launch as soon as they are done. Sweden is also just starting their testing. When developing the Finnish reseller solution, we are making sure that we can easily adjust it to the B-2-B solution to be first implemented in Norway. No this may not be the case Finland or Denmark
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL Including functionality overview, Where are data, where are functionality, where are business process, where are design placed. Security in the system. System design (over all perspective not technically) Shell's online service (SOS) is the eCommerce interface to Nordcap. Nordcap is the ERP/CRM system for Denmark, Finland, Norway and Sweden. Before SOS, only Shell users had access to the Nordcap through the normal AS/400 client software (5250). After the pilot of SOS, Shell customers have access to specific information and actions in Nordcap through a web server. It is also possible to access certain services through WAP phones. Shortly, Shell resellers in Finland will have full access to the system, removing old manual fax and phone procedures, where Shell staff enters i.e. orders into the system manually. The resellers will enter the orders and access information about their customers themselves. Since the functionality and the layout of SOS are completely separated, future developments can include co-branded sites, where the site is branded by the specific reseller. Furthermore, it will be easy to “plug” the interface into portals like i.e. Shell@home and euroShell Online. As the functionality of SOS is based on a standard web server interface, it can also be possible to add a payment module, making it possible for the customer to pay with his or her creditcard directly on the web. As a separate project, the eCommerce interface can be used to facilitate the needs of Shell’s sales force accessed through WAP or any web browser on the internet.
- Solution Area Session Title Session Code: LL###LL Including functionality overview, Where are data, where are functionality, where are business process, where are design placed. Security in the system. System design (over all perspective not technically) Shell's online service (SOS) is the eCommerce interface to Nordcap. Nordcap is the ERP/CRM system for Denmark, Finland, Norway and Sweden. Before SOS, only Shell users had access to the Nordcap through the normal AS/400 client software (5250). After the pilot of SOS, Shell customers have access to specific information and actions in Nordcap through a web server. It is also possible to access certain services through WAP phones. Shortly, Shell resellers in Finland will have full access to the system, removing old manual fax and phone procedures, where Shell staff enters i.e. orders into the system manually. The resellers will enter the orders and access information about their customers themselves. Since the functionality and the layout of SOS are completely separated, future developments can include co-branded sites, where the site is branded by the specific reseller. Furthermore, it will be easy to “plug” the interface into portals like i.e. Shell@home and euroShell Online. As the functionality of SOS is based on a standard web server interface, it can also be possible to add a payment module, making it possible for the customer to pay with his or her creditcard directly on the web. As a separate project, the eCommerce interface can be used to facilitate the needs of Shell’s sales force accessed through WAP or any web browser on the internet.
- Solution Area Session Title Session Code: LL###LL Additions Preparation for e-mail confirmation at the moment will be live for the next heating oil session. E-mail confirmation was not in first because the customer can see the order in the order overview right after it has been placed. (benefit of real time integration, the customer can here also follow the status of the order) For degree day-, fix day and self order customer they also have the benefit of tankinformation but not to the same extend as Shell line customers. Degree day customers can also get consumption estimates based on degree days and correct household informations.
- Solution Area Session Title Session Code: LL###LL Additions Preparation for e-mail confirmation at the moment will be live for the next heating oil session. E-mail confirmation was not in first because the customer can see the order in the order overview right after it has been placed. (benefit of real time integration, the customer can here also follow the status of the order) For degree day-, fix day and self order customer they also have the benefit of tankinformation but not to the same extend as Shell line customers. Degree day customers can also get consumption estimates based on degree days and correct household informations.
- Solution Area Session Title Session Code: LL###LL Additions Preparation for e-mail confirmation at the moment will be live for the next heating oil session. E-mail confirmation was not in first because the customer can see the order in the order overview right after it has been placed. (benefit of real time integration, the customer can here also follow the status of the order) For degree day-, fix day and self order customer they also have the benefit of tankinformation but not to the same extend as Shell line customers. Degree day customers can also get consumption estimates based on degree days and correct household informations.
- Solution Area Session Title Session Code: LL###LL
- Solution Area Session Title Session Code: LL###LL Comments The system has been set to accept deliveries 30 days forward in time because we know any change in taxation in this time interval and can take these information into the price calculation. If you where not able to do that we would end up need to pay the government tax for the customers. Quantity and delivery day check is one process. The new order module (Launched in Finland) optimise even more the order process for the customer giving him the possibilities to skip the check price, relevant for customer with fix deals, hereby minimising the number of steps for the customer. This has been made based on the learning's from the Danish pilot (customer feedback) and will be roll out to all countries.
- Solution Area Session Title Session Code: LL###LL Addition The connection between ERP and OTC truck driver route planning is not real time but will be between 1 minute to 1 day. Urgent delivery orders will go out real time.
- Solution Area Session Title Session Code: LL###LL Here are a strait forward eOrder and this it how it should go, no batch no e-mail it is real eBusiness.
- Solution Area Session Title Session Code: LL###LL Here are a strait forward eOrder and this it how it should go, no batch no e-mail it is real eBusiness.