May5,2008

SAPCustomerRelationship Management(SAPCRM)at EastmanChemicalCompany

SAPPHIRE 08 OR4135

Agenda
EastmanChemicalCompanyhistory CustomerValueCreation
WhyaCallCenterApplication GettingStarted ProjectReadinessassessment

EastmanSAPLandscape InteractionCenterwithinSAPCRM 360 Views Projectrequirements Learnings

SAPPHIRE 08 OR4135

Eastmanhistoryataglance
TennesseeEastman,aDivisionof EastmanKodak:
Beganin1920whenGeorgeEastman acquiredwooddistillationplantinKingsport, TN,apartofEastmanKodak. SpunfromKodakin1994;independently tradedcompanyontheNYSE,Eastman ChemicalCo.(EMN)

EastmanChemicalCompanytoday
Globalmanufacturerofchemicals,plastics andfibers Leadingproducerofdifferentiatedcoatings, adhesives,andspecialtyplasticsproducts Leadingsupplierofcelluloseacetatefibers ProducesPETpolymersforpackaging CorporateheadquartersinKingsport, Tennessee Fortune500companywithsalesof$6.8B andapproximately11,000employees

SAPPHIRE 08 OR4135

CustomerValueCreation
EastmanChemicalCompanylaunchedanewinitiativein supportofcorporategrowthstrategies CustomerValueCreation(CVC)isaninitiativethat transformstheinterfacewiththecustomer
FocusonbusinessprocessesandenablingITsolutions Effectivelymanagethecustomerexperience Supportgrowthbydeliveringenhancedcapabilities
CVC=CRM+OtherCustomerRelatedInitiatives

SAPPHIRE 08 OR4135

CustomerValueCreation
KeyDecisions
ReviewoftheRoadMap ofInitiatives,sequence UnderstandingSAPCRMreleasestrategy (5.0,5.x,rampup) AlignmentwithinitialBusinessprocessand applicationneeds DecisiontoimplementaCallCentersolution
InteractionCenterwithinSAPCRM Advancedtelephonycapability

SAPPHIRE 08 OR4135

Customer Value Creation

WhyaCallCenterapplication?
Businessneed
First,itsnotaboutthecallvolume
EastmanContactCenterslocatedglobally Roughly200agentsworldwide

ItisaboutunderstandingourinteractionwiththeCustomer
ManagingCustomerService StrategicCustomers

ProjectExecution
FirstCRMapplication successimportant Initialusers locatedlocallyvs.remote Controlledgroup pilotsizedimplementation Establishedsolidworkingrelationship

Keyvaluedrivers
Engine forthe360degreeviewofthecustomer Precedent forculturalchange newprocessesandchangingroles
SAPPHIRE 08 OR4135

EastmanChemicalCompany
CRM GettingStarted CRM:ITResearchInitiatives
Roughly14Investigationprojects/studiestosetdirection
BestPracticesstudy SolutionManager UIinvestigation Groupware,Duet ContactManagement PortalOptions Analytics Middleware Security Basis IPC Etc.
SAPPHIRE 08 OR4135

ConductedaRampup ProjectReadinessAssessment
MASTERDATA
RED YELLOW GREEN

OverallMasterDataReadiness
StandardFunctionality INFRASTRUCTURE SalesOrganization Customer,Contacts

OverallTeamReadiness

MaterialMaster LandscapeArchitecture Employee SupportStrategies TelephonyIntegration

OutofBox BUSINESSFIT HighAvailability Systemadministration OverallTeamReadiness StandardICFunctionality Fax/Emailmanagement Customerfollowup TransactionProcessing Reporting

SAPPHIRE 08 OR4135

EastmanChemicalCompany
Rampup ProjectReadinessAssessment Actions
BestPracticeMethodology SAPSolutionManager4.0selected GeneralScope Interactionmanagement(voice/email)
UsingstandardinteractioncenterWebclient(ICWC)withinSAPCRMsolution developmentforgaps

TaskManagement
Using(ICWC)groupwaresolutiondevelopmentforgaps

Infrastructure AppliedforSAPCRMrampupprogram
SAPCRM5.2release(2006s.2)BasisLandscape

AdvancedTelephony(CTI)study
SAPBusinessCommunicationsManagement5.5selected

SAPPHIRE 08 OR4135

EastmanChemicalCompany
Rampup ProjectReadinessAssessment Actions

SAPBusinessCommunicationsManagement5.5
IndependentstudyofavailableCTIsolutions Keyselectioncriteria RequiredSAPCertified PreferredSwitchindependent GloballyScalablesolution CRM5.2integration SAPNetWeaverBIintegration,blendedanalytics Outofboxmonitoringandreporting VendorSupport

SAPPHIRE 08 OR4135

Eastman Chemical Company Basic SAP Landscape

PBX In-bound Calls SCM Gateway appliance Analog conversion BCM 5.5 PMM BI Other SAP

Advanced Telephony

IC WebClient

CRM 5.2 IC WebClient SAP ECC 5.0

Analytics

TELEPHONY VoIP

AdvancedCSRCockpit InteractionCenter
DeliveringandEnhancingBusinessProcessesandSystems

BuildingtheframeworkforCSR360 View oftheCustomer Providingintegratedtelephony(screenpops) Capturinginteractionactivitieswiththecustomer

Voice Email Followupmanagement

Makinginformationavailabletokeyaccount teammembers Whatsitlooklike?

SAPPHIRE 08 OR4135

CSRAdvancedCockpit InteractionCenter
IncomingCustomerCall

SAPPHIRE 08 OR4135

CSRAdvancedCockpit InteractionCenter
AdvancedTelephonyIdentifiesIncomingCallerandAccount

SAPPHIRE 08 OR4135

CSRAdvancedCockpit InteractionCenter
CustomerRequestsChange ActionTaken/Recorded

SAPPHIRE 08 OR4135

SalesRep360 View

SAPPHIRE 08 OR4135

SalesRep360 View

SAPPHIRE 08 OR4135

360 Views
AGlimpseoftheFuture
Interactions TelephoneCalls,Faxes,emails Activities Tasks,SpecialsRequests Opportunities CallReports PipelinePerformanceManagement ActiveComplaints AccountandContactManagement Forecasting LinkstoContracts ReportsandOtherApplications

CustomizedtoRoleandIndividual AvailableAnywhereinRealTimeon PCsandSmartPhones

SAPPHIRE 08 OR4135

EastmanChemicalCompany
ICWC2006s.2usingSAPBusinessCommunications Management EastmanChemicalCompanyhistory CustomerValueCreation
WhyaCallCenterApplication GettingStarted ProjectReadinessassessment

EastmanSAPLandscape InteractioncenterwithinSAPCRM 360 Views Projectrequirements Learnings

SAPPHIRE 08 OR4135

ProjectRequirements
Schedule/sourcingataglance
Aug Oct Nov Dec Jan Feb Mar EastmanInteractionCenterinitiativeimplementationprojection CRP SolutionManager Rampup;CRX;BCMx CRD CRQ Blueprintsolution Telephony(BCMpilot) ProjectRealization ConfiguretheICWebClientsolution ConfigureAdvancedTelephonyBCM Integratedtesting//Training CoreteamEastmanandSAP FinalPrep(Deployment) ProgramManagementoversight Prodactivation ProjectManager(colead) 317 Sep

ITLeadandBusinessLead
Scripting/IntegrationTesting

SolutionManager
Foundation/Blueprinting

CRMBasis CRMMiddleware CRMSecurity CRMICWebFunctional BCMLead/Functional BCMTechnical ICWebClientDevelopers

SAPPHIRE 08 OR4135

ProjectLearnings
Corporatestrategyfit Organizationalalignment Changemanagement CRMproductcapabilities MasterDatareadiness Implementationpartner Processmodelingandmethodology Riskassessment,riskmanagement Teamdefinition,roles,rulesofengagement Understandtechnologymix/integration
Phonevendor,Gatewayappliance,SAPCRM,SAPECC,SAPBusiness CommunicationsManagement,I.E7.0;computerHW,headsets; MicrosoftOutlook;exchangeserver;security

Thoroughscripts,becertain Replicateproduction,test,test,test
SAPPHIRE 08 OR4135

Questions?

John Thompson CVC Initiative Lead jathompson@eastman.com Craig Niermann CVC Program Manager niermann@eastman.com

SAPPHIRE 08 OR4135

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