Learn How eCommerce Can

Grow Your B2B Business

Scott Harris Application Development Manager Dunn
Solutions
Jack Bolous Senior Consultant Dunn Solutions

Agenda

Introduction to Dunn Solutions Group

Ecommerce Growth
B2B Ecommerce Challenges
SAP hybris - Meeting the Challenges
Demonstration
Questions

Dunn Solutions is a full-service IT consulting firm

founded in 1988

Minneapolis
Delivery Training

Chicago
Delivery

Raleigh, NC
Delivery Training

Bangalore, India
Delivery

Practice Areas

Application
Development

Portals

eCommerce &
Content Managed
Websites

Mobile App
Development

Custom App
Development

Analytics

Training

Solutions

Frameworks

Analytics & BI
Platforms

Certified
SAP/Liferay

Accountable Care
Orgs (ACOs)

Data Warehouse
& Data
Integration

Classroom, Onsite, Computer

Based & Virtual

Corporate Legal

Higher Education

Predictive
Analytics

Optical Shop

Mentoring &
Custom Training

SAP Partnership
Classrooms

1995

Minneapolis

Raleigh, NC
Present

SAP Gold Partner

Top level, partner since 1995

National coverage

Authorized Education
Partner since 1995

Agenda
Introduction to Dunn Solutions Group

Ecommerce Growth
B2B Ecommerce Challenges
SAP hybris - Meeting the Challenges
Demonstration
Questions

Ecommerce Growth U.S. Projections

U.S. Ecommerce sales will grow to $414 billion in 2018 according
to Forrester
eMarketer predicts ecommerce sales to grow to $491.5 billion by 2018

Source: Internet Retailer

B2B Ecommerce / 7

B2B Ecommerce Growth U.S. Projections

U.S. B2B Ecommerce sales will exceed $1.13 trillion by 2020
according to Forrester
U.S. B2B Ecommerce sales will grow to nearly $1 trillion by 2018, more
than twice the $414 billion in B2C Ecommerce

B2B Ecommerce / 8

B2B Ecommerce Growth Factors

74% of B2B buyers research 50% or more of their purchases online

30% of B2B buyers purchase online 50% or more

Forrester expects 56% of B2B buyers to purchase online 50% or more
by 2017

60% of B2B buyers spend more overall when they can buy through
online and offline channels

B2B Ecommerce / 9

Agenda
Introduction to Dunn Solutions Group

Ecommerce Growth
B2B Ecommerce Challenges
SAP hybris - Meeting the Challenges
Demonstration
Questions

Current B2B Ecommerce Challenges

Customers want an individualized experience

Customers are demanding increasing levels of service and

convenience
Rising costs to service a larger number of smaller clients
Companies must manage many customers with
different terms and contracts
B2B purchases often require special approval
workflows

B2B Ecommerce / 11

Customers Want an Individualized Experience

Customers dont want to receive offers about products that are
not important to them

Customers expect sites to recognize them and adapt offers to

items relevant to their past activities
Sites should offer discounts on items relevant to me
Suggest new products of interest to me

Sites should recognize me as a good customer

B2B Ecommerce / 12

Customers are Demanding Increasing Levels of Service

and Convenience
B2B buyers are expecting a B2C-like buying experience
Everything they want to buy is available online
Finding products they wish to purchase is easy

Customers expect to manage their accounts easily

Manage who can make purchases
Determine purchase limits
Review past purchases and reorder easily

Customers expect to find all of the information they need to make

effective decisions
Product Specifications
Certifications
Documentation

Customers expect more self-service capabilities

B2B Ecommerce / 13

Rising Costs to Service a Larger Number of Smaller

Customers
80/20 Rule
20% of your customers generate 80% of
your business
Remaining 80% only generate 20% of your
business

Time needed to service a smaller

customer requires the same amount of
time as servicing a larger customer

Manual processes require more people

and time as the number of customers
grows

B2B Ecommerce / 14

Companies Must Manage Customers with Different Terms

and Contracts
Some companies have contracts with
every customer
Each contract specifies unique terms and
pricing

Customers may only want specific

products available for purchase

Vendors may specify products only be

sold in specific regions or to specific
customers

B2B Ecommerce / 15

B2B Purchases Often Require Special Approval Workflows

Customers may require specific approvals for purchases

May be based on employee level or order amount

Account Managers may need to review or approve customer

orders
May be required for special product orders
Credit limit may need to be reviewed or approved
Inventory needs to be checked to ensure other commitments can still be
met

B2B Ecommerce / 16

Agenda
Introduction to Dunn Solutions Group

Ecommerce Growth
B2B Ecommerce Challenges
SAP hybris - Meeting the Challenges
Demonstration
Questions

SAP hybris
Omni-Channel ecommerce platform

Provides similar customer experience across multiple channels

Online, mobile, point-of-sale, call center, social media and print
Launched in 1997
Acquired by SAP in August 2013

Strong Product Content Management capabilities

Customized catalogs and pricing per customer or segment

Supports products with multiple characteristics

Complete Order Management capabilities

Order approval rules and workflows

Payments
Fraud Checking
Warehouse Integration
Punch-Out Support

Integration with SAP systems

50% of B2B customers use SAP

B2B Ecommerce / 18

How We Can Provide Customers With an Individualized

Experience
Create individualized experiences with Content Targeting
Market of One
Amazon buying experience

Present customers with personalized offers based on past activity or

characteristics
Show special cross sell and upsell items
Customize pricing for different groups of customers

B2B Ecommerce / 19

How to Provide Customers With Increased Levels of

Service and Convenience
Ensure all products are available online for purchase
Provide Self-Service for B2B customers

Add and remove employees/users

Assign rights to employees
Setup individual purchasing limits
Configure approval rules and workflows
Manage cost centers and budgets
Auto-replenishment of orders
Request Quotes

Post all relevant documentation online to help with decision

making
Provide Punch Out service for larger customers

Temporarily Punch-Out from company procurement system to purchase

from B2B site
Purchase information is transferred back to company procurement system

B2B Ecommerce / 20

How to Service Increasing Numbers of Smaller Customers

More Efficiently
Make it easy for customers to purchase from as
many channels as possible
52% of B2B companies have reduced their
customer-support costs by migrating customers
online

Provide Self-Service capabilities to make

purchasing quick and easy

Review previous orders

Check order status
Reorder previous order
B2B selling costs can be reduced 90% using self
service ecommerce features

Setup auto-replenishment order capabilities

56% of B2B companies have customers that

are only profitable through online channels
B2B Ecommerce / 21

How We Can Support Unique Contracts

Able to create custom catalogs for customers
Able to create Secure Customer Portals
Cog
Widget
Spinner
Driver

$45
$69
$20
$109

Company A
Cog
Widget
Spinner
Driver
Whatsit

$50
$79
$29
$129
$75

Cog
Widget
Spinner
Driver

Rules

Master Catalog

$50
$79
$29
$129

Company B
Cog
Widget
Spinner
Driver
Whatsit

$40
$69
$19
$119
$75

Company C
B2B Ecommerce / 22

How We Can Enable Special Approval Workflows

Allow customers to setup custom approval processes
Can be based on dollar amounts, employee role, or product

Able to setup processes to require vendor/company approval

when necessary
Special approvals for new customers, order quantities, or specialty
products
Credit limit approvals

B2B Ecommerce / 23

Our Ecommerce Platform Needs these Important B2B

Features
Custom Catalogs and Pricing
Content Targeting for Customers
Self-Service Account Management

Assign rights to employees

Setup individual purchasing limits
Configure approval rules and workflows
Manage cost centers and budgets
Auto-replenishment of orders
Request Quotes

Multi-Channel

Order offline, online, and mobile

Customer experience is similar across all channels

Secure Customer Portal

Punch-Out Support

Temporarily Punch-Out from company procurement system to purchase

from B2B site
Purchase information is transferred back to company procurement system

B2B Ecommerce / 24

Agenda
Introduction to Dunn Solutions Group

Ecommerce Growth
B2B Ecommerce Challenges
SAP hybris - Meeting the Challenges
Demonstration
Questions

Summary
Creating a successful Ecommerce strategy is critical to growing your
B2B business

Companies face numerous challenges to successful B2B Ecommerce

Creating Individualized Experience Different Terms & Contracts
Increased Service & Convenience Special Approvals
Rising Costs of Smaller Customers Products Available Online & Offline

Implementing a full-featured ecommerce solution, like SAP hybris

provides B2B features needed to be successful

Custom Catalogs & Pricing

Content Targeting for Customers
Self-Service Account Management
Multi-Channel
Secure Customer Portal
Punch-Out Support

B2B Ecommerce / 26

Questions

Scott Harris Application Development Manager Dunn

Solutions
info@dunnsolutions.com

Fueling B2B Growth

Utilizing a full-featured multi-channel ecommerce platform, like
SAP hybris, companies are able to better service their B2B
customers and meet their needs
Companies utilizing full-featured ecommerce platforms are able to
streamline operations and increase efficiency

Customers buying both online and

more in total and per order
Utilizing multi-channel and self
features, customers are more

offline buy
service
loyal and engaged

Todays Ecommerce / 28