“By 2016, 55% of sales people will access sales applications exclusively through smart phone and tablets.” Digital is disrupting interactions and how we sell. It's also disrupting your business! In this presentation, you'll learn some key takeaways from Matt Monroe, Director of Sales Operations at Royal Cup Coffee & Tea and from Shalini Mitha of SAP Hybris. Discover Matt's Seven Steps to Digital Transformation and start your own digital transformation journey today!

1. Shalini Mitha
Director, Solutions Marketing
SAP Hybris
Delivering Exceptional
Buying Experiences
Royal Cup Coffee & Tea
Matt Monroe
Director, Sales Operations
Royal Cup Coffee and Tea

2. DIGITAL DISRUPTS SALES
DIGITAL IS DISRUPTING
CUSTOMER INTERACTIONS
AND HOW WE SELL
of companies providing
mobile access to sales
customer data
are still not satisfied with their
management insight – despite
investments into analytics
Business customers are
57% through their buying
process by the first sales
call
57% <50% 56%
THE TRADITIONAL FIELD
OF PLAY IS SHRINKING
SALES PRODUCTIVITY CONTINUES TO DECLINE
of time is spent
selling down from
41% (in 2011)
cost of winning a new
customer
vs. growing an existing
customer
4 – 10x 35%
Turnover is
up
3 points
20%
To complete
onboarding
6 months

3. CUSTOMERS
ARE CHANGING
THE RULES.
TECHNOLOGY
IS CHANGING
THE GAME.

4. DIGITAL
TRANSFORMATION
IS DISRUPTING
YOUR BUSINESS

5. WHO IS
THE DISRUPTOR?

6. IT’S THE
CUSTOMER

7. Relevance
Reliability
Realtime Convenience
IT’S ALL ABOUT THE
CUSTOMER EXPERIENCE

8. THE NEW RULES | SALES – BE AGILE AND DATA DRIVEN
Smart engagements
- anytime, anywhere
Omnichannel Selling
Sales Effectiveness:
More time to sell
“By 2016, 55% of sales
people will access
sales applications
exclusively through
smart phone and
tablets”
Source:Gartner

9. SELL SMARTER. ACT FASTER. BE RELEVANT. EVERYWHERE
INDUSTRY
COMMERCE MARKETING SERVICE SALES
DATA & PROCESS MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
SAP Hybris Cloud for Sales
Sell More,Admin
less
Turn Insight into
Action
Sell Anywhere,
Anytime
Know Your
Customer
sales force automation (SFA) solution that empowers
sales teams to sell smarter

10. Visit Management & Execution
§ Complete Activity and Task Management
§ Visit and Route Planning and Execution
§ Survey Design and Execution
SAP HYBRIS CLOUD FOR SALES
Opportunity Management & Insight
§ Easy Lead, Opportunity, Activity Management
§ Tailored sales methodology, Guided Selling
§ Competitor insight, Partner Management
Account Management & Intelligence
§ Fast Account & Contact Updates, Relationships
§ 360 Customer Intelligence
Productivity & Personalization
§ Flags § Tags
Collaboration & Social
§ Feeds, Followers and @mentions
§ Internal, Customers, Partners
§ Deal Sites, Social Selling
Integration
§ Pre-built integration to SAP ERP& CRM, SAP JAM
§ Partners like InsideView, D&B 360, Xactly & more
§ Mashups with most otherapps
Real-Time & Predictive Analytics
§ Dashboards, ad-hoc reports, forecasting
§ Front and back-office data
§ Mash-ups with SAP BW & Business Objects
§ Custom dashboards, KPIs, and reports
Groupware Integration
§ Full-Featured support for MS Outlook , Google
Gmail and Lotus Notes, Server side viaRiva
(e.g. Office 365)
§ Real-time, scalable, powered by SAP HANA
§ Simplified enhancement tools for powerusers
§ Easily extended for tailored UX and business processes
Platform
Mobility
§ Complete mobile apps, no extracost
§ Support for iPad, iPhone, Android, MS
Windows, Watch
§ Responsive UI withOff-line support
§ Business Card Scanner
Quote & Order Management
§ Integrated pricing andtransactional document
creation with SAP ERPor CRM
§ CPQ through partners
§ Map Views
§ Graphical Views
§ Quick Creates
§ Shelf
§ field extensions
§ workflow

11. SAP STRATEGY FOR SALES LEADER
SELL SMARTER
SELL
ANYTIME,
ANYWHERE
TURN INSIGHT
INTO ACTION
MORE TIME
SELLING -
LESS ADMIN
KNOW YOUR
CUSTOMER

12. SELL ANYWHERE, ANYTIME
MOBILE FIRST APPROACH
§ Full-featured, seamless
experience from on-line to
mobile
§ Engage in real time with your
customers, manage your
activities, and track your
performance, even when
you’re offline

13. TURN INSIGHT INTO ACTION
Access to real-time customer analytics
and sales data in the context of accounts
and opportunities to engage and connect
with customers in a personal, relevant way
§ Comprehensive customizable KPI tiles,
reports, and dashboards
§ Sophisticated analytics infrastructure
§ Simplified ad-hoc and custom reports
§ Deliver intelligence where needed

14. TURN INSIGHT INTO ACTION
WITH PREDICTIVE ANALYTICS AND MACHINE LEARNING
Focus on opportunities
with greater probability
of closing
ASSISTED
FORECASTING
Discover new leads
and uncover new
opportunities with
existing accounts
LEAD SCORING

15. MORE TIME SELLING – LESS ADMIN
Get the information you need,
when you need it
§ Modern SFA solution to manage and
automate complex business processes and
accelerate productivity ensuring all customer
interactions
§ Personalize your experience and get quick
access to the information you need
§ Built-in social collaboration (SAP Jam) and
productivity applications keeps all
conversations in one place and no double
data entry

16. KNOW YOUR CUSTOMER
Bring back-office to the front office.
§ Get back-office information pushed to you in
real-time so that you no longer need to hunt
for pricing, quotes or other order-to-cash
information.
§ With native SAP ERP and SAP CRM
integration and business application mash-
ups, you’re always effortlessly up-to-speed
on your customers and accounts.

17. SELL SMARTER. ACT FASTER. BE RELEVANT. EVERYWHERE
INDUSTRY
COMMERCE MARKETING SERVICE SALES
DATA & PROCESS MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
SAP Hybris Cloud for Sales
Sell More,Admin
less
Turn Insight into
Action
Sell Anywhere,
Anytime
Know Your
Customer
sales force automation (SFA) solution that empowers
sales teams to sell smarter

18. Interview with
Matt Monroe
Director, Sales
Operations
Roaster of coffee, and provides tea across the United States to
resorts and hotels and offices.

19. Matt Monroe
• Director of Sales Operations, OCS Division, and
Region Manager Central Region
• 23 years in B2B Sales, Sales Management, and Sales
Training
• Sales Consultant and Facilitator for Miller Heiman,
Inc. (now MHI Global)
• Industry Experience in Home Appliance,
Construction Safety Equipment, Consulting and
Away from Home Coffee

20. Royal Cup Coffee and Tea Company
• Royal Cup, Inc. imports, roasts, and distributes coffees and teas in the United
States, Canada, Mexico, and the Caribbean.
• Founded in 1896 and is based in Birmingham, Alabama
• Distributes a range of beverages and beverage-related items from fountain
beverage products and juices to water filtration systems and specialty teas.
• Offers consultation with beverage marketing experts, programs with
merchandising support, branded programs and merchandising, cart and kiosk
programs, product development, and trade show scheduling.
• Serves resorts, offices, convenience stores, and home consumers

21. How have customer
expectations changed in your
industry?

22. Customer and Industry Expectations Rise
• Customer demands are changing fast. They want more; they want it faster;
and they want high quality, whether that be organic coffees or specialty teas
• Single-serve coffee impacts both Office Beverage division and Food Service

23. What challenges did you face
with the the rising customer
expectations?

24. Challenges
• Reactive versus Proactive
• No real visibility into opportunities in pipeline.
• Spreadsheets that were given to us right at the end of a quarter or a period.
• Static pipeline reports.
• No sales phase data
• Limited Reporting
• Highly reactive sales management – looking mostly in the rearview mirror, not the GPS
• Limited performance metrics
• Only anecdotal information on Win/Loss ratio
• No repository of selling documents connected to opportunities and accounts
• Very limited contacts identified in our 70,000 plus accounts (often only 1!)
• Sales process and technology did not connect

25. Sales Activity Report
Contacts
Key Account Book
Calendar
Weekly Report
Trade Show Leads
Customer Data
Promotion Tracker
Social
Many Datasources Required For a
360 View

26. How has SAP Hybris Cloud for
Sales helped Royal Cup in its
digital transformation?

27. Increased Lead Visibility

28. Activity Advisor for Guided Selling

29. 100% Increase In Opportunities Generated

30. Role-based Insight on Opportunities

31. Looking Back AND Ahead – Accounts

32. Access to Information On Mobile Devices

33. SAP Hybris Cloud for Sales
• Impacts our productivity -- people can do things in the moment
• Simplifies sales because it connects so many disparate processes
together, whether it be e-mail or contact management or key account
management or pipeline management.
• Focus more on what we do best rather than spreadsheets and Word
docs

34. Share advice/best practices
with our audience.

35. Identifying and defining meaningful metrics
What drives your business?
Ÿ Coffee Pounds, Gross Profit, Syrup, Customer Facing Interactions…
What improvements do you want to make?
Ÿ More Calls, More Demos, More Proposals, More or Better Call Plans
What disciplines do best practitioners do (sometimes without knowing
exactly) that make them successful?
Ÿ Research, Prepare Questions, Engage Multiple Decision Makers, Drive Consensus, Deep
Understanding of Customer Processes, Set more Micro Goals…

36. 7 Key Takeaways
• Get started by defining your biggest problems and opportunities
• Recruit an internal ERP designer/user with strong tribal knowledge.
• Let IT be IT
• Facilitate and obtain mutual buy-in from senior executives for Cloud CRM
solution
• Get senior executive buy-in on adoption mechanisms – tie them to
commission or key performance indicator (KPI) bonuses
• Imbed sales process steps and activities into the technology
• Connect your CRM to ERP

37. THANK YOU
Shalini Mitha
Director, Solutions Marketing
email shalini.mitha@sap.com
follow @shalinimitha
connect www.linkedin.com/shalinimitha
Matt Monroe
Director Sales Operations
email: MMonroe@royalcupcoffee.com

38. Questions?

39. Thank You.
Contact us to learn more:
Visit us at hybris.com
@hybris_software