May 19th, 2003 Mobile Sales Implementation By B. Finnegan 1 CRM Mobile Sales Global Implementation.

May 19th, 2003May 19th, 2003 Mobile Sales Implementation By B. FinneganMobile Sales Implementation By B. Finnegan 11

CRM Mobile Sales CRM Mobile Sales

Global Implementation Global Implementation


LYONDELL ENTERPRISELYONDELL ENTERPRISE 2002 Revenues -- $12.2 Billion2002 Revenues -- $12.2 Billion

The Lyondell Enterprise includes the The Lyondell Enterprise includes the followingfollowing::

Lyondell Chemical CompanyLyondell Chemical Company A leading producer of PO and derivativesA leading producer of PO and derivatives

EquistarEquistar Chemicals, LPChemicals, LP - Petrochemicals and - Petrochemicals and PolymersPolymers

A leading North American producer of ethylene, propylene A leading North American producer of ethylene, propylene and polyethyleneand polyethylene

LYONDELL-CITGO Refining LPLYONDELL-CITGO Refining LP - Refining - RefiningUnique capability to refine heavy crude oilsUnique capability to refine heavy crude oils

Company OverviewCompany Overview


Lyondell’s Enterprise Lyondell’s Enterprise

Equistar Equistar Petrochemicals & PolymersPetrochemicals & Polymers

$5.5 Billion Revenues$5.5 Billion Revenues 3,400 Employees 3,400 Employees 70.5% Ownership70.5% Ownership Capacity PositionsCapacity Positions

LyondellLyondellIntermediate Chemicals & Intermediate Chemicals &

DerivativesDerivatives $3.3 Billion Revenues $3.3 Billion Revenues 3,350 Employees3,350 Employees 100% ownership100% ownership Capacity PositionsCapacity Positions

LCRLCRLyondell-Citgo Refining LPLyondell-Citgo Refining LP $3.4 Billion Revenues$3.4 Billion Revenues 1000 Employees1000 Employees 58.75% Ownership 58.75% Ownership One of the largest One of the largest

Refineries designed to Refineries designed to process Heavy Crudeprocess Heavy CrudeGlobalGlobal North North

AmericaAmerica

PropylenePropylene

OxideOxide22 11

StyreneStyrene 33 11

MTBEMTBE 11 11

PropylenePropylene

GlycolGlycol22 22

TDITDI 22 33

GlobalGlobal North North AmericaAmerica

EthyleneEthylene 55 22

PropylenePropylene 66 22

ButadieneButadiene 22 11

PolyethylenePolyethylene 44 33

EthyleneEthylene

GlycolGlycol** 33


Lyondell Operates All Over the Lyondell Operates All Over the World.World.


CRM Mobile SalesCRM Mobile Sales

Heavy Involvement from Sales OrganizationHeavy Involvement from Sales Organization Limited Scope to Mobile Sales OnlyLimited Scope to Mobile Sales Only Global Implementation Completed in 2002Global Implementation Completed in 2002 Focus on Integration of R3-BW-Middleware-Focus on Integration of R3-BW-Middleware-

Mobile Clients-OutlookMobile Clients-Outlook Accelerated Implementation by Limiting Content Accelerated Implementation by Limiting Content

on Mobile Clients (laptops)on Mobile Clients (laptops) Add Enhancements and Features in Later Add Enhancements and Features in Later

PhasesPhases


CRM PhilosophyCRM Philosophy Ease of Use Ease of Use

Real Time Data Pushed to Sellers’ Laptop Via Remote VPN Real Time Data Pushed to Sellers’ Laptop Via Remote VPN Connection Connection BW Reports for Pricing, Orders, HistoryBW Reports for Pricing, Orders, History Push to seller daily, weekly and monthlyPush to seller daily, weekly and monthly

Tight Integration with SAP R3 and BWTight Integration with SAP R3 and BW Tight Integration with Outlook Tight Integration with Outlook

Contacts to Outlook (in house developed)Contacts to Outlook (in house developed) Calendar synchronization (Waiting for SAP integration with Office XP Calendar synchronization (Waiting for SAP integration with Office XP

Outlook)Outlook) Easy to Connect to Middleware and Update Data on Laptop.Easy to Connect to Middleware and Update Data on Laptop.

Other BenefitsOther Benefits Replace old SFA SystemReplace old SFA System Seller’s Contact data Maintained in MiddlewareSeller’s Contact data Maintained in Middleware

Copy of Seller’s contacts on laptopCopy of Seller’s contacts on laptop Seller’s own and maintain their own contactsSeller’s own and maintain their own contacts


CRM PhilosophyCRM Philosophy CRM is Owned and Managed by Sales CRM is Owned and Managed by Sales

Early and Ongoing Sales Management and Sellers Early and Ongoing Sales Management and Sellers InvolvementInvolvement

Enhancements driven from Sales needsEnhancements driven from Sales needs IT to Enable CRM TechnologyIT to Enable CRM Technology

Scope limited to CRM Mobile SalesScope limited to CRM Mobile Sales Communication from SAP R3 & BW to Middleware to Communication from SAP R3 & BW to Middleware to

Seller Laptops Seller Laptops Global Reports Formats Customized for Each Seller’s Global Reports Formats Customized for Each Seller’s

CustomersCustomers Currencies and units customized by seller’s CRM subscriptionCurrencies and units customized by seller’s CRM subscription


CRM Implementation CORE TEAMCRM Implementation CORE TEAM Sponsor - Sales Vice President for North AmericaSponsor - Sales Vice President for North America Business Leads - Sales Directors & Sales ManagerBusiness Leads - Sales Directors & Sales Manager Sales Representatives Sales Representatives

Sellers from Each Major Business Line and RegionSellers from Each Major Business Line and Region US Seller Coordinating Report ContentUS Seller Coordinating Report Content Sales Business AnalysisSales Business Analysis Sale Administrative Assistants for each regionSale Administrative Assistants for each region

Supply Chain and Customer Service RepresentativesSupply Chain and Customer Service Representatives CRM Expert Developers CRM Expert Developers Training & Documentation SpecialistTraining & Documentation Specialist Testing CoordinatorTesting Coordinator Laptop/Remote Computing RepresentativesLaptop/Remote Computing Representatives IT Project LeadIT Project Lead Regional IT CoordinatorsRegional IT Coordinators IT Basis Representatives IT Basis Representatives IT BW Expert Development & SupportIT BW Expert Development & Support


Project Time Line Project Time Line

Project Requirements Agreement

CRM Prototype Development

New Laptop Configured Tested

Initial Request for Sellers Contact Data

Testing and Debuging

BW Reports Developed

Develop Training Class and Material

Americas Roll Out & Seller Training

European Roll Out & Seller Training

Asian Roll Out & Seller Training

Legacy SFA System Shut Down

Refresher Training

SAP R3 Master Data Cleaning

Contacts Data Cleaning

Campaign Management

1Q03 2Q031Q02 2Q02 3Q02 4Q02


Project Cost versus Plan Project Cost versus Plan

First Phase of CRM ProjectFirst Phase of CRM Project On BudgetOn Budget A couple months behind scheduleA couple months behind schedule

Root Causes of DelayRoot Causes of Delay Master Data CleaningMaster Data Cleaning Resolving BW issues with upgrade to BW 3.0Resolving BW issues with upgrade to BW 3.0 Contact Data CleaningContact Data Cleaning Changes in Composition of Core TeamChanges in Composition of Core Team


CRM AccomplishmentsCRM Accomplishments133 Sellers and Sales Management 133 Sellers and Sales Management

Around the World Using CRMAround the World Using CRM27 Standard BW Reports Pushed to 27 Standard BW Reports Pushed to

Sellers Based on their SubscriptionSellers Based on their SubscriptionAll Seller’s Contact Data Stored in All Seller’s Contact Data Stored in

MiddlewareMiddlewareMarketing AttributesMarketing AttributesStored in Seller’s OutlookStored in Seller’s Outlook

Campaign Management Campaign Management Contact Call ReportContact Call Report


CRM Lessons LearnedCRM Lessons Learned Clean Master Data Early and CompletelyClean Master Data Early and Completely

Business Partners Assigned to SellersBusiness Partners Assigned to Sellers Implement Processes to Keep Master Data CleanImplement Processes to Keep Master Data Clean

Be Extremely Clear and Precise on Minimum Be Extremely Clear and Precise on Minimum Data Needed to Initially Populate ContactsData Needed to Initially Populate Contacts test data integrity before loading in CRMtest data integrity before loading in CRM

Be Sure Required Software is Loaded the Same Be Sure Required Software is Loaded the Same Way and in the Same Order and is Well TestedWay and in the Same Order and is Well Tested

Be Generous with Setting the Minimum Be Generous with Setting the Minimum Hardware Requirements for Mobile Clients Hardware Requirements for Mobile Clients (laptops)(laptops)

Complete any SAP/BW Upgrades Several Complete any SAP/BW Upgrades Several Months before a CRM Role out.Months before a CRM Role out.


Where We AreWhere We Are Powerful New Technology Infrastructure to Get Powerful New Technology Infrastructure to Get

Mission Critical Data to and from Our Sales Mission Critical Data to and from Our Sales Force in the FieldForce in the Field Detailed Reports on Prices, Orders, HistoryDetailed Reports on Prices, Orders, History Detailed Business Partner DataDetailed Business Partner Data

Increasing Communication Options with Increasing Communication Options with CustomersCustomers Price Letters, Technical data, Surveys, Event Price Letters, Technical data, Surveys, Event

Management, Sales Outings, etc.Management, Sales Outings, etc.

Accurate Enterprise Wide Data on Seller’s Accurate Enterprise Wide Data on Seller’s Contacts – Previously owned by SellersContacts – Previously owned by Sellers


Where We Are GoingWhere We Are Going Improve Ease of UseImprove Ease of Use

CRM 4.0 1Q04CRM 4.0 1Q04 Continue to Add Content for SellersContinue to Add Content for Sellers

Adding Customer Credit ReportsAdding Customer Credit Reports Customer Profiles & StrategiesCustomer Profiles & Strategies Customer Operating MarginsCustomer Operating Margins Price Change Request from FieldPrice Change Request from Field Better Integration with OutlookBetter Integration with Outlook Knowledge ManagementKnowledge Management

Expand Usage to Other AreasExpand Usage to Other Areas Business and MarketingBusiness and Marketing Customer ServicesCustomer Services Credit and Accounts ReceivablesCredit and Accounts Receivables


Was it Worth it?Was it Worth it?

Hardest Part of Implementation is Behind UsHardest Part of Implementation is Behind Us System is Used by SellersSystem is Used by Sellers

Measure time between sellers contransMeasure time between sellers contrans

Other Functional Areas are Eager to Gain Access Other Functional Areas are Eager to Gain Access to CRMto CRM

Value of CRM System just Starting to be RealizedValue of CRM System just Starting to be Realized

YES!YES!


BACK UP SLIDESBACK UP SLIDES


Lyondell operates all over the world.Lyondell operates all over the world.AsiaAsia


Lyondell operates all over the world.Lyondell operates all over the world.EuropeEurope


Lyondell operates all over the world.Lyondell operates all over the world.South AmericaSouth America


Lyondell operates all over the world.Lyondell operates all over the world.North AmericaNorth America


LYONDELLLYONDELLWe make the chemicals that are used to We make the chemicals that are used to

make the products you use.make the products you use.Propylene

Propylene Oxide

Polypropylene

Propylene Glycol

Ethylene

Polyethylene

Ethylene Glycol

Benzene

Styrene

TDI

Butanediol

• Foam Cushions for autos and furniture and carpeting

• Plastics

• Packaging Materials

• Pharmaceutical coatings

• Antifreeze

• Grocery sacks

• Automotive parts

• De-icers

• Resins

• Solvents


TDI

PO / SM

SM

MTBE

Butanediol /derivatives

Propyleneoxide

Propyleneglycol / ethers

Consumer products

• Grocery sacks• Toys• Packaging

Polyurethanes• Auto seating• Furniture• CASE

Antifreeze / de-icersResins / solvents

PharmaceuticalCoatingsPlastics

Intermediate Chemicals & Derivatives Markets

PolyesterAntifreeze

PO / TBA

Ethylene

Toluene

Benzene

Propylene

Methanol

EO / EG

Polyethylene

Lyondell Methanol Co.

Equistar

LCR

Polypropylene

Vertically Integrated and Strategically Linked

Automotive


CRM Mobile Sale Report Overview ScreenCRM Mobile Sale Report Overview Screen

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May 19th, 2003 Mobile Sales Implementation By B. Finnegan 1 CRM Mobile Sales Global Implementation.

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