Submitted By:

Mayur Kishor Mane

Student ID: x15009009

Course: MSc in Data Analytics

Subject: Strategic ICT and eBusiness Implementations

Demo of Dunnes Store Application is available on below link: https://www.youtube.com/watch?v=piJ_449BlPU

Business Requirements: Dunnes Store is one of the big retail store present in both parts of Ireland, also the chain has operations in England, Scotland and Spain. It primarily sells food, clothes and household wares. The format of the Dunnes store include a grocery market operating parallel to a textiles store. The grocery operations present only in Irish stores and some Northern Irish stores, however some limited grocery stores present in Spanish stores. Few stores contains textiles goods and mainly other stores focuses on a supermarket. The maximum sold brand in Dunnes store is a My Family Favorite which had old name as St. Bernard brand. To manage Dunnes existing customers, developing new customers and accessing business insights of Dunnes, it need to implement a Customer relationship Management System (CRM). Some of the requirements are

1. A platform for employees and customer to perform business together. 2. Keep track of all campaigns and their respective costs. 3. Keep track of leads those are generated from campaigns and how many are converted

into opportunities. 4. Maintain order details generated by accounts. 5. Most sold products among all products.

Architecture: Salesforce platform is Dunnes secret sauce for delivering a highly customized experience to all customers, partners and employees. Using this platform, we can customize standard functionality and create objects, task, apps, and more, and we can increase the speed of processing by using different formulas.

Fig.1

Trusted Multitenant Cloud: On this platform trust is key virtue which helps to gain goal at

highest level. Scalable, Metadata Platform: The secret sauce of Dunnes platform is its metadata-driven

architecture. All customizations in this application includes schema, configuration, code, apps and lot more, which are specified as metadata. In Dunnes architecture, keeping metadata separate from the services, which allows employee to give seamless, easy upgrades.

Fast Customization: We can change scale at any time and easily. Largest Retail Ecosystem: Dunnes customer in ecosystem understand the value of secret

sauce, and this is a big part of the reason so many customers are shaking hands to make business.

Complete CRM: At the top of business what matters is support to all segments in an organization which is available in salesforce application and providing better “service as a software”.

Application Design: To design my Dunnes store application I have used below object which contains relevant number of fields as per requirement.

1. Home: This object helps to share post which can have event or document in an organizations. Also I can check how many approvals are pending and their details as well as my organizational calendar and coming task which need my attentions.

2. Campaign: It helps to extend opportunity list as Dunnes get the chance to do publicity of

their product in different campaigns.

3. Lead: It is a child object which generates from different campaigns.

4. Opportunity: If lead is able to get qualify then it gets chance to convert into opportunity. In this application qualification criteria is annual revenue which need to be more than 10K euros.

5. Accounts: Every customer is associated with particular account to process order.

6. Contacts: Contact and account is having master child relation as every account is related to contact in salesforce application.

7. Dunnes Task: Daily basic tasks will be mentioned in this area which is having people associated with that particular task and other respective details. Campaign is differentiated with Dunnes task based on duration and weightage of event.

8. Dunnes Order: Order contains, information regarding product which is going to sold and contact details with relevant calculation for payment process.

9. Dunnes Invoice: Invoice helps to make track for all transaction done and it is dependent on Dunnes order as it uses lookup data type to fetch respective order details.

10. Groups: This object is having multiple groups enrolled with multiple internal departments.

11. Products: Dunnes product list contains a particular product code with specific description.

12. Reports & Dashboard: Analysis on sales, products, campaigns, leads, opportunities and other objects is possible in this object types.

Dunnes application design is as follows:

Fig.2

Schema diagram for Dunnes store application is as follows:

Fig.3

Design of Dunnes store application is as follows: Campaign: It helps to grow company business and increment leads in an organization. Company highlights new products and demonstrate about the products those are already in market. This helps to attract more customers as company is getting chance in open market to give their best service. It includes budget, actual cost with expected revenue fields.

Fig.4

Total four campaigns are conducted by Dunnes store as shown below.

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Leads: This is targeted customer list which could be customer in future. All leads are sourced from different campaign and after qualification they will be converted into opportunities with their respective account information. Below “Type” field is an additional field which helps to distinguish customers with enterprise or retail types.

Fig.6

Total number of leads shown as below:

Fig.7

Accounts, Opportunity & Contacts: Leads are later converted into opportunities with respective accounts and contact information which will help to make orders and invoice in payment process. Opportunity editing shown below:

Fig.8

Total Opportunity list shown below:

Fig.9

Contacts editing shown below:

Fig.10

Total contacts list shown below:

Fig.11

Account editing as shown below:

Fig.12

Total list of accounts are shown below:

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Products: List of products with their respective code and descriptions are stored in this object. While making order, this object helps to mark which product consumer need particularly.

Fig.14

Total list of products are shown below:

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Dunnes Order (Customize object): Order contains, information regarding product which is going to sold and contact details with relevant calculation for payment process. Order editing shown below:

Fig.16

Dunnes order object is created as shown below:

Fig.17

Fig.18

Dunnes Invoice (Customize Object): Invoice helps to make track for all transaction done and it

is dependent on Dunnes order as it uses lookup data type to fetch respective order details.

Dunnes invoice editing shown in below tab:

Fig.19

Dunnes Invoice object is created as shown below:

Fig.20

Fig.21 Dunnes Task (Customize Object): Daily basic tasks will be mentioned in this area which is having people associated with that particular task and other respective details. Campaign is differentiated with Dunnes task based on duration and weightage of event. Dunnes task editor shown below:

Fig.22

Groups: This object is having multiple groups enrolled with multiple internal departments. My groups those are functioning in Dunnes store app for day to day activities are shown below.

Fig.23

Group feed shown below:

Fig.24

Process flow of Dunnes store application: Very first step of organization is campaign, through different campaign organization gets leads and later based on their revenue status they are getting converted into opportunities with respective accounts and contact information. In an application this information helps to make orders and invoice in the end as shown below.

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Data Entry: Campaign data entry shown below:

Fig.26

My all campaign consolidated list with their status:

Fig.27

Lead Data Entry: Dunnes store application has two ways to enter leads information into the system.

1. Leads Object 2. Web To Leads

In lead object we can have below window for data entry.

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Web To Lead technique gives us below window:

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We can put additional information of lead later in application. This will reflect in salesforce application as shown below:

Fig.30

Converting Lead into Opportunity: Based on lead annual revenue sales executive qualify lead and convert them into opportunity as shown below.

Fig.31

Jon Snow employee of Food Panda is getting converted into opportunity as shown below.

Fig.32

Same has been updated in accounts and contacts:

Fig.33

Below is list of recent opportunities of Dunnes store:

Fig.34

Dunnes Order Creation: To create Dunnes order we have customize object which contains fields relevant to order a particular product such as product name, quantity, price and contact information. Below we can see how to place an order.

Fig.35

In Dunnes order object we can have recently placed order listing to track:

Fig.36

Dunnes Invoice Creation: To create invoice to complete the order we have Dunnes invoice object which uses total amount from order object along with other relevant details as shown below.

Fig.37

To get recently placed invoice list we can use Dunnes invoice object as shown below:

Fig.38

Application Process Control: To control process we need well organized data streams which can be implemented using formulas, lookups and detailed information.

Formula used for age validation in order: Dunnes store selling liquor as well as food items. When customer is having age less than 21 then to avoid him/her from purchasing liquor we have used below formula.

Fig.39

Example shown below as customer has age less than 21 years then he/she will receive error message for liquor purchasing however for other products he/she allowed even age is below 21 years.

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For product other than liquor can be purchased by customer as shown below:

Fig.41

Formula used for age validation is given below: AND(Age_of_Customer__c < 21, Product_Name__r.ProductCode = '322') Product Liquor is having product code as 322 which is used in above formula. Formula used for Total Amount Limitation: If total amount in Dunnes order is less than 20 euros then order would not be processed and customer will receive error message.

Fig.42

In below scenario customer has order products worth of 10 euros hence immediately system will return an error with information shown below. Else if total amount is more than 10 euros then customer won’t get any error and transaction will be completed.

Fig.43

Formula used for total amount is given below: (Price__c * Quantity__c ) < 20 Formula used for lead annual revenue validation: If lead does not have annual revenue more than 10,000 euros then he is not eligible and lead details will not get incorporated in a system. However if lead is referred by one of the partner and he/she has annual revenue less than 10,000 then also this particular lead information will be incorporated in a system. Lead has annual revenue less than 10,000 euros hence we gets error as shown below.

Fig.44

If lead has annual revenue less than 10,000 euros but referred by partner then that particular lead won’t receive any error as shown below:

Fig.45

Formula used for lead annual revenue validation is given below:

Fig.46

IF(AND( AnnualRevenue < 10000, TEXT(LeadSource) <> 'Partner Referral'),TRUE,FALSE)

Formula used to calculate total amount in an order: Total amount will be calculated from number of products customer is purchasing and what is the price of product individually.

Fig.47

Formula used for total amount is given below: Price__c * Quantity__c Formula used to create Payable Amount: Payable amount will be based on how much discount is offered on total amount which is shown below.

Fig.48

Formula used to make payable amount is shown below: Total_Amount__c - ( Total_Amount__c *( Discount_Offered__c /100)) Formula used for date validation: Date and time of invoice creation should be after than or equal to date of today. Below we can see customer gets error message because date and time inserted wrongly.

Fig.49

Formula used for date validation is given below:

Fig.50

Invoice_Date__c < TODAY ()

Approval Processes: In Dunnes store application total two approval processes are used.

1. Approval process for Dunnes order 2. Approval process for Dunnes invoice

To approve process I can use any user account which is present in this Dunnes Store application and I can reassign this approval task to anyone among users.

1. Approval Process for Dunnes order shown below: If customer has total amount less than 30 euros then that particular order will be submitted for approval as shown below:

Fig.51

After sales executive or manager’s approval this order will get succeeded else it will be kept as pending as shown above.

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Now above order has been approved by authorized person hence we can generate invoice for this order. This approval process created as shown below:

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Fig.54

Diagram for this approval process is shown below:

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2. Approval Process for Dunnes invoice shown below: After completion of order in invoice we need to assign amount of discount is offered to customer. In this application if customer has discount of less than 20% then it will be accepted else it will be submitted for approval as shown below.

Fig.56

In above scenario customer received discount more than 20 % hence invoice is submitted for approval.

Fig.57

After authorized user approval invoice will be accepted as shown above. Approval process diagram for above invoice discount validation is shown below.

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Dunnes Store Reports and Analytics: This salesforce application helps to analyze organization’s data through multiple way by using different kinds of reports. Two reports for Dunnes store given below.

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Report 1: With this report we can analyze easily that which lead has maximum amount of annual revenue. From below table we can say that lead first name cersei has maximum annual revenue which is 66,000 euros

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Report 2: Below report helps to understand the actual cost of each campaign also concludes which campaign has highest actual cost. From below table we can say that campaign DM Campaign to top customer held on Nov 12-23, 2001 had maximum cost.

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Report 3: With this report we can analyze that how many leads were enroll through which specific campaign. Like through Dunnes On TV campaign we have received 3 leads.

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Dashboard: Salesforce application provides additional feature to present analysis of all process together at single place. As shown below in Dunnes store application we can visualize three different reports together with graphical representation.

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Business benefits to Dunnes store with this Salesforce application is as follows:

1. Easy Process Flow Salesforce in built has elegant process flow design ready which makes other internal organizational processes easy.

2. Reliable Data Maintenance As no human interference is involve while updating database in the application which avoids wrong data update in system.

3. Reports & Dashboards By using reports and dashboard we can easily analyze organization improvement or decrement.

4. Speed Employees are having easy GUI which makes task easier and more productive.

5. Cost Number of employee and infrastructure requirement reduces which result into reduction in capital costs.

6. Extending Business By using campaign we can increase number of customer and maintain their data sophisticatedly.

7. Easy Communication We can make customer-employee or employee-employee communication better by using groups or auto email features of salesforce application.

8. Highest Level of Customer Service Delivery

By using this application we can deliver highest level of service as it works 24*7 hours without any failure. It makes easy to answer customer query on real time basis.