OneView Marketing Training Supplement June 2010

General Contents –Overview –Marketing Configuration –Marketing Campaigns –Marketing Projects –Marketing Project Items –Marketing Leads & Mass ing –Reports –Administration –Questions & Feedback

Overview

OneView is a Customer Relationship Management (CRM) program designed to: –Improve Agility’s ability to identify customer needs and build innovative solutions –Capitalize on opportunities for collaboration and synergies between multiple business groups –Consolidate corporate knowledge and create a central repository of companies, contacts, opportunities, etc. –Reduce ad hoc reporting requirements by standardizing reports and making them accessible to management Fast Facts Deployed July 2008 Current State: - Deployed in over 50 countries - Used actively by GIL, Freight & Logistics, Project Logistics users globally

Executive Sponsor – Holger Altvater –Objectives for session –To test and improve the final system against the specified requirements –To enable Marketing Managers to work with the OneView functionality for Marketing and drive roll-out in their region –To discuss Marketing Activity Plan (MAP) migration –Outcomes –Going Live with OneView for Marketing –Draft Implementation plan for each region –Draft plan for the transition of MAP contents to OneView

Marketing Module –OneView will support the existing marketing process by: –Tracking, managing and reporting on marketing activity –Identifying sales revenue generated from marketing campaigns/projects –Automate report generation –General Definitions: –Marketing campaign –Broad marketing initiatives –Marketing project –Specific marketing initiative(s) that support the objectives of a marketing campaign –Marketing project items –The task(s) associated with a marketing project

Minimum System / PC Requirements –OneView System Requirements: –Windows XP/Vista –Internet Explorer 6, 7, or 8 (no, not Firefox, or Safari) –Calendar Synchronization –Requires an account on the logistics domain –All references to calendar synchronization in this document assume that you have an address on that domain –Migration of all users to the logistics domain is in planning stages with Corporate IT

Installation & Logging In –OneView requires a small installation / download prior to use –This requires local administrative rights on your PC –Installation will be carried out by your local IT team or by accessing –On opening the URL you will be asked to provide your userid –User ID is logistics\ –Password is your Outlook password or “password” NOTE: There is a delay when first downloading (approx 1 min) so you should not cancel the screen even if it looks like it is not downloading.

Outlook Integration – Set up –OneView allows you the ability to import s against contacts –Open Outlook to set up this function –Within Outlook select View->Toolbars- >Pivotal –This will add the Pivotal Outlook Toolbar –From the new toolbar select “master" from the drop down choice list –To import an into OneView: –Select the in your Inbox –Click on the Export Button on the Pivotal toolbar –A pop up window prompts for confirmation of import and details of contacts/company –Click the Yes Button to import –Requires OneView contact with matching address

OneView Support Structure OneView Product Team Global Administrator Region Administrator P&L Trainer One View User Digica Send help desk ticket to Issues with training, functionality, process, etc. Application errors Errors OneView Product Team Region Administrator Country Administrator Team Administrator One View User TCS Send help desk ticket to Errors

OneView HelpDesk Ticket –The OneView HelpDesk Ticket is used to report technical issues and/or report bugs with the application –To raise a HelpDesk Ticket fill out the embedded OneView HelpDesk Ticket completely –Send the ticket/file in an to: –Enter OneView Support Ticket in the subject line –Do not leave the subject line blank –Do not have RE: or FW: in the subject line –Copy your OneView Administrator –Include relevant screen shots –The HelpDesk will record the issue and forward to the relevant parties for action –Local IT, OneView IT Support Analyst, OneView Product Team

OneView Marketing Configuration

My Portal Tab - SmartPortal Customization –Use the Personalize Button to Configure Your Home Page –Three marketing specific channels (My Portal Tab): –Marketing Campaigns –Marketing Projects –Mass ing –Select the channel to see the corresponding portals –Must be designated as marketing user on employee profile to have access to business objects

My Portal Tab – Marketing SmartPortal Options –My Open Marketing Projects Where I am an Owner –My Open Marketing Projects Where I am a Sponsor –Open Marketing Projects Where I am a Team Member –My Open Marketing Project Items Where I am an Owner –My Open Marketing Project Items Where I am a Sponsor –Open Marketing Project Items Where I am a Team Member –My Teams Completed Marketing Project Items in Last ? Days (based on Project Owner) –My Teams Open Marketing Projects (based on Project Owner) –My Teams Open Marketing Project Items (based on Project Owner) –Marketing Projects/Items Awaiting Approval

My Portal Tab – Sales (Marketing) SmartPortal Options –Marketing Projects where I am Assigned –Marketing Projects where Sales Visibility Start Date and End Date are within Current Date –Marketing Projects where my Team are Assigned –Marketing Projects where Sales Visibility Start Date and End Date are within Current Date

My Menu Tab - Left Hand Tool Bar Customization –Use the Personalize Button to Configure Your Home Page –Marketing specific business objects (My Menu Tab): –Marketing Campaign –Marketing Projects –Marketing Channel Partners –Marketing Collateral –Marketing Media –Mass ing –Must be designated as marketing /mass er on employee profile to have access to business objects –Total of 6 business objects related to mass ing

Marketing Campaigns

–Only global/regional marketing users can create campaigns –All marketing users can view all marketing campaigns –Includes start/end dates, campaign budget, owner and sponsor –Only the campaign owner and sponsor can edit the campaign –Campaign financials will only be visible to the campaign owner and sponsor: –Budgeted Amount –Actual Spend

Finding a Marketing Campaign –Click “Quick Search” under Marketing Campaign Business Object on the Menu Bar –Use the Quick Search capability to locate the campaign –Click on the right facing arrow to open the campaign

Marketing Projects

Marketing Project Creation / Search –Marketing projects must be linked to a campaign –Creating a Marketing Project: –Click the Marketing Projects Tab from the Campaign Form –Click the “+” sign to create a new project –Marketing Projects Business Object –Allows you to access the search functions & reports

Marketing Project OverView –Any marketing user can create a project –Only the project owner/sponsor can view and edit budget for a marketing project –A Marketing Project will have the following “status” levels: –Idea, In Progress, Completed, Cancelled –All projects are placed in the “idea” stage until approved by the global / regional marketing lead –Global / regional marketing users will review the pending projects via smart portal –Marketing Projects will not appear on certain marketing reports until they are approved, i.e. past the “idea” stage

Project Tab –Orange dots designate mandatory fields and must be completed before the project can be saved & forwarded for approval –Must click “Save” before switching to another tab –Top section contains Marketing Project Information –Consistent naming convention, (country-year-name) –Project type/sub type –Status (defaults to “Idea”) –can be changed after approval –Activity start/end dates –Sales visibility dates – for linkage with sales opportunities (must tick box to display to sales) –Event Date – for this project –Project Budget or “Free of Charge” –Brief Description of Marketing Project –Marketing Project Overview – quick report access

Project Tab - Continued –Scroll down for additional fields –Additional Search Attributes – for reporting and search purposes –Territory – designate the region/country/city the project affects –Industry Type – use to identify the industry focus –Project Item – Items to support the project (more to follow) –Channel Partner – use drop down list or add additional by clicking Update Channel Partner Button –Team Member – add additional marketing team members to provide visibility and edit access

Project Tab Buttons –New Activity –Opens the Activity Form for the creation of calls/meetings/tasks to support your project(s) –Mass ing –Requires “Mass er” access rights –Project Sub Type of “ Blast” –Project must be approved –Import Leads –Allows you to import leads via template (more to follow) –Show s –Displays the s that have been sent from or imported into OneView –Create s –Allows you to create and send s to contacts listed in OneView

Results & Briefing Tabs –Results Tab –Grids auto populated by the system –Will change dependent upon Marketing Project Sub Type chosen –Lists all expected and actual results for your marketing project –Ability to add additional rows to grids –Rebuild Calendar grid capability –Briefing Tab –Add Briefing document as attachment –Answer a series of pre defined questions to summarize the objectives based on the project type selected –Question field is read only –Global/regional administrator will review question responses and take them into consideration when evaluating / approving the project

Opportunity & Leads Tabs –Opportunities –Displays Opportunities developed by sales that have been linked to your marketing project –Click the right “play” arrow next to the opportunity to view the opportunity details –Leads –Ability to create unqualified leads or upload multiples with minimal data –Un-qualified leads need additional information to obtain a qualified status and forwarded to sales –Perform a de-dupe before forwarding to sales –Delete all outstanding unqualified leads when closing/cancelling a project –Sales Leads Grid tracks leads sent to sales

Notes & Activities Tabs –Notes –Rolls up notes from the activities linked to the project –Activities –Will display a list of activities that have been defined against the marketing project –Add and view related projects or project items –Ability to add sales attendees –Function allows Sales to assign themselves as attending Events

Project Form Tabs - continued –Interactions Tab –Keep track of who you interacted with and what was given –View Mass ing campaigns –Collateral given to a branch or given to a customer –Assign specific Sales people to the project –Effectiveness / pipeline of assigned sales people will appear in Project Overview report –Attachments –Attach documents important to the Project –Link to documents in Connections or external websites –Not to be used as a repository

Marketing Project Items

Project Items –Tasks and items that support a marketing project –Form is nearly identical to the project form –Project items will not roll up to budget/actual totals or appear in marketing reports until they are approved –“Mass ing” button only available if: –Project sub type contains “ blast” –User is designated for mass ing –Project Item is approved i.e. past the Idea stage

Leads & Mass ing

Marketing Leads –Leads that are developed by Marketing from trade shows, etc. –Lead De-dupe process checks against other companies and contacts already in OneView –Once the Lead is qualified it will be passed to sales –Designated country lead administrators then forward the lead to the appropriate sales person to qualify –Reports can be run to see effectiveness of marketing campaigns/projects based on the number of leads converted into opportunities

Lead Import Template Import Instructions: –Enter all information possible using the DROP DOWN field data where required. Numbers in brackets identify the maximum number of characters allowed per field –All MANDATORY data (highlighted in yellow) must be entered plus either a phone number or an address (highlighted in light orange) –If a single mandatory field is not entered the record will NOT be uploaded –Once all data is entered cut and paste the data only into a separate Excel sheet and Save to a directory / folder. Do not copy the column headers –Open OneView and select the Import Leads Button, browse to the saved file location and select the saved file for upload –On completion OneView will confirm the number of leads uploaded based on the above rules re mandatory fields

Creating Lists –To create a contact or employee list from OneView, use the search functionality –Click the Advanced Tab and enter additional parameters to focus your search/list –Click “Search” –Build your list by ticking the individual record, or to select all tick the box at the top of the list. –Click “Save Selections To” button in order to save your list to a file

Creating Lists - continued –Add your list to an existing list, or designate as a New List –Click the arrow next to “New List” –Name your list using a consistent naming convention: –country-date-list name –Designate Access Type –Private –Public –Public – Read Only –Enter comments to further identify the list –Click “Save” –Click “Saved Results” to access your saved lists

Mass ing – Granted by Permission Only –Mass button activated for Project Sub Type – Blast –Allows you to send mass s to specific lists of: –Contacts –Leads (both sales and marketing) –Employees* –Available templates centrally maintained – s can be tailored to the recipient by adding tags such as: –Contact first name –Contact last name –Attachments can be added – size restricted to half MB

Marketing Reports

Reports –OneView has a robust array of reports –Access 2 reports via Campaign and Project forms –Access additional reports by clicking the Reports Business Object and selecting “Reports by Object” –Four more marketing reports available –Click arrow to access the chosen report –Additional Marketing Extract report available from your “My Profile”

Reports - continued –Opening reports will sometimes present a parameter screen –Manipulate drop down fields to configure report –Report will run and display in the window –Data is restricted based on security access –Can be printed or saved and ed

Marketing Reports –Marketing Campaign Overview (available from Campaign form) –This report shows Marketing Campaigns with their assigned Marketing Projects and Items with a break out of budget by sponsor. This enables you to ensure fundings match marketing objectives. –Marketing Project Overview (available from Project form) –This report shows Marketing Projects data with a break out budget by Marketing Item sponsor. The report has the option to display Project Items, Activities, Leads, Opportunities and Mass Mailings. This enables you to ensure appropriate resources for your marketing projects –Marketing Extract (available from “My Profile”) –This extract will provide key data from all your Projects and Items in an Excel data file

Marketing Reports (Cont’d) –Marketing Campaign Activity Plan –This report shows Marketing Activity within the specified date range. This enables you to plan ahead –Marketing Project Activity Report –This report shows Expected and Actual results for Marketing Projects and Items within the specified date range. This enables you to measure your effectiveness. –Marketing Project Analysis –This report shows Marketing Projects and Items based on user defined search options. This enables you to search and analyze Marketing Project and Items by categories. –My Marketing Project Activity –This report shows my / my teams marketing activity over a defined date range. This enables you to manage the priorities and deadlines for you / your teams

Administration

–Marketing Collateral –Used to create a list of collateral produced/link to a specific project or project item –Populates the collateral drop down field on the Project Tab –Use the Interactions Grid to designate who received the collateral (contact, lead or employee) –Can update directly from the project or project item if the media does not appear in the drop down menu (field name is hyperlinked) –Marketing Media –Maintains a list of media given to contacts –Populates drop down field on the Project Tab –Can update directly from the project or project item if the media does not appear in the drop down menu (field name is hyperlinked)

Workshop

Groups Communications (Global User) –Mariam, Nita, Mykal, Sara Regional (Regional User) –Toby, James, Marina, Brian Specialties (Regional User) –Jennifer, Mark, Karen Areas (Marketing User) –Gregor = Middle East –Annika = Europe –Vanessa = Asia logistics\ CrmTest024 – Global Marketing CrmTest023 – Global Marketing CrmTest015 – Global Marketing CrmTest022 – Region Marketing (Middle East) CrmTest021 – Region Marketing (Europe) CrmTest014 – Region Marketing (Asia) CrmTest013 – Region Marketing (Americas) CrmTest018 – Normal Marketing (Europe) CrmTest017 – Normal Marketing (Middle East) CrmTest09 – Normal Marketing (Americas) CrmTest08 – Normal Marketing (Asia) Password = password

Workshop Exercise / Testing Navigate to the provided TEST site URL and log in using assigned Userid’s –Search and open Agility Campaigns created in system by Holger –Create 2-3 Projects against each campaign –Fill in data in all screens where applicable –Make sure that at least two of these Projects get approved –Create 2-3 Project Items against 1-2 projects and make sure that you can enter data ok –Make sure that you approve some of these so they: –Appear on the roll ups for the Project and campaign –Appear on reports etc –Add activities to Projects –Check your home page and make sure that the smartportals show the created projects etc –Try running a couple of the Marketing reports

Hooray! You are now OneView Trained! Questions, Comments, Feedback