1. Best Practices for International eCommerce Deployments

2. Lifecycle of Deployments
Manage Stakeholders
Process Introduction
& Training
Health Checks, Support & Maintenance
Systems Overview
& Training

3. Managing Stakeholders
The success of any process and / or application change is measured by the level engagement of the stakeholders involved. Involvement and commitment help drive ownership to all levels of the organization thus directly impacting the success of customer deployments, quality invoicing resulting in paid invoices.
External Stakeholders
eCommerce Team
Internal Stakeholders
Drives project timelines and milestones
Sets requirements for electronic and paper invoicing
Sets price validation requirements
Communicates local government requirements
Serves as conduit between all stakeholders
Provides all scenarios for testing & tests with customers
Monitors catalog prep, provides best practices, uploads to OFS, publishes to internal repository
Responsible for all stakeholder readiness tasks
Ultimate owners of the new deployed eCommerce process and accurate invoicing
Champions the Change
Tier 1 invoice dispute mitigation
External Customer
Customer Finance Team
Customer Contract Team
Customer Integration Team
Trading Partners Integration Team
OFS Portal
Adan Solis
Armando Gomez
Eliane Fisher
Stacie Fox
Business Development
Operations
Finance IT
Customer Financial Srvcs
Business Unit Point of Contact

4. Process Introduction & Training
Identify local department champion(s)
Provide an overview of eCommerce and high-level deployment timeline
Identify customer billing patterns or special invoicing/ payment cycles
Determine if any business unit(s) will be exempt from the deployment
Provide known impacts to the process and systems
Outline the key drivers, benefits, and KPIs for the transition to electronic invoicing
Gather and understand the concerns, questions, exceptions and/ or other local / government requirements
Take into account local culture, holidays, and religious events

5. Systems Overview & Training
Review As-Is and To-Be process and make note of the systems involved in supporting the process
Demonstration of future state by way of demo of invoicing lifecycle
PO Retrieval
(Manual)
HAL SAP Generate Invoice
Print Invoice
Mail/ Hand Deliver
Current
State
PO Retrieval
(Functional Mailbox)
HAL SAP Generate Invoice
HAL Oracle
iDoc→XML
Trading Partner
Customer
Future
State
Price Catalogs
PO Functional Mailbox
Documented Customer Requirements
Electronic Document Repository
EDI Popup Screen (SAP)
Dispute Resolution System and Process

6. Health Checks, Support & Maintenance
T-3 weeks Customer Deployment Sessions
Customer facilitated end-to-end training session
Local, onsite live invoice transaction session with customer, employees, and eCommerce team
T+3 weeks (prior to 1st month end)
Hosted by eCommerce Team
Pull transaction details and system utilization
Identify any issues, gaps or recommended training refreshers
Agenda based on remaining gaps and areas of improvement
T+7 weeks (prior to 2nd month end)
Similar to T+3 weeks
Share eCommerce KPI’s
Hosted by International OTC Lead and local Deployment Champion(s)
T+6 months
Monitor invoicing performance through KPI’s

7. Key Takeaways Never to early to begin Change Management
Secure local business champions
Develop feedback loops and communication routines
Pair screen shot examples with training documentation
Use live demos as often as possible
Transparency is Critical
Stakeholders need to be aware of requirements and how those requirements may negatively impact their business
Be leery of ad-hoc and one off customer technical requests – standardize
Don’t underestimate the value of post deployment health checks
3 weeks, 7 weeks, and 6 months
Are there any bad habits forming that need to be addressed and taken into account for future deployments