Enteg Customer - Success Stories

Enteg Implements Knowledge and Sales portal at Titan Industries.

Introduction

Titan Industries is one such organization that is continually striving to learn from its past experience to create conditions conducive to its future success. A company that is considered to be as innovative as the century-old Swiss watch industry in a short span of 24 years, Titan is continuously identifying factors that aided its success as well as factors that impeded its progress so that its impressive track record serves as a stepping stone to years of stellar performance in the future. A step in this direction was the implementation of Sales and Knowledge Management portal across the company. SAP India recognized this project and rewarded TITAN with SAP ACE 2007 award.

Titan Industries – A brief profile

Titan Industries is the organization that brought about a paradigm shift in the Indian watch market when it introduced its futuristic quartz technology, complemented by international styling. With India's two most recognised and loved brands Titan and Tanishq to its credit, Titan Industries is the fifth largest integrated watch manufacturer in the world.

The success story began in 1984 with a joint venture between the Tata Group and the Tamil Nadu Industrial Development Corporation. Presenting Titan quartz watches that sported an international look, Titan Industries transformed the Indian watch market. After Sonata, a value brand of functionally styled watches at affordable prices, Titan Industries reached out to the youth segment with Fastrack, its third brand, trendy and chic. The company has sold 100 million watches world over and manufactures 12 million watches every year.

With a license for premium fashion watches of global brands, Titan Industries repeated its pioneering act and brought international brands into Indian market. Tommy Hilfiger and Hugo Boss, as well as the Swiss made watch – Xylys owe their presence in Indian market to Titan Industries.
Entering the largely fragmented Indian jewellery market with no known brands in 1995, Titan Industries launched Tanishq, India’s most trusted and fastest growing jewellery brand. Gold Plus, the later addition, focuses on the preferences of semi-urban and rural India. Completing the jewellery portfolio is Zoya, the latest retail chain in the luxury segment.

Titan Industries has leveraged its manufacturing competencies and branched into precision engineering components and subassemblies, machine building and automation solutions, tooling solutions and electronic sub-assemblies in 2002. Titan Industries has also made its foray into prescription eyewear, launching the Titan Eye+ chain of world class optical stores in 2007.

With over 500 retail stores across a carpet area of 6,60,000 sq. ft, Titan Industries has emerged as India’s largest retail network. The company has over 290 exclusive ‘World of Titan', Helios and Fastrack showrooms and 745 after-sales-service centers. Titan Industries is also the largest jewellery retailer in India with over 140 Tanishq boutiques, Zoya and Gold Plus stores and over 75 Titan Eye+ stores

Past Experiences – A Stepping Stone to the Future

Early in 2006, Titan identified two areas that held out enormous potential for the company to learn from its experiences in order to build a framework for its continued success in the future. The two areas were Knowledge Management and Sales information.

Titan Industries and Knowledge Management

KPrior to the implementation of KM by Titan, most of the documents within the company were stored and retrieved manually. No standardized workflow existed for collaboration among different employees. Looking for information and documents in a timely manner and making the company knowledge reusable was proving to be difficult. The Company felt the need to institutionalize knowledge sharing to ensure that the conditions that enabled success in the past could also be replicated in the future. Titan zeroed in on a KM portal as a key component of its business strategy to continue delivering innovative products and services to its customers.

Bangalore,India
http://www.titanworld.com/

Industry
Electronic Goods, Watches
Products and Services
Watches and Jewellery
Revenue
US$ 20.9 billion
Employees
4000
Implementation Partner
Enteg
Key Challenges
To institutionalize knowledge sharing and
build a robust KM Portal and sales portal.
Solutions and Services
SAP NetWeaver
Existing Environment
Was in need of a robust KM and sales portal to enhance Synergy within the organisation.
Implementation Highlights
The KM and Sales portal solution was implemented using SAP Enterprise Portal 7.0 which is a component of the SAP Netweaver platform.
Key Benefits
KM Portal: Central repository of knowledge Sales Portal: Online information tracking.

Titan’s Implementation of the SAP KM and Sales Portal solution

The Knowledge Management Portal (KM portal) at Titan enhanced synergy within the organization by providing a platform for employees belonging to various domains to create, store, retrieve and share key knowledge assets. Some of the Solution features included:

· Document Management System
· Universal Work-List.
· Discussion Rooms
· News
· Polls & Survey

The Sales Portal component of the solution that was implemented included the following features:

· Proposed Journey Plan
· Travel Deviation Tracking System
· Daily Call Tracker
· Expense Reimbursement
· B2B Sales Proposal Tracking System
· Competitor Activity Tracking system
· Brand-wise Sales Tracking system
· Internal customer support tracking system (Help desk)

Sales Force Information
Simultaneous with the recognition that KM was a key ingredient to its future success, Titan identified information relevant to its Sales Force as a critical area to focus. The absence of online data constrained the efficiency of the sales teams to service its outlets. Information pertaining to call activity directed towards both strong and weak territories would enable Titan to determine appropriate call patterns to penetrate while continuing to service the strong territories efficiently. Additionally, the absence of online sales activity tracking resulted in a large amount of paperwork that could now be reduced. A Sales Portal to collaborate across functions and connect with the hierarchy was envisaged.

Enteg – The Technical and Business Solutions Partner of Titan

Titan evaluated several service providers and finally chose Enteg based on its confidence in Enteg’s understanding of business requirements and its technical capabilities. Enteg used SAP Netweaver’s platform to provide the flexibility, to fulfill current requirements and lay the foundation for future enhancements using the same platform. The Net Weaver Portal component provided centralized access to all business-critical SAP and non-SAP applications based on single sign-on and an user interface. The KM and Sales portal solution was implemented using SAP Enterprise Portal 7.0 which is a component of the SAP Netweaver’s platform.

In addition to standard features provided by SAP EP, custom developments were used to meet business requirements. For example, for scenarios requiring workflow, a highly configurable hierarchy for the organization structure was maintained and retrieved during the execution of the workflow. Convenient web access provided employees with the information they need at their fingertips anywhere they are and at any time.

Business benefits of the KM and Sales portal solution realized by Titan

Titan now benefits from a portal system that serves workforce that comprises one of the largest user groups of SAP portal technology. The portal is customized to provide individuals with easy access to the applications and information they require.

Personnel across the organization can share ideas, opinions and knowledge regardless of physical location or department affiliations. This democratization of knowledge has put power in the hands of every user of the Knowledge Portal, enabling decisions to be made based on universal availability of information. Titan expects this availability of information at the finger tips to further accelerate its customer responsiveness to enable it to deliver innovative products and services to its customers. According to Titan, the pride of place in the KM system has been reserved for localized best practices. Some of these may even be simple improvements on the shop floor that have cleared production bottlenecks.

The Sales Portal has provided the Management and the Sales Force with an online information tracking tool that enables sales activity to be tracked. The features and functions built into this portal solution has provided the organization with the information that will enable it to direct appropriate sales activity to the needy territories without compromising on the sales efforts directed towards stronger territories. Besides this, the sales force has online access to powerful information from the portal, saving them a lot of manual effort that they had to put in earlier.

Commenting on the importance of the Sales Portal to the organization, Mr Kailasanathan, the CIO of Titan says, "It is very important that we capture knowledge about markets — information about the territory in which a sales officer operates, the competition in that territory, the relationship with franchisees."

	Testimonial
	Enteg’s implementation of knowledge portal enables Titan to benefit from a portal system that serves workforce that comprises one of the largest user groups of SAP portal technology. The portal is customized to provide individuals with easy access to the applications and information they require. Enteg’s implementation of Sales Portal has provided the Management and the Sales Force with an online information tracking tool that enables sales activity to be tracked Enteg's capabilities in complex program management and a customer oriented approach has helped us considerably” A huge benefit to the new knowledge management system is the 'speed to information.' Earlier, it would take a long time to set up a collaboration repository but now it can be done very fast. C.S. Ramesh G.M.(I.T.) Titan Industries

customer success stories - Titan

Enteg Implements Knowledge and Sales portal at Titan Industries.

Testimonial