1 How launching a web store drove operational efficiencies12/6/ :05 AM How launching a web store drove operational efficiencies Douglas Lombardozzi © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2 Meet Your Presenter(s)12/6/ :05 AM Meet Your Presenter(s) Douglas Lombardozzi Senior Director, Information Systems Mitsubishi Imaging (MPM), Inc. Giuseppe Ianni Business Development Director Sana Commerce Brief History Mitsubishi Imaging (MPM), Inc. provides sales and service support in North and South America for our parent company Mitsubishi Paper Mills We service the imaging needs of the photographic, inkjet and graphic arts industries We make and sell We provide commercial and in-plant printers with offset and digital solutions, high performance imaging products and we support all of our products with R&D and technical expertise. Historically our customers have been dealers and OEMs – Costco repackages our paper and sells as Kirkland We plan to expand sales into the end user market with our new web store NAV Users Since 2002, started on NAV 3.0 Upgraded in 2013 to 2009 RTC in order to take advantage of web services © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

3 12/6/ :05 AM Session Objectives Dynamics NAV - one database, platform & system for all operations How leveraging Dynamics NAV for e-commerce creates a leaner, more efficient business Self-service, historical account visibility and order tracking - online sales leads to improved customer satisfaction © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4 Session Agenda A look at the pre web store environment12/6/ :05 AM Session Agenda A look at the pre web store environment Customers, systems and processes Facilitating automation The importance of NAV business logic working with your web store Expected results Q&A Todays session, I’m going to tell a story of how we worked through the challenges of implementing an online store Some things you should think about before starting an online web store project. Try to avoid putting the cart before the horse. Upgraded in 2013 to 2009 so we could take advantage of web services © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5 Selling Online Will a web store fit with your business model?12/6/ :05 AM Selling Online Will a web store fit with your business model? Will it provide value to your customers? How will online sales impact operations? Business model Does it support online sales for all products? Need to avoid market cannibalization –Can’t compete for your customers, customers We found that identifying potential B2B customers was not so straight forward Some customers are not candidates for online sales EDI enabled Generate /fax orders from established systems Need coaxing, incentives, as they see it as extra work B2C Impact Requires breaking, repacking and shipping of items… additional warehouse costs Training to support phone/ inquires from non-technical users – historically, we deal with experienced professionals B2B Impact Overall, no real benefit, unless we automate and streamline the entire process © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6 Pre Web Store MII customer 3PL Shipment EDI invoice order edi order12/6/ :05 AM Pre Web Store invoice MII order Shipment EDI customer edi order Pre web store 3PL © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

7 Post Web Store MII customer 3PL Shipment EDI invoice B2B & B2C order12/6/ :05 AM Post Web Store invoice B2B & B2C MII order order Shipment EDI customer edi order The end game/goal – completely automated, manual exception processing only 3PL © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8 Post Web Store Order Breakdown by Source12/6/ :05 AM Post Web Store Order Breakdown by Source After analyzing historical data, interviewing customers - expect to process half of our B2B orders online Free up CS resources so they can be used more efficiently to generate added value for our customers © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9 How far outside the box have you wandered?12/6/ :05 AM How far outside the box have you wandered? Our Modifications: Split Orders Multiple Pricing Scenarios Order Visibility across split & posted End User Dealer Pricing Credit Check by Parent Mods made to NAV prior to considering a web store How will these mods made over the years fit with the web store? ERP business logic applied in web store? © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

10 NAV Mod’s pre Web Store 12/6/2017 10:05 AM Split/Linked OrdersFree Freight detection © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11 NAV Mod’s pre Web Store 12/6/2017 10:05 AM End User Pricing© 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

12 NAV Mod’s pre Web Store 12/6/2017 10:05 AM Pricing scenariosLine based Order based –works across Split & Posted orders Our big concern was how will these mods, made over the years, flow to the web store? © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

13 12/6/ :05 AM to facilitate automation additional modifications and sales policy changes were required Automation required additional modifications and policy changes © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

14 Facilitate Automation12/6/ :05 AM Facilitate Automation Consolidate old sales policies Developed logical knowledge business rules system Removed exceptions Removed manual entry The trick is keeping them to an absolute minimum, that’s the hard part. Automate the order taking process as much as possible before moving online. Implement changes so that integration with the web store will be seamless This project greatly simplified our order entry process We did not realize how much manual processing was taking place. Consolidate old sales policies Consolidated multiple freight policies Overhauled special pricing Removed customer specific exceptions Enabling automation included: Developed business rules system Select freight carrier based on location, weight and hazmat restrictions Assign free freight business logic Add selected carrier charges -drop ship, same day Enabled notifications –order received, shipped and invoiced Removed manual entry and dropdown selections © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

15 Sales Order

16 Mod’s to Web Store - End User Pricing12/6/ :05 AM Mod’s to Web Store - End User Pricing One of our biggest mod was End User pricing Item Detail page showing mod for End User pricing © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17 Mod’s to Web Store - End User Pricing12/6/ :05 AM Mod’s to Web Store - End User Pricing Quick Order form showing mod for End User pricing Development process – NAV and .NET communicate via XML Detailed oriented development support Documentation / meeting and testing © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

18 Mod’s to Web Store - Freight12/6/ :05 AM Mod’s to Web Store - Freight © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

19 Mod’s to Web Store - Freight12/6/ :05 AM Mod’s to Web Store - Freight © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

20 How does it fit? Sana Commerce fit like a glove with Dynamics NAVIntegration with business logic was seamless Provides efficient communications with NAV Leverages the time and effort we invested in NAV over the years Small object foot print ~20 Codeunits & ~20 Tables Minimal object integration Uses latest technology - web services Clean, simple and efficient – out-of-the-box in just 7 days © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

21 Increased efficiency Reduce order to invoice time Reduce CS work load12/6/ :05 AM Increased efficiency Reduce order to invoice time Reduce CS work load More time helping customers Eliminate manual errors Offer 24/7 online customer service Enter new markets Issues Related to Order taking End User Price adjustments Data entry errors New Markets Production Ink Jet market very different ordering process than Graphic Arts. Need ability to show available inventory online to registered users © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

22 Don’t forget Sales Tax Automation Payment Service Provider12/6/ :05 AM Don’t forget Sales Tax Automation Avalara Payment Service Provider Authorize.net Advertising / Marketing Web Design Service Don’t forget to include setup and license fees for these services There are strict regulations around the use and storage of credit card information which is regulated by the Payment Card Industry Data Security Standard Will you need a web design service (look & feel) Sana has a simple content management system for adding and changing content. No need for costly technical resources © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

23 demo Items to use: PICT35009, PICT35010, UM12036X100 –popular diamond-jet items IJMF0406x150 –pack size modification TDR G –End User pricing for Guaranteed Service & Supplies American Express test Credit Card Info : , 09/17, 123

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30 12/6/ :05 AM Q&A © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

31 Thank you for attending this session!12/6/ :05 AM Thank you for attending this session! Douglas Lombardozzi, Mitsubishi Imaging (MPM), Inc. Giuseppe Ianni, Sana Commerce Please complete the survey on your mobile conference app. Download session materials from the app too! Scan this to download the Summit app! © 2016 Dynamic Communities. All rights reserved. DYNAMIC COMMUNITIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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