The Good, The Bad & The Ugly
At VMware, various groups and processes use different customer definitions and hierarchies, leading to inconsistencies and lack of scalability. Our current collection of groupings and labels falls short in providing a true representation of customers. Reporting predominantly relies on Planning Group construct, which proves inaccurate up to 30% of the time
The Solution
Below is New 4-Layer Customer Hierarchy. This will be the Single hierarchy construct for VMware. Once this is established, this would replace different Customer Definition and Hierarchy used in VMware and groupings like Planning Group, Unique Account, Operating Account.
Key Capabilities:
- Standardized One VMware customer definition: Customer to be represented as an entity at the Global Level (Super GULT) with systematic managed exceptions for VMware.
- One VMware Customer Hierarchy: One centralized 4-level customer hierarchy for the entire VMware with governance and managed rules.
- Consolidation of Aggregating Account Constructs: Replace Planning Group/Unique Account/Operating Account/Prime Account with Customer Hierarchy which is trusted and centrally maintained.
- Simplified Account Creation Process: Self Service account creation capability with additional governance and control.
Business Outcomes:
- Unified view of Customer: Providing a consistent and clean view of looking at VMwares customers.
- Operational Effectiveness: 81% of the account creation is now fully automated (we receive 2,600 requests/week); resulting in saving of 40,000 man-hours annually for EDO.
- Clean & consistent Reporting Insights for VMware: 30% of accounts will now get correctly tagged to customer with 20% additional accounts identified to be associated.
- Faster Goal Sheets, Cleaner Territories, and Accurate quota: Ensures sales targets are realistic, achievable and reflective of market dynamics
Timeline
