casestudy l'oreal

Distribution management

system for LOreal

Overview: LOral India Private Limited

produces cosmetics, beauty care products,

and perfumes for men and women. LOreal

is the global leader in cosmetics with 5 key

expertise in hair care, hair colour, skin care,

make-up and fragrances. The company was

founded in 1991 and is based in Mumbai,

India. LOral India Private Limited operates as a

subsidiary of LOreal S.A.

Benefitsof

Real-time data

Services across India

Reduction in cost Distributors benefit

Speed of operation

Complete control over business

Loreal has over 700 distributors across

India. In the past LOreal distributors

didnt use any uniform reporting software.

With the growing number of the distribu-

tors, it was getting difficult for LOreal to

get speedy and accurate sales reports on

daily basis. Therefore, LOreal deployed DMS

application at the distributors

locations with the help of an IT service

provider. A DMS Application or Distribution

Management System (DMS) is a collection

of applications designed to monitor and

control the entire distribution network.

Also, LOreal wanted to get sales report

in real-time. So, it decided to introduce

Hand Held Terminals to the sales teams

of the distributors. A Hand Held Device

imparts mobility to the business as the sales

person can feed in data about the sales

made from anywhere. He can update the

DMS system at the distributors site easily

and remotely through GPRS mobile service.

LOreals on-going service provider was

unable to provide rollout and support

services across India, so it partnered with

CMC to execute the same. With CMCs

help, LOreal has been able to rollout

Hand Held Device for over 500 distribu-

tors across India. CMC helped the cosmetic

company with rollout, helpdesk and asset

management support (like rectifying

manufacturing defects, replacement of

faulty devices, software upgrades, etc.) for

both Handheld Device and DMS Application.

Business ChallengeLOreal had implemented DMS Applica-

tion on dealers PCs through a service

provider. LOreal decided to give Hand Held

Terminals to the dealers sales teams which

complemented the DMS System. It was done

to get mobility into the business as well as

Case Study: Distribution management system for LOreal 2/6

as real-time tracking of sales, stock and

performance of distributors sales teams. As

LOreals on-going service provider didnt

have support facility across India so it was

unable to provide rollout for Hand Held

Device.

LOreal also wanted to provide online and

onsite support to dealers employees for

using the DMS application as well as the

Hand Held Device. It wanted to ensure that

they are able to accept the new reporting

system and use it with confidence. This

required a strong implementation and

support model as well as a profession-

ally managed IT support service team.

Therefore, LOreal scouted for another

business partner who could provide help

in the rollout of Hand Held device and DMS

application, give training to the sales staff

of dealers as well as online and onsite sup-

port after the rollout. With its expertise in

this field, CMC was chosen as the preferred

partner to deliver the required solution.

How we helpedCMC delivered hand held devices to

distributors along with proper docu-

mentation. It carried out staging of

device like charging, loading applications,

tagging them distributor wise, etc. It installed

handheld device software at all distributor

locations. It provided training to the sales

staff of dealers so that they could handle and

update the DMS Application and Hand Held

Device easily. It provided centralised

helpdesk to resolve issues of the distribu-

tors across India for both DMS Application

as well as Hand Held Device. CMC provided

region wise deputation of engineers so that

the distributors could get professional help

within 12-24 hours for the issues which

couldnt be resolved by the helpdesk.

Benefits to the client

1. Speed of operation: As the centralised

helpdesk remotely resolves most of the

issues therefore it gives timely resolu-

tion to the distributors which saves their

business hours. The distributors are able to

generate accurate and timely reports with

the help of uniform tracking system like

DMS and update the system on real-time

basis with Hand Held Device. This helps to

speed up the sales process.

3/6

2. Services across India: CMC has a strong

support facility across India. It provides

support services to the LOreal distributors

through length and breadth of the country.

It has deputed engineers region wise so that

the distributors can get professional help

within 12-24 hours for the issues which

couldnt be resolved by the helpdesk.

3. Reduction in cost: CMCs cost

effective solution like centralised helpdesk

to give resolution over call or email helped in

reducing project cost. The helpdesk

rectifies problems by remotely access-

ing distributors system, using their own

infrastructure instead of LOreals, in

effect bringing down the cost related to

running an office set-up, hiring manpower,

etc. LOreal was easily able to relocate their

own IT officers to other projects saving the

company resources.

Case Study: Distribution management system for LOreal

4. Complete control over business: LOreal

was able to centrally monitor the dealers

sales team and their performance. It was

able to exercise complete control over the

business environment with centralised

delivery system. It was able to manage

distributors across India with a uniform

4/6

5. Distributors benefit: The distribu-

tors have also benefitted from centralised

helpdesk services provided by CMC. The

multilingual toll free number can remotely

provide them with timely resolutions. They

can call without incurring any cost. They

tracking system as the dealers started

generating online, real-time, and uniform

report about the sales made. LOreal now

understands the market dynamics better.

This helped in streamlining the business

and saved on cost and time.

can reduce downtime by getting immediate

resolution over the call or email.


Client testimonial

The fast paced FMCG industry is always on the search for the best - the best software

product, the best team, the best project executioner, etc.

LOreal Indias unique approach to

give the best, have the best has always

ensured the search for the buck ends at the right

spot.

LOreal India has provided their 500+ dealers

across the country with the best in the class Dealer

Management Solution from XXX.

The silver lining for the organisation was to sustain

the usage of the application and ensure complete

acceptance across the business community. This

required a strong implementation and support

model in place that was capable of handling the

business pressure and build trust and confidence

among the business users. The introduction of

Motorola handheld and Vxceed solution to the 500+ sales force emphasised the necessity

of having a professionally managed IT support service team.

CMC Ltd. with its distinctive approach, skilled resource pool and strong pan India

presence was the obvious choice for managing this prestigious responsibility for LOreal

India.

With the overwhelming success of handheld rollout across the country, CMC had

established the confidence of managing this portfolio effectively. CMC Helpdesk has

boosted the confidence level with the DMS support.

We look forward to the same enriching experience over the period with CMC.

-Vikram Shetty

Manager Business Application, LOreal

5/6

CMC Ltd. with its distinctive approach,

skilled resource pool

and strong pan India

presence was the

obvious choice for

managing this pres-

tigious responsibility

for LOreal India.


About CMC Limited

Incorporated in 1975, CMC is a pioneer Information Technology solutions

provider in India (CMC Ltd is listed on NSE and BSE with symbol CMC) and is a subsidiary of

Tata Consultancy Services Limited, Asias largest software Company. Operating out of 18

offices and 180 service locations in the country, CMC employs over 10,000 people and has a

wholly owned subsidiary in USA called CMC Americas, Inc.

CMCs vision is to operate globally and bring the benefit of Information Technology to

improve the productivity of its customers and the quality of its customers products and

services. CMC combines horizontal expertise in Information Technology with its vertical

experience developed by working in a wide range of Industries.

For more information contact:

Email: [email protected]

Website: http://www.cmcltd.com

Corporate address:

Global Head Marketing & Strategic Communication

CMC Ltd.

CMC House, C18, Bandra Kurla Complex, Bandra East,

Mumbai, 400051

India

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information contained here is correct at the time of publishing. No material from here may be copied,

modified, reproduced, republished, uploaded, transmitted, posted or distributed in any form without

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Copyright 2013 CMC Ltd.

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