Context and Stakeholders

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Main Stakeholders for Solvay 1688 flagship store operations

Service Providers

Solvay

Store Operations Management – SinoPrinciple

•Create and maintain the online store
•Customer service – Pre-sales and after-sales
•Order handling (partial): Receives orders, verifies payment & customer confirmation,… (except invoicing)
•Digital branding / marketing
•Monthly Reporting & Statistic

GBU

•Define value proposition, pricing, product portfolio, forecasting, lead management…
•Provide content for marketing campaigns
•For order handling, take care of:
•Submitting VAT invoices
•Logistics for vanillin products (in own or 3rd party warehouse)
•Monthly billing in SAP for online sales
•Take care of complaints investigation

Logistics Provider – Milkyway

For catechol only:
•Provides warehousing
•Ensures delivery from warehouse to the customer

SBS

•For order handling, issue VAT invoices
•Transfer online sales money monthly to Zhenjiang Bank Account (Bank of China)
•Controls SAP billing with payments

Third party warehouse

For Rhovanil 25kg and Rhodiarome only:
•Provides warehousing
•Picks and packs the goods for customer delivery

Excellence Center

•Main contact point with service providers and GBUs
•Manage promotion and marketing campaigns
•Monthly reporting and reconciliations
•Monitor vendor performance and project KPIs

High level roles

Role	Service Provider SinoPrinciple	Service Provider Milkyway	SOLVAY
Customer Service (pre sales)
Order Handling & Delivering		Logistics – catechol only	Invoicing Logistics – vanillin products only
Complaints management	Customer interface and collect evidence		Investigation & Solution
Monthly billing	Sales reporting	Inventory reporting - catechol only	Reconciliation and billing Inventory reporting – vanillin products only
Service providers' payment	Send invoice	Send invoice	Makes payment

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