Chirayu S Choubisa - 10 Sandeep Pande - 66

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Sales Force Automation

Agenda
Overview of Software Module and Software Functions Benefits to Businesses that use SFA How SFA helps the Sales Process Run down of emerging Technologies Case Study: Heineken USA Conclusions

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Sales Force Automation

Software overview
SFA is included in CRM due to the fact that it handles much of

the same information

Sales Force Automation focuses on supporting sales

representatives
While CRM entails finding obtaining and retaining customer

relationships

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Sales Force Automation

Benefits/Features
Increased visibility and versatility
Customizable data views increase sales successfulness Customer awareness

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Key Modules
Mobile Sales Support
Knowledge Base Lead territory and opportunity management Contact Management

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Sales Force Automation Tools

Sales Process/Activity Management Include a sequence of sales activities Guide sales reps through each discrete step in the sales process

Sales process

Opport Opportunity Generated

unity Genera ted

Lead allocated

Prospect contacted

Prospect qualified

Solution identified

Order placed

Sales activity

Sales Force Automation Tools

Sales Process/Activity Management (cont) Offer calendars to assist in the planning of key customer events

Proposal presentations Product demonstrations

Alarm Reminders Signal important tasks Generate documents as they are needed Make decisions based on the users input Generate a mailing suggestions

Sales Force Automation Tools

Sales and Territory Management
Tools that enable sales managers and executives on-demand access

to sales activities

Before, during and after the order

Enables managers to set up sales teams and link individual

accounts, regions and industries. Allows tracing of territory assignments and monitor pipelines and leads for individual territories. Allows optimization of individual teams

Sales Force Automation Tools

Contact Management Deals with organizing and managing data across and within a companys client and prospect organizations.

Sales Force Automation Tools

Lead Management
Also known as opportunity management and pipeline

management Track customer account history Monitor leads Generate next steps and Refine selling efforts online Allows sales management to automatically distribute client leads to a field or telemarketing rep based on the res product knowledge or territory

Sales Force Automation Tools

Configuration Support Automatically factors in complex customer attributes and requirements to build a solution from scratch Among the companies who may use such tools

Computer technology vendors Appliance manufacturers Telephone companies

Knowledge Management
Many CRM tools geared to SFA include functions

specific to accessing and conversing on a range of corporate documentation to supplement sales efforts and provide fast data during the heat of a sale.

SFA and Mobile CRM

From Client/Server to the Web SFA functionality now rests on a headquarters Web server running CRM software Eliminates the traditional support costs of managing communications Resource expenses are less than those needed to support the old client/server mode.

SFA and Mobile CRM

From Client/Server to the Web Simplifies access by allowing a company to outsource remote access to the ISP Laptop config and support costs are reduced It staff now manage and protect critical customer data in a central location at headquarters Risk of deleted files, smashed laptops, or lost sales reps are dramatically reduced.

SFA and Mobile CRM

SFA Goes Mobile
Support for handheld devices is the next step in the evolution. According to the Aberdeen Group, 74 million people will have

access to the Web via wireless technology by the year 2004.

PDAs Cell phones Web Phones Two-way pagers Tablet PC, Etc.

SFA and Mobile CRM

Benefits of Mobile CRM Requires much less time than traditional fax or email Field staff have access to info and can update making companies smarter about their customers Real time alert about vital customer events Just-in-time personalized messages Provides field staff with access to vase amounts of information

SFA and Mobile CRM

New wireless protocols such as WAP
Bluetooth New standard for short-range wireless communications Research the various wireless protocols and Bluetooth

Sales Force Automation Tools

Field Force Automation (FFA) Part customer service and part sales force automation Also known as field service management Field technicians receive dispatch orders via their PDAs, pagers, and cell phones Making use of these same devices during the actual repair.

An SFA Checklist for Success

Understand how SFA will help, and enlist salesperson

stakeholdership at the beginning

Initial requirements gathering Rollout tool

Communicate the value to the sales force up front Invest in-and enforce-training.

An SFA Checklist for Success

Beware of inherent sales processes packaged into SFA

tools
Customize YOUR sales process

Understand the infrastructure necessary to support

wireless technologies Let SFA use affect sales compensation. Change hiring practices and job role descriptions to include use of CRM

Sales Process

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Emerging Technologies: SaaS

Definition: Software as a Service
is a software delivery method that provides access to software and its functions remotely as a Web-based service

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Benefits of SaaS applied to SFA

Cheaper Easier Takes less time to implement Free updates

Enable customization
Less bugs and errors

To sum up SaaS is a less risky method than traditional software

use for SFA.

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Salesforce.com
Leading company in SaaS Large portfolio of applications Most of the business is in SFA solutions Good for restricted budget Access via smartphones

video

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America: Case Study

addidas sells sporting goods , apparel and footwear, to

retailer customers such as Foot Locker.

Located in Portland, Oregon Sales force team consists primarily of 200 sales reps

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Business Problem
Sales Reps had to constantly be away from the office to meet

with customers. They are said to travel 6O% of the year !!!
Because of this sales reps needed access to companys Inventory

system for :
Checking products in stock View a customer order

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Business Problem
No mobile SFA solution meant:
Sales reps had to either check inventory before they left the office or

call into the back office to access inventory data.

Due to this 2 issues arose:

1. 2.

A lack of visibility due mainly to no real time access to data Delays in execution due to constant calls to back office.

Extra work and stress!

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Developing A Solution
Decided to develop a solution for use on the

already in use BlackBerry cellphones.

Wireless network access that was needed by the

app was provided via AT&T.

The functionality to access the companies ERP

inventory data was provided via their Atlas2Go app.

A custom JAVA app developed by an in-house

developer
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What does it do?

The custom mobile app interfaces with Atlas2Go to provide reps

with the ability to perform inventory queries

Also the app allowed reps to send emails containing desired

product information
Collects Sales Data

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Benefits To Addidas
Real time access to inventory

data, thus sales reps can supply current information to customers

No more interruptions in the back

office from sales reps.

Real-time access avoids customer

disappointment.
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Issues with Implementation?

Solution addressed key problems in addidas business process:
Lack of visibility Delays in Execution

Also the company used what it already had:

Blackberry technology Already developed Atlas2Go app

Translates to a small cost of $10,000 taking only 2weeks to

implement!

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The End
Questions

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