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TRAINING FOR TRAINER Sales Force Automation Selasa, 22 April 2014 Hotel Tentrem, Jogjakarta 1 Customer Assistant Through Automated, Lean & Integrated System.

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Presentasi berjudul: "TRAINING FOR TRAINER Sales Force Automation Selasa, 22 April 2014 Hotel Tentrem, Jogjakarta 1 Customer Assistant Through Automated, Lean & Integrated System."— Transcript presentasi:

1 TRAINING FOR TRAINER Sales Force Automation Selasa, 22 April 2014 Hotel Tentrem, Jogjakarta 1 Customer Assistant Through Automated, Lean & Integrated System

2 Agenda Training BAB 1: SFA Overview BAB 2 : Lead and Prospect Management BAB 3: Opportunity Management BAB 4 : Quote Management BAB 5: Inquiries 2

3 BAB1 Sales Force Automation Overview 3

4 Objektif Modul Setelah menyelesaikan modul Lead and Prospect Management, anda dapat melakukan : mencatat informasi prospect pelanggan mengelola data lead yang diperoleh dari third party kualifikasi lead setelah prospect diverifikasi 4

5 Lead and Prospect Management Overview Tele Verification Contact Person Prospect Opportunity 5 Mass Loader Tools 2.1 Prospect Creation Refused Recall-No Answer, Busy Tone Recall- Long Tone Not ValidValid OK 2.2 Lead Creation 2.3 Lead Qualification RejectedRetiredConverted Account Executive Manual Creation on UI

6 BAB 2 – Lead and Prospect Management 2.1 Prospect Creation 2.2 Lead Creation 2.3 Lead Qualification 6

7 2.1 Prospect Creation Prospect adalah target sales yang berisi contact dari calon pelanggan maupun existing pelanggan yang berpotensi untuk berlangganan service Indosat Prospect creation bertujuan untuk mencatat informasi: - contact person prospect - Nama CCA dan CA - Address CA - CA Type, Customer Segment, Total# employee, dan Line of Business - Sumber data prospect 7

8 2.1 Prospect Creation – Contoh Kasus 8 Deskripsi Kasus - Tele Verification menerima data lead dari vendor atau third party - Terdapat PT Phintraco Consulting sebagai CA, dan PT Phintraco Group sebagai CCA prospect, dengan Dewi Safitri sebagai contact person

9 2.1 Prospect Creation – CATALIST Process 9 Tele Verification Login Aplikasi CATALIST Input Informasi Prospect Navigasi ke Screen Prospect Klik Tombol “New”

10 2.1 Prospect Creation – CATALIST Process (UI) 10 1.Navigasi ke Screen List Management 2.Klik Link Bar Prospects 3.Klik tombol New untuk membuat prospect baru 4.Input informasi prospect, dan simpan informasinya 5.Klik Prospect Name untuk drill down detail prospect 6.Tekan Ctrl+S untuk menyimpan data

11 2.1 Prospect Creation – CATALIST Process (UI) 11

12 BAB 2 – Lead and Prospect Management 2.1 Prospect Creation 2.2 Lead Creation 2.3 Lead Qualification 12

13 2.2 Lead Creation Lead dapat di-create melalui: - mass loader tools - UI lead screen Lead berisi informasi: - contact person/prospect yang akan dilakukan kualifikasi - lead status - sales team - owner - informasi company - Informasi lead qualification 13

14 2.2 Lead Creation – Contoh Kasus Tele Verification menginput lead atas Prospect Name : Dewi Safitri, dengan : - CCA : PT Phintraco Group - CA : PT Phintraco Consulting Lead akan ter-create dengan status “Qualified” untuk selanjutnya dilakukan lead qualification 14

15 2.2 Lead Creation – CATALIST Process 15 Tele Verification Login Aplikasi CATALIST Asosiasi Prospect Pada Lead Navigasi ke Screen Lead Klik Tombol “New”

16 2.2 Lead Creation – CATALIST Process (UI) 16 1.Navigasi ke Screen Lead 2.Klik Link Bar My Leads 3.Klik tombol New untuk membuat lead baru 4.Input informasi lead, asosiasikan dengan prospect, lalu simpan informasinya 5.Klik Description untuk drill down detail lead 6.Tekan Ctrl+S untuk menyimpan data

17 2.2 Lead Creation – CATALIST Process (UI) 17

18 BAB 2 – Lead and Prospect Management 2.1 Prospect Creation 2.2 Lead Creation 2.3 Lead Qualification 18

19 2.3 Lead Qualification Lead Qualification adalah proses di mana Tele Verification melakukan validasi dan verifikasi data lead 19

20 2.3 Lead Qualification – Proses Bisnis 20

21 2.3 Lead Qualification Lead Status Life Cycle meliputi : 21

22 2.3 Lead Qualification 22 Qualified Status ketika lead pertama kali dibuat, baik melalui mass loader tools maupun UI Screen Lead Rejected Status rejected dikategorikan menjadi 3 rejected reason code: 1. Rejected Refused 2. Rejected Recall – Busy Tone 3. Rejected Recall – Long Tone

23 2.3 Lead Qualification Retired Setelah dilakukan verifikasi, data prospect tidak valid Converted Data prospect valid, dan sesuai dengan kriteria prospect segment sebagai non-Large Enterprise untuk kemudian dilanjutkan menjadi opportunity 23

24 2.3 Lead Qualification Kategori kualifikasi lead dengan lead status sbb: 24

25 2.3 Lead Qualification – Contoh Kasus Tele Verification melakukan verifikasi lead atas prospect PT Phintraco Consulting dengan menghubungi Dewi Safitri sebagai contact person PIC Corporate Setelah lead diverifikasi, data valid dengan customer segment bukan sebagai Large Enterprise, maka lead dapat dikonversi menjadi opportunity Setelah lead dikonversi: - Lead status berubah dari “Qualified” menjadi “Converted” - CCA Name PT Phintraco Group ter-create dengen status “Prospect” - CA Name PT Phintraco Consulting ter-create dengen status “Prospect” - Dewi Safitri sebagai Prospect Name pada prospect berubah menjadi contact atas CA tsb 25

26 2.3 Lead Qualification – CATALIST Process 26 Tele Verification Pilih Lead Record yang akan dilakukan kualifikasi Opportunity Klik Tombol “Retire” Klik Tombol “Reject” Klik Tombol “Convert” Account Executive Auto-Assignment Manager Prospect Info: - CCA - CA - Prospect Name CCA CA CA Contact Convert Navigasi ke Screen Lead

27 2.3 Lead Qualification – CATALIST Process (UI) 1.Navigasi ke screen Lead 2.Pilih lead record yang akan dilakukan lead qualification 3.Klik Tombol “Convert” jika prospect valid 27 1.Qualified  Converted

28 2.3 Lead Qualification – CATALIST Process (UI) Qualified  Rejected 1.Navigasi ke screen Lead 2.Pilih lead record yang akan dilakukan lead qualification 3.Klik Tombol “Reject” 4.Pilih Reject Reason Code : Recall – Long Tone, atau Recall – No Answer, busy tone, atau Refused 5.Klik tombol OK

29 2.3 Lead Qualification – CATALIST Process (UI) Qualified  Retire 1.Navigasi ke screen Lead 2.Pilih lead record yang akan dilakukan lead qualification 3.Klik Tombol “Reject” 4.Pilih Reject Reason Code : Not Valid, dan input retire comment 5.Klik tombol OK

30 BAB 3 – Opportunity Management 3.1 Opportunity Creation 3.2 Opportunity Stage 3.3 Opportunity Activity Upload Opportunity Attachment 3.5 Copy Opportunity 3.6 Update Opportunity Revenue

31 Objektif Modul Setelah menyelesaikan modul Opportunity Management, anda dapat: memahami setiap sales stage pada sales method Short Sales Cycle dan Long Sales Cycle mengetahui activity template dan mencatat sales activity di setiap sales stage mengelola dan tracking opportunity sales memahami quote creation melalui opportunity 31

32 Opportunity Management Overview 32 Tele Verification Account Executive 2.3 Lead Qualification 3.1 Opportunity Creation Sales Method: Short Sales Cycle 3.2 Opportunity Sales Stage 3.3 Opportunity Activity Sales Method: Long Sales Cycle 3.4 Upload Opportunity Attachment 3.2 Opportunity Sales Stage 3.3 Opportunity Activity 3.4 Upload Opportunity Attachment Quote Management Order Management Mass Loader Tools Manual Creation on UI

33 BAB 3 – Opportunity Management 3.1 Opportunity Creation 3.2 Opportunity Stage 3.3 Opportunity Activity Upload Opportunity Attachment 3.5 Copy Opportunity 3.6 Update Opportunity Revenue

34 3.1 Opportunity Creation Opportunity dapat di-create melalui: - mass loader tools - UI Opportunity screen Sebelum opportunity creation, CCA, CA dan Contact sudah di-create sehingga CCA dan CA tsb akan diasosiasikan dengan opportunity 34

35 3.1 Opportunity Creation Short Sales StageLong Sales Stage Solution Design ProductMobileMIDI, Iphone, Convergence Quote to Order Direct Order 35

36 3.1 Opportunity Creation Opportunity dikategorikan sebagai Long Sales Cycle jika membutuhkan solution design melalui quote, berlaku untuk product MIDI, dan Iphone Opportunity dikategorikan sebagai Short Sales Cycle jika tidak membutuhkan solution design, sehingga dapat diproses langsung menjadi order, tanpa melalui quote. Hal ini berlaku untuk product mobile 36

37 3.1 Opportunity Creation – CATALIST Proses 37 Navigasi ke Screen Opportunity Account Executive Asosiasi CCA dan CA Pada Opportunity Klik Tombol “New” Input Mandatory Field

38 3.1 Opportunity Creation – CATALIST Proses (UI) 1.Navigasi ke Screen Opportunity 2.Klik Opportunity List Link Bar 3.Klik Tombol “New” 4.Input mandatory field : Opportunity Name, Currency (IDR, USD) 5.Pilih Sales Method: Long Sales Cycle, atau Short Sales Cycle 6.Asosiasi dengan CCA jika customer type : Corporate, SME Formal 7. Asosiasi CA tanpa CCA jika customer type: SME Entrepreneur, Corporate Reference 8. Tekan Ctrl+S untuk menyimpan data 38

39 3.1 Opportunity Creation – CATALIST Proses (UI) 39

40 BAB 3 – Opportunity Management 3.1 Opportunity Creation 3.2 Opportunity Stage 3.3 Opportunity Activity Upload Opportunity Attachment 3.5 Copy Opportunity

41 3.2 Opportunity Stage Opportunity stage merupakan proses sales yang dibedakan berdasarkan sales method. Sales stage untuk Short Sales Cycle: 41

42 3.2 Opportunity Stage Sales Stage Untuk Sales Method Short Sales Cycle Sales Stage Untuk Sales Method Long Sales Cycle Opportunity Probability / Sales Stage Progress 01 – Roadline01 – Lead and Prospect10% 02 – Prospect02 – Opportunity Assessment40% 03 – HotList03 – Solution Design60% 04 – Pipeline04 – Negotiation80% 05 – Closed WON 95% 06 – Closed LOST 0% 07 – Opportunity Closed 100% 42 Matrik Sales Stage vs Opportunity Probability

43 3.2 Opportunity Stage – Short Sales Cycle 43 Sales StageDescription 01 – RoadlineAccount Executive melakukan approach/ follow- up dan penawaran kepada customer melalui: - Call - - Visit - Fax - Others 02 – ProspectSetelah customer tertarik dengan penawaran tsb, Account Executive kembali melakukan follow-up untuk mendapat konfirmasi bahwa customer setuju berlangganan service Indosat

44 3.2 Opportunity Stage – Short Sales Cycle 44 Sales StageDescription 03 – HotListSetelah konfirmasi customer setuju berlangganan, Account Executive memberikan penjelasan detail kepada customer mengenai product yang ditawarkan 04 – PipelineAccount Executive meminta customer melengkapi dokumen yang dibutuhkan untuk proses administrasi (SIUP, NPWP, KTP, Business Card, FAB) dan delivery SimCard kepada customer

45 3.2 Opportunity Stage – Short Sales Cycle 45 Sales StageDescription 05 – Closed WONAccount Executive melakukan CCA, CA, BA creation berdasarkan FAB. Account Executive dibantu oleh Sales Support untuk melakukan proses Pre-Validation, check eligibility dan call verification 06 – Closed LOSTSelalu ada kemungkinan suatu opportunity menjadi lost. Account Executive dapat mencatat lost reason sebagai lesson for learnt di masa mendatang 07 – Opportunity Closed Customer telah menjadi subscriber Indosat, dan service number sudah aktif

46 3.2 Opportunity Stage Sales stage untuk Long Sales Cycle: 46

47 3.2 Opportunity Stage – Long Sales Cycle Sales StageDescription 01 – Lead and Prospect Initial sales stage di mana customer menginformasikan kepada Account Executive jika memiliki interest untuk berlangganan service Indosat, atau Account Executive melakukan approach kepada customer. Account Executive mencatat informasi customer dan contact pada aplikasi CATALIST 02 – Opportunity Assessment Account Executive melakukan penilaian/ scoring terhadap suatu opportunity melalui assesment template yang ada, misalnya menilai customer happiness, memahami customer requirement 47

48 3.2 Opportunity Stage – Long Sales Cycle 48 Sales StageDescription 03 – Solution Design Setelah memahami customer requirement, Account Executive melakukan koordinasi dengan Sales Engineering untuk mem-provide solution design. Pada stage ini, quote creation dapat dilakukan untuk mengajukan discount pricing 04 – NegotiationQuote dapat di-submit untuk request approval kepada atasan hingga diperoleh final pricing kepada customer setelah quote di-approve

49 3.2 Opportunity Stage – Long Sales Cycle 49 Sales StageDescription 05 – Closed WONSetelah konfirmasi bahwa customer deal dengan offering yang diajukan, quote dapat di-assign kepada Sales Operation untuk diproses menjadi order 06 – Closed LOSTSelalu ada kemungkinan suatu opportunity menjadi lost. Account Executive dapat mencatat lost reason sebagai lesson for learnt di masa mendatang 07 – Opportunity Closed Setelah order fulfillment completed, Account Executive dapat mengubah sales stage menjadi opportunity closed

50 BAB 3 – Opportunity Management 3.1 Opportunity Creation 3.2 Opportunity Stage 3.3 Opportunity Activity Upload Opportunity Attachment 3.5 Copy Opportunity

51 3.3 Opportunity Activity Setiap sales stage pada opportunity terdapat sales activity yang dapat dicatat sebagai sales activity tracking Terdapat activity template berdasarkan sales stage dimana AE dapat mengupdate activity status setiap kali ada activity yang dilakukan di setiap sales stage 51

52 3.3 Opportunity Activity – Short Sales Cycle 52 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 01 – RoadlineCall – Outbound Visit – Outbound SMS Others Account Executive melakukan approach/ follow-up dan penawaran kepada customer melalui Call, , Visit, Fax, SMS, Others Optional 02 – ProspectCall – Outbound Visit – Outbound SMS Others Subscriber Number Account Executive mencatat package product yang ditawarkan dan total subscriber setelah customer interest dengan penawaran sebelumnya melalui Call, , Visit, Fax, SMS, Others Optional 03 – HotListCall – Outbound Visit – Outbound SMS Others Subscriber Number Account Executive mencatat /mengupdate package yang ditawarkan dan total subscriber setelah customer setuju untuk berlangganan melalui Call, , Visit, Fax, SMS, Others Optional

53 3.3 Opportunity Activity – Short Sales Cycle 53 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 04 – Pipeline01 - Special BenefitAccount Executive menawarkan special benefit pada package yang ditawarkan Mandatory 02 – DocumentAccount Executive mengupload dokumen pendukung seperti: SIUP, NPWP, KTP/ID, Business Card 03 - Delivery SimcardAccount Executive mengirimkan Sim Card kepada customer via kurir 04 – FABAccount Executive mengupload dokumen FAB setelah ditandatangani Subscriber NumberAccount Executive mencatat /mengupdate package yang ditawarkan dan total subscriber OtherAccount executive melakukan activity di luar activity template untuk melengkapi proses administrasi dalam sales stage ini

54 3.3 Opportunity Activity – Short Sales Cycle 54 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 05 – Closed WON01 –Retrieve Subscriber Data Account Executive input subscriber data berdasarkan dokumen FAB Mandatory 02 – Retrieve Supporting Document Account Executive mengecek dokumen yang telah diupload : a. Mandatory dokumen untuk customer type SME Formal: - SIUP - NPWP - KTP/ID b. Mandatory dokumen untuk customer type SME Entrepreneur: - KTP/ID - Business Card 03 – Completing Subscribe Data Account Executive melengkapi informasi customer pada CCA, CA, BA

55 3.3 Opportunity Activity – Short Sales Cycle 55 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 05 – Closed WON04 –Pre Validation Process and Check Eligibility Sales Support melakukan validasi dan verifikasi dokumen: - Valid ID/KTP - Valid Signature - Kelengkapan Data Sales Support melakukan cek eligibility. Cek eligibility untuk customer type SME Formal: - Valid SIUP - Valid NPWP Cek eligibility untuk customer type SME Entrepreneur: - Valid KTP/ID - Valid Date of Birth - Valid Mother's Maiden Name Mandatory

56 3.3 Opportunity Activity – Short Sales Cycle 56 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 05 – Closed WON05 – Call Verification Subscriber Number Sales support melakukan call verification terhadap subscriber setelah proses pre validation dan cek eligibility Mandatory Subscriber NumberAccount Executive mencatat /mengupdate package yang ditawarkan dan total subscriber OtherAccount executive melakukan activity di luar activity template untuk finalisasi sales stage ini 06 – Closed LOSTOthersAccount executive melakukan activity sehubungan dengan opportunity lost dan mencatat lost reason Optional

57 3.3 Opportunity Activity – Short Sales Cycle 57 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 07 – Opportunity Closed 01 –ActivationAccount Executive melakukan aktivasi : 1. Batch Console/Input FAB to SIEBEL for Activation 2. Siebel Checking a. Bad Debt - Willing to Pay - Refuse to pay b. Black List c. Error d. Activated 3 Physical Document Check a. Received - Increase Usage Limit b. Unreceived - Asset Suspended Mandatory OthersAccount Executive melakukan activity untuk melengkapi opportunity closed

58 3.3 Opportunity Activity – Long Sales Cycle 58 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 01 – Lead and Prospect Account Executive melakukan approach kepada customer, mencatat informasi customer dan contact pada aplikasi CATALIST Optional 02 – Opportunity Assessment 01 – Opportunity Assessment Account Executive melakukan opportunity assessment dengan template yang ada Optional 02 – Opportunity / Order Review Account Executive mereview history opportunity/ order atas customer tsb 03 – Trouble Ticket / Customer Happiness Review Account Executive mereview history trouble ticket atas customer tsb 04 – Eligibility Check for Customer Account Executive melakukan check eligibility pada aplikasi CATALIST

59 3.3 Opportunity Activity – Long Sales Cycle 59 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 03 – Solution Design01 – Quote and Proposal Generation Account Executive membuat quotation terhadap product yang ditawarkan Account Executive berkoordinasi dengan Sales Engineering mem- provide dokumen solution design (HLD/MLD) Mandatory 04 – Negotiation01 – Negotiation Process Account Executive mengajukan quotation untuk request approval kepada atasan hingga diperoleh final pricing kepada customer setelah quote di-approve Account Executive meng-create Billing Account dan Service Account untuk melengkapi informasi customer Mandatory

60 3.3 Opportunity Activity – Long Sales Cycle 60 Sales StageActivity TypeActivity DescriptionMandatory / Optional Activity 05 – Closed WON Account Executive assign quote ke Sales Operation untuk melengkapi proses quote to order Optional 06 – Closed LOST Account executive melakukan activity sehubungan dengan opportunity lost dan mencatat lost reason Optional 07 – Opportunity Closed Sales Operation mengupload dokumen BALAP untuk finalisasi opportunity Optional

61 3.3 Opportunity Activity – CATALIST Proses Note: - Agar dapat berpindah ke sales stage berikutnya, tidak boleh ada activity status yang statusnya “Open” - Setiap sales stage memiliki kemungkinan untuk menjadi sales stage 06 – Closed LOST, selama belum mencapai sales stage 07 – Opportunity Closed 61

62 3.3 Opportunity Activity – CATALIST Proses 62 Navigasi ke Screen Opportunity Account Executive Klik Tombol “New” Untuk Menambahkan Activity di Luar Activity Template Drill Down Opportunity Record Klik Activity View Tab

63 3.3 Opportunity Activity – CATALIST Proses (UI) Sales Method: Short Sales Cycle 1.Navigasi ke Screen Opportunity 2.Klik Link Bar Opportunity List 3.Klik View Tab Activities 4.Klik tombol “New” (untuk menambahkan activity di luar activity template) 5.Input activity record: - Description (jika tidak ada activity template pada sales stage tsb) - Activity Type - Start Date activity - End Data activity - Status - Activity Status 63

64 3.3 Opportunity Activity – CATALIST Proses (UI) 64

65 3.3 Opportunity Activity – CATALIST Proses (UI) Sales Method: Long Sales Cycle 1.Navigasi ke Screen Opportunity 2.Klik Link Bar Opportunity List 3.Klik View Tab Activities 4.Klik tombol “New” (untuk menambahkan activity di luar activity template) 5.Input activity record: - Description (jika tidak ada activity template pada sales stage tsb) - Start Date activity - End Data activity - Status 65

66 3.3 Opportunity Activity – CATALIST Proses (UI) 66

67 BAB 3 – Opportunity Management 3.1 Opportunity Creation 3.2 Opportunity Stage 3.3 Opportunity Activity Upload Opportunity Attachment 3.5 Copy Opportunity 3.6 Update Opportunity Revenue

68 3.4 Upload Opportunity Attachment Selama proses sales berlangsung, Account Executive dapat mengupload dokumen sebagai attachment dalam opportunity tsb Dokumen dapat langsung di-upload sebagai file maupun berupa URL 68

69 3.4 Upload Opportunity Attachment 69 Navigasi ke Screen Opportunity Account Executive Klik Tombol “New File” Untuk Mengupload atau “New URL” Drill Down Opportunity Record Klik Attachment View Tab

70 3.4 Upload Opportunity Attachment 70

71 BAB 3 – Opportunity Management 3.1 Opportunity Creation 3.2 Opportunity Stage 3.3 Opportunity Activity Upload Opportunity Attachment 3.5 Copy Opportunity 3.6 Update Opportunity Revenue

72 3.5 Copy Opportunity Agar memudahkan opportunity creation, existing opportunity dapat di-copy menjadi opportunity baru dengan meng-copy informasi : Opportunity Name Corporate Customer Account Information Customer Account Information, termasuk Name, Contact and Addresses Currency Description Competitor Info 72

73 3.5 Copy Opportunity – CATALIST Process 73 Navigasi ke Screen Opportunity Account Executive Pilih Opportunity Record Klik Tombol “Copy Opportunity”

74 3.5 Copy Opportunity – CATALIST Process (UI) 1.Navigasi ke Screen Opportunity 2.Klik Link Bar Opportunity List 3.Pilih opportunity record 4.Klik Tombol “Copy Opportunity” 74

75 3.5 Copy Opportunity – CATALIST Process (UI) 75 Setelah tombol “Copy Opportunity” diklik :

76 BAB 3 – Opportunity Management 3.1 Opportunity Creation 3.2 Opportunity Stage 3.3 Opportunity Activity Upload Opportunity Attachment 3.5 Copy Opportunity 3.6 Update Opportunity Revenue

77 Account Executive dapat mencatat revenue dari suatu opportunity melalui Revenue View Tab di dalam Screen Opportunity Ada 3 cara untuk mengupdate opportunity revenue: 1. Klik tombol “New” pada Revenue View Tab di dalam screen opportunity, jika sales method Short Sales Cycle 2. Klik tombol “Update Opportunity” pada Screen Quote, jika sales method Long Sales Cycle 3. Klik tombol “Auto Order” pada Screen Quote, jika sales method Long Sales Cycle 77

78 3.6 Update Opportunity Revenue – CATALIST Process 78

79 3.6 Update Opportunity Revenue – CATALIST Process (UI) 79 A. Update Opportunity Pada Revenue View Tab Opportunity 1.Navigasi ke Screen Opportunity 2.Klik Link Bar Opportunity List 3.Klik Revenues View Tab 4.Klik Tombol “New” 5.Input revenue record : product, qty, price, dan revenue 6.Tekan Ctrl+S untuk menyimpan data

80 3.6 Update Opportunity Revenue – CATALIST Process (UI) 80 A. Update Opportunity Pada Revenue View Tab Opportunity

81 3.6 Update Opportunity Revenue – CATALIST Process (UI) 1.Navigasi ke Screen Quote 2.Klik List Link Bar 3.Klik Tombol “Update Opportunity” 81 B. Update Opportunity Melalui Tombol “Update Opportunity” Pada Screen Quote

82 Update Opportunity Revenue – CATALIST Process (UI) B. Update Opportunity Melalui Tombol “Update Opportunity” Pada Screen Quote

83 3.6 Update Opportunity Revenue – CATALIST Process (UI) 83 B. Update Opportunity Melalui Tombol “Auto Order” Pada Screen Quote 1.Navigasi ke Screen Quote 2.Klik List Link Bar 3.Klik Tombol “Auto Order”

84 3.6 Update Opportunity Revenue – CATALIST Process (UI) 84 C. Update Opportunity Melalui Tombol “Auto Order” Pada Screen Quote

85 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

86 4.1 Quote Creation Quote adalah proses offering suatu product pricing oleh sales kepada customer dalam proses sales Quote type vs trigger creation 86 Quote TypeTrigger Creation New RegistrationOpportunity (Sales Stage: 03 – Solution Design) RelocationCA Installed Asset ReconfigurationCA Installed Asset Change PackageCA Installed Asset Add Redundant LinkCA Installed Asset ModifyCA Installed Asset

87 4.1 Quote Creation 87 Quote Status:

88 4.1 Quote Creation – Contoh Kasus Satu quote bisa terdiri dari satu atau lebih product promotion/ offer, dengan Billing Account yang sama 88

89 4.1 Quote Creation – Contoh Kasus Jika dibutuhkan Billing Account yang berbeda, maka quote creation dibuat sesuai dengan masing-masing Billing Account 89

90 4.1 Quote Creation – Contoh Kasus Jika dibutuhkan Billing Account dengan currency yang berbeda, maka quote creation dibuat sesuai dengan masing-masing Opportunity currency dan Billing Account currency 90

91 BAB 4 – Quote Management Quote Creation Quote Type New Registration Quote Type Relocation Quote Type Reconfiguration Quote Type Change Package Quote Type Add Redundant Link Quote Type Modify

92 4.1.1 Quote Type New Registration 92 Quote creation dapat dilakukan jika sales stage sudah mencapai stage 03 - Solution Design Berikut langkah – langkah quote header creation untuk type New Registration : 1.Navigasi ke opportunity screen 2.Klik Link Bar Opportunities 3.Klik View Tab Quote 4.Klik Tombol “New”

93 4.1.1 Quote Type New Registration 93

94 4.1.1 Quote Type New Registration Setelah klik tombol “New”, akan otomatis ternavigasi ke Screen Quote 94

95 4.1.1 Quote Type New Registration Setelah quote header ter-create, dapat dilanjutkan quote line item creation. Berikut langkah – langkah quote line item creation: 1. Klik View Tab Catalog 2. Pilih product pada catalog 3. Klik Tombol “Add Item” 95

96 4.1.1 Quote Type New Registration 96

97 4.1.1 Quote Type New Registration Setelah quote line item ter-create, input informasi quote pada line detail. Berikut langkah – langkahnya: 1. Klik View Tab Line Items 2. Klik Detail View Tab Line Details 3. Pilih record promotion component 4. Input informasi detail quote: a. Project Information b. Site A dan Site B c. Product Detail d. Customer Information 5. Ctrl+S untuk menyimpan data 97

98 4.1.1 Quote Type New Registration 98

99 BAB 4 – Quote Management Quote Creation Quote Type New Registration Quote Type Relocation Quote Type Reconfiguration Quote Type Change Package Quote Type Add Redundant Link Quote Type Modify

100 4.1.2 Quote Type Relocation Quote creation untuk quote type relocation dilakukan pada installed asset customer account Berikut langkah-langkah quote header creation untuk quote type relocation: 1. Navigasi ke CA Customer Portal 2. Pilih Billing Account 3. Pilih record promotion component (MQLI) pada installed asset 4. Pilih “Relocation” pada menu list installed asset 5. Klik Tombol “Create” 100

101 4.1.2 Quote Type Relocation 101

102 4.1.2 Quote Type Relocation Setelah tombol “Create” diklik, akan ternavigasi ke Screen Quote. Kemudian tambahkan product “Relocation Fee” untuk chargingnya dengan klik “Customize”

103 4.1.2 Quote Type Relocation 103

104 4.1.2 Quote Type Relocation Input Relocation Fee pada field Manual Price Override

105 4.1.2 Quote Type Relocation Modify Site A dan Site B jika diperlukan perubahan lokasi

106 BAB 4 – Quote Management Quote Creation Quote Type New Registration Quote Type Relocation Quote Type Reconfiguration Quote Type Change Package Quote Type Add Redundant Link Quote Type Modify

107 4.1.3 Quote Type Reconfiguration Quote creation untuk quote type reconfiguration dilakukan pada installed asset customer account Berikut langkah-langkah quote header creation untuk quote type relocation: 1. Navigasi ke CA Customer Portal 2. Pilih Billing Account 3. Pilih record promotion component (MQLI) pada installed asset 4. Pilih “Reconfiguration” pada menu list installed asset 5. Klik Tombol “Create” 107

108 4.1.3 Quote Type Reconfiguration 108

109 4.1.3 Quote Type Reconfiguration Setelah tombol “Create” diklik, akan ternavigasi ke Screen Quote. Kemudian tambahkan product “Reconfiguration Fee” untuk chargingnya dengan klik “Customize”

110 4.1.3 Quote Type Reconfiguration 110

111 4.1.3 Quote Type Reconfiguration Input Reconfiguration Fee pada field Manual Price Override

112 BAB 4 – Quote Management Quote Creation Quote Type New Registration Quote Type Relocation Quote Type Reconfiguration Quote Type Change Package Quote Type Add Redundant Link Quote Type Modify

113 4.1.4 Quote Type Change Package Quote creation untuk quote type reconfiguration dilakukan pada installed asset customer account Berikut langkah-langkah quote header creation untuk quote type relocation: 1. Navigasi ke CA Customer Portal 2. Pilih Billing Account 3. Pilih record bundled promotion (product offer) pada installed asset 4. Pilih “Change Package” pada menu list installed asset 5. Klik Tombol “Create” 113

114 4.1.4 Quote Type Change Package 114

115 4.1.4 Quote Type Change Package 6. Setelah tombol “Create” diklik, akan ternavigasi ke Screen Quote 115

116 4.1.4 Quote Type Change Package 116

117 4.1.4 Quote Type Change Package 117

118 4.1.4 Quote Type Change Package 7. Tambahkan product offer baru pada View Tab Catalog dan klik “Add Item” 118

119 4.1.4 Quote Type Change Package 8. Input informasi detail quote: a. Project Information b. Site A dan Site B c. Product Detail d. Customer Information 119

120 BAB 4 – Quote Management Quote Creation Quote Type New Registration Quote Type Relocation Quote Type Reconfiguration Quote Type Change Package Quote Type Add Redundant Link Quote Type Modify

121 4.1.5 Quote Type Add Redundant Link Quote creation untuk quote type reconfiguration dilakukan pada installed asset customer account Berikut langkah-langkah quote header creation untuk quote type relocation: 1. Navigasi ke CA Customer Portal 2. Pilih Billing Account 3. Pilih record bundled promotion (product offer) pada installed asset 4. Pilih “Add Redundant Link” pada menu list installed asset 5. Klik Tombol “Create” 121

122 4.1.5 Quote Type Add Redundant Link 122

123 4.1.5 Quote Type Add Redundant Link 6. Setelah tombol “Create” diklik, akan ternavigasi ke Screen Quote. Tambahkan product offer baru pada View Tab Catalog dan klik “Add Item” 123

124 4.1.5 Quote Type Add Redundant Link Input informasi detail quote: a. Project Information b. Site A dan Site B c. Product Detail d. Customer Information

125 BAB 4 – Quote Management Quote Creation Quote Type New Registration Quote Type Relocation Quote Type Reconfiguration Quote Type Change Package Quote Type Add Redundant Link Quote Type Modify

126 Quote creation untuk quote type reconfiguration dilakukan pada installed asset customer account Berikut langkah-langkah quote header creation untuk quote type relocation: 1. Navigasi ke CA Customer Portal 2. Pilih Billing Account 3. Pilih record promotion component (MQLI) pada installed asset 4. Pilih “Modify” pada menu list installed asset 5. Klik Tombol “Create” 126

127 4.1.6 Quote Type Modify 127

128 4.1.6 Quote Type Modify Setelah tombol “Create” diklik, akan ternavigasi ke Screen Quote. Kemudian klik tombol “Customize” untuk mengubah

129 4.1.6 Quote Type Modify 7. Pilih plan baru, lalu klik tombol “Done”. Plan “Dom IP Transit - Premium - 1 Mbps – IDR” diubah menjadi “Dom IP Transit - Premium - 5 Mbps – IDR” 129

130 4.1.6 Quote Type Modify 130

131 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

132 4.2 Quote Attachment Submission Di dalam proses quote, Account Executive juga melibatkan Sales Engineering untuk mem- provide dokumen solution design berupa HLD, MLD Quote akan di-assign oleh Account Executive kepada Sales Engineering Staff, kemudian Sales Engineering akan mengupload dokumen tsb untuk request approval ke Sales Engineering Manager 132

133 4.2 Quote Attachment Submission – CATALIST Proses 133

134 4.2 Quote Attachment Submission – CATALIST Proses (UI) 134 A. Quote Assignment 1.Klik Pick List Assign To 2.Query user Sales Engineering 3.Pilih record, lalu klik OK

135 4.2 Quote Attachment Submission – CATALIST Proses (UI) 135

136 4.2 Quote Attachment Submission – CATALIST Proses (UI) Sales Engineering dapat mengupload dokumen setelah menerima notifikasi quote assignment dari Account Executive B. Attachment Submission Berikut langkah-langkah upload dan submit attachment: 1. Navigasi ke quote screen, view tab Line Items 2. Klik Detail View Tab Attachment 3. Pilih record promotion component (MQLI) 4. Klik tombol “New” 5. Browse file yang akan diupload 6. Klik Tombol “Add” 7. Pilih document type: HLD, MLD, Others 8. Klik tombol “Submit” 136

137 4.2 Quote Attachment Submission – CATALIST Proses (UI) 137

138 4.2 Quote Attachment Submission – CATALIST Proses (UI) 138

139 4.2 Quote Attachment Submission – CATALIST Proses (UI) Setelah attachment disubmit, attachment status berubah menjadi “Request for Approval”. Notifikasi request approval akan dikirimkan ke Sales Engineering Manager 139

140 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

141 4.3 Quote Attachment Approval Sales Engineering Manager menerima notifikasi request approval atas attachment yang sudah diupload oleh Sales Engineering Staff Sales Engineering Manager dapat melihat dokumen solution design tsb, me-review kemudian melakukan approval 141

142 4.3 Quote Attachment Approval – CATALIST Proces 142

143 4.3 Quote Attachment Approval – CATALIST Proces (UI) 1. Navigasi ke quote screen, view tab Line Items 2. Klik Detail View Tab Attachment 3. Pilih record promotion component (MQLI) 4. Pilih record attachment yang akan dilakukan approval 5. Klik tombol “Approve” atau “Reject” 143

144 4.3 Quote Attachment Approval – CATALIST Proces (UI) 144 Setelah attachment diapprove

145 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

146 4.4 Last Mile Calculation Last mile calculation adalah fungsi perhitungan biaya last mile melalui product last mile, di antaranya sbb: 146 No Last Mile Product Name 1Dedicated Internet - Last Mile 2Domestic Ethernet Link - Last Mile 3Domestic IP Transit - Last Mile 4Domestic IPVPN Link - Last Mile 5Domestic Leased Circuit - Last Mile 6International Ethernet Link - Last Mile 7International IP Transit - Last Mile 8International IPVPN Link - Last Mile 9International Leased Circuit - Last Mile

147 4.4 Last Mile Calculation 147 NoModelsBuilding EntityRevenue Sharing Inventory Entity Additional Price Fiber Optic Building Rent SitAq Cost Shaft Cable Cost BTSCPE Inventory FO Length MRCOTCMRCOTCMRCOTCMRCOTCMRC/OTCOTC 1POP BuildingYYYY---YY- 2POP Building (Shared) YYY- 3PtoMPYYYYYY-YY- 4PtoPYYYYYY-YY- 5Fiber Optic Y-Y 63rd Party Y- Perhitungan last mile pricing berdasarkan matrix:

148 4.4 Last Mile Calculation – CATALIST Proces 148

149 4.4 Last Mile Calculation – CATALIS Proses (UI) A. Menambahkan Last Mile Product 1.Klik Tombol “Customize” pada promotion component (MQLI) 2.Pilih product Last Mile, lalu klik tombol “Done” 149

150 4.4 Last Mile Calculation – CATALIS Proses (UI) 150

151 4.4 Last Mile Calculation – CATALIS Proses (UI) 151

152 4.4 Last Mile Calculation – CATALIS Proses (UI) B. Menambahkan Last Mile Pricing 1.Pilih line item last mile pada promotion component (MQLI) 2.Klik Tombol “New” pada promotion component (MQLI) 3.Pilih pricing model 4.Pilih pricing detail 5.Berdasarkan pricing Total OTC dan MRC, input nilai tsb pada field Manual Price Override line item OTC dan MRC 152

153 4.4 Last Mile Calculation – CATALIS Proses (UI) 153

154 4.4 Last Mile Calculation – CATALIS Proses (UI) 154

155 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

156 4.5 Discount Negotiation Account Executive dapat memberikan discount atas product yang ditawarkan kepada customer Ada 3 cara pemberian discount: 1. Manual Discount Amount 2. Manual Discount % : 5%, 10%, 15%,20%,25% 3. Manual Price Override 156

157 4.5 Discount Negotiation – CATALIST Proses 157

158 4.5 Discount Negotiation – CATALIST Proses (UI) 1.Navigasi ke View Tab Line Item> Discount Negotiation 2.Pilih record line item OTC dan MRC yang akan diberikan discount 3.Input discount Manual Discount Amount atau Manual Discount % atau Manual Price Override 158

159 4.5 Discount Negotiation – CATALIST Proses (UI) 159

160 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

161 4.6 Quote Submission Quote submission bertujuan untuk me- request approval atas quote yang diajukan Quote dapat di-submit jika : 161 Attachment Status “Approved” Opportunity Sales Stage “04 – Negotiation” (hanya jika quote type “New Registration”)

162 4.6 Quote Submission – CATALIST Proses (UI) Ubah sales stage dari “03 - Solution Design” menjadi “04 – Negotiation” pada Screen Opportunity 2.Klik Tombol “Submit” pada screen quote

163 4.6 Quote Submission – CATALIST Proses (UI) 163

164 4.6 Quote Submission – CATALIST Proses (UI) 164

165 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

166 4.7 Quote Approval Setelah quote submission, status quote berubah dari “Open” menjadi “Awaiting Approval” Quote approval membutuhkan approval dari Account Manager sebelum approval ke posisi yang lebih tinggi tergantung pada besarnya discount yang diajukan 166

167 4.7 Quote Approval – CATALIST Proses 167

168 4.7 Quote Approval – CATALIST Proses (UI) 1.Login sebagai Account Manager 2.Navigasi ke Screen Quote 3.Klik “Approve All” pada quote header atau Klik “Approve” pada quote line item untuk approval per-line item 4.Jika dibutuhkan approval yang lebih tinggi, login sebagai Division Head, Group Head, dan Pricing and Bundling Division Head untuk melakukan approval 168

169 4.7 Quote Approval – CATALIST Proses (UI) 169

170 4.7 Quote Approval – CATALIST Proses (UI) Setelah quote di-approve oleh approver tertinggi, status quote menjadi “Approved” 170

171 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

172 4.8 CPE Inventory Booking Booking terhadap inventory diperlukan apabila terdapat kebutuhan inventory pada design document CPE Inventory Booking dilakukan oleh SE/ECE pada tahap sales stage 03 - Solution Design atau 04 - Negotiation 172

173 4.8 CPE Inventory Booking - HLD 173

174 4.8 CPE Inventory Booking-Status Cycle 174

175 CPE Inventory Booking - Step 1. Login dengan User ID = SE_USER_ Klik ‘Submit’ 5. Isi semua field yang required 4. Isi field priority = ‘P3-Request’ 3. Click ‘New’ pada Inventory Transcation (Form) 2. Masuk ke Screen Quote>Line Item>CPE Inventory Booking 7. Login dengan User ID = RM_USER_ Klik ‘Approve’/’Reject’ 8. Query Transaction ID Sales Engineering Resource Management

176 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

177 4.8 Network Capacity Booking 177 Booking terhadap Capacity diperlukan apabila terdapat kebutuhan capacity pada design document Network Capcity Booking dilakukan oleh SE/ECE pada sales stage 03-Solution Design atau 04 – Negotiation 4 Form Booking Capacity: IP TDF TDM Access IP TDM Backbone

178 4.8 Network Capacity Booking - HLD 178

179 4.8 Network Capacity Booking – Status Cycle 179

180 4.8 Network Capacity Booking - Step Login dengan User ID = SE_USER_ Klik ‘Submit’ 4. Isi field yang dibutuhkan 3. Click ‘New’, pilih form 2. Masuk ke Network Capacity Booking 7. Login dengan User ID = RM_USER_ Isi field, Klik ‘Submit’ 8. Query Booking Order RM SE 10. Login dengan User ID = TOI_USER_ Isi field, Klik ‘Reject’/Approve 8. Query Booking Order TOI

181 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

182 4.10 Iphone Number Booking 182

183 4.10 Iphone Number Booking- Status Cycle 183

184 4.10 Iphone Number Booking - Step Login dengan User BICL_USER_ Klik ‘New’ 2. Masuk ke QLI> phone Number Booking Sales Operation 4. Masukkan Start Service Number dan Qty 6. Pilih Start Service Number yang akan dibooking, klik ‘Apply to Line Item’ 5. Klik ‘Reserve’ 7. Cek QLI apakah SN telah masuk

185 BAB 4 – Quote Management 4.1 Quote Creation 4.2 Quote Attachment Submission Quote Attachment Approval 4.4 Last Mile Calculation 4.5 Discount Negotiation 4.6 Quote Submission 4.7 Quote Approval 4.8 CPE Inventory Booking 4.9 Network Capacity Booking 4.10 Iphone Number Booking 4.11 Quote to Order

186 Quote to Order adalah fungsi untuk order creation via quote Quote to order dapat dilakukan jika : 186 Quote Status “Approved” Opportunity Sales Stage “05 - Closed WON” (hanya jika quote type “New Registration”) CPE Inventory Booking, Network Capacity Booking, Iphone Number Booking Status “Approved”

187 4.11 Quote to Order – CATALIST Proses 187

188 4.11 Quote to Order – CATALIST Proses (UI) 1.Ubah Opportunity Sales Stage dari “04 – Negotiation” menjadi “05 - Closed WON” 2.Klik Tombol “Auto Order” 3.Setelah Tombol “Auto Order” diklik, maka akan ternavigasi ke Screen Sales Order 188

189 4.11 Quote to Order – CATALIST Proses (UI) 189

190 4.11 Quote to Order – CATALIST Proses (UI) 190

191 191


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