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Sales Force Automation

Presented by:

Usha Radhakrishnan 56Vishnu Kartheek - 60

Asha.B.B - 62

Ramya.R - 111

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SFA: Introduction

SFA were originally meant to improve sales forceproductivity and encourage salespeople to document andcommunicate their field activities.

They are becoming increasingly focused on cultivatingcustomer relationships and improving customersatisfaction.

With the CRM sales force automation (SFA) software, youcan accurately track all business opportunities and closemore deals in less time. Additionally, you can identify

bottlenecks in the sales process in advance and effectivelyutilize the existing customer data for future cross-selling and up-selling opportunities.

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Scenario One Jim is not only one of your best customers hes one of the

companys best.

His firm accounts for 2 percent of this years revenues

His entire firm has been at a standstill for the past 48 hoursbecause of your product.

Your product is still on the fritz and Jim and his people have

been on the phone to your customer support center for thepast day and a half.

You think about how to make up for the 2 percent in revenueyou and your company are about to lose.

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Scenario Two Jim is still the customer being discussed.

you turn on your PDA which begins to beep. Priority one alert!Customer Impacted! Flashed on the screen. According to themessage the customer you are about to see has experienced a majoroutage.

A field service rep has been contacted and is now working on theproblem.

You walk to the back and find the service rep repairing equipment.When you find out that hes working to repair the problem and willhave it fixed in the next thirty minutes.

Jim smiles and says he knew it would be taken care of. Then heasks when the company can get an upgrade. The revenuecontribution also increases to 4 percent during the conversation.

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About the Scenarios

Scenario One:

Salespeople need better tools

to help them manage theiraccounts, track opportunities,establish and monitor thesales pipeline, and organizetheir contact list.

Scenario Two:

The scenario assumes that

headquarters posses thenecessary information andcan communicate it quickly.

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Now

SFAs Functionalities:

Sales Process/Activity Management

Sales and Territory Management Contact Management

Lead Management

Knowledge Management

Configuration supportAccount Management

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Sales Process Sales methodology:

Customized to the companys specific sales policies andprocedures, known as sales process management

Include a sequence of sales activities that can guide repsthrough each discrete step in the sales process

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Activity Management

Offer calendars to assist in planning of keycustomer events

Automates both individual and organizational to-do list Team collaboration tools

Provides valuable post facto analysis of a salescycle; which allows the team to examine theduration and procedures involved in critical tasks

Sales process and activity management are only as

good as their ability to be tailored to intervals salesmethods

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Sales and Territory Management Sales managers oversee tens or hundreds of sales teams and cannot

stay abreast of every active sales initiative

Sales management tools can enable them to manage this large task

Offering data and reporting options to provide on-demand accessto sales activities

Teams can be linked to headquarters specialists

Sales managers can track territory assignments and monitorpipelines and leads for individual territories

Limits on territories

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Contact Management Subset of sales force automation that deals with

organizing and managing data across and within acompanys client and prospect organization

Software can contain various modules formaintaining local client databases, displaying

updated organization charts, and allowingsalespeople to maintain notes on specific clients orprospectsx Can answer specific questions quickly

x Enable salespeople to communicate their schedules to the

organization at large Real value of CM is in its capability to track wherecustomers are and who they are in terms of theirinfluence with sales management functions

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Lead ManagementAlso known as opportunity management and

pipeline management Aims to provide foolproof sales strategies so no

sales task, document, or communication fallsthrough the cracks

Sales people follow a defined approach to turningopportunities into deals

Tools: can provide qualified leads through marketing

campaigns or lead referrals can also track other prospect attributes These capabilities can result in answers to

questions that previously demanded

guesswork

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Knowledge Management The more information the better

Plethora of information

To effectively use this information salespeople need

easy access to itx Intranets are a solution

KM are systems that can locate and store thisinformation and provide users with a single

application.

Geographical boundaries are now non-existent

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Configuration Support

Automatically factors in complex customerattributes and requirements to build a solutionfrom scratch

Among the companies who may use such tools

x Computer technology vendors

x Appliance manufacturers

x Telephone companies

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Account Management

Manage multiple opportunities in single account.

Create multiple account type to have suppliers &customer information as needed.

Manage group companies by linking many sales account

to one group Import or Export leads to excel or pdf for analysis

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SFA and Mobile CRM From Client/Server to the Web:

Web has simplified information availability

Intranet eliminates traditional support costs ofmanaging communications

Salespeople no longer need act as systemsprogrammers, setting up their communicationsoptions, modem settings, and the like

SFA goes Mobile:

CRM vendors intend to unburden it altogether Handheld devise technology is evolving fast

(PDA) Personal digital assistants can supportanytime/anywhere

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Field Force Automation

Field Service implies the service or repair ofcustomer equipment on the customerspremises

Each communication can be performed usingwireless technology

Wireless technology ensures near real-timerepair updates allowing CSRs and sales reps

to interact with the same data in real time FFA is the fastest-growing area of CRM

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SFA Benefits CRM

Sales force automation leads to better informed

and more productive reps Increases likelihood of closing a sale

Enhances customer relationships, not tomention the bottom line

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An SFA Checklist for Success

Sales force automation leads to better informed andmore productive reps

Increases likelihood of closing a sale

Enhances customer relationships

Understand the infrastructure necessary to supportwireless technologies

Let SFA use affect sales compensation.

Change hiring practices and job role descriptions to

include use of CRM.

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THE ENDThank You!