Sales Force Automation

Presented by:
Usha Radhakrishnan 56 Vishnu Kartheek - 60 Asha.B.B - 62 Ramya.R - 111

SFA: Introduction
SFA were originally meant to improve sales force productivity and encourage salespeople to document and communicate their field activities. They are becoming increasingly focused on cultivating customer relationships and improving customer satisfaction. With the CRM sales force automation (SFA) software, you can accurately track all business opportunities and close more deals in less time. Additionally, you can identify bottlenecks in the sales process in advance and effectively utilize the existing customer data for future crossselling and up-selling opportunities.

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 hours because 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 the past day and a half. You think about how to make up for the 2 percent in revenue you and your company are about to lose.

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 the message the customer you are about to see has experienced a major outage. A field service rep has been contacted and is now working on the problem. You walk to the back and find the service rep repairing equipment. When you find out that hes working to repair the problem and will have it fixed in the next thirty minutes. Jim smiles and says he knew it would be taken care of. Then he asks when the company can get an upgrade. The revenue contribution also increases to 4 percent during the conversation.

About the Scenarios

Scenario One:
Salespeople need better tools to help them manage their accounts, track opportunities, establish and monitor the sales pipeline, and organize their contact list.

Scenario Two:
The scenario assumes that headquarters posses the necessary information and can communicate it quickly.

Now
SFAs Functionalities: Sales Process/Activity Management Sales and Territory Management Contact Management Lead Management Knowledge Management Configuration support Account Management

Sales Process
Sales methodology:
Customized to the companys specific sales policies and procedures, known as sales process management Include a sequence of sales activities that can guide reps through each discrete step in the sales process

Activity Management
Offer calendars to assist in planning of key customer events Automates both individual and organizational todo list Team collaboration tools Provides valuable post facto analysis of a sales cycle; which allows the team to examine the duration and procedures involved in critical tasks Sales process and activity management are only as good as their ability to be tailored to intervals sales methods

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 access to sales activities Teams can be linked to headquarters specialists Sales managers can track territory assignments and monitor pipelines and leads for individual territories Limits on territories

Contact Management
Subset of sales force automation that deals with organizing and managing data across and within a companys client and prospect organization Software can contain various modules for maintaining local client databases, displaying updated organization charts, and allowing salespeople to maintain notes on specific clients or prospects
x 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 where customers are and who they are in terms of their influence with sales management functions

Lead Management
Also known as opportunity management and pipeline management Aims to provide foolproof sales strategies so no sales task, document, or communication falls through the cracks Sales people follow a defined approach to turning opportunities 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

Knowledge Management
The more information the better Plethora of information To effectively use this information salespeople need easy access to it x Intranets are a solution KM are systems that can locate and store this information and provide users with a single application. Geographical boundaries are now non-existent

Configuration Support
Automatically factors in complex customer attributes and requirements to build a solution from scratch Among the companies who may use such tools
x Computer technology vendors x Appliance manufacturers x Telephone companies

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

SFA and Mobile CRM

From Client/Server to the Web:
Web has simplified information availability Intranet eliminates traditional support costs of managing communications Salespeople no longer need act as systems programmers, setting up their communications options, 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 support anytime/anywhere

Field Force Automation

Field Service implies the service or repair of customer equipment on the customers premises Each communication can be performed using wireless technology Wireless technology ensures near real-time repair updates allowing CSRs and sales reps to interact with the same data in real time FFA is the fastest-growing area of CRM

SFA Benefits CRM

Sales force automation leads to better informed and more productive reps Increases likelihood of closing a sale Enhances customer relationships, not to mention the bottom line

An SFA Checklist for Success

Sales force automation leads to better informed and more productive reps Increases likelihood of closing a sale Enhances customer relationships 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.

THE END
Thank You!