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SALES FORCE AUTOMATION

SCENARIO NO. 1

Meeting with one of your best customers, Mr. X. X accounts for 5% of years revenue and you want to push it up. But he isnt placing an order today and might never place another one!!!!!! As his entire firm has been at a standstill for 48 hours. Reason your product. Hes irritated : your product is still malfunctioning and my people are stuck with your customer support for a day and half. Above that you reply No one told me about it, Sir. Now Just think how to make for that 5% of revenue for your company.

ISSUES
Loads

of customer information. Salespeople had various source of recording and communicating such information. Sometimes Reps take data along with them forcing company to locate or recollect from ground 0. Reps needed better tools to manage accounts, track opportunities, monitor pipeline etc. Salespeople required consistent and adequate information at time of sales. Managers lacked timely sales forecast.

SCENARIO NO. 2
Consider

meeting the same client with same objective, but this time theres a little change. En route you turn on your PDA, screen displays: Priority alert! Customer impacted! And more. A field service rep contacted and now working on that problem. You are relieved to know device would be working in 30 minutes or so. Moreover you refresh your memory about Mr. X product. You convince Mr. X and he agrees for a product upgrade. Just compare the situations !!!!!

DEFINING SALES FORCE AUTOMATION


An information system that streamlines and automates all the stages in a sales process to create a single view of the customer. This ensures shorter sales cycle, higher close rates, improved customer retention and reduces duplication and risk of irritating customers. In other words. A type of program that automates business tasks such as inventory control, sales processing, and tracking of customer interactions, as well as analyzing sales forecasts and performance.

SALES FORCE AUTOMATION TOOLS

SALES PROCESS/ ACTIVITY MANAGEMENT


Include sequence of sales activities that guide sales reps through each step in the sales process. Provides unified sales process throughout company. Serves as an effective training aid, minimize human error and thus results in greater productivity. Such tools offer calendars Proposal presentation, alarm reminders, ability to check off activities.

SALES AND TERRITORY MANAGEMENT

Tools that enable sales managers and executives ondemand access to sales activities

Before, during and after the order

Enables managers to set up sales teams and link individuals to accounts, regions and industries. Allows tracing of territory assignments and monitor pipelines and leads for individual territories. Allows optimization of individual teams.

CONTACT MANAGEMENT
Deals with organizing and managing data across and within a companys client and prospect organizations. Allow maintaining local client databases, displaying updated organization charts and sales people can make notes on specific clients.

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 representative based on the reps product knowledge or territory.

CONFIGURATION SUPPORT
Product specific configuration support to companies. 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

SFA tools 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.

FIELD FORCE AUTOMATION (FFA)


Part customer service and part sales force automation Field technicians receive dispatch orders via their PDAs, pagers, and cell phones. (No bulky manuals). Making use of these same devices during the actual repair to order additional part or the equipment. It ensures near real-time updates.

FORECASTING

Developing accurate forecasts is part science, part art. With Sales force automation forecast, companies do a better job with business planning because they can better estimate sales revenue and product demand. And managers have the flexibility to adjust forecasts as they see fit.

TYPES OF SFA
Installation Mobile Web based or Online

SFA AND MOBILE CRM

From Client/Server to the Web


Support for handheld devices is the next step in the evolution. According to the Aberdeen Group, 80 million people will have access to the Web via wireless technology by the year 2010.

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

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 o New wireless protocols such as WAP o Research the various wireless protocols and Bluetooth o Blackberry, Window mobile, I phone.

In-house SFA

Software as a service (Web based)

Install the central corporate database of valuable customer information on-premise, internally, and enable desktop CRM access through your corporate wired or wireless network. Example:-Siebel, mySAP, Saleslogix etc.

ADVANTAGES OF SALES FORCE AUTOMATION


Saves time and money Allows to concentrate more on business Allow companies to manage life spans Easy and quickly accessible Offers real time analytics and reports Provides upto date information Compatible with many mobile devices Broad range of uses Completely Customizable Simple program to implement and understand

VENDORS
Oracle SAP Salesforce.com Oracle Oracle Oracle Sage Software Entellium NetSuite Right Now

Siebel CRM mySAP CRM Sales Cloud E business suite CRM Peoplesoft Enterprise CRM Siebel CRM on demand Saleslogix esalesforce Netsuite CRM+ right now sales

SALES CLOUD
Sales people love it because everything they need to do their jobs is in one place. Reps spending less time on administration and more time with customers closing deals. For sales managers, it gives real-time visibility into their teams activities. Forecasting will be easy. It has no need of expensive hardware or software. Around 67,900 companies have used Sales Cloud.

VARIOUS APPLICATIONS OF SALES CLOUD


Accounts

& Contacts Marketing & Leads Opportunities & Quotes Analytics & Forecasting Approvals & Workflow Email & Productivity Content Library
Organizations Using Sales Cloud: Dell, Motorola, Wall Street, Qualcomm, Starbucks Etc.

ORACLE: SIEBEL SALES


Siebel established in 1993 and taken over by Oracle on sep.12, 2005. Siebel Sales enables to share information across teams in organization. It is fully integrated with the entire Siebel product family, including CRM On-Demand enabling flexible, phased deployments for constantly changing and growing companies. It delivers market-leading tools to help the sales force meet their selling challenges improve pipeline visibility, increase sales effectiveness, and raise results.

FEATURES
Account

Management Opportunity Management Sales Methodologies Sales Forecasting Order Management Territory Management

Organization using Siebel Sales: Aircel, Volvo Group, BSNL, HP, TATA Motors, IBM, Bajaj Electricals Etc.

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