<Company name> <Date> Clarasys Limited 2014 Registered in England and Wales. No

Transcription

1 <Company name> <Date> Clarasys Limited 2014 Registered in England and Wales. No (0) clarasys.com London Bridge, Unit Leathermarket, Weston St, London SE1 3ER

2 Contents Executive summary... 3 Our approach... 4 Our findings... 5 Process analysis... 6 Systems analysis... 7 System changes: High level recommendations... 7 Detailed recommendations... 8 Transformation roadmap

3 EXECUTIVE SUMMARY During the course of our CRM Healthcheck, we identified areas of weakness within current business processes in the following areas: User understanding Inconsistency in the sales process System integration. Each of these areas presents problems for overall customer experience, as well as limiting the effectiveness of your business sales process and management reporting. Our recommendations are as follows: Streamline and simplify the business processes Configure Salesforce more closely with other systems to support the simplified process Provide effective business-wide CRM training. Implementing these changes will ensure the sales team adopts a more efficient, robust process and enable improved reporting on key business activities. 3

4 OUR APPROACH We conducted group workshops with the sales team in order to understand the existing process, together with any supplementary systems, and to discern the main problems associated with them. This diagram illustrates the process we examined as part of this Healthcheck. SALES MARKETING GENERATE LEADS NURTURE LEAD CONVERT LEAD MANAGE OPPORTUNITY NEGOTIATE SUBMIT ORDER In this report we have developed recommendations to address the pain points we identified and help the company achieve the expansion plans described in the company s vision statement. This report documents our key findings along with recommendations and our suggested roadmap. These processes should be adopted uniformly across all offices and appropriate training delivered, in order to eliminate the current pain points users are facing. 4

5 OUR FINDINGS AREAS Reporting: Inconsistent data for reporting Lack of consistency and user knowledge. Leads: No single way of adding new leads No clear guidance on how leads should be processed. Campaigns: Users don t understand how to fully utilise. Usability: Customise home page to make more accessible Link correct fields to website. PRIORITY Customise: Page layouts - especially campaigns Get rid of redundant fields templates Mass changing of status Parent-child relationships not visible. Price book and catalogue: Price book and catalogue logged onto different systems Users find it time-consuming to go back and forth between systems to generate pricing. Internal communication: Internal communication non-existent resulting in account management issues. Duplications: Account duplications occurring for some users. 5

6 PROCESS ANALYSIS This table illustrates the strengths and weaknesses we identified during the analysis phase: Team trained effectively Well-defined process Single set of systems Process timeeffective* Data requirements clearly understood** Reporting Lead conversion Key: Generate quote Send quote Pricing and product catalogue Log communication Campaign management No significant weaknesses identified. Some weaknesses identified, can be improved. Significant weakness identified, can be significantly improved. *Process time-effective: is it the most effective use of the users time? **Data requirements clearly understood: is the process sufficiently well-defined that the user understands how to properly complete the task and which information needs to be entered? 6

7 SYSTEMS ANALYSIS We analysed the systems currently used by the business to deliver its services. The diagram below represents how these systems are being used: EXTERNAL ORDERING SYSTEM Reads information PRODUCT CATALOGUE Generate quote SALESFORCE Update product information on website WEBSITE Information entered onto Salesforce Product availability entered onto Google Docs GOOGLE DOCS Online ordering information goes onto Google Docs SYSTEM CHANGES: LEVEL RECOMMENDATIONS Product catalogue Website orders Systems and functionality to be removed Use of Google Docs Website orders being entered into Google Docs. System modifications to be added Price book and product catalogue to be added to Salesforce Website orders to go straight onto Salesforce. 7

8 DETAILED RECOMMENDATIONS AREAS Reporting: Enable website orders to be processed directly and accurately to Salesforce, this can negate the need for google docs currently used Enable use of forecasting, reports and dashboards in Salesforce to manage performance Create activity and pipeline reports as defined by management Provide comprehensive training to ensure quality and consistency. Leads: Decide a uniform approach for the business Understand process in assigning leads Decide clear approach on assigning online leads. Training: Basic Salesforce skills training with relevant user guides All of the other recommendations listed (also include full user training and reference documents). Price book and catalogue: Create a catalogue in Salesforce Store pricing on Salesforce Ensure all the sales team appropriately and uniformly utilise catalogue and pricing on Salesforce. Campaigns: Show best approach for campaign use Understand the user requirements for campaigns Give user training on this new approach. PRIORITY 8

9 DETAILED RECOMMENDATIONS (CONT) AREAS Usability: Put together the list of requirements and make the agreed changes. Internal communication: Understand requirements for internal communication Look at introducing the Salesforce internal communication tool Chatter. Duplications: Look at the duplication settings for these users Provide comprehensive training for users to understand these settings. PRIORITY 9

10 TRANSFORMATION ROADMAP Recommendations Estimated sizing Dependencies Duplication Small None Website orders Pricing book and catalogue Medium Medium Dependent on further website and Salesforce integration. None Campaign Small None Data quality Usability Chatter Reporting Training Small Medium Medium Large Small Dependent on duplication issues being fixed, website orders coming straight to Salesforce and campaigns being used properly by all users. Will be included in every stage of the process. Dependent on internal communication process being identified. Dependent on relevant data being stored correctly and duplication settings being fixed. Dependent on all changes being made. 10