INTEGRATED SALES AND MARKETING SALES T E A M A P P L I C A T I O N In today s competitive business environment, optimizing marketing and sales cycles has become as important as ensuring that products and services meet customer needs. SalesTEAM lets you achieve this business-critical objective by automating every step in the sales process. SalesTEAM, one of an integrated suite of customer care software solutions from Scopus, leverages information obtained through your marketing campaigns into successful sales programs, while it tracks sales data to optimize future marketing efforts. The result: shorter sales cycles, lower sales costs, and increased closing ratios. Each time a lead responds to an advertisement, direct mail program, outbound telemarketing effort, or other marketing event, the response is logged into SalesTEAM' centralized customer database. This database tracks all efforts made by each member of your sales team with each lead it can even post to-do action items for one sales team member, based on an action by another. SalesTEAM manages the progress of every lead, and identifies any parameters that can be used to forecast sales and gauge the success of lead generation programs. Scopus recognizes that each company has its own unique approach to marketing and sales and has developed SalesTEAM with an architecture that can be easily customized to suit your specific operations. With SalesTEAM you don't have to adapt your business to our product; you simply adapt our product to reflect the way you operate your business. By providing a complete history of every marketing campaign, lead, and sale, SalesTEAM empowers you to objectively identify and quantitatively determine the marketing and sales techniques that work best for you. Supports multiple marketing and sales campaigns, each encompassing multiple events Supports targeted database marketing Tracks lead or customer responses to specific marketing or sales events Enables direct sales force to take over impending opportunities as leads become increasingly qualified Facilitates development of itemized complex quotes Leverages win/loss sales information for sales management optimization Provides enhanced account management functionality Fully configurable and extensible to leverage existing programs and resources
P R O C E S S M O D E L The Marketing Campaign First overall objectives are established for the master campaign and each of its subcampaigns. The process begins by defining the products, services, customers, and prospects to be targeted. Then the events that comprise each campaign are specified. These may include outbound or inbound calling programs, direct mail, trade shows, or other marketing tools used by your company. SalesTEAM supports multiple concurrent campaigns and events. 1 With database marketing you conduct targeted campaigns, instead of using inefficient mass marketing techniques. Your target prospect information is entered into the SalesTEAM database, or can be derived from previous campaigns by querying the database. Lists or database applications that you have purchased or leased can also be integrated with SalesTEAM.
3 Telemarketing Script Management SalesTEAM establishes and tracks the scripts used by agents to deal with responses to campaign events. The system can interface with a telephone switch to ensure that the script appropriate to each telephone caller is automatically displayed as a 'screen pop' on the agent's desktop computer as they take the call. Response Tracking Responses to script questions are logged into SalesTEAM screens. Screens can be easily tailored to your specific needs. Responses may include that individual's purchasing power, the names of other staff members involved in the purchase decision, their budget, and a projected time-topurchase. Screens can be easily changed for different scripts, or as responses to any given script dictate. SalesTEAM enables you to score responses as scripts are presented. 2 With algorithms that assign varying weights to different script questions, agents can quickly qualify responses and determine subsequent actions based on this score. Highly qualified respondents may be referred to a sales agent, for example, while those with lower scores may be sent additional information. Because all information associated with these and subsequent responses is logged into a single database, future sales can be linked to campaigns, events, and even scripts to determine successful marketing and sales approaches. S a l e s T E A M
P R O C E S S M O D E L Lead Follow-up SalesTEAM reduces complex sales cycles and lead follow-up activities into easily manageable sequential tasks that you define and that are used to manage the contact relationship. 5 These tasks are then assigned to members of your sales team. All to-do and action items can be scheduled, tracked, and even initiated by the system. As leads become intelligent leads, opportunities, and then accounts, all data fields such as follow-up tasks, sales team members, or contacts at the prospective customer sites can be modified as needed. SalesTEAM provides a consolidated view of each lead and all contacts with that individual or company, regardless of the complexity or number of follow-up requirements involved. 4 Deal Management SalesTEAM prioritizes leads by their likelihood of producing revenue, and recognizes that as the probability of a deal increases, the information requirements change. The system ensures that vital facts are never overlooked by prompting sales team members for details on variables such as buying influences, competitors, individuals involved with the purchase cycle, other sites that may be impacted by a purchase or any other factors that you specify. Armed with this data, your sales team can establish a sales strategy that addresses all the elements needed to close a deal.
Quote Preparation To completely track the critical step of quote preparation, SalesTEAM supports development of itemized complex quotes through its multi-tiered pricing model. This robust model tracks discounts by product, product family, special promotion, or named account. For negotiating flexibility, additional discounts can be applied by line item or to the entire quote. SalesTEAM provides sales projections based on its tracking of the entire quote lifecycle. 7 Win/Loss Reporting Whether a contract is won or lost, the result provides closure to a complex cycle and must be evaluated. With a complete history that details every single "touch" with the prospect, SalesTEAM can identify, and report on, aspects of your marketing and sales approach that are successful or those that are not. Losses can be further categorized by multiple factors including competition, poor account management, or pricing. SalesTEAM provides a complete returnon-investment analysis to determine the utility of a specific campaign or of any specific event, script, or action item within that campaign. Powerful analysis and management tools are easily integrated by simply dropping an OLE 2.0 object into a SalesTEAM form. 6 Data acquired in the sales process and stored in the SalesTEAM database is also transparently available for use with Scopus' SupportTEAM, ServiceTEAM, and QualityTEAM products. And, if you rely on an automated order entry system, it too can be interfaced with SalesTEAM to track customer life-cycles, end-to-end. S a l e s T E A M
P R O D U C T F E A T U R E S CAMPAIGN MANAGEMENT Create campaigns with multiple campaign events, supporting multiple scripts and target audiences Sets product focus and establishes campaign response and sales goals Measures effectiveness of campaign in terms of responses, leads and sales SCRIPT CREATION AND MAINTENANCE Create intelligent/branched scripts Script questions and answers are weighted facilitating programmatic response scoring and qualifying Past scripts can be easily duplicated and edited TARGET AUDIENCE BUILDING Query tool provides virtual list building and advanced database marketing capabilities Supports use of purchased and leased lists TELESALES-TELEMARKETING Supports creation and assignment of call lists Facilitates rapid collection of both inbound and outbound campaign responses Script responses are written to the database CTI Integration available to facilitate ACD, predictive dialing, and call and data transfers Ability to schedule call backs LEAD MANAGEMENT Assigns leads based on any combination of account structure, employee skills or response/lead qualification Create one lead from multiple campaign responses or multiple leads per any campaign response or account. Score, prioritize and rank leads DEAL (OPPORTUNITY) MANAGEMENT Captures and manages multiple buying influences and their roles Allows you to track competition Prioritize deals in progress for better pipeline management Tracks overall deal and individual product interest life-cycles Enables sales professionals to structure and assign activities to close PRODUCT QUOTES Easy generation of complex itemized quotes, including support for multiple currencies Manages life-cycle of multiple quotes per any account or opportunity Ability to programmatically enforce price lists and discount structures ACCOUNT AND CONTACT MANAGEMENT Create and maintain individual account and contact profiles Supports unlimited sites per any account and/or contact View all contacts and their relationships at any account View activity history by account or contact Track and maintain multiple leads and opportunities at any account Create and view contact hierarchies TIME MANAGEMENT On screen display of both time sensitive (schedule) and non-time sensitive activities Supports ticklers or alarms and notifications for specific activities View and assign activities to other users' schedules Create customizable, prioritized lists of activities, accounts, and opportunities TEAM SELLING Allows you to define sales and management team access and visibility to assigned accounts and sales opportunities Supports sequential team selling with escalation or assignment of records from marketing to telesales to direct sales
Define and assign sales team members to an existing account Supports reseller profiles and skills tracking Supports both serial and parallel team selling The Scopus Advantage PRODUCT INFORMATION Define and display information about complex products and product relationships, including substitutes and competing products Define a master price catalog and unlimited price lists Supports registration of both serialized and non-serialized products Define complex discount structures (including combinations of product quantity, price list, promotion, and named account) SALES PRODUCTIVITY Integration available to send and receive e-mail messages to and from internal and external parties Write unlimited free form notes for any account, contact, opportunity, or campaign Attach additional information (word processor documents or spread sheets, for example) to any contact, account, lead, or opportunity Create and assign requests for fulfillment Interfaces with your company standard word processor to create mailings SALES MANAGEMENT Create and maintain employee profiles including skills tracking Assign and align salesmen to territories and accounts Supports territory definition by geography, product line or named account Audit trail capability to stamp all record changes in system with the time, date, and representative Create task templates that spawn and assign required activities given the state of any account, lead, or deal Supports roll-up of deal and quote information for accurate forecasting Ability to easily extract information from database via simple queries or complex ad hoc multiple criteria queries Generate pre-defined reports and create ad hoc customizable reports Sales and service are key weapons in your competitive arsenal. The ability to adapt and improve those processes over time is critical. At the same time, business automation systems are a long term investment. When you select Scopus, you re choosing the most powerful and flexible architecture available. As your needs change and grow, your Scopus system will ensure you keep your edge. Metadata Architecture Hard-coded applications are difficult to customize and maintain. Instead, Scopus leading-edge architecture stores the application components layouts, objects, properties, workflow and logic as objects in a database. The result: customized applications without complex programming. ScopusWorks: Point-and-Click Customization ScopusWorks is an easy-to-use, graphical gateway into the powerful metadata architecture. Design, layout and configure windows, forms, fields, buttons and menus Modify workflow Establish and modify business rules Specify replication rules for distributed servers Easily add OLE 2.0 objects to forms Generate Web-page versions of forms WebTEAM: World Wide Web Connection With WebTEAM, your customers, employees and business partners can have anytime, anywhere access to your Scopus system through a standard Web browser. Automated Workflow and Time Management Business rules engine: automatically trigger notification and escalation procedures. Time management: integrated resource scheduling and activity-based costing. Task Wizard: automatically schedule and assign interdependent tasks triggered by events Powerful Application Servers WorldTEAM: data replication server keeps distributed servers synchronized. TeleTEAM: provides powerful computer telephony features such as screen pops and call transfer. NetTEAM: links Scopus applications with network management products such as HP OpenView and Tivoli. S a l e s T E A M
S C O P U S E N T E R P R I S E W O R K F L O W Organization Customer Management Contact Asset Asset Registration Product Service & Asset Management Product Asset Transactions Marketing Master Campaign Sales Lead Contracts Support Quality Communication Campaign Deal Contract Case Defect & Enhancement Management Target Quote RMA Response Solution Customer Transactions Time & Activity Management Payment Knowledge Base Cross Function & Management Visibility Scopus Enterprise links customer and product information together throughout your organization. C O N F I G U R A T I O N As with all Scopus applications, SalesTEAM has been designed to support a wide variety of environments: DATABASE: Oracle, Sybase, Informix, Microsoft SQL Server NT HARDWARE PLATFORMS: Sun, HP, IBM workstations, PC, Macintosh OPERATING SYSTEMS (SERVER): UNIX, Windows NT OPERATING SYSTEMS (CLIENT): Windows, Windows 95, Windows NT, Macintosh, UNIX GRAPHICAL USER INTERFACES: Windows, Motif, Macintosh 1996 Scopus Technology, Inc. The Scopus logo, Scopus, SalesTEAM, SupportTEAM, ServiceTEAM, QualityTEAM, WebTEAM, WorldTEAM, TeleTEAM, NetTEAM, and ScopusWorks are trademarks of Scopus Technology, Inc. All other brand names and product names are trademarks or registered trademarks of their respective holders. For more information, contact: U.S. HEADQUARTERS Scopus Technology, Inc. 1900 Powell Street, Emeryville, CA 94608 Telephone: 510-597-5800 Fax: 510-428-1027 E-mail: info@scopus.com CANADA Scopus Technology Canada Inc. 5160 Yonge Street, Suite 700 Toronto, Ontario M2N 6L9 Telephone: 416-226-5384 Fax: 416-226-2623 E-mail: info@scopus-canada.com EUROPEAN HEADQUARTERS Scopus Technology UK Maple House, High Street Potters Bar, Herts EN6 5BA England Telephone: +44 1707-828001 Fax: +44 1707-828003 E-mail: info@scopus-uk.com http://www.scopus.com 100% recycled electrons (50% post-consumer waste)