Table of Contents S.No Title Page No 1 Purpose 3 2 Scope 3 3 Responsibility 3 4 Process Flow 3 5 Records 6 6 References 6 Version No.:1 Revision Date: 02-Apr-2015 Accessibility: Internal Page 2 of 6
1. Purpose: To manage and track all sales leads received through various sources like website, toll free number and board line number and cross selling through marketing channel. 2. Scope: Process of tracking the sales stages and follow up activities with prospects, in order to convert the prospect to the customer using internal automated system called Lead Tracking System. Unless a lead is tracked properly, effective lead conversion strategies cannot be implemented. 3. Responsibility: Role Administrator Executive Super User Sales Manager Responsibility To update the details of leads received by them on LTS on the same working day on which lead received To assign the lead to respectve business sales manager based on the details of leads received on the same working day in LTS. To regularly update the solution selling stages and other lead details based on interaction with client. 4. Process Flow: The following flowchartsdepict the major steps of the Lead tracking process. Version No.:1 Revision Date: 02-Apr-2015 Accessibility: Internal Page 3 of 6
Fig 1: End to End Lead Process flow chart Lead Source Enquires (Website Contact USsection) Toll free number Admin (Board Line number) S SPOC / Admin executive to generatelead & update lead details on LTS (Lead Tracking System) on Generate Lead section Super user to assign lead to sales professional based on lead details Lead assigned through LTS to the concerned sales person. An automated intimation mailer is generated goes to sales person SM s post discussion with the prospect client to update the lead status on LTS i.e. solution selling stage, GP, Revenue etc details Won lead assigned to the concerned Delivery Manager/Branch Manager Client DM/BM to work on the delivery process as per the terms and condition mentioned in business contract signed with client DM/BM to report the SPOC and the respective Business head on the progress made on the delivery front and respective closures Incentive payout as per the policy defined. Version No.:1 Revision Date: 02-Apr-2015 Accessibility: Internal Page 4 of 6
4.1 Process Detail: It defines the detailed process involved from generation to assigning the sales lead to a sales manager. The below mentioned figure dipicts the process flow on how a lead is generated from three sources i.e.contact Us section of the website, toll free number of the company and the board line numbers PAN India. The lead is generated through administrator executives managing the above sources in LTS with a automated greeting mailer being sent to client from system and also a mailer goes to Super User informing about lead generation by admin executive. The Lead is assigned by Super User to respective business sales manager to take the same forward. This information is shared to sales manager by the automated mailer generated through system. The sales manager is required to update the status based on the meetings and interaction happened with client in system within the timelines. In case the sales manager adheres the timeline he would receive the automated reminder email, from sytem as per the defined intervals. Won leads are shared with Delivery / Branch Manager to take the same forward. 4.2 Features: The tools do much more than lead tracking. Functions such as lead capture, lead distribution / lead assignment, and lead analysis reporting are included in the lead tracking system.. The system includes the following functions and features: Lead capture from various sources such as website, toll free number, calls received on board line Lead Distribution / Lead Routing / Lead Assignment (used in interchanged fashion) Automated email messages to the Prospects Automated alerts to internal sales reps Automated Follow-up Activities / Notes entry Sales Stage progress tracking Lead Analysis Reports 4.3 Lead Follow Up Tracking Lead Tracking includes capturing and recording of the following activities: Lead capture source and date / time Lead Assignment to sales agent Email Messages to sent to the Prospect Email Alerts sent to the sales reps / managers Notes taken by the reps during calls Notes entered during / after personal visits Activities reminders email on solution Selling Stage Version No.:1 Revision Date: 02-Apr-2015 Accessibility: Internal Page 5 of 6
4.4 Email Alerts Notification Reminder Stage No Of Days Stages Ist 2nd 3rd Plan & Engage 5 8 11 Qualification 12 15 18 Discovery 19 22 25 Solution 26 29 32 Proof 33 36 39 Contract & Close 40 43 46 5. Records 6. References Version No.:1 Revision Date: 02-Apr-2015 Accessibility: Internal Page 6 of 6