Implementing a multi-step custom sales pipeline using Solastis CRM

1. IMPLEMENTING A MULTI-STEP CUSTOM SALES PIPELINE USING SOLASTIS CRM In this scenario, we are creating a customized sales pirpeline in the organization. By customized sales pipeline we mean the process (or the pipeline) where the steps are specifically designed for the organization’s business practices. So, in this case, we are not following the typical predefined stages for sales. Let’s suppose there is an example company, and it sells some services to the customers. Typically the steps involved in the sales process are as follows. GET INITIAL INFORMATION When the customer has just contacted for the initial inquiry, the first step is to gather enough information about the requirements of the customer. This involves communication with the customer either over the email or via phone. When enough information is available as to what the customer is looking for the sales representative is ready to move to the next level. DEMO / CALL TO THE CLIENT 2nd step is for the demo / call with the client. The sales representative will demonstrate the product / software / services and will explain various options related to it. This is a critical stage, as the customer gets insight into the product in this step. As a result, conducting this step correctly is very important. PROPOSAL SUBMISSION Once the demo is concluded, the sales representative proceeds to the creation of the proposal and submit it to the client. Any specific concerns / questions by the client are also addressed / accommodated in the proposal in this phase. Once the proposal is created, it will be sent to the client. NEGOTIATIONS Some negotiations on pricing, the cost may happen in this phase. Typically if the order value is high, then the customer will expect a discount of a few % on the order value. CLOSURE This is the final step in this process, when the customer confirms that he is ready to sign the contract, this step will be activated. This step is reserved for paperwork to be finished once the customer has confirmed his acceptance. STEP 1 : CREATING A TASK TEMPLATE In this step, we will create the task template to represent this customized sales pipeline. This template will have exactly above mentioned steps. You can see this task template here in the image attached. STEP 2 : CONFIGURING QUESTIONS

2. At each of the step completion, you may want to ask specific questions to the CRM agent, which must be answered before moving the case to the next stage. These questions serve two purposes – first is ensuring that the employees have indeed executed all the actions necessary for completion of that step, the second purpose is to capture relevant data which can help in the next stages. As an example : At the time of completion of the first step a question may be asked “How much urgency the customer has?”, and depending on the reply to this, a pricing executive may decide on the discount, etc in later stages with an intention to close the deal quickly. You can configure as many questions as you want on each of the steps. One sample screen is shown here. STEP 3 : CREATING A CASE TYPE FOR THIS CUSTOMIZED SALES PIPELINE The next logical step will be to create a case type and attach above task template to it. Then all the cases created will flow through these steps sequentially. The case configuration screen is shown in the screenshot attached here. STEP 4 : CONFIGURING AN EMAIL ID FOR AUTO CASE CREATION In most of the scenarios, sales cases are not triggered manually. Instead those are triggered automatically based on an incoming inquiry. This inquiry can be via an email send to info@yourdomain.com or via a web form on your site which then forwards the inquiry to your email address. Solastis CRM has its internal email address where you will need to forward this inquiry. So in the above example, you can forward all emails coming to info@yourdomain.com to CRM email id like mailto:info@yourco.solastis.com and then configure this email id to create a new case automatically. For this, the specific email id will need to be marked for auto creation as shown in the screenshot here. STEP 5 : HOW IT OPERATES Once all above configuration is completed, you can start using this customized sales pipeline. Just send a test email to the above email id and the system will automatically create a case for this. Any subsequent communication on this case will automatically be linked to this case. The case stages will appear as shown in the image below. The CRM agent will have to follow the steps sequentially, once the work in the specific stage is completed the case will have to move next by using move next button. STEP 6 : TRAINING ABOUT THIS CUSTOMIZED SALES PIPELINE TO YOUR SALES EMPLOYEES (EASILY!) In the above steps so far we have implemented a sales process which includes 5 steps. But that is only half of the story. You also need to train your employees to use this effectively.

3. STEP 7 : BENEFITS OF THIS APPROACH CONSISTENT STRUCTURE All your agents will be following a consistent structure for each sales inquiry. Your clients will experience the same steps every time no matter who the sales representative is. This is good as there is significant predictability in the operations KNOW THE STAGE OF EACH CASE Looking at the case stages, you can easily understand where a specific case is at this point. If any case is stuck in any stage, then it is easier to identify it. TIMELINESS The cases start getting resolved in a timely manner. Since the work is divided into stages, and approximate time for each stage is known, it becomes obligatory to sales reps to finish those in given time