Oracle Business Flows
Horizontal
(Any Organization)
E-Business Strategy Group
Oracle Consulting
Plan Source Fulfill Market Sell Support
Enterprise Management
Oracle Industry Model: Horizontal
Project to
Profit
People to
Paycheck
Accounting
to Financial
Reports
Contact to
Resolution
Campaign
to Lead
Contract to
Renewal
Procure to
Pay
Order to
Cash
Lead to
Order
Procure to Pay
Analyze to
Agreement
Requisition to
Receipt – Indirect
Supplier Return
to Debit
Supplier Return
to Replacement
Receipt to Assets
Supplier Invoice
to Payment
Offerings
Expense to Post
Related Flows
Concept to ReleaseOrder to Cash (Horizontal)
Credit Approval to
Customer
Customer Return
to Credit
Customer Return
to Replacement
Customer Invoice
to Cash
Campaign to
Order
Revenue to Post
Offerings
Order to
Customer Invoice
Related Flows
Concept toPeople to Paycheck
Strategic Staffing
to Hire
Benefits to Payroll
Payroll to
Payment
Termination to
Payroll
Employee Incident
to Workers
Compensation
Develop to
Succeed
Time Collection to
Payroll Processing
Bank Statement to
Cash Reconciliation
Subledger
Journals to Post
Planning
Compensation to
Commission
Project Execution
to Invoice / Asset
Offerings
Supplier Invoice
to Payment
Assess to Progress
Relate to Retain
Deploy to Achieve
Related Flows
Concept to ReleaseProject to Profit
Analysis to Project
Closure
Plan to Project
Budget
Project Execution
to Invoice / Asset
Customer Invoice
to Cash
Time Collection to
Payroll Processing
Utilization to
Forecast
Proposal to
Project Contract
Project to Staffing
Receipt to Assets
Expense Report
to Invoice
Offerings
Related Flows
Concept toAccounting to Financial Reports
Financial
Management to
Reporting
Expense to Post
Revenue to Post
Offerings
Related Flows
Concept to ReleaseRevenue to Post
Subledger
Journals to Post
Customer Invoice
to Cash
Customer
Statement to
Collections
Customer Return
to Credit
Credit Approval to
Customer
Order to Cash
Contact to
Resolution
Contract to
Renewal
Project Execution
to Invoice / Asset
Offerings
Related Flows
Concept toExpense to Post
Expense Report
to Invoice
Supplier Invoice
to Payment
Assets to
Depreciation
Subledger
Journals to Post
Receipt to Assets
Supplier Return
to Debit
Requisition to
Receipt – Indirect
Inspect to
Disposition
Project Execution
to Invoice / Asset
Offerings
Related Flows
Concept to ReleaseFinancial Management to Reporting
Period End Close
to Financial
Reports
Bank Statement
to Cash
Reconciliation
Expense to Post
Intercompany
Journals to Post
Subledger
Journals to Post
Budgets to
Approval
Cash Forecast to
Funds Transfer
Revenue to Post
Payroll to
Payment
Product STD
Costing
to Inventory
Revaluation
Offerings
Related Flows
Concept toContract to Renewal
Offerings
Author to Sign
Sales Contract
Change or
Terminate
Contract
Author to Sign
Service Contract
Expiring Contract
to Renewal
Customer Invoice to Cash
Quote to Warranty /
Extended Warranty
Lead to Order
Related Flows
Concept to ReleaseClick to Resolution
Offerings
Registration to
User Access
(Self–support)
Self-support to
Resolution
Customer
Feedback to
Intelligence
Insight to
Campaign Plan
Maintain Account
to Personalize
Homepage
Create to
Publish Content
Create to
Publish
Knowledge
Knowledge
Contribution to
Acceptance
Related Flows
Concept toSelf Support to Resolution
Offerings
Customer
Feedback to
Intelligence
Install Base Update
to Product Return
Web Service
Request to
Escalation
Knowledgebase
Search to Result
Email Inquiry to
Response
Service Request to
Entitlement
Service Entitlement
To Resolution
Forum Posting to
Response
Create to
Publish
Knowledge
Knowledge
Contribution to
Acceptance
Registration to
User Access (Self–
support)
Maintain Account to
Personalize
Homepage
Related Flows
Concept to ReleaseContact to Resolution
Offerings
Call
To Resolution
Customer Return
To Credit
Customer Invoice
to Cash
Click to
Resolution
Contract to Renewal
Lead
to Order
Dispatch to
Repair
Return to Repair
Related Flows
Concept toCall to Resolution
Offerings
Service Request
to Contract
Customer Return
To Credit
Customer Invoice
to Cash
Dispatch to
Repair
Order to Status Inquiry
Lead to Order
Quote to Warranty /
Extended Warranty
Return to
Repair
Service Request to
Entitlement
Service Entitlement
To Resolution
Click to Resolution
Service Request
To Intelligence
Related Flows
Concept to ReleaseDispatch to Repair
Offerings
Dispatch to
Technician
Move Order
Service Request to
Parts Replenishment
Service Request to
Dispatch
Customer Invoice
to Cash
Web Service Request to Escalation
Related Flows
Concept toReturn to Repair
Offerings
Customer Invoice
to Cash
Inspect to
Disposition
Customer Return
To Credit
Service Request
to Exchange
Service Request
to Depot Repair
Service Request
To Entitlement
Web Service
Request
To Escalation
Related Flows
Concept to ReleaseLead to Order
Offerings
Campaign to Lead
Product Trade–In
To Order
Opportunity To
Order
Inbound Call
To Lead
Outbound Call
To Lead
Order to Cash
Insight to
Campaign Plan
Web Browse
to Order
Sales Force
Management
Lead To
Opportunity
Configure Quote
to Order
Related Flows
Concept toCampaign to Lead
Lead to Order
Cleanse Data to
Enhance
Analytics to
Insight
Concept to
Profitability
Insight to
Campaign Plan
Execute
Campaign To
Event
Execute Campaign
to Direct Mail &
Advertising
Execute
Campaign
To Telesales
Execute
Campaign to
Web
Execute
Campaign to
Design to Release
Offerings
Related Flows
Concept to ReleaseSales Force Management
Offerings
Lead to Order
Order to Cash
Opportunity to
Forecast to
Management Rollup
Sales Force
Planning
Planning
Compensation to
Commission
Payroll to Payment
Related Flows
Concept toWeb Browse to Order
Offerings
Registration to
User Access
Automated Payment
To Funds Clearing
Campaign
to Lead
Web Prospect to
Shopping Cart
Order to
Status Inquiry
to Intelligence
Order Receipt
Insight to
Campaign Plan
Order to Cash
Shopping Cart
to Contract
Catalogue to
Assembled Content
Personalization to
Content Deployment
Related Flows
Concept to ReleaseCleanse Data to Enhance
Enterprise Roles
Database Marketing Manager Outside Vendor Analytics to Insight MK7101 Merge Duplicate Customer Records • Process merge requests either batch or individual MK7152 Identify Customer Data Duplications • Identify customer and prospect data duplications MK7151 Analyze Current Customer Data Quality • Assess current data quality of customer and prospect data base
MK7103
Import Customer Data and Lists
• Process of importing prospect and customer lists from multiple sources, selecting and loading target records.
SL0769
Maintain Customer Information
• Edit customer data
MK7205 Identify Multiple Customer Records • Identify inaccurate of multiple instances of a customer using an external knowledge base MK7206 Consolidate Customer Information • Resolve / consolidate multiple instances of a customer SL0769 Maintain Customer Information • Automated mapping of business / party relationships SL0769 Maintain Customer Information • Process business / party relationships as identified MK7104 Identify Customer Enhancement Data • Identify enhancement data needed to complete customer and prospect profiles MK7106 Compare and Enhance Customer Record •Enhance customer or prospect data either individual or batch
Flow
Value
Statement
M M M M M M MBusiness Flow
Cleanse Data to Enhance
•
Data quality managers
•
Marketing Managers
•
IT departments
•
Imports customer data and lists
•
Identifies data duplications, multiple
instances of a customers and inaccuracies
•
Identifies party relationships
•
Consolidates inaccurate representations of
a customer
•
Enhances customer profile data
•
Reduced cost per marketing contact
•
Reduced Marketing Waste and
Redundancy
•
More accurate targeting and response
rate through better profiles
•
Improved customer value
•
Automated party relationship
identification in TCA
What does it cover?
Who is affected?
Where is the ROI?
Modules Licensed
•
OCO
Analytics to Insight
Cleanse Data to Enhance
Insight to Campaign Plan MK7115
Score Market Segment or List
• Score market segment or list based using the predictive model MK7114 Build and Test Predictive Models •Build predictive models, based on test campaigns and determine lift Enterprise Roles Marketing Manager Financial Analyst Enterprise Roles MK7110 Create Customer Income Statement • Based on allocations, create an income statement for each customer MK7112 Segment Customers by Profitability Deciles •Segment customers based on customer value MK7109 Allocate Cost to Serve MK7113 Score Customers Using Customer Value • Score customers based on customer value MK7111 Calculate Account and Party Profitability •Calculate customer account / Party profitability and life time value • Allocate cost to serve to
each customer
Flow
Value
Statement
KPI KPI M M M M M M MBusiness Flow
Analytics to Insight
•
Marketing managers
•
CEO/ CIO
•
Identifies and scores customer
profitability / LTV
•
Identifies and scores customers most
likely to respond to an offer or most likely
to defect
What does it cover?
Who is affected?
Where is the ROI?
•
Improved marketing response rate
•
Reduced cost to acquire
•
Improved customer retention / loyalty
•
Improved customer value
Modules Licensed
•
Advanced OM
Insight to Campaign Plan (Page 1 of 2)
MK0737
Measure Marketing Activity Results
• Define results views • Analyze results •Determine program, medium and channel effectiveness MK7116 Define Marketing Objective/Message • Determine campaign objective and message MK7117 Define Marketing Medium • Determine which medium or channels for campaign MK7004 Define Audience Segments • Determine target segments based on results of Perform Analytics MK7008 Define Marketing Activity Budget
• Create and approve budget for a marketing activity: programs, campaign, or event. MK0717 Manage Customer Lists
• Create lists of target customers/prospects based on specific marketing activity objective, past results, and on Analytics to Insight MK7011 Define Campaign MK7009 Define Program MK7006 Define Marketing Activity Plan • Process of developing plans for marketing and sales programs, campaigns and events.
A
Enterprise Roles
Marketing Manager Opportunity to Forecast to Management Rollup
Marketing Strategy to Market Share Concept to Release (Process) Analytics to Insight
Concept to Profitability
Customer Feedback to Intelligence Opportunity to Order
Order Receipt to Intelligence
KPI
• Define the program: products, target audience, schedule, communications plan, channels, required collateral, responsibilities and resources, metrics, offers, campaigns and events.
• Define the campaign: products, segments, schedule, communications plan, channels, required collateral, responsibilities and resources, metrics, offers.
M M
M M M
Insight to Campaign Plan (Page 2 of 2)
MK7118
Create Campaign
Metrics
• Define metrics by which campaign results will be measured
MK7120
Specify Cross Sell and Up Sell Products
• Defining the business rules for up sell and cross sell products that may promoted with offer
MK7005
Define Promotions
• Defining offers and promotions which apply to products based on marketing tactics.
• Manage changes to budget and revenue and expense allocations to budget. MK7015 Manage Marketing Activity Budget MK0731 Develop Marketing Collateral • Process of defining, developing and delivering marketing and sales collateral.
Enterprise Roles
VP of Marketing Marketing Manager
A
Execute Campaign to Event
Execute Campaign to Direct Mail & Advertising Execute Campaign to Telesales
Execute Campaign to Web Execute Campaign to Email Concept to Profitability
Flow
Value
Statement
M M MBusiness Flow
Insight to Campaign Plan
•
Marketing Manager
•
Marketers
•
IT Departments
•
CEO/CIO
•
Analyse, Prepare and Plan Campaigns
•
Automated budget Management
•
Create and manage targeted lists
(Targeted selections, Import and
DeDuplication)
•
More Efficient, higher velocity campaigns
from automated campaign planning and
execution
What does it cover?
Who is affected?
Where is the ROI?
•
Improved Campaign Efficiency, higher
Marketing ROI
•
Tight Budget Control, lower variance
•
Cost Efficient Channel Usage
•
Improved marketing response rates
•
Reduced Cost to Acquire
•
Improved customer retention
Modules Licensed
•
OM, A–OM, Discoverer
Concept to Profitability
MK1633
Define Product Pricing
• Determines the structure and level of prices to offer.
MK7120
Specify Cross Sell and Up Sell Products
• Defining the business rules for up sell and cross sell products that may promoted with offer
MK7005
Define Promotions
• Defining offers and promotions which apply to products based on marketing tactics. MK1632 Define Product Concept • Determines product requirements; features to be incorporated, options to be offered, packaging and bundling variations Enterprise Roles Marketing Manager VP of Marketing MK7119 Determine Product Demand • Build demand profile and estimated ROI based on market and customer research MK7121 Determine Product Profitability • Calculate product profitability and ROI on New Product
Product Manager Execute Campaign to Direct Mail & Advertising
Execute Campaign to Event Execute Campaign to Email Execute Campaign to Web Execute Campaign to Telesales Insight to Campaign Plan PD7140 Assign Product to Inventory / Shipping Organization • Assign product to an inventory and shipping organization and part of a new product introduction Design to Release OF1173 Maintain Price List
• Product has passed through all of the approval processes necessary to ready for sale at the determined price
•This procedure covers adding and maintaining product price lists.
Flow
Value
Statement
M M M M MBusiness Flow
Concept to Profitability
•
Product managers
•
Marketing managers
•
Define and launch new products
•
Identify cross sell and upsell options
•
Determine product profitability
What does it cover?
Who is affected?
Where is the ROI?
•
Improved customer value
•
Improved product profitability and ROI
Modules Licensed
•
OM, Advanced OM,
Discoverer
Execute Campaign to Event
Enterprise Roles MK7122 Create Event Deliverables• Create Collateral and Deliverables for Event
MK7124 Manage Event Registration • Capture prospect / customer information to register attendees for the event
MK7126 Pass Registrants/ Attendees as Leads • Pass registrants / attendees to Lead to Opportunity process MK7013 Define Event
• Define Event: Products, segment, schedule, location logistics, communications plan, required collateral, responsibilities and resources, metrics, offers.
MK7014
Execute Event
• Manage and perform the activities which roll out the event.
MK7125
Analyze Event Results
• Assess Event results
Marketing Representative Marketing Manager MK7123 Execute Event Offer • Communicate offer either email, direct, telesales, web, etc. to attract potential attendees to register for an event
Insight to Campaign Plan Concept to Profitability Lead to Opportunity Concept to Profitability
Flow
Value
Statement
KPIBusiness Flow
Execute Campaign to Event
•
Marketing Manager
•
Marketers
•
IT Departments
•
Plan and execute marketing events
•
Attract and track registrants and
attendees via Web, Mail, Phone and
Direct Marketing
•
Budget Management
•
Response Management
•
Analyse event results
What does it cover?
Who is affected?
Where is the ROI?
•
Improve campaign efficiency, Marketing
ROI
•
Improved Budget Control / variance
•
Cost Efficient Channel Usage
•
Improved event response and order rate
Modules Licensed
•
OM, A–OM, Discoverer
Execute Campaign to Direct Mail & Advertising
Enterprise Roles MK0731 Develop Marketing Collateral• Define and Create Collateral and Deliverables for Campaign MK7127 Generate Target List • Generate previously created list in order to execute a campaign
MK7128
Pass Responses For Lead Qualification
• Pass responses for qualification to Lead to Opportunity process MK7012 Execute Campaign • Manage and perform the activities which roll out the campaign. MK0737 Measure Marketing Activity Results • Assess Campaign results Marketing Representative Marketing Manager Insight to Campaign Plan
Concept to Profitability Lead to Opportunity Concept to Profitability
Flow
Value
Statement
KPI M MBusiness Flow
Execute Campaign to Direct Mail & Advertising
•
Marketing managers
•
CEO/CIO’s
•
Automate the execution of direct mail
and advertising campaigns
•
Analyse campaign results
What does it cover?
Who is affected?
Where is the ROI?
•
Improved marketing response rate
•
Reduced cost to acquire
•
More Efficient, higher velocity campaigns
from automated campaign planning and
execution, improved Marketing ROI
Modules Licensed
•
OM, Advanced OM,
Discover
Execute Campaign to Telesales
MK7155
Load Leads
• Process of loading qualified leads and customer records from previous phases of current campaign or previous campaigns SL7017 Develop Sales Interaction Scripts • Process of developing scripts to be used for telesales and telemarketing campaigns.
MK7103
Import Customer Data and Lists
• Process of importing lists from multiple sources, selecting target records and loading records.
MK0737
Measure Marketing Activity Results
• Process of collecting, reporting and analyzing marketing activity results
MK0731 Develop Marketing Collateral • Process of defining, developing and delivering marketing and sales collateral. MK7127 Generate Target List • Generate previously created list in order to execute a telesales campaign
Enterprise Roles Marketing Manager
Database Marketing Manager Insight to Campaign Plan
Concept to Profitability
Inbound Call to Lead Concept to Profitability
Flow
Value
Statement
KPI M MBusiness Flow
Execute Campaign to Telesales
•
Marketing Manager
•
Marketers
•
IT Departments
•
CEO/CIO
•
Call Center Manager
•
Analyse, Prepare, Plan and Execute Call
Center Campaigns
•
Define Scripts
•
Define cross sell / upsell options
•
Budget Management
•
Create and manage targeted lists (Targeted
selections, Import and DeDuplication)
What does it cover?
Who is affected?
Where is the ROI?
•
Improve Campaign Efficiency /Marketing ROI
•
Improved Marketing Response Rate
•
Improved Cross Sell Revenue
•
Improved agent productivity (number of quality
leads passed from call center agents, Increased
number of calls per day, improved close rate on
those increased calls, and increased deal size
on the increased calls)
•
Tight Budget Control
Modules Licensed
•
OMO, MI, A–OMO,
Advanced Inbound,
Advanced Outbound,
Scripting
Execute Campaign to Web
Enterprise Roles MK7143 Define Web Content Location•Define the placement for the Web Content created
MK7144
Create Web Placement
• Create placement for the Web Content created MK7141 Create Web Content • Create content to be placed on Web MK7012 Execute Campaign • Customer receives marketing contact either email, direct, telesales, clicks on banner add or goes to Web site Marketing Manager MK7142 Create Personalized Product Recommendations • Generate previously created list in order to execute a telesales campaign MK0737 Measure Marketing Activity Results • Assess Campaign results
Web Store Administrator Insight to Campaign Plan
Concept to Profitability
Concept to Profitability Registration to User Access Catalogue to Assembled Content Web Prospect to Shopping Cart
Flow
Value
Statement
KPI M M M MBusiness Flow
Execute Campaign to Web
•
Marketing Manager
•
Marketers
•
IT Departments
•
CEO/CIO
•
Web Manager
•
Execute Web Marketing Campaigns
•
Set up / personalize Postings and Rules
•
Analyze results
What does it cover?
Who is affected?
Where is the ROI?
•
Improve Campaign Efficiency / Marketing
ROI
•
Reduced cost per contact / cost to
acquire
•
Cost Efficient Channel Usage
•
Improved customer retention
•
Cost reduction from unassisted selling,
customer cost of order errors, order
abandonment
Modules Licensed
•
OMO, A–OMO, Discoverer
Execute Campaign to Email
Enterprise Roles MK7130 Create Email Content and Define Preferences• Create email content and define preferences MK7127 Generate Target List • Generate previously created list in order to execute a email campaign MK7128 Pass Responses For Lead Qualification
• Pass responses for qualification to Lead to Opportunity process MK7131 Create and Execute Mail Merge
• Create and Execute the mail merge to prepare emails for sending MK0737 Measure Marketing Activity Results • Assess Campaign results Marketing Representative Marketing Manager MK7129 Create Email Trigger •Set conditions for initiating the email campaign
MK7132
Send Email to Target List
• Execute email with offer URL or response instructions send to target list
Insight to Campaign Plan Concept to Profitability Lead to Opportunity Concept to Profitability Subsequent Campaign Trigger ? Execute subsequent campaign based thresholds set by trigger then send email to target list NO YES
Flow
Value
Statement
KPIBusiness Flow
Execute Campaign to Email
•
Marketing Manager
•
Marketers
•
IT Departments
•
CEO/CIO
•
Call Center Manager
•
Execute eMail Marketing Campaigns
•
Budget Management
•
Create personalized eMail content
•
Create and manage targeted lists for email
campaigns (Targeted selections, Import and
DeDuplication)
•
Set triggers for automatic subsequent email
campaign execution
What does it cover?
Who is affected?
Where is the ROI?
•
Improve Campaign Efficiency / Marketing
ROI
•
Reduced cost per contact / cost to
acquire
•
Tight Budget Control
•
Cost Efficient Channel Usage
•
Improved customer retention
Modules Licensed
•
OM, A–OM, Discoverer
MK5902 Define Marketing Validation Rules MK5901 Create Marketing Suppression List
Outbound Call to Lead
Flow
Value
Statement
MK5905 Select Dialing Parameters• Define outbound dialing methods, calendars, rules, release strategy, recycling strategy for a campaign
MK5903
Create Marketing Recycling Strategy • Create best business practices recycling strategy based on marketing and campaign objectives. • Cleanse, complete and
format all customer contact data to ensure required data is complete in a standard format. MK5904 Define Calling Calendars • Analyze target audience demographics and legal requirements to define outbound dialing calendars
• Create or associate an existing suppression list based on legal requirements and customer preferences.
• Select and associate outcome, result and reason codes for a campaign. SL5906 Define Sales Interaction Codes Enterprise Roles Sales Manager Database Marketing Manager Call Center Administrator • Assign telesales agents to a specific outbound campaign. SL5907 Assign Agents to Campaign
Inbound Call to Lead Insight to Campaign Plan
Execute Campaign to Telesales
KPI
Outbound Call to Lead
•
Chief Sales Officer
•
Telemarketing Manager
•
Telesales Agent
•
VP, Telemarketing
•
VP, Interaction Center
•
Director, Call Center
•
Chief Information Officer
•
Vice President, Marketing
•
Call Center Administrator
•
Automated Scripts
•
Response and Lead Management
•
Predictive Dialling
•
List Management
•
Computer Telephony Integration
•
Outbound Call Centre Management
•
Reporting and Analysis
•
Improved Cross Sell Revenue
•
Improve Up-Sell Revenue
•
Improve Campaign Efficiency / Marketing ROI
•
Improved Marketing Response Rate
•
Improved Agent Productivity
•
Cost Efficient Channel Usage
•
Increase Number of Qualified Leads
•
Decrease Cost of Training Agents
What does it cover?
Who is affected?
Where is the ROI?
Modules Licensed
•
Advanced Outbound
•
Advanced Inbound
•
OMO
•
Telesales
•
Scripting
•
Discoverer
SL7207
Log into Interaction Center Systems
Inbound Call to Lead
• The process of logging into Telesales application and interaction center work queue. Enterprise Roles Telesales Agent SL7160 Receive Inbound Call • The process of receiving an inbound sales call from a prospect. SL7192 Contact Lead • Process of generating and capturing a lead. SL7156 Receive Screen Pop and Script • Process of receiving an automated screen pop and Telesales script from CTI.
SL7138 Capture Contact Details • Process of gathering information about individuals and business before creating a lead.
MK7124 Manage Event Registration • Process of enrolling qualified prospects in sales and marketing events. SL7158 Send Product Collateral • Process of sending product collateral and other sales information to prospect.
Flow
Value
Statement
Execute Campaign to Telesales
Lead to Opportunity Opportunity to Order KPI
Inbound Call to Lead
•
Marketing Manager
•
Marketers
•
IT Departments
•
CEO/CIO
•
Call Center Manager
•
Capture contact details
•
Automated scripts
•
Capture / qualify leads
•
Send lead sales collateral
•
Response and lead Management
•
Improve Campaign Efficiency /Marketing ROI
•
Improved Marketing Response Rate
•
Improved Cross Sell Revenue
•
Improved agent productivity (number of quality
leads passed from call center agents, Increased
number of calls per day, improved close rate on
those increased calls, and increased deal size
on the increased calls)
•
Cost Efficient Channel Usage
What does it cover?
Who is affected?
Where is the ROI?
Modules Licensed
•
OMO, MI, A–OMO,
Advanced Inbound,
Advanced Outbound,
Scripting
Opportunity to Order
Enterprise Roles SL7027 Manage Quote•The process of managing the development of a quote: Confirm Customer Requirements, Configure, Check Availability, Price and Discount, Obtain Approvals, Present to Customer, Revise Quote. SL7028 Perform Cross–Sell Up–Sell •The process of presenting product or service information to a customer during quote management to encourage the customer to buy additional offerings. SL0783 Present and Negotiate Quote •The process of determining pricing and discounting of products or services during the quote process. SL7025 Convert Opportunity To Quote • The process of converting an opportunity to a quote and to enter a Quote
SL7030 Determine Order Details • The process of determining order options such as shipping, billing, scheduling, and payment options. Sales Representative SL0769 Maintain Customer Information • The process of maintaining primary information about the customer. SL7029 Negotiate Service Agreement • Process of identifying and negotiating warranty and service agreements. SL0788 Convert Quote to Order • Process of converting a
quote into a sales order. Sales Manager
SL7147
Configure Solution
•Process of configuring products and services, based on preferences, for sales order.
Telesales Agent Lead to Opportunity
Inbound Call to Lead Shopping Cart to Contract
Flow
Value
Statement
Quote to Warranty / Extended Warranty Product Trade–In to Order
Order to Cash
Insight to Campaign Plan
KPI KPI
KPI
KPI
Opportunity to Order
•
Sales Teams
•
Sales Management
•
Convert Opportunity to Quote
•
Convert Quote to Order
•
Increased Revenue Cross selling and Up
selling
•
Better Qualification by a well defined
process in the Opportunity management
•
Higher Employee Satisfaction
•
Higher Customer Satisfaction while
seeing that all the phases of the order are
taken care of at the right time
What does it cover?
Who is affected?
Where is the ROI?
Modules Licensed
•
Sales Online
Product Trade–In to Order
SL7027
Manage Quote
• Process of developing and revising a quote. Check product or service availability. SL7028 Perform Cross Sell / Up Sell • Process of cross selling or up selling additional products and services. SL0783 Present and Negotiate Quote • Process of negotiating pricing, discounts and terms. SL7025 Convert Opportunity to Quote • Process of proposing a solution for opportunity. Prepare, present and enter quote. SL0769 Maintain Customer Information • Process of creating and maintaining customer and account information. • Process of determining shipping, billing, payment and scheduling options.
SL7030 Determine Order Details SL7029 Negotiate Service Agreement • Process of identifying and negotiating warranty and service agreements.
SL7147
Configure Solution
• Process of configuring products and services, based on preferences, for sales order.
SL0788
Convert Quote to
Order
• Process of converting a quote into a sales order.
SL7085 Approve Credit Memo • Process of qualifying, requesting, and approving credit memos. Enterprise Roles Sales Manager Telesales Agent SL7160 Receive Inbound Call • The process of receiving an inbound sales call from a prospect. SL7156 Receive Screen Pop and Script • Process of receiving an automated screen pop and Telesales script from CTI.
Opportunity to Order
Service Request to Entitlement
Configure–to–Order to Shipment Order to Drop Shipment Assemble–to–Order Shipment Engineer–to–Order Shipment Pick–to–Order Shipment Customer Invoice to Cash Order to Buy Shipment Order to Shipment
Flow
Value
Statement
KPI KPI KPIBusiness Flow
Product Trade–In to Order
•
Chief Sales Officer
•
VP, Inside Sales
•
Telesales Agent
•
Sales Manager
•
VP, Telemarketing
•
VP, Interaction Center
•
Director, Call Center
•
Chief Information Officer
•
Vice President, Marketing
•
Capture Contact and Opportunity Details
•
Automated Scripts
•
Opportunity Management
•
Quoting
•
Sales Orders
•
Sales Credit Approval
•
Computer Telephony Integration
•
Maintain customer information
•
Improved Cross Sell Revenue
•
Improve Up-Sell Revenue
•
Customer Retention
•
Larger Client Wallet Share and Life Time Value
•
Cost Efficient Channel Usage
•
Decrease costs from sales order rework and
errors
•
Decrease credit approval processing cost
What does it cover?
Who is affected?
Where is the ROI?
Modules Licensed
•
Telesales
•
Quoting
•
Advanced Inbound
•
Scripting
Lead to Opportunity
Enterprise Roles SL7168 Determine Product Interest •Present and determine the product with the Lead.SL0773
Qualify and Score
Lead
•Qualify leads based on the criteria set for an "opportunity" that the company may invest in.
SL7192 Contact Lead •Capture Lead information as a result of Sales initiatives. Sales Representative Sales Manager SL7023 Assign Lead
•Review and assign previously generated sales leads. Alliances Manager Outside Roles Partner Telesales Agent Campaign to Lead
Inbound Call to Lead Outbound Call to Lead
Execute Campaign to Direct Mail and Advertising Execute Campaign to Email
Execute Campaign to Event Execute Campaign to Telesales Execute Campaign to Web
SL7022
Generate Automated
Lead
• Use the “Automated Lead Routing” for all leads having enough info. System Automated
Flow
Value
Statement
SL0776 Convert Lead To Opportunity•Verify that the lead has emerged as a real opportunity, and that the opportunity should be pursued. SL7170 Assign Opportunity • Assign an opportunity to one of the potential actor and/or channel.
MK7124
Manage Event Registration
• Capture attendees for the event. Register Lead for Event. MK7158 Send Product Collateral •Sending product collateral and other sales information. Partner Channel ? NO YES SL7172 Manage Opportunity • The process of
contacting, updating all the opportunity information collected after this Sales contact
Opportunity to Order
Opportunity to Forecast to Management Rollup
SL7171 Assign Opportunity to Partner • Assign a Partner to an opportunity that has been listed in the Partner Channel. SL7173 Monitor Partner Opportunity Management •Check all the opportunity information collected and sent by the Sales Org and manage the opportunity. A KPI KPI KPI KPI KPI
Business Flow
Lead to Opportunity
•
Sales Teams
•
Sales Management
•
Alliances Team
•
Marketing
•
Sales Rep is Informed about New Lead
•
Qualification of Prospect/Lead
•
Convert Lead to Opportunity
•
Manage Opportunity
What does it cover?
Who is affected?
Where is the ROI?
•
Increased Revenue; less loss of prospect
in the qualification process
•
Better Qualification
•
Reduce Time (automated Qualification)
•
Higher Employee Satisfaction in
collecting and getting correct Customer
data
Modules Licensed
•
Sales Online
Opportunity to Forecast to Management Rollup
Enterprise Roles Sales Representative Sales Manager Lead to Opportunity
Sales Force Planning Insight to Campaign Plan SL7175 Generate Baseline Forecast •The process of preparing a first Forecast Baseline based on the information collected and the Sales Rep objectives
SL7176
Maintain Forecast
•The process of modifying an Aggregate Forecast, or an Opportunity Forecast, or a Product Family Forecast
SL7178
Compare Subordinate Pipeline To Forecast •The process of receiving all the Forecast submitted by the Sales Reps, (subordinate) and comparing it with the Management figures SL7174 Review Pipeline • The process of capturing Opportunity information and reviewing the activities linked to it SL7177 Submit Forecast •The process of submitting the Forecast to his/her manager for review and consolidation SL7179 Generate Final Forecasts •The process of
modifying and generating the final Aggregate Forecast, Opportunity Forecast, and Product Family Forecast SL7180 Accept Forecast •The process of verifying the consistency and possibility of the management Forecast SL7181 Rollup Forecast
•The process of rolling up the Forecasts SL7177 Submit Forecast •The process of submitting the Forecast to his/her manager for review and consolidation
Flow
Value
Statement
KPI KPIBusiness Flow
Opportunity to Forecast to Management Rollup
•
Sales Force
•
Sales Management
•
Create or receive opportunities assigned to a
sales rep
•
Maintain pipeline information and product
category based aggregated forecast values
•
Forecast values and rollup periodically though
hierarchy online
•
Rollup forecast to next level and submit
What does it cover?
Who is affected?
Where is the ROI?
•
Increase customer facing sales time,
revenue contribution
•
reducing forecast effort dramatically
•
forecast transparency and accuracy
through online drilldown and rollup
Modules Licensed
•
Sales On Line
Sales Force Planning
Enterprise Roles
Sales Representative Sales Manager VP of Sales Opportunity to Forecast to Management Rollup
Planning Compensation to Commission SL7195 Create Compensation Plan •The process of creating the compensation plan rules based on the previous analysis SL7196 Set Sales Quotas •The process of setting up the Sales Quota ruling the Comp plan SL7197 Accept Quotas •This process of validating the Compensation plan and the Sales Quota(s)
SL7194
Analyze Sales Force Performance
• The process of capturing sales information and historical data in order to analyze a complete sales force Performance SL7198 Assign Quota(s) to Sales Force • This process of assigning the approved Quota to the Sales force SL7200 Accept Compensation Plan •This process of validating and accepting the compensation plan SL7201 Activate Accepted Plan •This process of activating the total compensation plan •The Pay Roll Clerk will do a similar procedure at his stage
SL7199 Manage Total Compensation Plan •This process of determining and revising the total compensation plan
Flow
Value
Statement
KPI MBusiness Flow
Sales Force Planning
•
Sales Management
•
Sales Force
•
Executive and C level
•
Analysis of Sales Force Performance
•
Creation of new Quota and
Compensation Plans
•
Approval of New Compensation Plans
•
Distribution of new Plans
•
Acceptance of New Plans by Sales Force
•
Revision of Compensation Plans
•
Activation of Compensation Plans
•
Improved Compensation Plan buy in
•
Increase revenue by having less admin
time spent by sales force checking their
Quota and Comp plan
•
Better Employee satisfaction: Improved
pipeline transparency with online
drilldown and rollup
What does it cover?
Who is affected?
Where is the ROI?
Modules Licensed
•
Incentive Compensation
Planning Compensation to Commission
SL0767 Manage Incentive Compensation Plans •The process of managing incentive compensation plans. SL7202 Validate Compensation Payout •This process of validating the actual compensation payout to the Sales forceSL0789
Calculate Commission
•The process of calculating sales person commission based on plan and order information. Then the payment of the commission is processed.
SL0768
Evaluate Incentive Compensation Plans •The process of evaluating the incentive compensation plan to determine if results warrant the continuation of plan measurement approaches.
Customer Invoice to Cash Sales Force Planning
Payroll to Payment Supplier Invoice to Payment Enterprise Roles Sales Manager VP of Sales Compensation Analyst
Flow
Value
Statement
KPI KPIBusiness Flow
Planning Compensation to Commission
•
Sales Teams
•
Sales Management
•
Financial Administration
•
Executive and C level
•
Manage Compensation Plans
•
Approval Compensation Plans looking at
the potential payments
•
Calculate Commissions
What does it cover?
Who is affected?
Where is the ROI?
•
Increased Revenue by reducing
employee facing
•
Reduced Costs by automating the
Compensation plan management to its
creation
•
Employee Satisfaction by the
transparency
•
Better Motivation by the understanding of
the rules and commissions
Modules Licensed
•
Incentive Compensation
Service Request to Entitlement
Flow
Value
Statement
Receive Service Contact Review Install Base CS7041 Validate Customer Records CS7037 CS7036 Enterprise RolesCustomer Service Manager Customer Service Representative
•Review Installed Base for customer‟s product information
•Verify Product Order (if subject of Billing Inquiry)
•Receive inbound customer call •Log into application, check work queue •Receive inbound call or customer service request
•Receive an
automated screen pop via CTI
•Gather information about individual or business •Verify that information is current
CS7042
Verify Entitlement
•Review customer warranty information
•Determine the level and type of service available to the customer
Transfer Ownership?
yes
no
Service Entitlement to Resolution Order to Status Inquiry
Opportunity to Order
KnowledgeBase Search to Result Web Service Request to Escalation Forum Posting to Response
Install Base Update to Product Return Email Inquiry to Response
•Transfer Installed Base ownership Maintain Customer Installed Base CS1411 KPI KPI KPI CS7039 Enter Service Request •Define Contact Reason •Create Service Request •Assign SR to Resource •Create Tasks KPI SL7207 Log into Interaction Center Systems
• The process of logging into Teleservice application and interaction center work queue. SL7156 Receive Screen Pop and Script • Process of receiving an automated screen pop and Telesales script from CTI.
Service Request to Entitlement
•
Customer
•
Customer Service
•
Inbound call center business process
integrated out of the box
•
Track service requests
•
Verify service entitlement
What does it cover?
Who is affected?
Where is the ROI?
•
Reduce cost of service by increasing
customer service productivity
•
Eliminate revenue leakage from providing
en–entitled service
Modules Licensed
•
Teleservice
•
Advanced Inbound (Option)
Service Entitlement to Resolution
Flow
Value
Statement
Enterprise Roles Customer Service Manager Customer Service Representative Quote to Warranty/Extended Warranty Service Request to Contract
Service Request to Intelligence Customer Invoice to Cash Service Request to Entitlement
Identify Solution? yes no Escalate Service Request CS7043 Maintain Knowledge Repository CS7035 Create Charge Order CS7047 Resolve Service Request CS7044
•Update Knowledge Base with information on the successful solution
•Process Charges for Service (if no entitlement) •Apply charges
•Apply the solution or perform the requested service
•Close the service request (CSR or CSM)
•Escalate an open service request to a supervisor or a solution expert. Issue Returned Material Authorization OF1079
•issue an RMA to authorize a customer request to return a product
Identify Potential
Solution
CS7040
Service Request to Exchange KPI
KPI
KPI KPI
Service Entitlement to Resolution
•
Customer
•
Customer Service
•
Technical Service
•
Consumer Complaints
•
Service request interaction history
•
Service request knowledge management
•
Track problem resolution and escalate
problems
•
Initiate Return Material Authorizations
•
Process charges for service
What does it cover?
Who is affected?
Where is the ROI?
•
Increase customer retention
•
Reduce cost of service by increasing
customer service productivity
•
Improve customer satisfaction
•
Increase revenue from service
Modules Licensed
•
Teleservice
•
Advanced Inbound
(Option)
Service Request to Contract
Enterprise Roles
Customer Service Representative Customer Invoice to Cash
Flow
Value
Statement
Service Request to Entitlement
SL7028 Perform Cross-Sell Up-Sell SL7025 Convert Opportunity To Quote SL0790 Negotiate Pricing, Discounts . & Terms
•Check Related Items •Identify Opportunities from Previous Order Preferences or customer request
•Enter a quote for product or service •Manual process:
•Compute pricing and discounting of products or services
•Present offering to customer •Negotiate pricing, support level, etc.
SL0788
Convert Quote To Order
•Create a sales order from a quote
KPI KPI
KPI M
Service Request to Contract
•
Customer Service Reps
•
Sales
•
Creating a quote
•
Generating an order from the quote
•
Identifying an opportunity for cross–
selling based on customer’s order history
What does it cover?
Who is affected?
Where is the ROI?
•
Increased revenue from cross–selling at
the point of service
•
Decrease the cost of sales
Modules Licensed
•
Service Contracts
Author to Sign Sales Contract
Enterprise Roles Contract Agent Contract Manager Customer Invoice to Cash
Sign Contract SL7032 Approve Contract SL0793 Review Contract For QA Compliance SL7166 Enter Sales Contracts SL1432
•Create Contract from Existing Contract, Template, or Quote •Add Contract Parties
•Define quality guidelines for Contract QA
•Run QA check for every contract
•Manage approvals from company
signatories •Complete contract terms & conditions •Communicate contract terms & service level objectives.
Flow
Value
Statement
Author to Sign Sales Contract
•
Contracts Managers
•
Sales Teams
•
Admin Teams
•
Author Contracts using copy, versions, or
templates
•
Contract versioning and change control
•
Contract Quality Assurance checking
•
Workflow approvals
What does it cover?
Who is affected?
Where is the ROI?
•
Increase productivity through streamlined,
standardized contract processes
•
Reduce administrative costs
•
Reduce risk of contract errors
•
Accurate Bills
•
More profitable contracts
•
Faster contract turnaround/Faster time to market
•
Reduce cost of maintaining inconsistent contracts
(e.g., global pricing errors)
Modules Licensed
•
Sales Contracts
Author to Sign Service Contract
Enterprise Roles Contract Agent Contract Manager Review Contract For QA Compliance SL7166 Sign Contract SL7032 Approve Contract SL0793 Enter Service Contracts SL7031 Define Contract Renewal Triggers CS0827•Manage approvals from company signatories
•Complete contract terms & conditions
•Communicate contract terms & service level objectives.
•Define quality guidelines for Contract QA
•Run QA check for every contract
•Define Renewal Rules •Re–Pricing Rules •Billing Rules Apply Customer Receipts - Credit Card OF1037
•Enter Credit Information •Create Contract from Existing
Contract, Template, or Quote •Add Contract Parties etc
Flow
Value
Statement
Customer Invoice to Cash KPI
