Managing Sales and Service in Enterprise

The sales and service section allows sales people and/or account managers to track information specifically related to earning the client's business. 

Users can save current competitor information, track their progress in the sales process (i.e., prospect, lead, negotiations, etc.), and document revenue potential; this includes the following: 

  • Tracking an account's current status
  • Documenting Sales vs Account Management
  • Recording who is servicing the account
  • Running sales and service reports
  • Logging decision makers and key customer contacts
  • Documenting interactions, emails and conversations 
  • Scheduling follow- up calls, appointments and client visits 
  • Create contracts and document sales progress using the sales pipeline

Effectively documenting and tracking sales activity ensures the correct individuals are given credit. 

Customer Status: 

Tracking the customer status allows for differentiating between prospects, target accounts, active customer, sourcing companies, etc.

Documenting Sales vs. Account Management

The sales team section is used to track who is, or was, selling to the account. A sales team can be a specific individual, or a group of people i.e.: "East territory".  The account manager field is meant to track who will be managing the account. Both fields may be the same person, depending on your staffing company's practices. 

*Note - Your Enterprise Administrators are able to manage the options listed in the sales team drop-down.

Sales and Service Reports:

The are several helpful sales-related reports in Enterprise. A few recommendations are included below:

Found under the "Sales & Invoicing" category in the reports section of Enterprise, Commission reports can be run based on the sales team field (Commission by Sales Team) or the service rep (Commission by Rep) field from the customer record:

The contact messages report, listed under the Customer area of Enterprise's reports section, displays messages that have been logged on contact records; this is extremely helpful in tracking activity and staying proactive with key customer contacts. The contact messages report can be run based on the date the messages were logged, or be pulled based on specific action codes. Depending on the results desired, the report can also be run based off a group of users, or an individual service rep. 

The customer list report-which is also located under the customer area of the reports page- will display customers, their contact information and other pertinent information including account managers and customer status. This report can be grouped based on the customer's name, branch and the status of their record; sorting options include customer name and state. 

Using distance in miles from a specified zip code, the marketing calls report displays the last message linked to a contact and the service rep who logged it. This report is also found under the customer section of Enterprise's reports. 

*Note - for a full list of available reports please see the reports area of your database.

Customer Contacts

Thoroughly documenting and tracking customer contacts helps your organization stay on top of communication and lead management. 

Add all Contacts with whom we will be working using the plus button. This may be the owner of the company, their Director of HR, their supervisors and even individuals in Accounts Payable. 

Add contact information for this contact (1.). The customer address will default into the contact's address but, if the contact is at a different location, this information can be changed.

Select an avatar for this contact, if desired (2.). The avatar will show up in the upper left corner of the contact's record. The avatars, if used, allow you to see, at a glance, what kind of contact you are viewing.  For example, their finance person, their owner, etc.  

*Note - you can decide what each avatar represents.

Contacts that have been added to a customer will be visible in on the visifile of the customer record.

*Note - It can be advantageous to add a contact to the actual department they work for, rather than the primary customer record. For example, a company may have both an accounting and warehouse department. The supervisor of the warehouse should be added to the warehouse, not the primary level; this ensures they have access to only the information that pertains to their department via WebCenter.

Documenting emails, interactions and conversations:

A large part of sales and account management is effective communication. Use the Messages area to document any interactions and guarantee the details don't get lost in the shuffle. 

From the contact record, log a message by selecting the message bubble icon:

*Note - Selecting the correct Action code is very important for keeping reports and searches consistent.  

*Note - A message logged on a contact record will also be logged on the customer record they are associated with. Enterprise will automatically document who has logged the message and will document the time and date the message was logged. 

Scheduling Follow-up calls, appointments and client visits:

Use the Task Area or the Calendar to schedule and track Follow-up calls, appointments and client visits:

Tasks:

Click create a task in the follow-up area to create a new task.  Enter the task subject.  

*Note - Best practice when adding a task, use the task subject to identify for the task:  who, what company, what the activity will be and why.  This way, you will be able to easily identify what your schedule will be when viewing the tasks:

View your tasks in the upper right corner of Enterprise:

Double click to open a task.

Right click on a task to view the records affiliated with the task.

To complete a task, click you mouse in front of the task.

Calendar:

Click schedule an appointment in the follow-up area to create an appointment on your calendar.  Enter the subject.  

*Note - Best practice when adding an appointment, use the subject field to identify for the appointment:  who, what company, what the activity will be and where.  This way, you will be able to easily identify what your schedule will be when viewing the calendar:

View your calendar by selecting calendar in  your navigational tree:

Sales Pipeline

Utilize the sales pipeline to track where in the pipeline this company resides:

From the Customer, expand the Details and select Sales and Service:

Change the sales pipeline details as the company advances through the sales pipeline.

After the sales pipeline information is complete, if your company has customized the pipeline contract, you can click select the generate contract button to open the "generate contract" window:

 

*Note - Multiple contracts can be generated for the same customer. For example: if the bill rate for Accountants is substantially different than the bill rate for Forklift Drivers, it would would be best to generate two separate contracts.

The only required field is the multiplier code.

*Note - The codes that display in the drop-down will mirror the codes that have been added to the defaults section of that same customer record:

Once you have entered in all the details for your contract, you can preview your contract by selecting the the preview contract button. If everything looks correct, select the next button to continue.

*Note - Because each TempWorks client is unique, there is no generic contract layout available in TempWorks. Please contact your TempWorks Account Manager or TempWorks Support to have your contract setup with your orgnaization's preferred verbiage.

You can now send the contract as an e-mail to the sales contact you included on the generate contract form in the previous step by selecting email contract:

*Note - If that contact added to the sales pipeline area does not have an e-mail address saved to their record you will not be able to e-mail the contract.

After the contact has been e-mailed successfully, simply select the finish button.

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