Sales & Account Management Manual

Table of Contents:

How to Add a Customer Record:

Step 1: Begin by selecting the + icon from the customer bar of the navigation tree:

This will open the "add new customer" window:

Step 2: Using the information you have on this customer and the table below, determine what information should and can be entered here:

Setcion/Field

What is the benefit?

1. Department Name: May be defined by Customer terminology, invoicing, and/or worker comp codes. Ex. You likely would not have welders and data entry clerks sharing the same worker comp code, so they also would not share the same Department.

  • Allows users to create an organizational chart for the Customer and track business (via reports and overall visual Customer layout) by a specific department or for the entire organization.
  • Ex. Who is the supervisor of each department? Who calls out the Orders?
  • Ex. What is our most profitable department?
  • Ex. What department has the highest and lowest order fill ratio?

2. Main Address:The customer location which you are primarily selling to. This could be their corporate address, a central regional office, etc.


  • Enterprise uses the worksite zip code to determine applicable tax jurisdictions. Thus, if the worksite zip code is accurate, taxes will be as well.
  • Will automatically populate as the location you send your employees' to work for new Orders
  • Employees' may map directions to the Worksite from WebCenter (So for example, we would not want an employee getting directions to the corporate office if they should in fact report to a shipping facility!)


3. Worker Comp Code: Note that codes can be setup per department!

  • The default code will automatically populate into Orders and Assignments created for the Customer. This means decreased risk of selecting the incorrect code on the Order.
  • Run a variety of reports like Worker Comp Breakout and Worker Comp Summary by WCC.


4. Account Manager & Sales Team: The service rep that will be selling to and servicing the Customer.

  • Run searches to see the customers' associated with each Account Manager/Sales Team.
  • Run reports to see the gross profit produced by each Account Manager/Sales Team.

5. Branch: The office (which of your offices') that works with this Customer.

This is a common and useful searching and reporting guideline:

  • Ex. How many customers' do we have billing in the Memphis branch?
  • Ex. How do our sales compare across branches for the company?

6. Invoice Term: Determines how an invoice will age and when an invoice will be considered overdue.

  • Ensures that your Invoice Aging reports will be accurate.

Step 3: Once done entering all relevant information, select save to create the new record and be automatically redirected to the details page of the new record.

Note that the new record is given a status of (1.) prospect by default.  The assumption here since while the customer record has been added, likely it is not a company that you are currently partnering with. Users can update this status to sourcing, target, bid, credit check in progress, and active (among others) as they move the client through the sales process.

Managing Customer Records:

The Visifile:

The visifile is the main landing page where important customer information can be reviewed at a glance, and sales/account management activity can be documented. As a general best practice, the visifile should be reviewed before contacting a customer/customer contact. To emphasize the value of the visifile, below are example questions of what can be gained by reviewing this page:  

Section/Field

What is the purpose?

1. Customer Snapshot

Displays important information regarding this customer at a glance.

2. FinancialsDisplays the customer’s current balance, credit limit, and up-to-date sales information.
3. MessagesDisplays the most recent communication(s) and activities with the customer.
4. MessagesDisplays all active staff (gatekeepers, hiring managers, supervisors) associated with the customer.

 

Customer Checklist:

Before moving on to the contact section of this manual, meet with your team to answer the following questions (answers should be based on your company's process):

Question:

                               Answer:                                                                                      

When should a customer record be added in the system?


What do you consider required fields within the customer record?


What must be completed before a customer can be graduated to an active status?

How to Add a Contact Record:

The contact record is more than just a place to save a hiring manager's name and phone number. It is a great tool in Enterprise for relationship management and tracking sales activity.

Step 1: Begin by selecting the + icon from the (4.) contact table of the customer visifile. This will open the "add new contact" window.

Step 2: At a minimum, enter the name of the contact within the (1.) personal  information section (the first and last name are required fields).

*Note - By adding a new contact from the customer visifile, the (2.) customer information and (3.) contact information sections will pre-fill with data from the related customer record. If the contact should be associated with a different customer, or a different location (perhaps they work at a different office), simply edit the pre-filled data as this information is not hard coded.

Step 3: Once done entering all relevant information, select save to create the new record and be automatically redirected to the details page of the new record.

When a new contact record is created Enterprise automatically brings users to the details page of the record, which is where we will begin as well. The details page is broken out into four main sections - (1.) personal information, (2.) contact information, (3.) customer information, and (4.) other information.

Setion/Field

What is the benefit?

1. Personal Information Section:

  • Birthday: Entered in the format of MONTH/DAY. Example, June 15th is entered as 06/15.
  • With this information saved, the contact birthday list report can be pulled.
  • *Note - There is an "unknown" category which shows all birthdays that were entered in a format Enterprise does not recognize.

2. Customer Information Section:

  • The address listed should be where the contact works - where do you go to meet them?


  • The address information is searchable. For example, users could run a search to see all contacts located in a certain the area.


4. Other Information Section:

  • Track how the contact and you the service rep were introduced via the "How Heard Of" dropdown/field
  • Enter helpful "snapshot" information within the notes area (things that are good to know/keep in mind regarding this contact).
  • "How Heard Of" is searchable/reportable information. This is a great way to track success of cold calling, advertising, referrals, etc.
  • Any text in the notes field also displays on the contact's visifile for easy future reference. 


Logging Sales Activity:

"If it did not happen in TempWorks, it did not happen." Let that be your moto. Document all meetings, phone calls, and critical emails in Enterprise as a message so that rep productivity and contact communications can be tracked company wide. For example, say you wanted to know the last time you had a meeting with a contact and could not remember what was discussed - a logged message would provide this information.

When documenting activity, be sure to select a relevant (1.) message action code. This is important for data integrity purposes and also because the action codes are searchable and reportable. So if I wanted to see everyone that I had a "sales meeting" with in the past quarter, I could search contacts by message action code and message date to find that information.

*Note- In the details tab this message is (2.) automatically linking/posting on the contact and customer record. This happens because the two records are associated - Samantha is a Contact of Plantronics Inc., so the message posts to both records. This is also why our recommended "best practice" is to log activities from the visifile of the contact record.

Contact Checklist:

Before moving on to the task section of this manual, meet with your team to answer the following questions (answers should be based on your company's process):

Question:

                                                                                                                                                                             Answer:                                                    

What do you consider required fields within the contact record?


Do you have agreed on message action codes to use for certain activities? For ex: Do you log the "Cold Call" message when completing said activity?
 

Utilizing Tasks & The Task Manager:

What are tasks?

A task is Enterprise's replacement of sticky note reminders, paper to-do lists, and spreadsheets listing who to call and when. Instead, the Task Management system within Enterprise allows you to schedule electronically reminders as open items (i.e. tasks).  If you so choose, you can even design auto-generated tasks to remind users to complete "First Day Calls" or alert users about "Unfilled Orders", etc.

*Note- Designing auto-generated tasks requires an Enterprise Administrator. Please see your manager if you have any questions.

A user's assigned/owned tasks will display in the (1.) activity center of Enterprise, with overdue tasks marked with a red exclamation mark:


If a task is linked to a record or records, right-clicking on the task will display a menu of records directly associated with the task:

To show a task has been "Completed", simply select the check box to the left of that task:

How & When to Create Tasks:

Let's say an employee calls in sick. Instead of writing a note to call them again at the end of the day to check in, simply a task in Enterprise to remind you.

Step 1: When logging a message on any records select to create a task in the follow-up section.

With this method, users may link a task to additional records. Why link a task to more than one record? Well, following our example, if an employee calls in sick it may be beneficial to link a follow-up task not only to his/her employee record but also to the assignment or contact (i.e. Supervisor) as they are also affected by the absence.

Step 2: Enter the task subject, due date and show the rep who owns (is responsible for completing) the task. For ex., if you are going to be out of the office, and an item is urgent and must be complete, simply delegate the responsibility to another user.

Managing Tasks:

When a task is created, you can use the task details window (simply double click any task to be automatically taken to the task details form) to add additional notes and details related to the task until the item is complete.

Any text added within the subject and subsequent text box is not logged as a message, but stores additional details surrounding your to-do item.

Section 2.:

  • Due Dates: By including a due date in your task, it will be automatically flagged as overdue. Furthermore, from the task manager tasks can be sorted by due date allowing users to see the most pressing items at the top of their to-do list.
  • Reminders: When set, reminders will automatically pop-up to prompt users to work on the related task:

  • Assigned To: The person who owns the task. All tasks that display in the activity center of Enterprise are the tasks owned by the service rep logged in. Ownership can change; a task can always be assigned to a new user as needed. To assign a task to another user, select their name from the drop down.
  • Category and Priority: Can be used for additional filtering and searching purposes in the Task Manager, if desired
  • Complete: Marking the task as complete will mark it as a "closed" task. You can still search and locate closed tasks, but by default it will no longer display in your open task group.
  • *Note- Do not click in the box for complete until the task has been accomplished and the follow up reminder is no longer needed.

Section 3.:

  • Messages: Messages allow users to track the progress of the task. When a message is logged in the task details window, it is also simultaneously posted on all records linked with the task. Consider our example from earlier, if the purpose of my task was to check in with a sick employee and I left them a voicemail, the check in really would not be complete. Instead, I would add a message noting that I reached out to the employee but would not mark the task as complete until I actually connected with that person.

Section 4.:

  • Task Links: When a task is linked to a record(s), users can navigate directly to them by simply selecting the  icon.  You may also send an outgoing email to a linked employee or contact by selecting the  icon.

The Task Manager:

The task manager allows users to see all open and closed tasks not only assigned to them, but to every service rep in their hierarchy view. To open the full task manager select the arrow icon in the activity center:

Task Manager Dashboard:

Filtering Tasks:

The Task Manager has (5.) filter options including: Status, Category, Assigned To, Priority, Task Type, Branch, Due Between, Completed Between, Security Role, and Show Unassigned. Select information from the drop down menus or calendars to limit the tasks that are displayed then click on the Find Tasks button to update your screen.

For example, if you wanted to see all closed tasks associated with a service rep, simply select (6.) closed tasks form the status dropdown and verify that the assigned to dropdown has been noted as well:

Selecting "find tasks" will display all tasks that match your filter criteria:

Right-Click Options:

Right click on a task for options to create a New Task, Open Task, Mark as Completed, or to (7.) assign the task to a different service rep:

Sales & Service:

The two sections of the sales and service page that we will be focusing on is (1.) sales information and (2.) sales pipeline details.

(1.) Sales Information:

  • Account Manager: The service rep who acts as the main point of contact for this customer. Often times this may be the same person who sold the account.
    • This field is searchable and reportable:
      • To Search: Customer Search → Enhance Search → Sales and Service → Account Manager
      • To Report: See the "Commission by Rep" report
  • Sales Team: The person/territory/group that sold or receives credit for sales made to this customer. This is also where records can be documented as "House Accounts"
    • This field is searchable and reportable:
      • To Search: Customer Search → Enhance Search → Sales and Service → Sales Team
      • To Report: See the "Commission by Sales Team" report
  • Branch: The office that works with, receives job orders from, and manages the client relationship. By default, the Enterprise hierarchy structure is designed so that an order, assignment, timecard, invoice, and check will all flow from the branch listed on the customer record. Thus it is crucial that the branch listed here is accurate.  
  • How Heard Of: Used to describe how the customer record was introduced to your company and services. This field is searchable/reportable and tracks the success of marketing, promotions, and advertising campaigns.  

(2.) Sales  Pipeline Details:

The sales pipeline allows users to track the sales progress of their prospect and target customers' in Enterprise. Additionally, the sales pipeline functionality can be customized to match your company's terminology and, when a customer is ready to sign a contract, that contract can be generated directly within their customer record with just a few simple clicks.

*Note- There is not a generic contract layout available in Enterprise. Please contact your Account Manager or TempWorks Support to have your contract setup and available to generate.

Once you have successfully setup your pipeline status details in administration, statuses will display within the Pipeline Status dropdown:

*Note- Until you have established your sales pipeline statuses in administration, the "pipeline status" dropdown in the customer record will be blank.

Step 1: Select a pipeline status that bests describes your relationship with the customer.

Upon selecting a status, Enterprise will automatically pre-fill the percent complete field with the min progress percentage. This can be updated accordingly by you.

Step 2: Select a sales contact (likely the decision maker) that you are selling to. Note that the sales contacts that are displayed in the dropdown are those same contacts that have been added to the related customer/department record.

Step 3: If you wish, enter an estimated value. If you are inputting an estimated value, you will also be required to associate a frequency of that value - daily, weekly, monthly, quarterly, yearly.

In our example, we have entered an estimated value of $50,000 per month:

Step 4: When the client is ready to sign on the dotted line, select the "Generate Contract button. This will open the generate contract wizard.

Step 5: Enter your contract details within the generate contract form. This form may look familiar as it is nearly identical to the rate sheet form. Multiple contracts can be generated for the same customer. For example, what if my bill rate for Accountants is substantially different from my bill rate for Forklift Drivers? In that case, it would serve us best to generate two separate contracts.

*Note- The only required field in the "generate contract" form is the multiplier code. The codes that display within this dropdown will mirror the codes that have been added to the defaults section of that same customer record:

Step 6: Once you have entered all the details for your contract, you can preview your contract by selecting the "Preview Contract" button. If everything looks good, select the Next button to continue.

You can also 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 does not have an e-mail address saved to their record you will not be able to e-mail the contract.

Step 7: After the contact has been e-mailed successfully, simply select the Finish button.

The contract will then be saved as a document in the documents page of the customer record for future reference and access. Additionally, the contract will also be saved as a rate sheet within the defaults section of the customer record. This way, whenever an order is created with details that match the criteria you had entered for your contract, you know with 100% certainty that the correct mark-up, bill rate, and pay rate will be applied.

Sales & Service Checklist:

Before moving on to the worksites section of this manual, meet with your team to answer the following questions (answers should be based on your company's processes):

Question:

                                                       Answer:                                    

Will you be using the Account Manager field, Sales Team field, or both to determine who receives credit for new orders with a customer?


Will your team be using the "sales pipeline" feature?


Will you be "generating" contracts via the sales pipeline, manually uploading completed contracts to the documents page, or storing signed contracts outside Enterprise?

Setting up Worksites:

Worksite: The physical location(s) of the customer where temporary employees' are sent to report for work.

To add a new worksite, select the + icon from the worksites page of the details section of the customer record. There may be times that a customer has more than one worksite and with Enterprise there is no limit to the number of worksites that can be saved to a customer record.

Why is the worksite so important?

  • Worksites that are added to a customer record will be available to select on orders created for that customer.
  • Enterprise will use the (1.) zip code to determine applicable tax jurisdictions (state, city, school district, county, etc.). Thus, if the worksite zip code on the order is accurate, taxes will be as well.
  • Information keyed into the directions and dress code fields within the "other information" section of the "setup worksite - details" wizard will flow into new orders created for this worksite.

Example of worksite information flowing from the customer to the order:

Setting up Defaults: 

The defaults form allows users to establish standards for accruals, multiplier codes, required documents, shifts, and worker comp codes that apply to the customer and automatically flow into that customer’s orders.

Users can always determine what section of the defaults form they are viewing as the title (such as (4.) Shifts) will be bolded and displayed again in the main section of the page.

Any/all defaults that display on a new customer record before any changes being made to the forms are system defaults (these "system" level defaults are established by your company). You can always distinguish whether or not a default is a system level default by referencing the (8.) “Default Set By” column in the default form.

If you have added customer level defaults, and decide later that you would like to return the defaults to the original system level settings, you may do so by de-selecting the (6.) "Use Customer Specific Settings" check box.

Additionally, defaults that are established at the customer record you are currently viewing may be setup to populate automatically into child customer records (i.e. departments and sub-departments). So for example, if you create defaults at the primary customer record, and select the (7.) "Apply Shifts to Departments" check box, those defaults will flow into any/all departments that exist for that customer.

Types of Defaults:

Shifts:  The customer specific start times, end times, break times, and days employees' are scheduled to work. Shifts that display here will automatically populate into the parallel shift fields within the “job information” section of the “details” page for all new orders for this customer.

Worker Comp Codes: When worker comp code defaults are established, only those codes will be selectable on any/all future orders/assignments created for this customer.

Multiplier Codes vs. Rate Sheets:

Multiplier Codes: A specified and agreed on markup between your company and a customer.

Rate Sheets: A tool that sets up permanent pay and bill rates for orders/assignments created for a specific employee, customer, job title, shift, branch, or vendor.

Should I Use Multiplier Codes?

Multiplier codes are a great option when the percentage that you bill remains consistent even though the pay rate may fluctuate.  Multiplier codes also allow users to calculate accurately bill rates in instances where you agree to bill regular hours at one markup (1.5 for example) but bill overtime and double time at a discounted amount (1.25 for example).

*Note- Multiple multiplier codes can be added to a customer record to allow for billing differentials among the types of positions staffed. For example, the multiplier code used for packagers may be 1.3 while the multiplier code used for customer service reps may be 1.6.

Should I Use Rate Sheets?

The rate sheet is a great option for users that sign agreements with customers' which have an agreed upon pay rate and bill rate. For example, perhaps we agree that any time we place packaging temps at Dream Research Inc., the bill rate is $21.00/hr and the pay rate is $11.00/hr. I can assure that every service rep will always respect that agreement by establishing a rate sheet. With a rate sheet saved to the customer record, whenever an order is created for a packaging temp at Dream Research, viola!, our rate sheet is triggered and the financial details automatically post fill into the order like magic!

How to Create a Rate Sheet:

Begin by navigating to the (2.) defaults section → rate sheet on a customer record:

To create a new rate sheet select the + icon in the upper right hand corner of the screen. Doing so will open the "rate details" form:

The (3.) criteria established here determines when a rate sheet should be triggered to display on an order. So ask yourself "What needs to happen before this rate sheet should display on an order?" 

Your rate sheet criteria can be as broad or as specific as you would like. Following our example, let's say our customer Dream Research has agreed to a shift differential for packaging temps.

  • 1st shift employees' will be paid (4.) $11.00/hr and billed $21.00/hr
  • 2nd shift employees' will be paid $12.00/hr and billed $22.75/hr
  • 3rd shift employees' will be paid  $13.00/hr and billed $25.00/hr

The criteria to establish would be the customer (Dream Research), the job title (Packaging) and the shift. However, because there are three different shifts with three different rates we need to (5.) create three individual rate sheets:

Using Rate Sheets on Orders:

When an order is created for a customer that has rate sheets established, the process of inputting information in your order will automatically trigger the rate sheet.

Following our example, when we input the (6.) job title packaging, and specify that it is a (7.) 1st shift opening, the (8.) financial details alert us that a rate sheet match was found and offers to (9.) apply the rates:

It is possible that more than one rate sheet can be triggered on an order. For example, let's say ABC Company has two rate sheets:

  • Rate Sheet 1 Criteria: Job Title - "Packaging"
  • Rate Sheet 2 Criteria: Job Title - "Packaging" and Shift - "1st"

When an order is created for a 1st shift packaging temp, two rate sheets will be triggered! So how do you know which one to use? The weight. The weight is the result of a scoring process to see how well a rate sheet matches your order. The higher the weight the better the match. By default, Enterprise will always recommend the higher scoring sheet:

How weight is determined:

CriteriaWeight Value
Employee64
Vendor32
Customer16
Worksite8
Job Title4
Branch2
Shift1

Customer Defaults Checklist:

The final step of this manual is to meet with your team to answer the following questions (answers should be based on your company's processes):

Question:

                                                       Answer:                                    

What defaults will you be establishing on customer records? Who will be managing/adding these up?


Will you be using multiplier codes, rate sheets, or neither? Who will be managing/adding these?




Related Articles

  • None