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Customer Relationship Management
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As to develop your prototype for NotSoTiny, you will have to install the
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CRM modules. You need to manage:
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* The business opportunities
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* The shared calendars
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.. note:: Exercice 1 - Install required CRM modules
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Install the modules needed in the above requirements.
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.. note:: Exercice 2 - Create the menus
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Once all modules are installed, you should configure the system and
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create the different menus according to the following sections:
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* Business Opportunities
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.. note:: Exercice 3 - Quotation generation
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Install the module that allows you to convert one or a list of business
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opportunities to a quotation.
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TODO: configure categories ???
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As to prepare the demonstration of your prototype, we will simulate a real
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business case, from the first meeting with the cutomer to the quotation
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for a particular project.
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Each year, the NotSoTiny company participate to the "House & Design" fair
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in Paris. During this fair, the company will meet about 200 prospects in
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.. note:: Exercice 4 - The fair
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Encode the fair as a campaign in the CRM.
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At the end of each days, the different salesman present at the fairs encode
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all business cards they got from prospects in the system. They put a maximum
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of information relative to the prospect on the lead form. Then, a few days later,
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salesman from NotSoTiny will contact each lead one by one to qualify it and
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check if we have an opportunity with this customer.
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.. note:: Exercice 5 - Encode the following leads in the system
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If the lead seems interresting, the salesman can convert it to an opportunity
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and create a partner form. Suppose Luc is processing some of the most important
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leads of the fair. He will notice the lead "...".
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As the lead is very interresting, he will convert it to a business opportunity
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and a partner. On the business opportunity, he can provide more information like
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the expected revenue (5.000 k€).
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.. note:: Exercice 6 - Convert lead to partner and business opportunity
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Thomas, the salesman, connect in the system and check available leads. He
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selects the lead "..." and convert it to an opportunity as it seems very
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interresting and he would like to do followups on this request.
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As to fill in the partner form, Thomas will call the lead on the phone.
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.. note:: Exercice 7 - Fills in the complete data on partner form
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Fill in the address to the related partner.
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While discussing on the phone with the prospect, Thomas planify a meeting for
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Luc. He also asks the customer to send his complete requirements by email
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before the meeting so that he can provide information to Luc to prepare his
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customer meeting efficiently.
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.. note:: Exercice 8 - Schedule a meeting
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From the partner form, schedule a meeting for Luc. This meeting is organised
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in the customer's office and relates to the business opportunity "..."
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A few days later, the customer calls to the office. Eric is replying on the
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phone. The customer want to provide more information about the shelves he
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is looking for. He wanted red shelves and he would like Thomas to bring a
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catalog of shelves with him when going to the customer office.
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.. note:: Exercice 9 - Encode a phone call
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Eric encode the summary of the phone call. He relates this phonecall
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to the opportunity "...".
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On wednesday 12th of febreuary, Luc prepares his meeting before going to
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the customer. He opens the partner form and checks all activities that have
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been made with this partner during the past 15 days.
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.. note:: Exercice 10 - Check partner form
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Check all events on the partner form.
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Luc visits the customer and proposed him a quotation. As they are no more requests
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than the provided quotation on the business opportunity, he will also need to
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.. note:: Exercice 11 - Create a quotation from the business opportunity
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Sell the following products:
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* A Kitchen Design Project
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Don't forget to close the opportunity as we will track on the quotation
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Managing with the CRM
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Luc, the salesmanager, wants to check the quality of his sales team.
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.. note:: Exercice 12 - Check the average delay to close an opportunity
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Find a way to know what's the average time (in hours) to respond to
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a customer request (close a business opportunity).
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Luc noticed that the average time to close a business opportunity is
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7 days. This delay seems too long for him. As ha want to improve the quality
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of his sales team, he'd like to receive a warning by email each time a business
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opportunity is not closed within the next 5 days after his creation.
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.. note:: Exercice 13 - Reminder by email
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Send a reminder to the responsible if the business opportunity is not
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closed after 5 days. For leads, he accepted only 3 days before closing
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them. Put Luc in CC, when such reminder are sent.
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The company have different policies to manage unqualified leads and real
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business opportunities. Leads are put in a pool of unassigned leads when
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they are created. Then, the different users will take leads and assign
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them to themselves periodically.
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For business opportunities, it's different. All business opportunities
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should be assigned to Luc. Then, luc decide if he wants to assign the
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case to someone else or keep it to him.
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.. note:: Exercice 14 - Assignation and pool of available cases
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Find a way to get all unassigned leads. Find a way to automatically
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assign business opportunities to luc when they are created.