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Current issues (Customer Success (Puchase order/contract (PRODUCT SOLD…
Current issues
Sales
Take decision to sell managed services without any interaction with the customer dpt
ONLY EXCEPTIONS OUTSIDE SERVICES CATALOGUE
5)
Validation of the PO to be made through an approval workflow in SF by a member of the Customer Success dpt within 24 to 48 hours
Customer Success
Puchase order/contract
PRODUCT SOLD
Description can be confusing/unclear/misleading
cf product description solutions in the customer section
No expiration dates for workshops / Audits (some are still running from 2017)
Apply a date of consumption
Invoice the services before it is delivered so the customer feel the need to use his/her number of WS or audits before a dedicated deadline
On-site support sold
Consult Customer Success before sending PO
Feasibility of the product sold
cf "expectation management" in Customer section
Workload management
Relationship with customer
CSM discover issues after PO is sent to the customer
Sales must consult the Customer Success before sending the PO to customer ONLY EXCEPTIONS OUTSIDE SERVICES CATALOGUE
Customers
Purchase order
Description of our PO is different from a client to another
PRICES
:check:
No indication of list price
7)
Indicate in each PO the list price and amount of discount + sold price
WORKFLOW SF / AUTOMATIC HIERACHY ALERTS
No indication of discount %
product not valued = 0/included
PRODUCT DESCRIPTION
:check:
Description can be confusing/unclear/misleading
Description Quality
4)
Standardize & rigidify
create SKUs in SF without any possibilty to modify the description of a product / get the same nb of workshops or training sessions...
Clean current SKUs from database
MANAGED SERVICES
Create services catalogues for 90% of our use cases
Use of the SOW
should be the only field to be free to insert customised description => to do by pre-sales
ONLY EXCEPTIONS OUTSIDE SERVICES CATALOGUE
5)
Validation of the PO to be made through an approval workflow in SF by a member of the Customer Success dpt within 24 to 48 hours
Description Quantity
Expectation management
CUSTOMER NEED
Give the opportunity to the customer to understand clearly what s/he signed for in order to avoid deception feelings:
Publish an online service catalogue
Statement of work (SOW) realised along with a specialist (PEM)
6)
Approval workflow Finance / CS / Sales
Missing products/info
Starter pack
3)
A new customers will automatically get a starter pack applied
=> Approval workflow inside SF to automatise?
Nb of Page Views
1)
Indicate in the contracts/PO the price against threshold
Subject already identified > Legal dpt is deploying actions
2)
Workflow to be created before invoice
is automatically sent to the client
=> cf Rémi's Hackathon project - PV management
TERRITORY
:check:
OPEN FIELD in SF No follow up of the territory in which customer is allowed to use UXA
LAYOUT :check:
Layout is different from a customer to another
Create a template and use the same one in each country
Finance/Accounting
Invoice
invoice contact & address can be wrong. This generates lead further actions - time consuming
Purchase order
Issues to be check with Finance and accounting
Solutions/Recommendations