Sales Force Automation-Siebel

Sales Force Automation
The Eight Words That Kill A Sale:

“Let me get back to you on that”
Back in the day….
 Call reports and files

 Monthly sales reports
 In-side sales, service, shipping
 Forecasting
 Team selling
 Sales Management
Sales Force Automation
Computer
 Electronic Rolodex
 Contact Database
 Interface with Word Processor
 Sync with Palm….
 But not full integrated with Marketing,

shipping, accounting, call center…….
Sales Challenges
Sales Effectiveness
 Low customer face time
 High rep turnover
 Poor team communications
 Insufficient skills
Sales Challenges
Selling Knowledge
 Islands of customer, product and
competitive information
 Difficult to navigate
 Information not current

Sales Challenges
Pipeline Visibility
 Need to see opportunity from
beginning to end
 Need to manage closure
 Need to see bottlenecks
 Inadequate coaching
Organization
Customers
Touchpoints
Field Sales
Website
Email
Call Center
POS
Traditional Mail
Retail
Fax
PDA
Field Sales
Sales
Website
Email
Marketing
Call Center
POS
Service
Traditional Mail
Retail Finance
Fax
Production
PDA
Field Sales
Sales
Website
Email
Marketing
Call Center
POS
Service
Traditional Mail
Retail Finance
Fax
Production
PDA
Field Sales
Sales
Website
Email
Marketing
Call Center
POS
CRM Service
Traditional Mail
Retail Finance
Fax
Production
PDA
CRM is a business strategy comprised of
process, organizational, and technical
change whereby a company seeks to better
manage their own enterprise around
customer behaviours. It entails acquiring
and deploying knowledge about one’s
customers and using this information across
the various touchpoints resulting in
increased revenue and operational
efficiencies.
Why CRM?
Either do business the customer’s way or

they go their own way.
 Competitive advantage
 Simplified internal organization
(shrink workflow, shorten cycle time,
efficient invoicing, faster delivery)
 Customer Satisfaction and Loyalty
=>Profitability
Siebel Systems – Average
Customers
 11% Increase in Revenue Growth

 16% Increase in Customer Retention
 19% Employee Productivity Gain
 20% Increase in Customer Satisfaction
Sales Process/Activity
Management
 Guide rep through sales process

 Real time information
 Responsibilities/Team Selling
 Organization (record activities)
 Contact management
 Analyze activities – efficiencies
Sales Management
 Evaluate reps
 Monitor accounts/opportunities
 Allocate resources
 Expedite process
 Call reports
 Expense reports
 Forecasting
Lead Management
 Allocate leads/opportunities (from all

touchpoints)
 Track leads/opportunities - evaluation
of:
 Reps
 Regions
 Stage in sales process
Knowledge Management
 Presentations
 Forms
 Literature
 Reports
 Industry and competitor data
 Promotional material
 News and press releases
 Education – e.g. training
Points of Failure
Needs Analysis
Error rates 50-80%
- Dirty Order
Solution
- Order Fall Out
Development
Detailed
Configuration
Price
Quotes
Order
Fulfillment
Siebel eAdvisor
 Guides rep through selling process by
ensuring rep asks specific questions.
 Matches product/service with customer
needs => recommended solution.
 Decreases sales cycle and training
 Increases sales effectiveness and customer
satisfaction (right product)
 Gives sales access to ultimate marketing
information
Siebel eConfigurator
 Helps reps to customize products from

a combination of features.
 Simplifies process of selecting, pricing,
configurating, and purchasing of
complex or customizable products.
 Presents all relevant cross-sells and
up-sells.
Siebel ePricer
 Delivers pricing consistency across all

customer touchpoints and channels.
 Don’t need to wait for latest price list.
 Uses complex pricing rules
Siebel Order Management
 Transfers orders from sales to back

office
 Synchronizes orders between Front
and Back Office
 Validation, tracking, approvals, post-
order follow-ups.
Process, Technology, People
Field Sales
Sales
Website Selling Knowledge
Product Knowledge
Email Solutions Knowledge
Customer Knowledge Marketing
Call Center
POS
CRM Service
Traditional Mail
Retail Finance
Fax
Production
PDA

Sales Force Automation-Siebel

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Sales Force Automation

The Eight Words That Kill A Sale:

 Call reports and files

 Interface with Word Processor

 Sync with Palm….

 But not full integrated with Marketing,

 High rep turnover

 Poor team communications

 Information not current

 Need to see bottlenecks

Either do business the customer’s way or

 11% Increase in Revenue Growth

 Guide rep through sales process

 Allocate leads/opportunities (from all

 Helps reps to customize products from

 Delivers pricing consistency across all

 Transfers orders from sales to back

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