June 2017 – December 2017
Subject: Implementing Salesforce Sales Cloud as leading CRM Tool
My Task: Project planning, implementing and customizing Salesforce for Sales department as only project lead
Used Tools: Microsoft Office, Salesforce, Atlassian Confluence, Gliffy, GSuite
After 6 months of research Salesforce was selected to be the main CRM tool for the company. In June 2017 the first 4 licences were bought and as main project lead my task was to customize Salesforce Sales Cloud to fit with the existing processes and habits of the sales department, plus using new features of Lightning Environment to generate a added value respectively speeding up processes and collect information automatically.
- Setup of main settings like company information, locations
- Setup of main security setting like custom domain, security policies, session management, login access policies
- Setup of email and calendar synch
- Setup of main user roles and profiles
- Create first 3 user (Head of Sales, Key Account Manager, Sales Support Consultant)
Customizing Start Page
Adding current sales KPI’s to start page for quicker review of how goals for the current year are reached.
To support the current sales process and speed up answer times for new leads / processing speed for current leads I’ve implemented the lead qualification rules from the sales process. Also an automated reminder for leads older than 14 days or leads without action get a notification via email to the lead owner. If there is no action taken (call, email, meeting) and reported within Salesforce a last notification is send after 30 days to all Sales Support Consultants. After 60 days, the lead is closed automatically.
Therefore an new page layout was developed to let the sales staff give a fast overview of status, gained information and qualification.
The status of a lead can also be updated via the status bar over the detail data. This so called path was customized to fit the needs of sales staff and of course the sales process.
Within the customized opportunity object the status path was also adapted to fit with the sales process. For every step in a opportunity an own set of fields was implemented.
Most of the data qualified within the lead is imported into the opportunity, to help speeding up the process. Even the “no activity” tracker was adopted and with it the email notification option. After 30 days of no activity the opportunity owner gets an email to maybe call, meet or write the customer. 90 days without activity will also generate an automated notification to the opportunity owner + responsible inside sales and will set the opportunity to “On Hold” at the same time. After 180 days without activity all sales staff is informed with a last email notification and after 2 additional days the opportunity is set to “Closed – Lost”. With that in mind, most of the opportunities were processed within the 90 day limit. After introducing this feature the opportunity runtime shortened from usually 280 days or more to approximately 200 days.
To gather more detailed information of what the key account manager is talking to the customer, customized products where introduced within Salesforce. With that an adapted spelling of the opportunity titles was introduced obligatory.
To gain a fast and easy overview of all important data for everyone using the tool, a customized set of page and compact layout was created.
To track activities more easy, the email and calendar synchronization with Gmail and Outlook were activated and trained to the user.
In a last time consuming effort, all data (290 opportunities), beginning from 2015, until the current date in 2017 was adapted and imported into Salesforce (lost, won and open opportunities including all necessary data) to switch from Excel, Word and calendar notes to a fully operational CRM system.
Customizing Accounts & Contacts
Adding summarized details into accounts from opportunities, order values and revenues
Customizing Layout and compact layout to fit user needs
Customizing Reports & Dashboards
To summarize and collect all relevant data that have to be shown to Board Members, contributing parties or other stakeholders I’ve created new reports and dashboards.
To fit the needs of a software developing company the order path was changed. So everyone looking at an order can now see, in which stage of development the order is.
Also additional information regarding the order, which are important to all user, were inserted. Now you can see who is project lead, key account manager, inside sales, how long the order will approximately be processed, how many invoices were sent and how much money is left to fulfill the order.
Contracts are an essential object within every company. So I was advised to customize this Salesforce object, that it meets all the necessary needs of the company.
First of all I created different views for the different types of contracts: Framework Agreements, Development Agreements, Hardware Delivery Agreements, SaaS Agreements and of course NDAs.
NDAs have only a small amount of important information to capture. However, it is necessary to record the terms and also special conditions, as it is precisely the globally active companies that want to have different conditions from the standard. In the course of risk assessment and risk minimization, the key points for the company are recorded in addition to the PDF document.
The basis for a cooperation is the framework agreement including all related attachments and agreements. Specifically the liability as well as the description of ownership of software, code and the various applications is described here. In addition to the billing and delivery conditions, travel expenses are also regulated. Important here are also terms and notice periods. All this information is recorded and can be evaluated quickly via reports.
In addition to the framework agreements, the associated individual contracts are important components in the effective cooperation. An important individual contract here is the development contract. In addition to its own term and sometimes notice period, this also includes the prices for the development services and the related services that the customer can expect. Furthermore, in an additional step, a connection to the user-defined object “project funds” can be created in order to recognize from the development contract how the associated projects are running.
Since hardware is also supplied to a certain extent, there is also a separate agreement for this. In addition to various purchase quantities, this includes the agreed scale prices in a separate (linked) object. The scaled price object is linked to the already existing object products from Salesforce and can thus access the database and assign it to the contract with the appropriate scales and prices.
The conclusion is formed by the SaaS contracts, which regulate the billing of the various software products and applications. In addition to the term, period of notice and IP regulation, important information includes the agreed service level agreements, which can be linked to the service tickets. Furthermore, this contract regulates which price has to be paid for which application in which period.
Also included is a list of companies that the signing customer wants to serve with their SaaS solution. This avoids multiple customers serving the same company with the same solution.
Insert new object Invoices & Invoice Products
Implementing monthly training for all user