The Opportunity Manager

Transcription

1 The Opportunity Manager

2

3 Opportunity Management Table of Contents Managing Opportunities and Leads... 1 What is an Opportunity?... 1 What is a Lead?... 1 Creating an Opportunity... 1 What can I do with an Opportunity?... 1 Adding an Opportunity from the Customer Opportunity Profile... 2 Adding an Opportunity from the Job Summary Screen... 3 Adding an Opportunity from a Quote Summary... 3 Using the Opportunity Manager... 5 Opportunity Manager Views... 5 Opportunity Manager Right Click Options... 6 Opportunity Status Indicators... 7 Opportunity Follow Up and History... 7 Editing Opportunity Notes... 8 Recording Follow Up Information... 8 Converting an Opportunity to a Lead... 9 Customer Opportunity Report... 9 Opportunities Report... 9 i

4

5 MANAGING OPPORTUNITIES AND LEADS There may be times when you have had contact with a customer which made you aware that the customer has a need. This need may be a new furnace or water tank, for better maintenance, a club membership or even a filter change. SuccessWare21 allows you record this need on a customer's account as an Opportunity. The opportunities that you record for your customer can then be managed, followed up on and even converted to sales jobs through the OPPORTUNITY MANAGER. Better tracking and follow up of your leads will allow you to be sure that you are making the most of your opportunities and not just letting them "slip through the cracks" What is an Opportunity? In SuccessWare21, an opportunity is defined as an identified possibility to make a sale to a customer. What is a Lead? A lead is a "strong" opportunity that warrants the creation of a sales job to deliver an estimate to a customer. Creating an Opportunity Opportunities can be created in SuccessWare21 in three different ways. Customer Opportunity Profile Multiple opportunities for a single customer can be created from this form. Job Summary A single opportunity identified during performance of a job can be created as the technician is being debriefed. In addition, the Opportunity can be marked as Lead Generated to indicate in the Opportunity Manager that a sales job should be created. Note: Opportunities created in the Job Summary will not appear in the Opportunity Manager or the Customer Opportunity Profile until the associated job is "Completed". Quote Summary (the Job Summary form associated with a sales job) Attaching an Opportunity Code to the sales job on the Quote Summary form will allow the Lead to be tracked and marked for follow up in the Opportunity Manager. What can I do with an Opportunity? The status of an Opportunity can be modified. Opportunities can be marked as Sold or Abandoned depending on the situation. Follow up dates can be identified and notes added to any opportunity. An Opportunity can be converted to a Lead which will create a sales call when desired. 1

6 Opportunity Manager Adding an Opportunity from the Customer Opportunity Profile The CUSTOMER OPPORTUNITY PROFILE screen permits you to keep track of customer needs. This can aid in the identification of possible future sales opportunities and the tracking of multiple sales opportunities for a single customer. The items displayed in the CUSTOMER OPPORTUNITY PROFILE can also be converted to a mailing list by accessing the CUSTOMER OPPORTUNITY REPORT. 1. From the CUSTOMER form (or any other form that selects a customer record) press F8. 2. Press Insert to display the OPPORTUNITY form. 3. Enter the date you became aware of the opportunity in the OPPORTUNITY DATE field. 4. Choose the opportunity code from the drop down in the OPPORTUNITY field. As with any drop down list, it can be modified by first pressing Ctrl+Enter. 5. If desired, select the employee who identified the Opportunity in the REFERRED BY field. 6. Check the NOTIFIED box if customer has been notified of the Opportunity. 7. Check LEAD REQUIRED indicating that a sales job needs to be created for this Opportunity. 8. Choose the SALES PERSON assigned to the Opportunity. 9. Checking SOLD will mark the Opportunity as sold. 10. Click OK to save the Opportunity. 2 SuccessWare, Inc.

7 Opportunity Management Adding an Opportunity from the Job Summary Screen Opportunities for additional sales may often be identified during the performance of a customer job. When such an opportunity occurs, the information and need for follow up can be entered during the technician debrief, directly on the JOB SUMMARY screen. Opportunities recorded in the Job Summary will show up in the CUSTOMER OPPORTUNITY PROFILE and in the OPPORTUNITY MANAGER. 1. On the JOB SUMMARY screen for any existing job, select the OPPORTUNITY GENERATED check box to indicate that an Opportunity has been identified. 2. Choose the OPPORTUNITY CODE to select the type of Opportunity that exists. As with any drop down, it can be modified by first pressing Ctrl+Enter. 3. A date to follow up on the Opportunity can be entered in the FOLLOW UP DATE field if desired. 4. Check the NOTIFIED box if customer has been notified of the Opportunity. 5. Enter any FOLLOW UP NOTES as desired. 6. Checkmark LEAD GENERATED if the Opportunity requires that a sales job be generated. Note: If you check LEAD GENERATED, the opportunity will be marked as LEAD REQUIRED. You can use this indicator in the OPPORTUNITY MANAGER to list and then create the related sales jobs. This process helps to ensure you don t forget to create the sales jobs for any LEADS GENERATED. 7. Click Save to close the JOB SUMMARY screen. The Opportunity created will be visible in the OPPORTUNITY MANAGER and in the CUSTOMER OPPORTUNITY PROFILE only after the job is marked as COMPLETE. Adding an Opportunity from a Quote Summary Follow up activity can be scheduled for existing sales calls on the QUOTE SUMMARY screen. All sales calls show up in the CUSTOMER OPPORTUNITY PROFILE and the OPPORTUNITY MANAGER once an opportunity code has been selected in the QUOTE SUMMARY. The QUOTE SUMMARY screen can be accessed from an existing sales job by selecting JOB SUMMARY from the right click menu within the JOB FORM. 3

8 Opportunity Manager 1. To document follow up activity for the sales job, click on the FOLLOW UP tab located in the middle of the QUOTE SUMMARY form. 2. Choose the OPPORTUNITY CODE to select the type of Opportunity that exists. As with any drop down, it can be modified by first pressing Ctrl+Enter. 3. Enter the date when you would like the follow up to occur in the FOLLOW UP field. Opportunities can be displayed by the follow up date in the OPPORTUNITY MANAGER. 4. Enter any notes regarding the follow up activity. 4 SuccessWare, Inc.

9 Opportunity Management USING THE OPPORTUNITY MANAGER The OPPORTUNITY MANAGER can be accessed from SuccessWare21 s Main Menu, in the Marketing Section. With this Manager you can review and follow up on all opportunities and leads for all customers. The OPPORTUNITY MANAGER lists both Opportunities and Leads (Sales Jobs). Opportunity Manager Views By default the OPPORTUNITY MANAGER will display all Opportunities and Leads that have been marked for follow up by entering a date in the FOLLOW UP field. The view can be changed by selecting one of the view indicator buttons located in the top left corner of the screen or by choosing the desired view from the right click menu. All lists all opportunities with an opportunity date in the date range specified. Create Leads lists all opportunities marked lead required. Follow Up lists all opportunities and leads with a follow up date <= today. Unscheduled lists all opportunities and leads with follow up notes, but no follow up date. Chain lists all opportunities and leads related to the currently selected opportunity. 5

10 Opportunity Manager The list of opportunities can be further filtered using the 6 filter options. The filter options offered are cumulative, meaning that the list of opportunities in the view will include all that meet any of the filter criteria you select. Notified- This filter will include opportunities in which the notified checkbox has been selected. The notified checkbox is available when creating an opportunity from the Job Summary or the Customer Opportunity Profile (F8). Not Notified- This filter will include opportunities in which the Notified checkbox has not been selected. The notified checkbox is available when creating an opportunity from the Job Summary or the Customer Opportunity Profile (F8). Open- This filter will include any opportunity or lead that has not been marked as abandoned or sold. Done- This filter will include any opportunity which has been marked as abandoned or sold or has been converted to a lead. It will also include Leads that have been sold or have been closed without being sold. Opportunities- This filter will display opportunities that do not have a an associated lead (sales job). Leads- This filter will display a listing of leads. Opportunity Manager Right Click Options In each view of this form, you can right click on the grid for the popup menu. In this popup menu, you will find multiple options. Edit- This will open the OPPORTUNITY FORM, or the JOB SUMMARY for opportunities that were recorded on the Job Summary. Edit Note- Allows editing of the note for the selected Opportunity Move to History- This will move these follow up notes to the history view, and clear the follow up date and notes for the next follow up action if desired. The history tab will be selected to show you the new history entry. New Follow Up- After moving current follow up notes to History, this option will allow the entry of new follow up notes. Sold- This indicates the opportunity was sold without a sales job, possibly phone sales. The opportunity will be marked as done with the status of sold. Opportunities currently marked as lead required cannot be marked sold. You must first remove the lead required check Abandon- This indicates you did not sell the opportunity and are done with it and do not desire any follow up. The opportunity will be marked as done with a status as abandoned. 6 SuccessWare, Inc.

11 Opportunity Management Convert- Selecting this option will close the opportunity and create a new sales job that is linked to the Opportunity. Print Grid- This option will allow printing of the complete grid as it is displayed. Customer Opportunity Report- This will open the criteria screen for the CUSTOMER OPPORTUNITY REPORT. Opportunity Status Indicators The status of each Opportunity shown in the grid is indicated by the icons listed for each Opportunity. Icon Description Function White arrow in red circle Red x Yellow dollar sign Green dollar sign Red dollar sign Yellow arrow Green arrow Red Arrow Paper quote lead required (lead generated from job summary) abandoned open lead done, sold done, no sale converted opportunity or continued lead, still open converted opportunity or continued lead, closed, sold converted opportunity or continued lead, closed, not sold Lead OPPORTUNITY FOLLOW UP AND HISTORY The primary purpose of the OPPORTUNITY MANAGER is to allow for the viewing and editing of Opportunity and Lead information. Using the available tools in the OPPORTUNITY MANAGER will help to ensure that no Opportunity or Lead is missed and that each one is followed up on in a timely manner. When an Opportunity or Lead is selected in the grid, there are three tabs available on the right side to view and edit information. 7

12 Opportunity Manager Editing Opportunity Notes Notes may be viewed or edited for any Opportunity on the Notes tab located to the right of the grid. After selecting the desired opportunity, click the Edit Note button. If a Lead is selected in the grid, the Notes tab displays the Lead Notes from the sales job. 1. Select the desired Lead or Opportunity in the grid on the left side of the OPPORTUNITY MANAGER. 2. Select the NOTES tab and click the EDIT NOTE button. 3. Enter the desired notes. 4. Click the Save button at the bottom of the NOTES tab. Recording Follow Up Information On the Follow Up tab follow up date and notes can be recorded or viewed. If no follow up information exists for the Opportunity. 1. Right click on the Opportunity in the grid and choose NEW FOLLOW UP. 2. Enter the desired date in the SCHEDULED FOLLOW UP DATE field. 3. Enter any desired notes and click the SAVE button. If there is existing Follow Up information, you will first need to move it to History by clicking the MOVE TO HISTORY button. Historical information can be viewed on the History tab. 8 SuccessWare, Inc.

13 Opportunity Management Converting an Opportunity to a Lead When a listed Opportunity is strong enough to warrant scheduling a sales job, it can be converted to a lead (sales job). Converting an Opportunity will create a sales job that is linked to the original Opportunity. The Opportunity will be marked as Done with a status of Lead Created. 1. Right click on the desired Opportunity and choose CONVERT. 2. The Sales Job form will display and can be filled out and scheduled as any other job. CUSTOMER OPPORTUNITY REPORT Opportunities Report The Opportunities Report allows you to report on customers that have had opportunities recorded in their Customer Opportunity Profile. By running the report you can display customers who have been marked with a particular opportunity or group the report to see which technician is making the most recommendations. The opportunities report can also be used to remind you to send thank you letters to installation customers or to help you print a list of customers that you have marked as good references via the Opportunity field. A Marketing List can be created based upon customers who appear in the results of the report. 9

14 Opportunity Manager Report Options Date Range Opportunity Notified Only/Not Notified Done/ Not Done Sorting and Grouping Description Use this Date Range to return any opportunities with an Opportunity Date within the specified range Use this dropdown to select a single opportunity on which you want to report Checkmark these options to include only opportunities that have or have not had the Notified field marked. Leave both fields blank to return both Checkmark these options to include only opportunities that have or have not had the Done field marked. Leave both fields blank to return both Use the Sorting and Grouping options to focus the displayed result of the report on a selected set of values. Useful grouping options for this report include Opportunity Code and Referred By 10 SuccessWare, Inc.