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This Tutorial-Example shows how AuraPortal permits the
construction of a part of the CRM depending on the Company needs
and optimizing the operative with a new
and revolutionary system based only on BPM Process design and
modeling for Company users using the tools that
AuraPortal provides
IMPORTANT
The design and implementation of the shown processes has only
taken the Company:
This shows how easily the CRM procedures are constructed with
con AuraPortal by any personnel in the Company (no
technical knowledge necessary).
EXAMPLE
Follow Up of Sales Opportunities
Of the multiple activities that make up a good CRM, those
that stands out have to do with the automation and control
of the follow-up of Sales Opportunities (SO) that are
generated in the company as a result of Marketing actions
(these Marketing actions can also be carried out using
AuraPortal processes.
As an example the following is posed, although any other
chosen by the Company that uses AuraPortal is
equally possible and easy to implement.
Approach. Steps to be followed:
1. Arrival of the SO. A Sales Opportunity arrives at the
Company (SO) (also
called sometimes ‘Reference’, Lead’ etc.). An
information about a Subject, customer or prospect
(possible customer), possibly wishes to buy products or
services offered by the Company. The SO can have several
origins: Call from the Subject, answer to an email,
telemarketing or post, information provided by companies
that specialize in producing leads, the filling in of a
form in the Company by the Subject la Web, etc.
2. Creation
of SO. The arrival of the data of the SO (the
creation) is carried out either automatically by the
system (for example, when the origin is the Company Web
page) or manually by one of the authorized employees.
3. Customer
or Prospect? Whilst the SO is entered, the employee
(or the system) checks if the Subject is already a
customer. If not, it is created as a ‘Prospect’
(Prospect is the equivalent of Possible Customer) and
given an Assigned Responsible. Once the SO data
has been entered, it arrives at the Opportunities
Coordinator (a Role) that the most effective Sales Force
component taking into account the different
characteristics of the SO. This employee becomes the
Responsible for the SO and as such, receives in his
workflow a process task designed for ‘Follow-up’ of the
SO. If the SO is going to be dealt with by a ‘partner’
(dealer), then it is an indirect sale or by cannel, then
this associate will be the responsible of the SO. The
information relative to the initial data, as well as the
progress of the SO, is transmitted via the External
Portal.
5. Follow-up
Actions. The SO Responsible enters into this task
(that is maintained active all the time that the SO
follow-up takes until it becomes and order or is
discarded) one by one, the actions that make up the
follow-up that have all kinds of mechanisms so that they
are efficiently carried out and at the right moment.
This is a very important part of the procedure as the
individual successes of the actions are those that
decide the final success of the SO. Amongst these
actions those that are about the preparation and sending
of the offer to the Subject and the conversion to order
as a consequence of being signed by him.
6. Conversion
to Order or Rejection. When the Subject makes his
final decision, this can rejection or acceptance of the
offer. In the latter case, the offer becomes an order
and the procedure continues with the supply process
(supply, production and delivery) of the requested goods
and services. The supply process for orders is variable
depending on each company and therefore it is not shown
in this mini-example tutorial.
7. Observatories
of the Responsible. Meanwhile, each Responsible can
see, in a dynamic Observatory, the whole of the SO
follow-up actions that are under his care with
indications of the associated costs and even export the
information to his private global ‘planning’ together
with other activities foreseen in his agenda. These
actions are their start and end date and any other
information considered to be of interest. This allows
him to decide the most adequate strategies to be used
for organizing his work.
8. Observatory
of the Coordinator. At the same time as each
Responsible can see at all time the SO that has to be
followed-up and actions taken, both for individual SO as
well as the whole, the Coordinator, from his own
task-Observatory, has access to the SO that are in
progress with the information of all the proposed
actions, both in progress and carried out, for each of
the Responsibles of his team.
Using this premise, the construction of the Sales
Opportunities automation has been designed using two
simple process classes: 1) Upload and Control of
Opportunities, 2) Observatories.
We will see how to model both these process classes.
First Process:
Upload and Control of Opportunities (SO)
To construct the diagram of the process Class, first is the
Start Event and calling it Process Start (SO Creation by
Employee). Then in the swimlane of the SO
coordinator, a personal task is placed called Assign
Responsible to SO. This task will be received by the SO
coordinator in his computer so that he can choose the
employee who will become the Responsible of the
follow-up of the recently registered SO.
What has been explained up till now can be seen in the
following diagram.
The employee that is now Responsible must receive the
Task with the SO information and the procedure for
generating and controlling the Actions that form the
Follow-up of the SO. The diagram grows like this:
The task that can be seen in the diagram with the name SO
Follow-up Actions will arrive at the Responsible
named for this SO and his mission is to carry out the
follow-up of the actions that are carried out for this SO to
interest the possible purchaser (Subject of the SO). This is
a recurring task. This means that it is maintained active
all the time the Responsible creates and maintains actions
that are considered of interest (Calls, Visits, Emails,
Product Demonstrations, etc.) until it has finished
successfully (with an order) or unsuccessfully (if the
Subject has declined to show interest).
When working on his task, the Responsible has a Button
called Send to Observatory and every time it is
pressed it send to another Process called Observatories,
the complete situation of actions for this SO and adds the
actions of the other SO that are being managed. When the
Responsible presses this button, the current of the process
Upload and Control of Opportunities (SO) (origin
Process) is deviated to another process called
Observatories (destination Process), without losing the
current in the origin process.
This is shown in the following process.
The Sub-process called A Process: Observatories is in
charge of handling this deviation from this process to the
Observatories.
NOTE 1.
The annotation developed in the Sub-process A Process:
Observatories are not shown here because they are the
same for all the deviations in AuraPortal. These
annotations are available with their corresponding Web
Service and internal error control in the Monograph on
Distributed Treatments.
NOTE 2.
The object codes that appear in the diagram (TP,TP.22,
SP) are automatically
generated by AuraPortal without any
intervention by the user. The user only has to drag the
desired object – from a palette with all the object
models – to the drawing canvas and give it a name.
SO Register
The present example, the Sales Opportunity (SO) could have
the following data, decided by the Company that uses
AuraPortal.
· Name.
Name of the Opportunity (SO). Free Text.
· Subject.
The recipient of the SO. Can be:
1- Customer
2- Prospect.
· Customer
or Prospect and Nature. Options:
1- Commercial
2- Administration
3- Teaching
4- Special
5- Undefined.
· Products
and Services Requested. Which products and services and how
many are requested by the Subject.
·
Origin. How has the SO arrived at the Company. Options:
1- Form in Company Web
2- External DAA
3- External ICT
4- Reply to Event or Campaign
5- Arrival of Email from Subject
6- Phone Call from Subject
·
Important. Options:
1- Very Relevant
2- Important
3- Normal
4- Unimportant
5- Not Interesting.
· Size.
Options:
1- Very Big
2- Big
3- Medium
4- Small
5- Very Small
6- Indefinite.
· Purchase
Time Line. Options:
1- Urgent
2- Before 2 Months
3- Before 6 Months
4- Before a 1 Year
5- Indefinite.
·
Estimated Probability of Success. Options:
1- Excellent (>90%)
2- Good (>75%)
3- Satisfactory (>50%)
4- Week (<50%)
5- No Hope.
· Interested
Departments. Options:
1- Management
2- Financial Dept.
3- Commercial Dept.
4- Administration Dept.
5- Computer Dept.
6-Others.
· Landmarks
and Phases. The following landmarks are registered in the
Opportunity.
1- Date Creation
2- Date First Action
3- Date Offer Sent
4- Date Offer Accepted or Declined.
As a result, the Opportunity goes through the phases that are in
these landmarks. These phases are:
1- Latent (no follow-up action has been taken yet)
2- Pre-Offer (before preparing offer)
3- Rejected in Pre-Offer
4- Preparation of Offer
5- Offer Sent
6- Offer Accepted
· Other:
Description of the SO, Activity of the Subject, Web and other
information relevant to Subject, Quote available for the Subject
for the Operation, Contact name, Documentation, etc.
NOTE.
The definitions of these parameters with all their
options are carried out in AuraPortal in
minutes. Once defined, the processes will be able to
work with them using the forms that have been designed
to be filled in for them, or see the executors of tasks
inside these processes. These designs can be carried
out just the way the Company management wants them.
An example of a form to be filled in by an employee of
Samadi
(company that carries out consultancies and implementation
of CRM using AuraPortal) for creating a new SO
follows.
Once the data is entered into this form by the employee who
creates the SO, the employee selects the Terminate button
and the process starts. First the Coordinator
receives at his workstation the notice that a new task has
arrived in his workflow. On opening it he will find this
window:
In this task, the Coordinator has assigned as
Responsible of the Opportunity (called SOOR 1) the
employee
Victor Galicia.
Then, the SO Responsible,
Victor Galicia, receives the
task Follow-Up Actions SO and enters and controls the
follow-up actions as shown as follows.
Follow-Up Actions
The mechanisms of creation and control of the follow-up
actions are carried out in the edition window as follows:
This window is contained in the Responsible’s task, as
follows.
In this task the Responsible also indicates the general
situation of the SO on entering the Phases.
The Observatories Process is as follows.
Second Process:
Observatories
Following the AuraPortal BPMN annotation, the
Model of this Process Class will be as follows.
This process, which is to show the situation of the Sales
Opportunity (SO) and the actions of the follow-ups, it the
Observatory and is permanent, it continues until the
Coordinator decides to terminate it.
Once the process has been created using the start event
(called Create Observatories Process), the flow
arrives at the DA gateway that distributes it in
three threads:
A)
To the Intermediate Event called Receives Deviated
Lines, which is for receiving the deviations from
the Process Upload and Control of Opportunities (SO).
B)
To Observatory General of the Coordinator who can
see all the SO with their actions, from this task.
C)
To the Specific Observatories, where each
Responsible can see the situation of his SO with all the
follow-up actions and status.
These Observatories are always active and are automatically
updated on selecting the button, so at all times the real
situation is shown.
See the following Observatory which can be accessed by the
Coordinator in his task
TP.15 Observatory
General.
The Coordinator can also see all the actions of all the SO
of all the Responsibles, each Responsible can see his
actions only in his own SO as in the following observatory
of
Victor Galicia.
As well as the Observatories, the system automatically
exports the ‘Task Planning’ of each Responsible with the
actions and dates that he wishes to control. Example:
Selecting any box the action information appears.
NOTA:
The first Planning shown is by Month. The second, by
Week (with the hours of each day). It is also possible
to show the information by Trimester or Year.
Data Analysis
As well as the Observatories, in each moment at any moment
information can be obtained of the situation, profitability,
times, costs, workloads, etc. using the report generation
tools of AuraPortal. Here are some examples:
Opportunities Table for Direct Sales:
This report can be shown sorted by any column. By selecting
the corresponding title and the Button ‘See Graphic’
and the following images are immediately seen.
Selecting the ‘See Report’ button returns to the
previous table. If a portion of the pie chart is selected or
one on the cylinders then the information obtained is about
this part:
This is only an example. The number of reports and graphics
that can exist depends on the different designs and content
that the user desires and is unlimited.
And, it is very easy to develop the reports. Programming
knowledge is not necessary and the information is stored and
available for future queries.
Conclusion
With this, the upload and control of the Sales Opportunities
with all their follow-up actions and observation in direct
mode, planning (agenda) and graphics and tables, both for
each SO responsible as well as the coordinator of the whole,
is carried out extremely easily and efficiently with the
following advantages.
-
It is handled freely and so can be adapted to any
system, custom, circumstance, etc. that is of interest
to the Company.
-
Its design is carried out in a few days (or even hours)
by personnel with no technical knowledge.
-
It can be modified at any moment without stopping the
activities of the Company.
-
Just as here has only been shown the control and
follow-up of the Sales Opportunities (SO), all kinds of
processes can be carried out to handle other control and
follow-up activities of the consultancies and
implementations for customers, post-sales services (call
center attention), as well as marketing processes for
generating the SO, (telemarketing, email, etc.), access
systems to the Company by the customers to obtain
information using entrances to the Company Web or
specialized portals (manufacturing follow-up of status,
dossier follow-up, queries of all type, etc.).
Everything that a major powerful CRM can offer can be can be
constructed using AuraPortal CRM… very easily,
quickly and efficiently.
Do you want to be convinced?
If you are interested in installing a CRM in your company or are
considering the possibility, ask for a personalized DEMO by
filling in the form on selecting
‘DEMOS’ in the main page of this Web
You can ask request an On-line Demo exclusively for you, by
selecting the following:
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