SALES FORCE AUTOMATION AND

AUTOMATED CUSTOMER SERVICE

CENTERS

GROUP 7
SALES FORCE AUTOMATION
 Sales Force Automation
• The application of digital and wireless
technologies to personal selling is known as
sales force automation.
• Through sales force automation, we can
– Increase sales productivity
– Elevate customer service
– Increase customer satisfaction
– Create loyal customers
 Cont….
• Sales Process is a logical sequence of selling
stages that occurs between the time an
opportunity is recognized-a prospect
identified-and the time of follow-up activities
after a sale is closed.
• Automation tools describe were
prospects/customers are in the sales cycle,
which in sales automation terms is called the
sales pipeline.
 THE SALES PIPELINE
Contact buying
Identify leads
Qualify leads centers
(Suspected
(value estimates) (recognize key
interest)
players)

Develop
Re-contact relationships
(winback interest) No! Yes! (cultivate
interest/desires)

Close Negotiate terms

(ask for the sale) (long-term view)
 TASK FOR SFA

Contact and time management

Lead management, and more broadly, opportunity management

Knowledge management and intranet access

Price quotes and order configuration

Follow-up management

Analysis and reporting tools

 Contact and time management
Contact management involves organizing data
about organizations and about customers and
prospect within that organizations. Which include
basic information such as name, job title, mailing
address, billing address, phone numbers, and e-
mail addresses may be integrated with software
that displays more complex information, such as
organization chart, the chain of command, and
each individual’s decision-making level.
 Cont..
• Contact management applications typically allow a
sales representative to enter information about
previous contacts and notes about facts such as a
client’s birthdays, hobbies, or favorite restaurants
• Contact management software enables the user to
automatically dial phone numbers. Most contact
managers are integrated with e-mail software.
• SFA application include a personal calendar that
helps the sales representative with time
management
 Lead management and opportunity
management
• Identifying potential customers who may be
interested in the organization or its product is called
prospecting.
• Identifying potential customer through referrals,
advertising inquiries from postcards, records of
visiting to company web site, and other sources
• Lead management software helps determining if a
lead is a qualified or not, through their need, place
order of sufficient size, be able to pay, in position to
make buying decision.
 Cont…
• Opportunity management is include lead
management and the management of other
activity and information throughout the entire
sales pipeline
Knowledge management and intranet access

• Process of creating an inclusive,

comprehensive, and easily accessible
organizational memory is termed knowledge
management
• Intranet is company’s private data network
that uses internet standard and technology.
 Price quotes and order configuration
• SFA systems typically will include data from product
catalogs, price lists, discount schedules, and other
order information necessary to provide price quotes
• Product configurators help to sell complex products
that have to be custom-tailored for a particular
customer’s situation.
• Product configurator software programs configure
and price products on the spot, reducing the time a
sales represantative spend working on proposal.
 Follow-up management
• Organization headquarters may send an email
to the sales representative on the road to
indicate that a shipment has been send on
time or reason for delays
Analysis and reporting tools
• SFA allows sales managers to analyze sales figure
and activity levels by time period, by customer,
by sales territory, and other criteria
• Also help to make report
 Resistance to SFA system
• Sales representative
– Eliminating their job
– Manager constantly spy
– Training in the new technology
• SFA system
– Update of data
Automated customer service
centers
 Automated customer service center

• Call center
– Call routing
– Interactive voice response(IVR)
– Caller ID system
– Caller note
• Evaluation of call center data
– Build-in tracking features like number of call, call
type, time waiting on hold, abandonment rate
(how many calls result in a hang up)
 Cont…
• Web based self sevice
– Lower cost as compare to call center
– FAQS
– Live personal chat software
– Etc.
Thank You