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Accelerated Proof of Concept with CRM Online - Delivery Guide Microsoft Dynamics CRM Online – Accelerated POC Prepared for
[Customer Name] Project
[Project Name]
Prepared by [Document author]
Contributors [Document contributors]
Table of Contents 1
Introduction .................................................................................................................................................. 1
2
Executive Overview ....................................................................................................................................... 2
2.1
Executive Summary ................................................................................................................................................ 2
2.2
Vision and Scope .................................................................................................................................................... 3
2.3
Risk Assessment ..................................................................................................................................................... 3
3 3.1
3.2
POC Details ................................................................................................................................................... 4 System configuration ............................................................................................................................................. 4 3.1.1
Importing Solution ........................................................................................................................................ 4
3.1.2
Importing Data .............................................................................................................................................. 4
3.1.3
Configuring Users, Teams, Queues, and Security Roles................................................................................ 8
3.1.4
Configuring Dashboards ................................................................................................................................ 8
3.1.5
Configuring Outlook client for CRM 2011 online ........................................................................................ 10
3.1.6
Configuring Field Level Security Profile Changes ........................................................................................ 10
3.1.7
Setting up Internet Lead Capture................................................................................................................ 10
3.1.8
Modifying Left navigation links visibility by modifying Sitemap ................................................................. 11
3.1.9
Publishing customizations ........................................................................................................................... 13
Lead Capture ........................................................................................................................................................ 13 3.2.1
Convert leads from emails in Microsoft Outlook ........................................................................................ 14
Leads can be created by converting email from Microsoft CRM Outlook client..................................................... 14
3.3
3.4
3.2.2
Internet Lead Capture(Only for U.S. customers) ........................................................................................ 14
3.2.3
Import bulk leads ........................................................................................................................................ 14
3.2.4
Manually create leads ................................................................................................................................. 14
Lead Allocation/Routing....................................................................................................................................... 14 3.3.1
Lead Routing workflow : ............................................................................................................................. 15
3.3.2
Lead Scoring Workflow: .............................................................................................................................. 15
3.3.3
Lead scoring Workflow: .............................................................................................................................. 15
Opportunity Management ................................................................................................................................... 16 3.4.1
Opportunity Assignment ............................................................................................................................. 16
3.4.2
Goal Management ...................................................................................................................................... 16
3.5
Quote/Contract Development ............................................................................................................................. 17
3.6
Contract Conversion............................................................................................................................................. 17
4
Recommendations....................................................................................................................................... 18
5 5.1
Appendices ................................................................................................................................................. 19 Proof of Concept Process Flow ............................................................................................................................. 19
1
INTRODUCTION
The goal of this document is to provide the consultant/partner awareness about what is required of them, to deploy the Accelerated Proof of Concept with CRM Online. The Accelerated Proof of Concept with CRM Online at the Customer will be used to show value prior to license purchase or subscription. It may also assist in determining ‘why to buy or deploy’ CRM now or sooner. .
2
EXECUTIVE OVERVIEW
This section describes the execution of this Proof of Concept service under the Accelerated POC. This section also briefly discusses the customer’s motivation for moving forward with the Proof of Concept (POC) engagement. It describes both the overarching program as well as the purpose of the engagement and outlines the major activities covered. The Accelerated POC engagement process is shown in the diagram below.
The service provider analyzes the current and future process of the customer by completeting the HighLevel Requirements Review, High-Level Fit Gap Analysis, High-Level Architecture Assesment and Preliminary Business Value Assesment activities. It is important to note that depending on the scope of the requirements; only a subset of the requirements may be addressed in this POC. Following the completion of this analysis, the customer may ascertain that they would like to see a Proof-of-Concept (POC) demonstration to key Business and IT Users, to validate the solution, and to drive solution acceptance. As a result, the customer engages <<Partner Company>> to begin the Proof of Concept engagement. The customer and service provider will agree on the specific scenarios that will be modeled in the POC. The Proof of Concept engagement begins with a review of the documented results from the workshops performed during the above mentioned activities at the Customer. This will be applied to the Microsoft Dynamics CRM solution, and a small subset of data is entered into the system. The key customer project staff involved in the workshops will be given sufficient solution overview, enabling them to be in a position to verify that the business processes discussed are mirrored in the system setup, and that information flows through the system in the desired manner.
2.1 Executive Summary Following the completion of the initial activities, the customer has determined the need for a Proof-ofConcept (POC) demonstration to key Business and IT Users, to validate the solution, and to drive solution acceptance. The Accelerated POC service will assist the Customer with this due diligence. The overall proposal includes an implementation of Microsoft Dynamics CRM Online in a pilot environment at the Customer and demonstration of the solution.
2.2 Vision and Scope The Vision for the Accelerated Proof of Concept with CRM Online service at the Customer is to demonstrate select Microsoft Dynamics CRM functionality to key Business and IT Users, so as to validate the solution, and drive solution acceptance. This will be achieved through the implementation of Microsoft Dynamics CRM Online in a trial environment at the Customer and a Proof-of-Concept demonstration using few or all the Accelerated POC defined scenarios. The POC activity fits into the overall service by providing the Customer a clear understanding of the solution fit with key business processes before the commencement of the implementation project. The service provides exposure to the look and feel of the system, a high-level process flow, and Proof-ofConcept for critical or complex business processes. Additional objectives for the Accelerated Proof of Concept service at the Customer may include the following:
To further refine the Customer’s functional requirements and required enhancements
To confirm that the Microsoft Dynamics CRM Online solution can support all the “must have” requirements of the Customer
To identify operational responsibilities
To identify new procedures needed, and to test draft procedures and policies
To identify training needs
To confirm data conversion rules – for example, will the new system use the data converted from the old system properly
2.3
To do a POC using CRM online even if they decide to deploy CRM On-premise
Risk Assessment
Usually the risks with a POC service are related to inadequate or poor understanding of the Customer’s business requirements, and/or incomplete Fit Gap Analysis. This may result in additional system configuration. For the Accelerated Proof of Concept service, ideally customizing (coding) of the Microsoft Dynamics CRM Online is to be avoided, although tailoring through configuration and parameter setting is acceptable.
3
POC DETAILS
This section provides the details of deploying the Accelerated POC with CRM Online scenarios. This POC is a generic sales process implemented in CRM Online 2011, and covers almost all phases of a typical sales process. This POC demonstrates how quick, easy and yet effective CRM Online 2011 framework can be along with analytics using dashboards and seamless integration with Microsoft Office Outlook.
3.1
System configuration There is only one business unit in the system. There are three custom security roles in the system, and they are
Sales Rep Sales Manager VP Sales The sales territories are:
Midwest Northeast Southeast Southwest West
There are states which correspond to each territory and each territory has one manager. To track regional data, two custom entities (Country and State), are created. The user interface is tailored based on the role. For example, users having the above roles cannot see Marketing and Service related links on the left hand navigation pane. Their links are hidden in the CRM sitemap xml file by using a custom entity called Configuration (by restricting all privileges to these specific roles) for more details on this; navigate to Modifying Left navigation links visibility by modifying Sitemap. There are no plugins or custom workflow activities in the system.
3.1.1
Importing Solution The release package contains the solution package ‘POC_1_0_0_1 .zip’, import the solution package in CRM 2011 online and publish the customization changes.
3.1.2
Importing Data
The release package contains sample data to be imported. It includes Accounts, Leads, Opportunities, Products, States and Sales Territories. Follow the below steps to import data.
1. Click on Import Data button and browse the zip file of data which is available in the package.
2. Select default data map and click Next.
3. Click on State entity, and select the “State” option in source required fields. You don’t need to map the fields of any of out of box entities.
4. Click Next and select an Owner. (Remember to reassign these records among all Sales Persons )
5. Click submit to end data import wizard.
3.1.3
Configuring Users, Teams, Queues, and Security Roles
1. 2. 3. 4.
Users should be manually added to the System. There is no need to create Security Roles, as they come as part of solution. Users should be given necessary roles, for example, Sales Managers and Sales Person. Create a Team called “Sales Managers”. This is required since Microsoft Dynamics CRM 2011 does not support role-based dashboards, access to some dashboards is only given for Sales Managers by using a team called “Sales Managers”. 5. Create a Queue called “Unassigned Leads”. 6. Create a record for Country called “United States”. Go to States and make United States as the Country for all State records. 7. Change Lead Routing Workflow a. Go to Settings->Processes and open Lead Routing workflow, the workflow will show error for leads assignment step for Andrew Simons user (as this user may not be present in your CRM system). To correct the error click on Assign to lookup, select the appropriate user (this should be Sales Manager user). b. Change workflow step which assigns lead to queue, go to “Assign lead to Unassigned Leads” stage and click Set properties.
c. From the available queues, select Unassigned Leads and click OK. d. Update Territory lookup value in each step used. e. Save and Activate all process. 3.1.4
Configuring Dashboards
1. You will need to create and configure a user owned dashboard called “Team Workload”. 2. To create a dashboard, Login as Administrator, go to Dashboards area in Workplace, Click New button on ribbon. 3. The dashboard should accommodate 3 charts and select the following options while adding charts to Dashboard. Default View
View Selector
Default Chart
Leads Owned By My Direct Reports
Off
Leads by Owner (My Reports Only)
Opportunities Owned By My Direct Reports
Off
Opportunities by Owner (My Reports Only)
Goals Owned By My Direct Reports
Off
Goals by Owner (My Reports Only)
The dashboard should look like the following.
Share this dashboard with Sales Managers Team so that Managers can utilize these dashboards to check Team workload and track team progress etc.
3.1.5
Configuring Outlook client for CRM 2011 online
Download the Outlook Installer and configure the Outlook client for CRM 2011 Online. 3.1.6
Configuring Field Level Security Profile Changes
Field level security profile changes 1. Open the Accelerated POC solution and navigate to Field Security Profiles and open Quote approvers and click on Users->Add, Select users having Sales Manager role and click Add and then OK. 2. Open Quote Status reader navigate to Users->Add, select users with Sales person security role and close the window 3.1.7
Setting up Internet Lead Capture
1. Navigate to Sales area and choose Internet Lead Capture.
2. Click button “Get Started”. The wizard is straightforward to create a page. Also, add the attributes as you can see in the following screenshot.
3.1.8
Modifying Left navigation links visibility by modifying Sitemap
In this solution left navigation sections “Marketing” and “Service” are hidden for certain roles like “ Sales Rep”, to control the visibility of the left navigation Sections/Entity links , set minimum Read permissions on bvps_configuration entity for the given role
After granting permissions for the role, export solution (which includes Sitemap component), extract solution zip file, edit customization.xml file and add Privilege node (shown below) to SubArea node of Sitemap xml node. This node tells the system to show the link (SubArea) for the user if user Role has minimum read permissions on bvps_configuration entity <SubArea Id="nav_apptbook" ResourceId="Homepage_AppointmentBook" DescriptionResourceId="AppointmentBook_SubArea_Description"
Icon="/_imgs/ico_18_servicecal.gif" Url="/sm/home_apptbook.aspx" AvailableOffline="false">
Finally zip customization.xml file and import the solution.
3.1.9
Publishing customizations
Finally publish the solution.
3.2
Lead Capture
Leads can be generated through various sources such as:
a. b. c. d. 3.2.1
Convert leads from email messages in Microsoft Outlook Internet Lead Capture (Only for U.S. customers) Import bulk leads Manually create leads Convert leads from emails in Microsoft Outlook
Leads can be created by converting email from Microsoft CRM Outlook client. 3.2.2
Internet Lead Capture(Only for U.S. customers)
Internet Lead Capture is a feature in CRM 2011 Online which enables to capture leads from the Internet. A new landing page has been created in the system whose URL can be integrated in the website or can be sent to customers via email or can be used in online advertising campaigns. New attributes have been added such as Reason for Contacting, Information Desired apart from out of box lead atttibutes. As soon as user enters information and submits the form, data is transferred to the CRM and it has the provision for users to validate data as leads. Multiple landing pages can be created and monitored for performance. 3.2.3
Import bulk leads
If sales representatives have the data captured in an excel sheet, it can be imported into CRM by using the out of box data import functionality. 3.2.4
Manually create leads
Creating leads manually in CRM is straightforward. One can create lead either from the Microsoft Outlook client or web client.
3.3
Lead Allocation/Routing
Lead allocation by Sales Manager to Sales Person is purely manual. There is a dashboard “Team Workload” which appears only for roles “Sales Managers”. This dashboard contains the details of the number of leads each team member is working on, number of leads that are successfully converted into opportunities, and number of leads that are disqualified. The Manager can further drilldown by clicking on the chart. The Manager has the ability to view team member past performance since it also shows disqualified and qualified leads against each team member.
3.3.1
Lead Routing workflow :
The Lead Routing workflow routes leads originating from U.S. region depending upon State/Region information present on the form. If there is no region data present on the lead form, the workflow routes it to the Unassigned Leads queue. Since each territory has a manager, the manager can further assign to someone in his team with the help of the Team Workload dashboard. 3.3.2
Lead Scoring Workflow:
Lead scoring functionality is achieved by a workflow. The following factors are taken into consideration for lead scoring: 1. Completeness of address 2. Contact Numbers and Email 3. Number of Employees 4. Location of Lead 5. Annual Revenue There is a new integer attribute called “Lead Score” on the scale of 0 to 100. This attribute value will be incremented or decremented based on the above listed factors. 3.3.3
Lead scoring Workflow:
A workflow is triggered when a lead is created in the System. The initial lead score is 0. It will be incremented as follows. 1. If it contains all address fields, lead score will be incremented by 15. 2. If it contains any phone number, lead score will be incremented by 20. 3. If it contains Email, lead score will be incremented by 20. 4. If it has a website, lead score will be incremented by 5. 5. If there are 0-50 employees , lead score will be incremented by 5. 6. If there are 50-100 employees , lead score will be incremented by 10. 7. If there are 100-500 employees , lead score will be incremented by 15. 8. If it has more than 500 employees, lead score will be incremented by 20. 9. If revenue is between 0-1 million, lead score will be incremented by 5. 10. If revenue is between 1-10 million, lead score will be incremented by 10. 11. If revenue is between 10-100 million, lead score will be incremented by 15.
12. If revenue is more than 100 million, lead score will be incremented by 20. When a lead is created in the system, initially it calculates the lead score by using the above parameters. There is also a task created for the Sales Rep to contact the customer to get the details. Then the Sales Rep talk with the customer and complete the information which will update the lead score.
3.4
Opportunity Management
Once the lead is converted into an opportunity, it undergoes three pipeline stages. The pipeline stages are: 1. 2. 3. 4.
Qualification Discovery Proposal Negotiation
The attribute Pipeline Phase is not editable. In each stage, there is an activity created which has to be completed to advance to the next stage. The priority attribute is automatically changed according to the pipeline phase. If the opportunity is in the qualification stage then the priority is low, if it is in discovery then medium, and if it is in proposal or negotiation then the priority will be High. 3.4.1
Opportunity Assignment
Similar to Lead, the Manager can make use of the Team workload dashboard to determine the number of opportunities his or her team members are working on. The following chart is the Sales Manager’s view of the opportunities currently being worked on by his or her team. (This chart is part of the Team Workload dashboard)
3.4.2
Goal Management
The Sales Manager can set goals for each Sales Person and track them individually. To create a goal, navigate to the Sales area and click the “New” button. Goal metrics, time period, goal criteria and targets can be set. A goal can have child goals. Goal metrics of child goals will be rolled up to the parent goal. The following chart Is a manager’s view of the goal achievement by the team. (This chart is part of the Team Workload dashboard)
3.5
Quote/Contract Development
When the quote is created, a workflow will be triggered and an email notification is sent to the manager to approve the quote. The Sales Manager will approve or reject the quote by selecting the appropriate value for a custom option set attribute. The option set will have the options below:
Approved Rejected Pending
These options can only be changed by the Manager. When the Manager approves or rejects the quote, a notification email is sent to quote owner. If the Manager rejects the quote, and Sales person revises the quote, and the approval email will be sent to manager and the cycle repeats. New revisions of the quote will be generated. On approval, the quote gets activated automatically. The Sales person opens the approved quote and exportsthe Quote report in the apropriate format and emails it to the customer. Once the customer approves the quote, the Sales person creates the Order.
3.6
Contract Conversion
The Sales Rep creates an order for the customer. An automated email is sent to the customer informing him about the order generation and that an invoice will be sent in 48 hours. An email is also sent to the manager as a notification on the order generation. The Sales person generates the invoice and sends it to customer. The Sales Rep then marks the invoice as paid once the customer has made the payment and the opportunity closes as “won”.
4
RECOMMENDATIONS
1. Lead Routing workflow can be extended to accommodate routing functionality to new regions. 2. Lead Scoring workflow can be extended for parameters. i. ii.
Recent Activities for Lead Recent Updates for Lead
3. Data can be imported for all Countries and States.
5 5.1
APPENDICES
Proof of Concept Process Flow
The process flow of the five scenarios for Accelerated Proof of Conceptwith CRM Online are shown in the diagrams below:
[Customer Name] Project
[Project Name]
Prepared by [Document author]
Contributors [Document contributors]
Table of Contents 1
Introduction .................................................................................................................................................. 1
2
Executive Overview ....................................................................................................................................... 2
2.1
Executive Summary ................................................................................................................................................ 2
2.2
Vision and Scope .................................................................................................................................................... 3
2.3
Risk Assessment ..................................................................................................................................................... 3
3 3.1
3.2
POC Details ................................................................................................................................................... 4 System configuration ............................................................................................................................................. 4 3.1.1
Importing Solution ........................................................................................................................................ 4
3.1.2
Importing Data .............................................................................................................................................. 4
3.1.3
Configuring Users, Teams, Queues, and Security Roles................................................................................ 8
3.1.4
Configuring Dashboards ................................................................................................................................ 8
3.1.5
Configuring Outlook client for CRM 2011 online ........................................................................................ 10
3.1.6
Configuring Field Level Security Profile Changes ........................................................................................ 10
3.1.7
Setting up Internet Lead Capture................................................................................................................ 10
3.1.8
Modifying Left navigation links visibility by modifying Sitemap ................................................................. 11
3.1.9
Publishing customizations ........................................................................................................................... 13
Lead Capture ........................................................................................................................................................ 13 3.2.1
Convert leads from emails in Microsoft Outlook ........................................................................................ 14
Leads can be created by converting email from Microsoft CRM Outlook client..................................................... 14
3.3
3.4
3.2.2
Internet Lead Capture(Only for U.S. customers) ........................................................................................ 14
3.2.3
Import bulk leads ........................................................................................................................................ 14
3.2.4
Manually create leads ................................................................................................................................. 14
Lead Allocation/Routing....................................................................................................................................... 14 3.3.1
Lead Routing workflow : ............................................................................................................................. 15
3.3.2
Lead Scoring Workflow: .............................................................................................................................. 15
3.3.3
Lead scoring Workflow: .............................................................................................................................. 15
Opportunity Management ................................................................................................................................... 16 3.4.1
Opportunity Assignment ............................................................................................................................. 16
3.4.2
Goal Management ...................................................................................................................................... 16
3.5
Quote/Contract Development ............................................................................................................................. 17
3.6
Contract Conversion............................................................................................................................................. 17
4
Recommendations....................................................................................................................................... 18
5 5.1
Appendices ................................................................................................................................................. 19 Proof of Concept Process Flow ............................................................................................................................. 19
1
INTRODUCTION
The goal of this document is to provide the consultant/partner awareness about what is required of them, to deploy the Accelerated Proof of Concept with CRM Online. The Accelerated Proof of Concept with CRM Online at the Customer will be used to show value prior to license purchase or subscription. It may also assist in determining ‘why to buy or deploy’ CRM now or sooner. .
2
EXECUTIVE OVERVIEW
This section describes the execution of this Proof of Concept service under the Accelerated POC. This section also briefly discusses the customer’s motivation for moving forward with the Proof of Concept (POC) engagement. It describes both the overarching program as well as the purpose of the engagement and outlines the major activities covered. The Accelerated POC engagement process is shown in the diagram below.
The service provider analyzes the current and future process of the customer by completeting the HighLevel Requirements Review, High-Level Fit Gap Analysis, High-Level Architecture Assesment and Preliminary Business Value Assesment activities. It is important to note that depending on the scope of the requirements; only a subset of the requirements may be addressed in this POC. Following the completion of this analysis, the customer may ascertain that they would like to see a Proof-of-Concept (POC) demonstration to key Business and IT Users, to validate the solution, and to drive solution acceptance. As a result, the customer engages <<Partner Company>> to begin the Proof of Concept engagement. The customer and service provider will agree on the specific scenarios that will be modeled in the POC. The Proof of Concept engagement begins with a review of the documented results from the workshops performed during the above mentioned activities at the Customer. This will be applied to the Microsoft Dynamics CRM solution, and a small subset of data is entered into the system. The key customer project staff involved in the workshops will be given sufficient solution overview, enabling them to be in a position to verify that the business processes discussed are mirrored in the system setup, and that information flows through the system in the desired manner.
2.1 Executive Summary Following the completion of the initial activities, the customer has determined the need for a Proof-ofConcept (POC) demonstration to key Business and IT Users, to validate the solution, and to drive solution acceptance. The Accelerated POC service will assist the Customer with this due diligence. The overall proposal includes an implementation of Microsoft Dynamics CRM Online in a pilot environment at the Customer and demonstration of the solution.
2.2 Vision and Scope The Vision for the Accelerated Proof of Concept with CRM Online service at the Customer is to demonstrate select Microsoft Dynamics CRM functionality to key Business and IT Users, so as to validate the solution, and drive solution acceptance. This will be achieved through the implementation of Microsoft Dynamics CRM Online in a trial environment at the Customer and a Proof-of-Concept demonstration using few or all the Accelerated POC defined scenarios. The POC activity fits into the overall service by providing the Customer a clear understanding of the solution fit with key business processes before the commencement of the implementation project. The service provides exposure to the look and feel of the system, a high-level process flow, and Proof-ofConcept for critical or complex business processes. Additional objectives for the Accelerated Proof of Concept service at the Customer may include the following:
To further refine the Customer’s functional requirements and required enhancements
To confirm that the Microsoft Dynamics CRM Online solution can support all the “must have” requirements of the Customer
To identify operational responsibilities
To identify new procedures needed, and to test draft procedures and policies
To identify training needs
To confirm data conversion rules – for example, will the new system use the data converted from the old system properly
2.3
To do a POC using CRM online even if they decide to deploy CRM On-premise
Risk Assessment
Usually the risks with a POC service are related to inadequate or poor understanding of the Customer’s business requirements, and/or incomplete Fit Gap Analysis. This may result in additional system configuration. For the Accelerated Proof of Concept service, ideally customizing (coding) of the Microsoft Dynamics CRM Online is to be avoided, although tailoring through configuration and parameter setting is acceptable.
3
POC DETAILS
This section provides the details of deploying the Accelerated POC with CRM Online scenarios. This POC is a generic sales process implemented in CRM Online 2011, and covers almost all phases of a typical sales process. This POC demonstrates how quick, easy and yet effective CRM Online 2011 framework can be along with analytics using dashboards and seamless integration with Microsoft Office Outlook.
3.1
System configuration There is only one business unit in the system. There are three custom security roles in the system, and they are
Sales Rep Sales Manager VP Sales The sales territories are:
Midwest Northeast Southeast Southwest West
There are states which correspond to each territory and each territory has one manager. To track regional data, two custom entities (Country and State), are created. The user interface is tailored based on the role. For example, users having the above roles cannot see Marketing and Service related links on the left hand navigation pane. Their links are hidden in the CRM sitemap xml file by using a custom entity called Configuration (by restricting all privileges to these specific roles) for more details on this; navigate to Modifying Left navigation links visibility by modifying Sitemap. There are no plugins or custom workflow activities in the system.
3.1.1
Importing Solution The release package contains the solution package ‘POC_1_0_0_1 .zip’, import the solution package in CRM 2011 online and publish the customization changes.
3.1.2
Importing Data
The release package contains sample data to be imported. It includes Accounts, Leads, Opportunities, Products, States and Sales Territories. Follow the below steps to import data.
1. Click on Import Data button and browse the zip file of data which is available in the package.
2. Select default data map and click Next.
3. Click on State entity, and select the “State” option in source required fields. You don’t need to map the fields of any of out of box entities.
4. Click Next and select an Owner. (Remember to reassign these records among all Sales Persons )
5. Click submit to end data import wizard.
3.1.3
Configuring Users, Teams, Queues, and Security Roles
1. 2. 3. 4.
Users should be manually added to the System. There is no need to create Security Roles, as they come as part of solution. Users should be given necessary roles, for example, Sales Managers and Sales Person. Create a Team called “Sales Managers”. This is required since Microsoft Dynamics CRM 2011 does not support role-based dashboards, access to some dashboards is only given for Sales Managers by using a team called “Sales Managers”. 5. Create a Queue called “Unassigned Leads”. 6. Create a record for Country called “United States”. Go to States and make United States as the Country for all State records. 7. Change Lead Routing Workflow a. Go to Settings->Processes and open Lead Routing workflow, the workflow will show error for leads assignment step for Andrew Simons user (as this user may not be present in your CRM system). To correct the error click on Assign to lookup, select the appropriate user (this should be Sales Manager user). b. Change workflow step which assigns lead to queue, go to “Assign lead to Unassigned Leads” stage and click Set properties.
c. From the available queues, select Unassigned Leads and click OK. d. Update Territory lookup value in each step used. e. Save and Activate all process. 3.1.4
Configuring Dashboards
1. You will need to create and configure a user owned dashboard called “Team Workload”. 2. To create a dashboard, Login as Administrator, go to Dashboards area in Workplace, Click New button on ribbon. 3. The dashboard should accommodate 3 charts and select the following options while adding charts to Dashboard. Default View
View Selector
Default Chart
Leads Owned By My Direct Reports
Off
Leads by Owner (My Reports Only)
Opportunities Owned By My Direct Reports
Off
Opportunities by Owner (My Reports Only)
Goals Owned By My Direct Reports
Off
Goals by Owner (My Reports Only)
The dashboard should look like the following.
Share this dashboard with Sales Managers Team so that Managers can utilize these dashboards to check Team workload and track team progress etc.
3.1.5
Configuring Outlook client for CRM 2011 online
Download the Outlook Installer and configure the Outlook client for CRM 2011 Online. 3.1.6
Configuring Field Level Security Profile Changes
Field level security profile changes 1. Open the Accelerated POC solution and navigate to Field Security Profiles and open Quote approvers and click on Users->Add, Select users having Sales Manager role and click Add and then OK. 2. Open Quote Status reader navigate to Users->Add, select users with Sales person security role and close the window 3.1.7
Setting up Internet Lead Capture
1. Navigate to Sales area and choose Internet Lead Capture.
2. Click button “Get Started”. The wizard is straightforward to create a page. Also, add the attributes as you can see in the following screenshot.
3.1.8
Modifying Left navigation links visibility by modifying Sitemap
In this solution left navigation sections “Marketing” and “Service” are hidden for certain roles like “ Sales Rep”, to control the visibility of the left navigation Sections/Entity links , set minimum Read permissions on bvps_configuration entity for the given role
After granting permissions for the role, export solution (which includes Sitemap component), extract solution zip file, edit customization.xml file and add Privilege node (shown below) to SubArea node of Sitemap xml node. This node tells the system to show the link (SubArea) for the user if user Role has minimum read permissions on bvps_configuration entity
Icon="/_imgs/ico_18_servicecal.gif" Url="/sm/home_apptbook.aspx" AvailableOffline="false">
Finally zip customization.xml file and import the solution.
3.1.9
Publishing customizations
Finally publish the solution.
3.2
Lead Capture
Leads can be generated through various sources such as:
a. b. c. d. 3.2.1
Convert leads from email messages in Microsoft Outlook Internet Lead Capture (Only for U.S. customers) Import bulk leads Manually create leads Convert leads from emails in Microsoft Outlook
Leads can be created by converting email from Microsoft CRM Outlook client. 3.2.2
Internet Lead Capture(Only for U.S. customers)
Internet Lead Capture is a feature in CRM 2011 Online which enables to capture leads from the Internet. A new landing page has been created in the system whose URL can be integrated in the website or can be sent to customers via email or can be used in online advertising campaigns. New attributes have been added such as Reason for Contacting, Information Desired apart from out of box lead atttibutes. As soon as user enters information and submits the form, data is transferred to the CRM and it has the provision for users to validate data as leads. Multiple landing pages can be created and monitored for performance. 3.2.3
Import bulk leads
If sales representatives have the data captured in an excel sheet, it can be imported into CRM by using the out of box data import functionality. 3.2.4
Manually create leads
Creating leads manually in CRM is straightforward. One can create lead either from the Microsoft Outlook client or web client.
3.3
Lead Allocation/Routing
Lead allocation by Sales Manager to Sales Person is purely manual. There is a dashboard “Team Workload” which appears only for roles “Sales Managers”. This dashboard contains the details of the number of leads each team member is working on, number of leads that are successfully converted into opportunities, and number of leads that are disqualified. The Manager can further drilldown by clicking on the chart. The Manager has the ability to view team member past performance since it also shows disqualified and qualified leads against each team member.
3.3.1
Lead Routing workflow :
The Lead Routing workflow routes leads originating from U.S. region depending upon State/Region information present on the form. If there is no region data present on the lead form, the workflow routes it to the Unassigned Leads queue. Since each territory has a manager, the manager can further assign to someone in his team with the help of the Team Workload dashboard. 3.3.2
Lead Scoring Workflow:
Lead scoring functionality is achieved by a workflow. The following factors are taken into consideration for lead scoring: 1. Completeness of address 2. Contact Numbers and Email 3. Number of Employees 4. Location of Lead 5. Annual Revenue There is a new integer attribute called “Lead Score” on the scale of 0 to 100. This attribute value will be incremented or decremented based on the above listed factors. 3.3.3
Lead scoring Workflow:
A workflow is triggered when a lead is created in the System. The initial lead score is 0. It will be incremented as follows. 1. If it contains all address fields, lead score will be incremented by 15. 2. If it contains any phone number, lead score will be incremented by 20. 3. If it contains Email, lead score will be incremented by 20. 4. If it has a website, lead score will be incremented by 5. 5. If there are 0-50 employees , lead score will be incremented by 5. 6. If there are 50-100 employees , lead score will be incremented by 10. 7. If there are 100-500 employees , lead score will be incremented by 15. 8. If it has more than 500 employees, lead score will be incremented by 20. 9. If revenue is between 0-1 million, lead score will be incremented by 5. 10. If revenue is between 1-10 million, lead score will be incremented by 10. 11. If revenue is between 10-100 million, lead score will be incremented by 15.
12. If revenue is more than 100 million, lead score will be incremented by 20. When a lead is created in the system, initially it calculates the lead score by using the above parameters. There is also a task created for the Sales Rep to contact the customer to get the details. Then the Sales Rep talk with the customer and complete the information which will update the lead score.
3.4
Opportunity Management
Once the lead is converted into an opportunity, it undergoes three pipeline stages. The pipeline stages are: 1. 2. 3. 4.
Qualification Discovery Proposal Negotiation
The attribute Pipeline Phase is not editable. In each stage, there is an activity created which has to be completed to advance to the next stage. The priority attribute is automatically changed according to the pipeline phase. If the opportunity is in the qualification stage then the priority is low, if it is in discovery then medium, and if it is in proposal or negotiation then the priority will be High. 3.4.1
Opportunity Assignment
Similar to Lead, the Manager can make use of the Team workload dashboard to determine the number of opportunities his or her team members are working on. The following chart is the Sales Manager’s view of the opportunities currently being worked on by his or her team. (This chart is part of the Team Workload dashboard)
3.4.2
Goal Management
The Sales Manager can set goals for each Sales Person and track them individually. To create a goal, navigate to the Sales area and click the “New” button. Goal metrics, time period, goal criteria and targets can be set. A goal can have child goals. Goal metrics of child goals will be rolled up to the parent goal. The following chart Is a manager’s view of the goal achievement by the team. (This chart is part of the Team Workload dashboard)
3.5
Quote/Contract Development
When the quote is created, a workflow will be triggered and an email notification is sent to the manager to approve the quote. The Sales Manager will approve or reject the quote by selecting the appropriate value for a custom option set attribute. The option set will have the options below:
Approved Rejected Pending
These options can only be changed by the Manager. When the Manager approves or rejects the quote, a notification email is sent to quote owner. If the Manager rejects the quote, and Sales person revises the quote, and the approval email will be sent to manager and the cycle repeats. New revisions of the quote will be generated. On approval, the quote gets activated automatically. The Sales person opens the approved quote and exportsthe Quote report in the apropriate format and emails it to the customer. Once the customer approves the quote, the Sales person creates the Order.
3.6
Contract Conversion
The Sales Rep creates an order for the customer. An automated email is sent to the customer informing him about the order generation and that an invoice will be sent in 48 hours. An email is also sent to the manager as a notification on the order generation. The Sales person generates the invoice and sends it to customer. The Sales Rep then marks the invoice as paid once the customer has made the payment and the opportunity closes as “won”.
4
RECOMMENDATIONS
1. Lead Routing workflow can be extended to accommodate routing functionality to new regions. 2. Lead Scoring workflow can be extended for parameters. i. ii.
Recent Activities for Lead Recent Updates for Lead
3. Data can be imported for all Countries and States.
5 5.1
APPENDICES
Proof of Concept Process Flow
The process flow of the five scenarios for Accelerated Proof of Conceptwith CRM Online are shown in the diagrams below:
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