Chapter 1 Overview of Lead to Order Process

Copyright © Oracle, 2007. All rights reserved.

Overview of Lead to Order Process Chapter 1 - Page 1

Overview of Lead to Order Process Chapter 1

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Overview of Lead to Order Process




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Objectives




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Oracle E-Business Suite

Oracle E-Business Suite

The Oracle E-Business Suite automates every aspect of your business - every department and every function - within your company: marketing, sales, support, finance, human resources, consulting, education, engineering, and so on. It automates functions that include procurement, order management, contracting, projects, supply chain, alliances, and many others. Oracle’s goals in engineering this automation were to:

• Integrate all corporate data and processes within a single database • To use only standard tools (HTML, Java, XML, and the Oracle database) • To accommodate all essential business processes while eliminating any need for

customization • To use the Business Process Execution Language (BPEL) to provide a map between

applications to orchestrate how the services created by an application should be used by other applications.

The “best of breed” approach attempts to automate processing within departments but Oracle E-Business Suite automates within and across departments to accommodate complete business flows.




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The major flows the suite is engineered to support include: • Campaign to Cash • Problem to Resolution • Order to Cash • Procure to Pay • Accounting to Financial Reporting • People to Paycheck • Forecast to Demand • Demand to Build • Project Proposal to Project • Develop to Launch

The suite also offers industry-specific modules and an information architecture which supports integration with complementary business systems. In this course, we will be learning about the objects that are part of the Campaign to Cash flow. This flow has the following sub-flows:

• Campaign to Lead • Lead to Opportunity • Opportunity to Quote • Quote to Order • Order to Cash




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Enterprise Roles in Sales Flow

Enterprise Roles in Sales Flow

There are several enterprise roles in the Oracle E-Business Suite sales flow: • Sales Manager

A sales manager is the administrative professional in charge of sales campaigns and the overall sales plan of an organization.

• Sales Administrator The Sales Administrator role enables a sales group member (such as an administrative assistant, or other support team member) to have access to all leads, opportunities, customers, and contacts to which the manager of the sales group has access.

• Sales Representative A sales representative, also known as a sales agent, typically answers customer inquiries online, in person, or via telephone. This person may also set up quotes, proposals, and perform some administrative tasks with opportunities and leads.

• TeleSales Agent A telesales agent is a sales representative who interacts with the customer via telephone. This person, for example, would use Oracle TeleSales to interact with customers.




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Two Types of Customer Relationships

Two Types of Customer Relationships

Customers for an industry can be both end consumers as well as organizations. Selling to customers who are the end users of a product or service (known as B2C selling) can require the same support for complex selling processes as is required when selling to organizations (known as B2B selling). Oracle Sales provides a complete solution for managing leads, opportunities and customer information for both kinds of transactions.

Scenarios supported in Oracle Sales Oracle Sales can be configured to support B2B only scenarios, B2C only scenarios, and blended scenarios where both B2B and B2C features are enabled. The B2B features are enabled out of the box and an implementing organization may use OA personalization to enable product features to suit B2C only or blended scenarios. The E-Business Suite uses a common data model (Trading Community Architecture) for addressing both types of relationships.




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Oracle Sales Flow

Oracle Sales Flow

The following are examples of scenarios within the sales flows: • Customers show interest and change their mind, therefore a lead does not progress to an

opportunity. • A telesales campaign prompts telesales agents to make outbound calls; the lead is

generated and converted to an opportunity. • A customer adds information to an iStore shopping cart and requests a quote from a sales

person. Note there can be many different variations to the sales flow.




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Oracle Sales Flow: Sales Campaigns

Oracle Sales Flow: Sales Campaigns

The Sales Dashboard is a tool for sales managers to: • Create and execute Sales Campaign Schedules • Explore the install base and historical customer data • Mine the data for cross-sell and up-sell opportunities • Distribute supporting sales kits to sales users • Review the leads generated from the sales campaign schedule




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Oracle Sales Flow: Capture/Convert Leads

Oracle Sales Flow: Capture/Convert Leads

A lead is an expressed customer interest that a sales agent uses to determine whether there is potential for a sales opportunity. Leads are intended to capture the initial contact with potential or existing customers, gathering just enough information to inform a sales organization whether there is sufficient interest on behalf of the buyer to make a lead worth pursuing.




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Oracle Sales Flow: Manage Opportunities

Oracle Sales Flow: Manage Opportunities

An opportunity is a sales deal that can be forecast. Opportunity management is used to track information about the products a customer has expressed an interest in buying. Opportunities differ from leads because the expected revenue from the sale can be tracked, as can the likelihood of closing the deal. Opportunities can also be used as the basis for allocating sales credits towards quotas, and quotes can be created from them.




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Oracle Sales Flow: Create Forecast

Oracle Sales Flow: Create Forecast

Forecasting is a quantitative tool used to predict the amount of sales for a specified time period. Forecasting can be used by individual sales representatives or in a consolidated form by managers, to commit the amount of sales they predict will close by the end of the forecasting period.




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Oracle Sales Flow: Prepare Proposal

Oracle Sales Flow: Prepare Proposal

You create proposals to position a product or service as a possible solution to a customer’s business need. The creation of proposals is based on pre-determined templates, allowing you to use pre-existing content, and standardized document layouts, as well as information stored in the database during the sales cycle. Proposals can be created from:

• The Proposals page • A quote in the Quote Details page • An opportunity in Oracle TeleSales or Oracle Sales • A customer in Oracle TeleSales or Oracle Sales • A lead in Oracle Sales

If a proposal is created from a quote, opportunity, customer, or lead — the corresponding information is carried over from the source object to the proposal. If the proposal is created standalone from Oracle Proposals, the information must be manually entered.




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To create a proposal, select a template from a list of templates that an administrator has provided and configure the proposal details.




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Oracle Sales Flow: Prepare Quote

Oracle Sales Flow: Prepare Quote

Quoting functionality provides sales agents with the ability to communicate prices, discounts, and special offers associated with an item which is part of a sale. Oracle Quoting calculates and stores pricing for each item, estimates associated shipping and tax costs, and passes the information to Order Management at order placement. Order Management then determines fulfillment of the order. Assumptions: There are a number of processes that can precede this flow:

• Lead to Opportunity in TeleSales or Sales • Inbound call to Lead for TeleSales • Outbound call to Lead related to Sales Campaign • Shopping Cart from iStore to Contract

There are a number of processes that can occur following this flow: • Quote to Warranty or Extended Warranty • Quote to Order • Order to Shipment (or Drop Shipment)




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• Insight to Campaign Plan • Product Trade-in to Order • Service Request to Entitlement for Depot (or Dispatch)




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Oracle Sales Flow: Place Order

Oracle Sales Flow: Place Order

The above flow is a basic order flow. The order process will vary depending upon implementation parameters and whether the order is placed through Oracle iStore or Oracle Quoting. Oracle iStore Orders The following is the basic flow for Oracle iStore orders:

• After placing items in the shopping cart, the customer selects the Checkout button from the shopping cart.

• Enters shipping and billing information. • Reviews terms and conditions of the order. If the terms are acceptable, the order is placed.

If the terms are rejected, the sales assistance process is initiated, and the cart becomes a quote in Oracle Quoting.

• Optionally, the customer can also request sales representative assistance before placing the order. In this case, the sales assistance process is initiated, and the cart becomes a quote in Oracle Quoting.




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• The customer clicks the Place Order button, and the order is submitted to Oracle Order Management.

Oracle Quoting Orders The following is the basic flow for sales representatives using Oracle Quoting:

• Creates a new quote or retrieves an existing quote • Adds products to the quote and verifies pricing • Verifies customer, shipping, and billing information • Selects Place Order to submit the order into Oracle Order Management




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Oracle Sales Flow: Close Opportunity

Oracle Sales Flow: Close Opportunity

Close an opportunity by setting its status to Close. You use one of the following entry points to close an opportunity:

• Sales Dashboard > Top Opportunities table > Click Full List > Select an opportunity from the list or search for an opportunity to access the Update Opportunity page

• Sales Dashboard > Shortcuts > Click Opportunities > Select an opportunity from the list or search for a opportunity to access the Update Opportunity page

• To close the opportunity on the Update Opportunity Page, choose a close status in the Status field, choose a Close Reason, and save the changes.

• You can also close an opportunity from Oracle TeleSales by choosing a Close Reason in the Opportunity’s Win/Loss tab.




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Oracle Sales Flow: Submit Forecast

Oracle Sales Flow: Submit Forecast

After editing the desired forecast values, users can submit the forecast to the sales manager. Once a worksheet is saved or submitted, Oracle Sales will calculate Judgment for each forecast value. Judgment is calculated as the difference between the product category forecast value entered in the Forecast Worksheet, and the corresponding value in the Opportunity Forecast Summary. Judgment helps you to determine the difference between a salesperson's forecast and the actual pipeline for that product category, which can indicate a forecast is incorrect.




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Summary




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Documents

Chapter 1 Overview of Lead to Order Process