Presentation on theme: "Process: Customer Data Collection and Retrieval"— Presentation transcript:
1 Process: Customer Data Collection and Retrieval E3 Entegral SolutionsProcess: Customer Data Collection and RetrievalGroup Members:Adegbenga KelekoBrian PaeLuisa VallsJonathan WilsonMarch 10, 2015
2 E3 Entegral Solutions What do they do? The company works on energy efficiency projects mainly for school districts in Texas.The majority of the projects are self-funding, where the savings pay for the cost of the new equipment.
3 Current Customer Data Collection and Retrieval Steps Business ProcessCurrent Customer Data Collection and Retrieval StepsA project is sold by E3’s salesmen to school districts in TX.Salesperson collects contact information from different departments within the school district.The contact information is saved and allocated in a format and/or device according to the salesperson’s discretion.Other E3 employees request the contact information from the salesperson in order to provide them with service.
4 Sharing of Information E3 SalesmenE3 AccountingE3 Engineering & ConstructionE3 ITSend InvoicesProcess PaymentEquipment ReplacementProject InspectionInitial SurveyAdjustments/ TroubleshootingSet up Remote Connectivity
5 Business Process Outputs Inputs Transformation Process Collect customer’s contact informationSave in sales person’s preferred format/device.TransformationCustomer ContactData:NamePhone Number AddressSharing Contact Information Upon Request For :BillingMaintenanceITProcess
6 Business Process Process Step Actor 1. Provides contact informationCustomer2. Collect customer informationSales Person3. Saving/Store customer information in preferred format/device4. Request customer informationE3 Employees: Sales, Construction, Administration, Performance Management5. Share customer information
7 Customer (School District) E3 SalespersonE3 AccountingE3 Engineering & ConstructionE3 ITMeetsSalesperson During Sales CallLook for Sales OpportunitiesNoCollectCustomerInformationInterested in Potential Project?Request CustomerBilling InformationRequest CustomerMaintenance InformationRequest CustomerIT InformationStore InformationPreferred Format/DeviceYesProvides ContactInformationNoInformationAvailable?Look for alternate sourceLook for alternate sourceLook for alternate sourceYesShare Customer Information with E3 DepartmentUse Customer Information for BillingUse Customer Information for MaintenanceUse Costumer Information for IT
9 Inefficient Process: Steps required to get information Current process requires too many steps to complete.Time required to get informationCurrent process takes too long to complete.Time required to retrieve informationRetrieval of information depends on the availability of the sales person and his accessibility to it.Information Storage LocationInformation stored in multiple locations resulting in unnecessary duplications and possible errors.Access to updated customer informationUpdates to customer information are not automatically shared.Requests for lost/additional customer informationAsking customer for contact information repeatedly can create a bad company image.
10 Proposed Process Improvement Implement a customer relationship management (CRM) system to help manage customer information.CRM system will hold all customer information in one central location.System will be available to E3 salesmen through mobile CRM apps so they can easily enter customer information as they collect it.E3 employees will have access to customer information.Other functions include:Recording customer interactionsAutomating tasks and calendarsTrack performance and productivity.
11 Customer E3 Salesperson E3 Accounting E3 Engineering & Construction E3 ITMeetsSalesperson During Sales CallLook for Sales OpportunitiesNoCollectCustomerInformationInterested in Potential Project?YesAccess CustomerBilling InformationAccess CustomerMaintenance InformationAccess CustomerIT InformationProvides ContactInformationStore Information in CRM System
13 Information SystemSystem stores customer information in one central location.System available to sales people through their mobile devices and online.This new process no longer requires sales person’s participation during customer data retrieval.E3 employees have access to system for customer data retrieval at any time.Information is available for current/future reference.