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E3 Entegral Solutions Group Members: Adegbenga Keleko Brian Pae Luisa Valls Jonathan Wilson Process: Customer Data Collection and Retrieval March 10, 2015.

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Presentation on theme: "E3 Entegral Solutions Group Members: Adegbenga Keleko Brian Pae Luisa Valls Jonathan Wilson Process: Customer Data Collection and Retrieval March 10, 2015."— Presentation transcript:

1 E3 Entegral Solutions Group Members: Adegbenga Keleko Brian Pae Luisa Valls Jonathan Wilson Process: Customer Data Collection and Retrieval March 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 Business Process Current Customer Data Collection and Retrieval Steps A 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 Accounting E3 Engineering & Construction E3 IT Send Invoices Process Payment Equipment Replacement Project Inspection Initial Survey Adjustments/ Troubleshooting Set up Remote Connectivity Send Invoices Process Payment Initial Survey Adjustments/ Troubleshooting Set up Remote Connectivity E3 Salesmen

5 Inputs Outputs Business Process Collect customer’s contact information Save in sales person’s preferred format/device. Customer Contact Data: Name Phone Number Address Customer Contact Data: Name Phone Number Address Process Transformation Sharing Contact Information Upon Request For : Billing Maintenance IT

6 Process StepActor 1. Provides contact information Customer 2. Collect customer information Sales Person 3. Saving/Store customer information in preferred format/device Sales Person 4. Request customer information E3 Employees: Sales, Construction, Administration, Performance Management 5. Share customer information Sales Person Business Process

7 E3 Salesperson E3 Accounting Meets Salesperson During Sales Call Meets Salesperson During Sales Call Collect Customer Information Collect Customer Information Provides Contact Information Provides Contact Information Request Customer Billing Information Request Customer Billing Information Information Available? Yes No Look for Sales Opportunities Store Information Preferred Format/Device Store Information Preferred Format/Device Share Customer Information with E3 Department Use Customer Information for Billing Look for alternate source Customer (School District) Customer (School District) Interested in Potential Project ? E3 Engineering & Construction E3 IT Request Customer Maintenance Information Request Customer Maintenance Information Request Customer IT Information Request Customer IT Information Look for alternate source Use Customer Information for Maintenance Use Costumer Information for IT No Yes

8 E3 Salesperson E3 Employee E3 Salesperson E3 Employee Customer

9 Inefficient Process: Steps required to get information Current process requires too many steps to complete. Time required to get information Current process takes too long to complete. Time required to retrieve information Retrieval of information depends on the availability of the sales person and his accessibility to it. Information Storage Location Information stored in multiple locations resulting in unnecessary duplications and possible errors. Access to updated customer information Updates to customer information are not automatically shared. Requests for lost/additional customer information Asking 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: o Recording customer interactions o Automating tasks and calendars o Track performance and productivity.

11 E3 Salesperson E3 Accounting Meets Salesperson During Sales Call Meets Salesperson During Sales Call Collect Customer Information Collect Customer Information Provides Contact Information Provides Contact Information Access Customer Billing Information Access Customer Billing Information Look for Sales Opportunities Store Information in CRM System Customer Interested in Potential Project ? E3 Engineering & Construction E3 IT Access Customer Maintenance Information Access Customer Maintenance Information Access Customer IT Information Access Customer IT Information No Yes

12 E3 Salesperson E3 Employees E3 EmployeesCustomer

13 Information System System 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.

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