1. OneView Country Lead Manager September, 2011

2. 2 Training Objective The purpose of this training is to define the roles and responsibilities of Country Lead Managers in the lead process within OneView. Additional lead training manuals are available to provide a general overview of the lead process for all OneView users and a separate manual that focuses on the roles and responsibilities of OneView Regional and Country Administrators.

3. 3 Session Content Lead Overview –What is a Lead? –Lead Process Overview –Lead Personnel –Types of Leads / Samples –Lead Form Buttons Country Lead Manager Roles & Responsibilities My New Leads – Admin Only Portal Lead Assignment & Qualification Lead Closure Lead Conversion Lead Reports Glossary Frequently Asked Questions

4. Lead Overview

5. 5 What is a Lead? Basic Definition: A lead is a person or company that has an interest to purchase a product or service. A lead may be an existing customer that wants to purchase additional products or services or a completely new person or entity that we have never done business with historically. OneView Definitions: Sales Lead – Developed by a non-marketing user – The Lead includes information on: – Shipper – Consignee – Product and trade lane information Marketing Lead – Developed by a Marketing User – The Lead includes information on: –Company address –Contact information – Always the result of a marketing project or activity

6. 6 Lead Process Overview

7. 7 Lead Personnel –Lead Creator –Person that entered the lead into OneView –Any licensed user can create a lead in OneView –On the lead form referred to as the Sender’s Name (Creator of the Lead) –Country Lead Manager / Assignor –Person that is responsible for receiving and reviewing all leads coming into a specific country for their business unit and division –Any licensed user can be designated as a Country Lead Manager by their OneView Regional Administrator –A single person may be a Country Lead Manager for multiple countries in the same business unit and division –i.e. John Doe can be the Country Lead Manager for GIL Freight and Logistics for the US, Canada and Brazil –On the lead form referred to as Assignor –Lead Qualifier (Account Manager/Receiver’s Name) –Account manager that is assigned a lead by the Country Lead Manager/assignor to review and qualify –Any licensed user can be assigned a lead to qualify in OneView –On the lead form referred to as Account Manager/Receiver’s Name

8. 8 Types of Leads Sales Leads: –Developed by Non - Marketing User –Requires information on both Shipper and Consignee –May be developed as a result of a Marketing Project –Business and Shipment information included All leads (sales and marketing) follow the same lead process. Marketing Leads: –Developed by a Marketing User –Requires only information on either Shipper or Consignee, not both –Always developed as a result of a Marketing Project –No Business nor Shipment information included

9. 9 Lead Samples Sales LeadMarketing Lead Sales leads contain information on both shipper and consignee companies while marketing leads only contain information on one company.

10. 10 Lead Form Buttons –Close Lead –Terminates the lead (indicating that it should not be pursued) –Convert –Converts the lead into a company/opportunity record –Assign –Used by Country Lead Manager to assign the lead to an Account Manager to qualify/pursue –Re-Open –Re-opens a closed or converted lead –Only accessible to Advanced Users –Send –Forwards the lead to the appropriate Country Lead Manager –Send and Create Duplicate –Useful if you receive multiple leads from the same shipper or consignee –Forwards the lead to the appropriate Country Lead Manager and creates a copy of the lead to edit as needed to send another, new lead Different buttons will be enabled and disabled on the lead form based on your role and the stage of the process the lead is in. Fast Fact

11. 11 Lead Form Buttons Continued –Lead Overview Report –Prints out the lead –Only available on the sales lead form –Save and Close –Allows you to work on the lead form, save it and automatically closes the form after saving to allow you to come back to it at a later time –Lead does not get forwarded to the Country Lead Manager –Save –Allows you to work on the lead form and save it to come back to it at a later time –Lead does not get forwarded to the Country Lead Manager

12. Lead Reception

13. 13 Lead Process Overview After the lead is sent by the lead creator, it automatically gets forwarded to the appropriate Country Lead Manager based on the business unit & division listed on the lead form and country where the company is located (for sales leads based on company to approach)

14. 14 Lead Reception by Country Lead Manager –Once the lead creator submits the lead, it automatically gets forwarded to the appropriate Country Lead Manager –The Country Lead Manager will see the lead in their My New Leads – Admin Only Portal –In some instances, the Country Lead Manager will receive an e-mail notification in addition to having the lead appear in their My New Leads – Admin Only Portal –Receipt of the E-Mail is dependent on the Country Lead Manager’s profile preferences which are set-up by the OneView Regional Administrator –The Country Lead Manager should action the lead within 72 hours of receipt by: –Assigning it to an account manager to qualify/pursue –Closing the lead to indicate that it should not be pursued further –Converting the lead into a company/opportunity record (s) –The Country Lead Manager will automatically be designated as the account manager but the /company record may be re-assigned by the OneView Regional Administrator to someone else

15. My New Leads – Admin Only Smart Portal

16. 16 My New Leads – Admin Only Smart Portal –Provides a quick and easy way to view leads coming into your country for your business unit and division –Is not anchored and must be manually added to your home page –Leads in this portal are still waiting to be actioned by the Country Lead Manager Any pending leads (not closed/not converted) that are assigned to a user who becomes un-licensed in OneView will re-appear in the My New Leads – Admin Only Portal for you to review and action Quick Tip

17. 17 Adding the My New Leads Admin Only Portal to the Home Page –Click the Personalize button on the bottom right of your home page –Select Leads from the Channel Drop Down list –Select My New Leads – Admin Only and click the paper icon with a (+) to add it to your home page –Click Save and Close at the bottom of the page

18. 18 Lead E-Mail Sample to Country Lead Manager – New Email Alert Country Lead Manager Hi Country Lead Manager, Lead Creator from United States has created a new Lead in OneView. Please click on the below link to view this Lead. The Lead will also be visible via the "My New Leads - Admin Only" smart portal on your OneView homepage. http://oneviewuat.agilitylogistics.com/epower/Rda ui.htm?test_master&http://oneviewuat.agilitylogis tics.com&form=0x8000000000000287&record=0 x000000000000F88F If you have any questions relating to this assignment please contact Lead Creator. New Lead E-Mail Alert –Indicates that a new lead has been received for his/her country/division –Indicates the name of the lead creator who entered the lead into OneView –Provides a hyperlink to the lead in OneView The Country Lead Manager will not automatically receive email notifications about new leads unless he/she tells the OneView Regional Administrator to indicate on their profile that they want to Receive Lead E-Mails. Quick Tip

19. Lead Assignment

20. 20 Lead Assignment –The Country Lead Manager can assign a lead to any licensed user in OneView: –Enter a name in the Account Manager’s/Receiver’s Name Field –Use the magnifying glass icon to run a search on the employee name –Use the drop down list to select the employee name –Click Assign –Upon assignment, the following will occur: –The lead will no longer appear in the My New Leads – Admin Portal –An e-mail will be sent to the account manager assigned the lead and the lead will appear in his/her My New Leads Portal –An e-mail will automatically be sent to the lead creator indicating that the lead was assigned To Run an Employee Quick Search with the Magnifying Glass Icon: 1)Click the magnifying glass 2)Select the search criterion – Contains or Starts with Starts with is selected by default 3)Type the employee name 4)Hit Enter or click Search 5)Select the employee from the search results by clicking the right facing arrow next to the name Quick Tip

21. 21 Lead E-Mail Sample to Lead Creator – Lead Assignment Lead Assignment –Indicates the name of the account manager assigned to follow-up or qualify the lead by the Country Lead Manager –Provides a hyperlink to the lead in OneView Sent: Friday, May 06, 2011 1:33 PM To: Lead Creator Subject: OneView Alert - New Sales Lead Hi Lead Creator, Your Lead Kurabo created on 5/31/2010 6:04:50 PM has been assigned to Account Manager John Doe. Please click on the below link to view this Lead http://oneviewuat.agilitylogistics.com/epower/Rdaui.htm?test_master&http://oneviewuat.agilitylogistics. com&form=0x80000000000001C4&record=0x0000 000000002452 Sample E-mail

22. 22 Lead E-Mail Sample to Account Manager – New Email Alert Account Manager / Lead Qualifier Hi Account Manager, Country Lead Manager from United States has assigned a new Lead to you in OneView. Please click on the below link to view this Lead. The Lead will also be visible via the "My New Leads" smart portal on your OneView homepage. http://oneviewuat.agilitylogistics.com/epower/Rd aui.htm?test_master&http://oneviewuat.agilitylo gistics.com&form=0x80000000000001C4&recor d=0x000000000000F83D If you have any questions relating to this assignment please contact Country Lead Manager.. New Lead E-Mail Alert –Indicates that a new lead has been assigned to him/her –Indicates the name of the Country Lead Manager that assigned the lead –Provides a hyperlink to the lead in OneView

23. Lead Closure

24. 24 Lead Process Overview A lead may be closed by the Country Lead Manager.

25. 25 Lead Closure – Closing the lead means that the lead is not being pursued any further – To close the lead: –Click Close Lead –Enter closed reason using the drop down list –Click Save (bottom right of lead form) – An e-mail automatically sent to the lead creator/sender of the lead indicating that the lead was closed with the closed reason Once a lead is closed: 1. The lead status will change to closed 2. The lead will be removed from the My New Leads Admin Only Smart Portal 3. The lead can be accessed or viewed using a leads search Quick Tip

26. 26 Lead E-Mail Sample to Lead Creator– Lead Closure Lead Closure –The lead can be closed by the Country Lead Manager or the account manager –The email explains why the lead was closed –Provides you the name of the person who closed the lead, in case you want or need to follow up Hi Lead Creator, The Lead La Palma Racquet Sports created on 6/9/2011 2:05:00 AM from Country United States was closed. The reason for closure : Duplicate. Please click on the below link to view this Lead. http://oneviewuat.agilitylogistics.com/epower/Rdaui.htm?test_master&http://oneviewuat.agilitylogistics. com&form=0x80000000000001C4&record=0x0000 00000000F88E If you have any questions relating to this assignment please contact Account Manager name. Sample E-Mail

27. Lead Conversion

28. 28 Lead Process Overview A lead can be converted into company/opportunity record (s) by the Country Lead Manager

29. 29 Converting the Lead –In order to convert the lead into a company/opportunity record (s) do the following: –Click Convert Button on the Lead Form –OneView performs a duplicate company check using sound-ex values to identify similar records already in the system –If potential duplicates are found, a series of screens will display asking you to identify if a match exists –If the company already exists in OneView, select the company record and click Match to link the lead to the existing company record under the History Tab –If the company does not already exist in OneView, click No Match

30. 30 Converting the Lead Continued –If the company record does not already exist, a new company record will appear with some information pre-populated from the lead form –Enter any missing mandatory information (designated with an orange dot) required to save the newly created company form –Click the Save Button on the Company Form –The system will ask if you want to create an opportunity, select Yes or No –Click Yes to create an opportunity record at that time by filling in any missing mandatory information on the opportunity form and clicking Save –Click No if you do not want to create an opportunity record at that time

31. 31 Converting the Lead Continued –On the History Tab of the company profile, you can access and open the lead under the Lead History Section –You can access and open the lead form here

32. 32 Lead E-Mail Sample to Lead Creator – Lead Conversion Lead Conversion –Indicates that the lead was converted into a company and/or opportunity record –Provides a hyperlink to the lead in OneView –Provides the name of the user who converted the lead Hi Lead Creator, The Leads High Heel Shoes created on 6/8/2011 4:06:27 AM from Country United States was converted. Please click on the below link to view this Lead. http://oneviewuat.agilitylogistics.com/epower/Rdaui.htm? test_master&http://oneviewuat.agilitylogistics.com&form =0x80000000000001C4&record=0x000000000000F83E If you have any questions relating to this assignment please contact Account Manager. The lead creator will not automatically have access to the company record. To gain access to the company record, the lead creator needs to be added to the Agility Account Team Grid on the company record by the Account Manager. Quick Tip Sample E-mail

33. Lead Reports

34. 34 ReportFeaturesSample Report Lead Overview Report – Only available for sales leads (leads sent from non-marketing users) – Provides a print out of all information entered on a lead – Accessed from: – the lead form itself (via a button) – Reports Business Object – Leads Business Object – Reports - All Reports Tab Incoming and Outgoing Leads Report – Provides a count of leads from various/specified origin countries to various/specified destination countries – Accessed from: – Reports Business Object – Leads Business Object Reports - Reports - All Reports Tab Lead Reports

35. 35 ReportFeaturesSample Report Leads – Invalid leads by Create User – Provides a summary of the total number of closed leads by lead creator, organized by closed reason – Accessed from the Reports Business Object Leads – Lead Status by Create User – Provides a list of Leads by Create User within an user defined date range by lead status. – Accessed from: – Reports Business Object – Leads Business Object Reports – Reports - All Reports Tab Lead Reports Continued

36. 36 ReportFeaturesSample Report Leads – Leads Assigned to Account Manager – Provides a list of leads assigned to an account manager – Accessed from the Reports Business Object Lead Reports Continued

37. Glossary

38. 38 Glossary Assign – Designating an account manager to qualify or follow up on a lead to see if it is a valid business opportunity or if it should be closed (not pursued) Assignor / Lead Receiver – Person who reviews all leads sent to their country and division and decides if the lead should be closed, converted or assigned to an account manager Close – Decline to Pursue Convert – Create a company and/or opportunity record (s) from a lead record Create User – The user (sales or marketing) who enters or creates the lead in OneView Lead – A business opportunity for Agility with new or existing customers Vertical Industry - used to designate the occupation, work or trade the company is engaged in (source freedictionary.com)

39. Frequently Asked Questions

40. 40 Frequently Asked Questions What is a lead? A lead is a business opportunity for Agility to obtain revenue from existing or new customers. Who can create sales leads in OneView? Any licensed user can create a lead in OneView. Depending on the user’s duties, the form may look different, i.e. if they are a marketing user or a sales user. Who can designate a Country Lead Manager in OneView? The OneView Regional Administrator designates Country Lead Manager (s) for countries in their region and division. What are the responsibilities of a Country Lead Manager? A Country Lead Manager is responsible for receiving all the leads sent to that country (for the Country Lead Manager's business unit and division) and decides how to action the lead according to three options: –Assign the lead to a sales person to qualify/follow up –Close the lead/ prevent it from progressing any further and entering a closed reason –Converting the lead into a company and/or opportunity record(s)

41. 41 Frequently Asked Questions Continued How many Country Lead Managers should a country have? At minimum each country should have one Country Lead Manager for each business unit and division. The current requirement is for each country to have two Country Lead Managers, one for Freight and Logistics and one for Project Logistics. Can a country have more than one Country Lead Manager? Yes a country can have more than 1 Country Lead Manager for the same business unit and division. At minimum each country should have 2 Country Lead Managers, one for Freight and Logistics and one for Project Logistics. Who can be designated as a Country Lead Manager? Any licensed user can be designated as a Country Lead Manager. Does a Country Lead Manager also need to be designated as an OneView administrator? No. A Country Lead Manager does not also have to be a OneView Administrator.

42. 42 Frequently Asked Questions Continued How do you identify a Country Lead Manager? It is up to the discretion of eachregion/ country as to how they identify the Country Lead Manager (s), however, generally practice is for the country leadership to designate a person or person (s). How does a Country Lead Manager know when he/she receives a new lead? The user can tell his/her Regional Administrator that he/she would like to receive an e-mail notification whenever a new lead is received. The administrator will make the appropriate adjustments to the user’s employee profile to indicate that preference. In addition, all Country Lead Managers should add the My New Leads - Admin Only Smart Portal to their OneView Home Page. All new leads will appear in that portal.

43. Thank you