A Day in the Life of a Sales Rep
Introduction to SAP Sales Cloud
Sales Force Automation (SFA) plays a key role as the one of the pillars in a Customer Relationship Management (CRM) solution. Did you know that SAP Sales Cloud has been placed as a leader in the 2019 Magic Quadrant for SFA by Gartner Inc.?
SAP Sales Cloud truly deserves the honor as it provides the comprehensive solution for multiple industries based on years of experience. The recent acquisition of CallidusCloud makes the pie even more attractive with products covering areas like Configure Price Quote (SAP CPQ), Sales Performance Management (SAP Commissions), and many more.
In this article, you will learn what SAP Sales Cloud offers for a sales rep and how the sales rep can benefit from this cutting-edge cloud solution.
Our User Story Background
Let me introduce the involved parties and then we can start our journey.
The company 'Almika' is a specialist in manufacturing high-tech hardware. It supplies hardware and services to its customers like 'Alpha Center'. Mike Summers is a sales rep working for Almika.
Please note, 'a day in the life” shows Mike's day using SAP Sales Cloud. This is not an explanation of a sales process. Additionally, don’t be confused that Mike shifts between different customers. We will show Mike’s work with light mode and experienced mode where the former only shows typical actions Mike must do and the latter shows possible actions Mike can do within SAP Sales Cloud.
First Glance: On the Way to Work
Mike often starts his work day before he enters the office because SAP Sales Cloud provides a universal experience on both PC and mobile. When Mike is on the road he uses his iPad.
The home screen shows the upcoming activities, recent tasks, Key Performance Indicators (KPIs), and other information he likes to dig into. All these tiles can be customized and personalized according to business needs. The data can be refreshed instantly, so he doesn’t worry that he might be looking at out-of-date data.
Inspect Leads in the Morning
Leads are usually created and managed by the marketing department. Sales reps might or might not be involved in this process depending on the company. In Almika, it is the responsibility of the sales rep to convert leads. Mike notices a potential deal marked as Hot.
Mike opens the lead to check feasibility. The lead lists the requirements with a valid contact. Mike decides to convert the lead to opportunity and will follow up later.
Mike usually creates an activity according to priority and schedule so that he can sort out his jobs. He knows that customers tend to be busy in the morning, therefore it’s better to contact businesses in the afternoon. Mike creates a task to remind himself.
Mike knows he will be notified on his mobile device or in his Microsoft Outlook because SAP Sales Cloud automatically ensures synchronization.
Follow Opportunities Before Lunch
Opportunity is the major object in SAP Sales Cloud. It contains most of the information regarding a specific case. In some way, it is the synonym of a project on which colleagues work as a team to win customer’s recognition.
Generally, an opportunity answers the following questions: WHAT, WHEN, WHO, WHY, and HOW.
- WHAT – An opportunity must have clearly identified which products a customer needs. Otherwise, it is an unqualified lead.
- WHEN – The sales manager will set the duration for each opportunity because it tightly relates to the pipeline, forecast, and performance.
- WHO – SAP solutions often refer to the entity Business Partner (BP) which can be either internal or external. Functionally, it can refer to customer contacts, legal entities, sales teams, or competitors. Those BPs have direct or indirect impact to an opportunity.
- WHY – All the scheduled and recorded work in an opportunity give the reasons why the customer will pay the bill.
- HOW – A practical methodology defines the sales phases and probability for the sales cycle. Recommended activities may be advised for each phase to safeguard the sales process.
This morning, Mike notices in his pipeline that one of his opportunities shows new progress. Alpha Center shows great interest in a new type of laptop, the SMB13, after having received the sales brochure.
Mike decides to visit the customer to collect detailed requirements. He involves his colleague Cook from the IT department by adding him into the opportunity. He then posts a feed to remind him.
Mike estimates the expected deal size and adjusts the probability to publish an accurate forecast.
Note: It is a good habit to create an activity for any arrangement. The activity adviser lists all of the recommended activities to move forward.
Each activity indicates an action item so that SAP Sales Cloud users like Mike, can work seamlessly anywhere, on any device. SAP Sales Cloud also provides an intuitive component to show all activities relevant to this opportunity. The so-called timeline vividly illustrates the interactions with the customer.
Complete Activities in the Afternoon
An activity is commonly used to record an interaction with other parties like meetings, visits, appointments, tasks, or more. These activities are transparent in Mike's Outlook calendar and his mobile devices. The task Mike created in the morning pops up with a notification that he is supposed to contact SuperMax at 1:00 pm. Also, Mike remembers that he will visit Alpha Center with his colleague Cook at 3:00 pm.
Mike has a pleasant call with the contact of SuperMax on his way to visit Alpha Center. He gets the clear idea about what SuperMax needs and confidently converts the lead to an opportunity. With the power of voice to text in Mike's mobile app, he quickly adds his notes to the task by voicing input.
At 4:00 pm, Mike's visit to Alpha Center leads to a good result with all doubts cleared. He puts an end to the appointment with a summary on his way back. The appointments document flow show the complete route of his sales process. Mike never worries about missing any valuable information now that he has SAP Sales Cloud.
Propose Quote on the Way Back
A quote stands for a formal proposal. It contains the products, pricing details, payment terms, delivery methods, and more. A quote is also the carrier for synchronizing with SAP ERP orders. Though an order can also be placed directly within SAP Sales Cloud, the quote is usually the last object that a sales rep is working on.
On the way back, Mike decides to issue an initial version to Alpha Center so that he can hold the opportunity proactively.
Although SAP CPQ is not a mandatory module in a CRM solution, Almika can provide tailored laptops by leveraging the power of SAP CPQ which has been integrated seamlessly within SAP Sales Cloud.
Mike opens the opportunity and configures the products for Alpha Center. Alpha Center need 15 laptops; 5 of them will be tailored to their management team having additional performance.
SAP CPQ supports completely customizable capabilities defining steps, dependencies, and restriction rules to fulfilling various business requirements. Additionally, it calculates the price at real time by considering multiple factors like corporate rebates, volume discounts, ongoing marketing campaigns, and more.
The result of SAP CPQ includes a structured product list, pricing procedures, and commission information to name a few of the things that are visible for Mike.
Mike is still working inside the opportunity. However, the quote can now be directly generated or updated from the embedded SAP CPQ module.
Now, Mike can move steps to quote. He wants to re-confirm the output and instantly mails out the document to his customer. Doing so may involve getting a special approval from Mike's manager. If special rules have been set for discounting, rebates, and other, note that these topics will be covered in another article.
From within SAP Sales Cloud, Mike sends out an e-mail with a PDF attachment of the quote.
There may be some back and forth if the customer changes his mind. However, SAP CPQ makes Mike’s job much easier. He doesn't need to manage plenty of files or check the dependent rules again and again.
Review Performance in the Evening
SAP Commissions is the industry-leading solution for managing incentives and compensation programs. Commissions are a significant reward to a sales rep’s due diligence.
Mike enjoys viewing the dancing digits after a hard day’s work. He can see his year to date earnings, his current achievements in short Mike can follow his positive tendency using the standard Commissions dashboard.
Actually, Mike knows what he can earn when configuring the products in each quote. SAP Sales Cloud automatically estimates the commission amount in real-time. Helpful incentivized tips will be shown to encourage sales rep to sell more.
In this article, we demonstrated a typical B2B process during which we revealed only parts of SAP Sales Cloud. There are many powerful functions worth deep diving into such as integration, business analysis, and machine learning. To learn more, please have a closer look at our other CX Works articles for SAP Sales Cloud.
We highly recommend that you request a demo of SAP Sales Cloud and try out the new leader from Gartner's 2019 Magic Quadrant for SFA!