Possible scenarios:

1. Customer emails Sales Rep with an order inquiry or order request

2. Customer calls Sales Rep with an order inquiry or order request

3. Sales Rep discusses the order with Customer over phone or live

Future state draft:

In all 3 scenarios- Sales rep creates an opportunity in CRM system and creates a quote (proforma invoice+freight) and sends the quote to customer via email as enabled by CRM.

Options to be discussed:

1. Customer order inquiry or order request through web portal and level of information available to select (with integration to Oracle or pre-populated form fields)

2. Customer account management on web portal- Order history and Order status. Consolidated customer data in CRM can potentially can be used upsell/cross-sell opportunities

3. MS Outlook to CRM system integration for enhanced capability

4. Automate emails to new order case management in the CRM so that the order history contains email chain

Pre-requisites:

1. Oracle and CRM system data is clean

2. CRM contains all current customers; New customers are entered into CRM customer master before any orders are taken.

Email to Quote to Order time tracking and measurement: Options

1. Configure rules in outlook to flag emails from customers in CRM (integrated with Outlook).

2. Create an automatic Microsoft to-do for outlook emails that are flagged (see #1 above)

3. On daily basis receive an email containing a list of all outstanding CRM tasks (Microsoft Flow)

4. Each week receive a digest email of all new opportunities logged in CRM (Microsoft Flow). Request reporting.

5. Add an Outlook email to the SharePoint List if received from customers in CRM directory.

Quote to order

Objectives