One of our favorite clients, a large logistics company Nawinia, experienced difficulties due to the loss of a significant portion of its leads during processing.
Nawinia had been successfully working with Bitrix24 for a long time, and at that stage, the task was to automate the processes of the commercial department. Potential clients of the company make simultaneous inquiries to several competing companies. The speed of generation and delivery of commercial proposal plays a huge role. In other words, whoever delivers the proposal first has a better chance to transport the client's cargo.
We thought about the solution carefully, looking into the sales processes in full detail.
we were asked to develop seven processes for the commercial DEPARTMENT,
specifically:
product / subproduct principle for funnel creation
Responsibility - an employee of Presales Department.
Product of the funnel is the Client ready to cooperate.
The funnel receives cards with incoming inquiries from clients, as well as the results of the work of colleagues from the Commercial Intelligence Department. The task of a presale manager is to contact and thoroughly question the client about their needs, justify cooperation with Nawinia, and pass it on to the Sales Department.
Responsibility - an employee of Sales / Customer Service Department.
Product of the funnel is a sent and approved by the Client commercial proposal.
A manager's task is to draw up a commercial proposal. Send it to the Client and make sure that the Client received it.
The commercial proposal has to be approved.
Responsibility - an employee of Commercial Proposal Department.
Product of the funnel is contacts of decision-makers, a company's report, to pass on to the Lead Funnel.
The funnel receives inquiries from employees in other departments. The task of the scouts is to collect a report on the company, analyze the company’s data from various sources, find a decision maker and pass on the information to the Lead Funnel.
Responsibility - an employee of Sales Department.
Product of the funnel is the Client who has bought the Customer's transportation service for the first time and is happy.
The task of a sales manager is to obtain a transportation calculation with the help of the funnels-subproducts, to approve and conclude a contract, to get the first transportation and pass the client on to the Customer Service.
Responsibility - an employee of Customer Service Department.
Product of the funnel is the Client that regularly transports its cargo with Nawinia and is happy with the service.
The task of the Customer Service is to carry the Client's transportation through the funnel. The Customer Service manager has to plan the next deal.
Responsibility - an employee of Procurement Department.
Product of the funnel is different options of transportation calculations with optimal characteristics to be passed on to managers responsible for commercial proposal development.
The task of a procurement manager is to prepare and calculate optimal routes, give the information forward to managers to draw up a commercial proposal.
Responsibility - an employee of Customer Service Department.
Product of the funnel is a transportation service registered with Transport Management System (TMS).
A customer service manager has to register a transportation service with TMS. In the future, we are planning to develop an automatic data communication with TMS.
Automatically generated reports display all parameters of these processes in real time. Managers at various levels have access to information for better understanding of how things are going and for adjusting the workflow if necessary.
Reporting answers the following questions:
The most important result is that now every client receives a response to the request within 8 working hours. This has reduced the number of failed deals from 75% to 5-7%.
Additional effects:
We will be glad to solve your problems, especially if the are complex!
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