Flashbay:Office Staff Manual

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Introduction

Netsuite is the CRM/ERP software we use to manage all of our sales processes, accounting, order fulfilment etc. As a salesperson you will need to be conversant with several of its features related to CRM and order scheduling.

Access your Netsuite account by going to http://www.netsuite.com/ and clicking 'customer login'.

Image(www.flashbay.de/images/manuals/images/netsuite_login.jpg)

CRM Terminology

CRM - Acronym for 'Customer Relationship Management'.

Record - An entry into a CRM system containing information. An invoice, sales order, contact and customer are all examples of record types.

Parent record - a record to which 'child' records refer. For example, an invoice record will always belong to a customer record. The invoice is therefore the child and the customer the parent in this case.

Customer - a business/organisation that has transacted with us

Lead - a potential customer. Note a 'Lead' and 'Customer' are the same record in Netsuite, just that a customer record has a sales order belonging to it.

Sales Order - Transaction that records a commitment by us to sell items and/or services to a customer

Invoice - Itemized statement of money owed to us for goods and/or services rendered

Dashboard - Summary screen of customers’ sales orders, invoices and statistics

Contact - A child record of a customer containing information on an individual within the parent company (customer record).

Virtual Proof - A record which visually shows how a logo should be positioned on a product. The record contains a 'proof image' and the artwork used to create it plus additional artwork information such as pantone references and branding technique.

Leads - the basics

In Flashbay, a lead is a company/organisation potentially interested in purchasing our products and services. A lead represents the first stage of the sales cycle.

It is important to note that Flashbay does not sell to private individuals. Remember that sole traders are businesses and should not be confused with private individuals.

Additionally, Flashbay does not supply companies/organisations that: Sell any USB memory products on any website under their control (even if they wish to source all their products from Flashbay) Have a website or websites dedicated to USB memory products

Before accepting providing a lead with a quote it is necessary to thoroughly check their website(s) to ensure that they are do not fulfil the above criteria. Pay particular attention where the potential customer is a Reseller. Please also refer to the section on Competitors

Where do they come from:

- Flashbay's internet marketing - Flashbay's other marketing campaigns (mail outs, email marketing, print advertising) - You reviving interest from old, existing customers. - You cold calling new departments/offices/locations of existing customers - You cold calling new suitable companies/organisations - Happy customer referrals

How are leads assigned?

- new leads you gain yourself from your cold calling/networking are, of course, assigned to you. - new leads coming via our website are assigned equally between current sales team members of the applicable territory (excludes people on holiday). - new leads coming via phone go to the first sales team member available to take the call. - across the company, there are multiple sales teams selling to different countries. Unless special circumstances apply, you should not deal with leads outside your designated sales territory.

Relationship between Flashbay, the salesperson, and the lead/customer.

- Leads and customers are all the property of Flashbay. - In essence, Flashbay 'rents' leads to the salesperson. In return, we expect you to convert these leads into 'customers' by way of an order. - Once you have converted a lead to a customer, that customer will remain under your management, as long as this is in the best interest of the customer and Flashbay.

Lead Aging and the '9 Month Guideline'

Once a lead is assigned to you, Flashbay will generally allow you 9 months to convert that lead into a customer. If after this time the lead has not ordered, Flashbay may re-assign that lead to another Flashbay sales rep. This helps to prevent dead assets accumulating in your lead portfolio, and allows new sales reps a chance to develop a customer portfolio of their own.

Duplicates

Later in the manual, you will learn more about 'duplicates' and how to prevent them by searching in our CRM software. Please note however that before you start dealing with a 'new lead', it's essential to check whether another sales rep already deals with that very company.

Netsuite - Leads

New Lead Notification

A new lead is generated each time a first-time enquirer submits an enquiry via Flashbay's website enquiry form. Netsuite evenly distributes new leads amongst all salespersons of each country sales teams. You will receive an automatic email notification when the lead has been assigned to you.

When an existing lead/customer submits an enquiry, Netsuite will automatically recognise this if they use the same company name, and email the notification to the currently assigned salesperson.

NOTE: Sometimes a customer may use a different spelling of their company name when submitting an online form - this will lead to a duplicate problem. Thus, when you receive a new lead automatically, your responsibility is to check whether it is a duplicate of an existing lead/customer using the Netsuite global search function. If it is, inactivate the lead, and pass it to the account manager of the master (original) lead/customer in Netsuite who will answer the customer's enquiry. This quick check, each time you receive a new lead is important to prevent you stepping on the toes of another Flashbay salesperson as well as creating customer confusion and in many circumstances a loss in profit.

To see your leads in Netsuite click: Lists > Relationships > Leads

Use the Global Search function to find the record of an existing lead/customer.

You will find full details of the enquiry on the notification email you receive.

Manually entering a new lead into Netsuite

There are a couple of other ways in which you will receive new leads:

1) Forwarded email originally sent to contact@flashbay.com

2) By Telephone

It is important to check whether a lead/customer already exists in Netsuite before manually creating a new lead. The information you save about the lead should be completed in the format outlined below.

To manually create a new lead click: Lists > Relationships > Leads > New

You need to enter at least the following data into the new lead record:

Company Name: Ensure capitalisation and spelling are accurate - the company’s true name and not their trading name should be entered.

Category: Blank by default (more info below on customer categories)

Phone: Omit 00 or + before country code and leave no spaces between numbers. e.g. 442073717333 is how our office number should be written.

Alt. Phone & Fax: Enter in the same format as phone number if information is available.

Email Address

Payment Terms: By default, the payment terms of a new customer are set to advance payment. If a lead is converted into a customer, an advanced payment invoice will be emailed to the address saved in the above field.

Territory: This dictates the language which documentation will be sent to contacts.

Click ‘Save’ once you have completed the above fields.

Now move on to setting up the contact record which belongs to the customer record you just setup.

Creating a New Contact

All contacts of a lead/customer should be set up in Netsuite, even if their email address is saved on the global record. Click ‘New Contact’ and fill in the fields accordingly. Only email addresses saved under the Contacts section of the General tab in Netsuite are able to gain access to the website’s Customer Centre.

Netsuite - Customer Categories

For the purposes of Netsuite, we essentially supply 2 types of customers – resellers and 'final customers'. There are a few settings in Netsuite to be aware of when managing resellers. If you are unsure of the lead’s nature of business, it is recommended to view their website to find out more information. This will help differentiate the lead between a reseller and a 'final customer'.

If you are dealing with a reseller, the ‘Category’ field in their Netsuite record should be set to Reseller. The category for 'final customers' should be left blank or set to Education if applicable. The latter will make it easier for anyone viewing the record to know they are looking at that of an educational establishment.

Netsuite - Customer Preferences Tab

There are 5 fields in the global record Preferences tab. By default they will all be set to Yes.

General Newsletters? Untick this box if you wish for the customer's contacts to never receive newsletter emails.

Post Order Marketing Drip? Untick this box if you wish for the customer's contacts to never receive periodic order reminder emails.

Reseller Price Update Untick this box if you wish for the customer's contacts to never receive automatic price updates.

Auto Credit Control Untick this box if you wish for the customer's contacts to never receive automatic invoice payment reminders.

There is also a Preferences tab in every contact’s profile. The same options are available here; however any settings that you alter will affect the individual contact ONLY and not all contacts on the global record.

Netsuite - Scheduling a Sales Order

Introduction

The process of scheduling a sales order is much easier if you begin by updating the parent customer record with the correct currency, VAT number, billing address, shipping address, contacts etc.

To initially create the sales order record, first go to the lead/customer record in Netsuite.

Press the Sales Order button as above, and you will be directed to a new page (see image above if you cannot see the button).

Field by Field Guide

Your blank sales order should look like this:

Items Tab

(i) Add items using the appropriate product code (product codes can be found on the website or price list). Check that you have selected the correct memory size and colour

(ii) Enter required quantity

(iii) Enter agreed unit price

(iv) Select the correct Tax Code:

VAT: S for UK and EU countries where no valid VAT number is provided

VAT: ES for all EU countries if a valid VAT number is provided

VAT: CH for Switzerland

VAT: AU for Australia

VAT: NO for Norway

VAT: O for other countries outside the EU

Various VAT codes apply for sales to North American customers. Consult your team leader for detailed information.

(v) Enter the respective virtual proof number or click on the double arrows to load a list of virtual proofs belonging to the customer.

(vi) Click Add to insert more items, otherwise click the Address tab.

Address Tab

Each order requires a billing and shipping address. Click the drop-down menu to either enter a new address; select a previously used address; or to customise a previously used address.

Shipping Tab

(i) Leave the Ship Via field as "Delivery" or set to "FREE DELIVERY" as appropriate

(ii) Enter the agreed charge for Shipping

(iii) Check the Shipping Tax Code is correct.

Job Detail tab

Enter any information specific to the order in Job Notes. If the order is for a reseller remember to write ‘please ship under plain cover’. Examples of other types of information that should be included in Job Notes would be:

a) Print quantity A using PR----1 and print quantity B using PR----2

b) 2 shipping addresses. Ship 100 units to shipping address and ship 50 units to:

A N Other 1234 ABCD Street ABCD United Kingdom Tel: 44123412341234

Job Notes for most standard orders should be left blank. There is no need to repeat obvious information in this area.

Deadline

A deadline must be specified on each order. You must pay particular attention to lead times when communicating with customers to avoid deadline problems. The standard lead time of each product is shown on the website. You should consult Operations(operations.cn@flashbay.com), to confirm whether we can achieve a deadline within the standard lead time if your order is over 3,000 units or has items/services falling outside our standard offering.

PO number

If your lead/customer supplies their own order reference, add this to the PO # field. This reference will subsequently show on their invoice.

Double check

Refer to the Sales Order Check List and cross reference your entry meticulously with the confirmation email received from your lead/customer to avoid mistakes.

Netsuite - House Keeping Your Records

Introduction

Whether you are a new salesperson taking over someone else's customer accounts or an experienced salesperson, there are times when your customer data in Netsuite needs some cleaning up or 'House Keeping'.

Here are some common tasks you should do once in a while to keep things in order. Before reading further ensure you know how to edit records in Netsuite in 'list edit' mode.

Price Levels

Aim: Every Customer or Lead Record should have a Price Level assigned.

Why: So you know what you quoted your customer previously, so customer can login to the customer centre and see their personalised prices, so we can conduct email marketing and send customer the correct price list, so someone can quote customer if you are ill, so we can keep activities standardised and efficient.

How: View your list of customers in Netsuite, then select this drop down box to 'Without Price Level' to see which records need their price level set. Edit in list edit mode.

Image(https://www.flashbay.de/images/manuals/images/netsuite_house_keeping.jpg)

Contacts

Aim: Every Customer or Lead record should have at least 1 contact record associated with it. Of course if there are more contacts in the company you know of, these should be added too.

Why: Other than the obvious reason of saving this important data, this record is important in our marketing efforts.

How: View your list of customers in Netsuite, then select this drop down box to 'Without Contact' to see which records need a contact adding. Edit in list edit mode.

Company Names

Aim: Company Names should be accurate with correct capitalisation. Additionally the name should reflect the true company's legal name and not their 'trading' name.

Why: Customers see how their name looks in the customer centre, on marketing emails, on invoices. Best to display it correctly.

How: View your list of customers in Netsuite, ensure you are in 'list edit' mode, then go down the list to correct any bad data. Edit in list edit mode.

Incorrect data

Aim: Sometimes we get people who fill in online forms with bogus information or fake company names. You should inactivate these customer records.

Why: Because we don't want to count them as real customer accounts assigned to you if they are not.

How: View your list of customers in Netsuite, click edit on bad records and inactivate them. Never inactivate legitimate leads or customers!

Duplicates

- see dedicated section on duplicates.

Netsuite - Duplicate Records

How do they occur?

From the online customer form:

Occasionally a contact from an existing lead/customer will submit an enquiry, but enter their company name slightly differently to what we have saved in Netsuite. When this happens, a duplicate record is usually generated. The first thing you need to do when viewing a new lead is to check whether it is a duplicate.

Human error:

Salesperson does not thoroughly check whether a lead is already in Netsuite before manually creating a new one.

Why are they a problem?

The existence of duplicate records can cause problems in any company, and you should always act to minimise the risk of their creation and eliminate them when discovered.

Example:

Customer 'X-Ray Systems' is duplicated as 'C1324 X-Ray Systems' and 'C7287 xray Systems'.

Master record: C1324 X-Ray Systems, has 3000 Euro trade credit with Flashbay setup in the financial tab of the customer record.

Duplicate record: C7287 xray Systems, has 3000 Euro trade credit with Flashbay setup in the financial tab of the customer record.

Outcome: Flashbay is exposing itself to additional unknown credit risk. An inexperienced salesperson could unknowingly schedule orders on both accounts which together total over 3000 Euro value, but neither credit limit would be reached.

Other problems may include that the customer cannot login to the customer centre, the salesperson cannot see the complete order history in Netsuite etc

Discovering Duplicate Records:

Here are 2 common ways to discover duplicate records while going about your normal duties.

1) By searching in the global search to discover 2 matching customers:

2) When viewing a customer record and seeing the Netsuite duplicate warning

How to Eliminate:

Email your respective team leader to eliminate any duplicate records you encounter.

Autotexts

Introduction

Autotext is a system which allows the recycling of useful blocks of text in your emails. You can select autotext in Zimbra when composing an email by clicking on "Text Parts".

The use of autotext has a number of benefits:

(a) Emails are quicker to write

(b) Tried and tested email texts can be continuously reused and improved

(c) Some email texts can be standardised across the company

(d) Whole groups of employees benefit from the best texts from an individual

(e) The process of creating autotexts encourages a thought process which refines the content.

Limitations of Autotexts

Autotexts are not supposed to replace independent thought and individually directed communication. An autotext provides the backbone for an email response to an often occurring situation.

You must ensure that you elaborate on an autotext with an individual touch directed at the recipient. From a customer perspective, receiving an email which reads like autotext does not give you confidence that your specific concerns are being properly addressed.

For example, rather than send the same sales text to all new leads, a salesperson should open most sales emails with a personal sentence specific to the company they are emailing. This will increase the conversion ratio a great deal.

Bad opening sentence beginning with autotext:

Dear John,

Many thanks for your enquiry please find below information relating to your enquiry.

Good opening sentence with personal opening sentence then autotext:

Dear John,

Many thanks for your enquiry - we can definitely meet your requirement for delivery a week on Friday. We have actually supplied another NHS department recently and they were very happy with their order.

(begin usual autotext here...)

The Price List Tool

Introduction

The 'Price List Tool' allows you to generate a price list for almost any quoting situation.

Note the tool is external to Netsuite and has no effect on any data in Netsuite.

Show me the tool

You get to the price tool in 2 ways:

1) Through the customer record 2) Through team views

The 1st method automatically sets the price tool to the correct language, price level and currency of the customer record. This is just to save you time, but of course the settings can be changed at any time on the price tool.

You may wish to add a link to the tool in your language to your browser 'favourites' or 'bookmarks'.

Remember that if you send a customer a price list at, for example at Level 8, that you then should update the customer record in Netsuite to show 'Price level 8'

Some basic rules:

(a) Never send anyone outside Flashbay a link to this tool.

(b) Don't inform your customers how we make the price lists, or let them know about our system of using 'price levels'.

(c) Price lists must be distributed to your customer in PDF form.

(d) PDF creation is done on your computer, so it is your responsibility to ensure that the print settings and PDF creation settings are correct, so that the price list displays correctly.

Price Levels

Here is a table to give you some orientation about what level is suitable for a particular customer. However a pricing decision is based on many factors and at all times you must aim to maximise your margin (and thus your commission).

Cheapest

Level 0 - Reseller, orders weekly, is efficient, low hassle and in constant touch with the cheapest competition Level 1 Level 2 Level 3 - Entry level price for Reseller with good potential. Don't go lower than this price unless you know exactly what you are doing. Level 4 Level 5 - Price list for a casual reseller, marketing company, or perhaps a final customer who is looking around at the competition. Level 6 Level 7 - The 'Standard Price list', for a new final customer Level 8 Level 9 Level 10 Level 11 Level 12 Level 13 Level 14 Level 15 Level 16 Level 17 Level 18 Level 19 Level 20 - Price for Premium customers who are price unaware, or very demanding.

Most expensive