This document will take you through the entire process in Salesforce of what the various departments are required to do when a Customer or Site Service Rep puts in a Capability and Sourcing Request in the ATS eCommerce Store.
One thing that is important to remember is that there is no real integration between the ATS Store and Salesforce on this form (other than bringing the form over and placing it in the queue.) Salesforce will not link it to an account, or pricing, or products, etc, so it is important that you link the information manually.
In the future, there will be dashboards to see the Capability and Sourcing Requests for the CSR, Pricing and Repair Teams. For now, you can begin by going to the Main Menu and choosing Capability and Sourcing Requests. That is where you will find the requests that have come in through the website.
1. Forms come into Salesforce from an integration. They are placed in the Capability and Sourcing Request Queue, and can be found on the Sourcing/Customer Service Dashboard.
- Data Verification time stamp is set
- Status is updated to “New Request Waiting”
- Email alert is sent to [email protected]
2. CSR changes the drop down to All IPS Sourcing and clicks on the Capability and Sourcing Request (C&S) number to open the file.
2.1. CSR working the request sets the status to “Data Verification in Process” and clicks the Mark as Current Status button.
2.2. CSR searches for to see if the account already exists in Salesforce. If the account does not exist, they create one.**
2.2.1. Enter the account information into the C&S.
2.2.2. **If the customer does NOT exist in Salesforce, please check ASTEA. If they don't exist there, reach out to the customer to get complete customer information before creating the account.
3. CSR verifies the data requested: Does the Product already exist in the system? If so, follow the steps in the box below. That will finish out the C&S Process.
PRODUCT IS ALREADY IN SYSTEM:
- CSR follows the current CPQ Process for quoting customer options based on data from the Product Record.
- Moves the Status to QUOTE and clicks Mark as Current Status.
- Create a Quick Quote (or uses the Quote supplied by the SSR) and records the Quote in the Quote # field on the C&S form when quote is sent.
- Salesforce updates Status to Quoted. This closes the C&S Request.
If it is a new product that is already priced, the CSR has the option of communicating with the SSR or Customer by phone or email.
4. CSR checks the Product Types that have been requested (New, Refurb/Surplus, Repair.) They then clone the C&S Request so that you have one record for each option that was requested.
How to Clone a Capability and Sourcing Request:
- Click on Clone in the upper right-hand corner.
- Under the Parent Request Field, click on the magnifying glass and find the original Capability Request form number.
- Scroll down past the Options Requested (that is merely showing you what the customer originally requested on the form -- leave as is.)
- Under the Options to be Priced/Sourced, click on the drop-down and select just one of the four options: New, Repair, Refurbished or Surplus. Notice that in this case, Surplus and Refurbished are separated.
As each C&S Request may following a different routing, the instructions for what to do next are below.
5. CSR creates a product record for each type that needs to be quoted.
We do this so that, even if we cannot repair or source this individual product, we will be able to build out our database with that information.
6. CSR ACTION: For each request record that was created, go to the following sections for specific instructions on that requested option:
- Repair Center (Kevin)
- Strategic/Non-Strategic Repair Supplier Required (Todd and Kay)
- Purchase Source Required (Larry)
REPAIR PRICING REQUIRED
7. CSR goes to the C&S Request that is for the Repair Option.
This will be the original C&S Request if the original request was for Repair only. However, if the customer requested all product type options, you will need to find the Clone that is for the Repair product.
8. In the body of the form, under Details, update the Options requested if necessary.
9. Scroll down to the Product Section and enter the Product ID under the Product heading.
10. Set the Repair Source to In-house Repair.
11. System moves the status to Repair Evaluation Required.
- The record is time stamped.
- An email alert is sent to Repair Center (Kevin) that an evaluation is needed.
If this is a product that we have never repaired before, or that usually has to be sent in for evaluation due to the multiple types and degrees of potential damage, the CSR will put in a Quick Quote (if necessary) triggering the RMA to have the part sent in for evaluation. Information on the quote number will be tracked in the C&S Form.
Remember, if the C&S was entered by an SSR, they will have entered a job in eRepairPro and that Job Number will go through the quoting process.
REPAIR CENTER
12. The person doing the repair sets the status to Repair Evaluation in Process and clicks the Mark as current Status.
- This will update the Repair Rep on the form to the person setting the status, and enter a time stamp.
What happens next is determined by whether or not we can fix the product in- house and whether or not the cost is known.
IN-HOUSE REPAIR, COST IS KNOWN
13. Repair Tech completes the Costing using the current process.
14. In the C&S form, checks the In-house capability checkbox.
- System updates the status to "Pricing Required"
- The record is time stamped.
- Email alert sent to Pricing Analysts notifying that price is needed.
IN-HOUSE REPAIR, COST IS UNKNOWN
15. Check the In-house capability checkbox.
16. Mark the ATS Cost as $0.
- System updates the status to "Quote"
- The record is time stamped.
- Email sent to CSRs that pricing is needed.
- From here the CSR would follow the quoting process
17. If this hasn't already happened, the CSR would create a quick quote using current process for evaluation quotes and the Quote into the Quote field on the Capability and Sourcing record once it has been sent.
- Status is updated to “Quoted”
- Email alert goes to all parties letting them know the quote was sent
REPAIR CANNOT BE DONE IN HOUSE
18. If repair cannot be completed in-house, the Repair Techs set Repair Source to “Strategic Supplier Repair”.
STRATEGIC/NON-STRATEGIC REPAIR SUPPLIER REQUIRED
- System updates the Status to “Strategic Supplier Evaluation Required”
- The record is time stamped.
- Email alert that strategic supplier is needed is sent to Sourcing
19. CSR sets the “Options to be Priced/Sourced” to “Repair”
20. CSR enters the product record that was created for this request in the “Product” Field
21. CSR sets Repair Source to “Strategic Supplier Repair”
- System updates the status to “Strategic Supplier Evaluation Required”
- The record is time stamped.
- Email alert that repair is needed is sent to buyers
22. Buyer sets Status to “Supplier Evaluation in Process”
- Repair Rep Name is updated to the buyer as they are setting the status
- In process time stamp is stamped
23. Under the Source Information section, set the Vendor Name
- Begin typing the vendor name in “Sourcing Vendor” field
- Click on vendor name if it comes up
- If vendor name does not come up
- Click “show all results for…” to see the complete list.
- Click on vendor name if it is on the list
- If vendor name is not on the list
- X out of the pop-up window
- Click back into the “Sourcing” field and click “New Sourcing Vendor”
- Enter the vendor name and other fields, and then click “Save”
- If vendor name does not come up
- Click on vendor name if it comes up
IF COST AND SUPPLIER ARE KNOWN, THE BUYER PERFORMS THE FOLLOWING:
24. Set “Sourced Condition” field to Repair.
- System updates the status to “Pricing Required”
- The record is time stamped.
- Email alert that pricing is needed is sent to Pricing Analysts (PAs)
25. Under the top section, enter the"ATS Cost."
IF COST IS UNKNOWN, THE BUYER PERFORMS THE FOLLOWING:
26. Set “Sourced Condition” field to Repair.
- System updates the status to updated “Quote”
- The record is time stamped.
- Email alert that pricing is needed is sent to Data Integrity Rep
27. Under the top section, enter $0 in the "ATS Cost" field.
28. At this point you would follow the Quote Evaluation process.
Purchase Source Required
At various points in the process the CSR may need to hand off to the Purchasing/Sourcing Team to have that information updated on the Capability and Sourcing Request.
Remember, one of the first things that the CSR does is create individual C&S Records for all types of products requested and then create individual product IDs for each product type.
29. The CSR then sets the status on each record to "Sourcing Required."
- The record is time stamped.
- An email is sent to the buyers.
30. Buyer sets the status to "Supplier Evaluation in Process."
- Buyer Name is updated to the person setting the status
- In process time stamp is stamped
31. From here, the buyer updates the following information:
- Under the top section:
- Set ATS Cost
-
Under Source Information:
- Set Vendor Name
- Go to Vendor list
- If Vendor does not exist, create one
-
Set Sourced Condition
- Choose from the drop-down
- Status is updated “Pricing Required”
- Record is time stamped
- Email alert that pricing is needed is sent to PAs
- Set Vendor Name
PRICING ANALYSTS
Pricing Analysts will receive an email that pricing is needed on a Capability and Sourcing request.
32. They change the status to “Pricing in Progress”
- PA Name is updated to the person setting the status
- In process time stamp is stamped
33. In the top panel under ATS Cost, they enter the price to charge the customer in the Customer Price field.
- System updates the status to “Quote” if for a Repair job
- Queue time stamp is stamped
- Email alert that quote is needed is sent to Data Integrity Rep
CUSTOMER SERVICE REP
34. CSR enters the Standard Price in the Product Price Book.
35. Creates/Updates the quote using current process for repairs and communicates the price for New/Refurb/Surplus Products.
36. If this is for a Repair, the CSR will enter the quote into the Quote field on the C&S Record once it has been sent.
- System updates the status is updated to “Quoted”
- Email alert goes to all parties letting them know the quote was sent
NO QUOTE
At any time, anyone in the process can mark the status of the request as “No Quote”.
- One reason to mark an item as a no quote would be because we are not able to obtain the item.
- In this situation, a zero cost is entered, the Status of No-Quote is marked.
37. A No-Quote reason must be provided.
38. This will close the request completely, so make sure you are closing the entire request, not just your part in it.
39. When marking the job as a No-Quote, an email will be sent to the CSR who originally marked the item as Data Verification in Process in step 2.1.
If, at a later date, you want to have the "No Quotes this Week" Reports added to your Sourcing/CSR, Lisa will reach out to Cyndi Jensen to get it added.
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