Sales to Care and Solution Control by marcus

Sales to Care and Solution Control by marcus https://padlet.com/marcus_wong/rn391s0z5wgf en-us 2016-08-16 18:39:46 UTC 2016-08-16 18:39:46 UTC hello@padlet.com ADSL Qualification is not done in SF  as it does not link to Qual tools - Bell, TELUS, NOVA - and is not entered into SF - diff regional Qualification processes - both ASR and CSE/TA perform Quals https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476793 2016-08-16 18:38:56 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476793 Inquiry is not linked to a Sales Opportunity in SF, its created under a SF Customer RCID Account https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476794 2016-08-16 18:37:56 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476794 Use of PSI to create inquiry/firm requests for different product types causes duplicate effort and/or missing information in SFDC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476795 2016-08-16 18:15:55 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476795 CSE/TA does NVT check and submits inquiries for ON Enterprise in SF (fibre services) or PSI for exception products https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476796 2016-08-16 18:37:06 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476796 Existing ON Enterprise CSE/TA differences: https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476797

CSE/TA does NVT check and submits inquiries for ON Enterprise in SF (fibre services) or PSI for exception products

Inquiry is not linked to a Sales Opportunity in SF, its created under a SF Customer RCID Account

SF not track inquiry status or results, have to look in FOX for inquiry information, Inquiry results are provided via email to CSE/Sales

ADSL Qualification is not done in SF as it does not link to Qual tools - Bell, TELUS, NOVA - and is not entered into SF

Depending on Qty. of qual, the doer changes

Different regions have different ADSL Qual steps; BC not use NVT info but rest of country does, in addition to the applicable Regional Qual Tool

PRI is direct to FIRM, no SF inquiry is created, unless required by NVT, which is less than 5% of requests in ON Enterprise area

Currently ASR submits COT to CSE/TA for populating into PSI and emails PSI # back to Sales

Currently TA submits needed NBR request and emails results back to ASR

When PRI is rolled out into SF the process will change, who will create the needed NBR?

SF Product Templates be cleaned up; some products are missing Required Technical questions for the CSE to fill in and some products ask Irrelevant questions

]]> 2016-08-16 18:07:12 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476797 which order entry Team uses which order entry Tool? https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476798 2016-08-16 18:34:54 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476798 What changes will be allowed for the Products currently not in Scope for SF?  Eg. IPT product https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476799 2016-08-16 18:19:35 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476799 determining who does what https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476800 2016-08-16 17:24:51 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476800 Does not account for orders submitted by TELUS Service Desks, CSM, CSE - MAC activity current process map https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476801 2016-08-16 18:17:50 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476801 Resources marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476802 2016-08-16 18:19:15 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476802 System marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476803 2016-08-16 18:22:21 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476803 Other marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476804 2016-08-16 18:26:00 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476804 Lack of business readiness team for Sales  https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476805 2016-08-16 17:25:16 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476805 TBS marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476806 2016-08-16 18:23:44 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476806 Enterprise Solutions marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476807 2016-08-16 18:23:20 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476807 Bus Solutions East marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476808 2016-08-16 18:22:56 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476808 who are order submission follow up status questions to be addressed? https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476809 2016-08-16 18:22:50 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476809 Technical Sales Solutions marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476810 2016-08-16 18:22:08 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476810 Training marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476811 2016-08-16 18:21:33 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476811 Communication marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476812 2016-08-16 18:21:29 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476812 Roles marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476813 2016-08-16 18:20:55 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476813 Process marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476814 2016-08-16 18:20:43 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476814 Sometimes we push work the CSE/TC as it is internal technical versus client technical (IPT) https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476815 2016-08-16 18:20:38 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476815 how are MAC orders to be submitted https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476816 2016-08-16 18:20:19 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476816 MACD process should have more direct to care options for products like IP https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476817 2016-08-16 18:19:58 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476817 Simplify the process for MACD handoff https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476818 2016-08-16 18:19:07 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476818 Products in SFDC need to be cleaned up, not clear of names in SFDC vs actual names of service (hosting, Business Internet speeds no longer used, grandfathered products not removed) https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476819 2016-08-16 18:17:58 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476819 Unique feature asks for voice services (i.e. RTM sizing/ IRL, addition of Service Saver, PS-ALI) require order generated to KANA queue as opposed to SFDC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476820 2016-08-16 18:17:37 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476820 my team does not engage ECMM for contract creation (ECB) https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476821 2016-08-16 18:17:10 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476821 how will orders be handed off to SE, currently all work received in email (in AB) https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476822 2016-08-16 18:16:00 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476822 https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476823 2016-08-16 18:15:30 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476823 Multiple work flows require IFM team members to manage requests for the same product in different ways https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476824 2016-08-16 18:12:34 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476824 All products should be in SFDC that are in SRT https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476825 2016-08-16 18:14:57 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476825 Comments from SR do not transfer to WR so that there is duplication of comments https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476826 2016-08-16 18:14:51 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476826 Process MAP is a big stretch for products not in the traditional product set https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476827 2016-08-16 18:14:39 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476827 Entry point differences (SFDC vs. SRT) cause differences in visibility of current status by upstream teams https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476828 2016-08-16 18:13:28 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476828 TC/CSE should be able to hand off to Care directly rather than going back to SET or BSA https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476829 2016-08-16 18:14:13 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476829 Most TELUS/ customer agreements are custom agreements...non ECB generated https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476830 2016-08-16 18:10:08 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476830 Lack of Executive will to resolve issues and allocate needed resources to do so https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476831 2016-08-16 17:25:07 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476831 what are the additional updates/info required from SE in FMO to make BSA service request doable for BCX back office https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476832 2016-08-16 18:13:25 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476832 PRI template completion - completed by different groups and should reside with Care https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476833 2016-08-16 18:13:24 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476833 PRI Template noted as a difference and possibly a problem as its different but from a TC/CSE perspective its a best practice as it enables self enablement for clients to provide their content and not via emails or phone.  Less chance for error and better use of telus resources https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476834 2016-08-16 18:12:53 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476834 Not all inquiry tools are in SFDC (NOVA, NVT, etc). Not able to create bulkload requests as with PSI https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476835 2016-08-16 18:12:27 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476835 We should built out the sales box to more then one box and include CSE/TC support there https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476836 2016-08-16 18:12:07 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476836 cost approval not getting the right individual the first time and then submitted back so team continue work https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476837 2016-08-16 18:11:15 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476837 confusing to SET to know when to follow S2C / Solution Control and or variation thereof https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476838 2016-08-16 18:10:05 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476838 Once service is sold, SRT provisioning questions are not easily available https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476839 2016-08-16 18:09:30 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476839 Going to PH should remain with Sales as we are negotiating rates with them https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476840 2016-08-16 18:08:47 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476840 TBS ON Care completes PRI technical information in SFDC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476841 2016-08-16 18:06:49 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476841 BSA/SE engagement via SF vs Kana- no role to assign https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476842 2016-08-16 18:08:13 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476842 Solution control not currently leveraging Sales Opportunity https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476843 Sending emails instead of Sales Opportunity ]]> 2016-08-16 18:06:50 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476843 Fibre Inquiries done by Verna - not BSA/ASR https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476844 for Enterprise not Former TBS ON space as the ASRs do it]]> 2016-08-16 18:07:19 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476844 Product templates need to be updated to reflect service types i.e. change vs out etc https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476845 or upgrade]]> 2016-08-16 18:07:00 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476845 need more headcount or move members over https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476846 2016-08-16 18:07:10 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476846 mapping incorrect https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476847 2016-08-16 18:06:35 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476847 https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476848 As part of pre-sales cycle, I was told that prequalification of services cannot be done through SFDC...i.e. RFP response/ sole source response]]> 2016-08-16 18:06:02 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476848 bulkloading capabilities in SFDC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476849 2016-08-16 18:06:14 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476849 The product templates need to have mandatory fields with audits built in to better provide clean & necessary information for downstream https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476850

]]> 2016-08-16 17:45:53 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476850 We need to leverage SFDC to show / provide completion notice of each of the key milestones for the swim lanes shown in the rough Visio process https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476851 2016-08-16 17:52:35 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476851 Not all customers move orders via SFDC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476852 2016-08-16 17:37:00 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476852 We do not have the same roles across all teams https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476854 2016-08-16 17:24:54 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476854 process changes too frequent https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476855 2016-08-16 17:24:27 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476855 Lack of Roles and Responsibilities alignment Nationally.  https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476856 2016-08-16 17:24:12 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476856 Instructions: Write the issues that you feel contribute our business problem of lack of alignment of business workflow process from Sales to Care marcus_wong https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476857 2016-08-16 17:15:55 UTC https://padlet.com/marcus_wong/rn391s0z5wgf/wish/118476857