...

• Making available all information to the SalesReps and their managers (details of volume, price, expiration date, etc.) at any time.
• Managing the complete approval process in SFDC
• Setting an automatic reminder before the expiration date.

The process follows these statuses:

Image Added

Contract Management in the CRM aims at:

• Capturing key contract elements that are important for the Sales and marketing teams in their interactions with the Account (especially on long term contracts, for the new KAM taking over from KAM who had negotiated the contract)
• Managing the Approval process with automatic triggers to pre-defined approvers (based on contract complexity / value qualifiers)

It is not aiming at describing all contractual elements constituting the contract and it is not aiming at storing the contract itself, these two parts being the responsibility of the Legal family with their complete Contract database managed in the "Contrathèque".

Definition & use cases 

...

2. Data Model & security

Data model

We do not use the standard object "contract" because its visibility is liked to the account visibility. In the core CRM, accounts are shared across GBUs, that means that contracts could also be seen by every users. So we create a custom object Contract:

1. Contract header is centralizing the information of the contract:
   1. Sold to account Or Non Buying Customer account (ex: Michelin Siège Social in which the contacts /e signing parties are located)
   2. Start Date
   3. End Date
   4. Contact who signed the contract for the customer
   5. Solvay contact who signed the contract
   6. etc.
2. Contract line item store the specific information for each product 
   1. Product
   2. Volume
   3. Price
   4. etc.

Related Objects

...

• Open Activities: allow to log activities (task, event).
• Visit Reports: allow to link visit report to a contract.
• Activity history: display all activities.
• Approval history: track all step of approval.
• Contract History: track field updates.
• Files: allow to attach document to the contract.

...

Contract security model

...

Note that specific visibility & accesses settings are managed with the standard button "Share". 

3.

...

Contract custom buttons & features

...

"

...

Clone"  button

This button triggers the same flow as during opportunity creation. It allows to add a new opportunity product in the same opportunity.

"Update Forecast" button

• Step 1: The users has to select the opportunity product forecast he wants to update.

• Step 2: The section Business potential of this opportunity product is displayed in edit mode.

In edit mode, the button mass copy copies the volume and the price of the 1st line in all lines.

"Clone opportunity" button

The cloning functionality  allows the opportunity owner and the opportunity team member(s) to clone the opportunity as-it-is, with same product information and opportunity team members. Note that the source opportunity ID is displayed in the field "cloned from".

"Get quotes from initial Opp"

This button works only for cloned opportunities. The user can clone one or several quotes linked to the source opportunity and linked them to the cloned opportunity. All the information of the quote and the quote line items are cloned.

"Create quote"

Generate a quote pre-filling all information of the opportunity and opportunity products.

Opportunity product buttons

"Update Product"

This button triggers the flow as during opportunity creation. It allows to update the opportunity product.

"Back to opportunity"

Redirect the user to the opportunity page.

"New End Use Request"

Allow to the user to request a new end use creation if he thinks the end use does not exist. This request must be approved by M&S.

"Synchronize with Commercial Roadmap"

Allow to synchronize your opportunity product with the commercial roadmap without waiting for the daily batch.

4. Specific rules & automation

Opportunity Creation 

Any sales rep can create an opportunity, even if not in the Account Team. Opportunity can only be linked to an SAP Customer or a Non SAP Customer . The sequence also includes adding product with details (target price, UoM, etc.), the market segmentation and the forecast. Some rules are implemented in the flow:

• The currency set by default correspond to user's preference.
• The unit of measure set by default correspond to the one of the product selected (formula).

Field History Related List on the Opportunity

Status Management

The following rules have been defined regarding the management of the status of an opportunity:

• At creation, the opportunity can be created in any stage of the process.
• The opportunity can by-pass one stage, (e.g. move from stage 1 to 3).
• The opportunity can move back in its stages (e.g. from industrial to lab testing).

Opportunity Closing Steps

Different steps must be completed when closing the opportunity:

• If the opportunity is WON, a Customer Service Representative must be defined in the Opportunity Team.
• When the user closes his/her opportunity as LOST, a screen appears and asks for:
  • The Won/Lost review (mandatory), useful to give context and feedback on the opportunity.
  • Competition Known? (Yes/No) (picklist – default value = None).
•  If the Competition known is “No”, then the opportunity is saved with the won/Lost review.
•  If the Competition known is “Yes”, then the flow moves to a second screen asking to create a Competitive Insight. Once the user saves the competitive insight, the opportunity is saved.

• Finally, after saving, the close date is automatically updated with the today date and opportunity cannot be edited anymore by the sales rep. Plus a notification is automatically sent to the CSR defined in the opportunity team (only if the opportunity is WON)

Dummy product Limitation

When the sales rep has selected a product with reference “Product not known yet”, he/she must update the product with a valid product reference before closing the Opportunity as “Closed WON”.Lost Opportunities do not require valid products before being closed. Note that it is impossible to select a dummy product when the opportunity record type is “Product Qualified”.

Contribution Margin

In product information section, 3 fields are used to manage the contribution margin (CM):

• CM Calculation Method: picklist defining in the master method for the CM is in % or in Amount.
• Contribution Margin (%).
• Contribution Margin (Amount).

When user defines the CM Calculation Method as “%”, on the field “Contribution Margin (%)” is available. After saving, the system will calculate the Contribution Margin in amount and fill in the field. When user defines the CM Calculation Method as “Amount”, similar behavior is expected. Finally, the CM Calculation Method defined in the Product Information screen will be copied in the business potential table. 

Opportunity Product Level

At opportunity product selection, after having created the opportunity, user is able to select the product from level 4 or level 5.

Opportunity Team Member Creation

Opportunity Team member creation can be done by any sales having edit access to the opportunity. The CSR from the account team will be automatically put in the opportunity team. (only the CSR corresponding to the GBU handling the Opportunity is set if more than one exist).

There is no synchronization afterward (if the Account Team changes, no automatic modification on the Opportunity Teams).The 2 CSR Roles must be taken : "Customer Service Representative" and "Customer Service Representative (SAP)" and the role must remain the same (if it was SAP on Account, keep it on Opp).

Opportunity Team Management

Opportunity Team management can be executed from the Opportunity Team Related List, either by using the current User’s Default Account Team, or by adding the individuals to the Opportunity Team:

• Add (add users to the Opportunity Team)
• Add Default Team (add default Opportunity Team users)
• Display Access (only system admin can display the type of access the users have)

The user’s default Opportunity Team is a group of users defined by the user that helps the user quickly add multiple people at once.

5. History

Product information section on Opportunity product used to be a custom object because the visibility of the section was different of the visibility of the rest of the opportunity. Today visibility is the same so all fields have been re-created in opportunity product and all features plugged on the previous custom object are/will be plugged on opportunity product directly.

Until Spring17 release we had a third record type "recurrent business". This record type has been deactivated, and recurrent business is now handled with quotes.

is standard. It copies all the data of the source record.

"Sharing" button

This button is standard, it allows to manually share the record with specific users.

"Submit for approval" button

This button is standard, it triggers the approval process.

4. Contract approval processes

Some GBUs have implemented one or several approval processes for contract management. All users involved in the approval processes are displayed in the section "Approval Users" on the layouts. In the approval, some users need to validate and others are just informed by email.

• The duration is calculated with the fields Duration of commitment in months.
• The value is based on the field “Annual value”.
• The commercial managers are organized by region.
• The zone general managers are organized by region too.
• The PLM depends on the product, it's manage with email mapping rules.
• The region will be the account region.

The approval process depends on the contract type:

Sales of good

Aroma approval matrix

Image Added

5. Price Lists management

Price list are managed using the standard related list Files:

1. The user upload his document with Files
2. The user share his document with a chatter group which contains all people who need to access the price list.

Using chatter group allow to send a notification each time a price list is loaded AND we make sure chatter group members cannot see the contract itself. Using Files also allows to manage versioning easily.

6. Specific rules & automation

Contract generated from a quote

When a contract is created from a quote some fields are pre-filled with the information of the quote:

• Visibility ← quote visibility
• GBU ← quote GBU
• BU ← quote BU
• Account Name ← Quote account
• Incoterm ← quote incoterm
• Currency ← quote currency

Quote line items are also created with the information of opportunity products:

• Product ← quote line item product
• Volume from ← quote line item volume from
• Volume to← quote line item volume to
• Unit of Measure ← quote Unit of Measure
• Price ←  quote Price per UoM
• Location ← quote line item location
• Incoterm ← quote line item incoterm
• Currency ← quote line item currency

Note that to generate a contract from a quote, the quote's status must be "accepted".

Field History Related List 

7. History

6. Lightning

 Components

Contract Team:

The component replace the related list. It displays contract team members and allow to manage the team (add, edit remove members).