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UNDER WRITING
Version Control
| Version | Date | Description | Author |
|---|---|---|---|
| v.1 | 19.03.2018 | Creation | Sophie Millet |
| v.2 | 04.06.2018 | Version update Lightning | Sophie Millet |
Reference Documents
| GBU | Business Rules and Queue Members |
|---|---|
| Aroma Performance | |
| Coatis | |
| Fibras | |
| Novecare | |
| Performance Polyamides | |
| Peroxides | |
| Silica | |
| Soda Ash & Derivatives | |
| Special Chem |
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A Webform is the record of an interaction from a prospect/customer from the Web (Solvay.com)
There are different forms available on Solvay.com :
Specific product inquiry forms
4 forms available to request a sample, a quotation, a documentation or a general question
In that cases, the product has been identified/selected by the prospect/customer and the WebForm is directly assigned to the GBU contacts.
General Request form
The Product/GBU is not known
The case will be analyzed by the Customer Information team (SBS OtC Delivery) and then transmitted to the GBU Contacts.
Use cases
Webform process has 4 main steps which are as follows:
Webform Registration | The WebForm registered by the prospect/customer is received into Salesforce |
| Webform Analysis & Assignment | There are 2 cases (depending on the information selected/registered by the Visitor/Prospect on Solvay.com)
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| Webform Treatment | Different options depending on the Webform case relevancy :
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| Webform Closure | Once the case has been treated it should be closed. |
Webform Registration
Specific product inquiry forms
A customer accesses solvay.com website and navigates to the Product Finder. (to test : Product catalog QA website)
The customer selects a product to check product details, and contacts Solvay using webforms to :
- request a sample
- request a quotation
- ask for documentation
- ask a general question
General request form
A customer accesses solvay.com and asks direclty directly a question without selecting a product in the catalog
Coatings form
A customer accesses solvay.comCoatings website and asks direclty a question without selecting a product in the catalogrelated to a product line selected depending on a range of business functionalities.
Webform Analysis & Assignment
Once submitted, the form is transferred to SFDC using the Salesforce Web-to-Case feature and directly routed to a Queue, depending on the GBU related to the selected product or business functionality. When the email provided in the form is an existing contact's email in SFDC data base, the contact and the account are automatically added to the webform record.
An acknowlegment mail is automatically sent by SFDC using the customer email address, and a mail notification is sent to the queue members.
Webform Treatment
An internal user (Solvay employee with an active SFDC license) processes the webform record:
Investigation
- Assign to himself
- Generate a new prospect & a new contact
- Generate a contact
- Submit for approval
Review
- Answer the webform by email
- Convert to :
- An opportunity
- A sample request
- A customer request
While performing those activities, the user may also :
- Clone the webform
Webform Closure
Closed : When the WebForm is closed and an answer has been given to the prospect but there is no follow-up
Closed – Accepted : When a WebForm has been converted into an Opportunity or a Case (Sample request or Customer Request). This status is automatically updated when the WebForm is converted.
Closed – Rejected : When the WebForm is closed without answer to the prospect
The Webform process is divided into 4 different Phases and 6 different Status.
2. Data Model & security
Main objects
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Contact
- Case: Standard Salesforce Object to store and manage all general information regarding a Webform, or a Customer Request / Sample Request created against the Webform
- AccountsAccount: Standard Salesforce Object to manage the information about the Customer related with the Customer Requestto the Webform
- ContactContacts: Standard Salesforce Object to manage the contact person from the CustomerCase Team
- Product: Standard Salesforce Object to manage all the actors related to the Customer Request Process and to manage accessibility to the Casethe Product (all levels) that is related to the Webform
- Opportunity Products: Standard Salesforce Object to manage the Product Level 3 that is related to the Customer Request
Customer Request Security Model
- Opportunity created against the Webform
Webform Security Model
Who can create? |
Solvay.com website automatically creates webforms, no internal user is allowed to create webforms (except Product info team) | |
Who can see? | Any user belonging to the QUE-Webform public group can see all |
webforms |
Who can update? |
| Any user belonging to the QUE-Webform public group can update any webforms | |
Who can delete? | A |
Webform cannot be deleted. Only the System Administrator (SBS) can delete a |
Webform |
3.
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Webform Custom Buttons & Features
Custom Buttons
"Send Final Communication" Button
On the Processing phase, the User responsible for the communication to the Customer must send Communication Email to the Client with the Proposed Customer Response. The user can send the email by clicking on the “Send Final Communication” button. In addition to the predefined Contact, the user can also input any valid email address as CC, select the Language of the Template and select the Attachments the User wants to send to the Client.
"Clone Customer Request" Button
At any phase of the Customer Request Process, Users are able to Clone Customer Requests to save time on the registration phase. This will open a new Customer Request form already populated with the information from the initial Request.
Features
Customer Request Assignments
3.1 Features
Webform Assignments
Assigning a Webform Assigning a Customer Request to a User or a Group of User is to pass the responsibility to act on the Customer Request Webform on a particular phase of the process. On Salesforce, the Customer Request Webform Assignment is based on the field Case Owner.
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Based on each GBU own process and rules, the Customer Request Webform Assignment can be performed by:
- Manually changing the Owner – at any time, a User with Access to a Customer Request Webform can click the button Change owner next to the current owner and select a new User/Queue to be the new Owner
- Manually choosing the actors – on the creation (from the fields Originator, Investigator* and Commercial Assignee*) or at any time (from the Case Team section) Users are able to select the future actors. The Owner will be changed then automatically based the change of the Status
- Automatically selecting the actors – the GBU has provided the rules, based on Customer Request Webform criteria (GBU), to allow the System to automatically change the Ownership of a Customer Request Webform to a specific User or a Queue when the Status changes
The Customer Request Actors are managed on the Case Team section on the Customer Request Layout page. The Users are added to the Case Team i) manually by a User or ii) automatically by the System when they are the new Owners of a Customer Request. When the Users are added automatically to the Case Team, they are added with the correct Role based on the current Customer Request Management Phase.
Customer Request Approval Process
After the registration phase is completed by the User and all the information related to the Customer Request is provided (General Information, Description, Accounts and Contacts, and Attachments), the Customer Request must be manually submitted by the User to be approved by clicking on the ‘Submit for Approval’ button. Based on System Rules and GBU Rules, a Customer Request can be:
- automatically approved - the Status will be automatically changed to Approved and the Customer Request will be assigned to the User or Group of Users responsible for the Processing
- assigned to be approved - the Status is changed to Pending Approved and the User or Group of Users responsible for approving the Customer Request will be notified.
During the approval process, the customer request will be frozen until it is “Approved” or “Rejected”.
If additional information is needed before the approval of the customer request, it can be recalled with a comment “Additional Information Required". Once the information has been delivered, the request can be submitted for approval again.
Customer Request Notifications
On each step of the Customer Request Management Process, a set of Solvay personalities (Salesforce or not Salesforce Users) needs to be notify that a new Customer Request has now moved to a specific Status in order to act (Customer Request Owners) or to be informed.
On each Status change, an email is sent from Salesforce to a group of users, based on System Rules and GBU Rules that should be stored and displayed in the Activity History Section of a Customer Request. There are four types of Addresses on the Customer Request Notification Email when the Status is changed:
- The new Owner – if your GBU has implemented assignment rules and the owner is changed automatically to a specific User or to a Queue, the new Owners will receive the Notification Email.
- The previous Owner (if not a Queue) – normally the previous owner is the User that changed the Status and triggered the notification. He/she will be also notified to ensure that the correct Owner has been assigned
- The Case Team – all Case Team Members, independent of their Role will receive the Notification Email
- Solvay Contacts on Notification Rules – group of contacts (not necessary Salesforce Users) that are selected to be notified when the Status is changed based on each GBU Rules.
4. Specific Rules & Automation
Customer Request Registration
In order to create a new customer request, on the Case tab, the user needs to click on the “New” button, select the customer request record type and click on “Continue”. Additionally, customer requests can be found in a related list on the Account page from which the user can see all existing customer requests for this Account as well as creating a new one. When creating a customer request from this related list on the Account page, the record type is by default “Customer Request” and the Account is automatically populated in the Account Name field.
When the user creates a Customer Request, he/she has the ability to register the following information:
Case Information
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BU related to the Customer Request
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Sub-Type of Customer Request defined by GBU related to the Type selected
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Solvay Agent that initiate the Customer Request
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User or a Group of User that is responsible to act on the Customer Request on a particular phase of the process
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Specific User that needs to be notified on the Processing phase.
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Date estimated that the Customer Request will be completed
Note: this field may be automatically calculated for GBUs that provided the calculation rules
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Customer Contact Information
Multiple contacts can be maintained on the Customer Request. The main Contact can be maintained under the Customer Contact Information section and additional Contacts can be maintained in the Case Customer Contacts related list.
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The main Contact on the customer request is by default recipient of the communication to the customer. The recipients can nevertheless be changed by the user.
Description
In this section the initial description of the Customer Request is captured
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The Final Customer if known.
Note: For legal reasons, sometimes this field should not be populated
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The sections above are available on the Edit Mode of the Customer Request and should be populated by the Originator when registering a Customer Request. In order to register the Customer Request, the User should click on the 'Save' button. The Mandatory fields for registering a Customer Request are:
- Account Name
- Subject
- GBU
- BU
- Originator
- Status
- Received Date
- Estimated Resolution Date (if not automatically calculated by the System)
- Priority
- Contact Name
- Initial Desctiption
On this Registration Phase, the Users are able to provide more information from the different related list available on the Customer Request page:
Case Customer Contacts
Additional Contacts are maintained in this related list.
Case Account Associations
On the Customer Request, a primary Customer is maintained on the page layout with the ability to maintain multiple Customers on the related list. This will allow a Customer Request to be processed for more than one Customer at the same time.
Customer Request Products
On the Customer Request is possible, but not mandatory, to detail one Product Family (Level 3) related to the Customer Request. On the Customer Request Products list is possible to add several Product Materials (Level 4 or 5) related to the Product Family selected.
All products/material are maintained in the products related list, where it’s also possible to select an Application End Use for the Products for information purpose (This information if mandatory if the GBU is “Aroma Performance”).
Case Team
Users can be assigned to a Case Team. This allows the appropriate users to have read/write access to the Customer Request as well as receive the appropriate notification emails. When a Customer requests is flagged as confidential, only the users in the case team will have read/write access to the customer request.
Google Docs & Attachment related list
On this related list, both Google Docs and files from the computer can be attached.
- (mainly at creation for Webform)
Webform Notifications
When a webform is created by a customer and transferred in SFDC, the user or the queue that is assigned as owner of the webform is informed by an email.
Account/Contact recognition
Classic process :
If the email address entered on the webform is an existing email address of a contact in SalesForce, the system automatically links the webform to that contact and to the (primary) related account.
If not, the user will choose one of the following options:
- "Generate Prospect & Contact" Button : If the account is not existing in the system, the user can generate a new prospect and a new contact using the webform information (entered by the customer)
- "Generate Contact" Button : If the account exist, once the account is selected (manually) and linked to the webform, the user can generate a new contact using the webform information (entered by the customer)
Lightning process :
If the email address entered on the webform is an existing email address of a contact in SalesForce, the system automatically links the webform to that contact and to the (primary) related account and display the information on the Account/Contact recognition component :
If not, the user will choose one of the following options:
- Link to existing account using the anchor: the system will search and propose an account name containing an exact match of the "web company" name entered by the customer and the country (matching with account mailing address country)
Then, the contact will automatically be created and added on the webform. - if none account is matching, or none retrieved, the user can use the "Create a new Account to link to Case" Button to create a new prospect. The contact will automatically be created and added on the webform.
Conversion process
At any time, the WebForm Case can be converted onto an other CRM case : Sample Request, Customer Request or Opportunity by clicking the "Convert" button (in the Lightning component, it's a button in the "Account/Contact recognition" component, visible only once the account & contact has been linked to the webform)
In that case the WebForm will be closed with the Status « Closed – Accepted » and a new Case will be initiated with Pre-filled information. The New Case will follow the standard corresponding CRM process.
The Conversion process has to be done by user having the authorization to create a new case.
Before converting the case, the New Case type should be checked or amended if necessary
3.2 Custom Buttons
"Send Answer" Button
At any time, a direct answer can be provided to the customer directly from the Webform using the mail standard editor and Solvay templates. The email is sent to the contact email address
Approval Process
As detailed on the the Approval Process section above, users must at all times submit manually a Customer Request for approval after all the relevant information is provided regarding the Customer Request. When an approval is requested by the GBU the status is changed to Pending Approval and the User or Group of Users responsibel for the approval are notified. When the Customer Request is approved, the status is changed to Approved.
Process the Customer Request
Once the Customer Request is approved, the Users or group of Users responsible for processing it are notified to act on the Case. The Users will provide a description of what was done and processed on this Customer Request that should then be comunicated to the Customer.
Customer Response
Detailing the Response that should be sent to the Customer.
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Customer Communication
In order to send the final communication to the customer, there is a button “Send Final Communication” that when pushed will open the template of the final communication email which can be previewed and is editable.
By default, the email of the main Contact assigned to the customer request will automatically be populated in the recipients fields. It is possible to add any other email address to the list or in CC.
Basic information on the customer request is available in the template but it remains fully editable. Once the answer to the customer is ready, the user can send the email.
The customer request template is available in the following 16 languages (including simplified Chinese and traditional Chinese):
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- Italian
- Dutch
- Bulgarian
- Finnish
- Polish
- Russian
- Thaï
- Chinese (traditional)
Furthermore, the language of the main Contact is used to determine the language in which the email template will be generated. In case no language is assigned to the main Contact, the default language of the communication is set to English. The user can always change the language by choosing another one in the dropdown list if needed . Attachments on the customer request can be attached to the final communication email to the customer.
Customer Request Closure
Any User assigned to the case team can close the customer request by clicking on the “Close” button. This redirects the User to the closure page where a “Comments” fields can be populated prior to closing the Customer Request. When closing a Customer Request, the status will be default Close/Answered, meaning that the Customer Request was completed and the Customer received a communication. If the customer request was Rejected or has not completed the process, the Status can be changed to Closed/Stopped.
Close Case
This section groups all the fields related to the Closure phase
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Appendix
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GBU
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Definition
EP
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GBU Customer Segmentation: Account Type = Standard Account - 15 Days
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GBU Customer Segmentation: Account Type = Key Account - 10 days
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Account: Partner Type = Prospect - 1 month
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Account: Partner Type ≠ Prospect AND GBU Customer Segmentation: Classification = A/B - 1 month
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Account: Partner Type ≠ Prospect AND GBU Customer Segmentation: Classification = C - 2 months
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GBU
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Type
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Questionnaire
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General
Sustainable development/Environmental/Social/Ethical
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Product specifications
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Regulatory request
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General
Sustainable development/Environmental/Social/Ethical
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Moldflow/MMI
Others
Sinterline
Testing
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Moldflow/MMI
Others
Sinterline
Testing
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Food contact / Water contact
Halogen declaration
IMDS
MSDS/SDS/FDS
Others
REACH
RohS
Tox / Ecotox
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Commercial contract
Logistic/SC agreement
Others
Quality agreement
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PDS/TDS
Product specifications
Specific data or report
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Env./Social/Ethical
General purpose
Others
Regulatory
Sustainable Development
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General
Sustainable development/Environmental/Social/Ethical
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