0. Definitions

0.1 Account Definition 

Accounts are Solvay’s customers, partners and distributors.
Each account stores information such as a name, address, phone numbers and customer attributes.
For each account, you can link information such as opportunities, activities, cases, visit reports, notes and attachments.

0.2 Account Components & Layouts

Each account record type is displayed with a different layout, using different components :

0.3 Account Owner

Each Account in Salesforce must have one and only one “Account Owner”. This rule is in place differently depending if the account is a customer or a prospect:

• For prospects, Account Owner is the creator, the sales rep who created the prospect in Salesforce

• For customers, Account Owner is “Admin User”, a generic name meaning the account is controlled by SAP.

Consequences

After conversion, the Account Owner becomes an Account Team member.

Roles & Responsibilities

The Account Owner is in charge of the maintenance of his accounts. He keeps the related data up to date and maintains the account team upon request from other BU's/GBU's

0.4 GBU customer segmentation

The GBU customer segmentation object and the BU segmentation child objects records for each account the related list of GBUs and BUs working with this account, the type of relationship between the GBU / BU and the account and the classification of this account for the GBU/BU.

The "GBU customer segmentation" component shows the list of GBU customer segmentation (including BU child records) related to the account.

There is a filter on the component to show by default all the GBU customer segmentation records (collapsed, no BU records).

• If the filter is set on "No", then all team members and all contacts relationships related to the account are listed within the component
• If the filter is set to "Yes", then :
  • A GBU segmentation record is highlighted (the 1st by default)
  • Team members displayed are listed filtered by GBU (if the multi GBU access field of the team member user record contains the GBU value of the GBU segmentation record highlighted)
  • Contacts displayed are listed filtered by GBU (if the related GBU field of the contact record contains the GBU value of the GBU segmentation record highlighted)

0.5 Highlights

The Accounts highlights is a master-view of all the related information which might interest the user when dealing with a specific account. This component also appears in his home page and provides cross-accounts view for the accounts which the user is related to.

If an object is not used by a GBU, the count on objects never apply and the value "N/A" is displayed against the object instead of a number.  The definition of those custom settings are listed here.

If the count of an object is 0, the 0 is not clickable.

If the count of an object is > 0, the figure is clickable is will open a modal view listing the details of the objects :

Counts of objects are based on the accounts processed : 

• For a SAP or non SAP account, the Highlight component counts the number of records of different objects related to the current account;

• For a Corporate Group, the Highlight component counts the number of records of different objects related to all accounts where the Corporate group is the parent.

Then, the following rules apply:

• Open Opportunities (not closed) where Creation Date > "time range" days ago, for instance creation date > April 28 if today is May 28 and time range is 1 month
• Quotes where where Creation Date > "time range" days ago
• Visit Reports where where Creation Date > "time range" days ago
• Contracts where where Creation Date > "time range" days ago
• Open Cases (not closed/inactive Complaints, Sample Requests, Customer Requests, Customer Specific Requirements) where Creation Date > "time range" days ago

Where "time range" is based on the number of months the user selected on the component.

Data are then filtered by :

• "My Data": The record will be counted if the active user is owner of the record
• "GBU":  the record will be counted if the GBU of that record is the same as the one the user Selected (GBUs listed in the filter are the GBU listed in the multi GBU access field of the team member user record)
• "My Team Data":  the record will be counted if Ithe active user is on the record team (Cases, Opportunities, etc) or if the active user is the owner

1. Functional Process : Account Management

1.1 Use Cases

1.3 Processes not including an interface with SAP

1.3.1. Creation of an Account

1.3.2. Update of an account

If the sales rep is actively involved at an account, and cannot edit it, then the user should add itself to the account team using the "Manage my Account Team Role" Button.

 1.3.3. Corporate Group Creation

• Corporate Group Creation
  • Sales Reps enter in SFDC the new Corporate Groups after Go-Live in draft status.
  • S&M will review / approve on regular basis these corporate groups in SFDC
  • SBS  will create the Corporate Group in GBR, then the code is replicated in SAP (PRS)
  • Hierarchy Updates
    • Sales Reps update the link Corporate Group – Customer in Salesforce
    • On regular basis, S&M review these links based on a report executed by GBUs data steward. This report will include the info on how many GBUs are working on the Corporate Group.
    • SBS will assign on regular basis the customers to the Customer group either in PRS and GBR.

1.3.4.  Transfer of Account Ownership

Figure 12: Transfer of Ownership Process

1.4 Trigger the creation of a GBU / BU customer segmentation

If not existing, a new GBU customer segmentation record is created automatically on accounts each time a transactional record is created :

• A opportunity is created
• A quote is created
• A visit report is created
• A case (any record type) is created
  
  

The newly created GBU customer segmentation records is created with the following values :

• Record type =  GBU customer segmentation
• GBU = GBU of the transactional record (opportunity / case etc)
• GBU Account Sub-Type = End user
  

A BU customer segmentation child record is created as well with the following values :

• Record type =  BU customer segmentation
• BU = BU of the transactional record (opportunity / case etc)

If the account is linked to a Corporate group account, and if the GBU customer segmentation doesn't exist on the related Corporate Group, Corporate GBU/BU customer segmentation records are created as well on the related CG group.

If a contact is linked to the transactional record (opportunity / case etc), the "related GBU" field of the contact is updated as well with a new GBU value stored in a picklist with multiple values.

When a user with a single GBU value in his/her profile (not applying to MBU users) creates a new prospect, a new GBU customer segmentation record is created using the GBU of the user, as well as a Corporate GBU customer segmentation, but the BU customer segmentations records are not created.

When a user with a single GBU value in his/her profile (not applying to MBU users) creates a new contact, the "related GBU" field is populated automatically with the GBU of the active user.

2. Data Model & Security

2.1 Main objects

1. Accounts: Standard Salesforce Object to manage the information about the Ship-to and Sold-to related with the Complaint
2. Account Team: Salesforce object that allows to list all the Solvay users working on the account and to define for them a specific role (account manager, customer service representative, strategic marketing, etc.).
   
3. Customer Segmentation: Object used to record which GBU and BU is working on the account and specify some information per GBU or BU (i.e. customer classification, GBU Account type, etc.).
4. Contacts:  Standard Salesforce Object to manage the contact person from the Ship-to or Sold-to
5. Contacts to Multiple Accounts: Standard object used to link multiple contacts to multiple accounts.
6. Case: Standard Salesforce Object to store and manage all general information regarding a Complaint
7. Opportunity: Standard Salesforce Object to manage potential deals.
8. Visit Reports: Custom object to store and manage visit reports.

2.2 Account Security Model 

* Confidential accounts can only be seen by Owner and Account Team members

2.3 GBU customer segmentation data model 

GBU customer segmentation parent object

BU customer segmentation child object

2.4 Contacts

3. Account Custom Buttons & Features

Custom Buttons

"Convert Prospect To Customer" Button

After creating a new Prospect, the user can request its conversion by clicking on the "Convert Prospect to Customer" button. This will launch a wizard asking the user to complete information needed for the Customer's creation. This button is only available on Prospects.

Users can request the customer to fill the following template, in order to request all needed information to convert the prospect into a customer : Customer Creation and Modification Form.

"Manage my Account Team Role" Button

Any Salesforce user can add it self to an account team by clicking on the "Manage my Account Team Role" button. The user will be prompted to select the role that best describes its relation with this account : Account Manager, Key Account Manager, Customer Service Representative, Sales Support, Business Development, Technical Marketing, Global Key Account Manager, Research & Innovation, Strategic Marketing. This button is available on Prospects and SAP Customers.

"Visit Preparation Report" Button

This buttons allows users to check some key information related to the selected account in order to prepare visits to the client.This button is available on Prospects and SAP Customers.

"Customer Update Request" Button

If a user identifies some out of date information, it may request to update the account information by clicking on the "Customer Update Request" button, and by filling the information that is out of date. This button is only available on SAP Customers.

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