Syensqo IS - Customer Support

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Overview

In this section, you can find information about:

  • The types of accounts available in CRM and how accounts are presented (360° view)
  • How to find an account and assign a GBU (GBU customer segmentation)
  • The account structure & hierarchy - Corporate group & accounts
  • How to create your own view
 

Concerned profiles:

     ALL

Table of content

 

Step By Step

Definition and Objective

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.
Objective:
•Create a 360-degree view, cross BUs and GBUs, of an account enabling the required abilities for our sales, service and all other customer facing entities to deliver the highest quality with efficiency.

Account Types

Account Types Definition

An “Account” can have different “types” depending on the nature of the relationship between this account and Solvay Group

 

 

 

 

 

 

Account - 360° View

Overview on the information you have on an account page

 

1. Account Plans (Strategy)

6. Requests coming from the customer

11. Potential sale shared cross BU

2. Team involved on the account

7. Sample and Complaints

12. Specific GBU information on the customer

3. Updates performed on the customer

8. Information about the competitor of the account

13. Sales Opportunities at the customer

4. Activities that are planned (open)

9. Contact information of the customer

14. Sales Opportunities on which the account is involved

5. Customer Creation Request in SAP

10. Contacts involved at the account level

15. Visit reports

 

 

Other information available in the account page:

•Address  & Local Address ( Address in local Language)
•Order Book (Sold and Pending orders)   > Synchronized from SAP
•Invoice Overdue   > Synchronized from SAP
•Incoterms and Payment terms   > Synchronized from SAP

To view the information contained in a "Related list", simply hoover on it...

 

Find an account

There are several ways to find an account:

 

View at your disposal

Corporate groups

Corporate groups  can be used to get an overview of all accounts, contacts, opportunities logged to the accounts part of a same Group. 

 

GBU Customer Segmentation

Each account can be segmented at the level of the BU or GBU thanks to the “GBU Customer Segmentation”

 

Business rule & initial data load

At go-live, the GBU Customer segmentation will be loaded based on the Sales Area available in SAP

After go-live, the customer segmentation has to be managed by the Account Team Members

Nb: If you work an a (new) account, a GBU customer segmentation must be assigned

Assign a GBU Customer Segmentation to an account allows you to find the account by using the GBU specific list views, and to report on all accounts active for your GBU

 

To add a “GBU Customer Segmentation”, hoover on GBU Customer Segmentation and click on New GBU Customer Segmentation
Enter now the information for your GBU:
•GBU/BU/Main End-Use: Select your GBU, BU and Main End-Use

 

Assign a GBU Customer Segmentation to an account allows you to find the account when using the GBU specific list views  

 

 

Account hierarchy

Definition:

•The account hierarchy displays all the accounts part of a same “Corporate Group”
•A “Corporate Group” lists all the accounts which are part of a same “legal” entity. The Group is based on the nature of the account, not based on GBU/BU criteria, nor on business rationales.
•Can be built in the system through a “Parent account” relationship
Objective:
•The Account hierarchy allows to have a consolidated views on business interactions and to manage global consolidation and reporting at a “Corporate Group” level.

Corporate Group Hierarchy

At Corporate Group page, the full hierarchy is showed with all accounts related to it. In the column Involved GBU(s),the GBU active on the account is available

Create your own view

If required, you can refine your perimeter by creating your own view

Related articles

 

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