Syensqo IS - Customer Support

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VersionDateDescriptionAuthor
v.130.03.2017CreationJeremie Seabra

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.

 

Types of AccountsDefinition
Corporate GroupAccount specifically created for grouping accounts under one parent. Corporate Group is not interfaced with SAP

Prospect

Solvay's potential customers (sold-to or ship-to), not yet recorded in SAP
Indirect CustomerCustomer Solvay is not directly doing business with, but is buying Solvay's products
Non-Buying EntityAccount not buying products to Solvay, but in relationship with Solvay (i.e. Corporate Centers, Research Centers, Universities, Laboratories, etc.)
Ship-toSAP customer to whom Solvay is shipping the products
Sold-to & Ship-toSAP customer to whom Solvay is selling and shipping the products
Key Account

Current or potential account who represents a major & strategic part of Solvay's growth potential and contribution, with an important marketing stake for Solvay.
A reference in the market, willing to partner with Solvay (e.g. on innovation), and a global, regional or local customer with a complex relationship to manage.


Type of Accounts

0.2 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.

Account Owners

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

 

 

 

1. Functional Process 1 - Account Management

1.1 Use Cases

 

Sold-to/Ship-to customer creation requested in Salesforce (prospect in SFDC and non-existing in SAP)

 

In this scenario, when checking the request, assumption is that the request is valid and no duplicate account is found. Next scenario covers the situation when a duplicate account is identified.

Duplicate sold-to/ship-to customer creation requested in Salesforce (existing in SFDC and interfaced with SAP) 

 

Note: If the prospect created already exists as an account in SFDC, the “merge” operation will be done by IS Support Team.

Duplicate sold-to/ship-to customer creation requested in Salesforce (prospect in SFDC but existing customer in SAP used by another GBU)

 

Sold-to/Ship-to customer update requested in Salesforce

 

Sold-to/Ship-to customer update in SAP

 

Sold-to/Ship-to customer deletion in SAP

 

Sold-to/Ship-to customer creation requested rejected by CSR

 

Note: typical use case: A dummy account is created by mistake by a user confusing Test and prod environments

 

1.2 API and Mail

Following information are transferred through the interfaces between Salesforce and SAP

1.2.1. APIs

  • API  : customer creation request from Salesforce

    • Salesforce account ID

    • Account Owner

    • Account Name

    • Address (street, zip/postal code, city, country)

    • Address (local language) (street, zip/postal code, city, country, language key)

    • Customer Service Representative Name

    • Customer Service Representative Email address

    • Account Partner Type (sold-to, ship-to or sold-to & ship-to)

    • If ship-to à take the Salesforce account ID of the sold-to account defined in the relationship (in order to create the relationship ship-to/sold-to in SAP)

  • API C: customer creation order from SAP

    • Salesforce ID

    • PRS ID

    • RCS ID

    • Account Name

    • Address (street, zip/postal code, city, country)

    • Address (local language) (street, zip/postal code, city, country, language key)

    • Account Partner Type (sold-to, ship-to or sold-to & ship-to)

    • Account Status ( = Validated)

  • API D: customer update order from SAP

    • Salesforce ID

    • PRS ID

    • RCS ID

    • Account Name

    • Address (street, zip/postal code, city, country)

    • Address (local language) (street, zip/postal code, city, country, language key)

    • Account Partner Type (sold-to, ship-to or sold-to & ship-to)

    • Flag for deletion

  • API E: Account Status

    • Account Status ( = Validated)

1.2.2. Mails

  • Mail B : customer update request from SFDC (will trigger a mail that contains the following values)

    • Salesforce account ID

    • PRS ID

    • RCS ID (could be blank in RCS)

    • Requested by

    • Salesforce must request the user to select the appropriate CSR based on the Account team.

    • Update requested:

      • Account Name

      • Address (street, zip/postal code, city, country)

      • Address (local language) (street, zip/postal code, city, country, language key)

      • Relationship (between a sold-to and a ship-to)

      • Flag for deletion

  • Mail F : additional information requested at customer creation in Salesforce

    • Account Information

      • Salesforce ID

    • Additional information on the Sold-to:

      • VAT Number

      • End-Use

      • Application

      • Contact (lookup to select an existing contact)

    • If the Sold-to account is also a Ship-to account, additional information :

      • Shipping Conditions

      • Full/Partial Loads

      • Delivery Hours

      • Incoterm 1

      • Incoterm 2

    • If the Sold-to account is not a Ship-to account as well, existing ship-to account and additional information:

      • Ship-to Account (lookup to select an existing ship-to in Salesforce)

      • Shipping Conditions

      • Full/Partial Loads

      • Delivery Hours

      • Incoterm 1

      • Incoterm 2

    • If the Sold-to account is also a Bill-to account, following checkbox:

      • Checkbox

    • If the Sold-to account is not a Bill-to account as well, additional information:

      • Bill-to Name

      • Bill-to Address

    • If the Sold-to account is also a Payer account, additional information:

      • VAT Number

      • Payment terms

      • Currency

      • Payment mode

      • Bank Country

      • Bank Account Number

      • Bank IBAN/SWIFT

      • Estimated Turnover

      • Estimated Volume

      • Credit Limit Requested

    • If the Sold-to account is not a Payer account as well, additional information:

      • Payer Name

      • Payer Address

      • VAT Number

      • Payment terms

      • Currency

      • Payment mode

      • Bank Country

      • Bank Account Number

      • Bank IBAN/SWIFT

      • Estimated Turnover

      • Estimated Volume

      • Credit Limit Requested


1.4 Processes not including an interface with SAP

1.4.1. Creation of an Account

 

1.4.2. 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.

 

 1.4.3. 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.

1.4.4.  Transfer of Account Ownership

 

Figure 12: Transfer of Ownership Process

 

2. Data Model & Security

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: 
  8. Visit Reports: 

Account Security Model 

 

Action

All Sales Users

Account Owner / GBU Data Steward

and hierarchical above

Account Team Member with Read/Write access

and hierarchical above

View

yes *

yes

yes

Create

yes

yes

yes

Request Conversion / Update

no

yes

yes

Edit

no

yes

yes

Delete

no

no

no

 

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

 

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.

"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.

 



Last modifications :

UserLast Update
Laurent Champiot-ext 3329 days ago
Jeremie Seabra-ex 3173 days ago
Sophie Millet-EXT 2867 days ago
GILLES, Anne 997 days ago
PEYTRAUD, Josiane 964 days ago
Julien Andreoli-ext 2763 days ago
MARKUS, Evita 530 days ago
BRAHIM, Walid
KANJA-ext, Zakaria
NWANGWU, Daniel
Sebastien Rouxel

 

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