Version Control

1. Functional Process

Process Overview

A Lead is a potential interest identified at or expressed by a company, for which one of Solvay’s products/services could provide a solution.

The lead could be created manually or 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 product inquiry

• In that cases, the product has been identified/selected by the prospect/customer and the Lead is directly assigned to the GBU contacts.

• General Request form

• The Product/GBU is not known

• The lead will be analyzed by the Customer Information team (SBS OtC Delivery) and then transmitted to the GBU Contacts.

Use cases 

Lead process has 4 main steps which are as follows:

   

Lead Creation	The process of stimulating and capturing a potential interest of a company in a Solvay solution.
Lead Assignment	There are 2 cases (depending on the information selected/registered by the Visitor/Prospect on Solvay.com, or depending on the information completed during manual creation) If the GBU is identified, it is assigned to the GBU queues If the GBU and/or Product are not identified, the Customer Information team will check the case and transmit the lead to the GBU contacts
Lead Qualification	Sales qualification : The process of evaluating, nurturing and scoring a lead in the preparation of a potential conversion
Lead Closure	A closed lead can be : Treated : reply sent to the customer but the lead is not converted, OR, lead has been assigned to the GBU Specialty Polymers and was sent to iCare Abandoned : poor interest of the lead, which is abandoned Converted : answer is sent to the customer, and lead is converted into an account, contact and/or : quote OR sample OR customer request

 Lead Registration

Specific product inquiry forms

A customer accesses solvay.com website and navigates to the Product Finder. (this is the link for Solvay.com, the form are also available from countries sites) 

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 product inquiry

General request form

A customer accesses solvay.com and asks directly a general question without selecting a product in the catalog.

Lead Analysis & Assignment

Once submitted, the lead is transferred to SFDC using the Salesforce Web-to-Lead feature, with the status "Assigned to Qualify", and directly routed to a Queue, depending on the GBU related to the selected product or business functionality .

Several emails are sent automatically :

• An acknowledgement email is automatically sent by SFDC using the lead email address
• An email notification is sent to the owner of the lead at creation : a specific user,  or the queue's generic email address and all its queue members
• An email notification is sent to the MBU depending on the country

For General Question, the leads are assigned to the SBS Webform Global queue to identify GBU and assign the leads to the correct queue : link to Lead assigment process for SBS.

Lead Treatment

An internal user (Solvay employee with an active SFDC license) processes the lead record: 

Qualify

• Assign to himself
• Complete lead information

Score the lead

• Answer the lead by email
• Convert to :
  • An account
  • A contact
  • A quote
  • A sample request
  • A customer request

Lead Closure

• Treated : When a reply is sent to the customer but the lead is not converted, OR, when the lead has been assigned to the GBU Specialty Polymers and was sent to iCare

• Abandoned : When the lead has a poor interest, and is abandoned

• Converted : When an answer is sent to the customer, andthe  lead is converted into an account, contact and/or : quote OR sample OR customer request
  

2. Data Model & security

Main objects

Contact

1. Lead: Standard Salesforce Object to store and manage all general information regarding a Webform, or a Customer Request / Sample Request created against the Lead
2. Account: Standard Salesforce Object to manage the information about the Customer related to the Lead
3. Contact:  Standard Salesforce Object to manage the contact person from the Customer
4. Product: Standard Salesforce Object to manage the Product (all levels) that is related to the Lead
5. Quote : Custom Salesforce Object to manage the Quote created related to the Lead

Lead Security Model

3. Lead Custom Buttons & Features

3.1 Custom Buttons

"Convert" Button

When the lead is scored (see feature in the section below), the owner can convert the lead into an account/contact, and/or a customer request or a sample or a quote. 

3.2 Features

Lead Assignment 

Assigning a Lead to a User or a Group of User is to pass the responsibility to act on the Lead on a particular phase of the process. On Salesforce, the Lead Assignment is based on the field Case Owner.

A Case Owner can be a User (Solvay employee with a Salesforce license) or a Queue (a group of Users that should be part of a team to handle Customer Requests with the same criteria).

Based on each GBU own process and rules, the Lead Assignment can be performed by:

• Manually changing the Owner – at any time, a User with Access to a Lead can click the button Change owner next to the current owner (or from the button) and select a new User/Queue to be the new Owner
• Automatically selecting the actors – the GBU has provided the rules, based on Lead criteria (GBU), to allow the System to automatically change the Ownership of a Lead to a specific User or a Queue when the Status changes (mainly at creation for Lead)

Lead Notification

• When a lead is created by a customer from websites and transferred in SFDC, the user or the queue(and all members of the queue) that is assigned as owner of the lead is informed by an email.
• When a lead is created by a customer from websites and transferred in SFDC, MBU are informed by email depending on the country of the lead.

Deduplication component

• The component check the database to see if similar contacts or leads already exist or accounts
  
  

• The standard contact matching rules are :

  (First Name AND Last Name AND Title AND Account Name)
  OR (First Name AND Last Name AND Email)
  OR (First Name AND Last Name AND Phone AND Account Name)
  OR (First Name AND Last Name AND Mailing Street AND (City OR ZIP OR Phone))
  OR (First Name AND Last Name AND Mailing Street AND Title)
  OR (First Name AND Last Name AND Title AND Email)
  OR (First Name AND Last Name AND Phone)
  
  

• If you click on View Duplicates, you will have all the duplicate records
  

  
  

  
  

• You can merge leads
  
  

• Ignore the duplicate
  
  

• If you convert choose the existing contact to avoid creating duplicate

Lead Scoring

Business Scoring helps Sales & Business Development Teams of the GBU to further prioritise the lead to ensure the proper and relevant business follow up:

Customer Answer

A direct answer can be provided to the customer directly from the Lead using the activity component and Solvay templates. The email is sent to the lead email address.

There are 2 templates that can be used to give an answer to the customer : 

• If the score is 1 : use the template "LEAD SCORE 1 STAR"
• If the score is 2 : use the template "LEAD SCORE 2 STARS"

Conversion process

The Lead can be converted onto an other CRM object: Account, Contact, Sample Request, Customer Request or Quote by clicking the "Convert" button (the button appears only once the lead is scored).

General Question conversion process

Product Inquiry conversion process

Document Request conversion process

Sample Request conversion process

Quote Request conversion process

• When converting a lead, if an existing account or/and a contact is recognized into the database, it appears in the conversion page. You can also search by yourself if you know that they are already existing :

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