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Version Control

Version	Date	Description	Author
v.1	22.10.2018	Creation	Laura Theolier
v.2	14.12.2021	Update Iboost 2021 full process refactoring	Clémence Rovelon

Reference Documents

User Guide	P22. Lead Management
Iboost 2021 Playbook
Technical Documentation
GBU Queues Management
Web-to-lead forms

1. Functional Process

Process Overview

What is a Lead?

Each Lead is a person with a request for information from Solvay. They are a mix of existing customers, new contacts from existing accounts, distributors, universities, new prospects and people looking for something we don’t offer.

Why is lead management important?

Solvay reputation: ~23k leads have interacted with our lead management process in 2021
Customer experience: ~2% are existing customers and ~40% are new contacts from existing accounts
Lead volume is increasing: +30% compared to 2020
Revenue: in iCare we have been able to link Leads to opportunities and have identified ~31M€ over next 5 years (average 6M€ per lead treated)

Use cases

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 on the source, 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 : Passed to distribution : Volumes are too small for direct sales 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 Opportunity

2. Data Model & security

Main objects

We are using the standard lead conversion process into Contact, Account and/or opportunity.
To open a sample or quote, it could be done from Contact or Opportunity related leads. If the contact and/or the opportunity has been created from a lead, the quote or the sample creation will be helped with data repository from the source lead.

Interfaced third parties

Leads are interfaced with multiple Solvay Websites via web to lead on drupal 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 product inquiry
Ask a generic inquiry

Pardot is generating leads via marketing campaigns and fields like opt ins are interfaced both ways between two systems.

Dataiku is interfaced since 2021 to match existing accounts based on email domains.

Lead Security Model

Who can create?	Solvay.com website automatically creates leads Internal user is allowed to manually create leads
Who can see?	Any user belonging to the QUE-Webform public group can see all leads
Who can update?	Any user belonging to the QUE-Webform public group can update any lead
Who can delete?	A Lead cannot be deleted. Only the System Administrator (SBS) can delete a Lead

Lead Management

Lead Sources

Layout Overview

Lead Stages

Novecare Specific Case
Reporting

to be added :
Pardot documentation
Campaign documentation
GDPR documentation

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FD - P22. Lead Management