| Version | Date | Description | Author |
|---|---|---|---|
| v.1 | 22.10.2018 | Creation | Laura Theolier |
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.
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)
|
| 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 :
|
Lead Registration
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 :
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 :
For General Question, the leads are assigned to the Webform queue, and Ana Ponte is responsible to assign the leads to the correct queue.
An internal user (Solvay employee with an active SFDC license) processes the lead record:
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
Contact
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 |
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.
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:
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
Business Scoring helps Sales & Business Development Teams of the GBU to further prioritise the lead to ensure the proper and relevant business follow up:
Scoring | Description |
1 | The request is decided not to be accommodated (e.g. documentation, sample or quote will not be shared.) A negative answer is sent to the lead email address. Status is Abandoned. |
2 | The request is decided to be transferred to the distributors. Status is Treated. |
3 | The request is treated and response is given. No follow up due to no business potential. The customer will not be integrated in the marketing database (Low Priority) For generic question & product inquiry : Send an email to your Lead with the activity component below to answer the request and close the lead For documentation request : Send an email to your Lead with the activity component below to send the documentation or convert the lead to create a customer request For sample request and quotation : Convert the lead to create a XXX (XXX= sample or quotation) |
4 | The request is treated and response is given. No active follow up due to low business potential. The customer is integrated in the marketing database for general marketing purposes (Medium Priority) For generic question & product inquiry : Send an email to your Lead with the activity component below to answer the request and close the lead For documentation request : Send an email to your Lead with the activity component below to send the documentation or convert the lead to create a customer request For sample request and quotation : Convert the lead to create a XXX (XXX= sample or quotation) |
5 | The request is treated and response is given. Active follow up of the request by Bus Dev / Sales teams. The customer is integrated in the marketing database (High Priority) For generic question & product inquiry : Send an email to your Lead to answer with the activity component below to answer the request and convert the lead For documentation request : Convert the lead to create a customer request and follow-up the contact created For sample request and quotation : Convert the lead to create a XXX (XXX= sample or quotation) |
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 :
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).
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 :
