If, in your company, contacts and sales first go to the Call Center and are then passed on to the sales team, you might wonder how to properly set up your sales process to ensure smooth operation and useful data analytics. We've prepared three examples of possible configurations that can be applied in such a situation.
In this article, we described:
Example 1 (available in all packages):
In the Base package, there is access to one sales process. If, in your company, potential customers first go through the Call Center, you can incorporate the entire process into one sales process.
Ensure that sales team members from both teams have the appropriate permissions. Remember that salespeople who are participants in a given sales opportunity must be able to edit it.
Set up your sales process appropriately. Detailed information on how to do this can be found [here].
Remember that the sales process should include all stages performed by the Call Center and the Sales Team
The last task performed by the Call-Center should trigger the task Change owner. At this stage, the customer is transferred to the sales team.
Now, the owner of the case should change the user assigned as the owner and indicate the person from the sales team responsible for managing the sale finalization.
The sales team handles the next steps.
Congratulations! :) Your sales process can now be managed by two teams!
Worth to know:
If you want to know who was responsible for managing the customer from the Call Center side, you can use associations (linking the sales opportunity to a person). A detailed guide on how to use associations can be found [here].
Example 2 (Automation, Growth, and Professional+ Packages)
The Automation and Professional packages allow the creation of multiple sales processes. In this case, the Call Center and sales team can work on two separate sales processes.
Set up your sales processes. Remember that one is dedicated to Call Center staff and the other to the sales team (instructions can be found [here]).
Using Zapier, you can set it up so that winning a sales opportunity automatically opens a new one in the second process. This way, winning a sale on the Call Center side will automatically create a new opportunity for the sales team. Detailed instructions on how to do this can be found [here].
Congratulations! :) Your sales process can now be handled by two teams!
Example 3 (Growth and Professional+ Packages)
The Professional package allows for assigning multiple owners to sales opportunities. This way, you can effectively work on a single sales process while using two owners.
The first step is to enable multi-owner support. To do this:
Go to Account Settings > Permissions and select Edit for the owner role.
In the window that appears, expand the Advanced Settings section and enable the option Multiple choice of role in the object.
Now it’s time to set up the sales process. Remember that both teams will work on a single sales process, so you need to account for tasks performed by both teams. A detailed guide on configuring the sales process can be found [here].
The key during the process setup, will be adding a second owner, who will be responsible for the sale on the sales team’s side. The best solution is to add a task that should be completed by the Call Center employee, which will result in assigning the second user with this role.
Congratulations! :) You've set up your sales process.