Sales Department: Reactive Sales

High Level Activities / Processing

1. Respond to Customer Enquiries for quotations for decorating services.
2. Record Customer enquiry details and accompanying correspondence / assets (email, artwork, correspondence)
3. Sanity check customer enquiry for operational feasibility / stock availability (liaison with Suppliers) - Communicate with client if amendments are required before proceeding to quote
4. Create quotations using TOT pricing data in response to customer requests.
5. Follow up on sent quotations to maximise conversion decisions - obtain client approval of quotation.
6. Perform credit validations to ensure that proposed quotation is within financially acceptable terms:-
   1. If credit limit exists and is / will be breached - obtain approval from Accounts department
   2. If no credit limit exists, request and confirm full payment from customer before proceeding.
   3. If proposed quotation within credit limit - no additional approvals required

7. Convert accepted quotation to job order.

Inputs

Outputs

Current Processing Flow

Receipt and Storage of Enquiry

1. Client enquiry is received for one or more quotations. If received via telephone, Sales department request that enquiry is emailed

2. Emailed enquiry is recorded / enquiry record created

3. Enquiry record created based on customer email:-

   1. Customer & Contact details : [Name, company, phone, email etc.]

   2. Enquiry Date & Status

   3. Enquiry Details : [Reference, category, description,

   4. Copies of customer email / correspondence

   5. Artwork assets received and stored

   6. Internal sales staff member allocated to / responsible for quotation

Sanity Check of Enquiry

1. Client enquiry is sanity checked for operational feasibility and supplier stock availability (e.g. can it be done operationally; are requested garments available with suppliers)

2. Customer contacted if sanity checks reveal feasibility amendments required

3. If amendments required and suggestions agreed - all correspondence stored

4. If suggestions not accepted - enquiry is closed

Creation of Quotations

1. One or more quotations are prepared based on the client enquiry

2. Quotations require minimum core data

   1. Customer Information

   2. Process Line requirements

   3. Garment requirements

   4. Fulfilment requirements

   5. Art requirements

   6. Pricing & VAT amounts

3. All quotation elements require pricing  - ideally fully automatically sourced from internal sources

4. Core quotation data per above is recorded per customer request(s)

5. Quotation(s) are created and generated based on all or sets of the quotation elements - see below table for typical use cases and department current practices

6. Quotation(s) as required are produced and emailed to the requesting client
   
7. Sales staff record the sent date ; and status of sent.

Client chasing  for Quotation Approval

1. Customers are contacted on T+2 of quotation sent date to establish their response

2. If on T+2, no response / customer considering response, sales staff record date to recontact client in current date+ 2 days. This is repeated for 3 cycles (T+6) and if still no positive response, enquiry is closed.
   

Client communication  for Quotations

1. Subsequent to quotation sending, various communication can occur with the client regarding quote details. This may involve amendments to quotation  elements / supply of additional information etc.

2. All correspondence is stored on the original enquiry record

3. Where necessary, quotations can be regenerated based on revised information

Client Approval  for Quotations

1. If client informs they do not wish to proceed, the enquiry is updated to reflect this and closed

2. If the client informs that they accept the quotation, a credit validation is performed before the quote is advance to a live order :-

   1. If client has no credit terms - they are instructed to make full pre-payment before the order can be placed
      
   2. If client has credit terms but in breach or requested order(s) will breach this, sales department contact Accounts department for approval
      
   3. Accounts may approve the prospective order, or may request that order can only proceed with pre-payment
      
   4. Sales staff record these details on the enquiry
      

3. Where credit validation triggered pre-payment requirement - the quotation remains on hold until payment is confirmed by the client, and ratified by Accounts department / sales department confirming cleared funds received into TOT banking a/c

Conversion to Job Order

1. Upon credit check completion, Sales staff convert the quotation to a job order [ which forms an input to  the production management workflow]
   
2. Exception to the above is for re-prints of existing orders  where sales staff duplicate the existing job order with a subsequent stroke reference and populate order elements as required

Workflow Schematic

See here for schematic

Future Requirements

Future state is have full CMS capabilities

1. Data and Analytics : metrics about each customer, like how often they engage with your communication.

2. Activity Tracking:  how often your clients are requesting support, purchasing products, or returning defective items so you can better anticipate roadblocks and even prevent them before they occur.

3. Communication: Email, call, text, or send a social media direct message to customers using templates and automatic sending functionality.

4. Workflows: Never let a follow up fall through the cracks. Use automated workflows in a CRM to send outreach and schedule meetings.