Monitor Sales Force Activities Using a Team/Branch/Organization Calendar and Account Notes

  • by Abhishek Srivastava, Senior Consultant, SAP Package Technologies, Deloitte Consulting LLP
  • Priti Anukampa, Senior Consultant, Deloitte Consulting, LLP
  • April 11, 2011
See how to streamline your SAP sales force automation by enabling managers to view the calendars of their team members while also providing managers with a notes log in SAP CRM business partner details/overview screen. With these options, managers can evaluate the sales activities of their teams. Understand the business requirements behind both options, learn which aspects need customizing, and review the technical details of the solutions.
Key Concept
A team calendar can be an effective way to improve sales force monitoring by allowing a manager to view sales representative appointments, thus enabling a centrally unified view for managers to oversee sales activities.

We design and implement SAP CRM solutions for different clients, and one of the business requirements we often hear about from sales force managers is their need to monitor and manage the sales activities of their sales teams. With high-value customers, managers prefer to have more visibility and control over the sales activity for the account. A typical scenario involves a key account manager/strategic account manager (KAM/SAM) who has an account that is geographically distributed with various account managers. The KAM/SAM wants to plan sales activities across the sales team and also determine that the client receives the same message from each member of the team.

You can break such business scenarios into the following major requirements:

  • Monitor sales force activities. This can be done through SAP standard reports, such as the pipeline performance report. Another option is to search for activities Belonging To My Team in the Activities search screen, which is taken from SAP CRM 7.0.
  • Manage sales force activities. This requires the KAM/SAM to schedule activities for the team. Although the SAP CRM standard solution provides the capability to any user to create an activity for a user/business partner in the system, this is a time-consuming task. It requires the KAM/SAM to manually create an activity for each member of the team. Also, a consolidated view of these tasks is not available. As high-value customers have multiple people from the sales force team interacting with them, this leads to a situation in which many people update the same customer account details with new information collected from various visits and sales activities. Although SAP CRM provides the feature of account notes, the ability to have a notes log is not available.

To illustrate the solutions that are available, let's walk through a case study that we recently worked on for a client regarding sales force activities.

Abhishek Srivastava

Abhishek Srivastava is senior consultant at Deloitte Consulting, India, in the areas of SAP CRM and SAP ECC. He has more than six years of SAP CRM and technical consulting experience. Abhishek has SAP CRM implementation experience in SAP CRM 4.0, 5.0, 5.2, 6.0, and 7.0.

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Priti Anukampa

Priti Anukampa, Deloitte Consulting, LLP, has been in the SAP CRM consulting space for eight years, and has a total of 10 years of experience. She has served various clients in multiple industry segments, such as technology, manufacturing, and health care. She has experience in working directly with clients and leading teams of various sizes. Prior to consulting she worked for a major automobile company.

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