Lead and Opportunity Follow Up

‘Opportunities’ in SuccessWare21 are defined as an identified possibility for a sale to a customer. A ‘lead’ is a strong opportunity that warrants a sales call to deliver an estimate to the customer.

Lead and Opportunity Follow Up.. 1

Recording Opportunities. 1

Opportunity Follow Up Manager 2

Creating Leads. 3

Following Up and History. 3

Closing/Canceling Opportunities. 3

The Opportunity Menu. 4

Additional Information. 4

Recording Opportunities

Opportunities can be recorded in SuccessWare21 from

• the Customer Opportunity Profile Form – add as many opportunities for a customer as needed.
• the Job Summary Form – add a single opportunity for a customer; optionally mark ‘lead generated’ to ensure you don’t forget to create the sales job. Note that these will not show up in the system until the job is ‘completed’.
• the Quote Summary Form – All sales jobs will show up as a lead once an opportunity code has been identified.

Customer Opportunity Profile Form

You can record multiple opportunities for a customer in the Customer Opportunity Profile Form. When you record an opportunity, you need to identify…

• Opportunity Code – This code identifies the type of opportunity. Opportunity codes are user defined in the reference library.
• Opportunity Date – The date you became aware of the opportunity.
• Recommended By – If applicable, the employee that recognized the opportunity.
• Notified – Indicates if the customer was informed of the possible need.
• Notes – Any general notes about the opportunity.

In addition, you can now record the following…

• Lead Required – Check this box if you want a sales job created for this opportunity, but don’t want to create the sales job right now. Be sure you record enough in the notes to create the sale job with all the appropriate information. You will be able to pull up a list of all the opportunities that ‘require a lead’ at a later time and quickly create the sales jobs.
• Follow Up Date – Enter a date you would like the follow up to occur on. When it’s time, you will be able to pull up a list of all opportunities that have been scheduled for follow up on that date.
• Follow Up Notes – Enter notes about the intended follow up activity to help someone else perform the follow up on a later date.

NOTE: You can enter your follow up intentions and leave the date blank if you are not certain when you will follow up.

Job Summary – Lead Generated

In the Job Summary Form, to record an opportunity,

• Check the ‘Opportunity Generated’ check box.
• Optionally check ‘Lead Generated’ if this opportunity requires a sales job.
• Record the employee the opportunity was ‘generated by’ or ‘referred by’.
• Select an opportunity code
• Optionally enter a follow up date and notes.

If this is actually a ‘lead generated’ that must result in the creation of a sales job, check the ‘lead generated’ box. Opportunities recorded in the Job Summary will show up in the Customer Opportunity Profile and in the Opportunity Follow Up Manager. If you check ‘Lead Generated’, the opportunity will be marked as ‘Lead Required’. You can use this in the Opportunity Follow Up Manager to list and then create the related sales jobs. This process helps to ensure you don’t forget to create the sales jobs for any ‘leads generated’.

Note that you can only record a single opportunity here. If you need to record more than one opportunity, you will still need to open the Customer Opportunity Profile Form (F8).

Quote Summary – Sales Job Follow Up

You can schedule follow up activity for sales calls on the Quote Summary Form. All sales calls show up in the Customer Opportunity Profile Form and the Opportunity Follow Up Form once an opportunity code has been selected in the Quote Summary.

• Select the ‘Follow Up’ Tab in the center of the form above ‘work suggested’. The tab book switches between Lead Notes, Follow Up and Follow Up History.
• Opportunity Code – Make sure you’ve identified an opportunity code for this lead. You can choose between current opportunities recorded for this customer that are not done and where the sales job has not been created. This will both set the opportunity code on the sales job and link the sale job with the originating opportunity. Or, you can select from the standard opportunity codes to create a new lead that has no originating opportunity.
• Follow Up Date – Enter a date you would like the follow up to occur on. When it’s time, you will be able to pull up a list of all opportunities that have been scheduled for follow up on that date.
• Follow Up Notes – Enter notes about the intended follow up activity to help someone else perform the follow up on a later date.

Opportunity Follow Up Manager

The Opportunity Follow Up Manager can be accessed from SuccessWare21’s Main Menu, in the Marketing Section. With this Manager you can review and follow up on all opportunities and leads for all customers. The Opportunity Manager lists both Opportunities and Leads (Sales Jobs). The status of the opportunity or lead is indicated by the icons displayed for each item in the grid.

	white arrow in red circle	lead required (lead generated from job summary)
	red ‘x’	abandoned
	Yellow dollar sign	open lead
	Green dollar sign	done, sold
	Red dollar sign	done, no sale
	Yellow arrow	converted opportunity or continued lead, still open
	Green arrow	converted opportunity or continued lead, closed, sold
	Red Arrow	converted opportunity or continued lead, closed, not sold
	Paper quote	Lead

The Opportunity Manager has the following views:

• All – lists all opportunities with an opportunity date in the date range specified.
• Create Leads – lists all opportunities marked ‘lead required’.
• Follow Up – lists all opportunities and leads with a follow up date <= today.
• Unscheduled F/U – lists all opportunities and leads with follow up notes, but no follow up date.
• Chain – lists all opportunities related to the currently selected opportunity. This will include the originating opportunity and any leads that have been created or continued in relation to the currently selected opportunity.

You can select the desired view by clicking on the view indicator in the upper left hand corner of the form, or right clicking and selecting the view from the pop up menu. This manager actually lists both opportunities and leads. A lead is really a sales job that has been created for a customer and where the opportunity code has been entered on the Quote Summary form for the sales job.

Creating Leads

This view will list all opportunities that have been marked ‘lead required’, but have not had a sales job created. To create a sales job for any of these leads, simply right click on the lead and select ‘convert…’ to create sales job’. Converting a lead and creating a sales job in this fashion will set the opportunity code on the sales job and link the sale job with the originating opportunity. The ‘converted’ opportunity is closed or marked ‘done’ and the status become ‘converted’ to indicate that a sales lead or job was created for this opportunity.

If you create a sales job from the customer form or call taking screen, and not from this manager, you are still able to attach it to the opportunity at a later time. Simply open the sales job’s Quote Summary and select the opportunity code drop down menu. This menu will list current opportunities that are not done and where the sales job has not been created. Selecting the opportunity will both set the opportunity code on the sales job and link the sale job with the originating opportunity.

Following Up and History

To follow up on an opportunity, select the opportunity in the grid. To edit any of the notes click the ‘edit notes’ button. The tabbed panes on the right show…

• Notes – you can review/edit the opportunity notes. When you have a lead selected in the grid, the opportunity notes are the lead notes for the sales job.
• History – you can review the follow up history in the pane.
• Follow Up – here you can record a follow date and notes, or add notes and complete a follow up action.

o To record a new follow up action

o If a follow up date and notes are currently active in this pane, complete the follow up action first.

o Enter a follow up date

o Enter follow up notes

o Click the ‘save’ button at the bottom of the pane.

o To complete a follow up action

1. Add any notes regarding the follow up action.
2. Click the ‘Move to History’. This will move these follow up notes to the history view, and clear the follow up date and notes for the next follow up action if desired. The ‘history’ tab will be selected to show you the new history entry.
3. If you wish for more follow up activity, select the ‘new follow up’ button. This will reselect the ‘follow up’ tab where you can record the new follow up action. When ever you have completed your notes entry be sure to select the ‘save’ button.

Closing/Canceling Opportunities

Opportunities can be closed by…

a) Abandon – right click on the opportunity in the grid and select ‘abandon’. This indicates you did not sell the opportunity and are done with it and do not desire any follow up. The opportunity will be marked as done with a status as ‘abandoned’.

b) Sold – right click on the opportunity in the grid and select ‘sold’. This indicates the opportunity was sold without a sales job, possibly phone sales. The opportunity will be marked as done with the status of ‘sold’. Opportunities currently marked as ‘lead required’ cannot be marked ‘sold’. You must first remove the ‘lead required’ check.

c) Convert (Create Sales Job) – right click on the opportunity in the grid and select ‘create sales job’. This will create the sales job and link the sales job with the originating opportunity. The opportunity will be marked as done with a status of ‘lead created’.

Leads can be closed by…

a) Closing the sales job. The lead will be marked ‘sold’ only if the Quote Summary is completed as ‘sold’.

b) If the associated sales job is closed, you can right click and select ‘abandon’ to indicate the lead is done and you desire no more follow up.

c) If the associated sales job is closed, but the lead has not been abandoned, you can right click and select ‘continue’ to create another lead/sales job. You may wish to do this if you want to process as a second sales job for the lead at a later time, but maybe wish to report on the opportunity as the same lead.

NOTE: If a lead or opportunity has been abandoned, you can right click on it and select ‘reopen’ to reopen the opportunity or lead.

The Opportunity Menu

In each view of this form, you can right click on the grid for the popup menu. In this popup menu, you will find the options to…

· Create a new opportunity

o This will open the Opportunity Form

· Edit an existing opportunity

o This will open the Opportunity Form, or the Job Summary for opportunities that were recorded on the Job Summary.

· Delete an opportunity

o Only open opportunities can be deleted.

o Opportunities recorded from the Job Summary or Sales Leads cannot be deleted this way.

o To delete opportunities recorded from the Job Summary, the Job Summary must be edited and the ‘Opportunity Generated’ check box cleared.

o To delete Sales Leads, they must be cleared of line items and voided.

· Continue a lead

o This will create a new sales job (via the Job Form) and link the new sales job to the selected lead.

o Only leads can be continued.

o The new lead will show up in the opportunity manager once an opportunity code is recorded on the sales summary for the sale job.

o Any chain (group of linked sales jobs or leads) can only have one open lead at a time.

o To perform this action, a user will need the ‘Create New Job’ ability from the ‘Job/Call/Assignment’ section on the ‘Customer Service’ tab.

· Edit Notes

· Create and/or schedule New Follow up actions

· Move Follow up notes to history

· Mark an Opportunity as ‘sold’

o Only opportunities can be marked as sold this way.

o Leads/Sales Jobs will need to be edited via the Sales Summary and marked as sold.

· Mark an Opportunity as ‘abandoned’.

o Do this when you give up on an opportunity.

o Only opportunities can be abandoned.

o Leads/Sales Jobs will need ot be edtied via the Sales Summary and marked as ‘No follow up desired’.

· Convert an Opportuntity into a lead.

o This basically closes the opportunity (not sold) as ‘converted’ and create a lead/sales job.

o The new lead/sale job will show up in the opportunity manager grid.

o The new lead/sales job will be linked back to the originating opportunity.

o A user will need the ‘Create New Job’ ability from the ‘Job/Call/Assignment’ section on the ‘Customer Service’ tab.

· Print the grid

· Print the Customer Opportunity Report.

User Abilities

To access the Opportunity Manager, from the main menu or from a customer, a user must have the ‘Create/Modify/Delete’ ability found in the user group form under ‘Marketing’ on the ‘Customer Service’ Tab.

Additional Information

Reports

Job Summary Report – the detail, group totals and report totals for this report will include opportunities generated.

Customer Opportunity Report – the detail for this report will include a column to indicate the status of each opportunity as an opportunity or lead, open, abandoned, sold or continued. For continues leads, the sales job number will be included as well as the sale job number from which continued leads are continued from. The group totals and report totals will include counts of leads and opportunties for each status including the counts for converted opportunities, continued and counted leads.

Sales Tracking Report – the detail will now include ‘Referred By’ for sales calls linked back to opportunities. This is the ‘lead generated by’ for opportunities created from the Job Summary. “Referred By’ will also be available for filtering, sorting and grouping. The date filters still work the same on the sale date and estimate date ranges.

Customer History Opportunities

The Opportunities grid in the Customer History Form will give you a quick glance at a customer’s opportunities.

A/R Invoice Job Summary Form

The A/R Job Summary Form can be used to record a single opportunity in a similar manner to the Job Summary Form.