The Sales & Marketing Management module handles three important aspects. Customer Relationship Management, Sales transaction processing and post sales issue. The IMMS can emulate two different models. A single sales office operation and Central sales office operations with branch level operations. Customer database holds key information about customer contact details, preferences and relevant information. Mass mailing, direct e-mail support, Electronic Folder are all linked to customer inquiries. Sales transaction processing starts with Inquiry Management. Follow-up details are stored which also have links to standard word processor, spreadsheet and presentation program. Quotations are also linked to follow-up. Orders are booked and accepted through IMMS. When orders are despatched the checklist is made and compared with order. In post sales phase, installation and commissioning, service and spares sales and spares inventory is handled. |
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Inquiry Management
A customer database of prospects is updated when a new inquiry is received. Inquiry may be in any form viz. Letter, telephone call, fax or e-mail, or even a personal visit. Such inquiries are used as the basis of the database.
Follow-up Management
Essential details of follow-up are entered in the IMMS. Follow-up may be in any form. If the quotation is submitted it is linked to the follow-up. The plan of the next follow-up is also recorded from which an activity list for each individual sales person is generated on day-to-day basis.
Quotation Management
The formal commercial and technical details are presented to the potential customer by way of a quotation. There may be multiple quotations against a single inquiry. The quotations may be made in word processor and are then permanently connected to the inquiry. The quotation database is updated. A report on all those inquiries for which the quotations are not submitted can also be generated.
Order Booking
Orders are booked against inquiries. Order booking is done on the quotation submitted. Orders have to be acknowledged by the central sales office before processing. Once an order is booked the inquiry is deemed as closed.
Orders Lost
The details of orders lost are also tracked. Classification can be done for the orders lost to competitors as well as reasons for loosing the order.
Order Acknowledgement
The orders received from the customers are sent for acceptance to the central office. The orders are considered as accepted only after the order acknowledgement form (OAF) is made in IMMS. The Sales Job Order (SJO) to the manufacturing is made on the basis of the OAF. Order booking budget v/s. actual booking is updated.
Milestone
If the despatch is linked to certain milestones being achieved by the customer and/or the respective sales office, the developments are tracked. The information is made available to the central sale office for corrective actions.
Despatch
The goods are despatched against specific order through one or multiple shipments. A checklist is made to compare the order and despatch, delivery documents and invoices are prepared and relevant accounts updated. Pending order position is changed due to despatch. Sales Budget v/s. actual data is also updated.
Service
The installation and implementation information is stored in the database to create product history. Failed components in the product can be traced back to the original supplier. All service calls received are stored and assigned to service engineers. The call logging and tracking is done. A master record of all services provided to each customer and on each product is maintained.
Spares
Since spares are an essential part of product maintenance they are tracked. Free replacements, spares received from head office, invoices for spares sales and spares inventory is maintained.
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