Sales activities may not require complex workflows, but much time can be saved by standardizing routine tasks such as

  • sending or mailing product information and follow-up
  • creating a proposal, authorization (if required) and follow-up
  • planning a demonstration or presentation and follow-up

These and similar processes have many things in common. They require interaction with others, colleagues and customers, they require some kind of resource and time management and always  require follow-up. The latter is as every sales person knows essential, but also the most difficult to plan.

While all CRM solutions offer activity and appointment planning tools, usually integrated with Microsoft Outlook or other Groupware, not all provide workflow tools. Solutions available are of differing quality.

A good solution will allow tasks to be defined and linked, assigned to users of groups and given start and end times and will preferably have a graphical design tool. Once an instance of a workflow is started, it must be possible to change the planned sequence at any time or to jump from one workflow to another.  A prospect who has received a proposal may for example request a new presentation which may again lead to a new proposal.

Further the workflow solution must allow for multiple alternatives for the display of open tasks, for example by user and date, by customer, by workflow etc.

The processes may appear simple, but practice shows that even these simple processes are always unique to each company and often to groups within the company. This often neglected area can help reduce costs while increasing the efficiency of sales persons and sales organizations.

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