1. CRM Sales Process Flow
Lead Handling
An automated email send a
An email is received A custom plugin creates a new Lead from the email
The router pushes note to the customer that the
Potential customer enters in exchange and and automatically assigns it to a sales rep. A
Web the email to a lead has been assigned and
Inbound Lead Capture
data into a web form CRM Email Router human friendly Lead ID is generated with a lead
Queue in CRM a copy of the itinerary is sent
captures it source of web
as well (EMAIL_1)
Lead Type
Quote
Inbound Phone
Inbound Phone Begin Quoting Process
Call
Quote
Good
Yes
Is customer still Tag Lead as Lost
Yes No
interested? in CRM
Quality of Lead
Data for Quote
Survey-Lead
SOP for Unreachable Lost/
Is Customer Customer/Tag in CRM
Lead No Unreachable
Reachable? System for Metrics
Incomplete
SOP for Customer Service/
Is it Spam, Lead or
Customer Service Tag in CRM System for End
Customer Service?
Metrics
SOP for Spam/Tag in
Spam
CRMSystem for Metrics

2. CRM Sales Process Flow
Quoting
Create Customer Information in
No
System
Quote Process
Create a quote in system with the clientid
Quote
Do we have enough SOP for Existing Is this is an existing record of the customer. If its an email
Yes Yes
Information to Quote? Customer Check customer? lead, enter the lead id. If it is an inbound
phone call, leave it blank.
No
Follow-up for Quoting
SOP for gathering
Information
Gather Information
Information for
to Quote
Quote
Send Quote
Follow-Up
and Sell
Email/Mail/Fax Quote to
Customer
EMAIL_2/EMAIL_3

3. CRM Sales Process Flow
Follow-Up and Sell
Execute Follow-
24 Hour Follow-Up Up and Sell and
Close Deal
Follow-up
Follow-Up
and Sell
Execute Follow-
72 Hour Follow-Up Up and Sell and
Close Deal
14 Day Prior Execute Follow-
Decision Date Up and Sell and
Follow-up Close Deal
If won, an automated follow-up for
Survey/
Interface Updates
Convert Quote to 1.) Order Confirmation 2.) Payment Collection 3.) Follow-up for Mark quote as
Win
Win CRM Record as
Booking in System next Order System in System
won
Close
Survey/
If Lost Interface Updates
Win/Lose/Expire Close Quote as Mark quote as
Lost
Lost 1.) Cancel Quote in System CRM Record as
Quote? Canceled Lost in System
2.) Put a reason Code Lost
Expired
Survey/
Quote Interface Updates
Mark quote as
Expired Automatically CRM Record as
Expired in System
Expired Lost

4. CRM Sales Process Flow
Survey
Survey-Won
Send Survey to Customer
End
and Solicit Feedback
Survey-Lost
Send Survey to Customer
End
and Solicit Feedback
Survey
Survey-
Expired
Send Survey to Customer
End
and Solicit Feedback
Survey-Lead
Unreachable
Lost/
Send Survey to Customer
End
and Solicit Feedback