Industry: Applicable to Industries with Complex Distribution Channels
Objective
To streamline the management of multiple sales and service channels by implementing a territory-based assignment system in Salesforce using Ortoo’s Territory Assignment. This system aims to effectively align leads, opportunities, and cases with the most appropriate distributors, resellers, or suppliers based on territory and other relevant factors.
Pre-conditions
- Salesforce CRM is operational with data from various channels.
- Territory Assignment is installed and configured within Salesforce.
- Territories and channel-specific criteria are clearly defined and mapped.
- Training is provided to all stakeholders on the new system.
Actors:
- Channel Managers (for Distributors, Resellers, Suppliers)
- Salesforce Administrators
- Sales and Support Teams
Workflow
- Territory and Channel Configuration: Define and configure territories in Territory Assignment, incorporating channel-specific nuances.
- Work Item Capture: Log work items like leads, opportunities, and support cases in Salesforce from various channels.
- Territory-Based Assignment: Utilize Territory Assignment to automatically assign work items to the appropriate channel based on the defined territories and other criteria.
- Channel Coordination: Ensure smooth coordination across distributors, resellers, and suppliers within their respective territories.
- Performance Monitoring: Utilize Salesforce’s reporting tools to monitor channel performance and territory efficiency.
Post-conditions
- Work items are efficiently assigned to the most suitable channel, considering both territorial and channel-specific factors.
- Improved coordination and collaboration among different channels.
- Enhanced visibility and control over channel performance and territory management.
Exceptions
- Work items that do not fit predefined criteria are flagged for manual review and assignment.
- In the event of system outages or discrepancies, manual intervention and realignment might be required.
Metrics for Success
- Increased efficiency in work item allocation across channels.
- Improvement in lead conversion and case resolution rates within territories.
- Higher satisfaction levels from distributors, resellers, and suppliers due to streamlined processes.
Benefits
- Efficient Channel Management: Automates and streamlines the distribution of work items across various channels.
- Enhanced Territory Utilization: Optimizes the use of territorial data for more strategic assignments.
- Data-Driven Insights: Provides actionable analytics for continuous improvement in channel management.
Optional Enhancements:
- Overlapping Territories Management: In cases where territories overlap, the system flags these instances for review. A resolution process is then initiated to redefine or adjust the boundaries of the overlapping territories, ensuring clear demarcation and efficient management of each territory.
- Multi-factor Assignment: In high-volume, complex scenarios, multiple factors can be used to determine the best rep or agent, including skillset, product, language and availability – on top of territory.
- Automated Triage: Implement AI-driven systems to automatically categorize and prioritize work-items based on content analysis and urgency, streamlining the initial handling process.
