Technique of using software to automate the business tasks of sales. Lead Management Opportunity Management Contact Management Client Management Task Management Team Management Marketing Automation Campaign Management

1. 5. Sales Force Automation &
Services Automation

2. Sales force Automation
● Technique of using software to automate the business tasks of sales.
○ Lead Management
○ Opportunity Management
○ Contact Management
○ Client Management
○ Task Management
○ Team Management
● Marketing Automation
● Campaign Management

3. Mobile as an Important Tool
● Mobile phone is for communicating – Voice; Email;
● Sales Appointment
● Inventory checking
● Sales contacts
● Sales activity tracking/notes
● Face-to-face product demonstration
● Create Simple quotes
● Daily tracking : Visits, Targets, Attendance
● Expense Statements

4. Services Automation
● Case / Complaint Management
● Data of Customers
● Service team / Franchise Management
● Intelligent, omni-channel self-service
● Built Knowledge base
● Dashboards, Simple reports
● Engage Customers with modern tools like chatbots
● Service requests, incidents, and lines of business (IT, HR, Facilities)

5. ITIL
● ITIL is a set of practices for IT service management (ITSM) that focuses on
aligning IT services with the needs of business.
● General Management Practices’
● Service Management Practices
● Technical Management Practices
● Common Service Management includes Incident Mgmt, Problem, Service
Levels, Problem, Root case Analysis

6. Twitter @ajitgjoshi