The document discusses Haycarb PLC's sales process for new direct customers. The process involves 4 main activities: 1) Identifying the customer's specifications, 2) Demonstrating a customized project, 3) Discussing project implementation, and 4) Finalizing the project proposal. Two key issues with the process are that the managing director handles all customer interactions, potentially becoming overwhelmed, and there is no follow up with customers. The suggested solutions are to appoint sales executives to take over new customer interactions and implement marketing campaigns to attract past customers.

1. Marketing
Processes in
Haycarb PLC
TM-1241 Key Business Functions and Role of BPM II

2. Content
▫ Introduction
▫ Sales Process
▫ Sales Process Flow Chart
▫ Key Features of the Process
▫ Issues of the Process
▫ Solutions for the Process
2

3. 3
Heycarb PLC
One of the World’s Leading Manufacturer
of Coconut shell Activated carbon
Established on 1970
A Subsidiary of Hayleys PLC
Accounting for over 16% of the Global Market Share

4. PRE-ACTIVATION | ACTIVATION | POST ACTIVATION
Produces standard, washed and
impregnated granular activated carbon,
powder activated carbon and extruded pellet
activated carbon for:
-Water treatments-
-Air treatments-
-Gold recovery-
-Food and beverage industry-
-Energy storage-
-Specialty applications-
4

5. 5
$1oo Million
of Annual Revenue which ranks them among the Top Leading
companies in shell activates carbon industry

6. Sales Process
-B2B Business Model-
-Marketing subsideries for direct sales-
-Sales on Global Scale (US, UK, Europe)-
We investigated on the process involving
New direct customers

7. 7
2
4
1
3

8. Main
Activities of
the Process 1. Identify Customer`s Specifications
2. Demostration of a Custom Project
3. Discuss Project Implementation
4. Finalize the Project Proposal
8

9. Identify
Customer`s
Specifications
9
Decision Points
• Determining whether
the customer
specifications are met
Events
• Receiving inquiry from
an email
Tasks
• Replying for inquiry
emails
• Customer qualification
• Directing customers to
the website
Objects
• Brochures
• Emails
Outcomes
• Customer discovering
whether his
specifications are met
on the product list of
the company or the
product he seeks exists
in the list
Actors
• Managing Director
• Customer
• Website

10. Demostration
of a Custom
Project
10
Decision Points
• Determining whether
the customer specified
product is capable to be
produced
• Determining whether
customer accepts the
custom proposal
Events
• Receiving customer`s
specification via email
Tasks
• Analysing and research of
customer specifications
• Checking production
capability
• Preparing and
demonstrating the custom
project
Objects
• Brochures
• Emails
• Custom Proposal
• Specification
Documents
• Analysis report
Outcomes
• Customer receiving a
customized project
proposal to satisfy his need
• Closing the opportunity of
a sale due to incapability of
production
Actors
• Customer
• Product Developers
• Production Manager
• Executives

11. Discuss Project
Implementation
11
Decision Points
• Determining whether
customer requires
samples to test the
product
• Determining whether
product specifications
need to change
Events
• Requests for sample
• Requests on project
information
• Receiving feedback on
samples
• Request for quotation
• Purchase order
recieved
Tasks
• Discussing about project
implementation (Product, Date,
Quantity, Price, Shipment
Details)
• Sending samples
• Making changes on
implementation based on
feedback
Objects
• Emails
• Presentations
• Samples
• Quotations
• Purchase Order
Outcomes
• Discovering whether
the product is suitable
for customer using
samples
• Finalizing project
implementaion
Actors
• Managing Director
• General Manager
• Customer
• Production manager

12. Finalize the
Project
Proposal
12
Decision Points
• Determining whether
the customer
specifications are met
Events
• Purchase order
received.
Tasks
• Preparing the final
agreement
• Negotiating terms (Final
price, legal terms, payment
terms)
• Preparing invoice
Objects
• Emails
• Invoice
• Purchase Order
• Proposal Agreement
Outcomes
• Customer negotiating
terms and successfully
placing the order to
the company
• Order cancelled and
opportunity closed
Actors
• Managing Director
• General Manager
• Customer

13. Issues of the
Process
Managing Director addressing
customers
No customer follow ups
13
Problems caused:
Possibility for the workload of
the Managing Director to
surpass his threshold since he
is responsible to address new
customers.
Problems caused:
Customer acquisition is a cost
therefore not following up
customers will cause more
cost and maybe loss

14. Solutions
for the
Process Appoint sales executives and a
sales manager to address new
customers separately
Initiate Marketing Drip
Campaigns
14
Benefits:
It will minimize risk of
overwork for the managing
director and there would be
better delegation of work.
Benefits:
It will attract potential
customers back to the
business when their needs
are back.

15. 15
Thank You!
Any questions?
Group Members
Thathsara Wagasenevi - 216145H
R.V.U. Thathsarani - 216136G
T.A.A. Malshani - 216076V
M.A.M. Sihan - 216129M
M.H.M.K.S. Hennayaka - 216047J
J.K.M.L. Sandaruwan - 216120D