The document discusses sales force automation (SFA) tools and how they allow companies to better manage customer relationships and sales processes by providing field sales reps access to up-to-date customer information through their mobile devices. It provides an overview of the evolution of SFA from paper-based systems to software tools, the key functions of SFA tools like sales activity management and lead management, and considerations for successfully implementing an SFA system.

1. Assignment
On
Sales Force Automation
Submitted to:-
Mr. Prashant Dutta Gupta
Submitted by:-
Bhawna Upadhyay

2. Sales Force Automation
 Focus on cultivating customer relationships and
 Improving customer satisfaction
The Ever-Evolving SFA
 Early 1990’s companies with field sales forces
were faced with tremendous amounts of
customer information.
 Software vendors realized this unmet and
unrecognized need.
 Info about customers was kept in “little black
books” that left with the sales reps.

3. The Promise of SFA
 Putting account information directly in the hands
of field sales staff.
 Making them responsible for it with the promise
of…..
 Making them more productive.
 Synchronize information with the corporate
client/server database.

4. Sales Force Automation Tools
 Sales Process/Activity Management
– Offer calendars to assist in the planning of key customer
events
 Proposal presentations
 Product demonstrations
– Alarm Reminders
 Signal important tasks
 Generate documents as they are needed
 Make decisions based on the user’s input
– Generate a mailing suggestions
Sales Force Automation Tools
 Lead Management
– Also known as “opportunity management”
and “pipeline management”
– Track customer account history

5. – Monitor leads
– Generate next steps and
– Refine selling efforts online
– Allows sales management to automatically
distribute client leads to a field or
telemarketing rep based on the area’s
product knowledge or territory
Sales Force Automation Tools
– Configuration Support
– Automatically factors in complex customer
attributes and requirements to build a
solution from scratch
– Among the companies who may use such
tools
– Computer technology vendors
– Appliance manufacturers
– Telephone companies

6. Knowledge Management
 Many CRM tools geared to SFA include
functions specific to accessing and conversing
on a range of corporate documentation to
supplement sales efforts and provide fast data
during the heat of a sale.
Sales Force Automation Tools
 Field Force Automation (FFA)
– Part customer service and part sales force
automation
– Also known as “field service management”
– Field technicians receive dispatch orders via
their PDAs, pagers, and cell phones
– Making use of these same devices during the
actual repair.

7. An SFA Checklist for Success
 Understand how SFA will help, and enlist
salesperson stakeholder ship at the beginning
– Initial requirements gathering
– Rollout tool
 Communicate the value to the sales force up
front
 Invest in-and enforce-training.
An SFA Checklist for Success
 Beware of inherent sales processes packaged
into SFA tools
– Customize YOUR sales process
 Understand the infrastructure necessary to
support wireless technologies
 Let SFA use affect sales compensation.

8.  Change hiring practices and job role descriptions
to include use of CRM