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Scenario for Setting Up and Maintaining Accounts

Marketing administrators, account managers, and retail sales representatives perform the process in this example scenario for accounts. Your company might follow a different process according to its business requirements.

The marketing administrator for a food manufacturing company maintains the account-related data in the Siebel Business Application. Generally, all of the account data is bulk loaded into the Siebel Business Application from the food manufacturer's legacy database. However, the company just acquired a new account, ABC Mart, and the administrator decides to manually input the information about this account directly into the Siebel Business Application.

The administrator begins by creating account records for all of ABC Mart's headquarters offices and retail outlets. He then organizes these accounts into a hierarchy. He positions the corporate headquarters for ABC Mart at the top of the hierarchy, with regional headquarters in the middle, and retail outlets at the bottom. For each account, he then adds account profile and account contact information, and creates addresses and account assessment templates. He arranges with the database administrator to import into the Siebel database consumer demographic information, including household size, income level, and location. Also, he can manually assign account team members or use Siebel Assignment Manager to automatically assign them, based on factors such as State, Area Code, and Type of account. He informs the new account manager when the account information is ready.

The account manager for ABC Mart instructs the retail sales representatives who report to her to enter activities and opportunities for each of the ABC Mart accounts for which they are responsible.

While the sales representatives interact with their contacts at the retail outlets, they enter unique information about each account, such as new contacts, addresses, assessments, best call times, store sizes, visit frequencies, or any additional demographic information. When sales territories change, representatives can remove themselves from account teams. When new representatives are hired, detailed information about accounts is available to them, based on their roles and responsibilities.