This chapter covers the following topics:
The following chart shows the creation and implementation of a telemarketing campaign.
A marketing campaign is created to meet specific marketing objectives. The budget for the campaign is created and approved, and the products for the campaign are selected. An offer is associated with the campaign and deliverables and campaign activity are created. Metrics for measuring the campaign are determined and a target list is created. Telemarketing scripts can be used with the campaign.
When all the pieces of the campaign are ready the telemarketers execute the calls and follow the script. They capture the details for prospects. At the end of the campaign, Marketing measures and analyzes the success of the campaign.
The following chart shows creating a marketing event and the telesales agent registering a customer for the event.
The marketing event is created to meet specified marketing objectives. The event includes an approved budget, metrics for measuring its success, and a target list. There are deliverables for the event and it is scheduled including location, resources, agenda, and so on. The designated telemarketing resources receive calls and register people for the event. Marketing monitors the campaign for results, the event is held, and Marketing analyzes the metrics.
The following chart shows a marketing campaign conducted through TeleSales.
Marketing generates a target list that is then imported into Oracle TeleSales. Scripts and collateral are readied and leads loaded into Oracle TeleSales. The marketing activity is measured. The Inbound Call to Lead flow follows.
The following chart shows an inbound call being routed according to rules established in Oracle Advanced Inbound.
The Execute Campaign to TeleSales flow precedes this flow. The sales inquiry call is received by a telesales agent, and Oracle TeleSales provides information about the caller as well as the script the agent should follow. If the call is a valid lead, then the agent enters information to create a sales lead in the eBusiness Center. The agent can also register the caller for an event and send collateral to the caller. Lead to Opportunity and Opportunity to Order flows follow.
The following chart shows a sales or telesales agent changing a lead to an opportunity.
The application generates and assigns leads. The telesales agent then contacts a lead, determines the potential customer's product interest, and qualifies and scores the lead. If warranted, the agent converts the lead to an opportunity and the application assigns the opportunity. The agent can also register a person for an event and send collateral. If there is a change of partners for the opportunity, then the agent assigns and monitors the partner. The agent confirms opportunity details supplied by the partner. The opportunity is then managed until it becomes a sale or a lost opportunity.
The following chart shows an opportunity assigned to a sales agent.
The Lead to Opportunity flow precedes this flow. Salespeople review their pipelines and then generate a baseline forecast. They later modify their forecasts and submit them to their managers. Managers compare their subordinates' pipeline to forecasts, then generate a final forecast and accept their subordinates' forecasts. The forecasts are rolled up the management chain and managers submit forecasts to their managers.
The following chart shows an opportunity becoming a quote and then an order.
Salespeople convert an opportunity to a quote and then manage the quote. They perform cross-sell and up-sell and then configure a sales order. They present the quote to the customer and negotiate to determine order details. Any update to the customer information is made in the application. Salespeople negotiate for an applicable service agreement and convert the quote to an order.
The following chart shows a product trade-in becoming a quote and then an order.
A customer calls in with a trade-in request or a problem. The agent receives the call and the application pops up customer information and a script. The agent proposes a solution to the customer and negotiates a quote. After performing cross-sell and up-sell, the agent presents and negotiates the quote. The customer agrees with the quote and the agent configures a sales order and determines the order details. A credit memo for the customer is approved. The agent updates customer information, negotiates a service agreement, and converts the quote to an order.