Performing a Needs Analysis

Use a Needs Analysis to determine what items you are likely to sell to your customer, and when they will be ready to purchase the items.

Note:

The following task is based on the Energy Efficiency Programs interview that was delivered with CX for Utilities Sales. If your utility updated the interview, these steps might not reflect what you see on your screen.

Perform a Needs Analysis

To perform a needs analysis interview:

1. Access Account 360.
2. Search for and select a billing account on which you want to perform a needs analysis.
3. Click the action menu button at the top of the screen, and select View Needs Analysis Dashboard.
4. On the Needs Analysis: <Account Name> screen, click the Start Analysis button on the Energy Efficiency Program card.
5. The system creates a record for your interview and opens the Energy Efficiency Program screen.

   Note:

   If you exit the interview before you complete it, the interview will appear in the In Progress area of the Needs Analysis Dashboard screen. You can click the Continue Analysis button on the interview card at any time to continue with these steps.
6. The following fields are automatically populated based on your billing account details, but you can select different values for each using the drop down options:
   • Account
   • Contact
   • Billing Account
7. If needed, use the action menu to create additional items, such as leads, opportunities, appointments, tasks, notes, and emails. These are created in addition to any records that are created when you complete the interview process. For example, your contact might ask you to call him back tomorrow because he is not available to complete the interview right now. In this case, you could create an appointment or a task to remind you to contact the person again tomorrow.
   • Lead
   • Opportunity
   • Note
   • Appointment
   • Task
   • Email

   Note:

   Selecting one of these options opens a drawer where you can create your record. When you are done, close the drawer to return to this tab to complete your interview or exit out of the Needs Analysis Dashboard.
8. Complete the questions in the Energy Efficiency Program Enrollment section.
9. Click Next.
10. The system displays the recommended plans for you to discuss with your customer. Each plan option includes:
    • Plan name and description
    • List of products included in the plan
    • More details option that enables you to view additional details about each plan
11. If applicable, select a plan and then select one of these options:
    • Ready to move forward? (Create Opportunity): If you select this option, you must select a plan before you can complete the interview. When you complete the interview, the system automatically creates an opportunity that includes the products included in the plan. The name of the opportunity is Needs Analysis - Energy Efficiency Program <Date/Time>.
    • Need more time to decide? (Create Lead): If you select this option, you must select a plan before you can complete the interview. When you complete the interview, the system automatically creates a lead that includes the products included in the plan. The name of the lead is Needs Analysis - Energy Efficiency Program.
    • Other follow up options: If you select this option, you do not need to select a plan. However, you must select one of these sub-options:
      • Create Appointment: If you select this option, the system creates an appointment with the plan options in the Description field. The name of the appointment is Needs Analysis - Energy Efficiency Program - <Billing Account ID and Name>.
      • Create Task: If you select this option, the system creates a task with the plan options in the Description field. The name of the task is Needs Analysis - Energy Efficiency Program - <Billing Account ID and Name>.
12. Click the Accept & Submit button.
13. The system returns you to the Needs Analysis Dashboard, and a message appears at the bottom indicating what type of record was created. For example, the "Lead Created" message might appear.
14. You can then view or edit any of the records you created as needed. For additional information, see:
    • Managing Activities to view or edit appointments and tasks
    • Using the Leads and Opportunities tab to view or edit leads and opportunities