Prerequisite document – Hailstone

CRM Requirements

This document covers summary of Prerequisites that is required from Hailstone team in relation with the CRM requirements put forth by Hailstone Innovations Pvt. Ltd.

Queries based on the Sales Flow

In the lead creation stage, could you kindly verify whether the leads are assigned to the sales representative after they are MQL qualified? Typically, sales reps are assigned to leads at the time of creation if lead assignment is automated, following the standard criteria.

In the sales flow flowchart, there are no specific criteria mentioned for converting a lead to a prospect. However, based on our understanding, a lead is typically converted to a prospect when an opportunity is created. If there are any additional criteria required for this conversion, please provide them for clarification.

Prerequisites related to the NetSuite Phase – 1

1. Intimation to health check-up of machines installed

Requirement Summary

The client’s requirement is to implement an automated system in NetSuite, which involves sending notification to service engineers and receiving notifications through the mobile application for scheduled health check-ups of installed machines. These health check-ups are based on predefined dates and are associated with service requests marked as “Health Checkup.”

Within the service request, multiple tasks can be generated for each equipment, and these equipment items have recorded last inspection dates. The aim is to utilize these last inspection dates to automate health check-up reminders. This automation will ensure that service engineers receive regular and timely reminders, prompting them to conduct health check-ups of machines in accordance with the predetermined dates.

Prerequisite from Client

Please share details of the calculation for the time required for health checks of each machine.

2. Connecting the service request with transaction

Requirement Summary

The business requirement entails establishing a connection between service requests and transactions within the system. During service requests, service engineers may sometimes identify the requirement for a spare part and include the suggestion for the spare part in the report filled after attending to the service request. After receiving the spare part suggestion from the service engineer, the internal sales team will contact the customer to understand their requirements and provide a quotation. There are two methods of requesting spare parts: customers can either make a spare part request through the online portal or have the sales representative do it from within the service request. In either case, there should be an option to choose the machine for which the spare part is requested. Within the app, when filling the report and suggesting a spare part, there will also be an option to choose that quotation for the spare part is required for the machine.

Prerequisite from Client

Please provide information on the process of creating spare requests after confirming it with the employees responsible for handling spare parts as well as the fields in Service Request which you refer for this purpose.
Could you please share a screenshot of the process of filling out the spare part suggestion related to a service request within the existing app?
Which field in SR you are using for this purpose?

3. Generate a Task Completion report to Customer

Requirement Summary

The current challenge faced by project engineers is the inability to send task completion reports to customers, obtain their feedback, and subsequently close the task. The requirement is to establish an automated system that sends task completion reports to customers, facilitating timely communication and feedback collection. Tasks are created within the service request. Once the service request is completed, an email must be sent to the customer. Upon completion of the service request, a follow-up email must be sent to the customer containing a link to the completed report and a feedback form. The email will be sent after 24 hours to ensure that the machine is running smoothly after the issue has been resolved, thereby ensuring that the same issue does not reoccur. This automation will streamline the process, ensuring efficient task closure and effective customer engagement.

Prerequisite from Client

Kindly provide the link to the current feedback form that will be sent to the customer upon completion of each service request.
Kindly provide the task completion report template.

4. Auto populating fields inside the project site on creation

Requirement Summary

The existing process involves manually entering customer details from the sales order to create project or customer sites. The requirement is to incorporate a feature during the creation of a new customer/project site that permits the selection of a particular sales order. Once the sales order is chosen, the pertinent information from the fields within that sales order will automatically fill the corresponding fields in the project site. This automation will fetch all the necessary details from the sales order, enabling seamless integration and providing easy access to customer information within the portal.

Prerequisite from Client

Please provide the information about the fields that should be automatically populated within the project site during its creation, utilizing data from the sales order and service request.

5. Including stages of project inside NetSuite

Requirement Summary

As part of the project, the project manager currently maintains a workbook in Excel containing various stages of the project, such as initiation, planning, execution, and closeout. The requirement is to incorporate these stages as distinct subtabs under the “Project Info” tab within the Project/customer site in the Project manager’s portal. Additionally, the fields associated with each subtab should be presented as columns, allowing users to input data directly into NetSuite instead of maintaining a separate workbook.

Prerequisite from Client

Could you please share the workbook (Excel) regarding the fields in each sub tab that you require in NetSuite?
Could you please specify all the fields and field type associated with each subtab (The field type has a direct impact on capture of the field values in repots)?
We assume these fields in NetSuite are for information purposes only and we don’t want to create any similar reports based on this.

6. View permission of price list – NetSuite permission

Requirement Summary

The requirement is to establish a configuration for the price list that restricts users to view-only permissions. The client requires a price list configuration within the app that restricts users from copying, printing, or capturing screenshots of the price list. Visibility of prices will be role-based in NetSuite, meaning different roles will have access to specific price sets. For instance, sales reps may view one set of prices, while sales managers can access two sets of prices for the same machine. As per the NetSuite standard functionality, we can remove the edit option. Also based on the roles we can set the view option. We cannot restrict the copy and screen capturing from NetSuite using third party tools.

Prerequisite from Client

Could you please share the item price list for the sales engineer and sales manager for implementing the same in NetSuite?

7. Identifying the person who created the lead

Requirement Summary

The requirement is to update NetSuite with information about the person who first created a lead. Incentives are given to the individual who provides the initial information about the lead. To ensure proper incentive distribution, NetSuite needs to record and track the details of the person responsible for creating the lead, allowing the company to allocate incentives based on this information accurately. When a person enters their email ID/ phone number in the online lead form, a pop-up message will be displayed if the entered email ID or phone number does not exist in NetSuite and the user won’t be able to proceed with lead creation. If such an ID or phone number exists in NetSuite, the process can proceed as usual.

Prerequisite from Client

Based on our discussion, you mentioned that if the service team generates the lead, they are using an external link. Therefore, kindly share the external link of the lead creation form.

8. Notification on different stages related to the lead

Requirement Summary

The requirement is that the application team needs to be notified when all fields in the SQL are filled, indicating readiness for further processing. Likewise, the sales representative should be alerted when a lead becomes MQL qualified. Moreover, the quotation team should receive notifications whenever an opportunity is created, allowing them to initiate the quotation process promptly. Email as well as mobile app is used as the medium to send the notifications. The client emphasized the importance of devising a strategy for assigning the application team and quotation team to the leads, as these teams are not automatically assigned. To support this, new fields have been incorporated into the lead record for both the application team and quotation team. Once assigned, the application team will be responsible for creating flowcharts and, if required, visiting customer sites. They will require access to completed SQLs, customer details, and the ability to create opportunities.

To streamline the process, the application team needs to upload flowcharts through online forms directly to NetSuite’s file cabinet in PDF format. Upon uploading, the quotation team will receive notifications and will be able to view the flowcharts from the file cabinet. The application team will receive notifications based on their assignment, while all members of the quotation team will receive notifications, and whoever is available will handle the quotation tasks.

Prerequisite from Client

Can you please confirm the following process:

First, the MQL (Marketing Qualified Lead) is qualified, and then a notification is sent to the sales representative.

After that, when the SQL (Sales Qualified Lead) is qualified, a notification is sent to the ‘Application team’.
Finally, when the opportunity is created, the ‘Quotation team’ will receive a notification.

Could you please specify the person or employees in application team and quotation team to whom the notification need to be send?
How to determine when each team member has finished their duty?
Could you please confirm if the email notification should be sent only when all the fields (MQL and SQL) are filled?

Should we create task records for them along with the notification?

9. Escalation of cases (applies to NetSuite and Mobile App)

Requirement Summary

At various stages of the case, each category of activities will be assigned a specific resolution time. If the case is not resolved within the designated time, it must be escalated to a higher level based on its category. A notification email must be sent to the relevant person to whom the case is escalated. There can be up to three stages of escalation for a case.

Prerequisite from Client

Could you please specify the particular field within NetSuite that corresponds to the activity mentioned in the escalation matrix?
Please provide information about the designated person to whom each case is escalated.
In the category list we found some missing values and mentioned below.

Productivity correction, Erection support, Commissioning, Commissioning (Equipment sale), Commissioning (Project sale), Helping hands through the portal, Auto reminder to SE after final machine delivery, Auto reminder to service engineer as per schedule, allowed visits as per approval, Service request through sub-process, Non breakdown case

10. Notify the equipment warranty expired

Requirement Summary

The objective is to deploy an automated system within NetSuite that sends email notification emails to a designated individual before the expiration dates. This automation will guarantee timely reminders to notify about equipment expirations.

Prerequisite from Client

Please provide details on the individuals or parties who should receive the notification when the warranty period of a machine expires.

11. Approval of sales order by higher authorities

Requirement Summary

The requirement is to implement an approval process for sales orders once they are created. Typically, these approvals are carried out by supervisors. The requirement is to implement an “Approve” button and “Reject and Resubmit” button in NetSuite for approving and rejecting sales orders. Upon receiving a minimum of 10% of the total amount specified in the quotation, a notification email will be automatically dispatched to the supervisor. The supervisor can then proceed to approve the order by clicking the “Approve” button. In case any incorrect information is entered in the sales order, the appropriate action is to click the “Reject and Resubmit” button, which will initiate the resubmission process. This entire process operates based on role-based approval.

Prerequisite from Client

We assume that the automation email can be sent to the supervisor when the person creating the sales order checks the “Advance Amount Received” checkbox after the payment has been received
If the sales order is rejected, do we need to add the reject reason why the approver is rejected the sales order?

REQUIREMENT UNDER CONSIDERATION IN THE PHASE – 1

1. Identifying the duplicate leads

The requirement is to effectively identify and manage duplicate leads. To achieve this, when creating a new lead and entering their phone number, an alert message will be displayed if a record with a similar phone number already exists in the company’s NetSuite account to contact the internal sales team. The internal sales team will be notified about the matter via phone call, and an email will be sent to inform them about the issues. They have the authority to reassign the leads to the new sales representative if necessary. In case duplicate records are found, a custom record will be created. However, if it is not a duplicate, new leads will be generated.

2. Identifying the person who created the lead

The requirement is to update NetSuite with information about the person who first created a lead. Incentives are given to the individual who provides the initial information about the lead. To ensure proper incentive distribution, NetSuite needs to record and track the details of the person responsible for creating the lead, allowing the company to allocate incentives based on this information accurately. When a person enters their email ID/ phone number in the online lead form, a pop-up message will be displayed if the entered email ID or phone number does not exist in NetSuite and the user won’t be able to proceed with lead creation. If such an ID or phone number exists in NetSuite, the process can proceed as usual. In this case, certain fields will be automatically populated, allowing the user to proceed to the next step.

3. Assigning sales rep based on territory

The sales representatives are assigned specific territories, and when a lead is created by selecting the state and area, the system should automatically assign the sales rep associated with that area. However, there is a problem where the automatic assignment of sales reps is not functioning correctly in certain areas. The requirement is to investigate and identify the issue that is preventing the proper allotment of sales reps, and then rectify the problem.

4. Send Notification to Sales Representatives, Service Engineers, and Project engineers

The business requirement entails implementing a notification system where sales representatives receive an email notification on their mobile app when new leads are assigned to them. Similarly, service engineers and project engineers should also receive email and notification when new service requests are allocated to them. Additionally, these new assignments will be updated in the user’s dashboard within the mobile app. This notification system aims to ensure timely communication and prompt action from the respective team members, facilitating efficient lead management and service request handling.

5. Check the error in department wise transfer of leads

There are distinct sales departments dedicated to handling international and domestic leads. The requirement is to resolve the issue that hinders the international sales department from accessing and opening lead records when an international lead, initially created by the domestic team, is transferred to them.

6. Follow up cold leads

This involves creating a workflow that automates the follow-up process for leads based on the last modified date and the absence of any status changes within a 7-day period. This workflow aims to streamline lead management by automatically sending emails and notification in the mobile application to the respective sales representatives, prompting them to take necessary action and follow up on stagnant leads. By implementing this automated workflow, the organization aims to improve lead responsiveness and ensure that potential opportunities are effectively pursued.

7. View permission of price list

8. Notification on different stages related to the lead

The requirement is that the application team needs to be notified when all fields in the SQL are filled, indicating readiness for further processing. Likewise, the sales representative should be alerted when a lead becomes MQL qualified. Moreover, the quotation team should receive notifications whenever an opportunity is created, allowing them to initiate the quotation process promptly. Email is used as the medium to send the notifications. The client emphasized the importance of devising a strategy for assigning the application team and quotation team to the leads, as these teams are not automatically assigned. To support this, new fields have been incorporated into the lead record for both the application team and quotation team. Upon filling the SQL, the application team will receive a notification. Once assigned, the application team will be re

ponsible for creating flowcharts and, if required, visiting customer sites. They will require access to completed SQLs, customer details, and the ability to create opportunities.

9. Adding details that helps in follow up

The requirement is to provide the users with access to information about the previous actions taken for and discussions made with the client when they view an enquiry. There should be a provision for the users to add voice clips after completing each task, detailing the problem and the actions taken within the app. The recorded voice clip is stored in Google Drive, and its link should be placed in the customer record. The client record also includes a next follow-up date, and an intimation will be sent to the employee as a reminder on that date. This will serve as a reference for future follow-ups, or any other related tasks associated with the customer.

10. New requirements of the existing lead

The requirement is to assess the feasibility of viewing new requirements from existing leads as enquiries in the system. When new requirements emerge, it is necessary for the sales representative to receive a notification classifying them as enquiries. The new inquiries from existing customers should be considered as leads and converted into SQL (Sales Qualified Leads). This is because when they count the leads for each sales representative, opportunities won’t be included in the count if the enquiries are created as opportunities.

Moreover, they wish to maintain the historical records of previously created SQL while allowing the generation of new SQL for each new inquiry and connecting it to related opportunities. To implement this, they need to remove the SQL field from the lead form and convert it into a child record. This will allow the same lead to have multiple SQL entries.

11. Approval of sales order by higher authorities

The requirement is to implement an approval process for sales orders once they are created. Typically, these approvals are carried out by supervisors. The requirement is to implement an “Approve” button and “Reject and Resubmit” button in NetSuite for approving and rejecting sales orders. Upon receiving a minimum of 10% of the total amount specified in the quotation, a notification email will be automatically dispatched to the supervisor. The supervisor can then proceed to approve the order by selecting the “Approve” button. In case any incorrect information is entered in the sales order, the appropriate action is to click the “Reject and Resubmit” button, which will initiate the resubmission process. This entire process operates based on role-based approval.

12. Auto populating details inside the project sites record

13. Including stages of project inside NetSuite

14. Generate a task completion report to customer

The current challenge faced by project engineers is the inability to send task completion reports to customers, obtain their feedback, and subsequently close the task. The task completion intimation email includes a link to the report filled in by the project engineers after completing the task, as well as a feedback form. The requirement is to establish an automated system that sends task completion reports to customers, facilitating timely communication and feedback collection. Tasks are created within the service request. Upon completion of the service request, a follow-up email must be sent to the customer containing a link to the completed report and a feedback form. The email will be sent after 24 hours to ensure that the machine is running smoothly after the issue has been resolved, thereby ensuring that the same issue does not reoccur. This automation will streamline the process, ensuring efficient task closure and effective customer engagement.

15. Linking expenses to the project

The requirement entails implementing a mechanism to link the expenses incurred by the project engineer during their travel to and from the customer or project site while attending a service request. It is important that these expenses, once provided by the project engineer, are associated and connected with the corresponding project for precise tracking and accurate accounting purposes.

16. Notification on reassignment

Sometimes, a service engineer who is already working on one service request gets assigned another request. In such cases, depending on the urgency of the new request, another service engineer is reassigned to handle it. Unfortunately, the newly assigned service engineer is not receiving notifications about the reassignment. The requirement is to implement changes to ensure that newly assigned service engineers receive notifications about their new assignments promptly.

17. Escalation of cases

18. Intimation to health check-up of machines installed

The client’s requirement is to implement an automated system in NetSuite, which involves sending notification emails to service engineers and receiving notifications through the mobile application for scheduled health check-ups of installed machines. The health check-ups are scheduled based on predefined dates and are linked to service requests categorized as “Health Checkup.”

19. Notify the equipment warranty expired

The requirement is to deploy an automated system within NetSuite that sends notification emails to a designated individual before the expiration dates. This automation will guarantee timely reminders to notify about equipment expirations.

20. Connecting the service request with transaction

When service engineers attend to a particular service request, they may occasionally identify the need for a spare part and make a request for it through the mobile app. Within the service request, there exists a field designated for adding suggestions regarding spare parts. Based on these suggestions, the internal sales team will contact the customer, gather their requirements, and proceed with providing a quotation. There are two methods of requesting spare parts: customers can either make a spare part request through the online portal or have the sales representative do it from within the service request. In either case, there should be an option to choose the machine for which the spare part is requested. Within the app, when filling the report and suggesting a spare part, there will also be an option to choose that quotation for the spare part is required for the machine.

REQUIREMENTS TO BE CONSIDERED IN THE PHASE – 2

1. Google Map Integration

The requirement is to integrate Google Maps with NetSuite, allowing the company to access real-time location information of sales representatives, service engineers, and project engineers. This integration is necessary to display the location of clients. By having this real-time location data readily available, the company can make informed decisions, optimize resource allocation, and effectively manage their operations and client relationships.

2. Integrating WhatsApp with NetSuite

The requirement is to integrate WhatsApp with NetSuite. When the company arranges an expo or exhibition, all leads located near that event’s location should receive notifications about it via WhatsApp. This integration would enable the company to leverage WhatsApp as a communication channel to reach out to potential leads in proximity to the event location, notifying them about the upcoming expo or exhibition.

3. Implementing market automation tool for efficient and targeted marketing campaign

This requirement is to create a group specifically for unqualified leads and associate this group with a marketing campaign record in NetSuite. Furthermore, the goal is to schedule the automated sending of email and WhatsApp messages to these leads. This process ensures that unqualified leads are effectively managed and engaged through targeted marketing efforts.

4. Customisation of exported excel file from NetSuite

The requirement entails customizing the export format of Excel files from NetSuite to align with the specific requirements of Hailstone. Currently, the exported Excel files from NetSuite do not match the desired format, necessitating manual corrections by Hailstone. To address this issue, customization is needed to ensure that the Excel files can be exported directly in the format required by the customer.

Prerequisite from Client

Please provide the list of records, along with their corresponding report templates and a sample report that requires generation.

5. View Day to day activities of field workforce

Currently, the system permits the viewing of clock-in, clock-out, site-in, site-out times, and the geolocation data of the field workforce. However, it is necessary to enhance the functionality within NetSuite to include a detailed view of the daily activities for service engineers, sales representatives, and project engineers. The focus of the requirement is on the sales reps. The client needs the ability to access district-wise or state-wide data of the sales reps’ reports, which should include information about their time log, meetings, and activities. To address this, the client wants to introduce an additional field for “district” in the record for “site in” and “site out” (Attendance and Swipe) on NetSuite. When the sales rep clocks in on the mobile app, they will be required to select the district from a dropdown menu, and this selected district information will be automatically populated in NetSuite. This enhancement should encompass comprehensive information, such as the tasks performed, sites visited, and other relevant details, in addition to the punch-in and punch-out records. A saved search needs to be generated to monitor the activities of sales reps, utilizing the custom records “Attendance and Swipe” and “Attendance and Swipe (Site In Site Out).”

6. Analysing the lead source

The business needs to establish specific criteria that will allow for the analysis of leads based on their sources. This requirement aims to gain insights into the origin of leads to make informed decisions and optimize lead generation strategies. By utilizing the lead source data, Key Performance Indicators (KPIs) can be generated and displayed on the dashboard.

Prerequisite from Client

What are the key metrics (specific criteria) that is referred to in this requirement?
Please confirm whether we require a report or a KPI dashboard.
Could you please specify the criteria in which we need to create the KPI dashboard

7. Setting management dashboard

The requirement is to establish separate dashboards for each role and enable graphical representation of data within those dashboards. This allows users to have a comprehensive view of details instead of reviewing them individually. By setting up role-specific dashboards, users will be able to access and analyse data in a visually appealing and easily understandable format.

Prerequisite from Client

Can you please provide information about the roles that require customisation in their dashboard, along with the critical areas relevant to each role?
Additionally, it would be helpful if you could share the criteria, reports, and key performance indicators (KPIs) that need to be incorporated into these role-based dashboards.

8. Training session for the management team

NetSuite allows the establishment of sales targets for sales representatives. The management team requires training on how to configure the process flow for setting sales quotas and targets within the NetSuite platform.

Prerequisite from Client

Please provide the areas to be concentrated on the training session.

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