ventec salesforce guidelines...based on location • rep follows up and can convert to contact,...

Ventec Salesforce Guidelines

Updated March 2020

© 2020 Ventec Life Systems Confidential and Proprietary1

Why Salesforce Benefits and requirements

Coordination and efficiency• As we grow, coordinate between HQ, regions, and

functions

• Ensure marketing resources are allocated efficiently

Reporting and tracking• Simplify pipeline calls and eliminate duplicate

reporting

• Real-time analysis of needs and challenges

• Commission reporting based on invoices

Automation and targeting• Deliver the right message to the right audience at

the right time

• Supplement your efforts to find leads and follow up

What We Need• Log interactions, emails,

tasks, targets

• Details and status updates

• Keep Opportunities updated for monthly Pipeline review

What You Will Get• New tools to alert you to

engagement from target contacts

• Templates and options for streamlined follow up

• Screened leads and integrated marketing

• Detailed customer information, order history, pricing, device tracking


Using SalesforceHigh level reminders

Accuracy Matters – No Abbreviations• Spell out words - you can list an abbreviation in parentheses if if helps for searching

• E.g. University of California San Francisco (UCSF)

Record all major interactions and tasks• Log calls, emails, visits, follow ups to ensure we have the right mix of follow ups

• Use tasks to set reminders and follow ups

Details matter• What’s working? What’s not? What are the objections?

• Recording details helps inform a collective response

Pipeline review – 1st of the month• By keeping Opportunities updated and details included, Pipeline reviews will be

streamlined to focus on support you need

• You are responsible for an accurate Opportunity report as of the 1st of each month


Salesforce TerminologyUnderstanding Salesforce

• Entered via web form, business card, email, event list, etc.

• Maria / Kelly review and verify basic Lead information (is this someone who could potentially use VOCSN?)

• Once screened, Lead is assigned to appropriate rep based on location

• Rep follows up and can convert to Contact, Organization, and Opportunity

• Verified individual of interest or importance to VOCSN

• Every contact must be assigned to an Organization

• May be a “warm contact” (someone asking for information) or a “cold contact” (a Top Prescriber based on data)

• A company, non-profit, or location that may use or support VOCSN

• Potential customers, existing customers, non-profits, payers, and locations

• National Accounts tagged – organizations may be ”children” of parent account

• A specific chance to sell VOCSN. This represents our Pipeline.

• DME, Facility, Hospital, Other (Academic)• Reorders for existing Customers

Lead Contact

Organization Opportunity


Salesforce WorkflowWorking within Salesforce

Lead

Contact

Organization Opportunity

Unqualified leadMarked for future reference only.

Converted LeadConvert to Contact and/or Org once qualified

Every contact must be a part of an organization

Only orgs that can purchase VOCSN are Opportunities

(DME, Facility, Hospital, Academic)

Once an Opportunity is won and the customer has purchased VOCSN, invoice and other details from Syspro will be available

Customers can also set up “Reorder Opportunities” to update the pipeline without providing background information

Customer


LeadsDetermine Qualified / Unqualified

• Created by people who fill out a form, stop by a booth at an event, give you a business card, or otherwise reach out to Ventec

• For patients / caregivers, Kelly reaches out and works with them to determine qualification (e.g. Prescription, Same or Similar restrictions, DME provider, etc.)

• For others, Maria and Kelly assign to the appropriate Sales rep in Salesforce based on territory and follow up with direct email to Sales rep

• What we need from you:• Follow up with Leads and fill in notes or details• Once basic viability established, mark the lead as “Converted”• Input any leads you receive – business cards, phone calls, etc.• If you receive a list of leads (e.g. at a Conference), please send to Mark

SooHoo for uploading



Status• New = No action

taken

• Ventec Followup = We have responded, Lead has not engaged

• Working = Lead has engaged, trying to determine if Lead is qualified

• Unqualified = Not a good Lead

• Converted = Good contact / org (see next page)

Call Logged• Action noted



Details• Notes about the

interaction and next steps


Convert LeadsQualified Leads become Contacts, Orgs, and Opportunities

You may choose whether or not to create an opportunity for the Pipeline

1. Choose “Converted” and “Select Converted Status”

2. Create new or choose existing if name / organization already exists


Unqualified LeadsMark as unqualified to remove from consideration

1. Choose “Unqualified” and “Mark as Current Status”

2. Select reason they are unqualified and submit


ContactsIndividuals who matter to VOCSN

• We have added new Contact types to better track the people we want to nurture

• Allows for specific information relevant to only certain types of contacts• E.g. Patient medical information

• What we need from you:• Accurate and complete contact info• Name, organization, email or phone are

required• Add notes and tags


Organizations, Customers, UsersUnderstanding Types of Organizations

Organizations• A company, facility, payer, or other organization. Examples

include Aerocare, ALS Associations, Townhouse, or Humana. • All contacts much have an organization associated

Customers• Directly sent to Salesforce from Syspro• Have filled out the customer form, been approved, and

completed a purchase of VOCSN or supplies

Users• Not the patient but the end user billing for E0467• Users will become customers when they purchase accessories

Homecare Example:

• Aerocare rents from Trace (Aerocare is the user, Trace is the customer)

• When supplies are purchased, Aerocare becomes a customer

Facility Example:

• Kulana Malama leases from FirmCo (KM is the user, FirmCo is the customer)

• When supplies are purchased, Kulana Malama becomes customer


OrganizationProspects and partners

• Organizations can now be “customers” or non-customers• Examples of organizations that are not customers but still tracked in Salesforce include:

• Prospective customers• Non-profit partners (e.g. ALS Association)• Payers (e.g. UnitedHealthcare)

• Organizations can have “parents” and “children.” • The “parent” would be the national organization: VieMed, Philosophy Care

Centers• The “children” would be the branches or facilities: VieMed – Louisville, KY,

Philosophy Care Centers – Townhouse Nursing

• What we need from you:• Add tags by checking boxes where

appropriate• Naming consistency for national

account “children”• E.g. “VieMed – New Orleans,

LA” “VieMed – Louisville, KY”


Organization - CustomerInformation from Syspro

• A customer is an organization that has purchased something (usually but not always a device), and is set up in Syspro as a Customer

• Detailed customer information, order history, pricing, device tracking will be available (eta end of March)

• Reps will be able to see Customers they own


Organization - UserOrganizations using VOCSN

• User is not the end user (patient). Rather, it refers to the facility or DME ultimately billing for a device

• Most users will be customers • Example: Kulana Malama leases via FirmCo, but becomes a customer when it orders

supplies• Users will have VOCSN serial numbers attached


OpportunityCreating a robust pipeline with information

• Opportunities now have qualification questions and a “Playbook”• Qualification questions vary between DME, Facility, or Hospital• Each stage must be complete to move on to the next stage

• What we need from you:• Ensure your Opportunities are up-to-date by the 1st of every month for pipeline

review• Update amounts, expected close date, and stage• Add at least one contact role for each opportunity• Update each stage of the funnel with information, challenges, or needs• Log interactions such as emails, phone calls, and meetings• Please use full names without abbreviations or add the abbreviation in parentheses

for easier searching• E.g. ”University of California San Francisco (UCSF) Medical Center”


OpportunityCreating a robust pipeline with information

Sales Funnel• Notes about qualification and each

stage of the funnel

Contact Roles• Assign at least one contact to each opportunity with a role


OpportunityPlaybook for success

Playbook Details• Optional additional

information against proven sales process

• Shares notes and challenge for joint discussion

• Opportunity is color-coded based on Playbook


Using QuoterImportant Reminders

• Before you use Quoter, make sure you have an Opportunity set up in Salesforce

• Use VentecLife.com/Quote to enter quotes

• If you do not see the option to connect this quote to an existing Salesforce Opportunity, do not proceed. You must have an opportunity in Salesforce and connect the quote to the opportunity.

• Submit your quote for review before it is released to the customer

• If the contact in Salesforce is a duplicate of an existing contact, none of this integration will work. Please make sure you check to see if a contact already exists in the database, prior to creating a new contact in Salesforce.


Using QuoterImportant Reminders

Correct

• Opportunity created first in Salesforce

• Connected within Quoter and shows up in Notes and Attachments

• Correct in Quoter

Incorrect

• Opportunity not set up first in Salesforce

• Creates a new Opportunity that is not named other than “Quote 391”


Pipeline ReviewProjecting Sales for the Month, Quarter, Year

• Monthly review of Open Opportunities and Forecast against Close Date• No separate report or notes – everything will be done live in Salesforce

• What we need from you:• Review your open opportunities by the first of every month• Ensure close dates and amounts are accurate based on your latest

understanding• Link key contacts for each Opportunity. • Log interactions, challenges, notes


Pipeline ReviewProjecting Sales for the Month, Quarter, Year

• Review ”All Opportunities” or “Reports” to see your pipeline• Pipeline will be reviewed monthly holistically (total amounts projected in the next month,

quarter, and full year) and specifically (discuss challenges with specific opportunities to solve together)

Amount• Total dollar figure of

opportunities

Close Date• When do you project the

opportunity will close

Opportunity record type• DME, Facility, Hospital,

Reorder

Age• How long has the

opportunity been open?


TasksReminders and actions for coordination

• Reminders set on Pipeline calls or other conversations

• Create notes and actions to add as reminders

• Look at “Today’s Tasks”

• What we need from you:• Follow up on assigned tasks• Make notes or mark complete once

tasks are done


Salesforce ToolsAdditional Support for using Salesforce

Salesforce Mobile Application• VentecLife.com/SalesforceMobile

Gmail Plugin for Chrome Browser• Automatically log emails to contacts• Use templates• VentecLife.com/SalesforceGmail

Coming Soon: Outlook Integration• Automatically log emails to contacts

within Outlook• Please let Mark SooHoo know if you

would like this integration

Coming Q2• Salesforce Engage – Set

up with each rep individually to track top contacts and opportunities in your territory

• New options for email follow up, alerts, and marketing integration


Salesforce EngageEngage Campaigns

• With Salesforce Engage, you can quickly send pre-formatted, targeted emails to your Leads and Contacts directly from Salesforce

• You can send emails to both individuals (1:1) and groups of Leads and Contacts via list views (1:many)


Salesforce EngageEngage Alerts

• Engage Alerts is a real-time feature that displays lead and contact activity from the past four days in an easy to digest card-based view.

• Alerts can be customized by filtering off Lead/Contact Criteria, Activity Criteria, and Geographic Criteria


Salesforce EngageEngage for Gmail and Outlook

• New templates will be available within Gmail or Outlook integration to make it easier to send pre-formatted and trackable emails to contacts

• Receive stats about opens and clicks (did my contact open and click on my email?)


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Salesforce is Here to Support All of Us

We’re here to help if you have questions or need support

Garbage in, garbage out – better data makes better targeting

Additional tools (Syspro data and Engage) in development and coming soon

Review your Opportunities before the 1st of the month and make updates

We are investing in these new tools – please use them!

ventec salesforce guidelines...based on location • rep follows up and can convert to contact,...

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