Performance criteria evaluated: 1) The Case Study is to present the correct CRM solution to the proper scenario... 2) The correct attributes and components applied to the questions. 3) Professional language skills and spelling. The elements here should be the one found in the table above. 10% may be taken away for spelling and grammar mistakes. Total weight: 20/100 Total points.: 1100 Instructions: Based on the questions you are about to read, answer each of the questions found below. SALES CRM CASE Background and Context: You are a procurement manager at hotel cleaning company. Your company offers cleaning services for hotels across Canada. Their services range from housekeeping to parking lot cleaning. The company is growing and is now thinking about using a sales CRM to keep up with incoming orders, managing prospective orders and following up on completed projects/jobs. Current Process: 1. Orders are taken via email or phone. 2. Details of the order are filled into a Word document. 3. The Word document is sent via email to the Operations Manager 4. The Operations Managers approves the order and sends it to a Technician to complete the job. 5. Once the job is complete the technician signs the Word doc and sends it back to the Operations Manager via email. 6. The Operations Manager reviews the order and sends it to the Finance department 7. The Finance department's Accounts Receivable then sends an invoice to the client 8. The details of an invoice are then stored in an Excel file to track payment and revenue Current Critical Challenges: 1. The inbound orders are not tracked in a database so they sometimes get lost in someone's email (ex: The Operations Manager might miss an email OR the Order Agent might not have sent an email) 2. Inbound calls are not tracked, so the company is only tracking completed orders. If they tracked inbound calls, then they can build a database of potential clients. 3. Technicians have to edit the Word document on-site if there's a change in the order and this can sometimes lead to mistakes, or missed sales opportunities Assignment 2. Sales Force and SAS CUSTOMER RELATIONSHIP MANAGEMENT MIKT-4003 because they don't like doing it (ex: they are asked to do more services such as cleaning the parking lot) 4. The overall status of this process is difficult to track. So if an employee is absent, it's challenging to know what's on their list to do. 5. The Operations manager spends a lot of time reviewing and double-checking orders. They often find mistakes in the inbound order OR in the Technician's revised order. 6. Finance will spend a lot of time creating invoices and entering details into a spreadsheet. This manual process is filled with errors (ex: wrong invoice dates, numbers or amounts) B) SECONDARY TASK: (60 pts) 1. They expect you to demonstrate "how" best to select between the two vendors. They want you to show them that you have a process. This is your opportunity to impress them! II. Financials matter so be prepared to explain the costs. III. The management team knows very little about Sales CRMs so use this as an opportunity to also teach them about the value of Sales CRMs. IV. Some of the management team are going to pushback on the idea of using a Sales CRM. People don't always like change. Be ready to show benefits V. Management will ask you "How" they should implement it. Be ready to describe a project plan. HINT: Your manager wants to support you so they sent you this email. "Hi Procurement Manager, I'm looking forward to your presentation. I've worked many years with this management team and I can tell you they will be hard to present to. Here's an outline I recommend you consider (but do as you wish. Outline for your presentation: 1. State the challenge (be clear!) 2. Provide a quick Overview of the two vendors (show examples of their clients) 3. Explain the benefits of each 4. Provide your recommendation 5. Show a plan for how to implement Good luck