Course Type: BUSINESS MODEL TRANSFORMATION
Name: ESTATE PROPERTY MANAGEMENT DIGITAL TRANSFORMATION
INDUSTRY: ESTATE PROPERTY MANAGEMENT
DEPARTMENT/UNIT INVOLVED: SALES OPERATIONS AND FINANCE OPERATIONS
COMPANY BACKGROUND
General Estate is an estate management company that provides Landed Assets to its customers, The revenue operations of the company comprise of the following Units;
1) Sales Operations: comprise of field agents who go to Shopping Malls, Filling stations, offices locations to get leads through issuing of flyers, generate quote to interested customers and if possible Up-sell and Cross sell to their existing customer when needed,they also partake in follow-up calls to prospects and customers.
2) Finance Operations: They comprise of bookkeepers/Accountants that Track and report customer Installments, update customer ledgers and provide monthly report on installment defaulters, they reach out to the customer only through the Sales Agent team which means they collaborate with Sales Agents to address customers who are yet to pay installments.
MANAGEMENT REQUIREMENTS
General Estate just purchased Salesforce Licenses and Management instructs the Salesforce Administrator to provide a solution to address challenges end users are encountering, Generally the solution should be able to enable the 2 revenue generation units (Sales and Finance Operations) to collaborate on each revenue earned, Send notifications on each sales milestone (First Deposit and Installment Completed), Should be able to archive actual receipts payments but specifically the solution should be able to address the following issues;
1) Sales Operations Issues: Provide Sales agents the ability to Sell to New Customers and Upsell or Cross Sell to Existing Customers where each Sales Agent Takes Ownership of Each deal while another Sales Agent can also Upsell or Cross Sell to same customer, the system most be able to track activities of Sales Agents in the Field and lastly must be able to generate quote for each customer.
2) Finance Operations Issues: Provide Finance operations with the ability to archive receipts, Post payment Installments and have a direct channel where customers can reach them.
CURRENT REVENUE CYCLE
Three (2) units combine to make a sale in General Estate, they are Sales Operations Unit and Finance Unit. the Revenue cycle starts once a Sales Agent in the field issues a flyer to a customer and collects the contact details of the prospect, the Sales agent then calls the customer to confirm interest, if the customer is interested in a landed Asset then the Sales Agent goes to the address/location of the prospect with an on-boarding form which the customer fills, Prospect selects a favorable quote for duration of payment which is computed by the agent, Then Agent uses quote information to complete on-boarding form, Once the deposit is paid in the bank and after confirmation from the Finance Team the Sales Agent Issues an agreement document to the Customer and Sales Agent Calls on a monthly basis to remind customer about payments till customer completes payments. The Deal is closed successfully once the first installment has been made which is where the Sales Agent gains his/her commission.
CHALLENGES
Generally there has been numerous complaints from the Sales Agent all the way to Finance Team to Customer about Missing Deals (on-boarding forms), Misplaced Deals, Ignored Complaints, Unresolved Deals, Lack of Insights to deals which result to a huge backlog of unpaid installments, since they only rely on an Excel sheet to track all payments and installments. There are customers who complain about having wrong balances because their payments were not posted/captured but specifically here are the problems from each unit;
1) Sales Operations: The complain that the Process is too manual and tedious, that some of their completed deals don’t reflect and lastly that some of their prospects are being stolen from them.
2) Finance Operations: The Finance Team complain about inability to identify payments, delay in deposit information and submission of receipt are missing due to their inability to conveniently archive actual customer payments, Lack of Source Document to because the customers find it hard to come the office to submit.
3) Customer: The customer complain they do not get notifications from General Estate either when they make their first payment or after installment has been completed. Lastly, that it is extremely difficult to submit installments because of the nature of their work, once they submit to their Sales Agent it is not undated on-time.