Salesforce.com
Salesforce.com is the application that Pest is using for our CRM tool. It is accessible anywhere an internet connection is available through a web browser or by using the Salesforce1 mobile application.

CRM
CRM stands for Customer Relationship Management system. A CRM tool is a centralized location to store information about your prospects and existing customers.

Salesforce1
Salesforce1 is the mobile application that allows you to access Salesforce.com CRM on an iPhone, iPad or Android device.

User Name
Your user name for Salesforce.com CRM is your Ecolab email address with .crm appended to the end. Example: isaac.oliver@ecolab.com.crm

Home or Chatter
The Home tab on the desktop or Chatter tab on Salesforce1 mobile app is the first screen that you will see when you log into Salesforce.com CRM. From this page, you can navigate to other areas of CRM or create new information in CRM.

Lead
A lead is the first step in the sales process. It is new business where little is known aside from some basic information such as the name, company and phone number. Leads can be an area where you can easily enter information that may or may not be future customers to follow up on. Examples of a lead are a new business card, a new construction site, a lead sent from CTC or a customer referral.

Lead Status
When a lead is entered, it starts out with the status of unqualified. After followed up on, it should be moved to the qualified or hold status. A qualified lead should be converted to a new Opportunity.

(Lead) Rating
The rating field differentiates the interest level of the customer. Options include Hot, Warm and Cold.

Convert Lead
Lead conversion should occur after the lead has been followed up on and there is interest from the customer to purchase our product. The conversion process moves the lead to an Account, Contact and Opportunity. After the lead is converted, it is no longer accessible and all information previously captured on the lead is transferred to the Account, Contact or Opportunity page. Examples of when a lead should be converted are after an initial phone call where the customer has expresses interest or after exchanging emails with a customer indicating interest in our products.

Opportunity
An Opportunity is potential prospect that is being pursued by the sales team and often times, an Opportunity will come from a qualified lead. An Opportunity has a number of stages that it will progress through and ultimately it will be closed won or lost. It is important that the details regarding the $ value of the Opportunity and the dates associated with the Opportunity are properly captured.

(Opportunity) Name
The name of the Opportunity is a free form text box and we would suggest that the following naming convention be used: Company Name - Primary Service Name. For Example: Cold Spring Country Club – Standard PE

(Opportunity) Stages
There are a number of stages that an Opportunity should progress through in its lifecycle.  The owner of the Opportunity is responsible for moving the Opportunity through the stages as they work with the customer. These stages align with the CSP stages as listed below. As you move an Opportunity through each stage, the probability associated with the Opportunity increases as show in the stages listed below:

• Relating (20% Probability)
• Discovering (40% Probability)
• Advocating (80% Probability)
• Closed Won (100% Probability)
• Supporting (100% Probability)
• Closed Lost (0% Probability)

(Opportunity) Probability
The probability is a set number associated with the stage that indicates the likelihood that an Opportunity will be won. As an Opportunity advances through each of the CSP stages, the probability associated with each stage increases according to the list above.

(Opportunity) Owner
The owner of an Opportunity is the individual responsible for the Opportunity on the sales team. There can only be one owner on an Opportunity. Any shared Opportunities should be noted accordingly in the Setup Sheet details section.

(Opportunity) Close Date
The close date is the date the customer is expected to sign an agreement.  This close date should not be in the past and can be updated based on new information.

(Opportunity) Amount
The amount is the total annual expected revenue for the Opportunity. It should be calculated based on all services sold in the Opportunity over a 12 month period.

(Opportunity) Type
The type is selected as you create as Opportunity and through the Type field on the Opportunity.

• Grow/Gain (SDMs and CAMs): Any new or add-on business should be recorded as Grow/Gain. Additionally, it is important to set if the Opportunity is a New Location or an Add-on Program using the Type field.
• Retain (CAMs Only): Retain Opportunities should be used to record business that we already have that we are attempting to keep. The two different types of retain Opportunities are Business at Risk and Renewal.

(Opportunity) Description
The description area is a large text box that is available to enter some basic information on the Opportunity.

(Opportunity) SOS
SOS stands for Scope of Service.

Pipeline
The pipeline refers to your overall book of business that is stored as Opportunities in CRM. Often it is looked at as a sum of the total value of all of the Opportunities owned by a sales rep.

Account
Accounts are the primary location where you store customer information that isn’t related to a specific Opportunity in the pipeline. Many items must be related to an Account in CRM, so the account is the central location that most individuals look at when searching for information in CRM. All Contacts and Opportunities must have an associated Account in CRM. Accounts with multiple locations are stored as separate Accounts in CRM. For example, a specific McDonald’s location would have an account name of McDonald’s – East St. Paul

Contact
Contacts are the location in CRM where all information related to a specific individual at a company. It is common for one account to have many contacts. The information stored in contacts is similar to the information you would capture when entering a contact in your mobile phone. For example it would be common to create a contact in CRM for the primary individual that you are working with at a company.

Conga Composer
Conga Composer is the application built into Salesforce.com CRM that allows you to generate Agreements, Scopes of Service or the Setup Sheet. This application uses the information you have previously entered in CRM to populate the information on these documents.

Files
Files are the location where documents such as the Agreement, Scope of Service or Setup Sheet are stored after they are generated. You can find these generated documents in the Files section of an Opportunity after you have used the Conga Composer button (s) to create the document.

Reports
Reports are lists of information in Salesforce.com CRM. Most information in CRM is available to be reported on. In reports, you will only see the information you have access to. Please contact the BAM support for any new report requests.

Dashboards
Dashboards provide a high level view at the information in Salesforce.com CRM. Dashboards have a number of components that show key performance indicators for the information in CRM. Dashboards must be refreshed to retrieve the most up-to date information available.