Ever since the introduction of telephony, sales departments struggle in how to use sales calls more efficient and effectively. Although sales calls move prospects through your sales process, the information gathered through calls can help in other ways as well. A sales call provides a wealth of insight into how your team and the individual sales reps are performing, the general preferences of your prospects and customers, and key trends that should be on your organisation’s priority list.
As part of the Sales Acceleration functionality, SAP introduced the call list business object to boost efficiency and speed up the sales process. In this blog I will explain how to configure the call list functionality in SAP Sales Cloud and how this could be beneficial to your sales processes.
To make use of the call list functionality, “Service Requests Management” and “Activity Management” should be scoped in the project.
- Business Configuration > Implementation Projects > Edit Project Scope > Questions > Sales > Account and Activity Management > Activity Management > enable the scoping question about planning and executing call lists in the system.
- Under Service > Customer Care > Service Request Management > enable the scoping questions about Computer Telephony Integration (CTI) to use click-to-call in call lists.
- Review project scope and click Finish.
- Administrator > General Settings > Business Roles > edit applicable business roles.
- Under Work Center and View Assignments, enable the Call Lists work center (ID: COD_CALLIST_WCV). Additionally, you can set up access restrictions per context.
- Field customisation in the Live Activity Center.
- Home page tiles and reports based on the call list data sources: “CODCALLLIST” or “COD_CALL_LIST_SVYRES”.
- Call List workflows (for notifications).
Usage by sales managers
The creation of a call list can easily be done via a guiding action flow or simply by copying an existing call list. The creator of the call list can include details, such as name, start- and end date of the call list and whether the call list is used for consumer or business means.
The sales manager can monitor the status of call lists via color indicators. For example, the column “Closed Status” shows the status of the call list. A green color indicates that 67-100% of the calls are done, orange means that 34-66% of the calls are performed and red means that less than 33% of the calls are executed. The constant monitoring of this metric ensures that (team)productivity is always on a decent level.
Another example is the usage of colors in the end date of the call list. Initially the indicator is green. However, the color of the end date changes from green to orange to red as the current date approaches the specified end date. For the sales manager, the call list functionality is especially interesting because they can easily track the results of the sales calls in one overview and anticipate on the current process if necessary.
When opening the call list object, you can see participant details on the “Participants” tab. Additionally, you see the call status, outcomes and actions undertaken by the sales reps via the timeline view. This could give valuable insight in, for example, successful calls or the most effective days in the week for reaching a prospect or customer.
On the “Sales Team” tab, you can assign the call list to a sales rep and see who’s already involved.
On the “Script” tab, the sales manager can assign a call script. Call scripts are based on the survey object in SAP Sales Cloud and can be assigned to a call list. A call script guides the sales reps through various stages of a conversation. For example, in the script you can include questions that the sales reps could ask to better understand the customer’s needs and pain points.
Usage by sales reps
From the Live Activity Center screen, a sales rep can easily process the call. We can split the screen in two specific sections: general participant information and call details. You can customise the screen accordingly to your specific business requirements.
General participant information – We cannot undermine the importance of keeping general customer data up to date.
It’s not only relevant for practical reasons, namely: contacting the right customer. But customer data also provides insight in key trends (e.g. industry-related) and allows you to better understand the customer’s preferences.
Call details – The details of the call can be captured in the form of call outcomes, status but also notes or call scripts (surveys). The processing of calls can be handled more efficient and effectively. It allows sales reps to focus more on “the conversation” with prospects or customers, than the administrative side of their job.
Call results are the clearest indicator of how well a sales call went or the issues that might hindered it. For a sales rep this provides also valuable insight because based on the results, the sales reps can keep track of their individual performances, and if necessary, invest in more training.
The call list functionality helps sales reps to process calls with prospects and customer more efficient and effectively.
- Automate manual dialling tasks: via the call list workcenter, the sales reps can easily start a call by clicking on the participants phone number. By default, the Customer Hub (or Live Activity Center) tab pops up to provide more information about the participant. This saves valuable time.
- Streamlines communication: the usage of standardized fields, outcomes and scripts will help to process calls consistently through the systems. This makes it easier to analyse results.
- Allows you to easily capture phone outcomes: the sales rep can easily record call outcomes on the Live Activity Center tab. This will increase the efficiency and effectivity of a sales call.
- Allows the sales manager to monitor sales calls: the use of color codes and the timeline view allow sales manager to easily track the status of call lists. Additionally, sales managers can use this information for further analysis in reporting which contributes to (sales)team performance.
The call list functionality provides a lot of benefits when used properly. It structures and accelerates your sales proceses. As SAP Customer Experience leader partner, Acorel can help you to get more out of your business. Want to know more? Let’s get in touch!