CS3025 Beacon Module 6 Pipelines People and Technology Creating a Safer, Cleaner Environment Updated 05/2013 Welcome to the Clean Harbors Beacon Module 6 Training – Pipeline entry and management within Beacon. This course is coded CS3025 and is a conducted as a one time module or refresher as needed

What is a Pipeline? A new opportunity for business that should be tracked in the system and must be developed, etc. until it is either ‘won’ or ‘lost’ Can range from profiling a few drums, to a large remedial project or multi-year contract Should be entered for new customer opportunities, however, you should not enter a pipeline for ongoing base business we already have Please note that Executive Management is using the pipelines for forecasting so it is imperative that pipelines are accurate and up to date Pipelines are also used for key performance metrics for sales Pipelines are used to track specific opportunities that your customers or potential customers have. * They can cover any of the environmental services that we provide. All opportunities should be logged into Beacon by entering a Pipeline. When you enter a pipeline in the system for a specific opportunity, you should continue to make edits to that pipeline as long as you are working with the customer on that specific opportunity. It is important that you do not create a new pipeline for every interaction with the customer.

Accessing Pipelines To access the pipeline area for your customer, open the customer’s power page, then click on the PIPELINE Tab To access the Pipeline area for your customer, click on the Pipeline tab * Here you can view the description of the pipeline, account class, phase of the sale, and many other fields. You can customize your display view at any time.

Click Filter By to view all Pipelines Existing Pipelines Existing pipelines are listed as shown in the example below. Each pipeline entry has a specific pipeline ID #. Click on any of the column headers (i.e. call type, description, etc) to sort the data To view a particular pipeline, click anywhere on the pipeline that you wish to view to open the pipeline detail screen Click Filter By to view all Pipelines

Existing Pipelines You can view the description of the pipeline, the owner, service type of the opportunity as well as where it is in the pipeline and what the worth of the opportunity is in the upper portion of the pipeline. View previously entered notes in the bottom grayed out portion (including user who entered notes, and date/time stamp). New notes can be entered against the pipeline in the blank note section.

Existing Pipelines A PIPELINE can be edited at any time. Enter notes, change any of the dropdown values as needed, change the amounts and the estimated close date and hit the Save icon to save changes. It is very important to keep all pipelines up to date and accurate. The pipeline entries are used for forecasting

New Pipelines When a new opportunity exists, enter a new pipeline. To do this, click on the add pipeline icon

New Pipelines The new pipeline screen will then be displayed

Pipeline Fields DESCRIPTION: A description of the opportunity which should be clear to any user (i.e. 30,000 gallon hydraulic oil tank removal) TYPE: The type of pipeline you are entering. All pipelines entered by sales (Regional, Vertical, LOB, Sales Rep) should be “Agent of Business” All fields with a blue asterix are required fields and must be completed. Each field will be described in more detail. * DESCRIPTION: A description of the opportunity which should be clear to any user (i.e. 30,000 gallon hydraulic oil tank removal) TYPE: The type of pipeline you are entering. All pipelines entered by sales (Regional, Vertical, LOB, Sales Rep) should be “Agent of Business”

Pipeline Fields ASSIGNED TO: The person responsible for updating the pipeline and updating it until it is closed or lost SERVICES DISCUSSED: Line of business associated with the opportunity. If there are multiple lines of business represented in this opportunity choose the dominant one (i.e. Catalyst Services) ASSIGNED TO: Is the person responsible for updating the pipeline and updating it until it is closed or lost * SERVICES DISCUSSED: Line of business associated with the opportunity. If there are multiple lines of business represented in this opportunity choose the dominant one (i.e. Field Services)

Pipeline Fields CONTACT METHOD: How the opportunity was discovered. Options are “Face to Face”, “Phone”, “Email” or “Telemarketing” BUS TYPE: The type of business that the opportunity represents. The business types are two part; the first part indicating NEW or EXISTING the second part indicating RECURRING or ONE TIME NEW is for a new customer or a customer we have not done business with in the last 12 months OR a new LOB within an existing customers. EXISTING is for a customer who currently does business with Clean Harbors NEW/Recurring: New customer or LOB opportunity that represents ongoing business. When you choose this option and a contact method of “face to face” it counts as a “prospect” call for KPIs NEW/One Time: New customer or LOB opportunity that represents a one time project or job that will not reoccur. When you choose this option and a contact method of “face to face” it counts as a “prospect” call for KPIs EXISTING/Recurring: A customer we currently do business with that has an opportunity that represents ongoing business with an existing LOB EXISTING/One Time: A customer we currently do business with that has an opportunity that represents a one time project or job that will not reoccur CONTACT METHOD: How the opportunity was discovered. Options are “Face to Face”, “Phone”, “Email” or “Telemarketing” * BUS TYPE: The type of business that the opportunity represents. The business types are two part; the first part indicating NEW or EXISTING the second part indicating RECURRING or ONE TIME. NEW is for a new customer or a customer we have not done business with in the last 12 months OR a new LOB within an existing customers. EXISTING is for a customer who currently does business with Clean Harbors NEW/Recurring: New customer or LOB opportunity that represents ongoing business. When you choose this option and a contact method of “face to face” it counts as a “prospect” call for KPI’s. NEW/One Time: New customer or LOB opportunity that represents a one time project or job that will not reoccur. When you choose this option and a contact method of “face to face” it counts as a “prospect” call for KPIs EXISTING/Recurring: A customer we currently do business with that has an opportunity that represents ongoing business with an existing LOB EXISTING/One Time: A customer we currently do business with that has an opportunity that represents a one time project or job that will not reoccur

Pipeline Fields NEXT ACTION: The next step you need to perform for this opportunity CAMPAIGN: This field is used by marketing to track different marketing campaigns and milestones (i.e. D123 Telemarketing Blitz) NEXT ACTION: The next step you need to perform for this opportunity * CAMPAIGN: This field is used by marketing to track different marketing campaigns and milestones (i.e. D123 Telemarketing Blitz)

Pipeline Fields PHASE: The sales cycle phase. As you update the pipeline you should change the phase as needed. Each phase has a specific % associated with it. The % is multiplied by the opportunity amount to determine the pipeline amount. The phases are as follows: Suspect (0%) potential opportunity, no contact made. Prospect (20%) the opportunity has been identified as a customer we could service Qualified (40%) a specific opportunity has been identified (note that most pipelines begin at this phase) Developed (60%) opportunity has been quoted and an award decision is pending Committed (80%) verbal award has been given but no PO or procurement has been set up yet Closed (100%) job has been awarded and scheduled Lost (0%) The job has been lost. If you choose the phase of lost, you will also be required to complete the “resolution 1” field indicating the status of the opportunity and the “lost reason” indicating why we lost the opportunity. In some cases, you will also need to complete the “lost to” field indicating the competitor that won the opportunity. Your notes should provide as much detail as possible as to pricing from the competitor, etc. PHASE: The sales cycle phase. As you update the pipeline you should change the phase as needed. Each phase has a specific % associated with it. The % is multiplied by the opportunity amount to determine the pipeline amount. The phases are as follows:

Pipeline Fields When you change the pipeline phase to “Lost” you are required to enter additional fields RESOLUTION 1: The list of value options are: Fall Out – the customer decided not to move forward with the opportunity Future Interest – the opportunity has been put on hold but still may occur in the future or the pipeline is ongoing for more than 18 months Lost – Clean Harbors did not win the opportunity No Bid – Clean Harbors decided not to bid on the opportunity When you change the pipeline phase to “Lost” you are required to enter additional fields RESOLUTION 1: The list of value options are: Fall Out – the customer decided not to move forward with the opportunity Future Interest – the opportunity has been put on hold but still may occur in the future or the pipeline is ongoing for more than 18 months Lost – Clean Harbors did not win the opportunity No Bid – Clean Harbors decided not to bid on the opportunity

Pipeline Fields LOST REASON: If you selected “Lost” or “No Bid” in Resolution 1, then this field is required. The list of value options are: Competitor – Clean Harbors lost the opportunity to a competitor, but not on price. An example would be losing due to technology we could not provide, etc. Competitor Price – Clean Harbors lost the opportunity to a competitor due to price Job Cancelled – The customer cancelled the job Location – Clean Harbors lost the opportunity due to the location of the job – it was out of our service area Restrictions – Clean Harbors lost the opportunity due to the customer’s waste disposal restrictions LOST TO: If you choose “Competitor” or “Competitor -Price” you need to choose from the list of competitors available in the drop down box. There is an option for “Unknown” and “Misc Competitor” if they are not available in the drop down.

Pipeline Fields ANNUAL OPP AMT: The total annual value of the pipeline. If its recurring, ongoing business this amount should be annualized. If it’s a one time project that is less than one year enter the total amount of the job. (i.e. if you won a project for $3M that will occur over 3 years, you should enter 1 years worth of revenue($1M) as the opportunity amount) PERCENTAGE: The % associated with the pipeline phase. This is multiplied by the Annual Opp Amt to get the pipeline amount (i.e. Annual Opp Amount $1M, Pipeline Phase “Developed” (60%), Pipeline Amt = $600K ($1M x 60%)) The percentage is automatically updated upon save. You do not need to enter or edit this field ANNUAL OPP AMT: The total annual value of the pipeline. If its recurring, ongoing business this amount should be annualized. If it’s a one time project that is less than one year enter the total amount of the job. (i.e. if you won a project for $3M that will occur over 3 years, you should enter 1 years worth of revenue($1M) as the opportunity amount) * PERCENTAGE: The % associated with the pipeline phase. This is multiplied by the Annual Opp Amt to get the pipeline amount (i.e. Annual Opp Amount $1M, Pipeline Phase “Developed” (60%), Pipeline Amt = $600K ($1M x 60%)) The percentage is automatically updated upon save. You do not need to enter or edit this field

Pipeline Fields PIPELINE AMT: The Annual Opp Amt x the phase %. Using example above, Pipeline Amt = $600K ($1M x 60%). The Pipeline Amt is automatically updated upon save. You do not need to enter or edit this field PIPELINE AMT: The Annual Opp Amt x the phase %. Using example above, Pipeline Amt = $600K ($1M x 60%). The Pipeline Amt is automatically updated upon save. You do not need to enter or edit this field

Pipeline Fields EST CLOSE DATE: Date that the job is to be awarded or scheduled. It is important that you keep this field up to date. If there is no activity against a pipeline 15 days after the estimated close date it will be auto expired by the system. You should never have past due pipelines – use the “Individual Pipeline Summary Report” to give the user a 90 day “snapshot” of their pipelines. Estimated close date can not be more than 18 months from the insert date of the pipeline CLOSED/LOST DATE: The date that the pipeline was marked closed or lost EST CLOSE DATE: Date that the job is to be awarded or scheduled. It is important that you keep this field up to date. If there is no activity against a pipeline 15 days after the estimated close date it will be auto expired by the system. You should never have past due pipelines – use the “Individual Pipeline Summary Report” to give the user a 90 day “snapshot” of their pipelines. Estimated close date can not be more than 18 months from the insert date of the pipeline. * CLOSED/LOST DATE: The date that the pipeline was marked closed or lost

Pipeline Fields PRIMARY COMPETITOR: This is the primary competitor who we are up against for the award of the opportunity. If there are multiple competitors, enter the competitor you feel is the front runner for the opportunity JOINT CALL WITH: If you are a Salesperson and you went on a joint call with a CAM or LOB Specialist, you should enter their name here. It is imperative that you remember to do this as they are being measured on joint calls CURRENCY TYPE: Reflects the currency type of the customer. This field is automatically populated by the system PRIMARY COMPETITOR: This is the primary competitor who we are up against for the award of the opportunity. If there are multiple competitors, enter the competitor you feel is the front runner for the opportunity * JOINT CALL WITH: If you are a Salesperson and you went on a joint call with a CAM or LOB Specialist, you should enter their name here. It is imperative that you remember to do this as they are being measured on joint calls CURRENCY TYPE: Reflects the currency type of the customer. This field is automatically populated by the system

Reminder Detail The final step before you save your pipeline is REMINDER. (Optional but recommended) If you want to have a Reminder pop up in BEACON re: this pipeline, click the checkbox next to Remind Assigned User. Then choose the appropriate date and time you wish to see the reminder. When the time comes, a reminder will pop up in BEACON. You can then click on the hyperlink to open the particular pipeline. The last thing we will review is the reminder feature. This is in optional feature within pipelines, but a helpful one to keep you organized and on top of your opportunities. * The recall box will automatically populate – all notes and activity have recall checked. If you want to have a reminder pop up in Beacon, click REMIND ASSIGNED USER You can then choose the appropriate date and time you wish to see the reminder. When the time comes, a reminder will pop up in beacon. You can then click on the hyperlink to open that call note. Recall will automatically populate. All notes and activity have recall checked and this should remained checked.

Pipeline Note Section Spell check for use after you enter your notes Collapse or expand the note section Spell check for use after you enter your notes * Collapse or expand the note section Toggles between NEW, SAVED or NEW & SAVED notes Toggles between saved notes and new notes

Pipeline Note Section Each pipeline should have detailed notes Each time you update your pipeline, you should enter notes indicating what has changed When you establish a new pipeline your detailed notes should include (at a minimum) Detailed description of the opportunity Who you are working with at the customer site Detailed list of what the job entails and who needs to be involved Any detail of the competitions pricing or expertise Each pipeline should have detailed notes Each time you update your pipeline, you should enter notes indicating what has changed When you establish a new pipeline your detailed notes should include (at a minimum) Detailed description of the opportunity Who you are working with at the customer site Detailed list of what the job entails and who needs to be involved Any detail of the competitions pricing or expertise

Pipeline RULES Contact Method Who should enter the pipeline? Every time you edit a pipeline you should be verifying that the contact method for that edit/interaction is correct. For example, if you inserted the pipeline as face to face, and your follow up is via phone, contact method should be changed when you edit the pipeline to reflect phone Who should enter the pipeline? Anyone can enter a pipeline on any account in Beacon For example, if an LOB SS went on a call without an AM, they should enter the pipeline themselves Reports run by “assigned to”, not account owner If an AM has a joint call with a LOB specialist or a CAM, they should determine who will take the lead on follow-up and that person should enter the pipeline. The person entering should list the co-worker in the “jointly assigned to” field Contact Method : Every time you edit a pipeline you should be verifying that the contact method for that edit/interaction is correct. * Who should enter the pipeline? Anyone can enter a pipeline on any account in Beacon

Pipeline RULES Corporate Account Contract Pipelines CAMs can now enter pipelines against their corporate account prospect code Use for large projects and/or national bids Make sure Pipeline is not entered elsewhere CAM responsible for ensuring that the pipeline is properly entered at the Corp Account level or Multiple Cust-Gen Level How to establish the opportunity amount: Enter the annualized dollar value of the opportunity If the opportunity is for multiple years, enter only the annualized value Description field can be used to indicate if it is a multi-year opportunity Corporate Account Contract Pipelines CAMs can now enter pipelines against their corporate account prospect code Use for large projects and/or national bids Make sure Pipeline is not entered elsewhere CAM responsible for ensuring that the pipeline is properly entered at the Corp Account level or Multiple Cust-Gen Level How to establish the opportunity amount: Enter the annualized dollar value of the opportunity If the opportunity is for multiple years, enter only the annualized value Description field can be used to indicate if it is a multi-year opportunity

Pipeline RULES How to establish the opportunity amount: Enter the annualized dollar value of the opportunity If the opportunity is for multiple years, enter only the annualized value Description field can be used to indicate if it is a multi-year opportunity Estimated close date: You should update your estimated close date as needed to ensure that the pipeline does not auto expire. If a pipeline has no activity for 14 days after the estimated close date, it will auto expire It is important that this date is correct as it is used by Executive Management for forecasting A pipeline cannot be in an open phase in the system for more than 18 months. If from the insert date, your opportunity has not been closed or lost in 18 months, then you will need to mark your pipeline as “lost” with a lost reason type of “future fallout” and create a new pipeline referencing the original pipeline ID. You should copy all of the existing notes into the new pipeline for historical reference This concludes the training portion of this module. The audio portion will now end, and you will be asked to take a 10 question quiz. Follow the instructions on the next screen to complete the test. Thank you and good luck on the exam!