Sales & Marketing Sales and Marketing 14 April 2019 ©2003 SPL WorldGroup, Inc

Definitions Three objects are at the heart of the sales and marketing functionality: Packages, Campaigns, and Orders A package defines a basket of goods and services (i.e., SA types and Start Options) that can be offered to a customer or a prospect A campaign is a structured effort to offer a given set of packages to existing customers or new prospects An order is created for each customer / prospect to which a campaign is targeted If the customer opts for one of the campaign’s packages, the “V” is setup and the order is completed

What Just Happened? Confirm Package Order On the order you defined: The campaign Demographic information Geographic information Answers to eligibility-oriented questions After which, you clicked the Show Eligibility button. 1 When you selected a package in the Eligibility Tree, the package confirmation page appeared. On this page, you were asked to supply additional information specific to this package. In addition, you were told about the major activities that will be executed if you click Complete. 3 Confirm Package Package Instructions Messages About Services Package Q&MF Control Central – Account Information Order Show Eligibility Eligibility Tree Complete Cancel When you clicked Complete, the V and activities necessary to start service were created. 4 You are transferred to Control Central - Account Information. 5 The Eligibility Tree showed the packages linked to the order’s campaign for which this customer is eligible. It also showed ineligible packages and alternate campaigns. 2

Campaign Overview

The Order’s Campaign Controls Many Things An order’s campaign controls many of the field values that were defaulted on the order page An order’s campaign controls the questions, misc. fields and default values on the Q&MF tab An order’s campaign controls the transaction to which the user is transferred after completion Order Confirm Package Main Q&MF The transaction of your choice Package Q&MF Show Eligibility Package Instructions Messages About Services Complete Cancel An order’s campaign controls the packages that can be offered It also controls whether there are any packages at all (we will discuss campaigns without packages later in this presentation) And more: The default addressee of ToDo entries linked to held orders (more about holding orders later) If the campaign appears in the Eligible Campaigns zone on the Account Information portal (more about this later)

All Q&MFs Are Defined On The Campaign An order’s campaign controls the number and type of Q&MFs that appear on the order A variety of options exists: You can indicate a Q&MF is required regardless of the package You can indicate a Q&MF is optional unless a certain package is selected You can indicate that a Q&MF is only prompted if a certain package is selected (i.e., it will only be visible on the package confirmation page) Defines the type of questions and miscellaneous fields that are requested / captured on an order linked to this campaign Campaign Package Order Q&MF Package Definition This is how you define if a Q&MF is required / optional / not pertinent for a specific package Q&MF Values This is where the answers / field values for an order are kept Questions & Misc Fields

Q&MF ERD Campaign Questions & Misc Fields Charac-teristic Entity Column Reference Column Ref / Algorithm System Event Algorithm Valid values: How to retrieve value for an existing customer How to validate values entered on an order How to update the database when an order is completed Questions & Misc Fields Controls if the answer / field value is kept in a characteristic or in a column Char. Type Charac-teristic Entity Defines the characteristic type and entity (you can update chars on person, account, premise and the order itself) Charac-teristic Column FK Reference Used if the Q/MF is a foreign key (FK) to another object in the system (the FKs searches and gotos are enabled when this option is used)

Eligibility Rules

There Are Two Types Of Eligibility Rules Both campaigns and packages have eligibility rules Package eligibility rules control whether a customer is allowed to choose a package (on the order transaction) Campaign eligibility rules control whether a campaign is highlighted on The “eligible campaigns” content zone on the Account Information portal The order’s “eligibility tree” Campaign Package Criteria Group Eligibility Criteria Algorithm Campaign / Algorithm Eligibility group(s) on the package control package eligibility rules Algorithm(s) on the campaign define campaign eligibility rules

Eligibility Criteria A criteria group’s eligibility criteria do three things: Retrieve a comparison value Compare this value to something Use the results of the comparison to determine if the next eligibility criteria in the group should be checked of if the criteria group should be judged TRUE or FALSE The following is an example of the eligibility criterion used on a criteria group that restricts a package to customers who reside in California and who purchase their energy from current service provider is A, B or C

Lifecycles Of Campaigns, Packages and Orders

Campaign State Transition Rules An active campaign may have orders created in respect of it Campaign Lifecycle Active By inactivating a campaign, you are preventing it from being used on future orders In addition, inactive campaigns do not appear in the Applicable Campaigns zone Inactive

Package State Transition Rules An active package may be selected on an order Package Lifecycle Active By inactivating a package, you are preventing it from being selected on future orders. Inactive

Order State Transition Rules Order Lifecycle When a customer selects a package of goods and services, the “V” is updated, service agreements are initiated, and the order becomes complete. No changes may be made to a complete order Pending Canceled Complete Held You hold an order when you want to save an order pending future information. For example, you would hold an order if you need to perform research on the perfect rate for the customer before completing the order When you hold an order you must define a “reminder date” and a “remindee”. The system will create a ToDo entry to remind this person about the held order on this date