Process: Customer Data Collection and Retrieval E3 Entegral Solutions Process: Customer Data Collection and Retrieval Group Members: Adegbenga Keleko Brian Pae Luisa Valls Jonathan Wilson March 10, 2015

E3 Entegral Solutions What do they do? The company works on energy efficiency projects mainly for school districts in Texas. The majority of the projects are self-funding, where the savings pay for the cost of the new equipment.

Current Customer Data Collection and Retrieval Steps Business Process Current Customer Data Collection and Retrieval Steps A project is sold by E3’s salesmen to school districts in TX. Salesperson collects contact information from different departments within the school district. The contact information is saved and allocated in a format and/or device according to the salesperson’s discretion. Other E3 employees request the contact information from the salesperson in order to provide them with service.

Sharing of Information E3 Salesmen E3 Accounting E3 Engineering & Construction E3 IT Send Invoices Process Payment Equipment Replacement Project Inspection Initial Survey Adjustments/ Troubleshooting Set up Remote Connectivity

Business Process Outputs Inputs Transformation Process Collect customer’s contact information Save in sales person’s preferred format/device. Transformation Customer Contact Data: Name E-mail Phone Number Address Sharing Contact Information Upon Request For : Billing Maintenance IT Process

Business Process Process Step Actor 1. Provides contact information Customer 2. Collect customer information Sales Person 3. Saving/Store customer information in preferred format/device 4. Request customer information E3 Employees: Sales, Construction, Administration, Performance Management 5. Share customer information

Customer (School District) E3 Salesperson E3 Accounting E3 Engineering & Construction E3 IT Meets Salesperson During Sales Call Look for Sales Opportunities No Collect Customer Information Interested in Potential Project? Request Customer Billing Information Request Customer Maintenance Information Request Customer IT Information Store Information Preferred Format/Device Yes Provides Contact Information No Information Available? Look for alternate source Look for alternate source Look for alternate source Yes Share Customer Information with E3 Department Use Customer Information for Billing Use Customer Information for Maintenance Use Costumer Information for IT

E3 Salesperson E3 Employee E3 Employee E3 Salesperson Customer

Inefficient Process: Steps required to get information Current process requires too many steps to complete. Time required to get information Current process takes too long to complete. Time required to retrieve information Retrieval of information depends on the availability of the sales person and his accessibility to it. Information Storage Location Information stored in multiple locations resulting in unnecessary duplications and possible errors. Access to updated customer information Updates to customer information are not automatically shared. Requests for lost/additional customer information Asking customer for contact information repeatedly can create a bad company image.

Proposed Process Improvement Implement a customer relationship management (CRM) system to help manage customer information. CRM system will hold all customer information in one central location. System will be available to E3 salesmen through mobile CRM apps so they can easily enter customer information as they collect it. E3 employees will have access to customer information. Other functions include: Recording customer interactions Automating tasks and calendars Track performance and productivity.

Customer E3 Salesperson E3 Accounting E3 Engineering & Construction E3 IT Meets Salesperson During Sales Call Look for Sales Opportunities No Collect Customer Information Interested in Potential Project? Yes Access Customer Billing Information Access Customer Maintenance Information Access Customer IT Information Provides Contact Information Store Information in CRM System

E3 Salesperson E3 Employees Customer

Information System System stores customer information in one central location. System available to sales people through their mobile devices and online. This new process no longer requires sales person’s participation during customer data retrieval. E3 employees have access to system for customer data retrieval at any time. Information is available for current/future reference.