OneView Administrator Training Leads September, 2011

2 Training Objective The purpose of this training is to define the roles and responsibilities of the Regional and Country Administrators (with permissions to designate lead receivers) in the lead process within OneView. Additional lead training modules were developed to provide a general overview of the lead process in OneView that apply to all OneView users and a separate manual focusing on the roles and responsibilities of the Country Lead Manager.

3 Agenda 1.Training Objective 2.Lead Process Overview 3.Administrator Roles and Responsibilities in Lead Process 4.Country Lead Manager Responsibilities 5.Country Lead Manager Designation Rules 6.How to Designate a Country Lead Manager 7.Lead Smart Portals 8.Lead Reports 9.Glossary 10.Frequently Asked Questions

4 Lead Process Overview

Administrator Roles and Responsibilities in Lead Process

6 Administrator Roles and Responsibilities –The Regional Administrator's primary responsibilities are to: –Ensure that every country has at least one licensed Country Lead Manager by division –A single country can have multiple Country Lead Managers for the same division –A single user can be the designated Country Lead Manager for multiple countries within their division –Train Country Lead Managers on their duties and responsibilities –Monitor the leads coming into their territory to ensure that they are being actioned by the Country Lead Managers and Account Managers within the globally established time frames –Run reports to provide sales and marketing leadership lead information on an as-needed basis –By default, Regional Administrators can designate Country Lead Managers –Regional Administrators may grant specific Country Administrators permission to designate Country Lead Managers by sending an to the OneView Global AdministratorOneView Global Administrator –OneView Lead Global Standards –Country Lead Managers need to close, convert or assign a lead to an account manager within 72 hours of receipt of the lead –Account managers assigned a lead need to close or convert the lead within 14 days of assignment

Country Lead Managers

8 Country Lead Manager Responsibilities As a reminder, the responsibilities of a Country Lead Manager are to: – Receive and review all leads coming into their country for their business unit and division – Action the lead within 72 hours of receipt with one of three options: –Closing the lead to indicate that the lead should not be pursued/qualified OR –Converting the lead into a company and/or opportunity record OR –The Country Lead Manager will be listed as the account manager on the lead –Assigning the lead to an account manager/lead receiver to qualify –Pending leads (not closed nor converted) assigned to de-activated/un-licensed users will automatically get routed back to the Country Lead Manager to action again Pending leads assigned to de- activated/un-licensed users will automatically get routed back to the Country Lead Manager’s My New Leads – Admin Only Smart Portal to action again. Quick Tip

9 Country Lead Manager Designation Rules –Any licensed user in OneView may be designated as a Country Lead Manager –User does not have to be an OneView administrator –A single user may be the Country Lead Manager for multiple counties in their business unit and division –Multiple users may be Country Lead Managers for the same country and division –Once the lead is closed, converted or assigned, it will no longer appear in the My New Leads – Admin Only Smart Portal for any of the Country Lead Managers –Typically only Regional Administrators can designate users as Country Lead Managers but OneView Country Administrators may be granted similar permissions by having the Regional Administrator send an to the OneView Global Administrator OneView Global Administrator

10 How to Designate Country Lead Managers To designate employees as Country Lead Managers (on their Employee Profile - Administrator Tab, under the Lead Management Section) : –Tick the Country Lead Manager Box AND –Select the appropriate country/countries –Click the + sign to add a row in the country drop down grid –Click in the newly added row to access the country drop down list –You will only be able to select countries that are within your security group OneView only recognizes a Country Lead Manager when both the Country Lead Manager is ticked and at least one country listed in the country grid Ticking the Receive Lead s box is optional and will result in the system sending an to the Country Lead Manager whenever a new lead is received for their country, business unit and division. Quick Tip

Lead Smart Portals

12 Smart Portals There are several Smart Portals that help administrators track leads: – Leads Not Assigned to Account Manager in 72 Hours of creation/sending – Use to track lead management by Country Lead Managers – Leads Not Closed or Converted within 14 Days of Assignment to Assignee –Use to track lead management by Account Managers assigned a lead to qualify Drop Down Menu

13 My New Leads versus My New Leads - Admin Only Smart Portals The My New Leads- Admin Only Portal must be manually added to the Country Lead Manager's home page. Leads appearing in this portal are still waiting to be actioned by the Country Lead Manager. The My New Leads Portal is an anchored portal and automatically appears on every user’s home page. It shows leads that have been assigned to the user by a Country Lead Manager.

14 My New Leads - Admin Only Smart Portal –To add the My New Leads – Admin Only Smart Portal to your home page: –Click the Personalize Button on the bottom right of the Home Page –Select Leads from the Channel Drop Down list –Select the My New Leads – Admin Only Portal and click the paper icon with a + sign to add it to your home page –Click Save and Close at the bottom right of the page

Lead Reports

16 ReportFeaturesSample Report Lead Overview Report – Only available for sales leads (leads sent from non-marketing users) – Provides a print out of all information entered on a lead – Accessed from: – the lead form itself (via a button) – Reports Business Object – Leads Business Object – Reports - All Reports Tab Incoming and Outgoing Leads Report – Provides a count of leads from various/specified origin countries to various/specified destination countries – Accessed from: – Reports Business Object – Leads Business Object Reports - Reports - All Reports Tab Lead Reports

17 ReportFeaturesSample Report Leads – Invalid leads by Create User – Provides a summary of the total number of closed leads by lead creator, organized by closed reason – Accessed from the Reports Business Object Leads – Lead Status by Create User –Provides a list of Leads by Create User within an user defined date range by lead status. – Accessed from: – Reports Business Object – Leads Business Object Reports – Reports - All Reports Tab Lead Reports Continued

18 ReportFeaturesSample Report Leads – Leads Assigned to Account Manager – Provides a list of leads assigned to an account manager – Accessed from the Reports Business Object Lead Reports Continued

Glossary

20 Glossary Assign – Designating an account manager to qualify or follow up on a lead to see if it is a valid business opportunity or if it should be closed (not pursued) Assignor / Country Lead Manager – Person who reviews all leads sent to their country and division and decides if the lead should be closed, converted or assigned to an account manager Close – Decline to Pursue Convert – Create a company and/or opportunity record (s) from a lead record Create User – The user (sales or marketing) who enters/creates the lead in OneView Lead – A business opportunity for Agility with new or existing customers Vertical Industry - used to designate the occupation, work or trade the company is engaged in (source freedictionary.com)

Frequently Asked Questions

22 Frequently Asked Questions What is a lead? A lead is a business opportunity for Agility to obtain revenue from existing or new customers. Who can create sales leads in OneView? Any licensed user can create a lead in OneView. Depending on the user’s duties, the form may look different, i.e. if they are a marketing user or a sales user. Who can designate a Country Lead Manager in OneView? The OneView Regional Administrator designates Country Lead Manager (s) for countries in their region, business unit and division. What are the responsibilities of a Country Lead Manager? A Country Lead Manager is responsible for receiving all the leads sent to that country (for the Country Lead Manager's business unit and division) and decides how to action the lead according to three options: –Assign the lead to a sales person to qualify/follow up –Close the lead/ prevent it from progressing any further and entering a closed reason –Converting the lead into a company and/or opportunity record(s)

23 Frequently Asked Questions Continued How many Country Lead Managers should a country have? At minimum each country should have one Country Lead Manager for each business unit and division. The current requirement is for each country to have two Country Lead Managers, one for Freight and Logistics and one for Project Logistics. Can a country have more than one Country Lead Manager? Yes a country can have more than 1 Country Lead Manager for the same business unit and division. At minimum each country should have 2 Country Lead Managers, one for Freight and Logistics and one for Project Logistics. Who can be designated as a Country Lead Manager? Any licensed user can be designated as a Country Lead Manager. Does a Country Lead Manager also need to be designated as an OneView administrator? No. A Country Lead Manager does not also have to be a OneView Administrator.

24 Frequently Asked Questions Continued How do you identify a Country Lead Manager? It is up to the discretion of each region/country as to how they identify the Country Lead Manager (s), however, general practice is for the country leadership to designate a person or person (s). How does a Country Lead Manager know when he/she receives a new lead? The Country Lead Manager can tell his/her Regional Administrator that he/she would like to receive an notification whenever a new lead is received. The administrator will make the appropriate adjustments to the user’s employee profile to indicate that preference. In addition, all leads will also appear in the My New Leads – Admin Only Smart Portal which all Country Lead Managers should to their OneView Home Page.

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