1. 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

2. 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.

3. 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.

4. 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

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

6. 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

7. 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

8. E3 Salesperson
E3 Employee
E3 Employee
E3 Salesperson
Customer

9. 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.

10. 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.

11. 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

12. E3 Salesperson
E3 Employees
Customer

13. 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.