A prompt and thorough handover from sales reps to service team is critical to the first impression your business makes with a new client. The sale is made, the contract signed. Now all you need to do is deliver. Make the right impression and provide excellent customer service in the first few weeks and months with a new client and you will set the stage for a long and profitable relationship. However, mess it up and your investment in the sale may not pay off.
All too often the handover from sales to delivery teams is not handled as well as it could be, even if there is a process in place, errors and miscommunication are common. The answer is to improve communication between sales and service delivery teams, where possible, automating processes to improve collaboration, reduce errors and get your new customer relationships off to the best possible start.
Closing the gap starts on the sales side with your quoting process. How can you expect your service team to deliver the same great service to each new client when sales reps lack consistency with how they quote? Deciphering differently compiled quotes is a waste of time and can cause a chain reaction of errors in the implementation and billing steps.
Installing quote and proposal automation can help make the handover smoother. Automation will help to eliminate confusion not only during the quoting process, but when it ends up with the service team. Products on quotes and orders should be fully described with product-level commercial, contract terms and SLA’s included on the documentation for total order transparency. HarmonyPSA supports three selling modes; transactional; recurring and volume or consumption based. These can be combined into product bundles enabling highly complex orders to be modelled easily.
Automated quoting connects information from a won opportunity onto a project plan. Every line item from the quote is automatically documented and transferred to the sales opportunity as products in the company record. Eliminating the need to enter information from the quote into a stand-alone CRM system saves time for the sales rep and ensures that all the relevant information is immediately available to those responsible for delivery.
The quicker you can get up and running with a new client the better. Workflow automation can keep you in control of the situation. When a new order is signed you can set the workflow to email a specific member of the service team to alert them to create a new service ticket, fire up a new project plan or generate an order for products required. All the information that was transferred from your quote to your sales opportunity gets transferred with this action minimising the opportunities for errors and improving the turnaround time.
With automated systems in place, your professional services team can pick up where sales left off in a matter of minutes. Instead of the several-day lag time, imagine your new client getting an introduction email from your service team the same day they signed the contract. Now that is impressive. If you would like to know more contact us for a free personalised demo.
About the Author: Harmony Business Systems Ltd (HBS) is the company behind HarmonyPSA, the most complete cloud PSA software on the market. Developed with functionality to cater for even the most complex needs of MSPs, VARs, ISVs and Professional Services organisations, HarmonyPSA truly is the next generation of PSA systems. HBS is an independent company based in the UK. Follow HarmonyPSA on Twitter