Sales Rep Companies - PowerPoint

							          Oracle
          Siebel CRM
          On Demand
Life Sciences Edition
    Medical Solution
 Demonstration: Novamed
Novamed Users

                                                Eric Carlson
                                          ecarlson@MED-ENU.com
                                               Role: Executive

                                                                        Anne Atkins
                                                                  aatkins@MED-ENU.com
                                                                   Role: LS Administrator




                 Sue Morgan                                                     Leslie Jones
          smorgan@MED-ENU.com                                              ljones@MED-ENU.com
         Role: LS Sales and Mktg Mgr                                          Role: Service Mgr



     Sam Reed                  Mark Rogers                       Kevin Singh                     Logan Robinson
sreed@MED-ENU.com         mrogers@MED-ENU.com               ksingh@MED-ENU.com              lrobinson@MED-ENU.com
    LS Sales Rep              LS Sales Rep 2                   Role: Service Rep                 Role: Service Rep
Description of Dataset

 Created LS Roles and Users
      Edited Administrator Role to expose Funds, Fund Requests, Households and MedEd as well as child objects
      Created Medical Roles for typical companies. Exposed MedEd and many account/contact related objects.
              LS Administrator (Anne Atkins (aatkins))
              LS Sales & Marketing Manager (Sue Morgan, smorgan
              LS Field Sales Rep (actually has administrator-like privileges) (Sam Reed (sreed))
                       This is the user/role typically used during demos
              LS Field Sales Rep 2 (Mark Rogers (mrogers)) (has limited privileges relative to LS Field Sales Rep role)
      Created users for existing roles
              Executive (Eric Carlson (ecarlson))
              Service Manager (Leslie Jones (ljones))
              Service Rep (Kevin Singh (ksingh), Logan Robinson (lrobinson))
 Created Layouts for LS Admin, LS Sales & Marketing Mgr, LS Field Sales Rep
      Homepage (Solutions, Account Analysis)
      Account
      Appointment (added MedEd Event field and Solutions applet)
      Asset
      Contact
      Product
      Service Request (added Product and Asset)
      Solution (added Product and Product Category)
      Task (added MedEd Event field)
 Fields
      Account Fields – relabeled Number of Physicians to # Physicians and Annual Revenues to Annual Revenue
      Account Relationship Fields – enabled several existing picklist values
Dynamic Sales Planning and Execution Solution
 Role: LS Sales Rep, Sam Reed (sreed@MED-ENU.com)
 Preparation for a demo:
      Move appointments
            Navigate to Calendar
            Click “7” for the Weekly View
            Click Next to navigate to the following week
            Three appointments are shown on a single day. Move these 3 appointments to the date of the demo so they will show in the home
             page (Deliver Inventory to Albany General Hospital, Call on Dr. Marx at OC Hospital, Account Planning)
      Make sure ETL has run to populate analytics
      Adjust activity dates so items are still Open (homepage(s) and child applets) if necessary
      If showing forecasting, make sure data is present, set up forecasting to run either Account or Contact
       Revenue forecast and allow for forecast to run at 1:00 am ET on day specified for forecast
      If showing Sales Process Coach/Opportunities
            Navigate to Opportunities and drill into “Update Radiology Suite 1H’05”, Set Sales Stage to Building Vision
            Edit
                Clear Next Step
                Delete activities generated by Coach (Generate Quote and Engage SWAT Team)
      Log in to application so homepage is displayed
      Populate History Bar
            Click Accounts tab > Drill into Albany General Hospital
            Click Contacts tab > Drill into Dr. Steven Marx
            Click MedEd tab > Drill into Lunch and Learn Event for the Helix Stent
                Change Dr. Albright’s status to Pending
                Ensure Dr. Marx’s status is Pending too
                Ensure event date is in the future and some activities are open and closed
            Return to homepage
      Prepare Offline Client
            Download Client
            Synchronize All Accounts and Save
            Have client launched/open at start of demo
            Navigate to Steven Marx’s contact record offline
      If planning to show Fund, Fund Request or Households, enable access for user’s role
   Step 1: UI and Homepage
 Describe UI Paradigm
    Tabs, Persistent Action Bar (Search, Create
     Links, History Bar)
    UI Customized based on role (Visible tabs,
     Homepage elements)
 Point out Calendar
    Deliver Inventory to Albany General Hospital
    Call on Dr. Marx at OC Hospital
    Discuss Sales Plans
 Point out Open Tasks
    Red/Overdue, Black/Pending
   (JACC = Journal of American College of Cardiology)
 Point out Alerts
    Sales Forecast Due
    Product launch
    Item on back order now available                   7:00 am
                                                        Wednesday, December 20
 Point out Recently Created Solutions                  Synergy Life Sciences Sales Representative, Sam Murphy
    Sales solutions to be leveraged during sales
     calls                                              Every morning, Sam logs into his Siebel CRM OnDemand Life Sciences
                                                        application to prepare for his busy day on the road. Using his
 Point out embedded analytics                          customized home page, Sam reviews his appointments, familiarizes
                                                        himself with new Sales Solutions, learns about the upcoming product
    High level assessment                              launch and assesses his key accounts using embedded analytics.
    Identify problems and drill to details             Today, Sam needs to deliver inventory to Albany General Hospital,
                                                        call on Dr. Marx at OC Hospital and meet with his Team for Sales
    Proactively manage time                            Planning.
Step 2: Accounts

 Account:
    Albany General Hospital
 Scenario Context:
    Review account data in
     preparation for possible
     impromptu sales call at Albany
     General Hospital
 Accounts Homepage
    Point out accounts homepage
    Homepage elements
    Each object has a homepage
 Drill to Albany General             7:02 am
  Hospital                            Wednesday, December 20
    Point out items which are        Synergy Life Sciences Sales Representative, Sam Murphy
     underlined are hyperlink.        To prepare for his call on Albany General Hospital, Sam reviews the account data,
     Navigation is just as easy as    noting the address for delivery, the contact information for the Charge Nurse and the
     using a web browser              status of pending Service Requests.

    Point out account fields that    In addition, since Sam will be on the surgical floor, he may run into Dr. Albright, a key
     make sense for a Life Sciences   influencer of the department’s product preferences. Therefore Sam prepares for a
     company                          potential, impromptu sales call by noting that Albany General Hospital is a member of
                                      the Premier Healthcare GPO network, and that they have recently purchased a Dia-Pro
                                      system and other products from Synergy’s Coronary Product line.

                                      With the Siebel CRM OnDemand Life Sciences Edition, Sam can quickly and easily gain
                                      a 360 degree view of his customers including their complex hospital and physician
                                      relationships.
 Account Related Information: Key Items

Based on customer’s business, point out specific applets:
 Addresses
  Address blocks, also reflected in Address List applet
  Life Sciences accounts can have many addresses.
  Primary Billing and Primary Shipping
  Description field available for other addresses (ex: Clinic)

 Account Relationships
  Captures Account-Account Relationships
  Start Date, End Date, Status
  Defines relationship in both directions (A to B and B to A)
  Hyperlink to related account
  Ex: GPO Membership, Referrals, etc.
  Drill into Premier Healthcare GPO and point out Account Relationships, then Back

 Contacts
  M:M (Many-to-Many)
       Account can have many contacts
       Contacts can have many accounts
  Ex: Physician practices at many hospitals/clinics
  Drill into Dr. Albright to see all Account affiliations (Contact > Accounts), then Back
 Revenues
  Track actual, projected, quota revenues by account
  Record revenues by Product or Product Category/Line
  Roll up forecast revenues by Account
 Account Related Information: Additional Items

Based on customer’s business, point out specific applets:
 Opportunities
    Not all medical companies use Opportunities
    Applies to Medical Equipment Companies primarily
    Can be used for Account Planning. Leverage Sales Process Coach
    Can be used for Bids & Tenders (EMEA)
 Assets
    Medical Equipment: Installed Base Assets
    Medical Devices: Leased/loaned Assets
    Setting Notify Date automatically creates activity to “follow up”
 Service Requests
    Drill to show Product and Asset fields, then Back
    Can be used to order literature fulfillment
 Open Activities/Completed Activities
    Shows activities by team
    Automatically generated for Asset based on Notify Date
 Account Team
    Supports Team-based account management
    Controls user-level access to accounts and related information

Point out: Notes and Attachments (View Driving Directions)
Hide: Partners and Competitors; covered by Account Relationships
Step 3: Contacts

 Contact:
   Dr. Steven Marx
 Scenario Context
   Review contact data in
    preparation for planned sales
    call with Dr. Marx at OC
    Hospital
 Drill into Dr. Steven Marx
  from History Bar
   Point out contact fields that
    make sense for a Life
    Sciences company                7:10 am
                                    Wednesday, December 20
                                    Synergy Life Sciences Sales Representative, Sam Murphy

                                    Next, Sam is going to see Dr. Marx at OC Hospital to discuss the new Symphony
                                    Remote Surgical System. As he reviews Dr. Marx’s contact profile, he makes a mental
                                    to note to follow up on the MedEd event invitation and to thank Dr. Marx for referring
                                    Dr. Simons to Synergy. Sam also notes the lab location, reviews Dr. Marx’s hospital
                                    affiliations, and scans the recent activities performed by sales team.

                                    Gaining a complete picture of physicians across multiple touch points is critical to
                                    Sam’s success in influencing medical purchasing decisions.
 Contact Related Information: Key Items
Based on customer’s business, point out specific applets:
 Addresses
    Address block also reflected in Address List applet
    Life Sciences contacts can have many addresses.
    Primary Contact Address
    Description field available for other addresses (ex: Clinic)
 Accounts
    Ex: A physician practices at many hospitals/clinics
    Shows the Account:Contact M:M
 MedEd
    Shows the MedEd events to which a contact has been
     invited and their status
    Drills to the event
 Referrals
    Shows other contacts (Physicians) referred
    Especially applicable to Medical Device companies
 Assets
    Applies to Medical Device segment
    Leased/loaned Assets (Doctors)
    Implanted Devices (Patients)
 Revenues
    Track actual, projected, quota revenues by contact
    Record revenues by Product or Product Category/Line
    Roll up forecast revenues by Contact
 Contact Related Information: Additional Items

Based on customer’s business, point out specific applets:
 Service Requests
    Drill to show Product and Asset fields
    Can be used to order literature fulfillment
 Open Activities/Completed Activities
    Shows activities by team
    Many Medical companies team sell
 Contact Team
    Supports Team-based contact management
    Controls user-level access to contacts
    Can be inherited from Account Team

Point out:
    Campagins, Leads, Opportunities, Notes and Attachments as appropriate
Step 4: Offline

 Show Offline Client
    Show same contact online
     (Dr. Marx)
    Then switch to contact displayed
     offline (Dr. Marx)
 Point out
    Same look and feel
           Persistent Action Bar
            with search
           Tabs
           Detail Form
           Related Lists
    Respects custom layouts
    Includes medical fields
    New, Edit, Log a Call buttons
 Talk about
    Has data accessible while mobile
     and without an internet
     connection
    Changes can be made while
     offline
    Changes made offline are
     uploaded when online            7:30 am
    Enables the mobile salesforce Wednesday, December 20
                                        Synergy Life Sciences Sales Representative, Sam Murphy

                                        Now that he’s prepared for the day, Sam synchronizes his Siebel CRM OnDemand Life Sciences data
                                        to his offline client and heads out the door.
  Step 5: Call Detail

 Navigate
    Home
    Drill into appointment:
     Call on Dr. Marx at OC
     Hospital

 Point out:
    Appointment has
     related lists: Solutions
     and Attachments
    “Solutions” tracks the
     sales solutions used
     during sales calls.
     Point out “Clinical Trial
     Results”.
    Point out completed
     form for enrollment in
     the Phase II clinical       5:40 pm
                                 Wednesday, December 20
     trial in “Attachments”      Synergy Life Sciences Sales Representative, Sam Murphy

                                 When Sam returns to his home office, he synchronizes the changes he made to his offline data back to
                                 the Siebel CRM OnDemand Life Sciences application. He records the details of the day’s sales calls,
                                 including the Sales Solutions he presented, the forms he completed, and the next steps, which keeps
                                 his sales team and management current on the customer-related activities.
Step 6: Manage MedEd Event

 Point out:
    MedEd Event fields including
     Session Details
    Invitees related list showing
     invitees, their attributes and
     attributes related to the invitee
     for this particular event
    Open Activities
    Completed Activities
    Supports team coordination
     and management




                                         5:55 pm
                                         Wednesday, December 20
                                         Synergy Life Sciences Sales Representative, Sam Murphy

                                         When Sam returns to his home office, he records the details of the day’s sales calls,
                                         including updates to information on his upcoming MedEd event. He changes Dr. Marx’s
                                         status to “confirmed,” and adds Dr. Albright to invitee list.
Step 7: Wrap Up

 Talk to:
    Updating revenue records/forecast based on customer meetings
     completed during the day
    Prepare for tomorrow’s customer calls
    Tailor wrap up to customers usage scenarios and priorities


             Wrap Up
             Gaining a complete picture of hospitals, physicians, their complex relationships
             and purchasing behavior, and being empowered to execute in a mobile
             environment is a Life Sciences CRM best practice which enables Sam and his
             sales team to collaboratively increase productivity and profitability.
   Additional Topics (Optional): Sales Process Coach
 Show based on customer usage scenarios and
  interest
       Opportunity: Update Radiology Suite 1H’05
 Prior to demo:
       For Opportunity, “Update Radiology Suite 1H’05”, Set Sales
        Stage to Building Vision
       Clear Next Step
       Delete activities generated by Coach (Generate Quote and
        Engage SWAT Team)
 During demo, point out sales stage, blank next step
  and existing activities
 Click Coach
       Review Building Vision
       Review Short List, point out attachment
 Click “Edit” to Edit opportunity
       Point out fields shown in Red are required
       Update sales stage to Short List, point out:
             Next Step becomes required
             Next Step is automatically populated
             New activities (Generate Quote and Engage SWAT Team) are
              automatically generated, assigned to different users and assigned
              a due date
 Show easy run-time administration
       Show Admin > Data Rules & Assignment > Sales Stage
        Definition
       Drill into Short List.
       Point out how Sales Process Coach is managed in run time
        environment.
Additional Topics (Optional): Territory Management

 Show based on customer usage scenarios and interest,
 Point out that you are assuming an Administrator role. End users would never see these views
 Navigate to Admin > Data Rules and Assignments > Account Assignments
 Drill into Western Region Account Assignment Group
 Point out Rule Group, attributes and child rules
 Drill into first Rule and point out attributes, Team Assignment and Rule Criteria
 Click New in Rule Criteria to add a rule
 Point out fields involved in defining rule and their picklist values (Cancel, do not save rule)
Additional Topics (Optional): Analytics focusing on Answers

 Show based on customer usage
  scenarios and interest
 Dashboards
    Navigate to Dashboards
    Point out existing dashboards with reports
 Reports
    Navigate to Reports
    Point out existing out-of-the-box reports
     which can be used as is or customized
 Answers
    Point out and click “Create New Analysis”
    Choose Account Real-Time link
    Click to add fields:
           Account, State
           Metric: # of Contacts
    Add Filters to State
           State “is equal to or is in” CA
           Add Value: State “is equal to or is in” NV
    Click Next, Point out Table
    Click Add View > Chart
    Point out bar chart
    Change to pie Chart and click OK
    Point out Table and Chart and ability to
     further customize
    Point out ease of report creation
 Additional Topics (Optional)

 Based on customer usage scenarios and interest, consider discussing and showing:
    Custom Fields/Layout
          Create new custom field – ask customer where and what field/field type
             Ex: Contact – KOL (Key Opinion Leader), checkbox
          Add to layout
          Show field appearing in layout
    Other
          Campaigns – use Web Site Leads campaign
          Solutions
             Point out Product and Product Category fields
          Service
             Point out Product and Asset fields
          Households
             Applies to B2C
          Funds and Fund Requests
          Leads
             Only if relevant to the company
          Opportunities – Update Radiology Suite 1H’05
             Only if relevant to the company
             Or repurpose for Sales Planning
          Forecasts
             Account Revenue, Contact Revenue forecasting
             Opportunity and Opportunity Product forecasting, only if relevant to the company
Industry Background
Value Proposition for Medical OnDemand

   Need for low cost, low risk CRM to support Medical Sales business
    processes (low adoption of enterprise CRM for Medical Sales)
      Lack of compelling event to drive purchases of enterprise CRM for Sales
      Lack of medical-specific sales functionality in Siebel Medical Sales;
       Unclear value to the sales representative
      Costs are too high
      Deployment risk is too great
      Time to implement is too long
      Maintenance including upgrade is expensive
   Value
      Blended architecture/integration to Siebel Medical OnPremise
      Support for key medical business processes in both team-based account
       sales and influence selling
      Fast, easy, affordable – shared risk
      Integrated analytics
    Medical Industry Segments

      Devices                 Equipment              Supplies           Distributors




Implantables              Capital Equipment       Instruments           Devices
   Pacemakers               MR/CT                Hemostats               Neurology
   Coronary Stents          EP/Nuclear/X-Ray     Surgical Products       Ophthalmology
   Prosthetics              Fluoroscopy          Endoscopes              Orthopedics
   Heart Valves             Ultrasound          Consumables               Pediatrics
Diagnostic Products          Therapeutic / IGT    Reagents            Equipment
Consumer Products         Analytic Equipment      Disposables            Cardiovascular
 Blood monitors           Blood Analyzer         Hygiene Products    Supplies
 Home healthcare          Sterilization          Sutures              Other
                                                   Bandages
        J&J Cordis             Siemens Medical       Tyco Healthcare           McKesson
         Medtronic              GE Healthcare           J&J EES             Cardinal Health
      Boston Scientific          Abbott Labs          Dade Behring          Fisher Scientific
          Guidant                  STERIS                Baxter                Invitrogen
 Medical Industry Issues

 Key Issues By Role                                  Key Issues By Product Type
   SALES                                               EQUIPMENT
         Manage territory and top accounts                   Account planning & segmentation
         Track sales ($ and units)                           Opportunity & Forecast Mgmt
         Manage events, tasks, calendar                      Track installed base (assets)
         Customer support /follow-up (literature)            Account & Contact team
   SERVICE                                             DEVICES
         Resolve customer issues quickly                     Physician YTD sales ($ and units)
         Manage service requests                             MedEd events and seminars
         360° view of the customer                           Product Literature Fulfillment
         Track hospital affiliations                         Calendar Management (Cases/Calls)
   MARKETING                                                 Device registration
         New product launches                          SUPPLIES / DISTRIBUTORS
         Manage campaigns                                    Managing territory quotas
   EXECUTIVES                                                Actual vs. Planned Sales
         Insight-to-Action, Manage exceptions                Increase value-add
         KPI Dashboards, Alerts, Rank Performance
   IT DIRECTORS
         Low-cost, Quick to implement, flexible
         Comply with regulations (HIPPA, 21 CFR)
Selling into the Medical Industry

 Approach with Small Companies
     Low cost - $100 per user per month
     Easy to sign up…free trial
     Web-based, online, hosted, medical-specific CRM app
     Leverage best practices learned from industry leaders
     Embedded, pre-packaged analytics and reports
     Track accounts, contacts, addresses, calls and events


 Questions
   How do you track revenue by hospital, by physician by product line? MDOD
    enables your sales reps to see actual vs. expected sales.
   How do you track service requests? MDOD helps you to easily manage
    customer issues through closure.
 Selling into the Medical Industry


 Approach with Mid-Sized Companies                           (Note: Incremental)
     Quick to deploy…helps manage rapid growth
     Leverage sales processes across the organization
     Standardize service processes across the organization
     360° view of the customer
     Visibility to customer’s installed base assets (device/equipment companies)



 Additional Questions
   How does your company keep track of accounts? Do sales and service share
    information…one view of the customer?
   Do you segment your customers? MDOD helps you segment hospitals and
    physicians by market potential, market share and YTD sales.
   How do you share solutions across your organization to quickly resolve
    customer issues or product questions?
Selling into the Medical Industry

 Approach with Large Companies                               (Note: Incremental)
     Low cost…quick to deploy…try before you buy
     Predicable costs tied to the # of users
     Ad Hoc reporting and analytics
     Rapidly expand IT system coverage to other business units or geographies
     Integrate with existing system (ERP/Mfg/Service)
     World-class partners with IBM & Siebel…secure, compliant, scalable, performant
     Online and Offline capability

 Additional Questions
   Do sales reps have any tools to help them manage educational events and product
    seminars?
   How do sales reps request product literature for their customers? MDOD can automate
    literature fulfillment
   How do you track devices in the field? MDOD enables automated asset notification
   What IT tools are remote locations using to manage customer relationships? MDOD
    allows you to quickly and easily share account and contact information across groups
    and product lines.
   How do you track Hospital networks and GPO memberships? MDOD tracks account
    affiliations and physician referrals to increase insight.
Medical OnDemand Q4 2004 Release Features

 Accounts and Contacts                   Expanded Marketing & Sales analytics
      Medical-specific fields            Integrated Contact OnDemand
      Account-Contact Relationships      Lead conversion mapping
      Affiliations
                                          Campaign source tracking
      Addresses
                                          Sales process coach
 Forecasting                             Home page customization
    Account & Contact Revenues
                                          Object Renaming
    Product or Product Category
                                          Role management
 Medical Events (MedEd)
                                          Layout management
    New object and views
                                          Export
    Invitees
    Session details                      Parameterized web links
                                          Extended web services
 Sales Literature
    Management                           Expanded UAN
    Detailing                            Expanded International Support
                                             French, Italian, German, Spanish
 Device Tracking                            Japanese, Simplified Chinese, Korean
 Territory Management                       Portuguese
 Service Enhancements
Resources

 OnDemand Microsite
  (MySiebel > Prouct Portal > Siebel CRM OnDemand > Industry Solutions > Life Sciences)
       Sales Training Webinar (Deep Dive – Fall Release: Medical)
       Siebel CRM OnDemand Life Sciences Edition Data Sheet
 Siebel Medical Microsite
  (MySiebel > Product Portal > Siebel Medical)
       Demo script – (this presentation)
       Sales Presentation
       (Product Info > General Product Info) A Primer on Sales in the Medical Products Industry
       (Customers & References) General Orthodontic (OnDemand)
       Other miscellaneous
 Pre-populated Demo Accounts
       Log an SR for each account request (MySiebel > Help Desk)
       Specify:
             SR Type:                       OnDemand HD
             SR Area:                       OnDemand - Request Demo Accnt
             SR Sub-Area:                   Med - English - USA
       New accounts are available the next day after requesting them
             Requests must be received by 3pm PT to be available the next day
             Requestor receives email with account details
             The prior restriction of creating accounts only on Fridays no longer applies
       New accounts have dates “rolled forward” relevant to the date the account was created, so that data is
        current as of the creation date