Sales & Onboarding Workflow
- Sean Woods (Unlicensed)
The following page provides an in-depth overview of the SEKO Ecommerce sales cycle designed to support our global sales organization and maximize our efficiency when onboarding clients. Each of the key steps throughout the onboarding cycle is further outlined below with links to all of required core documents. The SEKO Ecommerce confluence homepage is to act as the “internal homepage” for sales and all SEKO employees to quickly access the information you are looking for.
Phase 1: Pre-Sales
This is the first phase of the sales cycle where important customer information is obtained and the opportunity details are defined and thoroughly documented in Salesforce.
Pre-Sales Steps | |
|---|---|
| 1 | Discovery call with customer |
| 2 | Transmission of product & marketing materials to customer |
| 3 | Determine if customer meets gating criteria for solution |
| 4 | Opportunity creation in Salesforce(only if #3 is“Yes”) |
| 5 | Pricing creation and client proposal |
| 6 | Complete solution documentation in Salesforce(mandatory before moving onto the “Onboarding” phase) |
| 7 | Once pricing has been sent; the sales representative will send the “Next Steps Email” containing the following;
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| 8 | Once the contract is signed and uploaded into Salesforce the “Onboarding” phase begins. |
Sales representatives can use the “Sales Tool Box” below to find helpful links to the latest product and pricing information available.
Pre-Sales Tool Box | Link | Description | |
|---|---|---|---|
| 1 | SEKO Ecommerce HomePage | Ecommerce Shipping and Fulfillment Solutions | Ecommerce Logistics |
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| 2 | Sales Process Bible |
| For more information on entering opportunities and navigating each step of the sales cycle. |
| 3 | Marketing Material |
| Customer facing marketing decks to share with clients. |
| 4 | Global Products & Services |
| Latest information on available SEKO Ecommerce products and solutions. |
| 5 | Global Cost Models |
| Dynamic rate makers to set margins and determine pricing details for your customers solution. |
| 6 | Pricing Presentation Template |
| Input the rate cards from the “Global cost models” into these formats when presenting pricing to customers. |
Certain products or services may be unavailable to customers in your region. For questions on product availability please reach out to your local SEKO Ecommerce team or email Sean Woods at sean.woods@sekologistics.com
Phase 2: Onboarding Phase
Only once the contract is signed does the “Onboarding” cycle officially begin. Please allow 2 Weeks for the onboarding teams to complete your request. Please refer to Page 6 of the “Sales Process Bible” for more information on the Onboarding Cycle.
Onboarding Steps | |
|---|---|
| 1 | Completion of all “Required Onboarding Documents” which can be found below. Links to each of these documents can be found below under the “Required Onboarding Document Checklist” section. |
| 2 | The next step is “Account Configuration” which is triggered by the sales representative with the creation of an “onboarding task” in Salesforce. |
| 3 | The task must have the following format as the header; “Omni onboarding-retalier name-tradelane” and correctly assigned to your local Omni Administrator (In the U.S. this is Jackie Choumas). |
| 4 | The local Omni Administrator will confirm that all documents have been properly completed and uploaded into Salesforce. |
| 5 | Once confirmed by the Omni Administrator, the account will move into the “account configuration” phase within Omni. |
| 6 | After completion of “System Configuration” the Omni Administrator will pass over the Omni account “log on” details. |
| 7 | It is the responsibility of the Sales Representative to confirm that the correct pricing and services have been configured for the customer and meet the details of the agreed upon contract. |
| 8 | After sales confirms that the account has been configured correctly, the sales cycle moves onto the “Go-Live” phase. |
Please refer to the image below for more information on creating the “onboarding task” in Salesforce.
Onboarding Document Checklist | Link | Status | |
|---|---|---|---|
| 1 | Onboarding Form |
| Completed by either the Client or the Sales Rep. |
| 2 | Approved Credit Application |
| |
| 3 | Known Shipper Check |
| |
| 4 | Billing & Payment Details(ACH) |
| |
| 5 | Signed MNDA |
| |
| 6 | Copy of Agreed Rates |
| Please include all margins, surcharges and other billing details. |
| 7 | Signed Contract | N/A | Please contact legal for most current contract approved by SEKO Corporate at legal.contracts@sekologistics.com |
| 8 | Solution Summary | N/A | Complete solution documentation w/ manager approval in Salesforce. |
The “Onboarding” cycle begins ONLY once all documents above are completed including and most notably being Item #7: Signed Contract. Any deviation from this process will result in onboarding delays.
Phase 3: Go-Live
Once the account is correctly configured in Step B. the customer moves into the “Go-Live” phase of the sales cycle.
Go-Live Steps | |
|---|---|
| 1 | Sales to set the “Go-Live” date with customer (preferably with at least 72 hours of prior notice.) |
| 2 | Sales to notify the local onboarding team of intended “Go-Live” date. |
| 3 | Sales to send client the “Welcome to SEKO” packet and any other potentially useful links below. All the links to these documents can be found below at the bottom of this section. |
| 4 | Once the onboarding team is notified of the intended “Go-Live” date they will notify the following SEKO teams internally of new customers to properly deploy resources and ensure a smooth onboarding experience;
|
Customer Center | Links | |
|---|---|---|
| 1 | Welcome to SEKO | |
| 2 | SEKO Customer Service Portal | |
| 3 | SEKO Omni IT Help Desk | https://seko.atlassian.net/servicedesk/customer/portal/31/group/95 |
| 4 | Omni API Parameters | |
| 5 | Retailer Support Center |
Phase 4: HyperCare Phase
The HyperCare phase begins the day the first package is shipped which is the end of the “Go-Live” phase. During this phase, a customer has begun shipping and the critical monitoring window of the onboarding period begins.
HyperCare Steps | |
|---|---|
| 1 | Client goes live and begins shipping |
| 2 | Client goes live and begins shipping |
| 3 | The Sales Representative will monitor the Tableau “HyperCare” daily along with the local onboarding teams to monitor performance and react quickly to any unforeseen challenges or delays. |
| 4 | Additionally, the sales representative will download the Omni tracking and history data daily to review volumes and ensure correct solution performance. |
| 5 | During this period, billing & finance will raise the first customer invoice and sends to the sales representative to review. It is the responsibility of the sales representative to manage profitability, review invoice accuracy and ensure the correct charges are being applied. |
| 6 | After the sales representative has confirmed the accuracy of the first invoice it is then sent to the client to review. |
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