Querying for Accounts Querying for Accounts Standard Operating Procedures 031704

OVERVIEW: It’s CRITICAL that everyone do a thorough check against existing Siebel Account records on all incoming communication (calls, emails, etc) BEFORE entering new Account records. This will ensure that you have access to all the historical data on any existing Account (Activities, Opportunities, etc). MOST IMPORTANT, existing Siebel Account records will indicate if the Account is already affiliated with one of our Partners (Account Status field).Always search by Accounts, not by Contacts! Advantech sell/ships/bills to Accounts, not to individual Contacts.

Set up your “Account List View” Columns DisplayedMake sure your default Accounts view is “All Accounts”, if you have that view available (see http://www.advantechdirect.com/crm/ChangeDefaultViews.htm for instructions)In the Accounts list view pull-down menu, choose “Columns Displayed” or use the shortcut “Ctrl-Shift-K”:

Choose at least the “Selected Columns” as shown here. These columns will allow you easy queries to identify whether the Account already exists. Move all these columns to the “Selected Columns” area, then click “Save”:

NOTE: you can change the default columns in any list view; see http://www.advantechdirect.com/crm/ColumnsDisplayed.htm for instructions

1: How to Query against existing AccountsEmployee: “Can I have your company name?”

Be careful when searching by company name abbreviations; if they give you an abbreviation, it’s best to ask the complete company name.Query for the Account Name in the Accounts list view, use the Query button or Alt-Q shortcut.By default, the cursor will be in the first field “Name”:

NOTE: queries are NOT case-sensitive.

For this example, Caller replies: “I work for Automation Electronics”:Start with a broad search, entering the first name of the company.

Hit your Enter key or click the “Go” button. The Query Results will show all Accounts beginning with the word you entered:

You can scroll down the list, or re-query to be more specific by Account Name.

In this example, scrolling to Automation Electronics would take many mouse clicks, so we’ll re-query by Account Name “Automation Elect”

Click “Go” or hit Enter.The results of this query are shown here:

1.1 Query results show multiple Accounts with the same nameEmployee asks: “What city is your company located in?”As you can see, one “Automation Electronics” Account is in Brunswick OH, the other in Casper WY.

NOTE: We use the “Site” field to show City and/or State in Accounts. While not required, it really helps to have this info in the Site field, which is used elsewhere in Siebel (Opportunities, Activities, etc)

NOTE: Pay close attention to the Account “Status” and “Parent Account” fields.- Account Status = “Assigned to Partner” (Accounts we have passed to Partners)

o Service Request: Process as usualo Sales Request: suggest to customer that they contact the Partner indicated in the

Parent Account field. If customer insists, take the order and advise the SE on the Parent Account as soon as possible.

- Account Status = “Partner’s Existing Customer (Accounts that Partner has been doing business with before affiliation with Advantech

o Service Request: Process as usual.o Sales Request: suggest strongly to customer that they contact the Partner indicated

in the Parent Account field. Do NOT take an order unless the customer absolutely insists; in such cases make sure the SE on the Parent Account is notified immediately.

Caller Responds: “We’re located in Casper Wyoming”Verify that the address and phone number data is complete and correct, then drill down on the Account to find the Contact record:

If the caller’s Contact info is already listed, use that record for any Activities or Service Requests (continue drill-down). Fill in any missing info (in this case, ask Job Title and enter)

If the Contact is not already listed, add the Contact info here by clicking the “New” button.Add all info, including Job Title, email, and confirm the Phone Number (change as needed).

1.2: Query by Name results show no Accounts with the same nameEmployee asks: “What City and State is your company located in?”

It’s possible that the company is already in Siebel under another Account name.Always do a secondary query by “City” & “State” fields, (or by “ZIP Code”)Repeat the Query process by hitting “Query” or “Alt-Q”Tab over to the “City” field, and enter the city.Then tab over once more to the “State” field and enter the state abbreviation (e.g. “CA”)

(If querying by “ZIP Code”, tab over to that field and enter ZIP)

Follow same logic to see if the Account already exists.

Do at least 2 Queries to see if the Account is already in Siebel!It’s critical that we don’t jeopardize Partner relations, or duplicate records.

1.3 If you’re sure the Account is not already in Siebel, enter a New Account record (see SOP “CreatingNewAccount_ContactRecords”)