E3 Entegral

Process:
Customer Data
Solutions

Collection
Group Members:
Adegbenga Keleko
Brian Pae
Luisa Valls
Jonathan Wilson

and Retrieval

March 10, 2015

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.

Business Process
Current Customer Data Collection and
Retrieval Steps

A project is sold by E3s 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
salespersons discretion.
Other E3 employees request the contact
information from the salesperson in order to
provide them with service.

Sharing of
Information
E3
Salesme
n
E3 Accounting

Send
Send
Invoices
Invoices

E3 Engineering
& Construction

Set
Set up
up
Remote
Remote
Connectivi
Connectivi
ty
ty

Process
Process
Payment
Payment

Initial
Initial
Survey
Survey

E3 IT

Project
Inspectio
n

Adjustments
Adjustments
//
Troubleshoo
Troubleshoo
ting
ting

Equipme
nt
Replacem
ent

Business
Process

P
s roc

es

Collect
customers
contact
information
Save in sales
persons
preferred
format/device.

Outputs

at

Customer
Customer
Contact
Contact
Data:
Data:
Name
Name
E-mail
E-mail
Phone
Phone Number
Number
Address
Address

m
or
sf
an
Tr
on

Inputs

Sharing
Contact
Information
Upon Request
For :
Billing
Maintenance
IT

Business
Process
Process Step
1. Provides contact
information
2. Collect customer
information
3. Saving/Store customer
information in preferred
format/device
4. Request customer
information
5. Share customer
information

Actor
Customer
Sales Person
Sales Person
E3 Employees: Sales,
Construction,
Administration, Performance
Management
Sales Person

Customer
Customer
(School
(School
District)
District)
Meets
Meets
Salesperso
Salesperso
nn During
During
Sales
Sales Call
Call

No
Interest
ed in
Potentia
l
Project?

Yes
Provides
Provides
Contact
Contact
Information
Information

E3
E3
Salesperson
Salesperson
Look
Look for
for
Sales
Sales
Opportunit
Opportunit
ies
ies
Collect
Collect
Custome
Custome
rr
Informati
Informati
on
on
Store
Store
Information
Information
Preferred
Preferred
Format/Devi
Format/Devi
ce
ce

E3
E3
Accounting
Accounting

E3
E3
Engineering
Engineering
&
&
Constructio
Constructio
n
n

E3
E3 IT
IT

Request
Request
Customer
Customer
Billing
Billing
Information
Information

Request
Request
Customer
Customer
Maintenance
Maintenance
Information
Information

Request
Request
Customer
Customer
IT
IT Information
Information

Look
Look for
for
alternate
alternate
source
source

Look
Look for
for
alternate
alternate
source
source

No
Informat
Informat

Look
Look for
for
alternate
alternate
source
source

ion
ion
Availabl
Availabl
e?
e?

Yes

Share
Share
Customer
Customer
Information
Information
with
with E3
E3
Department
Department

Use
Use Customer
Customer
Information
Information for
for
Billing
Billing

Use
Use Customer
Customer
Information
Information for
for
Maintenance
Maintenance

Use
Use Costumer
Costumer
Information
Information for
for
IT
IT

E3
Salesperson

E3
Employee
Custo

E3
Employee

E3
Salesperso
n

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.

Asking customer for contact

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:
o

Recording customer interactions

Automating tasks and calendars
Track performance and productivity.

Customer
Customer
Meets
Meets
Salesperso
Salesperso
nn During
During
Sales
Sales Call
Call

No
Interest
ed in
Potentia
l
Project?

E3
E3
Salesperson
Salesperson

E3
E3 IT
IT

Access
Access
Customer
Customer
Billing
Billing
Information
Information

Access
Access
Customer
Customer
Maintenance
Maintenance
Information
Information

Access
Access
Customer
Customer
IT
IT Information
Information

Look
Look for
for
Sales
Sales
Opportunit
Opportunit
ies
ies
Collect
Collect
Custome
Custome
rr
Informati
Informati
on
on

Yes
Provides
Provides
Contact
Contact
Information
Information

E3
E3
Accounting
Accounting

E3
E3
Engineering
Engineering
&
&
Constructio
Constructio
n
n

Store
Store
Informati
Informati
on
on in
in
CRM
CRM
System
System

E3 Salesperson

E3

Custom

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

persons 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.