Setting up customers in Pega Sales Automation for B2B selling modes
|Description||Instructions for configuring customers in Pega Sales Automation for the B2B selling mode|
|Version as of||7.x|
|Capability/Industry Area||Sales Automation|
Follow design practices and implementation guidelines for setting up customers in Pega Sales Automation for B2B selling mode, including relevant objects such as organizations, accounts, contacts and relationships among them.
The primary audience of this article is the implementation team and sales operations.
Relevant objects in Pega Sales Automation
In Pega Sales Automation, there are different type of objects, for example, case types, data objects. The important objects in the current context are organizations, accounts, and contacts. These objects allow you to set up customers.
At the highest level in Pega Sales Automation, organizations capture details about a customer, for example, name, revenue, number of employees, website, and so on. You can set up an organizational hierarchy by creating a parent organization and associating child organizations with it. For more information about organizations, see Pega Sales Automation entities.
Another object of interest in this context is an account. When you create a customer organization, Pega Sales Automation automatically creates a default account object with the same name. Sales representatives can create opportunities by using an account. For more information about accounts, see Pega Sales Automation entities.
Note: For most Pega Sales Automation implementations, setting up the organization is enough to capture customer information. That is why the
AutomaticAccountCreation dynamic system setting is set to
true by default, to allow the system to create a default account for each organization object.
Sales reps can now create contacts and associate them with organizations. All contacts associated with organizations can also be associated with accounts. For more information, see Pega Sales Automation entities.
Setting up organizations
Follow these steps to configure customer organizations in Pega Sales Automation, with GE Global as an example.
1. Log in to the Pega Sales Automation as the Sales Operations user.
2. Create a new organization record in Pega Sales Automation, capturing customer organization details, for example GE Global.
3. Leave the parent organization parameter blank because the hierarchy is unknown.
Note: As part of creating the organization, Pega Sales Automation creates a default account associated with the new organization. The account name is the same as the organization name.
4. Add new contacts or associate the existing contacts with the new organization and account.
In Pega Sales Automation, you can group contacts based on the management level and department. Contacts can also be differentiated by the favorability rating and influence rating. You should add relevant contacts across these groups to enhance the organization coverage.
At this point, your basic setup is completed, and you can start creating opportunities for the GE Global account. You can have multiple contacts on an organization, some contacts can play key roles in specific opportunities. That is why you should associate relevant contacts with opportunities with appropriate roles, for example, decision maker, influencer or evaluator.
5. Optional: If you have a business engagement with one of the businesses or subsidiaries of the main organization, create a new organization record assigning the main organization as its parent.
This action covers complex or global scenarios, where single organization record might not be enough. In the following example, GE Aviation is created:
Note: As in the accounts for the GE Global organization, Pega Sales Automation creates a default account associated with GE Aviation with the same name.
6. Optional: Create and manage contacts and opportunities for the new child organization.
The following figure shows a complete setup of organizations, accounts, and contacts for the B2B selling mode:
Based on your needs, you can continue to create additional organizations at the appropriate levels in the organizational hierarchy.
The steps above describe the good practices for setting up a customer organization in Pega Sales Automation. Users are not limited to adding relevant data, for example, organizations or contacts by using the data entry screens. You can use data import tools or REST APIs to effectively upload data.