E3 Entegral Solutions

Process: Customer Data Collection

and Retrieval
Group Members:
Adegbenga Keleko
Brian Pae
Luisa Valls
Jonathan Wilson

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 selffunding, 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 Salesmen
E3 Accounting

Send
Send
Invoices
Invoices

E3 Engineering &
Construction

Process
Process
Payment
Payment

Initial
Initial Survey
Survey

E3 IT

Set
Set up
up Remote
Remote
Connectivity
Connectivity

Project
Inspection

Adjustments/
Adjustments/
Troubleshooting
Troubleshooting

Equipment
Replacement

Business Process
Outputs

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

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

Sharing Contact
Information Upon
Request For :
Billing
Maintenance
IT

Business Process
Process Step

Actor

1. Provides contact information

Customer

2. Collect customer information

Sales Person

3. Saving/Store customer information

in preferred format/device

Sales Person

4. Request customer information

5. Share customer information

E3 Employees: Sales, Construction,

Administration, Performance
Management
Sales Person

Customer
(School District)
Meets
Salesperson
During Sales
Call

E3 Salesperson

E3 Accounting

E3 Engineering
& Construction

E3 IT

Request Customer
Billing Information

Request Customer
Maintenance
Information

Request Customer
IT Information

Look for alternate

source

Look for alternate

source

Look for Sales

Opportunities

Collect
Customer
Information

No
Interested
in Potential
Project?

Yes

Store Information
Preferred
Format/Device

Provides Contact
Information

No
Information

Look for alternate

source

Available?

Yes
Share Customer
Information with
E3 Department

Use Customer
Information for
Billing

Use Customer
Information for
Maintenance

Use Costumer
Information for IT

E3 Salesperson

E3 Employee
Customer

E3 Employee

E3 Salesperson

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.

Requests for lost/additional customer

information

Asking customer for contact information

repeatedly can create a bad company
image.

 Implement

Proposed Process
Improvement
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
Meets
Salesperson
During Sales
Call

E3 Salesperson

E3 Accounting

E3 Engineering
& Construction

E3 IT

Access Customer
Billing Information

Access Customer
Maintenance
Information

Access Customer
IT Information

Look for Sales

Opportunities
Collect
Customer
Information

No
Interested
in Potential
Project?

Yes
Provides Contact
Information

Store
Information
in CRM
System

E3 Salesperson

E3 Employees

Customer

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.