Conference ilbbak::us_sales_service

    I agreed with this note (.0).  I have my customer buying everything
    with bundled three year warranty/maintenance and recover all and
    DECdirect cannot process the entire orders.  If we are going to be
    forced (which is OK) then DECdirect has to offer the complete range of
    order processing.  
    
    CW

You might try Rod Robuccio in Merrimack, NH.  264-9103.  He has been
very helpful getting our larger customers acclimated to DECdirect and is
always interested in feedback.

bl

    This is a very valid point.  Currently their Administrative Systems
    will not allow upgrades/uplifts unless is on an exception basis.
    
    I will take this as my action item and will work with Rod and Direct
    channels (DDD, PC-Direct, E-store) to enhance our current process to
    make this the rule and not the exception.
    
    I will keep you updated via this notes conference.
    
    Sam Ceballos
    Project Mgr.
    Quoting and Ordering Program Office.

    Speaking as an Order Admin Manager...
    
    A typical OMS rep will process around $16M/yr, at least around
    here.  This strikes me as being pretty darned efficient.
    
    And yet straight order processing is only the tip of the iceberg
    in an OMS rep's job.  Functionally, they act as Sales Admin
    personnel - chasing cables and allowances, dealing with various
    and sundry Digital organizations on behalf of sales and customers,
    and a million and one other things as they arise.
    
    OMS reps aren't cert machines, though they do push out the
    business.  The other things they do need to be done.  They
    will be done by either a sales admin person, a sales rep,
    or an OMS rep.  I am sure mileage varies by geography.
    My personal opinion is that sales reps need to spend more
    time selling and less time dealing with administrative
    issues.  
    
    The point is that the $300 figure (said by some to be over
    $1100) includes all the sales admin work that field OMS does
    but DDD is not chartered to do.  Reducing the number of orders
    done by OMS may or may not save Digital money.  Reducing the 
    number of OMS reps will only shift the administrative work
    somewhere else - with the risk it will fall onto the shoulders
    of those least trained, inclined, and spareable to do it.
    
    Joel
      

Another vote for allowing service upgrades/uplifts via DECdirect. We had a 
customer who would call us in Sales/Sales Support with Digital part numbers 
and we would have to generate a quote and get it to him. He was happy to use 
DECdirect, but the first time he tried we had hassles with the service piece.
This customer knew what he wanted and could really use a streamlined process 
to get his order placed and delivered. The local Sales people and CAS really 
offered no added value to this customer.

Regards,

Jim
Xerox Acct Team

>>          <<< Note 85.4 by RIPPLE::GRANT_JO "the just man justices" >>>
>>  ...
>>    My personal opinion is that sales reps need to spend more
>>    time selling and less time dealing with administrative
>>    issues.  
  
  
Amen,  Joel.  I work closely with my OMS rep to smooth out the processes
as best we can.  Yet the antiquated systems we're dealing with more often than
not get in the way.  And this includes contract admin as well.

OMS, IMHO, provides the most value in the initial system sale.  There's no
reason why DECdirect couldn't be empowered to cover all additional orders.
We just need the systems to support it.

Bob 

I would like to echo the sentiments I have seen over the last two or three
notes.  The message to the OMS people has GOT to be, this shifting is not to
threaten your jobs, but to enhance them.  We need to prepare the OMS people
in the field (closest to the accounts) to do less handling of "vanilla"
orders and more interaction with the accounts and account teams, particularly
as we move into more systems integration business.  Already, our most 
successful and valued OMS people are teaching their accounts how to utilize
DMO (DECdirect, EStore, TCC, etc.) to make both themselves AND our customers
more efficinet. 

bl

    	These are challanging days for all of us.  We need to learn
    how to maximize our resources and work smarter - we are offering
    a way to do that.
    
    	This is not an issue of Dec-Direct Vs field OMS; this is an
    alternative that will allow you to maximize your field, direct
    channels, E-store ordering capabilities to be more efficient and
    productive.
    
    	There will be situations where Dec-Direct will not be the right
    alternative or field OMS - you decide.
    
    	At the same time we should not foster the idea that administrative
    duties are not for sales to understand.  To know what are the admin.
    implications will make you more productive and will allow you to
    provide a better level of advice to customers and will allow you to
    make the right choice.
    
    	I am working the issue of upgrades/uplifts with US Administration,
    DEC-Direct and other direct channels.  I will post my results.
    
    	I will be glad to present any information you need via con-call,
    Sales Unit meetings etc, we are here for you.
    
    Happy Selling.
    
    Sam Ceballos.
    Project Mgr.
    Quoting & Ordering Program Office.