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Sales & Clients Relations


    Uniqueness of your business should not be limited to the quality of product you build or value of service you provide. High quality products and services are expected as natural part of vital business relation. If you want to keep your clients, you want to enchant them, you want to exceed their expectations. During the Sales process set-up, think about trigger events that could help you positively surprise your client.

    Atollon helps you track your sales opportunities using the following tools:

    • Client status tracking
    • Messaging, communication
    • Tasks
    • Project (Sales Opportunity)
    • Estimate
    • Sales Order
    • Web Leads
    • Sales Workflow (Professional Edition)

    One of the most important benefits of Atollon in treating your clients properly is getting overview about all activities with the client on one place. From Client detail, you may easily understand what was communicated, what tasks are pending, what projects are open, what regular services you should provide, what sales activities were successful, which have failed, what is the ordering or invoicing history, payment morale, etc. By having it so easy to get all information about client on one place, Atollon should help you make better decisions about the development of your relationships with your client.

    Types Of Sales

    Each type of business may have different needs in tracking Sales activities. We support the following sales workflows:

    Short Term vs. Long Term

    When selling goods or providing services, you may or may not want to create new Sales Opportunity. The decision whether or not to create Sales Opportunity project stands in the length of the sales phase as well as how your sales process is structured. Once your sales process is quick, you may just release Sales Order for your client's confirmation. After the Sales Order confirmation, you may easily create new Invoice, wait for payment and ship your goods or execute the service.
    If your sales process is longer and more structured, involving identification of decision makers, sending proposals and waiting for feedback, you should track the sales process using Sales Opportunity project. This will help you collect all information about the sales process on one place and keep the history of interactions. It does not matter whether you talk to prospect or existing client.

    Short Sales Cycle

    Simply create New Sales Order, add one or more Items and wait for it's confirmation to execute. If you deliver goods, you may want to get paid up-front, so you just release new Sales Invoice, wait for payment confirmation and deliver. When you provide services to current clients, you may want to charge them after the service is delivered, but it's still just a simple invoice, whose value is the same as confirmed Sales Order.


    Structured Sales Process


    Allow Access Phase

    Client must be willing to start any kind of discussion with you. Based on Jill Konrath's SNAP Selling book, there are the following rules that any message you send to your prospect should follow.

      Short Word For Description
    S Simple Your message to your prospect must be as Simple as possible.
    N INvaluable Your message must be iNvaluable to your prospect / message recipient.
    A Aligned Your message must be Aligned with prospect's needs and desires.
    P Priority Your message must be on your prospect's Priority list.
    How to apply SNAP rules in Atollon?

    Once you indicate any prospect you would like to reach, create new Prospect type of contact (person or company). In order to keep the message Simple, create new Message Template for your communication to your prospects. Keep the message maximum 6 sentences long. Before sending the e-mail based on Message Template, make sure you adjust it to sound as "Your own message". Invest your time and research something about your client.

    To Set-Up the "Prospect" contact Type, refer to first section of Business Growth Engine program. If you want to target Prospects more properly and focus only on one or more individuals from various people you got contact with, you may add the Prospect as part of Campaign. See Campaign section below.

    When communicating to your past or current clients, you may use all the history stored in Atollon later.

    The Value you provide to your prospect must reflect services you deliver.

    The message should be Aligned, therefore please make sure you categorize your prospects properly. When prospect is company, you should track it's Industry. You should add as many details about your prospect to Atollon as possible. If you structured information about your prospects properly, now you can utilize it and search for the company of requested size, importance, focus, life cycle, etc.

    Whether your communication to prospect has their Priority depends more on prospect's current status than on your offering. You should keep contact with your prospect to influence prospect's view of urgency.

    Understand Need for Change Phase

    Before you actually find out that there is some need for your services recognized by your prospects, you should treat them in educational mode. You want to make sure that you stand in front of your client's eyes, once they decide to go ahead and look for solution. Maybe you want to help them discover the need and it's urgency.

    Look for Options Phase

    During this phase, you started actual discussions about provided services or delivered products. This phase may be slightly different when selling services, goods or acting in various industries.

    Selling Services

    When selling services, you want to create new Sales Opportunity, once you find out that your Prospect became aware of your company and it's offering. It is expected that your Prospect is already interested in what you want to say, otherwise you could close the door to your Prospect offering services that are not in your Prospect's wide focus.

    In Atollon, after you create new Prospect, you may create new Sales Opportunity project in "Initial" phase and send your Prospect first e-mail with Estimate. All sales activities incl. communication, documents, estimates, etc. should be created & tracked under the Sales Opportunity project.

    Selling Goods

    For selling goods, you are more dependant on using Items database. If short term goods sales is needed from your side, we suggest that Atollon is connected to any existing ERP solution or stock management software to update it's current stock quantity in on-line mode, using Atollon's Web Services infrastructure. In order to achieve this, please contact Atollon Consultants. When selling long-term, you may utilize Purchase Orders feature that will help you collect information about your Supplier orders as well as Sales orders on one Sales Opportunity project.

    Industry Specific: Construction Business

    In Construction Industry, most sales opportunities are not tracked against one particular company. There are several companies involved, when sales opportunity (Construction Project) is indicated. Please consult with Atollon Consultant for more information.


    Sales Opportunity

    Sales Opportunity is understood in Atollon as project, whose goal is to sign contract with client.

    Sales Opportunity Phases

    You want to have clear overview about what's happening with your perspective business. The closer your sales phase to signing the contract, the higher the chance to win and also the higher the value of Sales Opportunity.

    Using Sales Opportunity Phases you do not just indicate the value of Sales Opportunity, but also importance as well as treatment (more important projects should be treated personally).

    Calculating Sales Opportunity Value

    Value based on Items

    Each Sales Opportunity project may (optionally) have Sales Opportunity Tab that calculates the value of Sales Opportunity. Atollon's Sales Opportunity value calculator takes in account various options your client may want to purchase as well as total probability of gaining the Sales Opportunity.

    Total Value of the Sales Opportunity is calculated as Unit Price x Quantity x % probability that the Item will be selected among various options.

    Example: For instance, in case the Item is required, the probability of Item's inclusion will be 100%. If the Item is one of two options, it's probability of inclusion will be 50%.

    Expected Value of the Sales Opportunity is calculated as Total Value x % probability that the business will be won. The closer to signing the contract, the higher the probability and the higher the Sales Opportunity Expected Value.

    In order to estimate company sales in future periods, it is necessary to indicate also expected Closure Date.

    Value based on Rough Estimate

    You can also indicate the Total Value of Sales Opportunity and write it into the Sales Opportunity form. To the date of this document, you must add at least one item on the Sales Opportunity form and indicate 1x the Total Estimated Value manually.

    Set-Up Sales Opportunity

    Please refer I. Core Set-Up article to adjust Sales Opportunity Phases (Project States of project type "Sales Opportunity"). If needed, you can also set-up project numbering to add automatically unique number into each new Sales Opportunity. You can also adjust Tabs being displayed on Sales Opportunity and add or remove the following functions:

    Sales Opportunity Tab

    The Sales Opportunity Tab contains (above mentioned) Sales Opportunity value calculator. Each record on Sales Opportunity tab represents new Sales Item that increases the value of the Sales Opportunity.

    Sales Orders Tab

    If you sell goods or you want to adopt short sales cycle that allows easy invoicing.

    Estimates Tab

    You should use either Estimates or Issued Orders, not both at the same time. It is possible to combine both sales approaches, but we suggest you use only one type of Sales Process on one Sales Opportunity project, just because it will be less confusing for users. See chapters below for more information.

    Purchase Orders Tab

    Once you are trading company or you utilize external services, you purchase goods or hire external services. You will need this feature to track all your purchases connected with the Sales Opportunity.

    Sales Opportunity Reporting

    It is wise, once you have advanced CRM system in place, to report for your sales activities. It will be much easier for you to improve your sales success, once you will track & measure your steps leading to closed sales.

    Below you can find several suggestions on Sales reporting.

    Report Examples

    Number of Prospects

    Show report that indicates number of Prospects in your database, based on their Custom Status.

    Set-Up The Report

    In order to prepare such report, add at least Folder Name (Account.Name), with Type of Folder (Account) = "Prospect", group results by the Folder(Account).Custom Status and put Count aggregate function on Folder Name.

    New Prospects last month

    Show how many new Prospects you contacted. This report will show you how much you care about the beginning of your Sales Pipeline.

    Set-Up The Report

    You may use the previous report example (Number of Prospects) and add field Account.Created with filter on Date: Today minus 30.

    Sales Opportunities by Phase

    Count the number of Sales Opportunities in given phase and sum their value.

    Set-Up The Report

    Show the list of Sales Opportunitites (projects, where Project Type = "Sales Opportunity") + group them by Custom Status. Count number of Sales Opportunities (Count Project.Name field). Sum the Sales Opportunity Expected Value (Project.ExpectedValue).

    New Sales Opportunities

    Show the list of new Sales Opportunities.

    Set-Up The Report

    Show, who created the Sales Opportunity (project, where Project Type = "Sales Opportunity"), what is the current Project.Custom Status, who is the primary responsible person (Project.Responsible User, Project.Responsible User is Primary), where (Project.Created) Date Created <= 10 days back.

    Show Neglected Sales Opportunities

    Once your Sales Opportunity raises in it's value, it becomes more important. In later stages of Sales Opportunity (for instance Presentation, Contract Negotiation, etc.), you should check that you get in contact with your prospect frequently.

    Set-Up The Report

    You may show projects, whose Last Activity Date on Project <= 15 days back, whose Project Type = "Sales Opportunity" and where Project.Responsible User = "<Current User>". This report will show you important projects, where you have not been in contact for last 2 weeks.

    There are possible other combinations of Sales and activity reports as well, of course.

    Sales Opportunities Mass Mail

    In order to send Mass Mail to Sales Opportunities contacts, it is necessary to add one or more contacts as External Contacts to the Sales Opportunity. It is also necessary to have their e-mail addresses and write Salutation (once you want to send the Mass Mail more personalised).

    Set-Up The Report

    If you want to send announcement to all your prospects that are tracked during the Sales Opportunity, you may want to show all projects, where Project.Type = "Sales Opportunity", Project.Status = "Initial, Active", show Project.External Contact, incl. Person.Name, Salutation, E-mail. Contact information and salutation are necessary to verify that you entered this information into your contacts database, before you send the Mass Mail. If there are some e-mails missing, or Salutation (if you want to use it), open the appropriate Contact detail and fill-in the missing information before you send the mass mail.


    Items are your products or services that you sell to your clients. Items are used when calculating Sales Opportunity value as well as when preparing Estimate, Sales or Purchase Orders, releasing Invoices, preparing production Project Budgets, preparing project Billing details, etc.

    Items Set-Up

    You should first define your basic Item Types. Item Types might be (for example) Services, Support, Products, Cars, etc. You may also define Item Categories that might be used to assign Item to one or more Item sets, for better browsing through multiple Items. You should define Items Units, which indicate your Units used (m2, pc., kg, etc.). For financial management purpose, you should set-up VAT rates.

    Enter New Items

    New Items may be entered using Items application in Atollon. Configuration of Items is available using Atollon Windows client interface.

    Price Lists

    Atollon currently supports only one price per Item, which is indicated on the Item itself as default (Price List) Item Price. In future versions of Atollon we expect to extend this feature and add more customizable Price Lists.

    Estimates vs. Sales Orders

    You should choose whether you want to use Sales Orders or Estimates in connection with Sales Opportunity. If you deliver services or products that are charged immediately with the delivery, you should use Sales Order. Advantage of Sales Order is that the Invoice may be created directly from the Sales Order (Invoice is actually a copy of Sales Order).

    On contrary, if there is more difficult structure of billing, you should use Estimate instead. Estimates may be first converted into (production) Project Budget, Billing Items, which are the part of the Project Budget, may be split for more fragmented billing (Up-front, during various project phases, after delivery).


    New Estimate may be created based on Sales Items on Sales Opportunity project. If you don't use Sales Opportunity Value calculator, you may create Estimate any time during communication with your client. You may start using Estimate as-is. Atollon basic set-up comes with pre-configured Estimates for immediate use

    You may also want to customize Estimates settings as well as adjust the Estimate Print Template.

    Set-Up Estimates

    You may Set-Up various Journals for Estimates and assign more Numbering sets, based on Estimate Journal selection during New Estimate creation. You may want to use several numbering sets, once you have more business units or business categories that should be tracked separately. Each Estimate Journal defines (internally) different controlling variables (financial GL accounts) for financial management reporting.

    Access Rights to Estimates

    There are three Access Groups pre-configured for your access rights customization needs.

    Estimate Readers

    Group allows users read Estimates.

    Estimate Writers

    Group allows users create and update Estimates.

    Estimate Approvers

    Group allows users approve Estimates. Estimates are approved internally, before they are sent to client. This allows you to better control the quality and price of Estimates.

    Adjust and Upload Print Templates

    During Express Implementation, Atollon Consultants have uploaded default print template to your Estimates. You may want to adjust the layout, using the default template, for example change colours, logo placement, fonts, etc. We would suggest also to add your own conditions confirmation statement, with space for your client's signature confirming the conditions.

    There are two ways to print Estimate, one using XHTML (print layout format) that may be adjusted by Web Design professional or one in Excel (XLS) format that may be easily adjusted even by any MS Excel or Open Office user.

    Sales Orders

    Sales Orders are used to confirm enquiry by your client for your goods and services. As mentioned above, the advantage of Sales Order compared to Estimate is ease of the whole process. You may just issue new Sales Order, send it to your client even without attaching the Sales Order to Sales Opportunity (only Client's Folder is required) and waiting for confirmation.

    After confirmation of Sales Order, you may directly deliver and/or create new Invoice based on confirmed Sales Order.

    Set-Up Sales Orders

    You may create additional Journal, indicating new Numbering set. You may also define your own Sales Order Custom Status to better fit your sales workflow. The default Custom States contain the following values: Draft, Approved by Client, Invoiced, Canceled.

    Set-Up Print Template

    Similar to Estimates, you can customize your own Sales Order template based on sample uploaded by Atollon Consultants.

    Import Contact Data

    We hope you already gathered list of contacts that you would use to get in contact with and offer your services. During contacts importing, you may want to decide whether or not the contact would become your Prospect or not. Please note that contacts in contacts database are split to Person and Company. If you want to import both, you must import Companies first, indicate some Company number (RefID), which is used when importing Persons that can be directly bound to their Company (using Company Old ID <=> Company.RefID).

    The only required field for contacts import is Company Name or person's Surname. We expect that you would import at least also e-mail, phone or address, if available.

    Indicate Contact Type during the import

    You may want to also decide whether or not to create new Contact Folder directly, during the import of companies (or persons, once your clients are mainly physical people). If you have not selected the option to create new Contact Folder during contacts import, the folder may be created later, after import.

    Contacts Import Tips

    We advice to import some fields that will help you indicate (filter) the imported data in Atollon. You may use the following options for example:
    a) Contacts Distribution Group
    Create one or more new Contact Groups and match the contacts to the group. It is enough to add new columnt to your contacts list, called "GroupA", you can input any value into the field itself, for example "Dentists in London".
    b) Add "SourceDB" field indicating, what DB you gathered contacts from.

    See How To Import Contact Data into Atollon



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