New customer onboarding is a critically important component of the lead-to-cash process orchestration. For many organizations it can promote and increase customer satisfaction as well as reduce revenue risk and quote-to-revenue cycle time.
High-level New Customer Process
Below is an example workflow for new customer. In ZFlow, your organization can design the workflow to support how business and process is followed.
Different Facets of Customer Master Data
There are different facets of customer master data depending upon the type of customer, business and industry. In SAP for example, customer master data is categorized as following
Customer Master in SAP
General data section of Customer Master in SAP primary includes information about the customer that the whole company can use.
Company Code Data
Company code data in SAP customer master includes data relevant for Accounting/Finance.
Sales Area Data
Sales area section data of the customer master data in SAP primarily includes sales and distribution, pricing and logistics related information.
Customer Master Data in Salesforce
The account master (represents a customer or potential customer) in Salesforce, for example, looks substantially different from the customer master in SAP.
Flexible Multi-domain Customer Master Data Model in ZFlow
ZFlow’s customer master data model is a flexible multi-domain master data model that supports multiple systems (CRM, ERP, Commerce, Supply Chain Planning etc.) and as a result will often have more information that what is needed for creating customer masters in a single system like SAP or Salesforce.
However, it is also possible to simplify customer master management process to support a single system like SAP.
Right information at the right time from the right stakeholder
In light of the amount of cross-functional information that is needed to properly set up a new customer in the organization it is easier if appropriate stakeholders (sales rep, finance, sales operations, etc.) are asked to provide the right information at the right time in a simple manner as shown below.
Involving new customers in the workflow
In some cases it makes sense to have customer stakeholders be part of the workflow either to provide, review and/or approve information. ZFlow supports addition of customer stakeholders as part of the workflow easily. Below shows the customer representative role that will do the “Review by Customer” activity in the workflow.
The activity “Review by Customer” below is performed by Customer Representative.
Customer risk analysis is a key step in new customer onboarding process. Some of this can be automated in ZFlow by integrating with external data sources such as D&B, List checks, and others.
Creating Customer Master in SAP and other systems
Once the Customer creation is approved ZFlow creates the customer master using the SAP integration activity highlighted below “Create Customer Master”. ZFlow is the only workflow engine that can seamlessly incorporate people activities (preparation, approvals, reviews…) and system integration activities in a single workflow. In the workflow below the activity “Change Account Status in Salesforce” ZFlow updates the Account status in Salesforce within the same workflow
Other onboarding tasks and activities
You can even design additional onboarding tasks and activities as part of the new customer onboarding process in ZFlow. These activities may include provisioning, delivery/installation setup and customer service account setup.