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13.4.10Operational Review
Sumit Rai
The five pillars of operations…
SalesOn-Boarding Billing Support
Office & HR
KVM
Sales
How this works now……
Step 1 Step 2 Step 3 Output
Opportunity Identification
Pipeline Management
Sales Documents
(Contractual)
Input
NEB FormProspecting & Lead
Generation
• Channel Partners
• Direct Contacts
• Word of Mouth
• Forecasting & Reports
• Tasks Management
• Accounts & Opportunities in Salesforce
• Products – Opportunity Value
• Contact details
• Contract Details
• Billing Information
• Direct & Reseller Contracts
• NDA forms• Order /
Subscription Forms
Sales
Current Issues
Step 1 Step 2 Step 3 Output
Opportunity Identification
Pipeline Management
Sales Documents
(Contractual)
Input
NEB FormProspecting & Lead
Generation
• Lead Generation
• On-Boarding Channel Partners
• Existing business not tracked in Salesforce by Account Managers
• Update Products in Salesforce to match new Pricing Model
• Update Product codes to match Operations codes for Billing
• Filemaker implementation
• Legal Templates• MSA, On-Site,
EULA – need completing
• Filemaker implementation
Sales
How this will work in the future……
Step 1 Step 2 Step 3 Output
Opportunity Identification
Pipeline Management
Sales Documents
(Contractual)
Input
NEB FormProspecting & Lead
Generation
• Channel Partners
• Direct Contacts
• Online Marketing
• Telemarketing• Direct to
Verticals
• Forecasting & Reports
• Tasks Management
• Accounts & Opportunities in Salesforce
• Products – Opportunity Value
• Automated Document Generation
• Contact details
• Contract Details
• Billing Information
• Automated Document Generation
• Direct & Reseller Contracts
• NDA forms• Order /
Subscription Forms
On-Boarding
How this works now……
Step 1 Step 2 Step 3 Output
Credit Check Procedure
Complete NEB & Create Client
Profile in Accounts
Create Initial Invoice
Input
DeploymentNEB Form Received from
Sales
• Contains all Client Contact, Billing, Platform & Contract Details
• NEB Received Via Email
• Ensure all Fields are Complete
• Obtain Approval Signature from Management
• Create Client Profile in QuickBooks & Dynamics
• Advise/Email Deployment Team of Completed NEB and Client On-Boarding
• Create Invoice in QuickBooks & Dynamics
• Bill for Setup Fee• Pro-Rated &
Advance Billing for Subscription/Hosting & PS Fees
• Invoice Client via Email
• Sales Advise on Credit Check
• Results Recorded in NEB Form
On-Boarding
Current Issues
Step 1 Step 2 Step 3 Output
Credit Check Complete NEB & Create Client Profile
in Accounts
Create Initial Invoice
Input
DeploymentNEB Form Received
from Sales
• Excel Format• No Database• Email Delivery
• NEB Form in Excel Format
• Manual Creation of Accounts in both QuickBooks & Dynamics
• No Off Site Client Profile Back-Up
• No Results Log• Irregular Checks• No Database
• Manual Handover• No Recording of
Handover Time/Date
• Duplicate Invoice Creation
• Inadequate Invoice Template
• Manual Deployment of Invoice
On-Boarding
How this will work in the future……
Step 1 Step 2 Step 3 Output
Credit Check Complete NEB & Create Client Profile
in Accounts
Create Initial Invoice
Input
Deployment
• File Maker to Generate Automated Alerts for New Clients
• FileMaker to Support NEB Form
• Complete NEB Form supported by FileMaker
• Create Client Profiles in Microsoft Dynamics and FileMaker
• Off Site Client Profile Backup
• ALL New Clients will be Subject to Credit Check
• Results Updated & Recorded in FileMaker
• Automated Alerts for Deployment Team
• Isolated Access to all Relevant Client Information Available
• Create & Archive Invoice in FileMaker
• Include Setup Fee• Advanced Pro-Rated
Billing for Subscription/Hosting Fees & Professional Services
• Email Invoice to Client
• Export to Dynamics
NEB Form Received from
Sales
Billing
How this works now……
Step 1 Step 2 Step 3 Output
Create Project Number
Create Invoice
Record Invoice
Input
Email ClientScheduled Billing 1st of the Month
• Annual/Quarterly/Monthly Billing
• Recurring Billing for Hosting/Subscription Fees
• Client Billing Cycles Spreadsheet
• Individual Projects Invoiced Upon Completion
• Create Invoice in QuickBooks and Microsoft Dynamics
• Assign Accounting Codes
• Differ Sales Distributions
• Apply Project Number
• Save/Print/File Invoices
• Invoice Client Via Email
• Close Batch in Dynamics at Month End
• Log Invoice Detail in “Client Billing Cycle” Spreadsheet
• Record on Individual Client Page
• Create in Client Project Spreadsheet
• Apply “Project Number” Labels to Invoice
Billing
How this will work in the future……
Step 1 Step 2 Step 3 Output
Create Project Number
Create Invoice
Record Invoice
Input
Email ClientScheduled Billing 1st of the Month
• Automatic Invoice Creation for Recurring Billing
• FileMaker to Facilitate Client Billing Spreadsheet
• Credit Card Payments
• Create Invoice in FileMaker and Export to Microsoft Dynamics
• Automatic Assignment of Accounting Codes
• FileMaker Custom Invoice Template
• Invoices Generated and Distributed Automatically
• Recurring Credit Card Billing
• Invoices Archived and Recorded within FileMaker
• Central Database
• Off Site Back-up
• Project Numbers Generated via FileMaker
• Project Numbers Archived
• Off Site Back-up
Billing
Current Issues……
Step 1 Step 2 Step 3 Output
Create Project Number
Create Invoice
Record Invoice
Input
Email ClientScheduled Billing 1st of the Month
• Recurring Annual/Quarterly/Monthly Billing Done Manually
• Excel Client Billing Cycles Spreadsheet
• Duplicate Files
• Invoices Duplicated
• Insufficient Invoice Template
• Manually Assign Accounting Codes & Project Numbers
• Manually Differ Sales Distributions
• Off Site Back-up
• Manually Invoice Client Via Email
• Record in Excel Spreadsheet
• Off Site Back-up• No Database
• Client Project Numbers Stored in Spreadsheet
Support
Current Process
Step 1 Step 2 Step 3 Output
Assign Support Request
Manage Request
Notify Customer
Input
Close Jira Ticket
Jira Tickets & Direct Support
Requests
• Manually Sent Customer Email
• Programatically Generated Email
• Direct Customer Calls
• Resolve Issue• Implement
Change on Infrastructure
• Determine if in Product Road Map
• Log Resolved Issue
• Remove from Outstanding Issue Department
• Automated Email Response to Customer via Jira
• Contact via Phone/Email
• Explanation• Improvement
Planning
• Log Issue• Alert Project
Management• Alert Development
Team• Issue Severity
Human Resources
Policies & Procedures
Employee Recruitment & Departure
• Recruitment Agencies• CV Review• Multiple Interviews,
Reference Checks & Evaluation
• CRB Check• Contract Creation• Employee On-boarding
Process• Accountant Notification• P45/46
• Employee Handbook
• Health & Safety• Fire Evacuation • Security• Petty Cash
• Appraisals• Annual/Sickness
Leave• Share Options• Payroll• Expenses• Work Permits
HR Management
Event/Travel Management
• Annual Events• Over Seas
Business Travel• Studio/On
Location Management
Office Management
General Duties
File Systems
• Electronic/Hard Copy
• Faraday/Turing File Management
• Client Contract/NDA
• KV Management• Supplier
Information• Legal • KV Partners Detail• Public Relations
• Diary Management
• Meeting/Conference Co-Ordination
• General Maintenance
• Office Relocation• Ad-hoc Requests
• Network• Telephone• Water• Electric• Mobile Phone• Building
Maintenance• Bottled Water• Recycling• Stationary
Supplier Management
Billing & Account Management
• Invoice Creation• Client On-
boarding• Client Billing• Liaising with
Tenon• Account
Management• R&D Tax Credit
The KVM
KVM
SalesOn-Boarding Billing Support
Office & HR
Tenon Jira www HOSTS
