Lead-to-Cash Process Management
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Summary of Lead-to-Cash Process Management
The ServiceNow® Lead-to-Cash Process Management application enables sales teams to access a centralized dashboard that consolidates critical sales data from various sources, including CRM and ERP systems. This real-time command center allows for efficient monitoring and management of the sales process.
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Key Features
- Business Object Group Creation: Sales admins can create logical entities to define and monitor business processes, such as order-to-cash.
- Sales Process Records: Sales process managers can create and manage records specific to customer accounts, enhancing tracking of opportunities, quotes, and orders.
- Customizable Dashboards: The dashboard can be tailored to focus on relevant data, allowing sales managers to navigate complex processes effectively.
- Hierarchical Relationships: Users can establish relationships between sales entities to mirror organizational structures and strategic goals.
- Integrated Communication: The application provides tools for managing emails, tasks, and documentation for streamlined communication and collaboration.
Key Outcomes
By utilizing Lead-to-Cash Process Management, users can achieve:
- End-to-End Visibility: A comprehensive view of the sales process, eliminating the need to switch between multiple systems.
- Improved Focus: Customizable views allow users to track only relevant records, enhancing productivity.
- Efficient Task Management: Streamlined processes for communication and documentation accelerate decision-making and foster cross-functional collaboration.
For further guidance, customers can explore topics on configuring and using the Lead-to-Cash Process Management application.
The ServiceNow® Lead-to-Cash Process Management application empowers sales teams by providing a consolidated view of all critical sales data and activities.
Lead-to-Cash Process Management overview
Lead-to-Cash Process Management is a centralized, real-time command center that aggregates information from various sources like Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) platforms into a dynamic dashboard.
Lead-to-Cash Process Management users
| User | Description |
|---|---|
|
Sales admin Contract admin |
Define and create the sales process and relationships between the sales entities to be monitored using Lead-to-Cash Process Management. |
| Sales process manager | Create sales process records for an account and monitor, manage, and follow-up on tasks. |
Lead-to-Cash Process Management workflow
The following illustration describes the tasks involved in configuring and using Lead-to-Cash Process Management to monitor the end-to-end sales process from a single interface.
- Sales admins create a business object group in the Next Experience UI, is a logical entity that defines your business process and the entities involved. For example, order-to-cash.
- Create business entities (business object type) you want to monitor in your sales process and define relationships between them.
- Add the business entities as members of the business object group.
- The sales process manager creates sales process records in the CSM Configurable Workspace.
- Sales process managers create sales process records for monitoring a customer account. A dashboard is created that contains the hierarchical node map view of the opportunities, quotes, orders, and other related entities.
- Manage tasks, status, documents, and emails related to the business entities, and follow up with respective teams to expedite the process.
- Track other tasks at the sales process record level by creating business process records.
Lead-to-Cash Process Management benefits
| Benefit | Feature | Users |
|---|---|---|
| Create a hierarchical relationship between sales entities using built-in or custom business objects that mirror your organization’s structure and strategic goals. | Create business objects and set up relationships between the entities | Sales admin |
| Customize the number of levels and tile content on the node map, enhancing clarity and control so that the sales process managers can focus on relevant data and navigate through complex sales processes effectively. | Customize the sales process dashboard | Sales admin |
| Select parent entities (such as Opportunity, Quote, or Order) and child entities (such as Quote lines or Order lines) to create a customized view of the sales life cycle that reflects the structure and needs of each account. This capability helps you track only relevant records, reducing noise and improving focus. | Create account-specific sales process records | Sales process manager |
| Gain end-to-end visibility of the defined sales process through a consolidated view that provides a real-time snapshot of opportunities, quotes, orders, and related entities. The ability to see an entity's details eliminates the need to toggle between systems. | Consolidated view and nodal hierarchy for monitoring a sales process | Sales process manager |
| Adjust which entities are actively tracked by linking and delinking records or changing how records are linked to focus on relevant sales activities. | Link and delink records | Sales process manager |
| Streamline communication, task management, and documentation, which accelerates decision-making and improves cross-functional alignment and collaboration without having to leave the workspace. | View consolidated emails and tasks, create checklists and attachments, and use integrated chat | Sales process manager |
What to explore next
The following topics provide more information about configuring and using Lead-to-Cash Process Management: