Inbound contacts for the process "manage sales orders" as a percentage of total inbound contacts

This measure calculates the percentage of customer-initiated inquiries (related to sales, information, technical support, customer service, or complaints) that come from the process "manage sales orders." As part of a set of Supplemental Information measures, it helps companies evaluate additional variables impacting the "manage sales orders" process.

Benchmark Data

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Measure Category:
Supplemental Information
Measure ID:
104527
Total Sample Size:
250 All Companies
Performers:
25th
- Median
- 75th
-
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are percent.

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Percentage of inbound contacts from all channels related to the process "manage sales orders"

Key Terms

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Supplemental Information

Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Measure Scope

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Cross Industry (7.3.0)

  • 3.5.4.1 - Accept and validate sales orders (10194) - Receiving and confirming orders from customers. Verify that no extra expenses have to be disbursed on part of the organization for labor or inventory when processing the order.
  • 3.5.4.2 - Collect and maintain account information (10195) - Collecting and maintaining all account information. Collect information about the purchase, servicing, return, and/or commitment of any products/services on part of the organization to its customers. Bring together information from various organizational divisions, and update periodically.
    • 3.5.4.2.1 - Administer key account details (10201) - Managing essential information of customer accounts.
    • 3.5.4.2.2 - Retrieve full customer details (10202) - Obtaining detailed information about customers.
    • 3.5.4.2.3 - Modify involved party details (10203) - Altering information about involved parties.
    • 3.5.4.2.4 - Record address details (10204) - Documenting address information.
    • 3.5.4.2.5 - Record contact details (10205) - Documenting contact information.
    • 3.5.4.2.6 - Record key customer communication profile details (10206) - Providing information about important business rules regarding communicating with customers.
    • 3.5.4.2.7 - Review involved party information (10207) - Revising information about involved parties.
    • 3.5.4.2.8 - Terminate involved party information (10208) - Dismissing information about involved parties.
  • 3.5.4.3 - Determine availability (10196) - Ascertaining the volume or scale of products/services to provide to customers to fulfill sales orders. Check the finished products stored in warehouses, the production capacity, and (in the case of services) the processing speed, as well as work force availability.
  • 3.5.4.4 - Determine fulfillment process (10197) - Devising a blueprint for order fulfillment. Create a schematic flow encompassing all activities to deliver orders to the customers. Outline a procedure for satisfying these orders by answering questions about what needs to happen in sequence to realize an order.
  • 3.5.4.5 - Enter orders into system (10198) - Analyzing all data relating to sales orders by entering it into a centralized repository, and using the insights generated to create opportunities for cross-/up-selling. Maintain up-to-date records of sales, along with current status. Include all sales activity with relevant information about the associated customers, and identify patterns in the data. Glean insights from these patterns to persuade customers to purchase additional offerings or upgrade purchased products/services.
  • 3.5.4.6 - Identify/perform cross-sell/up-sell activity (17404) - Utilizing customer inquiries as opportunities to either provide a comparable service to the one in question, offer additional complimentary service, or suggest a service that is better than what was initially offered.
  • 3.5.4.7 - Process back orders and updates (10199) - Processing any unfulfilled orders, and updating the status of any orders that have been accepted and are being attended to. Deliver on any purchase orders that remain unserviced due to temporary unavailability of the product/service. Manage any updates to the sales orders. Revise their status in the order system.
  • 3.5.4.8 - Handle sales order inquiries including post-order fulfillment transactions (10200) - Attending to any queries received from the customers, even after a sales order has been serviced. Deploy ad hoc personnel for managing these enquiries.