OS Support SPOs (Standard Process / Operating Procedures)
This page should detail the workflow for handling sales and distribution support.
- Order Validation: Every sales order must be verified against stock availability and customer credit limits before confirmation.
- Logistics Coordination: Standard procedure for notifying the warehouse upon order confirmation to ensure 24-hour dispatch.
Customer Support Workflow:
- Ticket Receipt via Email/Website.
- Classification (Technical, Logistics, or Billing).
- Initial response within 4 business hours.
- Return Policy (RMA): Process for managing product returns, inspections, and restocking or refunding.
KPIs (Key Performance Indicators)
This page should track the health of your Sales and Distribution business.
Sales Performance:
- Monthly Recurring Revenue (MRR): Tracked via the Subscriptions module.
- Quotation Conversion Rate: Percentage of quotes that become confirmed Sales Orders.
Distribution Efficiency:
- Order Fulfillment Cycle Time: Average time from "Order Confirmed" to "Order Shipped".
- Inventory Turnover: How often your stock is sold and replaced in a given period.
Customer Satisfaction:
- NPS (Net Promoter Score): Gathered via eLearning or Website feedback forms.
Reports
This page provides a directory of the standard reporting dashboards available in your ERP.
- Sales Analysis: Comprehensive reporting on revenue by salesperson, product category, and region.
- Inventory Valuation: Real-time value of stock currently held in all warehouses.
Website Analytics:
- Visitors & Page Views: Tracked under Website > Reporting > Visitors.
- eLearning Progress: Reports on course completion and quiz results under eLearning > Reporting.
- Financial Reports: Summaries of invoiced sales and pending payments.