Helios Quick Reference Guide AM1

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Helios'Quick'Reference Guide
For$Internal$Use$Only
Helios'To-Do'List
The$Helios$To$Do$List$was$redesigned$to$support$the$primary$objectives$of$the$Account$Manager$I$(AMI)$role$to:$
1.$$Actively$prevent$account$attrition$and$decline
2.$$Ensure$customer$retention$by$frequent$contact$with$customers
3.$$Achieve$daily$activity$goals$and$performance$metrics
The$AMI$To$Do$List$ranks$the$most$critical$accounts,$in$priority$order,$to$contact$based$off$severity$of$decline$
and/or$likelihood$to$churn.
Decline =$An$account$in$which$their$purchasing$has$a$negative$spend$trend$over$the$course$of$at$least$4$months,$
compared$to$similar$customers.$For$instance,$if$similar$customers$are$growing,$and$the$account$is$declining,$then$
the$account$is$really$declining.$If$similar$accounts$are$declining$as$well,$then$the$account’s$decline$would$be$
considered$in$comparison.$Seasonality$is$also$taken$into$consideration.
NOTE:&!"#$#%&'()*+,-.$/',)'/0/',)-.)*+,-.$/',)-1&-)1&2/)&)*.$3&'&4%/)-/5+'/)6#-1)"-&3%/,7)#58+,-'97)*.5-'&*-)-93/)
6#-1)"-&3%/,7)*.$3&59),#:/)&58)*.$3&59),&%/,;
Churn'=$An$account$that$is$predicted$to$significantly$slow$or$stop$purchasing$with$Staples.$Data$is$pulled$based$on$
customers$that$order$less$than$3$times$in$a$6$month$period$and$used$to$predict$future$customers$that$will$behave$
the$same$way.$
NOTE:&</%#.,)&=='/=&-/,)8&-&)0'.$)">?@7)"+5'#,/7)@.5-'&*-)?&-&)A&'-7)B$5#-+'/7)ACD?A)&58)@+,-EF.;)G1/5)
&33%#*&4%/7),.+'*/).0)8&-&)#,)'/0/'/5*/8)#5)-1#,)=+#8/;)
NOTE:&H..=%/)@1'.$/)#,)-1/)3'/0/''/8)I5-/'5/-)EF3%.'/')-.)&**/,,)</%#.,)#5).'8/')-.)'/*/#2/)-1/)$.,-).3-#$&%)
/F3/'#/5*/;
The$To-Do$List$is$comprised$of$6$main$sections:$Help$&$Training,$Name$of$logged$in$Rep,$Today’s$Progress,$This$
Week’s$Progress,$Prioritized$Call$List$and$Account$Details.
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Helios'Quick'Reference'Guide
1Help'and'Training:'The$Help$and$Training$section$provides$associates$with$access$to$technical
support$and$training$guides.$To$access$these,$click$on$the$“Help$&$Training”$hyperlink$in$the$
top/center$of$the$Helios$To-Do$List.$The$dropdown$menu will$display$along$with$two$options$for$
associates$to$choose$from:
•Help:$allows$the$associate$to$access$the$Help$Desk$in$the instance$that$technical$assistance$is$
needed$and$provides$them$with$the$ability$to$submit$new$suggestions$or$ideas$for$future$Helios$
enhancements.$The$associate$also$has$the$ability$to$directly$contact$the$Helios$technical$
support$via$email$$to$Helios_SA_appsupt@Staples.com or$suggestions/ideas$to$
helios_sa_bussupt@Staples.com.$
•Training:$Gives$associates access$to$helpful$training$documents if$they$need$to$refer$back$to$or$
have$any$questions
2Name of'Logged'in'Rep:'The Name$of$Logged$in$Rep$section$displays$the$name$of$the$individual$
user$that$is$logged$into$Helios.
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Helios'Quick'Reference'Guide
3Today’s'Progress: The Today’s$Progress$section$provides$the$associate$with$visibility$into$their$
progress$towards$accounts actioned$today.$An$account$where$a$call$attempt$has$been$made$or$
email$sent$and$a$disposition$was$logged$and$saved$to$Salesforce;$as$well$as$opportunities$created$
by$clicking$on$the$Create$New$Opportunity$link$in$Helios. The$associate$must$record$the$
disposition$in$Helios,$as$dispositions$recorded$directly$in$Salesforce$do$not$count$toward$the$
accounts$actioned$total$in$Helios.
The$following$information$is$displayed$within$the$Today’s$Progress$section:
•Real-time$progress$tracking$(%) toward$the$daily$goal$of$50$Unique$Accounts$Action$(left$side)
•Today’s$date$(upper$right$corner)
•Daily$total$of$accounts$actioned (lower$right$corner)
Below$are$the$associated$dispositions$that$count$as$an$account$actioned.
Dispositions
For$Internal$Use$Only 4
Create$New$Opportunity
4This'Week’s'Progress:' This Week’s$Progress$section$displays$the$associate’s weekly$progress$of$
accounts$actioned. It$is$a$helpful$reference$point$to$ensure$that$the$associate is$tracking$towards$
performance$objectives$for$the$week$and$ultimately$ramping$properly$for$the$month.$
The$following$information$is$displayed:
•Chart$depicting$how$the$associate$is$trending$for$the$week,$from$the$beginning$of$the$week$to$
the$current$weekday,$based$on$their$daily$progress$with$accounts$actioned$
•Current$week$date$range,$Sunday$–Saturday$(upper$right$corner)$
•Total$number$of$accounts$actioned$for$the$week$(lower$right$corner)
5Prioritized'Call'List:'The Prioritized$Call$List$is$a$prioritized$ranking$list$of$all$the$Customers$/$
Companies$assigned$to$the$associate,$which$is$their$book$of$business$(BOB). It$lists$customers
to$be$
called,$based$on$order$of$importance.$
•The$Prioritized$Call$List$is$determined based$off$of$two$criteria:
Business$Rules$and$Data$Science.$
oBusiness'Rules: Used$to$determine$if recent$contact$was$made$to$the$account, based$on$
the$criteria$below.$If$a$business$rule$applies$to$the$account,$it$will$fall$to$the$bottom$of$the$
Prioritized$Call$List,$appearing$without$a$Call$Ranking$and$phone$icon
ØLast'Live'Contact'in'the'previous'21'days
ØTwo'Contact'Attempts'in'the'span'14'days
§Left'2+'Voicemails/Emails'within'a'14'day'span,'the'last'of'which'was'
within'the'past'14'days
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Helios'Quick'Reference'Guide
5,'
Cont.
oData'Science:'Uses$account$attributes$such$as$Severity,$Responsiveness$and$Potential$
Call$Value$to$determine$an$Account$Score
Ø
Severity$is$the$rate$at$which$a$customer$is$declining$or$likelihood$of$churn$compared$
to$similar$customers;$the$higher$the$value,$the$more$severe$is$the$account's$
decline/churn$status
ØResponsiveness$is$the$likelihood$that$a$Customer$/$Company$will$make$a$
purchase$due$to$contact;$the$higher$the$value,$the$more$likely$a$purchase$will$
occur
ØPotential$Call$Value$is$the$amount$of$sales$that$may$be$gained$over$the$next$30$
days$if$the$Customer$/$Company$reverses$current$decline/churn$status
ØAccounts$to$contact$are$ranked$based$off$of$Account$Score$which$is$calculated$
from$severity,$responsiveness,$and$potential$call$value
•Within$the$Prioritized Call$List,$accounts$to$contact$are$ranked$based$off$of$severity$of$decline$
and/or$likelihood$to$churn, as$seen$in$the$first$image$below
•The$Prioritized$Call$List$will$re-rank$accounts$every$night.$Accounts$will$be$color$coded$as$you$
work$them$during$the$day$so$you$do$not$lose$your$place
•Accounts$that$are$not$declining$or$at$risk$of$churn$are$not$ranked$and$will$fall$to$the$bottom$
of$the$Prioritized$Call$List,$appearing$without$a$Call$Ranking$and$phone$icon, as$seen$in$the$
second$image$below
•Accounts without$a$Call$Ranking$and$phone$icon$do$not$need$to$be$contacted$that$day
Prioritized'Call'List
Non-Prioritized'Call'List
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5The$Prioritized$Call$List$has$3$main$sub-sections:$Call Order,$Company$Name,$and$Potential$Call$
Value.
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Helios'Quick'Reference'Guide
Category
Description
5.1
Call$Order
The$Call$Order$is$based$on$a$pre-defined$call$order$prioritization.$
The$accounts$ranked$at$the$top$of$the$list$are$calculated$to$be$the$
most$critical$accounts$to$contact,$thus$i
t$is$important$for$associates$
to$follow$the$numbers$by$priority$when$calling$customers i.e.$the$
top$customer$on$the$list$should$be$called$first,$then$the$second$
customer$should$be$called$second,$and$so$on.
•
Ranking$prioritization$is$based$on$the$applied$business$rules$and$
data$science previously$discussed$(Refer$to$page$5$for$the$
“Business$Rules)
ØIf$any$one$of$the$business$rules$apply$to$an$account,$the$
account$will$not$be$ranked.$
ØIf$an$account$does$not$meet$a$business$rule,$then$the$
company$will$be$ranked$based$on$Severity$of$Decline/Risk$
of$Churn,$Responsiveness$to$make$a$purchase$after$
Contact$and$Potential$Call$Value.$
Phone$Icon
The$phone$icon$is$clickable$and$links$directly$to$the$main$Salesforce
Account$page$for$the$respective$account,$which$will$allow$the
associate$to$call$the$customer$directly$via$the$“Click$to$Dial”$
functionality.
Account$Time$Zones
The$Account$Time$zone$section lists$the$current$time$zone$for$the$
respective$account.$It can$be$filtered$by$Select Time$Zones$based$
off$the$zip$code$listed$under$Company$Profile.$
•The$Call$Order$dropdown$contains$filters$for$Eastern$(EST),$
Central$(CST),$Mountain$(MST)$and$Pacific$(PST) time$zones$as$
well$‘Not$Available’$when$
zip$code$listed$under$Company$Profile$
is$blank.
•The$default$Time$Zone$will$be$‘Select$All’$until$a$filter$is$applied.$
ØIt$is$imperative$to$pay$attention$to$the$time$zone. Be$
sure$to$call$the$customer$when$they$are$available$and$
when$the$associate$will$have$the$highest$likelihood$of$
reaching$them.
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Category
5.1
Account$Time$Zones
NOTE:@.%.')?/,#=5&-#.5,)6#-1#5)-1/)J1.5/)I*.5)&58)K**.+5-)L#$/)
M.5/)*.%+$5,)&'/)='&97).'&5=/)&58)4%+/)&58)&'/)+,/8)-.)#58#*&-/)
&*-#.5/8)&58)+5N&*-#.5/8)&**.+5-,)0.')-1/)8&9O6//P;
?+'#5=)-1/)5#=1-%9)'/0'/,17)&%%).'&5=/)&**.+5-,)6#%%)8'.3)-.)-1/)
4.--.$).0)-1/)%#,-)&58)-'&5,#-#.5)-.)4%+/;)K%%)3'/2#.+,)4%+/)&**.+5-,)
6#%%)'/$&#5)&-)-1/)4.--.$).0)-1/)%#,-)&58)#5)4%+/;)K,)&)5/6)6//P)
4/=#5,7)&%%)*.%.')*.8#5=)6#%%)4/)*%/&'/8)&58)'/2/'-)4&*P)-.)='&9;)
5.2
Company$Name
The$Company$Name$section$list$the$name$of$the$associated$
account.
5.3
Potential$Call$Value
Potential$Call$Value$is based$on$the$account’s$transactional$history$
(past$13$months$for$decliner$and$past$36$months$for$churn) and$
projects$the$potential$revenue$gained$over$the$next$30$days. It$is$
important$for$the$associate$to$contact$the$customer,$as$they$will$
have$the$ability$to$change$the$customer’s$behavior$by$contacting$
them$to$influence$their$spend.$$
NOTE:
3.-/5-#&%)'/2/5+/)%.,,).')$//-,)&)4+,#5/,,)'+%/)(C/0/')-.)3&=/)R)0.')
-1/)!S+,#5/,,)C+%/,T;
Gray$$–Account$has$not$been actioned$yet
Orange$–Account$was$actioned$today,$aligns$with$Today’s$
Progress$Tracker
Blue$–Account$was$actioned$this$week,$aligns$with$This$Week’s$
Progress$Tracker
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6Account'Details:'The Account$Details$section provides$the$associate$with$detailed$insight$into$
account$information$and$opportunities$that$will$provide$the ability$to$create$a$sales$game$plan$
prior$to$calling$the$customer.$
The$following$is$displayed:
•Search Bar
•Last$Live$Contact$Details
•Plays,$Talking$Points,$and$Dispositions$
•Account$Contacts
•View$Account$Dashboard$(which will$link$to$the$Helios$Dashboard)
The 5$sections$below$will$be$described$next.
2
3
4
5
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1
Category
Description
6.1
Search$Bar
The$associate$has$the$ability$to$search$for$an$account$by$Company$Name$or$
Customer$Number$by$utilizing$the$Search$Bar
6.2
Last$Live$
Contact$
Details
Last$Live$Contact$Details$is$the$default$window$for$all$accounts.$
It$contains$the$following$information,$which$is extracted$from$Salesforce:
ØA snapshot$of$the$Last$Live$Contact$such$as$Company$Name,$Date
,$Contact,$
Subject,$Status and$Comments$
ØCustomer$Type,$which$is$the$Membership$Program
or$Contract$type$on$the$
account
ØCustomer$ID, which$is$the$master$account$number
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Category
Description
6.3
Plays,$Talking$
Points,$and$
Dispositions
Plays, Talking$Points,$and$Dispositions$will$be$present$if$the$account$qualifies.$
This section$will$outline$the$specific$Call$to$Action$for$the$Account$–Decline$
and/or$Churn.$
NOTE:&I0))-1/)&**.+5-)1&,)4.-1)&)?/*%#5/)&58)@1+'5)@&%%)L.)K*-#.57)-1/)@1+'5)
*&%%)-.)&*-#.5),1.+%8)4/)-1/)3'#.'#-97)&,)-1.,/)*+,-.$/',)&'/)$.,-),/2/'/%9)&-)
'#,P).0)4/#5=)%.,-;
Based$on$the$Call$To$Action,$it$will$have$an$associated$call$approach$that$will$
guide$the$associate$on$how$to$handle$the$call.$It$also$contains$supporting$
talking$points$that$are$to$be$used$as$guidance$when$speaking$to$the$customer$
about$their$decline$or$churn$in$purchasing.$
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Category
Description
6.3
Cont.
Plays,$
Talking$
Points
and$
Dispositions
The$two$Call$to$Actions$(CTAs)$that$will$be$available$are
Decliner$and$Churn.$
Decliner
If$an$account$is$identified$as$a$decliner,$insights$about$
the$account$will$be$exposed$around$the$customer’s:
ØLog$In$behavior:$This$information$is$present$to$
help$identify$if$there$is$a$change$in$the$account$
purchaser.$
•Is$the$currently$primary$purchaser$still$
purchasing?$
•Has$there$been$any$new$purchasers$to$the$
account?
ØShip$To$behavior:$This$information$is$present$to$
help$identify$a change$in$other$locations$inclusive$
their$purchasing$trend.
•Is$activity$by$Ship$To$declining?$
•
Are$there$any$new$Ship$To$addresses$for$the$
account?
ØPrice$Sensitivity:$This$information$is$present$to$
help$determine if$price$is$a$driving$factor$into$why$
the$account$could$potentially$be$declining.
•Is$the$primary$purchaser$purchasing$or$
browsing$on$Staples.com?
•Are$they$purchasing$Staples$Brand$or$other$
value$brands?
•Does$their$order$history$suggest$that$they$
are$cherry$picking$based$on$deals?
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Category
Description
6.3
Cont.
Plays,$
Talking$
Points
and$
Dispositions
The$two$Call$to$Actions$(CTAs)$that$will$be$available$are
Decliner$and$Churn.$
Dispositioning'allows$the$associate$to$enter$the$Subject,$Disposition,$Contact$and$Comments$for$the$
customer$interaction$and$save$to$Salesforce.com.$
•Both$the$Subject$and$Disposition$field$are$mandatory
•Contact$and$Comments$fields$are$optional$
•Like$the$existing$Helios$disposition$screen,$the$associate$has$the$option$to$create$a$new$opportunity,$
which$will$link$to$SFDC$New$Opportunity$Select$Opportunity$Record$Type$page
•Once$the$“Save$to$SFDC”$button$is$clicked,$the$activity$is$automatically$viewable$and$editable$under$
the$“Activity”$tab$for$the$respective$account$in$Salesforce.$
Churn
Once$an$account$is$identified$as$likely$to$Churn,$the$
Churn$CTA$will$provide$assurance$and$support$to$the$
associate$to$prevent$the$customer$from$actually$
churning.$
ØAs$such,$this$CTA$is$meant$to$guide$the$
conversation$in$a$positive$direction$and$to$
un-earth$customer$discontent$in$order$to$address$
any$issues$surrounding$Product$
Selection,$Delivery$
and$Price.
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Category
Description
6.3
Cont.
Plays,$
Talking$
Points
and$
Dispositions
Follow the$steps$below$to$record$a$disposition:
1. Click$the$Subject dropdown$and$choose$the$applicable$subject$type$for$
the$customer$interaction$i.e.$$Attempt$1,$Attempt$2,$Attempt$3,$
Contacted,$etc.
2. Click$the$Status dropdown$and$choose$the$applicable$status$type$for$
the$customer$interaction$based$on$the$action$completed$i.e.$Task$
Completed, Task$Completed$E-mail,$Left$message$with$Customer,$etc.
3. Click$the$Contact dropdown$and$choose$the$appropriate$account$
contact$that$was$attempted/interacted$with.$
NOTE:I0)&)*.5-&*-)#,)5.-)8#,3%&9/8)6#-1#5)-1/)@.5-&*-)8'.38.657)-1/9)
$+,-)4/)&88/8)-.)"&%/,0.'*/)2#&)-1/)K88)&)U/6)@.5-&*-)%#5P;)L1/)5/6%9)
/5-/'/8)*.5-&*-)6#%%)-1/5)8#,3%&9)#5)-1/)@.5-&*-)?'.38.65)#5)</%#.,7)
6#-1#5)VW)1.+',;
4. Then$click$the$Save'to'SFDC button$in$order$to$save$the$disposition$in$
Helios$and$Salesforce.$
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1
2
3
4
Helios'Quick'Reference'Guide
Category
Description
6.4
Account$
Contacts
Account$contacts$list$up$to$three$primary$account$users and$is$pulled$from$
Salesforce.$
The$following$$information$will$display$when$present$in$Helios$or$Salesforce:
•Phone$Address,$Email$Address,$Primary$Contact$indicator,$Job$Title$and$
Last$Site$Visit$data, and$Contact$Name, if$the$data$is$available$
•Last$Person$to$Visit$Site,$Last$Person$to$Purchase$and$Biggest$Spender$Last$
365$Days$will$all
be$indicated$via$a$Flag$icon,$if$the$account$possesses$these$
attributes,$as$shown$in$the$image$below.
The$associate$can$use$the$“flags”$to$target$the$appropriate$contact,$plan$your$
conversation,$and$reduce$clicks$to$SFDC$by$leveraging$contact$data$in$Helios.
6.5
View$Account$
Dashboard
Brings$the$associate$to$the$Helios dashboard$page of$the$selected$account$
which$contains$historical$spend$and category$sales$by$year and$period$as$well$
as$modules$for$users,$orders$and$Ship$Tos data
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Eyeball Last$Person$to$Visit$
Site
Paper Last$Person$to$
purchase
Dollar Biggest$Spender$Last$
365 Days

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