Helios Leads Training Guide September 2016
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Helios Leads Training Guide
Learning and Development
Helios Training Guide
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Table of Contents
Lesson 1 – Helios Overview........................................................................................................................... 2
Helios Workflow Overview ....................................................................................................................... 3
Lesson 2 – Login Process ............................................................................................................................... 3
Clear Cache ............................................................................................................................................... 4
Logging in .................................................................................................................................................. 4
Installing Cisco AnyConnect (for ACs and AMs only) ................................................................................ 5
Logging Out ............................................................................................................................................... 5
Lesson 3 – Leads - Staples.com ..................................................................................................................... 5
Customer Information .............................................................................................................................. 6
Filter, Search Features & Sort ................................................................................................................... 7
Lesson 4 - Customer Dashboard ................................................................................................................... 8
Accessing the Dashboard .......................................................................................................................... 8
Dashboard Components ........................................................................................................................... 8
Dashboard Navigation............................................................................................................................... 9
Lesson 5 - Dashboard Sections.................................................................................................................... 10
Customer Profile ..................................................................................................................................... 11
Representative Details ............................................................................................................................ 11
Savings .................................................................................................................................................... 11
Yearly Spend Per Category ...................................................................................................................... 13
Category Penetration .............................................................................................................................. 14
Yearly Spend Per Month ......................................................................................................................... 14
Monthly Spend Analysis .......................................................................................................................... 15
Lesson 6 - Orders Section ............................................................................................................................ 18
Order Details Information ....................................................................................................................... 18
Orders Details – Filter Options ................................................................................................................ 19
Lesson 7 - Recommendations Section ........................................................................................................ 20
Accessing the Recommendations Section .............................................................................................. 20
Lesson 8 – Stores Near By Section .............................................................................................................. 21
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Lesson 1 – Helios Overview
The Helios tool provides insight into customer purchasing habits and trends. Having more insight into
customers’ purchasing habits allows associates to tailor their conversations towards the customers’
specific business needs and ultimately drive more sales!
The Helios Lead module provides the associate with key background information to support customer
conversion to Staples Business Advantage.
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Helios Workflow Overview
The diagram below outlines the standard Helios SBA leads workflow process, indicating the order in
which the associate would commonly navigate the site. Included below are brief descriptions of each of
these sections, which will be explored in greater detail through this guide.
Login Page – The Login Page is the first page which displays when the Helios site is opened.
Leads – Staples.com – This page displays the associate’s list of the Customers / Companies currently
managed by Staples.com that are viable for SBA. Information includes the customer’s associated
Rewards customer number, tier, contact information, as well as other details.
Dashboard – The Dashboard is the main activity area providing a 360 degree view of the customer with
access to additional sections and Helios features.
Orders –The Orders section contains the customer’s last year’s order history. This is where the associate
has the ability to filter and view orders and order details.
Recommendations – The Recommendations Section provides a list of up to the top 15 products
purchased with the Select and Premium pricing information.
Stores Near By – The Stores Near By Section displays up to 10 Staples store locations within a 10 mile
radius of the customer’s Parent account number.
Login Page
Leads – Staples.com
Dashboard
Orders Stores Near ByRecommendations
Lesson 2 – Login Process
When using Helios for the first time or when a new Helios release is deployed it is imperative that all
cookies and browsing history on the computer, workstation or iPad, be cleared in order to ensure
successful login and use.
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Clear Cache
Clearing cache essentially clears browsing history/cookies and will only need to be done once prior to
initially accessing the sign on screen. Complete the steps below to clear cache from your Windows
Desktop or iPad system.
Windows desktop:
o Press control+shift+delete
o Under the "Obliterate the following items from” dropdown, select “The beginning of
time”
o Select Clear Browsing Data
iPad:
o In the Chrome app, tap on the Menu button (which looks like three horizontal lines)
o Select Settings
o Tap on Privacy
o The option to “Clear Cookies, Clear Cache, Clear Browsing History, or Clear All” will
display
o Select Clear All
Logging in
Open Google Chrome and log in to http://helios.staples.com/ to access Helios.
Note: Chrome is the preferred browser; using another browser may not be successful.
Enter your associate ID in the Employee Number field and the your LAN password in the
Password field; click the Log In button
If the password is forgotten and you are unable to log into Helios, click on I forgot my password.
You will receive prompts to have your password reset.
Helios can only be accessed through the Staples network; therefore users must be on the Staples
network or VPN to log in.
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If you are having difficulty logging in and have already done the outlined troubleshooting; please contact
the Helios Help Desk, helios_sa_appsupt@Staples.com
NOTE: Once logged in, if the screen is blank and you are unable to view any data on the To Do list, refresh
the page and content will be displayed.
Installing Cisco AnyConnect (for ACs and AMs only)
Helios requires users to be on the Staples network; however as long as ACs install the Cisco AnyConnect
app on their iPads, they’ll be able to access it anytime and anywhere as long as WIFI is available and the
user is connected to VPN.
For steps on how to install the Cisco AnyConnect app, click on this guide Cisco AnyConnect Guide
Logging Out
Since Helios is a read-only system for 360 degree customer insight, information cannot be edited or
updated and there is not a logout button. To log out of the system, simply close Chrome.
Lesson 3 – Leads - Staples.com
Leads – Staples.com displays a list of the Staples.com customers that have been selected and qualify for
Staples Business Advantage.
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Customer Information
The To Do List provides important high level information about the account in call order priority.
#
Category
Description
1
Customer Parent
Rewards Number
This is the Rewards member number assigned to the Parent. The customer may
have other Rewards member numbers, child member numbers, which roll up to the
Parent.
Note: Click on to sort each column in either ascending or descending order.
2
Parent Rewards
Tier
The Rewards program in which the customer is currently enrolled.
Select the information button to view and/or print the different SAM Rewards
benefit details.
3
Company Name
The business name for this customer.
4
Contact Info
The person’s name, email address and phone number of the contact representing
this account. Click on the email address to open a pre-addressed Outlook email.
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Filter, Search Features & Sort
Various filter and search features are available on the Leads – Staples.com which provide the ability to
narrow down the displayed accounts.
#
Category
Description
1
Show Entries
The Show Entries drop-down, by default, shows 10 leads per page with the option
to browse additional pages
The numbers of entries may be adjusted to 10, 25, 50, 100 or All entries per page
by using the Show Entries drop-down
2
Sort
Click the sort icon on any of the columns to organize the rows in either ascending or
descending order. Once selected the icon changes, or , to show the order being
displayed.
3
Search
Accounts can be quickly located by leveraging the Filter within the Leads –
Staples.com list. This can be especially useful with large customer lists because you
can easily retrieve the one customer you need.
The associate may search by company name or customer number
This Search box is a smart search feature that provides search results based on
even partial entries
For example: If the associate does not remember the full name of a company, Main
Street Vet, the information remembered, Vet, can be entered and the system will
provide search results based on the closest matches
If the associate enters wrong information or information for another associate’s
customer, a warning message will display and the associate will be unable to access
the customer account
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Lesson 4 - Customer Dashboard
Accessing the Dashboard
Once you’ve reviewed the Leads – Staples.com list and determined which customer account to view,
access the Customer Dashboard by clicking on the applicable Customer Parent Rewards Number on the
left side of the Leads – Staples.com list, as shown below:
Dashboard Components
The Customer Dashboard provides an overview of the SBA lead and their spending history.
#
Category
Description
1
Dashboard Sections
The Dashboard contains the following sections on the main area which
provide a 360 degree view of the account and purchasing history for the
last 3 years:
Customer Profile
Representative Details
Savings
Yearly Spend Per Category
Click on the customer number
to access the Dashboard
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Category Penetration
Yearly Spend Per Month
Monthly Spend Analysis
2
Dashboard Tab
Sections
The Dashboard has Dashboard Tab Sections that open up additional
sections of the Dashboard screen.
These Dashboard Tab Sections highlight additional customer
purchasing information categories and will be covered in more depth
later in the following lessons of this training guide:
“Orders Section”
“Recommendations Section”
“Stores Near By Section”
3
Collapse/
Expand Arrows
Each section provides an arrow to collapse or close the section
Dashboard Navigation
The Dashboard offers several ways for navigation, either by searching or returning to the Leads –
Staples.com list.
#
Category
Description
1
Search Box
Accounts can be quickly located by leveraging the Search box, which is
especially useful with large customer lists
The associate may search for existing customers via the Search Box using
either a customer number or full customer name.
Note: When using this Search Box (only the Dashboard Search):
o Customer Number – must consist of numbers only, no letters
Customer Name – must be the exact name; the Search Box within
the Dashboard does not provide automatic search suggestions
If the associate enters wrong information or information for another
associate’s customer, a warning message will display and the associate will
be unable to access the customer account
2
Print or
Save as PDF
The Print button allows the associate to print the information displayed on the
account Dashboard
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To save the Dashboard view as a PDF file, select Print and then click the Change
button on the print preview page.
Save as PDF is listed under the Location Destinations.
3
FAQ
This icon gives you access to Help, FAQ and Training information for the Helios
Platform.
4
Home
This icon allows you to return to the Leads list from the Dashboard; click the
Back to To Do List/Home button located at the top right of the Dashboard
screen.
5
Sliding Door
The small red icon located at the top right corner of the dashboard, Sliding Door,
displays a snapshot of the Leads list in call priority order; this is another way to
switch to a different account.
Lesson 5 - Dashboard Sections
When accessing the Dashboard, the associate is presented with seven sections on the main dashboard
area that provide a 360 degree view of the account and purchasing history. These initial seven sections
display a snapshot of the last year’s purchasing data inclusive of key customer, order, and spend
information. The seven sections are:
Customer Profile
Representative Details
Savings
Yearly Spend Per Category
Category Penetration
Yearly Spend Per Month
Monthly Spend Analysis
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Customer Profile
The Customer Profile section provides pertinent details about the customer including company name,
the parent Rewards customer number and tier, main address, contact name, the email and phone.
1. Clicking the hyperlink on the Company Name opens the Salesforce.com login page and the
Account page.
2. If there is an email address, clicking the hyperlink on the contact’s email address will open a
blank, pre-addressed, Outlook email message to this Contact.
3. Clicking the Customer Segment tier will display the Rewards Description for the customer’s
Rewards tier.
Representative Details
The Representative Details section displays the name of the sales associate, their email and contact
phone number.
Savings
The Savings section provides an annual summary of the customer’s current spend and the potential
savings if they had been a Premium customer.
Note: The dollars listed here include only products purchased by the customer that are available on
StaplesAdvantage.com.
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1. Click the download icon to generate an Excel report with the details used to calculate the
customer’s savings. Details include:
a. Parent Customer Number – main Staples Rewards member number
b. SKU Number – product the customer purchased
c. Product Description
d. Channel – where the customer purchased the product; D= Staples.com, R = retail store
e. Amount Spent – how much the customer actually paid for the product
f. Program Price – what the customer would have paid if an SBA customer
g. Projected Rebate – displays the appropriate amount if the product qualifies for a rebate
h. Program Savings – value the customer would have saved if an SBA customer
2. Select Show benefits comparison to display a breakdown of the shopping benefits between
Staples and Staples Business Advantage:
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Yearly Spend Per Category
The Yearly Spend Per Category section provides spend analysis for the selected year for 9 product
groupings:
o Ink & Toner
o Paper
o Technology
o Mail and Ship
o Furniture
o Facilities
o Office Supplies
o All Other Products
o Promo
Clicking on a specific “piece of the pie” highlights the specific category with the retail/Staples.com
breakdown. The display shows the category percentage for the year and the retail and Staples.com
percentage within that category.
For example, this customer’s purchases are 47.99% in Ink & Toner with 59.32% of Ink & Toner purchases
via Retail and 40.68% via Staples.com.
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Category Penetration
The Category Penetration section outlines how the customer’s category buying pattern compares
against the average Mid-market customer.
Note: NA is shown when the customer has not made a purchase in the last 12 periods in this category
within the mid-market product assortment.
Yearly Spend Per Month
The Yearly Spend Per Month section provides month-over-month spending trend analysis based on
each fiscal period (FP) for the previous 12 periods.
Note: Month names are used rather than fiscal period to make it more user-friendly if the chart is shared
with the customer.
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Hovering the cursor over each cylinder will display the details, Total, Retail, Staples.com, for that
fiscal period:
Monthly Spend Analysis
The Monthly Spend Analysis provides product category level spending analysis for each fiscal period.
Note: Month names are used rather than the fiscal period to make it more user-friendly if the chart is
shared with the customer.
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Sales are summarized into nine product categories:
o Ink & Toner
o Paper
o Technology
o Mail & Shipping
o Furniture
o Facilities
o Office Supplies
o All Other Products
o Print & Promo
Similar to the Yearly Spend Per Month section, the Monthly Spend Analysis section displays
each fiscal period for the last 12 month, along with the purchasing spend per category, as well
as total spend for that fiscal period
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1. Select See Retail and Staples.com Sales to display a breakdown of the customer’s spend for each
channel, category and fiscal period
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Lesson 6 - Orders Section
Clicking the Orders tab on the left side of the
Dashboard displays the Orders Section directly on the
main Dashboard page.
Order Details Information
The Orders Section provides information regarding the customers’ orders, including the order number,
the sales channel, date of purchase, quantity of items, and amount.
Category
Description
1
Order No.
The Order Number column provides the associated order number for orders
placed on the account
Clicking on the Order No. hyperlink will access an Order Details pop up
window that displays information pertaining to that order inclusive of:
o Item Numbers
o Item Descriptions
o Quantities
o Prices
o Total Spend
The Order Details pop up window also features a Search option that allows
the associate to look up specific product types within orders to determine
whether or not the customer has purchased those specific items or not.
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2
Retail/Staples.
com
The Retail/Staples.com column displays “Retail” if the purchase was made in a
store and “Staples.com” if the purchase was made online or phone
3
Order Date
The Order Date column displays the date that the respective transaction was
completed
4
No. of Items
The No. of Items column displays the number of products purchased on the
specific transaction
5
Order Total
The Order Total column displays the total spend amount of the corresponding
transaction
Orders Details – Filter Options
The Orders Details section has additional features for filtering and navigation.
#
Category
Description
1
Show Entries
The Show Entries drop-down menu allows associates to set the Order
Details page to display 5, 10, 30, 40 or all order entries per page
2
Filter
The Filter field allows associates to refine the displayed order list by the
order number or the SKU number or the product description.
For example: If the associate wanted to uncover if (or when) the customer
purchased paper products, they could enter ‘paper’ into the Search field
and the order list will display all purchases that included paper.
3
Navigation
The Navigation bar located at the bottom right of the Order Details screen
allows associates to go to next, last, or selected page from the order list.
3
1
2
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Lesson 7 - Recommendations Section
The Recommendations tab on the left side of the
Dashboard allows access to the Recommendations
section directly on the main Dashboard page.
This section displays at least the top 15 products
the customer has purchased over the past year.
These are items that are within the mid-market
product assortment excluding non-discountable.
Accessing the Recommendations Section
The Recommendations refreshes the Dashboard to display the products. Click Dashboard to
return to the full Dashboard display.
Selecting at the top of the page provides a printout of the Customer Profile information
followed by the top 15 recommendations.
Category
Description
1
Item’s SKU Number
Clicking on the item number will open the product page on
StaplesAdvantage.com
2
Staples.com Price
Staples.com Price is the amount the customer will pay if they purchase
via Staples.com
3
Select Price
Select Price is amount the customer will pay if enrolled in the Select
program
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4
Premium Price
Premium Price is the amount the customer will pay if enrolled in the
Premium Program
Lesson 8 – Stores Near By Section
The Stores Near By tab on the left side of the Dashboard
displays the Stores Near By section on the main
Dashboard page.
The Stores Near By grid displays up to 10 Staples Stores located within 10 miles of the Parent account’s
zip code.
Note: If there are no stores located within radius or if Helios has no Parent account zip code, Helios will
display message “No stores within 10 miles of master account's zip code”
1. To narrow the search results, enter Street, City or Zip into the “Filter” box.
2. To search for Staples Stores in other locations, click “+Advance Search” to expand; continue to
search by entering Address, State and/or Zip.
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