CUSTOMER SERVICE

FRONT OFFICE
CRM: Snake macroprocesos
Contacto Envio de Evaluación
cliente Cotización/Muestras propuesta Generación de OC
potencial

Fase 01: Recuperar

credibilidad a los Customer
clientes Interaction
Prospección
Credit Pricing O2C
Order Reference
Management Set Up
Fulfillment Data

Tracking de
pedidos

Gestión de Returns and Recolección

Billing incidencias Refusals de
información
Fase 02: Recolecció n de documentos

Negociación con Ingreso Plataforma B2B

Notificació n vía mail/llamada

clientes

Gestión de incidencias
CRM: Services Cloud|SAC FO
Total Cases
286
Número acumulado de casos
(incidencias/ rechazos/devoluciones)
268
18 Closed cases
Número total de casos cerrados

Open cases
Número total de casos abiertos
CRM: Services Cloud|SAC FO

Issues en gestión de pedidos

Resolution rate (%) Closed cases (#) Open Cases (#)
98%

93%

43%
163

99

8
3

6
Incidencias Rechazos Devoluciones
Eventos o situaciones Corresponde a toda no Corresponde a toda
durante el proceso O2C. recepción de mercadería solicitud del cliente de
durante la entrega. recoger mercadería post
entrega.
CRM: Services Cloud

BU: Professional - Incidencias por Canal de Venta

Directos 52% 148 Casos

Retail 16% 47 Casos

DT Provincia 14% 41 Casos

DT Lima 14% 39 Casos

E
Commerce
4% 11 Casos
CRM: Services Cloud interacción

Ejecutivos SAC Front Office

97 47 41 39
Jazmin Medina Jesús Torres Jorge Abarca Alicia Asto
Distribuidores B2B y Distribuidores B2B y
Directos 01 Retail
Tradicional Provincia Tradicional Lima

36 15 11
Nicolle Ramirez José Casanova Eduardo Muro
Directos 03 y Estado Directos 02 eCommerce
CUSTOMER SERVICE
FRONT OFFICE
 Contacto Envio de Evaluación
cliente Cotización/Muestras propuesta Generación de OC
potencial

Fase 01: Recuperar

credibilidad a los Customer
clientes Interaction
Prospección
Credit Pricing ● O2C
Limpieza de Master Data
Order Reference
Management Set Up ● Pruebas PreProd
Fulfillment Data

Tracking de
pedidos Fase 03: Propuesta
de mejora
Gestión de Recolección
Returns ●and Propuesta de mejora
de a nivel
Billing incidencias Refusals Regional información
● Fase
Enfoque 02:
nuevos perfiles de Recolecció n de documentos
cliente
Negociación con Ingreso Plataforma B2B

Notificació n vía mail/llamada

clientes

Gestión de incidencias
CRM: Services Cloud|SAC FO
CRM: Services Cloud|SAC FO
CRM: Services Cloud|SAC FO
 Data Charts Infographics

Total Cases
286
Número acumulado de casos
(incidencias/ rechazos/devoluciones)
268
18 Closed cases
Número total de casos cerrados

Open cases
Número total de casos abiertos
Service Cloud – Issues en gestión de pedidos
Resolution rate Closed cases Open Cases
(%) (#) (#)

98%

43%
93%
163

99

8
3

6
Incidencias Rechazos Devoluciones
Eventos o situaciones Corresponde a toda no Corresponde a toda
durante el proceso recepción de solicitud del cliente de
O2C. mercadería durante la recoger mercadería
entrega. post entrega.
 Data Charts Infographics

1000

900

800
Product 1
700
Venus is the second
planet from the Sun 600

500

400

Product 2 300

Saturn is composed of 200

hydrogen and helium
100

2020 2021 2022 2023 2024

 Data Charts Infographics

Saturn Venus
Jupiter Venus has a nice name
and is the second planet
Mars
from the Sun
Earth
Venus
Saturn
+9
+8 Saturn is the ringed
+7 0 planet, composed of
+6 0
+5 0 hydrogen and helium
0
0
Mars
Despite being red, Mars
is a cold planet full of
iron oxide dust
 Data Charts Infographics

80% 90% 10% 60% 70% 50%

2020 2021 2022 2023 2024 2025

 Data Charts Infographics
150€

100€ 100€

70€

Quarter 1 Quarter 2 Quarter 3 Quarter 4

Venus has a nice Mars is a cold Jupiter is the Saturn has
name place biggest planet several rings
 Mercury is the
Directos 52% smallest planet

Venus has a beautiful

Retail 16% name

DT Earth in the only

Lima
14% planet with life

DT Mars is actually
Provincia
14% a cold place

E Saturn is a gas giant

Commerce
4% and has rings
 Data Charts Infographics

Mars
Despite being red, Mars is actually a cold 60%
place full of iron oxide dust

Venus
Venus has a beautiful name, but it’s 80%
terribly hot, even hotter than Mercury

Neptune
Neptune is the fourth-largest planet by 50%
diameter in the Solar System
BU Professional: Rechazos y devoluciones
 Data Charts Infographics

100% 60% 90% 80%

Venus Mars Mercury Saturn

Venus has a beautiful Mars is actually a Mercury is the Saturn is a gas giant
name cold place smallest planet and has rings
 Data Charts Infographics

Product 1 Product 2
Venus has a beautiful name Despite being red, Mars is
and is the second planet a cold place full of iron
from the Sun oxide dust

Product 3 Product 4
Mercury is the closest Jupiter is a gas giant and
planet to the Sun and the the biggest planet in the
smallest one Solar System
 Ejecutivos SAC Front Office

97 47 41 39

Jazmin Medina Jesús Torres Jorge Abarca Alicia Asto

Distribuidores B2B y Distribuidores B2B y
Directos 01 Retail
Tradicional Provincia Tradicional Lima

36 15 11

Nicolle Ramirez José Casanova Eduardo Muro

Directos 03 y Estado Directos 02 eCommerce
*Atención al Consumidor
 Data Charts Infographics

Quarter 1 Quarter 2
Venus has a beautiful name 15% Despite being red, Mars is
and is the second planet
from the Sun
15% a cold place full of iron
oxide dust

25%
Quarter 3 Quarter 4
Mercury is the closest
35% Jupiter is a gas giant and
planet to the Sun and the the biggest planet in the
smallest one Solar System
 Data Charts Infographics

Venus Mars
Venus has a beautiful name 50% Despite being red, Mars is
and is the second planet a cold place full of iron
from the Sun oxide dust

35% 10%
Mercury Jupiter
Mercury is the closest Jupiter is a gas giant and
planet to the Sun and the 15% the biggest planet in the
smallest one Solar System
Data Charts Infographics

50 60
% %
Venus Mars
Venus has a beautiful name Despite being red, Mars is
and is the second planet a cold place full of iron
from the Sun oxide dust

70 80
% %
Mercury Jupiter
Mercury is the closest Jupiter is a gas giant and
planet to the Sun and the the biggest planet in the
smallest one Solar System
 Data Charts Infographics
Venus
Venus has a beautiful name and is the
second planet from the Sun

80%
Jupiter
Jupiter is a gas giant and the biggest

70% planet in the Solar System

Mercury
55% Mercury is the closest planet to the Sun
and the smallest of them all
 Data Charts Infographics

Venus Mars
Venus has a beautiful name Despite being red, Mars is
and is the second planet a cold place full of iron
from the Sun oxide dust

Mercury Jupiter
Mercury is the closest Jupiter is a gas giant and
planet to the Sun and the the biggest planet in the
smallest one Solar System
 Data Charts Infographics

January Project 1
Project 2
February
Project 3

March Project 4

April

May
Planet Venus
Venus has a beautiful name and
June is the second planet from the
Sun. It is terribly hot, even
0 10 15 20 25 30 hotter than Mercury
 Data Charts Infographics
Venus
Venus has a beautiful name and is the 9,000
second planet from the Sun

Mercury
Mercury is the closest planet to the Sun 5,000
and the smallest one

Mars
Despite being red, Mars is a cold place 4,000
full of iron oxide dust

Jupiter
Jupiter is a gas giant and the biggest 8,000
planet in the Solar System
 Instructions for use (free users)
In order to use this template, you must credit Slidesgo by keeping the Thanks slide.

You are allowed to:

● Modify this template.
● Use it for both personal and commercial purposes.

You are not allowed to:

● Sublicense, sell or rent any of Slidesgo Content (or a modified version of Slidesgo Content).
● Distribute this Slidesgo Template (or a modified version of this Slidesgo Template) or include it in a database or in
any other product or service that offers downloadable images, icons or presentations that may be subject to
distribution or resale.
● Use any of the elements that are part of this Slidesgo Template in an isolated and separated way from this
Template.
● Delete the “Thanks” or “Credits” slide.
● Register any of the elements that are part of this template as a trademark or logo, or register it as a work in an
intellectual property registry or similar.

For more information about editing slides, please read our FAQs or visit Slidesgo School:
https://slidesgo.com/faqs and https://slidesgo.com/slidesgo-school
 Instructions for use (premium users)
In order to use this template, you must be a Premium user on Slidesgo.

You are allowed to:

● Modify this template.
● Use it for both personal and commercial purposes.
● Hide or delete the “Thanks” slide and the mention to Slidesgo in the credits.
● Share this template in an editable format with people who are not part of your team.

You are not allowed to:

● Sublicense, sell or rent this Slidesgo Template (or a modified version of this Slidesgo Template).
● Distribute this Slidesgo Template (or a modified version of this Slidesgo Template) or include it in a database or in
any other product or service that offers downloadable images, icons or presentations that may be subject to
distribution or resale.
● Use any of the elements that are part of this Slidesgo Template in an isolated and separated way from this
Template.
● Register any of the elements that are part of this template as a trademark or logo, or register it as a work in an
intellectual property registry or similar.

For more information about editing slides, please read our FAQs or visit Slidesgo School:
https://slidesgo.com/faqs and https://slidesgo.com/slidesgo-school
 Infographics
You can add and edit some infographics to your presentation to present your data in a visual way.

● Choose your favourite infographic and insert it in your presentation using Ctrl C
+ Ctrl V or Cmd C + Cmd V in Mac.
● Select one of the parts and ungroup it by right-clicking and choosing
“Ungroup”.
● Change the color by clicking on the paint bucket.
● Then resize the element by clicking and dragging one of the square-shaped
points of its bounding box (the cursor should look like a double-headed arrow).
Remember to hold Shift while dragging to keep the proportions.
● Group the elements again by selecting them, right-clicking and choosing
“Group”.
● Repeat the steps above with the other parts and when you’re done editing,
copy the end result and paste it into your presentation.
● Remember to choose the “Keep source formatting” option so that it keeps the
design. For more info, please visit Slidesgo School.