It is fairly easy to accept that a CRM tool can serve as a customer database, an email marketing solution, or even as a way to improve customer service and follow-up. On the other hand, the potential of this tool for running and managing a partner network is often underestimated.
Example: a solar panel manufacturer and its network of installers
Let’s take a concrete example: a company supplying solar panels has built a network of 120 installer partners across France. The vast majority of these partners are very small businesses, which deal directly with the end customer and handle both the sales relationship and the commissioning of the installation.
However, because of its reputation, the solar panel manufacturer will probably receive many quote requests through its own website. How can it share these “leads” with its partners while maintaining control of the sales process and limiting the risks of theft of its sales data?
To do this, we will use the role and permission management features in the CRM tool (we will use SugarCRM as an example here, but the other tools work in a similar way).
Define access rights
In practical terms, we are going to create access to the manufacturer’s CRM for each installer. In the system, they will have a role, for example “Reseller”. This role will be associated with permissions. For each module, you can precisely define the actions that Resellers will be able to perform and the information they will have access to.
The permission matrix looks like this:
For example, in this specific case, Resellers will only see the accounts and contacts assigned to them (the assignment is carried out by the solar panel manufacturer). They do not have access to the Campaigns and Tickets modules and cannot export the list of accounts (even if accounts are assigned to them).
Then, the administrator simply needs to assign Leads, contacts or accounts to installers based on their geographic area, and each will be able to work in the CRM without interfering with or accessing the information of other installers or the manufacturer.
Maintain control of the process and information
In this way, the manufacturer, who has access to all the information, can track the sales progress of deals, measure and compare the performance of installers, and reassign accounts, leads or contacts at any time.
Invest in training
You will probably need to plan training for the installers. Some will argue that it will be very difficult to motivate installers to use the CRM. Take it from my experience: when there is immediate business to be done, learning happens very quickly.
