KPIs are an efficient way to track the performance within your Organization and a very effective tool to showcase important and relevant information in a simple tile. Navigation from the KPI tile allows you to see detailed information as well as explore further into the reports to slice and dice.
In this blog, I will describe the custom KPI created to measure the Conversion Rate of Visits to Opportunities.
Business Requirement: Sales Managers needs to measure the conversion rate of Visits to Opportunities. The key performance indicator or the basic thought process is that each Visit should generate new business opportunities or new customer acquisitions. Sales Personnel are visiting customers only to generate new business and these visits should ideally generate new opportunities in the system. The more the number of visits linked with opportunities, more the chance of new business getting generated. This KPI helps the Sales Managers to analyse the performance assessment and the commissions allocated to each individual sales personnel in the team based on the Visits recorded in the system.
Solution: In this example, the custom KPI represents the percentage between the “Number of Total Visits created by a Sales Rep” against the “Number of Visits that are linked with an Opportunity”. Since both the key figures are dynamically retrieved, we need to compare the output of two different reports to measure the conversion rate.
The standard datasource “Opportunity BTD Reference” had a limitation that it was considering both the Appointments & Visits that are linked with an opportunity as the same reference type “Appointments “. To overcome this limitation, a custom inner join datasource has to be created so that only visits linked with opportunities are stored in this custom datasource.
A custom inner join datasource is created, by linking the standard datasources “Visits Header” & “Opportunity BTD Reference”. The below image explains the derived joined custom datasource structure.
The “Visits Header” datasource is maintained as the Anchor and below characteristics are joined together.
Custom KPI Report
The custom KPI report uses the below reports to calculate the conversion rate
- Visits KPI
- Visits with Opportunities
Visits KPI report – This report displays the total number of visits created by the Sales Representative. The standard datasource “Visit Header” is used and the relative select “My Reportint Line and Me” is passed for the characteristic field “Employee Responsible”.
Visits with Opportunities – This report displays the total number of visits linked with opportunities (both follow-up and related items linkage). The custom inner join datasource “DS1 Visit Header + Opportunity BTD Reference” is used and the relative select “My Reportint Line and Me” is passed for the characteristic field “Employee Responsible”.
Create the KPI
The Context Report section displays the detailed view of the KPI.
The value source field in the Target Value section explains that the target value is derived from another report. Since the target value (total number of visits) is a dynamic value, it has to be fetched from another report.
Additional reports can be added in the Additional Context section. I have listed the visits detailed view displaying the basic fields of all my Visits.
Homepage KPI Card
The custom KPI is enabled in the C4C homepage as a card. The number 4 represents the number of My Visits that are linked with opportunities, and the percentage represents the conversion rate of total number of visits against the number of visits linked with opportunities (11/4 = 36).
Detailed view of the KPI
Total number of Visits: 11 (Target)
Visits linked with opportunities: 4 (Actual)
The details of the visits that are linked with opportunities are displayed in the context view.
The report enabled in the Additional Context view can be displayed using the selection screen menu
The additional context report displays the detailed view of the total number of visits which is coming from the “Visits KPI” Report. All the 11 visits created by me are displayed in this detailed context view.
The analytical capabilities in SAP Sales and Service Cloud applications are amazing, and if used wisely we could efficiently improve the standard business processeses and bring in discipline to the business users to use the right best practices and link relevant transactions together to get more insights into the business data.