Training Plan: B2B Manager — Precious Chiloane

Employee ID: HR-EMP-00002 | Email: support@velobiotics.co.za

Reports To: Cary Mabunda (Operations Manager), Chomba Chuma (Strategic)

Channel: B2B — pharmacies, wholesalers, healthcare practitioners, distributors

Geography: South Africa (primary), Africa

Currency: ZAR

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1. Role Overview

Precious is the first point of contact for all B2B customers. She manages the B2B lead pipeline, processes orders, handles customer service, and drives retention. Every B2B interaction — call, email, WhatsApp — must be logged in ERPNext. No exceptions.

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2. Daily Inputs

2.1 B2B Lead Management

What: Create and qualify all inbound B2B enquiries within 2 hours

How in ERPNext:

1. Go to CRM → Lead → New

2. Fill: Lead Name, Source (Referral/Website/Call/Walk-in), Company, Phone, Email

3. Qualify: set Status = "Qualified" if prospect confirms interest

4. Convert to Opportunity: click "Create Opportunity" from Lead

2.2 B2B Order Processing

What: Create Sales Orders for all confirmed B2B orders

How in ERPNext:

1. Go to Selling → Sales Order → New

2. Select Customer (search by email → phone → name)

3. Add items with correct SKU and ZAR pricing

4. Check stock availability: go to Stock → Stock Balance → filter by item

5. If stock available → save and submit Sales Order

6. If stock low → confirm with Gad (Warehouse) before promising delivery

7. Create Delivery Note when dispatching

2.3 B2B Customer Service

What: Handle all B2B queries (product, delivery, invoice, account)

How in ERPNext:

1. Go to Support → Issue → New

2. Create Issue: link to Customer, set Priority

3. Resolve within SLA (48 hours for B2B)

4. Log all communication against the Issue

2.4 Communication Logging

What: Log every call, email, and WhatsApp in ERPNext

How:

1. Go to CRM → Communication → New

2. Link to: Lead, Opportunity, Customer, or Issue

3. Log: channel, subject, outcome

4. Target: minimum 20 outbound B2B calls per week

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3. Weekly Inputs

3.1 Outbound Call Campaign

What: Make minimum 20 outbound B2B calls per week

How:

1. Target: lapsed accounts (no order >60 days) and unconverted quotations (>5 business days)

2. Log every call in ERPNext Communication

3. If prospect shows interest → create/update Lead or Opportunity

3.2 B2B Issue SLA Review

What: Ensure ≥95% of B2B issues resolved within 48 hours

How:

1. Go to Support → Issue → filter by status = Open

2. Check aging of open issues

3. Flag any issue open >48 hours

3.3 Quotation Follow-Up

What: Follow up on all B2B quotations not converted after 5 business days

How:

1. Go to Selling → Quotation → filter by status = Open

2. Check creation date — if >5 business days, follow up with customer

3. Log follow-up in Communication

4. Update Quotation status

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4. Monthly Inputs

4.1 Monthly B2B Revenue Report

What: Report B2B revenue generated against target

When: 1st of each month

How:

1. Go to Selling → Sales Order → filter by previous month

2. Sum total ZAR revenue

3. Compare to Chomba's monthly target

4. Submit report via email

4.2 New B2B Accounts Summary

What: Report new B2B accounts activated (target: ≥3 per month)

How:

1. Go to CRM → Customer → filter by creation date = previous month

2. Filter by customer group = "Commercial" or "Independent Pharmacy" or "Pharmacy Chain"

3. Count new accounts

4. Flag if <3

4.3 Lapsed Account Reactivation

What: Reactivate ≥2 lapsed B2B accounts per month (no order >60 days)

How:

1. Go to CRM → Customer → filter by B2B customer groups

2. Check last order date for each customer

3. If >60 days since last order → make outbound call

4. Log reactivation in Communication

4.4 Monthly Check-In Calls

What: Conduct check-in calls with top 20 B2B accounts

How:

1. List top 20 B2B accounts by revenue (from Sales Orders)

2. Call each account — check satisfaction, needs, issues

3. Log every call in Communication

4. Flag any accounts at risk of churn to Cary/Chomba

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5. Outputs

Frequency	Output	Delivered To	Source
Daily	Leads created and qualified	Internal	ERPNext CRM → Lead
Daily	Sales Orders processed	Internal	ERPNext Selling → Sales Order
Weekly	Outbound call log (≥20 calls)	Internal	ERPNext Communication
Weekly	Issue SLA compliance report	Cary	ERPNext Support → Issue
Monthly	B2B revenue report	Chomba (Email)	ERPNext Sales Order
Monthly	New B2B accounts summary	Chomba + Cary	ERPNext Customer
Monthly	Lapsed account reactivation report	Cary	ERPNext Customer/Communication
Monthly	Top 20 account check-in log	Cary	ERPNext Communication
Quarterly	Quotation-to-Order conversion rate	Chomba	ERPNext Quotation/Sales Order
Quarterly	Customer satisfaction (B2B CSAT)	Chomba + Cary	ERPNext Issue feedback

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6. KPIs and How to Track Them

Weekly KPIs

KPI	Target	Where in ERPNext	How to Check
New Leads created	≥ 5 per week	CRM → Lead	Count leads created this week
Outbound B2B calls logged	≥ 20 per week	CRM → Communication	Count communications with type = Phone this week
Lead-to-Opportunity conversion	≥ 30%	CRM → Opportunity	(New Opportunities / New Leads) × 100
Issue resolution within SLA	≥ 95% within 48h	Support → Issue	Filter resolved issues where resolution ≤ 48h
Sales Orders placed	≥ 10 per week	Selling → Sales Order	Count submitted Sales Orders this week

Monthly KPIs

KPI	Target	Where in ERPNext	How to Check
B2B revenue generated	Set by Chomba monthly	Selling → Sales Order	Sum ZAR total for month
New B2B accounts activated	≥ 3 per month	CRM → Customer	Count new B2B customers created this month
Lapsed accounts reactivated	≥ 2 per month	CRM → Customer	Count customers with new order after 60+ day gap
Customer satisfaction (B2B)	CSAT ≥ 4.3/5	Support → Issue	Average CSAT from resolved issues
Quotation-to-Order conversion	≥ 50%	Selling → Quotation	(Sales Orders from Quotations / Total Quotations) × 100

Quarterly KPIs

KPI	Target	How to Check
ERPNext data completeness	100% of interactions logged	Audit Communication logs vs actual calls made
Customer record accuracy	Zero duplicate/incomplete records	Run customer duplicate check
SLA compliance	≥ 95% of issues resolved within 48h	Filter Issues by resolution within SLA

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7. ERPNext Training — Step by Step

Module 1: Lead Management (Day 1)

1. Navigate: CRM → Lead → New

2. Fill: Lead Name, Source, Company, Phone, Email

3. Save → set Status to "Qualified" when prospect confirms interest

4. Click "Create Opportunity" to convert

Module 2: Opportunity Pipeline (Day 1)

1. Navigate: CRM → Opportunity

2. Update opportunity stage: Prospecting → Qualification → Proposal → Negotiation → Won/Lost

3. Log every touchpoint in Communication tab

Module 3: Quotation Creation (Day 2)

1. Navigate: Selling → Quotation → New

2. Select Customer or Lead

3. Add items with ZAR pricing

4. Set validity (typically 30 days)

5. Save → Submit → Send to customer

Module 4: Sales Order Processing (Day 2)

1. Navigate: Selling → Sales Order → New

2. Select Customer (search by email → phone → name)

3. Add items, quantities, rates

4. Check stock: Stock → Stock Balance

5. Set delivery date

6. Save → Submit

Module 5: Issue Management (Day 3)

1. Navigate: Support → Issue → New

2. Create with: Subject, Customer, Priority, Description

3. Communicate in the Communication tab

4. Update status: Open → Resolved → Closed

Module 6: Communication Logging (Day 3)

1. Navigate: CRM → Communication → New

2. Set type: Phone/Email/Chat/Other

3. Link to: Lead, Opportunity, Customer, Issue, or Sales Order

4. Log content and outcome

Module 7: Customer Management (Week 2)

1. Search before creating: email → phone → name

2. Customer groups: Commercial, Independent Pharmacy, Pharmacy Chain, Wholesalers

3. Maintain: contacts, addresses, credit terms

Module 8: Reporting (Week 2)

1. Reports → search "CD-Velobiotics"

2. Use "CD-Velobiotics Debtor Age Analysis" for B2B AR aging

3. Use "CD-Velobiotics Weekly Sales Report" for weekly tracking

4. Use "CD-Velobiotics Monthly Sales Summary" for monthly reporting

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8. Assessment Criteria

Week 1: System Familiarity

☐ Can create and qualify a Lead

☐ Can create a Sales Order

☐ Can create and resolve an Issue

☐ Can log a Communication (phone/email)

Week 2: Daily Routine

☐ All new B2B enquiries logged as Leads within 2 hours

☐ Outbound calls being made (target: 4/day minimum)

☐ All interactions logged in ERPNext

☐ Issues resolved within 48 hours

Month 1: KPI Achievement

☐ ≥5 new Leads per week

☐ ≥20 outbound calls per week

☐ ≥10 Sales Orders per week

☐ ≥3 new B2B accounts activated

☐ Monthly revenue report submitted to Chomba

Quarter 1: Full Competency

☐ All quarterly KPIs met

☐ ≥2 lapsed accounts reactivated per month

☐ Top 20 account check-ins completed monthly

☐ Quotation-to-Order conversion ≥50%

☐ Ready for quarterly performance review