Maintaining the Integrity of Your RFMS Data

As a business owner, you want to rely on the information generated by RFMS. Unfortunately, your staff will sometimes takes shortcuts that can jeopardise the quality of RFMS reporting. In many cases, they take shortcuts simply because they don’t understand the impact of their actions. In a few instances, the shortcuts might indicate something more nefarious (see my article on avoiding fraud).

If you want to get the best results out of the conversion report now available on our new Boost platform, you will want to do two things to ensure your conversion reporting is accurate:

Remove the Delete Button From the Quotes Module. When salespeople realise you are focusing on their conversion rate, some will game the system by deleting lost quotes. Fundamentally, this is bad practice because customers sometimes return, but it also distorts conversion rates. If a quote really needs to be deleted for a valid reason, it should be done by someone with the appropriate authority once the reason is clearly understood.

Make Sure Salespeople Use Related Quotes. Often, multiple quotes are required when a client is exploring the costs of different products or rooms. By copying the original quote, the salesperson can make changes more quickly, and by selecting 'Related Quote,' they ensure additional quotes don’t distort their conversion rate.

This next suggestion is maybe more challenging. The GP Variation report on Boost will help identify areas where profit is eroded between quote and delivery. In fact, as business owners, we need to be aware of changes to orders as they happen. Therefore, my next suggestion:

Remove Salespeople's Ability to Modify Orders. At the point where a quote is converted into an order, it begins to have a financial impact on our business. If there is a change, the business owner or someone with appropriate authority must understand the reason for the change and its financial implications. Did the client request a change, or has an error been picked up and corrected? What is the impact on GP? If a discount line is needed, what is the reason for it?

In short, changing an order is often a sign that something has gone wrong or is otherwise amiss. These changes should be visible to the appropriate people when they are made, not after the job has been completed.

If you would like to discuss these suggestions or have us assist you in implementing them, email the RFMS Australasia support team at help@rfmsanz.com.