customer visit report salesforce

• Visit Report

From now on, your sales representatives only need one thing for appointments: their mobile device with the Salesforce Visit Report!

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• Overview Salesforce Modules

Description

Your office and field staff have long communication channels? The decentralized filing of your visit reports makes uniform documentation difficult, and you are looking for an efficient solution?  

Then the digital visit report is precisely the right thing. 

The module enables you to conveniently plan, document and follow up on your field service appointments. Thanks to the standardized report template and the central filing system, the administrative time required is significantly reduced. 

Thanks to the user-friendly interface, you work digitally and sustainably because the reports are available anytime and anywhere via app on your end devices. 

This creates efficient sales processes and allows you to focus on the needs of your customers.

5 Reasons Why

Fast utilization, cost-effective and according to industry standards 

Reduction of administrative activities for efficient sales 

No loss of data and information 

Transparency and cross-departmental collaboration 

Simple and intuitive operation 

Discover all functions

The clear calendar view in Salesforce enables quick appointment scheduling with customers or partners. Visits can be organized and prepared in advance. Automated reminders notify you when a new appointment is due. 

Task scheduling & reminder

Task scheduling enables efficient organization and assignment of tasks during field service appointments. The reminder function ensures that tasks can be processed according to schedule and kept in view

Creation with 1-Click

With just one click, the ready-made report template is called up with all necessary information on customer name, contact, date, time, etc. The notes' field offers the possibility to capture relevant conversation notes, such as agreements or follow-ups 

Share report

Following the customer appointment, a summary of the visit report can be quickly and digitally forwarded to the customer using an email template

Internal notes

As soon as the completed visit report is filed in the appropriate central folders, it is available for further internal processing. 

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How to Conduct the Perfect Customer Visit

By Natsha Ness

Customers are the lifeblood of any organization. Whether you have the ability to meet with them face-to-face, or are required to so over Zoom due to our ever-changing reality, customer visits require intentionality. They also provide a golden opportunity to make your customers the North Star they should be – and improve literally everything about your organization as a result. Why a Customer Visit is Worth Its Weight … in Actual Gold

How do we know a customer visit is critical to success? In 2019, we conducted research into sales and marketing alignment, in partnership with DRIFT . In it, we found a significant correlation between the most aligned sales and marketing teams (which were also the most revenue-generating teams) and their focus, not only around customers-centric metrics, but also regular visits with customers.

Planning Customer Visits is Key

Sometimes customer visits are inexpensive (like when they happen on Zoom ). Still, just because you’re  remote doesn’t mean the interaction has to feel inexpensive. In fact, you can still invest in the same sorts of things you did on-site. Think about buying lunch with an UberEats code. Or sending your customers a box with a bunch of goodies for the meeting. In other words, think about how you can make the “visit” an experience.

If someone falls into your target account list, and is likely to have a strong lifetime value in your business, they’re worth visiting. But you have to first make sure there’s mutual agreement around the desired outcome of such a meeting. In other words, why are you getting together?

There could be plenty of possibilities, but three main reasons almost always necessitate a customer visit:

• You’re close to creating a proposal. If you’re about to put together a proposal, a customer visit will help you achieve the tight alignment you need to make sure what you’re offering is a good fit with what the customer needs. This will likely come after multiple discovery calls and deep dives. You’ve figured out which challenge you want to solve, and have had conversations with various people that lead you to believe it’s time to create an official proposal.
• You recently created a proposal. (My recommendation is to make the customer visit happen before the creation of the proposal, but it’s better to go after than not at all).
• Upsell. An often underutilized function of customer visits are to the folks who already invested with you, but of course, this can be leveraged to further the relationship and ensure it stays. It can also be used to uncover additional insights into other products or services that may fit additional, previously undiscovered, challenges. You can also work to prevent customer churn by conducting a customer visit.

Who should be involved in a client visit?

After the “why” comes the “who.” Who needs to attend your customer visit to achieve your desired outcome? There could be a wide variety of internal stakeholders that you want to include. You might have people from business development, marketing, analytics, general managers or directors and/or someone from the C-Suite. There should only be people there who have direct input into and/or influence over the subject matter at hand; no one extra. Once you figure out who should be there, think about each of their differing priorities. If you’re unsure of someone’s priorities, ask them in advance. This will help you show up prepared.

Then consider who should be there from your side. Again, don’t bring anyone who doesn’t have a clear role. There’s no dedicated team that should go to customer visits; it varies based on the goal and the customer. You should know what the customer cares about before you head there. This helps you decide whether you need your CEO present or whether the principal on the account is sufficient.

Before the Visit 

One of the best tips I can give you is to get all the skeletons out of the closet before you get in front of someone. For example, if your customer’s marketing leader beams about his 600 pieces of content, but the business development group complains they are out of date and impossible to find, do you want the first time the marketing leader hears that to be real-time, while you’re onsite? Trust me; you don’t. The whole meeting could go downhill fast. You can work through potential issues by asking if there will be multiple budget stakeholders in the room. If so, as it relates to this project, find out whether they will be contributing some of their budget to the meeting’s desired outcome. If so, what does that look like? These questions can help you spot any areas of potential friction before you’re ever in the room.

Preparation is Prince

The content of your meeting is king, but preparing properly to share that content is certainly a strong runner up. Make sure each attendee has a very specific role, and then prepare the right presentation. Consider the following question to guide your preparation:

• Are you sharing a slideshow? Audio? Video?
• What assets will you use before the meeting, during the meeting and after the meeting?
• How will you leverage small, breakout rooms to facilitate conversations vs. all-together, large group dynamics?
• Do you need slides, overheads, pens, markers, etc.? If so, it’s a good idea to send these ahead!
• Do you need a backup plan? For instance, what if your computers don’t work; do you have a hard copy of your presentation?

Then, it’s time to rehearse. Spend time with your team actually going through the presentation before heading to the customer. Talk about who will cover which slides, and how the flow will go. Make sure you’re bringing value to the customer and the tone of the meeting will be what they’re expecting. Finally, send over a message summarizing the purpose of getting together. I like to call this the DOGMA – Details Outlining Goals & Meeting Agenda. I tell them this is what we agreed to, and offer them a chance to come back and add to it or edit what I’ve sent.

During the Client Visit

Here are a few tips for the meeting itself:

• Watch for signs of misalignment. This often looks like one person repeatedly whispering to another, or in Zoom world, obviously Slacking. If someone is smiling during your presentation and you’re being serious, they’re probably talking about something else with someone on their computer. Even if you notice this, don’t mention it in front of the whole group. Instead, note it for later.
• What you can explore directly and immediately are the subtle expressions that indicate someone doesn’t buy into what’s being presented. If these things happen, try to draw it out so it can be addressed in the room. Don’t be afraid to just say, “Sally, it looks like you might have something to share.” If there are corporate politics involved and you can’t draw out the issue, try to have a conversation privately in person or via  a private Zoom chat. But stay in tune with all parties as much as you can by reading body language, tone of voice and so on.

Note: This insinuates that when on Zoom everyone has their camera on. Everyone should have their camera on.

• Record the meeting. Some people get weird about recordings, but having your meeting recorded can go a long way in helping you clarify issues later or capture something that even the best notetaker might miss. If you think someone might not like the idea, have a colleague dial into the meeting and record the call. You can say something like, “Peter couldn’t be here in person, but he wanted to call in.” It’s an easy, subtle way to get a recording to happen without making anyone feel uncomfortable. Enlist a dedicated note taker, but ask all attendees to take notes.
• Leverage a “Parking Lot.” If someone brings up an idea or thought that isn’t perfectly relevant to where you are in the agenda, jot it down in a “Parking Lot” that you can revisit at the end of the meeting – or afterward.
• Don’t leave the room without recapping what went on, with details and next steps. “This was our desired outcome and here are the five things we discussed. Numbers one through four have been hashed out, but we need to spend more time on number five so let’s set up a call ASAP to flesh that out more.” Make sure to spell out who owns what, and the agreed upon timeline so you set the expectation for accountability.

After the Visit

You had your meeting.  Now what? This is where you make or break the trust and credibility you worked so hard to create. I suggest sending a quick email to all involved parties, again reiterating what was discussed and the next steps. But take it a step further and get a handwritten thank-you note in the mail that same day. The content should be different – make it personal and send it out fast, and you’ll blow your customer’s socks off. Really.

After you’ve sent the customer a summary, create a customer visit report for your internal teams. A customer visit report should include:

• Action items
• Positive highlights
• Risks and opportunities
• Any other key observations and notes

Customer visit reports can also be given to clients, or sent in lieu of the email suggested above. After you’ve written up the most important information, it’s time to start taking action.

Take the lead by holding up your end of the bargain. Take care of any items for which you’re responsible, and set up any follow-up meetings that were discussed immediately. The power of a customer visit can quickly be deflated by distraction – and a lack of action – when it’s over.

How We Can Help Your Client Visit Planning

So, which customers or prospects deserve your time and attention onsite? Make a list, and get to scheduling. It’s the step you’ve been missing toward better alignment and better results too. Need support with any of these tactics? Shift Paradigm is a full-service partner for any organization that wants to stay agile in the current digital landscape. Our customer engagement services provide the complete package to keep your customers invested in your products and organization. Interested? Contact Shift Paradigm today!

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• Customer Visit Report Template

A Customer Visit Report Template is a report containing data collected by a sales representative on visited customers. Create an excel based report for your sales team to keep track of the time they spend on visiting customers and the products they are selling. Mark a check-mark on the excel sheet for the visit to get an idea of how many customers have been contacted within a span of time.

Jotform can be easily customized by adding a logo, updating form fields, diversifying the questions, choosing new fonts and colors, adding an e-signature with drag-and-drop Form Builder, and an easy-to-use interface that does not necessitate any coding. Boost your progress via Jotform. Easily embed your form either on your website or share it via URL.

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About 10 mins

Learning Objectives

Streamline presales and merchandising activities, empower your reps for a day in the field, explore more features.

• Challenge +100 points

Plan and Manage Store Visits

After completing this unit, you’ll be able to:

• Explain how assessment task definitions in Consumer Goods Cloud support presales and merchandising activities.
• Explain how field reps use the Retail Execution app on the job.
• Describe additional app features that make retail execution easier.

Retail execution is about creating the perfect in-store experience with optimum product placement to create the perfect shelf. Two types of activities play an important role in creating this customer experience: presales and merchandising.

• Presales activities ensure that products never run out of stock, and the products and promotions are always well-received. Presales primarily consist of order placement, collection of feedback, and other custom tasks that help Alpine Group acquire more customers and increase its footprint.
• Merchandising activities revolve around upselling a promotion, product demos at store outlets, inventory audits, planogram compliance checks, and checking assets on-site. When pricing, promotions, and products vary by stores, tracking retailer compliance can be tricky—so merchandising activities become essential.

As you learned in the previous unit, a task definition is a record that holds information such as name, description, category, and type of task. For presales and merchandising activities, CG Cloud comes with six predefined assessment task definitions.

• Inventory check
• Promotion check
• In-store survey
• Planogram check
• Order placement

Let’s catch up with Alpine Group’s field rep Chantelle and sales manager Gustavo to take a closer look at each task definition.

Inventory Check

Gustavo can assign inventory checks for products or product categories. Chantelle can capture key metrics around the count of products at specific in-store locations, availability of a particular product category, competitor facings for a particular brand in a specific aisle, and more.

Promotion Check

Gustavo can assign promotion checks to Chantelle so he can assess the impact of Alpine Group’s promotions (at NTO outlets) on overall sales figures and customer satisfaction scores. Promotions can run for a product or product category. Promotions can also run for a store, store group, or an account.

For example, Gustavo can evaluate the effectiveness of Alpine’s costly endcap promotions at NTO’s Presidio and Ferry Marketplace outlets. Chantelle may be required to review collateral attachments such as pictures of banners and promotional videos. She can then capture key metrics around overall compliance, the number of product samples sold, customer feedback, and more.

In-Store Survey

The RE app seamlessly integrates with Salesforce Surveys. Gustavo can associate surveys with a visit, store, or store contact. Chantelle loves this task because it allows her to interact with buyers and store managers to capture real-time feedback.

Planogram Check

Planogram checks are as easy as point-and-click with the RE app. Reps can click a “shelfie”—a picture of a shelf arrangement—and upload it right in the app. Reps like Chantelle can compare the captured image with the reference planogram image and manually conduct a store audit.

Chantelle can also manually capture key metrics such as product facings on a shelf, count of products at the eye level, and share of shelf for popular products. She can check if NTO is meeting its share-of-shelf contractual commitments with Alpine Group or if it’s time to make adjustments. Planogram checks help optimize the perfect shelf, faster.

Order Placement

If a product is out of stock, customers may try a competitor’s product and switch. Order placement helps reps spend less time worrying and more time ordering. Chantelle can reorder products from previous visits, or quickly fill her shopping cart with products that aren’t in stock and then confirm the order with minimal clicks. Gustavo can even mark certain products as favorites and assign a default quantity for them so Chantelle can simply add them to the cart. Keeping shelves stocked supports sales and brand loyalty.

Other Tasks

This task definition is flexible and can be used for anything. Alpine Group uses it to perform asset checks for its refrigerator displays and fancy shelves. Alpine Group often places assets such as custom refrigeration units at NTO retail outlets so Chantelle can check a unit’s temperature and overall condition.

Now that we know how CG Cloud supports presales and merchandising, let’s see how Chantelle uses the RE app on the job.

Chantelle logs in to her mobile app and starts her day by looking at the store- and account-related analytics dashboards on her home page. She gains insights into customer accounts that she needs to prioritize and visit in person. She checks customer account profiles to find out what products and promotions she wants to position with customers. She also views the latest case history for the customer to understand what is top-of-mind for store managers and how she can support them.

She has access to the Chatter feed, store visits, tasks that are due soon, and notifications that require her attention. Next, thanks to Salesforce Maps, she pulls up her daily route. She sees the schedule that was planned for her with estimated arrival and drive times between each stop and sees the most effective route to take. She schedules a store visit at the NTO Presidio location. 

At the store, she takes inventory, checks assets on site, upsells a promotion, performs a planogram compliance check, captures an order, captures feedback from the store manager via customer satisfaction survey, and takes photos and extensive notes to report back to her manager, Gustavo.

For each task, Chantelle simply needs to filter, enter values, select options, and click a few buttons. She saves valuable time during each store visit and can concentrate on other tasks, such as interacting with top buyers, scheduling product demos with the store manager, and having effective communication around Alpine Group’s latest products. With all field reps gaining productivity, Gustavo is now the proudest sales manager in Alpine Group!

The RE mobile app is designed for simple and efficient execution, and Chantelle can’t stop talking about some of her favorite features. Let’s look at a few of them.

• Ad-hoc visits: Chantelle can create ad-hoc visits on the go with a few clicks. Sometimes she has to make unplanned visits to certain stores. She may get a call from a store that’s having an inventory issue or Gustavo may inform her about a promotion or upsell activity that she must complete on the same day. Chantelle can simply create a visit from the home page of the mobile app, associate an action plan template that contains the required task definitions and metric associations, and assign it to herself. This takes the pressure off of sales managers like Gustavo.

• Mandatory tasks: Some retail tasks are more important than others. Sales manager Gustavo can mark a task as required with a simple checkbox. On the Tasks tab of the mobile app, Chantelle can see which tasks are mandatory and can prioritize those. That way, even if she can’t complete all the tasks, she can at least complete the mandatory tasks on her visit. Chantelle can also abandon the visit and leave a note in case she can’t complete the critical mandatory tasks. This really helps Gustavo determine priorities and expectations, while allowing Chantelle flexibility in her job.

• Special instructions: Sometimes when Chantelle visits a store, Gustavo gives special instructions to her. Here’s an example of such an instruction: “ Hey Chantelle, consider chatting with Tyree, the manager, to get a sense of why we may be lagging at his store. Is it competition from that new startup brand with the açaí-and-coconut flavored oatmeal ?” Gustavo can add these in the special instructions field of a visit record, and Chantelle can see it in the Overview tab of a particular visit.
• Previous visit details: On the Previous Visits page in the mobile app, Chantelle can see the list of the past 10 visits, with details such as notes associated with the visits, status of each visit, owner of the record, and completion time of each visit.

• Scan, search, and filter: Chantelle can enter metric values for products with minimal effort using the RE app. She can search for products, filter by her in-store location to find location-specific product lists, or scan the barcode of a product on the shelf to enter values. Gone are the days when she would run around the store with a long sheet of paper trying to pin down product details!

• Add products to the shopping cart:  Chantelle finds placing orders as easy as online shopping. She can simply click the Order Creation task to add products to the cart. She can restrict her view to favorite products, and most of the time she doesn’t even have to fill out quantity details because Gustavo has already set the default quantity. Chantelle can also look at past orders for a store and repurpose the list to reorder items.

• Review collateral, take photos, and write notes:  Chantelle can do all the research and record-keeping activities for a task without ever losing the context of a task. She can view attachments, pictures, documents, planogram details, and other collateral for tasks such as promotion checks, asset checks, and planogram checks. She can take pictures of a messy aisle or a noncompliant promotion in the store, and upload these to the app. She can also take notes for each task and the overall visit. These notes are visible to the rep who visits the store next. Neat, right?

Chantelle and Gustavo are ready and equipped to collaborate more efficiently and execute retail tasks to perfection. In the next unit, find out how the RE app helps them with planogram checks and analytics.

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Product Area

Feature impact.

• Accounts and Contacts in Retail Execution
• Create a Location
• Create a Retail Store Group
• Create a Retail Store
• Associate a Retail Store to Retail Store Groups
• Create an In-Store Location Category
• Create an In-Store Location
• Assign a Vehicle to a Delivery Rep
• Change the Status of a Vehicle User Assignment
• Add Inventory to a Vehicle
• Types of Promotions
• Create a Promotion
• Copy a Promotion
• Delete a Promotion
• Associate a Promotion to a Product or Product Category
• Associate a Promotion to a Store, a Store Group, or an Account
• Add an Image
• Associate a Planogram Image With an In-Store Location
• Create Survey Invitation
• Define Picklist Values for an Assessment Indicator Definition
• Define Target Values for a Picklist AID
• Create a Retail Store KPI
• Types of Assessment Tasks Definitions
• Prerequisites for Creating an Inventory Check
• Prerequisites for Creating a Planogram Check
• Prerequisites for Creating a Promotion Check
• Prerequisites for Creating a Custom Task
• Create an Assessment Task Definition
• Associate an Assessment Task Definition to an Assessment Indicator...
• Create an Action Plan Template
• Associate an Assessment Task Definition to an Action Plan Template
• Associate Delivery Task to Action Plan Template
• Associate Flow to Action Plan Template
• Associate Signature Tasks to an Action Plan Template
• Add a Component Task to an Action Plan Template
• Associate Tasks to an Action Plan Template
• Publish a Template
• Request a Task Recommendation
• Understand Visit Task Recommendation
• Schedule a Task Recommendation
• Team Supervisors’ Roles & Responsibilities
• Create Conditional Questions
• Add Customers to an Activity
• Add Customer Sets to an Activity
• Add Products to an Activity
• Update Job Lists
• Demagnetize Job Lists
• Create a POS
• Discontinue a POS
• Create Field Sales Activity
• Filter Visit Survey Products
• Manually Add Products to a Survey
• Calendar Planning
• Visit Schedule Review
• On Demand Visit Creation
• Route and Traffic Information
• Request a Recommendation
• Schedule Visits
• Manually Create Visits
• Create Visits Automatically
• Create Visits by Using Job Lists
• Create Visits by Using Trip Lists
• Create Multiple Visits
• Change the Visit Page Layout
• Associate an Action Plan Template With a Visit
• Assessment Tasks
• Associate Delivery Task to Shipments
• Create Visits Using Salesforce Maps
• Visits: Points to Consider
• Assign a Substitute to a Customer
• Create a Daily Report
• Update Duration for Daily Report Activities
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• Reassign a Daily Report
• Create User Tasks
• Create User Notifications
• Create a Customer Task
• Create an Asset
• Address Customer Complaints about an Asset
• Audit an Asset
• Sales Agreements
• Create Optimized Routes
• Signatures in Print Layout
• Add Contacts
• Add Customer Managers
• Add Customer Relationships
• Add Related Customer's Relationships
• Create Customer Trade Org Hierarchies
• Add Customer Org Units
• Add Customer Visit Settings
• Add Customer Extensions
• Create Listing Classifications
• Add Customers to Customer Sets
• Add Managers to Customer Sets
• Add Scan and Search in Salesforce Mobile and Lightning Experience
• Associate a Product with a Store
• Create a Product Category
• Assign a Product to a Product Category
• Add Product Parts
• Add a Product Warehouse
• Add a Unit of Measure
• Add Product Image
• Create Products
• Create an Assortment
• Add Products to a Product Assortment
• Add a Customer to an Assortment
• Create a Listing Module
• Create a Listing Classification
• Assign Order Templates to Product Assortments
• Associate an Assortment to a Store, a Store Group, or an Account
• Associate a Product to an Assortment
• Add Product Categories to an Assortment
• Edit Products of an Assortment
• Consumer Goods Visit Execution App
• Prerequisites
• Key Terms to Remember
• Launch the Consumer Goods App on Your Mobile
• Start a Visit
• What Notes Can You Take?
• Check Out the Overview Tab
• Create a Visit
• Create a Task
• Perform an Inventory Check
• Examine the Planogram Details
• Upload an Image for the Planogram Task
• Complete a Planogram Task
• Types of Promotion Check
• Perform a Promotion Check
• Create an Order
• Run an In-Store Survey
• Perform a Custom Task
• Check Inventory a Your Vehicle
• Perform a Signature Task
• Perform an Delivery Task
• End Your Visit
• Why Do You Need the App?
• Requirements for Installing the Consumer Goods Cloud Offline Mobile...
• Install the Consumer Goods Cloud Offline Mobile App
• Requirements for Using a Bluetooth Scanner
• Picture Quality Resolution
• Base and Enhanced Data Models
• User Cockpit for Base Data Model
• Retail Store Cockpit for Base Data Model
• Advanced User Cockpit for Enhanced Data Model
• Access Store Cockpit for Enhanced Data Model
• Main Menu for Enhanced Data Model
• Visit Calendar Page
• Generate a Customer Sales Report
• Generate a Promotion Calendar Report
• Manually Plan Visits for Customers
• Create Visits from Job Lists
• Create Trip Lists
• Create Map-Based Visits
• Select a Default Visit Type
• Create Visits by Using Barcode Scan
• Create Visits
• Edit a Visit
• Process Navigation During Visits
• Execute an Inventory Check Task
• Execute a Custom Task
• Order Quantity Suggestion
• Modify Order Items
• Add Additional Products
• Create Fast Order
• Penny Perfect Pricing
• Copy an Order
• Release and Submit an Order
• Scan Products in an Order
• Enter Order Notes
• Capture Signatures in an Order
• Preview Order Confirmations
• About Order Payments
• Create Tasks
• Complete Tasks
• Create Customer Tasks
• Release Customer Tasks
• Complete Customer Tasks
• Answer Surveys While Executing Visits
• Complete a Visit
• Sync Your Data Manually
• Create a Daily Report by Using Time Cards
• Share Attachments
• Manage Notifications
• Start a Tour on the Tour Cockpit
• Review Tour Visits
• Confirm Tour Details
• Check Vehicle Details
• Initiate Inventory Check-Out
• Add Products during Inventory Check-Out
• Review Product Check-Out Summary
• Sign and Release Check-Out Documents
• Complete Your Start Tour Activities
• Considerations for Tours at Start-of-Day in Consumer Goods Cloud...

A visit is an act where a field rep goes to a retail store and performs certain tasks.

Required Editions

• Visit Preparation Plan your sales reps' store visits in detail to help improve their performance.
• Get Recommended Visits Sales managers are responsible for planning and scheduling visits for stores in the territory they manage. To maximize profits and deliver brand value, it’s important to schedule visits to the right stores at the right time. Einstein Recommended Visits employs rules and prediction insights to give a more focused visit recommendation. At a glance, you can identify stores not recently serviced. And with a single click, you can schedule visits to all the stores recommended by Einstein. You can choose to review the list and schedule only the most important visits.
• Create Visits A visit is an act where a field rep goes to a retail store and performs certain tasks.
• Create Visits Using Salesforce Maps You can also create visits using Salesforce Maps.
• Visits: Points to Consider Points to consider when you create visits.

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