week 1: novogene function Flashcards
what are the different departments and where do they fit in the projects
pre-project
- marketing
- technical support
- sales
then samples arrive
project
- project coordinator
- sales
then data is delivered
post project
- accounts receivable
- sales
what does each department do
marketing
- brand awareness
- social media
- communicate promotions
- provide sales with web and phone leads
technical support
- project guidance
- issue quote
- shipping instructions
- sample arrival
project coordinator
- sample library & data QC reports
- project management (extraction, LP, Seq, BI)
- deliver data & invoice
accounts receivable
- obtain payment
sales in pre-project
- ID & convert leads
- gather project details
- negotiate pricing
- obtain commitment/PO
sales in project
- monitor project and ensure client satisfaction
- communicate pricing for additional services
- “firefighting”
sales in post-project
- customer satisfaction evaluation
- repeat business
- payment tracking
what does sales do?
Find/Identify Prospects
Develop Leads
Qualify project
Submit Quote Request in SalesForce
Issue quote (either TS or Sales deepening on region)
- Copy TS when quote is prepared or for highly technical questions
Follow up! (cross sell/up-sell/ negotiate where appropriate)
Obtain signed quote / PO
- Forward PO’s to commerce team (purchaseorders@novogeneusa.com)
what does Technical Support (TS) do
Assist with technical details/qualifications of projects (if needed)
Issue Quote, SIF and shipping instructions
Troubleshoot extraction issues with client
Sync contract info and PO to CMS
Handoff to PC after sample arrival
what does Project Coordinator (PC) do
Issue QC reports and discuss next steps
Oversee library prep, sequencing, and BI
Issue BI form
Confirm invoice with client
Send data release link to client
pre-project
sales & marketing
- send to marketing to upload to eloqua
- marketing sends promotional email
- marketing sends leads through SFDC
sales & technical support
- qualify the lead
- file opp in SFDF
- follow up/negotiate with client
- technical support will help answer technical questions, give project guidance and issue quote
sales obtain PO
commerce process PO
technical support syncs PO to CMS/generate contract
project
technical support
- sync PO to CMS/generate contract
- send sample submission and shipping information
samples arrive
project coordinator
- sample, library & data QC reports
- project management (extraction, LP, seq, BI)
technical support
- assist when technical questions arise
- issue sub-quotes as needed
- help with re-sending samples/sample return as needed
post-project
data delivery
accounts receivable
- obtain payment
project coordinator
- deliver data & invoice
- assist with BI related questions
*what is BI
sales
- customer satisfaction evaluation
- repeat business
- payment tracking
other departments at novogene
HR
- benefits
- assist with PTO
- hiring
- resolving internal conflicts and events
- employee support
marketing
- providing collateral (flyers, pens, posters)
- issue business cards
- oversee regional/national show budget
- provide sales with web and phone leads
accounting
- track PO’s invoices and payments *what is PO
- confirm commissions and bonuses
Senior Leadership Team
Douglas Zhang - pres.
Evan Ruan
- general manager
Wei Wang
- deputy general manager
Wendy Wu
- US marketing director
PC supervisors
- Chiamaka Opara
Changqing Zhang
Ian Forest
Eric Weber
Victor Popoca
TS director
- Harsh Purohit
TS supervisors
- Yunmei Karanjawala
- Eric Iverson
manual of operations
Pre-sale Stage
- sales gather project info. from clients and introduce TS to clients
- novogene designated TS will help to resolve any technical questions that might arise
- TS will profile all project info. to issue the quote to clients based not he opportunities from sales team
- client reviews and decides whether to proceed or not
- novogene team will help to address any questions including but not limited to project info, billing info etc
PO, credit card payment or any other form of payment that are approved by novogene is need be initiate the project
when it is recieved by novogene team , the project will be initiated and detailed sample submission info. as well as shipping info instructions will be sent to clients
client submits sample info form (SIF) on novogene customer service system. The TS reviews, approves/rejects the SIF
the client will revise as needed according to TS instruction
If approved, TS sends sample shipping instructions and pre-shipping checklist to client to ensure a smooth shipping process
what happens after we get a sample
sample receiving and storage
extraction
sample quality control (QC)
library preparation
library QC overview
sequencing
data quality control & data analysis
data release - novogene provides FTP/Hard disk/ AWS or other customized methods for data release
general SOPs
- payment and PO’s
if you receive a PO from the institution or client, send to purchase-orders email
many insturctions will send PO directly to @purchaseorders they will notify sales and TS
General SOPs
- other payment options
credit card email
I am copying the @Credit Cards teams on this email. They will be sending you a secure link to process the samples. Once you’ve reviewed the quote and everything looks good please submit the payment and the credit cards team will follow up with your receipt. Please note there is a 3.5% processing fee for paying with CC.
pro-forma invoice
- If payment needs to be secured prior to the project (expiring grant funds etc.) TS can generate a pro-forma invoice.
Clients can pay the pro-forma via check, wire transfer, or PO.
discounting
for any discounting questions, please go to the regional sales manager first
- RSM’s will bring thus to the attention of
1. for marketing campaign-related price approval (email campaign, local vendor show, etc) sales should discuss with seek approval from (PS is currently ZHeng
For individual opportunities at the quoting stage, Sales should contact TS supervisors for price approval.
Any new quote/discount/credit resulting from an active/past project (e.g., discount to compensate service issues), PC (primarily role, preferred) and Sales (secondary role, in special cases) should seek price approval from PC supervisors, copying Sales and TS.
Reasons for additional discounts:
- High volume
- Strategic customer or project
- Novogene error
For discounting, make sure you have qualified the following details:
Budget
Timeline
Future projects?
