iscala CRM: Optimize Your Revenue, Profitability and Customer Satisfaction

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1 38 44 N 9 08 W iscala CRM: Optimize Your Revenue, Profitability and Customer Satisfaction Powered by making global business simple

2 As an API distribution company we have to be able to very carefully track items and batches. Scala already has a lot of experience in this area so we were confident that iscala would suit our needs. Because it is an integrated ERP and CRM solution we also knew that it would be easy to synchronize customer data across the whole system to make sure we only use current and accurate data. This will help us to achieve an outstanding customer service, which is a critical factor for a distributor. Dipl.-Ing. Reiner Martens, General Manager for Retecma - Mexico N E

3 Scala Business Solutions has a vision of a connected world a world where systems and people work together to achieve automated trade. Business is becoming ever more global, and companies demand standard software products that automate or eliminate the predictable, complex, and frequentlyredundant steps of doing business with their customers, partners and suppliers. Thus freed of tedious routine, people can do the valuable jobs like creating, buying, selling, and building relationships. Good Customer Customer Prospect Contact Lead Suspect You can use our collaborative business software for automatically managing the day-to-day business activities critical to your success, such as updating stock levels throughout the enterprise and processing purchase orders and invoices. iscala CRM: Putting Your Customers at the Center of Your Business making global business simple iscala CRM is not about technology. iscala CRM is an enabler of greater efficiency and effectiveness. It s about freeing managers, salespeople, and customer service employees from time-consuming routine processes and empowering them with the information they need to focus on selling effectively and delivering quality service the business of building profitable customer relationships. A CRM strategy is essential to survival in markets where the economy is tough, where products are becoming commoditized and competition is fierce. You need to make a difference. iscala CRM can help you get to know your customers better and give them an outstanding experience when interacting with your company. What iscala CRM Can Do for Your Business Increase your sales success Help you deliver efficient, consistent customer service Enable you to make informed, agile decisions Work from Microsoft Outlook or the web Share information instantly across your enterprise Easy to use with a friendly interface Customize according to your unique sales process and vertical market requirements and scale easily with your business growth Seamlessly integrated with the iscala Collaborative ERP system Be live next month - very short implementation cycle iscala CRM is an easy-to-use, flexible, and integrated solution that empowers you and your employees to make informed decisions, increase sales success, and provide superior customer service. Because iscala CRM is integrated with your back office system you get one single view of your customer, accessing all customer related information such as history, orders, activities, or complaints, from one place. All your staff in different departments access the same customer information and can therefore provide a more consistent service, which in turn can have a direct impact on your bottom line profits. Powered by Microsoft CRM, iscala CRM offers you a solution that meets the resources and needs of your business, helping you build more profitable customer relationships. Wherever you do business. 3

4 Accessible from Microsoft Outlook and the web, iscala CRM is easy to use, customize, and maintain. It integrates with the iscala Collaborative ERP system and scales to grow along with your business while leveraging your current IT investment. With iscala CRM, you can: Increase your sales success: Shorten the sales cycle and improve close rates with lead and opportunity management, automated sales processes, quote creation, and order management. Deliver efficient, consistent customer service: A shared knowledge base and automated routing and queuing make it easy to serve customers efficiently. Make informed, agile decisions: iscala CRM s comprehensive reports let you forecast sales, measure business activity and performance, evaluate sales and service success, and identify trends, problems and opportunities. Microsoft Outlook, or work online from any location using a web browser. Share information: Tightly-integrated sales and customer service functionality makes it easy to view, update, and share information across teams and departments. Use easily: Designed for ease of use, iscala CRM ensures that sales teams get started fast with a familiar and intuitive interface. Customize and scale easily: Configure user interfaces and workflow processes, customize the solution to fit your business, and scale the installation to meet changing needs. Work from any place in the office, on the plane, in the field: Access full sales functionality online or offline through Integrate powerfully: You can use iscala CRM as a standalone product, or integrate it your with iscala ERP product. Grow Your Revenue, Profitability and Customer Satisfaction N E 4

5 Easy to learn and use, iscala CRM offers an intuitive user interface, centralized activity management, and single-click access to information, reports, and sales and customer service functionality. All support cases, account information, problem resolution tools, and contracts are centralized and easily accessible. Create and maintain service contracts to help ensure accurate billing for support incidents Access iscala CRM quickly and easily through Microsoft Outlook. Manage all activities, , your accounts, leads and other sales related information from within Outlook 5

6 The iscala CRM Sales module is designed to help your sales team work without limits on the road or at the desk, online and offline, they ll have comprehensive customer and product information. Microsoft Office Outlook integration: Work online or offline using Outlook, with access to accounts, opportunities, products, sales literature, and more. iscala CRM contacts, appointments, tasks, and capabilities are integrated with Outlook. Complete customer view: View and manage customer account activity and history, including: contact information, communications, open quotes, pending orders, invoices, credit limits, and payment history. Lead routing and management: Track information on prospective customers, then qualify and assign inquiries. Leads entered into iscala CRM can be automatically routed to the correct salespeople or teams based on rules defined by the business or administrator. Opportunity management: Convert qualified leads to opportunities without data re-entry, and then easily track opportunities through the sales cycle. Sales order management process: Track and close sales consistently and efficiently with workflow rules that automate stages in the selling process. The Right Information, In The Right Place, At The Right Time N E 6

7 Product catalog: Use a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options. Order management: Quotes, orders, and invoices; Convert quotes to orders, then modify and save orders until they are ready to be submitted. If your iscala ERP Sales Order Management module is integrated, you can use its functionality for order processing and invoicing, and to update your iscala CRM system with this information. Quotas: Use quotas to measure employee sales performance against goals. As opportunities are closed in iscala CRM, they are credited against the assigned quota. Territory management: Create territories for salespeople, enabling them to manage and evaluate territory-based sales processes with workflow rules and reports. Reports: View, sort, and filter a wide range of reports to identify trends, measure and forecast sales activity, track sales processes, and evaluate business performance. Sales literature: Create and maintain a searchable library of sales and marketing materials, including brochures, white papers, and competitor information. Competitor tracking: Maintain detailed information on competitors and associate that information with opportunities and sales literature. Reporting functionality tracks competitor activity by product, region, or other criteria. Workflow: Use workflow rules to automate leads routing, notifications, and escalations, as well as generate and send autoresponse to customer requests. Correspondence and mail merge: Use customizable templates to create and send to targeted prospects and customers. Print communication materials can be created and sent to prospects and customers using Microsoft Word Mail Merge. 7

8 Shorten your sales cycle and improve close rates with opportunity management iscala CRM Sales All necessary information is at your fingertips. While working in iscala CRM with your sales information, have a constant online access to your customer data, such as payment terms and deliver terms stored in your iscala ERP system 8

9 24 28 N E Building Your Customer Relationships In Your Local Language and Meeting Your Local Requirements iscala CRM stands out from the other CRM solutions with its unique functionality. In addition to the wide range of benefits you expect from a standard CRM product, the iscala CRM solution also gives you: Multi-language capability Multi-currency capability International tax calculations (VAT) Business intelligence capability One single customer view within your ERP solution iscala CRM takes advantage of the easy integration capabilities and web services architecture developed for the iscala Collaborative ERP platform. This gives you a solution that offers tight integration with the iscala ERP product for sales order management, and with Microsoft Outlook so that your salespeople can work both online and offline. Its low total cost of ownership means that iscala CRM will work for you today, tomorrow, and over the lifetime of your business. Whether you choose iscala CRM as a stand-alone application, or integrate it with your iscala, iscala CRM delivers the functionality you need to get the job done. Using the proven business intelligence and international functionalities built into the iscala ERP platform, iscala CRM gives you the power to deliver superior customer service, in the languages you need* and supporting your business requirements for local currencies and tax regulations. Wherever you do business. *Initially, iscala CRM is available in international English, major European languages (including Swedish, Russian, Hungarian, Czech, and Polish) and traditional Chinese. More Information about iscala CRM For the latest information, product demonstrations and additional information about iscala CRM, visit Or 9

10 iscala CRM System Requirements iscala CRM Server Hardware Computer/Processor: Dual 700MHz or higher Intel Pentium (XEON PIII) or compatible CPU. This is a minimum recommendation Memory: 1 GB Hard disk: SCSI with hardware RAID 5 and three hard drives minimum Network Card: 10/100 megabit iscala CRM Server Software Microsoft Small Business Server 2000 or later Microsoft SQL Server 2000 Standard or later Microsoft Exchange Server 2000 or later Microsoft Windows 2000 Server Standard/Advanced or later (with Active Directory Primary Domain Controller) iscala CRM Client Software Microsoft Windows 2000 Professional or later. Microsoft Internet Explore 6.0 iscala CRM Sales for Outlook Software Office 2000 or later. 10

11 40 43 N W We chose iscala CRM in order to support our market activities we work in parallel on several comprehensive projects. We have been using software from Scala since 1995 while our headquarters use SAP, but for cost reasons we have decided to stay with Scala. We work with a huge amount of information to be able to process and analyze this would considerably support the work of our management and of our colleagues. That is what I expect from iscala CRM. For NJF we decided to implement a CRM solution that could help us gain better visibility and accountability for our customer service processes. Our current Microsoft Excel-based solution with a simple SQL database got too difficult to handle and was limiting future business expansion. We found it necessary to gain up-to-date information out of the system, to harmonize and to record the sales team s activities. CRM serves as a tool for the management to control and follow the performance of the project pipeline. Csaba János Nagy, General Manager of Umicore - Hungary

12 Your local Scala representative contacts Do you want to know more? Contact your local Scala Business Solutions office. Head Office Principal Offices Scala Business Solutions NV Prinsengracht JX Amsterdam The Netherlands Tel Fax Americas USA - Orlando, Florida Tel Asia Pacific China - Shanghai Tel Finland - Espoo Tel France - Paris Germany - Frankfurt Tel Sweden - Stockholm Tel Middle East UAE - Dubai Tel Singapore Tel Hungary - Budapest Tel Europe Czech Republic - Prague Tel England - London Tel Poland - Warsaw Tel Russia - Moscow Tel TM Scala Business Solutions delivers software and services in over 140 countries worldwide from additional offices and through its global partner network. For complete office listing, see Scala Business Solutions NV. All rights reserved. The Scala logo, Scala and iscala are registered trademarks. Other trademarks or registered trademarks are the property of their respective owners.

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