SageCRM Product Overview

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1 SageCRM Product Overview A complete view of your organization s customer interactions SageCRM is an easy-to-use, fast-to-deploy, feature-rich Customer Relationship Management solution with out-of-the-box but configurable business process automation. With SageCRM, you can quickly analyze, manage, and synchronize sales, marketing, and customer care activities across all points of contact, giving you true business visibility. SageCRM integrates with other applications through a sophisticated, yet easy-to-use Web services interface, delivering real business management advantages to customers. Designed to improve business relationships with every interaction, SageCRM uses industry-leading technology to foster better business practices and effortless information exchange throughout your organization. With a full suite of integrated applications including Sales, Marketing, Customer Service, and Mobile solutions teams get the tools they need to find new customers, close sales faster, and build lasting, more profitable relationships across all channels. Its powerful workflow engine helps SageCRM deliver better business process automation, making your organization more effective and efficient. Regardless of how, when, or where customers, partners, and prospects choose to interact with your organization, SageCRM offers a comprehensive, easy-to-use solution to successfully manage these relationships. B E N E F I T S Build long-lasting customer loyalty and generate repeat sales from your best customers Analyze, forecast, and report on key sales data Quickly analyze, manage, and synchronize sales, marketing, and customer care activities across all points of contact Easily identify, execute, and replicate effective marketing initiatives across your sales channels Empower your staff with enterprise-wide access to vital customer, partner, and prospect information Assign, schedule, and track marketing campaign activities, and measure the performance of every campaign Access relevant customer data in real time, including purchases, call and escalation history, interactions, multiple contacts, support cases, and documents sent and received, and sales opportunities Leveraging an open architecture and Web services interface, SageCRM allows you to easily integrate with other business and Web applications. As a result, it eliminates business silos and strengthens decision making by helping you share information across your company. About SageCRM SageCRM is an easy-to-use, fast-to-deploy, feature-rich Customer Relationship Management solution with out-of-the-box but configurable business process automation. Access methods include both hosted and deployed models through a Web browser.

2 SageCRM Product Overview Feature Description Benefit Microsoft Outlook Integration Sales Force Automation Marketing Automation SageCRM offers instant integration with today s most popular and calendar management system, Microsoft Outlook. SageCRM Sales Force Automation enables easy access to and management of all current and historical account details, activities, and opportunities and automatically distributes leads to sales professionals around the world. Point-and-click reporting and graphs offer sales teams access to real-time data for on-the-spot analysis and evaluation. SageCRM Marketing Automation enables the scheduling and tracking of marketing activities within a campaign and makes every detail of each campaign visible, providing a single source of customer information which eliminates guesswork and ensures that marketing resources are put to their best use. Increasing return on investment and user adoption rates. Allowing sales teams to effectively manage, forecast, and report on all phases of the sales cycle. Improving marketing campaign management and decision making. Increased ROI with accurate metrics on all of your marketing activities, to readily identify and leverage potentially lucrative cross- and up-sell opportunities. Customer Care Automation Offline Synchronization Web Self Service Web Services Automated Workflow Highly Configurable Computer Telephony Integration (CTI) With SageCRM Customer Care Automation, it is possible to build and effectively manage lasting customer relationships. SageCRM provides real-time access to relevant customer data including purchase, call, and escalation history, interactions, multiple contacts, support cases, and documents sent and received, sales opportunities, and can automate escalation processes via the SageCRM workflow. SageCRM enables mobile users to work offline and synchronize at their convenience with the central server, using the optional SageCRM Offline Synchronization (SOLO) feature. Users can also access the system using a wireless PDA device. SageCRM offers unmatched flexibility and performance with advanced features, industry-leading technology, and a robust architecture built to stand the test of time. SageCRM Web Self Service allows customers and partners to access information, log cases, and request services and support over the Web whenever they want. Customers receive information based on their preferences, requests, and history through customized customer and partner portals. It is possible to create applications that securely access data in the SageCRM system, via the SageCRM Web Services interface. This allows you to exchange information between your SageCRM system and other corporate applications. Integrating business processes and rules across all channels, departments, and employees is easy with SageCRM automated and customizable workflows. SageCRM provides configuration tools to rapidly modify all aspects of the system. Users can add or modify fields as required or change names and titles of fields and tabs. SageCRM CTI links the SageCRM system to phone switches, enables click-to-dial functionality, and offers inbound caller recognition. Empowering your organization with critical information to build and support long-term customer satisfaction and loyalty while maximizing every customer interaction and experience. Access critical customer data anytime, anywhere. Customers and partners can track progress on the system or access customized data relevant to their needs via customer and partner portals. The open architecture reduces development and maintenance costs and allows seamless integration with other applications. Ensuring that actions requiring attention or escalation are automatically routed to the appropriate employees or partners while automating your most critical business processes. Deploy SageCRM in the way that best fits your organization, increasing user adoption and ensuring efficiency. Optimize call center efficiency and meet the needs of each particular call center. A b o u t S a g e S o f t w a r e Sage Software supports the needs, challenges, and dreams of more than 2.7 million small and midsized business customers in North America through easy-to-use, scalable, and customizable software and services. Our products help manage a complete range of business functions including: accounting, operations, customer relationship management, human resources, time tracking, merchant services and the specialized needs of the construction, distribution, healthcare, manufacturing, nonprofit, and real estate industries Sage Software. All rights reserved. Reproduction in whole or in part without permission is prohibited. The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice. Contact Sage Software for current information. 12/ /1206

3 SageCRM and Microsoft Outlook Integration Integration with Microsoft Outlook comes naturally SageCRM offers powerful integration with Microsoft Outlook. In addition to integration, the SageCRM and Microsoft Outlook integration enables bi-directional synchronization of appointments, tasks, and contacts resulting in a convenient, straightforward, seamless user experience. SageCRM offers the functionality to file Outlook s against records in the SageCRM database providing users with a complete view of all correspondence. Users can send s within SageCRM using Microsoft Outlook and automatically store the and any attachments with any given record. SageCRM also offers the ability to access and work with the entire SageCRM system directly through the Microsoft Outlook interface, increasing user adoption through familiarity and eliminating the requirement to switch between interfaces. SageCRM and Microsoft Outlook integration can be applied across functions, departments, and roles, helping to increase user adoption and leading to greater efficiencies. And getting started is easy. Once the set up is complete users can leverage it immediately. The rapid implementation of this solution is only the beginning of a fast, efficient, and easy-to-use feature, which opens up innumerable possibilities and benefits. B E N E F I T S Synchronize s, appointments, contacts, and tasks between SageCRM and Microsoft Outlook Work with Microsoft Outlook while in SageCRM or vice versa Get started quickly and begin taking advantage of the benefits immediately for a rapid ROI Improve information sharing across your company Enhance user adoption by providing employees with a system that looks and feels familiar Cross-reference information between SageCRM and Microsoft Outlook for better analysis SageCRM has complete, two-way synchronization with Microsoft Outlook contacts, calendar (appointments) and tasks, in addition to enhanced integration. About SageCRM SageCRM is an easy-to-use, fast-to-deploy, feature-rich Customer Relationship Management solution with out-of-the-box but configurable business process automation. Access methods include both hosted and deployed models through a Web browser.

4 SageCRM Microsoft Outlook Integration Feature Description Benefit Planning Appointments and Tasks File s and Import s Staff Adoption With the SageCRM and Microsoft Outlook Integration users can simply and seamlessly synchronize appointments and tasks. Synchronization is bi-directional meaning SageCRM and Microsoft Outlook are simultaneously updated. Match Outlook s with records in SageCRM Using the SageCRM and Microsoft Outlook integration, staff can use the SageCRM system from within the familiar Microsoft Outlook interface. Ensures that every user s calendar is up to date at all times, regardless of their chosen interface, and results in increased productivity as the requirement to use two interfaces is eliminated. Improves access to information and knowledge sharing organizationwide. In addition, this function ensures that information is not locked onto one machine or restricted to one user. Enhanced CRM implementation success and higher internal staff adoption rate. Access to Information Information is centrally stored and accessible by all team members. Vital for organizational succession planning purposes. Customer Service All customer communications are recorded in the SageCRM system regardless of the interface used by employees. Organizations can offer enhanced customer service as information is never mislaid or accidentally deleted. Access to Information Customer Communications Data Flow User Preferences Working Practices Accelerated access to information with the ability to search for communications and contacts using powerful SageCRM find and advanced tools. All customer communications and attachments can be stored in the SageCRM database and cross referenced with Microsoft Outlook. Contacts and calendar items flow between the SageCRM and Microsoft Outlook applications. Some users prefer to work within the Microsoft Outlook interface and some prefer to use the SageCRM interface. The SageCRM and Microsoft Outlook integration streamlines working practices. Customers benefit from shorter turnaround times and organizations can commit to and meet tight Service Level Agreements. Builds a history of the relationship and enables sales and marketing teams to use more targeted communications. Empowers users to work the way they want to. All relevant information is maintained centrally for team and managerial benefit SageCRM recognizes the nuances of individuals and no information is lost. Enables better process management while recognizing that employees are unique and respecting their preferences. A b o u t S a g e S o f t w a r e Sage Software supports the needs, challenges, and dreams of more than 2.7 million small and midsized business customers in North America through easy-to-use, scalable, and customizable software and services. Our products help manage a complete range of business functions including: accounting, operations, customer relationship management, human resources, time tracking, merchant services and the specialized needs of the construction, distribution, healthcare, manufacturing, nonprofit, and real estate industries Sage Software. All rights reserved. Reproduction in whole or in part without permission is prohibited. The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice. Contact Sage Software for current information. 12/ /1206

5 SageCRM Dashboards SageCRM Dashboards serve up information on a silver platter SageCRM Dashboards are designed to allow users organize the way they view and work with information in accordance with their personal preferences. This powerful feature is included with every installation of our award-winning solution and has the potential to revolutionize access to information, making it useful on a daily basis. SageCRM Dashboards offer a myriad of features and configuration options, so individual users can have tailored experiences. This combats resistance to the CRM implementation. And it enables your company to reap the benefits of efficiency, effectiveness, and excellence in the workplace. With your SageCRM dashboards you can provide your company with valuable information, such as: A snapshot of companies you most often work with. A list of high priority cases assigned to you. Outstanding appointments. A list of recently viewed leads. A pie chart of opportunities by territory. The possibilities are endless! B E N E F I T S View customer and personal data the way you want to, when you want to Access information easily Analyze data speedily Review customer accounts quickly Provide optimal customer support Integrate external data sources such as news feeds of relevant information SageCRM Dashboards enable users to create personalized views of the information that s most relevant to them. With instant access to timely reports and other information, your sales, marketing, and service professionals can work more strategically. About SageCRM SageCRM is an easy-to-use, fast-to-deploy, feature-rich Customer Relationship Management solution with out-of-the-box but configurable business process automation. Access methods include both hosted and deployed models through a Web browser.

6 SageCRM Dashboard Feature Description Benefit Viewing Information Accessing Information Analyzing Information Working at the Company Level SageCRM users have the ability to customize the way they view data in their CRM dashboards; for example, it is possible to apply a two or three column format to the display view, to maximize and minimize each block, and to arrange the order and appearance of information. The solution also provides the ability to organize information per category as determined by user preferences. A right click menu makes accessing Dashboard information even easier and more efficient. All SageCRM users have the option to create multiple interchangeable dashboards. This enables them to access higher level information on a weekly basis or to reach monthly and quarterly overviews or combinations of information in accordance with their requirements and desires. Users may access favorite and saved searches in one click from their Dashboard. A summary of saved searches can be displayed on one or a number of Dashboards. Users have the option to save reports to their SageCRM Dashboard. It is also possible to save the same report to multiple Dashboards. The Dashboard features a comprehensive reports area with an extendible menu. In addition to the many benefits offered by the SageCRM User Dashboard, we also offer a Company Dashboard which is designed to display a management overview of the status of the customer account. This overview could include charting overdue cases, high priority opportunities or snapshots of upcoming meetings and events. The SageCRM Dashboard enables users to tailor the Dashboard screen to display their individual data requirements. This feature adds value to the Dashboard by ensuring that dynamically generated search results are easily accessible and speedily returned. Analysis of reports is fast and simple with a function to drill down to get detailed information. Enables users to garner information about any company in the database speedily, thus empowering them to be experts on every account and to leverage opportunities or address outstanding issues as necessary. A b o u t S a g e S o f t w a r e Sage Software supports the needs, challenges, and dreams of more than 2.7 million small and midsized business customers in North America through easy-to-use, scalable, and customizable software and services. Our products help manage a complete range of business functions including: accounting, operations, customer relationship management, human resources, time tracking, merchant services and the specialized needs of the construction, distribution, healthcare, manufacturing, nonprofit, and real estate industries Sage Software. All rights reserved. Reproduction in whole or in part without permission is prohibited. The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice. Contact Sage Software for current information. 12/ /1206

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