Microsoft Dynamics ERP Volume (SMB Segment) Telesales Guide

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1 This telesales guide provides an overview of the information you will need to better understand the smalland-midsize-business (SMB) market segment and articulate the business benefits of the Microsoft Dynamics ERP solutions. Microsoft Dynamics ERP solutions for the SMB market segment include Microsoft Dynamics GP, Microsoft Dynamics NAV, and Microsoft Dynamics SL. Campaign Objective The purpose of the Microsoft Dynamics ERP Volume campaign is to drive customer adds within the SMB segment. This guide includes an overview of key pain points both for customers who have outgrown their current solution and those who are using an outdated legacy solution and provides information about how Microsoft Dynamics ERP can help these customers grow their business. Target Audience The target audience includes more than 4.5 million organizations worldwide with between 5 and 250 PCs. Most of these SMBs are poorly served by legacy vendors who are not willing or able to invest the resources necessary to develop the right business applications needed by SMBs. Each year, some of these customers will decide to replace their systems; however, the majority will renew their maintenance agreement with their existing vendor and gain very little value in return. It is these customers who represent a substantial opportunity to significantly accelerate the rate at which Microsoft Dynamics ERP can add customers to the SMB market. Potential target prospects are small to midsize companies that: Employ 25 to 500 employees, with internal or partner-delivered IT capabilities. Need new business management software because their current software is limiting or impeding their potential for business growth in one or more of the following ways: The software is outdated. The software cannot support vertical functionality. The existing solution consists of a number of disconnected applications. The system cannot accommodate the company expansion, maturation, or changes in the business environment, causing: System performance issues that slow down processing times and cause frustration. Transaction limitations that lead to inefficiencies across the business, combined with the inability to add new business processes or new lines of business. Disconnected data that hinders decision making and results in lost sales and lower profits while impacting customer service levels. Are currently using entry-level accounting software or outdated legacy solutions. The competitive landscape for enterprise resource planning (ERP) in the SMB market is very local and highly vertical, and therefore very fragmented. There are companies like Sage and Intuit who have established strong ERP market positions that they are seeking to maintain. There are relatively weak local, or perhaps vertical, players who are seeking to do the same. The third group is made up of vendors (including ourselves) who are seeking to grow their installed base and establish strong positions. Competitive examples include: E-conomic (online only, growing fast in northern Europe) Intuit QuickBooks Twinfield (online only, growing fast in western Europe) NetSuite (online only, growing fast in the United States) Sage SAP Business All-in-One SAP Business One Visma (northern Europe) Other custom-built or legacy financial applications Telesales Guide Page 1

2 Customer Mindset Prospects and existing customers may not understand the value that an ERP or business management solution can bring to their organization. Their mindset could be any of the following: Unaware of ERP technology Don t recognize ERP software as the way to meet their business needs Perceive ERP solutions as only for the big companies and too complex or expensive Conclude that upgrading or maintaining their accounting or bookkeeping software will suffice Actively searching for their first ERP solution MICROSOFT DYNAMICS VALUE PROPOSITION Delivers simplicity, value, agility Designed to help SMBs secure greater control of their businesses, increase margins, and drive profitable growth Can deploy both on-premises and in the cloud as partner-hosted solutions Quick to implement and customizable to meet unique business needs Provides a rich community of independent software vendors (ISVs) with domain expertise and intellectual property designed to support vertical and industry-specific needs Target Contacts Inside the prospect s business, speak directly to the technology-influencing business decision maker (TI-BDM). This could include any of these roles: Owner President Chief financial officer Chief information officer Vice president of finance Vice president of IT IT director IT manager IT officer Key Message If you only have 60 seconds to deliver your sales pitch, this is it: Microsoft Dynamics ERP software integrates all core business functions across your entire company, including financials, supply chain management, manufacturing, and project management. Unlike other small-and-midsize-business solutions on the market that address generic needs, Microsoft Dynamics ERP is designed to meet your unique business needs: It gives you control over and visibility into what s going on in your business and the ability to make smart decisions that impact your margins and improve your cash flow ultimately driving your business growth. Simple to learn and use, Microsoft Dynamics ERP works with your existing technology and scales as you grow to deliver long-term value and help you avoid costly replacements down the road. It s designed to get you up and running quickly, using a guided set of processes to make your system fit your specific business needs. And it s more affordable than you might expect. Comprehensive functionality provides a unified experience; it s easy to adapt to and connect with solutions from ISVs that work with your specific type of business, other line-of-business applications, and the Microsoft technology already being used in your organization. [For To-Customer Communications] A global network of Microsoft partners provides expertise on your specific industry and vertical requirements as well as deep technical knowledge to help ensure that you have the best solution in place to meet your unique business needs. Telesales Guide Page 2

3 Sense of Urgency Many prospects are sticking with their existing systems because the thought of transitioning to a new system is overwhelming they think it will be complex and disruptive to their business, and perhaps most important, they think it will be very expensive. Your current accounting software is preventing you from growing your business. You can transition to Microsoft Dynamics ERP and get up and running quickly for roughly the same cost as upgrading the software solution you already own. TARGET NEEDS, PAIN POINTS, AND BENEFITS Good candidates ready to transition to a Microsoft Dynamics ERP solution may bring up any of the following needs or pain points. Microsoft Dynamics ERP addresses those issues with the following related benefits, based on the SMB messaging pillars of greater control, increasing margins, and driving growth. Microsoft Dynamics ERP gives you control over and visibility into your business. Business needs We need to be able to see across and connect all aspects of our business. We need to make sure that all employees can access the identical, up-to-date information they need to stay productive. Pain points from an outgrown system Our data sits in multiple places and none of it is connected it s hard to get work done and puts customer service at risk. Our system is often bogged down and slow. We are running into transaction limits and can t add new lines of business or support our business growth. Pain points from a legacy system Benefits of Microsoft Dynamics ERP Gain control over and visibility into your entire business, including how resources are being utilized. Define who on your team can make critical business decisions on your behalf and help them respond quickly and confidently. Get the insight you need to manage a profitable business, and insight into how your business is performing. Go beyond basic reporting with analysis tools to help your people work proactively. Get comprehensive built-in functionality that is easy to adapt and connect to other applications. Disparate systems keep us from getting a complete, real-time view of our business. It s hard to make business decisions because we can t get a clear view of data whether it s customer data, financials, or inventory and shipping information. Telesales Guide Page 3

4 Microsoft Dynamics ERP helps you make smart business decisions that have a direct impact on your bottom line and help you turn margins into cash flow. Business needs Benefits of Microsoft Dynamics ERP We need better control over our cash flow. We need to increase efficiencies for common everyday tasks that take far too long. Pain points from an outgrown system We want to reduce our operating costs, but the system only allows us to do things one way it means longer processing times for basic tasks that take time away from other work. We can t take on new customers because we can barely manage the customers we have. We don t have the functionality or reporting capabilities we need to gain the insight necessary to run a more efficient and profitable business. We don t have insight into who our most profitable customers are. Pain points from a legacy system We spend thousands of dollars just to maintain our current system, and it doesn t deliver any new functionality or value. We cannot increase efficiencies to save costs because the system simply doesn t allow us to work any faster. Work with confidence that everyday decisions made by you and those you trust will help improve profitability and turn margins into cash flow. Target your most profitable customers and increase sales opportunities. Optimize buying and inventory management to reduce operational costs. Boost margins with automation across your key business processes. Optimize your existing resources. Use the system to drive behavior in your business. Telesales Guide Page 4

5 Microsoft Dynamics ERP helps you turn insight into opportunity with a solution that drives and supports your business growth. Business needs We need to expand beyond the basic accounting functionality we have (deeper manufacturing and distribution functionality, for example). We need to be able to take on new customers and new business processes quickly and easily. We need a system that can grow and adapt with us. Pain points from an outgrown system We often hit our transaction limits the system truly can t handle any more data. This means we can t support any new lines of business. I know I need to invest in another solution for the future of my business, but I just can t afford the time or money to make it happen. Pain points from a legacy system Our solution fits the specialized needs of our business, but it s practically held together with rubber bands. Ongoing maintenance and upgrades are slow and difficult not to mention expensive. We spend a lot of money just to maintain the status quo in terms of what the system can do. Our custom applications require costly development time whenever we need to make a change. We can t affordably adapt our solution to our changing business needs. Our current solution consists of separate installations and has resulted in a complex integration of multiple modules, which results in multiple maintenance charges. Benefits of Microsoft Dynamics ERP Get the scalability and flexibility to accommodate new business demands and growth. Deploy the way that works best for your business, whether on-premises or in the cloud, with a system that delivers ongoing innovation. Adapt quickly without costly development work or strain on your IT resources with built-in personalization and customization tools. Get up and running quickly with a solution that is simple to learn and use and costs approximately the same amount as upgrading your current system. Get ongoing deep industry expertise and technical knowledge specific to your business from a world-class network of partners. To help you with telemarketing calls, this customizable call script walks you through a Microsoft Dynamics ERP sales pitch. Insert your own strategic messages, special offers, and calls to action and personalize the content to fit your selling style and communication approach so that your sales pitch is natural and persuasive. Telesales Guide Page 5

6 Telesales Script Hello, this is [Insert Name] calling on behalf of Microsoft. I m calling today to talk to you about the affordable, easy-to-use business management solutions we offer. These solutions are designed to help smallto-midsize companies like yours get better control so that you can increase your margins and grow your business. Did you receive my [Letter, Postcard, ]? If NO, shift into PROBING QUESTIONS. Well, perhaps I can provide you with an overview if this is a good time. First, some background information will help me provide you with the most relevant facts. If YES, ask PROBING QUESTIONS to determine your prospect s interest. Great. I m hoping I can help you with some additional information about Microsoft Dynamics ERP software. First, some background information will help me provide you with the most relevant facts. Can you tell me about the systems you currently use to meet your financial and other business needs? How many people use these systems? Are you satisfied with the capabilities of your business management solution, or do you feel there is room for improvement? What functionality would you like to see that you currently do not have? Use these additional background questions, as needed: Existing Systems: Are you looking to replace an older legacy system or do you feel you ve outgrown your existing system? If so, what are the main reasons driving your search? If not, can you describe what applications and software you use today to manage your business? How would you describe the process of maintaining and upgrading your current systems? How old are your current systems (that is, what is the installation date)? Business Functionality: What functional areas are you using your current applications for? Do you have separate applications for functionality like manufacturing, distribution, inventory management, accounting, or sales and service? Are you happy with these applications? If not, what could be improved? What functional areas of your business need to be automated (with applications) but are not today? How easy is it to get the information you need from your current system? Can you get a clear, real-time view of your data? CHECKPOINT: Is this prospect interested in upgrading? Is the company a good candidate for a new solution? If so, move into the Microsoft Dynamics ERP benefits and a call to action. Telesales Guide Page 6

7 Telesales Script BENEFITS Choose the most relevant benefit messages for the prospect you re talking to. Based on your business needs, I think a Microsoft Dynamics ERP solution is a good fit for your company. Here are a few things to consider: Technology Benefits: It s easier and less expensive than you think to transition to Microsoft Dynamics ERP. Many customers have made the switch for roughly the same cost as upgrading to the next version of the software they already own. Unlike other systems on the market, Microsoft Dynamics ERP is a single solution, so you don t need separate installations or a complex integration of multiple modules that can lead to maintenance charges. It is simple to learn and use so that your whole team can get up and running quickly. It s compatible with the Microsoft technology you already use, so it delivers long-term value and helps you avoid costly replacements down the road. You can deploy in the way that works best for your business whether it s on-premises or in the cloud, or a combination of both. This is a flexible solution that can meet your changing demands today and scale as your business grows. You can accommodate new business processes and take on new lines of business without having to increase your technology investment or hire new employees. This solution gives you control over and visibility into your entire business including access to comprehensive and connected real-time data and financial information. With greater control, you can work confidently, knowing that the business decisions made by you and people you trust will impact your margins and improve your cash flow ultimately driving your business growth. The Microsoft Commitment: With an innovative technology platform from Microsoft, you can invest in a solution that can grow with you and always keep you one step ahead of your competition. [For To-Customer Communications] Microsoft Dynamics ERP is delivered through a world-class network of partners who can provide deep vertical and industry expertise and technical knowledge specific to your business needs. CALL TO ACTION Encourage your prospect to take the next step by inviting him or her to an event, offering a free evaluation guide, or setting up an appointment. Event: To help you learn more, we will be hosting a Microsoft Dynamics showcase event on [Insert Date]. This event will provide demonstrations, real customer stories that illustrate the value of Microsoft Dynamics ERP, and more. I d be happy to send you an invitation. Offer: [Insert Local Subsidiary Offers or CTAs] Partner engagement: To help you learn more, would you like me to connect you with a local partner to set up a time to learn more about your business needs? CLOSING: Tailor your closing based on your prospect s responses above, but make sure you don t hang up until both you and the prospect are clear about the next steps. Thank you for taking the time to discuss your business management solution needs with me today. I will [Insert Next Step]. In the meantime, please don t hesitate to call me at [Insert Phone Number] if you have any questions. Telesales Guide Page 7