QAD Customer Relationship Management Demonstration Guide. May 2015 EE2015 / CRM 6.7

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1 QAD Customer Relationship Management Demonstration Guide May 2015 EE2015 / CRM 6.7

2 Overview This demonstration shows how QAD Customer Relationship Management supports the vision of the Effective Enterprise; where every business process is working at peak efficiency and perfectly aligned to the company s strategic goals. QAD Customer Management Customer Relationship Management (CRM) Key Points Enabling the Effective Enterprise

3 Key Performance Indicators (KPIs) Key Performance Indicators (KPIs) define what the Effective Enterprise means to your company, mapping your company s vision, strategy and goals to specific measurements that will help you drive efficiency and identify improvements in the business process. These Key Performance Indicators include Customer Service, impacted directly by QAD s Customer Relationship Management. Improvements offered by QAD Customer Relationship Management, and measured using these KPIs, affect revenue, margin and cost of sales. You will reduce order management costs and increase productivity 10 to 20%, managing a larger funnel with 1 to 5% fewer resources even as you increase customer contact time by 5 to 10%. Forecast accuracy improves 5 to 10%. Customer response time and satisfaction improve 5 to 10%, and revenue goes up because you can focus more attention on winnable opportunities. You can also manage campaigns more closely, reducing losing campaigns by 1 to 5% and easily replicating successful ones. Customer Relationship Management Key Performance Indicators (KPIs) Key Points Customer Service KPI o Increase sales productivity 10 to 20%; Reduce sales resources 1 to 5% o Increase customer contact time 5 to 10% o Improve forecast accuracy 5 to 10% o Improve customer response time 5 to 10%; satisfaction 5 to 10%

4 Related Metrics Typical measurements related to these KPIs include Order Management Costs and Forecast Accuracy. Additional metrics and the relative importance of each one will depend on your definition of the Effective Enterprise. You can monitor performance against your defined metrics using a combination of Business Intelligence Dashboards, Operational Metrics, Browses and Reports. Customer Relationship Management Related Metrics Order Management Costs Forecast Accuracy Key Points Standard metrics Importance varies by company

5 Enabling Solution QAD Customer Relationship Management (CRM) supports improvements in these key metrics by providing tools to help you record, monitor and manage your relationships with customers throughout the entire sales cycle. Sales Force Automation facilitates collaboration and communication across your extended team, with powerful contact management tools that allow you to acquire and share a deep knowledge of every account helping you build strong, long-lasting, and profitable customer relationships. By managing all of the touch points with your customer, you will understand them better. You will track and score all leads, ensuring fewer missed opportunities and less time wasted chasing the wrong accounts. Management has instant visibility into the pipeline, ensuring accurate forecasts and successful marketing campaigns, with Marketing Automation tools to help marketing and sales work together to drive revenue through campaigns like marketing and multi-step communication & sales campaigns. Visual Dashboards provide accurate, timely analysis of sales activity, supporting the measurement of key performance indicators such as sales by rep, by product line and other critical metrics. Customer Relationship Management Enabling Solution Sales Force Automation Marketing Automation Analytics Key Points Sales Force & Marketing Automation; More cost-effective campaigns Analytics

6 Demonstration Summary In this demonstration, you will see how Customer Relationship Management helps you be more efficient, productive and responsive to your customers by using customer and contact profiles, opportunity tracking, campaign management and graphical dashboards. Note: Additional detailed demonstrations are available for Sales Force and Marketing Automation. Customer Relationship Management Demonstration Summary Customer console Opportunities Marketing campaigns Dashboards Key Points Key elements of CRM o o o o customer and contact profiles opportunities campaigns dashboards

7 How QAD saves time and administrative cost Customer Console Here is the heart of QAD CRM the Profile Manager. You can find information on anything here most often you ll know some part of the company name or address, and search on that, but you can look up contacts based on sales or service information for example, the serial number of an end product. You can even do a free form inquiry maybe all you know is the Bill of Lading number for a shipment and need to track it back to the customer! This gives you a single view into everything you might want to know about any lead or customer - company information, addresses & important contacts, quotes, orders and invoices, installed base information, sales history and more. All of the information is held in one place, saving time and administration costs while making it simple for anyone on your team to access the information they need, when they need it, without spending time and effort tracking down information from other departments. Demo 1. Switch from the Presentation to your CRM screen view. Note: You should already be logged on as User demo Password qad 2. Select Customer Console 3. Enter Name begins Medi 4. Click Search

8 5. Click New Search 6. Click Yes 7. Expand Sales Order 8. Enter Freeform Inquiry BOL begins SH Click Search 10. Right-Click Customer Pacific Healthcare Systems 11. Select Go To > Sales Order

9 12. (Optionally) click tabs 13. Close window Key Points Central repository of all information Derived from sales, marketing, customer service and support Enables prompt knowledgeable response to inquiries Shows contacts (customers & leads), information & activities Quick access and simple navigation to contact information Cuts non-revenue generating administration time No need to track down information from other departments Prepare for calls or visits Show customer you understand and value their business

10 How QAD increases sales revenue Opportunities One of the most important elements of CRM is the ability to track sales leads and opportunities ensuring accurate forecasts and encouraging the right follow up activities to convert them into business. As a sales rep finds out more information a lead, it is easy to capture. Probability (or weighting) ensures that funnel reporting gives management the most accurate forecast possible, and stages identify where you are in the sales cycle. It is also easy for a rep to move prospects through the life cycle from inquiry to quote to order maintaining a complete history of all activities and negotiations along the way. Sales managers have complete visibility into this information, helping them make reliable forecasts based on activities in the sales cycle that can be confidently fed into manufacturing planning. Demo 1. In menu, select Sales Management > Opportunities 2. To sort, click column heading Stage Key Points Prospects are tracked from inquiry to order Creates follow up activities Easy to change opportunity stage; Ensures accurate forecasts Automatically generates order (without an admin) Instantly captured in pipeline

11 How QAD improves return on marketing investment Marketing Campaigns CRM also helps you monitor marketing campaigns scheduling activities, targeting specific customers or prospects, capturing opportunities, budgeting costs, and tracking results. You can easily repeat successful campaigns with just a few simple steps. Demo 1. In menu, select Marketing Management > Marketing Campaigns > Campaigns 2. Click Cost tab 3. Right-click Line 10, select Edit

12 4. Close Key Points Campaign management Schedule activities Target customers or prospects Consistent messaging Capture opportunities Track results in real-time Successful campaigns can be easily repeated

13 How QAD supports fact-based decisions Dashboard You will have clear visibility into sales performance with reports and visuals like you see here bar charts, graphs, pie charts giving you an at a glance view of where you stand; what deals are in the pipeline; what are your top opportunities; where are your reps spending their time. Each manager can have his/her own dashboard, customized to give a real-time view on key events and activities they need to know about enabling proactive resolution and opportunity management. Demo 1. In menu, select Dashboard 2. Enter Dashboard Name Sales Analysis Key Points Real-time view of data Bar Charts, Graphs, Pie Charts Multiple Dashboards, customize by area or manager

14 Demonstration Marketing Automation In this part of the demonstration, you will see more detail about how Marketing Automation will help you manage more successful, profitable campaigns. Run through an example of a marketing campaign reviewing the stages, target participants and costs, then use tools like standard scripts and form letters to simplify campaign processing. Last, see how marketing campaign activities and opportunities are clearly visible to the sales team ensuring timely follow up and maximizing your return on your marketing investment. Marketing Automation Demonstration Summary Marketing campaigns Standard scripts Campaign processing Campaigns by contact Key Points Marketing campaigns Productivity tools Follow-up

15 How QAD keeps marketing campaigns on track Marketing Campaigns Here you see your open Campaigns - when they start and end, the objective, status, budget, stages, participants, opportunity and statistics. You can choose appropriate campaign media and execute campaigns according to planned schedules. Each campaign consists of one or more stages and activities. You calculate and assign costs by stage. You can also maintain target audience information for example choosing targets from a specific Industry or Region. You could also choose targets by company size, time zone, region, or a combination of criteria; and you can import targets from an external source perhaps from a purchased list. Some companies will also use campaigns for customer service - setting up a telemarketing campaign to reach out to all new customers perhaps those who have purchased in the last 6 months. You might even track hospitality or events as a campaign your annual golf outing or user group meeting! Using CRM, you can closely manage all campaigns, ensuring all of them stay on time and within budget. Demo 1. Maximize CRM 2. In menu, select Marketing Management 3. In Marketing Management, Select Marketing Campaigns> Campaigns 4. Highlight Launch Consumer Ultrasound 5. Click Details tab

16 6. Click Cost tab 7. Click Stage tab 8. Right-click Stage Create Target List

17 9. Select Build Target List 10. Click arrow in first box to get drop-down list Note: selections for Industry, Region 11. Close window Key Points Campaign Start / End, Status, Objective, Budget, Participants, Statistics Campaign Media Planned Schedules Multiple Stages & Activities Targets per Stage o Choose from list; multiple criteria o Import list Sales and Customer Service Campaigns

18 How QAD improves customer communications Standard Scripts Something that can save a lot of time, and ensure consistent messaging and communications, is the use of standard scripts telemarketing scripts, standard letters or text - maintained centrally and assigned to campaigns. Demo 1. Select Settings > Template Manager > Standard Letters Key Points Standard letters, Consistent messaging Easily updated by marketing Save time

19 How QAD increases productivity Campaign Processing You track activities and results by each stage of a campaign, including complete details of who was involved, what was done and the outcome. You add targets to the campaign typically automatically loading them based on selection criteria or taking them from a list. Once added to a campaign, you can process campaign activity against each target. This helps you track any details who, when, duration, notes and associate follow up activities and opportunities. This ensures that leads generated by a marketing campaign do not get stale or overlooked by the sales force specific follow ups are generated and monitored ensuring you aren t wasting precious marketing funds. You will track opportunities and can translate them into Quotes and Orders pegged to the originating Campaign. This not only gives you total visibility into the pipeline, it also provides quantitative results of every campaign, with complete ROI details. You can identify the campaigns that are working and easily replicate those. Demo 1. Select Marketing Management > Marketing Campaigns> Campaign Processing 2. Highlight Launch Consumer Ultrasound 3. In Campaign QP-3, highlight Stage Send Brochure 4. Right-click Target box 5. Select Add

20 6. Click Select Profile 7. Enter Profile Name Medi 8. Click Search 9. Double-click MediLogic

21 10. Click Save 11. Click Close 12. Right-click Profile Name MediLogic 13. Select Process from drop-down Menu

22 14. (Optionally) Click Opportunities Tab 15. Close Key Points Activities & results by Stage Complete details Associated follow up activities ensure sales leads aren t overlooked Marketing funds not wasted Opportunities from Campaigns tied to resulting Quotes / Orders Pipeline visibility ROI by Campaign Easily replicate successful campaigns

23 How QAD improves internal communications Campaigns by Contact Circle back to the Sales Force Automation functions and show you how Marketing Campaigns will appear on the Contact screens that the sales force will typically access. If you go back to your contact and look at their detailed information, notice there is a Campaign tab. When you click this, you see all of the Campaigns that this contact is associated with. As a salesperson, you may or may not be directly involved in these for example, there might be a new customer telemarketing program they are included in, a mailing campaign, or even a social event. However, by keeping all this information centrally, you will always be aware of all of this before you make contact with you prospect or customer. Not only will you sound more knowledgeable, there will be no surprises! Demo 1. In menu, select Sales Management > Addresses > All Profiles 2. Highlight Profile Name MediLogic 3. Click Campaigns Tab Key Points Sales Force looks at Contact Profiles o All campaigns listed - Sales and marketing, Telemarketing, Mailings, blasts; Hospitality events No surprises!

24 How QAD supports fact-based decisions Dashboard Visual Dashboards provide accurate, timely analysis of sales activity focusing sales management attention on top opportunities and critical activities and monitoring performance to plan. Flexible formatting and personalized dashboards allow you to customize this display to meet the needs of each of your managers. In this example, key performance indicators are performance to forecast, order activity, recent sales activity and the Top 5. Others might want to review campaign performance or actual to budget. Four separate views can be set up on each dashboard and you can set up any number of dashboards. Demo 1. In menu, select Dashboard 2. Enter Dashboard Name Sales Analysis 3. Enter Dashboard Name Opportunities

25 Key Points Timely, accurate analysis Focus management attention Monitor performance to plan Four views Any number of Dashboards

26 Demonstration Sales Force Automation In this part of the demonstration, you will see how Sales Force Automation will make your salespeople more efficient and productive by recording leads, keeping track of meetings and activities, and managing the sales process. Record a new opportunity, generate a quote and turn that quote into a sales order. From there, all the standard Sales Order management processes will apply. Sales Force Automation Demonstration Summary Check calendar Review customer profile Record opportunity Create quote Schedule follow-up activity Review reports Track leads Generate order Key Points Day in the life of a salesperson Automate and track sales activities

27 How QAD improves salesperson productivity Calendar If you were a sales representative, your day typically would start with a look at your calendar. Are there any things that you need to be sure to do today? That s right you met one of your customers at a conference last week and she asked for a quote on your new product. You had better get that out today! By entering this as an activity in your calendar here (rather than on a sticky note) you immediately have access to all of the information about this customer - not just the phone number, but all of the information about the company, installed products, service history & issues, and open sales opportunities inquiries, outstanding quotes, open orders. You can also track any notes you might have, right here! Demo 1. Select Sales Management > Activities 2. Hover over today s Appointment to display details 3. Double-click Call Kelly

28 4. Click Profile Note: You can click the down arrow beside Profile to see a list of options, or just click Profile to get everything. 5. Click various tabs

29 6. Close window 7. In Contact Notes, enter Remember to ask Kelly about the trip to Brazil 8. Click OK Key Points Microsoft Outlook Style Calendar views Linked to all profile information contact info, phone, address, opportunities, installed base, campaigns Can generate additional activities from this one call, , letter, meeting Complete activity history Great customer response, builds trust

30 Customer Profile Profile information is available from within the call, as you just saw, or from the menu. Sales representatives will use this regularly to look up information on any contact customer or prospect names, address, activities, opportunities, quotes, installed base, call history. It provides a 360 degree view of a customer including interactions derived from sales, marketing, customer service, and support. For existing customers, much of their information is comes directly from the QAD Enterprise Application, including order history, prices, terms, installed base information, and service records. When a customer or prospect calls, you have all the information at your fingertips so you can respond promptly and knowledgeably. And you can prepare before a customer call or visit, ready to show your customer you understand and value their business, and making sure there aren t any outstanding issues that will catch you by surprise! Demo 1. In menu, select Sales Management > Addresses > All Profiles 2. Click Cust.No to sort 3. Highlight Customer Medilogic 4. Click various tabs on lower screen (Details, Activities, Opportunities) Key Points Central repository of all information derived from sales, marketing, customer service and support Knowledgeable response to inquiries; prepare for calls or visits Show customer you understand and value their business; Avoid surprises

31 How QAD improves sales forecasting Opportunity The customer you are scheduled to speak with today had asked about accessory products, so you will likely want to record this as an open Opportunity on the sales funnel. There are all sorts of details that you can enter with any opportunity all used for sorting and analysis like the Source of the opportunity. You can also enter a probability. Initial inquiries default to a pretty low probability 10% - but you can change this based on my confidence. Demo 1. Click Opportunities tab 2. Click Column Heading Create Date 2 times to sort 3. Right-click anywhere in the Opportunities box

32 4. Select Add from drop-down Menu 5. In Details, enter Contact Kelly Robinson, Short Description Product Inquiry Source Seminar / Conference, Site , #Stage QUOTE Probability 25% 6. Click Save 7. Click Close Key Points Track all new leads as opportunities Codes like Source used for sorting and analysis Probability reflected on weighted funnel reports

33 How QAD reduces administrative cost Quote See how easy it is to generate a quote for your open lead - simply right click the opportunity, click the Quote tab and add a quote. When you add a quote, you enter the same information as a regular quote done in QAD Sales Quote Maintenance shipping and billing information; pricing; discounts and extra charges; dates required, ship and due; and complete product information - all without the assistance of a sales admin. You can print a copy of the quote, on paper or electronically, and send it to your prospect. The quote will be automatically entered into your sales pipeline and it will be visible throughout the system and on this contact s history including everything that you have negotiated products; discounts or special offers; terms and conditions. Demo 1. Click Create Date 2 times to sort 2. Highlight the opportunity you just added 3. Right-click, Select Edit 4. Click Quote Tab

34 5. Right-Click in Quote area 6. Select Add from drop-down 7. Click Further Details tab 8. Enter Disc % 5%

35 9. Click Save 10. Right-Click in Product box, Select Add Line from drop down Menu 11. Enter Product ID Click Re-price 13. Click Save 14. Click Close

36 15. Click Close 16. Right-Click Quote

37 17. Select Quote Print from drop-down Menu 18. In Quotation Header Template, click lookup icon, select Quote-header.dot 19. In Quotation Lines Template, click lookup icon, select Quote-lines.dot

38 20. Click Quote Print Note how this generates a template document in Word you can customize before you print.

39 21. Close window 22. Click Close 23. Click Yes Key Points Easy to enter a quote; Same info as Sales Quote Maintenance (typically done by sales admin) Print or electronic copy, Customize and send to prospect

40 How QAD improves salesperson efficiency Schedule Follow-Up You also want to be sure to make a follow up call, so you can an activity into your calendar right now flagging you to make a follow up phone call tomorrow. Note how it automatically gets associated with the initial opportunity? When the follow up date comes, you can make the call; trigger an or letter; and schedule a follow-on meeting all recorded as activities for this contact and visible in their history. There s a full audit trail. Whenever you reach out to this contact, you have all the information at your fingertips ensuring you can provide great customer service and build trust without spending hours gathering information to prepare for a call. Instead, you will put all your effort into making the sale! Demo 1. Click Activities tab 2. Right-Click in Activity box, Select Add > Telephone from drop down Menu 3. Enter Subject Follow up call re quote, Contact Kelly Robinson, Start Time <next Monday>

41 4. Click Save 5. Click Close 6. Close window Key Points Easily schedule follow up activities Ensures timely response Tied to contact and opportunity Complete audit trail Great customer response

42 How QAD improves forecasting Opportunity Reports There are a variety of reports available in the system let s take a look at one that shows open opportunities by sales rep. Note how this report shows the open opportunity, by Stage, and gives you a weighted potential that s the probability multiplied by the forecasted (or quoted) amount. This kind of report is typically most useful to sales management when determining sales forecasts. Demo 1. In menu, select Sales Management > Reports 2. Click Standard Reports 3. Right-Click Opportunity Report by Sales Rep 4. Select Run this Report 5. Enter Due Date <this year>

43 6. Check My Team 7. Click OK 8. Click No 9. Close report Key Points Sales rep can review open activity Sales manager can look at open activity Weighted potential = Probability times forecasted (or quoted) amount

44 Lead Tracking Here s another really handy way to look at Opportunities. As a salesperson, you have visibility into your entire pipeline filtered to show the opportunities, sorted by the stage they are in, deal value, and more. You can easily adjust any of the details perhaps changing the probability, adjusting the dates, sending a quote or generating to order. You can also see my performance to target have you achieved your forecast? Did you close the business when you thought you would? This is all available for you and sales management to ensure the most accurate forecasts. Demo 1. In menu, select Sales Management > Opportunities 2. Click Create Date to sort 3. Click Filter drop-down Key Points View entire pipeline Filter - Stage, Deal Value, Probability, Dates Change any details Send a quote or order See performance to target

45 How QAD reduces cost and eliminates errors ERP Integration You can automatically release quotes to create sales orders. When you contact the prospect to follow up on the quote, you can review all of the original quote information and records of any discussions. At that point, you can send out a revised quote, change your probabilities and/or generate an order. Notice once again here you do not need to involve any administrative staff. You simply take your original quote and turn it into an order minimizing delays and maximizing the productive time you have with your customer. Confirmed orders can be sent directly to your QAD Enterprise Application kicking off all of the required manufacturing, shipping, and invoicing activities there. Note that you have control over what gets pushed to ERP see the Send Order to QAD ERP selection on the bottom left of the screen. This can be set as a default, but manually controlled if needed. Demo 1. Highlight Opportunity 2. Click Quote Tab 3. Right-Click MediLogic quote

46 4. Select Change Opportunity Stage 5. Enter Change Opportunity Stage ORDER 6. Click FIRM

47 7. Click OK 8. Click Yes 9. Click OK

48 10. Click OK 11. Click Order Tab Note the External ID (that is the order number) 12. Maximize QAD Enterprise Application 13. Select Customer Management > Sales Orders > Sales Order Menu > Sales Order Browse (or 7.1.2) 14. (Optionally) double-click Sales Order to launch Sales Order Maintenance or click Hybrid View icon, click Modify icon Note: remarks 15. Minimize Key Points Generate Order from Quote, No need for admin Updates QAD Enterprise Application standard order and shipping processes Send Order to QAD ERP option can be set as default, but changed as needed

49 Closing In closing, using QAD Customer Relationship Management you will be more efficient, productive and responsive to your customer needs, while increasing profit through improved customer acquisition and retention. With Customer Relationship Management, you will deliver accurate and actionable sales forecasts based on visibility of the entire pipeline. Your team will focus on the most profitable activities, spending more time directly with the customer, building and nurturing strong and profitable relationships. Sales and marketing will collaborate to generate profitable business with budgeted and controlled marketing campaigns with quantified outcomes. QAD: Enabling the Effective Enterprise! Customer Relationship Management Closing Order Management Costs - Increase productivity - Improve customer response time - Focus on winnable opportunities Forecast Accuracy - Rate sales opportunities - Monitor marketing campaigns Enabling the Effective Enterprise! Key Points Enabling the Effective Enterprise! o Increase sales productivity 1- to 20% o Reduce sales resources 1 to 5% o Increase customer contact time 5 to 10% o Improve forecast accuracy 5 to 10% o Improve customer response time 5 to 10% o Increase customer satisfaction 5 to 10% Customer Service KPI

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