How To Be Successful In An International It Business

Transcription

1 CRM & xrm for your IT business for the IT sector

2 Give yourself the freedom to focus on excellent customer service Whether you are an IT service or software provider, by making your customers happy, you ensure the long term success of your business. Outstanding service, smooth project implementation and optimal customer service are the factors which determine your success. Benefit from a CRM solution which is tailored specifically to these requirements and effectively supports the customer service efforts of your entire staff. This saves time and money and gives you the freedom to focus on the essential: excellent customer service. CAS IT Services customized, flexible all-in-one solutions CAS IT Services is adapted to the needs of your business right from the start and is scalable at the workstation level. This ensures that you have the right solution for your business at all times and that everything is integrated and accessible through an appealing, intuitive interface and meets the highest usability and data security requirements. Making your IT business more competitive Profitable customer relationships and responding quickly to customer needs and changes in the market are particularly important in order to succeed in the fast-paced and highly competitive IT industry. The CAS IT Services industry solution is designed specifically for the needs of the IT sector and helps you market multifaceted products over the entire customer life-cycle: from acquisition, customer consulting and release management to support. What advantages does CAS IT Services offer to your business? Higher closing rate through optimal presentation of competencies Higher contribution margin through appropriate quoting More orders by using the entire knowledge base Reduced project implementation times through efficient processes and workflows Higher customer satisfaction with projects through fewer changes 2

3 What does CAS IT Services allow you to achieve? Always informed about the customer Access to current contacts information at any time and from anywhere Customer history with all details required for a transparent 360 overview Accurate selection of target groups for successful marketing campaigns Promote cooperation across departments Simple coordination of schedules and task management Standardized and smooth correspondence Central document repository and a quick overview of all important information Uncover sales and marketing opportunities and make use of them systematically Efficiently plan, manage and invoice projects Efficient project and resource planning with time recording Transparency with regard to processes and the current project status Project controlling with target-actual comparisons Win your customers over with fast and competent service Help desk support for handling tickets» Implementing the CAS IT Services CRM solution has improved all of our workflows and we cannot imagine doing our business without it. «Ingo Kubatschka Director K-iS Systemhaus GmbH & Co. KG Lower hotline workload thanks to the knowledge base, FAQ and online support Full cost control CAS IT Services 3

4 Make customer focus a way of life in the entire company A new level of contact management The core item: customer file with a 360 overview CAS IT Services automates contact management. After a simple contact entry process, the information is checked at the push of a button to ensure that it is correct and to avoid duplicates. Then it is compared with current reference databases and if necessary supplemented with decision-making data. The content and ergonomics of the address template can be adjusted easily and flexibly to individual requirements. Data access everywhere, at all times Regardless of where and with which terminal device your employees are working, CAS IT Services provides intuitive access to data which is always up to date and, thanks to the responsive design, adapts to any user interface. The information is available on tablets, smartphones and laptops either via replication or direct online access. This ensures that your employees are always well informed. The customer file provides every one of your employees with all of the information about a customer at a glance. All deadlines, tasks, phone calls, service agreements, products in use, correspondence, sales opportunities, support requests, invoices and projects are available structured and in chronological order. Transparency for cooperation across departments A central data repository for everyone simplifies coordination of schedules, administration of tasks and editing of documents, as well as supporting a team-based approach to project work and resolution of support cases. Your employees provide competent information, make well-founded decisions and their day-to-day work becomes noticeably easier. This motivates and saves time for what s important. Customer dashboard quick overview of all important information. 44 CAS IT Services

5 Take advantage of marketing opportunities systematically and successfully CAS IT Services increases your marketing success because you can keep an eye on the sales opportunities from the first contact to conclusion of the sale. The automatic notification and action service provides timely information about events such as birthdays of key accounts, schedule changes or escalations. Potential sales volume forecasts and reports can be prepared at the push of a button. The entire sales process becomes transparent, efficient and successful. Documenting and quoting made easy Present yourself professionally by preparing quotes and documents quickly and correctly. Changes to quotes are documented and transparent. If an order is placed, you use the quote to generate a project; important information such as licenses or services is inherited. Implement targeted marketing campaigns effectively CAS IT Services allows you to successfully implement targeted marketing campaigns. The sophisticated search and filter criteria as well as the area map allow you to find things like all current service contract customers and lets you recognize cross-selling potential. When sending messages, different communication channels are taken into account according to the permitted and preferred contact method. Customer s responses are recorded, acquired leads are passed on directly to sales and revenues are tracked. Convenient evaluations keep you up to date at all times.» With CAS IT Services, we were able to become more service oriented, streamline our business processes, and thus reduce costs as well as becoming more competitive. «Markus Hengstenberg CEO and co-founder of oraïse GmbH The sales forecasts and the order book provide a complete picture of the expected and actually generated sales. CAS IT Services 5

6 Make your customers happy with smooth project implementations and excellent service Manage projects and resources efficiently Plan and structure your projects with CAS IT Services. Account for risks, phases, milestones and goals as well as tasks, resources, budgets, costs and times right from the start. The project status, ad-hoc evaluations and an early warning system allow you to keep your projects on track at all times. The graphical interface lets you keep an eye on the workload of your colleagues and avoid schedule conflicts. Transparent project controlling and evaluations Assigning working times to projects is the starting point for consistent project controlling. CAS IT Services ensures detailed time recording on a customer and project basis including remaining work and evaluations with hourly rates. Even budget, material and third-party costs are included. Comprehensive evaluations inform you about the current status of your projects, whether you want to look at an individual project or several projects at once. Up-to-date status reports create the basis for your project invoicing. Helpdesk ensures maximum efficiency for handling service inquiries The helpdesk is used to record tickets, error reports or inquiries and also manages handovers and responsibilities. Your customer support team is informed about inquiries which are received and your customers can track their tickets online 24/7. Full cost control is ensured through automatic recording of the processing time and resource utilization. This ensures that your service team operates professionally. Knowledge base and online support reduce workload All processed service inquiries are entered in a knowledge database and can be found quickly with the sophisticated search functions. The FAQ database makes the most frequently asked questions along with supplementary information such as diagrams and illustrated instructions available to your customers. Satisfaction through service CAS IT Services makes it easier to provide information quickly and competently. Your service staff is provided with information on special agreements including service levels, response times and contacts and can process inquiries and pass them on efficiently. Thanks to the integrated contract management system, you can immediately see which services are included to what extent and at what cost. The project plan and Gantt chart lets you define milestones and provides an overview of staff capacities at any time. 66 CAS IT Services

7 CAS Software AG market leader with 30 years of CRM experience CAS IT Services is a product of CAS CRM, a Smart- Company of CAS Software AG in Karlsruhe. As an IT company, we offer you our extensive experience in the areas of sales, project business, service and marketing. We continually strive to offer best customer services the best basis for offering companies in the IT industry a technologically advanced, first-class CRM solution. Over 10,300 businesses and organizations, including global market leaders such as Daimler, Airbus, Fraunhofer, OKI and many others, employ our solutions and rely on our expertise. Find out what our team and our solutions can do for you. CAS Software AG Privately owned company Over 250,000 enthusiastic end users in 37 countries German market leader in CRM for SMEs Present in 30 countries through 200 certified sales and solution partners Investment in innovation per year: 20 % of sales Multi-award winning solutions Service Quality Future More information is available at (...) Dynamic reporting ensures that we always have a good overview, and the standardized project templates simplify our day-to-day business. «Tobias Hammerschmidt Director of Hübner IT Solutions GmbH CAS IT Services 7

8 Contact CAS CRM A SmartCompany of CAS Software AG CAS Software AG CAS-Weg Karlsruhe Germany Telefon: info@cas-crm.com Service Quality Future