Top 10 On-Premise CRM Software Vendors Revealed 2008

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1 Top 10 On-Premise CRM Software Vendors Revealed 2008 Profiles of the Leading On-Premise Find the best on-premise customer relationship management system for your business.

2 About On-Premise CRM There are many decisions to be made during the customer relationship management (CRM) buying process. Perhaps one of the most important is choosing the deployment option that is best for your business. In recent years, on-premise CRM solutions have lost market share to their on-demand counterparts. But, those low monthly fees can be deceiving. In some cases, on-premise CRM can actually be more cost-effective, and produce a more tangible return on investment. Additionally, it can offer greater flexibility, deeper functionality, and tighter integration with existing business systems. What is On-Premise CRM? On-premise CRM, also known as licensed, on-site, or in-house CRM, is a customer relationship management application that is housed at a client s location, and managed by its own employees. Internal IT personnel are responsible for installing all hardware and software components, integrating the solution with existing systems, deploying it to end-users, and storing all related data. System administration, upgrades, and other routine maintenance are also performed by IT staff. Key Benefits for Your Company On-premise CRM provides companies with complete control over their entire customer relationship management environment, allowing them to put the appropriate mechanisms in place to ensure optimum performance and reliability. This allows them to streamline and automate critical customer-facing operations across the business, while minimizing the risk of downtime, server overloads, system failures, and other technical issues. Businesses also receive a higher level of protection with on-premise CRM. Since confidential customer information isn t managed by a third-party, and is in complete control of company staff at all times, it is more secure and less likely to be compromised or breached. On-premise CRM also offers greater return on investment and lower total cost of ownership. While hosted CRM solutions and their pay-as-you-go pricing models may appear to deliver a quicker bang for the buck, they can be more expensive in the 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2

3 About On-Premise CRM long run. Over the course of several years, those monthly fees could add up to more than the cost of an in-house solution. On-premise CRM is designed to deliver value over an extended period of time, and has proven to be more cost-effective for companies that have long-term CRM strategies in place. Does My Company Need On-Premise CRM? On-premise CRM is ideal for any business that: Is experiencing rapid growth. On-premise CRM is more effective in large, enterprisescale scenarios. Companies that require smaller CRM implementations initially, but expect their user base and needs to grow significantly in the future, may not find the scalability they need with hosted CRM. Require extensive customization. Many businesses must make significant modifications to their CRM system in order to support unique, specialized business processes. Additionally, some companies need industry-specific or sub-industryspecific capabilities. Hosted CRM does not offer the same level of customization as on-premise CRM applications. Have a complex infrastructure. While many hosted CRM solutions do offer some level of integration, they can present some challenges when working within more intricate environments. Businesses that must link their CRM system across a disparate, complex infrastructure should choose an on-premise CRM application. Employ a large number of remote workers. Hosted CRM requires users to have Internet access in order to interact with the system. With on-premise CRM, software is installed on each user s desktop, so they can work off-line and synchronize any changes they made to the application s data once they reconnect to the Web or network. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

4 About On-Premise CRM Common On-Premise CRM Features Like their hosted CRM competitors, on-premise CRM packages offer a broad range of features that span sales, marketing, and service operations, as well as comprehensive business intelligence. However, on-premise CRM typically offers deeper functionality, particularly in the areas of cross-departmental workflow and collaboration. Additionally, many on-premise CRM solutions provide: Synchronization capabilities, so off-line workers can retrieve, add, or edit system data, then incorporate their changes when they re-connect. Intuitive tools that allow IT staff to quickly and easily configure and administer the system. Support for global implementations, including multiple languages and currencies. Pre-defined process workflows for specific vertical sectors. What to Look for When Choosing an On-Premise CRM Solution While most on-premise CRM solutions will offer similar features and functionality, there are some key factors to consider when making a purchase. Ease of administration. IT resources must oversee the CRM system, while continuing to juggle other critical corporate technology projects. Therefore, you should select a solution with simple, easy-to-use administration tools, so your CRM environment can be managed as efficiently as possible. Flexible integration. An on-premise CRM solution is a long-term investment. Make sure the one you choose can be easily integrated not only with your existing systems, but with any new applications you plan to add in the future. Customization. The primary benefit of an on-premise CRM solution, as opposed to a hosted one, is the level of customization it provides. Purchase a solution that can be easily tailored to support your unique business processes. Top On-Premise CRM Vendors You have many options when choosing a CRM software vendor. To make it a bit easier, we ve featured some of the leading on-premise CRM solutions in this paper. Review these vendors, and you ll be well on the way to finding the right on-premise CRM package for your business. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

5 Highlights Premier IBM Business Partner. Awards: ISM 2007 Real Time CRM, ISM Top 15 CRM Provider of both hosted and on-premise CRM software. Browser-based, simple, affordable. Ownership: Private Founded: 1994 Customer Focus: Small to mid-sized companies. Headquarters: Coppell, TX Business Model: Hosted and On-Premise CRM Products: Relationship Management Sales Management Customer Service Marketing Management Analytics Knowledge Management Select Customers: Beno J. Gundlach Co, Jameco, Thomas Engineering, Brown Chemical, City of Coppell Price: Not published. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

6 About C2CRM ClearC2, Inc., delivers customer driven technology solutions. Accessible to everyone in the organization via the Web, offered as both an OnPremise and SaaS solution, C2CRM provides instant access to critical customer and prospect related information. While 100% web based, C2CRM also provides 100% off-line capabilities, which is ideal for companies with remote sales forces. If you re looking for a solution that has the customization and flexibility that you can t find in a simple contact manager, but doesn t have the high-costs or complexity of a highend ERP-based CRM solution, C2CRM might be right for you. Designed for small to mid-sized businesses, C2CRM streamlines sales processes by providing real-time information on leads, prospects and customers. It improves marketing efforts by tracking which marketing initiatives work and which ones do not. It streamlines customer service by providing comprehensive customer information. Finally, real-time data gives your management team the information they require to make better decisions. C2CRM is sold as a software and hardware solution on IBM equipment. A variety of bundles offer flexibility to meet your computing environment needs. C2 makes it easy to implement your CRM solution in stages that fits your business needs. With the Relationship Management solution, customer information is in a central repository for quick access and sharing by all customer-facing and support personnel, providing a unified customer experience. Sales Management includes all areas under Relationships, plus the capabilities required for seamless, efficient Sales Force Automation. The Customer Service function tracks post sales activities, specifically, help desk support, time and material billing, and field service activity. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

7 About C2CRM Marketing Management provides automated, collaborative marketing communications via the customer s preferred method of contact. You can personalize the promotion of your products and services based on a customer s individual needs. Additionally, measure campaign results from lead status to opportunity. Analytics and Knowledge Management helps you uncover the best or most profitable customers, determining what those customers really want and how best to serve them, C2 can help determine the actual costs associated with servicing a particular customer - without having to wait for reports or IT assistance. Clear C2, Inc. is a Premier IBM Business Partner which develops applications for today s changing business world. Clear C2, Inc. was founded in 1994 as a division of Clear Technologies, Inc., a leading IBM Business Partner focused on IBM eserver sales and service. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

8 Highlights Over 1.7 Million licenses sold Adopted by 76% of the FTSE 100 and 50% of the FORTUNE 500 Used in more than 80 vertical markets in over 40 countries Offers free trial for GoldMine Premium Edition Only CRM vendor that provides integrated Telephony/Call Center functionality from one vendor Ownership: Private Founded: 1989 Headquarters: Pleasanton, CA Business Model: On-Premise CRM Products: GoldMine Enterprise GoldMine Premium GoldMine Corporate Customer Focus: Small and Mid-size Organizations Select Customers: Advanstar Communications, Chicago White Sox, Colonial Saw, Cosco, First American Equipment Finance, Instron Corporation, LeylandAlliance Price: Starts at $695 per user for Premium Edition 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 8

9 About GoldMine (By FrontRange) GoldMine Enterprise the latest CRM solution from FrontRange s award-winning GoldMine product line. GoldMine Enterprise is designed for the business that wants its CRM to add significant value, not just automate sales calls. These businesses look for CRM to create value through increased agility, higher success ratios, and integration of data from disparate points in the organization. The design of GoldMine Enterprise benefits from the input and best practices of the world s largest CRM user base. We combined our decades-long experience in CRM with the latest technologies in access, integration, and configuration to produce software the way you want it. Relationship Management Manage relationships the way you naturally organize your business, by account, household, distributors or other specially defined category-go beyond generic customer or contact categories Centralize information in one repository-integrate third-party data silos, Finance or Accounting departments, order management systems, back-end ERP, and more Gain a 360 degree view of your customer or other relationship data-data from any system and any source, exposed for use or integrated robustly-you decide Marketing Automation Campaign Management Create and manage campaigns easily Create test campaigns and run trials. Predict and quantify campaign ROI Fine-tune campaigns, as they roll out, using real-time data Lead Management Distribute leads to the right person automatically using configurable business rules Adjust and optimize your management in real-time-rank, qualify, reassign, and more, Use extensible business logic to maximize the value of your lead analysis 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 9

10 About GoldMine (By FrontRange) Sales Management Opportunity Management Real-time visibility into all your sales activities, including product and services information and revenue details Built-in Sales Methodology support keeps processes consistent and sales cycles on track Easy-to-use interface helps you manage all information surrounding sales opportunities Forecast Management Forecast tools enable sales users to better predict, manage, and analyze their pipeline Ensures sales users stay focused on reaching their sales quotas Forecast dashboards allow management to view, analyze and manage forecast figures, properly and accurately Quoting Integrated Quoting Tool automates what previously were common failure points in the sales process Guaranteed consistency of customer information, products, pricing, and cross-selling offers Flexible approval processes allow you to standardize quotes and manage exceptions Customer Support Consistent, real-time answers via , telephone, Web and all other access points Access to full customer case history, including data pulled from sources across the organization Customer support Best Practices and opportunities to streamline processes increase productivity 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 10

11 Highlights Completely integrated, sales, marketing and customer service & support management solution. Simple & quick to deploy and use, offering the lowest total cost of ownership in its class. Multiple access options: desktop, Web, or mobile devices (BlackBerry or Windows Mobile ) Ownership: Public (Toronto: MAX) Headquarters: Vancouver, BC, Canada CRM Products: Maximizer CRM 10 Founded: 2002 (Predecessor company founded 1995) Business Model: On-Premise Customer Focus: Small and mid-sized companies and divisions of larger enterprises Select Customers: Siemens, Ipsos, Nestlé Clinical, Ericsson, HSBC, Singapore Airlines, Cathay Pacific Price: Starting at $ , Business-Software.com. All Rights Reserved. Reproduction Prohibited. 11

12 About Maximizer Maximizer Software Inc. provides proven and affordable customer relationship management (CRM) and contact management solutions that help small to mediumsized businesses increase sales, streamline marketing, and enhance customer service and support. Maximizer has sold over one million licenses to more than 120,000 customers, ranging in size from entrepreneurs to multi-national organizations. Maximizer CRM adapts to the way you work, and grows as your business grows. Choose from four editions, as well as several add-on modules and options for the solution that matches your business needs. The right solution will depend on your number of users, access, and feature requirements. Maximizer Entrepreneur Edition Maximizer Entrepreneur Edition, the award-winning contact manager, is designed to help you maximize your time, improve customer satisfaction and increase sales. It s easy to configure right out of the box, so you can get up and running quickly and focus on your business. Entrepreneur Edition is ideal for small businesses, home offices, financial advisors, realtors, and sales professionals in virtually any industry. Features include: Contact management Opportunity management Sale force automation Integration with Microsoft Office Integration with QuickBooks accounting software Mobile access through BlackBerry or Windows Mobile devices On-the-fly reporting with easy exporting to Excel 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 12

13 About Maximizer Maximizer CRM (Group, Professional and Enterprise Editions) Designed for larger organizations, Maximizer CRM provides full-featured CRM functionality including marketing automation and customer service & support. Maximizer CRM provides multiple access options including desktop, Web and through the latest PDA devices. Features include: Contact and account management Sales force automation Marketing automation Customer service and support Web and mobile device access (BlackBerry or Windows Mobile ) Microsoft Office integration Partner relationship management Workflow automation ecommerce and payment processing Microsoft Exchange Integration Integration with QuickBooks Microsoft GP accounting software Maximizer Software is a worldwide organization with business partners and offices in its three regions: Americas, Europe/Middle East/Africa (EMEA), and Asia Pacific. Maximizer has sold over one million licenses to more than 120,000 customers, ranging in size from entrepreneurs to multi-national organizations, include leading companies such as Siemens, Ipsos, Nestlé Clinical, Ericsson, HSBC, Singapore Airlines, Cathay Pacific, William Mercer, and Bank of New York. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 13

14 Highlights Highly customizable CRM application/platform. Familiar Microsoft Outlook-like user interface. Robust reporting engine for shareing between users in a variety of formats, including Excel, HTML, PDF, XML and CSV. Ownership: Public (NASDAQ: MSFT) Headquarters: Redmond, WA CRM Products: Microsoft Dynamics CRM Founded: WA, 1975 Business Model: Hosted and On-Premise Customer Focus: Outlook users in small and mid-size businesses. Select Customers: H&R Block, Expedia, Millennium Hotels and Resorts, COMPUSA, Zone Cuisine, CONTACTS Price: The full-suite Professional Edition is priced between $622 and $880 per user and $1,244 and $1,761 per server. Full-suite Small Business Edition, which is a requirement for the Small Business Edition, is priced between $440 and $499 per user and between $528 and $599 per server. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 14

15 About Microsoft Microsoft Dynamics for customer relationship management empowers your employees to boost sales, satisfaction, and service with automated CRM that s easy to use, customize, and maintain. Microsoft Dynamics business software offers a wide spectrum of feature-rich, affordable CRM solutions to help you meet your specific needs. Whether you run a small, growing business or a large organization with a high number of customers and large sales and marketing teams you can use Microsoft Dynamics to help you manage relationships even better. The Microsoft Dynamics suite of CRMrelated solutions inlcudes: Microsoft Dynamics CRM Microsoft Dynamics AX for field service Microsoft Dynamics AX for sales and marketing Microsoft Dynamics GP for field service Microsoft Dynamics NAV for sales and marketing Microsoft Dynamics NAV for service management Microsoft Dynamics SL for field service Microsoft Office Outlook 2003 with Business Contact Manager The CRM solutions and capabilities within Microsoft Dynamics connect closely to other Microsoft technologies that you may already use. This brings together data, helping your sales people to answer customer questions without making the customer wait. When your employees use the CRM functionalities of Microsoft Dynamics, they work within a familiar Microsoft software environment. This helps reduce distractions of having to learn and work with disparate software tools. Microsoft Dynamics solutions are typically implemented for you by a Microsoft partner with the right industry and technical expertise. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 15

16 Highlights Easy to customize interface which can be tailored to individuals, roles, or departments. Simple yet intelligent business process configuration tools. Solid open architecture design to let you centralize all customer data in one system. Ownership: Private Headquarters: Indianapolis, IN CRM Products: Onyx CRM Founded: 1994 Business Model: On-Premise or Hosted Customer Focus: Mid to large-size enterprises. Select Customers: Wells Fargo, AIG, the Seattle Mariners and Konica Minolta Price: Not published. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 16

17 About Onyx If you re a mid- to large-size enterprise looking for an application that can accommodate ever-changing business needs, increased competition or more sophisticated customer demands, Onyx is an award winning CRM solution that can meet your dynamic and ever-increasing demands. Onyx, a Consona CRM solution, has the breadth of functionality and is set apart from its competitors based on their design philosophy, flexible interface and configurable business process tools. Onyx CRM is used by more than 1300 customers in a variety of industries, with a focus on the financial services, health care, contact center, high tech and local government markets. Design Philosophy Onyx CRM is built around a philosophy of Total Customer Management (TCM) which ensures end-to-end vision of what s going on with your customer. Whether you implement the solution in a single department or across your enterprise, it organizes information, even information from other systems, around the customer since the customer is the center or your business and your success. Sales, support, marketing, and product profiling all come together in a comprehensive picture to empower intelligent, informed customer interactions. Flexible Interface and Tools Many competing products are designed around rigid process flows that force you to work a certain way. The Onyx CRM solution provides unparalleled flexibility and technology to do business in the way that you choose. Whether you re looking for a simple solution or something more complex, Onyx CRM can accommodate your unique business challenges. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 17

18 About Onyx Service and Support Its service and support functionality spans everything from pre-contact knowledgebase searches to quality assurance case management. Regardless of whether you re managing software support issues or loan payment questions, its user interface and business process tools will ensure that your staff can support your customer s specific needs. Onyx CRM also provides: Employee and customer portal interfaces Service issue tracking with related Quality Assurance issue tracking Assignment and escalation management and web integration Employee and customer knowledgebase capabilities Sales Onyx CRM helps you organize and guide sales conversations towards a specific goal - creating a business relationship resulting in the sale of your products and services. Sales opportunities track on-going interactions, integrating with your client, and reflect the evolving status of your sales efforts via forecasting, quoting, and reporting tools. Onyx CRM also provides: Scripting for guided sales and service Workflow automation Territory management Product and service purchase records Mobile and offline capabilities Marketing Customer data from sales and service activities can easily be mined to target appropriate audiences for your offerings and execute personalized individual or bulk marketing campaigns. You can track all campaign activities and tie them back to sales performance to measure your overall program success. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 18

19 Highlights Oracle is one of the largest application software companies in the world offering virtually everything a company needs to run its business. Oracle has acquired PeopleSoft and Siebel in the past 2 years and customers can purchase either CRM software from either Oracle, Siebel, or PeopleSoft s offerings. Ownership: Public (NASDAQ:ORCL) Founded: California, 1997 Customer Focus: Solutions for businesses of all sizes. Headquarters: Redwood City, California Business Model: Hosted and On-Premise CRM Products: Siebel Customer Relationship Management Oracle E-Business Suite PeopleSoft Enterprise Customer Relationship Management JD Edwards EnterpriseOne Customer Relationship Management Select Customers: Amazon.com, CNET Networks, Dell Inc., Blue Shield of California, Allstate Insurance Price: Siebel CRM ondemand starts at $70/user/month. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 19

20 About Oracle Oracle, the world leader in CRM, claims five million live end users and more than 100 million registered self-service users. The company offers four comprehensive Customer Relationship Management (CRM) product lines that leverage enterprise data to drive profitable customer interactions. Oracle s products cover the breadth of CRM functionality from sales, marketing, and e-commerce, to customer service and analytics. Oracle s mix of CRM solutions is a result of several acquisitions, including JD Edwards, PeopleSoft and Siebel Systems. The company s hosted software, CRM On Demand, competes with Salesforce.com. CRM On Demand offers low-cost, hosted CRM solution with little or no up-front IT investment. With CRM On Demand, you can accelerate sales, improve marketing and deliver consistently top-notch customer service. Several industry-specific versions are available. On-premise solutions are also available. As are complete analytics solution. Functionality varies across product lines. Select from: Business analytics Contact center and service Customer data integration Customer order management Enterprise marketing Partner relationship management Sales force automation Self-service and ebilling Revenue management Service management Mobile sales Case management Advanced pricing And much more... Oracle Corporation was founded by Lawrence J. Ellison in 1977 and is headquartered in Redwood City, California. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 20

21 na.sagecrm.com Highlights On-premise version can run inside of Microsoft Outlook. Sage offers both hosted and on-premise solutions. Targeted at small and medium businesses. Ownership: Public (LSE:SGE) Founded: 1981 Headquarters: Scottsdale, AZ Business Model: Hosted and On-Premise CRM Products: Sage CRM SageCRM.com Customer Focus: Small and medium businesses. Select Customers: ACME Truck Line, Asbestway Abatement Corporation, Buffalo Sabres, CPS, Digitell Price: Starting at $1,495 per server and $495 per user license; Hosted Service $69/month/user 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 21

22 About SageCRM With a wide range of front-office and back-office solutions including accounting, human resources, payroll, fixed asset management and customer relationship management (CRM) software Sage Software offers award-winning products and services that have revolutionized the way companies do business in today s marketplace. Sage Software solutions serve companies across a broad spectrum of industries, ranging from small privately-owned businesses to large nonprofit organizations. Sage CRM is a wireless and Internet-based CRM system that provides enterprise-wide access to vital customer, partner and prospect information. Sage CRM Sage CRM is an easy to use, fast to deploy, feature rich CRM solution providing enterprise-wide access to vital customer information - anytime, anywhere. With Sage CRM, you can better manage your business by integrating field sales, internal sales, customer care and marketing information. SageCRM.com SageCRM.com is a comprehensive on-demand CRM solution for clients seeking a low-cost, low-risk solution. One price gets you everything: CRM application, support, training, backups, and updates. SageCRM.com also offers the flexibility to migrate to an onsite CRM system as business needs evolve. Sage Software is a subsidiary of The Sage Group plc, a leading international supplier of accounting and business management software solutions and related products and services for small and midsized businesses. Formed in 1981, Sage was floated on the London Stock Exchange in 1989 and the Group now has 5 million customers. The Sage Group plc. is the company behind many respected software brands including: Peachtree, Sage CRM, Sofline Pastel, ACT!, and SalesLogix. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 22

23 Highlights Offers a fully integrated suite of CRM applications from contact management and sales automation to marketing campaign management, quoting and customer service. Completely customizable CRM Framework. Provides both on premise and hosted CRM software. Integration with accounting/erp systems. Ownership: Private Founded: NJ, 1988 Headquarters: Tinton Falls, New Jersey Business Model: Hosted and On-Premise CRM Products: Commence Desktop CRM Commence CRM On-Demand Customer Focus: Small to mid-size businesses divisions of large corporations. Select Customers: PNC Bank, NY Post, Siemens, Sprint, Shell oil, WD-40, --- several thousand small to mid-size companies. Price: Get started for just $30 per user per month with our managed service. Other pricing options available. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 23

24 About Commence Founded in 1988, Commence Corporation is a leading provider of CRM software for small to mid-size businesses. The company s products are designed to meet the most challenging requirements of today s businesses. From rapidly deployable hosted solutions, to fully integrated desktop applications, Commence helps organizations manage, coordinate, and maximize every customer interaction. Commence has been the recipient of numerous industry awards. The company s CRM solutions are distributed worldwide and had been sold under private label agreements by IBM, Compaq Computer and Lucent Technologies. Commence offers complete Freedom of Choice to select the solutions and platform that best meets your business requirements. You can purchase the CRM application suite for use on premise or on-demand as a managed service. You can even extend or build your own departmental applications using the company s development toolkit provided with the product. All Commence solutions support: Contact & Account Management Sales Force Automation Marketing & Campaign Management Quoting Customer Service & Support Microsoft Desktop Integration (Outlook, Excel, Word etc.) Reporting and analytics Web integration Google Integration (Maps, Finance) Disconnect or remote users Support for Mobile Devices Web services API for integration with QuickBooks, other accounting/erp systems 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 24

25 About Commence Commence Desktop CRM is ideal for customers looking for a powerful comprehensive CRM solution that operates inhouse on desktop computers. This comprehensive ready to use solution can be deployed right out-of-the-box and tailored to meet specific business requirements without programmer intervention. Commence Desktop CRM is easy to use, and easy to maintain. Commence CRM On-Demand is a feature rich web-based solution that is easy to use and deploys rapidly. Commence On-Demand is modular in design allowing you to select only those applications you need to manage your business. The product requires no hardware, no software, and no IT infrastructure cost. What differentiates Commence from other CRM offerings is the company s rich 20-year history and track record for delivering high quality reliable business software to small and mid-size companies. Today several thousand growing businesses serving 35 unique industries in 22 countries around the world rely on Commence CRM solutions for managing their business. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 25

26 Highlights Focus on providing CRM Software to mid-sized companies. Offers complete suite of CRM solutions. Provider of both hosted and on-premise CRM Software. Ownership: Private Headquarters: Fremont, CA CRM Products: Soffront CRM Founded: CA, 1992 Business Model: Hosted and On-Premise Customer Focus: Mid-market. Select Customers: ensim, Sand Technologies, Ternion Corporation, redemtech, Iverson, HitSoftware Price: Not published. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 26

27 About Soffront Soffront was an early pioneer of CRM in 1993, with the release of its customer help desk and defect tracking solutions. For over a decade, Soffront CRM has evolved into a complete end-to-end CRM solution, providing sales, marketing, service and knowledge management with greater adaptability and customization than any other mid-market provider. The Soffront solution is completely web-based (zero foot print web client), is built to adapt and can be deployed in days. Soffront offers an end-to-end CRM solution spanning sales, marketing and support. Soffront CRM is comprise of: Marketing automation Customer support Defect Tracking Order Processing CRM Portal Sales Automation Employee Support Knowledge Management Asset Management Mobile CRM Soffront Software Inc. focuses on mid market companies seeking CRM solutions. With more than 2,500 customers worldwide, Soffront s installed base includes Fortune 500 companies, mid-sized businesses, federal, state, and local governments. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 27

28 Highlights Focus serving mid-market organizations. Depth of functionality and increased automation. Robust customization and integration capabilities. Ownership: Private CRM Headquarters: Cedarburg, WI sfa Products: Oncontact Founded: WI, 1995 software Model: On-Premise and Hosted Customer Focus: Mid-market companies. Select Customers: Prudential, Protective, CBC, Paulo, Taconic, Carfax, Biotek Price: Starting at $1,295 per user. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 28

29 About Oncontact Oncontact CRM - Run with it. Ready to get up and running with CRM? The Oncontact CRM solution lets you automate all your critical business information, while increasing productivity and reducing costs. Our CRM solution can also help you develop effective sales, marketing and customer service strategies. Our CRM software houses all your company s information in one central screen to immediately provide a complete view of each customer. Now, because your sales, marketing, customer service and management departments have all the information they need, they re able to run with it. With Oncontact CRM, they can make quick, informed decisions every time they communicate with a prospect or customer. Oncontact CRM Sales Whether you choose a networked or synchronized environment, our CRM application provides your team with the essential data it needs to be productive and well organized. With Oncontact CRM software, you ll be equipped with a complete 360-degree view of your organization so you can stay on top of your competition and in touch with customers. Oncontact CRM Marketing Oncontact CRM allows you to search any data, letting you pinpoint the exact audience you want to reach. You can then execute all sorts of campaigns blast , broadcast fax and direct mail campaigns in a matter of minutes. The CRM application also allows you to run extensive queries mining the exact customer and prospect data you need with our marketing and call center features. The CRM software uses query results to generate reports that help plan campaigns as well as evaluate the results of past campaigns. The CRM marketing module also manages lead sources, areas of interest and campaigns associated with specific prospects and customers to identify which marketing efforts are boosting business and which ones aren t paying off. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 29

30 About Oncontact Oncontact CRM Customer Service Oncontact CRM provides a full-scale customer service and help desk management system that lets you track customer service inquiries, incidents and problems. This creates a knowledge base that your support professionals can access in an instant. With Oncontact CRM, your company can provide fast resolution for new incidents and problems regardless of their complexity. In addition, the customer service module lets you build queues that transfer inquiries away from an occupied support professional to a free support rep or support manager. It also integrates with and fax applications, providing another way you can respond quickly and conveniently to customers. Oncontact CRM Customizer Oncontact CRM s Customizer toolkit allows your to easily modify the application to fit your company s wants and needs, without touching the source code. Whether your are making major enhancements or minor tweaks, the convenient drag-and-drop environment allows your to create screens to accomplish whatever you can dream up. Oncontact CRM on Demand. Whether you re using our CRM software through a web browser, connected to it locally on your network, or syncing it when you re out of the office, all your CRM information is available wherever you are, whenever you want it. It s CRM on demand. And because Oncontact CRM software is designed for the way you work, you ll enjoy an increase in productivity and a reduction of costs associated with developing effective sales, marketing and customer service strategies. It s a CRM solution that can take you further. The recipient of numerous industry awards for our exceptional CRM software, Oncontact has built a solid reputation as the experts in Mid-Market CRM, supplying satisfied customers with the right CRM solutions for over a decade. 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 30