SuiteCRM Customer Relationship Management System

Transcription

1 SuiteCRM Customer Relationship Management System Overview SalesAgility is an ISO9001-accredited professional services consultancy engaged in transforming the business needs of our clients into robust and elegant SuiteCRM deployments. SuiteCRM is an open source Customer Relationship Manager system. SuiteCRM uses SugarCRM Community Edition 6.5 as a core but extends it's functionality by providing additional features not found within the Community Edition of SugarCRM. SuiteCRM is published under an open source license (Affero GPL). There have been more than 100,000 downloads and the ecosystem community currently stands at more than 16,000 members. SuiteCRM Software as a Service (SaaS) provides enterprise class software with all the benefits of open-source; Cost Effective No software license costs You own the application No vendor lock-in; It's your software and data no forced upgrades or changes. Community Robust software with a community of thousands of developers and rich ecosystem of extensions Bespoke System - System Administrators can create fields, labels, drop down values, layouts, build custom modules and alter the theme's colour scheme without any code customisations. Workflow - Allows users to improve efficiency by automating business processes. Real-Time Reporting Making management decision-making quicker and more efficient. Central Repository One place for all your customer data Browser based Your data; any time, anywhere. Feature List Features Modules Description Relationship and Pipeline Management Accounts Contacts Leads Opportunities Calls Meetings Capture and manage customer organisation information. Capture and manage customer individual information. Used to manage your sales leads or unqualified opportunities. Used to manage your sales opportunities. Schedule and log your calls associated to your customers. Schedule and manage your meetings associated to you. SuiteCRM Customer Relationship Management System Page 1 of 7

2 Service Management Marketing Sales Workflow Automation Reporting Generation Tasks s Calendar Notes Documents Mobile Cases Portal Targets Set actions for yourself or other users. Archive or send s from your CRM instance. Allows users to view, schedule and manage activities such as calls, meetings, and tasks. Add notes and attachments against other modules in the CRM system. Store documents and associate them to customer and sales modules. Read only mobile access for any CRM module. Track and manage issues reported by your users and customers. Allows your customers to create and track cases from a Joomla interface. Capture and manage targets to market to. Allows users to send out mass campaigns Campaigns and report on the results. Set up templates to be merged with CRM Templates data. Track and manage events and delegate Events attendance. Locations Products Product Categories Quotes Invoices Contracts Workflow Reporter Home Create locations for your events. Capture the products you offer and their associated information. Categorise your products for reporting. Create quotations using product and service lines then generate PDF documents to distribute to your customers. Convert your quotations to invoice and generate PDF documents to distribute to your customers. Capture and manage contract information. Automate core business processes by defining conditions to trigger the creation/modification of records or sending s internally or externally. Generate real-time reports on your CRM data. Design personal dashboards to obtain key information quickly. Projects Capture and manage your organisations projects. Project Management Create, assign and track project tasks against a Project Tasks project. Administrator Tools Studio System Administrators can create new fields, SuiteCRM Customer Relationship Management System Page 2 of 7

3 Connectors Module Builder Moduler Loader Theme Settings change labels, alter the user navigation, rename modules and alter module layouts from within the system requiring no technical knowledge. Create new custom modules and add them to the CRM. Upload extensions and connectors for additional functionality. The CSS can be configured to change the current colour scheme using a colour palette. SuiteCRM has a rich ecosystem of connectors with other applications available. These are not included within the SaaS offering but can be acquired post delivery. On-Boarding Your SuiteCRM instance can be made available within 10 minutes of ordering. If data migration, field configuration, workflow building or training services are required these can be provided as separate services. Service Management Portal Method Description Included? Telephone A support@ address that directly creates a support case in our support management system and assigns the case to a support engineer. Support portal access for asynchronous threaded support cases. Available at all times for issue reporting and during support hours for updates. File upload is also supported. The support desk is available directly between 08:00 and 17:30. The support desk is staffed by directly employed SalesAgility personnel in Scotland and the staff are SuiteCRM domain experts with outreach to the engineering and consulting teams who design and deliver solutions. Included Included Additional Costs Once a case has been raised it is assigned to a member of our Support Team and given a severity rating. Depending on the nature of the case it may be assigned to another member of the team to action. SuiteCRM Customer Relationship Management System Page 3 of 7

4 Level Description Response In Fix By Severity One Severity Two Severity Three Causes data corruption or system crash or you cannot make effective use of our services Feature does not work as documented, no reasonable work around exists and you have a critical need of the feature Feature doesn't work as documented but a reasonable work around exists or you can wait for the next release for a fix 20 Minutes 24 hours from problem confirmation 4 Hours 2 business days from problem confirmation 24 Hours Identify resolution within 14 days and incorporate fixes in upcoming release. Severity Four Information or other 24 Hours Case by case basis. request. During the life-cycle of the case, any updates made by our team will automatically update the individuals associated to the case. Updates will be sent via and published to the support portal. Our support management system is monitored by our Service Level Agreements (SLA) workflows. When a case is approaching it's resolution by time as dictated by the SLA, the issue is escalated to ensure your ticket always gets the right attention. Aftercare Change can be a difficult thing but at SalesAgility we want to make the process of implementing a new CRM system as smooth as possible. For each engagement SalesAgility ask that the client nominates one main champion and optional additional supporting champions. These champions will be the main points of communication within the organisation and will be responsible for reporting Bugs/Issues to SalesAgility and providing feedback on the project. Champions will be issued a go-live pack during the project which details important information that will be helpful once the new CRM system goes live. This includes key contact details within SalesAgility. The main champion will be contacted after project delivery as part of our aftercare programme to ensure the smooth transition to using the new CRM. During the first four weeks, SalesAgility will contact the client once a week. This will relax in the next two months to once a month and then communication plan will be drafted to suit the clients needs. SuiteCRM Customer Relationship Management System Page 4 of 7

5 Training SalesAgility offer bespoke training services as a separate cloud service. Session Type Agenda Items User Core Getting Started Accounts Module Activity Planning Contacts Module Documents Module Homepage User Preferences Sales Specific Service Specific Campaign Specific Leads Module Opportunities Module Dashlet Charts Cases Module Advanced Open Portal Creating Target Lists Creating Campaigns Creating Templates Tracking Campaign Statistics Creating a Bounce Handling Account Reporting Creating a Simple List Report Adding Conditions Presentation Creating a Chart Exporting Reports to.csv Exporting Reports to Target List. Adding Related Modules Taking Snapshots System Admin User Management System Settings Studio Tools Max # Participants Workflow Workflow Tool API Training Using the API to retrieve data from the CRM. Using the API to write data to the CRM. 4 Participants SuiteCRM Customer Relationship Management System Page 5 of 7

6 Server Environment and Backup Specification Our SuiteCRM SaaS offering uses the DigitalOcean to quickly launch applications. The application is hosted in their London data centre. The London data centre is ISO27001:2005 and ISO9001 certified. Our servers come with SSD hard drives that improve the performance of your CRM dramatically, unlimited bandwidth and 10Gb of disk space. All servers are built on powerful Hex Core machines with dedicated ECC Ram and RAID SSD storage. The system is browser based and thus a supported browser is all that is required by the users. Expected server uptime is 99.9% with any essential maintenance scheduled out with core business hours. A full backup of both the application and database is taken each month with incremental backups taken daily which are compressed and encrypted. Restoration can be achieved on request and will take between a couple of minutes to an hour to complete. System Administrators can also obtain a backup of their instance and data by clicking a button found on the admin panel for their system. SuiteCRM provides a Web Service API to read data from the CRM and write data to the CRM. Supported Browsers Feature List Browser Supported Version Comments Google Chrome Firefox 31, SuiteCRM Customer Relationship Management System Page 6 of 7

7 Internet Explorer Safari Compatibility mode not supported 10.0 Compatibility mode not supported 9.0 Compatibility mode not supported Trial Services A trial version of SuiteCRM SaaS can be made available on request. Payment and Termination Terms Services to be paid in advanced in either quarterly or yearly instalments. This Agreement will automatically renew for successive three (3) or twelve (12) month terms unless cancelled in writing by you at least 30 days prior to the termination date. We will then do a final backup of your data and application and pro-rata refund the unused portion of the term. SuiteCRM Customer Relationship Management System Page 7 of 7