Evolution of CRM. What is CRM? CRM at it s Core is. Sage CRM PC Retreat Agenda. What is CRM? Why CRM?

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1 PC Retreat 2013 : 360 view of your business. For the following teams in your organization Executive, Sales, Finance, Marketing Customer Care and Process Management ( is now included with Sage 100 ERP) Presenter: Rob Lawson Agenda What is CRM? Why CRM? What is? Why? Why CRM now? Features Overview Summary Testimonials and Customer Successes Q&A 2 What is CRM? Evolution of CRM Sales Force Automation Contact and Calendar Management Rolodex CRM Enterprise Collaboration 4 What is CRM? CRM at it s Core is Why CRM? CRM (Customer Relationship Management) Sales Marketing Customer Service Productivity and Task Management Process Automation Calendaring Alerts and Escalation What is a customer? Client, Patron, Shopper, Consumer, Vendor, Partner, Home Buyer/Seller, Subscriber, Distributor, etc CRM is not just Customer Relationship Management CRM empowers your organization to manage relationships 5 1

2 PC Retreat 2013 Why would I need CRM? What challenges can CRM address? Is everyone working through a central portal to access data? Do you trackas many interactions with people as possible? Does your sales, marketing, finance, support and consulting teams interact with the same customers and prospects? Are leads potentially falling through the cracks? Can anyoneon your team pickup when someone is out sick? 7 Challenges for the Back Office Challenges for the Sales Ability to prioritize tasks and manage time Having a central place for information Efficient Cash collection process Maintaining vendor relations and status No access to non-financial customer information preventing them from resolving issues promptly when talking to customers Managing sales pipeline and forecast Management roll up of forecast Consistent forecasting guidelines Access to information when out of the office Limited access to complete customer communications history while attempting to effectively chase payments Reducing duplication of effort to minimize mistakes and improve productivity Prioritize and manage purchasing requests Prioritize and manage internal IT requests Back Office Accounting Finance Information Technology (IT) 9 Prioritizing tasks and manage time Having a central place for information Maintaining customer/prospect relationships Reducing duplication of effort to minimize mistakes and improve productivity Customer Service Sales Operations Accounting 10 Challenges Customer Service/Accounting Challenges for the Marketing Prioritizing tasks and manage time Scheduled tasks and calendaring Escalation work flow Support help desk ticket tracking Internal Knowledgebase Having a central place for information Maintaining customer / vendor relations Accessing customer informationto resolve issues promptly when talking to customers Customer Service Customer Sales Accounting Service Ability to prioritize tasks and manage time Having a central place for information Managing Campaigns Drip marketing Tracking ROI on marketing campaigns, trade shows, telemarketing, websites, etc. Reducing duplication of effort to minimize mistakes and improve productivity Marketing Sales Finance Information Technology (IT) Reducing duplication of effort to minimize mistakes and improve productivity

3 PC Retreat 2013 What is? is an integrated solution designed for mid-market companies looking to empower their outside facing staff with tools that will allow them Greater mobility Better organization and structure of their activities for Twitter for LinkedIn Faster The Sage response CRM Twitter to integration customer requests with instant real-time access enables you to establish, track, and Better respond to understanding Twitter communication of traffic customer needs in real time, and can be used for a variety Increased business productivity of critical marketing and customer relationship requirements Increased engagement and collaboration Sage Customer Symposium Introducing Introducing Sage ERP & Sage Suites On Demand Services 3 rd Party Applications Connecting Your Business Your Sales, Marketing & Customer Service Teams Your Customers & Partners Powerful toolto manage customer relationship and gain customer insight Easyto use & Quickto deploy (On-premise or Cloud) 14,000+ customers 70 countries Integratesquickly and seamlessly with Sage ERP Sage: What is CRM? Scales up as needed to meet company s growth needs 15 Cost Effective Sales, Marketing and Customer Service Automation 16 Why? Benefits All Increases Sales Productivity ImprovesSales Opportunities and Increases Close Rates OptimizesMarketing Spend and Maximizes ROI Enhances Customer Experience and Delivers Excellent Service Sage Customer Symposium 17 Reduces Costsby Automating Processes and Delivering Better Service 3

4 PC Retreat 2013 Reduces Costs Integration with Sage ERP Integratesquickly and seamlessly with Sage ERP Automated processes less human errors, less administrative time, less paperwork Improved customer service less returns, less customer attrition, better responses Better customer insight effective marketing to help move slow moving products, quality information for better forecasts Eliminatesduplication of efforts and data corruption Supportsend-to-end data strategy including mobility and social media Fosterscollaboration and Improvescommunications across business units Acceleratescustomer responses to inquiries and Increasesquality of information According to Gartner, CRM is How Does it Help What challenges can a CRM solution address for the different roles in your organization? Thriving not just surviving Productivity Management What is Productivity Management? Sage 100 ERP s Productivity Management is about ALL INTERACTIONSorganizations have internal and external. Productivity Management -track & analyze to better understand every interaction with stakeholders Track each interaction involved in a successful sale Track every touch-point involved in a legal action Easily collaborate across the organization, as all authorized stakeholders have quick access to centralized information, which facilitates better decisions

5 PC Retreat 2013 Comprehensive Information Services Team All customer interactions on one page! 26 Sales Team Sales Team 27 Executive Team 28 Consulting Team

6 PC Retreat 2013 Customer Success Team Marketing Team 32 Finance/Accounting Team Finance/Accounting Team How do Users create and then access this information? There are several deployment options available for and Sage 100 ERP. Today we will focus on two of the options that are available for accessing updating and accessing this information. The first will be the use of the Outlook Plugin The second will be the use of mobile devices such as the ipad, iphone, Android Tablet and phone (beta)

7 PC Retreat 2013 Outlook Integration What Challenges do your staff face when they are out of the office? No access to information Mobile Mobile Native Applications Sales Lite for the iphone Sales Tracker for Windows 8 Smart UIs Full support for the ipad OS for iphone, ipad & Android devices 7.2 Mobile Features iphone App Sales Lite Windows 8 App Sage CRM Sales Tracker End user support for the ipad OS Ability to switch between optimised UI and full screen browsing 39 Mobile CRM Made Simple (Native Apps) Our new mobile apps at a glance... iphone, ipad, Android Phone and Tablet Sales Tracker Sales Tracker for Windows 8 gives users access to their company, person & opportunity records from their Windows 8 Tablet device. Users can even build a watch list of opportunities key to their pipeline. Sales Tracker can also be accessed via a Windows 8 PC. Sales Lite For sales users on the road who need up-to-date information on their phone, even when out of coverage. Sales Lite gives users mobile access to their data, tasks and appointments, and integrates the iphone allowing users to track and log outbound calls, and SMS activities 7

8 PC Retreat 2013 What challenges can CRM and Sage 100 ERP address for the different roles in your organization? Sales Management Dashboard Executive Dashboards Collections Management Dashboard Interactive Dashboards Marketing Dashboard What challenges can CRM address for the different roles in your organization? Thriving not just surviving Financial Processes 8

9 PC Retreat 2013 Time Wasted Credit Approval Process Credit Approval Process Think about your process when someone wants to apply for credit? How much time is wasted Chasing down paperwork and documents Chasing down the account manager Chasing down the customer We spend so much time educating the Sales/Account team on what they need to provide it just seems to go in one ear and out the other. You would think they would want to get their customers credit and make it easier to close business. Tools Available within SageCRM What challenges can CRM address for the different roles in your organization? Core Functionality Tools that are available within No selling to accounts on hold With the use of a small customization, a user can be notified when a customer is on hold when they navigate When placing an order Sage 100 ERP Sales Order entry screen within SageCRM notifies the SageCRM user when a customer is on hold and also places the order on hold automatically. When promoting a quote to an order Sage 100 ERP Sales Order entry screen within SageCRM notifies the user when a customer is on hold and also places the order on hold automatically. With the use of a small customization, a user can be Sage 100 ERP Customer Maintenance screen Customer on Hold Notification 9

10 Click on Customer button from Sales Order Entry Request Credit Increase Process PC Retreat 2013 SO being placed on Hold when clicking on Accept Hold Demonstration of tools available within Customer ON HOLD Summary Buttons Request Credit Increase Process ERP Query Promote to customer process (Custom Workflow) What is your AR Collections process like now? AR Collections Manager

11 PC Retreat 2013 Get people to pay sooner AR Collections Manager How much do you collect every month? What if you could collect the cash sooner? How many of your customers pay late? How much could you re-invest if you reduce your DSO (Days Sales Outstanding) by 10%? We collect $500,000 per month. What can you do with the money you collect your money 10 days sooner? Collect earlier and get the cash available to run our business. 61 What challenges can CRM address for the different roles in your organization? What is your internal IT request process like now? Help Desk Requests 64 Internal IT Help Desk Requests Support Help Desk Tracking Process and priority Warranty and Vendor Details Internal Knowledgebase Escalation Evaluation and review for training Even though we outsource our IT I can still see exactly who our time and money is spent on issues I never even though affected our business because I had no way to evaluate them. I can only imagine when my new IT person starts next week how much it will benefit her. 65 What challenges can CRM address for the different roles in your organization? Thriving not just surviving Operational Process 11

12 PC Retreat 2013 Integration Touch Points Promote to customer process (Custom Workflow) Show existing customer touch points Quotes to Orders Receivables Orders Item History Sage 100 ERP user license requirement eliminated for the Order Entry integration Create quote Convert to order Customer Price List Integration Touch Points Show existing customer touch points Quotes to Orders (Quick Quotes/Order Entry) The Sage 100 ERP user license requirement HAS BEEN eliminated for the Quick Quote/Order Entry integration in the release of Sage 100 ERP 2013 and 7.1. Note: The use of the FULL UI (Which uses a Sage 100 ERP user license is still available per user) Create quote Convert to order Customer Inquiry Views: History Invoice, Open Invoice, Customer Payments, Sales Order, History Order, Shipping Invoice History, Open RMA View Company Inquires and Views Customer Maintenance Integration Details Inquiry, History, Maintenance buttons Inquires and Views Sales Order View into Business Insights Explorer 12

13 PC Retreat Integration with Sage 100 ERP 2013 Integration Touch Points Touch Points Inquiries and Views Customer Inquiry History Invoice View Customer Payments View Sales Order View History Order View Shipping Invoice History View Available Now from Community site Sage 100 ERP 2013 shipping with 7.1 Collections Management New Inquiry buttons on Company Summary tab On-Hold Component Open RMA View Maintain Relationship Customer Maintenance Why would I need CRM? Why would I need CRM? Do you have a calendaring and task system for improved cash collections? Do you have to track information on spreadsheets? Do you have to have someone write reports for you? Do you know what your team has been doing all day? Do you know where you lose most of your sales? 76 Summary Sage Customer Symposium 77 Other Features Sales Opportunity Management and Forecasting Marketing Campaign Management Sage E-marketing (Drip Marketing) Customer Service Knowledgebase Productivity, Calendar and Task Management Alerts and Escalation Management Customer Self Service Mobile Integration iphone, ipad, Android Phones & Tablets 13

14 PC Retreat 2013 is used by over 12,000 organizations in 70 countries worldwide Summary Why Tracksbusiness performance metrics and Helps your management team to effectively manage Focuses your sales on the right opportunities and Increasestheir productivity Enables marketing to deliver quality campaigns & optimize budgets Empowersyour support organization to deliver exceptionalcustomer service and Increases customer retention We ve been using the software like crazy and loving it! We re getting an immediate return on investment and realizing big productivity gains, and we continue to tweak the product as needed. Eric Robichaud, CEO, Mediaweave has exactly what we need. The others only deliver about 50 percent. Sean O Neil, Vice President, VenderePartners Visit the Ecosystem at (Official Group) THANK YOU 14