CRM PRO. Smart. Simple. Successful. cobra CRM Solutions

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1 CRM PRO Smart. Simple. Successful. cobra CRM Solutions

2 CRM a declaration of affection to the customer In the present day market environment of globalised businesses, the modern customer knows and uses all the possibilities to be served on good terms, with top quality and if possible immediately. The better you can fulfil his wishes, the better your chances are for a long-term binding of the customer to your business. Being a future-oriented business, you align your business strategy not only towards your own products but firstly according to your customer s needs. Place him at the centre of your business philosophy and actions. Address your customer s individual needs and personally attend to him. With increasing information and communication technologies there is also an increase in the number of interested parties and customers as well as their contacts with your business. Varied amounts of information concerning requirements, business transactions, service transactions, actions and reactions accumulate: the previously anonymous customer gains a personal profile. Only if you are collecting and organizing all this information, and it is at your disposal at the right moment, will you be able to advise your customer competently and address his needs specifically, thereby gaining an advantage over the competition. As a manufacturer with over 25 years of experience in the CRM software development branch and many thousands of customers, cobra offers you solutions for your successful customer management. With a target group oriented customer sales approach, structured procedures and a company wide transparency, your introduction to a modern CRM system will be playfully easy. You will recognize new potentials; optimise existing business processes thereby boosting your distribution success. With each day your customer management will become more efficient and clearer you and your customers will be thrilled and CRM will become a declaration of affection towards your customers. The company cobra GmbH Germany Place of business Constance on Lake Constance Founded 1985 cobra AG Switzerland Place of business Tägerwilen on Lake Constance Founded 1989 Customers D, A, CH more than Licence on the market more than Foto: 2

3 »The quick realization, the attractive price and the simple usability convinced us. Furthermore, we esteem with cobra the direct line to the manufacturer and supplier.«airport Nürnberg GmbH. IT-Project supervisor Ralf Lang Implement CRM projects successfully we come to the point! We have summarized for you a few important points making CRM in your business the magical formula for long-term business success: 1 CRM is given top priority Consider CRM as an integrated business strategy, exemplified by the management. 2 Include the rank and file The earlier your employees are included into the CRM process, the better this way you can exclude reservations and secure team support. 3 Set individual goals Define exactly what your goals are and create acceptance criteria for them. The decision for the right software partner guarantees the successful course of your CRM project. Because criteria such as. short implementation period,. simple usability,. flexibility and adaptability of the system,. tangibility and services of the implementing partner provide for a smooth process. 4 Analyze the business processes Illuminate your business processes. Are your workflows efficient? Are you using your resources appropriately? 5 Project planning and realization Your CRM project now becomes a success by mapping your workflows with cobra software. Together with our consultants a detailed project, time and training plan will be defined. 6 Optimise the address data stock The address data base forms the core of the CRM software. Uniform and current data is indispensable, allowing for unambiguous customer segmentation and consequently a goal-oriented processing. 7 CRM must be lived and continuously grow The course is set: all employees have access to relevant customer information, appointments, correspondence and contacts. But only the constant care of the customer data and consistently working with the software system can provide for a long-term success. 8 Measurement of success and control The achievement of objectives on the basis of the initially defined acceptance criteria is controlled towards the end of the CRM implementation. The cobra evaluation tool essentially supports the creation of key data and helps to recognize further potentials. 3

4 Professional customer management with cobra insert and start! Successful customer management necessitates besides internal organizational duties also the reliable adherence to appointments and tasks, the knowledge about the needs and wishes of the customer as well as planning and creating of events and marketing actions. Each employee of your company takes on a role in these areas of duties. With cobra, these activities are turned into a child s game. All team members will be optimally supported through professional customer and contact management. Convincing advantages. cobra is impressive because of its cost-efficient availability, adaptation and maintenance. Through numerous standards and templates the software is immediately usable after the acquisition.. The user convenience of the product allows short periods of familiarization and due to a fast work load relief of the employees quickly lead to a high acceptance in the company.. High flexibility and adaptability turn cobra into a solution shapeable to different business sectors.. Perfect office interfacing and powerful functions allow structured workflows leading to an increased efficiency in distribution, marketing and back office.. Distribution processes and projects will become transparent and can be steered and controlled optimally.. Analytic CRM: an elaborate reporting system provides the substantiated basis for decision making and delivers management information. 1 1 The user-defi nable address table provides an overview of the complete customer data which you can search and sort very simply. 2 Using keywords, you can mark the customer with attributes, which are easily and quickly selectable for actions. 3 The contact history with document management provides information about the complete correspondence

5 »cobra is used by many different users, who are able to become familiar with the program, quickly and without a great expenditure of time due to its simple operability. This saves time as well the inexperienced user s nerves.«city marketing Constance. Manager Friedhelm Schaal Functions overview Address management so simple In addition to the immediately applicable standard user interface, you have the possibility to arrange the customer information according to your requirements. Through structured relations and hierarchies you win a fast overview of the existing connections between your different customers. Input assistance, extensive ZIP code data and a sophisticated duplicate correction process support fast and simple input as well as the consistent maintenance of your data. At the same time selection lists guarantee also in dependence of certain field contents the plausibility of the content. Transparent contact management By means of the customer contact list, where all telephone calls, letters, conversations, s or faxes with the customer can be stored and retrieved, you ensure current information for the entire team. The cobra integrated document management stores documents automatically and also allows assignment from Outlook, Lotus Notes and Groupwise. This allows you to close time consuming information gaps. Marketing & mailing You want to address your customers target-oriented and to precisely control the course of actions in distribution and marketing? With cobra, you select in the twinkling of an eye the right target group. Using the serial letter and the new serial mail assistant, you can personalize, print or send via with only few clicks. 5

6 Campaign management With the campaign management you define and automate all following processes for the activity and assign tasks selectively to team members. At all times, information is available to you about the current status and success of an activity, providing for consequent processing within the team. Send information F letter ( Bernd Schlegel no response Follow-up call U telephone ( Bernd Schlegel asks for offer Send offer F letter ( Ulrich Hecker no response Follow-up call U telephone ( Bernd Schlegel Arrange U telephone ( Astrid Eilers order asks for offer no interest Close miscellaneous ( Bernd Schlegel Send invoice E letter ( Ulrich Hecker Delivery E parcel ( Ingrid Boll Control of appointments and tasks With cobra, you plan your business and private appointments and tasks, of course not only for one team member but also for entire groups. The integration of addresses, appointments and tasks open new possibilities for the distribution, because each employee can assign certain tasks to his colleagues directly from cobra. Herewith a clearly defined work flow is established ensuring real-time processing of all of the customer s wishes. Customer service with precision landing Using cobra, you can offer your customers the best service. To know who the caller is at the ringing of the telephone bell, when and what was last discussed or the actual processing status of an order and even which complaint is being raised, leads to a precision landing in the matter of service. With the set-up of an information system via integrated HTML pages in cobra you can secure that customer-independent information to current actions or events is always handy. The customer correspondence is settled casually in passing In cobra documents, letters and s can be given your company s layout per mouse click. The same is applicable to lists, labels and register tabs. 1 1 The cobra Welcome screen informs you at program start about all important tasks and appointments. Telephone calls in absence or also the last processed and contacted addresses are immediately available thus each employee can directly tie in to activities from the day before. 6

7 Professional customer management for all sectors of business Distribution precise and planned The module distribution projects supports your distribution employees, beginning with a continuous lead trace up to the successful conclusion of a distribution project. The mapping of your distribution processes and the different distribution phases enables your employees to systematically use their resources and activities to deliver a reliable sales forecast. Thereby the management is informed and up to date at all times about the actual status of projects The list of all distribution projects with corresponding distribution phase provides a quick overview. Filter concerning certain criterions or employees are adjustable in the right hand area. Managing more information With cobra all relevant information has a secure place in your information system and is quickly available at any time. By the use of flexible expandable tables it is possible to assign device lists, car pool, events, service claims and more to a customer. Even within these tables additional dependent tables provide a quick insight into the details of given positions. 2 Within cobra, the Welcome screen provides respective extensions for the distribution projects area. 7

8 »Customer information being up to date and complete is of particular importance for us in the area of office and field service. With the installation of a data replication and the interfacing with Microsoft Axapta, cobra has developed the perfect solution for us.«scs Steinfels Cleaning Systems. Manager Sales and Service Beat Schwarz Analytical CRM evaluation, supervision and control The management decision fundamentals for your business planning are meaningful key data and evaluations. cobra provides a comprehensive instrument for the analysis of customer information, additional data, distribution projects or other activities of your business of course alternatively per employee, distribution area or for the entire business. Stored report formats are accessible anytime with the current status which helps to manage actions as well as to identify weak points within the processes. Mobile solutions Aside from the local use of cobra CRM PLUS there are many mobile possibilities available for you in the cobra product range: Terminal-server operation, data synchronisation online and offine and data exchange with Outlook guarantee your team unrestricted mobility. 1 telephone contacts In the report system, you choose from predefi ned reports or create business-specifi c evaluations covering all information areas. 2 The evaluation of the contact history shows for example the number of telephone contacts per employee. 8

9 cobra CRM PRO Maximal performance for your CRM In addition to the benefits of cobra CRM PLUS, with cobra CRM PRO you secure exclusive functionalities to increase efficiency and transparency in your business. Moreover cobra CRM PRO offers a multitude of enhancements within the security concept. Increasing Sales Efficiency. Together with the efficiency expert Walter Zimmermann cobra integrated an absolutely new methodology in the software that supports you to detect and utilize existing efficiency potentials in your business, by systematic controlling and measuring of sales-related activities.. For sales and distribution this introduces a software-supported focusing on achieving the maximal potential from the existing basis of customers and potential customers. Per click only those addresses with a respectively high potential are shown to the sales department employee, as an example. 1 1 The statistics quickly shows the percentage of your company s contacts that have been established with potential addresses. Automatic Information Management and Total Transparency. A cobra-internal messaging system that allows for direct linking to an address or a record in the database simplifies the cooperation within the team. For example, follow-up inquiries regarding contact entries or ambiguous changes in other data areas are directly linked to the respective entry via the cobra message.. With the cobra Event Management you define an event in the database that should lead to a specific resulting activity. This can be an internal notification as well as the forwarding of an address to a specific campaign. This function also allows for an automatic controlling of target figures.. The modification log ensures that you can follow up all changes on address data, contacts and other tables. This is a real must-have in the matter of transparency, especially for sensitive data. 9

10 Free tables Free tables can be used to administrate information independently from addresses in your database and thus create relations between such information and the addresses. This will enable a different focus on your data. Complex relationships can be represented precisely, for example in the area of real estate or leasing. The information is retrieved quickly and presented clearly; not only the features of a property, but also persons or companies can be linked to that real estate. Thus it is always clear what was agreed with the real estate owner, which potential buyers have been registered, or whether a craftsman has been ordered to do repairs. With cobra CRM PRO, different requirements can be realized, for example in the area of event management, workshop management, personal recruiting, but also a ticketing system for your customer service department. Just as you require! cobra duplicate module The standard version of cobra is already able to find identical addresses with a few clicks only. More difficult is fuzzy searching for duplicates that cannot be identified distinctly such as those containing scrambled letters or minor typing errors. Sophisticated algorithms enable the cobra duplicate module to find almost all duplicates. Searching is done very quickly. You can adjust search criteria and accuracy of the duplicate search yourself, according to your requirements. The duplicates found will be available in the duplicate module until you have finished editing these duplicates. You can merge addresses as well as delete them, or just ignore the duplicates and retain them in the database without changing them. 10

11 Benefits at a glance cobra CRM PRO cobra CRM PLUS Data management Flexible customizable user interface and database Flexible customizable user interface and database Templates for quick entry of recurring content Fields per table unlimited unlimited Different field types (e.g. text, calculation, counters fields, checkboxes, images); field formatting possible Hierarchical contact management and with address links Automatic assignment and address creation for standardized formats e.g. from Internet shops (only with Microsoft Outlook) Import and export of vcards as well as address import via drag & drop Comments, notes and keywords Data entry assistance and selections lists (optionally data dependent) provided e.g. sectors, symbols, zip codes Additional data tables for company-specific information Subtables depending on additional tables Contact management with automatic document storage Unlimited number of additional contact fields and a freely designable contact form Additional tables to store freely definable user content (e.g. events, real estate information, service cases, etc.) 64 0 Define relationships between multiple tables and display them in a single table Filter, query and print functions for all tables Extended search and filtering facility, grouping and aggregation of contents for all tables Address filter to narrow down the addresses shown for employees or compaigns Document storage with indexing system per document field for addresses and contacts Document fields for all existing tables with indexing system Integration option for more DMS solutions Document search (feature dependent on the external DMS used) Data import and export Integrated duplicates module and consolidation of addresses optimal Synchronizing of data to import heterogeneous cobra databases into the master database, scheduled if requires Modification log (logs changes of field content) Event Management: database monitoring of free definable events Context-sensitive field assistance and warning fields Back office & office organization Letters, lists, labels, index cards in company layout at the touch of a key integration and assignment in.msg format directly via menu bar in Outlook Integrated client for sending via SMTP Use of single s templates in the serial mail wizard Alternative client integration of Lotus Notes and Novell Groupwise dispatch via external mail program Automatic call detection, call list, dialing function and much more, with telephony via TAPI Project and client management Internal messaging system with reference to specific data areas Service User configurable additional tables for information from service, event management etc. Visualization of workflows via the integrated campaign management Automated workflow responses Integration of HTML pages as knowledgebase, product catalogue and more

12 Benefits at a glance cobra CRM PRO Sales and efficiency management Sales management for the efficient handling of sales projects Individually configurable sales processes Evaluation of sales activities on a per employee or team level Integrated efficiency module to focus activity on contacts with high potential Evaluation of overall sales activity efficiency Automated message transmission, e.g. when sales targets are achieved Marketing Multilevel selection possibilities in any number of fields, tables and contacts Storing of multilevel queries Putting queries on hold for usage at a later time Releasing queries on hold for other users Categorization of customers via free definable fields or keywords Serial mail wizard for MS Word with checking of restriction notes including filing of the forwarded documents in the DMS Serial mail wizard for s in HTML and text format including attaching and checking of restriction notes Scheduled dispatch of serial mails Campaign management including analysis tool Extended campaign management with automated dispatch of s from campaigns, association of activities with records, extended functions with variables Optimization of German postal charges Task and appointment management Welcome Screen as control center for all transaction data with all due appointments and tasks Individually configurable Welcome Screen cobra Appointment manager with a direct connection to the contact record Optional integration of the cobra Appointment Manager or MS Outlook calendar Reporting system and statistics Statistics function for the evaluation of addresses Extended statistic function for the evaluation of data in cobra and external data Edit statistics, creation of individual layouts for reports and granting authorizations for statistics Sophisticated reporting module for the presentation of analyses in graphical and tabular form of all data Creation of efficiency statistics Mobility Instant access via cobra Mobile CRM to cobra data with BlackBerry, iphone or ipad Instant access via cobra Web CRM to cobra data via the internet Outlook synchronization of addresses, appointments and tasks with filters, formats and scheduling Synchronization of the system environment and database replication with notebooks, branch offices and home offices. Data can be replicated within the network or e.g. via dial-in or secure VPN connection (limitation 230 fields). Rights management and security system Integration of cobra user administration with MS Active Directory Detailed rights management with write and read permission at field and user level Role-based access rights system with table and field authorizations for all tables System, group and user-specific permissions and formats Assigning an address to several groups Field permission for addresses outside the group Modification log and field change monitor Wizard for saving and restoring address and system databases Updated: November 2011 cobra CRM PLUS 12 12

13 Successful with cobra CRM solutions Excerpt from our reference list You can find a complete reference list in the Internet under cobra GmbH Weberinnenstraße 7 D Konstanz Telefon Telefax info@cobra.de cobra AG Bahnstrasse 1 CH-8274 Tägerwilen Telefon Telefax info@cobraag.ch 13

14 14 cobra GmbH Weberinnenstraße 7 D Konstanz Telefon Telefax info@cobra.de cobra AG Bahnstrasse 1 CH-8274 Tägerwilen Telefon Telefax info@cobraag.ch