Sage CRM: The Right CRM Solution for You May 29, 2013 Robert Kramer Supervising Consultant BKD Technologies rkramer@bkd.com David Beard CRM Principal Sage Software @talkcrm
What Is CRM & Why It Matters How It Can Help Your Business
The Sage CRM Proposition Sage ERP & Sage Suites On-Demand Services 3 rd Party Applications Connecting Your Business Your Sales, Marketing & Customer Service Teams Your Customers & Partners
Introduction Who Does Sage CRM Work for
Common Business Issues Faced by Companies Today I need to know what the revenue flow looks like quickly and easily It takes me ages to roll up all the line-ofbusiness forecasts I need a quick and easy way for me to see how the business is performing I want to maximize the productivity of all my employees I need to be able to calculate the cost per member easily and accurately Acquisition campaigns are difficult to manage and information can go missing Forecasts are difficult to create and timeconsuming I sometimes spend my whole morning trying to figure out who I m meant to follow-up with and when I want to have access to the same member information the customer team has so I understand any issues I don t want to be wasting time re-entering the same information into multiple places We don t have an upto-date log of all communications with members Our processes are not automated so issues sometimes fall through the cracks
Why Do Companies Experience These Difficulties? User CRM Brings It All Together Information in Disparate Locations Throughout the Company
Overview Complete Customer View Providing the Complete Customer View Visibility across sales, marketing, service & accounts Instant access to areas such as Opportunities Communications Cases Invoices Drill-down to underlying opportunity Drill-down to underlying communication Drill-down to underlying case Drill-down to underlying invoice*
Overview Ease-of-Use Within An Easy-to-Use Tool for Your Entire Business Tab The Fully structure Quick integrated Start tab facilitates ensures coaching that dynamic facility new swapping users become between key Specific information to screens, productive on the areas driving user adoption system as soon as possible. Hyperlinks enable quick Users drill-down benefit from to underlying a broad range data of video-based Main tutorials Menu on the provides product access to commonly used functionality Quick Tips section provides walk thro
Overview Full Activity Management Powerful Activity Management Capabilities Complete calendar & task management View by day, week, month & due-by dates Simple creation of activities by users
Overview Workflow Automation Extensive Cross-Business Process Design & Automation Design with intuitive drag-and-drop tools Minimize administration-intensive tasks Ensuring activities are carried out in accordance with policies
Overview Reporting & Analytics Complete with Powerful Reporting Capabilities Comprehensive standard report categories straight out of the box Customize & create new reports, using wizard-based tools
Overview Dashboards Fully Customizable Dashboards for All Users A range of fully configurable dashboards Monitor key performance metrics in real time Easily customized to address the requirements of individuals or teams Performance monitoring widget Saved searches widget Priority leads widget Web feed widget
Overview Configuration & Customisation Simple & Quick Configuration Individual users can configure in line with individual preferences Managers can configure in line with team or departmental requirements Administrators can carry out basic & advanced customizations on a codeless basis
Overview Integration with Sage Back-Office Applications Delivering Out-of-the-Box Integration with Sage ERP Providing Sage CRM out-of-thebox, accessed front-to-back- through the can be office Outlook integration interface which Provides removes for the need to switch between Consistent data applications Straight-through processes Contacts, calendar activities Reducing and re-key tasks & are re-check synchronised processes seamlessly between Outlook and Sage CRM which means data only has to be captured once in either system to be
Overview Integration with Sage Back-Office Applications Working anytime, anywhere, any device Providing Sage CRM support can be for smartphones, accessed through tablets, the online Outlook & interface offline which Ensure removes access the need for to everybody, switch between all of the time applications Contacts, calendar activities and tasks are synchronised seamlessly between Outlook and Sage CRM which means data only has to be captured once in either system to be
Sage CRM Overview Presentation
Sales Force Automation Sales Empowerment Empowering Sales Staff to Sell More Effectively Access to the tools & information they need every day These include Customer intelligence Calendars Accounts Reports Pipelines Contacts Lists Dashboards The Opportunities Calendar tab provides sales staff with aand unified view of upcoming Dashboards provide sales representatives &an managers with acan single view of with key sales The Quick Look tab provides sales staff with summary information on The Sales representatives tab and presents sales managers sales representatives can generate and sales sales performance managers reports asales in Multiple contacts can be captured, accessed managed for each company oras Sales Invoice * lists can tab be provides defined according sales staff to with multiple overview criteria, of and the transaction be maintained activities and tasks which can be viewed by day, week, month and due-date information and performance data communications history, active opportunities and open cases unified aopportunity few simple view ofsteps all current by value history static or ofdynamic their customers groups opportunities for along on-going with drill-down sales activities toand thestage underlying invoice
Sales Force Automation Account & Activity Management Making Account & Activity Management Easy Comprehensive, realtime visibility of their customers New tasks & calendar activities can be created instantly from within a record Multiuser activities can be scheduled with ease
Sales Force Automation Lead Management Ensuring Leads Are Captured, Allocated & Progressed Leads can be rated, reassigned, edited or converted to an opportunity A full lead audit trail is provided throughout, & dashboards ensure transparency
Sales Force Automation Opportunity Management Offering Powerful Tools for Opportunity Management Allowing staff to manage their opportunities effectively Within each opportunity, quick access to: Quotes Communications Documents Notes Opportunity history High-level Instant Full Additional audit communications document access trail summary free-form on history stages current information notes history with of and current drill-down historical on opportunity the current quotes underlying with opportunity attachment drill-down to underlying details
Sales Force Automation Sales Forecasting Making Sales Forecasting Easy Forecast information is automatically consolidated from the sales pipeline Automatically consolidate individual forecasts from team members
Sales Force Automation Quotes & Order Management Ensuring Quotations Are Accurate & Produced with Ease Quotes generated with pricing information directly from the back-office system Quotes can be exported to a shared template Quotes can be promoted to orders with a single click
Sales Force Automation Document Management & Collaboration Easy Management of Documents Drag & drop important documents, attaching to customer records Templates can be stored centrally, with merges carried out instantly
Sales Force Automation Sales Reporting & Analytics Providing Powerful Reporting capabilities A set of standard sales reports straight out of the box Use these or create your own
Sales Force Automation Sales Reporting & Analytics Offering Customizable Dashboards for Sales Users A range dashboards to monitor sales performance metrics For users, managers and teams
Sage CRM Overview Presentation
Marketing Automation List Segmentation & Group Management Enabling the Creation & Management of Lists Tools to target the right companies, optimizing marketing spend Use simple or complex queries, with ERP transaction information Specific response types automatically generate new lists for follow on activities
Marketing Automation Campaign Management The Ability to Manage Multi-Wave Marketing Project manage campaigns across multiple channels & multiple resources Drill-down to underlying activities, resources & budgets Associate leads to their originating campaign
Marketing Automation Outbound Call Management Offering Call Management Outbound or Inbound Create call scripts, daily calling targets & teams Capture free-text & structured information Connect to your phone system
Marketing Automation Mass Email Management Delivering Comprehensive Mass Email Management Enable users to carry out mass emailing against a target list All communications, including mass emails, are tracked against the relevant contact name
Marketing Automation Marketing Reporting and Analytics Providing Powerful Reporting Capabilities A set of standard sales reports straight out of the box Use these or create your own
Marketing Automation Marketing Dashboards Fully Customisable Dashboards for Marketing Users Monitor marketing performance metrics in real time Easily customized at user, manager & administrator level to address the particular requirements of an individual or group
Sage CRM Overview Presentation
Customer Service Automation Enhanced Customer Visibility with Extensive Workflow Driving Real-Time Customer Service Visibility Complete visibility of customer interaction, including sales, marketing & finance Workflow automation ensures that service issues meet service level obligations Understand your customer and staff metrics
Customer Service Automation Knowledge Base Centrally Store & Share Customer Service Knowledge & Solutions Document, store & share solutions to common issues, using the knowledge base Solutions can follow approval workflow before publication Once published, all solutions are fully searchable
Customer Service Automation Customer Self-Service Allow Customers to Post & Access Information Enable customers to securely access information through self-service functionality Customers can log new support issues & can also review the status of their open cases Where appropriate, customers can also access account details
Customer Service Automation Customer Service Reporting & Analytics Offering powerful Customer Service Reporting & Analytical Capabilities A comprehensive suite of standard customer reports straight out of the box Existing reports can be fully customized & new reports can be created from scratch with wizard-based tools
Customer Service Automation Customer Service Dashboards Fully Customizable Dashboards for Customer Service Users Monitor customer service delivery metrics in real time Easily customized at user, manager & administrator level to address the particular requirements of an individual or group
Sage CRM Overview Presentation
Conclusion Key Features and Value Proposition Sage ERP & Sage Suites On-Demand Services Connecting Your Business Connecting Your Sales, Marketing & Customer Service Teams 3 rd Party Applications Connecting with Your Customers & Partners
BKD Technologies Support Center Sage Support Center 866.832.4253 SageSupport@bkd.com Monday - Friday, 8 a.m. - 5 p.m., Central time Support Center toll free
Robert Kramer Supervising Consultant 314.231.5544 rkramer@bkd.com David Beard CRM Principal Sage Software @talkcrm