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facig today s challeges As a accoutacy practice, maagig relatioships with our cliets has to be at the heart of everythig we do. That s why our CRM system ca t be a bolt-o extra it really must coect to every part of our orgaisatio. These days, of course, CRM is t just about keepig the cliets we already have. We also eed to be cotiually exploitig opportuities to grow the practice, whether through acquirig ew cliets or sellig more services to existig oes. With a limited budget for marketig, all this has to be doe as efficietly as possible. For example, we already hold a lot of iformatio about our cliets ad other cotacts so we eed a CRM system which ca use this data ad sychroise everythig back to a sigle database. The software has to be easy to use, too. A cloud-based solutio allows us to get up ad ruig quickly with o upfrot software charges ad o additioal hardware overhead. That way, we ca leave the software to get o with its job while we get o with ours lookig after our cliets ad growig the practice. 1
the solutio Maage marketig ad cliet data from a sigle locatio Whe marketig data is put ito its ow silo oe of two thigs ievitably happes: either staff have to sped extra time maitaiig ad refreshig it or else the data soo becomes out of date. The first adds sigificat admi costs; the secod makes marketig ieffective over time. The solutio is to use a uiversal marketig database i a sigle, cetral locatio, combiig data from multiple sources. Uiversal marketig database Data o all types of cotact from suspect ad prospect through to existig cliets ca be combied ad used together to drive marketig activity ad busiess developmet. Itegratio CCH CRM powered by Workbooks ca be used as a stadaloe system but durig 2014 it will be itegrated with CCH Cetral, deliverig the uique beefit that data ca be sychroised across both. So, whether you re producig a tax retur or ruig a marketig campaig, you kow you ll always be usig the most up to date iformatio. Istat access The forthcomig itegratio will give easy access to sales ad marketig tools directly from CCH Cetral. Iclusive With itegrated data ad fully itegrated software systems, CRM becomes a atural part of the work of the practice rather tha beig see as a discrete fuctio performed by a separate group of people. Accuracy ad security A sigle source for cotact data meas o more worries about iaccurate or icomplete iformatio or ay additioal overhead for maitaiig it. Cloud-based Get up ad ruig without buyig additioal hardware. The cost effective aual subscriptio is based o the umber of users ad a simple web-based iterface meas you ca access your data aytime, aywhere. 2
the solutio Get valuable isight ito your cliet data While it s importat to capture data, it s what you do with that data that really couts. CCH CRM icludes a powerful reportig egie that helps you make use of all the iformatio you hold o your cliets ad other cotacts. More accurate data CCH CRM eables you to create dashboards ad dyamic reports so your maagemet teams get real-time access to the kid of accurate data they eed for strategic plaig. Segmetatio A powerful reportig egie allows you to quickly sort ad segmet data so you ca provide your prospects ad cliets with better targeted ad more appealig offers. Better decisios Share reports with idividual users or o the basis of roles. Make sure the right people get the key performace metrics they eed to help them make quicker, better iformed busiess decisios. Get better visibility of cliet ad cotact iformatio 3
the solutio Improve the efficiecy of the etire busiess developmet process The simple truth is this: to grow your practice you eed to icrease your sales. By automatig a umber of the processes that support sales ad busiess developmet, CCH CRM icreases the effectiveess of all your sales activity, whether that s aimed at acquirig ew cliets or sellig more services to existig oes. Website itegratio Use web-to-lead forms o your website to capture leads ad automatically assig them to the appropriate staff member or cliet team. Save time ad improve efficiecy by replacig maual data etry with direct data capture. Email itegratio Sed out professioal lookig ewsletters ad promotioal emails directly from CCH CRM usig the bulk email tool. CCH CRM offers itegratio with exteral email platforms such as MailChimp ad Costat Cotact. Evet maagemet CCH CRM makes it easy for you to promote ad mage evets by allowig you to capture delegate iformatio from a dedicated web portal. Retur o ivestmet Make the most of your marketig budget by accurately measurig the retur o your marketig ivestmet. CCH CRM allows you to associate costs to each campaig ad track those activities which covert ito cliet activity, trasactios ad ew opportuities. Automate busiess processes Save time ad reduce operatioal costs by automatig key cliet touch poits, such as capturig delegate details for a evet, or the moth-ed ivoicig ru. Make accurate forecasts of future reveue 4
the solutio Automate ad improve cliet service Every cotact you have with your cliets is a opportuity to distiguish yourself by deliverig exceptioal cliet service. The case maagemet tools built ito CCH CRM eable you to build a fully rouded picture of your cliets by brigig all of your iteractios with them ito a sigle locatio. Olie capture Capture cliet queries submitted olie or via email. Support cases are automatically created ad allocated a uique referece umber without your staff havig to re-eter iformatio. Improved service Cotiually refie your services by makig use of all the data that your cliet supply. Customise case records by addig your ow fields ad produce reports to ucover the issues that are causig problems. Sales opportuities Spot sales opportuities by usig a sigle system to hadle all types of cliet queries ad other cliet-facig activity. Trackig ad maagemet Assig cases to iteral cliet teams or idividuals for workflow maagemet, prioritisatio, escalatio ad trackig. Track the progress of all curret support queries ad report o historical data. Create follow-up activities ad set remiders. Maagig cliet relatioships The ew CCH Workflow module ruig uder CCH Cetral puts CRM i the cotext of maagig cliet relatioships ed to ed, makig CCH CRM eve more powerful. 5
the solutio Maage your lead ad sales pipelie Sellig a ew service or acquirig a ew cliet is usually the last step i a log process. By urturig your leads every step of the way alog the sales pipelie you ca maximise the umber that are coverted ito actual sales, drivig practice growth. View activity See all the idividual emails, trasactios, cases ad other activities that your practice has ever had with a particular cotact. Use this iformatio to aticipate idividual or market eeds ad capitalise o opportuities to cross-sell ad up-sell. Forecast with cofidece Visibility of sales leads ad prospects is combied with forecastig tools so you ca report o expected future sales ad better maage the sales pipelie. Maage campaigs See a list of outstadig activities i your marketig campaigs ad details of campaig members. Use these to pla your campaigs so that project milestoes are achieved ad campaigs are delivered o time. Improve coversio rates by aalysig ad trackig all leads i a sigle system 6
CCH Cetral deliverig a competitive advatage CCH CRM ca be used as a stadaloe system but durig 2014 it will be itegrated with CCH Cetral so that practices ca use existig cliet ad cotact data i their sales ad marketig campaigs. CCH Cetral works across the CCH software suite, combiig iformatio from multiple applicatios o a sigle, customisable home page. CCH Cetral redefies the meaig of itegrated software. Data from across the practice ca be extracted, reported o ad used for CRM, marketig ad practice maagemet. The ituitive, browser-style iterface makes it easy for everyoe eve occasioal users to use the software. Because CCH Cetral operates across the CCH software suite you oly have to lear a fuctio oce to be able to use it aywhere. Reportig Usig the CCH Report Writer, eve o-techical users ca costruct complex reports, simply by draggig ad droppig fields. Data ca be draw from multiple CCH applicatios ad preseted i a sigle report. Simplified cross-cliet ad cross-applicatio reportig eables rapid data miig, opeig up ew markets ad opportuities. CRM ad marketig CCH CRM powered by Workbooks is itegrated with CCH Cetral so you ca grow your practice ad egage with your cliets usig the iformatio ad skills you already have. The cloud-based CRM system improves the efficiecy of the etire marketig ad sales process, from ruig evets ad capturig web queries to maagig your sales pipelie ad measurig the retur o your marketig sped. Alerts CCH Cetral ca moitor ay evet, deadlie or measure withi the practice ad sed a email alert whe the trigger coditio is satisfied overdue iformatio, excessive WIP or a completed tax retur. Alert triggers ca come from applicatios across the CCH software suite ad the alert email ca iclude a report o the exact status of whatever is beig moitored. Data maagemet CCH Cetral elimiates wasted effort ad eradicates errors with a sigle, cetral database so you oly have to eter ad update iformatio i oe place. Ad because CCH Cetral works across the CCH software suite, you ca build a complete picture of your cliets ad your practice without costatly swappig betwee applicatios. Workflow CCH Workflow allows you to maage tasks across the CCH software suite. Workflows ca be triggered by a evet such as settig up a ew cliet or by the completio of aother workflow, ad ca be exteded to iteract with third-party systems. CCH Workflow helps you moitor deadlies, avoid resource bottleecks ad focus o maagig ed to ed cliet relatioships rather tha just idividual jobs. 7 7
The Wolters Kluwer differece Wolters Kluwer is a global iformatio services compay ad umber 1 i tax ad accoutig worldwide. We re the oly compay i the UK to offer such a wide rage of products ad services dedicated to accoutats. These products ad services are built o expertise ad kowledge that stretch back to our very first tax guide, published almost a hudred years ago. The simple fact is we uderstad tax ad accoutig iside out. Our expert team supports your work across tax, accoutig, audit ad practice developmet. We work hard to help you maage ad reduce compliace risks so you ca use more of your time to build stroger relatioships with your cliets. Aroud half of FTSE 350 compaies use a Wolters Kluwer product 99 of the top 100 UK accoutacy practices use a Wolters Kluwer product 69% of all UK accoutacy practices use a Wolters Kluwer product 8
Wat to kow more? For more iformatio about CCH CRM or ay of the other Wolters Kluwer products ad services: Call: 0844 561 8181 Email: Visit: cchsoftware@wolterskluwer.co.uk www.cch.co.uk/software Wolters Kluwer (UK) Limited. Registered i Eglad ad Wales, No 450650. Registered Office: 145 Lodo Road, Kigsto upo Thames KT2 6SR, Uited Kigdom. Wolters Kluwer (UK) Ltd is authorised ad regulated by the Fiacial Coduct Authority.