…work Smarter, not Harder Introduction to Customer ... · Microsoft PowerPoint - Introduction to Sage CRM.ppt [Read-Only] Author: peters Created Date: 20080916233435Z ...

…work Smarter, not Harder

CRM Online2-4 The Angel Business CentreSt Marys SquareKelvedon, COLCHESTEREssex, CO5 9AN

Tel: +44 8700 856610Fax: +44 8700 856611

Email: [email protected]

Integrating Marketing, Sales, Customer Service & Finance for:Increased Sales OpportunitiesImproved Customer Service

Greater EfficiencyInformed Decision MakingControlled Business Growth

Introduction toCustomer Relationship Management

(CRM) SystemsCRM systems give organisations the technology and business processes to easily

identify, acquire and retain profitable clients. CRM applications help you manage allaspects of interaction with your suspects, prospects and clients and provide a

powerful 360° view of company/client relationships.

What is CRM?

There are many definitions but accordingto one industry view, CRM consists of:

Helping an enterprise to enable itsmarketing departments to identify andtarget their best customers, managemarketing campaigns with clear goals andobjectives, and generate quality leads forthe sales team.

Assisting the organisation to improvetelesales, account and sales managementby optimizing information shared bymultiple employees and streamliningexisting processes (for example, takingorders using mobile devices).

Allowing the formation of individualisedrelationships with customers, with the aimof improving customer satisfaction andmaximising profits; identifying the mostprofitable customers and providing themthe highest level of service.

Providing employees with the informationand processes necessary to know theircustomers, understand their needs, andeffectively build relationships between thecompany, its customer base, anddistribution partners.

What relates to your organisation may onlybe one of the above, the key seems to bein the ability to recognise what will giveyour organisation the quick-wins to getmore leads, win more business, and keepand support the clients you already have.

About CRM-Online:

CRM-Online is a solution provider of end-to-end business management applications formid-market businesses with a focus on CRMapplications and performancemanagement.

We aim to ensure our clients get anappropriate solution to meet their uniquerequirements yet have the flexibility forfuture growth.

Our key strengths include:

• Unique blend of Business Consultants &Technical experts

• Systems Integrators

• Specialising in CRM and BusinessIntelligence

• Bringing together business operations(Marketing/Sales/Customer Care/Finance)



Tel: +44 8700 856610Fax: +44 8700 856611


About Sage CRM:• SageCRM iis a very flexible web based solution designed to give a centralised view on all of

the organisations and contacts you deal with on a day to day basis. Information can then betracked and stored against each of these to build a complete audit trail. The system can bestand alone or easily integrated with other systems and has a full suite of configuration toolswhich can be used to adjust the system to fit with your needs. SageCRM is very easy to useand so requires little training to get teams up and running.”

• SageCRM provides Sales, Marketing and Customer Service teams with the tools they need tofind new customers, close more business and lower the cost of sales while building lasting,profitable relationships across your business channels.

Sales Force Automation:

From first contact to order fulfilment and delivery, CRM sales force automation maintains asingle source of information that’s shared throughout an organisation. Fully customisable withopportunity management, sales cycle analysis, forecasting and easy to use reporting features,Sage CRM helps sales professionals focus on the right prospects at the right time and sell moreeffectively.

Perform analysis to ensure time and energy are spent on the deals most likely to close.

Improve lead distribution and tracking.

Effectively process quotes and orders.

Provide remote sales staff with instant access to corporate information.

Production Planning

• Identify your sales pipeline and expected order date.

• Build pipeline forecasts into production plans.

• Assess what’s available to promise to fulfil orders.



Tel: +44 8700 856610Fax: +44 8700 856611


Marketing Automation:

CRM marketing tools automate processes from creative concept to lead allocation and everystep in between, helping organisations strengthen their marketing performance. With extensivecampaign management tools CRM helps you analyse all marketing activities to identify andunderstand what your customers want. Armed with this information marketing teams can makeinformed decisions to develop targeted, highly personalised and cost effective campaigns formaximised revenue opportunities.

• Develop, target and implement campaigns.

• Manage and analyse marketing budgets.

• Maintain lists and track responses.

• Send direct mail and emails to different target audiences.

• Analyse campaign results.

Customer Service & Support:With complete workflow processes, incident tracking and case management, Sage CRMcustomer care provides all the tools needed to develop lasting and profitable relationships.With instant access to complete contact histories, users have a complete 360° view on everycontact from any office location giving them the information they need to provide the serviceyour customers expect. Using extended tools for knowledge base creation and web selfservice, provide customers with tools enabling them to help themselves to keep them happyand loyal.

• Capture and track every interaction with every customer regardless of touch-point.• View/measure call turn around time and understand what is taking longer to resolve and why.• Maintain a complete case history with instant access to all previous issues and customer

interactions. Automatically escalate cases if not closed within a certain time frame.



Tel: +44 8700 856610Fax: +44 8700 856611


Customer Service & Support:

Integration with Back-end Systems:

Sage CRM offers huge capacity for integration with other database and applications to avoidduplication, save user time and to provide complete relationship information one interface.CRM-online has expertise in linking the CRM portal into other applications including Accountsand Financial systems, Business intelligence and reporting and resource planning applications.

Key Benefits of SageCRM at a glance:

Improve productivity with live access tocustomer, prospect and supplier information

Log-on via a web browser or wireless device- no local installation needed.

Track your own pipeline or manage a salesteam with analysis and forecasting tools

Run effective marketing campaigns byprofiling your contacts to target the rightpeople at the right time.

File every email you send and receive inMicrosoft Outlook and even access CRMwithin Outlook.

My CRM & Team CRM views provide livereports, lists and a dashboard to keepeveryone up to date and give 360° view ofprospects and customers

Integrate customer and accountingdatabases for complete relationshipmanagement.

Improve efficiency and minimise manualtasks by creating automated workflows.



Tel: +44 8700 856610Fax: +44 8700 856611


Frequently Asked Questions:Will CRM affect my Revenue?In a recent survey by Gartners looking at the CRM Solutions – the results suggested that firmsimplementing CRM would on average expect to see a 16% Increase in revenue, a 20%increase in customer satisfaction and a 21% Increase in employee productivity. Integration withaccounts and other backend systems should further reduce data input and duplication andcan lead to additional cost savings.

How long will it take to implement?A typical system install can take around 4 – 6 weeks – however, this will depend on the natureand complexity of your processes and requirements. CRM-Online will initially undertake a fullanalysis of your business and its current systems and processes. Fully install and customise CRMto your needs and also provide training and support to ensure the new system implementationis a success.

How easy is it to operate?SageCRM is an intelligent system that pre fills key areas with relevant information and allowsyou to search using any field. It also includes many time and effort saving features such as wildcard search to quickly locate information, customised workflows and escalation procedures tomap business processes and alert the appropriate staff. A clean, uncluttered, interface whichis fully customised ensures only relevant departments have relevant options. This along with asmuch or as little training as you require ensures a smooth transfer from your existing systems.

Start up and Ongoing running costsCRM-Online has a number of options available to stagger the initial costs and reduce ongoingrunning costs of the CRM system. Firstly, Sage CRM is available as a hosted subscription service(fixed price / per user / per month). This allows for smaller businesses or those without thenecessary hardware or IT staff to have access to a fully functioning CRM System.The other options are co-located or in house servers which allow the company to haveadditional control over their data. These options also allow the company to fully own thesoftware. Additional benefits include easier access to your data, the ability to integrateexternal applications and speed of repair should a problem be identified.

Is it compatible with my other systems?Sage CRM is compatible with a wide selection of software on the market – it integratesseamlessly with Microsoft Office and Sage accounting products. CRM Online’s technical teamcan also undertake integration of MME with other products after consultation. There are also anumber of add-ons available to provide additional product functionality.

How do I access my information when I am away from the office?As Sage CRM is browser based, information can be accessed live from any internet connectedPC or PDA – Information can also be synchronised before leaving the office if no connection isavailable.

Can the system adapt to company growth?Sage CRM is browser based so adding new licenses when new employees start is very simpleas no local install on the machine is required. There is no limit on the number of users – whichultimately depends on your server hardware.



Tel: +44 8700 856610Fax: +44 8700 856611


Frequently Asked Questions:How adaptable is the system to my processes?Sage CRM can be fully customised to your exact needs – it has an inbuilt workflow engine andescalation procedures to map current business processes and can alert the appropriate staffat certain stages as required. New fields can be quickly added within the administration area(with 90% of the customisations being done through the front end interface – and the majorityof them performed with the system still live).

How adaptable is the reporting element in Sage CRM?There are over 100 standard reports within Sage CRM which can be quickly adapted to yourexact needs. MME integrates with Crystal reports for more complex reporting. BusinessIntelligence can also be linked to allow full analysis of your data. We have in house expertswho can discuss your requirements further – please call for additional information.

How secure is the system / data?Sage CRM has industry standard security measures with complex password login to reduce therisk of external hacking. In built security permissions also allow the administrator to restrictcertain types of information to certain users. These security measures coupled with the rightchoice of hardware and internet connection will allow for a fully secure system.

Integrating Marketing, Sales, Customer Service &Finance for:

Increased Sales Opportunities

Improved Customer Service

Greater Efficiency

Informed Decision Making

Controlled Business Growth

…work Smarter, not Harder Introduction to Customer ... · Microsoft PowerPoint - Introduction to Sage CRM.ppt [Read-Only] Author: peters Created Date: 20080916233435Z ...

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