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What Is Crm Ppt Revised


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What is CRM

What is CRM

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  • 1. What is CRM? BP Name Here
  • 2. Agenda • What is CRM? • Common business issues faced by companies today • How CRM can help • What CRM brings to the business • Evolution of CRM • Business value of CRM • What CRM means to you as the user • About Sage CRM • Customers benefiting from CRM 2
  • 3. What is CRM? CRM is a business strategy designed to optimise profitability, revenue, and customer satisfaction 3
  • 4. Common Business Issues Faced by Companies Today “I need a quick and easy way for me to see how the business is performing at any given time”BUSINESS “I want to “I need to be able “I need to OWNER maximise the to calculate the know what productivity of cost per lead the sales all my easily and pipeline employees” looks like SALES MARKETING accurately” quickly and MANAGER“It take me ages MANAGER “Marketing easily” to roll up all the campaigns are reps’ forecasts difficult to manage into a team and leads can go forecast for my missing” boss” “We don’t have an up “Sales forecasts to date log of all are difficult to communications with create and time- customers” “Our “I want to have consuming” “I sometimes spend processes SALES my whole morning access to the CUSTOMER are not same customer EXECUTIVE trying to figure out information the SERVICE automated so who I’m meant to front office has “I don’t want to be customer follow-up with and BACK OFFICE wasting time re- so I understand issues when” any customer entering the same sometimes issues when I information into fall through am chasing multiple places” the cracks” payments” 4
  • 5. Why Do Companies Experience These Difficulties? CRM can help address these issues by bringing all elements together Outlook Marketing Remote Workers Finance Sales CRM Customer information is typically held in disparate locations right across the company – leading to a myriad of problems 5 User
  • 6. Evolution of CRM Contact and Calendar Management Rolodex Sales force automation CRM Extended enterprise collaboration 6
  • 7. CRM Provides Insight Sales Marketing CRM Distribution Customers Finance CRM delivers insight into customer information Customer across multiple departments – for a holistic view of Service the customer 7
  • 8. CRM Improves Productivity CRM Outlook Finance Sales Distribution Customer Marketing Service CRM that integrates with MS Outlook and delivers employees on the road with always-available access to critical customer data 8 ensures maximum productivity
  • 9. CRM Facilitates Collaboration Internal External Sales Marketing Support Finance Customers & Partners CRM Web self-service CRM facilitates internal and external collaboration for 9 maximum customer satisfaction
  • 10. CRM Delivers Competitive Advantage Multiple views of the Departmental Departmental Departmental customer Collaboration Customer Productivity Insight & Efficiency One dimensional insight Disparate Systems Single view of the customer 3600 insight Extended 360 degree Org-wide Enterprise Customer Productivity Collaboration Insight & Efficiency COMPETITIVE CRM ADVANTAGE CRM delivers a single view of the customer for better customer relationship management, delivering real competitive advantage 10
  • 12. Challenges for the Sales Executive • Tracking opportunities • Identifying the best opportunities to focus on • Identifying cross-sell and up-sell opportunities • Forecasting accurately • Knowing every day what sales opportunities to focus on • Reporting on the pipeline efficiently • Understanding where opportunities are in the pipeline • Having visibility on customer interaction across multiple departments • Generating quotes and orders • Avoiding inputting the same data into multiple systems 12
  • 13. How CRM Helps the Sales Executive • Dashboards deliver a unified view of all key sales information • Real-time pipeline management ensures focussed sales activity • Forecasts can be prepared and submitted in minutes • Increases visibility on customer interaction across departments • Reduces time spent on administration thereby increasing productivity • Automates quotation generation • Leverages financial information from the back-office system for accurate pricing, quotes and orders From Sage CRM • Empowers sales staff to sell more effectively • Enables sales staff to focus on the most important sales opportunities 13
  • 14. Challenges for the Sales Manager • Identifying the biggest opportunities • Unearthing hidden opportunities • Tracking sales across territories and reps • Creating team and individual forecasts quickly and easily • Tracking and measuring sales representative performance • Developing a more effective sales team • Having instant access to up-to-date sales data and communications history • Access to real-time figures on sales performance and pipeline • Minimising sales administration and maximising sales staff productivity 14
  • 15. How CRM Helps the Sales Manager • Dashboards deliver sales management a unified view of all key sales information • Improves transparency in the sales pipeline • Real-time pipeline management ensures focussed sales activity • Enables quick and easy team forecast generation and improves sales forecast accuracy • Enables regular sales performance monitoring • Reduces opportunity slippage • Optimises sales resources against high- potential opportunities From Sage CRM • Maximises cross and up-sell opportunities • Empowers sales staff to sell more effectively • Enables sales staff to focus on the most important sales opportunities • Minimises sales administration and maximises sales staff productivity 15
  • 16. Challenges for the Business Owner • Extracting more value out of the business • Having insight and reports into business performance • Identifying the top customers by revenue and profitability • Having complete visibility of customers, pipeline and margins • Analysing sales performance across multiple criteria • Moving from overview forecast data to detailed underlying information with ease • Combining actual campaign results with actual campaign costs to quantify marketing performance • Having a complete view of business performance across front and back office • Strategic planning – planning for the future 16
  • 17. How CRM Helps the Business Owner • Reports provide instant insight into business performance across multiple criteria • Delivers the ability to “sanity check” forecast data with full drill-down to underlying details • Enables easy insight into revenue/budget variance • Enables real-time corporate performance management/insight at-a-glance through dashboards • Improves responsiveness to critical business issues • Improves sales forecast accuracy and pipeline management • Marketing budget and return-on-investment can be monitored in real-time • Drives revenue business efficiency and performance leading to increased revenue growth and profitability • Leverages financial information from the front and back-office for a complete view of the business 17 From Sage CRM
  • 18. Challenges for the Marketing Manager • Segmenting customers • Defining highly targeted marketing lists across multiple criteria • Tracking marketing campaign performance against targets and budget • Managing and re-deploying marketing campaigns quickly and efficiently • Identifying success rates at-a-glance • Identifying and targeting strong leads • Measuring cost-per-lead and marketing ROI 18
  • 19. How CRM Helps the Marketing Manager • Empowers marketing staff to plan and execute highly effective campaigns • Enables highly targeted customer communications • Results in decreased cost-per-lead through automation • Delivers insight into the lifetime value of customers • Enables close alignment with the sales department and other key stakeholders • Enables market segmentation based on financial data from the back office • Enables marketing staff to target the right companies at the right time • Helps eliminate guesswork and optimise marketing resources • Delivers full campaign planning encompassing above-the-line and below-the-line activities as well as costs • Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment From Sage CRM 19
  • 20. Challenges for the Customer Service Manager • Easily tracking SLAs • Measuring and improving team performance and productivity • Making customer support cost-efficient • Resolving customer issues quickly • Easily identify critical customer issues requiring urgent attention • Increasing customer satisfaction and retention rates • Monitoring customer service performance in real time • Reducing the amount of time spent on customer service administration • Knowledge and information sharing across teams • Ensuring no customer issues ‘fall through the cracks’ • Successfully cross and up-selling during calls 20
  • 21. How CRM Helps the Customer Service Manager • Helps reduce the amount of time spent on customer service administration thereby increasing the productivity of customer support representatives • Monitors service performance against SLAs • Extends customer service through 24x7 web self-service options • Enables customer service staff to leverage the knowledge of colleagues through a centralised knowledge base • Delivers a 360 degree view of customer information across front and back office systems for easier issue resolution and improved cross-selling opportunities • Workflow automatically manages case allocation, progression and escalation; improving response times and ensuring no one ‘falls through the cracks’ • Enables customer satisfaction measurement and benchmarking • Dashboards deliver a unified view of all key customer service performance information in real time From Sage CRM 21
  • 22. Challenges for the Back Office • Having a central place for information • Giving back-office staff access to non- financial customer information to enable them to resolve issues and queries promptly when talking to customers • Access to complete customer communications history (usually held in the front office) to enhance ability to effectively chase payments • Reducing duplication of effort to minimise mistakes and improve productivity • Speeding up routine tasks 22
  • 23. How CRM Helps the Back Office • Saves time and minimises mistakes by avoiding duplication of data entry • Improves customer service by using a single point of reference for sales orders • Credit control and the sales team have access to the same financial information which enables them both to chase outstanding debt when dealing with customers • Ensures a fast response to significant events and routine tasks using alerts • Improves customer service by giving the back office access to key customer information such as buying patterns and communications history 23 From Sage CRM (with ERP integration)
  • 24. Business Value of CRM 24
  • 25. Sage’s CRM Credentials • Family of CRM Solutions – 2.7 million users worldwide • Sage is the No. 1 CRM Vendor to SMBs Worldwide and the No. 2 CRM Vendor Worldwide - Gartner, 2006 • Sage CRM – 6th generation – product maturity – Web-based CRM solution – On demand or on premise – Sold in 28 countries worldwide – Available in English, French, German, Spanish, Chinese and a range of other languages via our international business partner network – Fully integrated with leading Sage ERP solutions including Sage 200 and Sage 1000 (UK), Sage 100 (France), MAS 90 and 200 (US), OfficeLine (Germany) and Sage Accpac ERP (worldwide) 25
  • 26. Introducing Sage CRM Sage ERP & Connecting Your Sage Suites Business Your Sales, On Demand Marketing & Customer Services Service Teams 3rd Party Your Customers Applications & Partners 26 Sage: What is CRM?
  • 27. Sage CRM Awards 27
  • 28. Customer Success Stories
  • 29. Key Sage CRM Customer Successes Services Government IT  Digitell  Louisiana Economic  IONA  Source Technologies Development  ITG  Vedere Partners  Thai Ministry of Commerce  ITM  Mediaweave  Nexus Solutions  Asbestway Abatement Banking and Finance Sport and Leisure  ifs School of Finance  Alliance and Leicester  Buffalo Sabres  BDO Simpson Xavier  Club One  Tilney Wealth Management  Insight Investment Life Sciences  First Active Manufacturing  Metrohm-Peak  Scientific and  Kayserberg Plastics Chemicals  YoCream Automotive  Inortech  Sirromet  Avis  Precision  Stapletons Tyre Services  Tensar  Acme  Horizon 29
  • 30. Services
  • 31. Digitell Uses to Maximise Sales Opportunities Who: Digitell Inc, multimedia conference education, recording and marketing - USA Requirement: Burdened by an inefficient, manual system, Digitell struggled to manage a rapidly expanding customer database and a burgeoning sales / marketing pipeline Solution: “Timely contact with prospects and clients has helped us land new accounts. Even though we invested in Benefits: primarily to manage our Digitell can now better manage its pipeline, sales and marketing efforts, it has provide enhanced customer service, optimise served as a great overall solution.” sales opportunities, and manage marketing Steve Parker, Vice President, Digitell activities with confidence 31
  • 32. Source Technologies Improves Forecasting with Integrated Sage CRM Who: Source Technologies, printing solutions - USA Requirement: An up-to-date, scalable accounting and CRM solution that could handle detailed project accounting, complex sales orders, and sales data tracking and management Solution: Sage CRM and Accpac ERP “We knew that if we could centralise all information, we would increase service Benefits: levels, optimise sales force efficiency, Earned immediate investment return improve accuracy and inventory control, with improved customer service, forecasting and streamline just about every other accuracy, and inventory control business process.” Tim Baker, Director of Information Systems, Source Technologies 32
  • 33. Vendere Partners Improves Staff Communication with Who: Vendere Partners, business sales solutions - USA Requirement: Previous CRM tool has limited visibility and hindered the company from implementing its own processes and systems Solution: “ has exactly what we need. The others only deliver about 50 Benefits: percent.” Opening up of communications within the Sean O’Neil, Vice President, organisation; distribution of leads and Vendere Partners opportunities to territories; yielding large ROI 33
  • 34. Mediaweave Strengthens Client Relationships with Sage CRM Who: Mediaweave, marketing, communications and technology solutions - USA Requirement: With no centralised location for storing sales and marketing information, Mediaweave had trouble managing multiple users and a rapidly expanding database Solution: “We’ve been using the software like Sage CRM crazy and loving it! We’re getting an immediate return on investment and Benefits: After implementing Sage CRM, Mediaweave realising big productivity gains, and realised an immediate return on investment and we continue to tweak the product as significant productivity gains needed.” Eric Robichaud, CEO, Mediaweave 34
  • 35. Asbestway Cleans up Customer-Facing Processes with Sage CRM Asbestway Abatement Who: Asbestway Abatement Corporation, asbestos removal - USA Requirement: Replace manual systems with a CRM solution to improve service, facilitate intra-department communication, and streamline labour intensive processes Solution: Sage CRM “We’re able to hire less, even though we’re doing more business because of Benefits: Sage CRM.” Improvements to customer service, Mendy Gorodetsky, President, Asbestway communication, and processes enabling Asbestway to grow 40-50% in revenues, without increasing its workforce 35
  • 36. Government
  • 37. Louisiana Economic Development Weathers the Storm with Sage CRM Who: Louisiana Economic Development, state agency supporting local businesses - USA Requirement: Replace GoldMine® with a more robust CRM solution, while managing disaster recovery efforts for businesses struck by hurricanes Solution: Sage CRM “Based on our past experiences, LED Benefits: assumed all CRM packages would be cumbersome and inflexible. That myth Successfully assisted thousands of businesses, was quickly dispelled when we had to including providing temporary housing to more take a crash course on Sage CRM.” than 1000 displaced workers; improved Linda Regina, Director of Policy & marketing and project tracking, and financial Planning, Louisiana Economic accountability Development 37
  • 38. Thai Ministry of Commerce Drives Customer Service Excellence with Sage CRM Who: International Business Consulting Centre, Ministry of Commerce - Thailand Requirement: Call centre relied on pen and paper to record enquiries made by customers through calls or walk-ins and were unable to leverage customer information across divisions Solution: “There was minimal impact on our Sage CRM business operations during the implementation process. We did not Benefits: need a huge budget to maintain and run Call centre and International Business the system, which saves us money.” Consulting Centre has seen immediate return Kru Kate, Director, Thai Ministry of on investment with improved internal operations Commerce and customer service 38
  • 39. IT
  • 40. IONA Improves Decision Making with Sage CRM Who: IONA, IT integration products and services - Ireland Requirement: An automated system for tracking and assigning customer leads and a way to deliver more timely and accurate reports Solution: “With the aid of Sage CRM’s forecasting Sage CRM tool, we have been able to make strategic decisions. This has helped us Benefits: to determine how our customers’ Common selling system for all regions, business models change, critical to complete picture of customer lifecycle, accurate maintaining competitive advantage.” data for basing product strategy decisions on, Cormac Ó Foghlú, Worldwide Infrastructure ROI analysis of marketing campaigns, real-time Manager, IONA view of sales processes, SAP integration 40
  • 41. ITG Benefits From Better Productivity with Sage CRM Who: Information Technology Group Inc, IT consulting firm - USA Requirement: Previously, sales and marketing could not provide adequate reporting functions or remote access to match busy consulting group’s growth Solution: “Sage CRM is a fantastic product. The Sage CRM more we use it, the more we appreciate it. We see it as a critical component of Benefits: our success for years to come.” Cut reporting time in half; sales efficiency went Mark Severance, Director of Sales & up by 10 percent; sales have risen 15 percent Marketing, ITG thanks to better information 41
  • 42. ITM Group Delivers Superior Customer Service with Sage CRM Who: The ITM Group, communications infrastructure provider - UK Requirement: Following a period of growth and acquisition, the ITM Group needed to consolidate disparate systems to improve customer service Solution: Sage CRM “We managed a complete exhibition project within Sage CRM, from attaining Benefits: prospects, tracking leads and enquiries Improved sales process, more targeted that arose from the exhibition, to campaigns, real-time knowledge, and better evaluating the return on investment and data sharing and information retention, reporting on the overall success of the resulting in the delivery of superior customer exhibition.” service Neil Curtis, Head of Marketing, ITM Group 42
  • 43. Clear Direction for Nexus Solutions with Sage CRM Who: Nexus Solutions Limited, integrated network communication, infrastructure and security – Hong Kong Requirement: Replacing low-tier solution with a robust multi- region system to manage sales and marketing and standardise workflow to create holistic customer service approach “I have received several comments from clients saying that they are more Solution: satisfied with our support service as we Sage CRM respond to their needs faster and in a more efficient manner. In the end, our Benefits: success comes from the satisfaction of Standardised lead processing, coordination our customers.” between departments, easy tracking for Mr. Astley Yip, Sales Manager, Nexus outstanding leads, formulating coherent marketing strategies and events 43
  • 44. Sport and Leisure
  • 45. Buffalo Sabres Serves Fans Better with Sage CRM Who: Buffalo Sabres, North American Hockey League team - USA Requirement: Combination of customer databases required multiple data entry, prevented strategic sales efforts, and produced errors Solution: Sage CRM “The greatest thing about Sage CRM is the way it ties everything together for Benefits: us... This has streamlined our Customer service administration time administration by 20 percent — and reduced by 20 percent; detailed activity and made our fans much happier.” demographic reports boosted sales significantly Tom Matheny, Database Marketing Manager, Buffalo Sabres 45
  • 46. Club One Improves Health with Integrated Sage CRM Who: Club One, large fitness clubs - USA Requirement: Through rapid growth, the need to centralise customer information and integrate to ERP to improve the way the business and customers were managed Solution: Sage CRM and Accpac ERP Benefits: “We needed one system with a A real-time view of cash flow, visibility into the unified reporting structure, that accounts of each business, and its customer base. still met the needs of each of Productivity has improved by eradicating duplication the divisions.” of effort Carey White, CFO, Club One 46
  • 47. Banking and Finance
  • 48. ifs School of Finance Uses Sage CRM to Improve Sales Who: ifs School of Finance, educational body for finance professionals - UK Requirement: To counteract a decline in members, a comprehensive, centralised and synchronised store of customer information was needed to support sales teams on the road Solution: Sage CRM “Sage CRM has helped us to open up more sales opportunities through better Benefits: client management, without further Higher revenue and stronger client expanding our sales force.” relationships with the same sales force, and the Gary Millner, Corporate Relations and ability to measure sales effort precisely against Communications Director, ifs School of targets Finance 48
  • 49. Alliance & Leicester Banks on Customer Service with Sage CRM Who: Alliance & Leicester, commercial bank - UK Requirement: A number of systems were not delivering a complete customer view across divisions, restricting service, resulting in missed cross and up sell opportunities Solution: “With the combination of the innate Sage CRM usability of the system and its integration with Outlook™, we have Benefits: found the feedback from users on the Access to information across the organisation, usability of the system to be a key factor targeted marketing, greater call centre in its success so far.” accuracy, improved customer service, insight Howard Worthington, Senior Manager into sales performance, more sales closed, Database Development, better lead qualification Alliance & Leicester 49
  • 50. BDO Uses Sage CRM to Enhance Marketing Who: BDO Simpson Xavier, accountancy firm and business consultancy - Ireland Requirement: BDO viewed customers at a department level and wanted a more holistic view to take advantage of cross and up-sell opportunities Solution: "There have been a considerable Sage CRM amount of cross-selling opportunities generated. Customers are now Benefits: automatically informed of other services Easier tracking and management of marketing that are available, ensuring we are efforts, more targeted campaigns, improved making the most of every customer customer service through real-time access to interaction.” information, increased support for cross-selling Mark O’Connell, Marketing Manager, BDO and up-selling 50
  • 51. Sage CRM Opens New Markets for Tilney Who: Tilney Private Wealth Management, wealth and asset management firm - UK Requirement: To foster closer relationships with customers and intermediaries using technology Solution: Sage CRM "There were several reasons why we Benefits: chose Sage - but the main one was the flexibility of the system. I found Sage Better segmentation, monitoring and control of CRM a very good implementation - it marketing activities, highly customised solution, does exactly what it says on the tin. on the road access for sales people, full Lee Wilson, Group Marketing Manager, relationship management for their key Tilney Private Wealth Management customers and influencers 51
  • 52. Insight Investment Sees Customer-Centric Services with Sage CRM Who: Insight Investment manages funds for institutional and retail clients including HBOS plc - UK Requirement: As a new organisation, Insight Investment needed a solution flexible enough to adapt to its changing needs Solution: “We wanted to create a company that Sage CRM took its direction from potential Benefits: customers and investors. The feedback clarified our mission to build a company Improved forecasting, instant analysis, better customer information and improved service with CRM at the core of our business through insight into communication between functions.” prospects and clients Adam Pope, Sales & Marketing Manager, Insight Investment 52
  • 53. First Active Builds a Better Bank with Sage CRM Who: First Active, financial institution specialising in mortgages and loans - Ireland Requirement: Expand routes to market through phone and Internet banking both for tactical and competitive reasons as new entrants offering phone-only mortgages were establishing foothold in market “We needed a solution to achieve our business goal — to offer customers new Solution and easier ways of doing business with Sage CRM us. The Sage approach, customisability and integration, made it a successful Benefits: choice to rapidly deploy new channels.” Built a single web-based access method that Paul O’Neill, General Manager IT, First could be used throughout organisation; enabled Active First Active to offer mortgage and loan products entirely by phone and online 53
  • 54. Manufacturing
  • 55. Kaysersberg Plastics Co-ordinates Operations with Sage CRM Who: Kaysersberg Plastics, plastics manufacturer - UK Requirement: To build and share knowledge, stored in different manual systems, for tighter management of project pipelines, improved communication across multiple sites, and automated reporting Solution: “With Sage CRM, the next step is Sage CRM automatically built into the process, so we’re always moving forward to make Benefits: the most of sales opportunities and Increased sales efficiency, improved build closer customer relationships.” communication, 360º view of customers, Mark Lightowler, Managing Director, convenient, low-cost, real-time 24/7 access, easy Kaysersberg Plastics deployment in new territories with multi-language capabilities 55
  • 56. YOCREAM Improves Lead Management with Sage CRM Who: YoCream International, Inc, wholesale food products manufacturing - USA Requirement: Counter-productive sales activity due to lack of consistent communication between field sales reps and managers located all over the U.S. “It’s been smooth sailing. The biggest Solution: gain is the ability to share customer and Sage CRM prospect databases with users. We want to better manage leads and accomplish Benefits: sales growth, which we are seeing as a Better management of sales leads and result of Sage CRM.” increased sales growth due to increased Brad Gaylor, Information Systems communication among the sales team Manager, YoCream 56
  • 57. Sage CRM Brings Cheers to Sirromet Wines Who: Sirromet Wines, premier winery - Australia Requirement: To build a one stop communications centre for sales, distribution and marketing to process orders quickly, respond to customers and plan for strategic growth Solution: Sage CRM “It’s not just the wine that needs to flow smoothly when you’re trying to build a great reputation for wine making. A Benefits: transparent exchange of information Reduction in paperwork, better customer between sales, distribution and service through faster ordering, more accurate marketing is just as critical an sales process, enhanced communication between departments and enhanced reporting ingredient for success.” Ian Parker, IT Manager, Sirromet Wines 57
  • 58. Seamless Workflow for Precision Valve Singapore with Sage CRM Who: Precision Valve, aerosol valve manufacturer - Singapore Requirement: Improve access to customer information and service across regions, standardise workflow and increase control over sales processes Solution: “By automating workflow and Sage CRM providing a bird’s eye view of our customers, Sage CRM empowers us Benefits: to take fast actions to make and keep Easy handling of multiple currencies and languages, seamless integration and better customers happy and satisfied.” governing of workflow process, a streamlined Peter Ho, Managing Director, Precision workflow and unified database, boosting Valve Singapore productivity 58
  • 59. Tensar International Streamlines Sales Process with Sage CRM Who: Tensar International Ltd, manufacturer of reinforcing polymer geogrids - UK Requirement: A consolidated resource for tracking, monitoring and evaluating interactions with individuals and content for projects Solution: "Sage CRM was the only solution that Sage CRM addressed our requirements in all three areas – customer database, workflow Benefits: automation & content management.” Five country system, smooth sales processes – Tim Oliver, Group Marketing Manager, even when individuals are reassigned, Tensar International improved productivity, error reduction, visible sales process, improved efficiency 59
  • 60. Horizon Spa & Pool Parts Makes Big Splash with Sage CRM Integration Who: Horizon Spa & Pool Parts, Inc, wholesale Spa and pool parts - USA Requirement: Automate processing of 500 orders per day, including order entry, financials, warehouse management, and returns Solution: “Sage CRM is a critical part of our Sage CRM and Accpac ERP company. If we didn’t have it, we’d be dead meat — and couldn’t even do $1 Benefits: million a year, rather than the $7 million Without Sage software, Horizon would have to we do today.” hire two people in shipping, three in the Becky Moore, Controller, Horizon Spa & warehouse, and could only do 1/7 of its current Pool Parts business volume 60
  • 61. Automotive
  • 62. Avis Enhances Customer Service with Sage CRM Who: Avis UK, car hire firm - UK Requirement: A non paper-based system to cope with service centre enquiries and a single integrated method of recording and responding to customer interactions Solution: “Our operators have a full service and Sage CRM booking history of callers, so we can build a much deeper impression of the Benefits: ‘Avis experience’. Call resolution time is Centrally stored information, rapid return on down, making it a more satisfying investment, effective distribution of workload customer experience.” across customer service teams, reduction of Ann Gallagher, Customer Relations incoming call abandon rate Manager, Avis 62
  • 63. Stapletons Tyre Services Improves Sales with Sage CRM Who: Stapletons Tyre Services, tyre wholesalers and retailers - UK Requirement: Stapletons wanted to improve sales forecasting and analysis to design marketing campaigns based on accurate information Solution: "In a highly competitive market, you Sage CRM need a sharp edge. Sage helps by creating a centralised repository of data, Benefits: shared by all our teams – making it as Access for users in multiple locations, easy as possible for any of the team to integration with existing specialist application, pick up and handle customer queries.” customer service excellence, improved Andy Scaplehorn, IT Manager, Stapletons response times, targeted marketing campaigns 63
  • 64. ACME Truck Line Drives Customer Service with Sage CRM Who: ACME Truck Line Inc, flatbed trucking - USA Requirement: To facilitate operational improvements, a web- based CRM solution capable of delivering a consolidated view of customer activities to every staff member involved with clients was required “By giving our managers, sales staff, Solution: and dispatchers the information they Sage CRM need to address all customer issues, this solution lets us streamline Benefits: operational overhead and strengthen An integrated framework for applying value- customer relationships with outstanding added services and support to new and existing service.” customers. Using Sage CRM, the company was Mike Coatney, President, ACME Truck Line able to simplify many of its procedures 64
  • 65. Life Sciences
  • 66. Metrohm-Peak Streamlines Business with Integrated Sage CRM Who: Metrohm-Peak, laboratory equipment distribution and services - USA Requirement: Metrohm-Peak needed to implement a streamlined system for company-wide communications and global business processes Solution: Sage CRM and Accpac ERP “By automating and streamlining our Benefits: business, we are able to provide a Metrohm-Peak is able to increase sales higher level of service while reducing productivity, give remote users access to our cost of doing business.” synchronised data, and support multilingual, Kim Brewer, CFO, Metrohm-Peak multicurrency accounting transactions 66
  • 67. Scientific & Chemicals Supplies Finds Growth Formula with Sage CRM Who: Scientific & Chemicals Supplies Ltd, supplies local industry with laboratory equipment and chemicals - UK Requirement: A rapidly growing product range meant it needed a more robust system to integrate with an existing Sage ERP solution (Line 500) Solution: “Our Sage solution is at the heart of our Sage CRM business in helping us to focus on our customers and to process their orders Benefits: more efficiently.” Shared view for customer service teams and Philip Palser, Operations Director Scientific sales reps, fast informed responses to & Chemical Supplies customer queries, complete visibility of orders, web access 24/7 for a low cost 67
  • 68. Inortech Optimises Customer Loyalty with Sage CRM Integration Who: Inortech, chemical distribution - Canada Requirement: Inortech needed to speed up collections; enhance the tracking of customer information; improve sales processes; and minimise training time and related costs for new sales representatives. “With all information readily available, Solution: sales representatives can deliver Sage CRM and Accpac ERP unparalleled customer service and strengthen client relationships. In short, Benefits: Sage CRM delivers the business Inortech has quicker, more reliable access to management capabilities we need to information; optimises staff productivity and stay competitive.” customer satisfaction; reduces training time; Jean-Marc Pigeon, President, Inortech and closes more sales 68