What is CRM?
BP Name Here

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

What is CRM?
CRM is a business strategy designed to
optimise profitability, revenue, and
customer satisfaction
3

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

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

Evolution of CRM
Contact and Calendar Management Rolodex
Sales force automation
CRM Extended enterprise collaboration
6

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

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

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

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

What CRM Can Do for You the User
BUSINESS
OWNER
SALES MARKETING
MANAGER MANAGER
SALES CUSTOMER
EXECUTIVE SERVICE
BACK
OFFICE
11

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

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

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

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

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

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

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

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

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

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

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

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)

Business Value of CRM
24

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

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?

Sage CRM Awards
27

Customer Success Stories

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

Services

Digitell Uses SageCRM.com 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
SageCRM.com clients has helped us land new
accounts. Even though we invested in
Benefits: SageCRM.com 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

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

Vendere Partners Improves Staff Communication with
SageCRM.com
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:
SageCRM.com “SageCRM.com 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

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

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

Government

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

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

IT

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

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

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

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

Sport and Leisure

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

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

Banking and Finance

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

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

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

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

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

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

Manufacturing

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

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

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

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

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

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

Automotive

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

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

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

Life Sciences

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

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

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
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