BEYOND CRM
Customer Engagement & Insights
Introducing Collabor
October 2013

1
2
Customer Impact systems
Sales

Executives

Marketing

•  CRM

•  Dashboards

•  Marketing Automation
•  CRM

Customer
Supp...
Collabor’s customer engagement & insight software
helps companies increase renewals and resales and
customer lifetime valu...
Collabor completes the customer systems map
WAR

PEACE

WAR

Collabor

Acquisition
tools

Service
tools

Engage

CRM
Marke...
3 steps that work
1

ENGAGE

•  Exclusive, White Glove/Red Carpet/Concierge – Customers Only
•  Personalized and Contextua...
Personalization

Account Manager dashboard

Branding & Color themes

Sentiment analysis
& social media hooks

Salesforce &...
We make Customer Management effective
Access

Content

Tools

Insights

Actions

CRM
Website

Mobile
Apps
Social networks
...
Why companies choose Collabor
Easy to Implement

•  None to minimal implementation needed
•  Integrates within existing en...
About Collabor
•  Founded and run by sales & marketing professionals.
•  Significant market validation
•  Salesforce.com a...
ध"यवाद

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Beyond CRM - Collabor's Customer Engagement & Insights Software

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This presentation gives an overview of how Collabor's clients use the SaaS software to better understand, engage, manage and grow their existing client base.

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Beyond CRM - Collabor's Customer Engagement & Insights Software

  1. 1. BEYOND CRM Customer Engagement & Insights Introducing Collabor October 2013 1
  2. 2. 2
  3. 3. Customer Impact systems Sales Executives Marketing •  CRM •  Dashboards •  Marketing Automation •  CRM Customer Support Client Service Managers Finance •  Service Cloud •  Call Center •  ?? •  ERP •  Order Management On Average, 70% - 80% of a company’s revenue is from renewals and resales to existing customers, yet there is a lack of institutional and systems support for the team that is responsible 3
  4. 4. Collabor’s customer engagement & insight software helps companies increase renewals and resales and customer lifetime value 4
  5. 5. Collabor completes the customer systems map WAR PEACE WAR Collabor Acquisition tools Service tools Engage CRM Marketing Automation Customer Service Call Center Decision Insight
  6. 6. 3 steps that work 1 ENGAGE •  Exclusive, White Glove/Red Carpet/Concierge – Customers Only •  Personalized and Contextual User Portals •  Adoption tools – Rewards & Loyalty, Account Manager & Expert connect, eLearning, Events, Peer Workgroups, Company Workgroups, Voice of Customer 2 INSIGHTS •  •  •  •  •  •  3 DECISIONS Weekly Trends & Opportunities reports Indices to predict renewal and resales Real-time customer activity analyzed for source & sentiment Ability to manage in B2B or B2C mode Sales, Marketing and Product views – within Salesforce dashbord Dedicated iPad App for Execitives •  Act on Customer Insights collaboratively across the company •  Time-bound and moderated decision groups •  Decisions made are then used by Account Mangers to further engage the customer 6
  7. 7. Personalization Account Manager dashboard Branding & Color themes Sentiment analysis & social media hooks Salesforce & Webex integration Indices Engagement, Sentiment, Influence, Renewal Predictability, Resale Predictability 7
  8. 8. We make Customer Management effective Access Content Tools Insights Actions CRM Website Mobile Apps Social networks Customers Social Listening Engage Mobile Browser Integrated Data & Analytics Collaboration Portals Marketing Automation Staff Email Web Browser Service C - Level Executive Dashboards Email Marketing Algorithms & Indices Issue Tracker Document & Content Management Backup & Archiving Call Center Collabor Tools Integrations
  9. 9. Why companies choose Collabor Easy to Implement •  None to minimal implementation needed •  Integrates within existing enterprise stack Leading Technology •  State of art JavaLamp technology •  Secure and redundant cloud infrastructure •  Mobile, Web & Apps Proven ROI •  75+ clients with 1 million+ users. 6+ years •  Proven record of increased revenue, engagement and reduced costs Real-time Insights •  To focus on existing customers •  To listen, understand, engage, collaborate and delight customers Complete Control •  To increase average customer life •  Calibrate and Configure to suit processes •  Easy graphic admin panel to manage users, content, •  To increase average customer lifetime value •  To reduce pressure and costs of new customer workflow and rules acquisition •  •  •  REDUCED CALL CENTER LOAD – 10%, 15% INCREASE IN CREDIT CARD SPEND WITHIN PRIVILEGES PROGRAM INCREASED ENGAGEMENT to 600,000+ users in 15 months •  •  •  •  Understood that fastest growing demographic was women. Changed narrative to suit audience INCREASED ENGAGEMENT by 10x in 9 months after implementation INCREASED REVENUE BY 30% in 12 months after implementation 9
  10. 10. About Collabor •  Founded and run by sales & marketing professionals. •  Significant market validation •  Salesforce.com and IBM partner •  4 cloud software editions to suit SMB and Fortune 500 10
  11. 11. ध"यवाद 11

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