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Second CRM Enterprise – An Introduction
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Second CRM Enterprise – An Introduction

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  • 1. © 2014 Soft Solvers Solutions. All Rights Reserved. Cloud CRM Solution for Small Businesses Second CRM Enterprise – An Introduction June 2014
  • 2. © 2014 Soft Solvers Solutions. All Rights Reserved. Introduction Second CRM – Cloud CRM Solution for Small Businesses  SoftSolvers – MSC Malaysia Status company in Cyberjaya  Designed for Small to Midsize Businesses, as a viable alternative to more expensive overseas solutions  Helps in Managing Sales, Marketing and Customer Service  On Demand, No investment on server/software, No need IT guys, Highly Secure, Daily backups, Never lose any data  Easy-to-use, customizable, Access it any time, any where or on any device (desktop, tablet, or phone)
  • 3. © 2014 Soft Solvers Solutions. All Rights Reserved. Second CRM Enterprise CRM at your own terms Second CRM Enterprise is a premium offering for businesses to run Second CRM under their full control - Private Cloud, AWS or inside own datacentre. Full Customisations allow meeting all requirements & any kind of Integration with backend systems. Premier Support & Full Control  24 by 7 Premier Support  Multiple Deployment options  Dedicated Second CRM Support Personal  Additional sandbox environment for testing and training  Admin access to server for monitoring and backups  Unlimited Customisations (chargeable beyond monthly limit)  Free customisations worth 10 man hours, per month
  • 4. © 2014 Soft Solvers Solutions. All Rights Reserved. Second CRM Features Sales Force Automation  Leads Management  Account Management  Sales Pipeline Tracking  Quotation to Sales Order Management  Services & Service Contracts  Capture Website Leads Customer Service  Account Management  Manage Service Contracts  Customer Issue Management  Customer Survey  Customer Portal  Knowledgebase, FAQ’s Marketing Automation  Campaign Management  Mass Mail with Email Templates  Send & receive SMS in CRM  Google Apps Integration  Calendaring & To Do Management  Document Management Business Intelligence  Dashboard & Charts  Advanced Reporting  Alerts & Notification  Scheduled Reports  Data Analysis Operations Management  Project Management  PO & Vendor Management  Invoicing, Payment & Receipt  Customer Asset Management  Computer Telephony Integration Extensible  Modular Architecture  Web Services API  Tablet & Mobile friendly Interface  Import / Export Data  Configurable Workflow Second CRM Enterprise allows source level customisation to meet any business requirement.
  • 5. © 2014 Soft Solvers Solutions. All Rights Reserved. Examples of Second CRM Usage Second CRM – Customer Feedback Management feedback@customer.com Auto creation of tickets, for all emails received at specific email addresses. Converge traditional channelswith online , in one central system. Phone / Tollfree Auto assignment of tickets, based upon selected Subject, or any other parameter. Online Form Manual / Auto assign to Agents Covering All featured phones. SMS Messaging
  • 6. © 2014 Soft Solvers Solutions. All Rights Reserved. Examples of Second CRM Usage Second CRM – New Age Sales Management Phone based Payment, using Contact centre. Phone / Tollfree Online Sale completed via Payment gateway, stored in Second CRM Online Selling Covering even feature phones. SMS Payment iPad / iPhone based POS Square like device for any time any place POS Send Invoice and link to Customers to pay online. Email based Payment Centralised Sales Management  Common Customer Database, across Channels, can be used for Segmented Marketing & providing Customer Support  Consolidated Sales and Financial Reporting
  • 7. © 2014 Soft Solvers Solutions. All Rights Reserved. Examples of Second CRM Usage Converge traditional channelswith online , in one central system. Phone / Tollfree Customer send Message, Agent Call back. SMS Messaging User enters his number, initiate two Calls, connecting him to Contact Centre agent Online Click 2 Call  Access to Customer History  Complete interaction log stored in CRM Second CRM - Multi Channel Contact Centre
  • 8. © 2014 Soft Solvers Solutions. All Rights Reserved. Examples of Second CRM Usage Second CRM to get Read Only access from Backend System on daily basis. Second CRM allows Agents to access the info on the go Second CRM allows Managers to Monitor and Support Agents Customers access online portal for viewing/updating their data; online request (problem reporting, warranty claims, etc Second CRM - Empowering Agents Sales Force
  • 9. © 2014 Soft Solvers Solutions. All Rights Reserved. Examples of Second CRM Usage Second CRM to Maintain Buildings, Rentable Units, Tenancy Agreements, etc on real time basis. Second CRM allows Users to process unit handover process, tenancy agreement, renewals, monthly billing, etc Second CRM allows Managers to Monitor by generating real time reports and automated alerts Tenants access online portal for viewing/updating their contact info; download bills, online request (problem reporting, etc Second CRM – Building (Real Estate) Management
  • 10. © 2014 Soft Solvers Solutions. All Rights Reserved. Manage Event Calendar Examples of Second CRM Usage Online Event Calendar Online Registration Manage Registrations Send Invoice and link to Customers to pay online. Email based Payment Reports & Charts Second CRM – Online Selling of Programmes / Trainings 1
  • 11. © 2014 Soft Solvers Solutions. All Rights Reserved. Examples of Second CRM Usage Second CRM – Contract Management Vendor / Suppliers Contact Info Contracts Info (terms, expiry date, etc) Documents Upload Integration with backend Systems
  • 12. © 2014 Soft Solvers Solutions. All Rights Reserved. Success with Second CRM Case Study 1: Managing Customer Feedback and track investigation cases for McDonald's Singapore feedback@sg.mcd.com Auto creation of tickets, for all emails received at specific email addresses. Auto assignment of tickets, based upon selected Subject, or any other parameter. Online Form Manual / Auto assign to Investigators Continous Tracking till case is Closed
  • 13. © 2014 Soft Solvers Solutions. All Rights Reserved. Success with Second CRM Converge traditional channelswith online , in one central system. Phone / Tollfree Covering All featured phones. SMS Messaging User enters his number, and we initiate two Calls, connecting him to WWF Contact Centre Online Click 2 Call  Access to Donor History  Complete interaction log stored in CRM Case Study 2: Managing Multi Channel Donations and Centralised Reporting for WWF Malaysia
  • 14. © 2014 Soft Solvers Solutions. All Rights Reserved. Customers & Achievements Echelon Finalist 2011, Asia’s largest Startup event Asia Top 50 Apps 2010 - E27 Singapore Silver award for Best CRM Implementation - CCAM Malaysia, 2010 CRM Idol Semi- finalist 2012 & 2013 Achievements Customers * Second CRM has more than 100 active Customers in Asia.
  • 15. © 2014 Soft Solvers Solutions. All Rights Reserved. Implementation & Support  SoftSolvers Consultants work together with Client’s team at all stages of Second CRM implementation  Requirements Gathering  System Setup, Configurations & Customisations  Master Data setup & Data Migration  User Acceptance Sign Off & Go Live  Estimated Implementation Time = 8-10 weeks*  Continuous Support during Subscription Period  Application Hosting at SoftSolvers Cloud (Guaranteed Uptime 99.9%)  Server & Application Maintenance (Backup, Patches, Upgrades, etc)  Dedicated Customer Support (SLA, Toll Free No, Contact Centre, Online Support)  Minor Changes and Bug Fixing * Estimated initial implementation duration, based upon standard assumptions.
  • 16. © 2014 Soft Solvers Solutions. All Rights Reserved. Editions & Pricing Professional Edition Enterprise Edition Features Sales Management Operations Management Marketing Automation Business Intelligence Customer Support Tablet and Mobile friendly interface Support M-F (9-6) Support Unlimited Support Tickets Phone Support 24 by 7 Premier Support Dedicated Second CRM Support Personal Unlimited Phone Support Deployment Shared Hosting on Second CRM Cloud (No database sharing) Multiple Deployment Options  Dedicated instance on Second CRM Cloud (hosting charges apply)  Own Hosting (On Cloud or On Premise) Additional sandbox environment for testing & training Customisations Unlimited Code Customisations (Paid) Unlimited Code Customisations (Paid) Free Customisations worth 10 man hours, per month Control No Direct Server Access Admin access for additional monitoring & backups Price Initial Implementation & Customisation Fee (depending upon scope of work) RM85 / user / month (minimum 5 Users) RM140 user / month (minimum 20 Users)
  • 17. © 2014 Soft Solvers Solutions. All Rights Reserved.  Traditionally once the contract is signed, the client is locked in, leaving no incentive for vendors to exceed or even meet client expectations.  Second CRM pay per use model provides client with added flexibility & reduced risk; if Second CRM isn’t executing to client satisfaction, client can walk away anytime.  Second CRM clients FULLY own their data and in event of termination or otherwise also for backup purpose, can request for complete data backup in a platform independent format (csv).  Traditional agreements often force clients to buy more than needed to get long-term pricing predictability.  Second CRM puts an end to shelfware, allowing clients to rebalance usage up or down quarterly to meet changing business needs. Quarterly Usage Alignment for cost effectiveness No Long term Contracts, No Lock In Master Service Agreement Enterprise Friendly
  • 18. © 2014 Soft Solvers Solutions. All Rights Reserved. Second CRM cloud, AWS, your own Private cloud or even on your in-house server. Source level changes for any enhancement – Full control. SoftSolvers own Second CRM and have all rights to change anything to meet Clients’ requirement. No statements like “Escalated to Principle” or will be “Fixed in next Release”, we believe in “Here and Now”. Second CRM is highly cost competitive, both in terms of subscription and the professional services fee. Open platform, Cloud computing, Malaysia cost advantage. No capital investments on servers or software, Secure servers, Daily backups, Patches and updates, etc all taken care off. Just focus on your business. On Demand, Subscription Based Multiple options for Deployment, Full Control * Best Price Value Package We are NOT a Reseller Going Beyond Criteria Second CRM – Key Differentiators * Second CRM Enterprise Edition
  • 19. © 2014 Soft Solvers Solutions. All Rights Reserved. Soft Solvers Solutions Sdn Bhd C-G-17, SME Technopreneur Centre, 2270 Jalan Usahawan 2, Cyberjaya, 63000, Selangor, MALAYSIA Tel: +603 8315 6101 Fax: +603 8315 6102 Web: www.secondcrm.com Email: sales@secondcrm.com Thank You Questions & Answers