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Sage CRM v7.1 Product Brochure


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Sage CRM v7.1 Product Brochure

Sage CRM v7.1 Product Brochure

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  • 1. Sage CRM Communicate, Collaborate, Compete with Sage CRM
  • 2. CRM - Customer Relationship Management inefficiencies and provides management with Over ten thousand customers across the globe BENEFITS OF SAGE CRM TO- is more than just a software application. It is timely and reliable insight to guide decisions. use Sage CRM every day to manage and YOUR BUSINESSa business solution for all customer-centric maximise the performance of their business andprocesses. It covers every interaction with With customers in over 70 countries worldwide, in particular their sales, marketing and customer Ensures your sales, marketing and customercustomers across the entire business. It improves Sage CRM is an award-winning, web-based service activities. services resources are being used to maximuminternal business processes, enables closer customer relationship management solution. It effectmanagement of new and existing customer is a full suite CRM solution comprising sales,relationships, increases revenues and decreases marketing and customer service automation. Reduces your cost-of-sale Reduces the cost of your marketing leads Ensures you meet customer service levelSage CRM offers customers a rapid route to agreementsvalue through its focus on ease-of-use,ease-of-deployment, ease-of-integration and Minimises administration costsease of access anytime, anywhere. Protects and grows your revenues Ensures that your investments are all aligned to revenue development Enables you to pinpoint underlying issues and take corrective action accordingly Reduces the potential for customer attrition Enables you to leverage further revenue opportunities within your current customer base Empowers your staff to provide exceptional service to your customers Reduces your opportunity cost Boosts productivity and enables staff to accomplish more in their working day Maximises customer communications and interactions through integrated social media channels1
  • 3. FEATURES AT-A-GLANCEFOR ALL USERS FOR MARKETING PROFESSIONALS• Easy to use with fresh look and feel • Pre-installed marketing dashboard available out-of-the-box• Fully customisable interactive dashboard • Multi-channel campaign management• End-user personalisation of interface design and content • Fully integrated e-marketing functionality• In-built user tutorials, user guide and quick tips • Open, click and bounce rate tracking for e-marketing campaigns• Relationship management graphs • Automated drip marketing campaigns• Impactful visual charts and highly graphical reports • Attention grabbing templates out-of-the-box• Real-time synchronisation between Sage CRM and MS Exchange for • Easy campaign cloning seamless calendar management • Lead qualification and management• Dynamic linking of multiple information sources on a single dashboard screen • Mail merge functionality• Centralised meeting management • Full marketing workflow• Full calendar response management • Outbound calling• Fully customisable graphical workflow • List management • Customer segmentation capabilitiesFOR SALES PROFESSIONALS FOR CUSTOMER SERVICE PROFESSIONALS• Pre-installed sales dashboard available out-of-the-box • Pre-installed customer service dashboard available out-of-the-box• Ability to customise dashboard to create a bespoke workspace • Ability to customise dashboard to create a bespoke workspace• Account, contact and opportunity management • Customer self-service portal• Ability to create key accounts dashboard • Case tracking and management• Sales forecasting and territory alignment • Workflow automation• Calendar and activity management • Knowledge base recording customer service solutions• Process and workflow automation • Address maintenance and linking tools• Provides iPhone and Blackberry users with critical access to real-time information • Escalation and auto notifications• Escalation and auto notifications• Quote and order entryFOR IT PROFESSIONALS INTEGRATION CAPABILITIES• Out-of-the-box customisation • Sage ERP integration• Easy to install and fast to deploy • MS Exchange integration• Easy to integrate • MS Outlook integration• Flexible deployment options • Social media integration• Advanced customisation capabilities • Web-self service• Single point of entry for Sage CRM and MS Exchange integration for ease-of- 2 administration and rapid new user setup
  • 4. The Sage CRM Interactive DashboardThe Sage CRM interactive dashboard Using innovative drag and drop functionality,revolutionises the way you manage your users can re-size and re-position gadgets,business and how your employees manage their enabling them to personalise the data they seeday. The interactive dashboard delivers a rich and how it is presented to them. This delivers anand personalised user experience that boosts intuitive and convenient way to view and actionproductivity and helps drive user adoption items reducing the need to switch betweenacross the business. screens. Users can manage their sales pipeline, check stock control from integrated SageWith the Sage CRM interactive dashboard, users ERP systems, monitor industry news content,can manage all their activity from one place. This manage their calendar and appointments andincludes their calendar, their tasks, their lists control and process leads all from the sameand web and RSS feeds, driving productivity screen in real-time.throughout your organisation and enablingyour staff to accomplish more from a tailored The Sage CRM Interactive Dashboard enablesworkspace that combines the information they users to dynamically link multiple gadgets on ause every day. single screen, maximising user productivity. A BENEFITS OF THE SAGE CRM INTERACTIVE DASHBOARD number of pre-installed role based dashboards • Enhances the user experience through a • Out-of-the-box integration with LinkedIn®Users can define their own personalised and are available out-of-the-box for sales, marketing, range of personalised options providing users with powerful networkingintuitive workspace from a series of gadgets and customer service and management. Users canweb feeds ensuring that all content is relevant to also create bespoke company dashboards for • Boosts staff productivity opportunities direct to their dashboardtheir needs, enhancing the user experience and key accounts ensuring that relevant content is • Empowers users to control and action • Easy integration of web and socialmaximising the productivity of your staff. available for maximum efficiency. activity from a single workspace media sites, maximising relevant content • Single view of relevant and comprehensive and customer-connectedness across the information enables businesses to make organisation informed decisions • Provides multiple information sources on a • Fully customisable layout using drag single screen and drop technology for rich, user-driven • Enables users to re-size and re-organise experience gadgets on the interactive dashboard for a • Pre-installed role-based dashboards for fully personalised user experience Sales, Marketing, Customer Services and • Provides users with a company dashboard Management, delivering relevant content to enable users to manage key accounts and immediate productivity gains for users better and teams3
  • 5. The Sage CRM Interactive Dashboard is an intuitive and customisable workspace fromwhere users can manage all their daily tasks and activities for maximum productivity 4
  • 6. “In the sales department, Sage CRM is the tool that we use all day long. It is vital in fact, because we log all our customer contact in Sage CRM and all our opportunities are tracked in Sage CRM. We would actually lose sight of our opportunities if we didn’t have a system like Sage CRM.”Empower Sales Teams to Sell Effectively Aine O’Mahony, Business Development Team Leader, CarTrawlerGenerating revenue from new and existing The interactive dashboard provides at-a-glancecustomers is an important task for companies. information to sales executives and managersSage CRM empowers organisations to sell more on performance at any point in time. Integrationeffectively and efficiently. Sales executives have with back-office applications provides sales staffa single point of access for calendars, accounts, with access to both financial and non-financialreports, pipeline management, contacts and call data, for a complete 360 degree view of theirlists; all of which ensure that they are producing customers which is displayed on the dashboardmore revenue per sales hour. for ease of reference. BENEFITS OF SAGE CRM TO THE SALES TEAM • Improves transparency in the sales pipeline • Eliminates manual/duplicated salesWith Sage CRM, the sales team can manage Sage CRM provides the sales team with the • Offers exception monitoring/alerts processesand action all their activities from the interactive ability to work from a mobile device regardlessdashboard. This intuitive and interactive of where they are located. This ensures that they • Enables corrective action against variance • Improves team collaboration onworkspace enables the sales team to monitor have fast, up-to-date access to critical customer earlier in the sales cycle opportunitiestheir opportunities and pipeline, manage their data especially for those that are often out on the • Enhances sales forecast accuracy • Provides seamless integration with MScalendar and tasks, and identify powerful road. Sage CRM supports online access to the • Enables quarterly sales performance Exchange server which enables field-basednetworking opportunities from LinkedIn®, all system from iPhone, Blackberry and Windows® monitoring staff to access real-time calendar, task andfrom this customisable workspace. mobile devices and has been optimised for the • Optimises sales resource against high contact information on any smartphone iPhone.Easy-to-use analytical tools help your sales team potential opportunities • Decreases time spent on administrativeto identify latent sales opportunities which exist The dashboard also display feeds from websites • Accelerates opportunity development taskswithin your customer database, and then create such as news monitoring which will keep them • Leads to improved win/loss ratio • Improves prospect targetingcross-sell and up-sell propositions accordingly. up-to-date with published news on their business • Leads to shortened sales cycles • Increases revenue yield per opportunityAutomated workflow and pipeline management and on their competitors. Users can also link to • Increases prospect-to-customer and accounteliminate unnecessary paperwork and ensure LinkedIn® and other social networking sites to conversion rate • Leverages intelligence from back-officethat sales teams are optimising their sales identify networking opportunities with customersprocesses and adhering to company-specific and prospects. • Delivers metrics on most valuable applicationssales stages. This means that opportunities will customers • Boosts sales team productivity through thebe progressed as quickly and as efficiently as • Reporting and analytics features to identify interactive dashboardpossible. customer trends and profiles • Delivers a single view of relevant and • Enables more effective identification of new comprehensive information to the sales market opportunities team to maximise use of their time • Maximises cross- and up-sell opportunities • Reduces sales training and administration5 costs
  • 7. Sage CRM provides sales teams with the ability to work effectively regardless of their location via onlineaccess through the Apple iPhone 6
  • 8. “We needed a system that would track all publications that went out to our customers within a given quarter. With Sage CRM, you can see which publications, newsletters and updates customers have received and all interactions following the receipt of these. There haveExecute Highly Effective Marketing been a considerable amount of cross-sellingCampaigns Quickly and Easily opportunities generated. Customers calling in response to an update are now automatically informed of other services that are available, thus ensuring we are making the most of everySage CRM provides powerful tools for marketing for monitoring marketing budgets and enables customer interaction”teams to plan, execute and audit highly targeted you to calculate direct revenue yields per Mark O’Connell,marketing campaigns. Sage CRM allows you campaign. Sage CRM improves lead quality and Marketing Manager, BDO Simpson Xavierto develop a deep understanding of your ensures higher conversion rates by sales. Thecustomers’ needs, enabling you to create a marketing team can leverage customer insightstailored proposition that can be communicated to develop retention programmes, as well asto them through their preferred marketing cross-sell and up-sell lifecycle management.channels. Marketing campaign workflows canbe easily customised so they are structured Marketing analytics and reporting ensurefor consistent execution for maximum reach absolute accountability at all stages in the cycle,and impact. Users can clone campaigns easily which means that ROI can be calculated with BENEFITS OF SAGE CRM TO THE MARKETING TEAMallowing them to create and share campaigns ease and the marketing budget is optimised atquickly and easily. all times. This information can be displayed on • Reduces marketing administrative • Enables close alignment with the sales the interactive dashboard for ease of reference. overhead and enables marketing budget to department and other key stakeholdersSage E-marketing for Sage CRM* is a fully be tracked and managed • Provides improved intelligence to marketingintegrated email marketing solution which The interactive dashboard is an intuitive • Enables marketing programmes to be on lead generation activitiesincludes attention-grabbing e-marketing workspace from which the marketing team can planned more efficiently and effectively • Enables accurate measurement oftemplates, smart-sending features, automated view and monitor marketing campaigns anddrip marketing campaigns and the ability to track activities. A pre-installed marketing dashboard is • Improves marketing campaign response marketing campaign ROIopen, click and bounce rates all from within available out-of-the-box or users can customise rate • Ensures customers receive the rightSage CRM. their own dashboard with content that is • Produces highly targeted customer marketing message at the right time relevant to them and their role. communications • Enables users to clone campaigns forSage CRM Total Campaign Management allows • Leads to decreased cost per customer department-wide collaborationmarketing users to execute multi-channel Users can incorporate social media channels acquired • Enables users to set up budget alerts formarketing campaigns and clone winning such as Twitter and LinkedIn® into Sage CRMcampaigns quickly and easily. With Sage CRM, enabling them to maximise their communications • Reduces marketing campaign lead times pinpoint budget managementusers can modify data while on a call to ensure and interactions with customers and prospects. • Delivers detailed information on the lifetime • Produces open, click and bounce rateclean data can be captured easily and leads can value of customers and enables profitable tracking for e-marketing campaignsbe rapidly converted to opportunities. customers to be easily identified • Delivers a single view of relevant and • Enables real-time marketing performance comprehensive marketing information onSage CRM provides effective controls and alerts analysis the interactive dashboard • Optimises marketing spend • Enables tracking of variance against targets7 * Sage E-marketing for Sage CRM requires an additional suibscription
  • 9. Sage E-marketing for Sage CRM enables users to roll out drip marketing campaigns quickly and easily 8
  • 10. “With Sage CRM, we now have a system that automates all of the administration in dealing with our customer base. Our operators have a full service and booking history of all the callers, therefore we are building up a much deeper impression of the ‘Avis experience’ that they are having. In addition, call resolution time is down, making it a more satisfying customer experience.” Ann Gallagher, Customer Relations Manager, AvisEnsure Customer Satisfaction and Loyalty BENEFITS OF SAGE CRM TO THE CUSTOMER SERVICE FUNCTIONKeeping customers loyal and providing them with can be managed directly from the interactivea satisfying and consistent customer experience dashboard removing the need to switch between • Enables customer satisfaction • Increases the number of queries resolvedcan be hard to perfect. Sage CRM enables your screens, maximising the productivity of agents. measurement and benchmarking on first contact ratecompany to roll-out web-based customer self- Knowledge management capabilities make it • Increases productivity of customer support • Leads to decreased number of serviceservice quickly and cost effectively. From here, easier to capture remedies related to specificusers can service their own information needs, issues which may recur over time, making sure representatives escalationstrack data and update the system without the that agents are not duplicating effort. • Ensures issues never “get lost between the • Decreases the number of customerrequirement for customer service assistance and cracks” complaints receivedat the time and place of their choice. Highly visual reports and graphical charts which • Monitors service performance against • Extends customer service through 24x7 are displayed on the interactive dashboard service level agreements self-service optionsAdditionally, you can maximise the provide detailed analysis on metrics such as call • Enables customer issues to be tracked and • Enables benchmarking/score carding ofsynchronisation between your service agents volume, case resolution times, communications,and your customers, ensuring that cases are follow-up statistics and escalation so responded to, regardless of who answers customer service operations on an on-progressed in a timely manner and in accordance management can quantify the performance of the phone or received the email going basiswith service level agreements (SLA). All cases the agents to the business. • Improves response times to customer • Leads to increased customer retention service requests • With the interactive dashboard, the • Reduces hold times for customers requiring customer service team can monitor customer support customer cases from the one workspace, • Reduces the average time to resolve an boosting agent productivity and maximising issue the efficient use of their time9
  • 11. The Sage CRM case management function allows companies to ensure that customer issues/queries are beingtracked, managed and followed-up effectively 10
  • 12. “Sage CRM is going to allow me to continue to grow the efficiencies within the company without increasing the overhead which is veryMake Informed Business Decisions important.” Penelope Pearce, Controller, EcoWaterHaving a detailed knowledge of your business With Sage CRM, senior managers haveperformance and a deep understanding of your the ability to validate forecast data with fullcustomers is critical for senior management. drill-down to the underlying opportunities.Sage CRM provides extensive central control Real-time visibility on revenue and budgetover operations and budgets, helping senior variance ensures that decisions are based onmanagement to control these areas more accurate information, and corrective actioneffectively. can be taken earlier in the cycle when it has maximum impact.Highly visual reports and graphical chartswhich are displayed for ease of reference on Integrated with your Sage back-officethe interactive dashboard provide at-a-glance applications, Sage CRM provides a completeinsight into business and employee performance view of the business and streamlined end-to-across multiple criteria facilitating informed end business management decisions. BENEFITS OF SAGE CRM FOR SENIOR MANAGERS • Drives revenue growth • Reduces margin erosion • Improves profitability • Reduces cost-of-sale • Provides improved support for strategic • Reduces customer attrition decision-making • Reduces administration cost • Enables real-time corporate performance • Eliminates process bottlenecks management • Reduces budget and performance variance • Drives productivity across the entire • Delivers at-a-glance business insight via the organisation interactive dashboard • Improves business/shareholder value11
  • 13. The Sage CRM Interactive Dashboard enables management to manage business andteam performance from a single workspace 12
  • 14. “Sage CRM’s web-based architecture greatly reduces deployment and maintenance costs as we could deploy on a single server and then simply provide access through a standard web browser for all users. In addition, most of the configuration could be done using Sage CRM’s intuitive and point and click configuration tools. We knew this would have terrific time and convenience benefits for us as the implementation progressed.” Howard Worthington, Senior Manager, Database Development, Alliance & LeicesterFlexible, Affordable, Scalable SolutionWith Sage CRM, you have the freedom to can improve productivity and empower yourchoose a solution that best fits your unique staff to communicate more effectively with yourbusiness requirements. You can choose from customers through Sage CRM.flexible deployment methods (on-premise, on-demand or cloud-deployable) with confidence, is a comprehensive on-demandknowing that Sage CRM will grow with you as CRM solution for businesses seeking a low- BENEFITS OF SAGE CRM TO IT MANAGEMENTyour business needs evolve. cost, turn-key option. • Offers highly competitive total cost of • Supports mobile staffSage offers an easy-to-use, fast-to-deploy A fixed monthly price delivers everything: the ownership • Empowers end-users to be self-relianton-premise CRM software solution with CRM application, support, training, backups • Requires minimum configuration around reporting requirementsout-of-the box but configurable business and updates. Data is maintained at a secure, out-of-the-box • Delivers enhanced security and privacy ofprocess automation. world-class, SAS70 certified data center. • Lowers administration and deployment customer and corporate data costs • Enables decreased administrationThe web-based CRM infrastructure and intuitive Sage CRM is fully cloud-enabled for customersbrowser interface ensure you’ll be up and who want to run Sage CRM in the cloud. This • Easy to integrate with third-party associated with regulatory compliancyrunning – and productive – quickly without delivers the best of both worlds for customers applications • Enables IT to spend more time on strategicburdening your IT staff. who want all the customisation capabilities of • Easy to integrate with on-demand services projects rather than day-to-day issue Sage CRM with all the flexibility that the cloud • Offers integration with leading Sage ERP resolutionIT Managers can get users up and running has to offer. systems • Enables quick and easy batch importquickly and easily thanks to the active directory • Leverages previous investments in back- of users from a Windows® network withimport feature. Businesses can keep standard Please contact your Sage Business Partner forlogons across their network which reduces full licensing and pricing details. office solutions and internet technologies standard logons, increasing IT productivityadministrative overhead and increases IT • Avoids “rip and replace” in the future and eliminating administrative overheadproductivity. • Scalable solution to accommodate growth • Administrators benefit from a single point and change of entry from where they can manageSage CRM offers flexible customisation • Offers flexibility to adapt to unique business existing Exchange users and add newoptions, automated process workflows, mobile processes users for ease-of-administrationsolutions, web self-service and more so you13
  • 15. Exchange Server integration can be created and synchronisation underway rapidly. 14
  • 16. About Sage CRM Sage CRM is used by over 10,000 organisations in 70 countries worldwide to manage their critical sales, marketing and customer service activities every day. Award-winning Sage CRM equips businesses with the tools they need to find new customers, close sales faster and build lasting, more profitable relationships across all channels. Regardless of how, when or where customers, partners and prospects choose to interact with your business, Sage CRM provides a decisive advantage by delivering a comprehensive, easy-to-use system to successfully manage these relationships. Thanks to its ERP integration capabilities, the Sage CRM front-office is powered by data from the back-office to give sales, marketing, customer service and other front-office staff a true 360 degree view of customers across front- and back-office functions, differentiating it from many other CRM solutions in the market today. Visit the Sage CRM Ecosystem at to join the conversation on our user and partner communities and to access the full range of Sage CRM apps and extras. The Sage Difference • The leading supplier of CRM solutions to SMB organisations worldwide • Over 6.3 million customers • Over 3.1 million Sage CRM Solutions users worldwide • Over 13,400 employees • Over 30,000 Sage-certified partners specializing in business applications • Direct presence in 24 countries • Relationships with over 40,000 accountancy practices • 30 years experience *Source: AMR Research, 2009, The Global Enterprise Application Market© 2011 Sage Group plc.