CRM: A Business Imperative for Companies during the Global Economic Downturn
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CRM: A Business Imperative for Companies during the Global Economic Downturn

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CRM: A Business Imperative for Companies during the Global Economic Downturn ...

CRM: A Business Imperative for Companies during the Global Economic Downturn

Companies that invest wisely in information technology will reap the rewards
Implementing CRM will enable you to:
Increase revenue-generating activities
Achieve significant cost-savings and on-going productivity improvements
Deliver exceptional and personalised service

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  • Navigating through turbulent times is never easy, but today’s economic conditions are more challenging than most companies have ever faced. These turbulent times present new opportunities for companies that invest wisely in information technologies. Sage CRM is working with small and medium sized businesses like yours today to help protect and growth revenues during the economic downturn through the use of Customer Relationship Management (CRM) software. CRM enables companies to deliver exceptional and personalised service consistently to their customers during these challenging times, increase their customer revenue share through highly focussed business development programmes extend the reach and effectiveness of new business programmes achieve significant cost savings and on-going productivity improvements
  • In these turbulent times, companies need to examine how they can safeguard revenues and profitability and particularly within their own customer base. Otherwise they are just delaying the inevitable; more painful cost reductions and the very real possibility of sliding into an irrevocable decline. SMBs need practical solutions that will help them to drive productivity and increase effectiveness across their operations. Implementing CRM can drive operational improvements needed to survive and accelerate your company out of the downturn.
  • In these turbulent times, companies need to examine how they can safeguard revenues and profitability and particularly within their own customer base. Otherwise they are just delaying the inevitable; more painful cost reductions and the very real possibility of sliding into an irrevocable decline. SMBs need practical solutions that will help them to drive productivity and increase effectiveness across their operations. Implementing CRM can drive operational improvements needed to survive and accelerate your company out of the downturn.
  • In these turbulent times, companies need to examine how they can safeguard revenues and profitability and particularly within their own customer base. Otherwise they are just delaying the inevitable; more painful cost reductions and the very real possibility of sliding into an irrevocable decline. SMBs need practical solutions that will help them to drive productivity and increase effectiveness across their operations. Implementing CRM can drive operational improvements needed to survive and accelerate your company out of the downturn.
  • In a downturn, CRM should not be viewed as a discretionary initiative; it is now an operational and financial imperative for all SMBs. The biggest mistake a company can make at the moment, therefore, is to continue with a ‘business as usual’ mindset notwithstanding exceptional trading circumstances, and hope to ride out the storm through good fortune alone. The ‘cost of doing nothing’ is significant as demonstrated in the table above.
  • Hidden inefficiencies and costs will become more pronounced as the downturn progresses. This combination of factors is likely to impact materially on overall company viability as each month passes; with the potential for terminal consequences in the case of SMB organisations. Implementing CRM within your organisation can address these issues immediately and prepare you for the economic recovery.
  • Sage CRM Solutions empower organisations to sell more effectively and efficiently during a downturn. Sales executives have a single point of access for calendars, accounts, reports, pipelines, contacts and call lists; which ensure that they are producing more revenue per sales hour. Easy-to-use analytical tools enable your sales team to identify latent sales opportunities which exist within your customer database, and then create cross-sell and up-sell propositions accordingly. Automated workflow eliminates unnecessary paperwork and ensures that sales teams follow company-specific opportunity milestones. This means that opportunities will be progressed as quickly and as efficiently as possible. Dashboards and reports provide at-a-glance information to sales executives and managers on performance at any point in time. Integration with back-office applications provides sales staff with access to both financial and non-financial customer data, for a complete 360 degree view of their customers. Mobile and offline solutions provide sales teams with access to the information and services that they need to do their jobs effectively; regardless of their location, device or connection, and ensuring that they are as productive in the field as they are in the office.
  • Sage CRM Solutions empower organisations to sell more effectively and efficiently during a downturn. Sales executives have a single point of access for calendars, accounts, reports, pipelines, contacts and call lists; which ensure that they are producing more revenue per sales hour. Easy-to-use analytical tools enable your sales team to identify latent sales opportunities which exist within your customer database, and then create cross-sell and up-sell propositions accordingly. Automated workflow eliminates unnecessary paperwork and ensures that sales teams follow company-specific opportunity milestones. This means that opportunities will be progressed as quickly and as efficiently as possible. Dashboards and reports provide at-a-glance information to sales executives and managers on performance at any point in time. Integration with back-office applications provides sales staff with access to both financial and non-financial customer data, for a complete 360 degree view of their customers. Mobile and offline solutions provide sales teams with access to the information and services that they need to do their jobs effectively; regardless of their location, device or connection, and ensuring that they are as productive in the field as they are in the office.
  • Sage CRM Solutions empower organisations to sell more effectively and efficiently during a downturn. Sales executives have a single point of access for calendars, accounts, reports, pipelines, contacts and call lists; which ensure that they are producing more revenue per sales hour. Easy-to-use analytical tools enable your sales team to identify latent sales opportunities which exist within your customer database, and then create cross-sell and up-sell propositions accordingly. Automated workflow eliminates unnecessary paperwork and ensures that sales teams follow company-specific opportunity milestones. This means that opportunities will be progressed as quickly and as efficiently as possible. Dashboards and reports provide at-a-glance information to sales executives and managers on performance at any point in time. Integration with back-office applications provides sales staff with access to both financial and non-financial customer data, for a complete 360 degree view of their customers. Mobile and offline solutions provide sales teams with access to the information and services that they need to do their jobs effectively; regardless of their location, device or connection, and ensuring that they are as productive in the field as they are in the office.
  • Sage CRM Solutions empower organisations to sell more effectively and efficiently during a downturn. Sales executives have a single point of access for calendars, accounts, reports, pipelines, contacts and call lists; which ensure that they are producing more revenue per sales hour. Easy-to-use analytical tools enable your sales team to identify latent sales opportunities which exist within your customer database, and then create cross-sell and up-sell propositions accordingly. Automated workflow eliminates unnecessary paperwork and ensures that sales teams follow company-specific opportunity milestones. This means that opportunities will be progressed as quickly and as efficiently as possible. Dashboards and reports provide at-a-glance information to sales executives and managers on performance at any point in time. Integration with back-office applications provides sales staff with access to both financial and non-financial customer data, for a complete 360 degree view of their customers. Mobile and offline solutions provide sales teams with access to the information and services that they need to do their jobs effectively; regardless of their location, device or connection, and ensuring that they are as productive in the field as they are in the office.
  • Sage CRM Solutions empower organisations to sell more effectively and efficiently during a downturn. Sales executives have a single point of access for calendars, accounts, reports, pipelines, contacts and call lists; which ensure that they are producing more revenue per sales hour. Easy-to-use analytical tools enable your sales team to identify latent sales opportunities which exist within your customer database, and then create cross-sell and up-sell propositions accordingly. Automated workflow eliminates unnecessary paperwork and ensures that sales teams follow company-specific opportunity milestones. This means that opportunities will be progressed as quickly and as efficiently as possible. Dashboards and reports provide at-a-glance information to sales executives and managers on performance at any point in time. Integration with back-office applications provides sales staff with access to both financial and non-financial customer data, for a complete 360 degree view of their customers. Mobile and offline solutions provide sales teams with access to the information and services that they need to do their jobs effectively; regardless of their location, device or connection, and ensuring that they are as productive in the field as they are in the office.
  • In the downturn, buyers are demanding even greater value-for-money and are exercising great discretion in the products and services that they purchase. Sage CRM Solutions allow you to develop a deep understanding of your customers’ needs; enabling you to create a bespoke proposition that can be communicated to them through their preferred marketing channels. Sage CRM Solutions provide effective controls for monitoring marketing budget and enable you to calculate direct revenue yields per campaign. In a downturn, only those companies whose marketing messaging and activity is targeted, compelling and timely will survive. Sage CRM Solutions will improve lead quality and ensure higher conversion rates by sales. The marketing team can leverage customer insights to develop retention programmes, as well as cross-sell and up-sell lifecycle management. Marketing analytics and reporting ensure absolute accountability at all stages in the cycle which means that the return-on-programme investment can be calculated with ease and marketing budget is optimised at all times.
  • In the downturn, buyers are demanding even greater value-for-money and are exercising great discretion in the products and services that they purchase. Sage CRM Solutions allow you to develop a deep understanding of your customers’ needs; enabling you to create a bespoke proposition that can be communicated to them through their preferred marketing channels. Sage CRM Solutions provide effective controls for monitoring marketing budget and enable you to calculate direct revenue yields per campaign. In a downturn, only those companies whose marketing messaging and activity is targeted, compelling and timely will survive. Sage CRM Solutions will improve lead quality and ensure higher conversion rates by sales. The marketing team can leverage customer insights to develop retention programmes, as well as cross-sell and up-sell lifecycle management. Marketing analytics and reporting ensure absolute accountability at all stages in the cycle which means that the return-on-programme investment can be calculated with ease and marketing budget is optimised at all times.
  • In the downturn, buyers are demanding even greater value-for-money and are exercising great discretion in the products and services that they purchase. Sage CRM Solutions allow you to develop a deep understanding of your customers’ needs; enabling you to create a bespoke proposition that can be communicated to them through their preferred marketing channels. Sage CRM Solutions provide effective controls for monitoring marketing budget and enable you to calculate direct revenue yields per campaign. In a downturn, only those companies whose marketing messaging and activity is targeted, compelling and timely will survive. Sage CRM Solutions will improve lead quality and ensure higher conversion rates by sales. The marketing team can leverage customer insights to develop retention programmes, as well as cross-sell and up-sell lifecycle management. Marketing analytics and reporting ensure absolute accountability at all stages in the cycle which means that the return-on-programme investment can be calculated with ease and marketing budget is optimised at all times.
  • Sage CRM Solutions will enable your company to roll-out web-based customer self-service quickly and cost effectively. From here, users can service their own information needs, track data and update the system without the requirement for customer service assistance and at the time and place of their choice. Additionally, you can maximise the synchronisation between your service agents and your customers, ensuring that cases are progressed in a timely manner and in accordance with service level agreements (SLA). Knowledge management capabilities make it easier to capture remedies related to specific issues which may recur over time; making sure that agents are not duplicating effort. Reports and dashboards provide detailed analysis on metrics such as call volume, case resolution times, communications, follow-up statistics and escalation so management can quantify the benefit of the agents to the business and to their customers.
  • Sage CRM Solutions will enable your company to roll-out web-based customer self-service quickly and cost effectively. From here, users can service their own information needs, track data and update the system without the requirement for customer service assistance and at the time and place of their choice. Additionally, you can maximise the synchronisation between your service agents and your customers, ensuring that cases are progressed in a timely manner and in accordance with service level agreements (SLA). Knowledge management capabilities make it easier to capture remedies related to specific issues which may recur over time; making sure that agents are not duplicating effort. Reports and dashboards provide detailed analysis on metrics such as call volume, case resolution times, communications, follow-up statistics and escalation so management can quantify the benefit of the agents to the business and to their customers.
  • Sage CRM Solutions will enable your company to roll-out web-based customer self-service quickly and cost effectively. From here, users can service their own information needs, track data and update the system without the requirement for customer service assistance and at the time and place of their choice. Additionally, you can maximise the synchronisation between your service agents and your customers, ensuring that cases are progressed in a timely manner and in accordance with service level agreements (SLA). Knowledge management capabilities make it easier to capture remedies related to specific issues which may recur over time; making sure that agents are not duplicating effort. Reports and dashboards provide detailed analysis on metrics such as call volume, case resolution times, communications, follow-up statistics and escalation so management can quantify the benefit of the agents to the business and to their customers.
  • Sage CRM Solutions will enable your company to roll-out web-based customer self-service quickly and cost effectively. From here, users can service their own information needs, track data and update the system without the requirement for customer service assistance and at the time and place of their choice. Additionally, you can maximise the synchronisation between your service agents and your customers, ensuring that cases are progressed in a timely manner and in accordance with service level agreements (SLA). Knowledge management capabilities make it easier to capture remedies related to specific issues which may recur over time; making sure that agents are not duplicating effort. Reports and dashboards provide detailed analysis on metrics such as call volume, case resolution times, communications, follow-up statistics and escalation so management can quantify the benefit of the agents to the business and to their customers.
  • Sage CRM Solutions will enable your company to roll-out web-based customer self-service quickly and cost effectively. From here, users can service their own information needs, track data and update the system without the requirement for customer service assistance and at the time and place of their choice. Additionally, you can maximise the synchronisation between your service agents and your customers, ensuring that cases are progressed in a timely manner and in accordance with service level agreements (SLA). Knowledge management capabilities make it easier to capture remedies related to specific issues which may recur over time; making sure that agents are not duplicating effort. Reports and dashboards provide detailed analysis on metrics such as call volume, case resolution times, communications, follow-up statistics and escalation so management can quantify the benefit of the agents to the business and to their customers.
  • Sage CRM Solutions will enable your company to roll-out web-based customer self-service quickly and cost effectively. From here, users can service their own information needs, track data and update the system without the requirement for customer service assistance and at the time and place of their choice. Additionally, you can maximise the synchronisation between your service agents and your customers, ensuring that cases are progressed in a timely manner and in accordance with service level agreements (SLA). Knowledge management capabilities make it easier to capture remedies related to specific issues which may recur over time; making sure that agents are not duplicating effort. Reports and dashboards provide detailed analysis on metrics such as call volume, case resolution times, communications, follow-up statistics and escalation so management can quantify the benefit of the agents to the business and to their customers.

CRM: A Business Imperative for Companies during the Global Economic Downturn CRM: A Business Imperative for Companies during the Global Economic Downturn Presentation Transcript

  • CRM: A Business Imperative for Companies during the Global Economic Downturn
    Mr. NavikNumsiang
    Managing Director
    Sundae Solutions Co., Ltd.
    navik@sundae.co.th
    www.sundae.co.th
  • Situation
    Companies facing the toughest economic conditions in several generations
    Businesses have seen a rapid deterioration in their operational cashflows
    Instinctive reaction to cut all strategic projects and wait until things improve
    However, this could prove more detrimental in the long-term
    Companies that invest wisely in information technology will reap the rewards
    Implementing CRM will enable you to:
    Increase revenue-generating activities
    Achieve significant cost-savings and on-going productivity improvements
    Deliver exceptional and personalised service
  • Why CRM?
    CRM is a business
    strategy designed to
    optimise profitability, revenue and
    customer satisfaction
    Gartner
    Management Tools & Trends 2009 by Bain & Co.
  • Why CRM?
    Helps protect revenue streams from your current customers
    Provides you with a 360 degree view of customer interaction across sales, marketing, service and finance functions
    CRM is a business
    strategy designed to
    optimise profitability, revenue and
    customer satisfaction
    Gartner
  • 360 Degree Customer View
    • Sage CRM provides real 360 degree visibility on customers across sales, marketing, customer service and accounts.
    • For each individual customer, users have instant access to areas such as:
    • Opportunities
    • Communications
    • Cases
    • Invoices
    Drill-down to underlying opportunity
    Drill-down to underlying communication
    Drill-down to underlying
    case
    Drill-down to underlying
    Invoice*
    5
  • Why CRM?
    Helps protect revenue streams from your current customers
    Provides you with a 360 degree view of customer interaction across sales, marketing, service and finance functions
    Enables you to unearth latent revenue opportunities
    Equips your sales team to deliver highly focussed business development programmes
    Replaces sporadic interaction with true customer lifecycle management
    CRM is a business
    strategy designed to
    optimise profitability, revenue and
    customer satisfaction
    Gartner
  • CRM and Your Customer Base
    CRM enables you to grow revenue with existing customers by:
    Understanding true cross- and up-sell opportunities maximising profitability of every customer relationship
    Delivering highly targeted marketing messages to specific customers or customer segments dramatically reducing cost per lead
    Reducing amount of time and cost it takes to resolve service issues without compromising exceptional service experience keeping your customers loyal
    Empowering customer-facing staff while retaining control over headline resource, performance and budget management
  • CRM and New Business Development
    CRM enables you to capture and develop new business at a lower cost by:-
    Achieving operational efficiency within sales and marketing functions
    Sales team are focussed on opportunities most likely to close
    Delivering highly targeted marketing messages to specific prospects or market segments to dramatically reduce cost-per-lead
    Introducing marketing accountability to ensure you are achieving right level of return form your marketing spend
    Stripping manual administration – less paperwork, errors, repetition and cost
    Empowering customer-facing staff while retaining control over headline resource, performance and budget management
  • Why Now?
    “We are at an extraordinary period of history. It is a time of crisis and unprecedented uncertainty, even fear; but it is also a time of opportunity for change and profound transformation.”
    Klaus Schwab, Chairman, World Economic Forum 2009
  • Why Now?
    Your customers and potential customers facing identical cost pressures
    Their purchasing behaviour has changed;
    Spending less but looking for more value for money
    Far more discerning about potential purchases and suppliers
    You will need to work harder and smarter to increase revenues
    Biggest mistake would be to ‘sit back’ and do nothing
    “We are at an extraordinary period of history. It is a time of crisis and unprecedented uncertainty, even fear; but it is also a time of opportunity for change and profound transformation.”
    Klaus Schwab, Chairman, World Economic Forum 2009
  • Actual Cost of Doing Nothing
  • Actual Cost of Doing Nothing
    Example 1:
    A sales executive spends 6 weeks closing a 500,000 Baht opportunity with a new customer rather than spending 2 weeks closing a similar opportunity with an existing customer
    Example 2:
    A sales executive with a base salary of 300,000 Baht per year spends 10 hours per week on sales administration
    Example 3:
    A sales executive focuses exclusively on a large but poorly-qualified opportunity worth 5,000,000 Baht rather than pursuing three 600,000 Baht deals with a far higher likelihood of closing
    Example 5:
    At a company, 25% of customer support requests; equating to 2 FTEs earning 150,000 Baht each per year, could be handled on a self-service basis over the web
    Example 6:
    At a company where an average deal is worth 35,000 Baht and the sales team closes one-in-five leads, lower than anticipated demand generated by traditional marketing activities translates into a 30% net decrease in inbound sales enquiries from 80 per month to only 56 per month
    Example 4:
    At a company with 1,000 customers on 10,000 Baht per year service contracts, a 30% increase in call queuing time translates into a 15% increase in non-renewal of service contracts the following year
    2.02m Baht in lost revenues over the year
    75,000 Baht direct salary cost per yr
    1,800,000 Baht opportunity cost
    1,500,000 Baht in lost revenues
    300,000 direct salary cost
    1,000,000 Baht opportunity cost
  • Business Impact of Inaction
  • How CRM Benefits Your Business?
  • How CRM Benefits Sales
    Maximises cross- and up-sell opportunities
    Improves team collaboration on opportunities
  • Sales Team Empowerment
    Sage CRM empowers sales staff to sell more effectively
    • SageCRM provides sales staff with instant access to the tools and information they need to sell more effectively. These include:
    • Customer intelligence
    • Calendars
    • Accounts
    • Reports
    • Pipelines
    • Contacts
    • Lists
    • Dashboards
    The “Calendar” tab provides sales staff with a unified view of upcoming activities and tasks which can be viewed by day, week, month and due-date
    Dashboards provide sales representatives and managers with a single view of key sales information and performance data
    The “Quick Look” tab provides sales staff with summary information on communications history, active opportunities and open cases
    Sales representatives and sales managers can generate sales performance reports in a few simple steps
    The “Opportunities” tab presents sales representatives and sales managers with a unified view of all current opportunities by value and stage
    Multiple contacts can be captured, accessed and managed for each company or sales opportunity
    The “Invoice”* tab provides sales staff with an overview of the transaction history of their customers along with drill-down to the underlying invoice
    Sales lists can be defined according to multiple criteria, and can be maintained as static or dynamic groups for on-going sales activities
  • Opportunity Management
  • Opportunity Workflow Improves win rates
  • How CRM Benefits Sales
    Maximises cross- and up-sell opportunities
    Improves team collaboration on opportunities
    Improves prospect targeting
  • Lead Management
    Sage CRM ensures that all leads are captured, allocated and progressed
    • SageCRM workflow manages leads seamlessly from capture to opportunity conversion
    • Leads can be rated, reassigned, edited or converted to an opportunity, and call-backs can be scheduled with ease
    • A full lead audit trail is provided throughout and dashboards ensure transparency
  • How CRM Benefits Sales
    Maximises cross- and up-sell opportunities
    Improves team collaboration on opportunities
    Improves prospect targeting
    Increases revenue yield per opportunity and account
    Provides real-time visibility on sales KPIs
  • How CRM Benefits Sales
    Maximises cross- and up-sell opportunities
    Improves team collaboration on opportunities
    Improves prospect targeting
    Increases revenue yield per opportunity and account
    Provides real-time visibility on sales KPIs
    Improves win rates
    Shortens sales cycles
    Reduces sales training costs
    Decreases time spent on administrative tasks
  • Back Office Integration
  • Extensive Workflow
  • Sales Mobility
  • How CRM Benefits Sales
    Maximises cross- and up-sell opportunities
    Improves team collaboration on opportunities
    Improves prospect targeting
    Increases revenue yield per opportunity and account
    Provides real-time visibility on sales KPIs
    Improves win rates
    Shortens sales cycles
    Reduces sales training costs
    Decreases time spent on administrative tasks
    Reduces sales forecast variance
  • Sales Forecasting
    Sage CRM makes sales forecasting easy
    • Forecast information is automatically consolidated from the sales pipeline
    • Individual opportunities can be excluded where necessary
    • Sales managers can automatically consolidate the individual forecasts of members of their team
  • How CRM Benefits Marketing
    Enables marketing programmes to be planned more efficiently and effectively
    Improves campaign response rates
    Enables accurate measurement of marketing campaign RoI
  • Campaign Management
    SageCRM enables multi-wave marketing activity with full resource management
    • Project manage the execution of marketing campaigns across multiple channels and multiple resources
    • Full drill-down to underlying waves, wave activities, resources and budgets
    • Leads are automatically associated back to their originating campaign
  • Marketing Campaign Report
  • SageCRM provides comprehensive outbound call management facilities
    • SageCRM provides for the full definition of call scripts, daily calling targets and calling teams
    • Scripts can incorporate drop-down and free-text boxes for information capture, and can follow dynamic routing according to particular responses
    • SageCRM also supports CTI
    Outbound Call Management
  • How CRM Benefits Marketing
    Enables marketing programmes to be planned more efficiently and effectively
    Improves campaign response rates
    Enables accurate measurement of marketing campaign RoI
    Ensures customers and prospects receives the right marketing message at the right time
  • SageCRM enables marketing staff to create and manage marketing lists effectively
    • SageCRM equips marketing staff with the tools to target the right companies at the right time, eliminating guesswork and optimizing marketing spend
    • Marketing lists can be defined using simple or complex queries, and can be based on transaction history if necessary
    • Specific response types automatically generate new lists for follow on activities
    33
    Segmentation Management
  • E-Marketing
    SageCRM provides for intelligent E-Marketing solution
    • Sage CRM allows you to do electronic marketing including
    • Email marketing
    • Landing zone
    • Web links
    • Online Survey
    • All e-marketing communication for each customer tracked by Sage CRM including
    • Bounce emails
    • Email open
    • Survey
    • Landing zone
  • British Council - Visitor Registration
    • Visitors register their details on the website
    • Contact information and details of their interests is saved directly to Sage CRM Company and Person records
    • British Council users use the full range of Sage CRM tools for managing this data and producing targeted marketing
  • How CRM Benefits Marketing
    Enables marketing programmes to be planned more efficiently and effectively
    Improves campaign response rates
    Enables accurate measurement of marketing campaign RoI
    Ensures customers and prospects receives the right marketing message at the right time
    Reduces marketing administrative overhead and enables marketing budget to be tracked and managed
    Decreases the cost per customer acquired
    Reduces marketing campaign lead times
    Reduces cost per lead
  • How CRM Benefits Customer Service
    Provides web self-service
  • The SageCRM Self Service Portal allows customer to access CRM functionality over the web
    • SageCRM enables customers to securely access CRM functionality over-the-web through the product’s self-service functionality
    • Customers can log new support issues and can also review the status of their open cases
    • Where appropriate, customers can also access account details
    Customer Self Service
  • How CRM Benefits Customer Service
    Provides web self-service
    Increases productivity of agents
  • SageCRM provides real-time customer service visibility and workflow
    • Customer Service staff benefit from complete visibility on customer interaction including sales, marketing & finance
    • Workflow automation ensures that service issues meet service level obligations and are progressed to satisfactory resolution on a timely and efficient basis
    Enhanced Customer Visibility with Extensive Workflow
  • How CRM Benefits Customer Service
    Provides web self-service
    Increases productivity of agents
    Ensures issues never “get lost between the cracks”
  • SageCRM provides real-time monitoring of SLAs
    • Customer Service staff benefit from real-time visibility on service level performance by customer case
    • Full drill-down is provided to the underlying case details across multiple tabs
    Traffic Light Monitoring of Cases
  • How CRM Benefits Customer Service
    Provides web self-service
    Increases productivity of agents
    Ensures issues never “get lost between the cracks”
    Enables agents to capture further sales leads from customer interactions
  • How CRM Benefits Customer Service
    Provides web self-service
    Increases productivity of agents
    Ensures issues never “get lost between the cracks”
    Enables agents to capture further sales leads from customer interactions
    Improves response times to customer service requests
    Increases customer retention
    Reduces customer support costs
    Reduces the average time to resolve an issue
  • Avis Customer Care
    Customer Resolution Time Has Reduced by 2.82 Days and Within SLA
    Productivity Gains of 6% with 7% Less FTE
    Reduction of 4% to Incoming Call Abandon Rate
    Average Cost of Adjustment Reduced by 16%
    More Satisfying Customer Experience
  • Knowledge Base
    Centrally store and share customer service knowledge and solutions
    • SageCRM enables customer service agents to document, store and share solutions to common issues using the product’s knowledge base
    • All potential solutions follow approval workflow before publication
    • Once published, all solutions are fully searchable
    46
  • How CRM Benefits Customer Service
    Provides web self-service
    Increases productivity of agents
    Ensures issues never “get lost between the cracks”
    Enables agents to capture further sales leads from customer interactions
    Improves response times to customer service requests
    Increases customer retention
    Reduces customer support costs
    Reduces the average time to resolve an issue
    Decreases the number of customer cases that are re-opened
    Decreases the number of customer service escalations
  • Summary
    You will have…
    A single view of their customers
    Reduced inefficiency
    Improved cross-sell and up-sell opportunities
    Better marketing insights
    Improved visibility of operations
    Higher customer retention
  • ?
    What is your CRM Strategy?
  • Thanks You
    Mr. NavikNumsiang
    Managing Director
    Sundae Solutions Co., Ltd.
    navik@sundae.co.th
    www.sundae.co.th
    Most of presentation material from Sage CRM Solutions