Mobile: Session 8: The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM Success in the Cloud
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Mobile: Session 8: The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM Success in the Cloud

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Auto parts distributor Autoteile Lott has found CRM and applications delivered via the cloud to be key components in its selling strategy. They'll provide first-hand examples of how SugarCRM can be ...

Auto parts distributor Autoteile Lott has found CRM and applications delivered via the cloud to be key components in its selling strategy. They'll provide first-hand examples of how SugarCRM can be integrated with key on-line commerce systems like eBay and xtCommerce, and how it powers their cloud-based call center, integrates with their ERP system to perform customer surveys, and collects all critical data on customers' vehicles in order to make every order delivered perfect.

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Mobile: Session 8: The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM Success in the Cloud Mobile: Session 8: The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM Success in the Cloud Presentation Transcript

  • The Cloud and Distance Selling: How an AutoParts Manufacturer Found CRM Success in the Cloud
  • Alexander LottCEO of Lott Autoteile alex@lott.de 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 2
  • Topics About Lott Carparts Project idea and setup Project realization Next Steps QuestionsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 3
  • About Lott Selling carparts to „do it yourself‘s“ 250,000 customers Based in Germany Customers all over Europe Industry: mail order businessTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 4
  • Basic situation and problems Data was held in different systems Systems where hosted externally or run local The local systems could not be reached externally and could not be connected to the other systems Too less data from customers could be combined or even be saved New processes could not be integratedTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 5
  • Project goals A CRM-System is a must for combining data and integration of new processes All data should be combined in the CRM-System All systems should be connected and hosted in an flexible private cloudTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 6
  • Approach system selection Definition project scope Pre selection of possible integration partners and systems Short presentation of 5 crm vendors Detailed specification with one vendor (other for backup) Decision and project startTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 7
  • Why SugarCRM / Insignio Comprehensive range of functions Many existing integrations with other systems Flexible choice of hosting (public cloud, private cloud, on demand) Very adaptable PricingTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 8
  • Main project topics Preparing the basic systems (ERP, VoIP Solution, Mail Order, Online-Shop) Prepare the basic systems to be run in the private cloud Generate Interfaces to be possible to connect to Sugar Setup the systems to connect to external systems like ebayTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 9
  • Customizing Sugar Phone Integration Sales process (Quotation-, Shop- and Order Systems) After sales process (car question tool) Support process (email integration)Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 10
  • Phone Integration – Incoming CallTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 11
  • Phone Integration – Call AssignmentTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 12
  • Phone Integration – Missed CallsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 13
  • Phone Integration – Outgoing CallsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 14
  • Phone Integration – Car Assignment (2)Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 15
  • Sales process – Finding the right partsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 16
  • Sales process – Quote creationTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 17
  • Sales process – Self service buyingTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 18
  • After sales – Self service car question toolTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 19
  • Sales process – Self service buying (backend)Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 20
  • Support – TicketingTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 21
  • Support – email speed integrationTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 22
  • Support – Ticket DashboardTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 23
  • Next steps Marketing integration Return management system Using the collected data for further improvementsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 24
  • Questions 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 25
  • Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback*Prizes for attendees who submit session feedback using the Mobile App 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 26
  • #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 27