2. 2
THE HISTORY
CRM Online was started in 2006 with a vision of leveraging cloud-based CRM (customer relationship management)
and associated customer engagement platforms to help our clients drive their customer experience. We do this by
helping our customers map out their own customer journey and identify the key touch points within that journey and
how they can leverage technology and processes to improve that experience.
Within that customer journey, having a well designed CRM platform is a key factor in delivering a good customer
experience.As it stands today, CRM Online has chosen to work with, arguably, two of the leading CRM platforms
available on the market today in SugarCRM and Salesforce.com. What separates these two platforms from the pack is
that both of these systems are open platforms that can be tailored to meet our customers needs. This allows the CRM
systems that our customers choose to grow with them as their needs evolve.
So, why choose CRM Online?
CRM Online is more than just a specialist CRM implementor. Our team are constantly searching the globe for the
best in third party applications to enhance the value that our customers get out of their CRM systems. We combine
these third party platforms with our own in house developed industry solutions and products to provide a complete
solution for our customers. Our expertise spans the customer engagement spectrum, including sales automation,
customer surveying, marketing automation, relationship analytics, document generation, electronic signing, and
business intelligence.
Put simply, our goal is to be your partner in improving your customer experience and ultimately increase customer
retention, increase sales effectiveness and measure and improve customer loyalty.
We hope you’ll join us on that journey.
Sincerely yours,
Glenn Richmond
CEO & Founder
3. 3
OUR SERVICES
Customer Journey Mapping
CRM Design, Implementation & Ongoing Strategy
Internal Process Analysis and Improvement
Planning & Implementation of Marketing Automation
Process & Billing Automation
Integration with Core Systems to Create a Single Customer View
4. 4
Contents
THE HISTORY 2
OUR SERVICES 3
CUSTOMER RELATIONSHIP MANAGEMENT 5
SUGARCRM6
SALESFORCE.COM8
MARKETING AUTOMATION 9
ACT-ON9
TRUSTSPHERE10
OUR OWN INNOVATIONS 11
INTELLICHECK11
INTELLIDOCS12
INTELLISYNC13
ACCOUNTING CONNECT 14
RSVP SELLING 15
CUSTOMER STORIES 16
P N BANK 16
STREAMLINING BUSINESS PROCESSES 16
BUSINESS NEWS WA 17
INTEGRATING BUSINESS PROCESSES AND FINANCES 17
THE AFL PLAYERS’ ASSOCIATION 18
CENTRALISING DOCUMENTATION SYSTEMS 18
OUR LOCATIONS 19
5. 5
CUSTOMER RELATIONSHIP
MANAGEMENT
A well implemented CRM system is essential to providing a good customer experience in any organisation. The
breadth and depth of what a CRM platform can achieve is significant, but some of the most common business
challenges include:
CRM Online has implemented systems that have solved these challenges as well as more “outside of the box” scenarios,
including automated billing systems and integrated cloud accounting platforms, compliance, job management, time
tracking and billing systems for fire and electrical services, automated document generation and electronic signing
automation, and platforms for measuring foot traffic to lead conversion ratios for consumer focused industries.
Streamlining internal processes, sales and
customer service
Creating a single customer view in order to
ensure that customers are serviced efficiently
and effectively
Marketing automation, targeting
communication based on customer profiling
and increasing sales conversion
Customer surveying in order to measure and
improve customer retention, and identifying at
risk customers
Driving a customer centric approach by
measuring the responsiveness and activities of
staff and providing real time feedback of that
data to staff and management
6. 6
SUGARCRM
CRM Online is an Advanced SugarCRM Partner in the Asia Pacific Region and is the only SugarCRM partner in APAC
to have been recognised at the global SugarCRM conference for the past 4 years running. Being one of the most
innovative CRM platforms on the market (SugarCRM has been named a Visionary in the Gartner Magic Quadrant for
Sales Force Automation for two consecutive years), SugarCRM has allowed us to solve a range of business challenges,
with arguably one of the strongest open source architectures available today. SugarCRM enables businesses to create
extraordinary customer relationships by placing the customer at the heart of your business, creating a single view
across departments, and allowing employees to intuitively drive their day-to-day tasks with what SugarCRM refers to as
SugarUX, a design philosophy that means accelerated adoption and on-going positive experience with the platform.
KEY FACTS:
CRM Online has more than 150 clients across Australia and APAC using SugarCRM
The reason CRM Online implements CRM systems on the SugarCRM platform has always been due to the unparalleled
flexibility we have with the platform paired with the cost effectiveness and our ability to deliver very well executed
solutions for our clients. We focus strongly on the end-user experience, leveraging SugarUX to tailor a solution that
aligns well with your requirements and is upgrade friendly.
7. 7
CRM Online has Certified SugarCRM Sales Specialists, Certified Administrators as well as
Certified SugarCRM Developers.
KEY PLATFORM STRENGTHS:
The unlimited flexibility to integrate and tailor to create
your single customer view
Sales, Customer Service, Marketing, Workflow, Reporting
Analytics in a single platform
The most comprehensive, extendable integration points
on the market
Exceptional user experience that helps drive
CRM adoption
8. 8
SALESFORCE.COM
With Sales Cloud, the power of the cloud is in your hands, in your back
pocket, or on your desktop. With the ability to sell more, grow your
pipeline strategically, and close deals wherever you are, Sales Cloud
offers your business the options that make selling smarter and more
efficient. Sales Cloud, being built on the powerful Salesforce1 Platform,
connects the next generation of apps, devices and customers
CRM Online has Certified Salesforce.com Developers, with a wealth of CRM, business process
mapping and customer journey mapping experience.
KEY PLATFORM STRENGTHS:
• Salesforce for Sales, Service, Workforce Management and External Stakeholder Management
• Employee Communications with Salesforce Chatter
• Extensive App Ecosystem
• Comprehensive Internal Security Settings
• Flexible Visual Force Design Architecture for custom page layouts
• Salesforce Mobile App
KEY FACTS:
9. 9
MARKETING
AUTOMATION
Act-On seamlessly integrates with the SugarCRM and Salesforce Platform S to
provide direct insights against a contact or prospect based on actual engagement
with that individual across marketing channels. The platform has a comprehensive
marketing automation suite, that allows you to compose an intelligent nurturing
campaign, based on specific engagement, which typically allows more targeted
marketing (triggered conditional ‘if then’ messages sent based on activity) and is
managed all automatically by Act-On marketing automation.
EASILY INTEGRATES INTO BOTH
SUGARCRM SALESFORCE.COM
2013 2014 – INC 500
FASTEST GROWING COMPANIES AWARDS
2015 – SUGARCRM GLOBAL PARTNER
AWARDS – ISV PARTNER OF THE YEAR
KEY BENEFITS:
• SEO optimisation tools
• Lead generation and scoring tools
• Links to social media streams and analytics
• Customer lifecycle optimisation strategies
• Access to A/B split testing for email campaigns
• Monitoring and tracking of website activity levels
• Ability to create complex surveys and capture feedback
ACT-ON
10. 10
TRUSTSPHERE
TrustSphere is a relationship analytics platform designed to work
seamlessly as a part of your SugarCRM and Salesforce.com
systems. The platform provides insights into the true level of
connections present between your customers and employees
and provides key metrics around communication frequency with
clientele. This data is then automatically pushed into SugarCRM or
Salesforce for your easy analysis and review.
KEY BENEFITS
• Improved forecasting accuracy
• Identifying key contacts and clients
• Capture and reports ‘last contact’ dates
• Improving sales handovers
• Preventing revenue leakage
• 2015 SUGARCON WINNER of ‘Rookie ISV of the Year’ and ‘Best in Class’
• Partners and integrates seamlessly with both SALESFORCE and SUGARCRM
• MARKET LEADER IN RELATIONSHIP ANALYTICS
• RECIPIENT OF SILVER SITF AWARD for ‘Promising Tech Company’ in 2014
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OUR OWN
INNOVATIONS
INTELLICHECK
Intellicheck is the basis for a powerful integration that provides end-to-end data validation for SugarCRM data. The
platform allows for the checking of:
Name and address matching based on Whitepages data
Address matching based on Australia Post PAF data
ABN number validation
Email address validation
Live telephone validation
Do not call register validation
12. 12
INTELLIDOCS
IntelliDocs is based on an integration with SugarCRM 7 and the electronic signing platforms of DocuSign, HelloSign and
EchoSign. The platform offers the option of sending generated PDF documents for electronic signing with DocuSign
(or HelloSign and EchoSign). IntelliDocs offers users a truly complete document generation and electronic signing
solution that works to save both time and effort.
KEY BENEFITS:
• Full creative control over document template design
• The ability to define what format your document generates in (MS
Word or PDF)
• The ability to include any associated CRM Module variables within
your template
• The ability to allocate certain templates for display in specific modules
ensuring only relevant templates are visible
• IntelliDocs auto-saves documents to the associated CRM record for
archiving, ensuring easy search ability and immediate access
• The option of sending generated documents for electronic signing
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INTELLISYNC
The Intellisync Google Connector for SugarCRM brings to it an industry leading synchronisation platform for Google
Apps and SugarCRM, providing seamless integration between email, contacts, calendar and tasks across your two
platforms, as well as providing real time contextual information on your contacts, directly within your gmail interface.
KEY BENEFITS:
• Increase CRM user adoption
• Get a single view of email, contacts and calendar across your organisation
• Streamline processes of lead and case creation
The most advanced productivity suite for
SugarCRM and Google Apps
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KEY BENEFITS:
• Increase the efficiency of your sales and
administration. Get rid of double entry and end up
with a high quality, single source of truth within your
organisation.
• Improve CRM adoption. By reducing double entry
and making life easier for your staff, you’ll end up
with a system that staff want to use
• Improve insight into your customers. By capturing
financial information in your CRM and comparing
that with other key data within your CRM such as
pipeline, support load and general activity level,
you’ll be able to work out the sort of clients that
work for your business or organisation.
• Get financial reports by business unit or sales rep. By
leveraging the CRM combined with the tagging or
tracking categories available in modern accounting
packages, you can improve the value of your
financial reporting.
ACCOUNTING CONNECT
The Cloud Accounting Connector for SugarCRM combines the leading SugarCRM platform with Xero, Saasu and
MYOB Cloud to deliver you an end-to-end business solution.
CRM Online also offers out of the box SAP and Oracle ERP integration via our strategic partnerships
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RSVP SELLING
CRM Online, in partnership with published author and recognized
top 50 sales influencer globally, Tony Hughes, has developed the
first and most comprehensive sales methodology for SugarCRM on
the market. RSVPselling helps ensure that your sales team focuses
on the right opportunities, increases collaboration among your
team, increases the conversion rate of those opportunities into sales,
and focuses resources on deals that have the strongest return on
investment and likelihood of success.
KEY BENEFITS:
• Fully Embedded within your Sales Process
• Fully Configurable Qualification Tool
• Drag and Drop Organisational Chart
• Influence Mapping Platform
• Interactive Close Planner
• Easily Identify Opportunities at Risk
• Embedded Coaching Videos,
Text and Recommended Actions to address Weaknesses
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CUSTOMER STORIES
P N BANK
STREAMLINING BUSINESS PROCESSES
CRM Online implemented a fully integrated CRM solution, which was rolled out to 200 employees across all P N
branches. The major aims of this implementation were to;
• Create a single view of the customer in order to drive a customer centric culture and improve the
customer experience
• Integrate fully with existing core banking and lending systems in order to capture and action lost applications and
generally improve the conversion rate for new customers
• Implement a comprehensive enquiry management, de-duplication, and opportunity pipeline management for
“new money” across home loans, credit cards and personal loans
• Implement a new retention management system that allows branch staff to highlight customers at risk, and
escalating to a central call centre for immediate contact, and retention of that customer
• Extensive management level reporting analytics across the organisation
As a result of this implementation, P N bank now experiences a more efficient and
effective CRM system that has allowed them to have a more streamlined approach to their
client-facing processes and overall company visibility
P N Bank is Western Australia’s largest locally owned bank, which has been providing
banking and financial services to the community for over 30 years.
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BUSINESS NEWS WA
INTEGRATING BUSINESS PROCESSES AND FINANCES
Business News faced a number of different challenges, including a lack of clear sales processes, a disconnectedness
in lead capture and conversion, a lack of communication between client interactions and financials and a lack of an
automatic data input system, which saw the need for the implementation of a viable CRM system.
Business News is a Western Australian based publishing company, which focuses
on B2B news and developments. At current, the company is transitioning from
using traditional-based media to establishing a strong online presence in the
media industry.
CRM Online implemented a SugarCRM based solution which included:
• A fully integrated cloud account platform
• Integrated subscription billing and management
• An automated invoicing creation system
• Seamless website integration for memberships
• Support coaching on the new platform
18. 18
THE AFL PLAYERS’ ASSOCIATION
CENTRALISING DOCUMENTATION SYSTEMS
The AFL Players’ Association faced two key challenges in relation to
the management of their data throughout the organisation:
1. A lack of cohesion of player related records
• Multiple Excel sheets were being used for individual players
• There was difficulty in tracking individual and group
player information
2. Player grant and royalty records were being managed manually
• Difficult to track payments across all players
• Lack of central data base of information
The AFL Players’ Association is a key stakeholder in the Australian Football League
with all current and past AFL players represented by the association. The association
works on the ideal that all players should be able to have their voices heard in relation
to all aspects of the game.
CRM Online implemented a customised Player Intelligence CRM that manages:
• The billing of player royalties
• Tracks performance stats
• Leverages the Intellidocs platform to generate documents for players across all sectors
of the AFL
This implementation has allowed for a more streamlined approach to the association’s
document management system, removing the error which are associated with manual ad
centralised documentation systems.
