ON-DEMAND WEBINAR Why Your CRM System Needs RPA
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Maintaining an accurate database of customer information is the key to great customer relationships. That’s why businesses rely on customer relationship management (CRM) systems, like Salesforce, Microsoft Dynamics, Siebel or Oracle. Whether your CRM is on premise or in the cloud, robotic process automation (RPA) software can automatically keep your CRM maintained with the most up-to-date, accurate information. RPA takes the repetitive tasks of maintaining your CRM and automates them to trigger, run, and error-check against critical business applications, like an ERP, on a hands-free basis. Saving you time that can be better spent getting new customers or supporting existing ones. In this on-demand webinar, we cover: -The importance of keeping the information in your CRM up to date by syncing with your other business applications -How an RPA solution can maximize the power of your CRM -A demonstration of how Automate can integrate with your CRM and other business applications Watch as Pat Cameron, Director of Automation Technology, and Richard Schoen, Director of Technical Solutions, share how you can use RPA to power your CRM with the most up-to-date data from your critical business applications. Discover how the power of RPA can help you eliminate manual tasks and time spent updating your customer database, so you’re free to spend more time attracting and supporting customers by delivering excellent service.
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ON-DEMAND WEBINAR Why Your CRM System Needs RPA
- 1. Why Your CRM System Needs RPA How to Automatically Keep your CRM Up-To-Date
- 2. Your Presenters Director of Document Management Richard Schoen HelpSystems Pat Cameron Director of Automation Technology HelpSystems
- 3. HelpSystems. All rights reserved. 1. Intro to RPA 2. CRM Automation Use Cases 3. RPA Integration Methods 4. Automate Features 5. Demo 6. Q&A
- 4. HelpSystems. All rights reserved. Intro to RPA
- 5. Robotic Process Automation Automating repetitive work Driving the user interface Speeding up transactions Eliminating dual data entry Doing more with existing teams RPA plus – much more than UI automation What is RPA ?
- 6. Salesforce Dynamics Sugar CRM Sage Act Zoho Goldmine Siebel Which CRM System Do You Use ?
- 7. Why Integrate and Automate CRM ? Creating new accounts and contacts Adding notes to accounts and contacts Querying information from your CRM system Help desk or case management Purchasing Other custom apps CRM becomes central view for management
- 8. HelpSystems. All rights reserved. CRM Automation Use Cases
- 9. Orders created in ERP Information sent to CRM Keep sales team up to date Track estimated shipment dates Log when order shipped One view of customer Use Case: Track New Orders and Shipments from ERP
- 10. ERP does not have quoting CRM system has quoting Enter quotes Deal closes Convert quote to order Send data ERP system as new order Track progress Use Case: Convert Quote to Sales Order in ERP
- 11. Use Case: Contract Management Track vendor contracts in CRM Track customer service contracts/renewals Store documents in document management Report on upcoming expirations Notify vendor or customer of renewals Automate the process
- 12. Use Case: Help Desk and Case Management Help desk tickets Customer service incidents Work order requests Anything related to a case Automate receipt Send notifications Close an incident Add notes
- 13. Use Case: Customer Service Customer quotes Order tracking Shipment tracking Disputes Resolutions 360 degree history All department feedback in one place
- 14. HelpSystems. All rights reserved. RPA Integration Methods
- 15. User interface automation Database API Web services Existing scripts Combination RPA Integration Methods CRM ERP SERVICE
- 16. Windows desktop Web browser Terminal based When there are no APIs User Interface Automation
- 17. Need access to Database Typically on-premise 3rd party cloud database drivers Must understand database structure Vendor may provide documentation Database Integration
- 18. Code based APIs C#, VB, Java, PowerShell Web service APIs Soap / Rest APIs Cloud or on-premise API and Web Service Integration
- 19. HelpSystems. All rights reserved. Automate Features
- 20. What is Automate? Use drag-and-drop actions… …to build managed workflows… …which run in response to events and triggers. An IT and business process automation platform that allows you to create, manage and deploy tasks and workflows — without writing code
- 21. Create Automation Workflows with These Capabilities Managed File Transfer (FTP/SFTP/FTPS) Network and PC File Management File Compression And Encryption Read/Write Any Database Read/Write Excel, CSV, XML JSON and Text Files Inbound and Outbound Email Processing Microsoft SharePoint Integration Active Directory User Provisioning and Onboarding Automate user interfaces Web browser applications Windows desktop applications Java applications Telnet Terminal 5250,3270, VT100, SSH When your applications have no APIs available Image OCR PDF Processing Run Command Line Apps PowerShell Commands Web Service Calls (SOAP/REST) VB/COM/ActiveX (Classic Automation) Excel/Word/Outlook Automation Custom Microsoft .Net DLL - C# / VB VMware automation Amazon and Microsoft Azure Cloud Business Process Automation BPA Robotic Process Automation RPA Integration To Any System More than 70 process actions and 600 activities available for tasks and workflows
- 22. Task Builder – Creating, Testing and Deploying Re-usable Tasks
- 23. Configure and Run Workflows Visually Across Multiple Servers ExchangeServer DomainController1 IBMiServer1 SAPAppServer1 SharepointServer1
- 24. HelpSystems. All rights reserved. Demo Time
- 25. HelpSystems. All rights reserved. Questions and Answers
- 26. Thank You for Attending! Next steps: Download FREE trial Set up FREE automation consultation Website: http://www.helpsystems.com/automate Telephone: US Sales: 800-328-1000 Outside US: +44 (0) 870.120.3148 Support: 952-933-0609 Technical Experts: richard.schoen@helpsystems.com pat.cameron@helpsystems.com
Editor's Notes
- Hello everyone and welcome to today’s webinar. I’m Richard Schoen coming to you from our worldwide headquarters in Eden Prairie MN Todays webinar focus topic is: Why your CRM system needs RPA In today’s session we will cover some ways to automate your CRM and business system integration to help keep your vendors, customers and employees up to date at all times. ------------------- Abstract Title Why Your CRM System Needs RPA: How to Automatically Keep your CRM Up-To-Date Description Maintaining an accurate database of customer information is the key to great customer relationships. That’s why businesses rely on customer relationship management (CRM) systems, like Salesforce, Microsoft Dynamics, Siebel or Oracle. Whether your CRM is on premise or in the cloud, robotic process automation (RPA) software can automatically keep your CRM maintained with the most up-to-date, accurate information. RPA takes the repetitive tasks of maintaining your CRM and automates them to trigger, run, and error-check against critical business applications, like an ERP, on a hands-free basis. Saving you time that can be better spent getting new customers or supporting existing ones. In this webinar, we’ll cover: • The importance of keeping the information in your CRM up to date by syncing with your other business applications • How an RPA solution can maximize the power of your CRM • A demonstration of how Automate can integrate with your CRM and other business applications Join Pat Cameron, Director of Automation Technology, and Richard Schoen, Director of Technical Solutions, as they share how you can use RPA to power your CRM with the most up-to-date data from your critical business applications. Discover how the power of RPA can help you eliminate manual tasks and time spent updating your customer database, so you’re free to spend more time attracting and supporting customers by delivering excellent service. Less... ------------------- Robotic Process Automation for Customer Relationship Management Systems Every business has a CRM Might be home grown, on premise, in the cloud Important to keep those contacts up to date Efficient reporting helps with business decisions Syncing data between CRM and other applications is critical Need to restrict access to CRM data
- As mentioned I am Richard Schoen, Director of Document Management Technologies at HelpSystems. I am part of the technical solutions group bringing topics like this to our customers and prospective customers. I have over 30 years of background with IBMi, Windows and Linux platform software development, system integration, managing and delivering forms and documents and helping customers with automation processes. I also have a heavy development background using .Net, Java, RPG and other development languages. My co-host today is Pat Cameron who is our director of automation technology. Pat why don’t you say hello and tell us about what you do here at HelpSystems.
- We will start our by reviewing some important CRM automation use cases. We will also provide a short introduction to Automates CRM friendly features. And then we will do a short technology demo. If time permits we will end the session with a few minutes of Q&A so make sure to enter your most pressing CRM automation questions for us to address as we go. We’ll also plan to complete our session in about 30-40 minutes so you have plenty of time to make your next important meeting. And todays event is being recorded and you will receive a link after the webinar to share with anyone in your organization who couldn’t attend todays session. Before we continue we’re going to put up a polling questions asking for your input on best practices. Please check all that apply. We will review the results shortly.
- Robotic Process Automation Automating repetitive work Driving the user interface Entering or extracting data Desktop apps Browser apps Terminals Software robots Doing more with existing teams ------------- Central view of your business Customer relationship management Leads Accounts Contact Products Opportunities Help desk Custom business uses
- Talk about the various available CRMs Cloud, onpremise, hybrid, homegrown.
- It might be fair to say that most business use best of breed solutions. Even when one company offers a full suite of products almost every company I talk to has a variation of business systems and on premise or cloud deployment. I call this using best of breed applications. While most businesses could use all the apps from a particular vendor quite often there may be a huge cost of learning curve to convert so they move only systems where there is pain. This could include ERP (accounting, finance, sales, order processing, etc.) payroll, HR, human capital management, help desk, service management, All of these disconnected systems and providing a single central source to go to when needing information is what CRM is all about. Many customers that I talk to don’t even have a CRM system yet. After all these years they still rely on the customer master and spreadsheets and emails to try and keep track of a customers historical information. Imagine if each of your salespeople kept track of everything in a spreadsheet and reported in once a month. Not only do you lose visibility to their potential customer base, but you can’t really track where opportunities are at in the pipeline. Are they close to closing ? Which ones need more input ?
- Let’s start reviewing some CRM automation use cases
- Let’s talk about some RPA integration methods
- Windows desktop Web browser Terminal based When there are no APIs Called robotic process automation
- Could services
- Could services
- Now we’ll take a look at a few CRM automation samples.
- The AutoMate business process automation platform is used to automate the creation, running and management of Windows process automation tasks and workflows without writing a lot of code. Task developers use drag and drop actions to build managed tasks which can run on a scheduled basis or in response to event triggers. Tasks and workflows can also be run on demand. Automate provides over 600 predefined actions and activities for many common automation use cases. You use the actions to build tasks and then schedule the tasks based on triggers. The most common triggers that customers use are time based triggers and polling intervals or file system monitoring however there are many others. -------------------------------------------------------------------------- Automate is used for Building, Managing and Launching tasks in Windows! Task developers use drag and drop actions to build managed tasks which can run on a scheduled basis or in response to event triggers. Automate windows tasks without writing low level scripts. Automate gives you all the pre-defined steps for most tasks. You use the actions to build tasks and then schedule the task based on triggers such as time, event log entry, startup, file monitoring, etc.
- Now we’ll take a look at a few CRM automation samples.
- OK, now we’re going to take time for a little Q&A. When entering questions, please remember to Select “All Presenters” so your questions are directed to me.
- Thanks for attending our webinar today. We hope you learned some useful information to help your team start down the road to automating your CRM and business system integration and automation. If you have a workflow process you’re looking to automate right away you can download our FREE 30 day trial and our team can help you get started working towards automating your important automation tasks. Also if you have any additional questions on AutoMate or any of our other software products, please reach out to the sales team or feel free to email me or Pat and we can connect you with the appropriate sales or support team members. You will also receive a link to this recording so you can share this webinar with those in your company who could not attend today’s session. Thanks again for attending todays webinar. Have a great day and enjoy the rest of your week. Pause for a moment. Stop screen sharing Save polling answers.