Realizing CRM Investment With SHO Guide


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Nearly 50% of licensed CRM licenses are not used, mostly due to complex and difficult software procedures. We are dedicated to solve CRM usability

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Realizing CRM Investment With SHO Guide

  1. 1. Transcending Ordinary Performance to Achieve Extraordinary Results<br />© 2009, Transcensus<br />
  2. 2. CRM Myths…<br />Installing CRM Software will make my sales, marketing and customer service people more effective<br />CRM will immediately increase sales productivity and satisfaction<br />Little or no training is needed, because CRM works like other applications<br />
  3. 3. What Technology Analysts Are Saying<br />Managing IT In An Economic Downturn <br />October 2008<br />“If there’s one technology area where you should increase your investment today, it’s customer relationship management (CRM), particularly on the customer service and support side. As wallets shrink, customers will continue to do business with companies that treat them well. Continuing to invest in streamlining contact with your customers — through multichannel service and support, Web self-service, and greater customer community interaction — can reduce your overall costs while keeping customers happy.”<br />
  4. 4. Why Did You Invest in CRM?<br />Most Common Stated Benefits…<br />Maximize your return onyour company’s investments in sales, service, and marketing<br />Maximize the value of everyexisting customer relationship<br />Drive real-time visibility ofall customer-facing processes<br />Are you fully realizing your investment?<br />
  5. 5. What If… There is a Broken Link in the Sales Processes?<br />A lead is created withthe appropriatesales workflow.<br />A prospect requestsmore informationvia the web.<br />Sales person is not using CRM<br />Due to:<br /><ul><li>Unfamiliar and Difficultto use
  6. 6. “Don’t know where to put stuff”
  7. 7. Takes too much time to figure it out
  8. 8. Afraid to admit, “I don’t know how”</li></ul>The lead is automaticallyrouted to inside salesto qualify and assign.<br />
  9. 9. What if… Call Center record is incomplete or wrong<br />MARKETING<br />“MOST “Campaign responsescaptured<br />A new campaign is budgeted, approved,targeted, and executed across multiple channels<br />“The demo looked so easy. But I can’t remember how to…”<br />
  10. 10. SHO Guide Solves Software Usability<br />People struggle to use software…<br />The most critical factor for software success and return-on-investment is effective user adoption.*<br />General CRM Statistics**<br />Note: Microsoft Dynamics CRM is better than these averages<br /><ul><li>“On boarding” new users is costly and difficult
  11. 11. Less than 50% of CRM users can get real time information
  12. 12. Only 30% use CRM for forecasting</li></ul>* “Software&apos;s Secret: Higher Usage = Higher Revenue”, Neochange,<br />** “State of CRMs, 2008 Benchmarks and product guide”,<br />
  13. 13. How Do We Address this Challenge?<br />Our innovative performance improvement technology lets software users be immediately productive—without training<br />Optimized for<br />
  14. 14. How Does SHO Technology Work?<br />SHO technology provides step-by-step instructions that interact directly with the live application to help users complete the tasks<br />(click to start animation)<br />
  15. 15. How Does SHO Benefit Software Users?<br /><ul><li>Allows users to focus on results, not the application
  16. 16. Reduces chore activities while increasing core productivity
  17. 17. Helps users complete difficult or unfamiliar tasks
  18. 18. Improves data integrity by guiding users through the correct and complete process
  19. 19. Greatly reduces training time and cost for new users</li></li></ul><li>SHO Guide Demonstration <br />SHO Guide on Dynamics CRM<br /><br />
  20. 20. Contacts<br />Dan Peay<br />Vice President, Customer and Partner Experience<br /><br />801-227-7899 x206<br />Transcending Ordinary Performance to Achieve Extraordinary Results<br />Download Free Trial:<br />