Optaros SugarCon 2009


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  • Optaros SugarCon 2009

    1. 1. SugarCON 2009 Partner Case Study - Optaros <ul><ul><li>Jim Edgett </li></ul></ul>
    2. 2. Presentation Outline <ul><li>Brief Background </li></ul><ul><ul><li>Open Source Assembly </li></ul></ul><ul><li>Optaros Landscape </li></ul><ul><ul><li>Professional Services Challenges </li></ul></ul><ul><li>Our Sugar CRM Integration </li></ul><ul><ul><li>Drupal, Process, Iteration </li></ul></ul><ul><li>Other Client Examples </li></ul><ul><ul><li>Sugar as part of solution </li></ul></ul><ul><li>Key Takeaways </li></ul><ul><ul><li>Questions </li></ul></ul>
    3. 3. We Assemble Next Generation Internet Solutions for the Agile Enterprise <ul><li>Create Client Agility: Speed: 30% faster than best alternatives </li></ul><ul><li> Flexibility: Major changes 1-2 weeks before go live, change major components at anytime </li></ul><ul><li>Our Performance: Over 190 Projects for over 75 unique clients </li></ul><ul><li> Client References: 99% </li></ul><ul><li> Projects On-time/On-budget: 96% </li></ul><ul><li> Revenue: 0 to $34MM run-rate in 3 years </li></ul><ul><li>Founded: 2004 </li></ul><ul><li>Capitalization: $45 million </li></ul><ul><li>Size: Over 190 employees </li></ul><ul><li>Offices: Boston, San Francisco, NY, Austin, Chicago, Geneva, Zurich, Bucharest </li></ul>
    4. 4. Optaros Client List (Partial)
    5. 5. Open Source Assembly of ‘Next Generation Internet’ Solutions “ Buy” Mindset <ul><li>Open Source software is viewed through the lens of commercial enterprise software </li></ul><ul><li>Lower cost is the primary benefit </li></ul>“ Assemble” Mindset <ul><li>Differentiation : Open source is leading edge of NGI innovation </li></ul><ul><li>Speed : 1-2 days to obtain software and begin prototyping versus 3-6 month RFP process </li></ul><ul><li>Flexibility : Open standards eases integration, contribute back to project to shape roadmap </li></ul><ul><li>Control : Company, not software vendor determines upgrade timing </li></ul><ul><li>Standardization : Standard interfaces not platforms are the key to reduce vendor lock-in. </li></ul>
    6. 6. Optaros CRM System & Integration Landscape
    7. 7. Optaros - all the classical CRM challenges Plus Services Revenue <ul><li>Distributed sales force across geographies </li></ul><ul><li>Difficult to share lead and sales information, analyze data and indentify opportunities to improve efficiency </li></ul><ul><li>Individual spreadsheets and Microsoft Outlook calendars </li></ul><ul><li>Information and leads often fell through the cracks </li></ul><ul><li>Detailed sales activity management based on prompting individual salespeople for updates </li></ul><ul><li>Time and effort spent on compiling information into useful data for analysis & KPIs </li></ul><ul><li>No effective way to access sales account data, track the performance of sales and marketing efforts, or measure the return on investment (ROI) of campaigns </li></ul>Data & Systems Process Automation People Analysis & Reporting Management Transparency
    8. 8. Optaros CRM Goals - Our focus <ul><li>Streamlining our processes, not force-fitting a CRM system </li></ul><ul><li>An out-of-the box CRM system would not support our requirements </li></ul><ul><ul><li>Customer Data Management & Consolidation (US & EU) </li></ul></ul><ul><ul><li>Integrated Campaign Management </li></ul></ul><ul><ul><li>Lead Generation including web channel </li></ul></ul><ul><ul><li>Lead Management </li></ul></ul><ul><ul><li>Opportunity & Forecast Management for Professional Services </li></ul></ul><ul><ul><li>Revenue Reporting </li></ul></ul><ul><li>Custom Training and process assimilation to secure adoption within distributed work force </li></ul><ul><ul><li>Sales </li></ul></ul><ul><ul><li>Marketing </li></ul></ul><ul><ul><li>Project Delivery </li></ul></ul>
    9. 9. Sugar CRM Project Methodology - Baseline, then iterate <ul><li>You can‘t predict user perception and behavior </li></ul><ul><li>Processes are continuously improved </li></ul><ul><li>Experience beats Analysis </li></ul>Launch Feedback Extend Release 1
    10. 10. Sugar CRM & Optaros Methodology - Blueprint
    11. 11. Sugar CRM & Optaros Methodology - Assembly Release 1...(and)
    12. 12. Understanding our Lead-to-Sales effectiveness - Lead Generation <ul><li>Lead generation mechanisms </li></ul><ul><ul><li>Manually created by Sales Reps </li></ul></ul><ul><ul><li>Automatically generated from marketing campaigns / events </li></ul></ul><ul><ul><li>Web-to-lead </li></ul></ul><ul><li>All leads are associated to defined campaigns for traceability </li></ul><ul><ul><li>Campaign attributes for activity allocation and reporting </li></ul></ul><ul><li>Leads are automatically assigned to the relevant sales rep </li></ul><ul><ul><li>Based on lead metadata (country / area code / state / kanton / etc.) </li></ul></ul><ul><ul><li>Using a custom lead auto-assignment module </li></ul></ul><ul><ul><li>Workflows for email notifications on lead assignment </li></ul></ul>
    13. 13. Understanding our Lead-to-Sales effectiveness - Lead Qualification <ul><li>Straight-forward Lead Statistics </li></ul><ul><ul><li>Inquiry </li></ul></ul><ul><ul><li>Active </li></ul></ul><ul><ul><li>Dead </li></ul></ul><ul><ul><li>Nurture </li></ul></ul><ul><li>Lead conversion if business opportunity identified </li></ul><ul><ul><li>Account / Contact </li></ul></ul><ul><ul><li>Opportunity </li></ul></ul>
    14. 14. Understanding our Lead-to-Sales effectiveness - Opportunity Management <ul><li>Opportunity Management </li></ul><ul><ul><li>Working Lead (WL) => Qualified Prospect (QP) => Likely => -Highly Likely => Committed </li></ul></ul><ul><li>Revenue Schedules </li></ul><ul><ul><li>Services, not Products </li></ul></ul><ul><ul><li>Schedule revenue over time </li></ul></ul>
    15. 15. Understanding our Lead-to-Sales effectiveness - Forecasting & Summaries <ul><li>Instant snapshots of Forecast details and summaries </li></ul><ul><li>Drillable custom reports embedded in SugarCRM </li></ul>
    16. 16. Understanding our Lead-to-Sales effectiveness - Campaign Evaluation <ul><li>Full traceability through the lead-to-sales process </li></ul><ul><ul><li>Number of leads generated & results </li></ul></ul><ul><ul><li>Number of opportunities per opportunity stage </li></ul></ul><ul><ul><li>Weighted forecast revenue resulting from the each campaign </li></ul></ul><ul><li>Continuous tracking of on-going campaign results </li></ul><ul><li>Results evaluation per marketing activity </li></ul><ul><ul><li>Marketing spend vs revenue generated </li></ul></ul>
    17. 17. Business Process Assimilation / Training & Rollout <ul><li>Key users involved in project from Day One </li></ul><ul><li>Management support from CEO and downwards </li></ul><ul><li>On-going communication program during implementation </li></ul><ul><li>Clearly defined sales and marketing processes </li></ul><ul><li>Process training first, then SugarCRM training </li></ul><ul><li>On-site trainings in key locations </li></ul><ul><li>How-to Sugar – custom instruction manuals </li></ul><ul><li>Recorded webex sessions for new employees </li></ul>Buy-in Process Assimilation Training
    18. 18. Multi-channel Retail Solution Wonderbox „ Optaros understood our unique business model as well as the technology. We are highly satisfied with the new multi-channel solution.“ - Mr. James Blouzard , CEO, Wonderbox <ul><li>Wonderbox is a French company selling a unique gift idea the „Wonderbox“ – a box containing a voucher for a selection of 200 activities and services from which the recipient can choose </li></ul><ul><li>Highlights </li></ul><ul><ul><li>Assembly of a flexible E-commerce platform integrated with back end logistics, finance and CRM systems </li></ul></ul><ul><ul><li>Solution entirely based on open source software (SugarCRM, osCommerce, Mule ESB, Spring, Hibernate) </li></ul></ul><ul><ul><li>Delivered in a time frame of six months following the OptAM methodology </li></ul></ul><ul><ul><li>Delivered: October 2007 </li></ul></ul>
    19. 19. Wonderbox – Multi-channel Retail Solution Assembled Solution based on SugarCRM, OSCommerce, Mule ESB <ul><li>http: // www.wonderbox.fr </li></ul>
    20. 20. <ul><li>Solution Highlights: </li></ul><ul><li>Complete System for inspecting and tracking workplace conditions </li></ul><ul><li>Easy access to all documents associated with a company‘s inspection history </li></ul><ul><li>Combines SugarCRM with Alfresco content management system </li></ul><ul><li>Customized assess rights to safeguard sensitive information </li></ul><ul><li>Assembled in only ten weeks using Optaros OptAM methodology </li></ul><ul><li>Delivered: December 2007 </li></ul><ul><li>The Client: </li></ul><ul><li>The State of Vaud, Switzerland, located in the southwestern part of the country </li></ul><ul><li>One of the larger Swiss cantons with a population of 657,000 </li></ul><ul><li>Capital is Lausanne </li></ul>„ At the end of the day this project was very successful. The new application which interacts with the other backoffice systems was delivered within the agreed time and budget.“ - Mr. Jean-Claude Ghaleb , Chef de Service des Systèmes d’Information (DSI), State of Vaud REFEN Worker Safety Solution State of Vaud
    21. 21. Key Takeaways <ul><li>The opportunity for change: best practices around lead & opportunity management </li></ul><ul><li>SugarCRM is a great platform for data collection and management – we added more analysis tools to make it all actionable </li></ul><ul><li>SugarCRM off-the-shelf is product-company oriented, but flexible for different industries (e.g. the services industry) </li></ul><ul><li>Our knowledge in assimilating CRM solutions into the organization was a critical success factor for usage </li></ul>
    22. 22. Summary Sugar CRM & Optaros Jim Edgett, Optaros [email_address]