Most of the people, who are bit aware, knows that CRM is for managing leads, sales pipeline, customer contact management, creating quotes and invoices and providing after sales service, via a helpdesk and of course some... err, lots of boring reports. Second CRM was established in 2010, and so far worked with more than 200 customers across the region, automating hundreds of scenarios, to eliminate manual actions and make the overall process efficient and the employees much more productive. This slideshare is a compilation of different use cases that Second CRM has implemented for some of our customers in automating their business operations.

1. © 2016 Soft Solvers Solutions. All Rights Reserved.
Customer Case Studies
Complete Business Automation Solution
Making Businesses Profitable
www.secondcrm.com
/secondcrm

2. © 2016 Soft Solvers Solutions. All Rights Reserved.
Second CRM
Complete Business Automation Solution
 Pioneer cloud CRM in South East Asia (since 2010), now
growing as a complete Business Automation Solution
 Designed for small to mid-market businesses, to make
them profitable, through business automation
 Manage Sales & Marketing, Customer Support and Operations
 No investment on server/software, No need IT guys,
Highly secure and scalable, Daily automated backups
 Easy-to-use, customisable, accessible any time, any
where or on any device (desktop, tablet, or phone)

3. © 2016 Soft Solvers Solutions. All Rights Reserved.
Company
Partners
Echelon Finalist
2011 - Asia’s largest
Startup event
Asia’s Top 50 Apps
2010 - E27
Singapore
Silver award for Best
CRM Implementation
2010 - CCAM Malaysia
CRM Idol Semi
finalist - 2012
& 2013
Awards
SoftSolvers Solutions, founded in 2010
Cloud based Business Automation
Solution leader in APAC
Experiencing rapid growth since
inception
Cradle recipient (under MOF), attended
accelerator programme
Head Quarters
Singapore
R&D - Global Support
Cyberjaya, Malaysia
Sales
Kuala Lumpur, Malaysia
Singapore
Manila, Philippines
Sydney, Australia
United States

4. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Customer Feedback Management
feedback@customer.com
Auto creation of
tickets, for all emails
received at specific
email addresses.
Converge traditional
channelswith online,
in one central system.
Phone /
Tollfree
Auto assignment of
tickets, based upon
selected Subject, or any
other parameter.
Online Form
Manual / Auto assign
to Agents
Covering All
featured phones
SMS Messaging

5. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Multi Channel Sales Management
Phone based Payment,
using Contact centre.
Phone /
Tollfree
Online Sale completed
via Payment gateway,
stored in Second CRM
Online Selling
Covering even
feature phones
SMS Payment
iPad / iPhone based POS
Capture
sales from
retail POS Send Invoice and
link to Customers
to pay online.
Email based
Payment
Centralised Sales Management
 Common Customer Database, across
Channels, can be used for Segmented
Marketing & providing Customer Support
 Consolidated Sales and Financial Reporting

6. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Online Warranty Registration
Managing Warranties & Claims
Centralised Customer Database
Build across Channels,via online Warranty
Registration, used for Segmented Marketing
& providing Customer Support
Online Claim Processing
ClaimProcessing
throughPhone

7. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Converge traditional
channelswith online ,
in one central system.
Phone /
Tollfree
Customer send Message,
Agent Call back.
SMS Messaging
User enters his number,
initiate two Calls, connecting
him to Contact Centre agent
Online Click 2 Call
Multi Channel Contact Centre
 Access to
Customer History
 Complete
interaction log
stored in CRM
Inbound Support / Outbound Telemarketing

8. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Second CRM to get Read Only
access from Backend System
on daily basis.
Second CRM allows Agents to
access the info on the go
Second CRM allows Managers
to Monitor and Support Agents
Customers access online portal for
viewing/updating their data; online
payment; support request (problem
reporting, warranty claims, etc
Empowering Agents Sales Force

9. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Second CRM allows Users to send Quotes
and Invoices for online Approval, allowing
faster processing
Self Servicing Customer Portal (Get Quotes/Invoices Approval)
Update Quote / Invoice
status in Second CRM

10. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Self Servicing Customer Portal (Accept Payment Online)
Update Quote / Invoice
status in Second CRM
Pay Online

11. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Second CRM gets read only data
from Portal on daily basis (new
vehicles/property, leads, etc)
Second CRM allows advertisers to
access the leads info anywhere
CRM for Advertisers on Classified sites (Property /Cars)
CRM for Agent advertisers
 Leads management (downloaded directly
from the Portal), auto responders
 Sales pipeline tracking (forecasting)
 Activity tracking (appointment, reminders)
and follow ups with leads
 Maintain sales orders (for tracking sales)
 Vehicle / Property management (details,
status, how many leads, etc)
 Send customers email / SMS notifications
 Monitoring reports
CRM for Classified Portal users
 Consolidated report on leads (categorised, by
area, type, etc)
 Consolidated sales pipeline (forecasting)
 Consolidated sales (units, $$$, categorised)
 Send newsletters, alerts, birthday & festival
greetings, etc to advertisers and customers
 Other monitoring reports
Car Portal /
Property Portal

12. © 2016 Soft Solvers Solutions. All Rights Reserved.
Manage Event Calendar
Examples of Second CRM Usage
Online Event Calendar Online Registration
Manage Registrations
Send Invoice and
link to Customers
to pay online.
Email based
Payment
Reports & Charts
Online Selling of Trainings / Programmes
1

13. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Back-office for Ecommerce/Mobile Businesses
Collect leads from
website or landing pages
Website / Landing page
Physical POS
Capture sales from
retail POS
Track activities from
mobile apps
Mobile Apps
Collect complete sales info
from ecommerce
Ecommerce/Marketplace
Lead / Account
Management
Manage
Deliveries
Subscription &
Payment
Customer
Support
Customer
Survey

14. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Customer Loyalty and Support Solution for Retail
RetailOutlets / POS
Capture sales from Outlets,
Real-time or Daily dump
 Website and Mobile can pull
the Customer status and display
 Customer can update their
Contact info and check points
 Customer browse Redemption
Catalogue and place order,
using their loyalty points
 Updates can be pushed back to
the Central Customer database
Data Cleansing, Classification,
Maintain Membership,
Promotions,Redemption
Catalogue, etc
 Send notification and alerts
on the order confirmation
and delivery status
 Send Monthly / Quarterly
loyalty points statement
 Birthday Greetings and
Newsletter
 Generate and Send Discount
vouchers
Loyalty Portal and Mobile App

15. © 2016 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Contract Management
Vendor / Suppliers Contact Info
Contracts Info (terms, expiry
date, etc)
Documents Upload
Integration with backend
Systems

16. © 2016 Soft Solvers Solutions. All Rights Reserved.
Some of our Customers
Second CRM has worked with more than 200 customers across Asia.

17. © 2016 Soft Solvers Solutions. All Rights Reserved.
Second CRM has worked with hundreds of customers,
from small single location companies to mid-market
regional companies, across multiple industries.
Second CRM encourages try before you buy, without even
swiping your credit card. Second CRM allows rebalance
users up or down to meet changing business needs.
Second CRM is highly cost effective, both in terms of user
subscription fee and the professional services.
More than 60% saving upon migration from systems like
Siebel, NetSuite, MS Dynamics, Oracle, Salesforce, etc.
No capital investments on servers or software, secure
deployment, daily backups, bug fixes and application
updates, all taken care off. Just focus on your business.
On Demand,
Subscription
based
Proven track
record
Best price value
package
No risk trial,
Highly flexible
subscription
Going Beyond Criteria
Key Differentiators

18. © 2016 Soft Solvers Solutions. All Rights Reserved.
Thank You
Questions & Answers
Making Businesses Profitable
www.secondcrm.com
/secondcrm
Soft Solvers Solutions
Malaysia: +603 8320 5871 Australia: +6140 5811 649
Singapore: +65 6304 8022 Philippines: +63 906 284 3137
Web: www.secondcrm.com Email: sales@secondcrm.com