Customer Relationship Management

CRM Presentation

Copyright © Navyug Infosolutions Pvt. Ltd.

Presentation Agenda

1. What is CRM?

2. Drivers of CRM

3. CRM options

4. CRM product comparison

5. Benefits of CRM

6. About Navyug

6/8/2012 Copyright © Navyug Infosolutions Pvt. Ltd. 2

What is CRM?

∗ A single platform for all seamless customer interactions

• Single repository for data related to Vendor, Customer, Sales prospects and Service
support

∗ The aim is to:
∗ Find, Attract and Win new clients
∗ Nurture and retain relationship with existing clients
∗ Reduce cost of marketing and client service
∗ Integrate cross functional departments

∗ CRM integrates:
∗ Sales
∗ Marketing
∗ Customer Service and Support
∗ People
∗ Process
∗ Technology


Frequently Faced Issues

1. Disparate applications

2. Difficult to see a single snapshot of all leads

3. No standardized business process

4. Marketing doesn’t sync with Sales

6/8/2012 4

Drivers of CRM

1. Customer retention: High cost of acquisition.

2. Service Quality: Predictability and consistency.

3. Faster response: All communication at single place.

4. Single version of truth: No duplication.

5. Workflow Automation: Automation of repetitive tasks.

6. Reduced Sales Cycle: Reduce selling time.


What does CRM do?

• Salesforce Automation

• Marketing Automation

• Lead Management

• Contact Management

• Reporting and Analytics

• Customer service and support

• E-mail Integration and extensions

6/8/2012 6

CRM Options

Web based CRMs
On Premises CRMs Open Source CRMs
(Monthly subscription
(License based) (Free download)
based)

Microsoft Dynamics Salesforce.com Vtiger
Aplicor
Consona CRM SugarCRM
Entellium
CDC Pivotal Anteil
Microsoft Live CRM
SAP Compiere
RightNow
Oracle's Siebel CRM Avidian CRM Daffodil

Heavy License Fees Monthly Free or low cost.
Subscription Fees Customization cost
6/8/2012 7

CRM-Product Comparison
Particulars Microsoft Dynamics Salesforce.com vTiger CRM
CRM (Enterprise Edition)
OS Windows Windows Windows, Linux/Unix

Deployment Model On-Premise/Proprietary Proprietary/Saas Cloud (Open Source)

Business Size Large Small-Medium-Large Small-Medium

Salesforce Automation Lead management, Lead Lead management, Lead Lead management, Account &
Tracking, Quote Management, Tracking, Quote Management, Contact Management, Opportunity
Contact Management, Contact Management, Management, Sales Quotes,
Billing/Invoicing, Contact Billing/Invoicing, Contact history Billing/Invoicing
history

Marketing Automation E-mail marketing, mailing list E-mail marketing, mailing list Campaign management, mass
management, product management, product catalog, mailing, e-mail templates, mail
catalog, social media, territory territory management merge templates
management
Customer Service and Call center management, Call center management, Trouble ticket, Knowledge base,
Support Customer service integration, Customer service integration, customer self service, Online
customer support tracking, customer support tracking knowledge base, SMS Notifier,
forum, chat , blog Service Contract, Project, Project
Task
Inventory Product catalog Product catalog Product catalog, price book, Vendor
Management Management, Purchase Order, Sales
Order, Service, Assets
E-mail integration and Legacy Integration, Office Legacy Integration, Office E-mail client, RSS Feed, Outlook
extensions Integration Integrations Plug-in (Made by Navyug)

6/8/2012 8

CRM-Product Comparison
Particulars Microsoft Dynamics CRM Salesforce.com vTiger CRM
(Enterprise Edition)
Calendar and activity Contact History, Data Contact History, Data To do list, Recurring Event,
management Import/export Import/export Shared Calendar, Activity History,
E-mail notification, notes, Data
Import/export
Reports and Customized reports, sales Dashboard/reporting Key Metrics, customizable
Dashboards forecast, dashboard customization, forecasting reports, 20+ pre-built reports
customization folder
Product Customization Multi Language, Customizable Multi Currency, Multi Language, Multi Currency, Module Manager,
forms and data fields Customizable forms and data Pick List Editor, Custom fields
fields
Security Management Data encryption, Security Admin Security admin profiles, User Management, Role/profiles,
profiles, Roles/organization/hierarchy, Groups, Organization Level
Roles/organization/hierarchy, Group creation & management, Access Control
Group creation & management, Field level security
Field level security
Industries Education, Financial, Hospitality, Education, Financial, Manufacturing, Banking, Financial
Consumer goods, Retail, Media, Government, Retail, Media, Services, Technology,
Manufacturing, Healthcare, Non- Manufacturing, Healthcare, Non- Professional Services
profit profit

Pricing $4,420 per server and $880 per $125 per user per month $12 per user per month
user, $44 SaaS Based
Data Storage NA 620MB/User 5GB/Client

Clients Icebreaker, Safety-Kleen, Symantec, Kelly Services, Bajaj Nokia, German Postbank,
Centene Corporation, Scott’s Finserv, Dell Odyssey Networks (Singapore)
Professional LLP, Bridgepoint
6/8/2012 9

CRM-Zoho vs. vTiger

Modules CRM-
Zoho CRM-Enterprise Edition vTiger CRM

OS Windows Windows, Linux/Unix

Deployment Model SaaS (On-cloud), Proprietary Cloud (Open Source)

Business Size Small-Medium-Large Small-Medium

Sales force Automation Lead/Contact/Account/Opportunity Lead/Account (Organization) /Contact
Management, Sales Forecasting, Multiple Management, Opportunity Management/Multiple
currencies currencies

Marketing Automation Campaign management, email template, e-mail Campaign management, mass mailing, e-mail
opt out, email marketing (250 mails/day), auto templates, mail merge templates, e-mail opt-out
responders, mail merge

Customer Service and Cases and solutions Trouble ticket, Knowledge base, customer self
Support service, Online knowledge base, SMS Notifier,
Service Contract, Project, Project Task, Mail
manager, PBX Manager

6/8/2012 10

CRM-Zoho vs. vTiger

Modules CRM-

Inventory Management Product, price books, Sales quote, Sales order, Product catalog, price book, Vendor
Invoices, Vendors, Purchase Order Management, Purchase Order, Sales Order,
Service/Asset information, Sales Quotes,
Billing/Invoicing

E-mail integration and Integration with LinkedIn/Facebook, Zoho Mail Website, E-mail client, Integration with Gmail,
extensions Add-on, Microsoft Office Plug-in, Outlook Plug- yahoo, fast mail, other, RSS Feed, Outlook
in, Mobile Edition ($3 per user/month each) Plug-in (Made by Navyug)

Calendar and activity Tasks, log a call, Calendar, Data import/export To do list, Recurring Event, Shared Calendar,
management Activity History, E-mail notification, notes,
Data Import/export

Reports and Dashboards Reports and Dashboard Key Metrics, customizable reports, 20+ pre-
built reports folder

Product Customization Multi currency (Only in enterprise edition) , Multi Currency, Module Manager, Pick List
module customization Editor, Custom fields

6/8/2012 11

CRM-Zoho vs. vTiger

Modules CRM-

Security Management Profiles (25), Organization Hierarchy-Roles (250), User Management, Role, Profiles, (No
field level security, Data sharing rules, Groups Restriction), Groups, Field level security,
Organization Level Access Control, Data
Sharing Access, Audit Trails, User Login
History

Industries Financial, Healthcare, hospitality, manufacturing, Manufacturing, Banking, Financial Services,
media, professional services, other Technology, Professional Services

Pricing $25 per user per month $12 per user per month

File Storage 500 MB/user, extra storage $4/month/GB 5GB/Client

Support & Customization Limited Customization, Only by Zoho Either by vTiger or by third party vendor

6/8/2012 12

CRM-Evaluation Checklist
Evaluate your need
Evaluate what your functional department staff needs from CRM tool

Staff Need
Features that are required

IT availability
IT department staff experience and skills

Integration with other products
Integration with office productivity tools

Customization
By vendor or by third party

Scalability
Can the tool be extended to accommodate extended users or data?

Pricing
6/8/2012 13

Benefits of CRM

1. Manage and drive productivity in Sales, Marketing, and Customer Service and Support
functions more effectively and efficiently

2. Specifically useful for organization's customer support force

3. With CRM, it is easy to determine the sales-stage a particular customer is in, and define
sales-
the next steps to successful closure

4. Streamline organization’s procurement and fulfillment processes

5. Reduce operational cost

6. More personal approach in handling customer relations
6/8/2012 14

About Us

– Software services and solutions provider.

– An IIT Alumni led team, with excellent delivery and attention to customer needs.

– Excellent knowledge of current Open Source Frameworks to provide cost-effective
Frameworks,
solutions.

– ISO 9001:2000 certified and have developers from IITs and BITS
9001: BITS.

“Helping Companies to Get Technology Edge”

6/8/2012 15

Technology Expertise

• Our Approach: Technology Agnostic (whatever is best for customer)

• Technology Evaluation Parameters:
Cost of Acquisition & Maintenance
Application and Infrastructural Need
Time to Market Application
• Technology Range: From simple PHP web apps to complex ERP rollouts on Oracle
• Programming Languages:
Java (Good expertise on Java and related technologies / frameworks)
Ruby
Python, PHP, C/C++
SQL, TCL
• Mobile Platforms: Android, Blackberry, iOS, J2ME, Symbian
• Open Source Frameworks:
Rails (Ruby), Symphony (PHP), Cake (PHP), Sproutcore (Javascript) -Web
Application Framework
Spring (Java), Hibernate (Java, .Net), Google Web Toolkit (Java)
Social Engine (PHP)-Social Networking Framework, Drupal, Wordpress,
Joomla- Content Management Systems & Framework
FreeSwitch- Communication Framework, Gstreamer, FFMPEG - Multimedia
Framework
• ERP Technologies: Open ERP, vTiger, Oracle E-Business Suite, Weblogic, Open Bravo

• Development Methodology: Agile

6/8/2012 16

Value Proposition

∗ Open Source Technologies for Cost Advantage
Advantage.

∗ Well trained Technical resources.

∗ Highly Flexible and Scalable solutions.

∗ Cloud Advantage.

∗ Delivery excellence
excellence.

∗ Dedicated Support and Maintenance.

∗ Customization as per the Business Need.

6/8/2012 17

Navyug’s Team USP
1) Rahul Singh– Director
Singh–
• Entrepreneur at heart
• Key positions held :
• Headed TCS Europe and Netherlands
• On board of GAPL, Loylty Rewardz and
many more
• Worked with people from China, most of the
Western Europe, East Asia, US and India.
• Alumnus of IITK and ISB 1. Strong Technical Team
2) Sanjeev Kumar - Director
• Technical Leader with excellent “People” skills. 2. Cost Optimization Through Design
• Fondly referred as “People‘s Engineer”
• Core technical strength - Application Services
3. Quality Implementation and
• Has worked with teams in India, Europe and USA
• Alumnus of IITK Assured Support
3) Col. Sunil Prem - Director
• Ex-Army Engineer (Recognized Top Achiever)
• Besides his technical strengths, he has rich
experience in operations, administration,
logistics & HR
• Has worked in multicultural environment
(Australia & Africa)
• Has topped in all his academics
• Alumnus of IITK
6/8/2012 18

Our Clients and Partners

6/8/2012 19

Current Projects
Client’s Project’s

HSIIDC ERP Implementation (Oracle 12i)
Garg Associates ERP/CRM Implementation
RICOH Payroll Management support
Marks and Clerk Reciprocity Application
Marks and Clerk Patent Search
Jigserv.com An ad network aggregator, to provide a seamless and transparent platform for
SME advertisers
TravelParty.com Metasearch search engine that aggregates results from the various travel
agents for fares and bookings for cars, hotels and air
FSN A powerful social networking engine that facilitates chat, blogs, image and
video galleries, friends, groups and forums
CPA Global IPAM is an analysis tool designed and made for CPA global patent analysis
group for data analysis on CPA global databases

Green Tag Web based application to calculate carbon cost in an activity
Genability Electricity utility application
Paytronics Software Audit
AAA Vehicleads Websites Designing and Content Management System
6/8/2012 20

Thank You!

Navyug Infosoutions Pvt. Ltd. Contacts:

1) Ritesh Dass
G-203 (1st Floor), Sector 63
Ritesh.Dass@navyuginfo.com
Noida –201307 Mob: +91-9582193431
Uttar Pradesh
India
Website: http://www.navyuginfo.com 2) Col. Sunil Prem
Sunil.Prem@navyuginfo.com
Mob: +91-9958795916

Your strategic partner.


Customer Relationship Management

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