This document discusses how BancVue uses SugarCRM to provide customer relationship management (CRM) software to small community banks and credit unions. SugarCRM allows BancVue to create a single customer view, unify customer-facing presence, and standardize account management. It has improved workflows, increased forecasting accuracy, saved staff time through automation and data consolidation, and ensured accurate invoicing. BancVue also uses customizations and integrations in SugarCRM to provide additional functionality like electronic signatures and customer satisfaction surveys. Moving forward, BancVue aims to further improve analytics, opportunity management, forecasting, sales conversions, and customize SugarCRM to new processes and business objectives.

1. BANKING ON CRM
Thomas Shields
Vice President, General Manager of Operations
BancVue
@BancVue #SugarCon

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3. BancVue and Sugar
• Creates financial products and marketing
packages to allow small business banks to
compete at scale.
• Customers: Community banks and credit unions
• Formerly used Outlook and Excel
• Launched Sugar: 2006
• Users: 260
• Partner: Levementum
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4. CRM Vision
• Create a single customer view
• Unify customer-facing presence
• Increase confidence in relationship data
• Standardize account management infrastructure
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5. i CRM TO…
Improve work flows
and capitalize on analytics

6. Deployment
Marketing Sales
Customer
Service
Technical
Support
Finance Legal
Vendor
Management
Training
Mystery Shopper
program
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7. Integration/Customization
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• Echosign: electronic signatures
• ClickTools: CSAT survey integration
• FIRSTBase SSO: Proprietary authentication for case
portal
• Insight Exchange: Client dashboard for performance
results
• Balihoo: Local marketing automation; online
catalogue of marketing materials and solutions
• BancVue Billing: Product billing configuration
integrates with GreatPlains accounting software

8. Customizations
• Kasasa Marketing Plan: Annual status and
forecast
• Product Design: Database of checking product
configuration
• Red Review: Documents/escalates/corrective
action of client issues
• Client Outreach Event: Custom tracking for
various outreach efforts
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9. Impact
• Improved forecasting
– Closed 3 mo. reporting gap
• 3 weeks of staff time back through automation & data
consolidation:
“Before, we would have to pull from 3 or 4 different
reports. With Sugar, we probably have saved at least
one week per month just by providing the automated
list.”
• Increased accuracy in invoicing:
“We use Sugar to manage every single variable of our
contracts and pricing with our institutions.
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10. The Data Difference
• Customer Health Scoreboard
Data from D&B, Acuity
+ Internal indicators (product sales trends)
= Health Rating
• Customer health roadmap – comparing the
ailing customer to a fictional “perfect score”
customer
• Action plan suggested by roadmap to upsell and
engage with products & services
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11. Moving forward with CRM
• Improve report-based analytics
• Get opportunistic with opportunity data
• Refine forecasting
• Increase conversions and sales wins
• Customize to handle new processes
• Develop modules to pursue ongoing and new
business objectives
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12. Ideas To Bank On
• Standardize approaches to unify customer
responses
• Automate processes to grow productivity
• Use outside data + internal expertise to create
an actionable customer scoring system
• Develop a culture of empowerment
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13. THANK YOU
@BancVue #SugarCon