The document discusses Customer Relationship Management (CRM) systems and strategies at TBS Group. It provides an overview of TBS Group's business activities in medical equipment, devices, and e-health solutions across 12 countries. It then describes the key components and functions of their CRM system, including modules for leads, opportunities, services, reports, and integrating mobile capabilities to help optimize sales and customer interactions. The CRM system aims to measure the success of new services, pricing, and marketing to help drive business growth.

1. CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Nicola PANGHER
TBS GROUP, Sales Director
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2. TBS Group – Business Overview
About us Activities Markets
TBS Group founded in 1980’s as the result of a research project
Legal status: Incorporated Company
About 1.700 personnel in the Group
Presented in 12 countries through over 20 subsidiaries, 45 regional operational centres
and over 330 hospital workshops.
Activities: integrated services of medical equipment&devices, systems and solutions of
e-Health (medical IT, telecare and telemedicine)
Target market: healthcare structures - public and private
Is listed on AIM Stock Exchange Market from December 23rd, 2009
Vision Mission Shareholders Supply Presence Structure Finance
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3. Vision
About us Activities Markets
Operate in a way to curb technology costs by providing integrated
management solutions to improve the quality of healthcare services
supplied to the citizens and to influence in a positive way their
healthcare needs
Vision Mission Shareholders Supply Presence Structure Finance
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4. Mission
About us Activities Markets
Develop outsourced integrated clinical engineering and e-Health services
and product in order to ensure that the use of technology in hospitals,
social healthcare institutions and homes is safe, effective and efficient. To
this end, “technology” means biomedical equipment and other medical
devices, medical IT systems and solutions, telecare and telemedicine
systems and solutions
Vision Mission Shareholders Supply Presence Structure Finance
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5. The Presence
TBS Group, Area Science Park, Trieste
The Group has a marked propensity for internationalization and currently
operates with numerous subsidiaries in 10 European countries – Austria,
Belgium, France, Germany, The UK, Italy, the Netherlands, Portugal, Serbia and
Spain – and is also valuating different opportunities due to its expansion in both
Middle East and Far East markets.
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6. Offering
A wide range of services and products for the integrated management of
technology used in hospitals and social healthcare institutions.
The technology currently managed is:
Medical Equipment (and other Medical Devices),
Medical IT, Telehealthcare.
The Group is accordingly organized in two Business Units:
MEDICAL EQUIPMENT
E-HEALTH
AND DEVICES
Clinical Engineering Outsourcing: Medical IT Systems and Solutions:
Outsourced management of Provision and management of medical IT
Medical Equipment and Devices; systems and solutions;
Serving hospitals and OEMs. To hospitals and social healthcare
structures.
Telehealthcare:
Support the remote care and monitoring
of elderly citizens and patients;
To hospitals and social healthcare
structures.
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7. TBS Group operates with 2 business units
About us Activities Markets
1 2
e-Health & e-Government
Medical equipment & devices Systems and Solutions
• Medical IT: IT systems and solutions for the
• Management of integrated services in computerized management of clinical,
outsourcing of medical equipment and administrative services in hospitals (EPR)
devices to public/private hospitals • Telemedicine & Telecare: integrated
management of e-Health applications to
support continuity of care for social and
healthcare facilities
• e-Government: It systems and solutions for
the management of PA and local entities
activities
Medical equipment e-Health & Research &
& devices e-Government Development
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8. Growth – ROI: Risk/Opportunity/Innovation
• Commoditization?
– Lower prices
R – Low entry barrier
– Low perceived value
• Greenfield customers
– Uncovered market
• New services : economy of scale + logisitics – medical aids
• New services: economy of scale + higher tech know-how – DI
• New services: economy of scale + logistic + management know how – asset
O management
• New services: higher tech & management know how – Health technology
Assessment
• Partnerships
– Geography
– Complementarity
I • Post sale
– Retain customer
– Cross selling
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9. Growth Opportunity Innovation
• Value for customer
– Calculate Value – “ROI”
– Communicate value
– Deliver value
• “ROI” – review our pricing
• Communicate value
– Review of all tender material – offers, projects, outlook,
improvements, process description. Towards a centralised
database
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10. Sales is a process
• Communicating value to customer & negotiation
– Segment by customer
– Segment by service
– Segment by geography
– Segment by salesperson
• Normalization of sales
– Expected revenues
– Area
– Mix
– Target customers
• Success % - lead to sale
• Time to sale
• Evaluation of innovation: we want to measure the success of new services
• Evaluation of communication: we want to measure if we are communicating our value
to the customer.
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11. CRM OVERVIEW
CRM On Demand is a smart customer relationship
management solution that you access over the Web.
CRM helps you to:
•manage all your company’s sales and marketing information;
•optimize your sales efficiency and effectiveness;
•forecasting more accurately;
•perform complex real-time and historical analysis.
Mobile Sales Assistant is designed to help you collaborate with your colleagues
and customers, complete your frequent tasks and quickly close business deals
while on the road.
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12. CRM – The role
Strategy
Measuring success of new services
Measuring success of pricing policy
Measuring success of marketing
activities
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13. LEAD LIST – Our potential market
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14. LEAD – Custom web applets
Allows you to
view data on the
Lead Details
page together
with other
contextual data
(e.g. maps)
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15. SERVICES – Our sales portfolio
Type of contract Category name
Cost center
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16. OPPORTUNITIES – Our potential deals
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17. Reports: Leads Followup
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18. Reports: Leads
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19. Reports: # of Accounts
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20. Reports: Opportunity-Probability
Opportunity-
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21. Reports: Opportunity - Status
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22. Reports: Opportunity-Private/Public
Opportunity-
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23. Reports: Month revenue per user
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24. Reports: Month revenue per service
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25. Reports: # of Activities per Won Opportunity
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26. Reports: Contracts
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27. Reports: Profit Margin
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28. Reports: Account revenue
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29. Reports: Top Performers
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30. SMARTPHONES
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31. Where are we going? THE INTEGRATION
CRM Mobile
Hyperion
CRM
Dashboard
SI3C
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