Mobile: Session 8: The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM Success in the Cloud

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An auto parts manufacturer found success adopting SugarCRM's cloud-based CRM solution. The company was struggling with data siloed across different legacy systems. The new cloud CRM consolidated all customer data, integrated various business processes, and allowed the company to offer new customer-facing features like online shopping and self-service support. SugarCRM provided flexibility, out-of-the-box integrations, and customizability to meet the company's needs. The implementation project involved migrating systems to the private cloud, building interfaces, and customizing SugarCRM for phone support, sales, and after-sales processes.

Business Technology

The Cloud and Distance Selling: How an Auto
Parts Manufacturer Found CRM Success in the
Cloud

Alexander Lott
CEO of Lott Autoteile
alex@lott.de

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Topics

 About Lott Carparts

 Project idea and setup

 Project realization

 Next Steps

 Questions

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About Lott

 Selling carparts to „do it yourself‘s“

 250,000 customers

 Based in Germany

 Customers all over Europe

 Industry: mail order business

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Basic situation and problems

 Data was held in different systems

 Systems where hosted externally or run local

 The local systems could not be reached externally
and could not be connected to the other systems

 Too less data from customers could be combined or
even be saved

 New processes could not be integrated

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Project goals

 A CRM-System is a must for combining data and
integration of new processes

 All data should be combined in the CRM-System

 All systems should be connected and hosted in an
flexible private cloud

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Approach system selection

 Definition project scope

 Pre selection of possible integration partners and
systems

 Short presentation of 5 crm vendors

 Detailed specification with one vendor (other for
backup)

 Decision and project start

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Why SugarCRM / Insignio

 Comprehensive range of functions

 Many existing integrations with other systems

 Flexible choice of hosting (public cloud, private cloud,
on demand)

 Very adaptable

 Pricing

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Main project topics

 Preparing the basic systems (ERP, VoIP Solution,
Mail Order, Online-Shop)

 Prepare the basic systems to be run in the private
cloud

 Generate Interfaces to be possible to connect to
Sugar

 Setup the systems to connect to external systems
like ebay

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Customizing Sugar

 Phone Integration

 Sales process (Quotation-, Shop- and Order
Systems)

 After sales process (car question tool)

 Support process (email integration)

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Phone Integration – Incoming Call

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Phone Integration – Call Assignment

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Phone Integration – Missed Calls

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Phone Integration – Outgoing Calls

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Phone Integration – Car Assignment (2)

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Sales process – Finding the right parts

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Sales process – Quote creation

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Sales process – Self service buying

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After sales – Self service car question tool

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Sales process – Self service buying (backend)

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Support – Ticketing

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Support – email speed integration

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Support – Ticket Dashboard

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Next steps

 Marketing integration

 Return management system

 Using the collected data for further improvements

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Questions

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永久可查学历认证【微信：A575476】【(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证成绩单Offer】【微信：A575476】（留信学历认证永久存档查询）采用学校原版纸张、特殊工艺完全按照原版一比一制作（包括：隐形水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠，文字图案浮雕，激光镭射，紫外荧光，温感，复印防伪）行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备，十五年致力于帮助留学生解决难题，业务范围有加拿大、英国、澳洲、韩国、美国、新加坡，新西兰等学历材料，包您满意。【业务选择办理准则】一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可三、进国企，银行，事业单位，考公务员等等，这些单位是必需要提供真实教育部认证的，办理教育部认证所需资料众多且烦琐，所有材料您都必须提供原件，我们凭借丰富的经验，快捷的绿色通道帮您快速整合材料，让您少走弯路。留信网认证的作用: 1:该专业认证可证明留学生真实身份 2:同时对留学生所学专业登记给予评定 3:国家专业人才认证中心颁发入库证书 4:这个认证书并且可以归档倒地方 5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息 6:个人职称评审加20分 7:个人信誉贷款加10分 8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才 → 【关于价格问题（保证一手价格）我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子我给客户的都是第一手的代理价格，因为我想坦诚对待大家不想跟大家在价格方面浪费时间对于老客户或者被老客户介绍过来的朋友，我们都会适当给一些优惠。选择实体注册公司办理，更放心，更安全！我们的承诺：可来公司面谈，可签订合同，会陪同客户一起到教育部认证窗口递交认证材料，客户在教育部官方认证查询网站查询到认证通过结果后付款，不成功不收费！

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Mobile: Session 8: The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM Success in the Cloud

1. The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM Success in the Cloud

4. About Lott  Selling carparts to „do it yourself‘s“  250,000 customers  Based in Germany  Customers all over Europe  Industry: mail order business Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 4

5. Basic situation and problems  Data was held in different systems  Systems where hosted externally or run local  The local systems could not be reached externally and could not be connected to the other systems  Too less data from customers could be combined or even be saved  New processes could not be integrated Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 5

6. Project goals  A CRM-System is a must for combining data and integration of new processes  All data should be combined in the CRM-System  All systems should be connected and hosted in an flexible private cloud Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 6

7. Approach system selection  Definition project scope  Pre selection of possible integration partners and systems  Short presentation of 5 crm vendors  Detailed specification with one vendor (other for backup)  Decision and project start Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 7

8. Why SugarCRM / Insignio  Comprehensive range of functions  Many existing integrations with other systems  Flexible choice of hosting (public cloud, private cloud, on demand)  Very adaptable  Pricing Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 8

9. Main project topics  Preparing the basic systems (ERP, VoIP Solution, Mail Order, Online-Shop)  Prepare the basic systems to be run in the private cloud  Generate Interfaces to be possible to connect to Sugar  Setup the systems to connect to external systems like ebay Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 9

10. Customizing Sugar  Phone Integration  Sales process (Quotation-, Shop- and Order Systems)  After sales process (car question tool)  Support process (email integration) Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 10

26. Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback *Prizes for attendees who submit session feedback using the Mobile App 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 26

Mobile: Session 8: The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM Success in the Cloud

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