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SageCRM V7 Presentation
- 1. Overview Presentation Sage CRM Version 7.0 WWW.CAPLUS.COM
- 2. Sage CRM Overview Presentation
- 3. Introduction The Sage CRM Value Proposition Sage ERP & Sage Suites On Demand Services 3 rd Party Applications Connecting Your Business Your Sales, Marketing & Customer Service Teams Your Customers & Partners
- 4. Introduction Multi-Award Winning Sage CRM
- 5. Introduction Who Does Sage CRM Work For
- 10. Introduction Sage CRM Key Features
- 13. Overview Full Activity Management Sage CRM provides for full activity management
- 14. Overview Outlook Integration Sage CRM works seamlessly with Outlook E-mail
- 15. Overview Workflow Automation Sage CRM provides for extensive workflow automation
- 16. Overview Reporting and Analytics Sage CRM provides powerful reporting tools
- 18. Overview Configuration and Customisation Sage CRM is easy to configure and customise
- 20. Overview Branding Toolkit Sage CRM user interface can be easily customised
- 22. Sage CRM Overview Presentation
- 23. Sales Force Automation Key Features
- 24. Sales Force Automation Account and Activity Management Sage CRM makes activity management easy
- 25. Sales Force Automation Sales Empowerment Sage CRM empowers sales staff to sell more effectively The “Quick Look” tab provides sales staff with summary information on communications history, active opportunities and open cases The “Calendar” tab provides sales staff with a unified view of upcoming activities and tasks which can be viewed by day, week, month and due-date The “Invoice”* tab provides sales staff with an overview of the transaction history of their customers along with drill-down to the underlying invoice Sales representatives and sales managers can generate sales performance reports in a few simple steps The “Opportunities” tab presents sales representatives and sales managers with a unified view of all current opportunities by value and stage Multiple contacts can be captured, accessed and managed for each company or sales opportunity Sales lists can be defined according to multiple criteria, and can be maintained as static or dynamic groups for on-going sales activities Dashboards provide sales representatives and managers with a single view of relevant and comprehensive key sales information and performance data maximising use of their time
- 26. Sales Force Automation Lead Management Sage CRM ensures that leads are managed effectively
- 27. Sales Force Automation Opportunity Management Sage CRM provides for effective opportunity management High-level summary information on the current opportunity Instant access to current and historical quotes with drill-down to underlying details Full communications history Full document history with drill-down to underlying attachment Additional free-form notes Full audit trail on stages of current opportunity
- 28. Sales Force Automation Relationship Manager Sage CRM helps identify cross-selling opportunities
- 29. Sales Force Automation Sage CRM makes sales forecasting easy
- 30. Sales Force Automation Quotes and Order Management Sage CRM makes quotations easy and accurate
- 31. Sales Force Automation Document Management and Collaboration Sage CRM makes document management easy
- 32. Sales Force Automation Sales Reporting and Analytics Sage CRM provides for powerful sales reporting
- 33. Sales Force Automation Sales Dashboards Sage CRM provides powerful dashboards for sales users
- 34. Sage CRM Overview Presentation
- 35. Marketing Automation Key Features
- 36. Marketing Automation List Segmentation and Group Management Sage CRM provides powerful list and group management tools
- 37. Marketing Automation Campaign Management Sage CRM facilitates multi-wave marketing campaigns
- 38. Marketing Automation Outbound Call Management Sage CRM provides for outbound call management
- 39. Marketing Automation Mass E-mail Formatting & Management Sage CRM provides for mass e-mail management
- 40. Marketing Automation Marketing Reporting and Analytics Sage CRM provides for powerful marketing reporting
- 41. Marketing Automation Marketing Dashboards Sage CRM provides dashboards for marketing users
- 42. Sage CRM Overview Presentation
- 43. Customer Service Automation Key Features
- 44. Customer Service Automation Enhanced Customer Visibility with Extensive Workflow Sage CRM provides service visibility and workflow
- 45. Customer Service Automation Traffic Light Monitoring Against Service Level Agreements Sage CRM provides real-time monitoring of SLAs
- 46. Customer Service Automation Knowledge Base Centrally store and share customer service knowledge
- 47. Customer Service Automation Address Maintenance Accurately maintain and update changes to address
- 48. Customer Service Automation Customer Self-Service Sage CRM enables customer self-service over the web
- 49. Customer Service Automation Customer Service Reporting and Analytics Sage CRM provides powerful customer service reporting capabilities
- 50. Customer Service Automation Customer Service Dashboards Sage CRM provides dashboards for customer service users
- 51. Sage CRM Overview Presentation
- 52. Conclusion Key Features and Value Proposition Sage ERP & Sage Suites On Demand Services 3 rd Party Applications Connecting Your Business Connecting Your Sales, Marketing & Customer Service Teams Connecting With Your Customers & Partners
- 53. For More Information Contact: 197 Church Street Toronto, ON M5B 1Y7 Tel: 1-888-3-CAPLUS or 416-364-6017 Email: [email_address] WWW.CAPLUS.COM
Editor's Notes
- Additional Notes Full Suite CRM - Specifically Designed for the SMB – Award-winning Sage CRM has been specifically designed with the needs of the SMB in mind ; it is a full suite CRM solution comprising sales, marketing and customer service automation and offers deep functionality and a broad feature-set at a highly competitive price point and with a low TCO. Integrated & Business Process Centric – Sage CRM i ntegrates with leading Sage ERP products to provide a complete business applications environment for SMBs; deep integration with Sage ERP drives straight-through business processing across Sage front and back office applications; fully integrated today with Sage Accpac ERP, Sage Pro ERP, OfficeLine, Sage 100, Sage 200, Sage 1000 and MAS 90/200 ; l everaging its web services architecture, Sage CRM can be easily integrated with other third party applications and on-demand services. Collaborative CRM – Online Customer Interaction – Sage CRM is a fully web-based application (rather than a traditional client/server-based one) that enables front office (sales, marketing and customer service) management via the web. As a fully web-architected solution, Sage CRM also enables organisations to extend its powerful functionality and capabilities beyond company boundaries with ease, providing for out-of-the-box services such as web-to-lead and email marketing management; it drives online customer collaboration through its web self-service functionality, empowering SMBs to leverage the power of the web for their business. Easy to Use - Sage CRM is easy to use with an attractive, intuitive GUI; it provides on-screen coaching throughout; it is fully web-based meaning users can access it through their browser in a familiar and easy-to-navigate interface. Quick and Easy to Deploy – Sage CRM is quick and easy to deploy; users can be up and running in days or weeks (not months) delivering rapid ROI. Built to Extend – Sage CRM is engineered to extend; i t is based on a modern, web-based Service Oriented Architecture which is highly flexible, extensible and which future-proofs your investment; it is ready to go out-of-the-box yet highly customisable. Localised and International – Sage CRM is architected for rapid localisation into multiple languages; it is d esigned and built for a global customer base yet it can easily allow local branding; it offers multi-lingual and multi-currency support and is delivered with full international support (Unicode & ASCII). Mobile Enabled – Sage CRM is a fully web-based solution which can be accessed via the internet at home, in the office or the move. It offers offline synchronisation (“Solo”) for remote laptop users and online access to PDA and Windows CE device users so that users can stay connected to their customers wherever they are. Select Blackberry models are supported ( please contact Sage CRM Product Management for details on which Blackberry models are supported ). On-Demand - Sage CRM can be deployed on-demand or on-premise, delivering complete freedom of choice.
- Additional Notes 2008 – TMC CRM Excellence Awards 2008 – Top 15 SMB CRM Solutions for 2008 - ISM Inc 2007 – Info-Tech Decision Diamond Leader 2007 – On-Premise CRM Winner, Business Software Satisfaction Awards 2007 2007 – CRM Magazine Market Leaders 2007 – TMC CRM Excellence Awards 2007 – Gartner Magic Quadrant 2007- Top 15 SMB CRM Solutions for 2007 - ISM Inc 2007- Product Of The Year - Communications Solutions 2006 - Well-Connected Award - Network Computing 2006 - Top 15 SMB CRM Solutions for 2006 - ISM Inc 2006 - CRM Magazine - SMB Suite Market Leadership Award 2006 - Editor’s Choice -Network Computing Magazine 2005 - "only true hybrid CRM offering" - Forrester Research, Inc 2005 - CRM Excellence Award 2005 - Customer Inter@action Solutions 2005 - CRMGuru Summit Award – CRMGuru 2005 - Recommended Status - CRN Test Centre 2005 - Top 15 SMB CRM Solutions for 2005 - ISM Inc 2005 - Product Of The Year – Customer Inter@ction Solutions 2005 - Well-Connected Award - Network Computing 2004 - CRM Excellence Award 2004 - Customer Inter@ction Solutions 2004 - Members' Choice Award - ContactCenterWorld.com
- ADDITIONAL NOTES Sales Empowerment - Sage CRM empowers sales staff to sell more effectively by enabling them to focus on the most important sales opportunities while also helping them to reduce the amount of time they spend on administratively intensive tasks such as forecasting, proposal generation and activity management. Productivity tools and customer intelligence - Sage CRM provides your sales team with instant access to the productivity tools and customer intelligence they need to improve their sales effectiveness on an on-going basis. Information capture and Reporting - All sales information is captured and tracked in real-time; while Sage CRM’s powerful reporting capabilities provide your managers with up-to-date information on sales performance, which can be analysed across multiple criteria.
- ADDITIONAL NOTES Campaign Planning and Execution - Sage CRM provides powerful tools for marketing teams to plan, execute and track highly effective marketing programmes. List Generation - Sage CRM provides marketing staff with the tools to target the right companies at the right time, eliminating guesswork and optimising marketing resources. Marketing Accountability - With Sage CRM, your managers have the ability to assign and track marketing activities with ease. This is particularly important for smaller companies where the need to reduce cost-per-lead is a key objective.
- ADDITIONAL NOTES Customer Service Effectiveness and Efficiency - Enhancing customer satisfaction whilst also reducing support costs, is a particular challenge for all companies. Sage CRM enables you to take care of customers more effectively and cost efficiently. Workflow Automation - Sage CRM provides customer service staff with extensive workflow automation capabilities, deep customer intelligence and the benefit of a central knowledgebase, ensuring that case response and resolution times are improved on a continuous basis, and service is delivered efficiently and cost-effectively.
- ADDITIONAL NOTES BUSINESS INSIGHT - SAGE CRM PROVIDES THE BUSINESS OWNER, CEO OR MEMBER OF THE FINANCE DEPARTMENT WITH THE CROSS-ORGANISATIONAL, REAL-TIME, PERFORMANCE INSIGHT REQUIRED TO GROW THEIR BUSINESS. SAGE CRM ENABLES SENIOR MANAGEMENT TO IDENTIFY REVENUE/BUDGET VARIANCE EARLIER IN THE CYCLE SO CORRECTIVE MEASURES CAN BE TAKEN IMMEDIATELY. CORRECTIVE ACTION EARLIER IN THE CYCLE - SAGE CRM PROVIDES SENIOR MANAGERS WITH OVERSIGHT AND FULL DRILL DOWN INTO OPERATIONAL KPIS WHENEVER THEY NEED IT, RATHER THAN HAVING TO WAIT FOR REPORTS OR THE MONTHLY BOARD MEETING. SAGE CRM ENABLES SENIOR MANAGERS TO IMPLEMENT BEST PRACTICE ACROSS THEIR ORGANISATION TO HELP DRIVE THE EFFECTIVENESS AND PRODUCTIVITY OF THEIR STAFF. HELPS TO REDUCE COST - FINALLY, BECAUSE SAGE CRM REDUCES, OR COMPLETELY REMOVES MANUAL ADMINISTRATION ACROSS A VARIETY OF BUSINESS PROCESSES, IT CAN HELP TO STRIP OUT UNNECESSARY ADMIN AND OPPORTUNITY COST FROM THE BUSINESS ON AN ON-GOING BASIS.
- ADDITIONAL NOTES Intuitive User Interface - Sage CRM delivers unprecedented ease-of-use by combining a highly intuitive user interface with unique tutorial and support tools that ensure a high level of user adoption from day one. Quick Start Tab & On-Screen Coaching - The Sage CRM Quick Start tab provides employees with a selection of video-based tutorials across major areas of Sage CRM functionality while the on-screen coaching function delivers context-based assistance on specific functions and activities, which can be customised according to company-specific requirements.
- ADDITIONAL NOTES 360 Degree Customer Visibility- Sage CRM provides front-office staff with three sixty -degree visibility on their customers by bringing together sales, marketing and customer service information , and combining it with transactional data contained in your back-office system. This ensures that your staff have access to the most up-to-date, accurate and complete customer information at all times; enhancing customer service delivery, improving marketing effectiveness and facilitating the identification of cross-selling and up-selling opportunities within the customer base. * Invoices tab provided through integration to relevant Sage ERP product and subject to regional availability.
- ADDITIONAL NOTES Complete Calendar and Task Management - Sage CRM provides staff with a complete calendar and task management solution encompassing daily, weekly, monthly and due-date views. Right-clicking on the “New” icon enables user to create a new appointment or task within the contact record or opportunity that is currently on-screen. Multi-User Collaboration - Multi-user activities can be schedules with ease and, where appropriate, users can assign, reassign or escalate activities to other users, making collaboration on multi-activity projects easy to manage.
- ADDITIONAL NOTES Accessed through the Outlook Interface - Sage CRM works seamlessly with Microsoft Office Outlook. Sage CRM can be accessed directly through the Microsoft Outlook interface, eliminating the need to switch between interfaces and further increasing staff adoption and productivity. Automatic Synchronization - Emails, calendar events and contacts contained within Microsoft Outlook are automatically synchronized with Sage CRM and vice versa. Contacts, tasks and appointments only have to be entered once to be available in both systems. Parallel Email Management - Sage CRM allows Microsoft Outlook emails to be filed against records in the Sage CRM database. Staff can also send emails from within Sage CRM using Microsoft Outlook, with any attachments automatically stored against the relevant Sage CRM contact record.
- ADDITIONAL NOTES Drag and Drop Workflow Orchestration - Sage CRM provides extensive workflow capabilities out-of-the-box . M anagers can define workflow orchestration rules using intuitive, drag and drop tools. From here, alerts, escalations and task assignments are guided through pre-defined processes with a full audit trail. Powerful Workflow Automation - With Sage CRM Workflow businesses can automate pre-determined business rules across all channels, departments and employees. In combination with e-mail integration, workflow ensures that actions requiring attention or escalation are automatically being routed to the correct employees or partners. Sage CRM creates confidence among employees that issues are not going to fall through the cracks and frees their time to perform tasks that are more important. Notifications - Workflow notifications and alerts can be sent through a variety of means including e-mail, SMS and pop-up messages.
- ADDITIONAL NOTES Standard Reports - Sage CRM provides staff with a comprehensive suite of standard report-types straight-out-of-the-box, which can be customized according to a company’s particular requirements. Custom Reports - Staff can create entirely new reports with ease through Sage CRM’s wizard-based reporting tools.
- ADDITIONAL NOTES BUSINESS INSIGHT - SAGE CRM PROVIDES THE BUSINESS OWNER, CEO OR MEMBER OF THE FINANCE DEPARTMENT WITH THE CROSS-ORGANISATIONAL, REAL-TIME, PERFORMANCE INSIGHT REQUIRED TO GROW THEIR BUSINESS. SAGE CRM ENABLES SENIOR MANAGEMENT TO IDENTIFY REVENUE/BUDGET VARIANCE EARLIER IN THE CYCLE SO CORRECTIVE MEASURES CAN BE TAKEN IMMEDIATELY. CORRECTIVE ACTION EARLIER IN THE CYCLE - SAGE CRM PROVIDES SENIOR MANAGERS WITH OVERSIGHT AND FULL DRILL DOWN INTO OPERATIONAL KPIS WHENEVER THEY NEED IT, RATHER THAN HAVING TO WAIT FOR REPORTS OR THE MONTHLY BOARD MEETING. SAGE CRM ENABLES SENIOR MANAGERS TO IMPLEMENT BEST PRACTICE ACROSS THEIR ORGANISATION TO HELP DRIVE THE EFFECTIVENESS AND PRODUCTIVITY OF THEIR STAFF. HELPS TO REDUCE COST - FINALLY, BECAUSE SAGE CRM REDUCES, OR COMPLETELY REMOVES MANUAL ADMINISTRATION ACROSS A VARIETY OF BUSINESS PROCESSES, IT CAN HELP TO STRIP OUT UNNECESSARY ADMIN AND OPPORTUNITY COST FROM THE BUSINESS ON AN ON-GOING BASIS.
- ADDITIONAL NOTES User-Level Configuration - Sage CRM can be configured by managers and other appropriate staff to match the particular needs of your users, while the easy-to-use customization tools allow you adapt to Sage CRM in line with changing functional requirements on a cost-efficient and flexible basis. Codeless Customisation - Sage CRM provides for the majority of customization to be carried out on a codeless basis, removing the need for costly development resource.
- Additional Notes Offline Client - Sales, marketing and customer service representatives need access to up-to-date, accurate customer data, regardless of their location or access scenario. The Sage CRM offline client, known as Solo, enables your field-based users to access CRM data and functionality while disconnected. Updates are synchronized with the CRM database on the next occasion when the user has online access. The Solo client can be configured quickly and easily to define the subset of customer data that will be used when disconnected. The Sage CRM offline client uses the same interface as the core Sage CRM application, simplifying access to key customer information and functionality. Mobile Client - Sage CRM provides enhanced support for mobile devices using Microsoft Windows CE, Windows Mobile or Blackberry, allowing your field-based employees and remote-office-workers to access customer information in real-time using a standard web browser and wireless connectivity. Sage CRM is designed to take advantage of the latest wireless technologies such as GSM, EDGE, CDMA and 3G.
- ADDITIONAL NOTES User-Level Configuration - Sage CRM can be configured by managers and other appropriate staff to match the particular needs of your users, while the easy-to-use customization tools allow you adapt to Sage CRM in line with changing functional requirements on a cost-efficient and flexible basis. Codeless Customisation - Sage CRM provides for the majority of customization to be carried out on a codeless basis, removing the need for costly development resource.
- Additional Notes Out-of-the-Box Integration with Sage ERP Systems - Sage CRM provides out-of-the-box integration to market-leading Sage ERP products. This equips SMBs, on a low-cost, low-complexity basis, with consistent customer data across their front and back-office environments and provides users with real customer visibility across financial and non-financial data, as well as facilitating straight-through processing which significantly reduces errors and administrative cost. Over the long-term, companies using Sage CRM’s front-to-back-office integration capabilities can expect to significantly decrease administrative cost, increase customer satisfaction and consequential revenue opportunities, and build sustainable competitive advantage in an increasingly challenging marketplace.
- ADDITIONAL NOTES Account and Activity Management - Account and activity management can be co-ordinated with ease within Sage CRM. Sales staff benefit from the most complete, accurate and up-to-date customer intelligence available, and collaboration with colleagues across accounts, regions, departments and divisions, can be carried out with ease. Outlook Integration - Email, calendar events and contacts contained within Microsoft Outlook are automatically synchronized with Sage CRM and vice versa ensuring that contacts, tasks and appointments only have to be entered once to be available in both systems. Sales Management Controls - Sage CRM enables sales managers to define access rights, field-level security and the availability of functionality for specific individuals, teams or access scenarios. This enables Sage CRM to provide decentralised sales user empowerment and flexibility, while also maintaining centralised control over data access and security.
- ADDITIONAL NOTES Sales Empowerment - Sage CRM empowers sales staff by providing them with the tools and information they need to sell more effectively. Sales representatives are equipped with instant access to customer intelligence , calendars, accounts, reports, pipelines , contacts and call lists, ensuring that they spend more time selling and less time trying to locate customer information or doing paperwork. Sales Performance Management - Sage CRM gives sales managers a real-time view of sales performance as it happens which means that they can take corrective action when it’s needed, not when it’s too late. * Invoices tab provided through integration to relevant Sage ERP product and subject to regional availability.
- ADDITIONAL NOTES Lead Management - Sage CRM enables your sales team to manage leads seamlessly from first contact through to opportunity conversion. Automatic Lead Routing - Using Sage CRM’s workflow capabilities, leads can be automatically routed to the relevant member of the sales team according to product, region or account manager. Sales representative can then qualify the lead, convert it to an opportunity, pass it back to marketing for further qualification or re-assign it to another member of the sales team. Lead Traceability - A full audit trail is maintained throughout, ensuring that leads are progressed on a timely basis while the marketing department is provided with full visibility on lead qualification and lead-to-opportunity conversion rates
- Additional Notes Single point for all aspect of Opportunities – Sage CRM provides sales user with complete, 360 degree visibility on their opportunities covering: quotes, communications, documents, notes and opportunity history, as well as access to the functionality they need to progress opportunities effectively and increase there win rate. Workflow and Productivity Tools - Sage CRM’s opportunity management functionality provides extensive workflow automation and other productivity tools which minimise the amount of time that sales staff spend on administration and other non-selling activities.
- Additional Notes Single point for all aspect of Opportunities – Sage CRM provides sales user with complete, 360 degree visibility on their opportunities covering: quotes, communications, documents, notes and opportunity history, as well as access to the functionality they need to progress opportunities effectively and increase there win rate. Workflow and Productivity Tools - Sage CRM’s opportunity management functionality provides extensive workflow automation and other productivity tools which minimise the amount of time that sales staff spend on administration and other non-selling activities.
- ADDITIONAL NOTES Individual Forecasting - Forecast information is automatically consolidated from current opportunities and sales staff have the ability to exclude individual opportunities from their forecast where appropriate. Team Forecasting - Sales managers can consolidate the individual forecasts of their team members with the click of a mouse. They too can exclude particular opportunities from the overall team forecast where appropriate. Sales managers can quickly drill down to the underlying information on each opportunity where necessary.
- ADDITIONAL NOTES Accurate Quotations - Sales quotes are based on the most up-to-date product and pricing information from the back-office system.This increases sales productivity and reduces the potential for error. Pre-Defined Templates - Sage CRM enables sales staff to generate sales quotes and proposals using predefined templates. Quote-to-Order Promotion - Quotes can be converted directly into orders with a single mouse click
- ADDITIONAL NOTES Centralised Drag and Drop Facility - The Sage CRM document drop facility allows sales staff to drag and drop important documents, presentations, spreadsheets, emails and other files, and attach them to individual companies or opportunities. This ensures that important customer or prospect-related information is captured and stored centrally, and can be accessed by designated members of the sales team. It also provides for continuity of account management and customer service in the event that a key member of the sales team is unavailable. Global Templates - Commonly used templates for sales proposals or product literature can also be stored and managed centrally within the Sage CRM’s global templates facility. These templates can be used by sales representatives to carry out mail merges instantly against specific contact records or opportunities.
- ADDITIONAL NOTES SALES REPORTING Sage CRM provides your staff with a comprehensive suite of standard report-types straight-out-of-the-box, which can be customized according to your company’s particular requirements. Sales staff can create entirely new reports with ease through Sage CRM’s wizard-based reporting tools.
- Additional Notes User Dashboards - Sage CRM provides sales staff with a range of fully configurable dashboards, which allow them to monitor key performance metrics in real-time . Dashboards can relate to individuals, teams, departments or the entire organisation. Users can tailor their Dashboard screen to display metrics and information specific to their individual role. They can also access their most commonly used searches with one click. Management Dashboards - Sage CRM provides management-level KPI dashboards out-of-the-box. These dashboards could, for example, show a snap shot of all large opportunities scheduled to close by the end of quarter or all active leads.
- ADDITIONAL NOTES List Definition - Marketing lists can be defined using multiple criteria such as industry, region, contact type and communications history, enabling marketing campaigns to be delivered to highly targeted audiences through the most effective channels. Using Sage CRM’s integration capabilities, lists can also be developed using the transaction history data contained in your back office system. Automatic, Response-Based List Generation - Sage CRM can be configured so that particular response types will automatically generate downstream follow-up lists for the next wave of a campaign. For example, positive responses to an outbound email campaign can be automatically captured in a list for a follow up telemarketing activity. Carry out Communications against Lists - Sage CRM allows marketing staff to execute mass mail, mass email or outbound telemarketing programmes against specific lists or groups in a few simple steps. All marketing communications are automatically tracked so marketing staff can avoid over-saturating contacts that are potential prospects for multiple products. Dynamic and Static Lists - For on-going marketing campaigns, lists can be converted into groups, which may be static in nature; such as contacts that previously attended a conference, or dynamic, such as a list of companies that have purchased a particular product in the previous month.
- ADDITIONAL NOTES Campaign Planning - Sage CRM Marketing empowers marketing staff to plan multi-wave, multi-activity marketing campaigns, encompassing above-the-line and below-the-line elements, and with full resource and budget management. Campaign Execution - Sage CRM allows marketing staff to fully project manage the execution of their marketing campaigns across multiple channels, using both internal and external resource. It enables them to drill-down into the specific details of campaign waves and activities, opportunities, responses, budget, costs and prospects. This enables marketing staff to manage and track every input, component and output of every marketing campaign. Lead Traceability - All leads generated are automatically associated back to their originating campaign This ensures that marketing return-on-investment analysis is based on quantitative as well as qualitative measurements.
- ADDITIONAL NOTES Outbound Call Scripting - Sage CRM makes outbound call management easy for both marketing and telemarketing staff. Call scripts can be fully defined with dynamic script routing based on response categories. Call Scheduling - Sage CRM schedules calls for your telemarketers and triggers follow-up actions dependent on their outcome. Information Capture - The details of the calls, such as information captured and outcome, are captured for reporting and audit purposes. Calling activity can be allocated against specific individuals on your telemarketing team or against a group telemarketing resource. Group scheduling is particularly effective for occasions when calling has to be carried within a specific timeframe. Calls are dynamically routed to available agents at that point in time [IMAGE = 091] and are not dependent of the availability of specific, individual agents. Sage CRM also works with Computer Telephony Integration (CTI) systems to deliver advanced call automation and recognition tools.
- ADDITIONAL NOTES Mass Email Orchestration - Sage CRM facilitates mass email; enabling marketing staff to create engaging HTML email templates and deliver them, along with attachments, directly to their target audience Email Communication Tracking - All email communications, both outbound and inbound, are automatically captured, stored and tracked against individual customer or prospect contacts. Automation - Sage CRM provides marketing staff with full automation around email marketing, reducing administration and campaign turnaround times.
- ADDITIONAL NOTES Standard Reports - Sage CRM provides marketing staff with a comprehensive suite of standard report-types straight-out-of-the-box Custom Reports - which can be customized according to particular requirements. Marketing staff can create entirely new reports with ease through Sage CRM’s wizard-based reporting tools
- Additional Notes User Dashboards - Sage CRM provides marketing staff with a range of fully configurable dashboards, which allow them to monitor key performance metrics in real-time . Dashboards can relate to individuals, teams, departments or the entire organisation. Users can tailor their Dashboard screen to display metrics and information specific to their individual role. They can also access their most commonly used searches with one click. Management Dashboards - Sage CRM provides management-level KPI dashboards out-of-the-box. These dashboards could, for example, show a snap shot of all large opportunities scheduled to close by the end of quarter or all the leads produced from a particular marketing campaign.
- ADDITIONAL NOTES 360 Degree Customer View - Sage CRM provides customer service representatives with a 360 degree view of customer interaction. This means that when they are dealing with a customer query they are working with the most up-to-date, complete and accurate information available, from across sales, marketing and finance departments. WORKFLOW AUTOMATION - Sage CRM enables organizations to fully define and automate customer service processes and escalation points using workflow automation. This ensures that service issues meet service level obligations, and are progressed to satisfactory resolution on a timely and efficient basis
- ADDITIONAL NOTES Sage CRM provides real-time traffic light monitoring of customer service performance against customer SLA, and can be configured to automatically generate escalation alerts where failure to meet Service Level Agreement requirements, such as issue resolution turnaround, has occurred. This ensures that your customer service cases are progressed in accordance with SLA requirements, which helps to improve customer satisfaction and loyalty.
- ADDITIONAL NOTES Knowledge Base - When a customer service agent or manager resolves a customer issue, Sage CRM provides them with the opportunity to publish their solution to the Sage CRM Knowledge base where it can re-used by other members of their team in the future. Approval Workflow - Sage CRM workflow management can be configured to manage the approval and publication cycle automatically for any new solution. Search Capabilities - C ustomer service representatives can utilize powerful search capabilities within the Knowledge Base to locate an appropriate solution for their customer query.
- ADDITIONAL NOTES Knowledge Base - When a customer service agent or manager resolves a customer issue, Sage CRM provides them with the opportunity to publish their solution to the Sage CRM Knowledge base where it can re-used by other members of their team in the future. Approval Workflow - Sage CRM workflow management can be configured to manage the approval and publication cycle automatically for any new solution. Search Capabilities - C ustomer service representatives can utilize powerful search capabilities within the Knowledge Base to locate an appropriate solution for their customer query.
- ADDITIONAL NOTES Customer Self Service - Sage CRM can enhance service delivery by providing customers with online access to their account, order, invoice and delivery details, as well as access to customer service data. Sage CRM web-based customer self-service allows organisations to provide CRM-based information and services to their customer over the web in a secure and convenient manner. By allowing your customers to helps themselves, Sage CRM frees up important resource. Integration into Current Company Website - Sage CRM Web Self-Service can be incorporated into a company’s existing corporate Web site, providing a seamless customer experience at a lower cost to your business.
- ADDITIONAL NOTES Standard Reports - Sage CRM provides customer service staff with a comprehensive suite of standard report-types straight-out-of-the-box. Custom Reports - Reports can be customized according to your company’s particular requirements. Customer service staff can create entirely new reports with ease through Sage CRM’s wizard-based reporting tools
- Additional Notes User Dashboards - Sage CRM provides customer service staff with a range of fully configurable dashboards, which allow them to monitor key performance metrics in real-time . Dashboards can relate to individuals, teams, departments or the entire organisation. Users can tailor their Dashboard screen to display metrics and information specific to their individual role. They can also access their most commonly used searches with one click. Management Dashboards - Sage CRM provides management-level KPI dashboards out-of-the-box These dashboards could, for example, show a snap shot of all case that have not been resolved within the time period defined by the customer’s SLA
- 20 Reasons to Choose Sage CRM SMB-centric ; specifically designed to meet the customer management requirements of small-to-mid-sized organisations or divisions of larger companies. Integration-ready out-of-the-box ; integrates quickly and cost-effectively with Sage ERP products, as well as other 3 rd party applications through secure, standards-based web services APIs. Full-suite CRM ; exceptional functional breadth and depth across sales, marketing and customer service. Modular ; deploy as a point solution across sales, marketing or customer service; or deploy as a complete process solution across all three. Easy-to-use ; intuitive interfaces along with on-screen coaching and quick start guides, ensure user adoption and productivity from day one. User customisable ; self-customising capabilities provide users with instant access to the exact information they need in a format that makes sense to them. Easy to deploy and maintain ; fully web-architected Sage CRM can be deployed quickly and cost-effectively on-demand or on-premise, and over multiple locations where required. Flexible deployment choice ; move from on-premise to on-demand or vice versa as business requirements change. Delivers straight-through processing ; reduces or removes the need to re-key and re-verify information as it passes between front-office to back-office environments. Scalable ; scales painlessly and cost-effectively with company growth. Mobile-ready ; provides field-based, disconnected or mobile device users with access to the information and functionality that they need to do their job, regardless of their location or access scenario. Client aware ; automatically provides the most appropriate user interface according to access scenario or device type. Codelessly customisable ; customise Sage CRM in line with changing business requirements through codeless administration tools and easy-to-use wizards that minimise the need for expensive development resource. Low cost ; provides a low TCO for companies regardless of complexity, scale or deployment requirements. Based on a simplified technology platform ; utilises simplified technology infrastructure for server installations and requires no software installation on the client device apart from a standard web-browser. Internationally supported ; supported by a large global network of Sage regional operations and certified business partners. Vertical-ready ; supported by a global network of development partners with deep regional and industry-specific expertise. Process automation ready ; out-of-the-box, Sage CRM provides extensive business process automation across the entire organisation and can be quickly adapted to capture new processes or modify existing ones. Outlook integration-ready ; out-of-box provides full integration with Microsoft Office Outlook to ensure seamless synchronisation of contacts, calendars and tasks between Sage CRM and Outlook. Business performance-centric ; provides a comprehensive suite of user-customisable dashboards, reports and alerts messaging to ensure real-time visibility on key performance indicators and other commercially significant trends.