Three simple workflow rules are proposed to automate processes in SugarCRM and improve user adoption. The first rule automatically emails new leads when a voicemail is left. The second rule creates sales stage related tasks to ensure process is followed and data stays updated. The third rule alerts necessary people when opportunities are near closing to ensure assistance and increased wins. An optional fourth rule suggests automated drip marketing based on interaction frequency.

1. Three Simple Workflow Rules That Will Make Your Sales Team Love SugarCRM!

3. About Intricity, LLC Headquartered in New York City 9 locations across the USA and Canada Gold SugarCRM partner Gold SAP BusinessObjects Partner IBM Information Management Partner Intricity is the only Gold SugarCRM provider also partnering with all leading BI and data integration technology vendors.

4. Top Threats to CRM Success the most significant threats are: slow user adoption (49%); inadequate attention paid to change management and training (36%); difficulties in aligning the organizational culture with new ways of working (15%) According to a Forrester survey of 133 organizations using one of 24 leading CRM solutions in 2009

5. #1 Risk to CRM Success User Adoption – According Forrester, 2009

6. Why People Don’t Like Using CRM Orwellian Approach to CRM: Big Brother is watching

7. Why People Don’t Like Using CRM Results (call performance, close ratios, etc) may be used to condemn rather than empower the user “… anything you say can and will be used against you”

8. Feels like “Red Tape” “ More data entry than before” Resistant to change Tool feels “slow” Lacking value

9. What’s In It For Me? Value Risk/Effort

10. CRM Delivers Value To It’s Users By Empowering Users with meaningful Insight About Their Business and Clients Automating Business Processes That Strengthen Customer Relationships and Result in Increased Sales

11. People Like Automation Because It Makes Their Jobs Easier

12. Ok So What Should We/Can We Automate? Engage with your CRM users Document with some use cases/business scenarios Client on-boarding Lead Follow up Sales Pipeline review Client upselling/Deepening Existing Client Relationships Marketing

13. What do I need to know to create a workflow rule?

14. Understand modules and how they relate to one another Studio Report Wizard Or just browsing the modules from the navigation bar

15. Opportunity Relationship Table Primary Module Type Related Module Campaigns One to Many Opportunities Opportunities One to Many Calls Opportunities One to Many Meetings Opportunities One to Many Tasks Opportunities One to Many Notes Opportunities One to Many Leads Campaigns One to Many Opportunities Accounts Many to Many Opportunities Opportunities Many to Many Contacts Projects Many to Many Opportunities Quotes Many to Many Opportunities Contracts Many to Many Opportunities Documents Many to Many Opportunities Opportunities Many to Many Products

16. Basic Workflow Components Target Module (Opportunity, Account, Lead, etc) Trigger ( elapsed time, updated field) Conditions (all new opportunities over >$50K) Action (create a task/schedule a call) Alert (Send an email to the sales manager)

17. Sample Workflow Template Trigger Condition Action Owner Alert Alert Recipient New Contact is Created All new Contacts Schedule Call – 2 days from triggered date Create Task for Manager to send thank you note – Due same day Manager confirmation of meeting details to Admin (populate an email automatically to Joanne from when the meeting is set up) Admin Time - Contact Created + 1 day All new contacts Create Task for Admin to review client file for missing documents – Due same day Create Task for Admin to send meeting confirmation letter Admin

18. Workflow #1- Email new leads when voicemail is left Objective: To Reduce Unnecessary clicks, and automate email follow up when calling leads.

19. Workflow #2 Automate the Creation of Sales Stage Related Tasks Objectives: To ensure that the sales process is followed Ensures that information in CRM is kept up to date Reduces clicks

20. Workflow #3 Alert necessary people when opportunities are near to closing Objectives: To ensure that other internal resources are not surprised by new contracts Ensure that sales leadership can assist with close strategy and increase probability of a win

21. Bonus Workflow #4 Automated Drip Marketing Objectives: To ensure that prospects receive appropriate communication based on frequency of interaction

22. Summary Listen to your CRM users Document repeated steps, pay close attention to repeated CRM Data Entry, Clicks, and Communication (email) Get familiar with where/how relevant information is stored in Sugar Look for Triggers, Conditions, Actions and Recipients

23. Adrian Boerstra [email_address] Website: Intricity Phone: 212-461-1100 x5653