Sage CRM and Sage 300 CRE How CRM can help your business
Agenda What is CRM? Common business issues faced by companies today How CRM can help your company What is CRM4CRE and how does it work? Live Demo of Sage CRM and CRM4CRE Q & A
What is CRM ? Holistic view of all company information and activity Contact Management Centralized Activity Management Customer Service / Warranty Management Process Management Business Development Marketing Automation Mobile Data Access Social Media interaction
Common Business Issues Faced by Companies Today “I need a quick and easy way for me to see how the business is performing at BUSINESS any given time ” “I want to “I need to be able OWNER maximize the “I need to to calculate the productivity of know what cost per lead all my the sales easily and employees” pipeline SALES accurately” MARKETING looks like MANAGER “It take me ages MANAGER quickly and “Marketing to roll up all the easily” campaigns are reps’ forecasts difficult to manage into a team and leads can go forecast for my missing” boss” “We don’t have an up “Sales forecasts to date log of all are difficult to communications with create and time- customers” “Our “I want to have consuming” “I sometimes spend processes SALES access to the CUSTOMER my whole morning are not same customer EXECUTIVE trying to figure out automated so information the SERVICE “I don’t want to be who I’m meant to customer front office has BACK OFFICE follow-up with and wasting time re- issues so I understand when” entering the same sometimes any customer information into fall through issues when I multiple places” the cracks” am chasing payments”
How CRM Helps Management • Workflows ensure your way of “doing business” is followed easily every time • Reports provide instant insight into business performance across multiple criteria • Delivers the ability to “sanity check” forecast data with full drill -down to underlying details • Enables easy insight into revenue/budget variance • Enables real-time corporate performance management/insight at-a-glance through dashboards • Improves responsiveness to critical business issues • Improves sales forecast accuracy and pipeline management • Marketing budget and return-on-investment can be monitored in real-time • Drives revenue business efficiency and performance leading to increased revenue growth and profitability – knowledge of what customers, job sizes or types are most successful • Leverages financial information from the front and back-office for a complete view of the business
How CRM Helps Sales • Dashboards deliver a unified view of all key sales information • Real-time pipeline management ensures focused sales activity • Accurate forecasts can be prepared and submitted in minutes • Increases visibility on customer interaction across departments • Reduces time spent on administration increasing productivity • Consistent centralized tracking of Bid/Job data • Minimizes sales administration and maximizes sales staff productivity • Leverages financial information from the back- office system for accurate pricing, quotes and orders • Empowers sales staff to sell more effectively • Enables sales staff to focus on the most important sales opportunities
How CRM Helps Customer Service • Helps reduce the amount of time spent on customer service administration thereby increasing the productivity of customer support representatives • Monitors service performance against SLAs • Extends customer service through 24x7 web self-service • Provides Field Service with mobile access to Service and Warranty information • Enables customer service staff to leverage the knowledge of colleagues through a centralized knowledge base • Delivers a 360 degree view of customer information across front and back office systems for easier issue resolution and improved cross-selling opportunities • Workflow automatically manages case allocation, progression and escalation; improving response times and ensuring no one ‘falls through the cracks’ • Enables customer satisfaction measurement and benchmarking • Dashboards deliver a unified view of all key customer service performance information in real time
How CRM Helps Marketing • Empowers marketing staff to plan and execute highly effective campaigns • Enables highly targeted customer communications • Results in decreased cost-per-lead through automation • Delivers insight into the lifetime value of customers • Enables close alignment with the sales department and other key stakeholders • Enables market segmentation based on financial data from the back office • Enables marketing staff to target the right companies at the right time • Helps eliminate guesswork and optimize marketing resources • Delivers full campaign planning encompassing above-the-line and below-the-line activities as well as costs • Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment From Sage CRM
What is Integrated CRM ? • Connects to back end Accounting data • Connects to Social Media, LinkedIn, Facebook, Twitter, Yammer • Connects to Outlook • Synchronizes with Microsoft Exchange • Connects with e-Marketing • Multi browser • Mobile access
What is CRM4CRE? CRM4CRE is the integration between Sage 300 CRE and Sage CRM Creates automatic synchronization between Sage 300 CRE Address Book and Sage CRM Company and Persons Connects to Sage 300 CRE data tables to show data inside Sage CRM web pages Allows mobile access to the data of server based Sage 300 CRE through any web browser, tablet or phone
Examples of Customizatio ns Included Job Job Cos ost an and Project Man anagement In Information fr from Sa Sage 30 300 0 CRE RE
Customer Data from Sage 300
Vendor Data from Sage 300
Service Data from Service Management
CRM Customer Service with SM Integration
So, What’s your Point ?? We are using Sage CRM to demonstrate a concept The point is to invite you to imagine the possibilities of a Sage 300 system freed from the shackles of a traditional Client Server Windows App A Sage 300 system freed from the pre-designed and Sage controlled Windows user interface with respect to how data is presented And a Sage 300 system with a highly customizable Mobile interface
Are there limitations? Yes and No. Almost anything can be read and presented for consumption in CRM. However, there are limits to what can be written back into Sage 300 CRE. Sage publishes API’s that permit us to update and insert certain data and not others. While there are sometimes ways to bypass Business logic and directly write into Tables via ODBC its like “playing with fire”, sooner or later you get burned. Currently only integration with single CRE database.
Deployment Options • Traditional On Premise deployment • Private Cloud / Hosted deployment • CRM and Sage 300 CRE must be co-located Not Supported: • Hybrid Cloud is not supported at this time • Multi Tenant Public Cloud is not supported
LIVE DEMONSTRATION / Q&A Now its time to show you how it works on both PC and Mobile Tablet Interface.
Thank you for your attention! If you have any If y questions, ple lease contact: Laura S. La S. Kasman lkasman@kastechco.com lk KasTech Co Consult ltin ing In Inc. 1643 Hig ighla land Avenue Langhorne, PA 19047 215 215-702-8155 www.k .kastechco.com
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