CRM Solutions prospect | convert | sale | retain AnytimeCRM Marian Stirbescu Marketing & Sales Manager, Advantage Software Factory May

CRM Solutions prospect | convert | sale | retain www.anytimecrm.ro

AnytimeCRM

Marian StirbescuMarketing & Sales Manager, Advantage Software FactoryMay 30, 2007

Professional Software Solutions for Customer Management


Agenda

About ASF

Your Challenges in Customer Management

Our CRM Solutions

Q & A

AnytimeCRM


During the presentation feel free to…

Be open minded

Share your previous experiences with the audience

Ask questions

Say No or Disagree

….


About Us

Our Mission is to help organizations to better serve their customers.

Our Vision is to became the most important provider of customer centric solutions in Romania until the end of 2009

Advantage Software Factory is the 1st Oracle Certified Partner in Romania on iTrack (Oracle Technologies, since July 2002)

ISO 9001 Certified Company for CRM implementation (certification issued by Lloyd’s Register Quality Assurance)

Business Lines: CRM | Collection Systems | Custom Development

AnytimeCRM


Our customers

Vodafone Romania Credit Europe Bank (Finansbank) EOS- KSI Romania / Slovakia / Greece / Hungary Montero Grup ICG ING Bank HVB Tiriac Unicredit Romania Rompetrol Downstream Eurisko Consulting

AnytimeCRM


4 Key factors that prevent Customer Dissatisfaction

No matter the industry the research has proved that there are 4 key factors that prevent you loosing customers:

Act with precision. The customer expect you to provide your service in a predictable and precise manner.

Accessibility. Your customer can get in touch with you anytime, from anywhere in AnyWay.

Partner with your customer. Listen to them, care about them.

Act as an adviser. Customers feel a strong bound to the companies they’ve learned something from.

from “First break All the rules: What the World’s Greatest Managers Do Differently”by Marcus Buckingham, Curt Coffman


True Challenges

Customer Support & Sales flows need to be personalized according to your industry specific requirements

The Business environment requires fast Time to Market when implementing new sales and support strategies or changing the existing ones.

Your company expects aggressive implementation schedule for CRM

Integration between sales and support teams across departments

The companies are looking to do more with less so the TCO is a key decision factor when choosing a CRM solution


Our solutions – your advantage

Capone is an enterprise collection system that enables the collection departments to control, manage and automate the collection processes of the company while reducing the bad debt.

AnytimeCRM – is a CRM system that helps Customer Support and Sales departments to achieve excellence in client interaction, at all the touch points, while cutting down the operational costs.

AnytimeCRM = AnytimeSupport + AnytimeSales

AnytimeCRM


Capone Banking – Why ?

Benefits Cost Reduction / More Value

> Control and reduction of bad debt;

> Starting point to evaluate the collection cost;

> Improve the cash flow;

Customer Care/ Public Image

> Fair treatments for all your customers.

> Fair Play;

> Information for customers in order to prevent the delinquency;

> History of the collection relationship with the client;

Capone helps the organizations to reduce the bad debt and improve the cash flow while optimizing the collection cost;

Operational

> Total control of the collection processes through flexible collection strategies definition;

> Increased effectiveness of the collection process;

> Informed decisions through reports;

> Capture the best practices and business rules;

> Integrated collection no matter the products;

Technical

> Very scalable, grows with your business;

> Supports clustering and failover;

> Developed using industry standards, runs on all major existing platforms;

> Standard interfaces with existing systems;

Capone is the leader of the collection software market with more than 2500 active users in 8 of the most dynamic companies in Romania.


Capone Banking – How ?

Features Payment Agreements

> Payment Schedule

> Discount/Adjustment

actions when kept or broken

Letter Generation & Printing

Powerfull feature available with two options:

> standard built in module (for up to 4.000 letters/day)

> printing factory gateway

Flexible Hierarchy

> Up to three levels of hierarchy to accommodate specific requirements for different industries.

Payment Allocation

> automated/predefined criteria

> manual allocation

Built in Report Generator

> Allow non technical users to define and run reports from Capone.

> The report generator is tightly integrated to security framework so the users are allowed to see only the reports they have access to.

Timeline/Collection Strategies

> Flexible definition of automated collection steps.

> Graphical representation of the timeline definition

> Graphical representation of the collection status on account

Multicurrency

> Balances and payments are expressed in original currency.

> Functional Currency for reporting purpose and timeline criteria definition.

Interfaces

> Interface enabled to IVR, Dialer, SMS Gateway, Fax Server, Printing Factory, SMS Connector to GSM providers.

> Interface enabler to relevant core business systems: Core Baking, Invoicing, CRM.

Queues Management

> Core functionality of the system that allows the distribution of workload among different collectors according to allocation rules.

Insurer Relationship

> Implementation of specific strategies according to insurance agreements

> Timelines based on annuity

Security

> Part of FAST framework allows segregation of duties based on specific user rights and roles.


AnytimeSales

A Customer Relationship Management system that helps the sales departments to attract new customers and expanding sales to existing ones while cutting down the operational costs.

Target Industries

Banking Telecom Utilities IT Support Financial Services Professional Services Call Center Services Auto Dealership Service and repair


Why AnytimeSales ?

Your invoicing system is simply not enough The best replacement for unstructured tools: paper, spreadsheets, manual procedures Save time Quick access to customer information You will spend more time in making decisions not in finding information Replace micro management with management by exception for your sales team A professional way to track Sales People Performance Increase your sales:

Because you are not loosing leads anymore You can learn from past experience You expand your potential leads database

You gain a valuable advantage over your competition


AnytimeSales Flows

Configurable Sales Flows Lead Capture Lead Qualification Lead Development Lead Conversion Opportunity Management Marketing Campaigns Support Contract Management Customer Interactions


AnytimeSales Flows

New Promotion

Opportunity

Customer Interactions

Lead

Sales

Contracts

Sales S

tages

Post Sales


LeadManagement

Lead Capture

Conversion

Opportunity

Contract

Webem@il

Direct MailLead Lists

Marketing EventsCold Calling

Development

Qualification


WebLeadCapture


em@il2Lead

Automatic Transformation of email requests to leads Important time savings Information available in one place

@ Mapping New Lead

•email Subject >> Lead Subject

•email Body >> Lead Information

•email Attachments >> Notes & Attachments

•To Address >> Lead Type

•From Address >> Customer Contact


OpportunityManagement

New Opportunity

Conversion

Order

Contract

Webem@il

Direct MailLead Lists

Marketing EventsCold Calling

Converted Leads

Development


Relationship Management

Presale

Sales

Post Sales

360° view of customer Interaction


AnytimeCRM

A Customer Relationship Management system that helps the Customer Support departments to achieve excellence in customer interaction, at all the touch points, while cutting down the operational costs.

Target Industries

Banking Telecom Utilities IT Support Financial Services Call Center Services Leasing Service and repair

3600 View of the Customer Interaction


Anytime Support Industry / Flows Matrix

Industry Business Flows / Activities

Banking Customer Complaints, Customer Info, Back Office Requests, Card Support, Internet Banking Support, Internal IT Support, Sales Integration

Telco Customer Interactions, Call center, Service Provisioning Flows, Network Incident Management, Operations & Maintenance, Customer Information, Case Management, Internal IT Support, Sales Integration, Asset Management, Site Installations

IT Support ITIL Compliance, Systems Support, Applications Support, Helpdesk, Release Management, Hardware Maintenance, Change Requests

Utilities Case Management, ISO Compliance

Financial Services Credit Application Flows, Info requests, Internal Compliance, Card Support, IT Support

Outsourced Call Center Services

Case Management, Helpdesk, Customer Surveys

Leasing Customer Complaints, Car Incidents

Service & Repairs Incident Management ,ISO Compliance

Manufacturing ISO Compliance, Customer Surveys, Quality Assurance


Core Support

Case Definition Full configurable Case Templates Agent and supervisor working screens Queues Management Configurable Status Sequences Product / Service Catalog Customer Management Contact Management Task Management Notes and Attachments Manual case assignement Case History Work Performance Information Custom defined fields for cases,

customers, projects, products. Email notifications using templates email2case Eligibility rules to secure data access


email2Case

Automatic Transformation of email requests to cases Support by email using “Keywords” Important time savings

@ Mapping New Case

•email Subject >> Case Subject

•email Body >> Case Description

•email Attachments >> Case Notes & Attachments

•To Address >> Case Type

•From Address >> Customer Contact


Workflow Automation

Forced status case sequences Graphical configurable Workflows Flexible business rules implementation Automated email notifications Process/Flows definition


Workflows Configuration

Workflow 1

Business Rule 1

Business Rule 2

Action 1.1

Action 1.2

Action 2.1

Action 2.2

Available Actions

Send email

SendToDialer

SendSMS

ChangeCaseStatus

MoveToQueue

UpdateColumns

Sequence


Process / Flow Configuration

Start Request

Convert Case

Flow 1

Flow 2

Flow 3

Convert Case

Support Process

Request Solved


Graphical Workflow Definition


Service Level Agreement

Full SLA configuration based on: customer, severity, priority, service schedule.

Automated case escalation and notifications when SLA broken

Custom Actions on SLA events


Call Center Integration

Call Pop-Up Screen Dialer Interface IVR Interface SMS Gateway Fax Server Interface Integration available with Mediatel, Cisco, Avaya


Partnership

Commercial and Implementation partners

S & T (www.snt.ro) Kintex (www.kintex.ro)

Technology / Call Center

Mediatel ICG (www.icg.ro) Datanet Systems (www.datanets.ro)


Why ASF ?

ASF has a proven track of successful projects on Telco, Banking, Financial Services and IT Support services

Previous CRM experience

Romania based support and development

Very fast Implementation schedule for standard version and on previously agreed business requirements

Outstanding configuration capabilities enable “Zero” customizations cost.

Interfacing capabilities on open standards with existing IT Systems

If necessary, software customizations can be delivered.


Advantage Software Factorywww.asf.ro ; www.anytimecrm.ro

Happy Customers, Anytime

Join us now! for a free private

Workshop on

Capone or AnytimeCRM

by phone at +4 01 242 87 20 or

by email at [email protected]

Documents

CRM Solutions prospect | convert | sale | retain AnytimeCRM Marian Stirbescu Marketing & Sales Manager, Advantage Software Factory May