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What is CRM?BP Name Here
2
Agenda
• What is CRM?• Common business issues faced by companies today• How CRM can help• What CRM brings to the business• Evolution of CRM• Business value of CRM• What CRM means to you as the user• About Sage CRM• Customers benefiting from CRM
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What is CRM?
CRM is a business strategy designed to optimise profitability, revenue, and
customer satisfaction
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Common Business Issues Faced by Companies Today
SALESMANAGER
SALES EXECUTIVE
CUSTOMERSERVICE
MARKETINGMANAGER
BUSINESS OWNER
“Sales forecasts are difficult to create and time-consuming” “I sometimes spend
my whole morning trying to figure out
who I’m meant to follow-up with and
when”
“I need to know what the sales pipeline looks like quickly and easily”
“It take me ages to roll up all the reps’ forecasts
into a team forecast for my
boss”
“I need a quick and easy way for me to see how the business is performing at any given time” “I want to
maximise the productivity of
all my employees”
“I need to be able to calculate the cost per lead easily and accurately”
“Marketing campaigns are
difficult to manage and leads can go
missing”
“We don’t have an up to date log of all communications with customers” “Our
processes are not
automated so customer
issues sometimes
fall through the cracks”
BACK OFFICE
“I want to have access to the same customer information the front office has so I understand any customer issues when I am chasing payments”
“I don’t want to be wasting time re-
entering the same information into multiple places”
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Why Do Companies Experience These Difficulties?
CRM can help address these issues by bringing all elements together
Customer information is typically held in disparate locations right across the company – leading to a myriad of problems
Outlook Marketing Remote Workers Finance Sales
CRM
User
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Extended enterprise collaboration CRM
Rolodex
Evolution of CRM
OutlookSales force automation
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CRM Provides Insight
Customers
Sales
Marketing
Distribution
Finance
CustomerService
CRM delivers insight into customer information across multiple departments – for a holistic view of
the customer
CRM
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CRM Improves Productivity
CRM that integrates with MS Outlook and delivers employees on the road with always-available access to critical customer data
ensures maximum productivity
Outlook
Finance Sales Distribution Customer Service
Marketing
CRM
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CRM Facilitates Collaboration
Customers & Partners
CRM facilitates internal and external collaboration for maximum customer satisfaction
Web self-service
Internal External
CRM
Sales Marketing Support Finance
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CRM Delivers Competitive Advantage
Multiple views of the customer
CRM delivers a single view of the customer for better customer relationship management, delivering real competitive advantage
3600 insight
Disparate Systems
DepartmentalCollaboration
DepartmentalCustomer
Insight
DepartmentalProductivity & Efficiency
CRM
Extended Enterprise
Collaboration
360 degreeCustomer
Insight
Org-wideProductivity & Efficiency
Single view of the customer
COMPETITIVE ADVANTAGE
One dimensional insight
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CUSTOMER SERVICE
SALES EXECUTIVE
SALESMANAGER
MARKETINGMANAGER
BUSINESS OWNER
What CRM Can Do for You the User
BACK OFFICE
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Challenges for the Sales Executive
• Tracking opportunities• Identifying the best opportunities to focus on• Identifying cross-sell and up-sell
opportunities• Forecasting accurately• Knowing every day what sales opportunities
to focus on• Reporting on the pipeline efficiently• Understanding where opportunities are in the
pipeline• Having visibility on customer interaction
across multiple departments• Generating quotes and orders• Avoiding inputting the same data into
multiple systems
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How CRM Helps the Sales Executive
• Dashboards deliver a unified view of all key sales information
• Real-time pipeline management ensures focussed sales activity
• Forecasts can be prepared and submitted in minutes
• Increases visibility on customer interaction across departments
• Reduces time spent on administration thereby increasing productivity
• Automates quotation generation• 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
From Sage CRM
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Challenges for the Sales Manager
• Identifying the biggest opportunities• Unearthing hidden opportunities• Tracking sales across territories and reps• Creating team and individual forecasts
quickly and easily• Tracking and measuring sales representative
performance• Developing a more effective sales team• Having instant access to up-to-date sales
data and communications history• Access to real-time figures on sales
performance and pipeline• Minimising sales administration and
maximising sales staff productivity
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How CRM Helps the Sales Manager
• Dashboards deliver sales management a unified view of all key sales information
• Improves transparency in the sales pipeline • Real-time pipeline management ensures
focussed sales activity• Enables quick and easy team forecast
generation and improves sales forecast accuracy
• Enables regular sales performance monitoring
• Reduces opportunity slippage• Optimises sales resources against high-
potential opportunities• Maximises cross and up-sell opportunities• Empowers sales staff to sell more effectively• Enables sales staff to focus on the most
important sales opportunities• Minimises sales administration and
maximises sales staff productivity
From Sage CRM
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Challenges for the Business Owner
• Extracting more value out of the business• Having insight and reports into business
performance• Identifying the top customers by revenue
and profitability • Having complete visibility of customers,
pipeline and margins • Analysing sales performance across
multiple criteria• Moving from overview forecast data to
detailed underlying information with ease• Combining actual campaign results with
actual campaign costs to quantify marketing performance
• Having a complete view of business performance across front and back office
• Strategic planning – planning for the future
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How CRM Helps the Business Owner
• 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• Leverages financial information from the front and back-office for a complete view of the
business
From Sage CRM
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Challenges for the Marketing Manager
• Segmenting customers
• Defining highly targeted marketing lists
across multiple criteria
• Tracking marketing campaign
performance against targets and budget
• Managing and re-deploying marketing
campaigns quickly and efficiently
• Identifying success rates at-a-glance
• Identifying and targeting strong leads
• Measuring cost-per-lead and marketing
ROI
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How CRM Helps the Marketing Manager
• 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 optimise 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
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Challenges for the Customer Service Manager
• Easily tracking SLAs• Measuring and improving team performance
and productivity• Making customer support cost-efficient• Resolving customer issues quickly• Easily identify critical customer issues
requiring urgent attention • Increasing customer satisfaction and
retention rates• Monitoring customer service performance in
real time• Reducing the amount of time spent on
customer service administration• Knowledge and information sharing across
teams• Ensuring no customer issues ‘fall through the
cracks’ • Successfully cross and up-selling during
calls
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How CRM Helps the Customer Service Manager
• 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 options • Enables customer service staff to leverage the knowledge of colleagues through a
centralised 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
From Sage CRM
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Challenges for the Back Office
• Having a central place for information
• Giving back-office staff access to non-
financial customer information to enable
them to resolve issues and queries promptly
when talking to customers
• Access to complete customer
communications history (usually held in the
front office) to enhance ability to effectively
chase payments
• Reducing duplication of effort to minimise
mistakes and improve productivity
• Speeding up routine tasks
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How CRM Helps the Back Office
• Saves time and minimises mistakes by avoiding duplication of data entry
• Improves customer service by using a single point of reference for sales orders
• Credit control and the sales team have access to the same financial information
which enables them both to chase outstanding debt when dealing with customers
• Ensures a fast response to significant events and routine tasks using alerts
• Improves customer service by giving the back office access to key customer
information such as buying patterns and communications history
From Sage CRM (with ERP integration)
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Business Value of CRM
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Sage’s CRM Credentials
• Family of CRM Solutions – 2.7 million users worldwide
• Sage is the No. 1 CRM Vendor to SMBs Worldwide and the No. 2 CRM Vendor Worldwide - Gartner, 2006
• Sage CRM– 6th generation – product maturity– Web-based CRM solution– On demand or on premise– Sold in 28 countries worldwide– Available in English, French, German, Spanish, Chinese and a range of
other languages via our international business partner network– Fully integrated with leading Sage ERP solutions including Sage 200
and Sage 1000 (UK), Sage 100 (France), MAS 90 and 200 (US), OfficeLine (Germany) and Sage Accpac ERP (worldwide)
26 Sage: What is CRM?
Sage ERP &Sage Suites
On DemandServices
3rd PartyApplications
Connecting YourBusiness
Your Sales, Marketing & Customer
Service Teams
Your Customers& Partners
Introducing Sage CRM
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Sage CRM Awards
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Customer Success Stories
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Key Sage CRM Customer Successes
Services
Digitell Source Technologies Vedere Partners Mediaweave Asbestway Abatement
Government
Louisiana Economic Development
Thai Ministry of Commerce
Sport and Leisure
Buffalo Sabres Club One
Manufacturing
Kayserberg Plastics YoCream Sirromet Precision Tensar Horizon
Banking and Finance
ifs School of Finance Alliance and Leicester BDO Simpson Xavier Tilney Wealth Management Insight Investment First Active
Automotive Avis Stapletons Tyre Services Acme
IT
IONA ITG ITM Nexus Solutions
Life Sciences
Metrohm-Peak Scientific and
Chemicals Inortech
Services
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Who:Digitell Inc, multimedia conference education, recording and marketing - USA
Requirement: Burdened by an inefficient, manual system, Digitell struggled to manage a rapidly expanding customer database and a burgeoning sales / marketing pipeline
Solution:SageCRM.com
Benefits:Digitell can now better manage its pipeline, provide enhanced customer service, optimise sales opportunities, and manage marketing activities with confidence
“Timely contact with prospects and clients has helped us land new
accounts. Even though we invested in SageCRM.com primarily to manage our
sales and marketing efforts, it has served as a great overall solution.”Steve Parker, Vice President, Digitell
Digitell Uses SageCRM.com to Maximise Sales Opportunities
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Source Technologies Improves Forecasting with Integrated Sage CRM
Who:Source Technologies, printing solutions - USA
Requirement: An up-to-date, scalable accounting and CRM solution that could handle detailed project accounting, complex sales orders, and sales data tracking and management
Solution:Sage CRM and Accpac ERP
Benefits: Earned immediate investment return with improved customer service, forecasting accuracy, and inventory control
“We knew that if we could centralise all information, we would increase service levels, optimise sales force efficiency,
improve accuracy and inventory control, and streamline just about every other
business process.”Tim Baker, Director of Information Systems,
Source Technologies
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Who: Vendere Partners, business sales solutions - USA
Requirement:Previous CRM tool has limited visibility and hindered the company from implementing its own processes and systems
Solution:SageCRM.com
Benefits:Opening up of communications within the organisation; distribution of leads and opportunities to territories; yielding large ROI
Vendere Partners Improves Staff Communication with SageCRM.com
“SageCRM.com has exactly what we need. The others only deliver about 50
percent.”Sean O’Neil, Vice President,
Vendere Partners
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“We’ve been using the software like crazy and loving it! We’re getting an immediate return on investment and realising big productivity gains, and we continue to tweak the product as
needed.”Eric Robichaud, CEO, Mediaweave
Mediaweave Strengthens Client Relationships with Sage CRM
Who:Mediaweave, marketing, communications and technology solutions - USA
Requirement: With no centralised location for storing sales and marketing information, Mediaweave had trouble managing multiple users and a rapidly expanding database
Solution:Sage CRM
Benefits:After implementing Sage CRM, Mediaweave realised an immediate return on investment and significant productivity gains
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“We’re able to hire less, even though we’re doing more business because of
Sage CRM.”Mendy Gorodetsky, President, Asbestway
Asbestway Cleans up Customer-Facing Processes with Sage CRM
Who: Asbestway Abatement Corporation, asbestos removal - USA
Requirement:Replace manual systems with a CRM solution to improve service, facilitate intra-department communication, and streamline labour intensive processes
Solution:Sage CRM
Benefits:Improvements to customer service, communication, and processes enabling Asbestway to grow 40-50% in revenues, without increasing its workforce
Asbestway Abatement
Government
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“Based on our past experiences, LED assumed all CRM packages would be cumbersome and inflexible. That myth was quickly dispelled when we had to take a crash course on Sage CRM.”
Linda Regina, Director of Policy & Planning, Louisiana Economic
Development
Louisiana Economic Development Weathers the Storm with Sage CRM
Who: Louisiana Economic Development, state agency supporting local businesses - USA
Requirement:Replace GoldMine® with a more robust CRM solution, while managing disaster recovery efforts for businesses struck by hurricanes
Solution:Sage CRM
Benefits:
Successfully assisted thousands of businesses, including providing temporary housing to more than 1000 displaced workers; improved marketing and project tracking, and financial accountability
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“There was minimal impact on our business operations during the
implementation process. We did not need a huge budget to maintain and run
the system, which saves us money.”Kru Kate, Director, Thai Ministry of
Commerce
Thai Ministry of Commerce Drives Customer Service Excellence with Sage CRM
Who: International Business Consulting Centre, Ministry of Commerce - Thailand
Requirement:Call centre relied on pen and paper to record enquiries made by customers through calls or walk-ins and were unable to leverage customer information across divisions
Solution:Sage CRM
Benefits:Call centre and International Business Consulting Centre has seen immediate return on investment with improved internal operations and customer service
IT
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“With the aid of Sage CRM’s forecasting tool, we have been able to make
strategic decisions. This has helped us to determine how our customers’
business models change, critical to maintaining competitive advantage.”
Cormac Ó Foghlú, Worldwide Infrastructure Manager, IONA
IONA Improves Decision Making with Sage CRM
Who: IONA, IT integration products and services - Ireland
Requirement:An automated system for tracking and assigning customer leads and a way to deliver more timely and accurate reports
Solution:Sage CRM
Benefits:Common selling system for all regions, complete picture of customer lifecycle, accurate data for basing product strategy decisions on, ROI analysis of marketing campaigns, real-time view of sales processes, SAP integration
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ITG Benefits From Better Productivity with Sage CRM
Who: Information Technology Group Inc, IT consulting firm - USA
Requirement:Previously, sales and marketing could not provide adequate reporting functions or remote access to match busy consulting group’s growth
Solution:Sage CRM
Benefits:Cut reporting time in half; sales efficiency went up by 10 percent; sales have risen 15 percent thanks to better information
“Sage CRM is a fantastic product. The more we use it, the more we appreciate it. We see it as a critical component of
our success for years to come.”Mark Severance, Director of Sales &
Marketing, ITG
42
ITM Group Delivers Superior Customer Service with Sage CRM
Who: The ITM Group, communications infrastructure provider - UK
Requirement:Following a period of growth and acquisition, the ITM Group needed to consolidate disparate systems to improve customer service
Solution:Sage CRM
Benefits:
Improved sales process, more targeted campaigns, real-time knowledge, and better data sharing and information retention, resulting in the delivery of superior customer service
“We managed a complete exhibition project within Sage CRM, from attaining prospects, tracking leads and enquiries
that arose from the exhibition, to evaluating the return on investment and reporting on the overall success of the
exhibition.”Neil Curtis, Head of Marketing, ITM Group
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“I have received several comments from clients saying that they are more
satisfied with our support service as we respond to their needs faster and in a more efficient manner. In the end, our
success comes from the satisfaction of our customers.”
Mr. Astley Yip, Sales Manager, Nexus
Who: Nexus Solutions Limited, integrated network communication, infrastructure and security – Hong Kong
Requirement:Replacing low-tier solution with a robust multi-region system to manage sales and marketing and standardise workflow to create holistic customer service approach
Solution:Sage CRM
Benefits:Standardised lead processing, coordination between departments, easy tracking for outstanding leads, formulating coherent marketing strategies and events
Clear Direction for Nexus Solutions with Sage CRM
Sport and Leisure
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Who: Buffalo Sabres, North American Hockey League team - USA
Requirement:Combination of customer databases required multiple data entry, prevented strategic sales efforts, and produced errors
Solution:Sage CRM
Benefits:Customer service administration time reduced by 20 percent; detailed activity and demographic reports boosted sales significantly
“The greatest thing about Sage CRM is the way it ties everything together for
us... This has streamlined our administration by 20 percent — and
made our fans much happier.”Tom Matheny, Database Marketing
Manager, Buffalo Sabres
Buffalo Sabres Serves Fans Better with Sage CRM
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Club One Improves Health with Integrated Sage CRM
Who:Club One, large fitness clubs - USA
Requirement: Through rapid growth, the need to centralise customer information and integrate to ERP to improve the way the business and customers were managed
Solution: Sage CRM and Accpac ERP
Benefits: A real-time view of cash flow, visibility into the accounts of each business, and its customer base. Productivity has improved by eradicating duplication of effort
“We needed one system with aunified reporting structure, that
still met the needs of each ofthe divisions.”
Carey White, CFO, Club One
Banking and Finance
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ifs School of Finance Uses Sage CRM to Improve Sales
Who: ifs School of Finance, educational body for finance professionals - UK
Requirement:To counteract a decline in members, a comprehensive, centralised and synchronised store of customer information was needed to support sales teams on the road
Solution:Sage CRM
Benefits:Higher revenue and stronger client relationships with the same sales force, and the ability to measure sales effort precisely against targets
“Sage CRM has helped us to open up more sales opportunities through better
client management, without further expanding our sales force.”
Gary Millner, Corporate Relations andCommunications Director, ifs School of
Finance
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Who:Alliance & Leicester, commercial bank - UK
Requirement: A number of systems were not delivering a complete customer view across divisions, restricting service, resulting in missed cross and up sell opportunities Solution:Sage CRM
Benefits: Access to information across the organisation, targeted marketing, greater call centre accuracy, improved customer service, insight into sales performance, more sales closed, better lead qualification
“With the combination of the innate usability of the system and its
integration with Outlook™, we have found the feedback from users on the
usability of the system to be a key factor in its success so far.”
Howard Worthington, Senior Manager Database Development,
Alliance & Leicester
Alliance & Leicester Banks on Customer Service with Sage CRM
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Who: BDO Simpson Xavier, accountancy firm and business consultancy - Ireland
Requirement:BDO viewed customers at a department level and wanted a more holistic view to take advantage of cross and up-sell opportunities
Solution:Sage CRM
Benefits:Easier tracking and management of marketing efforts, more targeted campaigns, improved customer service through real-time access to information, increased support for cross-selling and up-selling
"There have been a considerable amount of cross-selling opportunities
generated. Customers are now automatically informed of other services
that are available, ensuring we are making the most of every customer
interaction.”Mark O’Connell, Marketing Manager, BDO
BDO Uses Sage CRM to Enhance Marketing
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Sage CRM Opens New Markets for Tilney
Who: Tilney Private Wealth Management, wealth and asset management firm - UK
Requirement:To foster closer relationships with customers and intermediaries using technology
Solution:Sage CRM
Benefits:Better segmentation, monitoring and control of marketing activities, highly customised solution, on the road access for sales people, full relationship management for their key customers and influencers
"There were several reasons why we chose Sage - but the main one was the flexibility of the system. I found Sage CRM a very good implementation - it does exactly what it says on the tin. Lee Wilson, Group Marketing Manager,
Tilney Private Wealth Management
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“We wanted to create a company that took its direction from potential
customers and investors. The feedback clarified our mission to build a company
with CRM at the core of our business functions.”
Adam Pope, Sales & Marketing Manager, Insight Investment
Insight Investment Sees Customer-Centric Services with Sage CRM
Who: Insight Investment manages funds for institutional and retail clients including HBOS plc - UK
Requirement:As a new organisation, Insight Investment needed a solution flexible enough to adapt to its changing needs
Solution:Sage CRM
Benefits:
Improved forecasting, instant analysis, better customer information and improved service through insight into communication between prospects and clients
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“We needed a solution to achieve our business goal — to offer customers new and easier ways of doing business with us. The Sage approach, customisability
and integration, made it a successful choice to rapidly deploy new channels.”
Paul O’Neill, General Manager IT, First Active
First Active Builds a Better Bank with Sage CRM
Who: First Active, financial institution specialising in mortgages and loans - Ireland
Requirement:Expand routes to market through phone and Internet banking both for tactical and competitive reasons as new entrants offering phone-only mortgages were establishing foothold in market
SolutionSage CRM
Benefits:Built a single web-based access method that could be used throughout organisation; enabled First Active to offer mortgage and loan products entirely by phone and online
Manufacturing
55
Kaysersberg Plastics Co-ordinates Operations with Sage CRM
Who: Kaysersberg Plastics, plastics manufacturer - UK
Requirement:To build and share knowledge, stored in different manual systems, for tighter management of project pipelines, improved communication across multiple sites, and automated reporting
Solution:Sage CRM
Benefits:Increased sales efficiency, improved communication, 360º view of customers, convenient, low-cost, real-time 24/7 access, easy deployment in new territories with multi-language capabilities
“With Sage CRM, the next step is automatically built into the process, so we’re always moving forward to make the most of sales opportunities and
build closer customer relationships.”Mark Lightowler, Managing Director,
Kaysersberg Plastics
56
Who: YoCream International, Inc, wholesale food products manufacturing - USA
Requirement:Counter-productive sales activity due to lack of consistent communication between field sales reps and managers located all over the U.S.
Solution:Sage CRM
Benefits:Better management of sales leads and increased sales growth due to increased communication among the sales team
“It’s been smooth sailing. The biggest gain is the ability to share customer and prospect databases with users. We want to better manage leads and accomplish sales growth, which we are seeing as a
result of Sage CRM.”Brad Gaylor, Information Systems
Manager, YoCream
YOCREAM Improves Lead Management with Sage CRM
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“It’s not just the wine that needs to flow smoothly when you’re trying to build a
great reputation for wine making. A transparent exchange of information
between sales, distribution and marketing is just as critical an
ingredient for success.”Ian Parker, IT Manager, Sirromet Wines
Sage CRM Brings Cheers to Sirromet Wines
Who: Sirromet Wines, premier winery - Australia
Requirement:To build a one stop communications centre for sales, distribution and marketing to process orders quickly, respond to customers and plan for strategic growth
Solution:Sage CRM
Benefits:
Reduction in paperwork, better customer service through faster ordering, more accurate sales process, enhanced communication between departments and enhanced reporting
58
“By automating workflow and providing a bird’s eye view of our
customers, Sage CRM empowers us to take fast actions to make and keep
customers happy and satisfied.”Peter Ho, Managing Director, Precision
Valve Singapore
Seamless Workflow for Precision Valve Singapore with Sage CRM
Who: Precision Valve, aerosol valve manufacturer - Singapore
Requirement:Improve access to customer information and service across regions, standardise workflow and increase control over sales processes
Solution:Sage CRM
Benefits:Easy handling of multiple currencies and languages, seamless integration and better governing of workflow process, a streamlined workflow and unified database, boosting productivity
59
"Sage CRM was the only solution that addressed our requirements in all three areas – customer database, workflow automation & content management.”Tim Oliver, Group Marketing Manager,
Tensar International
Tensar International Streamlines Sales Process with Sage CRM
Who: Tensar International Ltd, manufacturer of reinforcing polymer geogrids - UK
Requirement:A consolidated resource for tracking, monitoring and evaluating interactions with individuals and content for projects
Solution:Sage CRM
Benefits:Five country system, smooth sales processes – even when individuals are reassigned, improved productivity, error reduction, visible sales process, improved efficiency
60
“Sage CRM is a critical part of our company. If we didn’t have it, we’d be dead meat — and couldn’t even do $1
million a year, rather than the $7 million we do today.”
Becky Moore, Controller, Horizon Spa & Pool Parts
Who: Horizon Spa & Pool Parts, Inc, wholesale Spa and pool parts - USA
Requirement:Automate processing of 500 orders per day, including order entry, financials, warehouse management, and returns
Solution:Sage CRM and Accpac ERP
Benefits:Without Sage software, Horizon would have to hire two people in shipping, three in the warehouse, and could only do 1/7 of its current business volume
Horizon Spa & Pool Parts Makes Big Splash with Sage CRM Integration
Automotive
62
Who:Avis UK, car hire firm - UK
Requirement: A non paper-based system to cope with service centre enquiries and a single integrated method of recording and responding to customer interactions
Solution:Sage CRM
Benefits: Centrally stored information, rapid return on investment, effective distribution of workload across customer service teams, reduction of incoming call abandon rate
“Our operators have a full service and booking history of callers, so we can
build a much deeper impression of the ‘Avis experience’. Call resolution time is
down, making it a more satisfying customer experience.”
Ann Gallagher, Customer Relations Manager, Avis
Avis Enhances Customer Service with Sage CRM
63
Stapletons Tyre Services Improves Sales with Sage CRM
Who: Stapletons Tyre Services, tyre wholesalers and retailers - UK
Requirement:Stapletons wanted to improve sales forecasting and analysis to design marketing campaigns based on accurate information
Solution:Sage CRM
Benefits:Access for users in multiple locations, integration with existing specialist application, customer service excellence, improved response times, targeted marketing campaigns
"In a highly competitive market, you need a sharp edge. Sage helps by
creating a centralised repository of data, shared by all our teams – making it as easy as possible for any of the team to pick up and handle customer queries.”Andy Scaplehorn, IT Manager, Stapletons
64
“By giving our managers, sales staff, and dispatchers the information they need to address all customer issues,
this solution lets us streamline operational overhead and strengthen
customer relationships with outstanding service.”
Mike Coatney, President, ACME Truck Line
ACME Truck Line Drives Customer Service with Sage CRM
Who:ACME Truck Line Inc, flatbed trucking - USA
Requirement:To facilitate operational improvements, a web-based CRM solution capable of delivering a consolidated view of customer activities to every staff member involved with clients was required
Solution:Sage CRM
Benefits:An integrated framework for applying value-added services and support to new and existing customers. Using Sage CRM, the company was able to simplify many of its procedures
Life Sciences
66
Who:Metrohm-Peak, laboratory equipment distribution and services - USA
Requirement: Metrohm-Peak needed to implement a streamlined system for company-wide communications and global business processes
Solution:Sage CRM and Accpac ERP
Benefits: Metrohm-Peak is able to increase sales productivity, give remote users access to synchronised data, and support multilingual, multicurrency accounting transactions
“By automating and streamlining our business, we are able to provide a
higher level of service while reducing our cost of doing business.”
Kim Brewer, CFO, Metrohm-Peak
Metrohm-Peak Streamlines Business with Integrated Sage CRM
67
“Our Sage solution is at the heart of our business in helping us to focus on our customers and to process their orders
more efficiently.”Philip Palser, Operations Director Scientific
& Chemical Supplies
Scientific & Chemicals Supplies Finds Growth Formula with Sage CRM
Who: Scientific & Chemicals Supplies Ltd, supplies local industry with laboratory equipment and chemicals - UK
Requirement:A rapidly growing product range meant it needed a more robust system to integrate with an existing Sage ERP solution (Line 500)
Solution:Sage CRM
Benefits:Shared view for customer service teams and sales reps, fast informed responses to customer queries, complete visibility of orders, web access 24/7 for a low cost
68
“With all information readily available, sales representatives can deliver
unparalleled customer service and strengthen client relationships. In short,
Sage CRM delivers the business management capabilities we need to
stay competitive.”Jean-Marc Pigeon, President, Inortech
Who:Inortech, chemical distribution - Canada
Requirement: Inortech needed to speed up collections; enhance the tracking of customer information; improve sales processes; and minimise training time and related costs for new sales representatives.
Solution:Sage CRM and Accpac ERP
Benefits:Inortech has quicker, more reliable access to information; optimises staff productivity and customer satisfaction; reduces training time; and closes more sales
Inortech Optimises Customer Loyalty with Sage CRM Integration
