The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM
Success in the Cloud
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Topics
About Lott Carparts
Project idea and setup
Project realization
Next Steps
Questions
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About Lott
Selling carparts to „do it yourself‘s“
250,000 customers
Based in Germany
Customers all over Europe
Industry: mail order business
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Basic situation and problems
Data was held in different systems
Systems where hosted externally or run local
The local systems could not be reached externally and could not be connected to the other systems
Too less data from customers could be combined or even be saved
New processes could not be integrated
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Project goals
A CRM-System is a must for combining data and integration of new processes
All data should be combined in the CRM-System
All systems should be connected and hosted in an flexible private cloud
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Approach system selection
Definition project scope
Pre selection of possible integration partners and systems
Short presentation of 5 crm vendors
Detailed specification with one vendor (other for backup)
Decision and project start
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Why SugarCRM / Insignio
Comprehensive range of functions
Many existing integrations with other systems
Flexible choice of hosting (public cloud, private cloud, on demand)
Very adaptable
Pricing
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Main project topics
Preparing the basic systems (ERP, VoIP Solution, Mail Order, Online-Shop)
Prepare the basic systems to be run in the private cloud
Generate Interfaces to be possible to connect to Sugar
Setup the systems to connect to external systems like ebay
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Customizing Sugar
Phone Integration
Sales process (Quotation-, Shop- and Order Systems)
After sales process (car question tool)
Support process (email integration)
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Phone Integration – Incoming Call
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Phone Integration – Call Assignment
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Phone Integration – Missed Calls
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Phone Integration – Outgoing Calls
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Phone Integration – Car Assignment (2)
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Sales process – Finding the right parts
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Sales process – Quote creation
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Sales process – Self service buying
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After sales – Self service car question tool
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Sales process – Self service buying (backend)
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Support – Ticketing
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Support – email speed integration
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Support – Ticket Dashboard
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Next steps
Marketing integration
Return management system
Using the collected data for further improvements
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Questions
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