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CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Nicola PANGHER
TBS GROUP, Sales Director
MarketsActivitiesAbout us
� TBS Group founded in 1980’s as the result of a research project
� Legal status: Incorporated Company
� About 1.700 personnel in the Group
� Presented in 12 countries through over 20 subsidiaries, 45 regional operational centres
and over 330 hospital workshops.
� Activities: integrated services of medical equipment&devices, systems and solutions of
TBS Group – Business Overview
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Vision Mission Shareholders Supply Presence Structure Finance
e-Health (medical IT, telecare and telemedicine)
� Target market: healthcare structures - public and private
� Is listed on AIM Stock Exchange Market from December 23rd, 2009
Vision
MarketsActivitiesAbout us
Operate in a way to curb technology costs by providing integrated
management solutions to improve the quality of healthcare services
supplied to the citizens and to influence in a positive way their
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Vision Mission Supply Presence Structure FinanceShareholders
supplied to the citizens and to influence in a positive way their
healthcare needs
MarketsActivitiesAbout us
Mission
Develop outsourced integrated clinical engineering and e-Health services
and product in order to ensure that the use of technology in hospitals,
social healthcare institutions and homes is safe, effective and efficient. To
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Vision Mission Supply Presence Structure FinanceShareholders
this end, “technology” means biomedical equipment and other medical
devices, medical IT systems and solutions, telecare and telemedicine
systems and solutions
TBS Group, Area Science Park, Trieste
The Presence
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The GroupThe Group has a marked propensity for internationalization and currently
operates with numerous subsidiaries in 10 European countries – Austria,
Belgium, France, Germany, The UK, Italy, the Netherlands, Portugal, Serbia and
Spain – and is also valuating different opportunities due to its expansion in both
Middle East and Far East markets.
Offering
� Clinical Engineering Outsourcing: � Medical IT Systems and Solutions:
MEDICAL EQUIPMENT AND DEVICES
E-HEALTH
� A wide range of services and products for the integrated management of
technology used in hospitals and social healthcare institutions.
� The technology currently managed is:
� Medical Equipment (and other Medical Devices),
� Medical IT, Telehealthcare.
� The Group is accordingly organized in two Business Units:
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� Clinical Engineering Outsourcing:
� Outsourced management of
Medical Equipment and Devices;
� Serving hospitals and OEMs.
� Medical IT Systems and Solutions:
� Provision and management of medical IT
systems and solutions;
� To hospitals and social healthcare
structures.
� Telehealthcare:
� Support the remote care and monitoring
of elderly citizens and patients;
� To hospitals and social healthcare
structures.
e-Health & e-Government1 2
MarketsActivitiesAbout us
TBS Group operates with 2 business units
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e-Health & e-GovernmentSystems and Solutions
• Management of integrated services in outsourcing of medical equipment and devices to public/private hospitals
• Medical IT: IT systems and solutions for the computerized management of clinical, administrative services in hospitals (EPR)
• Telemedicine & Telecare: integrated management of e-Health applications to support continuity of care for social and healthcare facilities
• e-Government: It systems and solutions for the management of PA and local entities activities
Medical equipment & devices
1 2
e-Health & e-Government
Research & Development
Medical equipment & devices
Growth – ROI: Risk/Opportunity/Innovation
• Commoditization?
– Lower prices
– Low entry barrier
– Low perceived value
• Greenfield customers
– Uncovered market
• New services : economy of scale + logisitics – medical aids
• New services: economy of scale + higher tech know-how – DI
• New services: economy of scale + logistic + management know how – asset
R
O
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• New services: economy of scale + logistic + management know how – asset
management
• New services: higher tech & management know how – Health technology
Assessment
• Partnerships
– Geography
– Complementarity
• Post sale
– Retain customer
– Cross selling
O
I
Growth Opportunity Innovation
• Value for customer
– Calculate Value – “ROI”
– Communicate value
– Deliver value
• “ROI” – review our pricing
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• “ROI” – review our pricing
• Communicate value
– Review of all tender material – offers, projects, outlook,
improvements, process description. Towards a centralised
database
Sales is a process
• Communicating value to customer & negotiation
– Segment by customer
– Segment by service
– Segment by geography
– Segment by salesperson
• Normalization of sales
– Expected revenues
– Area
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– Area
– Mix
– Target customers
• Success % - lead to sale
• Time to sale
• Evaluation of innovation: we want to measure the success of new services
• Evaluation of communication: we want to measure if we are communicating our value
to the customer.
CRM OVERVIEW
CRM On Demand is a smart customer relationship
management solution that you access over the Web.
CRM helps you to:
•manage all your company’s sales and marketing information;
•optimize your sales efficiency and effectiveness;
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•optimize your sales efficiency and effectiveness;
•forecasting more accurately;
•perform complex real-time and historical analysis.
Mobile Sales Assistant is designed to help you collaborate with your colleagues
and customers, complete your frequent tasks and quickly close business deals
while on the road.
Strategy
Measuring success of new servicesMeasuring success of new services
CRM – The role
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Measuring success of pricing policyMeasuring success of pricing policy
Measuring success of marketing Measuring success of marketing
activitiesactivities
LEAD LIST – Our potential market
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Allows you to
LEAD – Custom web applets
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Allows you to view data on the Lead Details page together with other
contextual data (e.g. maps)
SERVICES – Our sales portfolio
Category nameType of contract
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Cost center
OPPORTUNITIES – Our potential deals
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Reports: Leads FollowupLeads Followup
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Reports: LeadsLeads
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Reports: # of Accounts# of Accounts
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Reports: OpportunityOpportunity--ProbabilityProbability
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Reports: Opportunity Opportunity -- StatusStatus
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Reports: OpportunityOpportunity--Private/PublicPrivate/Public
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Reports: Month revenue per user
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Reports: Month revenue per service
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Reports: # of Activities per Won Opportunity
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Reports: Contracts
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Reports: Profit Margin
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Reports: Account revenue
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Reports: Top PerformersTop Performers
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SMARTPHONES
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Where are we going? THE INTEGRATION
CRM
CRM Mobile
Hyperion
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DashboardSI3C