| Corporate |
| 1. | Does your company have separate accounting, sales, marketing and customer support databases?
|
Solution:
21CRM Systems can help amalgamate your various systems into one centralized system
using Sage CRM and
our project tested experience. Using this software, we
can amalgamate everything into one central database, and can connect to most
accounting systems to ensure datea integration, ease of information accessibility and
elimination of duplication. This has the effect of increasing accuracy and
consistency of information by having all employees access and update the same data, with bounds
of their security clearance..
This creates internal confidence and positive attitude in the workplace, just by
having resources available and within reach when required
|
| 2. | Do many people in your company use paper-based calendars/day timers or stand alone calendaring tools like Outlook?
|
Solution:
21CRM Systems has installed many systems
into situations such as these, helping
to enhance productivity and eliminate data hoarding.
During the initial business process
review, we work with all levels of staff and management to illustrate how a
new system will be easier to use than systems developed from necessity and
habit. Upon installation, users gain the ability to centralize their
activities to the system, thus reducing missed opportunities and allowing
team members to schedule appointments that match one anothers schedules.
|
| 3. | Does your company have limited ability to track e-mails sent to prospects/customers etc?
|
Solution:
Our systems allow users to track messages sent to people in the contacts
area of the CRM database. Our extension software, email filing
automation, allows all e-mails sent to people in your contacts list to be
added to the CRM system, so that all communication sent through outlook to
your contents is added to the system. A complete history of your
communications is at your fingertips.
|
| 4. | Does your organization have a high percentage of sales and general administrative expense?
|
Solution:
21CRM Systems can assist your company in dramatically decreasing
sales and general administrative expenses through sales automation using CRM, possible integration
with AccPac and; if required for your business,
further customization by 21CRM Systems.
During a CRM implementation,
starting from initial discovery, we help determine how to re-invent the
present business process to flow in a more logical manner and identify key
workflow rules to be followed. Additionally, by automating good
processes and eliminating bad ones, we are able to help your business run
more efficiently and effectively. This allows people to perform their
tasks in a more effective manner, at great cost reductions
|
| 5. | Is there a feeling that no one really knows what anyone else is doing, or where the team is in sales, and quota?
|
Solution:
CRM systems help your people work together, and sew together sales and accounting
information, so that people know what they need to know when they need to
know it. Management can have access to critical reports and statistics in
real time.
Sage CRM provides users comprehensive calendaring capabilities to track all tasks and appointments.
The Sage CRM calendar conveniently integrates to your Microsoft Outlook calendars.
This feature allows everyone in your enterprise to truly be on the same page.
|
| 6. | If the company has a database are there issues with users not capturing the appropriate information?
|
Solution:
Installing a proper CRM system centralizes all data into one location.
During set up, rules are created to ensure that only 'good' data goes into
the system with defined workflow rules created to ensure that no information can
enter the system without passing certain checks and balances to ensure
reduction of duplicate and bad information |
| 7. | Do consultants bill for all their
time, or are time records being lost? Are
your consultants billing for everything? |
Solution:
In a consulting business, the time billed for your services is crucial to
your bottom line. 21CRM systems has created an enhancement for sage
CRM, "21crm time and billing", which allows
your consultants to track their time to the second. Consultants can
start a clock and capture time as they are performing, or choose from 7
other ways to enter their time. This software is built to work as part of Sage
CRM, so it is fully workflow enabled, ensuring time tracking can be done
quickly and easily. No more lost billable hours.
|
| 8. | Can you easily target your top
ranked customers? quickly and easily generate customer sales statistics and
rank your customers |
Solution:
21CRM systems can help integrate your CRM system with your Sales system (or
use CRM for order entry with our custom software
CRMOE) to data mine with which to generate target lists for mass
marketing, or future sales leads based on past activity. The key to
using deep knowledge aobut your customers is to woo them with new offers
that may appeal based on their
past performance; 21CRM systems will help you do
this to enhance revenue dramatically.
|
| 9. | Is your mailing list kept up to
date - answer: one db, always up to date |
Solution:
As mentioned in point 6, 21CRM will help install and set up the CRM system
to ensure only 'good' data is entered. Workflow rules can be developed to
ensure testing of data, and checks for duplication and redundancy. Use
of the CRM systems, and it's harmonious relationship to all parts of the
business ensures that if one part notes a client's relationship has
blossomed or ended, the system as a whole will have this information.
21CRM can help decrease the chances of marketing being duplicated or sent to entities
who are no longer clients.
|
| Sales |
| 1. |
Are forecasts done on paper/Excel Friday afternoons so that the manager can compile them manually?
|
Solution:
Sage CRM includes Sales Forecasting as a standard feature, allowing sales users to provide forecasts to their managers on an as-needed basis.
Forecasts roll up throughout the organization and managers have the ability to add their own assessments to the forecasts of their direct reports.
Sage CRM provides users the ability to view, filter and analyze individual sales at each stage of the sales cycle.
Real-time sales statistics such as Weighted Forecast, Average Certainty to Close and Value are at your sales team's fingertips.
Sage CRM allows for the ability to assign a probability of closing the sale at each stage of the business cycle; providing management with real-time rolling forecasts and pipeline analysis.
|
| 2. |
Do managers or sales operations have to compile all the Excel spreadsheets to create a report, which is only a snapshot of the past weeks activities, not the current picture?
|
Solution:
Sage CRM comes with 100’s of standard reports and provides an easy to use report writer that can be used to create custom reports.
The ability to drill down on sales wins and losses is critical for analyzing a company's sales successes and failures.
With Sage CRM sales reporting, sales users can focus on the business most likely to close, and therefore shorten sales cycles.
With a built-in report writer and integration to Crystal Enterprise Reporting software, custom reports can easily be written to meet all of your reporting needs.
|
| 3. |
Do remote sales people have their own databases that their manager or other team members cannot see?
|
Solution:
The Sage CRM Solo synchronization utility allows disconnected users to take a subset of the Sage CRM database with them on the road.
Any changes to the system are synchronized to the main server when the user dials up or connects to the LAN. This also includes any documents added to the system.
This Central Repository is available to all members of the sales team, which decreases
the potential of individual users from keeping their own data.
Management sets the user access levels to information by user and team, so
confidential information can be kept to certain parties, but information
hoarding can be decreased. The key to a successful CRM implementation
|
| 4. |
When salespeople leave or are terminated do they take their entire set of
prospects, leads, and referrals with them so that new sales people have no information and have to start from the beginning?
|
Solution:
A proper CRM system will keep track of leads,
opportunities and clients in a centralized system for all required parties
to use as necessary. A benefit of this, is that information is not
easily removed from the company when a person leaves.
Coupled
with contractual rules, this helps to keep information in the company, and
decrease information hoarding and unauthorized transfer of information.
One can't stop people taking knowledge with them in their heads, but you can
significantly decrease knowledge that leaves through the door.
|
| 5. |
Does your sales team have any access to vital accounting data like accounts
receivable, credit limits, balances?
|
Solution:
Sage CRM integration to ACCPAC Advantage Series (Sage ACCPAC CRM) provides the ability to convert a front-office prospect to a customer in the back-office system with the click of a button.
Reduce the time and cost of re-entering the customer into the Accounts Receivable system and protect against human error.
The ability to view a customer's credit limit, balance, hold status and recent communications allows sales and financial staff to work together.
Sage ACCPAC CRM dramatically streamlines sales order and collection processes.
The ability for sales and customer support to access to Accounts Receivable invoice history improves account information sharing which, in turn, improves each and every customer interaction.
Sage ACCPAC CRM creates a central finance and CRM data repository for a holistic view of client information. Now sales and support have visibility into who their most valuable customers are from all perspectives.
Item locations, pricing and discount levels are just some of the many Inventory details available to your front-office staff with
Sage ACCPAC CRM, or even better with CRMOE.
The ability to view an individual customer's credit limit, balance, hold status and recent document history allows sales and financial staff to work together, dramatically streamlining sales order and collection processes. The entire system can offer varying access levels,
so that those who need to know can have this information.
|
| 6. |
If your sales team don’t have access to the complete customer record, do they have to contact your accounting finance department in order to access this information? How long does this take? |
Solution:
As mentioned in Sales point #5, a centralized data system allows you to provide
information on a real time basis to thse who need to know when they need to know
it. This allows your customers to receive the service they deserve.
|
| 7. |
Does your organization have a sales process that your sales teams are supposed to follow but you have no way to enforce it?
|
Solution:
With Sage CRM, workflow is quickly and easily designed to automate your company's unique business processes.
Alert Sales staff when opportunities reach a certain stage. Create “thank you” letters for customers who purchase your products.
Send e-mails when marketing activities reach a pre-defined response rate.
Send SMS or page customer service staff when your best customers call
And much, much more.
Staff are encouraged to use the process, as they have been a part of it's
development. This results in an easy to use system, where your
company has put together the sales process from the ground up into the system.
User profiles enable Sage CRM administrators to design the system’s overall security model, allowing users access to only the information that is pertinent to them in their organizational roles (customer care, sales, marketing, and more).
|
| 8. |
Does your sales management team have issues with proactively managing your sales pipeline and producing timely and accurate, forecasts?
|
Solution:
Our CRM implementatiosn include Real-time analysis tools, featuring
Graphical pipeline information,
Sales cycle tracking,
Lead and opportunity routing,
Forecasting tools and
Workflowrules.
Territory routing and assignment, in addition to
Automated sales processes and
Escalation management
Alerts/reminders help to keep sales on track and managed.
Reporting
Sales cycle analysis, coupled with team and individual
Pipeline and forecasting abilities, help to monitor sales and fix any problems
before they become huge issues at all points in the sales/service
process.
|
| 9. |
Do managers have sales reps completing call reports on paper, taking them out of the field?
|
Solution:
Sage CRM provides alerts; follow up tasks and territory assignment through lead workflow guaranteeing your prospects do no fall through the cracks.
The CRM system should work easily with people to ensure, they use the system consistently
and confidently.
A well built CRM system will allow reps to add information on a timely basis in
an easy manner.
|
| 10. |
Are a large percentage of sales brought in late in the quarter and many at a significant discount?
|
Solution:
This is a result of poor forecasting, or
rushing to meet targets. Through enhanced management of the
sales pipeline, deficiencies will be seen as the
time period progresses, not
suddenly noticed near target deadline. With this tool, sales people
and management know where they stand in real time and can focus efforts as
required.
|
| 11. |
Does management spend substantial amounts of time fighting “fires” and little time mentoring, training and coaching their teams?
|
Solution:
With a centralized system, sales can know of
any issues in production and customer service. This can decrease the
amount of time spent fixing issues "we should have known about", and taking
proactive solutions to head off any events which previously would have been
unforseen.
This frees management to spend time with their teams helping them reach their goals,
rather than spending time with clients solving problems that should not have occured.
|
| 12. |
Do you know your conversion rate of leads to opportunities to sales? How
many leads are followed up on? |
Solution:
A 21CRM system will ensure you know how your
sales are progressing in real time. These tools ensure you can see
roadblocks in the sales process (hard to close sales, leads not being
followed up on, etc.) as they happen, not sneaking up on you toward month's
end.
Your sales team can see how their efforts are producing results in real time, and
be able to follow up on leads or opportunities requiring more attention before they
become a problem.
|
| 13. |
Can you tell when specific marketing efforts
have impacted sales? Can you tie sales results to marketing efforts? |
Solution:
A 21CRM systems implementation will allow
managers and sales staff to see how well some marketing and sales efforts
are performing and trim the ones that are not meeting expectations.
Using this information, your team can shift money to more successful
techniques, and drop the ones that aren't working.
CRM helps your organization create more effective marketing and be able to track
results of specific campaigns.
|
| 14. |
Do your sales people know their customer and their customers' order history at the click of a mouse? |
Solution:
With one of our CRM systems in place, your sales, marketing and service
staff will have easy access to complete customer history which they require
to perform their jobs the best possible way. No longer will a sales
call get side swiped by having the call turn into a customer service issue,
any problems will have been seen and dealt with prior to the call. Sales and service will have complete
information they require.
When your front line staff deal with a customer, they can know which
products the
customer owns and other necessary information entered into the system
and any history relevant to that customers level of service requirements.
This allows
for ranking of customers, and the ability to ensure your best customers get
the best service in a timely fashion. Sales will know any past issues
the client has experienced, and marketing can delve into the buying process
to enhance their marketing efforts.
|
| Marketing |
| 1. |
Are there issues with branding/consistent messaging occurring because everyone has their own style of writing company letters, with their own letterhead and signature files? |
Solution:
A well thought out and implemented CRM system
acts as one centralized solution containing information that all parties can access. With the library feature, each area has access to the
company standard for branding items. No longer will marketing use one
logo while another department uses a different item. CRM can help
standardization across the company through the centralized library features.
|
| 2. | Are your marketing efforts targeting the right people? |
For example: are prospective customer marketing packages being sent to contacts
in the accounting database and most of that costly marketing material is being sent to the wrong people and companies?
Solution:
By creating a list based on input and kept up
to date from all areas of the company, marketing efforts can consist of
highly targeted mailings to the right people. No more wasted effort on
blind mass mail campaigns that hit the entire list of clients and only stick
to a few interested parties.
|
| 3. |
Does marketing have problems segmenting or targeting their prospects effectively? |
Solution:
Our solutions allow marketing to develop lists
and reports based on whichever items they deem necessary. Need to find
clients who've purchased product X in the last 2 years? Done.
Need to find clients who have had service issues to send something to
reinforce the relationship, no problem. This is one of the segments of
CRM most beneficial to the organization: intuitive data mining.
|
| 4. |
Does marketing have issues with accurately measuring ROI on their programs? |
Solution:
With CRM centralizing information to work
collaboratively between departments, marketing can know exactly how well
their efforts have worked and receive fast feedback on which efforts are
successful and which can be cut. This information can yield fast, real
time ROI calculations for campaigns by relating sales to marketing efforts.
|
| 5. |
Does it take several days or even weeks for trade show leads get into the system? |
Solution:
A properly implemented 21CRM Systems solutions
ensures staff are trained and familiar with the system to quickly enter
leads. For example, using a PDA, a sales person can enter leads as
they are speaking to the person on the tradeshow floor.
One of the key advantages of the
software we implement stems from ease of use. Leads, whether from
salespeople talking at the booth, or from the internet site a potential
customer visits in their hotel room that evening can be quickly entered and
begin moving through the workflow process converting leads to opportunities
to sales.
|
| 6. |
Are there concerns that those costly leads are adequately followed up and marketed?
|
Solution:
With CRM, leads entered into the sales pipeline
can be followed and tracked as they work their way through the sales process workflow. Leads which end in a non sale can be analyzed as to why they
did not become sales, and marketing or trade show efforts modified accordingly.
|
| 7. |
Are visitors on the company web site quickly responded to or followed up on? |
Solution:
When a potential customer enters information
wishing to learn more about the product, or to be contacted, 21CRM systems
can ensure that information is entered directly into the CRM system and
becomes part of the sales and marketing automation workflow.
The people in your
company can tell how many requests for information have been followed up on.
|
| Service/Support |
| 1. |
Do customer service reps have any idea how much business the client does when they take their calls?
|
Do CSR's have an easy to use system
that gives them the information they require in an easy to use format?
Solution:
With our solutions, CSR's have access to all the resources they
require, within easy reach. In this context, a CSR with proper
authorization, can view the information they require to ensure top customer
service. An A level customer will receive the
service and promotional marketing opportunities their client record
requires. Customers can feel like they have a relationship with the
company, and they are no longer
just a number.
|
| 2. |
Are customer issues and complaints getting resolved adequately and in a rapid fashion?
|
Solution:
With a proper crm solution, outstanding issues
can be brought to the attention of change makers quickly. Escalation
of issues and prompt work on their solutions before it becomes a widespread
customer issue can take place.
CRM offers proactive customer service rather than
reactive. Management can also track case resolution times in real time
reporting to determine if they have the right number of assets in place, and
if there are issues with the product/service being offered and adjust
production and/or marketing accordingly.
|
| 3. |
Are complaining and angry customer the ones that escalates issues to senior management?
|
Solution:
He who shouts loudest gets the best service has proven not to be the best
method to handle customers. Are you giving 'D' class customers your best
service, when they are not your best customers? Are 'A' class customers
being ignored to benefit a client not worth the extra effort.
Sort and Rank customers by whichever standards you so choose, to provide
customer service tailored to the customer.
However, one must realize from the above statement that there is not an easy
way to relegate a customer needing service based on an internal ranking.
To this effect, CRM allows your front line support staff a fast, easy way to
get all the necessary information they require to serve the customer in the
fastest manner.
|
| 4. |
Do clients often complain about poor levels of service/attentiveness?
|
Solution:
A 21CRM solution installed in your organization
can help increase the percentage of calls resolved the first time through
superior information, and company wide access to the resources required to
fix the problem.
Customer history can be taken into account to triage
any issues that hit the company at once. Through the efficient use of
call center automation, interaction times can be reduced and problems can be
solved quickly.
This helps to reduce interactions with customers to
the customers benefit (less time spent receiving service) and the company's
benefit: lower service costs. This allows more time to build relationships.
|
| 5. |
Do clients feel wooed by your
company, or stalked? |
Solution:
With a 21CRM solution properly outfitted to
your company, you can woo your customers with promotions based on past
purchase history. Many CRM systems have failed as the consumer
information becomes an outlet for unwanted mailings, unsought promotions and
the like.
With our system working with your company, promotions can be
based on past sales history mined from the system. For example, when a
CSR receives and order, promotions relating to the sales history can pop on
the screen and inform the client of related products or services they may be
interested in. Customers are presented offers they are
most likely interested in, not bombarded with offers
because their name is on a list.
|
| 6. |
Can your CSR's cross or upsell
based on a clients purchase history? |
Solution:
If you know what the customer has ordered
before, and have related promotions, they can be detailed in real time when
the customer calls to pace an order. With 21CRM order entry software,
an order can be entered directly into the system and posted to your
accounting system. This can also enhance customer loyalty, as they
feel like the company knows them, they are not just a number and being
marketed goods they have no interest in.
|
| Executive Management |
| 1. |
Does management spend inordinate amounts of time try to get reports on the status of the business?
|
Solution:
Our CRM implementations focus around CRM being a central
repository of information. Management will receive all pertinent
information they require, with the ability to create numerous reports in
CRM, or in Crystal Reports tailored to information they need in real time.
No longer do reports come on a weekly basis, now they
can be generated on the fly.
|
| 2. |
Are poor decisions made based on old or inadequate data? |
Solution:
21CRM Systems works with your team to create a system which tracks and generates
the right data at the right time. Making decisions with out of date data can
be avoided with a centralized system we've created.
|
| 3. |
Does your management team know who your best customers are?
|
Solution:
21CRM systems can help customize your CRM
system to ensure that your best customers
can be easily found in your data. This influences all aspects of the business from
customer service to marketing. Successful campaigns can be based on
past purchase history, and service tailored to the preset levels you
determine for your customers. When you know your best customers, and
why they are your best customers,
you are far ahead of your competition.
|
| 4. |
Does the company have little or no insight to the current status of business? |
Solution:
Our solutions empower the company from the
process of designing the system, to the software itself: to be able to garner
information on a real time basis. From sales, customer care and
marketing and sales automation - one can see the current state of business in real time.
Reports can be generated when you need them. One feature of the Sage
CRM software we base our solutions upon is a dashboard, which one can
customize to literally, have a dashboard showing the state of your business. Imagine being able to see how sales are progressing, real time revenue
reports, etc. We can make it happen.
|
| 5. |
Is information “hoarded” and kept secret by different departments in the organization?
|
Solution:
CRM works on centralized information that
people can use and share to complete the goals of the business. 21CRM
systems works with the entire organization to help achieve 'buy in' during
construction of the project and implementation. With all parties
having an active stake, information hoarding should become a thing of the
past.
|
| General Business Issues |
| 1. |
Are you running critical
business processes using MS Excel or other spreadsheets to manage your business? |
Solution:
Excel spread sheets are a syptom of a dysfunctional company, if the system did as
required, spreadsheets are not required as a bridge between getting work done and
dealing with the old system. As well, sometimes an organization grows beyond
their initial systems and requires quick fix solutions that grow out of necessity.
This can result in a mishmash of programs to track customer data, deliver quotes, and create orders
hinders efficiency and accuracy, while a lack of effective tracking hampers sales and reporting processes.
A 21CRM system will find your information centralized into one system and you system
created with input from your team, thus no longer requiring gap solutions such as
customized Excel or Access programs.
|
| 2. |
Can you look at your past
communication history and see all the emails that have been sent back and
forth to a client? |
Solution:
Our CRM solution integrates with MS Outlook to keep copies of all back and forth
communication with your clients in the CRM system. With this feature you can
pull up past communications history quickly to ensure no "gotcha" moments with clients.
|
| 3. |
Is your CRM system seamlessly
integrated with accounting to provide secure access level information to the
right parties at the right time? |
Solution:
21CRM Systems has developed hundreds of solutions which integrate Sage CRM with
Sage AccPac and many other accounting systems. This integration allows for
better reporting for management and sales activity overview for Sales, Marketing
and customer service representatives. This allows for the 360 degree overview
of your customer required to serve them properly.
|
| 4. |
Do you have to enter info same in
more than one place |
Solution:
Our CRM systems remove data duplication from your system, and check to ensure duplicate
data is not being entered by having the system centralized on one database and accessible
by all areas of the company with the requisite access level.
|
| 5. |
Who are your customers and why do they buy from you? |
Solution:
A CRM system can help you identify your customers and potential customers by market
segment. The system can also track their purchasing habits, allowing you to
better know why they deal with you and how to capitalize on that arrangement.
|
| 6. |
Can your system grow with your
company? |
Solution:
Many solutions work well when your company is small, or the system is not taxed
heavily. When you want your system to perform with more users, or demand more
from you system (data mining, on the fly reporting) can it do this? Our systems
can, and we have replaced many entry to mid level systems with Sage CRM to meet
these goals.
|
| 7. |
Does your current system do things your way, or do you do things your
systems way? |
Solution:
Can you customize your system to
deal with complexities in the marketplace?
Do you have to do things a certain way of the system will crash?
21CRM systems can help you create a CRM system that works in synch with your company
in an easy to user manner. Imagine a system that works with you, not against
productivity and efficiency.
|
| 8. |
Do you have a legacy contact
management system that has become a custom modified defacto CRM system? |
Solution:
21CRM systems has moved many companies from software such as Act!,
Goldmine and
BigTime to a centralzied CRM solutions with great gains in productivity, efficiency
and most importantly: stability. We can help you transition from basic contract
managmenet to full Customer Relationship Mangement software, as we have done many
times before.
|
General Business Issues Continued: |
|
9. |
Accounting processes vary by department, hard to analyze results |
Solution:
AccPac and CRM can co-ordinate all this information accross your company,
making results easier to view. One of the main aspects of CRM relates to re-inventing
your present process. In this vein, a CRM implemention would seek to reduce
and eliminate data duplication and redundancy by making your system run from one
centralized database. The 'system' for your company would work for the entire
company, not individual systems for each department.
|
|
10. |
Sales and marketing functions in disarray and not enough information |
Solution:
CRM enhances sales efficiency and ensures customer, marketing and prospect
data available on a timely basis when required. This decreases marketing campaigns
based on bad market information, and sales calls being made without proper preparation.
|
|
11. |
Can CRM streamline billing and
speed up collections? |
Solution:
Sage CRM and AccPac or the accounting system of your choice can enhance
the collections process by putting it into the CRM workflow to ensure each stage
of collections is met, and that collections match the sales made. Projects
that are billed during completion can be billed on the basis you and your client
have agreed to, so that improper billing does not occur.
|
|
12. |
No centralized data warehouse for sales and marketing information? |
Solution:
The key strength of our CRM implementations is our centralized system:
Sales, Accounting, Marketing, Customer service, all combined with secure level access
for multiple users. This centralized system ensures that information is entered
once into the system, and can be used by all parties as required.
|