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CRM Overview Menu
Sage CRM™ Overview
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Components of CRM
Sales Force Automation
Marketing Automation
Customer Care
Executive Reporting
Back Office Integration
System Administration
Sales Force Automation
sales force automation automates business tasks such as inventory control, sales
processing, and tracking of customer interactions, as well as analyzing sales
forecasts and performance. Please review the
following components of sales force automation to gain some insight as to how CRM
can benefit your organization.
Lead Management
CRM assures the leads acquired from your marketing
initiatives are distributed and handled immediately, with the system providing
alerts; follow up tasks and territory assignment through lead workflow
guaranteeing your prospects do no fall through the cracks.
Account Management
CRM maintains a company summary page, allowing you to
quickly and easily review basic client, prospect or partner information This
allows you and others within your organization can quickly view the latest
communications, sales opportunities and support activities. The CRM system
allows for easy reviewing and sharing data across the enterprise with
comprehensive account management by tracking the unique communication,
marketing, opportunity, support cases and detailed company information, even
tracking all contact specific documents in the company level library.
Opportunity Management
CRM enables the tracking of sales from lead acquisition to
post-sales care and every stage in between. A well developed CRM System can be
customized to fit internal sales procedures and processes, making it easier to
monitor sales pipelines. 21CRM has implemented systems with built in Quote,
Order Entry, and Product inventory capabilities - making it easy for sales
professionals to create, contain, and progress opportunities within CRM. With
standard templates all proposals and quotes can be delivered to prospects in
your preferred corporate format.
Forecasting
CRM allows for Sales Forecasting which helps 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.
Pipeline Analysis
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 available on the fly. This 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.
Contact Management
CRM provides comprehensive contact management by tracking
the unique communication, marketing, opportunity, support cases, and detailed
contact information and related documents.
Activity Management
CRM provides users comprehensive calendaring capabilities
to track all tasks and appointments. With Sage CRM , the calendar conveniently
integrates to your Microsoft Outlook calendars. Which allows tasks, meetings
and appointments to be easy to schedule and monitor throughout the company.
This allows users to set appointments and centralize all company communications
and employee interactions with every one of your customers.
Email Management
Enhanced Outbound e-mail processing allows users to send
e-mails from multiple areas in Sage CRM and create standard, re-usable e-mail
templates. These e-mails can be sent using Sage CRM's built-in email manager,
using Microsoft Outlook or other SMTP email clients and are stored for reference
within the CRM system.
Outlook Integration
Bi-directional synchronization of contacts, tasks, and
appointments between your Sage CRM and Microsoft Outlook ensures that the
information you need is always close at hand. You choose which contacts and
calendar items flow between applications, allowing you to work the way you want
to.
Reporting
A well built CRM system will have a multitude of standard
and custom reports reports, along with an easy to use report writer. The
ability to drill down on sales wins and losses, marketing efforts or customer
care issues is critical for analyzing a company's sales successes and failures.
With CRM sales reporting, sales users can focus on the business most likely to
close, and therefore shorten sales cycles.
Marketing Automation
marketing automation is the use of software to automate marketing processes such
as customer segmentation, customer data
integration, CDI and campaign management. The use of marketing automation makes processes that
would otherwise have been performed manually much more efficient, and makes some
new processes possible. Marketing automation is an integral component of
customer relationship management. Some aspects of Markeing automation include:
List Management
Our CRM includes an advanced target lists feature: The
ability to create and update company, person and lead contact lists to any
marketing department.
Sage CRM can help accomplish this quickly and easily
through simple point-and-click list management.
Campaign Management
Use CRM to design, budget, modify, track and analyze
your marketing activities.
Sage CRM provides the groundwork for an easy-to-use
marketing automation system that helps you track the effectiveness of all of
your marketing programs.
Activity Management
Sage CRM supports multi-media, multi-phase, marketing
campaign management.
Mailers, e-mail, telemarketing, tradeshows, advertising,
press releases and more can be organized, tracked and delivered through Sage CRM
Campaign Activity management
Document Management
The Sage CRM document library stores far more than just
documents. It can be used to link all the files your company must maintain
within a transaction to make your audit trail complete.
Any materials (.doc, .cad, .pdf, .wav, .xls and more) you
need to store internally as part of communications, tasks, companies, persons,
opportunities and support cases are conveniently maintained within the Sage CRM
Library and are available to whomever may need access to them.
The Sage CRM Global Library provides a repository for all
documents that CRM users need day to day, such as sales templates, price guides,
and more. This ensures
that everyone has access to the 'right version of
the right documents' every time.
Custom Data
There are many reasons that you may need to track
additional data in your CRM system. Client surveys, extended customer profiles,
or outbound call activities may require additional data capture.
In Sage CRM, Key Attribute Data can be gathered and
subsequently reported on.
Key Attribute Profiling includes supporting screens for
data capture and easy set up and maintenance. This information is maintained in
the CRM system, allowing your company to analyze historical data on many past
profiles
Call Management
Telemarketing or conducting follow-up calls in sales or
support is easy. Target lists of prospects or customers can be allocated in such
a way that calls are scheduled as a telesales or support representatives become
available.
Sage CRM even integrates with your TAPI compliant phone
system to manage the routing of inbound calls and auto-dialing for outbound
calls.
Mass Emails
Sage CRM supports targeted e-mail marketing campaigns by
providing an easy way to create and manage target lists as well as the ability
to create e-mail templates, send HTML e-mail, or e-mail attachments for bulk
distribution
Reporting
Budget vs. cost analysis can easily be created through Sage
CRM's built-in reporting engine.
You can view the sales produced from particular marketing
activities in real-time to easily monitor the effectiveness of all your
marketing initiatives.
Customer Care
CRM allows your organization to offer the best customer care possible.
Incident Tracking
CRM helps you to improve each and every customer
service interaction.
Create, track and analyze customer support issues,
enhancement requests, product questions and more with CRM.
SLA Management
Improve customer service and increase customer loyalty with
Sage CRM.
Escalation Management ensures that customer SLA’s are met
by notifying the right people to address customer issues at the right time.
Sage CRM provides companies the ability to set unique
service level agreements (SLAs) for each organization. With Sage CRM, support
cases now have a new "traffic light" monitoring system, which indicates how
close a case is to exceeding a customer's specific SLA.
Sage CRM triggers predefined escalation events at
predefined times as part of the case resolution process.
Knowledgebase
Sage CRM includes a Knowledgebase to store solutions to
common support cases. Solutions can be linked to multiple support cases and can
be automatically e-mailed to customers or users.
The Sage CRM Knowledgebase can be made available to
customers via the Customer Web-Self Service Area to provide 24x7 customer
self-service.
Inbound Email Mgmt
Sage CRM included Advanced E-mail management capabilities
that can be used to set custom rules for monitoring and processing inbound
e-mails. It can have different sets of business rules for different mailboxes.
For example, an e-mail that come to a general "technical
support" e-mail address can result in a support case being automatically logged
and rerouted to an appropriate staff member based on customer type, profile and
Service Level Agreement.
Executive Reporting
Sage CRM comes with a robust set of sales, marketing, and
customer care reports that provide company executives visibility into their day
to day operations.
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
Sage CRM includes a CRM Dashboard that gives end users the
ability to create one or more custom dashboards that contains the CRM
information most relevant to their day-to-day work.
For example:
- A snapshot of companies you most often work with
- A list of recently created leads
- A list of high priority customer support cases
- Embedded charts and reports to monitor key performance metrics
- My favorite reports, and more!
Back Office Integration
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. The integration with AccPac and Sage 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.
Sage ACCPAC CRM lets users enter quotes and orders directly
into ACCPAC Advantage Series back office through a Web browser.
This reduces order errors, administrative costs, and
ensures real-time inventory status for each and every order.
Item locations, pricing and discount levels are just some
of the many Inventory details available to your front-office staff with
Sage ACCPAC CRM.
System Administration
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
- Sage CRM's flexible customization engine allows you to
easily edit and extend your system fields, screens, lists and tabs.
- 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).
- And much, much more…
Sage CRM grows with you as your company grows and your
business processes change.
Sage CRM has an open architecture that permits integration
with multiple legacy systems. This empowers companies to leverage their existing systems
while taking advantage of a fully integrated CRM solution.
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