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CRM Overview Menu
Sage CRM™ Overview
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CRM Overview: Sage CRM™Overview
SageCRM is an easy-to-use, fast-to-deploy on-site CRM solution with out-of-the-box but configurable business processes. It provides enterprise-wide access to vital customer information—anytime, anywhere—so you can manage your business with an integrated approach to inside and field sales automation, customer care, and marketing.
Sage CRM provides your marketing, sales, and customer service teams with
the tools they need to find new customers, close sales faster, and build
lasting, more profitable relationships across all channels.
With Sage CRM, you can:
- Empower your staff with enterprise-wide access to vital customer,
partner, and prospect information.
- Build long-lasting customer loyalty and generate repeat sales from your
best customers.
- Integrate with many popular accounting and ERP solutions for efficient
access to customer, partner, and transactional data.
- Analyse, forecast, and report on key sales data.
- 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.
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.
- Assign, schedule, and rack marketing campaign activities, and measure
the performance of every campaign.
- Identify, execute and replicate effective marketing initiatives across
your sales channels. Access relevant customer data in real time,
including purchases, call and escalation history, interactions, multiple
contacts, support cases, e-mail
and documents sent and received,
and sales opportunities.
- Integrate with other applications through our sophisticated, yet easy to
use, Web Services interface.
- And much more!
Sales
Sales Force Automation: Improve sales performance with sales automation tools that help sales professionals find and retrieve vital information quickly and easily. SageCRM provides a snapshot of the sales cycle from first contact to final sale, allowing sales teams to effectively analyze and manage the sales pipeline from within the CRM solution.
Sales Force Automation: Sage CRM puts you in complete control of your sales pipeline,allowing sales teams to effectively
manage, forecast, and report on all phases of the sales cycle. With Sage CRM, you can easily
manage and analyse all current and historical account details
and activities, manage multiple accounts and opportunities and
automatically distribute leads to sales professionals around the
world. Point-and-click reporting and graphs offer sales teams
access to real-time data, for on the-spot analysis and evaluation.
By analysing the information available, you can recruit new clients and resell to existing ones.
SageCRM puts you in complete control of your sales pipeline, allowing sales team members to effectively manage, forecast, and report on all phases of the sales cycle. With SageCRM SFA software, you can easily manage and analyze all current and historical account details and activities, manage multiple accounts and opportunities, and automatically distribute leads to sales professionals around the world.
With SageCRM, sales cycles can be shortened and more deals can close faster. The sales force automation (SFA) capabilities within SageCRM provide your sales team instant access to vital customer data including reports and graphs, quotes, forecasts, and historical account details. The SFA capabilities enable you to quickly do on-the-spot analysis, make informed decisions you can trust, and eliminate bottlenecks that typically lengthen the sales cycle.
Sales functionalities are focused on helping the Sales team to execute and manage the presales process better and in an organized manner. Sales team is responsible for regularly capturing key customer interactions, any leads or opportunities they are working on etc, in CRM system. The system helps by processing this data, monitoring against the targets and proactively alerting the sales person with recommended further actions based on company's sales policy.
Opportunity Management
Opportunities help the Sales team by organizing all the relevant data regarding a prospective deal into one place. It is characterized by the details such as Prospective customer, expected budget, total spending, products interested in, expected closing date, Key players in the deal and their key characteristics, important dates and milestones etc.
The Opportunity has several phases, e.g. initiation, identification, qualification, RFP received, quotation sent, final stage, won or lost. Of course these phases can be defined based on individual company needs. A CRM system helps in each phase by "Guiding" the Sales representative to carry out certain suggested activities as defined by the company's sales policy. It creates reminders and planned activities within the system. e.g. if the Opportunity has reached "RFP received" stage, and the deal size is more than (say) 50,000 USD, the system can prompt the representative to hold a review discussion with a senior manager. This is often referred as "Guided Sales Methodology". Opportunities can be directly converted into Quotations or Sales Orders.
Quotation and Sales Order Management
Opportunities if reaches a Quotation phase can be converted to a quotation, and, if won gets converted to a Sales order. Standard features of creating a "linked" Quotation or Sales Order from opportunities are provided. These Sales orders then flow to the Back-End (ERP) system for further execution and Delivery.
Activity Management
Activities represent various Sales or Service related interactions with the customer (meetings, discussions, telephone calls, emails). Activity Management provides a platform to consolidate all the interactions with customer into a single platform, helping to build a 360 degree view of customer. Activities can be synchronized to MS Outlook/Lotus Notes Calendar items (Meetings and Tasks)
Activities represent
various Sales or Service related interactions with the customer
(meetings, discussions, telephone calls, emails). Activity Management
provides a platform to consolidate all the interactions with customer
into a single platform, helping to build a 360 degree view of customer.
Activities can be synchronized to MS Outlook/Lotus Notes Calendar items
(Meetings and Tasks)
Marketing
Manage and track every element of your campaigns with SageCRM. View activities, objectives, leads generated, and lead follow-up, and drill down to specific activities within a campaign. This user-friendly CRM solution provides you an in-depth view of your campaigns and enables you to eliminate the guesswork and put your company’s marketing resources to their best use.
Sage CRM provides a single
source of customer information
to help you better manage your
marketing efforts and make sound
decisions based on the needs of
your customers and prospects.
With Sage CRM Marketing, you
can target the right customer at
the right time, eliminate guesswork,
and put your company’s marketing
resources to their best use. You
can schedule and track marketing
activities within a campaign
– and view every detail of each
campaign.
Take control of your marketing dollars by automating and tracking every marketing campaign, from one-time e-mail communications to multi-faceted marketing programs. SageCRM marketing automation provides accurate metrics on all of your marketing activities, enabling you to close more new business and capitalize on lucrative cross-sell and up-sell opportunities.
With SageCRM, you can target the right customer at the right time, eliminate guesswork, improve campaign management, and put your company's marketing resources to their best use. Execute more effective campaigns, track responses faster and easier than ever before, and make sound decisions based on what your customers want and how they respond.
Customer Care
Resolve customer issues efficiently by providing customer service professionals with user-friendly tools to access relevant customer data including purchases, call and escalation histories, interactions, e-mail, and documents sent and received.
Customer Care Automation
With Sage CRM, you can make the
most of every customer interaction,
maximising business opportunities
and customer satisfaction. It
empowers your organisation
with critical information to build
and support long-term customer
satisfaction and loyalty. With Sage
CRM Customer Care, you can
build and effectively manage lasting
customer relationships by providing
the professional level of service
your customers expect. Sage
CRM provides real-time access to
relevant customer data including
purchases, call and escalation
history, interactions, multiple
contacts, support cases, e-mail
and documents sent and received,
sales opportunities, and more.
Web and Wireless Access
Access Sage CRM anytime,
anywhere, even when connected
to a network, mobile users can
work offline and later synchronise
with the central server, using the
optional Solo replication feature.
With SageCRM, you can make the most of every customer interaction, maximizing business opportunities and customer satisfaction. It empowers your organization with critical information to build and support long-term customer satisfaction and loyalty.
With fast online access to service requests, call and escalation history, interactions, multiple contacts, support cases, e-mail, and documents sent and received, you'll have complete and accurate data at your fingertips. SageCRM customer support automation enables you to quickly resolve issues and easily capitalize on cross-sell or up-sell opportunities.
Service related
functionalities are focused on effectively managing the customer service
(Planned or Unplanned), avoid "leakage" of Warranty based services,
avoid "Penalties" arising due to Non conformity of SLA (Service Level
Agreements), and provide first and Second Level support to Customers.
Several functionalities are mentioned below:
- Service Order Management
- Service Contract Management
- Planned Services management
- Warranty Management
- Installed Base (Equipment)
- Management
- SLA Management
- Resource Planning and
- Scheduling
- Knowledge Management (FAQs,
- How to guides)
- Call Center Support
- Resource Planning and Workforce Management
Mobile Solutions
The benefits of real-time access to your CRM solution are numerous and can have a positive impact on your business performance and profits. Placing customer information at the fingertips of mobile professionals ensures they always have the most up-to-date information.
SageCRM makes it easy for the sales force and road warriors to stay productive even when out of the office.
Wireless PDA Access
The benefits of real-time access to your CRM solution and database are numerous and can have a positive impact on your business performance and profits. Wireless connectivity with enhanced support for Personal Digital Assistant (PDA) devices using the Microsoft Windows Mobile operating system brings real-time data to your fingertips - anywhere, anytime.
With online Internet access, PDA users such as field sales representatives can stay connected for real-time access, with a full range of functions accessible, enabling staff to view reports, and update contacts and sales opportunities. They also can continue to qualify leads, track customer issues, and manage tasks and calendars.
Wireless PDA access to your CRM solution simply makes you more productive, increasing productivity while reducing costs.
Benefits of remote access include:
- Access important account, contact, and history information
- Maximize time while traveling
- Cultivate stronger sales relationships
- Improve customer service
- Update account information
- Add key account data
- Schedule activities and appointments
- Synchronize information at a later point in time
- And much more!
Offline Synchronization
A comprehensive CRM solution enables organizations to guarantee their sales, marketing, and customer care professionals have fast, up-to-date access to critical data - regardless of where these employees are located. Even when not connected to a network, mobile users can work offline and later synchronize with the central server, using the optional Offline Synchronization feature.
As a result, Offline Synchronization simply makes your field sales, marketing, and service personnel more productive and efficient because they can work anytime, anywhere regardless of connectivity. Offline Synchronization is also cost effective since end users can install the offline client by downloading it directly from SageCRM, without requiring additional software such as Microsoft Internet Information Services (IIS) or Microsoft SQL Server Desktop Engine (MSDE).
Benefits of Offline Synchronization include:
- Access important account, contact, and history information
- Maximize time while traveling
- Cultivate stronger sales relationships
- Improve customer service
- Update account information
- Add key account data
- Schedule activities and appointments
- Synchronize information at a later point in time
Application Integration
Integration between SageCRM and back-office accounting and financial applications provides organizations with a holistic CRM solution that offers a complete view of all customer interactions that is essential for making more insightful business decisions.
One of the qualities that sets Sage CRM Solutions apart is our commitment to bringing integrated front-office and back-office solutions to our customers.
It's this tight integration between Sage CRM Solutions and Sage Software back-office solutions that enables everyone in your organization—from sales and marketing to accounting and finance to support and shipping—to work together, efficiently, in the business of building profitable customer relationships.
Sage CRM has “out of the box” integrations to ACCPAC Advantage Series and ACCPAC
Pro Series
Integrating Sage CRM Solutions with your back-office applications gives your employees greater customer insight by enabling them to:
- Quickly identify cross-sell and up-sell opportunities
- Easily access payment history information
- Identify additional purchasing power—or lack of
- Identify availability of products for Sales
- Quickly assist customers with order status
- Generate more accurate quotes and proposals
Everyone wins with front- to back-office, customer-centric integration because orders move to accounting more quickly and accurately, customers receive products sooner, the company gets paid faster, salespeople receive commission checks earlier, and customers receive higher levels of customer service.
Productivity Tools
To optimize the rich sales automation functionality and marketing and service features, SageCRM has sophisticated configuration capabilities, automated process workflow, as well as computer telephony integration (CTI), Web Self Service, and more.
Automated Process Workflow
With SageCRM's workflow capabilities, businesses can automate pre-determined business processes across all channels, departments, and employees. To help assess and design workflow, SageCRM provides graphical views of the process and its development patterns. In combination with e-mail integration, workflow ensures that actions requiring attention or escalation are automatically routed to the correct employees. SageCRM creates a confidence among employees that issues are not going to fall through the cracks and frees their time to perform more important tasks.
With Sage CRM, workflow is quickly and easily designed to automate your company's unique business processes
customization
Automated Workflow
Integrating business rules across
all channels, departments, and
employees is easy with Sage
CRM automated workflows.
In combination with e-mail
integration, Sage CRM ensures
that actions requiring attention or
escalation are automatically routed
to the appropriate employees or
partners.
Highly Congurable
Sage CRM provides conguration
tools such as Enterprise
Integration Server (EIS) to
rapidly modify all aspects of the
system. You can create functional
components that query
ODBC-compliant databases
and third-party software and
extend your Sage CRM system
out to different devices. You can
also integrate via Sage CRM’s
Web Services interface to other
applications. Its open architecture
reduces development and
maintenance costs and allows
seamless integration with other
applications.
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).
Custom Integration
Sage CRM has an open architecture that permits integration with multiple legacy
systems.
Computer Telephony Integration
SageCRM combines a fully-integrated CRM solution with interactive inbound and outbound telephony automation. Contact centers are provided access to the same single point of communication the rest of the enterprise shares. A customer’s complete CRM history including fax, personal visits, phone, and e-mail is viewed through automated screen pop functionality and gives the support employees an enterprise view of the customer experience. Full on-screen auto-dial and phone functionality allows your support staff to perform necessary tasks through the system interface rather than the phone system. SageCRM provides full integration to all standard third-party telephony software leveraging existing automation such as call escalation, routing, call queuing, and reporting functionality. A central repository for all customer data, SageCRM provides easy-to-use, real-time access to information your support staff needs to resolve customer issues quickly and efficiently, reducing call times and increasing the efficiency of your contact center.
Computer Telephony
Integration (CTI)
Sage CRM CTI links your Sage
CRM system to TAPI phone
switches and expands upon some
of the basic functions to optimise
call center efficiency and meet the
needs of your particular call center.
Customizations
SageCRM provides customization tools that allow businesses to rapidly modify all aspects of the system.
SageCRM’s open architecture greatly reduces development and maintenance costs and allows seamless integration with other mission-critical applications across your enterprise. With easy-to-use, on-screen tools, managers and administrators can create and modify fields, screens, tabs, tables, views, scripts, and security settings on the fly. SageCRM customization functionality allows quick-and-easy user-specific modifications to interfaces and data and ensures SageCRM can be easily adapted to your business requirements.
Global Deployment
SageCRM provides multicurrency, multi-lingual support from a single code base—U.S. English, U.K. English, French, German, Spanish, Dutch, and Japanese—making this solution the logical choice for businesses around the world. SageCRM's single-server installation and Web browser access allow employees, partners, and customers alike to view the information they need to get the job done, anytime, from anywhere in the world.
Web Self-Service
SageCRM Web Self-Service allows customers to access or request services and support over the Web. Customers can receive information based on their preferences, requests, and histories, providing them a single point of contact for information about your products and company through designed customer and partner portals. Allow your channel partners access to shared workflow, lead-tracking, inquiries, invoicing, and customer information. SageCRM allows your customers 24/7 access to information they want.
Web Self Service
Sage CRM Web Self Service allows
customers to access information
or request services and support
over the Web whenever they want.
Customers receive information
based on their preferences,
requests, and history through
customised customer and partner
portals.
SageCRM Outlook Integration
Microsoft Outlook runs within the framework of your SageCRM solution and has complete, two-way synchronization with Outlook contacts, calendar (appointments), and tasks, in addition to full-featured e-mail integration.
SageCRM has complete, two-way synchronization with Outlook contacts, calendar (appointments), and tasks, in addition to enhanced e-mail integration. With Outlook integration, you also have the option to access your entire SageCRM contact database from within the standard Outlook interface. Lastly, Outlook integration enables you to synchronize your CRM data to devices such as mobile phones and PDAs that synchronize with Outlook.
With Outlook integration, you can:
- Use all the features of Outlook entirely from within the SageCRM interface; no more switching from one application to the other.
- Bi-directionally synchronize contacts, appointments, and tasks between Outlook and SageCRM.
- Perform a one-way export from SageCRM to Microsoft Outlook.
- Send e-mail within SageCRM using Outlook and automatically have the e-mail stored in the relevant customer contact history, including attachments.
- Easily import e-mail from Outlook into the appropriate customer contact within SageCRM.
- Choose which contacts and calendar items flow between applications, allowing you to work the way you want.
Awards and tutorials:
http://www.sagecrmsolutions.com/company/newsroom/awardsrecognition?Product=SageCRM
http://www.sagecrmsolutions.com/demo/sagecrm/onlinetutorials
Sage CRM is an easy to use, fast to deploy, feature-rich CRM solution
providing enterprise-wide access to vital customer information –
anytime, anywhere.
Why clients choose Sage CRM keyword features grid:
Time management
Interaction management
Marketing automation
Sales force automation
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Contact center automation
Back-office Integration
Outlook integration
Other integration
Ease of use
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Rapid User Adoption
100% web-based solution
Rapid/cost-effective deployment
Anywhere/anytime access
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Flexibility and scalability
End-to-end CRM solution
Proven technology
Integrated “out of the box” |
*Sales Force Automation
Lead Management
Account Management
Opportunity Management
Forecasting
Pipeline Analysis
Contact Management
Activity Management
Email Management
Outlook Integration
Reporting
Remote Access Options
Remote Access Options
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*Marketing Automation
List Management
Campaign Management
Activity Management
Document Management
Custom Data
Call Management
Mass Emails
Reporting |
*Customer Care (contact/call centre automation)
Incident Tracking
SLA Management
Knowledgebase
Inbound Email Mgmt
Mobile Access
Self-Service |
*System Administration
With Sage CRM, workflow is quickly and easily designed to automate your
company's unique business processes
customization
Security Configuration - user profiles |
* Time Management
Quick search and querying tools
Team and individual calendaring
Alerts and reminders
Escalation rules
Automated workflow
Wireless “real-time” access
Offline “Solo” access
Back and forward/recent list |
* Interaction Management
Task management
Account and contact management
Team CRM
Central Repository
Support cases
Opportunities
Knowledge base
Marketing campaigns
Fax, phone, e-mail, documents, etc. |
*Marketing Automation
Campaign management
Three-tier campaign structure
List management
Lead distribution
Outbound call manager
Key attribute profiling
Analysis tools
Budget cost analysis
Return on campaign investment
Real-time campaign status |
* Customer Care
Help Desk and support
Case/incident management
Product/territory routing
Knowledge base
Service Level Agreements
Web self-service
24/7 online incident entry
Review and update incidents
Search knowledgebase
Update contact information
Document Library |
*Sales Force Automation
Anytime, anywhere access
100% web-based
PDA access
WAP access
SMS messaging
Real-time analysis tools
Graphical pipeline information
Sales cycle tracking
Lead and opportunity routing
Forecasting tool |
*Back-Office Integration
ACCPAC Advantage Series 5.1 and higher
Promote prospects to AR Customers
Order/quote entry
Accounts receivable
Accounts payable
Inventory Control item lookup
Active aging Information
Credit history….and more
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*Microsoft Outlook Integration
Bidirectional synchronization
Tasks
Contacts
Appointments
CRM access through Microsoft Outlook
E-mail management
File
Drag and drop
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*Administration
Data upload
Security
Translations/Multilingual
E-mail management
Service Level Agreement
Device management
Team management
User management |
CRM administration
Standard customization utilities:
Customization
Advanced customization
Component manager
Workflow
Customization
Fields
Screens
Lists
Tabs
Advanced customization
Screens
Table scripts
Tables
Views
Access external data and systems
Persons, companies, cases, opportunities, leads, solutions
Escalation rules
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ACCPAC Pro Series 7.1 and higher
Real-time Internet access to transactional information
Promote CRM prospects to AR customers
Access order/quote information
Inventory item details
Accounts receivable invoice lookup
Inventory Control item locations
Credit history...and more |
Workflow
Time-sensitive campaign release
Low-return campaign cancellation
Collateral approval automation and alerts
Reporting
Customer interaction details
Demographic analysis
Campaign response data
Customer and company profiling
Benchmarking
Territory routing and assignment
Automated sales processes
Escalation management
Alerts/reminders
Reporting |
Sales cycle analysis
Training and evaluation
Team and individual
Pipeline and forecasting
Case Routing and assignment
Escalation management
Knowledgebase solutions
Service Level Agreements
Reporting
Customer contact
Response times
Resolution analysis
Incident volume and timeframes |
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