Post on 04-May-2018
Sage CRM: The Right CRM Solution for You
David Beard CRM Principal Sage Software @talkcrm
Robert Kramer Supervising Consultant BKD Technologies rkramer@bkd.com
May 29, 2013
What Is CRM & Why It Matters How It Can Help Your Business
The Sage CRM Proposition
Sage ERP &
Sage Suites
On-Demand
Services
3rd Party
Applications
Connecting Your
Business
Your Sales,
Marketing & Customer
Service Teams
Your Customers
& Partners
Introduction Who Does Sage CRM Work for
Common Business Issues Faced by Companies Today
“I need a quick
and easy way for
me to see how
the business is
performing”
“I want to
maximize the
productivity of
all my
employees”
“I need to be able
to calculate the
cost per member
easily and
accurately” “Acquisition
campaigns are
difficult to manage
and information
can go missing”
“We don’t have an up-
to-date log of all
communications with
members” “Our
processes
are not
automated
so issues
sometimes
fall through
the cracks”
“I want to have
access to the
same member
information the
customer team
has so I
understand any
issues”
“I don’t want
to be
wasting time
re-entering
the same
information
into multiple
places”
“Forecasts
are difficult to
create and
time-
consuming” “I sometimes
spend my
whole
morning
trying to
figure out who
I’m meant to
follow-up with
and when”
“I need to
know what
the revenue
flow looks
like quickly
and easily”
“It takes me
ages to roll up
all the line-of-
business
forecasts”
Why Do Companies Experience These Difficulties?
CRM Brings It All Together
Information in Disparate Locations Throughout the Company
User
Overview
Providing the Complete Customer View
Complete Customer View
• Visibility across sales,
marketing, service &
accounts
• Instant access to
areas such as
• Opportunities
• Communications
• Cases
• Invoices
Drill-down to
underlying
opportunity
Drill-down to
underlying
communication
Drill-down to
underlying
case
Drill-down to
underlying
invoice*
Overview
Within An Easy-to-Use Tool for Your Entire Business
Ease-of-Use
• Tab structure
facilitates dynamic
swapping between
key information
areas
• Hyperlinks enable
quick drill-down to
underlying data
• Main Menu
provides access to
commonly used
functionality
• The Quick Start tab
ensures that new
users become
productive on the
system as soon as
possible.
• Users benefit from
a broad range of
video-based
tutorials on the
product
• Quick Tips section
provides walk thro
• Fully integrated
coaching facility
• Specific to screens,
driving user adoption
Overview Full Activity Management
Powerful Activity Management Capabilities
• Complete calendar &
task management
• View by day, week,
month & due-by dates
• Simple creation of
activities by users
Overview Workflow Automation
Extensive Cross-Business Process Design & Automation
• Design with intuitive
drag-and-drop tools
• Minimize
administration-intensive
tasks
• Ensuring activities are
carried out in
accordance with
policies
Overview Reporting & Analytics
Complete with Powerful Reporting Capabilities
• Comprehensive
standard report
categories straight
out of the box
• Customize & create
new reports, using
wizard-based tools
Overview Dashboards
Fully Customizable Dashboards for All Users
• A range of fully
configurable
dashboards
• Monitor key
performance metrics
in real time
• Easily customized to
address the
requirements of
individuals or teams
Performance
monitoring widget Saved searches
widget Priority leads
widget
Web feed
widget
Overview Configuration & Customisation
Simple & Quick Configuration
• Individual users can
configure in line with
individual preferences
• Managers can
configure in line with
team or departmental
requirements
• Administrators can
carry out basic &
advanced
customizations on a
codeless basis
• Sage CRM can be
accessed through the
Outlook interface which
removes the need to
switch between
applications
• Contacts, calendar
activities and tasks
are synchronised
seamlessly between
Outlook and Sage
CRM which means
data only has to be
captured once in
either system to be
Overview Integration with Sage Back-Office Applications
Delivering Out-of-the-Box Integration with Sage ERP
• Providing out-of-the-
box, front-to-back-
office integration
Provides for
• Consistent data
• “Straight-through”
processes
• Reducing re-key &
re-check processes
• Sage CRM can be
accessed through the
Outlook interface which
removes the need to
switch between
applications
• Contacts, calendar
activities and tasks
are synchronised
seamlessly between
Outlook and Sage
CRM which means
data only has to be
captured once in
either system to be
Overview Integration with Sage Back-Office Applications
Working anytime, anywhere, any device
• Providing support for
smartphones, tablets,
online & offline
• Ensure access for
everybody, all of the
time
Overview Presentation Sage CRM
Sales Force Automation Sales Empowerment
Empowering Sales Staff to Sell More Effectively
• Access to the tools
& information they
need every day
These include
• Customer
intelligence
• Calendars
• Accounts
• Reports
• Pipelines
• Contacts
• Lists
• Dashboards
The “Quick Look” tab provides sales staff with summary information on
communications history, active opportunities and open cases
The “Calendar” tab provides sales staff with a unified view of upcoming
activities and tasks which can be viewed by day, week, month and due-date The “Invoice”* tab provides sales staff with an overview of the transaction
history of their customers along with drill-down to the underlying invoice
Sales representatives and sales managers can generate sales performance reports in
a few simple steps
The “Opportunities” tab presents sales representatives and sales managers with a
unified view of all current opportunities by value and stage
Multiple contacts can be captured, accessed and managed for each company or sales
opportunity Sales lists can be defined according to multiple criteria, and can be maintained as
static or dynamic groups for on-going sales activities
Dashboards provide sales representatives & managers with a single view of key sales
information and performance data
Sales Force Automation Account & Activity Management
Making Account & Activity Management Easy
• Comprehensive, real-
time visibility of their
customers
• New tasks & calendar
activities can be
created instantly from
within a record
• Multiuser activities
can be scheduled
with ease
Sales Force Automation Lead Management
Ensuring Leads Are Captured, Allocated & Progressed
• Leads can be rated,
reassigned, edited or
converted to an
opportunity
• A full lead audit trail is
provided throughout,
& dashboards ensure
transparency
Sales Force Automation Opportunity Management
Offering Powerful Tools for Opportunity Management
• Allowing staff to
manage their
opportunities
effectively
• Within each
opportunity, quick
access to:
• Quotes
• Communications
• Documents
• Notes
• Opportunity history
High-level summary information on the current opportunity Instant access to current and historical quotes with drill-down to underlying details Full communications history Full document history with drill-down to underlying attachment Additional free-form notes Full audit trail on stages of current opportunity
Sales Force Automation
Sales Forecasting
Making Sales Forecasting Easy
• Forecast information
is automatically
consolidated from
the sales pipeline
• Automatically
consolidate
individual forecasts
from team members
Sales Force Automation Quotes & Order Management
Ensuring Quotations Are Accurate & Produced with Ease
• Quotes generated
with pricing
information directly
from the back-office
system
• Quotes can be
exported to a shared
template
• Quotes can be
promoted to orders
with a single click
Sales Force Automation Document Management & Collaboration
Easy Management of Documents
• Drag & drop important
documents, attaching to
customer records
• Templates can be
stored centrally, with
merges carried out
instantly
Sales Force Automation Sales Reporting & Analytics
Providing Powerful Reporting capabilities
• A set of standard
sales reports straight
out of the box
• Use these or create
your own
Sales Force Automation
Offering Customizable Dashboards for Sales Users
• A range dashboards
to monitor sales
performance metrics
• For users, managers
and teams
Sales Reporting & Analytics
Sage CRM Overview Presentation
Marketing Automation List Segmentation & Group Management
Enabling the Creation & Management of Lists
• Tools to target the right
companies, optimizing
marketing spend
• Use simple or complex
queries, with ERP
transaction information
• Specific response
types automatically
generate new lists for
follow on activities
Marketing Automation Campaign Management
The Ability to Manage “Multi-Wave” Marketing
• Project manage
campaigns across
multiple channels &
multiple resources
• Drill-down to
underlying activities,
resources & budgets
• Associate leads to
their originating
campaign
Marketing Automation
Outbound Call Management
Offering Call Management – Outbound or Inbound
• Create call scripts,
daily calling targets
& teams
• Capture free-text &
structured
information
• Connect to your
phone system
Marketing Automation Mass Email Management
Delivering Comprehensive Mass Email Management
• Enable users to carry
out mass emailing
against a target list
• All communications,
including mass emails,
are tracked against
the relevant contact
name
Marketing Reporting and Analytics
Marketing Automation
Providing Powerful Reporting Capabilities
• A set of standard
sales reports straight
out of the box
• Use these or create
your own
Marketing Automation Marketing Dashboards
Fully Customisable Dashboards for Marketing Users
• Monitor marketing
performance metrics
in real time
• Easily customized at
user, manager &
administrator level to
address the particular
requirements of an
individual or group
Sage CRM
Overview Presentation
Customer Service Automation
Enhanced Customer Visibility with Extensive Workflow
Driving Real-Time Customer Service Visibility
• Complete visibility of
customer interaction,
including sales,
marketing & finance
• Workflow automation
ensures that service
issues meet service
level obligations
• Understand your
customer and staff
metrics
Customer Service Automation Knowledge Base
Centrally Store & Share Customer Service Knowledge & Solutions
• Document, store &
share solutions to
common issues,
using the knowledge
base
• Solutions can follow
approval workflow
before publication
• Once published, all
solutions are fully
searchable
Customer Service Automation Customer Self-Service
Allow Customers to Post & Access Information
• Enable customers to
securely access
information through
self-service
functionality
• Customers can log
new support issues &
can also review the
status of their open
cases
• Where appropriate,
customers can also
access account details
Customer Service Automation Customer Service Reporting & Analytics
Offering powerful Customer Service Reporting & Analytical Capabilities
• A comprehensive
suite of standard
customer reports
straight out of the box
• Existing reports can
be fully customized &
new reports can be
created from scratch
with wizard-based
tools
Customer Service Automation Customer Service Dashboards
Fully Customizable Dashboards for Customer Service Users
• Monitor customer
service delivery
metrics in real time
• Easily customized at
user, manager &
administrator level to
address the particular
requirements of an
individual or group
Sage CRM Overview Presentation
Key Features and Value Proposition
Sage ERP &
Sage Suites
On-Demand
Services
3rd Party
Applications
Connecting Your
Business
Connecting Your Sales,
Marketing & Customer
Service Teams
Connecting with Your
Customers & Partners
Conclusion
BKD Technologies Support Center
Sage Support Center – 866.832.4253 SageSupport@bkd.com
Monday - Friday, 8 a.m. - 5 p.m., Central time
Support Center toll free
Robert Kramer | Supervising Consultant | 314.231.5544 | rkramer@bkd.com
David Beard | CRM Principal | Sage Software | @talkcrm