Enhancing productivity with crm for outlook and crm for phones
How CRM Improves Productivity for Finance, IT, and Operations
42
How CRM Improves Productivity for Finance, IT and Operations Collaborative Technologies & People Bill Hoffman Business Productivity Expert Microsoft
-
Upload
armanino-llp -
Category
Technology
-
view
109 -
download
0
Transcript of How CRM Improves Productivity for Finance, IT, and Operations
How CRM Improves Productivity for Finance, IT and Operations
Collaborative Technologies & People
Bill HoffmanBusiness Productivity ExpertMicrosoft
Armanino McKenna OverviewLargest CPA and Consulting firm based in CaliforniaFive offices – San Ramon, San Jose, San Francisco, Portland, Bellevue, WAOver 150 Consultants and 350 employees. #31 in top VAR’s: According to VAR Magazine – “Top Five to Watch”Ranked among the “Best Places to Work in San Francisco Bay Area” five years in a rowGold Certified Dynamics Partner in CRM, AX & GPMicrosoft Certified Training Center and support desk for CRM, AX & GP
Key Service Lines
35%
32%
33%
Audit Consulting Tax
ObjectivesRedefine CRM for Finance, Operations and IT
Help you understand how automating processes can help you be more productive
Open your eyes to the importance of shared information across the entire organization
Sign you up for an “Interaction Health Check”
The Problem
Disparate software systems and a “we have always done it that way” mentality force
companies to do hundreds even thousands of hours of redundant or unnecessary work. No one knows the who, what, why, how and
when of interactions between your organization, customers, prospects, partners
and staff.
A ProblemYou are not alone –
Average 3.5 primary systems usedMany hours of redundant data entryHave to get IT involved too oftenDon’t have access to information
Common Role• Large Organizations
– CXO’s, VP’s, Directors, Supervisors, FL Staff– Sales, Marketing, Customer Support,
Finance, Operations etc• Small & Mid-Sized
– VP Sales & Marketing– President and CSO– AP, AR and Customer Service
Representative– Marketing and IT
WE ARE ALL ACCOUNT MANAGERS
Your “Advantage”
Small and Mid-Sized business advantageCross functional rolesCollaborating; even if you don’t know itDealing with people at all levels of the organizationEstablished a “Team” environment
Is your organization using the tools available to make these efforts easier and more
efficient?
Tomorrow it is “us”
8
Process
Communications
People
Foundation For Success
Communication
Phone Calls
Faxes
Emails
Chat/Instant Messaging
VoicemailsIn Person
Text
Body LanguageLetters/Mail Website
Phone Calls
Faxes
Emails
Chat/Instant MessagingCommunication Voicemails
In PersonText
Body LanguageLetters/Mail
Process Automation
Segmentation
Prioritization
Preview/See Success
Review/Learn and Improve
The Commitment
We have always done it that way!
Doing collections from printed reportsRe-entering new customers into multiple systemsRe-entering data into other products (contact management, accounting, operations, marketing)Manual & Paper processes around our vendorsInternal purchasing process driven by emailConstantly running new reports and manipulating them to get the data necessaryInternal IT and case management is a white board activity
Reduce the credit application request
process by 75%
Credit Applications Today• Sales searches for credit application• Send basic email• Forwards incomplete application to finance• Resends to client to complete• Forwards to finance• Finance does diligence (approve/deny)• Finance re-types customer into AR• Sends email to sales alerting of approval• Email, email, email, email, email, email……..
Credit ApplicationNeed screen shot of workflow for “request credit” within an opporunity
Collect cash into the organization faster
23
Collections Process
Vendor relationships are as important as customer
relationships to the business
Vendor ManagementWhere are your contracts with your phone company?Who are your most important vendors and how do you interact with them?How do you track negotiations to save your organization money? Email? What tools do your purchasing agents have to work effectively and efficiently?
30
Vendor/Contract Management
How do you determine who your best customers
are?
Your Best Customers?How would you determine who your best customer is today?
Revenue, Revenue, RevenueMaybe profit margins on products purchased
What are we forgetting to help us with this determination?
SupportCredit Performance & ResourcesSales Support & ResourcesServicesReferences & Contributing to ongoing success
33
Centralized Information
What is the value of labor?• Average cost per employee $60,000• 2000 hours worked• $30.00 per hour cost per employee• 25-30% of our time is spent “searching for
stuff” and doing redundant work• $18,000 per employee committed• Reduce that to 15% • $9,000 per employee annual savings• Apply that cost to pro-active activities
Information Technologies are people too.
IT/Service Today
IT/Service Tomorrow
Where are your sales, customer service and finance
teams demanding each others time?
Interaction Health CheckMarketing APSales APR & D MarketingSales R & D PurchasingSales OperationsSales Services SalesCustomer Service AP, AR, IC, OE, R&D, Sales, MarketingOrganization Customer/Prospect/VendorSales, Marketing, R&D Legal
Organization Wide Access
Interaction Management
Interaction Management
Interaction Management
Interaction Management
Sales Orders and Invoices
Order
Invoice
Did you know?If you have purchased or are purchasing Microsoft Dynamics ERP (GP, NAV, SL, AX) Advanced Management, you already own all of the functionality we have showed you today.
Your partner is an expert on evaluating and analyzing cross departmental interactions/process
CRM Re-defined
• Salesforce Automation• Marketing Automation• Case Management• Knowledge Base and Solution Management• Customer Self Service• Alerts and Notifications• Dashboards• Drag and Drop workflow Designer• Codeless Customization• Much, much more…
Is the evaluation worth it?Only if you can show increased revenue and decreased costs
Uncover manual and redundant processesAccess to data to you the job “better” the first timeShow how to manage and prioritize timeData analytics to help make decisions quicklyStreamline and improve processesImproved Customer ServiceIncreased Employee SatisfactionFree up time for pro-active activities
Take the FREE Interaction Management Health Check.
Business Productivity Nirvana
59
ObjectivesRedefine CRM for Finance, Operations and IT
Help you understand how automating processes can help you be more productive
Open your eyes to the importance of shared information across the entire organization
How to sign up for our FREE “Interaction Management” Health Check
