SugarCon 2013: High Performance CRM
-
Upload
sugarcrm -
Category
Technology
-
view
222 -
download
1
description
Transcript of SugarCon 2013: High Performance CRM
![Page 1: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/1.jpg)
Bray InternationalThe High Performance Company
Brad A. Kirchhofer
Chief Operating Officer
Bray International, Inc.
![Page 2: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/2.jpg)
Providing Valves, Automation and
Control Products to Industry for 27 Years
![Page 3: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/3.jpg)
We will meet or exceed our customers
expectations by continuing to improve
and expand our product offerings,
processes and services while
maintaining the highest level of quality
![Page 4: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/4.jpg)
Providing Global Service To Industrial Markets
![Page 5: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/5.jpg)
Manufacturing and Distribution Operations Worldwide
• Argentina
• Australia
• Brazil
• Canada
• Chile
• China
• Germany
• India
• Mexico
• Netherlands
• Poland
• United Kingdom
• United States
• Vietnam
![Page 6: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/6.jpg)
300 Sales Locations Worldwide
![Page 7: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/7.jpg)
Behind Bray and CRM
![Page 8: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/8.jpg)
Bray Has More Than Tripled in Size
0
500
1,000
1,500
2,000
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
Bray Global Headcount
![Page 9: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/9.jpg)
Bray Global Sales Model
End-User
Engineering
/Procurement
BRAY
BRAYBRAY
End-Use
Project
Location
EPC Location
![Page 10: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/10.jpg)
Bray Original CRM Charter
• Pre-CRM, no consistent approach to sales
collaboration and activity management
• Implemented Salesforce in 2009 for field-sales
collaboration, reporting, and measurement
• Expanded CRM scope to include management
of service issues
![Page 11: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/11.jpg)
CRM Usage Has Grown to Over 500 Licenses
0
100
200
300
400
500
600
Bray CRM License Count
![Page 12: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/12.jpg)
Challenges
![Page 13: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/13.jpg)
Key Challenges
• Expanded CRM globally, invested internal
resources in training and adoption
• High license cost discouraged wider deployment
of Salesforce
• Global support model relying on Salesforce
not cost effective, lacked adequate
multilingual capabilities
![Page 14: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/14.jpg)
Monthly External Cost per CRM License
0.00
0.20
0.40
0.60
0.80
1.00
1.20
2009 2010 2011 2012 2013 2014 2015 2016 2017
Month
ly E
xte
rnal C
ost
per
CR
M L
icense
(IN
DE
XE
D)
SalesforceSalesforce
![Page 15: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/15.jpg)
Switching to SugarCRM
![Page 16: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/16.jpg)
Rationale for Switching to SugarCRM
• Long-term relationship:
SugarCRM, TechnologyAdvisors, and Bray
• Shared vision: broad-based customer engagement
• End user adoption: More affordable license cost
encourage wider adoption of SugarCRM and
broader scope of applications
![Page 17: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/17.jpg)
Monthly External Cost per CRM License
0.00
0.20
0.40
0.60
0.80
1.00
1.20
2009 2010 2011 2012 2013 2014 2015 2016 2017
Month
ly E
xte
rnal C
ost
per
CR
M L
icense
(IN
DE
XE
D)
SugarCRM Salesforce
![Page 18: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/18.jpg)
Rationale for Switching to SugarCRM
• Portal capability provides product-service access to
Bray partners without a purchased license
• Upgraded mobile licenses included with
standard SugarCRM licenses
• More affordable online storage will allow Bray to
build more sales and customer intelligence in the
CRM
![Page 19: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/19.jpg)
Other SugarCRM Benefits
• Flexibility and choice: Option for moving
application and data on-premises
• Collaboration: Bray and our SugarCRM partner
jointly have a relevant voice in Sugar’s
enhancement roadmap and licensing models
![Page 20: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/20.jpg)
Milestones and Benefits
![Page 21: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/21.jpg)
Key Milestones for Sugar Implementation
• May 2012 – began search for alternative
• July 2012 – began SugarCRM POC project
• September 2012 – finalized FR document
• November 2012 – training and testing, data migration
• December 2012 – Conversion
• PRESENT – Ongoing user training and configuration
![Page 22: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/22.jpg)
Anticipated 2013 Benefits
• Expansion to more users in more functional areas
• New SugarCRM features/mobile app on the way
• Working on integration with ERP and
other applications
![Page 23: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/23.jpg)
Key Takeaways
• Select CRM vendor with whom you can have a
close partnership
• Start a year in advance!
• Allow for improvements to be part
of the conversion
![Page 24: SugarCon 2013: High Performance CRM](https://reader033.fdocuments.net/reader033/viewer/2022052908/559558be1a28ab1f618b45eb/html5/thumbnails/24.jpg)
Thank You