Sage CRM and Sage 300 CRE

How CRM can help your business

Agenda

What is CRM?

Common business issues faced by companies todayHow CRM can help your company

What is CRM4CRE and how does it work?

Live Demo of Sage CRM and CRM4CREQ & A

What is CRM ?Holistic view of all company information and activity

Contact Management

Centralized Activity Management

Customer Service / Warranty Management

Process Management

Business Development

Marketing Automation

Mobile Data Access

Social Media interaction

Common Business Issues Faced by Companies Today

SALES

MANAGER

SALES

EXECUTIVECUSTOMER

SERVICE

MARKETING

MANAGER

BUSINESS

OWNER

“Sales 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 sales

pipeline

looks like

quickly and

easily”

“It take me ages

to roll up all the

reps’ forecasts

into a team

forecast for my

boss”

“I need a quick

and easy way for

me to see how

the business is

performing at

any given time” “I want to

maximize the

productivity of

all my

employees”

“I need to be able

to calculate the

cost per lead

easily and

accurately”

“Marketing

campaigns are

difficult to manage

and leads can go

missing”

“We don’t have an up

to date log of all

communications with

customers” “Our

processes

are not

automated so

customer

issues

sometimes

fall through

the cracks”

BACK OFFICE

“I want to have

access to the

same customer

information the

front office has

so I understand

any customer

issues when I

am chasing

payments”

“I don’t want to be

wasting time re-

entering the same

information into

multiple places”

How CRM Helps Management• Workflows ensure your way of “doing business” is followed easily every time

• Reports provide instant insight into business performance across multiple criteria

• Delivers the ability to “sanity check” forecast data with full drill-down to underlying details

• Enables easy insight into revenue/budget variance

• Enables real-time corporate performance management/insight at-a-glance through

dashboards

• Improves responsiveness to critical business issues

• Improves sales forecast accuracy and pipeline management

• Marketing budget and return-on-investment can be monitored in real-time

• Drives revenue business efficiency and performance leading to increased revenue

growth and profitability – knowledge of what customers, job sizes or types are most

successful

• Leverages financial information from the front and back-office for a complete view of the

business

How CRM Helps Sales• Dashboards deliver a unified view of all key

sales information

• Real-time pipeline management ensures

focused sales activity

• Accurate forecasts can be prepared and

submitted in minutes

• Increases visibility on customer interaction

across departments

• Reduces time spent on administration

increasing productivity

• Consistent centralized tracking of Bid/Job data

• Minimizes sales administration and maximizes

sales staff productivity

• Leverages financial information from the back-

office system for accurate pricing, quotes and

orders

• Empowers sales staff to sell more effectively

• Enables sales staff to focus on the most

important sales opportunities

How CRM Helps Customer Service• Helps reduce the amount of time spent on customer service

administration thereby increasing the productivity of customer

support representatives

• Monitors service performance against SLAs

• Extends customer service through 24x7 web self-service

• Provides Field Service with mobile access to Service and

Warranty information

• Enables customer service staff to leverage the knowledge of

colleagues through a centralized knowledge base

• Delivers a 360 degree view of customer information across front

and back office systems for easier issue resolution and

improved cross-selling opportunities

• Workflow automatically manages case allocation, progression

and escalation; improving response times and ensuring no one

‘falls through the cracks’

• Enables customer satisfaction measurement and benchmarking

• Dashboards deliver a unified view of all key customer service

performance information in real time

How CRM Helps Marketing• Empowers marketing staff to plan and execute highly effective campaigns

• Enables highly targeted customer communications

• Results in decreased cost-per-lead through automation

• Delivers insight into the lifetime value of customers

• Enables close alignment with the sales department and other key stakeholders

• Enables market segmentation based on financial data from the back office

• Enables marketing staff to target the right companies at the right time

• Helps eliminate guesswork and optimize marketing resources

• Delivers full campaign planning encompassing above-the-line and below-the-line activities

as well as costs

• Combines actual campaign results with actual campaign costs to calculate the real return

on marketing investment

From Sage CRM

What is Integrated CRM ?• Connects to back end Accounting data

• Connects to Social Media, LinkedIn, Facebook, Twitter, Yammer

• Connects to Outlook• Synchronizes with Microsoft Exchange• Connects with e-Marketing• Multi browser• Mobile access

What is CRM4CRE?CRM4CRE is the integration between Sage 300 CRE and Sage CRM

Creates automatic synchronization between Sage 300 CRE Address Book and Sage CRM Company and Persons

Connects to Sage 300 CRE data tables to show data inside Sage CRM web pages

Allows mobile access to the data of server based Sage 300 CRE through any web browser, tablet or phone

Examples of Customizations IncludedJob Cost and Project Management Information from Sage 300 CRE

Customer Data from Sage 300

Vendor Data from Sage 300

Service Data from Service Management

CRM Customer Service with SM Integration

So, What’s your Point ??We are using Sage CRM to demonstrate a concept

The point is to invite you to imagine the possibilities of a Sage 300 system freed from the shackles of a traditional Client Server Windows App

A Sage 300 system freed from the pre-designed and Sage controlled Windows user interface with respect to how data is presented

And a Sage 300 system with a highly customizable Mobile interface

Are there limitations?Yes and No.

Almost anything can be read and presented for consumption in CRM.

However, there are limits to what can be written back into Sage 300 CRE.

Sage publishes API’s that permit us to update and insert certain data and not others.

While there are sometimes ways to bypass Business logic and directly write into Tables via ODBC its like “playing with fire”, sooner or later you get burned.

Currently only integration with single CRE database.

Deployment Options

• Traditional On Premise deployment

• Private Cloud / Hosted deployment

• CRM and Sage 300 CRE must be co-located

Not Supported:

• Hybrid Cloud is not supported at this time

• Multi Tenant Public Cloud is not supported

LIVE DEMONSTRATION / Q&A

Now its time to show you how it works on both PC and Mobile Tablet Interface.

Laura S. Kasmanlkasman@kastechco.com

KasTech Consulting Inc.1643 Highland AvenueLanghorne, PA 19047

215-702-8155www.kastechco.com

Thank you for your attention! If you have any questions, please contact: