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