 Enterprise Solutions » Sage CRM |
Sage CRM™ Overview Sage CRM provides your marketing, sales, and customer service teams with the tools they need to find new customers, close sales faster, and build lasting, more profitable relationships across all channels. With Sage CRM, you can:
Sales Sales Force Automation: Improve sales performance with sales automation tools that help sales professionals find and retrieve vital information quickly and easily. SageCRM provides a snapshot of the sales cycle from first contact to final sale, allowing sales teams to effectively analyze and manage the sales pipeline from within the CRM solution. Sales Force Automation: Sage CRM puts you in complete control of your sales pipeline,allowing sales teams to effectively manage, forecast, and report on all phases of the sales cycle. With Sage CRM, you can easily manage and analyse all current and historical account details and activities, manage multiple accounts and opportunities and automatically distribute leads to sales professionals around the world. Point-and-click reporting and graphs offer sales teams access to real-time data, for on the-spot analysis and evaluation. By analysing the information available, you can recruit new clients and resell to existing ones. SageCRM puts you in complete control of your sales pipeline, allowing sales team members to effectively manage, forecast, and report on all phases of the sales cycle. With SageCRM SFA software, you can easily manage and analyze all current and historical account details and activities, manage multiple accounts and opportunities, and automatically distribute leads to sales professionals around the world. With SageCRM, sales cycles can be shortened and more deals can close faster. The sales force automation (SFA) capabilities within SageCRM provide your sales team instant access to vital customer data including reports and graphs, quotes, forecasts, and historical account details. The SFA capabilities enable you to quickly do on-the-spot analysis, make informed decisions you can trust, and eliminate bottlenecks that typically lengthen the sales cycle. Sales functionalities are focused on helping the Sales team to execute and manage the presales process better and in an organized manner. Sales team is responsible for regularly capturing key customer interactions, any leads or opportunities they are working on etc, in CRM system. The system helps by processing this data, monitoring against the targets and proactively alerting the sales person with recommended further actions based on company's sales policy. Opportunity Management Opportunities help the Sales team by organizing all the relevant data regarding a prospective deal into one place. It is characterized by the details such as Prospective customer, expected budget, total spending, products interested in, expected closing date, Key players in the deal and their key characteristics, important dates and milestones etc. The Opportunity has several phases, e.g. initiation, identification, qualification, RFP received, quotation sent, final stage, won or lost. Of course these phases can be defined based on individual company needs. A CRM system helps in each phase by "Guiding" the Sales representative to carry out certain suggested activities as defined by the company's sales policy. It creates reminders and planned activities within the system. e.g. if the Opportunity has reached "RFP received" stage, and the deal size is more than (say) 50,000 USD, the system can prompt the representative to hold a review discussion with a senior manager. This is often referred as "Guided Sales Methodology". Opportunities can be directly converted into Quotations or Sales Orders. Quotation and Sales Order Management Opportunities if reaches a Quotation phase can be converted to a quotation, and, if won gets converted to a Sales order. Standard features of creating a "linked" Quotation or Sales Order from opportunities are provided. These Sales orders then flow to the Back-End (ERP) system for further execution and Delivery. Activity Management Activities represent various Sales or Service related interactions with the customer (meetings, discussions, telephone calls, emails). Activity Management provides a platform to consolidate all the interactions with customer into a single platform, helping to build a 360 degree view of customer. Activities can be synchronized to MS Outlook/Lotus Notes Calendar items (Meetings and Tasks) Marketing Manage and track every element of your campaigns with SageCRM. View activities, objectives, leads generated, and lead follow-up, and drill down to specific activities within a campaign. This user-friendly CRM solution provides you an in-depth view of your campaigns and enables you to eliminate the guesswork and put your company’s marketing resources to their best use. Sage CRM provides a single source of customer information to help you better manage your marketing efforts and make sound decisions based on the needs of your customers and prospects. With Sage CRM Marketing, you can target the right customer at the right time, eliminate guesswork, and put your company’s marketing resources to their best use. You can schedule and track marketing activities within a campaign – and view every detail of each campaign. Take control of your marketing dollars by automating and tracking every marketing campaign, from one-time e-mail communications to multi-faceted marketing programs. SageCRM marketing automation provides accurate metrics on all of your marketing activities, enabling you to close more new business and capitalize on lucrative cross-sell and up-sell opportunities. With SageCRM, you can target the right customer at the right time, eliminate guesswork, improve campaign management, and put your company's marketing resources to their best use. Execute more effective campaigns, track responses faster and easier than ever before, and make sound decisions based on what your customers want and how they respond. Customer Care Resolve customer issues efficiently by providing customer service professionals with user-friendly tools to access relevant customer data including purchases, call and escalation histories, interactions, e-mail, and documents sent and received. Customer Care Automation With Sage CRM, you can make the most of every customer interaction, maximising business opportunities and customer satisfaction. It empowers your organisation with critical information to build and support long-term customer satisfaction and loyalty. With Sage CRM Customer Care, you can build and effectively manage lasting customer relationships by providing the professional level of service your customers expect. Sage CRM provides real-time access to relevant customer data including purchases, call and escalation history, interactions, multiple contacts, support cases, e-mail and documents sent and received, sales opportunities, and more. Web and Wireless Access Access Sage CRM anytime, anywhere, even when connected to a network, mobile users can work offline and later synchronise with the central server, using the optional Solo replication feature. With SageCRM, you can make the most of every customer interaction, maximizing business opportunities and customer satisfaction. It empowers your organization with critical information to build and support long-term customer satisfaction and loyalty. With fast online access to service requests, call and escalation history, interactions, multiple contacts, support cases, e-mail, and documents sent and received, you'll have complete and accurate data at your fingertips. SageCRM customer support automation enables you to quickly resolve issues and easily capitalize on cross-sell or up-sell opportunities. Service related functionalities are focused on effectively managing the customer service (Planned or Unplanned), avoid "leakage" of Warranty based services, avoid "Penalties" arising due to Non conformity of SLA (Service Level Agreements), and provide first and Second Level support to Customers. Several functionalities are mentioned below:
Mobile Solutions The benefits of real-time access to your CRM solution are numerous and can have a positive impact on your business performance and profits. Placing customer information at the fingertips of mobile professionals ensures they always have the most up-to-date SageCRM makes it easy for the sales force and road warriors to stay productive even when out of the office. Wireless PDA Access The benefits of real-time access to your CRM solution and database are numerous and can have a positive impact on your business performance and profits. Wireless connectivity with enhanced support for Personal Digital Assistant (PDA) devices using the Microsoft Windows Mobile operating system brings real-time data to your fingertips - anywhere, anytime. With online Internet access, PDA users such as field sales representatives can stay connected for real-time access, with a full range of functions accessible, enabling staff to view reports, and update contacts and sales opportunities. They also can continue to qualify leads, track customer issues, and manage tasks and calendars. Wireless PDA access to your CRM solution simply makes you more productive, increasing productivity while reducing costs. Benefits of remote access include:
Offline Synchronization A comprehensive CRM solution enables organizations to guarantee their sales, marketing, and customer care professionals have fast, up-to-date access to critical data - regardless of where these employees are located. Even when not connected to a network, mobile users can work offline and later synchronize with the central server, using the optional Offline Synchronization feature. As a result, Offline Synchronization simply makes your field sales, marketing, and service personnel more productive and efficient because they can work anytime, anywhere regardless of connectivity. Offline Synchronization is also cost effective since end users can install the offline client by downloading it directly from SageCRM, without requiring additional software such as Microsoft Internet Information Services (IIS) or Microsoft SQL Server Desktop Engine (MSDE). Benefits of Offline Synchronization include:
Application Integration Integration between SageCRM and back-office accounting and financial applications provides organizations with a holistic CRM solution that offers a complete view of all customer interactions that is essential for making more insightful business decisions. One of the qualities that sets Sage CRM Solutions apart is our commitment to bringing integrated front-office and back-office solutions to our customers. It's this tight integration between Sage CRM Solutions and Sage Software back-office solutions that enables everyone in your organization—from sales and marketing to accounting and finance to support and shipping—to work together, efficiently, in the business of building profitable customer relationships. Sage CRM has “out of the box” integrations to ACCPAC Advantage Series and ACCPAC Pro Series. Integrating Sage CRM Solutions with your back-office applications gives your employees greater customer insight by enabling them to:
Everyone wins with front- to back-office, customer-centric integration because orders move to accounting more quickly and accurately, customers receive products sooner, the company gets paid faster, salespeople receive commission checks earlier, and customers receive higher levels of customer service. Productivity Tools To optimize the rich sales automation functionality and marketing and service features, SageCRM has sophisticated configuration capabilities, automated process workflow, as well as computer telephony integration (CTI), Web Self Service, and more. Automated Process Workflow With SageCRM's workflow capabilities, businesses can automate pre-determined business processes across all channels, departments, and employees. To help assess and design workflow, SageCRM provides graphical views of the process and its development patterns. In combination with e-mail integration, workflow ensures that actions requiring attention or escalation are automatically routed to the correct employees. SageCRM creates a confidence among employees that issues are not going to fall through the cracks and frees their time to perform more important tasks. With Sage CRM, workflow is quickly and easily designed to automate your company's unique business processes customization Automated Workflow Integrating business rules across all channels, departments, and employees is easy with Sage CRM automated workflows. In combination with e-mail integration, Sage CRM ensures that actions requiring attention or escalation are automatically routed to the appropriate employees or partners. Highly Congurable Sage CRM provides conguration tools such as Enterprise Integration Server (EIS) to rapidly modify all aspects of the system. You can create functional components that query ODBC-compliant databases and third-party software and extend your Sage CRM system out to different devices. You can also integrate via Sage CRM’s Web Services interface to other applications. Its open architecture reduces development and maintenance costs and allows seamless integration with other applications. User profiles enable Sage CRM administrators to design the system’s overall security model, allowing users access to only the information that is pertinent to them in their organizational roles (customer care, sales, marketing, and more). Custom Integration Sage CRM has an open architecture that permits integration with multiple legacy systems. Computer Telephony Integration SageCRM combines a fully-integrated CRM solution with interactive inbound and outbound telephony automation. Contact centers are provided access to the same single point of communication the rest of the enterprise shares. A customer’s complete CRM history including fax, personal visits, phone, and e-mail is viewed through automated screen pop functionality and gives the support employees an enterprise view of the customer experience. Full on-screen auto-dial and phone functionality allows your support staff to perform necessary tasks through the system interface rather than the phone system. SageCRM provides full integration to all standard third-party telephony software leveraging existing automation such as call escalation, routing, call queuing, and reporting functionality. A central repository for all customer data, SageCRM provides easy-to-use, real-time access to information your support staff needs to resolve customer issues quickly and efficiently, reducing call times and increasing the efficiency of your contact center. Computer Telephony Integration (CTI) Sage CRM CTI links your Sage CRM system to TAPI phone switches and expands upon some of the basic functions to optimise call center efficiency and meet the needs of your particular call center. Customizations SageCRM provides customization tools that allow businesses to rapidly modify all aspects of the system. SageCRM’s open architecture greatly reduces development and maintenance costs and allows seamless integration with other mission-critical applications across your enterprise. With easy-to-use, on-screen tools, managers and administrators can create and modify fields, screens, tabs, tables, views, scripts, and security settings on the fly. SageCRM customization functionality allows quick-and-easy user-specific modifications to interfaces and data and ensures SageCRM can be easily adapted to your business requirements. Global Deployment SageCRM provides multicurrency, multi-lingual support from a single code base—U.S. English, U.K. English, French, German, Spanish, Dutch, and Japanese—making this solution the logical choice for businesses around the world. SageCRM's single-server installation and Web browser access allow employees, partners, and customers alike to view the information they need to get the job done, anytime, from anywhere in the world. Web Self-Service SageCRM Web Self-Service allows customers to access or request services and support over the Web. Customers can receive information based on their preferences, requests, and histories, providing them a single point of contact for information about your products and company through designed customer and partner portals. Allow your channel partners access to shared workflow, lead-tracking, inquiries, invoicing, and customer information. SageCRM allows your customers 24/7 access to information they want. SageCRM Outlook Integration Microsoft Outlook runs within the framework of your SageCRM solution and has complete, two-way synchronization with Outlook contacts, calendar (appointments), and tasks, in addition to full-featured e-mail integration. SageCRM has complete, two-way synchronization with Outlook contacts, calendar (appointments), and tasks, in addition to enhanced e-mail integration. With Outlook integration, you also have the option to access your entire SageCRM contact database from within the standard Outlook interface. Lastly, Outlook integration enables you to synchronize your CRM data to devices such as mobile phones and PDAs that synchronize with Outlook. With Outlook integration, you can:
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