1. Thanks for all participants to be here
Rolf Höpfner
Michael Gebhart
Dieter Himioben
Stephan von Malottki
Frank Mömerzheim
Marco Patrick Haase
Gregor Richter Km DE
227 2
454 km
Persons 7
3178
Cars
908
CO 2 / km
140 gr
127 kg Km FR
282 2
564 km
Persons 5
2820
Cars
1128
CO 2 / km
140 gr
158 kg
Pierre Labbé
Vincent Vacca
Franck Benoit
Chantal Dubois
Vanessa Bourdelle Km NL
175 2
350 km
Persons
700
Cars 1
CO 2 / km
140 gr 49 kg
Ruud vandenhoogen
Martin Van Leeuwen Km BE
44,8 2
89,6 km
Persons 3
268,8
Cars 1
CO 2 / km
140 gr 13 kg
E. De Backer
L. Philips
K. Jeropkina
Bart Vanderbist
Gino Quackels
Ludo Degroef
Stephan Huybrechts
Total km / person
6966,8 km
Total Co2 for this meeting
347 kg
Thanks for all participants to be here

2. CRM presentation EFECO group
Starting from the needs of Esco Drives
Our proposal to our sister companies

3. Do you know the difference between a lead and an opportunity ?
You : The fisherman
On your fishing rod : Your product
The sea : your sales territory
Lead
Account
Contacts
Your happy customer Nemo
Lost Opportunity : Contact is not interested
Won Opportunity : you found Nemo
Found on website of :

4. So, what is the difference between a CRM lead and an opportunity?
A Lead – is a contact or an account with very little information. It could be just a person who you might have met at a conference. You will need to retrieve more information regarding this lead in order to create (qualify) an opportunity in your sales pipeline.
A old sales rule says: “If you have never contacted your contact, it’s a lead.”
An Opportunity - is a contact or an account which has been qualified. This person has entered into your buying cycle and is committed to working with you. You have already contacted, called or met him and know their needs or requirements.
The old sales rule says: “The opportunity is a deal that you have the possibility to close!”
“Think about the difference between a lead and an opportunity as an evolving process i.e. each lead needs to be qualified to an opportunity. There will always be plenty of leads in your sales territory, but only few of them will qualify to become real sales opportunity.”
Found on website of :

5. What is our goal ? We want to sell more
We want to organize our relation with our customers
We want to find more customers
We must organize prospection find leads, transform them in prospects and finally in customers
Lead
Prospect
Customer

6. We have ERP ….!! Why CRM in the Esco group ?
Function of ERP
Order entry
Invoicing
Purchase orders
Stock management
Warehouse management
Production management
Financial management
And what about …..
Customers
Accounts
Contacts
Sales
Sales report
Quotation
Marketing
Actions to customers

7. Important Definitions
Accounts
Contacts
Users / Group of users
Appointment
Visit report
Quotation request
Quotation
Quotation follow up
Activities adapted by our IT team
Activities

8. Important Definitions
Account : (Actually limited to )
Customers
Prospects
Suppliers
Account
Contacts
Contact : (Actually limited to)
All persons attached to an account
User :
Employee of Esco using CRM
Users
Owner : (used for accounts and contacts)
Employee of Esco responsible for the contact or the account
See on next slide for more ….
Owner

9. Owner of account and contact
Owner : (used for accounts and contacts)
Employee of Esco responsible for the contact or the account A B
CRM Rules for attributing Owners to accounts and contacts
Each account must have ONE and ONLY One owner
Each contact must have ONE and ONLY One owner
Contacts from a same account can have a different owner than the account
At start of the system all accounts and contacts are owned by CRM manager

10. Important Definitions : Activities
Activities adapted by our IT team
Appointment
Standard CRM used activities
Phone call
Visit report
Quotation request
Task
Quotation
Quotation follow up

11. Owner of activities B A B Activities adapted by our IT team
Appointment
Visit report
Quotation request
Quotation
Quotation follow up
Activities adapted by our IT team
Owner : (of activities)
Employee of Esco responsible for the activity created
CRM Rules
By default the owner of the activity is the person that has created the activity
For an activity that must be executed by an other user than the one that has introduced the new activity the owner must be specified.
Example : B A B
makes
for
Appointment

12. Break
Time …

13. Organisation & Classification of accounts & contacts in ERP
What is missing ?
No information about accounts
Importance of the account
Type of account
Activity of the account
Relation to the business units of the company
What is also missing ?
No information about the contacts
Importance of the contact
Function and detailled function
Relation to the business units of the company

14. Organisation & Classification of accounts & contacts in CRM

15. Other usefull information about your account
Financial information of your account
Delivery conditions , discount and price lists
Open payments, Open orders, Year Turnover

16. CRM flow chart Also visible in calendar Status :
- Scheduled until Visit report is finished
- Completed when Visit report is finished
Status :
- Open : until task is performed
- Completed when task is performed by user
Generate
Change status
Generate
Status :
- Open : until Visit report is finished and saved
- Completed when Visit report is finished and saved
Can amend status of
quotation follow up
Generate
Status :
- Open : until
action is performed
- Completed when
by user
Status :
- Open until quotation is done
- Completed when quotation is done
Can generate :
- quotation request
- amend status of
quotation follow up
Generate
Change status
Can amend
status of quotation
follow up
Status :
- Open : when done and not yet followed
- In progress : when first time followed
- Won : if customer has placed the order
- Lost : if lost => give reason of loss
- Canceled : if project is canceled (not lost for competition)
Generate

17. Quotation flow chart 1 :
Quotation with word document

18. Quotation flow chart 2 :
Quotation with from outlook

19. Lunch
Time …

20. Quotation using Microsoft Word
CRM generates a Word document thanks to the Xperido software
Those data are updated in the document from CRM quotation activity
How to fill in the products to quote using word possibilities ?

21. Quotation using Microsoft Word
Use
Word features to make
Quotation faster

22. Quotation using Microsoft Word
Use
Word features to make
Quotation faster
This text contains updatable fields

23. Quotation using Microsoft Word
Easy way to type in the price using autotext feature from Word ….
Type : F3
Use
Word features to make
Quotation faster
Prix F9
Update the fields
The fields are updated

24. Quotation using Microsoft Word
Send your quotation in pdf by mail using Word

25. Quotation using Microsoft Word
Use signature of Outlook to fill in standard text for your mail

26. Searching information in CRM
Dashboards : genenal overview of my activities including graphs
Activities : genenal overview of my activities : what I have done but also what I have to do !

27. Searching information in CRM
Accounts : gives a list of the customers & prospects of the company
Contacts : gives a list of contacts

28. Searching information in CRM
Search for activities related to

29. Searching information in CRM
Search for activities with time frame

30. Searching information in CRM
Search for specific activities

31. Searching information in CRM
Sort data as in Excel
Show your prefered view
Export in Excel to manage your data
Or define your personnal view
Use filter as in Excel

32. Use Pivot table To show quotation status

33. Use Pivot table To show quotation status : the result
Choice the quotation status
Choice the owner
Expand data for 1 account
Show it on a graph

34. Break
Time …

35. The SharePoint software
The Esco group use SharePoint to store and access easily all the documents used in the company every day's live.
Actually following documents are stored in the SharePoint automatically :

36. How is organize the SharePoint software ?
The SharePoint is organize as a “file explorer” but with additional tags (metadata) to find easily documents.(You can search as in Google)
You can use it as a secure place to store, organize, share, and access information from almost any device. All you need is a web browser, such as Internet Explorer.

37. How is organize the SharePoint software ?
For the activities related to sales, we have made the choice to organize it per business partner. One SharePoint site is created by Business partner.
So the best way to access the documents in the SharePoint is via the list of accounts in the CRM.

38. Conclusions…

39. What is on test and will come in year 2014 ?
What is running without too much bugs and can be used by you directly ?
Account and contact management
Appointment => Visit reports => Request of quotation
Quotation => Quotation follow up
Management of documents with the SharePoint program
What is on test and will come in year 2014 ?
Link with outlook for accounts, contacts, appointments and mail activities
Expansion on mobile devices as PDA and Tablet for remote operation
More data extraction and marketing tool

40. How to start in each company
Roll off of data from ERP to the CRM => done by Indian consultants
Check if the data are correctly translated => each company key users
Adaptation of minor lists as City code, Area code, Channel type , Industry …. => local key users
Training of the employees based on manual written by Esco Drives
Esco Drives can assist for this training in Dutch, French or English (sorry no German )