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What is CRM? BP Name Here. 2 Agenda What is CRM? Common business issues faced by companies today How CRM can help What CRM brings to the business Evolution.

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Presentation on theme: "What is CRM? BP Name Here. 2 Agenda What is CRM? Common business issues faced by companies today How CRM can help What CRM brings to the business Evolution."— Presentation transcript:

1 What is CRM? BP Name Here

2 2 Agenda What is CRM? Common business issues faced by companies today How CRM can help What CRM brings to the business Evolution of CRM Business value of CRM What CRM means to you as the user About Sage CRM Customers benefiting from CRM

3 3 What is CRM? CRM is a business strategy designed to optimise profitability, revenue, and customer satisfaction

4 4 Common Business Issues Faced by Companies Today SALES MANAGER SALES EXECUTIVE CUSTOMER 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 maximise 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”

5 5 Why Do Companies Experience These Difficulties? CRM can help address these issues by bringing all elements together Customer information is typically held in disparate locations right across the company – leading to a myriad of problems OutlookMarketing Remote WorkersFinanceSales CRM User

6 6 Extended enterprise collaboration CRM Rolodex Evolution of CRM Outlook Sales force automation

7 7 CRM Provides Insight Customers Sales Marketing Distribution Finance Customer Service CRM delivers insight into customer information across multiple departments – for a holistic view of the customer CRM

8 8 CRM Improves Productivity CRM that integrates with MS Outlook and delivers employees on the road with always-available access to critical customer data ensures maximum productivity Outlook FinanceSalesDistribution Customer Service Marketing CRM

9 9 CRM Facilitates Collaboration Customers & Partners CRM facilitates internal and external collaboration for maximum customer satisfaction Web self-service InternalExternal CRM SalesMarketingSupport Finance

10 10 CRM Delivers Competitive Advantage Multiple views of the customer CRM delivers a single view of the customer for better customer relationship management, delivering real competitive advantage 360 0 insight Disparate Systems Departmental Collaboration Departmental Customer Insight Departmental Productivity & Efficiency CRM Extended Enterprise Collaboration 360 degree Customer Insight Org-wide Productivity & Efficiency Single view of the customer COMPETITIVE ADVANTAGE One dimensional insight


12 12 Challenges for the Sales Executive Tracking opportunities Identifying the best opportunities to focus on Identifying cross-sell and up-sell opportunities Forecasting accurately Knowing every day what sales opportunities to focus on Reporting on the pipeline efficiently Understanding where opportunities are in the pipeline Having visibility on customer interaction across multiple departments Generating quotes and orders Avoiding inputting the same data into multiple systems

13 13 How CRM Helps the Sales Executive Dashboards deliver a unified view of all key sales information Real-time pipeline management ensures focussed sales activity Forecasts can be prepared and submitted in minutes Increases visibility on customer interaction across departments Reduces time spent on administration thereby increasing productivity Automates quotation generation 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 From Sage CRM

14 14 Challenges for the Sales Manager Identifying the biggest opportunities Unearthing hidden opportunities Tracking sales across territories and reps Creating team and individual forecasts quickly and easily Tracking and measuring sales representative performance Developing a more effective sales team Having instant access to up-to-date sales data and communications history Access to real-time figures on sales performance and pipeline Minimising sales administration and maximising sales staff productivity

15 15 How CRM Helps the Sales Manager Dashboards deliver sales management a unified view of all key sales information Improves transparency in the sales pipeline Real-time pipeline management ensures focussed sales activity Enables quick and easy team forecast generation and improves sales forecast accuracy Enables regular sales performance monitoring Reduces opportunity slippage Optimises sales resources against high- potential opportunities Maximises cross and up-sell opportunities Empowers sales staff to sell more effectively Enables sales staff to focus on the most important sales opportunities Minimises sales administration and maximises sales staff productivity From Sage CRM

16 16 Challenges for the Business Owner Extracting more value out of the business Having insight and reports into business performance Identifying the top customers by revenue and profitability Having complete visibility of customers, pipeline and margins Analysing sales performance across multiple criteria Moving from overview forecast data to detailed underlying information with ease Combining actual campaign results with actual campaign costs to quantify marketing performance Having a complete view of business performance across front and back office Strategic planning – planning for the future

17 17 How CRM Helps the Business Owner 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 Leverages financial information from the front and back-office for a complete view of the business From Sage CRM

18 18 Challenges for the Marketing Manager Segmenting customers Defining highly targeted marketing lists across multiple criteria Tracking marketing campaign performance against targets and budget Managing and re-deploying marketing campaigns quickly and efficiently Identifying success rates at-a-glance Identifying and targeting strong leads Measuring cost-per-lead and marketing ROI

19 19 How CRM Helps the Marketing Manager 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 optimise 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

20 20 Challenges for the Customer Service Manager Easily tracking SLAs Measuring and improving team performance and productivity Making customer support cost-efficient Resolving customer issues quickly Easily identify critical customer issues requiring urgent attention Increasing customer satisfaction and retention rates Monitoring customer service performance in real time Reducing the amount of time spent on customer service administration Knowledge and information sharing across teams Ensuring no customer issues ‘fall through the cracks’ Successfully cross and up-selling during calls

21 21 How CRM Helps the Customer Service Manager 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 options Enables customer service staff to leverage the knowledge of colleagues through a centralised 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 From Sage CRM

22 22 Challenges for the Back Office Having a central place for information Giving back-office staff access to non- financial customer information to enable them to resolve issues and queries promptly when talking to customers Access to complete customer communications history (usually held in the front office) to enhance ability to effectively chase payments Reducing duplication of effort to minimise mistakes and improve productivity Speeding up routine tasks

23 23 How CRM Helps the Back Office Saves time and minimises mistakes by avoiding duplication of data entry Improves customer service by using a single point of reference for sales orders Credit control and the sales team have access to the same financial information which enables them both to chase outstanding debt when dealing with customers Ensures a fast response to significant events and routine tasks using alerts Improves customer service by giving the back office access to key customer information such as buying patterns and communications history From Sage CRM (with ERP integration)

24 24 Business Value of CRM

25 25 Sage’s CRM Credentials Family of CRM Solutions –2.7 million users worldwide Sage is the No. 1 CRM Vendor to SMBs Worldwide and the No. 2 CRM Vendor Worldwide - Gartner, 2006 Sage CRM –6 th generation – product maturity –Web-based CRM solution –On demand or on premise –Sold in 28 countries worldwide –Available in English, French, German, Spanish, Chinese and a range of other languages via our international business partner network –Fully integrated with leading Sage ERP solutions including Sage 200 and Sage 1000 (UK), Sage 100 (France), MAS 90 and 200 (US), OfficeLine (Germany) and Sage Accpac ERP (worldwide)

26 26Sage: What is CRM? Sage ERP & Sage Suites On Demand Services 3 rd Party Applications Connecting Your Business Your Sales, Marketing & Customer Service Teams Your Customers & Partners Introducing Sage CRM

27 27 Sage CRM Awards

28 28 Customer Success Stories

29 29 Key Sage CRM Customer Successes Services  Digitell  Source Technologies  Vedere Partners  Mediaweave  Asbestway Abatement Government  Louisiana Economic Development  Thai Ministry of Commerce Sport and Leisure  Buffalo Sabres  Club One Manufacturing  Kayserberg Plastics  YoCream  Sirromet  Precision  Tensar  Horizon Banking and Finance  ifs School of Finance  Alliance and Leicester  BDO Simpson Xavier  Tilney Wealth Management  Insight Investment  First Active Automotive  Avis  Stapletons Tyre Services  Acme IT  IONA  ITG  ITM  Nexus Solutions Life Sciences  Metrohm-Peak  Scientific and Chemicals  Inortech

30 Services

31 31 Who: Digitell Inc, multimedia conference education, recording and marketing - USA Requirement: Burdened by an inefficient, manual system, Digitell struggled to manage a rapidly expanding customer database and a burgeoning sales / marketing pipeline Solution: Benefits: Digitell can now better manage its pipeline, provide enhanced customer service, optimise sales opportunities, and manage marketing activities with confidence “Timely contact with prospects and clients has helped us land new accounts. Even though we invested in primarily to manage our sales and marketing efforts, it has served as a great overall solution.” Steve Parker, Vice President, Digitell Digitell Uses to Maximise Sales Opportunities

32 32 Source Technologies Improves Forecasting with Integrated Sage CRM Who: Source Technologies, printing solutions - USA Requirement: An up-to-date, scalable accounting and CRM solution that could handle detailed project accounting, complex sales orders, and sales data tracking and management Solution: Sage CRM and Accpac ERP Benefits: Earned immediate investment return with improved customer service, forecasting accuracy, and inventory control “We knew that if we could centralise all information, we would increase service levels, optimise sales force efficiency, improve accuracy and inventory control, and streamline just about every other business process.” Tim Baker, Director of Information Systems, Source Technologies

33 33 Who: Vendere Partners, business sales solutions - USA Requirement: Previous CRM tool has limited visibility and hindered the company from implementing its own processes and systems Solution: Benefits: Opening up of communications within the organisation; distribution of leads and opportunities to territories; yielding large ROI Vendere Partners Improves Staff Communication with “ has exactly what we need. The others only deliver about 50 percent.” Sean O’Neil, Vice President, Vendere Partners

34 34 “We’ve been using the software like crazy and loving it! We’re getting an immediate return on investment and realising big productivity gains, and we continue to tweak the product as needed.” Eric Robichaud, CEO, Mediaweave Mediaweave Strengthens Client Relationships with Sage CRM Who: Mediaweave, marketing, communications and technology solutions - USA Requirement: With no centralised location for storing sales and marketing information, Mediaweave had trouble managing multiple users and a rapidly expanding database Solution: Sage CRM Benefits: After implementing Sage CRM, Mediaweave realised an immediate return on investment and significant productivity gains

35 35 “We’re able to hire less, even though we’re doing more business because of Sage CRM.” Mendy Gorodetsky, President, Asbestway Asbestway Cleans up Customer-Facing Processes with Sage CRM Who: Asbestway Abatement Corporation, asbestos removal - USA Requirement: Replace manual systems with a CRM solution to improve service, facilitate intra-department communication, and streamline labour intensive processes Solution: Sage CRM Benefits: Improvements to customer service, communication, and processes enabling Asbestway to grow 40-50% in revenues, without increasing its workforce Asbestway Abatement

36 Government

37 37 “Based on our past experiences, LED assumed all CRM packages would be cumbersome and inflexible. That myth was quickly dispelled when we had to take a crash course on Sage CRM.” Linda Regina, Director of Policy & Planning, Louisiana Economic Development Louisiana Economic Development Weathers the Storm with Sage CRM Who: Louisiana Economic Development, state agency supporting local businesses - USA Requirement: Replace GoldMine® with a more robust CRM solution, while managing disaster recovery efforts for businesses struck by hurricanes Solution: Sage CRM Benefits: Successfully assisted thousands of businesses, including providing temporary housing to more than 1000 displaced workers; improved marketing and project tracking, and financial accountability

38 38 “There was minimal impact on our business operations during the implementation process. We did not need a huge budget to maintain and run the system, which saves us money.” Kru Kate, Director, Thai Ministry of Commerce Thai Ministry of Commerce Drives Customer Service Excellence with Sage CRM Who: International Business Consulting Centre, Ministry of Commerce - Thailand Requirement: Call centre relied on pen and paper to record enquiries made by customers through calls or walk-ins and were unable to leverage customer information across divisions Solution: Sage CRM Benefits: Call centre and International Business Consulting Centre has seen immediate return on investment with improved internal operations and customer service

39 IT

40 40 “With the aid of Sage CRM’s forecasting tool, we have been able to make strategic decisions. This has helped us to determine how our customers’ business models change, critical to maintaining competitive advantage.” Cormac Ó Foghlú, Worldwide Infrastructure Manager, IONA IONA Improves Decision Making with Sage CRM Who: IONA, IT integration products and services - Ireland Requirement: An automated system for tracking and assigning customer leads and a way to deliver more timely and accurate reports Solution: Sage CRM Benefits: Common selling system for all regions, complete picture of customer lifecycle, accurate data for basing product strategy decisions on, ROI analysis of marketing campaigns, real-time view of sales processes, SAP integration

41 41 ITG Benefits From Better Productivity with Sage CRM Who: Information Technology Group Inc, IT consulting firm - USA Requirement: Previously, sales and marketing could not provide adequate reporting functions or remote access to match busy consulting group’s growth Solution: Sage CRM Benefits: Cut reporting time in half; sales efficiency went up by 10 percent; sales have risen 15 percent thanks to better information “Sage CRM is a fantastic product. The more we use it, the more we appreciate it. We see it as a critical component of our success for years to come.” Mark Severance, Director of Sales & Marketing, ITG

42 42 ITM Group Delivers Superior Customer Service with Sage CRM Who: The ITM Group, communications infrastructure provider - UK Requirement: Following a period of growth and acquisition, the ITM Group needed to consolidate disparate systems to improve customer service Solution: Sage CRM Benefits: Improved sales process, more targeted campaigns, real-time knowledge, and better data sharing and information retention, resulting in the delivery of superior customer service “We managed a complete exhibition project within Sage CRM, from attaining prospects, tracking leads and enquiries that arose from the exhibition, to evaluating the return on investment and reporting on the overall success of the exhibition.” Neil Curtis, Head of Marketing, ITM Group

43 43 “I have received several comments from clients saying that they are more satisfied with our support service as we respond to their needs faster and in a more efficient manner. In the end, our success comes from the satisfaction of our customers.” Mr. Astley Yip, Sales Manager, Nexus Who: Nexus Solutions Limited, integrated network communication, infrastructure and security – Hong Kong Requirement: Replacing low-tier solution with a robust multi- region system to manage sales and marketing and standardise workflow to create holistic customer service approach Solution: Sage CRM Benefits: Standardised lead processing, coordination between departments, easy tracking for outstanding leads, formulating coherent marketing strategies and events Clear Direction for Nexus Solutions with Sage CRM

44 Sport and Leisure

45 45 Who: Buffalo Sabres, North American Hockey League team - USA Requirement: Combination of customer databases required multiple data entry, prevented strategic sales efforts, and produced errors Solution: Sage CRM Benefits: Customer service administration time reduced by 20 percent; detailed activity and demographic reports boosted sales significantly “The greatest thing about Sage CRM is the way it ties everything together for us... This has streamlined our administration by 20 percent — and made our fans much happier.” Tom Matheny, Database Marketing Manager, Buffalo Sabres Buffalo Sabres Serves Fans Better with Sage CRM

46 46 Club One Improves Health with Integrated Sage CRM Who: Club One, large fitness clubs - USA Requirement: Through rapid growth, the need to centralise customer information and integrate to ERP to improve the way the business and customers were managed Solution: Sage CRM and Accpac ERP Benefits: A real-time view of cash flow, visibility into the accounts of each business, and its customer base. Productivity has improved by eradicating duplication of effort “We needed one system with a unified reporting structure, that still met the needs of each of the divisions.” Carey White, CFO, Club One

47 Banking and Finance

48 48 ifs School of Finance Uses Sage CRM to Improve Sales Who: ifs School of Finance, educational body for finance professionals - UK Requirement: To counteract a decline in members, a comprehensive, centralised and synchronised store of customer information was needed to support sales teams on the road Solution: Sage CRM Benefits: Higher revenue and stronger client relationships with the same sales force, and the ability to measure sales effort precisely against targets “Sage CRM has helped us to open up more sales opportunities through better client management, without further expanding our sales force.” Gary Millner, Corporate Relations and Communications Director, ifs School of Finance

49 49 Who: Alliance & Leicester, commercial bank - UK Requirement: A number of systems were not delivering a complete customer view across divisions, restricting service, resulting in missed cross and up sell opportunities Solution: Sage CRM Benefits: Access to information across the organisation, targeted marketing, greater call centre accuracy, improved customer service, insight into sales performance, more sales closed, better lead qualification “With the combination of the innate usability of the system and its integration with Outlook™, we have found the feedback from users on the usability of the system to be a key factor in its success so far.” Howard Worthington, Senior Manager Database Development, Alliance & Leicester Alliance & Leicester Banks on Customer Service with Sage CRM

50 50 Who: BDO Simpson Xavier, accountancy firm and business consultancy - Ireland Requirement: BDO viewed customers at a department level and wanted a more holistic view to take advantage of cross and up-sell opportunities Solution: Sage CRM Benefits: Easier tracking and management of marketing efforts, more targeted campaigns, improved customer service through real-time access to information, increased support for cross-selling and up-selling "There have been a considerable amount of cross-selling opportunities generated. Customers are now automatically informed of other services that are available, ensuring we are making the most of every customer interaction.” Mark O’Connell, Marketing Manager, BDO BDO Uses Sage CRM to Enhance Marketing

51 51 Sage CRM Opens New Markets for Tilney Who: Tilney Private Wealth Management, wealth and asset management firm - UK Requirement: To foster closer relationships with customers and intermediaries using technology Solution: Sage CRM Benefits: Better segmentation, monitoring and control of marketing activities, highly customised solution, on the road access for sales people, full relationship management for their key customers and influencers "There were several reasons why we chose Sage - but the main one was the flexibility of the system. I found Sage CRM a very good implementation - it does exactly what it says on the tin. Lee Wilson, Group Marketing Manager, Tilney Private Wealth Management

52 52 “We wanted to create a company that took its direction from potential customers and investors. The feedback clarified our mission to build a company with CRM at the core of our business functions.” Adam Pope, Sales & Marketing Manager, Insight Investment Insight Investment Sees Customer-Centric Services with Sage CRM Who: Insight Investment manages funds for institutional and retail clients including HBOS plc - UK Requirement: As a new organisation, Insight Investment needed a solution flexible enough to adapt to its changing needs Solution: Sage CRM Benefits: Improved forecasting, instant analysis, better customer information and improved service through insight into communication between prospects and clients

53 53 “We needed a solution to achieve our business goal — to offer customers new and easier ways of doing business with us. The Sage approach, customisability and integration, made it a successful choice to rapidly deploy new channels.” Paul O’Neill, General Manager IT, First Active First Active Builds a Better Bank with Sage CRM Who: First Active, financial institution specialising in mortgages and loans - Ireland Requirement: Expand routes to market through phone and Internet banking both for tactical and competitive reasons as new entrants offering phone-only mortgages were establishing foothold in market Solution Sage CRM Benefits: Built a single web-based access method that could be used throughout organisation; enabled First Active to offer mortgage and loan products entirely by phone and online

54 Manufacturing

55 55 Kaysersberg Plastics Co-ordinates Operations with Sage CRM Who: Kaysersberg Plastics, plastics manufacturer - UK Requirement: To build and share knowledge, stored in different manual systems, for tighter management of project pipelines, improved communication across multiple sites, and automated reporting Solution: Sage CRM Benefits: Increased sales efficiency, improved communication, 360º view of customers, convenient, low-cost, real-time 24/7 access, easy deployment in new territories with multi-language capabilities “With Sage CRM, the next step is automatically built into the process, so we’re always moving forward to make the most of sales opportunities and build closer customer relationships.” Mark Lightowler, Managing Director, Kaysersberg Plastics

56 56 Who: YoCream International, Inc, wholesale food products manufacturing - USA Requirement: Counter-productive sales activity due to lack of consistent communication between field sales reps and managers located all over the U.S. Solution: Sage CRM Benefits: Better management of sales leads and increased sales growth due to increased communication among the sales team “It’s been smooth sailing. The biggest gain is the ability to share customer and prospect databases with users. We want to better manage leads and accomplish sales growth, which we are seeing as a result of Sage CRM.” Brad Gaylor, Information Systems Manager, YoCream YOCREAM Improves Lead Management with Sage CRM

57 57 “It’s not just the wine that needs to flow smoothly when you’re trying to build a great reputation for wine making. A transparent exchange of information between sales, distribution and marketing is just as critical an ingredient for success.” Ian Parker, IT Manager, Sirromet Wines Sage CRM Brings Cheers to Sirromet Wines Who: Sirromet Wines, premier winery - Australia Requirement: To build a one stop communications centre for sales, distribution and marketing to process orders quickly, respond to customers and plan for strategic growth Solution: Sage CRM Benefits: Reduction in paperwork, better customer service through faster ordering, more accurate sales process, enhanced communication between departments and enhanced reporting

58 58 “By automating workflow and providing a bird’s eye view of our customers, Sage CRM empowers us to take fast actions to make and keep customers happy and satisfied.” Peter Ho, Managing Director, Precision Valve Singapore Seamless Workflow for Precision Valve Singapore with Sage CRM Who: Precision Valve, aerosol valve manufacturer - Singapore Requirement: Improve access to customer information and service across regions, standardise workflow and increase control over sales processes Solution: Sage CRM Benefits: Easy handling of multiple currencies and languages, seamless integration and better governing of workflow process, a streamlined workflow and unified database, boosting productivity

59 59 "Sage CRM was the only solution that addressed our requirements in all three areas – customer database, workflow automation & content management.” Tim Oliver, Group Marketing Manager, Tensar International Tensar International Streamlines Sales Process with Sage CRM Who: Tensar International Ltd, manufacturer of reinforcing polymer geogrids - UK Requirement: A consolidated resource for tracking, monitoring and evaluating interactions with individuals and content for projects Solution: Sage CRM Benefits: Five country system, smooth sales processes – even when individuals are reassigned, improved productivity, error reduction, visible sales process, improved efficiency

60 60 “Sage CRM is a critical part of our company. If we didn’t have it, we’d be dead meat — and couldn’t even do $1 million a year, rather than the $7 million we do today.” Becky Moore, Controller, Horizon Spa & Pool Parts Who: Horizon Spa & Pool Parts, Inc, wholesale Spa and pool parts - USA Requirement: Automate processing of 500 orders per day, including order entry, financials, warehouse management, and returns Solution: Sage CRM and Accpac ERP Benefits: Without Sage software, Horizon would have to hire two people in shipping, three in the warehouse, and could only do 1/7 of its current business volume Horizon Spa & Pool Parts Makes Big Splash with Sage CRM Integration

61 Automotive

62 62 Who: Avis UK, car hire firm - UK Requirement: A non paper-based system to cope with service centre enquiries and a single integrated method of recording and responding to customer interactions Solution: Sage CRM Benefits: Centrally stored information, rapid return on investment, effective distribution of workload across customer service teams, reduction of incoming call abandon rate “Our operators have a full service and booking history of callers, so we can build a much deeper impression of the ‘Avis experience’. Call resolution time is down, making it a more satisfying customer experience.” Ann Gallagher, Customer Relations Manager, Avis Avis Enhances Customer Service with Sage CRM

63 63 Stapletons Tyre Services Improves Sales with Sage CRM Who: Stapletons Tyre Services, tyre wholesalers and retailers - UK Requirement: Stapletons wanted to improve sales forecasting and analysis to design marketing campaigns based on accurate information Solution: Sage CRM Benefits: Access for users in multiple locations, integration with existing specialist application, customer service excellence, improved response times, targeted marketing campaigns "In a highly competitive market, you need a sharp edge. Sage helps by creating a centralised repository of data, shared by all our teams – making it as easy as possible for any of the team to pick up and handle customer queries.” Andy Scaplehorn, IT Manager, Stapletons

64 64 “By giving our managers, sales staff, and dispatchers the information they need to address all customer issues, this solution lets us streamline operational overhead and strengthen customer relationships with outstanding service.” Mike Coatney, President, ACME Truck Line ACME Truck Line Drives Customer Service with Sage CRM Who: ACME Truck Line Inc, flatbed trucking - USA Requirement: To facilitate operational improvements, a web- based CRM solution capable of delivering a consolidated view of customer activities to every staff member involved with clients was required Solution: Sage CRM Benefits: An integrated framework for applying value- added services and support to new and existing customers. Using Sage CRM, the company was able to simplify many of its procedures

65 Life Sciences

66 66 Who: Metrohm-Peak, laboratory equipment distribution and services - USA Requirement: Metrohm-Peak needed to implement a streamlined system for company-wide communications and global business processes Solution: Sage CRM and Accpac ERP Benefits: Metrohm-Peak is able to increase sales productivity, give remote users access to synchronised data, and support multilingual, multicurrency accounting transactions “By automating and streamlining our business, we are able to provide a higher level of service while reducing our cost of doing business.” Kim Brewer, CFO, Metrohm-Peak Metrohm-Peak Streamlines Business with Integrated Sage CRM

67 67 “Our Sage solution is at the heart of our business in helping us to focus on our customers and to process their orders more efficiently.” Philip Palser, Operations Director Scientific & Chemical Supplies Scientific & Chemicals Supplies Finds Growth Formula with Sage CRM Who: Scientific & Chemicals Supplies Ltd, supplies local industry with laboratory equipment and chemicals - UK Requirement: A rapidly growing product range meant it needed a more robust system to integrate with an existing Sage ERP solution (Line 500) Solution: Sage CRM Benefits: Shared view for customer service teams and sales reps, fast informed responses to customer queries, complete visibility of orders, web access 24/7 for a low cost

68 68 “With all information readily available, sales representatives can deliver unparalleled customer service and strengthen client relationships. In short, Sage CRM delivers the business management capabilities we need to stay competitive.” Jean-Marc Pigeon, President, Inortech Who: Inortech, chemical distribution - Canada Requirement: Inortech needed to speed up collections; enhance the tracking of customer information; improve sales processes; and minimise training time and related costs for new sales representatives. Solution: Sage CRM and Accpac ERP Benefits: Inortech has quicker, more reliable access to information; optimises staff productivity and customer satisfaction; reduces training time; and closes more sales Inortech Optimises Customer Loyalty with Sage CRM Integration

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