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Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Pierre Labbé Vincent Vacca Franck Benoit Chantal Dubois Vanessa Bourdelle Ruud.

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Presentation on theme: "Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Pierre Labbé Vincent Vacca Franck Benoit Chantal Dubois Vanessa Bourdelle Ruud."— Presentation transcript:

1 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Pierre Labbé Vincent Vacca Franck Benoit Chantal Dubois Vanessa Bourdelle Ruud vandenhoogen Martin Van Leeuwen E. De Backer L. Philips K. Jeropkina Bart Vanderbist Gino Quackels Ludo Degroef Stephan Huybrechts Km DE km Persons73178km Cars 2908km CO 2 / km 140gr127kg Thanks for all participants to be here Km FR km Persons52820km Cars 21128km CO 2 / km 140gr158kg Km NL km Persons2700km Cars 1350km CO 2 / km 140gr49kg Km BE44,8289,6km Persons3268,8km Cars 189,6km CO 2 / km 140gr13kg Total km / person 6966,8km Total Co2 for this meeting 347kg Rolf Höpfner Michael Gebhart Dieter Himioben Stephan von Malottki Frank Mömerzheim Marco Patrick Haase Gregor Richter

2 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 CRM presentation EFECO group Starting from the needs of Esco Drives Our proposal to our sister companies

3 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 Contacts Account Lead Lost Opportunity : Contact is not interested Your happy customer Nemo Won Opportunity : you found Nemo Found on website of :

4 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 “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.” 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!” Found on website of :

5 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 What is our goal ? We want to sell more We want to organize our relation with our customers Lead Prospect Customer We must organize prospection find leads, transform them in prospects and finally in customers We want to find more customers

6 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Important Definitions Accounts Contacts Users / Group of users Activities Appointment Visit report Quotation request Quotation Quotation follow up Activities adapted by our IT team

8 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Important Definitions Account Contacts Users Owner Account : (Actually limited to ) Customers Prospects Suppliers Contact : (Actually limited to) All persons attached to an account User : Employee of Esco using CRM Owner : (used for accounts and contacts) Employee of Esco responsible for the contact or the account See on next slide for more ….

9 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Owner of account and contact Owner : (used for accounts and contacts) Employee of Esco responsible for the contact or the account B A 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Important Definitions : Activities Appointment Visit report Quotation request Quotation Quotation follow up Activities adapted by our IT team Standard CRM used activities Phone call Task

11 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Owner of activities 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 : Appointment Visit report Quotation request Quotation Quotation follow up Activities adapted by our IT team B A B Appointment makes for

12 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Break Time …

13 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Organisation & Classification of accounts & contacts in CRM

15 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Other usefull information about your account Delivery conditions, discount and price lists Financial information of your account Open payments, Open orders, Year Turnover

16 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Also visible in calendar Status : - Scheduled until Visit report is finished - Completed when Visit report is finished Status : - Open : until Visit report is finished and saved - Completed when Visit report is finished and saved Status : - Open until quotation is done - Completed when quotation is done Generate Change status 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) Can amend status of quotation follow up CRM flow chart Status : - Open : until action is performed - Completed when action is performed by user Status : - Open : until task is performed - Completed when task is performed by user Can generate : - quotation request - amend status of quotation follow up Can amend status of quotation follow up

17 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation flow chart 1 : Quotation with word document

18 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation flow chart 2 : Quotation with from outlook

19 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Lunch Time …

20 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word CRM generates a Word document thanks to the Xperido software How to fill in the products to quote using word possibilities ? Those data are updated in the document from CRM quotation activity

21 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Use Word features to make Quotation faster

22 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Use Word features to make Quotation faster This text contains updatable fields

23 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Use Word features to make Quotation faster Prix Easy way to type in the price using autotext feature from Word …. F3 Type : F9 Update the fields The fields are updated

24 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Send your quotation in pdf by mail using Word

25 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Use signature of Outlook to fill in standard text for your mail

26 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Accounts : gives a list of the customers & prospects of the company Contacts : gives a list of contacts

28 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Search for activities related to

29 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Search for activities with time frame

30 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Search for specific activities

31 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Use filter as in Excel Sort data as in Excel Export in Excel to manage your data Show your prefered view Or define your personnal view

32 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Use Pivot table To show quotation status

33 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Break Time …

35 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Conclusions…

39 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 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 Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 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 )


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