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

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

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 :

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 :

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

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

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

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

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

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

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

Break Time …

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

Organisation & Classification of accounts & contacts in CRM

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

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

Quotation flow chart 1 : Quotation with word document

Quotation flow chart 2 : Quotation with email from outlook

Lunch Time …

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 ?

Quotation using Microsoft Word Use Word features to make Quotation faster

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

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

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

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

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 !

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

Searching information in CRM Search for activities related to

Searching information in CRM Search for activities with time frame

Searching information in CRM Search for specific activities

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

Use Pivot table To show quotation status

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

Break Time …

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 :

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.

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.

Conclusions…

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

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 )