Get the Most from Your CRM Integrated apps add value to your bottom line

Transcription

1 Get the Most from Your CRM Integrated apps add value to your bottom line

2 Key CRM Trends CRM Today IN NEARLY EVERY SALES ORGANISATION SaaS Gartner forecasts SaaS CRM will grow at more than 22% per year through 2017 and by 2025 will reach 80-85% of all CRM. Mobile Almost 50% of users access their CRM from a smartphone, which boosts adoption and use of CRM, increasing sales reps productivity. Use of customer relationship management (CRM) platforms continues to rapidly grow to meet the needs of businesses of all sizes, in all sectors. Among businesses with more than 11 employees, 91% now use a CRM tool, as do about 50% of businesses with 10 or fewer employees. Gartner predicts continued CRM growth of almost 15% per year through Forrester Research, in its CRM Playbook for 2016, terms CRM a foundational building block in organisations customer experience strategy. CRMs allow companies to do business more rapidly, with greater agility. CRMs enable companies to achieve higher lead conversion, deeper customer relationships, greater operational efficiency, improved customer satisfaction, and increased revenues. Yet despite CRM s transformative capabilities, Forrester contends that few companies tap into the power of these solutions. Multi-device The majority of CRM users (81%) now access CRM software from multiple devices. Device Used to Access CRM Platforms 84% 76% 48% 45% LAPTOP DESKTOP SMARTPHONE TABLET Source: Superoffice.com, July 29,

3 Sales Today LEAN, OVERWORKED, MOBILE Objectives Top 3 sales objectives among 2,300 global sales leaders: 80% Acquire new customers Challenges Key challenges in sales and sales operations, based on DocuSign s interactions with sales leaders: Accelerate time to revenue In an increasingly competitive environment, sales leaders are focused on customers, speed, and leveraging technology to fuel their success. 55% Grow the value of existing customers Improve the customer experience 46% Create deeper customer relationships Do business anytime, anywhere Source: 2015 State of Sales, Salesforce Research Sales Trends Salesforce Research identified four key trends that are the new normal for sales teams and that separate thriving sales leaders from the pack. Source: 2015 State of Sales, Salesforce Research Using analytics High-performing sales teams are far more likely to use analytics. Winning as a team High performers work together as an organization and connect with customers in more and better ways. Using mobile apps Top sales teams are more likely to use mobile apps to access information and close deals from anywhere. Leveraging technology High-performing sales team use technology to accelerate sales processes. 3

4 CRM & Sales Tomorrow EXTENDING CRM WITH APPS In companies large and small, CRMs are used across the organization in sales, marketing, customer service, and other areas that touch end users. CRMs help companies achieve their sales objectives, overcome their most significant challenges, and capitalise on key trends. Since there are millions of CRM users with many different use cases and applications, companies often customise CRM platforms to meet their specific needs. In addition, businesses are taking advantage of thousands of business and social applications by integrating them into their current CRM. All of the major CRMs, including Salesforce, Microsoft Dynamics CRM, NetSuite, and SugarCRM have app stores, with thousands of apps that integrate with, extend, and enhance the products. These apps enable users to integrate added functionality with their ultimate aim of creating an all-in-one solution specifically tailored to each organisation s work processes and business needs. CRMs will evolve from sales-oriented tools to truly integrated marketing and sales platforms. - Kathleen Booth, CEO, Quintain Marketing, in CIO.com 4

5 APP CATEGORIES AND CAPABILITIES For every possible business function and task, there is an app that addresses it and integrates with your CRM. Shown below are some of Salesforce s featured apps; many also integrate with other CRMs. Sales DOCUSIGN Digital transaction management (DTM) CIRRUS INSIGHT Integrates with Gmail and Outlook CONGA COMPOSER Create and deliver custom documents Customer Service CLICKTOOLS Survey tool for customer feedback DIALSOURCE Manages service cycle conversations TO CASE PREMIUM Supports agents in managing cases Marketing SALESGENIUS Automation, demand gen, marketing ACT-ON MARKETING Online marketing BIZIBLE MARKETING ANALYTICS Data-driven marketing decisions IT & Admin INFORMATICA CLOUD INTEGRATION On-demand data integration JITTERBIT Data migration APSONA Cross-object, multi-term searching, reporting Finance ACCOUNTING SEED FINANCIAL SUITE Combines ERP and Accounting Enterprise Resource Planning ASCENTERP ERP in Salesforce Human Resources JOBSCIENCE Streamlines staffing performance analytics Collaboration TASKRAY PROJECT MANAGEMENT Track, manage, communicate efficiently Analytics FUNNELSOURCE Forecasting and pipeline analytics 5

6 Going Digital to Close the Deal Faster Organisations have invested significantly in CRM systems to manage critical customerfacing processes. Yet at the moment of truth when a contract needs to be executed many continue to rely on manual processes and printed documents. This slows the sales cycle, hurts close rates, adds costs, and limits visibility. Digital transaction management (DTM) enhances the value of CRM by eliminating manual, paper-based processes. DTM accelerates time to revenue, lowers costs, increases security and compliance, and delivers a better customer and sales rep experience. Led by DocuSign, the global standard in digital transaction management and the most popular electronic signature app on the Salesforce AppExchange, DTM enables preparation, execution, and management of transactions in an all-digital environment. DocuSign s solution is a proven alternative to: Going digital can meaningfully affect every part of the organisation. DocuSign experienced it first-hand going completely digital in its own operations. Printing Faxing Scanning Overnight By digitising the most important step of the customer relationship closing the deal companies can give customers what they want, when they want it. DocuSign is changing how business gets done by empowering anyone to transact anytime, anywhere, on any device. Companies that use DocuSign have dramatically decreased their sales cycles, closing more contracts and increasing revenue. 6

7 Enterprise-Wide Impact of DocuSign Sales Human Resources Finance IT/Operations Legal $63.31 $ % 13 to 2.5 days 70% Incremental revenue per sales contract Saved for every candidate offer letter sent Cost reduction per compensation adjustment Reduction in time to complete asset audit for entire organisation More efficient executing NDAs & contracts Marketing Facilities Support Product Management Procurement 5.9x Faster turnaround of customer 100% 83% 4 days 5.5x Reduction in errors for leasing More efficient processing account Removed from release authorisation Faster turnaround of MSAs, SOWs 7

8 Immediate Value Delivering extraordinary ROI by making it easy, fast, and secure to collect and process contracts all without ever leaving your CRM. Close More Deals Faster With improved contract turnaround time Results from DocuSign s Solution DocuSign is used across industries by more than 225,000 customers and 85 million users. DocuSign is the #1 esignature app on AppExchange and is #1 with all analysts including Gartner, Forrester, Aragon, and Ombud. It s the reason why an average of 950,000 transactions are DocuSigned every day. DocuSign s technology solution improves the speed of closing deals, increases the close rate and revenues, streamlines workflow processes, reduces paper, decreases costs, reduces errors and improves compliance, produces tremendous value, and delivers an extraordinary ROI. Users just DocuSign and go to keep business moving forward. Cut Operating Costs Example: $19.53 savings per document Increase Accuracy With two way data flow Be Mobile Close deals anywhere, anytime Maximize CRM Investment Example: 300% increase in CRM usage organization-wide 8

9 Just a few of the many examples of outstanding results achieved from DocuSign are: 80% reduction in customer contract completion time, from 2 weeks to 2 days 100% increase in the number of centrally recorded contracts Increased close rate by 30% Eliminated paper from contract cycle by 85% 300% increase in Salesforce usage Savings of $43.25 per document 9

10 Value of Integration with Many Other Apps Before launching DocuSign, Salesforce averaged 2 days to close a deal. With DocuSign: One of the most powerful capabilities of the integrated app model is the ability to incorporate multiple complementary apps that work well together into an organisation s CRM. 1DAY 90% of deals are closed in 1 day For instance, as part of its own operations, Salesforce integrated several apps that work seamlessly with DocuSign s solution. It s a model that provides a good template for other businesses. Using Jitterbit, a cloud-based integration app to pull everything together, Salesforce merged the functions of DocuSign with a Configure, Price, Quote (CPQ app (Apttus and a compensation management tool from Xactly. The result is the ability to manage deals from start to finish without leaving the Salesforce platform. 1 HOUR 15 MINUTES 71% are closed in less than 1 hour Almost 60% in less than 15 minutes DocuSign s platform handles preparation, execution, and management of virtually any type of transaction in an all-digital environmental. 10

11 DocuSign also integrates with other leading CRM solutions including Microsoft Dynamics CRM, NetSuite, Oracle Sales Cloud, and SugarCRM. DocuSign for Salesforce is the most popular esignature app on AppExchange and ranked #1 by analysts like Forrester, Gartner and Ombud! DocuSign helps Microsoft Dynamics CRM customers send contracts for signature directly from the application. The DocuSign for NetSuite connector is the easiest way for NetSuite users to close more deals by collecting, tracking, and storing signatures from customers within minutes. Close deals faster with a digitized process that streamlines sales document signatures. DocuSign for Sugar 7 takes advantage of the new Sugar 7 platform to help sales users close business completely in the cloud. Users can configure and send envelopes from DocuSign; customers can sign documents from any browser or device in minutes. 11

12 Integrated Solutions that Enhance CRMs Even More DocuSign has identified and formed relationships with numerous solution providers whose apps and solutions enhance the value of CRMs. With Apposite s integration for Dynamics CRM, users create DocuSign documents from within CRM just like any other CRM activity. Carriersoft.com is the leading provider of customer management software for the auto transport industry. ConvergeHub integrates DocuSign s esignature and transaction management capabilities into its customer engagement solution for small business. FieldStorm mobilizes retail and FMCG sales teams and empowers management with real-time performance reporting. LeadTrac is a web-based lead, client, and data management solution ideal for businesses that need a secure, feature-rich online system for importing, uploading, and managing leads, campaigns, agents, appointments, agreements, electronic files, appointments, and more. NDA s industry-leading quote configuration and creation, costing, geocoding, and sales automation solutions for telecom carriers, resellers, and agents increase quoting efficiency and customer satisfaction. PS is a powerful merchant acquiring tool. It is an industry-specific CRM built on the Force.com platform. Professional Advantage provides software solutions built in Microsoft Dynamics. The staffing Back Office solution provides a powerful pay/bill and financial system that is compatible with leading front office solutions. 12

13 Integrated Solutions that Enhance CRMs Even More DocuSign has identified and formed relationships with numerous solution providers whose apps and solutions enhance the value of CRMs. SteelBrick provides easy-touse Configure Price Quote (CPQ) apps for high-growth businesses that increase sales rep productivity. Thunderhead.com helps maintain consistent conversations across all channels and touch points: digital (web, mobile, and social), print, and call center. TinderBox is the leading sales automation solution that helps businesses own their sales process from presentation to close with data-driven online documents. Vtiger CRM helps small and medium-sized businesses deliver a streamlined and meaningful customer experience across the entire customer life cycle by creating a single 360-degree historical view of each customer. DocuSign and Xactly work together to build incentive programs for small and large businesses. xsign is a plug-in for Microsoft Dynamics CRM that harnesses Microsoft Dynamics CRM, DocuSign, and Microsoft SharePoint into a powerful solution that helps companies close deals more quickly by automating key steps of the document-generation and document-signing processes. Zuora works with DocuSign to increase the efficiency of a business s subscription services. 13

14 DocuSign is changing how business gets done by empowering more than companies and more than 200 million users in 188 countries to send, sign and manage documents anytime, anywhere, on any device with trust and confidence. DocuSign replaces printing, faxing, scanning and overnighting paper documents to transact business. DocuSign enables organisations of every size, industry and geography to make every decision, approval, workflow and signature fully digital. DocuSign and Go to keep life and business moving forward. For more information go to docusign.com.au