Contact us for the full, detailed 20-page CRM Software Review for Goldmine Premium Edition CRM or any of 30 other major CRM applications.

Transcription

1 About this Review Thank you for requesting this executive summary of ISM s comprehensive CRM Software Review for Goldmine Premium Edition CRM. Since 1989, ISM staff has tested dozens of software packages annually from CRM vendors around the world. Each review is currently based on 179 criteria, drawn from input we ve received from senior executives and sales, marketing and customer service personnel. ISM receives no money from any vendor it reviews, to ensure 100% objectivity. Vendors must fully demonstrate their functionality for each criterion. About ISM Since 1985, ISM has created & implemented strategies to delight the customers of best-inclass organizations worldwide. ISM provides solutions that maximize user-adoption, ensure seamless collaboration between customer-facing functions and enhance customer engagement. We combine strategic vision with powerful technologies and tools to deliver actionable strategies that lead to an optimized customer experience, improved customer service, better-calibrated marketing programs and ultimately, to increased customer acquisition, retention & growth. Let us review your current customer-facing technology programs and activities, and ready your organization for 2030 and beyond. Contact us for the full, detailed 20-page CRM Software Review for Goldmine Premium Edition CRM or any of 30 other major CRM applications. David Badner dbadner@ismguide.com 6900 Wisconsin Avenue, Suite 505 Bethesda, MD (301) contact@ismguide.com

2 Goldmine Premium Edition CRM at a Glance: Business Functions Contact Management Account Management Sales Management Time Management Customer Contact Center Customer Service Telemarketing/Telesales Marketing Lead Management Business Analytics e-business Project Management ERM Field Service Mobile CRM Social CRM Functionality Real Time Features User Friendliness/Support Evaluation of Business Functions LIMITED GOOD STRONG Strengths: Contact management Sales management Time management Telemarketing/Telesales Account information Customer self-service Automated response Literature fulfillment Incident escalation Marketing encyclopedia Pre-defined queries Leads routing Data synchronization P a g e 2 Weaknesses: Lack of e-business Limited project management Limited ERM Third party expense reporting Third party order entry Lack of customer engagement tools

3 Executive Summary Goldmine Premium Edition (GPE) CRM is a Web-based enterprise customer relationship management solution. The GPE CRM suite has strong functionality in contact management, sales management, time management and telemarketing. The software additionally has good functionality in account management, customer contact center, customer service, field service, marketing, lead management, real time features and business analytics. The LAN client of GPE offers views of database information presented as a series of windows. The contact view of the data is the main information window. Text and icon menu items allow users to access various functions associated with a particular contact or company (e.g., schedule an event, send an , etc.). The tabbed folder structure available in each contact record allows users to access browse table items of information such as profiles, history, links, etc. Tabs can be customized based on contact criteria. A summary tab shows at a glance information such as last contact, last attempt, previous result, next action, etc. Fields within GPE can be set to be auto-populated. Documents associated with a particular contact can be attached via drag and drop from MS-Explorer. All activities for a contact or account are indicated in the Pending or History tabs. GoldMine supports tracking the history of a property rather than a seller and buyer record for real estate business model. Also, this interface can be applied to tracking a legal case, defendants, witnesses, plaintiffs, and lawyers. Opportunity management The opportunity management feature allows for input and linking of extensive opportunity related information such as actions, deadlines, stages, etc. Opportunities and projects can be viewed graphically in a Gantt-like chart. Sales metrics for sales reps can be customized within the built-in reporting engine or via integration with Crystal Reports. The Manager s Console feature can be set up to monitor critical sales metrics and place problematic sales into a red warning zone. Sales metrics queries and default gauge thresholds can be set up via the Metric Indicator Wizard feature of the Manager s Console. In addition, sales metrics can be colorized to indicate priority or status. Time management The Goldmine calendar provides day, week, month, year, outline (i.e. hierarchical tree), and Planner views. The Goldmine calendar offers bi-directional synchronization with MS-Outlook. Users can drag and drop scheduled items between views with automatic update of the associated contact records. Scheduling can be done manually or automatically. icalendar integration with MS-Outlook or Lotus Organizer allows users to share calendar information regardless of whether the other attendees are part of the same company, as long as they have a contact record in GPE; users can collaborate via icalendar to schedule meetings to both the attendees' external calendar, and the scheduling user's GoldMine calendar. Calendar publishing capabilities allows users to publish their calendar to HTML for sharing with other non-goldmine users via the Web. Free/Busy support allows GoldMine users to view the availability of non-goldmine users within GoldMine when scheduling, and vice-versa. Customer service Customer contact center functionality includes customer self-service features accessed via User ID and password access over the Web from the GPE Self-Service module. The System Administrator can set up an automated template message to be sent in response to specific text or keywords within a customer/prospect s message via configuring the Rules Center feature within GSM. Workforce routing rules to route tasks and incidents to the appropriate staff by various criteria (e.g., expertise, level of experience, etc.) can be set up via a Wizard function in the GPE Business Rules Editor. Interactive support features such as Web chat functionality can be found via the add-on GPE Plus Call Center module. P a g e 3

4 Incident information can be placed within the Call Record feature. The user can set up a target completion date, a requirement for acknowledgement of the incident by the assigned customer rep and a resolution date. Incident escalation processes can be customized via the Business Rule Editor. Field service Field service calls can be scheduled and dispatched to the field service staff via the Web interface on an iphone device. The dynamic branch script builder enhances telemarketing functionality. Various responses to a script can be captured and viewed. Information from the InfoCenter can be linked for use during a telemarketing campaign. Various built-in reports can be accessed to show the results of call campaigns. Reporting GPE uses the Goldmine Reporting Engine. Incident reports and other customer service related reports require Crystal Reports. Marketing management, Lead management The InfoCenter provides a good marketing encyclopedia. The interface allows for drill down and previewing of any document (e.g., presentation, spreadsheet, chart, graphic, etc.) present in the InfoCenter. Literature requests can stipulate method of fulfillment (routing), attachments, contact, send date, alert and cover letter to be included. The Literature Fulfillment Center displays literature available, literature requested, queued documents and printed documents, for various timeframes. GPE have some excellent features in marketing and lead management. The InfoCenter provides the ability to link all types of documents (e.g., word processor, spreadsheet, and graphics) and URLs, as well as set specific read/ write access settings for users. Using the leads analysis feature, users can view a browse list of lead details such as the source, number of open leads, number of closed leads, ratio of closed to total leads, sales, and potential as well as analyzes sales and profit, cost of lead source, cost and profit per lead. Business analytics features include pre-defined reports within the built-in reporting package, 300 pre-defined keyword field searches in the Call Group feature, a dashboard interface of key indicators and threshold alert capabilities. Customization The Automated Processes function permits the System Administrator to create a series of software agents, which can perform pre-defined actions on all contact records, a specific group of contacts or any individual contact. For example, the System Administrator can set up an automated process in which a user entering a new contact record within the Goldmine system will receive a pop-up alert to remind that the new contact should receive an introductory letter. After the introductory letter has been printed, the automated process can then automatically schedule a follow-up call for the new contact. Limitations GPE are limited in some key areas. The package lacks built-in e-business functionality. Additionally, Goldmine is limited in project management and ERM. Nonetheless, the available Web client provide access to key information and functionality of GPE. Also, Goldmine has integration with third party software vendors (e.g., Goldmine ISVs) that provide many aspects of the functionality the core products lack. P a g e 4

5 Contact COMPANY HEAT Software ADDRESS 490 North McCarthy Blvd. CONTACT Paul Petersen Milpitas, CA TOLL FREE (800) PHONE (630) WEBSITE FAX (617) Company Profile YEARS IN BUSINESS 25 PRICE MULTI-USER See Pricing Section NUMBER OF EMPLOYEES 400 SERVER N/A LICENSED SEAT/USERS SOLD LAST 12 MONTHS 5,000 TOTAL NUMBER OF CUSTOMERS LANGUAGES AVAILABLE LIST OF RESELLERS 1,100+ companies German, Spanish Over 100 worldwide. Pricing Multi-User (per seat): Average price is $995 per seat. Server: Price is to be negotiated with the customer. P a g e 5