CRM Technology. Chris Claussen Doug Kelly Karen Benefield. Connections 2011 July 18 th 22 nd 1

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1 CRM Technology Chris Claussen Doug Kelly Karen Benefield Connections

2 Equipping your staff with the necessary tools to enable them to do their job effectively is crucial in today s competitive market. Having access to critical customer information when sales people are on the road or at customer sites can help drive revenue and keep customers satisfied Today s challenge for an IT Director is keeping everyone connected and informed in lightning speed; worrying about the IT budget in today s economic climate and everyone wants the latest gadget. Just as you think everyone is settled, new technology is announced. Not even available to purchase yet, but your staff is begging to be first in line. Everyone wants the computer to do all their work and now they don t even want to have to dial a phone number. (CTI) 2

3 CRM is a Web based software Uses any Internet capable device CTI Technology Knowledgesync can monitor and notify New Outlook 2010 Integration 3

4 You can connect anywhere in the world with the World Wide Web 4

5 Connect with: Blackberry Android ipad Laptop iphone Motorola Xoom 5

6 Sage CRM CTI CRM CTI provides CTI-enabled users with telephone functionality from their desktops, via the Sage CRM interface All phone numbers in CRM display as hyperlinks Hyperlinks enable you to make outbound calls with one click When receiving inbound calls, if there is a matching number in CRM, the contact will be listed in the Active Calls field for all contacts with the matching phone number If the caller is a CRM user, it will show as an Internal call in the active window CTI call screens can be user specific to your department Increase efficiencies, speed connectivity and accuracy of data to correct customer 6

7 Connections 2010 July 21st 23rd 7

8 Intelli-CTi for Sage CRM Improves customer service: Identifies caller and company immediately Access sales and other information before they ask for it Access to communication history and what I purchased last time Reduce costs, call times, and overhead Provide more service to your customers in less time It s included with Sage CRM 8

9 Using Intelli-CTi 9

10 New Dashboard, includes CRM icons plus Intelli-CTi 10

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12 KnowledgeSync With their extensive collection of pre-configured Alerts Events and Alert Conditions you can have the information delivered to you via on your Smart phone 12

13 Outlook Integration New Outlook 2010 Ribbon 13

14 Sage CRM for iphone 14

15 In the iphone Environment: Improves Customer Service by enabling users to access real-time customer information, view customer cases and manage opportunities and leads Enables users to quickly search and update contacts, opportunities, leads and cases Increases sales team productivity by providing them with the ability to access customer information in realtime Enables users to get started quickly and easily thanks to rapid deployment and setup 15

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18 Google Maps added to

19 CRM with MAS Integration MAS Extended Enterprise Suite Integration Greytrix Integration 19

20 MAS EES Integration Customer Inquiry History Invoice View Open Invoice View Customer Payments View Sales Order View History Order View Shipping Invoice History View Open Rma View 20

21 Customer Inquiry 21

22 History Invoice View 22

23 Open Invoice View 23

24 Customer Payments View 24

25 Sales Order View 25

26 Greytrix GUMU Integration 5 Additional Tabs in CRM MAS Customer AR Inquiry Order Inquiry Sales Summary Item Sales History 26

27 MAS 90 Customer 27

28 AR Inquiry 28

29 With Invoice Drill Down 29

30 Order Inquiry 30

31 With Drill Down 31

32 Sales Summary 32

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34 Item Sales History 34

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38 Questions Connections