Maximizer CRM: which edition is right for you?

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1 CRM: which edition is right for you? CRM 12 Summer 2012 features: Account and contact management LinkedIn integration Time management icalendar integration Task management and automation Sales force automation & forecasting Marketing campaign automation & management Customer service management Microsoft Office integration Outlook & Exchange synchronisation Business intelligence Workflow automation Partner relationship management Access options: mobile devices, Web, Windows desktop, remote synchronisation. Attract. Engage. Succeed. anywhere, anytime To succeed in today s economic climate, it is vital that you have the ability to effectively build profi table customer and prospect relationships from wherever you are. Being able to access and edit detailed information on leads, opportunities and customer service cases whilst on the move has become one of the hallmarks of successful businesses, who realise the value of a versatile CRM system. Enable your organisation to succeed with CRM 12 Summer 2012, giving you access to CRM through mobile devices, the web or your Windows desktop. The unparalleled combination of mobile and web access to real-time data, social profi le building and LinkedIn integration that the latest CRM offers, empowers you to attract, engage and succeed. With comprehensive but easy to use business intelligence, marketing, sales and customer service management tools and seamless integration with a vast array of popular programs, CRM delivers one complete CRM solution for one low price. Social Networking Build dynamic social profi les of customers and prospects through CRM 12 Summer 2012 s advanced LinkedIn integration. LinkedIn integration Social networking: Build dynamic social profi les of customers and prospects by linking directly to relevant social networks and LinkedIn profi les. Prospect and generate new sales opportunities with the ability to search, view and link directly to a contact s or company s LinkedIn profi le from Enhance the level of customer engagement with access to a contact s LinkedIn profi le and shared connections within a company Determine key contacts within a company to target those with the greatest infl uence in the purchase decision Improve customer service and build customer loyalty with an additional channel of communication. Social profile building Build complete customer and prospect profi les by capturing links to all relevant social networks in one place Obtain up-to-date information on your contacts with direct links to external websites and social media profi les (blogs, Twitter, Facebook, LinkedIn ). 2012, Software.

2 Business Productivity Increase productivity & work more effectively Communicate and collaborate more effectively with mobile access and Microsoft Offi ce Outlook integration. Mobile access for timely response With an intuitive user interface optimised for the latest technology mobile access enables you and your team to work productively and effectively regardless of where you are. Access CRM 12 Summer 2012 on popular mobile devices and tablets, including; BlackBerry, Apple iphone, Google Android, Apple ipad, BlackBerry and Playbook View and update your contacts, tasks, appointments, sales opportunities and customer service cases while on the road Monitor critical business key performance indicators in real-time from any location with mobile dashboards and take immediate action to maximize opportunities Plan your day of appointments and activities by mapping multiple customers with one-click access to maps and directions from customer records Improved usability on larger screens, to make access via tablet highly intuitive Enhanced column display, enabling you to view more information on a smaller screen, ideal for smart phone use Find contacts more rapidly whilst on the move with the quick search capability from the home screen and more comprehensive search options in address book Open documents associated with address book entries i Use swipe action to call or a contact with one touch Go straight to Google Maps via an address book entry. Seamless Microsoft Office & Outlook integration Communicate easily and work more effectively with seamless Microsoft Office integration. Seamless synchronisation between your Outlook and CRM 12 Summer 2012, add contacts and track and save correspondence automatically Create documents, letters, faxes and s with ease, including personalising with merge fi elds in Microsoft Word, storing customer communications under each contact record for easy reference Access and synchronise calendars and tasks between CRM 12 Summer 2012, Outlook and your smart phone and tablet Instantly export data (customers, opportunity lists and reports) to Excel with one-click for further analysis in a familiar environment. Web Access View, organise and retrieve key customer information easier and faster with improved web access performance and navigation tools. 2012, Software.

3 Enhanced web access user interface Target only the key information you need in one consolidated window and customisable views Increase user adoption with the modern and intuitive interface that is easy to navigate View and organise customer information quickly and easily with the new 2-pane window and fi lter options. Mobile access: Work productively and effectively anywhere, anytime, with intuitive and easy to use touch screens, optimised for the latest technology. Improved performance and usability Enhance the level of communications and reporting with Microsoft Offi ce, Word and Excel integration Ensure data entry and automated workfl ow consistency throughout the organisation with improved web administrator rights Increase convenience and fl exibility by accessing CRM through internet browsers while retaining control of your data stored within your premises Enhance customer service with the ability to upload a photo to a contact, or company address book entry Execute campaigns from the convenience of the web with access to full marketing campaign functionality. Improved speed and navigation Save time and increase productivity with improved navigation and faster response time to commands Improve the level of customer service with the ability to retrieve contacts, customer service cases and opportunities directly from a company record Increase effi ciency by performing actions and printing notes directly from a contact s record. Improved functionality Mobilise your sales force: Dramatically increase sales opportunities and win more revenue by giving your sales team the power to go mobile. Save time and money by inserting or updating address book entries via wizard driven HTML web-to-lead forms. Enhance contact understanding with a history following window which features a Facebook style feed that combines notes and documents into one chronological view Keep your CRM up to date with the latest tips, news and free documentation by connecting with Software s LinkedIn, Twitter and Facebook sites via your CRM Seamless synchronisation between your Outlook and ii, add contacts and track and save correspondence automatically. Sales Increase sales & close more deals Gain an edge over competitors and equip your team with the most impactful sales force automation solution that provides access to customer and sales information. Update customer, lead and sales information anywhere, anytime with multiple access 2012, Software.

4 does not have the limitations I know other software packages have. The program is also very flexible because you can add and change parts... We cannot live without this anymore Gerwin Eersen Managing Director Gflex, Nethelands options through a web browser or mobile devices and tablets Increase leads and close more deals by viewing and focusing on opportunities with the greatest potential (i.e. shortest lead time, highest revenue, highest probability) Document the entire history of each customer s lifecycle tracking conversations, transactions and incidents to help deliver greater value over time Manage unlimited companies and contacts, profi led using custom fi elds, such as lead source, industry, company size, and products. Measure performance and potential With wizard-driven dashboards, managers begin each day with a visual health check on leads, opportunities and deals in progress. Stay updated on team, territory and individual performance, ensuring accountability and the required level of motivation within your sales organisation Keep tabs on your biggest deals by staying alerted to important changes in their status Analyse opportunities and adjust strategy accordingly with instantaneous reports that deliver insight through sales pipeline funnels, lead summaries and forecast analysis Manage products, quotes and orders linked to sales opportunities to accurately track the entire sales and purchase cycle. Optimise sales resources Increase close ratios by modelling best sales practices that guide sales people through a proven process. Let the world know about your business: With CRM Summer 2012, marketing your business effectively to havest more leads has never been easier. Apply sophisticated, custom methodologies to better manage unique opportunities, or take advantage of simple Action Plans and built-in templates that keep straightforward deals moving ahead Drive more sales through channel partners with Partner Relationship Management lead assignment and forecasting Automatically assign leads and accounts based on territory rules ensuring that high potential opportunities fl ow to the appropriate teams and representatives Track the progress of deals in the pipeline with territory reports. Marketing Target precisely to maximize response & return on investment (ROI) With the powerful, built-in campaign manager and marketing engine, you can validate and execute more targeted, cost-effective campaigns. Spend your marketing budget wisely by measuring results and redirecting resources to initiatives that generate proven returns. Fill the sales pipeline with targeted leads Make the most of every outreach and ensure solid follow-up every time, by tightening up the tactics of your -based marketing. Target customers and prospects quickly with relevant content using easy profi ling and list 2012, Software.

5 management Comply with privacy, do-not-call and anti-spam legislation with out-of-the box, system enforced safeguards. Identify what works by tracking campaign results Automatically calculate campaign ROI instantly see conversion rates, evaluate the cost of customer acquisition and interpret response rates to focus on what s working. Love what will do for your company: Whether it be fi lling your sales pipeline or enhancing customer service, there are so many reasons to love CRM! Track the progression and outcome of opportunities by campaign to determine the link between targeted marketing and closed deals View campaign response rates at-a-glance to identify which tactics are most successful. Improve marketing productivity Effectively manage marketing resources to optimise time and budget on high-yield projects that contribute to the bottom line. Keep track of important campaign details and deadlines by assigning step-by-step action plans to team members Share marketing collateral and documents across your organisation to ensure consistent branding and communications Save time and money by inserting or updating address book entries via wizard driven HTML web-to-lead forms i. Business Intelligence Make swift, effective business decisions, seize opportunities and refi ne processes with real time key performance metrics and status reports. Dashboards Never stop driving sales: Manage opportunities and your sales team from wherever you are. Quicker, more comprehensive and more customisable dashboards than ever before Gain instant views of business metrics with an automated dashboard template that you can use right out of the box or customise to capture your own unique key performance indicators Share key metrics, save time and improve visibility across the organisation with the ability to dashboards. Reporting Save money and time by utilising built-in SQL Server Reporting Services (SRSS) Quickly and easily retrieve the reports you need with access to built-in reports for each of the main CRM modules (i.e. Sales Opportunities, Marketing Campaign ROI, Customer Service cases). 2012, Software.

6 Customer Service & Support Resolve issues faster to maximize your customer satisfaction Highly compatible: CRM 12 Summer 2012 can be accessed via a wide range of browsers. Shape your customer s experience by providing your service and support teams with the information and tools to interact and resolve issues quickly and effi ciently. Satisfy customers by delivering exactly what they need, when they need it, helping them to become selfsuffi cient. Leverage new found customer confi dence to cross-sell, up-sell and promote repeat business. Navigate service issues to rapid resolution With timely access to product and customer information, service representatives deliver greater value on every call. Track, escalate and resolve customer service issues received through any incoming channel (phone, or web) to ensure follow-through on every interaction Resolve issues faster with a central repository of critical customer case details and a knowledge base of common incident resolutions Enhance contact understanding with a history following window which features a Facebook style feed that combines notes and documents into one chronological view Manage resource allocation to ensure your team s profi tability Give service representatives access to the big-picture view of where to focus their efforts for success and the tools they need to be more effi cient on every interaction Make the best use of specialised knowledge by assigning and escalating cases based on expertise Get clarity on interaction volume and assign staff to match demand on products, service lines or channels Ensure service agreements are renewed on a timely basis by tracking contract expiry dates. Respond rapidly to all customer issues: Increase customer loyalty and case resolution times by monitoring and accessing customer service cases on the move. Measure and improve service quality Automate internal processes to prompt reps at every step and track team performance. Deliver timely service by automatically notifying reps of new case assignments and overdue cases Analyse case queues to ensure customer satisfaction and retention remains high Gain a clear view of your overall service record with real-time access to critical customer service metrics through the dashboard. Usability and Productivity Enhancements Direct links to SharePoint documents Save time and access the most-up-to date information with hyperlinks to SharePoint documents, directly from the company library icalendar integration and appointment management Set-up and manage appointments seamlessly with internal colleagues and external customers using the most popular calendar applications Stay on track with two-way synchronisation of appointments between CRM & Outlook calendar and any mobile device. 2012, Software.

7 Dependent tasks: Ensure processes are followed and consistent customer experiences are delivered. Dependent tasks Ensure compliance regulations are met by setting up an action plan whereby each task is dependent on the previous one being completed Deliver a consistent customer experience by ensuring set processes are followed. Expanded form customisation and display options View and navigate with ease through a customisable layout of all of the key information required based on specifi c business needs Save time and target only the information you need with customisable views. Enhanced search and view filter options Built-in reports: gain instant views of business metrics wherever you are, with an automated dashboard Filter communications, lists, searches, and opportunities based on most commonly used date ranges, ascending/descending order and/or only those created by the user Increase effi ciency with quick access to and categorisation of information based on selected criteria Maximize productivity by sending personalised, tailored messages to an number of contacts by merging customer information from opportunities, customer service or address book modules Search, print and export (in your preferred format) the most relevant information in using the date fi lter option in notes and documents Conduct faster searches with the ability to choose only your own column setups, favorite lists or saved searches. A CRM that fits you: CRM is a completely customisable CRM that fi ts around you. 2012, Software.

8 Compare Editions Quick Access: Use swipe-action on smart phones and tablets to phone or a contact from. CRM has already added real value to our business operation and we intend to build on this. It epitomises what CRM should be a customisable, easy to use, full service solution Richard Harris Managing Director Lely Ireland User Features Sales CRM12 Summer 2012 CRM 12 Versions CRM 11 CRM 10.5 Capture campaign sources for leads and opportunities merge fi elds Sales quota management iii Account management Improved Sales opportunity monitoring - real time alerts Web-to-lead capture forms Improved Search for contacts by Account Manager Improved Merge templates Autosave s Hotlist to manage sales calendar Improved Direct access to LinkedIn, Facebook and other web properties search Sales opportunity management Territory management iii Quote management Partner relationship management Sales process methodology - lead management & forecasting Sales forecasting Sales executive dashboard Reports - sales funnel, lead summary, opportunity analysis & Improved pipeline reports Sales strategies & action plan Interactive organisational charts Marketing Advanced campaigns return on investment management Online automated campaign templates Web-to-lead capture forms Improved Autosave s Campaign management - response metrics Improved Hotlist to manage opportunities Improved 2012, Software.

9 Create more leads, close more sales: Effortlessly provide sales with the leads they need using web-tolead forms. Built-in reports: Gain instant views of business metrics with an automated dashboard template. User Features CRM12 Summer 2012 CRM 12 Versions CRM 11 CRM 10.5 Built-in marketing reports Online access to Campaign Manager Multiple landing page tracking Online templates campaign respondent lists Campaign ROI calculator Lead summary reports Marketing action plans Automatic opt-out by campaign subscriber Real-time alerts on lead status updates, suspended & late campaigns iv Automated campaigns Automated fax and print campaigns Automatic block sending to donot-solicit contacts monitoring and automatic replies iv Campaign failure alerts Lead capture from website Improved Customer segmenting with custom fi elds Customer list management Customer Service & Support Web links to Knowledge Base articles Setup notifi cations Customer timelines Autosave s merge fi elds Case management (assigning, routing, queuing) Case resolution Case creation directly from incoming Customer service executive dashboard Reports on overdue cases, case billing 2012, Software.

10 Dashboards: Share your view with others to convey important issues immediately. Cutting edge user interface: CRM 12 Summer 2012 features a vastly improved user interface for tablets and smart phones. User Features CRM12 Summer 2012 CRM 12 Versions CRM 11 CRM 10.5 Knowledge base Real-time alerts for case overload, overdue cases, status changes iv monitoring and automatic replies iv Service billing Customer self serve web portal v Business Productivity Dashboard sharing via Dashboard sharing via web Dashboard performance Improved SQL Server Reporting Services (SSRS) Improved Wizard-driven dashboard for simple creation Dynamic drag and drop to change dashboard layout and graphs Pre-formatted reports (, Crystal Reports, Microsoft SSRS) System dashboards (created automatically when system upgraded or new database created) Support for Crystal Reports, Crystal Reports Server and Microsoft SSRS Mobile Access for Smart phones and Tablets Major user Interface transformation Support vii for iphone, ipad, Android Smart phones & Tablets, BlackBerry Full page and column view Hotlist creator and notes shown Optimised view for tablets Quick search One-click to phone and/or Web-to-lead capture forms Edit user-profi le Multi-user appointments Conduct reports based on user activity, opportunities and campaign response metrics 2012, Software.

11 Never be late for a meeting: With access to Google Maps via address book entries, you ll never loss your way to a business meeting again. Highly compatible with Blackberry : Use a comprehensive mobile CRM package developed especially for Blackberry users. User Features CRM12 Summer 2012 CRM 12 Versions CRM 11 CRM 10.5 View availability for multiple users Manage key fi elds Date fi lters for notes & documents Compose dialog Delete appointments and tasks Mobile dashboards Manage customer service cases Manage sales opportunities Improved View and share documents One click access to online maps Improved notifi cations for appointments Manage accounts and contacts Customise key fi elds MaxMobile CRM for BlackBerry Favourite lists support Appointment notifi cations and response Filters for notes & searches Organising saved searches and favourite lists Real time, multi user updates notifi cations for appointments Support for video, voice and image capture and storage to records View, editing and creation of documents Full page and column view Hotlist creator and notes shown Optimised view for tablets Quick search One-click to phone and/or Web-to-lead capture forms Edit user-profi le Integration with BlackBerry GPS and multi-location maps Multi-user appointments View availability for multiple users 2012, Software.

12 Document Library: Keep a complete history on your contacts by saving document to address book entries. Empower your workforce with customisation: Everyone has a different way of working, use s comprehensive customisation features to empower each member of your organisation to work the way they want. User Features CRM12 Summer 2012 CRM 12 Versions CRM 11 CRM 10.5 Integration with BlackBerry and Google maps Mobile dashboards Integration with BlackBerry , address book & phone Wireless/remote deployment for BlackBerry One-click access to maps and directions Phone/ /SMS logging Document library Customer service case management Support alarm for appointments and tasks Internal Collaboration & Productivity Task ordering, dependencies and sequencing in action plan Appointment management with external contacts Direct links to external documents & social media profi les Calendar synchronisation using web access only Calendar with product/category tracking Multi-user calendar appointments Calendar with resource & location management Task management and assignment Company-wide document management and sharing Letters, faxes with merge fi elds Customers and prospects action plans Contact Management & Customisations Social media profi ling - LinkedIn integration Editable my user profi le Photo attachment to each Address Book entry Duplicate record checking 2012, Software.

13 Filtering options: View what matters to you by customising your fi lters. Integration without the hassle: Seamless integration between your CRM and popular offi ce applications. User Features CRM12 Summer 2012 CRM 12 Versions CRM 11 CRM 10.5 Search catalogue & navigation Filtering options on favourite lists, column setups, search catalogues, notes and documents Key fi eld customisation & display options User-defi ned custom fi elds organisation Formula user-defi ned custom fi elds Conditional rows colouring/ highlighting Customisable Home Page (My Work Day) Import/export data in standard formats Support for HTML Unlimited user-defi ned custom fi elds Advanced searching with multiple criteria and list manipulation Account notes and documents Customisable column views Usability & Supported Integrations Web access user interface Web access speed & navigation MS Word add-on , tasks, calendar integration with Outlook Improved toolbar in Outlook Improved All access licensing (desktop, web & mobile) Optimised ribbon style interface Improved Support for Internet Explorer vii and Firefox vii Improved HTML notes Associate column view to catalogue searches and favourite lists Support for international time zones , task, calendar integration with Microsoft Exchange Server 2012, Software.

14 We found refreshing and very easy to use; the office team got to grips with the system very, very quickly Andrew Wise, Director, Thames Valley Asset Finance Let your CRM do the work for you: Use workfl ow automation to let CRM do the work for you. User Features CRM12 Summer 2012 CRM 12 Versions CRM 11 CRM 10.5 Works with Microsoft Excel Works with Microsoft FrontPage CTI (Computer Telephony Integration) Customisable on Microsoft.NET framework iii Remote synchronisation iii Order Management Quote management Order management Customer online order tracking Credit card processing Product catalogue Business Processes & Workfl ow Automation Business activity monitoring & alerting iv Business process automation Automatic report distribution iv monitoring and response iv Architecture, Security and Administration SSRS reports and security extensions (web only) Improvements to SQL Express storage capacity 10GB 10GB 4GB Improved MaxExchange distribution confi guration Support for 64-bit Microsoft SQL Server editions Support for 64-bit Microsoft Windows Operating System Meta data layer through interface customisation utility Customisation suite Full & read-only access settings Field-level security Role-based security groups Support for Microsoft Sytems Management Server (SMS) software distribution and installation Administrator controlled live update 2012, Software.

15 A completely versatile CRM: Access and edit your CRM via your offi ce desktop and personal mobile devices. User Features 128-bit cypher public key encryption SQL Server iii and SQL Server Express vi database Windows authentication for SQL Server Single sign-on for Windows desktop and web access CRM12 Summer 2012 CRM 12 Versions CRM 11 CRM 10.5 i and MaxWord type docs are opened in HTML format, other document types are opened using an application associated with that document type ii Requires Outlook Add On at additional cost iii Only available in Enterprise Edition iv Workfl ow automation add-on required v Requires customer portal add-on vi Only available in Group Edition vii Available on selected latest versions viii Supported on specifi c mobile OS versions. See our support products for more details. For a complete list of supported products, visit supported-products or call Software on +44 (0) , Software.

16 About Software Software delivers Customer Relationship Management (CRM) software and professional services to meet the needs, budgets and access requirements of entrepreneurs, small and medium businesses and divisions of large enterprises. Simple, easy to use and affordable, CRM enables companies to mobilise their workforces through all-access web, smart phone, tablet and desktop delivery methods. Easily confi gurable for organisations in any industry, CRM optimises sales processes, enhances marketing initiatives and improves customer service to ultimately boost productivity and revenue. With headquarters in Canada and offi ces and business partners worldwide, Software has sold over one million licenses to more than 120,000 customers since Technology Partners Certified Solution Provider Why CRM 12 Summer 2012? Simple & Quick to deploy, learn, use and maintain Access Options through web, desktop, smart phones and tablets Value for money with low total cost of ownership Expertise as a leader in pioneering CRM development, with more than 20 experience. Visit for: A test drive of the latest release Information showing how CRM can support your role: sales, marketing, service, executive and IT Information on CRM LIVE and Contact Management An overview of features and technology Online demos and videos White papers and webinars on CRM best practices. CRM helps small and medium-sized businesses maximise sales, customer satisfaction and profi tability through increased business productivity and optimisation of limited resources. 2012, Software.