crm solutions - the choice is yours

7/28/2019 CRM Solutions - The Choice is Yours

1/10

. .Author: Temeko Richardson


2/10

Topics Discussed

Top Tier CRM Solutions SugarCRM

CRM OnDemand

a es orce.com


3/10

Features Area High-Level Information

Architecture Multi-tenant

Hosting Options

Multiple companies have their enterprise CRM tool accessible from oneenvironment. There is no maintenance associated with this approach.

Customer can choose to have hosted in SugarCRM cloud, hosted by a partner,onsite, or host in a public cloud (e.g. Amazon, Rackspace, etc.)

Development Open SourceModel

Communities of developers exist to share code to add functionality to the coreproduct through SugarExchange with PHP development.

Customization is the most limitin of all the hosted CRM solutions. Most

Review 1 Sugar CRM

revisions require development, customization toolkit, and scripting.

Integration Services Model To date can handle most web service and SOAP calls but does not have directintegration connectors to key systems that might need real-time information.(e.g. Oracle Financials, Peoplesoft, marketing tools, etc.) More development isrequired for services to be incorporated at endpoints than other hosted CRMsolutions.

CRMFunctionality

Basic CRM

Functionality

Solid Basic Functionality (Lead, Oppty, Contact, Account) with limited to no

changes unless revised customization is required.

Storage Data Capacity Archiving Recommended Strongly or additional storage plans must bepurchased because of the limitation of 30GB storage for most advanced edition

Corporate.

There are 2 FTP downloads of customer data allowed per month.


4/10


Workflows Automated Business Rules Simple workflows are allowed but development is required toimplement business rules that otherwise, could be revised easilywhen simple changes occur.

UserInterface

UI Flexibility Limited in the capability to change the look and feel to blend into abranded user interface.

Marketing Campaign Mgmt

Email Integration

Email Marketing, Campaign Tracking, Lead Conversion

Gmail, Outlook, Lotus Notes

Review 1 Sugar CRM (continued)

Collaboration

Social Media Integration

Google Docs, Online web conferencing

Connectors to Facebook, Hoovers, Jigsaw, LinkedIn, Twitter,ZoomInfo

Call Center Incident Mgmt

Call Handling Queues

Case management, issue tracking, resolution workflows, incidentprioritization

Reporting/Analytics

Dashboards Robust ad-hoc reports internal to the solution

Mobile Offline synchronization not for Android marketNo specific functionality customized for mobile devices


5/10


Architecture Multi-tenant

Single-Tenant

Multiple companies have their enterprise CRM tool accessible from oneenvironment. There is no maintenance associated with this approach.

Can pay a premium to have own pod to not share downtime and

upgrades with other companies if on the multi-tenant architecture. Thisis mostly purchased by companies that are regulated with privacy andsecurity guidelines.

Development Java and .NET programming

Review 2 CRM OnDemand

Integration API Web services onDemand API to connect to multiple systems with weblinks, mashups, RSS feeds, and Javascript

CRMFunctionality

Extensive Capabilities Sales, Marketing, Service, Call Center, PRM

Additional Pre-built plug-ins to Oracle e-Business Suite

Storage Data Capacity Standard:-30MB per license for multi-tenant architecture-60MB per license for single-tenant architecture

15K records per 30MB

Workflows Automated BusinessRules

Simple workflows are allowed but development is required to implementbusiness rules that otherwise, could be revised easily when simple

changes occur.


6/10


UserInterface

UI Flexibility Limited in the capability to change the look and feel toblend into a branded user interface with standard tools.

Marketing Campaign Mgmt

Email Integration

Social Media Integration

Lead Management, Campaign Tracking, Lead Conversions

Office, Lotus Notes

None To Date

Review 2 CRM OnDemand (continued)

Call Center Incident Mgmt

Call Handling Queues

Rich in functionality for case management, issue tracking,resolution workflows, skills assignment, and incidentprioritization, and integration with CTI systems

Reporting

Analytics

Ad hoc analysis available and customizable via OBIEE and

Oracle DBMS combination

Easy to create dashboards across all stored internal dataand integrated with data warehouse

Mobile Connected Mobile Customize basic views on custom objects for online andoffline synchronization

Less user-friendly than SFDC OOB mobile functionality


7/10


Architecture Multi-tenant Multiple companies have their enterprise CRM tool accessible from oneenvironment. There is no maintenance associated with this approach and the

success rate of uptime is over 99%. The customer may also request to bemoved to a pod environment that gets updates last rather than first, especiallyif there is custom functionality that could potentially not work in a 24 x 7 x 365shop.

Development AppExchange The Force.com AppExchange allows developers to provide certified additionalmodules for customers to increase functionality in an iOS AppStore or Android

Review 3 Salesforce.com

Development

PaaS

Mar et environment.

APEX development is a cross between C# and Java and provides the flexibilityto add custom functionality that would ordinarily be developed in standardprogramming languages.

Platform as a Service allows each customer to create core functionality that canreside on any SFDC hosted solution. Special licensing allows this to be possible

without taking advantage of the CRM expertise within the core modules.Integration Services Model Easy REST integration and set up of endpoints for system interfaces to pass

and accept data.

UserInterface

UI Flexibility Extremely flexible with changes that can be made to revise the user interfaceto blend in with a corporate brand. The internal VisualForce framework allowsfor SFDC usability to be incorporated into different types of navigation.


8/10


CRMFunctionality

Customer 360Profile

Collaboration

Tracks the conversion of a Lead to an Account via the Opportunitywith all interim activities related to a customer. Detailed securityand provisioning allows permission sets to be granular forcomplex blended roles.

Chatter provides the cross-organization collaboration to preventteam from working in silos and enable upsell opportunities tomanifest in a streamlined environment with sharing of informationbetween colleagues across the MSG enterprise.

Review 3 Salesforce.com

Sites Customers or partners can have a special system to enter keyinformation that can be associated to their MSG experience andused later for specialized marketing. This can have a celing formillions of fans to enter new ideas for the MSG family ofbusinesses.

Storage Based onversions

Minimum per organization 1GB120MB data + 100MB file per user license (one record = 2K ofstorage)-250 records = 0.5 GBAdditional 500MB Data = $125/month

Workflows AutomatedBusiness Rules

Advanced workflows can be configured and changed dynamicallyto enable business rules that can make notifications, change fieldvalues, process requests, request approvals, releasing comptickets, etc.


9/10

Other Things To Consider

Total Cost of Ownership Maintenance, Hosting, Licenses, Data Storage, Personnel

Implementation Time

Depends on product and complexity of requirements

Scalability Additional Users and Data

Integration with other systems

Upgrade capabilities

Flexibility to add more functionality to the solution that doesnot directly relate to CRM

Integration with Social Medium


10/10

Contact Information

Customized CRM Selection CRM Implementation

Business Intelligence

Predictive Analytics with Big Data and Extreme Data

TSG One Stop

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crm solutions - the choice is yours

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