Victoria Removals

Presented By:Gaurav Khanchi

Neemisha ChechiTariq Yussouf

CRM Applications for Small Business

Agenda

• Industry Overview – Removalist Industry

• Company Background – Victoria Removals

• CRM Review - Current CRM Landscape and Issues

• Market Research – SugarCRM, ZohoCRM, Salesforce 1

• Recommendation & Conclusion

(Reference: http://www.ibisworld.com.au/industry/home.aspx)

Industry Overview

Victoria Removals: OverviewA Small Moving

company based in

Melbourne

Established in 2010

by a highly experienced industry

expert

Serving mostly Metropolitan Melbourne &

Victoria

Furniture Moves, Piano Removals,

Pool Table Removals

Team of 25 Employees

14-16 customers on average daily basis, with up to

30 on Saturdays

65-70 queries or

quote requests via calls,

email, website

Approximately 75 % quote to

sale conversion

ratioKnown for

cheap prices

without compromising quality

Keeping things Simple

from Quote till the Move

Effective Job

Scheduling Mechanism

reducing costs

Recent high

growth in the

number of Customers

Growth Strategy

Improve customer interaction through single point of service

Enter into Long distance and Interstate Removals Market

Diversify Product & Service

Business Workflow: A Usecase

Current CRM Landscape

The Problems

ISSUES

Lack of Capabilities

Neglecting Customer flow

Mismanaged Time

Missed Tasks

Overtly Human

Intervention

Human Errors

Extra Costs

Unusable Customer

Base

No Historic Data

No Business Forecast

Boss be like.….

….Employees be like

….Customers be like

How really employees are?

The Impact

The CRM Upgrade Requisites

Task

S

ched

uli

ng

Acco

unts

&

Invo

i

cing

Boost new Business

Centralis

ed

Custom

er

Interactio

n

Auto

mat

ic

Dat

a B

acku

p

Auto

Remi

nders

Task Automation

The Marketplace

SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable CRM solution in the market.

Recognized by leading market analysts as a “visionary” company – Gartner, 2013

Sugar is deployed by over 1.5 M individuals in 120 countries and 26 languages

Zoho CRM frees the customer to do what you do best: selling. Automate tasks, improve workflow and focus on creating and capturing opportunities.

Capture leads from business website.

Connect all your apps. Connect all your devices. Connect all your customer data. All with one Customer Platform designed for the new hyper-connected world of customers.

Ranked the most innovative company in America by Forbes magazine.

Comparative Analysis

• Cloud Based Solution or Self Hosted Solution

• Open Source

• Customisation possible through add-ons and third party tools

• Widely tried and tested

• Limited support for Google Apps and Social Media Tools

• Low cost of usage

• Easy to get started

• Documentation , Videos available for training and support.

• Cloud Based Offering

• Screen personalisation options

• Widely accepted

• Great support for Google Apps

• Social CRM

• Low cost of usage

• Ease of start and options available to switch when business grows

• Support - Customer support available. Holidays – in 24 hours.

• SaaS Offering

• Limited end user personalisation

• Proven infrastructure and reliability

• Social CRM

• Mobile – All in one platform

• Expensive as compared to other available solution

• Support – online support and training to get started. Multi channel support.

SugarCRM features for Customer Support

Better and Consistent Customer Service

SugarCRM features for Executives

Customer insight Ease of work management. Powerful forecasting and sales predictions Low Cost Ease of Use

Recommendation

Conclusion

Questions ?

References

Victoria Removals Business Documents.

Salesforce One , Product Information . Available from :

http://www.salesforce.com/. [01 May 2014].

Zoho CRM, Product Features. Available from :

http://www.zoho.com/ [01 May 2014]

Sugar CRM, Products. Available from :

http://www.sugarcrm.com/ [01 May 2014]