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BAASS Connect 2015
Getting Your Business on Board with Customer Relationship Management
BAASS Moderator: Zainab Salihi Guest Speaker: David
Beard, Sage CRM
@baassbiz #BAASSConnect15
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Sitting comfortably?
@baassbiz #BAASSConnect15
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@baassbiz #BAASSConnect15 Source:
@DU_Press
“… digital transformation isn’t really about the technologies”
MIT Sloan Management Review / Deloitte Digital
BAASS Connect 2015
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Customer Relationship Management
Generally “CRM is a business
strategy designed to optimise profitability, revenue, and customer satisfaction”
Inside a Business Increase Revenue
Avoid Costs
Improve Service
@baassbiz #BAASSConnect15
BAASS Connect 2015
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Why CRM is, more than ever, imperative
@baassbiz #BAASSConnect15
BAASS Connect 2015
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@baassbiz #BAASSConnect15
Reduce CostsAvoidCosts
IncreaseRevenue
ImproveService
The IRACIS drivers
BAASS Connect 2015
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What’s the view of your“Firm of the Future”?
Performance metrics that business excellence
Aberdeen Group researched 104 companies, studying overall sales effectiveness and, specifically:
How they organise customer-centric data
Provide access to data to customer-facing personnel
Streamline the holistic management of accounts
@baassbiz #BAASSConnect15
BAASS Connect 2015
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How they organise
customer-centric data
Provide access to data to
customer-facing
personnel
Streamline the holistic manageme
nt of accounts
@baassbiz #BAASSConnect15
What’s the view of your“Firm of the Future”?
BAASS Connect 2015
![Page 9: BAASS Connect 2015 Getting Your Business on Board with Customer Relationship Management BAASS Moderator: Zainab Salihi Guest Speaker: David Beard, Sage](https://reader036.vdocuments.us/reader036/viewer/2022062423/5697bfca1a28abf838ca950c/html5/thumbnails/9.jpg)
How do youmeasure up?
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@baassbiz #BAASSConnect15
Strategy
Business Architectur
e
Projects
Guides
Drives
Updates
Informs
BAASS Connect 2015
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@baassbiz #BAASSConnect15
Strategy Attract New Business
Sell Products& Services
Look after your
customers
Business Architectur
e
Projects
Guides
Drives
Updates
Informs
BAASS Connect 2015
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@baassbiz #BAASSConnect15
Strategy
Health Checkyour “Base
System”Review needs for additional
elements
Build a foundation
for your CRM
Business Architectur
e
Projects
Guides
Drives
Updates
Informs
BAASS Connect 2015
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@baassbiz #BAASSConnect15
Strategy
Defined phases of business success
Supporting marketing,
sales & service
Aligned to your
business’ ROI
Business Architectur
e
Projects
Guides
Drives
Updates
Informs
BAASS Connect 2015
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Marketing
Sales Customer Service
Order Admin
Email, eMarketing , customer lists, prospect lists, mailing
databases, spreadsheets, word documents, pdfs, powerpoints
Email, LoB systems, Mobile applications, spreadsheets, forecasts, word documents,
powerpoints
Email, helpdesk / LoB systems, Mobile
applications, spreadsheets, word documents, pdfs,
help
Email, accounting system, spreadsheets,
word documents, powerpoints
Customer Service and
Support
Account / Order Query
Thinking about getting your business “on-board” with CRM
@baassbiz #BAASSConnect15
BAASS Connect 2015
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How BAASS can work with
your business
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To help your business …
• Manage relationships
• Gain insight
• Gain rapid results
@baassbiz #BAASSConnect15
BAASS Connect 2015
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The BAASS formula for Sage CRM Success
@baassbiz #BAASSConnect15
BAASS Connect 2015
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@baassbiz #BAASSConnect15
Reduce Costs
AvoidCosts
IncreaseRevenue
ImproveService
The IRACIS drivers
BAASS Connect 2015
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How BAASS has worked with
other businesses
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CRM in action:Alberta Construction Disparate
systems for student, class,
course enrollment, membership information
Lack of best practice &
central system to manage the class setup
Difficult to address enrolled
students with marketing
messages etc.
Companies, Students and Classes along
with enrollment and class results are now stored in
one central system
Swift access to class takers, companies
enrolment types to easily build
tailored marketing messages
Sage CRM is now the “hub” of information,
including driving web site content
@baassbiz #BAASSConnect15
BAASS Connect 2015
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CRM in action:PDR Hail Team
Most of their work on paper
and in file folders
Keeping track of vehicles,
inspection & repair schedules
and claims during peak
periods a nightmare
Customer service was slow due to manual tracking, across multiple
locations
Claims imported directly into CRM to be processed,
eliminating heavy data
keying
Claims managed by tailored workflow to
streamline data entry and
manage Claim pipeline
Proactive alerts to vehicle
owners to alert them of
upcoming inspection and
repair appointments
@baassbiz #BAASSConnect15
BAASS Connect 2015
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CRM in action:Impact XM
Manual processes and excel based
quoting
Inaccurate estimates &
pricing inconsistencies
Disparate data made it hard to
do good marketing
Complete project management within CRM
Integrated to accounts for
complete control
Sage CRM delivers a
synchronised customer &
accounts experience
@baassbiz #BAASSConnect15
BAASS Connect 2015
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Confidence
Accelerate sales
Knowledge
ForecastProductivity
VisibilityIntelligence
Profitability
Intuitive Faster
Mobility
Effi
cie
ncyInsig
htG
row
th
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The Sage CRM Proposition
@baassbiz #BAASSConnect15
BAASS Connect 2015
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A system for your entire business …
• Supports “end-to-end” data
• Facilitates collaboration
• Accelerates responses
• Increases quality of information
@baassbiz #BAASSConnect15
The Sage CRM Proposition
BAASS Connect 2015
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For every type of business …
• From 1 to 100’s of seats
• Working in 15,000 companies
• 250,000 users around the globe
Retail Financial Waste Management Real EstateGovernment Media Personal Services LeisureConsulting Machinery Engineering AutomotiveHealthcare Property Bioscience Insurance
@baassbiz #BAASSConnect15
The Sage CRM Proposition
BAASS Connect 2015
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Think about the “data & processes” in your company.
Are you as effective as you need to be in 2015 & beyond?
Talk to us here, now, or your invite your account manager in to speak about how Sage CRM can help your business.
@baassbiz #BAASSConnect15
The Sage CRM Proposition
BAASS Connect 2015