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Looking BigHow a 2 person family business reinvented its self in 6 months
with SugarCRM
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Who is this guy?
Joe Harper• COO – Harper Inc.• VP of Marketing – Harper Inc.• Accountant – Harper Inc.• Director of Customer Service – Harper Inc.• Sugar CRM “Guy” – Harper Inc.
Joe Harper• Director Of Marketing – Milner / Comsquared• Manager of CRM and Marketing Automation for a sales
team of over 100
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Husband to Holly – MyLife Inc.
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Daddy to Zoe – MyLife Inc.
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Harper Inc. The leading supplier of in-store manufacturing equipment for modern paint and coatings retailers worldwide. With a focus on superior service and sales support, Harper Inc. boasts a customer base of over 30,000 retail locations.
• Computer aided color matching• Manual and computer aided tint dispensing• A full range of mixing and shaking equipment
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Our Industry
• $120 Billion in sales for 2012• Over 250,000 retail outlets world wide• Growth every year during the economic down
turn• Consolidation is everywhere• Environmental concerns are driving changes
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Business was good• 6.6 Million in sales• Year over year growth for the past decade
But we had a problem
• 14+ hour days• The majority of our days spent doing “work” involved with sales• No value to our brand in our industry• Growth not keeping pace with our industry
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Daddy to Zoe – MyLife Inc.
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Husband to Holly – MyLife Inc.
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Our business B.S.
• 1,200 to 1,800 orders each year via: – Email, Phone, and Trade Shows
• All typed on company letterhead in word• Printed and faxed to our vendors• End of the month reports hand typed into excel• Month-end consolidation took a week• Year end took nearly 3 weeks• Marketing = 0%• Misery - Won’t even work here…
(Before SugarCRM)
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Our Goals
• GROW sales 30%
• INCREASE customer service and brand awareness
• DRIVE sales with email marketing
• MEASURE Everything! – Then do something meaningful with what we measure.
*While DECREASING our work load and WITHOUT increasing head count
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Why SugarCRM• Full disclosure – It’s the devil I
know…• Adaptability – Open Source• Scalable• Cloud based• Marketing baked in• Workflow management• Solution cost
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Our Business A.S. • On pace for over 2,500 orders in 2013• Order processing time reduced by over
90%• End of the month reports sent to me auto-magically!TM on the first of the month.
• Month end takes less than 2 hours• Year end reports are also Auto-magical!TM
• Marketing = 100%• Misery – Can’t Hack it at Harper Inc.
(After SugarCRM)
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You are what you do most
Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12
0
10
20
30
40
50
60
Repeat customers
Average sale value (in thousands)
Processing orders (hours)
Average daily sales volume
Husband and Daddy
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Making “Work-Flow”Sugar fixed it all right out of the boxLeads became accounts, accounts and orders became reports. Auto-magicaly!TM
But it can do MORE!
• Customers buying solution A are now offered companion solution B! Auto-magicaly!TM
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Please Unsubscribe!
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Booo spam.
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Workflow alert emails
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Send the right message
Product A Purchase
d
• Purchase triggers workflow
Relevant email 1
• The workflow sends an alert email
Relevant email 2
• The workflow can go on and on
“After time passes” workflow
At the end of each workflow,the last “action” checks a box triggering the next “after time passes” workflow in the series.
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Alerts vs. blanket emails
Open RateClick Rate
Sales Rate
0%
10%
20%
30%
40%
50%
60%
70%
Blanket EmailsAlert Emails
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Thanks!
Joe HarperDirect: 678-557-1929E-mail [email protected]: www.harperinc.com
SHOUT-OUTS:
My “SugarCRM guys”