CRM

What is sage 200 CRM?

Customer relationship management (CRM) software provides sales, marketing, and support teams with powerful tools to efficiently and effectively manage customer relationships.

Helping you to connect all the different parts of your company, an integrated CRM solution can ensure that everyone, in every department and business area, works together to deliver outstanding customer service.

Going way beyond simply contact management, CRM now comprises not only sales, marketing, and service automation; it also provides a platform for winning, keeping, and developing customers. Such has been the change in perception that CRM is now often referred to as customer experience management, or CEM.

Sage 200 customers already have an integrated CRM module as standard. Easily configured to the way you work, you can quickly have a solution that will help you to deliver excellent customer service, manage your contacts and sales activities, and create effective marketing campaigns.

SAGE_CRM

What can it do for me?

One view of your customers

Sage have included CRM within Sage 200 in response to the need to share information
across the entire organisation. Using the CRM functionality will help you to simply and easily integrate front and back office functionality, and share vital customer information across your entire company.

Front line staff will have easy access to financial and transactional data not normally held in CRM. Back office staff will be able to easily call up details of what is going on with prospects and customers when dealing with service issues, for example.

A central source of information

As the number of ways your customers can interact with you increases they expect to get excellent service at every point of interaction. This means that everyone in your business needs to know what’s going on – from marketing, sales and service, to production, shipping and accounts.

Integrating CRM with your operational systems creates a single view for everyone, from logistics to sales and service. This ensures consistency of service whoever initially deals with the customer. It also improves financial visibility, as you can share financial information with front office staff in total security, while only letting them see what they need, and what you want them to see.

Seamless end-to-end processing

As well as sharing information, with Sage 200 you can create seamless, straight through processing. This means that, for example, quotations can be generated from within CRM by sales people, based on accurate and up to the minute pricing details pulled from your ERP modules, sales people can make promises to customers that they know they can keep.

A tightly integrated solution also means that quotations can be turned directly into orders, without the need for rekeying.

This kind of straight through processing can also help speed up the resolution of customer issues as queries can be routed via powerful workflow capabilities to the appropriate personnel. This means that it is no longer necessary for individuals to chase up queries to ensure the customer has been dealt with, increasing the speed and accuracy of case resolution.

Delivering excellent service

With an integrated CRM solution it becomes possible to focus on the service you offer companywide. Service level agreements (SLAs) and best practice can be shared with everyone via customer profiles that go beyond sales and marketing.

Rather than having to rely on sending memos between departments and hoping that they will be followed up, you can automatically inform service and operations of the needs of each and every customer, based on what you know about them from every interaction.

With an integrated CRM solution you can ensure that whoever a customer talks to, their concerns, questions, or requirements can easily be communicated to the relevant person or department. So if, for example, a customer responds to a marketing email by saying they are unhappy, this information can be passed seamlessly and quickly to the service team to deal with, enabling you to proactively get back to the customer before they have even logged a complaint. And that’s the kind of service that will keep customers coming back.

Eliminating islands of information

If you, in common with many companies, use multiple systems to manage sales, marketing and customer service you may be storing up problems for the future. While each solution might work well for each group, it may not be delivering the best companywide solution. By creating islands of information you could be hindering productivity, increasing costs and limiting visibility about what is going on in your business.

By integrating CRM horizontally across your customer facing operations, and vertically with your back office operations, you will eliminate the problems and challenges that separate systems can create.

Enhancing companywide productivity and profitability

By giving everyone a complete view of the customer every individual in your business can quickly assess all the relevant information about each customer when any issue or opportunity arises.

People can communicate more effectively with each other to resolve issues, and they can alert others to the status of customers. Access to this readily available information increases productivity. Integrating your sales and marketing with your help desk lets people see if customers have outstanding issues, potentially avoiding the embarrassment of trying to sell to customers that are currently unhappy with your company. But equally, as soon as an issue is resolved, your people can resume their activities in an account.

It has been consistently shown that it costs considerably less to do business with existing customers than it does to find new ones, and repeat customers typically spend as much as 70% more with suppliers than new ones do. In addition unhappy customers typically tell around 10 others about their negative experience, and with so many people now talking on social media such as Twitter, news, both good and bad, can travel faster and further than ever.

An integrated CRM can help you to drive loyalty through the delivery of excellent service to your existing customers, reducing your cost of sale and increasing your revenues.

Bringing everything together

Ensuring that customer data is shared around your organisation and that processes run from one end of your business to the other can help you to adapt to what customers want.

Ultimately an integrated CRM solution can help you to coordinate your business internally and via the multiple channels through which your customers can now interact with you.

Sage 200’s integrated CRM will ensure that you not only put your customers at the centre of your business it will make sure that you can offer consistent end-to-end customer management.

It makes sure that everyone knows the role they have to play and has easy access to the information they need, wherever and whoever they are.

Sage CRM Mapping Component

Planning a business trip, particularly to a place you haven’t been before, usually starts by looking at a map. Wouldn’t it be nice to be able to see your customers on that map? Well now with the Sage CRM Mapping Component you can do just that. By plotting your customers and leads on the map, you can better plan your journeys.

Powered by OpenStreetMap, the free wiki world map, the component allows you to browse your customer visually and see nearby amenities such as cafés and restaurants. You can navigate the map by clicking and dragging, or by entering an address in the search box.

The mapping component can be used in the interactive dashboard to provide a map that interacts with list gadgets. Leads, Companies, Cases and Opportunities can be plotted on the Map and navigated to by selecting them from a list gadget.

For more information regarding this new component please contact our Sales Team and a member of support staff will contact you.

Espi provides a range of development and customisation services to allow us to deliver ERP and CRM systems that reflect your company’s working practices. The software products that we provide are designed to be used out of the box, however, there are a range of add on modules that allow the system to meet your exact specification. Our developers in addition can add your required functionality, delivered on time and to your exact specification.   At Espi we try to ensure that any customisation work doesn’t impact on the ability to upgrade your system easily.