What is sage 200 CRM?

Sage CRM software provides sales, marketing and support teams with powerful tools to effectively manage customer relationships.

This integrated solution can ensure that everyone, in every department and business area, works together to deliver outstanding customer service.

It not only comprises of sales, marketing and service automation but provides a platform for winning, keeping and developing customers. It is now often referred to as customer experience management, or CEM.

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

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 easily integrate front and back office functionality. This will allow you to share vital customer information across your 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.

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 can also help speed up the resolution of customer issues. Queries can be routed via powerful workflow capabilities to the appropriate personnel. 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.

Eliminating islands of information

If you 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.

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.

An integrated CRM solution can help you to coordinate your business internally and via the multiple channels.

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.

A central source of information

Customers can now interact with you in a number of ways and they expect to get excellent service at every point of interaction. This means that everyone in your business needs to know what is 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.

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.

You can automatically inform service and operations of the needs of every customer, based on your knowledge of them.

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.

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. This helps avoid 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. 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. With many people now talking on social media, both good and bad news can travel faster and further than ever.

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.

“Just wanted to say a huge (public) thank you for Ben for absolutely coming to the rescue for us this morning. Without his help we would have been unable to process our biggest invoice of the week, and frankly, there would have been an Alice shaped hole in the wall. He’s an absolute hero and we are very grateful.”

Alice Young

Key Account Manager, Monkfield Nutrition Ltd

Like to know more?

For further information on how Espi can help your business please contact our customer service team on 01954 213999 or leave a message using the simple contact form. A member of the team will be in touch with you as soon as possible.

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