2015 inspire tour: compete with best in class with customer experience

How to compete with best-in-class companies and deliver the ultimate customer experience

#InspireTour

Topics• Today’s business

goals• Trends impacting

customer service • Top performers-

what is different? • Sage solutions:

˗ Leveraging Sage ERP data

˗ Sage solutions

This image cannot currently be displayed.

Today’s SMB’s top two goals:

Grow. Customer service.

#InspireTour

It costs your company 4X to gain new customers versus retain existing ones.

51% The percentage of U.S. consumers who switched service providers in the past year due to poor customer service

Source: CRM Magazine February 2014, volume 18, no. 2, pg. 17

4x Customers are four times more likely to defect based on service versus product and price. 

#InspireTour

Excellence in customer service matters.

• Customer retention

• Customer referral

• Customer expansion

#InspireTour

Customer expectations are higher.

#InspireTour

Workers and customers are on mobile devices.

Mobile devices have a positiveaffect on customer service

Mobile technology has helpedbring more work

Mobile devices supplied toemployees

50%

70%

21%

#InspireTour

People want mobile, quick access, and more tools.

#InspireTour

It takes care and attention to grow.

#InspireTour

Best-in-class performers

86% in first contact resolution (46% industry average)

75% customer retention (22-44% industry average)

11.4% year-over-year improvement in customer satisfaction rate

6.7% year-over-year increase in revenue per customer

Aberdeen Group 04/2014

#InspireTour

Best in class anticipate the customer across marketing, sales, and customer service.

Customer activities– Understand the customer– Engage the customer– Respond quickly

Technology– Use social media– Offer online service– Work with centralized data– Actively use CRM

Aberdeen Group 04/2014

#InspireTour

Active use of CRM makes a significant difference to company performance.

“If we look at best in class, their platform of choice is clearly the CRM, with 94% of top performers indicating it as the most vital customer data storage location.”

#InspireTour

What is CRM?

• Business executives: managing business performance

• Customer service: supporting customers and building relationships

• Marketing: developing and managing the best programs

• Sales: managing the right interactions during buyer’s journey

• Operations: centralizing cross-departmental actions

Customer relationship management

At the center is the customer

#InspireTour

CRM for customer serviceWhat it does:

Management of customer cases:• Calls, follow ups, escalations with

notification alerts for major issues, and approvals

Centralized knowledgebaseManagement of overall service: • Analyze calls, volumes, and

areas of concern

#InspireTour

CRM for marketingWhat it does:

Campaign management: • Templates, emails, mailing lists,

leadsAnalysis of campaigns:• Best sources and responsesIntegration into sales activities: • Handoff to sales in workflowIdentify the best customers to sell: • Criteria ratings, transaction

history, create follow-up lists

#InspireTour

CRM for sales What it does:

Manage sales activities: • Pipeline, assignments to right

people, forecasting and reports• Calls, follow ups, emails, quotes,

orders, closes, follow upLead management: • Identification of top leads and notCalendars: • Appointments in one place, tied

to activities with remindersSales are kept informed on customer activities

#InspireTour

Best in class anticipate the customer across marketing, sales and customer service.

Customer activities• Understand the customer• Engage the customer• Respond quickly

Technology• Use social media• Offer online service• Work with centralized data• Actively use CRM

Aberdeen Group 04/2014

#InspireTour

Mobility, online service, social media use are common in customer service everywhere.

#InspireTour

New solutions should help understand, engage the customer easily, and respond quickly.

#InspireTour

• contact info• email lists• websites• events• leads• closes• invoices

• orders• credit• licenses• cases• orders• events• training

#InspireTour

#InspireTour

Sage solutions for customer service

Our solutions

Lead generation

QuoteAnd order Generation

Sales cycle management

Service and fulfillment

Billing and collecting payment

Analysis

Marketing

Customer retention and customer sales

Our solutions

Lead generation

QuoteAnd order Generation

Sales cycle management

Service and fulfillment

Billing and collecting payment

Analysis

Sage CRM

Sage Mobile Sales

Sage CRM

Sage Billing and PaymentSage ERP

Sage CRM

Sage ERP

Sage CRMSage ERP

Sage ERP

Sage CRM

Customer retention and customer sales

Marketing Sage CRM

Sage CRM

#InspireTour

Sage Mobile Sales:Give your salespeople the information they need.

Access past quotes and orders, customer contact details, and sales history.

#InspireTour

Sage Mobile Sales:Present a visual catalog.

Use multiple images to bring your products to life and offer “add-on,” “accessory,” and “substitution” products.

#InspireTour

Close more business withSage Mobile Sales.

Place quotes and orders, take payment, and invoice using Sage Billing and Payment.

#InspireTour

Sage Billing and Payment

30

• Email, mail invoices• Customer can click to pay• Track invoices still unpaid

Our solutions

Lead generation

QuoteAnd order Generation

Sales cycle management

Service and fulfillment

Billing and collecting payment

Analysis

Sage CRM

Sage Mobile Sales

Sage CRM

Sage Billing and PaymentSage ERP

Sage CRM

Sage ERP

Sage CRMSage ERP

Sage ERP

Sage CRM Marketing Sage CRM

Sage CRM

#InspireTour

“Front-end” to “back-end” office integration

Integrated one-screen views:• Orders• Invoices• Shipments• Credit limits

Customer insights–voice of customer understoodCross-departmental communications and activitiesBetter accountability

#InspireTour

How much time does it take?

• Verify credit terms• Verify available credit• Verify credit hold• Sales order history• Quote history• Inventory availability• Product/item pricing• Credit application • Customer history• Cross-departmental

customer actions

#InspireTour

Easy-to-see needed customer activities

#InspireTour

Optimized views for mobile service

#InspireTour

Sage CRM on smart phones

Opening up a specific company case

Customer case reports

#InspireTour

Social media integrated with Sage CRM

Customer’s Twitter account (example shows Sage)

#InspireTour

Customer self-service options

#InspireTour

Moving ahead with service excellence

#InspireTour

Next steps?

Bill LevesqueStrategic Account Manager

William.Levesque@sage.comPhone: 678-805-5968

Thank you!