crm software solution presentation. 1.what is adaptcrm? 2.product architecture and features 3.what...

CRM software solution presentation

1. What is ADAPTcrm?2. Product Architecture and

Features3. What is ADAPTanywhere?4. ERP/Accounting System

Integration5. Why ADAPTcrm?6. ADAPTcrm Position to

Competition7. History of ADAPT Software8. Product Demonstration, Q/A

Agenda

Complete Relationship Management

• Customers, Suppliers/Principals, Channel, Employees …

• Marketing, Sales, Service, Defects, Collaborative Activities

• Integration with Accounting Systems• Business Process Automation• Web/PDA Access

1. What is ADAPTcrm?

(Accounts & Contacts) Collaboration (Activities &Tasks)

Accounting

ADAPTcrm

Internet

Back Office

ADAPTations

Programs

Front OfficeADAPTanywhere

NOTE: Click on a Function for a list of features. Click here to skip section.

2. Product Architecture

Marketing Sales Oppt. Service FulfillmentContracts ItemsSales Goals Issues

R O IR O I Features Features

AccountingInternet

ADAPTcrm

Back Office

Programs


NOTE: Click on pull-down list to return to main Architecture menu.

2. Product Architecture (Marketing)

ADAPTations

Marketing

Collaboration

Sales Oppt. Service FulfillmentContracts ItemsSales Goals Issues

Marketing Campaign/Event ManagementBudget Estimate and Actual Expense TrackingReal-Time Response Tracking Per Campaign/EventReal-Time Profitability Analysis and ForecastingIntegrated Mass Marketing Tools for Email/Mail

Marketing view (a snapshot)

NOTE: Click here to return to Sub Menu

Marketing Campaign (a snapshot)


AccountingInternet

ADAPTcrm

Back Office

Programs



2. Product Architecture (Sales Goals)

ADAPTations

Sales Goals

Collaboration

Sales Oppt. Service FulfillmentContracts ItemsMarketing Issues

Sales Goals ManagementSales Goal Setting, Modifying and TrackingDrill down to view performance of a goalTrack Goal to OpportunitiesDetailed Analysis Using Views

Sales Goals (a snapshot)


Sales Goals (Modify)


Sales Goals (Set new goal)


AccountingInternet

ADAPTcrm

Back Office

Programs



2. Product Architecture (Sales Oppt.)

ADAPTations

Sales Oppt.

Collaboration (Activities &Tasks)

Sales Goals Service FulfillmentContracts ItemsMarketing Issues

Sales Opportunity/Pipeline ManagementSales Process/Milestone ManagementTrack Competitors/Buying Issues per OpportunityTrack Sales-Related Expenses per OpportunityDetailed Analysis Using Metrics and Graphs

Sales Funnel (a snapshot)


Sales Opportunity (a snapshot)


AccountingInternet

ADAPTcrm

Back Office

Programs



2. Product Architecture (Service)

ADAPTations

Sales Oppt.



Service Ticket/Incident TrackingService Level Agreement (SLA) TrackingItem-Based Warranty TrackingAutomatic Routing, Escalations, NotificationsNatural Language Service Knowledge Base

Service view (a snapshot)


Service Ticket (a snapshot)


AccountingInternet

ADAPTcrm

Back Office

Programs



2. Product Architecture (Contracts)

ADAPTations

Sales Oppt.



Service ContractsContract Details

Hold/Terminate/Renew facilitiesService History

Contract Terms and ConditionsSchedule, Fees, CoverageAuthorized Contacts

Service Level Agreement (SLA) TrackingItem-Based or site level (all items owned

Contracts (View)


Contracts (Details)


AccountingInternet

ADAPTcrm

Back Office

Programs



2. Product Architecture (Defects/Issues)

ADAPTations

Sales Oppt.



Defect/Assignments/Issues to resolveMay track Research, Projects, Jobs with lifecycleTrack issue details with history and milestonesTrack ExpensesTrack Service Tickets that relate to a common issue

Defects/Issues view


AccountingInternet

ADAPTcrm

Back Office

Programs



2. Product Architecture (Items)

ADAPTations

Sales Oppt.



View Items with customersSee Item owned details

Warranty detailsOwnership/Transfer HistoryService History

Transfer item asset to another account

Items view


AccountingInternet

ADAPTcrm

Back Office

Programs



2. Product Architecture (Fulfillment)

ADAPTations

Sales Oppt.



Physical and Electronic Collateral Request SystemInventory/Allocation Management for Items and KitsUser-Defined Document Types/Templates for Form LettersIndustry Standard and User-Defined Label TemplatesPerform Requests from All Departmental Records

Fulfillment view(Requests & Sent items)


Fulfillment RequestNOTE: Click here to return to Sub Menu


2. Product Architecture (Collaboration)

Sales Oppt.



AccountingInternet

Back Office

Programs

Daily, Weekly, Monthly CalendarComplete Task ManagementIntegrated Account/Contact DBBusiness Process Management Internal Knowledge Base

Account collaboration folders (a snapshot)

Account Profiling

Account Integration to other Systems

Calendaring …

Tasks …

Activity History …

Activity email …

1. Insert email ids to cc bcc

2. Attachments3. Canned Notes4. Regarding…5. Marketing source..6. Follow up appointment

Activity email …

1. Dial Phone to a person2. Duration of talk 3. Canned Notes4. Regarding…Oppt.5. Marketing source..6. Follow up appointment

Activity email …

User defined activity list

NOTE: Admin is fully controlled with extensive Rights and Privileges

2. Product Architecture (Admin)

Admin

Tools

System setup

Export/Import of dataGlobal UpdateTerritory AlignmentPurge records

TablesRecord

Management

Database setup

Setup/Configure

Perform Mass ActivityJob QueueSystem MonitorDiagnostics

File Management

System Management

Admin/Setup…


Admin/Tools…



2. Product Architecture (web/internet)


Sales Oppt.Sales Goals Service FulfillmentContracts ItemsMarketing Issues

AccountingInternet

Back Office

Programs

Lead Capture from the WebWeb/PDA Access via Cellular-Ready DevicesCustomer Self Service from the WebRemote User Support (Browser-Based Access to ADAPT)



AccountingInternet

Back Office

Programs

Industry-Standard Front-Office Application IntegrationMAPI Integration to Send/Receive Emails via MS OutlookContact, Task and Appointment Synch with MS OutlookDDE Integration to MS Word and Excel Documents/Templates Integrated Launching of Web Sites via Default Browser





AccountingInternet

Back Office

Programs

Real-Time EnterpriseNext ERP / accounting..pluse PFW/ BatchMaster / ACCPAC /Great PlainsSynch Contacts, Accounts, and Critical Contact DetailsConvert CRM Prospects to Customers/VendorsReal-Time Queries and Order Entry from Account Screen Function-Level Security on All Supported Features



Account Integration to other Systems (a snapshot)


• Capture Leads from the Web and Automatically Respond

• Online Access via Virtually any Web-Enabled Device

• Correspond with Field Service and Provide 24 x 7 Customer Support

3. What is ADAPTanywhere?

Optional Web Access

Typical Integration Capabilities • Real-Time Database Synchronization• Batch Import of Customers/Vendors• Convert Prospects to Customers/Vendors• Customer/Vendor Query• Order/PO History Query• Accounts Receivable/Payable Query• Inventory Query• Sale Order Entry

4. ADAPTcrm Accounting Integration

All these are available with

• It’s Simple• Web-Style User Interface• Consistent Screen Design

• It’s Complete• Marketing, Sales and Service in One Core Module • Pre-Built Accounting Systems Integration Included

• It’s Affordable• Most Features Offered in a Box in Its Price Range

• It’s Quick to Implement• Can be Customized Quickly and Implemented in

Days

5. Why ADAPTcrm?

6. ADAPTcrm Position to competition?

Tier 4: PIMs (Up to $500 per User)

Tier 3: Departmental Solutions ($250-1,500+ per User)

Tier 2: CRM Systems ($1,500-$4,000+ per User)

Tier 1: Integrated CRM ($4,000+ per User)

Outlook

• 1993: Company Established, Sold Open Source Templates, Contact/Customer Management Template Used by More than 20,000 Users

• 1994: Established Strong Customer Base through Expertise in Rapid Application Development, Customer Management and Financial Software Integration

• 1995-1996: ADAPT v1.0 Released (Only Packaged Contact/Customer Management Product on Market with Real-Time Financial Software Integration

• 1997-1998: ADAPT v2.0 Released Under Private Label (e.g., ADAPT for PFW, ADAPT for Macola, etc.)

• 1999: Channel Partners Established to Extend ERP Market and Regional and International Penetration

• 2000: ADAPT v2.5 Released, OEM Relationship with Syspro Software and Best Software (formerly Sage) Established

• 2001: ADAPTcrm v3.0 Released, General Market Penetration Efforts Initiated, OEM Relationship with Magic Software Established

• 2002: ADAPTanywhere Released as a Result of Increase Demand for Web Access, ADAPTcrm v3.6 Released to Complete Core Features Offering

• 2003: ADAPTcrm India operations established, ETC appointed first ARP partner in India.

7. History of ADAPT Software

8. Demonstration/Q&A

Product Features Demonstration☼

Q&A

NOTE: Click here to return to main Architecture menu

ADAPTcrm Features by Functionality - SummaryFeatures:

► Collaborative ► Contact/Account Management► Communications ► Marketing ► Sales ► Service► Document Management► Front Office Software Integration► Back Office Software Integration► Reporting and Analysis► Customization

NOTE: Click here to return to main Features menu

ADAPTcrm Collaboration Features

The following features are intended to promote teamwork and better planning or resources within your company:

•Group Calendar •Appointment Invitation and Response Tracking •Automatic Notifications of Appointment Responses •Task Management •Automatic Notification of Task Acceptance, Decline, Missed Deadlines •Integrated of Account Database •User-Defined Activity Types


ADAPTcrm Contact/Account Management Features

The Key features of the contact and account database:

•Unlimited User-Defined Fields (All Indexed and Searchable) Per Account •Unlimited Contacts Per Account (All Indexed and Searchable) •Tracking of Activities Per Contact and Per Account •Unlimited Phone/Fax Numbers Per Account (All Indexed and Searchable) •Unlimited Email/Web Address Per Account (All Indexed and Searchable) •Unlimited Email Address Per Contact •Unlimited Phone/Fax Numbers Per Contact •Search on Every Field of an Account •Integrated Web Links •Full Text Searching of Account Notes •Visual Query Processor for Complex Account Queries •Rules-Based Assignment of Accounts to Salespeople •Sound-Alike Searching for Names •Marketing, Sales and Service All Linked to Common Account Record •User Defined Account Profiles


ADAPTcrm Communications Features

These features promote better communication with customers and prospects. The Web features require the ADAPTcrm Web Server, and some of the telephony features require third-party software to link ADAPTcrm to your digital telephone system (*):

•All Customer Communication Centralized in One Place •Web Portal for Customer Self-Service and Lead Capture * •Email Portal for Automatic Capture of Email-Based Service Requests and Sales Opportunities * •Telephone Portal for Linking ADAPTcrm to Phone System with Automatic Dialing and Screen Pops for Inbound Calls * •Virtual Mail Room for Literature Fulfillment and Mail •Word and Other Documents Linked to ADAPTcrm Records •Send/Receive Emails and Faxes within ADAPTcrm


ADAPTcrm Marketing Features

ADAPTcrm’s opportunity and account database make it a critical marketing tool. In addition, the following features are considered unique to a marketing department.

•Marketing Campaign Management •Real-Time Revenue Tracking and Forecasting •Profitability Analysis •Integrated Mass Marketing Tools (Email, Fax, Mail) •Tracking of Marketing Events •Tracking Account Response to Campaigns •Tracking of Opportunities Resulting from Campaigns •Appointments, Tasks and Activities Linked to Campaigns •Documents Can Be Attached to Campaigns •Budgeting and Expense Tracking •Unlimited User Defined Fields/Forms/Folders per Marketing Campaign


ADAPTcrm Sales Features

ADAPTcrm’s link to back office accounting systems means that you can utilize the full capabilities and data of your accounting system for sale order processing. However, accounting systems track only booked sales, as opposed to potential sale opportunities. The following are some of the “opportunity management” features that ADAPTcrm will add to your existing software systems.

•Opportunity Management •Unlimited Activity History / Notes Per Opportunity •Linking of Tasks and Appointments to Sale Opportunities •Win/Loss Analysis •Pipeline Analysis Using User-Defined Metrics and Graphs •Tracking of Sales By Milestone •Sales Process Management •Competitor Knowledge Base •Track Decision Makers on Every Deal •Track Competitors and Buying Issues on Every Deal •Sophisticated Sales Analysis Tools •Sales Expense Tracking •Unlimited User Defined Fields/Forms/Folders per Sale Opportunity


ADAPTcrm Service Features

Customer service departments often must use separate software from the sales department. In ADAPTcrm, both departments share the same database of customers and activities. The following are some of the key service department features of ADAPTcrm:

•Service Ticket Tracking •Service Level Agreements (SLA) Tracking •Warranty Tracking •Natural Language Knowledge Base •Automatic Escalations •Automatic Notifications •Automatic Rules-Based Routing of Service Tickets •Unlimited Tasks and Appointments Per Ticket •Unlimited Activity History / Notes Per Ticket •Sophisticated Graphical Analysis Tools •Unlimited User Defined Fields/Forms/Folders per Service Ticket


ADAPTcrm Document Management Features

Some of the most important information in any business exists in correspondence – particularly word processing documents and mailed literature. ADAPTcrm lets you centralize all of your documents and correspondence with customers and prospects via its built-in document management system:

•Literature Request System •Inventory Management for Literature Items •Automatic Fulfillment of Email-Based Literature •Literature “Kits” •DDE Interface to Word for Form Letter Creation •User Defined Document Types •User Defined Document Templates for Form Letters •User Defined Label Templates for Label Printing •Link Unlimited Documents Per Contact, Account, Sale Opportunity, Service Ticket and Marketing Campaign


ADAPTcrm Front Office Software Integration

ADAPTcrm is designed to be linked via industry-standard technologies like Dynamic Data Exchange (DDE) and Messaging Application Program Interface (MAPI) to “front office” software like Microsoft Office™:

•Launching of Linked Documents •DDE Integration to Microsoft Word and Excel •MAPI Integration to Send/Receive Email (e.g., Microsoft Outlook) •MAPI Integration to Send Faxes •Integrated Launching of Web Sites via Default Web Browser •Support for Windows Phone Dialer •Support for TAPI-Compliant Phone Dialer


ADAPTcrm Back Office Software Integration

One of ADAPTcrm’s most distinguishing features compared to traditional CRM products is its real-time integration with multiple back office programs like popular accounting and ERP systems. By linking ADAPTcrm to your accounting system or other back office, software, you can seamlessly bridge the “front office” (customer interaction) and “back office” (finance and internal operations) of your company. The list of supported accounting and ERP programs is constantly growing, and new interfaces can usually be built in 90 days or less.

•Real-Time Synchronization of Customer/Vendor Records •Synchronization of Accounts, Contacts, Phone Numbers, Billing Addresses and Ship To Addresses •Batch Transfer of Customer/Vendor Records •Conversion of Prospects to Customer Records •Conversion of Accounts to Vendor Records •Real-Time Queries into ERP Database from Account Screen •Full-Featured Sale Order Entry (for certain accounting systems) •Full-Featured Purchase Order Entry (for certain accounting systems) •Users Can View Accounting Activity Directly from ADAPTcrm Account Records •Rights-Based Field and Screen-Level Security on All Accounting Functions


ADAPTcrm Reporting and Analysis Features

Because ADAPTcrm uses industry-standard database formats (Pervasive.SQL, Microsoft SQL Server, etc.), you can use virtually any report, query or data mining tools to analyze data in ADAPTcrm. However, ADAPTcrm includes powerful pre-built analysis and report tools to reduce the need to learn and use third-party products. ADAPTcrm’s built-in tools are designed to be used by computer users with little or no previous database expertise and no knowledge of the internal file structures of ADAPTcrm:

•Graphical Analysis Tool Built into All Major Views •Easy-to- Use Table-Drive Internal Report Writer •Create and Save Unlimited Reports •Create and Save Unlimited Queries •Include Any Fields for Reports •Select Any Fields Two Nested Sort/Break Levels per Report •Select Any Fields for Filtering Reports •Rights-Based Security on All Reports •Users Don’t Need to Understand File Structures to Create Reports •Attach External Report Writers (e.g., Crystal Reports) to ADAPTcrm Menus


ADAPTcrm Customization Features

The reason ADAPTcrm is called “ADAPTcrm” is its ability to be rapidly customized to meet your business needs. Too often, the cost and complexity of software customization forces companies to adapt their business to their software, rather than the other way around. ADAPTcrm has lowered the time and cost of customization by providing two layers of table-based customization.

The first layer is an “end user layer” in which non-programmers can rapidly customize ADAPTcrm using the provided setup tables. There is no need to alter database structures or write program code.

The second layer is a “programmer layer” in which people with previous programming experience can access an additional set of tables, available in the “ADAPTcrm Developer’s Toolkit” product, in order to perform unlimited customization.


ADAPTcrm Customization Features

End User Customization Features. The following features are built into ADAPTcrm and available to implementers or System Administrators with the appropriate security access.

•User Defined Security Rights •Customizable Dashboard Menu Per User •Customizable “Views” of Records Per Dashboard Selection •User Defined Account Queries •Unlimited Custom Fields Per Account Record •Unlimited Custom Forms Per Account Record •Unlimited Custom Fields Per Opportunity Record •Unlimited Custom Forms Per Opportunity Record •Unlimited Custom Fields Per Service Ticket Record •Unlimited Custom Forms Per Service Ticket Record •Unlimited Custom Fields Per Campaign Record •Unlimited Custom Forms Per Campaign Record •User Defined Activity Types


ADAPTcrm Programmer Customization Features

The following require the ADAPTcrm Developer’s Toolkit, powered by the MAGIC™ application development system.

•World’s Only 100% Table-Based Application Development System (No code to write) •Visual User Interface Builder •Ability to Create Data Types and Tables •Real-Time Access to All Internal ADAPTcrm Data •Create Custom Screens, Reports and Batch Processes •Multiple DBMS Support (Pervasive, Microsoft SQL, Oracle, Cache, C‑ISAM, Informix, DB/2 and ODBC) •Develop Web (HTML/XML/JAVA) Applications •Develop 32-Bit Windows Applications •Multiple Operating System Support (Windows, Netware, UNIX/LINUX, AS/400)

CRM software : What is the ROI

NOTE: Click here to return to main Architecture menu

CRM software : What is the ROI (Ontrack perspective)

1. Monitor sales team productivity

2. Empower their capabilities

3. Structure a review process with focus on pipeline management with goals

4. Become process centric from being person centric

5. Maintain Relationship with Customers

6. Service activity focus and growth

7. Improve lead (opportunity) management.

8. Become proactive in response culture

9. Campaign Management for marketing

10. Facilitate Up sale & Cross Sale activities for sales and marketing

11. Empower in future field / roaming users and remote locations

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crm software solution presentation. 1.what is adaptcrm? 2.product architecture and features 3.what...

Documents

sub menu slide

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adaptations sales oppt

tracking sales goal

office adaptanywhere

emailmail slide

views slide

snapshot note