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CRM software solution presentation
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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
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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?
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(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
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AccountingInternet
ADAPTcrm
Back Office
Programs
Front OfficeADAPTanywhere
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
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Marketing view (a snapshot)
NOTE: Click here to return to Sub Menu
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Marketing Campaign (a snapshot)
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Marketing Campaign (a snapshot)
NOTE: Click here to return to Sub Menu
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AccountingInternet
ADAPTcrm
Back Office
Programs
Front OfficeADAPTanywhere
NOTE: Click on pull-down list to return to main Architecture menu.
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
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Sales Goals (a snapshot)
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Sales Goals (Modify)
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Sales Goals (Set new goal)
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AccountingInternet
ADAPTcrm
Back Office
Programs
Front OfficeADAPTanywhere
NOTE: Click on pull-down list to return to main Architecture menu.
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
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Sales Funnel (a snapshot)
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Sales Opportunity (a snapshot)
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Sales Opportunity (a snapshot)
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Sales Opportunity (a snapshot)
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Sales Opportunity (a snapshot)
NOTE: Click here to return to Sub Menu
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AccountingInternet
ADAPTcrm
Back Office
Programs
Front OfficeADAPTanywhere
NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (Service)
ADAPTations
Sales Oppt.
Collaboration (Activities &Tasks)
Sales Goals Service FulfillmentContracts ItemsMarketing Issues
Service Ticket/Incident TrackingService Level Agreement (SLA) TrackingItem-Based Warranty TrackingAutomatic Routing, Escalations, NotificationsNatural Language Service Knowledge Base
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Service view (a snapshot)
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Service Ticket (a snapshot)
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Service Ticket (a snapshot)
NOTE: Click here to return to Sub Menu
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AccountingInternet
ADAPTcrm
Back Office
Programs
Front OfficeADAPTanywhere
NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (Contracts)
ADAPTations
Sales Oppt.
Collaboration (Activities &Tasks)
Sales Goals Service FulfillmentContracts ItemsMarketing Issues
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
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Contracts (View)
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Contracts (Details)
NOTE: Click here to return to Sub Menu
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AccountingInternet
ADAPTcrm
Back Office
Programs
Front OfficeADAPTanywhere
NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (Defects/Issues)
ADAPTations
Sales Oppt.
Collaboration (Activities &Tasks)
Sales Goals Service FulfillmentContracts ItemsMarketing Issues
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
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Defects/Issues view
NOTE: Click here to return to Sub Menu
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Defects/Issues view
NOTE: Click here to return to Sub Menu
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AccountingInternet
ADAPTcrm
Back Office
Programs
Front OfficeADAPTanywhere
NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (Items)
ADAPTations
Sales Oppt.
Collaboration (Activities &Tasks)
Sales Goals Service FulfillmentContracts ItemsMarketing Issues
View Items with customersSee Item owned details
Warranty detailsOwnership/Transfer HistoryService History
Transfer item asset to another account
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Items view
NOTE: Click here to return to Sub Menu
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AccountingInternet
ADAPTcrm
Back Office
Programs
Front OfficeADAPTanywhere
NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (Fulfillment)
ADAPTations
Sales Oppt.
Collaboration (Activities &Tasks)
Sales Goals Service FulfillmentContracts ItemsMarketing Issues
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
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Fulfillment view(Requests & Sent items)
NOTE: Click here to return to Sub Menu
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Fulfillment RequestNOTE: Click here to return to Sub Menu
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NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (Collaboration)
Sales Oppt.
(Accounts & Contacts) Collaboration (Activities &Tasks)
Sales Goals Service FulfillmentContracts ItemsMarketing Issues
AccountingInternet
Back Office
Programs
Daily, Weekly, Monthly CalendarComplete Task ManagementIntegrated Account/Contact DBBusiness Process Management Internal Knowledge Base
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Account collaboration folders (a snapshot)
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Account Profiling
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Account Integration to other Systems
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Calendaring …
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Tasks …
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Activity History …
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Activity email …
1. Insert email ids to cc bcc
2. Attachments3. Canned Notes4. Regarding…5. Marketing source..6. Follow up appointment
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Activity email …
1. Dial Phone to a person2. Duration of talk 3. Canned Notes4. Regarding…Oppt.5. Marketing source..6. Follow up appointment
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Activity email …
User defined activity list
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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
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Admin/Setup…
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Admin/Setup…
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Admin/Setup…
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Admin/Tools…
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Admin/Tools…
NOTE: Click here to return to Sub Menu
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Admin/Tools…
NOTE: Click here to return to Sub Menu
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NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (web/internet)
(Accounts & Contacts) Collaboration (Activities &Tasks)
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)
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NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (web/internet)
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
(Accounts & Contacts) Collaboration (Activities &Tasks)
Sales Oppt.Sales Goals Service FulfillmentContracts ItemsMarketing Issues
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NOTE: Click on pull-down list to return to main Architecture menu.
2. Product Architecture (web/internet)
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
(Accounts & Contacts) Collaboration (Activities &Tasks)
Sales Oppt.Sales Goals Service FulfillmentContracts ItemsMarketing Issues
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Account Integration to other Systems (a snapshot)
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• 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
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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
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• 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?
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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
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• 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
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8. Demonstration/Q&A
Product Features Demonstration☼
Q&A
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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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)
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CRM software : What is the ROI
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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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