your business forward in demanding times

with Sage CRM

Driving

Sage CRM

•Howaremystaffspendingtheirtime?• Areallleadsandopportunitiesbeingcapturedandfollowedupcorrectly?

• Arewetargetingthemostprofitablecustomers?

• Aremycustomerssatisfiedwiththelevelofservice?

• Howiseachdepartmentperforming?•HowcanIempowermystafftobecomemoreproductive?

•HowcanIensurethatbudgetsarebeingtrackedandmanagedeffectively?

ThesearejustsomeofthequestionsseniormanagersandSMBownersfaceonadailybasis.Restassured,thereisasolutiontothosemanychallenges–SageCRM.

BENEFITS OF SAGE CRM TO YOUR BUSINESS

Enablesyoutoleveragefurtherrevenueopportunitieswithinyourcurrentcustomerbase

Ensuresyoursales,marketingandcustomerservicesresourcesarebeingusedtomaximumeffect

Reducesyouropportunitycost

Reducesyourcost-of-sale

Reducesthecostofyourmarketingleads

Ensuresyoumeetcustomerservicelevelagreements

Minimisesadministrationcosts

Protectsyournetmargin

Protectsandgrowsyourrevenues

Enablesyoutopinpointunderlyingissuesandtakecorrectiveactionaccordingly

Reducesthepotentialforcustomerattrition

Ensuresthatyourinvestmentsareallalignedtorevenuedevelopment

Empowersyourstafftoprovideexceptionalservicetoyourcustomers

Boostsproductivityandenablesstafftoaccomplishmoreintheirworkingday

SageCRMoffersabroadrangeoffunctionalitywith a low total cost of ownership to smalland mid-sized organisations globally. SageCRM equips sales, marketing and customerservice teams with the tools they need toboost productivity, find new customers, closesales faster and build lasting, more profitablerelationshipsacrossallchannels.Regardlessofhow,whenorwhere your customers, partnersand prospects choose to interact with yourbusiness, Sage CRM provides a distinctiveadvantage by delivering a comprehensive,easy-to-useandintuitivesystemtosuccessfullymanagetheserelationships.

Additionally,SageCRMconnectsyourbusinesslike no other CRM application. Out-of-the-boxit delivers tight integration with leading SageERPapplications,breakingdowndepartmental

silos,connectingyourfront-andback-officeandproviding totalvisibilityandcontrol rightacrossyourbusinessthroughtheinteractivedashboard.

SageCRM’sinteractivedashboardrevolutionisesthewayyoumanageyourbusiness.Informationand feeds from within Sage CRM, externalwebsitesandintegratedSageERPsystemsarealldisplayedinreal-timeonasingleworkspaceso users have all the information they need attheirfingertips. Iteliminates theneedtoswitchscreens, driving productivity and ensuring themostefficientuseofstafftime.

Through its powerful workflow engine, SageCRM drives organisation-wide, straight-through business process automation. Thanksto its ERP integration capabilities, Sage CRMdelivers a 360 degree view of both customersand the business across the front- and back-officetoenabledeepercustomerandbusinessperformanceinsight.

Due to its openarchitecture andweb servicesinterface, Sage CRM also enables easyintegrationwithotherbusinessapplicationsandon-demand services, making it more relevanttoyourbusinessanddeliveringbetterbusinessmanagement.

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FEATURES AT-A-GLANCE

FOR ALL USERS• Easy-to-usewithfreshlookandfeel

• Fullycustomisableinteractivedashboard

• End-userpersonalisationofinterfacedesignandcontent

• In-builtusertutorials,userguideandquicktips

• Relationshipmanagementgraphs

FOR MARKETING PROFESSIONALS• Pre-installedmarketingdashboardavailableout-of-the-box

• Abilitytocustomisedashboardtocreateabespokeworkspace

•Campaignmanagementandanalysis

• Leadqualificationandmanagement

• Comprehensiveemailformattingoptions

•Mailmergefunctionality

• Documentdropcapabilities

•Outboundcalling

• Listmanagement

• Customersegmentationcapabilities

FOR SALES PROFESSIONALS• Pre-installedsalesdashboardavailableout-of-the-box

• Abilitytocustomisedashboardtocreateabespokeworkspace

• Account,contactandopportunitymanagement

• Comprehensivereportingandanalyticaltools

• Salesforecastingandterritoryalignment

• Calendarandactivitymanagement

• Processandworkflowautomation

•Mobilesolutionsandofflinesynchronisation

• Escalationandautonotifications

•Quoteandorderentry

FOR CUSTOMER SERVICE PROFESSIONALS• Pre-installedcustomerservicedashboardavailableout-of-the-box

• Abilitytocustomisedashboardtocreateabespokeworkspace

• Customerself-serviceportal

• Casetrackingandmanagement

•Workflowautomation

• Knowledgebaserecordingcustomerservicesolutions

• Addressmaintenanceandlinkingtools

• Escalationandautonotifications

• Reporting

FOR IT PROFESSIONALS• Advancedcustomisationcapabilities

•Out-of-the-boxcustomisation

• Easytoinstallandfasttodeploy

• Easytointegrate

• Flexibledeploymentoptions

INTEGRATION CAPABILITIES•MicrosoftOutlookIntegration

• Integratesstraightout-of-the-boxwith

manyleadingSageERPproducts

•Computertelephonyintegration

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The Interactive Dashboard

The Sage CRM interactive dashboardrevolutionises the way you manage yourbusinessandhowyouremployeesmanagetheirday. The interactive dashboard delivers a richand personalised user experience that boostsproductivity and helps drive user adoptionacrossthebusiness.

WiththeSageCRMinteractivedashboard,userscanmanagealltheiractivityfromoneplace.Thisincludes their calendar, their tasks, their listsand web and RSS feeds, driving productivitythroughout your organisation and enablingyour staff to accomplish more from a tailoredworkspace that combines the information theyuseeveryday.

Users can define their own personalised andintuitiveworkspacefromaseriesofgadgetsandwebfeedsensuringthatallcontentisrelevanttotheirneeds,enhancingtheuserexperienceandmaximisingtheproductivityofyourstaff.

Using innovative drag and drop functionality,users can quickly and easily personalisethe layout and information displayed on theinteractive dashboard, delivering an intuitiveand convenient way to view and action itemsand reducing the need to switch betweenscreens.Userscanmanagetheirsalespipeline,check stock control from integrated SageERP systems, monitor industry news content,manage their calendar and appointments andcontrol and process leads all from the samescreeninreal-time.

• Enhancestheuser-experiencethrougha

rangeofpersonalisedoptions

• Boostsstaffproductivity

• Empowersuserstocontrolandaction

activityfromasingleworkspace

• Singleviewofrelevantandcomprehensive

informationenablesbusinessestomake

informeddecisions

• Fullycustomisablelayoutusingdrag

anddroptechnologyforrich,user-driven

experience

• Pre-installedrole-baseddashboardsfor

Sales,Marketing,CustomerServicesand

Management,deliveringrelevantcontent

andimmediateproductivitygainsforusers

andteams

• Out-of-the-boxintegrationwithLinkedIn®

providinguserswithpowerfulnetworking

opportunitiesdirecttotheirdashboard

• Easyintegrationofwebandsocial

mediasites,maximisingrelevantcontent

andcustomer-connectednessacrossthe

organisation

BENEFITS OF THE SAGE CRM INTERACTIVE DASHBOARD

3

TheSageCRMInteractiveDashboardisanintuitiveandcustomisableworkspacefromwhereuserscanmanagealltheirdailytasksandactivitiesformaximumproductivity

4

Empower Sales Teams to Sell EffectivelyGenerating revenue from new and existingcustomers isan important task forcompanies.SageCRMempowersorganisationstosellmoreeffectivelyandefficiently.Salesexecutiveshaveasinglepointofaccessforcalendars,accounts,reports,pipelinemanagement,contactsandcalllists;allofwhichensurethattheyareproducingmorerevenuepersaleshour.

With Sage CRM, the sales team canmanageandactionalltheiractivitiesfromtheinteractivedashboard. This intuitive and interactiveworkspace enables the sales team tomonitortheir opportunities and pipeline, manage theircalendar and tasks, and identify powerfulnetworking opportunities from LinkedIn®, allfromthiscustomisableworkspace.

Easy-to-useanalyticaltoolshelpyoursalesteamtoidentifylatentsalesopportunitieswhichexistwithinyourcustomerdatabase,andthencreatecross-sell andup-sell propositions accordingly.Automatedworkflowandpipelinemanagement

• Improvestransparencyinthesalespipeline

• Offersexceptionmonitoring/alerts

• Enablescorrectiveactionagainstvariance

earlierinthesalescycle

• Enhancessalesforecastaccuracy

• Enablesquarterlysalesperformance

monitoring

• Optimisessalesresourceagainsthigh

potentialopportunities

• Acceleratesopportunitydevelopment

• Leadstoimprovedwin/lossratio

• Leadstoshortenedsalescycles

• Increasesprospect-to-customer

conversionrate

• Deliversmetricsonmostvaluable

customers

• Reportingandanalyticsfeaturestoidentify

customertrendsandprofiles

• Enablesmoreeffectiveidentificationofnew

marketopportunities

• Maximisescross-andup-sellopportunities

• Reducessalestrainingandadministration

costs

• Eliminatesmanual/duplicatedsales

processes

• Improvesteamcollaborationon

opportunities

• Decreasestimespentonadministrative

tasks

• Improvesprospecttargeting

• Increasesrevenueyieldperopportunity

andaccount

• Leveragesintelligencefromback-office

applications

• Boostssalesteamproductivitythroughthe

interactivedashboard

• Deliversasingleviewofrelevantand

comprehensiveinformationtothesales

teamtomaximiseuseoftheirtime

“Sage CRM supports a culture of constant progress. With Sage CRM, the next step is automatically built into the process, so we’re always moving forwards together to make the most of sales opportunities and build closer customer relationships. It reinforces the rigorous discipline of how we need leads to be followed up and the business developed. It’s not just on the most visible ‘top ten’ projects that Sage CRM adds value. It helps us to check that in chasing a new lead, salespeople are investing their time where it will bring best return.”

MarkLightowler,ManagingDirector,KaysersbergPlastics

tools eliminate unnecessary paperwork andensurethatsalesteamsareoptimisingtheirsalesprocesses and adhering to company-specificsalesstages.Thismeansthatopportunitieswillbe progressed as quickly and as efficiently aspossible.

Theinteractivedashboardprovidesat-a-glanceinformation to sales executives and managersonperformanceatanypointintime.Integrationwithback-officeapplicationsprovidessalesstaffwith access toboth financial andnon-financialdata, for a complete 360 degree view of theircustomerswhichisdisplayedonthedashboardforeaseofreference.

Mobileandofflinesolutionsprovidesalesteamswithaccesstotheinformationandservicesthattheyneedtodotheirjobseffectively,regardlessof their location,deviceorconnection, therebyensuringthattheyareasproductiveinthefieldastheyareintheoffice.

BENEFITS OF SAGE CRM TO THE SALES TEAM:

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TheSageCRMDashboardmakesiteasyforuserstocustomiselayoutandcontent,deliveringarichandpersonaliseduserexperience

6

Deliver Highly Effective Marketing Programmes to Customers and Prospects

SageCRMprovidespowerfultoolsformarketingteamstoplan,executeandaudithighlytargetedmarketing campaigns. Sage CRM allows youto develop a deep understanding of yourcustomers’ needs, enabling you to create atailoredproposition thatcanbecommunicatedto them through their preferred marketingchannels.

Sage CRM provides effective controls formonitoringmarketingbudgetsandenablesyoutocalculatedirectrevenueyieldspercampaign.

Sage CRM improves lead quality and ensureshigherconversionratesbysales.Themarketingteamcanleveragecustomerinsightstodevelopretentionprogrammes,aswellascross-sellandup-selllifecyclemanagement.

Marketing analytics and reporting ensureabsoluteaccountabilityatallstagesinthecycle,whichmeans that ROI can be calculated witheaseandthemarketingbudget isoptimisedat

“We needed a system that would track all publications that went out to our customers within a given quarter. With Sage CRM, you can see which publications, newsletters and updates customers have received and all interactions following the receipt of these. There have been a considerable amount of cross-selling opportunities generated. Customers calling in response to an update are now automatically informed of other services that are available, thus ensuring we are making the most of every customer interaction”

MarkO’Connell,BDO

all times.This informationcanbedisplayedontheinteractivedashboardforeaseofreference.

The interactive dashboard is an intuitiveworkspacefromwhichthemarketingteamcanview and monitor marketing campaigns andactivities.Apre-installedmarketingdashboardisavailableout-of-the-boxoruserscancustomisetheir own dashboard or team dashboard withcontentthatisrelevanttothemandtheirrole.

With the interactive dashboard, the marketingteam can link to reports to track the successof marketing campaigns and activities. Thedashboard also display feeds from websitessuchasnewsmonitoringwhichwillkeepthemup-to-datewithpublishednewsontheirbusinessandontheircompetitors.UserscanalsolinktoLinkedIn® and other social networking sites toidentifynetworkingopportunitieswithcustomersandprospects.

• Reducesmarketingadministrative

overheadandenablesmarketingbudgetto

betrackedandmanaged

• Enablesmarketingprogrammestobe

plannedmoreefficientlyandeffectively

• Improvesmarketingcampaignresponse

rate

• Produceshighlytargetedcustomer

communications

• Leadstodecreasedcostperlead

• Leadstodecreasedcostpercustomer

acquired

• Reducesmarketingcampaignleadtimes

• Deliversdetailedinformationonthelifetime

valueofcustomersandenablesprofitable

customerstobeeasilyidentified

• Enablesreal-timemarketingperformance

analysis

• Optimisesmarketingspend

• Enablestrackingofvarianceagainsttargets

• Enablesclosealignmentwiththesales

departmentandotherkeystakeholders

• Providesimprovedintelligencetomarketing

onleadgenerationactivities

• Enablesaccuratemeasurementof

marketingcampaignROI

• Ensurescustomersreceivetheright

marketingmessageattherighttime

• Abilitytoidentifyandprovidecustomised

products./servicestodifferentcustomer

segments

• Deliversasingleviewofrelevantand

comprehensivemarketinginformationon

theinteractivedashboard

BENEFITS OF SAGE CRM TO THE MARKETING TEAM:

7

CampaignscanbeeasilymanagedandtrackedusingSageCRMensuringthatthebudgetismaximisedandthatleadsareactionedaccordingly.

8

• Enablescustomersatisfaction

measurementandbenchmarking

• Increasesproductivityofcustomersupport

representatives

• Ensuresissuesnever“getlostbetweenthe

cracks”

• Monitorsserviceperformanceagainst

servicelevelagreements

• Enablescustomerissuestobetrackedand

respondedto,regardlessofwhoanswers

thephoneorreceivedtheemail

• Improvesresponsetimestocustomer

servicerequests

• Reducesholdtimesforcustomersrequiring

customersupport

• Reducestheaveragetimetoresolvean

issue

• Increasesthenumberofqueriesresolved

onfirstcontactrate

• Leadstodecreasednumberofservice

escalations

• Decreasesthenumberofcustomer

complaintsreceived

• Extendscustomerservicethrough24x7

self-serviceoptions

• Enablesbenchmarking/scorecardingof

customerserviceoperationsonanon-

goingbasis

• Leadstoincreasedcustomerretention

• Withtheinteractivedashboard,the

customerserviceteamcanmonitor

customercasesfromtheoneworkspace,

boostingagentproductivityandmaximising

theefficientuseoftheirtime

BENEFITS OF SAGE CRM TO THE CUSTOMER SERVICE FUNCTION:

Ensure Customer Satisfaction and Loyalty

Keepingcustomersloyalandprovidingthemwithasatisfyingandconsistentcustomerexperiencecanbehardtoperfect.SageCRMenablesyourcompany to roll-outweb-basedcustomer self-servicequicklyandcosteffectively. Fromhere,userscanservice theirown informationneeds,track data and update the systemwithout therequirementforcustomerserviceassistanceandatthetimeandplaceoftheirchoice.

Additionally, you can maximise thesynchronisation between your service agentsand your customers, ensuring that cases areprogressedinatimelymannerandinaccordancewithservicelevelagreements(SLA)directlyfrom

“With Sage CRM, we now have a system that automates all of the administration in dealing with our customer base. Our operators have a full service and booking history of all the callers, therefore we are building up a much deeper impression of the ‘Avis experience’ that they are having. In addition, call resolution time is down, making it a more satisfying customer experience.”

AnnGallagher,Avis

the interactive dashboard without the needto switch between screens, maximising theproductivityofagents.Knowledgemanagementcapabilitiesmake it easier tocapture remediesrelatedtospecific issueswhichmayrecurovertime,makingsurethatagentsarenotduplicatingeffort.

Reports and graphical charts which aredisplayedon the interactivedashboardprovidedetailedanalysisonmetricssuchascallvolume,case resolution times,communications, follow-upstatisticsandescalationsomanagementcanquantify the performance of the agents to thebusiness.

9

TheSageCRMcasemanagementfunctionallowscompaniestoensurethatcustomerissues/queriesarebeingtracked,managedandfollowed-upeffectively

10

Make Informed Business Decisions

Having a detailed knowledge of your businessperformanceandadeepunderstandingofyourcustomers is critical for senior management.Sage CRM provides extensive central controlover operations and budgets, helping seniormanagement to control these areas moreeffectively.

Reporting and graphical charts which aredisplayedforeaseofreferenceontheinteractivedashboardprovideinstant insight intobusinessand employee performance across multiplecriteriafacilitatinginformedbusinessdecisions.

• Drivesrevenuegrowth

• Improvesprofitability

• Providesimprovedsupportforstrategic

decision-making

• Enablesreal-timecorporateperformance

management

• Drivesproductivityacrosstheentire

organisation

• Improvesbusiness/shareholdervalue

• Reducesmarginerosion

• Reducescost-of-sale

• Reducescustomerattrition

• Reducesadministrationcost

• Eliminatesprocessbottlenecks

• Reducesbudgetandperformancevariance

• Deliversat-a-glancebusinessinsightviathe

interactivedashboard

With Sage CRM, senior managers havethe ability to validate forecast data with fulldrill-down to the underlying opportunities.Real-time visibility on revenue and budgetvariance ensures that decisions are based onaccurate information, and corrective actioncan be taken earlier in the cycle when it hasmaximumimpact.

Integrated with your Sage back-officeapplications, Sage CRM provides a completeview of the business and streamlined end-to-endbusinessmanagementcapabilities.

BENEFITS OF SAGE CRM FOR SENIOR MANAGERS:

“All of Abestway’s achievements with Sage CRM have enabled the company to grow 40-50% in revenues, in the last 12-24 months, without dramatically increasing their workforce. We’re able to hire less even though we’re doing more business because of Sage CRM.”

MendyGorodetsky,Asbestway

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TheSageCRMInteractiveDashboardenablesmanagementtomanagebusinessandteamperformancefromasingleworkspace

12

Flexible, Affordable, Scalable Solution

With Sage CRM, you have the freedom tochoose a solution that best fits your uniquebusiness requirements. You can choose fromflexible deployment methods (on-premise oron-demand) with confidence, knowingthat Sage CRM will grow with you asyour business needs evolve, giving youthe freedom to move from on-demand toon-premisethroughseamlessmigrationoptions.

Sage offers an easy-to-use, fast-to-deployon-premise CRM software solution without-of-the box but configurable businessprocessautomation.

Userscangetupandrunningquicklyandeasilythanks to the active directory import feature.Businesses can keep standard logons acrosstheir network which reduces administrativeoverheadandincreasesITproductivity.

SageCRMoffersflexiblecustomisationoptions,automatedprocessworkflows,mobilesolutions,offlinesynchronisationoptionsacrosscomputer

telephony integration (CTI), web self-serviceand more so you can improve productivityandempoweryourstaff tocommunicatemoreeffectively with your customers through SageCRM.

SageCRM.comisacomprehensiveon-demandCRM solution for businesses seeking a low-cost, turn-key option. The web-based CRMinfrastructure and intuitive browser interfaceensureyou’llbeupandrunning–andproductive–quicklywithoutburdeningyourITstaff.

A fixed monthly price delivers everything: theCRMapplication,support,training,backupsandupdates.Dataismaintainedatasecure,world-class, SAS70 certified data center. SageCRM.com is alwaysonandalwaysavailable togiveyouremployeesinstantaccesstovitalcustomerdata from the internet,whether theyare in theoffice,athome,orontheroad.

• Offershighlycompetitivetotalcostof

ownership

• Requiresminimumconfiguration

out-of-the-box

• Lowersadministrationanddeployment

costs

• Modernwebservices,serviceoriented

architecture

• Easytointegratewiththird-party

applications

• Easytointegratewithon-demandservices

• OffersintegrationwithleadingSageERP

systems

• Leveragespreviousinvestmentsinback-

officesolutionsandinternettechnologies

• Avoids“ripandreplace”inthefuture

• Scalablesolutiontoaccommodategrowth

andchange

• Offersflexibilitytoadapttouniquebusiness

processes

• Supportsmobileanddisconnectedstaff

• Empowersend-userstobeself-reliant

aroundreportingrequirements

• Deliversenhancedsecurityandprivacyof

customerandcorporatedata

• Enablesdecreasedadministration

associatedwithregulatorycompliancy

• EnablesITtospendmoretimeonstrategic

projectsratherthanday-to-dayissue

resolution

• Enablesquickandeasybatchimport

ofusersfromaWindows®networkwith

standardlogons,increasingITproductivity

andeliminatingadministrativeoverhead

BENEFITS OF SAGE CRM TO THE IT MANAGEMENT:

“Sage CRM’s web-based architecture greatly reduces deployment and maintenance costs as we could deploy on a single server and then simply provide access through a standard web browser for all users. In addition, most of the configuration could be done using Sage CRM’s intuitive and point and click configuration tools. We knew this would have terrific time and convenience benefits for us as the implementation progressed.”

HowardWorthington,AllianceandLeicester

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SageCRMmakesiteasytocontinuallycustomisethesystemusingtheComponentManagerfunction.Thesystemadministratorcanmoveacomponentcustomisationfromthetestenvironmenttoproductionenvironmentwithgreaterease.

14

About Sage CRM

Award-winning Sage CRM delivers full

suiteCRM(comprisingsales,marketing

and customer service automation) and

offers a broad range of functionality

witha lowTCOtosmallandmid-sized

organisationsglobally.SageCRMequips

sales, marketing and customer service

teamswith the tools they need to find

new customers, close sales faster and

buildlasting,moreprofitablerelationships

acrossallchannels.Regardlessofhow,

when or where customers, partners

and prospects choose to interact with

your business, Sage CRM provides

a decisive advantage by delivering a

comprehensive, easy-to-use system to

successfullymanagetheserelationships.

Thanks to its Sage ERP integration

capabilities,theSageCRMfront-officeis

poweredbydatafromtheback-officeto

givesales,marketing,customerservice

and other front-office staff a true 360

degreeviewofcustomers,differentiating

itfrommanyotherCRMsolutionsinthe

markettoday.

The Sage Difference

• TheleadingsupplierofSMB

businessapplicationsinthe

world*

• Over6.1millioncustomers

• Over3.1millionSageCRM

Solutionsusers

• Over13,400employees

• Over30,000Sage-certified

partnersspecialisinginbusiness

applications

• Directpresencein26countries

• Relationshipswithover40,000

accountancypractices

• 28yearsexperience

*Source:AMRResearch,2009,TheGlobal

EnterpriseApplicationMarket

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