Sage CRM


About CRM

Sage CRM is a browser-based customer relations management solution designed to bring the real benefits of CRM to your organisation. It's designed to be easy to use and deploy, affordable and packed with useful features. Sage CRM gives you flexible control over the Sales, Marketing and Customer Service systems in your business, and links them all together to provide seamless interaction with your customers.

Its clean, intuitive design provides fast access to all the information your users need, including in-depth reports on sales, marketing and customer care performance. And all this is available from right in the browser window, meaning Sage CRM can be easily deployed across your whole business, and users can access vital data from wherever they are, including on mobile devices. Sage CRM can also be deployed as part of the Sage 200 ERP package.



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Why Choose Sage CRM?
Sage CRM is an award-winning browser-based CRM solution that gives you superior flexibility and performance, a robust architecture, and the flexibilty of browser access. It brings all your customer information into one place, and gives your sales, marketing and customer support teams the tools they need to give your customers a great experience.

Sales Force Automation
With Sage CRM, you are in complete control of your sales process. Manage all parts of the sales cycle, analyse historical account details, and automatically distribute leads to sales operatives in the field, wherever they are.

Marketing Automation
Sage CRM gives you the tools to make your marketing efforts more targeted and effective. Gain control of your campaigns with in-depth tools, and clone successful ones. See leads generated by individual marketing activities to calculate accurate return on investment figures and invest marketing budgets more effectively.

Customer Service Automation
Sage CRM helps you make the most of every interaction with your customers, enabling you to increase customer satisfaction and bring repeat business. It brings together all the tools you need to deal with customer service requests quickly and effectively, enabling you to maintain a high level of service at all times.

Easy to Use
Sage CRM is recognised worldwide by thousands of customers for its ease of use. The interactive dashboard workspace enables users to access vital information all in one place, and the intuitive layout makes finding any data easy. The easy-to-understand interface means staff will spend less time learning to use the system and more time developing customer relationships, and them the confidence to use all the powerful features of the software.

Easy to Deploy
Sage CRM can be deployed quickly and easily across an entire organisation. Your system can be rolled out within a matter of days. Because it is browser based, there is very limited setup required for individual users and computers. Sage CRM also integrates easily with many leading business packages such as Sage ERP, Microsoft Office and Exchange Server supported out-of-the-box. Elite Business Services will also work to customise Sage CRM to your business needs, including interaction with specialist software.

Customisation
Sage CRM is flexible enough to meet the needs of thousands satisfied of customers worldwide. With fully customisable workflows which can fit to your business practices, and easy integration with existing systems, Elite Business Services can provide the customisation that helps you use Sage CRM in the way that benefits your business most.

Access Anywhere
As a web-based solution, Sage CRM offers anywhere, anytime access. Users in the field can have totally up to date information at their fingertips, and use the system from a range of mobile devices. The specially designed iPhone app, as well as access from a range of other web-enabled mobile devices, mean Sage CRM is available wherever you need it.



Sales

Sage CRM provides the tools you need to sell more effectively and efficiently. It has a vast array of tools to get the most out of your sales resources, and to report on their effectiveness. At the same time it manages to make all this information easy to reach and understand, with its intuitive interface, clean design and graphical reports.

Interactive Dashboard
Sales teams work more efficiently thanks to the interactive dashboard. This is an intuitive and customisable workspace from which they can manage all their daily tasks and activities for maximum productivity. The interactive dashboard can be customised to display relevant information from within Sage CRM, feeds from websites and information from integrated Sage ERP system. Gadgets within the dashboard can be linked to provide a real-time view of multiple customers' information.
A pre-installed sales dashboard is available out-of-the-box or users can customise their own dashboard or team dashboard with content that is relevant to them and their role. The sales team can monitor their opportunities and pipeline, manage their calendar and appointments, and identify powerful networking opportunities from LinkedIn® all from this customisable workspace.

The Sage CRM dashboard removes the need for users to switch between screens, maximising the efficient use of their time and boosting productivity. Gadgets can be positioned and sized accordingly providing users with maximum flexibility on the layout of their dashboard and delivering a rich and personalised user experience.

Key Benefits
    •  Boost Productivity by having all relevant information in one place
    •  Keep all team members up-to-date by having real-time information on the dashboard

Leads Management
Using Sage CRM sales users can track leads from first contact to final sales closure. Users have access to the entire history of interactions with leads. This ensures that time and resources are invested into the deals that are most likely to close and enables the sales team to easily identify and recruit new customers and resell or up-sell to existing accounts. Custom workflows can be defined to make sure that all leads are properly handled.

With Sage CRM, leads can be escalated and reassigned easily from the interactive dashboard. Follow-up activities can be automated and field-level security is a simple and straight-forward process. It also guarantees that leads are handled by the employees most qualified to assist the client and only relevant parties are privy to information. Sage CRM permits sales reps and managers to effectively analyse and manage the sales pipeline, with the ability to see and report on leads, opportunities and proposals at a glance.

Key Benefits
    •  Target resources more effectively to increase likelyhood of closures
    •  Easily manage sales pipeline
    •  Eliminate duplicated sales efforts

Sales Forecasting & Reporting
Sage CRM provides point and click reporting and graphs along with accurate and timely forecasts which are accessible by the sales team. This enables easy sales forecasting and reporting and provides sales teams and management access to data for immediate analysis and decision-making. Sage CRM provides detailed business insight data as well as graphical interpretations on the state of the business at any moment in time allowing businesses to strategically plan and gain insights on future performance.

Report charts are highly visual and graphical and can be incorporated into presentations for a professional look and feel. The charts are all configurable, customizable and skinable so users can modify the charts to suit their specific needs.

This powerful analytical information can be displayed on the interactive dashboard in a graphical format that makes sense to senior sales executives; allowing them to monitor team performance, identify issues and make strategic decisions; all in real-time.

Key Benefits
    •  Increase accurace of sales forecasts
    •  Reduce time spent on report generating
    •  Easily monitor progress against targets

Quotes & Order Generation
With Sage CRM, the most up to date quotes are delivered with access to the latest product information and prices. This maximises efficiency, reduces the margin for error and makes communications with customers and prospects more professional.

Sage CRM has functionality to automatically generate sales proposals and quotes using predefined templates for your business, enabling your team sales users to generate compelling, comprehensive and accurate proposals quickly and efficiently.

Quotes and proposals can be set to automatically use local currencies, taxes and customs charges and duties for the relevant area, meaning time saving and the removal of an extra layer of complexity in the process.

Key Benefits
    •  Reduce time spent on quote generating
    •  Increase quality of communication with customers
    •  Easily work in multiple currencies and tax systems

Communication Management
Sage CRM provides sales users with a complete diary solution with daily, weekly, monthly and yearly views. In addition, onscreen reminders and notification alerts are available to all sales team members increasing efficiency, punctuality and convenience. This synchronisation of information fosters organisational transparency within the business and enhances the quality and retention of information available to the user.

The calendar can be managed from the interactive dashboard ensuring that appointments and tasks are managed with ease. Sage CRM delivers a seamless calendar management experience thanks to real-time synchronization between Sage CRM and MS

Exchange. This enables mobile users to access up-to-date appointments, tasks and contacts within Sage CRM on their smartphone, laptop or desktop PC, wherever they have access to an internet connection, for maximum ease-of-use and productivity.

Key Benefits
    •  Increase the quality for diary information available
    •  Synchronise calendars with MS Exchange
    •  Enable users to view their appointments from whereever they are

Territory Management
With Sage CRM, assignment rules automatically route leads to the relevant sales representatives based on territories. It is possible to create new teams and re-assign ownership of teams as well as view marketing campaigns, response rates and associated sales revenue by territory.

Key Benefits
    •  Efficiently manage salespeople's movements in the field
    •  View reports based on sales information by territory

Mobile Devices
Sage CRM provides the sales team with the ability to work from a mobile device regardless of location. This ensures that they have full, fast, up-to-date access to critical customer data whilst out on the road. Since Sage CRM is a browser-based system, access from any supported device is included as standard.

Sage CRM supports online access to the system from iPhone, Blackberry or Windows® mobile devices and has been optimised for the iPhone.

Key Benefits
    •  Give your team access to customer information whereever they are
    •  Enable salespeople on the road to access fully up-to-date information
    •  Access the system from a number of supported devices

Sales Process Automation

Vital customer and prospect information can be retrieved quickly and easily using Sage CRM. Time is organised and administrative tasks are reduced to a minimum. In Sage CRM, the sales process is automated to enable users to concentrate on their primary purpose which is selling. The in-built workflow can be followed out-of-the box or customised to reflect your business process. The automation in Sage CRM means that all sales users follow the same steps, ensuring no opportunities 'fall through the cracks'.

The sales process can be structured to suit your internal business process for maximum effectiveness. Sage CRM also delivers periodic messages to sales managers summarising critical opportunity and forecast information for their direct reports. This ensures business opportunities are always retained and worked on.

Key Benefits
    •  Improve working practise by ensuring best procedures are used
    •  Fully customise the workflow to fit your business processes and needs
    •  Prevent leads from 'falling through the cracks'

ERP Integration
With Sage CRM and ERP integration, sales executives have access to customer data from the back-office allowing a true single view of the customer. This ensures that the sales executive is equipped with the most accurate and up-to-date information regardless of where that information is located. Operations are optimised as a result and there is less potential for delay, misunderstanding and error.

Information from the Sage ERP system can be displayed directly on the interactive dashboard for quick and easy access. For example, sales staff can easily check the availability of stock across different locations and can check the real-time status of orders without having to rely on multiple, disparate systems or consulting colleagues who may not be available. This enables sales staff to give accurate information to customers without delays, and thereby improving customer service and driving customer loyalty.

Key Benefits
    •  Get a truly full picture of your relationship with the customer
    •  Integrate information from ERP system
    •  Provide an improved all-around service to customers

Marketing

Sage CRM enables you to take control of your marketing activities effectively. It contains powerful tools for evaluating the effectiveness of campaigns and copying those which work well. It helps you to build up a complete picture of your customer base and see the networks and connections which link them. It lets you see generated leads and to ensure that no opportunities are lost.

Interactive Dashboard
Marketing teams work more efficiently thanks to the interactive dashboard. This is an intuitive and customisable workspace from which they can manage all their daily tasks and activities for maximum productivity. The interactive dashboard can be customised to display relevant information from within Sage CRM, feeds from websites and information from integrated Sage ERP system. Gadgets within the dashboard can be linked to provide a real-time view of campaign or lead information.

A pre-installed marketing dashboard is available out-of-the-box or users can customise their own dashboard or team dashboard with content that is relevant to them and their role. The sales team can monitor their opportunities and pipeline, manage their calendar and appointments, and identify powerful networking opportunities from LinkedIn® all from this customisable workspace.

The Sage CRM dashboard removes the need for users to switch between screens, maximising the efficient use of their time and boosting productivity. Gadgets can be positioned and sized accordingly providing users with maximum flexibility on the layout of their dashboard and delivering a rich and personalised user experience.

Key Benefits
    •  Boost Productivity by having all relevant information in one place
    •  Keep all team members up-to-date by having real-time information on the dashboard

Campaign Management
Sage CRM's total campaign management functionality comes with marketing campaign workflow out-of-the-box so organisations can easily structure campaigns for consistent execution. Marketing users can execute multi-channel marketing campaigns for maximum reach and impact. With Sage CRM, every phase of every marketing campaign can be tracked to provide meaningful analysis and campaign measurement.

Sage CRM empowers the marketing team to view activities, leads and follow-ups, and to drill down to specific activities including ommunications, opportunities, reponses, budget and costs, managing and tracking every element of every marketing campaign.

Sage CRM makes it easier to roll out automated marketing campaigns, putting marketing resources to their best use. The success of individual or ongoing campaigns can be tracked in realtime, at any stage from the initial lead to the close. Users can also clone campaigns easily. This drives marketing-wide collaboration by enabling marketing users to share best practice within teams and re-create campaigns quickly and easily.

With user-friendly tools and highly graphical reports, the marketing team have the ability to match sales revenues to specific campaigns and to analyse marketing campaigns per lead source. Powerful and flexible profiling of customers and prospects based on criteria selected by the marketing team as well as direct integration to mass e-mail and CTI functionality, makes Sage CRM an invaluable tool for organisations and marketers. Sage CRM not only tracks response rates, it also permits the matching of sales revenues to specific campaigns. Management can use invaluable analysis tools in Sage CRM to determine marketing RoI and cost versus sales analysis.

Users can also define a marketing budget which alerts them when they are running over budget for pinpoint budget management.

Key Benefits
    •  Create highly targeted marketing campaigns
    •  Improve response rate and return on investment
    •  Monitor campaign performance in detail and copy successful ones
    •  Manage campaign budgets more easily

Lead Management
Managing and tracking leads is vital to ensure that sales opportunities are not missed and are actioned accordingly. With Sage CRM, leads can be qualified per selected criteria for follow-up and tracked at each stage in the process.

Full workflow management ensures that leads are maximised at all times. They can be assigned to relevant team members to follow up or converted accordingly. Sage CRM provides users with a number of predefined reports to help analyse and track the source of leads. Customised reports can also be designed and displayed on the interactive dashboard for quick reference.

Key Benefits
    •  Ensure all leads are followed up
    •  Get reports on the source of leads and link leads to specific marketing campaigns

List Management
With Sage CRM it is possible to create targeted lists of prospects and customers that can be used for sales calls/mailings. Customer data and prospect lists can be segmented based on desired criteria such as interest or demographics via user-friendly tools. Sage CRM allows users to focus marketing efforts on prospects that are most likely to purchase, thereby increasing return on investment and maximising marketing budget and spend.

Sage CRM can be configured so that campaign responses trigger sub-lists for the next wave of the campaign, with successful responses moved to sales and non-responses kept on a reminder list (or removed if required).

Marketing lists can be recorded for future reference and Sage CRM provides the option to re-use successful campaign lists or import mail house lists. Detailed profiles of customers and prospects over the course of the relationship can be created and this information can be stored, reported and segmented for future campaigns.

Key Benefits
    •  Obtain better focus of marketing activities
    •  Follow through on responses easily

Sage E-Marketing
Sage E-marketing for Sage CRM, available separately, delivers all the power of e-marketing software directly through Sage CRM for end-to-end marketing campaign management. With a library of over 90 highly designed templates, users can executed targeted email marketing campaigns and drip marketing campaigns to the right people at the right time for maximum impact.

Open, click and bounce rates are automatically tracked enabling users to calculate accurate RoI and deliver hot leads to the sales team. Please refer to the Sage E-marketing for Sage CRM Datasheet for more information.

Key Benefits
    •  Automate your e-marketing processes
    •  Get detailed reports on repsonses
    •  Fully integrated with Sage CRM

CTI Integration
Sage CRM schedules calls for telemarketers and triggers followups dependent on the outcome of the calls while the details of the call, such as length and results, are saved for cross departmental future reference. In addition, CTI (Computer Telephony Integration) integration delivers advanced call automation and recognition tools providing telemarketers with the tools necessary for effective and efficient telemarketing campaigns.

Key Benefits
    •  Utilise telemarketing resources more effectively
    •  Monitor relevant information in depth

Reporting & Analysis
Sage CRM enables users to take control of their marketing budget by providing extensive planning and reporting tools across all levels of marketing activity. Leads, opportunities and closed sales are all associated back to their originating marketing campaign, so the direct revenue yield for each programme can be calculated accurately. Alerts can be created to notify users when they are over budget for pinpoint and accurate budget management.

Key Benefits
    •  Get more accurate information on the success of all marketing activities
    •  Keep projects to budget

ERP Integration
Front-to-back-office integration between Sage CRM and Sage ERP systems allows marketing staff to leverage account information, enabling them to identify buying trends or suitable target segments. Access to financial information on customers, provides the marketing team with the ability to create marketing lists based on financial profiles and target customers with good credit ratings and purchase histories. Information from the Sage ERP system can be displayed on the interactive dashboard for quick and easy access, providing marketing teams with access to powerful customer data.

Integration between Sage CRM and ERP enables marketing staff to execute highly targeted campaigns based on customers' financial history and enables pin-point measurement of marketing RoI.

Key Benefits
    •  Get a truly full picture of your relationship with the customer
    •  Integrate information from ERP system
    •  Easily access financial data from a customer account


Customer Service

Sage CRM is designed to help you in the vital task of maintaing strong relationships with your customers through effective customer service systems.Keep track of your full relationship with every customer, and build up a list of the most common queries to speed up resolution.

Interactive Dashboard
Users can view communications, contacts, leads, opportunities or cases all through the interactive dashboard. This ensures that customer service staff are equipped with the most accurate and up-to-date information at their fingertips regardless of where it is located within Sage CRM, enabling them to provide a consistent and excellent customer service at all times.

The interactive dashboard can be customised to display relevant information from within Sage CRM, feeds from websites and information from integrated Sage ERP system. Users can choose to use the pre-installed customer service dashboard available outof-the-box or customise their own dashboard or team dashboard to create a bespoke workspace to suit their needs. Gadgets can be positioned and sized accordingly to provide users with maximum flexibility on the layout of their dashboards.

Users can also create a company dashboard for specific key accounts to enable them to better serve their customers. With the interactive dashboard, the customer service team can monitor customer cases from the one workspace, boosting agent productivity and maximising the efficient use of their time.

Key Benefits
    •  Boost Productivity by having all relevant information in one place
    •  Keep all team members up-to-date by having real-time information on the dashboard

Case Management
Sage CRM provides the customer care team with the ability to record customer queries/incidents which need to be followed-up. If a case is not followed up within the time allocated, it will automatically trigger an escalation procedure to inform the customer services manager. This ensures that customer cases are attended to in a timely manner and that issues do not get lost 'between the cracks'. Cases can be tracked and actioned directly from the interactive dashboard without the need to switch between screens, maximising the productivity of agents.

Key Benefits
    •  Ensure cases are deal with quickly
    •  Prevent cases getting lost or forgotten about

Knowledge Base
Sage CRM provides central knowledge base capabilities for technical solutions to known issues or questions. This provides agents with easy and immediate access to a central bank of information and keeps accurate records of contacts with customers via case tracking and communication logs.

Customer service staff can find a solution to a customer query quickly and easily which ultimately results in improved customer care. A full workflow approval process ensures that only solutions which have been reviewed and approved by the relevant manager is published in the knowledge base.

Key Benefits
    •  Resolve common queries more quickly
    •  Identify and resolve recurring problems

Workflow
The ability to define customer care processes and escalation points is controlled and managed by a feature in Sage CRM called workflow. If a customer service case or query remains unresolved for longer than the predefined time, the workflow process triggers an automatic escalation notification to the customer care manager.

This alert is a powerful automatic reminder that ensures each case is followed up on. Workflow can be fully customised in order to ensure that cases are progressed in accordance with company-specific requirements.

Key Benefits
    •  Take care of all cases quickly
    •  Fit workflows to your company procedures and service agreements

Reporting
Sage CRM provides powerful reporting capabilities which make it easy to monitor and measure customer service performance. Reports and dashboards provide overview information and detailed analysis on metrics such as call volume, case resolution times, communications and follow-up statistics. Customers can be provided with customised reports to demonstrate that the resolution criteria within their SLAs are being met. These can be displayed on the interactive dashboard for quick and easy access and analysis.

Report charts are highly visual and graphical and can be incorporated into presentations for a professional look and feel. The charts are all configurable, customiable and skinable so users can modify the charts to suit their specific needs.

Key Benefits
    •  Make your customer service more efficient
    •  Ensure SLAs are being met

Team Management
Sage CRM provides management with a powerful tool to monitor agents' performance. Managers can assess quantitative metrics such as case volume and the case resolution times, as well as qualitative metrics such as the prioritisation of cases and overall customer satisfaction which can be displayed on the interactive dashboard for ease of reference. This means that staff are motivated and fully equipped to resolve customer issues and customers receive a more meaningful and personalised service.

Key Benefits
    •  Monitor team and individual targets
    •  View reports on a wide range of metrics

Web Self-Service
Sage CRM offers a web self-service module that enables businesses to allow their customers, partners and suppliers to access a subset of their Sage CRM data and functionality over the web at their convenience. This capability can be fully integrated within the company's own website, ensuring that their customers benefit from an entirely seamless experience.

Key Benefits
    •  Enable customer to resolve their own issues
    •  Reduce support resource requirements

ERP Integration
With Sage CRM and ERP integration, customer service staff have access to customer data from the back-office as well as the frontoffice for a true single view of the customer.

For example, customer service staff can easily check the availability of stock across different locations and can check the real-time status of orders without having to rely on multiple, disparate systems or consulting colleagues who may not be available. This enables staff to give accurate information to customers without delays, thereby improving customer service and driving customer loyalty.

Information from the integrated Sage ERP system can be displayed on the interactive dashboard for quick and easy access, equipping the customer service team with powerful information to provide customers with a consistent and exceptional service.

The interactive dashboard provides the customer service team with an intuitive and customisable workspace from which they can manage and control all customer queries. Agents can dynamically view and access multiple customer information from the dashboard providing them with a holistic view of the customer and enabling them to better serve their customer needs.

Key Benefits
    •  Get a truly full picture of your relationship with the customer
    •  Integrate information from ERP system
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