Sales Product Features at a Glance
Sales Forecasting & Reporting
- Accurate, timely forecasts allow sales reps and managers to make their own assessments of all leads, ensuring leads are never dropped or lost.
- Point and click reporting and graphs allow sales teams to access data for on-the-spot analysis and decision-making.
Management of Vital Opportunities & Leads
- Sage CRM MME assists in the tracking of leads from first contact to final sales, ensuring time and energy is spent on the deals that are most likely to close.
- Manage and analyse all current and historical account details, enabling your sales team to easily identify and recruit new clients and resell to existing ones.
Build & Maintain Profitable Customer Relationships
- Deliver superior customer service by having the most up-to-date and complete customer information at your fingertips.
- Information captured on your customers creates cross-sell and up-sell opportunities.
Account & Activity Management
- Escalation and reassignment of leads ensure that the employee most qualified to handle the situation addresses your client’s needs.
- Configure alerts to trigger literature fulfilment, follow-up appointments, call backs, daily tasks and much more.
- Security level assignment makes sure only the right people see information relevant to them.
Territory Management
- There are assignment rules to automatically route leads to the right sales rep based on territories. Create new teams and re-assign ownership.
- Gain insight into sales effectiveness and performance by territory.
- View marketing campaigns, response rates and associate sales revenue by territory.
Enhanced Outlook Integration
- Continue to run your e-mail, diaries and contacts through Outlook with auto-synch recording all interactions in CRM.
- All contacts, tasks and appointments can be shared between diaries in both systems to allow sharing of information.
- View CRM entirely through Outlook, allowing users to see the benefits of CRM but using a familiar interface.
Graphical Reporting
- Graphical forecasting and reporting features allow you to filter data any way you choose.
- Use system default reports or easily create new reports with a reporting wizard that walks you through the process.
Escalation & Notification Alerts
- Ensure business opportunities are never missed, by sending real time alerts to the right individuals based on their roles
- Deliver periodic messages to sales managers summarising critical opportunity and forecast information for their direct reports.
Quotes & Order Entry
- Generate sales proposals automatically reflecting local customer currency, customs and taxes.
- Access current product information, integrate with our accounting or your existing legacy systems and deliver the most up-to-date quotes.
‘Stay on Top’ Time Management
- On screen reminders, notification alerts, automation of literature fulfilment and the simplification of other non-revenue generating activities all impact on business and personal performance.
- Ability to monitor data proactively and notify management automatically of key business indicators.
Campaign Management
- Allow sales teams to easily set up, run and maintain their own marketing campaigns such as letter or e-mail campaigns.
- View responses to each campaign; replicate effective initiatives and assign return on investment to each campaign.
- Integrates completely with the marketing functions to allow instant feedback and information from the campaign to sales person.
Access Anywhere Anytime
- Work offline or work online over a network or the Web, seamlessly synchronise between the two.
Marketing Product Features at a Glance
Campaign Management
- Assign, schedule and track marketing activities within a campaign and view every detail of each campaign at a glance.
- Drill down to specific activities within a campaign including communications, opportunities, responses, budget, actual cost and lists of prospects.
- Segment your audience (based on product interest, demographics etc).
- Retain successful data for future campaigns.
Segmentation & Groups
- Segment customer and prospect lists using user friendly tools.
- Deliver targeted messages to select target audience.
- Export marketing lists to Microsoft Excel for external agencies.
Outbound Call Management
- Easily integrated into any marketing campaign.
- Target lists and calls can be allocated and scheduled.
- Schedule follow-up calls at times convenient for prospects and customers.
- Details of calls can be saved and shared throughout the company.
E-mail Management
- Make it easy to distribute mass e-mail by providing the ability to send HTML e-mail, create e-mail templates and send attachments.
- Store all communications about a particular campaign, so that employees can easily look up the exact e-mail message received by a specific customer or prospect.
Campaign Reporting
- Get real time information into the success of individual and ongoing campaigns by tracking them from initial lead generation right through to close.
- Match sales revenues to specific campaigns, providing immediate cost vs sales analysis data.
- Analyse marketing campaigns by lead source using user-friendly tools and reports.
Lead Management
- Qualify leads into your chosen criteria for follow up.
- Prioritise leads ensuring a lead never gets lost or goes cold.
- Lead tracking enables you to view the lead at every stage.
List Management
- Create target lists from selected criteria, re-use successful campaign lists or import mail house lists.
- Merge documents with target lists for mass mail outs.
- Create interactions, record marketing pieces sent for future reference.
Customer Care Product Features at a Glance
Case Management
- Capture and track every interaction with every customer regardless of customer touch point or channel of communication.
- Maintain a complete case history with instant access to all previous issues and customer interactions.
Activities & Communications
- Assign, schedule and track phone calls and meetings and view records of previous meetings.
- Send e-mails (plain text or HTML) and attachments and record communication for future reference.
- Attach documents – white papers, quotes, literature from the document library.
Reporting
- View and measure call turn around time and understand what is taking longer to resolve and why.
- View issues by category, outstanding and unresolved issues.
- Pull graphical reports for weekly, monthly and quarterly management meetings.
Knowledge Management
- Share customer information internally or externally to allow customers and partners to resolve their own issues.
- Build a library of solutions to common customer issues to help the customer service team resolve issues faster.
Customer Self Service Portal
- Provide your customers with web access to their own ‘customer portals’ which they can access at their convenience 24/7.
- Empower customers to log queries, make service requests, view the status of existing or past requests.
- Customise your self-service portal to match the look and feel of your corporate identity, ensuring your corporate brand is kept consistent through all customer touch points.
Escalation & Notification
- Set up rules to automatically escalate cases if not closed within a certain time period.
- Receive notifications automatically when cases are not resolved within a certain amount of time.
- Receive notification instantly through e-mail, web browser, phone etc.
Ticket Tracking
- Never lose an issue/service request in the organisation through tracking and recording of all requests through all stages of response.
- All issues are date-stamped at time of resolution or escalation for internal management and for external auditing of service.
Success Rates
- The representative working on the ticket is always visible as are any later representatives or managers as the request is moved through the organisation ensuring the ownership and accountability over requests as they progress.
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