1. Workbooks CRM
Introduction
Workbooks CRM delivers powerful customer relationship Workbooks CRM is part of the Workbooks suite of business
management (CRM) right to the internet browsers of small applications that give small and mid-size organisations
and mid-size businesses. It provides the framework from one platform on which to manage their entire ‘prospect to
which to manage business relationships more effectively; cash’ business processes. Workbooks delivers the ability
helping organisations to: to manage customers, employees, partners and suppliers
o within the same application suite.
Win more business more quickly
o Use the Workbooks suite to:
Forecast accurately in real-time
o o Improve business performance
Increase marketing ROI
o o Drive top line growth
Deliver first-class customer service
o o Increase productivity
Drive best practice processes
o o Reduce operating costs
Track Key Performance Indicators
o o Manage business risk
Improve business controls
People and Organisation Management
A Single View of Your Business Managing Business Relationships
Workbooks has been designed so that all its As well as traditional contact management information, it is
business applications, including Workbooks simple to use Workbooks to track and maintain all business
CRM, are unified on a single technology relationships, including:
platform – the WorkbooksONE™ Platform.
o Customers and prospects
This means that each Workbooks customer has a single
place – their own secure online database – for all
o Partners
employees to track, store and manage information about o Suppliers
the organisations and people with which their company
does business.
o Competitors
By leveraging this single, comprehensive source of Because Workbooks is uniquely designed to support
information it is simple to build and maintain strong and multiple relationships, it is possible for one organisation –
long-lasting business relationships. or person – to be a supplier, customer and competitor ; or
all three at once. In the same way, Workbooks users can
track third-party relationships between prospects and their
suppliers, competitors and customers – or the channel
partners of a particular organisation.
Workbooks API
WorkbooksONE™
Reporting
Platform
Customer Services Sales Marketing
Data Storage Information Information Information
High Availability
Customers Employees Financials Products
Suppliers Partners
Security
Figure 1: WorkbooksONE™ Technology Platform
Workbooks CRM www.workbooks.com

2. Managing Activity Forecasting
Tracking individual and team activities, Up-to-the-minute and precise forecasting
scheduling future tasks and keeping a delivers reliable information about the status
history of completed activities is simple of the revenue pipeline and the deals expected
with Workbooks CRM. Relevant details are to close. It provides sales managers with the
stored against each activity to record key information they need; such as revenue
information such as meeting notes, the and gross margin forecasts on a monthly, quarterly or
summary of telephone conversations and annual basis and information on the stage of all sales
follow-up actions and timescales. Activities can be assigned opportunities. Workbooks CRM helps to draw attention to
to others and a calendar function makes it simple to prospect accounts that may require greater sales support
schedule meetings and invite others to attend. to help close.
Workbooks also allows for the storing of notes and Workbooks CRM also gives visibility of sales team
attachments against virtually any record in the database; performance by providing management information on how
holding and sharing information such as account plans or teams and individuals are performing against their targets;
details of commercial terms with colleagues. highlighting who is over-achieving and who may need
additional support to meet their goals.
Salesforce Automation
Driving Best Practice Quoting and Product Books
Recognising that a successful sales operation requires Workbooks CRM incorporates multi-currency
discipline and consistency in sales execution, Workbooks product books that make quoting for new
provides the framework for organisations to deploy best business and signing new sales orders fast
practice sales methodologies. Workbooks CRM streamlines and consistent. Product books are managed
sales processes and delivers the tools required to measure centrally and include product codes, product
and improve sales team performance. descriptions, selling price and cost price for
automatic calculation of gross margin.
Opportunity and Pipeline Management Product books are ready-integrated with the Workbooks
CRM quotation tool, which makes quoting for new business
Workbooks CRM provides a framework that
extremely efficient. Simply select products and quantities
underpins best practice sales methodologies;
to generate a professional quote that includes references,
helping to improve the way in which sales
unit price, total price, description information, net and gross
professionals manage and maximise their
cost, tax and totals.
business opportunities. The application
manages opportunities through the sales Both product books and the quotation tool integrate
cycle and supports the sales person with tools they need fully with the sales ordering and invoicing functions and
to win the deal; such as account mapping of the entire approvals framework of Workbooks Business; streamlining
opportunity eco-system. the process from prospect to cash.
A sales professional’s opportunity pipeline is the key
indicator of their future success. Workbooks CRM provides
sales teams with the information and the visibility to manage
their sales pipeline against defined qualification criteria, by
sales stage, or in relation to a sales quota; empowering the
sales function and extending accountability.
Workbooks CRM www.workbooks.com

3. Marketing Automation Customer Service
Workbooks CRM improves the efficiency and effectiveness Workbooks CRM unites best practice
of marketing planning and activity execution; helping processes and technology to enable
to increase the flow of leads into your business and organisations to deliver first-class customer
automatically measuring marketing ROI. The application is service and support – whilst at the same
designed to free marketing teams from manual, time reducing delivery costs.
time-consuming processes – and in doing so dramatically
The Workbooks CRM case management portal is the
increases productivity.
hub of all customer service. Cases can be raised by
support teams using the application or customers via
Marketing Management and Planning email requests or web-to-case. This enables
self-service support by customers, which reduces the
How does a business know if its marketing is successful?
load on service teams and automates case allocation and
All too often excessive time resources are spent manually
initial case responses – as well as improving customer
reporting on marketing activities carried out; their duration,
satisfaction.
their costs and their results against targets. Or worse, this
analysis is not done at all. From Workbooks it is simple to prioritise and track the
progress of all cases; including history and resolution
Workbooks CRM measures marketing performance
activities undertaken, planned and in progress. Analytics
automatically. It tracks spend, monitors campaign
help to manage service teams’ time; identifying trends,
performance and calculates ROI on marketing investments;
highlighting issues and pinpointing areas where internal or
helping organisations to focus on the activities that win the
customer training may help.
most business.
Marketing Campaigns Real-Time Analytics
Workbooks provides the tools to simply and Workbooks’ powerful reporting engine
easily plan and measure the effectiveness brings real-time analysis of the current
of marketing campaigns; from assigning status of a company’s business to the
campaign objectives, including pipeline and internet browser.
revenue targets, to automatically measuring
success against the plan.
Reporting
It measures success by automatically tracking leads,
opportunities and deals won back to each marketing Out-of-the-box analytics combine with the ability to
campaign. This enables automatic campaign ROI create unlimited customised reports, referencing
calculations to determine marketing success in terms of virtually any component of the Workbooks business
number of leads, value of opportunities, the most successful database. View as summary information or drill-down
calls-to-action, and ultimately the value of sales closed. into granular detail.
Lead Generation Dashboards
Workbooks CRM helps marketing teams run Dashboards graphically display management information
lead generation activities faster and more in real-time and are ideal for showing performance against
effectively. Marketers can target campaigns target across any or all areas of the business; spotlighting
using either basic grouping – such as by job areas of concern.
role or company industry types – or by using
With Workbooks it is simple to see and report on
deep segmentation techniques based on
business data and answer key business information,
the behaviour of prospects and responses to previous
such as:
marketing ‘touches’.
With Workbooks CRM it’s fast to create mailing lists; in-
o What business will we close?
built data quality features such as auto-fill pick-list options o Do we have enough leads? Where do they
on key mailing fields reduce the time spent manually come from?
editing lists prior to send.
o Are we getting a return on marketing
Inbound leads can easily be prioritised and assigned investments? Which marketing activities result in
to relevant sales teams or individuals for follow up. For the most leads?
leads generated by offline sales and marketing activities,
bulk import capabilities make it simple to add new leads. o How many customer support cases have we closed
The solution automatically recognises existing contacts or opened in a given period – per team or per
without the overhead of manually identifying and removing support representative?
duplicate records.
Workbooks CRM www.workbooks.com

4. Workbooks
Workbooks
Business
CRM
Workbooks Feature List Sales and Purchase Order Management
Together, the Workbooks applications effortlessly drive best Quote-to-sales order  3
practice in sales and marketing, sales order management, Sales order-to-invoice  3
customer service, invoicing, purchasing and supplier
management, and company management. Quote-to-invoice  3
Sales acknowledgements  3
Receipts and debtor tracking  3
Workbooks
Workbooks
Credit notes  3
Business
Adjustments  3
CRM
Sales Force Automation Customer and supplier credit agreements  3
People and organisation management Purchase ordering and approvals workflow  3
o Your prospects and customers 3 3 Customer Services
o Your suppliers 3 3 Case management 3 3
o Your partners 3 3 Resolution reporting 3 3
o Your competitors 3 3 Case prioritisation 3 3
o 3rd party relationship tracking 3 3 Customer history 3 3
Activity management 3 3 Real-Time Analysis
Opportunity management 3 3 Dashboards 3 3
Sales quotas 3 3 Drill-down reporting 3 3
Forecasts and roll-up 3 3 Custom reports and analytics 3 3
Rich-Text notes editor and file upload 3 3 Exception reporting 3 3
Outbound email 3 3 Export to .CSV and Excel 3 3
Quotation tool with press-button creation 3 3 Customisation Tools
Microsoft Outlook integration 3 3 Custom fields 3 3
Sales Order Management Customisable templates:
Quote approval workflows  3 o Quotations 3 3
Product book 3 3 o Sales order acknowledgements  3
Multiple pricing schemes  3 o Invoices  3
Short-term pricing promotions  3 o Purchase orders  3
Multi-currency support 3 3 Platform Features
Gross margin calculation 3 3 WorkbooksONE™ integrated platform 3 3
Marketing Automation Web 2.0
Campaign management 3 3 o Customisable views 3 3
Market and people segmentation 3 3 o Drag-and-drop UI 3 3
Expenditure approval and tracking  3 Software as a Service 3 3
ROI Analysis 3 3 Highly configurable security 3 3
Lead Optimisation Highly available infrastructure 3 3
Lead assignment and management 3 3 User and group profiles 3 3
Lead queues 3 3 API for 3rd party integration 3 3
One-step lead conversion 3 3 Import tools (with built-in de-duplication) 3 3
Lead importing from .CSV 3 3 Export tools 3 3
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Workbooks Integrated Suite code: DS1010_crm