Sage CRM v7.1 Product Brochure

1. Sage CRM
Communicate, Collaborate, Compete
with Sage CRM

2. CRM - Customer Relationship Management inefficiencies and provides management with Over ten thousand customers across the globe BENEFITS OF SAGE CRM TO
- is more than just a software application. It is timely and reliable insight to guide decisions. use Sage CRM every day to manage and YOUR BUSINESS
a business solution for all customer-centric maximise the performance of their business and
processes. It covers every interaction with With customers in over 70 countries worldwide, in particular their sales, marketing and customer Ensures your sales, marketing and customer
customers across the entire business. It improves Sage CRM is an award-winning, web-based service activities. services resources are being used to maximum
internal business processes, enables closer customer relationship management solution. It effect
management of new and existing customer is a full suite CRM solution comprising sales,
relationships, increases revenues and decreases marketing and customer service automation. Reduces your cost-of-sale
Reduces the cost of your marketing leads
Ensures you meet customer service level
Sage CRM offers customers a rapid route to agreements
value through its focus on ease-of-use,
ease-of-deployment, ease-of-integration and Minimises administration costs
ease of access anytime, anywhere.
Protects and grows your revenues
Ensures that your investments are all aligned to
revenue development
Enables you to pinpoint underlying issues and
take corrective action accordingly
Reduces the potential for customer attrition
Enables you to leverage further revenue
opportunities within your current customer base
Empowers your staff to provide exceptional
service to your customers
Reduces your opportunity cost
Boosts productivity and enables staff to
accomplish more in their working day
Maximises customer communications and
interactions through integrated social media
channels
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3. FEATURES AT-A-GLANCE
FOR ALL USERS FOR MARKETING PROFESSIONALS
• Easy to use with fresh look and feel • Pre-installed marketing dashboard available out-of-the-box
• Fully customisable interactive dashboard • Multi-channel campaign management
• End-user personalisation of interface design and content • Fully integrated e-marketing functionality
• In-built user tutorials, user guide and quick tips • Open, click and bounce rate tracking for e-marketing campaigns
• Relationship management graphs • Automated drip marketing campaigns
• Impactful visual charts and highly graphical reports • Attention grabbing templates out-of-the-box
• Real-time synchronisation between Sage CRM and MS Exchange for • Easy campaign cloning
seamless calendar management • Lead qualification and management
• Dynamic linking of multiple information sources on a single dashboard screen • Mail merge functionality
• Centralised meeting management • Full marketing workflow
• Full calendar response management • Outbound calling
• Fully customisable graphical workflow • List management
• Customer segmentation capabilities
FOR SALES PROFESSIONALS FOR CUSTOMER SERVICE PROFESSIONALS
• Pre-installed sales dashboard available out-of-the-box • Pre-installed customer service dashboard available out-of-the-box
• Ability to customise dashboard to create a bespoke workspace • Ability to customise dashboard to create a bespoke workspace
• Account, contact and opportunity management • Customer self-service portal
• Ability to create key accounts dashboard • Case tracking and management
• Sales forecasting and territory alignment • Workflow automation
• Calendar and activity management • Knowledge base recording customer service solutions
• Process and workflow automation • Address maintenance and linking tools
• Provides iPhone and Blackberry users with critical access to real-time information • Escalation and auto notifications
• Escalation and auto notifications
• Quote and order entry
FOR IT PROFESSIONALS INTEGRATION CAPABILITIES
• Out-of-the-box customisation • Sage ERP integration
• Easy to install and fast to deploy • MS Exchange integration
• Easy to integrate • MS Outlook integration
• Flexible deployment options • Social media integration
• Advanced customisation capabilities • Web-self service
• Single point of entry for Sage CRM and MS Exchange integration for ease-of- 2
administration and rapid new user setup

4. The Sage CRM Interactive Dashboard
The Sage CRM interactive dashboard Using innovative drag and drop functionality,
revolutionises the way you manage your users can re-size and re-position gadgets,
business and how your employees manage their enabling them to personalise the data they see
day. The interactive dashboard delivers a rich and how it is presented to them. This delivers an
and personalised user experience that boosts intuitive and convenient way to view and action
productivity and helps drive user adoption items reducing the need to switch between
across the business. screens. Users can manage their sales pipeline,
check stock control from integrated Sage
With the Sage CRM interactive dashboard, users ERP systems, monitor industry news content,
can manage all their activity from one place. This manage their calendar and appointments and
includes their calendar, their tasks, their lists control and process leads all from the same
and web and RSS feeds, driving productivity screen in real-time.
throughout your organisation and enabling
your staff to accomplish more from a tailored The Sage CRM Interactive Dashboard enables
workspace that combines the information they users to dynamically link multiple gadgets on a
use every day. single screen, maximising user productivity. A BENEFITS OF THE SAGE CRM INTERACTIVE DASHBOARD
number of pre-installed role based dashboards • Enhances the user experience through a • Out-of-the-box integration with LinkedIn®
Users can define their own personalised and are available out-of-the-box for sales, marketing,
range of personalised options providing users with powerful networking
intuitive workspace from a series of gadgets and customer service and management. Users can
web feeds ensuring that all content is relevant to also create bespoke company dashboards for • Boosts staff productivity opportunities direct to their dashboard
their needs, enhancing the user experience and key accounts ensuring that relevant content is • Empowers users to control and action • Easy integration of web and social
maximising the productivity of your staff. available for maximum efficiency. activity from a single workspace media sites, maximising relevant content
• Single view of relevant and comprehensive and customer-connectedness across the
information enables businesses to make organisation
informed decisions • Provides multiple information sources on a
• Fully customisable layout using drag single screen
and drop technology for rich, user-driven • Enables users to re-size and re-organise
experience gadgets on the interactive dashboard for a
• Pre-installed role-based dashboards for fully personalised user experience
Sales, Marketing, Customer Services and • Provides users with a company dashboard
Management, delivering relevant content to enable users to manage key accounts
and immediate productivity gains for users better
and teams
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5. The Sage CRM Interactive Dashboard is an intuitive and customisable workspace from
where users can manage all their daily tasks and activities for maximum productivity
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6. “In the sales department, Sage CRM is the tool that
we use all day long. It is vital in fact, because we log
all our customer contact in Sage CRM and all our
opportunities are tracked in Sage CRM. We would
actually lose sight of our opportunities if we didn’t
have a system like Sage CRM.”
Empower Sales Teams to Sell Effectively Aine O’Mahony,
Business Development Team Leader, CarTrawler
Generating revenue from new and existing The interactive dashboard provides at-a-glance
customers is an important task for companies. information to sales executives and managers
Sage CRM empowers organisations to sell more on performance at any point in time. Integration
effectively and efficiently. Sales executives have with back-office applications provides sales staff
a single point of access for calendars, accounts, with access to both financial and non-financial
reports, pipeline management, contacts and call data, for a complete 360 degree view of their
lists; all of which ensure that they are producing customers which is displayed on the dashboard
more revenue per sales hour. for ease of reference. BENEFITS OF SAGE CRM TO THE SALES TEAM
• Improves transparency in the sales pipeline • Eliminates manual/duplicated sales
With Sage CRM, the sales team can manage Sage CRM provides the sales team with the
• Offers exception monitoring/alerts processes
and action all their activities from the interactive ability to work from a mobile device regardless
dashboard. This intuitive and interactive of where they are located. This ensures that they • Enables corrective action against variance • Improves team collaboration on
workspace enables the sales team to monitor have fast, up-to-date access to critical customer earlier in the sales cycle opportunities
their opportunities and pipeline, manage their data especially for those that are often out on the • Enhances sales forecast accuracy • Provides seamless integration with MS
calendar and tasks, and identify powerful road. Sage CRM supports online access to the • Enables quarterly sales performance Exchange server which enables field-based
networking opportunities from LinkedIn®, all system from iPhone, Blackberry and Windows® monitoring staff to access real-time calendar, task and
from this customisable workspace. mobile devices and has been optimised for the
• Optimises sales resource against high contact information on any smartphone
iPhone.
Easy-to-use analytical tools help your sales team potential opportunities • Decreases time spent on administrative
to identify latent sales opportunities which exist The dashboard also display feeds from websites • Accelerates opportunity development tasks
within your customer database, and then create such as news monitoring which will keep them • Leads to improved win/loss ratio • Improves prospect targeting
cross-sell and up-sell propositions accordingly. up-to-date with published news on their business • Leads to shortened sales cycles • Increases revenue yield per opportunity
Automated workflow and pipeline management and on their competitors. Users can also link to • Increases prospect-to-customer and account
eliminate unnecessary paperwork and ensure LinkedIn® and other social networking sites to
conversion rate • Leverages intelligence from back-office
that sales teams are optimising their sales identify networking opportunities with customers
processes and adhering to company-specific and prospects. • Delivers metrics on most valuable applications
sales stages. This means that opportunities will customers • Boosts sales team productivity through the
be progressed as quickly and as efficiently as • Reporting and analytics features to identify interactive dashboard
possible. customer trends and profiles • Delivers a single view of relevant and
• Enables more effective identification of new comprehensive information to the sales
market opportunities team to maximise use of their time
• Maximises cross- and up-sell opportunities
• Reduces sales training and administration
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7. Sage CRM provides sales teams with the ability to work effectively regardless of their location via online
access through the Apple iPhone
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8. “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
Execute Highly Effective Marketing been a considerable amount of cross-selling
Campaigns Quickly and Easily 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
Sage CRM provides powerful tools for marketing for monitoring marketing budgets and enables customer interaction”
teams to plan, execute and audit highly targeted you to calculate direct revenue yields per
Mark O’Connell,
marketing campaigns. Sage CRM allows you campaign. Sage CRM improves lead quality and
Marketing Manager, BDO Simpson Xavier
to develop a deep understanding of your ensures higher conversion rates by sales. The
customers’ needs, enabling you to create a marketing team can leverage customer insights
tailored proposition that can be communicated to develop retention programmes, as well as
to them through their preferred marketing cross-sell and up-sell lifecycle management.
channels. Marketing campaign workflows can
be easily customised so they are structured Marketing analytics and reporting ensure
for consistent execution for maximum reach absolute accountability at all stages in the cycle,
and impact. Users can clone campaigns easily which means that ROI can be calculated with
BENEFITS OF SAGE CRM TO THE MARKETING TEAM
allowing them to create and share campaigns ease and the marketing budget is optimised at
quickly and easily. all times. This information can be displayed on • Reduces marketing administrative • Enables close alignment with the sales
the interactive dashboard for ease of reference. overhead and enables marketing budget to department and other key stakeholders
Sage E-marketing for Sage CRM* is a fully be tracked and managed • Provides improved intelligence to marketing
integrated email marketing solution which The interactive dashboard is an intuitive • Enables marketing programmes to be on lead generation activities
includes attention-grabbing e-marketing workspace from which the marketing team can
planned more efficiently and effectively • Enables accurate measurement of
templates, smart-sending features, automated view and monitor marketing campaigns and
drip marketing campaigns and the ability to track activities. A pre-installed marketing dashboard is • Improves marketing campaign response marketing campaign ROI
open, click and bounce rates all from within available out-of-the-box or users can customise rate • Ensures customers receive the right
Sage CRM. their own dashboard with content that is • Produces highly targeted customer marketing message at the right time
relevant to them and their role. communications • Enables users to clone campaigns for
Sage CRM Total Campaign Management allows • Leads to decreased cost per customer department-wide collaboration
marketing users to execute multi-channel Users can incorporate social media channels
acquired • Enables users to set up budget alerts for
marketing campaigns and clone winning such as Twitter and LinkedIn® into Sage CRM
campaigns quickly and easily. With Sage CRM, enabling them to maximise their communications • Reduces marketing campaign lead times pinpoint budget management
users can modify data while on a call to ensure and interactions with customers and prospects. • Delivers detailed information on the lifetime • Produces open, click and bounce rate
clean data can be captured easily and leads can value of customers and enables profitable tracking for e-marketing campaigns
be rapidly converted to opportunities. customers to be easily identified • Delivers a single view of relevant and
• Enables real-time marketing performance comprehensive marketing information on
Sage CRM provides effective controls and alerts
analysis the interactive dashboard
• Optimises marketing spend
• Enables tracking of variance against targets
7 * Sage E-marketing for Sage CRM requires an additional suibscription

9. Sage E-marketing for Sage CRM enables users to roll out drip marketing campaigns quickly and easily
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10. “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.”
Ann Gallagher,
Customer Relations Manager, Avis
Ensure Customer Satisfaction and Loyalty
BENEFITS OF SAGE CRM TO THE CUSTOMER SERVICE FUNCTION
Keeping customers loyal and providing them with can be managed directly from the interactive
a satisfying and consistent customer experience dashboard removing the need to switch between • Enables customer satisfaction • Increases the number of queries resolved
can be hard to perfect. Sage CRM enables your screens, maximising the productivity of agents. measurement and benchmarking on first contact rate
company to roll-out web-based customer self- Knowledge management capabilities make it
• Increases productivity of customer support • Leads to decreased number of service
service quickly and cost effectively. From here, easier to capture remedies related to specific
users can service their own information needs, issues which may recur over time, making sure representatives escalations
track data and update the system without the that agents are not duplicating effort. • Ensures issues never “get lost between the • Decreases the number of customer
requirement for customer service assistance and cracks” complaints received
at the time and place of their choice. Highly visual reports and graphical charts which • Monitors service performance against • Extends customer service through 24x7
are displayed on the interactive dashboard service level agreements self-service options
Additionally, you can maximise the provide detailed analysis on metrics such as call
• Enables customer issues to be tracked and • Enables benchmarking/score carding of
synchronisation between your service agents volume, case resolution times, communications,
and your customers, ensuring that cases are follow-up statistics and escalation so responded to, regardless of who answers customer service operations on an on-
progressed in a timely manner and in accordance management can quantify the performance of the phone or received the email going basis
with service level agreements (SLA). All cases the agents to the business. • Improves response times to customer • Leads to increased customer retention
service requests • With the interactive dashboard, the
• Reduces hold times for customers requiring customer service team can monitor
customer support customer cases from the one workspace,
• Reduces the average time to resolve an boosting agent productivity and maximising
issue the efficient use of their time
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11. The Sage CRM case management function allows companies to ensure that customer issues/queries are being
tracked, managed and followed-up effectively
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12. “Sage CRM is going to allow me to continue
to grow the efficiencies within the company
without increasing the overhead which is very
Make Informed Business Decisions important.”
Penelope Pearce,
Controller, EcoWater
Having a detailed knowledge of your business With Sage CRM, senior managers have
performance and a deep understanding of your the ability to validate forecast data with full
customers is critical for senior management. drill-down to the underlying opportunities.
Sage CRM provides extensive central control Real-time visibility on revenue and budget
over operations and budgets, helping senior variance ensures that decisions are based on
management to control these areas more accurate information, and corrective action
effectively. can be taken earlier in the cycle when it has
maximum impact.
Highly visual reports and graphical charts
which are displayed for ease of reference on Integrated with your Sage back-office
the interactive dashboard provide at-a-glance applications, Sage CRM provides a complete
insight into business and employee performance view of the business and streamlined end-to-
across multiple criteria facilitating informed end business management capabilities.
business decisions.
BENEFITS OF SAGE CRM FOR SENIOR MANAGERS
• Drives revenue growth • Reduces margin erosion
• Improves profitability • Reduces cost-of-sale
• Provides improved support for strategic • Reduces customer attrition
decision-making • Reduces administration cost
• Enables real-time corporate performance • Eliminates process bottlenecks
management • Reduces budget and performance variance
• Drives productivity across the entire • Delivers at-a-glance business insight via the
organisation interactive dashboard
• Improves business/shareholder value
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13. The Sage CRM Interactive Dashboard enables management to manage business and
team performance from a single workspace
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14. “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.”
Howard Worthington,
Senior Manager, Database Development, Alliance & Leicester
Flexible, Affordable, Scalable Solution
With Sage CRM, you have the freedom to can improve productivity and empower your
choose a solution that best fits your unique staff to communicate more effectively with your
business requirements. You can choose from customers through Sage CRM.
flexible deployment methods (on-premise, on-
demand or cloud-deployable) with confidence, SageCRM.com is a comprehensive on-demand
knowing that Sage CRM will grow with you as CRM solution for businesses seeking a low- BENEFITS OF SAGE CRM TO IT MANAGEMENT
your business needs evolve. cost, turn-key option.
• Offers highly competitive total cost of • Supports mobile staff
Sage offers an easy-to-use, fast-to-deploy A fixed monthly price delivers everything: the ownership • Empowers end-users to be self-reliant
on-premise CRM software solution with CRM application, support, training, backups • Requires minimum configuration around reporting requirements
out-of-the box but configurable business and updates. Data is maintained at a secure, out-of-the-box • Delivers enhanced security and privacy of
process automation. world-class, SAS70 certified data center. • Lowers administration and deployment customer and corporate data
costs • Enables decreased administration
The web-based CRM infrastructure and intuitive Sage CRM is fully cloud-enabled for customers
browser interface ensure you’ll be up and who want to run Sage CRM in the cloud. This • Easy to integrate with third-party associated with regulatory compliancy
running – and productive – quickly without delivers the best of both worlds for customers applications • Enables IT to spend more time on strategic
burdening your IT staff. who want all the customisation capabilities of • Easy to integrate with on-demand services projects rather than day-to-day issue
Sage CRM with all the flexibility that the cloud • Offers integration with leading Sage ERP resolution
IT Managers can get users up and running has to offer. systems • Enables quick and easy batch import
quickly and easily thanks to the active directory
• Leverages previous investments in back- of users from a Windows® network with
import feature. Businesses can keep standard Please contact your Sage Business Partner for
logons across their network which reduces full licensing and pricing details. office solutions and internet technologies standard logons, increasing IT productivity
administrative overhead and increases IT • Avoids “rip and replace” in the future and eliminating administrative overhead
productivity. • Scalable solution to accommodate growth • Administrators benefit from a single point
and change of entry from where they can manage
Sage CRM offers flexible customisation • Offers flexibility to adapt to unique business existing Exchange users and add new
options, automated process workflows, mobile
processes users for ease-of-administration
solutions, web self-service and more so you
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15. Exchange Server integration can be created and synchronisation underway rapidly.
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16. About Sage CRM
Sage CRM is used by over 10,000 organisations in 70 countries worldwide to manage their critical sales, marketing and
customer service activities every day. Award-winning Sage CRM equips businesses with the tools they need to find new
customers, close sales faster and build lasting, more profitable relationships across all channels. Regardless of how, 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 successfully manage these relationships. Thanks to its ERP integration
capabilities, the Sage CRM front-office is powered by data from the back-office to give sales, marketing, customer service and
other front-office staff a true 360 degree view of customers across front- and back-office functions, differentiating it from many
other CRM solutions in the market today.
Visit the Sage CRM Ecosystem at www.sagecrm.com to join the conversation on our user and partner communities and to
access the full range of Sage CRM apps and extras.
The Sage Difference
• The leading supplier of CRM solutions to SMB organisations worldwide
• Over 6.3 million customers
• Over 3.1 million Sage CRM Solutions users worldwide
• Over 13,400 employees
• Over 30,000 Sage-certified partners specializing in business applications
• Direct presence in 24 countries
• Relationships with over 40,000 accountancy practices
• 30 years experience
*Source: AMR Research, 2009, The Global Enterprise Application Market
© 2011 Sage Group plc.