your business forward in demanding times

with Sage CRM

Driving

Sage CRM

•Howaremystaffspendingtheirtime?• Areallleadsandopportunitiesbeingcapturedandfollowedupcorrectly?

• Arewetargetingthemostprofitablecustomers?

• Aremycustomerssatisfiedwiththelevelofservice?

• Howiseachdepartmentperforming?•HowcanIempowermystafftobecomemoreproductive?

•HowcanIensurethatbudgetsarebeingtrackedandmanagedeffectively?

ThesearejustsomeofthequestionsseniormanagersandSMBownersfaceonadailybasis.Restassured,thereisasolutiontothosemanychallenges–SageCRM.

B e n e f i tS o f S ag e C R M to yo u R B u S i n e S S

Enablesyoutoleveragefurtherrevenueopportunitieswithinyourcurrentcustomerbase

Ensuresyoursales,marketingandcustomerservicesresourcesarebeingusedtomaximumeffect

Reducesyouropportunitycost

Reducesyourcost-of-sale

Reducesthecostofyourmarketingleads

Ensuresyoumeetcustomerservicelevelagreements

Minimisesadministrationcosts

Protectsyournetmargin

Protectsandgrowsyourrevenues

Enablesyoutopinpointunderlyingissuesandtakecorrectiveactionaccordingly

Reducesthepotentialforcustomerattrition

Ensuresthatyourinvestmentsareallalignedtorevenuedevelopment

Empowersyourstafftoprovideexceptionalservicetoyourcustomers

Boostsproductivityandenablesstafftoaccomplishmoreintheirworkingday

SageCRMoffersabroadrangeoffunctionalitywithalowtotalcostofownershiptosmallandmid-sizedorganisationsglobally.SageCRMequipssales, marketing and customer service teamswith the tools they need to boost productivity,findnewcustomers,closesalesfasterandbuildlasting, more profitable relationships across allchannels. Regardless of how, when or whereyourcustomers,partnersandprospectschooseto interact with your business, Sage CRMprovidesadistinctiveadvantagebydeliveringacomprehensive,easy-to-useandintuitivesystemtosuccessfullymanagetheserelationships.

Additionally,SageCRMconnectsyourbusinesslike no other CRM application. Out-of-the-boxit delivers tight integration with leading SageERPapplications,breakingdowndepartmentalsilos, connecting your front- and back-office

and providing total visibility and control rightacross your business through the interactivedashboard.

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, SageCRMdrivesorganisation-wide,straight-throughbusinessprocessautomation.ThankstoitsERPintegrationcapabilities,SageCRMdeliversa360degreeviewofbothcustomersandthebusinessacross the front- and back-office to enabledeeper customer and business performanceinsight.

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

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f e at u R e S at - a - g l a n C e

f o R a l l u S e R S• Easy-to-usewithfreshlookandfeel

• Fullycustomisableinteractivedashboard

• End-userpersonalisationofinterfacedesignandcontent

• In-builtusertutorials,userguideandquicktips

• Relationshipmanagementgraphs

f o R Ma R K e t i n g P R o f e S S i o n a l S• Pre-installedmarketingdashboardavailableout-of-the-box

• Abilitytocustomisedashboardtocreateabespokeworkspace

•Campaignmanagementandanalysis

• Leadqualificationandmanagement

• Comprehensiveemailformattingoptions

•Mailmergefunctionality

• Documentdropcapabilities

•Outboundcalling

• Listmanagement

• Customersegmentationcapabilities

f o R S a l e S P R o f e S S i o n a l S• Pre-installedsalesdashboardavailableout-of-the-box

• Abilitytocustomisedashboardtocreateabespokeworkspace

• Account,contactandopportunitymanagement

• Comprehensivereportingandanalyticaltools

• Salesforecastingandterritoryalignment

• Calendarandactivitymanagement

• Processandworkflowautomation

•Mobilesolutionsandofflinesynchronisation

• Escalationandautonotifications

•Quoteandorderentry

f o R C u S to M e R S e R V i C e P R o f e S S i o n a l S• Pre-installedcustomerservicedashboardavailableout-of-the-box

• Abilitytocustomisedashboardtocreateabespokeworkspace

• Customerself-serviceportal

• Casetrackingandmanagement

•Workflowautomation

• Knowledgebaserecordingcustomerservicesolutions

• Addressmaintenanceandlinkingtools

• Escalationandautonotifications

• Reporting

f o R i t P R o f e S S i o n a l S• Advancedcustomisationcapabilities

•Out-of-the-boxcustomisation

• Easytoinstallandfasttodeploy

• Easytointegrate

• Flexibledeploymentoptions

i n t e g R at i o n C a Pa B i l i t i e S•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 personalise thelayoutandinformationdisplayedontheinteractivedashboard,deliveringanintuitiveandconvenientwaytoviewandactionitemsandreducingtheneed to switch between screens. Users canmanagetheirsalespipeline,checkstockcontrolfrom integrated Sage ERP systems, monitorindustry news content, manage their calendarand appointments and control and processleadsallfromthesamescreeninreal-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

B e n e f i tS o f t H e S ag e C R M i n t e R aC t i V e Da S H B oa R D

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TheSageCRMInteractiveDashboardisanintuitiveandcustomisableworkspacefromwhereuserscanmanagealltheirdailytasksandactivitiesformaximumproductivity

4

empower Sales teams to Sell effectively

Generating 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.

B e n e f i tS o f S ag e C R M to t H e S a l e S t e a M:

5

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

B e n e f i tS o f S ag e C R M to t H e Ma R K e t i n g t e a M:

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.

B e n e f i tS o f S ag e C R M f o R S e n i o R Ma n ag e R S:

“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. Sage CRM will growwithyouasyourbusinessneedsevolve.

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

B e n e f i tS o f S ag e C R M to t H e i t Ma n ag e M e n t:

“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 suite

CRM (comprising sales, marketing and

customer service automation) and offers a

broadrangeof functionalitywitha lowTCOto

smallandmid-sizedorganisationsglobally.Sage

CRM equips sales, marketing and customer

service teamswith the tools theyneed 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.

ThankstoitsSageERPintegrationcapabilities,

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, differentiating it from many

other CRM solutions in the market today.

©2010 Sage Software Asia

Sage Software Asia Pte Ltd210 Middle Road, IOI Plaza #04-06

Singapore 188994

Tel: +65 6336 6118Fax: +65 6339 6118

Website: www.sageasiapac.com

About Sage Asia

Global Scale, Local Focus

Sage Asia, a subsidiary of the Sage Group

plc., provides business software, services

and support to small and medium sized

businesses (SMBs). With our heritage of

over 25 years of experience working with

SMBs around the world, our global scale

means we bring the accumulated knowl-

edge to our customers both by country

and by industry. Despite our global reach,

we have built our success on understand-

ing and meeting the needs of our custom-

ers in their local markets. We offer a choice

of high quality products that are relavant to

our customers in their local markets, use

the most appropriate technology tested

by in-country experts, delivered and sup-

ported by local experts. From accounting,

opertaions, customer relationshio manage-

ment (CRM), HR and payroll, to enterprise

resource planning (ERP), we deliver solu-

tions that make it easier for our customers

to manage their business processes. Our

portfolio of leading solutions includes Sage

Accpac ERP, Sage X3 ERP, Sage CRM, Sage

SalesLogix, Sage ACT!, and the Sage UBS.

The Sage Asia networks covers Singa-

pore, Thailand, Malaysia, Hong Kong,

Taiwan, China, India, the Middles East

and other key cities in Southeast Asia.

The Sage Difference

• The leading supplier of SMB business

applicationsintheworld*

• Over5.8millioncustomers

• Over 3.1 million Sage CRM Solutions

users

• Over14,500employees

• Over 30,000 Sage-certified partners

specialisinginbusinessapplications

• Directpresencein26countries

• Relationships with over 40,000

accountancypractices

• 28yearsexperienc

*Source: AMR Research, 2009, The GlobalEnterpriseApplicationMarket