second crm enterprise – an introduction
TRANSCRIPT
© 2014 Soft Solvers Solutions. All Rights Reserved.
Cloud CRM Solution for Small Businesses
Second CRM Enterprise – An Introduction June 2014
© 2014 Soft Solvers Solutions. All Rights Reserved.
Introduction Second CRM – Cloud CRM Solution for Small Businesses
SoftSolvers – MSC Malaysia Status company in Cyberjaya
Designed for Small to Midsize Businesses, as a viable
alternative to more expensive overseas solutions
Helps in Managing Sales, Marketing and Customer Service
On Demand, No investment on server/software, No need
IT guys, Highly Secure, Daily backups, Never lose any data
Easy-to-use, customizable, Access it any time, any where
or on any device (desktop, tablet, or phone)
© 2014 Soft Solvers Solutions. All Rights Reserved.
Second CRM Enterprise CRM at your own terms Second CRM Enterprise is a premium offering for businesses to run Second CRM under their full control - Private Cloud, AWS or inside own datacentre. Full Customisations allow meeting all requirements & any kind of Integration with backend systems.
Premier Support & Full Control 24 by 7 Premier Support Multiple Deployment options Dedicated Second CRM Support Personal Additional sandbox environment for testing and
training Admin access to server for monitoring and backups Unlimited Customisations (chargeable beyond
monthly limit) Free customisations worth 10 man hours, per
month
© 2014 Soft Solvers Solutions. All Rights Reserved.
Second CRM Features Sales Force Automation
Leads Management
Account Management
Sales Pipeline Tracking
Quotation to Sales Order
Management
Services & Service Contracts
Capture Website Leads
Customer Service
Account Management
Manage Service Contracts
Customer Issue Management
Customer Survey
Customer Portal
Knowledgebase, FAQ’s
Marketing Automation
Campaign Management
Mass Mail with Email Templates
Send & receive SMS in CRM
Google Apps Integration
Calendaring & To Do
Management
Document Management
Business Intelligence
Dashboard & Charts
Advanced Reporting
Alerts & Notification
Scheduled Reports
Data Analysis
Operations Management
Project Management
PO & Vendor Management
Invoicing, Payment & Receipt
Customer Asset Management
Computer Telephony
Integration
Extensible
Modular Architecture
Web Services API
Tablet & Mobile friendly
Interface
Import / Export Data
Configurable Workflow
Second CRM Enterprise allows source level customisation to meet any business requirement.
© 2014 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage Second CRM – Customer Feedback Management
Auto creation of tickets, for all emails received at specific email addresses.
Converge traditional channels with online , in one central system.
Phone / Tollfree
Auto assignment of tickets, based upon selected Subject, or any other parameter.
Online Form
Manual / Auto assign to Agents
Covering All featured phones.
SMS Messaging
© 2014 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage Second CRM – New Age Sales Management
Phone based Payment, using Contact centre.
Phone / Tollfree
Online Sale completed via Payment gateway, stored in Second CRM
Online Selling
Covering even feature phones.
SMS Payment
iPad / iPhone based POS
Square like device for any time any place POS
Send Invoice and link to Customers to pay online.
Email based Payment
Centralised Sales Management
Common Customer Database, across Channels, can be used for Segmented Marketing & providing Customer Support
Consolidated Sales and Financial Reporting
© 2014 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Converge traditional channels with online , in one central system.
Phone / Tollfree
Customer send Message, Agent Call back.
SMS Messaging
User enters his number, initiate two Calls, connecting him to Contact Centre agent
Online Click 2 Call
Access to
Customer History
Complete
interaction log
stored in CRM
Second CRM - Multi Channel Contact Centre
© 2014 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Second CRM to get Read Only access from Backend System on daily basis.
Second CRM allows Agents to access the info on the go
Second CRM allows Managers to Monitor and Support Agents
Customers access online portal for viewing/updating their data; online request (problem reporting, warranty claims, etc
Second CRM - Empowering Agents Sales Force
© 2014 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage
Second CRM to Maintain Buildings, Rentable Units, Tenancy Agreements, etc on real time basis.
Second CRM allows Users to process unit handover process, tenancy agreement, renewals, monthly billing, etc
Second CRM allows Managers to Monitor by generating real time reports and automated alerts
Tenants access online portal for viewing/updating their contact info; download bills, online request (problem reporting, etc
Second CRM – Building (Real Estate) Management
© 2014 Soft Solvers Solutions. All Rights Reserved.
Manage Event Calendar
Examples of Second CRM Usage
Online Event Calendar Online Registration
Manage Registrations
Send Invoice and link to Customers to pay online.
Email based Payment
Reports & Charts
Second CRM – Online Selling of Programmes / Trainings
1
© 2014 Soft Solvers Solutions. All Rights Reserved.
Examples of Second CRM Usage Second CRM – Contract Management
Vendor / Suppliers Contact Info
Contracts Info (terms, expiry
date, etc)
Documents Upload
Integration with backend
Systems
© 2014 Soft Solvers Solutions. All Rights Reserved.
Success with Second CRM Case Study 1: Managing Customer Feedback and track investigation cases for McDonald's Singapore
Auto creation of tickets, for all emails received at specific email addresses.
Auto assignment of tickets, based upon selected Subject, or any other parameter.
Online Form
Manual / Auto assign to Investigators
Continous Tracking till case is Closed
© 2014 Soft Solvers Solutions. All Rights Reserved.
Success with Second CRM
Converge traditional channels with online , in one central system.
Phone / Tollfree
Covering All featured phones.
SMS Messaging
User enters his number, and we initiate two Calls, connecting him to WWF Contact Centre
Online Click 2 Call
Access to Donor History
Complete interaction log stored in CRM
Case Study 2: Managing Multi Channel Donations and Centralised Reporting for WWF Malaysia
© 2014 Soft Solvers Solutions. All Rights Reserved.
Customers & Achievements
Echelon Finalist 2011, Asia’s largest Startup
event
Asia Top 50 Apps
2010 - E27 Singapore
Silver award for Best CRM Implementation - CCAM Malaysia, 2010
CRM Idol Semi-finalist 2012 &
2013
Achievements
Customers
* Second CRM has more than 100 active Customers in Asia.
© 2014 Soft Solvers Solutions. All Rights Reserved.
Implementation & Support SoftSolvers Consultants work together with Client’s team at all
stages of Second CRM implementation
Requirements Gathering
System Setup, Configurations & Customisations
Master Data setup & Data Migration
User Acceptance Sign Off & Go Live
Estimated Implementation Time = 8-10 weeks*
Continuous Support during Subscription Period Application Hosting at SoftSolvers Cloud (Guaranteed Uptime 99.9%)
Server & Application Maintenance (Backup, Patches, Upgrades, etc)
Dedicated Customer Support (SLA, Toll Free No, Contact Centre, Online Support)
Minor Changes and Bug Fixing
* Estimated initial implementation duration, based upon standard assumptions.
© 2014 Soft Solvers Solutions. All Rights Reserved.
Editions & Pricing Professional Edition Enterprise Edition
Features Sales Management Operations Management Marketing Automation Business Intelligence Customer Support Tablet and Mobile friendly interface
Support M-F (9-6) Support Unlimited Support Tickets Phone Support
24 by 7 Premier Support Dedicated Second CRM Support Personal Unlimited Phone Support
Deployment Shared Hosting on Second CRM Cloud (No database sharing)
Multiple Deployment Options Dedicated instance on Second CRM Cloud
(hosting charges apply) Own Hosting (On Cloud or On Premise)
Additional sandbox environment for testing & training
Customisations Unlimited Code Customisations (Paid)
Unlimited Code Customisations (Paid) Free Customisations worth 10 man hours, per month
Control No Direct Server Access Admin access for additional monitoring & backups
Price
Initial Implementation & Customisation Fee (depending upon scope of work)
RM85 / user / month (minimum 5 Users)
RM140 user / month (minimum 20 Users)
© 2014 Soft Solvers Solutions. All Rights Reserved.
Traditionally once the contract is signed, the client is locked in, leaving no incentive for vendors to exceed or even meet client expectations.
Second CRM pay per use model provides client with added flexibility & reduced risk; if Second CRM isn’t executing to client satisfaction, client can walk away anytime.
Second CRM clients FULLY own their data and in event of termination or otherwise also for backup purpose, can request for complete data backup in a platform independent format (csv).
Traditional agreements often force clients to buy more than needed to get long-term pricing predictability.
Second CRM puts an end to shelfware, allowing clients to rebalance usage up or down quarterly to meet changing business needs.
Quarterly Usage Alignment for cost effectiveness
No Long term Contracts, No Lock In
Master Service Agreement
Enterprise Friendly
© 2014 Soft Solvers Solutions. All Rights Reserved.
Second CRM cloud, AWS, your own Private cloud or even on your in-house server. Source level changes for any enhancement – Full control.
SoftSolvers own Second CRM and have all rights to change anything to meet Clients’ requirement. No statements like “Escalated to Principle” or will be “Fixed in next Release”, we believe in “Here and Now”.
Second CRM is highly cost competitive, both in terms of subscription and the professional services fee. Open platform, Cloud computing, Malaysia cost advantage.
No capital investments on servers or software, Secure servers, Daily backups, Patches and updates, etc all taken care off. Just focus on your business.
On Demand, Subscription Based
Multiple options for Deployment,
Full Control *
Best Price Value Package
We are NOT a Reseller
Going Beyond Criteria
Second CRM – Key Differentiators
* Second CRM Enterprise Edition
© 2014 Soft Solvers Solutions. All Rights Reserved.
Soft Solvers Solutions Sdn Bhd
C-G-17, SME Technopreneur Centre, 2270
Jalan Usahawan 2, Cyberjaya, 63000, Selangor, MALAYSIA
Tel: +603 8315 6101 Fax: +603 8315 6102
Web: www.secondcrm.com Email: [email protected]
Thank You Questions & Answers