SAGE CRM

Sage CRM is the latest edition in the Sage bouquet of CRM products. Sage CRM was earlier called Accpac CRM and is an integrated part of the Accpac ERP. Sage CRM is a fully configurable product which allows for a very quick deployment. This product is a powerful value proposition for companies who are looking for a short project time frame and have generic requirements. Sage CRM offer Sales, Marketing, Service, Mobile CRM, Dashboards, Email management and much more.

Sage CRM is an integrated sales, marketing, customer support and call center automation solution. Sage CRM is completely Internet and WAP enabled, providing users access anytime, anywhere via a Web browser or wireless device, such as a PocketPC or WAP enabled mobile phone. Sage Accpac CRM integrates with ACCPAC Advantage Series and ACCPAC Pro Series "out-of-the-box" providing authorized Sage Accpac CRM users efficient access to vital customer, partner and related transactional data.

Full integration to other business-critical solutions you use every date, such as Microsoft Outlook and Lotus Notes, as well as proprietary systems ensure that CRM is a complete portal to all the data and applications you count on to help you manage your business.

Sales Module
Sage CRM puts you in complete control of your sales pipeline, allowing sales teams to effectively manage, forecast and report on all phases of the sales cycle. With Sage CRM, you can easily manage and analyze all current and historical account details and activities, manage multiple accounts and opportunities and automatically distribute leads to sales professionals around the world.

With Sage CRM, sales cycles can be dramatically shortened and more deals can close faster. Your sales team gets instant access to vital customer data including reports and graphs, quotes, forecasts and historical account details. You can quickly do on-the-spot analysis, make informed decisions you can trust, and eliminate bottlenecks that typically stretch sales cycle.
• Pipeline Management - Manage and analyze your pipeline, and maximize the ROI on every lead.
• Sales Forecasting - Profit from a new level of control and predictability, and plan your operations with confidence.
• Territory Management - Administer and change sales territories in the system.
• Account Management - Identify and recruit new clients, and resell to existing ones
• Opportunity Management - Manage all key opportunity data for maximum sales productivity and effectiveness.
• Reporting - Create point-and-click reports and graphs for on-the-spot analysis and decision-making.

Marketing Automation

Take control of your marketing dollars by automating and tracking every marketing campaign, from one-time e-mail communications to multi-faceted marketing programs. Sage CRM provides accurate metrics on all of your marketing activities, enabling you to identify and leverage potentially lucrative cross- and up-sell opportunities.

With Sage CRM, you can target the right customer at the right time, eliminate guesswork and put your company's marketing resources to their best use. Execute better campaigns, track responses faster and easier than ever before, and make sound decisions based on what your customers want and how they respond.

• Campaign Management - Assign, schedule and track marketing activities within a campaign.
• Lead Management - Give your sales team real-time access to the latest prospects and campaigns, keeping them in the loop each step of the way.
• E-mail Management - Send HTML e-mails, create e-mail templates and send attachments to bulk e-mail messages.
• List Management - Create new target lists from selected criteria, re-use successful campaign lists and import mail-house lists.
• Outbound Call Management - Integrate outbound calls into any marketing campaign, and set up target lists and follow-up calls.
• Reporting - Create point-and-click reports and graphs for on-the-spot analysis and decision-making.

Customer Care

With Sage CRM, you can make the most of every customer interaction, maximizing business opportunities and customer satisfaction. It empowers your organization with critical information to build and support long-term customer satisfaction and loyalty.
With fast online access to service requests, call and escalation history, interactions, multiple contacts, support cases, e-mail and documents sent and received, you'll have complete and accurate data at your fingertips — enabling you to quickly resolve client issues and easily create cross-sell or up-sell opportunities.

• Contact Management - Deliver superior customer service with real-time access to relevant customer data.
• Call Center Support - Access a central repository for all customer data, resolving issues quickly.
• Service Agreement Management - Easily track and meet your service level agreements.
• Tracking - Track your customers' needs and maintain a complete history of customer-related interaction.
• Knowledge Base - Store support incidents and case solutions in a central Knowledge Base.
• Reporting - Create point-and-click reports and graphs for on-the-spot analysis and decision-making.

Outlook Integration

Sage CRM has complete, two-way synchronization with Microsoft Outlook contacts, calendar (appointments) and tasks, in addition to enhanced e-mail integration. You also have the option to use your entire Sage CRM system from within the standard Microsoft Outlook interface. Lastly, this comprehensive integration also enables you to synchronize your CRM data to pocket devices such as mobile phones and PDAs that synchronize with Outlook.
With the powerful integration, you can:
• Use all the features of Sage CRM entirely from within the Outlook interface; no more switching from one application to the other.
• Bi-directionally synchronize contacts, appointments and tasks between Outlook and Sage CRM.
• Perform one-way export from Sage CRM to Microsoft Outlook.
• Send e-mail within Sage CRM using Outlook and automatically have the e-mail stored in the relevant customer contact history, including attachments.
• Easily import e-mail from Outlook into the appropriate customer contact within Sage CRM.
• Choose which contacts and calendar items flow between applications, allowing you to work the way you want.
Benefits of Microsoft Outlook Integration include:
• Improved customer service; all customer communication can be tracked in the CRM system even as employees work from Outlook.
• Enhanced efficiency and increased productivity; employees can have faster access to vital customer information from within Outlook.
• CRM implementation success; internal staff adoption rates are higher as staff can use the CRM system from within the familiar Outlook interface.

Wireless PDA Access

The benefits of real-time access to your CRM solution and database are numerous and can have a positive impact on your business performance and profits. Wireless connectivity with enhanced support for Personal Digital Assistant (PDA) devices using the Microsoft Windows CE operating systems brings real-time data to your fingertips - anywhere, anytime.

PDA users such as field sales representatives can be connected online for real-time access or can operate offline when Internet access is not available. A full range of functions are accessible, enabling staff to view reports, update contacts and sales opportunities, qualify leads, track customer issues and manage tasks and calendars. Online PDA users get real-time interaction with the system, while offline personnel can easily synchronize the PDA and the central CRM system at a later time.

Wireless PDA access to your CRM solution simply makes you more productive, increasing productivity while reducing costs.

Benefits of remote access include:
• Access to important account contact and history information
• Maximize time while traveling
• Cultivate stronger sales relationships
• Improve customer service
• Update account information
• Add key account data
• Schedule activities and appointments
• Synchronize information at a later point in time
• And much more!

Offline Synchronization

A comprehensive CRM solution enables organizations to guarantee their sales, marketing and customer care professionals have fast, up-to-date access to critical data - regardless of where these employees are located. Even when not connected to a network, mobile users can work offline and later synchronize with the central server, using the optional Offline Synchronization feature.

As a result, Offline Synchronization simply makes your field sales, marketing and service personnel more productive and efficient because they can work anytime, anywhere irrespective of connectivity. Offline Synchronization is also cost effective since end users can install the offline client by downloading it directly from Sage CRM and does not require additional software such as Microsoft Internet Information Services (IIS) or Microsoft SQL Server Desktop Engine (MSDE).

Benefits of offline synchronization include:
• Access to important account contact and history information
• Maximize time while traveling
• Cultivate stronger sales relationships
• Improve customer service
• Update account information
• Add key account data
• Schedule activities and appointments
• Synchronize information at a later point in time

Automated Process Workflow

With Sage CRM Workflow businesses can automate pre-determined business rules across all channels, departments and employees. To help assess and design workflow Sage CRM provides graphical views of the process and its development patterns. In combination with e-mail integration, workflow ensures that actions requiring attention or escalation are automatically being routed to the correct employees or partners. Sage CRM creates a confidence among employees that issues are not going to fall through the cracks and frees their time to perform more important tasks.

Computer Telephony Integration (CTI)

Sage CRM combines a fully integrated CRM solution with interactive inbound and outbound telephony automation. Contact centers are provided access to the same single point of communication the rest of the enterprise shares. A customers complete CRM history including, fax, personal visits, phone and email is viewed through automated screen “pop-up” functionality and gives the support employees an enterprise view of the customer experience. Full on-screen auto-dial and phone functionality allows your support staff to perform necessary tasks through the system interface rather than the phone system. Sage CRM provides full integration to all standard third party telephony software leveraging existing automation such as call escalation, routing, call queuing and reporting functionality. A central repository for all customer data Sage CRM provides easy-to-use, real-time access to information your support staff needs to resolve customer issues quickly and efficiently, reducing call times and increasing the efficiency of your call center.

Customizations

Sage CRM provides customization tools that allow businesses to rapidly modify all aspects of the system. Sage CRM’s open architecture greatly reduces development and maintenance costs and allows seamless integration with other mission-critical applications across your enterprise. With easy-to-use, onscreen tools, managers and administrators can create and modify fields, screens, tabs, tables, views, scripts, and security settings on the fly. Sage CRM customization functionality allows quick-and-easy user-specific modifications to interfaces and data and ensures Sage CRM can be easily adapted to your business requirements.

Global Deployment

Sage CRM provides multicurrency, multi-lingual support from a single code base—English, U.K. English, French, German, Spanish, Dutch and Japanese—making this solution the logical choice for businesses around the world. Sage CRM's single server installation and web browser access, allow employees, partners and customers alike to view the information they need to get the job done, anytime, from anywhere in the world.

Web Self Service

Sage CRM Web Self Service allows customers to access or request services and support over the web. Customers can receive information based on their preferences, requests and histories, providing them a single point of contact for information about your products and company through designed customer and partner portals. Allow your channel partners access to shared workflow, lead-tracking, inquiries, invoicing and customer information. Sage CRM allows your customers 24/7 access to information they want.