sage_crm_62_demo_script.doc

Sage CRM v6 2 Demo Script TABLE OF CONTENTS General Product Overview 3 REINSTALLING SAGE CRM 4 Product DEMONSTRATION Script 5 SAGE CRM CORE VALUES 6 Sage CRM Entities 7 Sales 8 Navigation 9 Dashboards 10 Calendar 11 Email 11 MS Outlook Integration 12 Search 12 Export to Excel 13 Contact History 13 Customer Service History 13 Communications 14 Merging and Documents 14 SEND E MAIL FUNCTION 14 Document Drop 15 Team CRM 15 Sales Reporting 16 telemarketing 16 TELEMARKETING 16 Outbound Calling 17 LEAD QUALIFICATION AND ALLOCATION 18 Telemarketing Reporting 19 Individual Forecasting 20 Team Forecasting 21 RELATED ENTITIES 21 MARKETING MANAGEMENT 22 Campaigns 22 Campaign Planning 22 Campaign Waves 23 Setting up Response Types 24 Creating a Group based on a Response Type 25 Campaign Execution 25 Mass Mail Merge 25 Outbound Telemarketing 27 Mass Email 27 Marketing Reporting 28 CUSTOMER SERVICE 28 Customer Service Dashboard 29 Solutions Knowledgebase 29 Case Management Workflow 30 ADDRESS LINKING 31 Customer Service Reporting 31 BRANDING TOOLKIT 32 CUSTOMER SELF SERVICE 32 ADMINISTRATION TOOLS 33 User Administration 33 Customisation 34 Changing a Field 35 Adding a Field 35 Workflow Orchestration 36 Creating and Amending Workflow 37 viewing or defining related entities 37 INTRODUCTION This demonstration script has been developed for the Sage CRM 6 2 demo database It is designed to be used by Sage CRM business partners and direct sales teams during end prospect sales demonstrations This script is profile and scenario based providing a real world walk through of how Sage CRM is used by employees on a daily basis across different functions including sales marketing customer service and executive management It also covers system administration functionality The Demo Story The demonstration features Panoply Technologies a provider of wireless and Internet software solutions to commercial and public sector organisations across the globe Headquartered in Dublin Ireland the company currently has offices in Dublin London Munich Amsterdam and Boston The Organization Key employees featured across this demo script include Kylie Ward Worldwide Customer Care Manager Dave Montana Worldwide Marketing Manager Susan Maye North America Sales Manager John Finch US East Sales Rep Brian Little US West Sales Rep Fred Jones North America TeleMarketing Trish Simmons North America TeleMarketing System Administrator Worldwide Unrestricted Profile Getting Started The script focuses primarily on Susan Maye Panoply sales manager for North America Dave Montana Panoply worldwide marketing manager Kylie Ward Panoply Worldwide customer service manager The following customer accounts are used throughout the demonstration 1 Eurolandia Inc 2 Gatecom Inc INFORMATION IN THIS DOCUMENT IS PROVIDED IN CONNECTION WITH THE LICENSING OR MARKETING OF SAGE CRM AND SAGECRM COM SOFTWARE THE INFORMATION IS PROVIDED AS IS WITH NO WARRANTIES WHATSOEVER INCLUDING ANY WARRANTY 1 OF MERCHANTABILITY 2 FITNESS FOR ANY PARTICULAR PURPOSE 3 THAT THE DOCUMENT IS ERROR FREE 4 OF NON INFRINGEMENT OF ANY PROPRIETARY RIGHTS OF ANY THIRD PARTY IN ANY COUNTRY OR 5 ARISING OUT OF ANY PRODUCT TESTING PROPOSAL SPECIFICATION OR SAMPLE ALL SUCH WARRANTIES ARE HEREBY DISCLAIMED NO LICENSE EXPRESS IMPLIED OR OTHERWISE TO ANY INTELLECTUAL PROPERTY RIGHT IS GRANTED BY THIS DOCUMENT EXCEPT AS PROVIDED IN THE SAGE CRM AND SAGECRM COM END USER LICENSE AGREEMENT SAGE TECHNOLOGIES ASSUMES NO LIABILITY WHATSOEVER RELATING TO MARKETING OR LICENSING OF SAGE CRM AND SAGECRM COM PRODUCTS SAGE TECHNOLOGIES MAY MAKE CHANGES TO THE INFORMATION IN THIS DOCUMENT AT ANY TIME WITHOUT NOTICE TO THE BEST OF OUR KNOWLEDGE THE INFORMATION IN THIS REPORT IS ACCURATE AS NEW SOFTWARE RELEASES BECOME AVAILABLE FEATURES AND CAPABILITIES CHANGE THIS DOCUMENT IS INTENDED TO BE USED AS A SALES SUPPORT TOOL FOR OUR BUSINESS PARTNERS THE DOCUMENT ITSELF IS NOT INTENDED TO BE SHARED WITH PROSPECTIVE CUSTOMERS USE THIS DOCUMENT TO ENHANCE YOUR SAGE CRM PRODUCT DEMONSTRATION CAPABILITIES General Product Overview Fully integrated feature set Connects customer facing activities across sales marketing and customer service Provide 360 degree customer visibility Integrates with the back office environment to encompass financial and non financial information Microsoft Outlook integration Sage CRM offers instant seamless integration with Microsoft Outlook Increases user adoption Increases productivity Unlocks important customer information that is contained in individual Outlook accounts Sales Force Automation Easy access to and management of all current and historical account details activities and opportunities Real time pipeline management and forecasting Automatically distributes leads to sales professionals across the multiple geographies according to pre defined workflow Increases productivity by automating key aspects of the sales cycle Marketing Automation Schedules and tracks all aspects of marketing campaign activity Optimises marketing resources Provides performance visibility on marketing programmes including closed loop return on marketing investment analysis Co ordinates outbound calling programmes Mass email with integrated response tracking Automates manually intensive aspects of the marketing cycle Enables highly targeted marketing communications Customer Care Automation Build and effectively manage lasting customer relationships Real time visibility on customer satisfaction metrics Tracks customer service delivery against SLA obligations Ensures that customer issues are progressed on a timely basis Mobility Delivers the power of CRM to field based employees over a mobile device Facilitates disconnected environments with seamless synchronisation when re connected Web Self Service Allows customers to access CRM data and functionality over the web Access account information log cases and request services Fully customisable portals Customers are provided with information that is most relevant to them based on their profile Web Services Securely access data in the Sage CRM system via Sage CRM s Web Services interface Integrate Sage CRM system with back office environment or line of business applications Automated Workflow Integrate business processes and rules across all departments employees and channels Fully definable and customisable Configurable AND Customisable Modify any aspect of the system to address particular information requirements or process flows REINSTALLING SAGE CRM The Sage CRM 6 2 demo database should be reinstalled to facilitate the update of diary notifications and other date related information This should be carried out prior to arriving at the customer site Please ensure that you have also installed the Sage CRM Outlook plug in and Self Service module Run the SETUP EXE from the CD or from the location where you copied and saved the install When the Welcome dialog box is displayed select Next to continue Review the Software License Agreement If you accept all of its terms select the I accept the terms of the license agreement option and click Next otherwise select the I do not accept option and Cancel to end the installation If you select I accept the User Details dialog box is displayed Select the Complete Reinstall option The next step depends on how many CRM installs exist on the server If there is one installation you are brought directly to the Select Setup Type dialog box If there is more than one installation select the one you want to reinstall When you do this you are brought to the Select Setup Type dialog box Select a default currency from the list Select Next To convert CRM reports to PDF format CRM needs to install FOP conversion software developed by Apache Software Foundation http www apache org If it is not already installed the Install PDF Conversion Software dialog box is displayed This allows you to install the software Select Yes Install This Software and click Next to install the software The FOP PDF conversion software also requires Java Runtime Engine version 1 4 or greater If you do not have this installed you are prompted to install it at this point Select OK to install the software and follow the installation instructions Once the third party software is installed the CRM installation begins Messages inform you of the progress When the installation is complete the Setup Complete dialog box is displayed Select Finish to complete the installation process PRODUCT DEMONSTRATION SCRIPT This demo script has been designed to provide a scenario based demonstration of Sage CRM as it would be used on a daily basis across a number of customer facing roles Each section is accompanied by supporting narrative as well as a detailed walkthrough of the area being discussed This product demonstration script is not intended to be prescriptive It should provide Sage business partners and direct sales teams with an introduction to presenting the Sage CRM product effectively across core functionality and product capabilities We recommend that sales staff take some time in advance of the product demonstration to understand the particular requirements of the prospect organisation and then decide which areas should be highlighted The running time for this full demonstration script is approximately 45 to 60 minutes Sections marked with green text should be viewed as optional depending on time restraints and prospect requirements Additionally a shorter summary demonstration can be provided by presenting only the areas marked with red text PointDiscussionSteps PointDiscussionSteps SAGE CRM CORE VALUES DISCUSSION ONLY Specifically Designed for the SMB Integrated company contact opportunity case etc within Sage CRM at all times Action buttons are located on the right hand side of the screen and change according to context They allow Susan to interact with her customer data enabling her to schedule activities link documents promote an opportunity etc depending on the information she is viewing at that point in time For ease of navigation Susan is also presented with menu buttons on the left hand side of the screen These allow her to carry out searches using the Find icon or create a new company etc The main area of the Sage CRM screen displays CRM data which is context dependent e g summary opportunity details when the Opportunities tab is accessed Sage CRM incorporates additional navigation tools We will cover this area in greater detail during the course of this demonstration Point out each of these elements on screen Indicate tabs that scroll horizontally across the screen Briefly open Quick Start tab Click on Calendar tab Indicate Coaching text Turn off Coaching text Indicate context area Indicate action buttons Indicate menu buttons Indicate the Context area PointDiscussionSteps DASHBOARDSSusan accesses her Sage CRM sales dashboard Her dashboard provides her with a single screen overview of all of her activities for the day ahead as well as providing her real time intelligence on the things that are important to her For example she can view the current opportunities and key accounts that are specific to her personally Susan can quickly configure her dashboard to incorporate additional dashboard applets which feature information reports or functionality This quarter she wants to ensure that none of the regions in her territory fall behind in terms of revenue performance She can monitor this visually and in real time by adding the Chart Opportunities by territory applet to her dashboard OPTIONAL Susan also wishes to monitor her team s high priority opportunities Again she can add a new applet My team s high priority opportunities to her dashboard to display this Within this applet she sees a 120 user software opportunity in Gatecom By clicking on this opportunity Susan drills directly into that opportunity s summary information Under the Status section she can see that Brian Little one of her direct sales team is working on this opportunity Susan can view her upcoming activities and appointments in the Upcoming Appointments applet One of her upcoming meetings is with a company called Eurolandia Susan can hover on this appointment for summary information or click on it to drill down into the actual appointment details Susan can also see Eurolandia appearing in her My Opportunities in progress applet Susan can quickly drill into the underlying opportunity details for Eurolandia through either of these applets in her dashboard Open dashboard Indicate Upcoming appointments and My opportunities in progress Select Modify Dashboard icon and scroll down menu to add Chart Opportunities by territory and then save Select Modify Dashboard icon and scroll down menu to add My team s high priority opportunities and then save Within dashboard click on Gatecom 120 user opportunity icon Indicate assignment to Brian Little under Status PointDiscussionSteps CALENDARSusan wishes to review her appointments and tasks for the current week and selects the Calendar tab to view her diary She can view by day week month year Hovering over the individual appointment icon provides her with summary information while clicking on the icon will open the appointment details Susan sees that she is scheduled to provide a web demo to three offices of Gatecom one of her customers In the Details tab Susan can now view the details of the appointment and may drill down into the contact name Simon Yaltoy or the company Select MyCRM then Calendar tab Use drop down menu to select day view Use drop down menu to select week view Select Gatecom appointment Ctrl click on Simon Yaltoy hyperlink Indicate Simon Yaltoy s details E MAILBy clicking on the hyperlink for Simon Yaltoy Susan is presented with a person summary tab detailing Simon Yaltoy s phone and e mail details address details etc and company details for Gatecom These fields as with most fields in Sage CRM can be customised to reflect specific company requirements Susan wants to send an e mail to Simon confirming this appointment and providing the WebEx details for the webcast She clicks on his e mail address and is presented with the Sage CRM e mail window One of her team Brian Little is also involved in this opportunity and Susan CC s him on the mail She also wants to re send Simon a copy of Panoply s Time and Expense Management solution overview document She selects the file a Word document from Global Documents and attaches it to the e mail Susan wants to keep a copy of this mail in her Outlook Sent items Therefore she sends this mail using the Send using Outlook icon This mail along with its attachment are now stored in Sage CRM and Susan s Outlook e mail account This correspondence is recorded in the Communications tab of Simon Yaltoy s contact record and Gatecom s company record Click on Simon Yaltoy s e mail address CC Brian Little Write a short note to remind Simon of the forthcoming WebEx Attach Word document from Global Documents Send using Outlook Indicate Communications tab PointDiscussionSteps MS OUTLOOK INTEGRATION As seen in this example Sage CRM delivers seamless integration with Outlook for Susan Using the Outlook plug in included Susan can ensure that her tasks contacts and calendar are always in sync between Sage CRM and MS Outlook Information only has to be entered once As we have seen already Susan can select individual e mails sent from Sage CRM to be copied to her Outlook Sent Items Equally the File E mail button on the Sage CRM menu bar within Outlook part of plug in will allow Susan to store copies of e mails originating in Outlook within their relevant contact record in Sage CRM Susan can also display and access the Sage CRM user interface within her Outlook Window The Sage CRM Outlook plug in provides her with additional Sage CRM specific folders nested within her Outlook folders menu Indicate File E mail icon in MS Outlook Select CRM folders within navigation pane of Outlook to open Sage CRM within the Outlook interface SEARCHSage CRM provides Susan with powerful search capabilities By selecting the Find icon on the right hand side of the screen Susan can quickly use the drop down menus in the context area of the screen to initiate a search She can also right click on the Find icon to quickly access its drop down menus She can now search across primary entities such as company person contact case opportunity lead etc and all of their related secondary entities e g company address line 1 If Susan needs to search across multiple primary entities at the same time she can take advantage of Sage CRM s Keyword Search function Special characters can be inserted into the search to facilitate wildcards Additionally with Advanced Find Susan can construct complex search queries to generate lists with search Click on My CRM icon Select Find icon Indicate drop down search menu in context area Indicate primary entities in drop down boxes Indicate Keyword Search menu Indicate Advanced Find Indicate construction of complex search string by using drop down boxes Booleans AND OR etc to compose a multi line search Indicate the Create New Group icon Indicate the Export to File icon on right hand side of the page PointDiscussionSteps EXPORT TO EXCEL results across common criteria Any search list can be exported to Excel for further analysis using the Export to Excel icon Lists can also be saved as Groups for use again in the future using the Create New Group icon These Groups can be static snapshot or dynamic continually updated according to the search criteria We will examine how Groups can be used in marketing campaigns at a later point in this demonstration NOTE Groups will be used again as part of the marketing automation demonstration CONTACT HISTORY Customer Service History Susan can see in her Sales Dashboard that she has a meeting with Kieran O Toole of Eurolandia in a few days time In the Regarding section of the appointment s Details tab she can see that this meeting relates to an opportunity for a 100 user license S