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Having quick access to the data in your customer relationship management system is not only imperative to closing business, it’s imperative to keeping the customer relationship. The development of mobile CRM helps companies gain and retain customers even while they’re on the go. Learn how using a mobile CRM solution can help maximize your productivity. USAFact CEO Matt Davidson will discuss how implementing a mobile solution with Sugar and Epicom revolutionized the way his company does business. Matt will also discuss how operations improved with the addition of electronic signature execution and an integration with its MAS 90 Billing System
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Using Mobile CRM to Drive Sales, Operations, and User Acceptance
Mobile
Matt Davidson and Bill Harrison
CEO of USAFact and CEO & Founder of Epicom
@epicomcorp, www.epicom.com
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Steps to Turnaround
Identify Issues
Improve CRM Adoption
Improve Accountability
Integrate & Automate
Speed Up Sales Process
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Definition of Problems
Operational/Product
• Operational• Operations shrinking; a
flight for survival• Limited management
direction – No meetings• Lack of clear ownership• No account management
• Product• Limited product refresh –
focus on “we have always done it this way”
• Limited technology advancement
• Limited product marketing
Technology
• $800,000 spent on technology upgrades in 1 year
• Bad contracts and overpaying for services
• 5 projects, 6 months past due with no end in sight
• Limited understanding of new technologies (infrastructure of app dev)
• Paper/email based processes• Data security concerns
Sales/Financial
•Sales•2008: CEO dismissed•2009: HR industry slumps•2009: New sales and execs, but unfocused product development•2010: - Collective average of $1.8K MRR per month sold•Not leveraging Sugar•Funnel not weighted or explained to Board & Bank properly
•Financial•Lost $350K in first 7 months•Revenues down 50% over 2 years
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Improve CRM Adoption
Provide Mobile Support & Access to EmployeesData entry is more complete and accurate when entered in real time vs. waiting to access a computer
Simplify CRM Data EntryKeep the CRM simple and fields reduced to only what is needed
Improve New CRM User ExperienceLooking to standardize and push out relevant dashboards to user accounts
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Improve Accountability
Enforce chain of custody for leads and quotes through the CRM system
Leads, opportunities, and cases can be created and assigned using a smartphone
Automatic notifications and access from anywhere make each employee accountable
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CASE MANAGEMENT & DASHBOARDS
Morning “Cup of Coffee”
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Integrate and Automate Sales Process
Integrate billing system with Sugar Mobile to see invoices, track orders, and assist AR
Implement electronic signature processes – sign contracts on mobile device
Advanced quoting solution allows reps to quickly determine price at various discount levels while at customer sites
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STANDARDIZED QUOTES:Automatic Custom PDF Creation
Organized Product Catalog
Revitalized Business Revenue Model
Customer Simplicity
& Versatility
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STANDARDIZED QUOTES:Define Product Catalog for Quote Automation
Faster Revenue Generation:
Better Delivery
Support &
Training
SugarCRM
Speed Up Approval Process
Enable access to CRM on the road
Electronic signature execution from mobile device
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SUCCESS FACTORS
Focus on Users Simplify and reduce number of fieldsCustom quote module
Ubiquitous UseSugar Mobile for sales team
Considering replacing laptops with iPads for on-the-roads sales reps
“Fair for All” ReinforcementTrainingCommissionsBonus eligibility
Improved Customer ServiceQuick response times from mobile use increased customer satisfaction
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The End Result
User adoption of the SugarCRM system soared to 90%
2 sales reps hit the same overall sales target as 7 did in the past
2011 sales increased by 12% compared with 2010
Time to develop quotes went from taking three people 45 minutes to taking one person only 5 minutes
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Operational/Product/Technology
• Operational• Business is growing and team is shrinking• Ownership is clear through case management
• Product• 5 major products in 8 months• One of the most technically advanced in the
industry• 3.4% increase in services YTD
• Technology• Contracts all re-contracted in acceptable
terms• New phone system in place• Paper has been reduced and 2 screens now
sit on each user’s desk• All technology projects that were open are
completed, plus 4 major additional projects
Sales/Financial
•Sales•2 salespeople selling more than 7 were selling•71% reduction in Sales Dept Staff• Average 2011 “NEW SALES” MRR is now 101% higher than 2010 Average “NEW SALES” MRR
•Financial•SugarCRM is now central in all sales meetings
•Profitable within the first 5 months of turnaround•BACK IN BLACK!!!!!!
•August 2011 YTD vs. August 2010 YTD: 125% performance•Sales team hit 120% of August quota•69% 3rd quarter quota completed
•Translation: The TEAM is using the system - no executive “Forcing” of the system
USAFact TODAY
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Questions?
Contact Epicom for additional information or questions.
[email protected] | (512) 481-9000www.epicom.com
Follow us on Twitter: @epicomcorp
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 16
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