Manage your franchisee and customers easily, on the cloud - A solution by SMEConnect.Asia

© 2012 Soft Solvers Solutions. All Rights Reserved.

Organize Your BusinessSecond CRM – On Demand Customer Relationships

MSC Malaysia Cloud Computing Enablement Initiative,

7th March 2012


� Boosted win rates by 27%

� Improved sales revenue by 34%

� Increased lead volume by 52%

� Cut service and support costs by 23%

What is Business Improvement

Note: Figures based on a survey of 3,254 customers, by independent research

firm MarketTools Inc, that uses On Demand CRM Solutions.

� Without any Capital Investment

� Without hiring any New Staff


Customers Drive Business Success

Today we’ll Focus on only One Thing

� How CRM can help in Improving Customer Retention

Effectively managing the customer lifecycle –

from marketing to sales to service – is critical to

every company’s profitability and growth.


Customers Drive Business Success

How CRM can help in Improving Customer

Retention

Effectively managing the customer lifecycle –

from marketing to sales to service – is critical to

every company’s profitability and growth.


Customer RetentionWhy Customers Leave


Customer RetentionBenefits of Customer Retention

� Acquiring new customers can cost five times more

than satisfying and retaining current customers

� A 2% increase in customer retention has the same effect

on profits as cutting costs by 10%

� The avg company loses 10% of its customers each year

� A 5% reduction in customer defection rate can increase

profits by 25-125%, depending on the industry

� The customer profitability rate tends to increase over

the life of a retained customer


Customer Retention3 Step Process

CRM

Know Your

Customer

Talk to Your

Customer

Analyse Your

Customer


Know Your CustomerBuild Customer Database

� Though its not easy or possible but db is KING

� Knowing who your customers are

� What they like / dislike, prefer?

� Where do they hang out? Who influence them? How to Reach

them?

� How to get it

� Loyalty Programme

� MLM Database

� Customer Support database

� Customer Survey, Feedbacks, etc


Talk to Your CustomerTrack Every Interaction

� Though its not easy or possible but still, db is KING

� Sending out Emails or Receiving Emails

� Phone, Faxes, SMS's

� Social Networks, Facebook, Twitter, etc

� Survey, Feedbacks

� How to do it

� Policy to Keep record of every interaction

� SLA based response via different modes

� Central database


Analyse Your CustomerSeparating Wheat from Chaff

� Though its not easy or possible but still, db is KING

� Best Customers

� Highest Revenue generating

� Highest Profit generating

� Worst Customers

� Not Moving or In Active Customers

� How to use it

� Run Targeted Campaigns / Promotions

� Cross Selling

� Up Selling


Recent SurveyIts our own research

� Local Markets are small, export is the key growth driver, but

barring the top companies, many small guys struggle while

dealing with mature and professional businesses outside

� 70% SME’s don’t use automated quotes or invoices, 80% don’t

even have complete profile of their Customers and more than

50% don’t even know what a CRM is and what it can do

� SME’s are afraid of buying Servers & Software, hire IT Guys and

the problems that come with software - version upgrades,

backups or system crash, data loss - et all

and what most SME’s use … MS Excel


IntroductionWho we ARE

� SoftSolvers - an MSC Malaysia Status Company in Cyberjaya

� Second CRM - Small & Medium Enterprises, who has never used

any automated tool other than MS Excel - Everybody’s First CRM

� Sales Force Automation

� Marketing Automation

� Customer Support

� On Demand, No Investment on Servers or Software, No hassles to

hire IT Guy, Secure Server, Automated daily backup, No Data loss

� 100% focused on Small companies – Best support and affordable

pricing

� Invoicing & Payment

� Purchasing & Inventory Tracking

� Reporting & Analytics

www.secondcrm.com


Editions & PricingSecond CRM Express Second CRM Standard Second CRM Professional

RM20 /user /month RM50 /user /month RM85 /user /month

Manage your customers and track sales

Manage End to End Sales & Marketing

Manage your Complete Business

Ideal for first time CRM users, with simple operations

Ideal for businesses, which are growing and intend to automate their

operations for higher efficiencies

Ideal for businesses, with matured process and working on taking it to

the next level

Centralised Customer database, track every interaction with them and track

new sales leads and pipeline

Everything Express has, plus ability to generate online quotes and invoices

and manage campaigns

Everything Standard has, plus additional features to manage overall

business operations

• Leads & Sales Pipeline Management

• Account & Contact Management

• Sales Activity Tracking

• Standard & Custom Reports

• Web Mail with Email Templates

• Calendaring & To Do Management

• SMS Messaging

• Product & Services Management

• Quotation Management

• Mass Email & SMS Campaigns

• Content Library

• Sales Order & Invoicing

• Custom Dashboard & Charts

• Capture Web site leads

• Configurable Workflows (with SMS alerts)

• Manage Service Contracts

• Track Service Requests

• Purchase Orders & Vendor Management

• Payment & Receipts

• Inventory Management

• Project Management

• Asset Management

• API for Application Integration


MSC Cloud InitiativeFREE Subscription and FREE Training

� Six Month Free Subscription

� User and Administrative Training for 2 Persons (half day )

5 Users for Six Months RM600 RM1,500 RM2,550

Just fill up the Purchase Order and our team will help you with Rest.


What we are DOINGSecond CRM OYB Workshops

� Organise Your Business

� Half day, FREE awareness workshops for SME’s

� Learn:

� What is Customer Relationship Management

� How to use CRM Software, with hands on training

� FREE Consultation on Implementing CRM Software

Note: Currently OYB Workshops are held only in Kuala Lumpur, Malaysia.

www.secondcrm.com/oyb


Soft Solvers Solutions Sdn BhdC-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 YouQuestions & Answers

For more info and online demo, please logon to

www.secondcrm.com

Technology

Manage your franchisee and customers easily, on the cloud - A solution by SMEConnect.Asia