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Mobile




Using Mobile CRM to Drive Sales, Operations,
           and User Acceptance
Matt Davidson and Bill Harrison
CEO of USAFact and CEO & Founder of Epicom
       @epicomcorp, www.epicom.com
Steps to Turnaround


                          Identify Issues


            Speed Up                        Improve CRM
          Sales Process                       Adoption




                 Integrate &          Improve
                  Automate         Accountability
Tweet: #SCON12
Definition of Problems

     Operational/Product                 Technology                   Sales/Financial

• Operational                   • $800,000 spent on             •Sales
  • Operations shrinking; a       technology upgrades in 1       •2008: CEO dismissed
    flight for survival           year                           •2009: HR industry slumps
  • Limited management          • Bad contracts and              •2009: New sales and
    direction – No meetings       overpaying for services        execs, but unfocused
  • Lack of clear ownership     • 5 projects, 6 months past      product development
  • No account management         due with no end in sight       •2010: - Collective average
• Product                       • Limited understanding of       of $1.8K MRR per month
                                  new technologies               sold
  • Limited product refresh –
                                  (infrastructure of app dev)    •Not leveraging Sugar
    focus on “we have always
    done it this way”           • Paper/email based processes    •Funnel not weighted or
  • Limited technology          • Data security concerns         explained to Board & Bank
    advancement                                                  properly
  • Limited product marketing                                   •Financial
                                                                 •Lost $350K in first 7
                                                                 months
                                                                 •Revenues down 50% over
                                                                 2 years


Tweet: #SCON12
Improve CRM Adoption

 Provide Mobile Support & Access to Employees
       Data entry is more complete and accurate when entered in
       real time vs. waiting to access a computer
 Simplify CRM Data Entry
       Keep the CRM simple and fields reduced to only what is
       needed
 Improve New CRM User Experience
       Looking to standardize and push out relevant dashboards to
       user accounts




Tweet: #SCON12
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




Tweet: #SCON12
CASE MANAGEMENT &
DASHBOARDS
                 Morning
                 “Cup of
                 Coffee”




Tweet: #SCON12
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




Tweet: #SCON12
STANDARDIZED QUOTES:
Automatic Custom PDF Creation




                 Revitalized   Customer
     Organized
                  Business     Simplicity
      Product
                  Revenue          &
      Catalog
                   Model       Versatility




Tweet: #SCON12
STANDARDIZED QUOTES:
Define Product Catalog for Quote Automation


                                        SugarCRM



                             Support
                                &
                             Training
                                            Faster Revenue
                                              Generation:
                                            Better Delivery




Tweet: #SCON12
Speed Up Approval Process


  Enable access to
  CRM on the road

  Electronic signature
  execution from mobile
  device
SUCCESS FACTORS


 Focus on Users
     Simplify and reduce number of
     fields
     Custom quote module
 Ubiquitous Use
     Sugar Mobile for sales team
         Considering replacing laptops with iPads
         for on-the-roads sales reps
     “Fair for All” Reinforcement
        Training
        Commissions
        Bonus eligibility
 Improved Customer Service
     Quick response times from mobile use
     increased customer satisfaction



 Tweet: #SCON12
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
Tweet: #SCON12
USAFact TODAY
    Operational/Product/Technology                                           Sales/Financial
• Operational                                    •Sales
 • Business is growing and team is shrinking      •2 salespeople selling more than 7 were selling
 • Ownership is clear through case management     •71% reduction in Sales Dept Staff
                                                  • Average 2011 “NEW SALES” MRR is now 101% higher than 2010 Average
                                                  “NEW SALES” MRR
• Product
 • 5 major products in 8 months
                                                 •Financial
 • One of the most technically advanced in the
                                                  •SugarCRM is now central in all sales meetings
   industry
                                                 •Profitable within the first 5 months of turnaround
 • 3.4% increase in services YTD                 •BACK IN BLACK!!!!!!

                                                 •August 2011 YTD vs. August 2010 YTD: 125% performance
• Technology                                     •Sales team hit 120% of August quota
                                                 •69% 3rd quarter quota completed
 • Contracts all re-contracted in acceptable
   terms
                                                 •Translation: The TEAM is using the system - no executive “Forcing” of
 • New phone system in place                     the system
 • 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




  Tweet: #SCON12
Questions?



         Contact Epicom for additional information or
                          questions.

                 info@epicom.com | (512) 481-9000
                         www.epicom.com

                 Follow us on Twitter: @epicomcorp




Tweet: #SCON12
Submit Session Feedback
        Select the SugarCon Mobile App:
        1) Tap on this session
        2) Tap on survey
        3) Submit your feedback

*Prizes for attendees who submit session feedback using the Mobile App




                                               4/25/2012   ©2012 SugarCRM Inc. All rights reserved.   16
#SCON12




          4/25/2012   ©2012 SugarCRM Inc. All rights reserved.   17

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Mobile: Session 6: Using Mobile CRM to Drive Sales, Operations, and User Acceptance

  • 1. Mobile Using Mobile CRM to Drive Sales, Operations, and User Acceptance
  • 2. Matt Davidson and Bill Harrison CEO of USAFact and CEO & Founder of Epicom @epicomcorp, www.epicom.com
  • 3. Steps to Turnaround Identify Issues Speed Up Improve CRM Sales Process Adoption Integrate & Improve Automate Accountability Tweet: #SCON12
  • 4. Definition of Problems Operational/Product Technology Sales/Financial • Operational • $800,000 spent on •Sales • Operations shrinking; a technology upgrades in 1 •2008: CEO dismissed flight for survival year •2009: HR industry slumps • Limited management • Bad contracts and •2009: New sales and direction – No meetings overpaying for services execs, but unfocused • Lack of clear ownership • 5 projects, 6 months past product development • No account management due with no end in sight •2010: - Collective average • Product • Limited understanding of of $1.8K MRR per month new technologies sold • Limited product refresh – (infrastructure of app dev) •Not leveraging Sugar focus on “we have always done it this way” • Paper/email based processes •Funnel not weighted or • Limited technology • Data security concerns explained to Board & Bank advancement properly • Limited product marketing •Financial •Lost $350K in first 7 months •Revenues down 50% over 2 years Tweet: #SCON12
  • 5. Improve CRM Adoption  Provide Mobile Support & Access to Employees Data entry is more complete and accurate when entered in real time vs. waiting to access a computer  Simplify CRM Data Entry Keep the CRM simple and fields reduced to only what is needed  Improve New CRM User Experience Looking to standardize and push out relevant dashboards to user accounts Tweet: #SCON12
  • 6. 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 Tweet: #SCON12
  • 7. CASE MANAGEMENT & DASHBOARDS Morning “Cup of Coffee” Tweet: #SCON12
  • 8. 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 Tweet: #SCON12
  • 9. STANDARDIZED QUOTES: Automatic Custom PDF Creation Revitalized Customer Organized Business Simplicity Product Revenue & Catalog Model Versatility Tweet: #SCON12
  • 10. STANDARDIZED QUOTES: Define Product Catalog for Quote Automation SugarCRM Support & Training Faster Revenue Generation: Better Delivery Tweet: #SCON12
  • 11. Speed Up Approval Process Enable access to CRM on the road Electronic signature execution from mobile device
  • 12. SUCCESS FACTORS  Focus on Users Simplify and reduce number of fields Custom quote module  Ubiquitous Use Sugar Mobile for sales team Considering replacing laptops with iPads for on-the-roads sales reps “Fair for All” Reinforcement Training Commissions Bonus eligibility  Improved Customer Service Quick response times from mobile use increased customer satisfaction Tweet: #SCON12
  • 13. 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 Tweet: #SCON12
  • 14. USAFact TODAY Operational/Product/Technology Sales/Financial • Operational •Sales • Business is growing and team is shrinking •2 salespeople selling more than 7 were selling • Ownership is clear through case management •71% reduction in Sales Dept Staff • Average 2011 “NEW SALES” MRR is now 101% higher than 2010 Average “NEW SALES” MRR • Product • 5 major products in 8 months •Financial • One of the most technically advanced in the •SugarCRM is now central in all sales meetings industry •Profitable within the first 5 months of turnaround • 3.4% increase in services YTD •BACK IN BLACK!!!!!! •August 2011 YTD vs. August 2010 YTD: 125% performance • Technology •Sales team hit 120% of August quota •69% 3rd quarter quota completed • Contracts all re-contracted in acceptable terms •Translation: The TEAM is using the system - no executive “Forcing” of • New phone system in place the system • 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 Tweet: #SCON12
  • 15. Questions? Contact Epicom for additional information or questions. info@epicom.com | (512) 481-9000 www.epicom.com Follow us on Twitter: @epicomcorp Tweet: #SCON12
  • 16. Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback *Prizes for attendees who submit session feedback using the Mobile App 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 16
  • 17. #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 17

Hinweis der Redaktion

  1. “A mobility solution removes excuses. Our sales team can be held to expectations and now communicates in a way that brings better efficiency to the operations team.”