Moving from SalesForce.com & Microsoft Sharepoint to Sage CRM

Company Profile

Kevin Ashcroft founded OCD Technology & Communications in 1994. His aim was to provide the full range of IT systems and services to small and medium sized business and government organisations. The company is based in Glasgow and is a leading supplier of IT. They provide hardware, software, project management and technical support.

Problem/Challenge

OCD needed one central system for all their activities. These included storing contact details, organising marketing campaigns, sales management and customer service issues. They also needed to manage details of contracts held with clients, and the renewals of these.

One of the major problems OCD were having was that they were using multiple systems for different areas of the business. There was no integration between these systems, meaning they could not get a complete view of their organisation. The company were using Salesforce for sales management, Sharepoint for customer service and Sage Instant Accounts for their back-office financial management. Customer details had to be entered into each system individually which was time-consuming. OCD had also grown so much that they would also need to upgrade to Sage 50 Accounts for back-office management.

Solution

OCD decided to implement Sage CRM using Eureka Solutions as their Business Partner. The main reason for this is that Sage CRM could effectively manage all their current processes from one central system, including sales, marketing and customer service. In addition, once OCD upgrade to Sage 50 Accounts, this can be linked with Sage CRM, giving integration between every area of their business.

Sage CRM is easily customised and was able to be tailored to meet OCD’s needs. This meant they could have a process created in the system to manage contract renewals. Work flow enables users to follow a pre-defined set of actions to make sure certain tasks and processes are carried out, and in the correct order. The interface is simple and easy to use, and with built in security features, access to data can be restricted at a team or individual user level.

Integrated Sage E-Mail Marketing allows OCD to send and track html email campaigns using the data held in the Sage CRM database.  Email campaigns can be highly targeted at different customer groups from Sage CRM. This allows OCD to market effectively to their different customers and prospects. The results of these campaigns can then be analysed to measure effectiveness and improve future marketing.

Key Benefits

• Sage CRM is a scaleable, business-wide customer management system which can grow with OCD’s continued growth.
• One system to manage their customers instead of two, meaning there is no need to re-key data into both systems, cutting data entry by half.
• Data is shared business-wide, giving a complete view of the customer from sales and marketing to customer service.
• Contact information, sales pipeline, customer service issues and marketing campaigns can all be accessed quickly and easily from one system. This means managing and reporting on these areas has become easier, more accurate and more efficient.
• The ability to segment data into specific customer groups means marketing campaigns are highly targeted and more likely to succeed. The success of these campaigns can also be monitored through Sage CRM, allowing for ROI analysis.
• Email campaigns can also be tracked and measured. The number of opens, clicks on links, and email forwards can be analysed, allowing for improved results in future campaigns.
• Sage CRM can integrate with Sage 50 Accounts. When OCD upgrade they will have a back-office system fully integrated with their customer facing system. The result will be a business-wide view of their customers and streamlined processes, with no duplication of data entry required.

For more information on how Sage CRM can benefit your business please contact us to speak to one of our consultants.