Km DE Persons 227 Cars 2 7 2 140 gr CO 2 / km 454 km 3178 km 908 km 127 kg Km FR Persons Pierre Labbé 282 Cars 2 5 2 140 gr CO 2 / km Rolf Höpfner Michael Gebhart Dieter Himioben Stephan von Malottki Frank Mömerzheim Marco Patrick Haase Gregor Richter 564 km 2820 km 1128 km 158 kg Vincent Vacca 350 km 700 km 350 km 49 kg Ruud vandenhoogen Franck Benoit Chantal Dubois Vanessa Bourdelle Km NL Persons 175 Cars 2 2 1 140 gr CO 2 / km Km BE Persons 44,8 140 gr 89,6 km 268,8 km 89,6 km 13 kg Total Co2 for this meeting 6966,8 km 347 kg Cars CO 2 / km 2 3 1 Total km / person Martin Van Leeuwen E. De Backer L. Philips K. Jeropkina Bart Vanderbist Gino Quackels Ludo Degroef Stephan Huybrechts Thanks for all participants to be here Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 CRM presentation EFECO group Starting from the needs of Esco Drives Our proposal to our sister companies Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Do you know the difference between a lead and an opportunity ? Lead Contacts The sea : your sales territory You : The fisherman On your fishing rod : Your product Account Your happy customer Nemo Lost Opportunity : Won Opportunity : Contact is not you found Nemo interested Found on website of : Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 So, what is the difference between a CRM lead and an opportunity? A Lead – is a contact or an account with very little information. It could be just a person who you might have met at a conference. You will need to retrieve more information regarding this lead in order to create (qualify) an opportunity in your sales pipeline. A old sales rule says: “If you have never contacted your contact, it’s a lead.” An Opportunity - is a contact or an account which has been qualified. This person has entered into your buying cycle and is committed to working with you. You have already contacted, called or met him and know their needs or requirements. The old sales rule says: “The opportunity is a deal that you have the possibility to close!” “Think about the difference between a lead and an opportunity as an evolving process i.e. each lead needs to be qualified to an opportunity. There will always be plenty of leads in your sales territory, but only few of them will qualify to become real sales opportunity.” Found on website of : Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 What is our goal ? We want to sell more We want to organize our relation with our customers We want to find more customers We must organize prospection find leads, transform them in prospects and finally in customers Lead Prospect Customer Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 We have ERP ….!! Why CRM in the Esco group ? Function of ERP - Order entry - Invoicing - Purchase orders - Stock management Warehouse management Production management Financial management Esco group CRM presentation • • • • And what about ….. Customers • • Accounts Contacts Sales • • Sales report Quotation Marketing • Actions to customers Philippe Moriau & Patrick Polspoel jan 2014 Important Definitions User User User User User User User Activities adapted by our IT team Users / Group of users Appointment Visit report ,, Quotation request Activities Quotation Esco group CRM presentation Quotation follow up Philippe Moriau & Patrick Polspoel jan 2014 Contacts Accounts Important Definitions Account Contacts Users User Owner Owner Account : (Actually limited to ) • Customers • Prospects • Suppliers Contact : (Actually limited to) • All persons attached to an account User : • Employee of Esco using CRM Owner : (used for accounts and contacts) • Employee of Esco responsible for the contact or the account • See on next slide for more …. Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Owner of account and contact Owner : (used for accounts and contacts) • Employee of Esco responsible for the contact or the account Owner A Owner Owner r • CRM Rules for attributing Owners to accounts and contacts • Each account must have ONE and ONLY One owner • Each contact must have ONE and ONLY One owner • Contacts from a same account can have a different owner than the manag M e account CR B Owner • At start of the system all accounts and contacts are owned by CRM manager Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Appointment Visit report ,, Quotation request Quotation Quotation follow up Esco group CRM presentation Standard CRM used activities Activities adapted by our IT team Important Definitions : Activities Philippe Moriau & Patrick Polspoel jan 2014 Phone call E-mail Task Owner : (of activities) • Employee of Esco responsible for the activity created Owner • CRM Rules • By default the owner of the activity is the person that has created the activity • For an activity that must be executed by an other user than the one that has introduced the new activity the owner must be specified. • Example : A makes for B User User B Owner Appointment Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Activities adapted by our IT team Owner of activities Appointment Visit report ,, Quotation request Quotation Quotation follow up Break Time … Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Organisation & Classification of accounts & contacts in ERP Address name (ship to) Primary contact Account Contact Contact Address name (sold to) What is missing ? What is also missing ? • No information about accounts • Importance of the account • Type of account • Activity of the account • Relation to the business units of the company • No information about the contacts • Importance of the contact • Function and detailled function • Relation to the business units of the company Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Address name (ship to) Organisation & Classification of accounts & contacts in CRM Primary contact Account Contact Contact Address name (sold to) Address name (specific to contact) Category Channel type Primary function Detailed function Manager Industry Product Division Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 A ddress nam e Other usefull information about your account (ship to ) P rim a ry co n tact A cco u n t C o n tact C o n tact A d d ress nam e (sold to ) Address name (specific to contact) Category Primary function Delivery conditions , discount and price lists Financial information of your account Open payments, Open orders, Year Turnover Channel type Detailed function Manager Industry Product Division Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 CRM flow chart Appointment Status : - Open : until task is performed - Completed when task is performed by user Generate Change status Generate Visit report Can amend status of quotation follow up Status : - Open : until action is performed - Completed when action is performed by user Also visible in calendar Status : - Scheduled until Visit report is finished - Completed when Visit report is finished Generate Request of quotation Phone call Can generate : - quotation request - amend status of quotation follow up Can amend status of quotation follow up ,, Status : - Open : until Visit report is finished and saved - Completed when Visit report is finished and saved Status : - Open until quotation is done - Completed when quotation is done Generate Change status Quotation Quotation follow up Status : - Open : when done and not yet followed - In progress : when first time followed - Won : if customer has placed the order - Lost : if lost => give reason of loss - Canceled : if project is canceled (not lost for competition) Generate Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Request of quotation Quotation Data input : Subject Account Contacts Quotation flow chart 1 : ,, Visit report Product class Amount quoted Quotation with word document User Follow-up user Validity of quotation (date) Task initiate new task if quotation have to be amended Quotation Follow up User User User must enter the data of the quotation manually Sales rep generates 1 activity to the followup user Quotation status Open In process Not followed Won Canceled Lost Account data and contact taken from the system Quote with word document Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 ,, Quotation chances % Customer has order % Esco has order % Total chances Quotation score Request of quotation Quotation Data input : Subject Account Contacts Quotation flow chart 2 : ,, Visit report Product class Amount quoted Quotation with email from outlook User Follow-up user Validity of quotation (date) Task initiate new task if quotation have to be amended Quotation Follow up User Account data and contact introduced by the user to CRM and in the mail User User must enter the data of the quotation manually Sales rep generates 1 activity to the followup user Quotation status Quote with email from outlook Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Open In process Not followed Won Canceled Lost ,, Quotation chances % Customer has order % Esco has order % Total chances Quotation score Lunch Time … Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word CRM generates a Word document thanks to the Xperido software Those data are updated in the document from CRM quotation activity How to fill in the products to quote using word possibilities ? Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Use Word features to make Quotation faster Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Use Word features to make Quotation faster This text contains updatable fields Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Easy way to type in the price using autotext feature from Word …. Type : Use Word features to make Quotation faster Prix Update the fields F3 F9 The fields are updated Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Send your quotation in pdf by mail using Word Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Quotation using Microsoft Word Use signature of Outlook to fill in standard text for your mail Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Dashboards : genenal overview of my activities including graphs Activities : genenal overview of my activities : what I have done but also what I have to do ! Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Accounts : gives a list of the customers & prospects of the company Contacts : gives a list of contacts Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Search for activities related to Searching information in CRM Search for activities with time frame Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Search for specific activities Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Searching information in CRM Sort data as in Excel Show your prefered view Export in Excel to manage your data Or define your personnal view Use filter as in Excel Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Use Pivot table To show quotation status Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Use Pivot table To show quotation status : the result Choice the quotation status Choice the owner Expand data for 1 account Show it on a graph Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Break Time … Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 The SharePoint software The Esco group use SharePoint to store and access easily all the documents used in the company every day's live. Actually following documents are stored in the SharePoint automatically : Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 How is organize the SharePoint software ? The SharePoint is organize as a “file explorer” but with additional tags (metadata) to find easily documents.(You can search as in Google) You can use it as a secure place to store, organize, share, and access information from almost any device. All you need is a web browser, such as Internet Explorer. Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 How is organize the SharePoint software ? For the activities related to sales, we have made the choice to organize it per business partner. One SharePoint site is created by Business partner. So the best way to access the documents in the SharePoint is via the list of accounts in the CRM. Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 Conclusions… Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 What is running without too much bugs and can be used by you directly ? • Account and contact management • Appointment => Visit reports => Request of quotation • Quotation => Quotation follow up • Management of documents with the SharePoint program What is on test and will come in year 2014 ? • Link with outlook for accounts, contacts, appointments and mail activities • Expansion on mobile devices as PDA and Tablet for remote operation • More data extraction and marketing tool Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014 How to start in each company • Roll off of data from ERP to the CRM => done by Indian consultants • Check if the data are correctly translated => each company key users • Adaptation of minor lists as City code, Area code, Channel type , Industry …. => local key users • Training of the employees based on manual written by Esco Drives • Esco Drives can assist for this training in Dutch, French or English (sorry no German ) Esco group CRM presentation Philippe Moriau & Patrick Polspoel jan 2014