Business Challenges and CRM Related Benefits by Your Role and Responsibilities

Business Challenges - Sales Management

• Too many systems to give a true picture of customer/accounts to gain a complete [view] of sales performance and pipeline
• Consistently deliver an accurate pipeline and forecasting
• Adoption in the front-office and with the mobile workforce

CRM Benefits - Sales Management

• Make informed, profitable decisions based on accurate visibility into the sales pipeline.
• Drive opportunities to a close by automating your proven sales processes
• Maximize team selling effectiveness with reporting and advanced business analytic tools
• Enable your mobile workforce with anytime, anywhere access to vital customer information on popular mobile devices or via the Web
• Streamline Your Sales Methodology:
  • Create a common selling process
  • Capitalize on the best practices of your whole organization
  • Shorten your sales cycle
  • Reduce time spent in unproductive areas.
  • Implement day-to-day best practices for using Infor CRM (Saleslogix)

Business Challenges – Marketing Management

• Lead-to-close traceability and visibility into budget for ROI
• Data quantity and quality with limited ability to segment data
• No visibility into marketing success via closed loop reporting to justify marketing spend

CRM Benefits – Marketing Management

• Automatically route hot leads so they’re worked on fast!
• Easily manage leads from import to deduplication - increasing marketing efficiencies and ensuring data integrity.
• Attract profitable customers and automatically nurture leads with integrated  Infor CRM (Saleslogix) E-Marketing.
• Understand why you're winning and losing deals and make adjustments
• Understand and analyze which campaigns have the most responses, best conversion rates
• Maintain a central library for marketing information, manuals, pricing and sales tools.
• Track the effectiveness of your multi-channel marketing campaigns with ROI and Budget tools.

Business Challenges - Customer Services / Support Management

• Reducing ticket-to-resolution time and cost to meet customer expectations and service level agreements (SLA) across all touch points
• No accurate support or visibility into operational metrics on service level performance to keep proper staffing
• Capturing institutional knowledge and making it easily found and accessible

CRM Benefits - Customer Services / Support Management

• Get a complete [view] of the customer to maximize interactions.
• Quickly analyze ticket volume and trends to assess the customer experience and team performance.
• Manage tickets, defects, returns, and support contracts, boosting loyalty and service levels.
• Increase the levels of service you provide and manage your team effectively with insights into team performance.
• Receive alerts automatically so you're always aware of issues so you can take action fast!
• Empower your customers to get the support they need 24/7 with the Infor CRM (Saleslogix) Self-Service Web Portal - increasing the customer experience and reducing service and support costs.

Business Challenges - IT Professionals

• Integration of multple systems
• Existing system cost is too hight (hardware, training, administration)
• Unable to adapt and scale with the growth of the business (e.g. Mobile, BYOD, Reporting, Anaytics, etc.)

CRM Benefits - IT Professionals

• Customize to address unique business and industry needs.
• Automate processes across your organization leveraging the powerful Process Orchestration Engine.
• Flexible, standards-based architecture easily integrates into your existing IT environment enabling future growth and expansion.
• Easily configure and manage your CRM Solution using Administrator tools.
• Ensure your vital data is secure with sophisticated security options.
• Benefit from a complete CRM solution out-of-the-box that's easy to install - or leverage an expert network of certified business partners to design, implement and customize your CRM solution.
• Use coded or codeless tools to develop and deploy customizations across all areas of the product.
• Integrate with Web services for an enhanced user experience.
• Multi-currency support