CRM Status Update 23-Oct-2015

Topics we will cover today Why bother with CRM? Current status Data (Accounts/Contacts/Leads/Price Lists...) Tech Support Marketing Sales Rollout plan Questions/Feedback

CRM Sales Benefits Customer data, customer data, customer data Track companies and people Tech support, marketing and sales history available in one place Data is current Full history of account No more walking into customers blind Reporting is completely customizable Dashboards can show status, tasks, open opportunities, ...

Quoting in CRM Quoting in CRM All quotes will run through CRM Consistent format and updating with version control Sales pipeline always visible for account and territory Distribution sales will be visible Provides production forecast to avoid running out of product Only as good as the data...

What does this mean to me? CRM becomes your new best friend...

Using CRM How do I interact with CRM? Outlook integration Web browser Mobile clients including iPad, iPhone and android devices CRM server is hosted by Microsoft on their Azure cloud Part of the Office365 family of products Email/contacts/calendars can automatically sync between CRM and Outlook Can use SharePoint integration (future)

Data Data populated from M2K, Marketo and Clientele Price Lists Active accounts: 2341 Accounts with support level: 924 Contacts: 5772 Leads: 8811 Price Lists USR, GSA Products in price list: 1666 Data will be flowing into CRM Web forms Trade show/local event lists Sales team entering contacts

Tech Support Vicon and IQ support teams integrated in US and EMEA All support agents using same tools Zendesk for ticket management Microsoft CRM for accounts/contacts Extensive knowledge base via Zendesk web portal Includes Vicon and IQ products Continuously being updated Customers approved for direct tech support classified into Platinum, Gold, and Silver levels

Marketing Click Dimensions Currently developing processes for Marketing tool for customer identification and communication Replaces Marketo Web forms will take data directly into CRM Currently developing processes for Lead follow-up Email campaigns All marketing data is tracked in CRM and visible to sales team

Roll Out Plan Today October November December Sales/Tech Support using for maintaining customer support levels Data synchronized with M2K October Marketing cut over to Click Dimensions Inside sales starting to use for account/contact data November All inside sales using CRM Selected RSMs to use CRM for daily activity Quoting fully implemented December All RSM's in CRM

Future Integration Workflows RMA/Repair process Shipping integration Sales process from lead through qualification to contact CPP registration and qualification Opportunity registration A&E registration RMA/Repair process Shipping integration Additional website integration

Questions Questions/Comments?