CRM Solutions prospect | convert | sale | retain AnytimeCRM Marian Stirbescu Marketing & Sales Manager, Advantage Software Factory May 30, 2007 Professional Software Solutions for Customer Management

CRM Solutions prospect | convert | sale | retain Agenda  About ASF  Your Challenges in Customer Management  Our CRM Solutions  Q & A AnytimeCRM

CRM Solutions prospect | convert | sale | retain During the presentation feel free to…  Be open minded  Share your previous experiences with the audience  Ask questions  Say No or Disagree  ….

CRM Solutions prospect | convert | sale | retain About Us  Our Mission is to help organizations to better serve their customers.  Our Vision is to became the most important provider of customer centric solutions in Romania until the end of 2009  Advantage Software Factory is the 1st Oracle Certified Partner in Romania on iTrack (Oracle Technologies, since July 2002)  ISO 9001 Certified Company for CRM implementation (certification issued by Lloyd’s Register Quality Assurance)  Business Lines: CRM | Collection Systems | Custom Development AnytimeCRM

CRM Solutions prospect | convert | sale | retain Our customers  Vodafone Romania  Credit Europe Bank (Finansbank)  EOS- KSI Romania / Slovakia / Greece / Hungary  Montero Grup  ICG  ING Bank  HVB Tiriac  Unicredit Romania  Rompetrol Downstream  Eurisko Consulting AnytimeCRM

CRM Solutions prospect | convert | sale | retain 4 Key factors that prevent Customer Dissatisfaction No matter the industry the research has proved that there are 4 key factors that prevent you loosing customers:  Act with precision. The customer expect you to provide your service in a predictable and precise manner.  Accessibility. Your customer can get in touch with you anytime, from anywhere in AnyWay.  Partner with your customer. Listen to them, care about them.  Act as an adviser. Customers feel a strong bound to the companies they’ve learned something from. from “First break All the rules: What the World’s Greatest Managers Do Differently” by Marcus Buckingham, Curt Coffman

CRM Solutions prospect | convert | sale | retain True Challenges  Customer Support & Sales flows need to be personalized according to your industry specific requirements  The Business environment requires fast Time to Market when implementing new sales and support strategies or changing the existing ones.  Your company expects aggressive implementation schedule for CRM  Integration between sales and support teams across departments  The companies are looking to do more with less so the TCO is a key decision factor when choosing a CRM solution

CRM Solutions prospect | convert | sale | retain Our solutions – your advantage  Capone is an enterprise collection system that enables the collection departments to control, manage and automate the collection processes of the company while reducing the bad debt.  AnytimeCRM – is a CRM system that helps Customer Support and Sales departments to achieve excellence in client interaction, at all the touch points, while cutting down the operational costs.  AnytimeCRM = AnytimeSupport + AnytimeSales AnytimeCRM

CRM Solutions prospect | convert | sale | retain Capone Banking – Why ? Benefits Cost Reduction / More Value > Control and reduction of bad debt; > Starting point to evaluate the collection cost; > Improve the cash flow; Customer Care/ Public Image > Fair treatments for all your customers. > Fair Play; > Information for customers in order to prevent the delinquency; > History of the collection relationship with the client; Capone helps the organizations to reduce the bad debt and improve the cash flow while optimizing the collection cost; Operational > Total control of the collection processes through flexible collection strategies definition; > Increased effectiveness of the collection process; > Informed decisions through reports; > Capture the best practices and business rules; > Integrated collection no matter the products; Technical > Very scalable, grows with your business; > Supports clustering and failover; > Developed using industry standards, runs on all major existing platforms; > Standard interfaces with existing systems; Capone is the leader of the collection software market with more than 2500 active users in 8 of the most dynamic companies in Romania.

CRM Solutions prospect | convert | sale | retain Capone Banking – How ? Features Payment Agreements > Payment Schedule > Discount/Adjustment actions when kept or broken Letter Generation & Printing Powerfull feature available with two options: > standard built in module (for up to letters/day) > printing factory gateway Flexible Hierarchy > Up to three levels of hierarchy to accommodate specific requirements for different industries. Payment Allocation > automated/predefined criteria > manual allocation Built in Report Generator > Allow non technical users to define and run reports from Capone. > The report generator is tightly integrated to security framework so the users are allowed to see only the reports they have access to. Timeline/Collection Strategies > Flexible definition of automated collection steps. > Graphical representation of the timeline definition > Graphical representation of the collection status on account Multicurrency > Balances and payments are expressed in original currency. > Functional Currency for reporting purpose and timeline criteria definition. Interfaces > Interface enabled to IVR, Dialer, SMS Gateway, Fax Server, Printing Factory, SMS Connector to GSM providers. > Interface enabler to relevant core business systems: Core Baking, Invoicing, CRM. Queues Management > Core functionality of the system that allows the distribution of workload among different collectors according to allocation rules. Insurer Relationship > Implementation of specific strategies according to insurance agreements > Timelines based on annuity Security > Part of FAST framework allows segregation of duties based on specific user rights and roles.

CRM Solutions prospect | convert | sale | retain AnytimeSales  A Customer Relationship Management system that helps the sales departments to attract new customers and expanding sales to existing ones while cutting down the operational costs.  Target Industries  Banking  Telecom  Utilities  IT Support  Financial Services  Professional Services  Call Center Services  Auto Dealership  Service and repair

CRM Solutions prospect | convert | sale | retain Why AnytimeSales ?  Your invoicing system is simply not enough  The best replacement for unstructured tools: paper, spreadsheets, manual procedures  Save time  Quick access to customer information  You will spend more time in making decisions not in finding information  Replace micro management with management by exception for your sales team  A professional way to track Sales People Performance  Increase your sales:  Because you are not loosing leads anymore  You can learn from past experience  You expand your potential leads database  You gain a valuable advantage over your competition

CRM Solutions prospect | convert | sale | retain AnytimeSales Flows  Configurable Sales Flows  Lead Capture  Lead Qualification  Lead Development  Lead Conversion  Opportunity Management  Marketing Campaigns Support  Contract Management  Customer Interactions

CRM Solutions prospect | convert | sale | retain AnytimeSales Flows New Promotion Opportunity Customer Interactions Lead Sales Contracts Sales Stages Post Sales

CRM Solutions prospect | convert | sale | retain LeadManagement Lead Capture Conversion Opportunity Contract Web Direct Mail Lead Lists Marketing Events Cold Calling Development Qualification

CRM Solutions prospect | convert | sale | retain WebLeadCapture

CRM Solutions prospect | convert | sale | retain  Automatic Transformation of requests to leads  Important time savings  Information available in one Mapping New Lead Subject >> Lead Subject Body >> Lead Information Attachments >> Notes & Attachments To Address >> Lead Type From Address >> Customer Contact

CRM Solutions prospect | convert | sale | retain OpportunityManagement New Opportunity Conversion Order Contract Web Direct Mail Lead Lists Marketing Events Cold Calling Converted Leads Development

CRM Solutions prospect | convert | sale | retain Relationship Management Presale Sales Post Sales 360° view of customer Interaction

CRM Solutions prospect | convert | sale | retain AnytimeCRM  A Customer Relationship Management system that helps the Customer Support departments to achieve excellence in customer interaction, at all the touch points, while cutting down the operational costs.  Target Industries  Banking  Telecom  Utilities  IT Support  Financial Services  Call Center Services  Leasing  Service and repair  View of the Customer Interaction

CRM Solutions prospect | convert | sale | retain Anytime Support Industry / Flows Matrix IndustryBusiness Flows / Activities Banking Customer Complaints, Customer Info, Back Office Requests, Card Support, Internet Banking Support, Internal IT Support, Sales Integration Telco Customer Interactions, Call center, Service Provisioning Flows, Network Incident Management, Operations & Maintenance, Customer Information, Case Management, Internal IT Support, Sales Integration, Asset Management, Site Installations IT Support ITIL Compliance, Systems Support, Applications Support, Helpdesk, Release Management, Hardware Maintenance, Change Requests Utilities Case Management, ISO Compliance Financial Services Credit Application Flows, Info requests, Internal Compliance, Card Support, IT Support Outsourced Call Center Services Case Management, Helpdesk, Customer Surveys Leasing Customer Complaints, Car Incidents Service & Repairs Incident Management,ISO Compliance Manufacturing ISO Compliance, Customer Surveys, Quality Assurance

CRM Solutions prospect | convert | sale | retain Core Support  Case Definition  Full configurable Case Templates  Agent and supervisor working screens  Queues Management  Configurable Status Sequences  Product / Service Catalog  Customer Management  Contact Management  Task Management  Notes and Attachments  Manual case assignement  Case History  Work Performance Information  Custom defined fields for cases, customers, projects, products.  notifications using templates  2case  Eligibility rules to secure data access

CRM Solutions prospect | convert | sale | retain 2Case  Automatic Transformation of requests to cases  Support by using “Keywords”  Important time Mapping New Case Subject >> Case Subject Body >> Case Description Attachments >> Case Notes & Attachments To Address >> Case Type From Address >> Customer Contact

CRM Solutions prospect | convert | sale | retain Workflow Automation  Forced status case sequences  Graphical configurable Workflows  Flexible business rules implementation  Automated notifications  Process/Flows definition

CRM Solutions prospect | convert | sale | retain Workflows Configuration Workflow 1 Business Rule 1 Business Rule 2 Action 1.1 Action 1.2 Action 2.1 Action 2.2 Available Actions Send SendToDialer SendSMS ChangeCaseStatus MoveToQueue UpdateColumns Sequence

CRM Solutions prospect | convert | sale | retain Process / Flow Configuration Start Request Convert Case Flow 1 Flow 2 Flow 3 Convert Case Support Process Request Solved

CRM Solutions prospect | convert | sale | retain Graphical Workflow Definition

CRM Solutions prospect | convert | sale | retain Service Level Agreement  Full SLA configuration based on: customer, severity, priority, service schedule.  Automated case escalation and notifications when SLA broken  Custom Actions on SLA events

CRM Solutions prospect | convert | sale | retain Call Center Integration  Call Pop-Up Screen  Dialer Interface  IVR Interface  SMS Gateway  Fax Server Interface  Integration available with Mediatel, Cisco, Avaya

CRM Solutions prospect | convert | sale | retain Partnership  Commercial and Implementation partners  S & T (  Kintex (  Technology / Call Center  Mediatel  ICG (  Datanet Systems (

CRM Solutions prospect | convert | sale | retain Why ASF ?  ASF has a proven track of successful projects on Telco, Banking, Financial Services and IT Support services  Previous CRM experience  Romania based support and development  Very fast Implementation schedule for standard version and on previously agreed business requirements  Outstanding configuration capabilities enable “Zero” customizations cost.  Interfacing capabilities on open standards with existing IT Systems  If necessary, software customizations can be delivered.

CRM Solutions prospect | convert | sale | retain Advantage Software Factory ; Happy Customers, Anytime Join us now! for a free private Workshop on Capone or AnytimeCRM by phone at or by at