SYNOPSIS  ICS Overview  Business drivers  Investment Objectives  Benefits  CRM Software  Team strategy

ICS OVERVIEW  Initially single structure  Purchased 3 companies  Expanded to five separate lines  IS Strategy  E-Forensics  Information Security  Infrastructure and Application Architecture  Disaster recovery & business continuity services

BUSINESS DRIVERS  External Drivers  Integrating service lines  Lack of availability of one ‘one stop shop’ for clients  Internal Drivers  Lack of inter service lines communication  Poor Integration

INVESTMENT OBJECTIVES  Centralized database  Cross selling of services  Integration of systems  Increase of revenue  Aid strategic decision making

Benefits Structuring, Measures & Owners TYPEBENEFITSMEASURESOWNER Financial Increase revenue Selling more than one service to a customer National Marketing Director Quantifiable Collection of customers data from different database. Make customer data into single database Sales team in companies. Stops work duplications Cost of duplication was high in current system CRM system reduce cost to half. National Marketing Director Provides reports to the executive partners Illustrates how CRM increase the sales. Purchase volume is increased Sales team

TYPEBENEFITSMEASURESOWNER Measurable Managers get more reports on customers, and services Enter details of current customer purchases National Marketing Director Integrated systems helps to control& manage systems Implement integration software(CRM) Management Team Observable Motivated staff increases efficiency Train staff on CRMStaff Able to provide offers to existing customers Maintain accurate customer data Sales Team Benefits Structuring, Measures & Owners

TYPES OF CRM  SUGAR CRM(Open Source) (Cloud)  Sales Force (Off the shelf) (Cloud)  Microsoft Dynamics (Off the Shelf)  Custom Build CRM

COMPARISON Sugar CRM (Open source) In House built CRM Microsoft Dynamics AX Sales force CRM (Cloud) CostLowHighMedium SecurityLowMediumHighMedium Service and Support Can be purchasedYes CustomizationLowHighYes (economical)Yes (expensive) IntegrationNot for all versionsYes but a high costYes Pros Low cost and initial Investment Customizable source code All requirements are met Multiple deployment options Easy to use Linked to MS products Cloud based Mobile app support Social network tools Cons Limited features Limited support High development time Highly optimized for MS products No public cloud deployment Incomplete offline solution

TEAM DESIGNATION RESPONSIBILITIES National Marketing Director Monitors and report to David Green Program Director Team Management Sponsor System Architect Co-ordinate Technical Team Develop Implementation Plan Program Coordinator Co-ordinate activities of consultants Guide project according to plan Sales Manager Co-ordinate the inter- service line sales

TEAM STRATEGIES  Formation of team from each service lines  Efficiently address concerns & requirements  Conduct regular meetings & monitor progress  Conduct review with the management team

REFERENCES  CRMTRENDS, CRM Best Practices, http://  CRM Reviews,  Customer relationship,  CRM & Cloud Computing Software To Grow Your Business - Salesforce.com Australia CRM & Cloud Computing Software To Grow Your Business - Salesforce.com Australia. [ONLINE] Available at: [Accessed 18 August 2014]  Open Source CRM hipergate :: Open Source CRM. [ONLINE] Available at: [Accessed 23 August 2014http://