Hermann Alvino CRM Sales & Technical
presentations for AMDOCS.
These presentations are based on a scenario described at the beginning.
Names of Seller, Products and Customer are fictitious; rest of elements corresponds
with different real business and technical situations.
Scenario (1/4) ACME CRM
Global deployment of ACME CRM Sales Force Automation, Marketing
and Analytics for multinational PHARMA PRESCRIPTit CORP.
This deployment is engaging the corporation in a deep organizational and
cultural change that have three initial challenges:
- Acceptability by users.
- Match and integrate current processes and procedures into the new
applications from technical and cultural perspectives.
- Integrate new CRM applications with existing ERP platform.
Country deployment for 450 Salespersons-Indirect Sales, 150 Salespersons-
Direct Sales, and 15 products’ Experts.
Scenario (2/4) ACME CRM
Salespersons with tablet pc’s are engaged in indirect sales presenting
products to physicians together with messages structured by marketing
units. Goal is to convince physicians to use products in their prescriptions.
Direct Sales focused in Pharmacies and Distributors (Partners) completes
the sales loop.
Products’ Experts give support information to Salesperson sharing
visibility of part of their interface.
Marketing department elaborate messages and share visibility of part of
their interface with Salespersons.
Analytics module provides framework to establish tactics and strategies
for Sales and Marketing units.
Product acceptance by physicians will make them to prescript it to
patients. Written prescription will be used to purchase product at
pharmacies.
Scenario (3/4) ACME CRM
An exclusive web portal for Distributors (Partners) will be considered and
deployed in the future.
Existing corporate web portal provides to visitors with complete
information about products covering specifications, medical studies,
protocols, etc.
ACME-CRM software sales’ cycle stages already completed are:
- Corporate presentation.
- Products and solutions presentations.
- RFQ for Sales, Marketing and Analytics has been recently received
by ACME CRM to be filled.
- Pilot application still needs to complete the gathering of prospect’s
requirements before a first demo session.
Scenario (4/4) ACME CRM
Current stage is still covering business and functional prospect’s
requirements.
This presentation will cover chosen characteristics, functionalities and
benefits of the Sales module proposed accordingly with prospect’s sales
process and needs.
In order to give a more complete perspective, Marketing and Analytics
features are also presented.
Current information about local corporation is still being gathered to
structure a complete ROI analysis from [Link] perspective.
Goal of presentation is to confirm business perspective, reaffirm prospect
engagement and relationships with spokepersons responsible to transmit
prospect requirements.
ACME-CRM SFA Sales Presentation ACME CRM
What ACME-CRM does
How ACME-CRM does it
Why ACME-CRM
What ACME-CRM will do for PHARMA PRESCRITit
ACME-CRM interface
ACME-CRM empowerment &
PHARMA PRESCRITit process flow
PHARMA PRESCRITit landscape
ACME-CRM Sales Force Automation
ACME-CRM Marketing
ACME-CRM Analytics
(1)
What ACME-CRM does (1/2) ACME CRM
ACME-CRM acts as framework for organizational change in order to
Attract, Engage, Sell & Retain Customers. This is done through:
- Shortening your sales cycles and increase your revenues.
- Making your sales & marketing personnel more efficient.
- Helping to create a market differentiation and to create the 80/20 niche.
- Improving your account management and sales team collaboration.
- Achieving a holistic view of all your account interactions, resulting in
informed professionals and satisfied customers.
- Gaining insight into all your sales activities including pipeline and
forecasted revenue, for more informed and accurate sales planning and
marketing strategies.
What ACME-CRM does (2/2) ACME CRM
ACME CRM provides
analytical functionality
Landscape
Analysis
ACME CRM New Product Market
provides ACME CRM
& Service Multi-
preloaded and ad- provides
Control Opening channel Multichannel
hoc reports for
Strategy Access
control and
monitoring
Expansion
Extension
ACME CRM provides
ACME CRM provides tools Business Action capacity to act in real time:
for configuration, workflow Continuity campaigns, accounts &
escalation & integration in activities assignment, etc.
real time
How ACME-CRM does it (1/2) ACME CRM
With its technology, ACME-CRM Deployment
Zero Footprint
provides a platform based on
Bandwidth Options
-Multichannel approach for all Interaction Model
Standard Web Refresh
Discover
stakeholders: sales, marketing, Smart Refresh
Design Explicit Save
field service, partners –distributors Smart Save
Configure
& suppliers, final customers. UI Widget Set
Validate HTML Native Controls
- Real time information Deploy Calendar Control
Calculator Control
management. Currency Control
Rich Text Control
Enhanced Drop-down Control
Enhanced List Control
- Real time information sharing. Drop-down Menus
Accessibility
- Seameless integration with ERP- Basic Style Sheet support
Advanced Style Sheet Support
Back Office & Legacy Systems. Basic Browser Keyboard Support
Enhanced Keyboard Support
How ACME-CRM does it (2/2) ACME CRM
Front-Office (CRM)
Call Center eCommerce
Channels DW
Sales Analitics Analíiics
Face to
Face Field Service Employee
Stakeholder
Web Marketing ...
Db CRM
Customer
E-Mail ....
Employee Web Server
Fax
Gateway
Partner WAP Firewall
Chat Procurement ....
Phone Inventory … Db
Inventory
Finance Projects Finance
… HHRR,…
Administration SW Library
Encript, LDAP… Logistics HHRR Legacy
Back-Office (ERP)
Client Web Database
Servers Application Servers Servers
Why ACME-CRM (1/2) ACME CRM
ACME CRM’s quality of products and
services has been driven to:
CRM Market Share
- Establish a growing market sharing (large corporations)
supporting a CRM ecosystem.
-Consolidate a solid financial structure
with an optimal proportion between
revenues from new licences and support
that allows a continuous strong investment
in innovation and quality.
Why ACME-CRM (2/2) ACME CRM
ACME CRM’s tecnology offers a robust
platform based in the state of the art in
CRM Magic Quadrant
order to preserve investment and
optimize cost of ownership:
- First class support for configuration and
upgrading
- Compatibility with OS’s, browsers,
database and integration with office ACME-CRM
suites
- Compatibility and integration with
ERP’s and legacy systems
- Partnerships with software world
leaders
-Growing world solid reputation
What ACME-CRM will do for ACME CRM
PHARMA PRESCRITit
Benefits Costs Reduction
ACME-CRM SRF •Customer retention •Customer acquisition costs
Direct & Indirect Sales •Sales efficiency and Effectiveness •Order error reduction
•Average value per transaction •Reduced training cost
•New sales rep. performance •Employee retention
ACME-CRM Marketing •Increase conversion rate •Reduced campaign development costs
•Increased number of campaigns •Reduced campaign deployment costs
•Increased average revenue per sale •Improve management of campaign
•Increased revenue from improved new profitability
product/service development cycle reduction •Reduced cost from migrating to web/email
•Increased retention rate for premium campaigns
customers •Reduced advertising cost
ACME-CRM Analytics • Increase vision of trends •Reduced use ot IT tools
•Increase Customer behavior knowledge •Reduced timing of knowledge acquisition
•Increase knowledge of landscape & competition
reaction capacity
ACME-CRM interface ACME CRM
Sales CallCenter Marketing My ACME-CRM Administration
Accounts Contacts Opportunities Quotes Activities Expenses
Reports Sales Targets Incentives Territories Price Models Partners
New Edit Cancel Delete Search
ACME-CRM empowerment & ACME CRM
PHARMA PRESCRITit process flow
PHARMA PRESCRITit Sales-Direct
View New Partner Check Use Sales Generate Place Order
Leads Analysis Marketing Tools Quote
Messages
PHARMA PRESCRITit Sales-Indirect & Field Sales
View New Manage Check Use Sales Populate
Leads Agenda Marketing Tools database
Messages
PHARMA PRESCRITit Marketing
Campaign Campaign Campaign Segment Partner
Planning Execution Analysis Analysis Analysis
PHARMA PRESCRITit Web Commerce-Partners
Receive Browse Generate Place Order
Promotion Web Quote
Catalog
PHARMA PRESCRITit Web-Self Service
Logon to Access Self Browse Solve Call for
Portal Service Site FAQs Problem Help?
ACME-CRM Sales Force Automation ACME CRM
View New Check Use Sales Populate Analyze
Leads Marketing Tools database
Messages
Prospects Visibility Quotes Product Tactic Plans
&& on Recognition
Territory Orders Quarterly
Marketing
assigned by Product Plans
Campaigns Expenses
manager a/o Acceptance
Sale Targets
authomated Agenda
Tactic data
Assignment Visits targets
Events
Manager Medical
Event targets
Office tools Samples
Business
Marketing
targets
Imported Issues
data from
3rd Party
database
ACME-CRM Marketing ACME CRM
Campaign
Execution
Campaign
Planning
Salesforce
Define Targets Messages
&
Create Campaign
Personalized
Web Offer
Personalized
html eMail
Partner
Analysis
Segment Web Product
Analysis Catalog
Campaign
Analysis
DW
Analíiics
ACME-CRM Analytics ACME CRM
• A pre-built data warehouse with ready
• Seamless end-user experience when to use reports and customization options
generating, scheduling, viewing, and
printing reports
• More than 150 types of reports
classified in four categories:
• Reports are designed in ACME CRM – Sales and Territory, Products,
Tools and/or MS Visual Studio Periods
– Direct and Indirect Sales & Quotes
• Data extraction from CRM & ERP per Products, Salespersons
platforms – Campaigns results per Channel,
Recipients, Periods, Products
• Enables Partners and Customers with – Activities per Salesperson and
visibility privileges to view reports from Customers
a web browser
• Export, Printing, eMailing functionality
• Export, Printing, eMailing functionality
• Different possibilities of presentation:
• Different possibilities of presentation: Graphics, Pie chart, Tables
Graphics, Pie chart, Tables
ACME CRM
Thank you
ACME-CRM SFA ACME CRM
Technical Presentation
ACME-CRM topology
ACME-CRM SFA 3-tier model
ACME-CRM topology ACME CRM
Front-Office (CRM)
Call Center eCommerce
Channels DW
Sales Analitics Analíiics
Face to Field Service Employee
Face
Stakeholder
Marketing ...
Web
Db CRM
Customer ....
E-Mail
Employee Web Server
Fax
Gateway
Partner WAP Firewall
Chat Procurement ....
Phone Inventory … Db
Inventory
… Finance Projects Finance
HHRR,…
Administration SW Library
Encript, LDAP… Logistics HHRR Legacy
Back-Office (ERP)
Client Web Database
Servers Application Servers Servers
ACME-CRM SFA 3-tier model(1/3) ACME CRM
Presentation
Client Thin UI
Tick UI
(dedicated) (browser)
Web Server Objects: logic, business
rules
Application
Server
Database Data
Server
Database
ACME-CRM SFA 3-tier model(2/3) ACME CRM
DHTML:
Activex Javascript Presentation
Object X:
html Client
Applets Tick UI Thin UI Data
CCS (browser) Methods
(dedicated)
PhP IE, Mozilla, Firefox
(browser) Object Y:
Web Server Data
Microsoft, Objects definition: logic,
Sun, IBM, Methods
Enterprise Java Apache,
business rules
Application
Solaris, …
Server Object Z:
Microsoft
MS CRM, Data
SQL
Oracle & Methods
Siebel,
SAP, …
Database
Data Model
Server
Database
r
ACME-CRM SFA 3-tier model(3/3) ACME CRM
Objects Definition
Mobile (thick) Web Control
(thin)Client- Screen View Applet
List Column
Client
browser
Local
Database
Gateway
Web engine
Object
Web Server Manager
Application Server Parent Bss. Child Bss.
Field
Components Objetc Object
Server
File
System
Database
Server
Table Column
Database
ACME CRM
Thank you
