A Manufacturers Guide to CRM S P E A K E R S Clint Oram, CSO at - - PowerPoint PPT Presentation
W E B I N A R A Manufacturers Guide to CRM S P E A K E R S Clint Oram, CSO at SugarCRM Ross Peetoom, Director of Operations at Intelestream SugarCRM Elite Partner D A T E March 27, 2019 Speakers Introduction Ross Peetoom Clint Oram
S P E A K E R S D A T E Clint Oram, CSO at SugarCRM Ross Peetoom, Director of Operations at Intelestream – SugarCRM Elite Partner March 27, 2019 W E B I N A R
CSO at SugarCRM clint@sugarcrm.com
Clint Oram
Director of Operations at Intelestream
SugarCRM Elite Partner
ross@Intelestream.net
Ross Peetoom
Manufacturing Industry Trends Why SugarCRM for Manufacturers? Intelestream Customer Story: Aeromotive Q&A
revenue model
digital manufacturing enterprise
The term Industry 4.0 encompasses a promise of a new industrial revolution—one that marries advanced manufacturing techniques with the Internet of Things to create manufacturing systems that are not only interconnected, but communicate, analyze, and use information to drive further intelligent action back in the physical world.
https://www.business-sweden.se/en/Trade/analysis-and-reports/reports-and-facts/do-you-leverage-industry-4.0-in-your- internationalisation/ Deloitte Insights, January 2019
Apple iTunes
Ford Smartlink Google nest Xerox Managed Print Services MAN Truck and Bus UK – Trucknology Rolls Royce TotalCare GE Digital Ricoh pay-per-copy Safechem drycleaner solvent for rent Philips Light-as-a-Service ESAB Weldcloud Floow2 asset sharing platform GE Healthcare remote monitoring service Bundles pay-per-use home appliances Daimler Car2Go Indaver hydrochloric acid for rent
Caterpillar Product Link Van Der Lande pay-per-baggage item airport conveyer system Audi Unite shared vehicle subscription
by Tim Baines and Howard Lightfoot
T O P I C S :
“Servitization is the innovation of an
to shift from selling products to selling integrated products and services that deliver value in use.”
Digital business transformation is the process of exploiting digital technologies and supporting capabilities to create a robust new digital business model.
Gartner
CUSTOMER EXPERIENCE FREQUENCY OF INTERACTIONS CONTEXT OF INTERACTIONS VALUE TRADITIONAL MANUFACTURERS
Reactive: React to a customer or partner need, complaint or request Little to none: None during use, and infrequent interaction for sales and service Standard: Interactions reflect order history and company type Product: Value derived from product features
DIGITAL MANUFACTURING ENTERPRISES (DMES)
Proactive: Create intentionally designed experiences that guide customers and partners based on an intimate understanding of their situation Continuous: Ongoing dialogue enabled by digital connection Customized: Interactions reflect the customer/ partner’s role, relationship with the brand, state in the buying cycle, location, environment, and other context provided by the digital /physical connection Services/data: Value shifts from product features to the analytics- enabled insights derived from the physical product in operations
Source: Deloitte Analysis | Deloitte University Press | dupress.deloitte.com
PROACTIVE CUSTOMER EXPERIENCE CONTINUOUS CUSTOMER INTERACTION AWARE OF CUSTOMER CONTEXT FOCUSED ON SERVICES AND DATA
Sales and Service Automation Opportunities, Forecasting, Accounts, Case Management and More SugarUX™ Immersive, Intuitive Interface CPQ Product Catalog, Quotes Hint™ Intelligent Data Enrichment Sugar Plug-ins for Gmail and Outlook Dashboards and Reporting Sugar Mobile SugarBPM™ Automation Suite Knowledge Base REST APIs Flexibility Configuration and Integration
Why Sugar for Manufacturers?
ELECTRONICS INDUSTRIAL & COMMERCIAL EQUIPMENT MATERIALS: METALS, CHEMICALS, PLASTICS PAPER, CLOTH, POLYESTER-BASED PRODUCTS FOOD AND KINDRED PRODUCTS AUTOMOTIVE OTHER
“We needed a system that would give us a base platform to grow from but also add
Tom Carroll, CFO
repairs
cross check with online photo catalog
“We strive to be our customer's main solution to any of their electrical needs, while remaining competitive in today's expanding global environment." Tom Carroll
Chief Financial Officer
Ray Stoeckicht
Senior Director, Business Development
Cameron Hunter
Customer Success Manager
Authorize.Net G Suite QuickBooks Website Photo Inventory Catalog
15% 75% 10%
Customers calling in have a unique reference number and the name of the sales rep responsible for their order
G Suite Website Phone
90% Directly to Quote Instant Customer Reference # Increased Capacity Per Rep Visibility Across the Team Automated Communications
SUGAR API MARKETPLACE INTEGRATION
“You think you remember everything about the part, but you don’t.” “We request photos of their damaged components and we cross reference them with our online photo catalog.”
Client Images Carousel Product Catalog Carousel Reduced User Error Extended Uses
“This is easier for us and better customer service.”
Secure CC Handling Faster Payment Processing Verify the Card is Valid Bill Direct from the Quote
Accurate Product Pricing Inventory Visibility Automated Status Updates Realize the 360° Customer View
Order Statuses Shipment Information Past Invoices Email Communications Appointments & Activities
“Automotive and FAA quality standards require a lot of documentation control and making sure things are in line.” “Any customer that is in this quality control area, could definitely benefit from this.”
INDUSTRY CERTIFICATION
Faster Order Processing Front Office Quality Control Reduced Lead Times Automated Order Status alerts 360° Customer View Customer Trust “Not only did we streamline our process but have reduced returns at the same time.”
A Manufacturer’s Guide to CRM