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.

Global deployment of Sales Force Automation, Marketing and Analytics for multinational PHARMA PRESCRIPTit CORP.

Scenario (1/4)

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.

ACME CRM

ACME CRM

Scenario (2/4)

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.

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.

ACME CRM

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 to be filled.

- Pilot application still needs to complete the gathering of prospect’s requirements before a first demo session.

Existing corporate web portal provides to visitors with complete information about products covering specifications, medical studies, protocols, etc.

An exclusive web portal for Distributors (Partners) will be considered and deployed in the future.

ACME CRMScenario (3/4)

ACME CRM

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 ACME.CRM perspective.

Goal of presentation is to confirm business perspective, reaffirm prospect engagement and relationships with spokepersons responsible to transmit prospect requirements.

ACME CRMScenario (4/4)

Current stage is still covering business and functional prospect’s requirements.

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

ACME-CRM SFA Sales Presentation 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.

ACME CRMWhat ACME-CRM does (1) ACME CRMWhat ACME-CRM does (1/2)

Landscape Analysis

Multi-channel Strategy

Business Continuity

Action

Market

Control Opening

Expansion

Extension

ACME CRM provides analytical functionality

ACME CRM provides

Multichannel Access

ACME CRM provides capacity to act in real time:

campaigns, accounts & activities assignment, etc.

ACME CRM provides tools for configuration, workflow escalation & integration in

real time

ACME CRM provides

preloaded and ad-hoc reports for

control and monitoring

New Product & Service

ACME CRMWhat ACME-CRM does (2/2)

With its technology, ACME-CRM provides a platform based on

-Multichannel approach for all stakeholders: sales, marketing, field service, partners –distributors & suppliers, final customers.

- Real time information management.

- Real time information sharing.

- Seameless integration with ERP-Back Office & Legacy Systems.

ACME CRMHow ACME-CRM does it (1/2)

Deployment

Zero Footprint

Bandwidth OptionsInteraction ModelStandard Web RefreshSmart RefreshExplicit SaveSmart Save

UI Widget SetHTML Native ControlsCalendar ControlCalculator ControlCurrency ControlRich Text ControlEnhanced Drop-down ControlEnhanced List ControlDrop-down Menus

AccessibilityBasic Style Sheet support Advanced Style Sheet SupportBasic Browser Keyboard Support Enhanced Keyboard Support

Discover

Design

Configure

Validate

Deploy

ACME CRMHow ACME-CRM does it (2/2)

Call Center

Sales

Field Service

Marketing

eCommerce

Analitics

Employee

...

Fax

Face to Face

Web

E-Mail

WAP

Phone

Db CRM

DWAnalíiics

DbInventoryFinance

HHRR,…

Legacy

Chat

…

Channels

Procurement

Inventory

Finance

Administration

HHRR

…

Projects

SW Library

....

Front-Office (CRM)

Back-Office (ERP)

Logistics

....

Encript, LDAP…

Web Server

Gateway

Customer

Employee

Partner

Client Web Servers Application Servers

Database Servers

Firewall

Stakeholder

ACME CRM’s quality of products and services has been driven to:

- Establish a growing market sharing 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.

ACME CRMWhy ACME-CRM (1/2)

CRM Market Share(large corporations)

ACME CRMWhy ACME-CRM (2/2)

ACME CRM’s tecnology offers a robust platform based in the state of the art in 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 suites

- Compatibility and integration with ERP’s and legacy systems

- Partnerships with software world leaders

-Growing world solid reputation

ACME-CRM

CRM Magic Quadrant

ACME CRMWhat ACME-CRM will do for PHARMA PRESCRITit

•Reduced use ot IT tools

•Reduced timing of knowledge acquisition

• Increase vision of trends

•Increase Customer behavior knowledge

•Increase knowledge of landscape & competition reaction capacity

ACME-CRM Analytics

•Reduced campaign development costs

•Reduced campaign deployment costs

•Improve management of campaign profitability

•Reduced cost from migrating to web/email campaigns

•Reduced advertising cost

•Increase conversion rate

•Increased number of campaigns

•Increased average revenue per sale

•Increased revenue from improved new product/service development cycle reduction

•Increased retention rate for premium customers

ACME-CRM Marketing

•Customer acquisition costs

•Order error reduction

•Reduced training cost

•Employee retention

•Customer retention

•Sales efficiency and Effectiveness

•Average value per transaction

•New sales rep. performance

ACME-CRM SRF

Direct & Indirect Sales

Benefits Costs Reduction

Sales CallCenter Marketing My ACME-CRM Administration

Accounts Contacts Opportunities Quotes Activities

Reports TerritoriesSales Targets Incentives PartnersPrice Models

New Edit Cancel Delete

Expenses

Search

ACME CRMACME-CRM interface

ACME-CRM empowerment &PHARMA PRESCRITit process flow

CampaignPlanning

CampaignExecution

CampaignAnalysis

SegmentAnalysis

PartnerAnalysis

PHARMA PRESCRITit Marketing

View New Leads

Use Sales Tools

Populate database

PHARMA PRESCRITit Sales-Indirect & Field Sales

View New Leads

Generate Quote

Place OrderPartnerAnalysis

PHARMA PRESCRITit Sales-Direct

Receive Promotion

Browse Web

Catalog

Generate Quote

Place Order

PHARMA PRESCRITit Web Commerce-Partners

Call for Help?

Logon to Portal

Access Self Service Site

Browse FAQs

Solve Problem

PHARMA PRESCRITit Web-Self Service

ACME CRM

Manage Agenda

Check Marketing Messages

Use Sales Tools

Check Marketing Messages

ACME-CRM Sales Force Automation

Populate database

View New Leads

Use Sales Tools

Check Marketing Messages

Prospects &&

Territory assigned by manager a/o authomated Assignment

Manager

Imported data from 3rd Party database

Visibility on

Marketing Campaigns

Quotes

Orders

Expenses

Agenda

Events

Office tools

Product Recognition

Product Acceptance

Tactic data

Medical Samples

Marketing Issues

Analyze

Tactic Plans

Quarterly Plans

Sale Targets

Visits targets

Event targets

Business targets

ACME CRM

Personalized html eMail

Personalized Web Offer

Web Product Catalog

Define Targets&

Create Campaign

SalesforceMessages

ACME CRMACME-CRM Marketing

DWAnalíiics

CampaignPlanning

CampaignExecution

SegmentAnalysis

PartnerAnalysis

CampaignAnalysis

ACME CRMACME-CRM Analytics

• Seamless end-user experience when generating, scheduling, viewing, and printing reports

• Reports are designed in ACME CRM Tools and/or MS Visual Studio

• Data extraction from CRM & ERP platforms

• Enables Partners and Customers with visibility privileges to view reports from a web browser

• Export, Printing, eMailing functionality

• Different possibilities of presentation: Graphics, Pie chart, Tables

• A pre-built data warehouse with ready to use reports and customization options

• More than 150 types of reports classified in four categories:

– Sales and Territory, Products, Periods

– Direct and Indirect Sales & Quotes per Products, Salespersons

– Campaigns results per Channel, Recipients, Periods, Products

– Activities per Salesperson and Customers

• Export, Printing, eMailing functionality

• Different possibilities of presentation: Graphics, Pie chart, Tables

Thank you

ACME CRM

ACME-CRM SFA Technical Presentation

ACME CRM

ACME-CRM topology

ACME-CRM SFA 3-tier model

ACME CRMACME-CRM topology

Call Center

Sales

Field Service

Marketing

eCommerce

Analitics

Employee

...

Fax

Face to Face

Web

E-Mail

WAP

Phone

Db CRM

DWAnalíiics

DbInventoryFinance

HHRR,…

Legacy

Chat

…

Channels

Procurement

Inventory

Finance

Administration

HHRR

…

Projects

SW Library

....

Front-Office (CRM)

Back-Office (ERP)

Logistics

....

Encript, LDAP…

Web Server

Gateway

Customer

Employee

Partner

Client Web Servers Application Servers

Database Servers

Firewall

Stakeholder

Presentation

Objects: logic, business rules

Data

Tick UI(dedicated)

Thin UI(browser)

Database

Web Server

Application Server

Client

Database Server

ACME-CRM SFA 3-tier model(1/3) ACME CRM

Applets

Activex

SQL

Presentation

Objects definition: logic, business rules

Data Model

Database

Web Server

Application Server

Client

Database Server

ACME-CRM SFA 3-tier model(2/3) ACME CRM

Enterprise Java

Microsoft

w

v

r

Object X: Data Methods

Object Y: Data Methods

Object Z: Data Methods

DHTML:

Javascript

html

CCS

PhP

Microsoft, Sun, IBM, Apache, Solaris, …

MS CRM, Oracle & Siebel, SAP, …

IE, Mozilla, Firefox(browser)

Thin UI(browser)

Tick UI(dedicated)

Database

Web Server

Application Server

Web (thin)Client-

browser

Database Server

ACME-CRM SFA 3-tier model(3/3) ACME CRM

File System

Server Components

Object Manager

Mobile (thick) Client

Web engine

Gateway

Local Database

Screen View AppletControl

List Column

Parent Bss.Objetc

Child Bss. Object

Field

ColumnTable

Objects Definition

Thank you

ACME CRM