Living with your customerNarasimhan (Kishore) Mandyam

PK4 Software Technologies Pvt. Ltd.

Agenda

• The value of CRM

• Why Impel CRM

• Sales & Marketing scenarios

• PK4 as a Company

The value of CRM

What CRM can do for an organization

Where CRM fits

Clients

Marketing

Partners, Dealers

Social Networks

Corporate – Marketing, Sales, Support, Ops

Sales

Mobile

SMS

What CRM can do

• Decrease sales cycle

• Improve marketing effectiveness

• Improve overall operations

• Improve price realization

• Integrate call center

• Provide continuity in sales process

• Sharpen brand

Overall CRM Model

• Well-defined territories

– Geographical, telescoping to schools, etc.

• Lead generation across regions

– Integrate and expand marketing

• Planned sales calls

– Improve visibility and brand for salesperson

• Increased in-house sales processes

– Replace reactive field-work with process

• Complete funnel visibility

– Help salespeople make more, better sales

Marketing Processes

• Improve Lead quality

– Acquire lists from valuable sources and activities

• Use multiple contact modes

– SMS, email, calling, dialer, etc.

• Integrate outbound calling

– Call center agents driven off same database

• Track lead generation effectiveness

– Automate hand-over to salespeople

• Validate marketing outlay

– Tie sales back to programs for full-cycle view

Sales Management

• Establish clear opportunity stages

– Lead > Prospect > Negotiate > Buy etc.

• Drive cross-selling and up-selling

– Identify specific stages for each initiative

• Analyze failures and improve

– Plan-to-Activity, Lost lead, Delayed deal, etc.

• Transition seamlessly to Support

– Support gets complete customer history online

• Measure and improve sales effectiveness

– By salesperson, region, deal, etc.

General Operations

• Bi-directional SMS – CRM-in-field, customer

interaction, intimations

• Email, SMS, Web2lead – integrated internal

processes based on source, interest, etc.

• End-to-End Marketing – multiple touch-points,

all leading to specific deals

• Quote-to-Cash – order, invoice, collection, PDIs,

bank reconciliation

• Test Center – questionnaires, surveys, HR

reviews, 360-Degree reviews, etc.

Why Impel CRM

Impel’s unique applicability

What do we do?

India-focused SaaS CRM

(it’s all about local culture)

We wanted a system that was easy to use, quick to implement and at Indian prices. With Impel CRM, we got all that and more.

Alok Modi

Managing Director, Modi Tyres.

“

“

He said it best…

Joined at the hip

• Uncomplicated pay-as-you-go model

• Start using it now!

• Scale to 1000s of users seamlessly

• Configure in minutes, Customize in hours

• Automatic upgrades every few weeks

• Integrate with any systems

• Built, Supported (and hosted) in India

Not just CRM…• Activity Planning

• Bi-directional SMS

• Call Center ops

• Dealer management

• Email, SMS, Web2lead

• End-to-End Marketing

• Google Maps

• Hand-held, Outlook

• Mega tenancy

• Quote-to-Cash

• Rewards and Bundles

• Service Requests

• Test Center

Why us?• Built for today’s business

• Priced for India

• Principal-Driven Customization

• Obsessed with usage

Sales & Marketing Scenarios

Some applications of Impel’s capabilities

Scenario 1: Field Sales

SMS Add Lead

�

Telescopic Territory Mapping

SMS Get Contact Info

�

SMS Change Stage

�

SMS Get Planned Activity

�

SMS Add Activity

�

Web Change Stage, Reassign, Reports

Web Change Stage, Reassign, Reports

Salespeople Sls Mgrs Reg Mgr Sls Dir Director

Outbound contact with prospect group

Advertising, SMS from

Impel, etc.

�

Prospect response

Prospect sends

SMS to short-

code

�

Prospect location identification

Call Center person calls

prospect, identifies location

via Google Maps

�

Prospect-Dealer Connect

Prospect gets SMS with

details of closest dealer,

Dealer gets prospect info

�

�

Mktg Pgm SetupImpel user sets up new

marketing program

�

Prospect visits dealerProspect sees product(s),

decides to buy

Dealer reports saleDealer sends SMS to

Impel with details

of purchase, to

create order and

claim credit

�

User manages processUsers gets complete visibility

to process, stages, numbers,

etc. in Impel

�

Scenario 2: Consumer Marketing

Scenario 3: Geocoded Clients

Impel users can analyze

data, contact customers

via SMS, export data, etc.

Prospect calls Support

Centre with questions

Support person collects

prospect info and maps

Prospect location with

nearest dealers

Prospect gets

details of chosen

dealer via SMS

Chosen dealer gets

Prospect info,

etc.. via SMS

Consumer buys qualifying amount of

product

System responds with

confirmation – Accepted,

Duplicate, etc.

Impel users can contact

customers via SMS,

export data, etc.

Impel users can look

at responses by

date, dealer, etc.

Scenario 4: Coupons, etc.

Salesperson gives

consumer coupon with

dealer code stampedConsumer sends SMS as

“<keyword> <coupon code>

<dealer code>” (say) to 56767

Some customers

“With Impel CRM, I

don’t worry about

the safety of our

data, because I know

PK4 takes care of it

better than we can.”

Mayur Srisrimal

E D, Lifecell Intl.

PK4 as a company

The people and company behind Impel

PK4, The Company

• Indian software company since 2006

• Completely focused on SaaS CRM

• Brand-name customers and SMEs

• Bangalore-based with partners elsewhere

• Impel OnDemand live from May 2008

PK4 – the People

• Thomas Alexander, ChairmanHarvard MBA, 30 years in start-ups and Enterprise

• Narasimhan (Kishore) Mandyam, CEOEngineer, 23 years as an entrepreneur

• Surekha Shetty, DirectorEngineer, 23 years building sales and marketing

• Partha Dharmarajan, Engg. Head12 years building software

• Radha Rao, Mgr. Business Development8 years marketing and selling software and services

Thank you!

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