Pat Group: Presentazione Corporate it-1.01

Lead Management Strategies

Lead managementHow to turn leads into clients

80% of lead generation marketing efforts are wasted and ignored by the

sales team

80%

43% of potential clients receive information after buying from another

vendor

43%

18%18% of leads do not receive

information following a request

data source:

Marketing Losses?

The time factorThe level of interest of a

potential client is inversely proportional to

the time that passes from the moment the

request is sent

Loss of informationInformation coming

from multiple channels is not always

synchronized and updated

Ineffective lead routingLeads are not routed

correctly based on the request, location or other

key factors

Duplicate dataLeads from multiple channels or collected during different phases create duplicate information

Incomplete dataData collected only partially does not allow for leads to be used to the best advantage

No MonitoringNo analysis of lead management and evaluation of performance indicators

Why?

SolutionsCentralized data management

Data collected by the marketing department is centralized, processed and managed based on

predefined business rules

Cross-channel lead managementUse multiple channels to communicate with clients

and improve the user experience

Process automationAutomate the lead management process so as to

reduce human error, accelerate management times and improve the process

Analysis and controlIdentify the most effective marketing channels and

performance indicators so as to constantly improve performance

Improved operational efficiencyUse software solutions and technology to improve

the efficiency of the sales team and lead management staff

Centralized information managementCollect leads into a centralized database where they can be standardized so as to avoid the loss of important information or the misalignment of key data

COLLECTION, CONTROL, COMPLETION AND STANDARDIZATION

OF DATA.TRACKING OF THE SOURCE CHANNEL

NON centralized informationAn example of a non-centralized approach to lead collection where the first contact is made by the distribution network:

When leads are managed directly by the distribution network:- The company does not have full control over the leads. Data is not centralized

- The agent does not always manage requests rapidly

- The agent is not always able to perform effective lead management

- A non-centralized lead cannot be used in future upselling or marketing activities

- The company does not have a view of the lead from first contact

Distribution network/SALES

first contact

sales process

Contracts

Not closed

Business decision and assignment rules

Centralized information managementAn example of centralized lead collection, standardization and assignment to the distribution network:

Contact center

Leads Database

Agent

Agent

Centralized information managementThe benefits of centralized lead collection compared to the distribution network:

Immediate vision of key dataThe data collected through all marketing channels or agents is standardized. The agent gets an immediate view of all the leads that are generated

Lead catalogingThe data can be cataloged more easily. No information is lost or fragmented

Application of assignment rulesAssignment rules can be applied and modified with ease and on the fly

Simplified post-request marketing activitiesCentralizing the data means that follow-up on leads generated form any source can be performed with ease

The data is standardizedThe data collected is checked and information filled in automatically based on pre-defined standards

Multi-channel lead managementA multi-channel lead management process providing advanced communication with users that:

Acme

- Uses social media to communicate- Is available via the voice channel- May be used for conversation- Fosters the use of proactive information

Multi-channel lead managementAn example of communication with the user during the lead management process:

The user fills out the information request form on the web site

The request is received by the contact center and assigned to

an operatorThe user receives a notification that the request is being dealt with and that

an operator will be in touch shortly

The operator updates the status of the request and assigns the

qualified lead to an agent for an appointmentThe prospect receives a text

message reminder of the appointment

After the appointment the agent comes to the office and updates

the information

Il cliente compila il survey

The operator makes the call and collects the information

DATA CONTROL AND MATCHING VIA A

CENTRALIZED DATABASE

The social media channelIntegrating the social media channel into the lead management process means that leads can be centralized and matched with existing client details

Il cliente compila il survey

FanPage Lead Generation

FACEBOOK API/HTTPS

DATASTANDARDIZATION

CLIENT DETAILS

TWITTER NOTIFICATIONS OF DM OR MENTIONS

DATA CONTROL AND MATCHING VIA A

CENTRALIZED DATABASE

QUALIFICATION AS FOLLOWER

One2one via TwitterIntegration of Twitter for marketing messages and one2one qualification, managed and personalized based on business rules

Il cliente compila il survey

DATASTANDARDIZATION

CLIENT DETAILS

Followers

BUSINESS RULES

@jsmith: Don’t miss the opening of our new NY store. Come along and get a free gift! http://bit.ly/ow02$3

from @acmellc

Process automationApply business rules so as to automate process management and increase efficiency

Il cliente compila il survey

This is possible when:

1) Leads can be traced from the start, regardless of the channel used

2) Tasks are routed to the relevant operators automatically

3) The company has a constant view of the lead management process status

4) Automated decisional rules can be applied via Business Process Management tools so as to reduce management times and improve response efficiency

5) Events can be triggered automatically (e.g. generating a call at a call center) under certain circumstances (e.g. if an agent fails to provide a response or receives a call outside office hours) based on business rules

Business rules

CONTROL OF REQUEST RESPONSE STATUS

Process automationA practical example of automated task assignment when a request has been dropped:

CRM/BPM

IF THE REQUEST HAS NOT BEEN DEALT WITH WITHIN

ESTABLISHED TIMES THE LEAD IS AUTOMATICALLY

ASSIGNED TO A DIFFERENT OPERATOR/AGENT.

Process automation

Response times

Using advanced CRM and BPM systems allows for the application of decisional rules and control over processes aimed at reducing response times. Lowering response times increases the potential of transforming a lead into a client.

Resource optimization

Applying advanced Lead Management decisional rules means that resource availability and workload can be monitored so as to better distribute lead management activities.

How automating the Lead Management process helps solve problems and encourages the application of best practices

Improved operational efficiencyUsing software solutions to improve the efficiency of the resources tasked with lead management activities

Mobile applicationsAgents and operators involved in the process can access the CRM platform even while out of the office. This provides a significant reduction in latency times

Advanced CRM and BPM software for Lead ManagementThe contact center and sales agents are equipped with a CRM platform that functions based on the dynamics of accurate multi-channel lead management

Trylet windows and mobile applications for the approval processUsing software solutions to accelerate and automate the lead management approval process and assign leads

Analysis and controlDecisional and process automation rules can be progressively increased using business analysis tools that enable deep examination of methods which then allows improvements to be made to them

“Analyze the facts and speak with the data” Ishikawa Kaoru

Lead generation and management costsVerify the cost of generation and management of each lead coming from different marketing sources

Identify the best performing decisional rulesIdentify which business rules applied to the process perform the best and provide the best results

Data analysisCustomized data analysis, e.g.: Territorial lead analysis, analysis of resources used, resolution times, pipeline and routing rules

Pat Group: Presentazione Corporate it-1.01

Business analisys 1.3

Analysis and control

Lead management B2B/B2C

Lead management B2B2C

Service delivering

Pat Group: Presentazione Corporate it-1.01

Our software for lead management

Con oltre 10 anni di esperienza, oltre 400 installazioni in ambito internazionale e giunto alla sua terza release, InfiniteCRM ha una marcia in più grazie alla sua

fruibilità nei device di ultima generazione.

Un CRM innovativo per le aziende che credono fortemente nelle soluzioni tecnologiche per il raggiungimento del loro obiettivo: la leadership!

CRM goes mobile

More than 10 years of experience make InfiniteCRM one of the strongest platforms for Customer Relationship Management in Italian and international markets.

Not only CRM, but an advanced software solution used by over 600 companies that have choosen us to give value to their most important asset: their customers.

Today InfiniteCRM, now in its third release, is looking ahead to new technologies: mobile, social media and business process management services. For those companies that strongly believe in technological solutions that help them achieve their goal: leadership.

Features

SAAS On Premise

Robust Easy to use Integrable Customizable Scalable

Secure Multi-channel 100% web Flexible Modular

CRM goes mobileThanks to HTML5 technology, InfiniteCRM, on its mobile version, is usable on all the latest devices, both Smartphone and Tablet. On iPhone OS and Android operating

systems.

mobile

InfiniteCRM Mobile supports Smartphones and Tablets based on Android OS (2.1 or higher) and Apple devices (iPhone / iPad) based on the IOS system (preferably 4.0 or higher).

The evolved system integrated with InfiniteCRM to provide interactive support in self service mode.

Process modelerDisegna i processi di bussiness a livello logico

Braininteractive has a powerful semantic engine, it applies state of

the art technologies to create a proactive and effective dialog

with the user.

Self learning while working, improving its capability to provide

self service support.

Greatly reduces the response time by resolving automatically tickets

in 24/7 enviroment.

It uses the new semantic framework and knowledge acquisition engine to guarantee 24/7 continuos support, lead generation and cross-selling action through interactive chatbox or a digital assistant, reducing the cost for the first level customer support.

Native Business Process Manager that extends the capability of InfiniteCRM by allowing service orchestration and complex lead management processes.

AUTOMATION CONTROL

REDUCED LATENCY ERROR REDUCTION

INTEGRATION PERFORMANCEBOOST

Brainbusiness is the native PBM platform for InfiniteCRM. It has been carefully crafted to manage and automate your key ITSM processes, greatly improving efficiency and helping to fill the IT gap.

Pat Group: Corporate en-1.00

Pat Group is the Italian company that has contributed to the success of more than 600 Italian and international companies for over 20 years by creating software solutions to improve their businesses, their information processes and to manage their most important asset: the customer.

Our goal is to provide to each organisation, public and private, solutions and software tools to improve the acquisition of new customers, offering tools for multi-channelled customer care and automating the management of corporate IT processes.

Ensure effective solutions for your business processes. Your leadership. Our mission.

Pat Group: Corporate en-1.00

Countries in which we operateBranches

123

MilanTreviso

Rome

Years of experience20

Active licenses15k

Patents filed3

Active clients613

Skills, experience and quality resulting from a journey that

started in 1992

Constant growth that rewards our commitment to

seek excellence

We strongly believe in research to stimulate

innovation

Companies and organisations that have

chosen us as their technological partner

Pat Group: Presentazione Corporate it-1.01

twitter @patgroupweb www.pat.it