A Manufacturer’s Guide to CRM

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

Speakers Introduction

CSO at SugarCRM

clint@sugarcrm.com

Clint OramDirector of Operations at IntelestreamSugarCRM Elite Partner

ross@Intelestream.net

Ross Peetoom

Agenda

Manufacturing Industry Trends

Why SugarCRM for Manufacturers?

Intelestream Customer Story: Aeromotive

Q&A

Industry trends shaping the future of the

manufacturing industry

• Industry 4.0, IoT, AI, cloud

• Servitization and the recurring revenue model

• Digital transformation and the digital manufacturing enterprise

Industry 4.0

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

Servitization and the Recurring Revenue Model

Servitization and the Recurring Revenue Model

Servitization = Product + Services∴

Competitive DifferentiationDiversified Revenue

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

Servitization Examples

Poll Question: Does your organization currently offer value-added

services in addition to your products?

Made to Serve by Tim Baines and Howard Lightfoot

T O P I C S :

• Business context for servitization• Competing through services• Service delivery system• Readiness to servitize

“Servitization is the innovation of an

organizations capabilities and processes

to shift from selling products to selling

integrated products and services that

deliver value in use.”

Digital Business Transformation

Digital business transformationis 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

Digital Manufacturing Enterprise (DME)

Source: Deloitte Analysis | Deloitte University Press | dupress.deloitte.com

Modern CRM for the Digital Manufacturing Enterprise

PROACTIVE CUSTOMER EXPERIENCE

CONTINUOUS CUSTOMER INTERACTION

AWARE OF CUSTOMER CONTEXT

FOCUSED ON SERVICES AND DATA

Sales and Service AutomationOpportunities, Forecasting, Accounts, Case Management and More

SugarUX™Immersive, Intuitive Interface

CPQProduct 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

FlexibilityConfiguration and Integration

Why Sugar for Manufacturers?

Manufacturers Using CRM TodayELECTRONICS INDUSTRIAL & COMMERCIAL EQUIPMENT MATERIALS:

METALS, CHEMICALS, PLASTICSPAPER, CLOTH, POLYESTER-BASED

PRODUCTS

FOOD AND KINDRED PRODUCTS

AUTOMOTIVE

OTHER

Poll Question: Does your organization have a CRM in

place today?

What can your Sugar instance do for you?

A complete CRM solution isn’t about the software, it’s about

creating a comprehensive strategy for enhancing all customer

relationships, as well as your vendors, affiliates and partners.

Use Case

“We needed a system that would give us a base platform to grow from but also add

our unique processes in them.”

Tom Carroll, CFO

● Automobile parts manufacturer● Customers are primarily in the Collision industry● Provide electrical component solutions for vehicle

repairs● Request photos of their damaged components to

cross check with online photo catalog

A very human problem

“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 CarrollChief Financial Officer

Ray StoeckichtSenior Director, Business Development

Cameron HunterCustomer Success Manager

Center of Gravity

Authorize.Net G Suite QuickBooksWebsite Photo Inventory Catalog

Faster Order Entry

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

Quality Control

“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

Safer, more efficient processing

“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

ERP Integration

Accurate Product Pricing

Inventory Visibility

Automated Status Updates

Realize the 360° Customer View

360° view of the customer

Order Statuses

Shipment Information

Past Invoices

Email Communications

Appointments & Activities

Document Control

“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

Round up

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.”

Relevant Resources

Q&A

Thank You!A Manufacturer’s Guide to CRM