Anytime CRM Professional Software Solutions for Customer Management

Anytime. CRM Professional Software Solutions for Customer Management Marian Stirbescu Marketing & Sales Manager, Advantage Software Factory May 30, 2007 CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Agenda § About ASF § Your Challenges in Customer Management § Our CRM Solutions § Q & A Anytime. CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

During the presentation feel free to… § Be open minded § Share your previous experiences with the audience § Ask questions § Say No or Disagree § …. CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

About Us § Our Mission is to help organizations to better serve their customers. § Our Vision is to became the most important provider of customer centric solutions in Romania until the end of 2009 § Advantage Software Factory is the 1 st Oracle Certified Partner in Romania on i. Track (Oracle Technologies, since July 2002) § ISO 9001 Certified Company for CRM implementation (certification issued by Lloyd’s Register Quality Assurance) Business Lines: CRM | Collection Systems | Custom Development § Anytime. CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Our customers § § § § § Vodafone Romania Credit Europe Bank (Finansbank) EOS- KSI Romania / Slovakia / Greece / Hungary Montero Grup ICG ING Bank HVB Tiriac Unicredit Romania Rompetrol Downstream Eurisko Consulting Anytime. CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

4 Key factors that prevent Customer Dissatisfaction No matter the industry the research has proved that there are 4 key factors that prevent you loosing customers: § Act with precision. The customer expect you to provide your service in a predictable and precise manner. § Accessibility. Your customer can get in touch with you anytime, from anywhere in Any. Way. § Partner with your customer. Listen to them, care about them. § Act as an adviser. Customers feel a strong bound to the companies they’ve learned something from “First break All the rules: What the World’s Greatest Managers Do Differently” by Marcus Buckingham, Curt Coffman CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

True Challenges § Customer Support & Sales flows need to be personalized according to your industry specific requirements § The Business environment requires fast Time to Market when implementing new sales and support strategies or changing the existing ones. § Your company expects aggressive implementation schedule for CRM § Integration between sales and support teams across departments § The companies are looking to do more with less so the TCO is a key decision factor when choosing a CRM solution CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Our solutions – your advantage § Capone is an enterprise collection system that enables the collection § Anytime. CRM – is a CRM system that helps Customer Support and § Anytime. CRM = Anytime. Support + Anytime. Sales departments to control, manage and automate the collection processes of the company while reducing the bad debt. Sales departments to achieve excellence in client interaction, at all the touch points, while cutting down the operational costs. Anytime. CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Capone Banking – Why ? Capone helps the organizations to reduce the bad debt and improve the cash flow while optimizing the collection cost; Cost Reduction / More Value Customer Care/ Public Image > Control and reduction of bad debt; > Starting point to evaluate the collection cost; > Improve the cash flow; Benefits > Fair treatments for all your customers. > Fair Play; > Information for customers in order to prevent the delinquency; > History of the collection relationship with the client; Operational > Total control of the collection processes through flexible collection strategies definition; > Increased effectiveness of the collection process; > Informed decisions through reports; > Capture the best practices and business rules; > Integrated collection no matter the products; Technical > Very scalable, grows with your business; > Supports clustering and failover; > Developed using industry standards, runs on all major existing platforms; > Standard interfaces with existing systems; Capone is the leader of the collection software market with more than 2500 active users in 8 of the most dynamic companies in Romania. CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Capone Banking – How ? Payment Agreements Letter Generation & Printing > Payment Schedule > Discount/Adjustment actions when kept or broken Powerfull feature available with two options: > standard built in module (for up to 4. 000 letters/day) > printing factory gateway Flexible Hierarchy Payment Allocation Built in Report Generator > Up to three levels of hierarchy to accommodate specific requirements for different industries. > automated/predefined criteria > manual allocation > Allow non technical users to define and run reports from Capone. > The report generator is tightly integrated to security framework so the users are allowed to see only the reports they have access to. Timeline/Collection Strategies Multicurrency Interfaces > Flexible definition of automated collection steps. > Graphical representation of the timeline definition > Graphical representation of the collection status on account > Balances and payments are expressed in original currency. > Functional Currency for reporting purpose and timeline criteria definition. > Interface enabled to IVR, Dialer, SMS Gateway, Fax Server, Printing Factory, SMS Connector to GSM providers. > Interface enabler to relevant core business systems: Core Baking, Invoicing, CRM. Queues Management Insurer Relationship Security > Core functionality of the system that allows the distribution of workload among different collectors according to allocation rules. > Implementation of specific strategies according to insurance agreements > Timelines based on annuity > Part of FAST framework allows segregation of duties based on specific user rights and roles. Features CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Anytime. Sales § A Customer Relationship Management system that helps the sales departments to attract new customers and expanding sales to existing ones while cutting down the operational costs. § Target Industries Ø Ø Ø Ø Ø CRM Solutions Banking Telecom Utilities IT Support Financial Services Professional Services Call Center Services Auto Dealership Service and repair prospect | convert | sale | retain www. anytimecrm. ro

Why Anytime. Sales ? § § § § Your invoicing system is simply not enough The best replacement for unstructured tools: paper, spreadsheets, manual procedures Save time Quick access to customer information You will spend more time in making decisions not in finding information Replace micro management with management by exception for your sales team A professional way to track Sales People Performance Increase your sales: Ø Because you are not loosing leads anymore Ø You can learn from past experience Ø You expand your potential leads database § You gain a valuable advantage over your competition CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Anytime. Sales Flows § § § § § Configurable Sales Flows Lead Capture Lead Qualification Lead Development Lead Conversion Opportunity Management Marketing Campaigns Support Contract Management Customer Interactions CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Anytime. Sales Flows New Promotion Lead Sales Stages Opportunity Customer Interactions Sales Contracts CRM Solutions prospect | convert | sale | retain Post Sales www. anytimecrm. ro

Lead. Management Web em@il Direct Mail Lead Lists Marketing Events Cold Calling Lead Capture Qualification Development Opportunity Conversion Contract CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Web. Lead. Capture CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

em@il 2 Lead § § § Automatic Transformation of email requests to leads Important time savings Information available in one place @ Mapping New Lead • email Subject >> Lead Subject • email Body >> Lead Information • email Attachments >> Notes & Attachments • To Address >> Lead Type • From Address >> Customer Contact CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Opportunity. Management Web em@il Direct Mail Lead Lists Marketing Events Cold Calling Converted Leads New Opportunity Development Order Conversion Contract CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Relationship Management Presale Sales Post Sales 360° view of customer Interaction CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Anytime. CRM § A Customer Relationship Management system that helps the Customer Support departments to achieve excellence in customer interaction, at all the touch points, while cutting down the operational costs. § Target Industries Ø Ø Ø Ø § Banking Telecom Utilities IT Support Financial Services Call Center Services Leasing Service and repair 3600 View of the Customer Interaction CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Anytime Support Industry / Flows Matrix Industry Business Flows / Activities Banking Customer Complaints, Customer Info, Back Office Requests, Card Support, Internet Banking Support, Internal IT Support, Sales Integration Telco Customer Interactions, Call center, Service Provisioning Flows, Network Incident Management, Operations & Maintenance, Customer Information, Case Management, Internal IT Support, Sales Integration, Asset Management, Site Installations IT Support ITIL Compliance, Systems Support, Applications Support, Helpdesk, Release Management, Hardware Maintenance, Change Requests Utilities Case Management, ISO Compliance Financial Services Credit Application Flows, Info requests, Internal Compliance, Card Support, IT Support Outsourced Call Center Services Case Management, Helpdesk, Customer Surveys Leasing Customer Complaints, Car Incidents Service & Repairs Incident Management , ISO Compliance Manufacturing ISO Compliance, Customer Surveys, Quality Assurance CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Core Support § § § § § Case Definition Full configurable Case Templates Agent and supervisor working screens Queues Management Configurable Status Sequences Product / Service Catalog Customer Management Contact Management Task Management Notes and Attachments Manual case assignement Case History Work Performance Information Custom defined fields for cases, customers, projects, products. Email notifications using templates email 2 case Eligibility rules to secure data access CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

email 2 Case § § § Automatic Transformation of email requests to cases Support by email using “Keywords” Important time savings @ Mapping New Case • email Subject >> Case Subject • email Body >> Case Description • email Attachments >> Case Notes & Attachments • To Address >> Case Type • From Address >> Customer Contact CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Workflow Automation § § § Forced status case sequences Graphical configurable Workflows Flexible business rules implementation Automated email notifications Process/Flows definition CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Workflows Configuration Sequence Action 1. 1 Workflow 1 Business Rule 1 Action 1. 2 Available Actions Send email Send. To. Dialer Send. SMS Action 2. 1 Business Rule 2 Change. Case. Status Action 2. 2 Move. To. Queue Update. Columns CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Process / Flow Configuration Support Process Start Request Flow 1 Convert Case Flow 2 Convert Case Flow 3 CRM Solutions prospect | convert | sale | retain Request Solved www. anytimecrm. ro

Graphical Workflow Definition CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Service Level Agreement § § § Full SLA configuration based on: customer, severity, priority, service schedule. Automated case escalation and notifications when SLA broken Custom Actions on SLA events CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Call Center Integration § § § Call Pop-Up Screen Dialer Interface IVR Interface SMS Gateway Fax Server Interface Integration available with Mediatel, Cisco, Avaya CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Partnership § Commercial and Implementation partners Ø S & T (www. snt. ro) Ø Kintex (www. kintex. ro) § Technology / Call Center Ø Mediatel Ø ICG (www. icg. ro) Ø Datanet Systems (www. datanets. ro) CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Why ASF ? § ASF has a proven track of successful projects on Telco, Banking, Financial Services and IT Support services § Previous CRM experience § Romania based support and development § Very fast Implementation schedule for standard version and on previously agreed business requirements § Outstanding configuration capabilities enable “Zero” customizations cost. § Interfacing capabilities on open standards with existing IT Systems § If necessary, software customizations can be delivered. CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro

Happy Customers, Anytime Join us now! for a free private Workshop on Capone or Anytime. CRM by phone at +4 01 242 87 20 or by email at sales@asf. ro Advantage Software Factory www. asf. ro ; www. anytimecrm. ro CRM Solutions prospect | convert | sale | retain www. anytimecrm. ro