Embed Size (px)
DESCRIPTION
Auto parts distributor Autoteile Lott has found CRM and applications delivered via the cloud to be key components in its selling strategy. They'll provide first-hand examples of how SugarCRM can be integrated with key on-line commerce systems like eBay and xtCommerce, and how it powers their cloud-based call center, integrates with their ERP system to perform customer surveys, and collects all critical data on customers' vehicles in order to make every order delivered perfect.
Citation preview
The Cloud and Distance Selling: How an Auto Parts Manufacturer Found CRM
Success in the Cloud
Tweet: #SCON12
Topics
About Lott Carparts
Project idea and setup
Project realization
Next Steps
Questions
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 3
Tweet: #SCON12
About Lott
Selling carparts to „do it yourself‘s“
250,000 customers
Based in Germany
Customers all over Europe
Industry: mail order business
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 4
Tweet: #SCON12
Basic situation and problems
Data was held in different systems
Systems where hosted externally or run local
The local systems could not be reached externally and could not be connected to the other systems
Too less data from customers could be combined or even be saved
New processes could not be integrated
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 5
Tweet: #SCON12
Project goals
A CRM-System is a must for combining data and integration of new processes
All data should be combined in the CRM-System
All systems should be connected and hosted in an flexible private cloud
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 6
Tweet: #SCON12
Approach system selection
Definition project scope
Pre selection of possible integration partners and systems
Short presentation of 5 crm vendors
Detailed specification with one vendor (other for backup)
Decision and project start
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 7
Tweet: #SCON12
Why SugarCRM / Insignio
Comprehensive range of functions
Many existing integrations with other systems
Flexible choice of hosting (public cloud, private cloud, on demand)
Very adaptable
Pricing
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 8
Tweet: #SCON12
Main project topics
Preparing the basic systems (ERP, VoIP Solution, Mail Order, Online-Shop)
Prepare the basic systems to be run in the private cloud
Generate Interfaces to be possible to connect to Sugar
Setup the systems to connect to external systems like ebay
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 9
Tweet: #SCON12
Customizing Sugar
Phone Integration
Sales process (Quotation-, Shop- and Order Systems)
After sales process (car question tool)
Support process (email integration)
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 10
Tweet: #SCON12
Phone Integration – Incoming Call
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 11
Tweet: #SCON12
Phone Integration – Call Assignment
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 12
Tweet: #SCON12
Phone Integration – Missed Calls
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 13
Tweet: #SCON12
Phone Integration – Outgoing Calls
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 14
Tweet: #SCON12
Phone Integration – Car Assignment (2)
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 15
Tweet: #SCON12
Sales process – Finding the right parts
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 16
Tweet: #SCON12
Sales process – Quote creation
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 17
Tweet: #SCON12
Sales process – Self service buying
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 18
Tweet: #SCON12
After sales – Self service car question tool
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 19
Tweet: #SCON12
Sales process – Self service buying (backend)
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 20
Tweet: #SCON12
Support – Ticketing
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 21
Tweet: #SCON12
Support – email speed integration
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 22
Tweet: #SCON12
Support – Ticket Dashboard
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 23
Tweet: #SCON12
Next steps
Marketing integration
Return management system
Using the collected data for further improvements
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 24
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 25
Questions
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 26
Submit Session Feedback
Select the SugarCon Mobile App: 1) Tap on this session2) Tap on survey3) Submit your feedback
*Prizes for attendees who submit session feedback using the Mobile App
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 27
#SCON12
